Archive

Posting on behalf of customer. Currently when you filter by the customer averages in the NPS tab it averages all the NPS responses by the account and not by the actual participants in the survey. In the future it would be nice to have the functionality to filter not only by the accound averages but by the participant averages as well.

The new functionality released recently is helpful but I have feedback regarding this feature to improve its flexibility. The idea of emailing meeting notes into Gainsight has received great feedback but we are facing some challenges into its adoption 100%. The reasons are its limitation around the following: 1. Our Team uses a project management software and we are running into technical challenges into emailing meeting notes from this app into Gainsight. The workaround is to send an email to user's personal email and then forward those meeting notes to external and internal recipients. This is adding overhead and involves same amount of effort as copy/paste meeting notes in Gainsight 2. Email Activity Type: Our Timeline activity types are added based on the milestones within customer journey. When we send an email to gainsight, all such interactions are added into Gainsight as "Email" activity type irrespective if it was a kickoff call meeting notes or Business revi

it is very critical for us to be able to attach emails to timeline activities. for example, if there is an important email thread with a customer , we can't copy the whole email to the activity notes. is there a plan to add this function, if so when? if not, how can we raise this as a feature request ?

We are looking to organize the CoPilot Power Lists, Email Templates, and Outreaches. Right now, it can become very cluttered with so many different users creating variations. Can this be built into the CoPilot interface? Similar to how reports on Salesforce can be saved into different folders

You can optimize the order of articles in categories to structure them in a logical way. There need to be at least 2 articles in a category before you can reorder the list with drag and drop. Tip: The 5 articles that are ordered on top of a Knowledge base category will also be displayed in the parent category page. (re)Ordering articles1. Go to Control → Platform → Knowledge Base2. Select the category where you want to order the articles and click Edit3. In the Content tab, place your mouse cursor on the icon with the dots and drag and drop the article to the right position4. Click Save changes 

We don't use Chatter within CTAs and don't plan to use it in Success Plans for the time being because there is no way to disable the ability to attach files via chatter. Therefore it would be great if the Collaboration tab in Success Plans could be hidden if you don't have it enabled.

If an org reaches their maximum draft count it would be helpful for an admin to have the ability to write a report that would show them what account has the drafts and what users are creating them so they can delete them en mass to clear some space.

Doesn't look like this is available, but customer would like to clone templates. 

We have been receiveing requests on the inclusion of Success plans and C360 in Success Snapshot 2.0. Is there a timeline on these capabilties to be included in the product?

Currently when renaming the R360 Section (Person) it will reflect what is named on the left, but the section name is still called 'Person'. This is slight confusing when looking as these do not match up. On the Person section for R360 pages: --Allow the "Person" header to be customized/changed. This doesn't make sense to a CSM, they don't understand the object structure of Gainsight. --Allow sorting on the columns --Allow column resizing

 I was contacted by a customer via chat who was wanting to see if it was possible to remove/edit a certain powerlist contact who had contacted him after the advanced outreach was published requesting that they substitute another contact within that company to take the AO survey. Currently there is no way to edit a published AO, you can either pause the AO (but still not edit anything) or stop the AO an move all of the contacts to the end of the workflow. Is there a possibility where we could allow small edits on a paused advanced outreach?

I had a customer ask me if it was possible to bring a similar foldering structure to Copilot. They have multiple variations of things and it would be helpful to keep them straight. 

JO Programs and Email templates are currently only visible in a single list form. Is there any way to group them logically into hierarchies or folders to create more structure and organization within JO? Here are a couple ideas: Allow users or admins to create JO and email template folders with the ability to either click and drag email templates and programs into folders [list] Folder ideas: Onboarding, Product Announcement, Renewal, Survey, etc Allow users to assign types and email templates and JO programs to allow for better filtering Allow for archiving of programs and emails for future recall [/list]

Success Snapshots do not appear to be currently compatible with Custom Slide Types building in Powerpoint. Adding support for this functionality would make the feature more versatile.

Currently we are only honoring Gainsight Slides when using success snapshots (title slide and blank layout.  It would be nice to be able to support additional slides.

I'm not sure if anyone has requested this yet, but it's weird to me that you can't sort objective names in alphabetical order. We have some standardized nomenclature for objective names that we want to keep in the same category, so there's no good way to group things together if you can't sort columns alphabetically.

A request from our CSMs is the ability to sort their cockpit by CTA Name. Most are currently grouping by CTA Type, but have multiple CTAs within that type. For more efficiency, they like to do all 'like' CTAs one after the other instead of flipping back and forth. We know they can 'search' by CTA name (but have to do that each time they leave/refresh the page) and can filter/create a custom view to only show a specific CTA Name (but that is a little too limiting since you lose your view of everything else).

We uise a SFDC field called Context ID as a way to identify accounts. When logged a Timeline draft we can type in the context ID and associate the activity with an account. However, when we create a new CTA from the Cockpit, we can only search by account name. CSMs prefer to work out of cockpit to add all of the pieces of work they will complete. Work-around explored: Create the CTA from the c360 [list=1] This is inefficient for CSMs who want to add multiple CTAs for multiple accounts in 1 place Search by account name Many of our accounts have similar names and this is also inefficient [/list]Request: Please add the same account search feature we use for Timeline Drafts to creating new CTAs.

We recently ran into an issue where a CSM used an email assist CTA to send an NPS survey link to their main contact and CC'd two other contacts to the same email. One of the CC'd contacts responded to the survey first and because the survey link is apparently tied to the contact that it was sent to, the response was recorded as coming from the main contact rather than the actual person who filled it out. According to Support, this is technically the expected behavior. That said, it would be very helpful if we could edit the survey response to reflect the correct contact name. Is this data stored on the flattened survey in MDA? 

Would be great if there were additional mass options available on the Timeline tab. For example, you could check the box, and then, select to add all the drafts checked to the same account.

The ability to cc: on program mailings was recently delivered. Two enhancements would be appreciated 1- Showing the cc: when doing test mailings with Program 2- Allow for both the CC: and the Copy Email: fields to be used rather than make them exclusive. While we may want the customer to see that we are copying someone, we may want to still use the blind copy like the sender of the email.

Hi Team, As of now we cannot add multi picklist in Group By of Report builder and users were longing for this option, so could you please look into this and provide a soulution or implement this in our Product. Thanks, Prathap

Currently, the difference in behavior of concat function in Rules and in Gainsight data management(GDM) is how we handle empty strings. While in GDM we truncate empty strings, but rules does not. Request to make the behavior consistent in both areas.

Ideally, I would like the ability to arbitrarily add in data for a query, in order to more accurately reflect the business need of a program. Essentially, post-query, I would like to add in data that is outside of either an established query (i.e., cannot be tied to the query results) or outside of the established system of record (i.e., Salesforce). Specific example: I have a list of accounts that are renewing within X months, and I want to send them an automated email that includes a survey for them to fill out. As part of this process, I also want them to respond back to an internal resource who is helping our renewal team manage the upcoming renewals. However, she is not attached to each of the accounts as a part of the account team. I want to use her email, name, title and other information to personalize the email, but cannot merge her data because of that lack of connection to the accounts in SFDC.

When we have product releases, I've noticed that sometimes things slip through the cracks and we break the logic in the Product Mapper. Overall, our process is that dev will apply a unique ID to any CSS element we want to track and notify us of any changes. Still, we don't always catch them all. It would be great if GPX would send alerts about the possibility of a feature in the Product Mapper being broken. I imagine this could be detected by a sudden drop in measured feature "usage" - implying that the ID on the element may have changed and GPX no longer sees it being used. Thoughts?