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We would like to change the order of the navigation tabs at the top in the KC bot.

Requirement : Want user's salesforce picture to source into the template so that the communication seems more personalized for the customer. More details: Wouldn't need to token the image to track anything, Just need a way to send an automated message and have the picture included in the message change with each user. I checked with my internal team and came to know we do not have this feature in the product. Please let me know if anymore information is required and how can this request be implemented.

I've heard a few customers ask about the possibility to CC or BCC internal contacts on a JO outreach. The CC/BCC could be a specific email address, or a dynamic field (e.g. the CSM for the account). This could be used for internal notifications when a campaign takes place.

Hi, Our CSMs would like to click on an opportunity within a Dashboard Report. Currently, we can push a report into a Customer 360 and click on the view button to directly go into the opportunity. However I have been advised that this functionality is not available within a report pushed into the Dashboard. Many thanks Nadeem

We have a requirement where during customer events we want to have an tablet where people can submit NPS' and for us to then import into Gainsight (into our NPS survey). An enhancement that would make this process easier would be to allow a user to be prompted for their email address and company (with validation) and then can be provided a survey which maps back to Gainsight Survey participants. This would eliminate the need for participants to be known ahead of time and allow spontaneous surveys to be held, whilst being able to include the results with existing participants who have completed the same NPS survey master.

Most of our surveys are sent via AO and we often pull the AO Participant>Survey Response Page URL into reports for easy access. We also have our surveys set up in playbooks to send via Cockpit for situations where the recipient lost/didn't see the initial survey email or we want to survey a one-off person who was not included in the original send. Since these are not part of an AO, and thus not an AO Participant, is there another way to access the Survey Response Page URL?

I heard through the grapevine that the S3 Job connectors are eventually going to be deprecated in favor of using Bionic Rule S3 Datasets. I've started the process of migrating my S3 jobs to Bionic Rules but I noticed that when I select the Event Schedule Type, there is no option to enter an email address for Success/Failure email notifications: I don't see any reference to this missing functional

I have a customer that is seeing a specific scenario when using the Call to Action (Action) in rules engine. They have an account that is sending two (or more) records to the action step. The way it currently works, if an account meets the criteria for Action 1, it will then use that first record and discard the rest for that account. In this case they want it to work as if the first record can create the CTA and then (comments set to always update) update the comments with the second record information per the setup. Right now it just sees the first record and moves on from there.

We had a need to send an email to certain accounts at the end of the quarter but currently Journey Orchestrator only allows for at most a monthly sync for a query. Within the filter, you can allow participants to be added to the Program once every 90 days but that wouldn't prevent a new contact on the account from getting an email mid-quarter.

Customer Ask - "Is it possible to make a table(Report) listing "clickable" to drill through the details" , i.e in the C360 section. Actually it's not possible, to set this, but customer wanted to know, if there could be a feature roadmap? Hence logging this reqeust on behalf of customer. Attached C360 page for which customer reffering to: Nexthink SA

When resolving emails that haven't been automatically aligned to accounts & contacts in SFDC, we need a better system to help resolve conflicts. Here are some improvements that need to be made. 1) Have a button that allows the original email to be seen, in its full format including the To: From etc.. This would enable resolving the issues much easire. Right now, we only see the body and the subject. 2) When you select an account, don't remove all of the pre-poulated names.

We have implemented BCC to Timeline for all CSMs due to EOL or limitations with other email logging extensions for Outlook. However, I'm curious if there are any extensions or macros that would automatically add the BCC to Timeline email to a bcc field on replies from Outlook or Mail.app. Any ideas for Outlook or Mail on macOS?

Right now, if the contacts are not present in Gainsight and the account isn't aligning 100% perfectly, we have to manually edit the emails as they are put into draft state. It makes sense to use some simple logic and keyword matching to try and make this easier for the users. The customer should be known based on either email addresses being used or simple keywords in the email itself. That would allow the rest of the names to populate in the email activity as well. I spend too much time dealing with double entries on these emails. Also, if I forward and email to the gainsight system, it should be able to pickup the details from the forwarded email as if I had sent it directly.

