Archive

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.

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.

Within Dashboards, the creator is defaulted to be the Admin who then is the only user with permissions to update permissions for the dashboard. We would like the ability to update or add additional Admins to Dashboards. The Use Case is a user creates a Dashboard but as responsibilities change, a new user needs to control permissions to the Dashboard and the creator no longer needs access. The current permission sets are View (Read-Only) and View-Edit (Read and Write), but View-Edit only affects the user's ability to change the Dashboard layout NOT the administration of the Dashboard.

Hi , Currently when we have two summarized date field in the report , we get the legends something like below which is of no use. So can we have a support for two summarized date field? Thanks ~Shiv

When creating dropdown list values in the MDA, all of the value colors default to white. When you then go to report on those dropdown values and use a pie chart or bar graph, with the background of our report builder being white as well, you can't see any of the data points. If a customer was unaware of that default, and then went to report, the report would appear to just be completely blank. My thought here is that at the very least we have the default color be anything besides white, or more effectively have the color assignment change as each individual dropdown value is added.

Would be great if you can introduce an integration where users can delete their profile without having to inform the community personnel.

It would be nice if Insided were able to A/B-test new and improved features such as this one so that we can test hypotheses instead of blindly implementing changes without knowing if they improve performance.

Over the past several releases, we have added quite a few new standard and system objects to the MDA, which is great...but leads to a lot of noise. Sometimes, I just quickly want to see my custom objects, or perhaps I don't want to see System objects, etc. It'd be great to have a filter, much like we now have for the Rules Engine. My initial thought is just having something sticky at the top of the screen (see my screenshot) but am open to other ideas.

Is there a way to include a formula when resolving a token value in the email template? e.g. if the contact's first name is empty then use the last name or if the last name is just email just use Dear customer? This will be really useful because, our key contact may not have first and last name because we don't capture this in certain part of contact capturing forms. Any plans in the road map to do this?

Use Case: Someone tags me in a timeline activity. I get the email in which customer has called out a couple questions during the weekly sync call, posted into the timeline activity. I click on "View activity" where I'd like to provide updates to the questions being asked of me. At this point, however, not sure where to provide my update. I cannot add any type of comment or can I edit the post as the CSM created it. In this particular scenario there has been 2-3 other posts so adding another post I feel would make the timeline thread confusing. My idea here is either the ability to post a comment/update to an existing timline task or once someone is tagged into the thread (or added as attendee etc.) give them the ability to then edit/comment. I'm open to ideas, but thinking the ideal solution would be that CSM could create a task for me asking the questions. I could then update a comment box on the task and then close it. It didn't appear that I co

If you have meeting notes written in a spreadsheet, you can't copy the text from the cells into timeline. Other applications would accept this pasting so it should be possible for timeline to accept this.

Currently when trying to build a report on the Case Object and use the Case owner we are not allowed to use this in the filters. This is because the Case Owner is a user look up but also a queue. Right now we only support user look ups that id field is a reference to User / Account / CustomerInfo / SurveryQuestion object or GSRelationship object. We would like to have the ability to use this user look up in reporting with out have to create a seperate user look up.

Adding this on behalf of a customer I was working with that would like to add some sort of filter for the account mapping sync in the Zendesk connector. In the specific us case, some records were failing due to null Zendesk organization id and name.

We've been starting to setup Quick Insights and I've captured feedback on this feature below. It's working pretty well and the team is really excited about it! Graphs are unusable when they don't respect the date summarization set in the underlying report. It either needs to use that or provide for the option with the admin screen (see screenshots).

My team is looking into using Email Assist but it doesn't look like the emails sent don't find their way onto the Timeline and there is no option to add it. This could be remedied if we could edit the BCC of the outgoing email and add our BCC to Timeline email address.

Hi , While configuring drill downs in a report builder, we have a limitation that we can only control the order of the columns in a drill down view and the selected view remains sticky only for SFDC objects but not for MDA objects. Customers are facing issues while use MDA objects in this scenario. So can we also please provide this feature for MDA objects. Thanks, Prathap

I understand that the 2000 report table limitation is built-in to avoid performance impact, but I would like the ability to easily define what 2000 records should be displayed as the default for the end-user via report builder functionality. I have no idea what's possible, but perhaps an area below the filters that could be 'flagged' to activate the '2000' record definition, where the functionality reacted similar to a SQL Case expression, but only required user input for the 'Then' section. Example: 1- System defined default: If result record count exceeds 2000, select....... 2- Report Builder User Input: Option to make selections based on DESC, ASC, ranking, and the ability to pull-in fields from the report object that would help define which records to display 3- System defined default: Else, return all results There's probably a better way to go about it, but I'd just

One of our customer (Wisse) from the "Bynder" company would like send along the Brand-field along with the Zendesk ticket, as they have multiple brands in their Zendesk instance. Currently there is no provision to fulfill this request via connector, as it is not possible to send the brand-field along with the ticket in a zendesk instance as we're not dealing in handling multiple brands in our zendesk instance. However, It is possible to pull this info via the API (see https://developer.zendesk.com/rest_api/docs/support/brands). So, I'm adding this as our product enhancement and improvement request. Best, Hardik - Senior Support Analyst L1

When creating an S3 dataset task from bionic rules, can we please consider autofilling the "MDA-Data-Ingest/input/" prefix for file names that come from Gainsight's Managed S3 bucket? Or at the very least, put an in-product guide that reminds admins to put that prefix in front of their file name.

We would love for there to be a way to automatically assign a point value to different actions such as: Replies, Likes given, Likes received and Solved by user. These points could then be used as a more comprehensive leaderboard. By having these points visible to all community members it would also create a healthy competition among our Super Users and potentially make it easier to recruit new super users. This is particularly important for our community because we offer quarterly incentives to the top performing members as long as they remain within the top 15. One of the biggest complaints by our members since the move to Insided has been the lack of a leaderboard. We have also found this to be the cause of their decreased presence ever since the move. Currently, Super Users have to wait until the end of the month for their points to be manually calculated to find out their position for the month. Here is an example of what th

Under the Analytics of an Advanced Outreach, it shows top level metrics of all sends. Mousing over the four metrics across the top has a hover behavior that would seem to indicate they are clickable but the only one that is is the Participants metric. OR and CTOR mean less on an aggregate level if I can't see what the metrics are on an individual level - as there is no way to improve on something that I don't know is underperforming.  I've tried clicking each email step in the Snapshot view but loads participant activity which shows the activity in the outreach, not the activity of the email. Looking at the Activities of all participants at the Outreach level, it's not even possible to see what emails were sent because rather than including the name of the email, it is just the step name (Send Email) so this view is not much help.  I thought maybe metrics were at the template level, but can't find anything there either. Searching the do

Hi all, we track NPS data in our saas tool and I tried to implement the reports in Gainsight but we are not able to fit the requirements for the NPS Survey Responses object. (account Id etc)  I uploaded the NPS data to an NPS raw object in Gainsight. I used a bionic rule to transform the data BUT I'm not able to load this data to the NPSSurvey Responses object. This object is not available in the settings for action type "Load to SFDC object". Do you have an idea how to load this data to the NPS Survey Responses object?? Thanks for your help, Christian 

[Posting on behalf of a customer] I use the Scorecard all the time and then I want to drill down to get more color.  When do you see Gainsight allowing you to click on the Scorecard (for example the Company section) and have it move you to the cockpit only highlighting the relevant CTAs that are causing Company to be red? This would be a huge improvement.  Otherwise, I need to go on a fishing trip through all the CTAs and find which ones are relevant.