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I received a response from a customer that they were unable to use the characters they needed in a survey response.  After testing, I also received an error message that prevented the survey from being submitted with the characters.  The error message: "Please enter only alphabet. Supported special characters (&,.)" Can this limitation be removed, as customers may need to use other special characters?

Currently, when you create a Task from a Timeline Activity you can specify the Task Owner but the CTA that is generated is assigned to the user that logged the Timeline Activity. What we would like is to be able to create a CTA with Tasks assigned to a specific user when logging Timeline Activity that is not the Current User. Our scenario is a manager may log a call with a customer and then want to have follow-up tasks for the CSM. Currently, the tasks are assigned to the CSM but the CTA is assigned to the manager. The CTA can be manually re-assigned but it would be preferred to be able to specify the CTA assignee at the time of creation.

We currently use inline questions for NPS and also for CSAT. There is no problem with the inline question for NPS because it looks like an image that you need to click to advance to the survey where as the CSAT question does not look like an image. We have actually had people simply reply to the question via email instead of click on the hyperlinked text to go take the survey. We need a way to have CSAT or any inline question to look like an image that advances them to the survey. See picture. 

I think I know the answer to this question - and if I'm right then this may need to be converted to an idea - but is there a way to transfer CTAs, Email Logs, Scorecard history, etc from one account to another? Our SF instance is synced with Dunn and Bradstreet to pull in millions of accounts based on selected criteria (industry, etc).  But only a small subset of those accounts actually get activated and become customers. Periodically we have a situation where the wrong SF Account was activated.  And of course this doesn't get identified until months later and Sales Operations moves everything from one SF Account to another. As you can imagine, this significantly impacts Gainsight because now the Scorecard history, CTA history, any Emails that were triggered and logged to MDA remain associated with the "old" account. Is there any way to migrate these over and associate them with the "new" account? If not, it would be good to have a utility that will do this.

Our customers can have multiple account set-ups within our products. When loading usage data into an MDA table, we can sometimes have multiple 'product accounts' associated to a single SF Account. Ideally, we would be able to search the data by either SF Account or 'Product Account'. My ask, is that we can label a column as a "filtering search column" so that as a CSM is tying a 'Product Account' name, the list of options to choose from narrows, similar to when searching SF Accounts.

Currently, if a CSM is on an account page and say, wants to log a call. Goes to the Timeline to log that call but also wants to create a follow up, so adds a Task while creating the Activity.  This then generates a new CTA in Cockpit with the follow up Task. The CTA name pulls in from the Timeline Activity subject line. However, this doesn't seem to be very relevant. The way the CTA logs makes it seem like that the CSM still needs to do this Task which they just logged as completed.  I think this would be much more relevant for CSMs if the CTA generated was named after the first Task instead of the Timeline Activity. Not sure if this useful for other users or not but would greatly help our CSMs workflow. 

Today as I was sending a client a Success Plan, I realized it would be great to have this email logged in Timeline especially since you do not receive a copy of what you send in the email to the client.

I noticed in the 5.19 release that there was an enhancement made to timeline activities where you can use arrow keys > Enter on the keyboard to add attendees. Can this same functionality be added to the account search box in the big blue bar at the top that searches for accounts in Gainsight?

In an effort to try to mitigate this lack of functionality I tried to create a Bionic Rule that will pull all the values together I need in order to create a SF Activity on the account record. I have run into a challenge because there doesn't appear to be a solid way to map entries in Email Logs to entries in AO Emails (where the email body is stored).  I thought that Email Logs::ID would map to AO Emails::Email ID but that does not appear to be the case. I tried merging between the two tables on Email Logs::Account ID -> AO Emails::GS Participant ID::SFDC Account ID Email Logs::Email Address -> AO Emails::GS Participant ID::Recipient Email Address Email Logs::Template ID -> AO Emails::Email Template ID And that seemed to get close - but did not fully produce desired results.  I tried to find an ID field that correlates the entries in Email Logs to entries in AO Emails and cannot seem to produce one.  There needs to be a easy-to-use mapping between unique email sends betw

It would be great if Sally, when showing info about a customer, provided an easy link to the C360, in case the CSM wants to dig in more deeply or actually take action.