I have a request for a customer to increase the overall size of the comments box. Users are typing in several sentences into this box and the window is very small. Users have to scroll through the box to get the full message which can be a bit frustrating. 

When tagging contacts in timeline you are only able to pull the contacts from account directly. We would like to be able to pull child account contacts into the parent account when posting to timeline.

When I @mention and type the Name I get plenty of name to choose from Instead of the Only the Active/licensed Gainsight user. I checked user Management setting and could see lot of user are active those who don't have the gainsight license assigned to them. 1.How do I limit the users to fetch the only licenced user and not all active users? 2. I found many user are active in the Gainsight, however, inactive in Salesforce, I know that the Gainsight Connect job doesn't sync the data for inactive users and hence they remain Active in Gainsight. How do I find the Inactive users in salesforce and Gaisight and mark them Inactive in Gainsight. Thank you

Hi, we have a lot of features landing into Product Feature Tree. It would be very helpful if I could select more than 1 to move over to differend modules etc. Doing it one by one on every release we have it's a lot of manual work. @link_black

It would be great if when looking through the text analytics on a survey we could change the sentiment. For example, I had a comment that was tagged as a suggestion but was actually a really positive comment and I would like my reporting to show that.

Hi all, A business request came up that turned into a good candidate for an enhancement request and discussing with GS Support. I would like to be able to have a rule automatically flag a Call to Action when it is triggered via the rules engine. Specifically in our use case, flag a Risk CTA upon creation. Thanks!

It would be helpful to have all field descriptions populated within non-Custom objects in Data Management so that when you export the schema or view the fields in Object Analyzer you can easily capture and identify the purpose of each field.

User Story Once upon a time, an admin managed a large number of ingestion jobs via S3 Connector and needed to modify the parameters, (S3 folder paths specifically in this tale). When our friend The Admin reviewed the S3 Ingestion RULE setup, The Admin noticed there there was much PARITY betwixt the configuration of the two!! He sat and pondered...could a potential script be magically construed in order to alleviate the burden of this Admin and perhaps MANY others across the land? Hoping this story could end with "And there was much rejoicing!!!" Any other "The Admin's" out there with a similar challenge or pending maintenance item to update these to Rules?

I love the new threaded timeline comments feature and have been already using it a lot. However, I've noticed that the formatting looks odd when there are line breaks. Would it be possible to make this a little smarter and move the entire word down to the next page rather than awkwardly breaking it up? Thanks!

The customer recommends that it would be very helpful if our Product team could push an alert to say 'mapping participant sources incomplete,' as it is very difficult for him to know whether the error is within his filter criteria or if it is with a Gainsight "bug," which he has had before, or if it is due to the mapping sources breaking.

A customer has requested the ability to create objective CTAs in Cockpit and be able to associate that objective CTA with an open Success Plan. This would allow the CSM to have a single process for adding CTAs (all through Cockpit), rather than having to go to a separate section (Success Plans) only in certain situations. This would require the CTA Type objective available to be selected and then make the selection of the associated open success plan required in order to create.

We recently implemented Success Plans and our CSMs are using Objective CTAs and tasks with their accounts. After trying to build a report to show Completed Tasks for Objective CTAs we quickly realized there is a fundimental flaw on getting the task contact(s) for the completed Tasks. After some digging around, we found that Gainsight (GS) uses the object, “Associated Record”, to denote a relationship between a CTA, a task and a contact. What we noticed was that, in the case of the contact being linked to the task only (and not to the CTA), the CTA column in the “Associated Record” is blank. When we're in Salesforce looking at this associated record in the Salesforce interface, we see that the “task” is a hyperlink, and when we click on it, it shows us the CTA to which the task is linked. So the CTA association is definitely in the “GS Task” object, but it’s not in the Associated Record object. Furthermore, when we tried to create a data spac