Archive

I want to run a report where I include a COUNT of a data item, I also want to SUM that item and get an AVERAGE in the same report. When I try to do this I get a message telling me that I have already selected the data item therefore cannot add it again. Is there a reason why this is not allowed? It seems to me that this would be a common (and realistic) ask.

It would be great to have more flexibility in the sizing of widgets and containers.  When I try to increase the size of a widget it won't go back to being smaller so I have to delete it and start over.  But being able to more easily customize the size and shape of the container and widget would be super helpful. 

Use Case: Customer would like to be able to drill down to R360 without needing to go through C360. GS would be smart enough to look at CSM and/or Product assignments to bring up the R360 for a Account without launching C360, and would like the R360 to be default tab vs. C360.

After migrating over to Insided, our 7 year old community (clearly) has a lot of content. We need a way to tell Google what to categorically index and what not to index without using all of our crawl budget. We'd like to be able to submit our own robot.txt file as many of the other options already suggested won't work for us.

Right now, we do not support the NPS widget on the summary section in the Gainsight widget in Zendesk. If you have the NPS Widget in the summary section, it will indicate an error in the Zendesk widget that can be cleared. This request is to support this completely.

Very dissapointed this isnt out of the box functionality.

So, we had a major incident this week. Several of our most popular services were down for hours due to a hardware problem. We had a lot of people coming to our community asking "what's wrong". And all we could do was answer: "We are experiencing a major problem, read more here". But what I experienced was that I was not able to post the same message again... And I do understand that this is to prevent spamming, but in this special case it was really needed. So, could this be improved so that moderators and community managers could use the same message multiple times? And if I did something wrong and caused this myself, please let me know 🙂

Give administrators/moderators/community manager to the opportunity to decide in which order topics are shown.

Branching from troubleshooting on a support ticket the customer and I talked about a few things that would help and make scorecard setup and maintenance a lot easier. We never know when the scorecard sync is running until you try to save changes and it tells you that you cannot while the sync is running. Ideally it would be very helpful to add two things here that tie directly together like in other areas of the product. A status indicator and a sync button. I asked the customer how they would like this to work and here is what they said: "I would want to be able to press a button that produces a pop-up that says “Initiate Scorecard Resolver sync now?” and asks me to select YES or NO and then trigger the resolver at that point. The use case for this is when I need to make multiple updates to varies scorecards, I don’t want to initiate the sync until I’ve made all the changes, so I will answer NO to the question on the individual edits and then press the button after I’m do

Trying to do some cleanup of my CTA reason codes. Noticed that when adding a filter for "Reason" to Mass Edit of Call to Action object, all Reason codes show up under GLOBAL, even if they are only associated to a specific CTA Type. This should be split out by CTA Type for better accuracy

Hi Team, I have a requirement like if there are multiple variants in a Program and we want to filter out the participants specific to that particular variant in the Program Analytics. Example: I have sent out three emails variants and in Analytics, we have option to view sort out the Analytics specific to a particular variant and in Participants we generally show all the participants irrespective of the variant. So, is there anything like this in our Road map to add a filter to this Participants to filter accordingly to the Email variant.

Right now you can only log Standard Outreaches to the Account level in SFDC. It would be great if you could choose the object you want to log to based on the way you generated the PowerList. We use a robust renewal automation workflow and it would be WONDERFUL to have a solution like this to log emails to Opportunities. Right now, we have a wonky way of accomplishing this, but it does not include the body of the email. Additionally, our workflow breaks regularly and thus logs nothing.

Please increase the size limit to export reports above 15 mB. We often need to download larger reports and manipulate the data within Excel and this limitation causes significant manual work. Thank you. Ref. Gainsight Ticket 71122

I was trying to test out tabular reports in programs but setting up a dailly email that includes participants that entered a program from the day before. The number of participants daily will generally be under the 20 row limit so I thought it was a great opportunity to be able to provide the report within the body of the email, without an attachment. However, I have to filter the report by either Account or Contact filter, even though it's an AO participant report. The email would be sent to the same internal contact each day. Is there any way around this, or is my only option to send it as an attachment? Thanks. *Actually, realized the filter requirements exist for attached reports also. How does everyone else send non account/contact based reports to internal contacts on a regular basis?