When I view some of the outreaches we've put together in Copilot, it seems as though we're only able to track the number of opens, clicks, bounces, etc. The way we currently track our email outreaches is by the % of unique opens, clicks, and bounces. While I could see the benefit of tracking the pure number of opens and clicks, is there no way to also track the percent of unique opens and clicks as well?

Current use case for us is that we currently track engagements through an SFDC form and would like to have the ability for our CSM/CSA's to tell Sally what it is they are doing for the customer.  Once the information is received by Sally the information would be updated to the timeline.

I have a request from a customer to be able to branch off of an NPS survey. After doing some testing it doesn't appear that this is possible off an "nps" question type. 

It would be nice if there was a way to Search for a field (Object.Field) and see the reports that field is used in.  On top of that it would be great if you could switch that field out (remove) and add another field to all of the reports that previously had the field you searched for.

Can we add a formula field in rule engine to capture the rule date.

I noticed an HTML formatting issue with two email templates that are used in my Advanced Outreach for our standard survey. I went through and reformatted them, but had to remove some tokens in the process. I figured I would have remap the tokens, which wasn't a big deal to me. Unfortunately, I now go into my Advanced Outreach to remap them, and it doesn't let me save the mappings. I know that most aspects of the Advanced Outreach are locked down once you start it, but now I feel like I am stuck. I am guessing since the tokens are not mapped any future triggers of the outreach will fail. I figured I would see if anyone else has seen this before I contact support. Is there any way around this?

We have a lot of CS executives that like to read through  specific responses to surveys and when they click the 'Response URL' link it brings up the completed survey in another tab. It would be nice if we could configure what information about the participant/account that we want, things like MRR and title, etc. Currently this view is not editable at all. 

When our executives first see the graph of user adoption over time in the Usage tile in the Customer 360 view, they sometimes fall out of their chair when they see a curve that shows a large decline.  Fortunately, most of the time this does not indicate a major drop in usage, just an inappropriate scaling of the vertical axis.  For example, if we have 10,000 users, and the scale begins at 9,997 and goes to 10,001, then an inconsequential drop from 10,000 to 9,998 (or 0.2%) looks like they're falling off a cliff.  We would like to have the option of forcing the vertical scale to start at zero, as well as the flexibility to customize the scale to other ranges.  

I understand that the Timeline feature will be added to the R360 in our next release.  One of my customers asked if R360 timeline notes will be able to be rolled up to the C360 timeline if a customer so chooses. Will this be possible and if not, is this on the product roadmap?  Thanks!

When creating an activity and adding users or attendees (internal or external) - you have to type the name then switch to a mouse and click to select.  I'd love to see a way to add attendees entirely from the keyboard or entirely with a mouse so you don't have to switch.

Humans thrive on feedback. We want to make sure we have an active Community with small subset of super users. These folks love when somebody like their reply. It often becomes a badge of honour. But inSided doesn't notify members when their reply is "liked". Why not? And more importantly what would it take to make happen?

I have been speaking with a customer who would find it very helpful to sort the Rules Engine/Rules Manager by date. He would like to be able to sort and show the most recently updated first, most recently ran first, most recently created first, etc. Do we have any plans for this?

I am logging this post for anyone trying to remove the "Ranking" Option in a Report after its been applied. Initially, I didn't think it was possible to remove the ranking... BUT there is a way. In the upper right-hand corner of the box there is an "X". While I am happy that you can remove this ranking, we might want to replace this "X" with a "remove ranking" link/button. The positioning of this X leads one to believe that it is simply a "close this window" and isn't intuitive to the user to let them know they can remove this ranking in the event that they wanted to. 

Hi guys, Would be great if we had the ability to filter the Rules by Execution Status. We have around 500 rules and a Filter with all failed rules would save time to prioritize to solve.. I know that an easy way to have this list of fails is registering my email to receive the alerts. But as we have much partial success because of the Segment.io the fail alert start to be a Spamming.  Thanks

When you report on timeline by date there is no way to group the date by month/quarter etc. Our team uses timeline to log everything, which is great, but there is no way for us to analyze the average time spent on certain activities by month. We would really love this feature.