Archive

I understand that Gainsight NXT is the next evolution of the platform. I also understand that only new and specific customers are being onboarded to the new platform. My org is on Gainsight SFDC and we heavily rely on Salesforce for a lot of our processes... so it's unlikely that we'll transition. As we continue to grow our organization and processes in Gainsight, I worry that certain feature requests and new releases will only roll out on Gainsight NXT. I've already seen two instances of this: 1. Global Filters for Cockpit 2. External User interaction w

Hi, Can PX filter the audience or account relative to a certain date? For example, can I filter "where trialEndDate less than $TODAY"? (unexpired trials) or "where trialEndDate equals $TODAY+5" (i.e. trial expires in the next 5 days)? -Matt

I have a customer who has added the Gainsight Widget to Service cloud.  We would like to see the ability to edit this width and height of this widget.  Right now you only see part of the widget screen shot attached.    

It would be great if I could set something explicitly for an email template that would automatically sync any emails sent using that template to Salesforce activities, rather than CSMs having to manually sync them. We've started using email assists for certain emails that we want to be able to track and follow up on whether or not they were sent. We can do that through report builder, but it would be nice for visibility if we could specify at the template level that we want them all synced.

Customers from EU would need the date formats for Dataload to Scorecard history rules reflect tehir localised date format. Right now the rule only shows mm/dd/yyyy and nothing else. It would be a good idea to let the customer have the choice for the format.

I'm working on some scaled outreach and I'd like to embed a.gif within an email template. Is this possible with Gainsight's email templates? I tested one out and it didn't seem to work, but I wanted to check if there are any requirements that I need to be mindful i.e. size. Or maybe there are workarounds like using an HTML template?

As an admin within Gainsight I currently have visibility to all dashboards when in the Gainsight view. I only use 5-6 of these dashboards, with the others built primarily for specific user groups, are currently work in progress or are no longer applicable. I do not want to delete any of the dashboards as I may need them in the future, however it would be great to flag certain dashboards as inactive so they are removed from the dashboard dropdown list in Gainsight.

As of now, the renewal date is calculated based on the status of the customer. For ex. if the renewal date is 12/31/2018, for active and inactive customer it would show number of days b/w today and 12/31/2108 but for churned customer it shows zero. However, there are instances where customers do renew after being churned. Also, if a customer is already marked as Churn risk (which is done via the Status field), for whatever reason this may be, this heightens the overall risk significantly and we need to know about it.

Requirement is to have the success plan included in the uploaded template which has company logos or the template prepared by customer. As of now we are not supporting 'including the success plan on uploaded slides' and instead we are allowing the success plan to be exported on blank slides. So, as this is not designed in the product to support custom slides prepared and instead the success plan is exported on blank slide, I created this enhancement request. ​ Please have a look at this.

I know there is an option to see response rate of playbook email sent through CTAs, however is there any way to see also the response rate? Or to create any report/dashboard where we could track it? Thank you for any tips or thoughts :)

Submitting a feature request to export Success Plans via Excel on behalf of my team: Business case: CSMs will like a way to share the details of the plan without showing completed tasks, maybe edit what is shared with a customer, share internally only relevant tasks or objectives with say Support….etc

In Salesforce you can create a "help" description on fields that display on a view to assist users in understanding the field's purpose: Would be nice to have this ability when adding fields to C360/R360 sections:

Hi, My organization currently has a need to filter on "Other Users" on custom fields in reports. I was told only Standard Objects can be filtered by All Users, Current User and Other Users. The custom fields are only All Users and Current User.  Our use case is on the My Customer Health report. We use a CSM and CSE field. Managers of CSE's would like to easily enter their employees to view their accounts and health scores associated with them.  Any feedback or workarounds are welcome! Thanks, Joe

hello is there a way to delete several contacts from the Person section in customer 360? currently we need to delete one by one thanks ariela

In Program Analytics, we can see the total Open Rate and the opens for each individual day that the Program has been live, but we currently don't have a way to get a comprehensive list of all of the participants that have opened the emails/surveys. It would be awesome if we could some how click into the Open Rate at the top of the Analytics page to get a full list of the participants names/emails that have opened the emails/surveys in a Program!

Our CSMs can go and view Power List results and use the filters to view their contacts. It would be really great if they could export a filtered list from the preview so they can easily check their contacts.

I was chatting with a customer and we found an enhancement request that I think could benefit all orgs.  In the cockpit tab the customer has made a CTA view for specifics columns and data and they would like all of their CSMs to be able to use this view.  The ask is to make the global views either editable and/or allow custom views to be shared/copied to other users.  For instance lets say I want 100 CSMs to have this view, I would need them all to recreate it as the product sits and that could cause discrepancies in the data viewed they are viewing if they are setup wrong.

Currently you can create a filter in the cockpit that will be default named "Custom" and appear as an option to filter by in the future. It would be nice if users had the ability to name their own filters, so they can filter their CTAs by certain, frequently used, filter criteria. 

With the new release, is it possible for Admins to create Global Custom Views in Cockpit that can be applied across all end-users? Or is the functionality solely for users setting their own individual views?

We are encouraging our CSMs to use the ability to customize their cockpit views to better help them figure out an organizational method that works for them. However, we aren't having much luck with them actually doing it. It would be great if the Admin could set up a few saved cockpit views by default, but still leave the CSM the ability to create their own as well. I think we would get more adoption by saying there's a saved search that shows you your open CTAs this way versus asking them to create it themselves.

I was working with Pooja/VMWare and she brought me an interesting issue. She has a graphical dashboard report and she wanted to see if there was any way to modify the Column names on the report popout that results from you clicking on a report data point. In her example, there are two "Name" fields (one is obviously Company Name) and it would be helpful to be able to modify how the report popout column names are displayed. These "Name" fields are not included in her report fetch, but are likely the result of lookups on the fields that were selected in the report config. Currently there does not appear to be a way within report builder to rename fields that are included in the report results, but are not in the Show or By fields. I tried the three dots on the popout, but it only lets your pick fields.. not rename them. Is there any way that we could add the ability to change the format of report popouts on graphical reports?

Right now, if you change a survey 2.0 site and clone a program using that survey, the site will not update unless you switch to another survey, save the program details page, switch back and save. The idea here is to always pull the up to date survey site when cloning from a program that used the older site before the update. The same is true for a deleted site as well which could cause a program to use a non existent survey site.

I think this will be a limited use case right now, but I can see it growing. I have a customer who uses Relationships to manager partnerships between different accounts.  We have made 90% of whats available work for the use case, but within External Attendees, it will only search for Contacts at the main Account level, not the partner account level.  However, we are using the Relationship Contacts, which is storing the partner contacts. I'd love to see External Attendees pull from either the main Account contacts or anyone added to the Relationship Contacts section.

Hi There, In Mailchimp you have the ability to save the sender details and reply details that can be reused for future emailing. It would be great to have this in Copilot as i have already messed up one outreach because i have incorrectly re-enter the sender email and reply to email. This feature will save so much time and reduce errors. Regards, mei ling

Hi. By native functionality, we can show the trend of the NPS by day, week, month, quarter, year. Really strange to see that "half year" is not included, especially that most companies are surveying their customer every 6 months (to avoid spamming but also have a representative NPS). Please consider to add this. Thanks