We are logging our touchpoints in Gainsight and we have a workflow created in Salesforce to send the minutes of the call to the client once we save it. We would like the attachments to be also sent to the client as this is not possible at the moment. It would also be interesting to be able to search the external attendees by email and not only by name. When there are multiple external attendees, it would be nice if they all receive the email (not only the first added attendee).

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We're discussing rolling out some additional Relationship types in Gainsight and would like to be able to have a separate C360 section for each one of our Relationship types. We're currently using Relationships for Projects and will potentially be adding a Product Relationship type. It would be much more user friendly to be able to have separate Projects and Product C360 sections. Ideally you should be able to add multiple sections and select what relationship types load into each section.

Could we extend the Webhook notifications from the S3 connector to the Rules Engine? We manage a lot of rules in GonG and an email for each rule is too much to manage. Ideally we'd like to be able to call an HTTP request to log these into Slack or any other notification/webhook tool.

We just launched an NPS survey, and we are using email assist to send a follow-up email to every customer who responds.  (Email assist because we can customize the response to request follow up call, ask a question, or just say thanks). We are also using email assist to notify the sales rep of certain responses (like: Joe at ABC gave a score of 0). It would save us a ton of time if we could use tokens related to the survey response in those email assists. Example: To the acct owner: [Customer Name] at [Account] gave a score of [Score].  This was his comment: [Comment] To the Customer: I'd love to learn more about your rating of [Score]

Has Gainsight ever considered developing Forms as a feature? It would function similarly to surveys but instead of just collecting data, you could map responses to fields so that inputs update the database. The biggest use-case I could see is for annual contact updates/maintenance, but I'm sure other use cases exist (such as those highlighted in this thread or this thread).

I had a customer who would like to search relationships by account while drafting an event on Timeline.

While trying to create a monthly email program for our CSMs with a report of accounts that haven't have a Sentiment update in over 30 days, I discovered that the in-line report feature does not currently support the Scorecard Fact Object. This is apparently because these objects do not have a default mapping for SFDC Account ID. Support suggested sending a dashboard link instead which is what we will likely implement in the short-term; however, it would be great if this feature supported the Scorecard Fact Objects. We've found that having the report in the body of the email drives more action and updates since people don't always click on the links.

We just discovered today that users with Gainsight Standard permissions have the ability to create and save reports in Report Builder, not just Admins.This line in the Reports and Dashboards Overview document is misleading: "Only Administrators, or other users who are granted access to the report builder, can view and create reports in the Report Builder." It makes it sound like non-Admin users have to be granted access permissions to use the Report Builder. But apparently if a non-Admin user comes across a link to a report from Report Builder (i.e. buried in an email thread that is inadvertently shared with a non-Admin), that allows them to not only edit that report, but then access the entire report builder. It has nothing to do with permissions.We do not want end users accessing reports except via dashboards, much less editing them.This should function similarly to Playbook Permissions and JO Permissions - the Admin should be able to control who is allowed to view, create, edit the

Is there a way to give a CSM a view of all the drafts they have open in Timeline, regardless of which customers they're for? We just launched Timeline with our CSMs yesterday and I already got this request. I can certainly imagine a CSM forgetting which notes they were working on, and wanting to come back to them after they may have closed the browser tab. I tried to do it via Reporting, but I don't see a "Status" field on the "Activity Timeline" object.

Right now, the sharing happens via Gainsight but most of the times, Success Plans will be shared across emails. A good use case would be my exec sending an email to the customer exec and wanting to share the mutual success plan in that email/email assist. Please let me know if I am missing something and this is already in place.