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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.

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.

The Go-Live of your community is a crucial moment. If you (for example) fail to include links in prominent places to point to the community, only few people will even know that the community exists. As only 0,5 out of 100 visitors will even post something on your community, it is very crucial to start with full force.This article has the intention to offer you a list of things that must be done before you go live. We hand-picked the top 5 items out of (the what we regard as) the three main drivers for initial community success, so that you can be sure that you are well-prepared for the launch. ContentHere you can find the preparation article for the Content strategy.Categorization is finalCategories and sub-forums should have clear structure and naming conv

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

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 seeme

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.