Archive

Would it be possible to add 'text color' as one of the rich text capabilities in a timeline entry like you have in the rich text fields in success plans?

I have a customer that often finds themselves needing to be able to resend a survey to a customer. They would like to be able to find a unique survey link and resend to that customer. Currently there is no way to one off send to a specific customer with the same survey code without it being automated in the Advanced Outreach.

Is there any way that we can allow for more than 10 Activity Types? Since I can't delete the non-specific ones like 'Email', 'Call', 'Meeting' and they count towards the quota limit. This means that I am limited in the amount of custom TL Activity Types that I can create. Not sure why there is a limit?  But it would be very helpful to increase this quota since we like to report on what our CSMs are actually doing and some of these Types hinder this. We would like to be able to differentiate between some types of Calls/Emails etc. If the quota was increased or if there was none, that would be helpful. I want the Timeline feature to be robust and this doesn't allow us to get specific enough. Having distinct Types will make it easier to filter through and report on said activities.  I did see another post regarding Activity types but it referred to being able to customize them. I think it might have been posted before this feature enhancement was pushed in one of the product r

I wasn't able to find another Community post regarding this so thought I would post this as an Idea.  A few of our CSMs have complained that when they log a Timeline Activity, link an "External Attendee" to the activity, and then create a follow up Task from that Timeline post. That the newly generated CTA in Cockpit does not automatically sync the External Attendee from Timeline to the 'Contacts' in the CTA detail window of Cockpit This would greatly speed up CSM workflow as they don't have to immediately go into Cockpit to sync the contact, which they just did when creating the Timeline Activity. Especially if they do not get to that new CTA for a couple of days and by then might have forgotten which contact this was associated with.  I know that some of the times, the linked contact in the Timeline Activity might not be the same contact for the follow up task. But, more often than not, the follow up task is usually related to the contacts linked in the External Attendee

I am assuming we are using the same framework for the Advanced Outreach Query builder that is being used for Bionic Rules, it would be nice if we could create a query for AO by selecting a Bionic Rule. I have a few scenarios where I'm creating an AO  and a CTA with the exact same data set. It would be nice to copy the data set from the Bionic Rule to save time.

Hey Guys, I have been speaking with a customer who would like the ability to flip the order of a pivoted table. Do we see this happening in the future? For example, I would like to have 6/1/18 on the most left side, followed with 5/1/18, etc

Hi, Is it possible to automatically grant a custom role basing on an email mask just at the moment of registration. Supposed case: We want to set "Employee" custom role for everyone who registers with our corporate email. It has a domain part @kaspersky.com . So we would like to realize the following scenario: An employee are registering. Platform check his email. If it is similar to the mask *@kaspersky.com the platform automatically grants him the "Employee" custom role. Then he/she automatically is granted an "Employee" rank (I adjusted this already) basing on his custom role. Then he/she receives welcome PM with some useful links including an Employee guide on working within the community. Of course, community managers can grant the custom role manually but it's much better to let the platform do it automatically. Sure you realize that managers may sleep sometimes 🙂 So it is possible now, or I should post it as an idea? Thanks.

We are only using Programs and no longer using Outreaches. It would be helpful to have the JO landing page changed to either be static to render Programs page instead of Outreach or be sticky for whichever JO section you were on i.e., Email Templates vs Outreach.

While working on a project to build a new ranking structure for our users, I pulled an export of all users to get a better idea of their activity on the community and tailor my new ranking approach. While the user export is full of great information, I wish it were a bit more flexible. Especially with the implementation of GDPR and the increased need for protection of personally identifiable information (such as email addresses), I wondered if it would be possible to choose what information we pull from our users rather than pulling every bit of data? Specifically, the ability to tick a few boxes to only select what data needs to be exported would be the easiest way I This would help protect our own companies from misuse or misplacement of our users info as well as give us slimmer, more streamlined exports. 😁👍🏼

I would love to see the added ability to include reports in email assist templates in addition to just those sent through Journey Orchestrator (https://support.gainsight.com/Journey_Orchestrator_and_Email/Standard_Outreaches/05_Configuring_Reports_to_Send_via_CoPilot) Our current use case for this is for CSMs to send our Gainsight customer usage report to the sales team prior to renewal. We do not yet have our sales team in Gainsight and Journey Orchestrator programs don't work for internal communications. It would also allow our CSMs more control over the message if we did decide on a customer use case as well, so they could edit/customize the message prior to sending the email/report to the customer. Thanks!

Currently when logging a Timeline activity via Sally you have to enter both a Date & Time. The idea is to remove time from being required and have it default to 12 am to align with the behavior when logging a Timeline Activity in Gainsight directly. This would free up much needed real estate on the logging form and make it more efficient for end users (less clicks).

Currently you can only select Today, Yesterday and the 5 days prior when logging a Timeline Activity via Sally. The idea is to allow a calendar box to select any date similar to the behavior when logging a Timeline Activity in Gainsight directly.

Was wondering how many of you are also interested in what topics are trending on your community. Not sure what the mechanics behind that would determine a trending topic but it might be interesting to see where people are interested in learning more. This could also help signal that you should produce more content about a particular topic/item. Wondering if it would be useful to have that here, along side the other options or replace one or in a different format all together. If you think having a 'trending topic' section would be useful - consider voting for this 👍

Hi, on the Roon-community I just found this nice example on how they automatically speak to all their visitors who are reading through the content. As with any community, the vast majority using the community are users who are browsing through the page & content without being logged in (>85% - your google visitors). All we know so far is that they come, read and disappear. The below, however, targets exactly these users plus provides them with a clear benefit message at a point where they are attentive. I'd think a similar option would be a great addition to the inSided platform to target this group of users who's otherwise very elusive.

The idea is to enable a user to add a brief (3/4 line) status of a client which can be specifically used for reporting purposes. In the Summary view under Relationship 360 provide the following: Status Summary [FREE TEXT BOX] e.g. Status Summary [Customer is planning to deploy a new customer in Dec. To provide quotes for additional services.] The existing Comments free text field should still be used for general information and I actively use it for info not yet available on our existing deployment. Other requirements 1. Be able to export the Summary field details for a specific customer or all assigned customers 2. Be able to select the fields to be exported e.g. Client Name, Status Summary and Comments

Our CSM's often use the filters at the top of a tubular report to narrow down the data they are reviewing (see image). Ideally, they would have the option to either export the full data set OR the data that is available based on the applied filter.

During the Gainsight Pulse, I understood that Gainsight was increasing our ability to share reports with users without licenses.  Is this correct?  Would be great to understand if this view only functionality and sharing exists.

I like the customizable labels in articles! I’d like to be able to customize the label for all topic types instead of just for articles. For example, we change a marked answer to update a certain topic while keeping older updates available: https://forum.telfort.nl/tv-338/de-volgende-update-voor-je-tv-ontvanger-november-7-3-56-2-73706 But the ‘answered’ label doesn’t make sense there, a label like ‘updates’ would make more sense. Another label that we'd use instead of 'answered' could be 'disruption', a question topic (featuring a marked answer) that's used as a gathering spot for users to talk about an ongoing disruption. It may be changed to 'Solved' after the disruption has been solved. Our creativity’s a bit curbed when it comes to labels, and I don’t think it has to be.

When you use a filter to view specific rules in the Rules List, the next scheduled rune does not show up. For example, I want to look at all Custom Rules that are Scheduled so that I can start converting them to Bionic Rules. However, when I apply a filter (shown in screenshot), I can't see when they are next scheduled for. I would want to use this to group rules together that run daily vs weekly vs monthly vs quarterly. Can we show the next scheduled run even when the rules list is filtered?

For the new Global Timeline tab to be really useful, my CSMs would want to be able to filter it for just their Accounts, and my Implementation Consultants would want to filter for just those Accounts where they are the 'IC' AND the Account Lifecycle Stage is "Onboarding". (All of these are fields on the Account.) Right now, they can only filter by Activity Author, but that doesn't give them visibility into "what's going on for my accounts?" or the ability to search for "where was that note about an upsell that I remember someone put on an Account last week but I forget which Account..."  Nor does it give a manager access to, "What's going on on this person's Accounts?" Also, the filter should be [i]sticky, so that they can automatically come back to the view of Timeline that's relevant for [i]them.

Since the administration sub-menu includes many items and right now the best way is to search an item (in the search box) rather than scrolling down log list, it could be a good idea to have an option to pin your favorite items and have them at the top of the sub-menu list. I believe their are 4-5 most common items that admin are using so it will easier to get your most favorite ones first.

Hi Guys, I'm looking for a way to create CTAs with a specific Due Date by the rules. I've posted before replying about some other guy suggestion about it (3years ago). But I didn't have any answer. I would like to know if someone has some workaround to do this: We try to create an alternative with Process Builder, but it doesn't work I don't know why (maybe because has some Gainsight apex that updates de Due date in the CTA creation). If someone can check our logic of Process Builder and give some advice will be great as well. My intention is: When a CTA is created I want to update the Original Due and Due date to the last day of month from Today()+7 So we did in Salesforce Process Builder the following steps. 1. [JBCXM__CTA__c].Name contains (uncovered customer) - Sample of some CTA. 2. [JBCXM__CTA__c].JBCXM__Source__c = Rules 3. [JBCXM__CTA__c].JBCXM__Reason__c= a0U1a00000G3APaEAN - Our Reason ID 4. [JBCXM__CTA__c].JBCXM__OriginalDueDate__c is null = false So, basically get a

Currently we cannot report on Chatter posts that are appended on CTA's. It would be nice in the future to have visibility on these posts from inside Gainsight from report builder, similar to how we report on entries made on timeline.

It would be great to have more flexibility in sizing of containers on dashboards. I frequently am building views that are only two columns of data so would like to make smaller in general or skinnier.  Having only the few size options is very limiting to making a more visually appealing dashboard.

Once a new profile picture is updated in sfdc, it will break the old profile pic URL's and we are not replacing the old URL with timeline enteries. The timeline enteries referring to the old profile pic url would be broken.