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It would be nice to group the filters and criteria in the rules engine (dataset and actions) by how you define them with Parenthesis.   Example: (A AND B AND C AND I AND K) OR (D AND E AND F AND I AND K) OR (G AND H AND I AND J) Visually it would be nice if there was a view that grouped by parenthesis so in this case I would have 3 groups when the grouping view is turned on.  This would allow for easier troubleshooting when trying to read through the advanced logic to see what all is being filtered. 

I have a customer that wants to have the option to have CTA/CTA tasks objects to use Gainsight MDA objects only. In their instance the Gainsight CTA object is adding up to the load that they already have on Salesforce. It would be simpler and easier for them if they had the option to make Gainsight CTA tasks a recorded part of MDA rather than SF.

This is a suggestion from one of our CSMs: "As a CSM, I would like to see a flag or indicator next to the client name if there is more than one CTA in our cockpit for that specific client. This would be helpful as I am going through my cockpit so I can tell if I have an outstanding CTA. In this case - this client happened to have one notification to do a business review, and another notification to complete some year end proactive outreach."

We have C360 layouts set up based on product sets using a custom Customer Info formula field we created called "Layout Type." I want to create a layout that is strictly used for Gainsight Admin but I don't appear able to add a User Attribute to a single layout - it's all or nothing. I'd like to be able to either apply the user attribute to a Layout without having to set it for all other layouts OR have a special "Admin" layout that I can switch to whenever I need to.   There are often times we have fields that we don't want end users editing or visible but Admins need to be able to see/edit when necessary.  It would be great to be able to switch from regular user view to Admin view and back again as needed.

Test - do you think the Idea selection is a good idea? 😃

My users need the ability to select CTAs randomly (not always by straightforward criteria) and bulk change them, e.g. Snooze them for the same amount of time and for the same reason, Create the same Timeline activity (like an update that applies to all of the accounts selected), change their status, re-assign them to someone else. My users do not have access to the Mass Edit feature and for very good reasons, nor does that feature include all of the bulk actions we need.  Using it also assumes that these CTAs can all be queried by some general criteria, which as I mentioned above, is not always the case.  The CSM needs to pick and choose which ones to bulk update, ideally from the Cockpit.  Please let me know if anything like this is currently under consideration/on the roadmap. Thank you! Sarah

The NPS tab is fabulous, but I find it painfully static. Would love the flexibility to be able to pop in some filters in that view (example, ARR > xx, RegiAPAC, Coach = xx, etc etc) Has there been any thought put into it? I know I'm able to do this in the reports, but I'm finding it quite cumbersome.  Thanks! 

We are loving the CTA functions, but have an inherent issue. The emails sent from CTAs are not being auto-logged to Salesforce. Additionally, the replies go to the CSMs inbox rather than a queue somewhere. The same phenomenon exists for emails sent from CoPilot. Is there any function of Gainsight that when an email is sent it is (1) logged and (2) replies go back to some portion of Gainsight?  A comparison is Cases within Salesforce. I am not sure if this exists though. One alternative I thought of us using the same Gainsight logic to generate a Case in Salesforce rather than a CTA. No real issues with that, but I figured I would check.

My apologies if there is a post - I read through a few and couldn't find this exact request.  But we're looking to know if there is a way to change due date of 1 day of newly created CTA's to maybe 2 days instead?  So when a CTA is created, rather than a due date of tomorrow - it would have a due date of two days out instead. [Or whatever the ADMIN sets.] We have a group of users that are heavy on manually creating their own CTA's and this is a rather hefty request.  We proposed Playbooks - but when they provided the list to cover their scenarios, it got a little wicked. Looking forward to everyone's feedback! (Also, HI!!)

Is Gainsight considering adding the option to add a "view this email in browser" link to the bottom of emails, perhaps alongside the unsubscribe link? Many, if not most major email providers offer this option, where the HTML email is archived for 14-30 days, allowing contacts to click the link and view the fully coded email with images et al.  This would be really helpful as we move towards redesigning our templates to be more image-heavy. 

Pretty exciting to see live search coming to branded templates and it's quite a good experience here! Without having tested at our own community, it's a Pandora's box though. Unfortunately, the regular search is still no good for certain searches. I have trashed 6 pages of results before to get the relevant result at the top ... (and ever since, I've stopped doing that) 🙄 So my request from april 2017 still stands: - Give us the option to keymatch and promote Sticky Topics and / or topics with a certain moderator tag. Either for regular search, live search, even related topics or all of them.

With the ability to add tasks to timeline events it would be nice to report on them when reporting on Timeline Activities.  Currently these tasks are either stored in CSTask or the Call the Action object in SFDC and we are not able to pull into a report on Timeline Activity.  It would be helpful to be able to pull all of these in one report.  

Is there any wisdom to tuning the Scorecard 2.0 UI slightly, so the Current Score is incorporated into the Scorecard History bar chart? I'm finding many of my users on Scorecard 2.0 tend to scan the Scorecard history via the bar chart of the score. However, the Current Score is not on the chart, and it's slightly counter-intuitive that the Current Score isn't presented graphically alongside the Scorecard History, and thus a trend can be less obvious. In this example below, the Current Score for this item is 30 (solidly Red). However, if you scan the history from left-to-right for a trend, the user can sometimes think it's green, because the last 5 datapoints from the scorecard history were 100 (solidly Green) and the current datapoint doesn't appear, signifying something is clearly up (or in this case, down) for a customer. It's mildly counter-intuitive to read from left-to-right, where the user first encounters the current score, then jumps back 26 datapoints and then travel

The attributes that are shown in the C360 view are different from the attributes that are shown on the Exported PDF file. Workaround followed: Create a UI View for the tab Customer 360 Add the fields which the client wants to see under Attributes in C360 Save the UI view Now if they export the C360, the fields that we added in the UI view will show up in the attributes section on the exported PDF fileIs there any way to change this behaviour? 

One of our CSM who handles hundreds of smaller accounts would like to be able to print multiple PDF files of the C360 view for all of the accounts coming up for renewal in the next 30 days. In other words, it would be very useful for him to setup a criteria (business rule) to have multiple PDF files created and sent to his email. The business case he describes is that he could then go over multiple C360 views quickly.

According to this article the emails should be coming from the OAuth user: That's not what is happening in my environment.  They are coming from one of our admins: My OAuth User:

Hi there, On communities I have managed before, when a topic or reply is reported, rather than a link to the original post within the report (which is useful), the content of the original post would also be in the report. This would be so much more useful as prior to editing a post, we would need a record of the original content, and this means having to screenshot and save the content every time before amending this. Would there be a possibility of updating this feature? Thanks, Sam

Our CSMs live in OneNote (simple task tables) and Excel to maintain smaller follow up items coming out of meetings or discussions.  These tools are effective because they provide a single view of all the items along with easy edit capabilities to run through the list to make updates with minimal clicking. The cockpit is a nice feature, but it is a bit to heavy to be a daily task management tool.  This forces our group outside of Gainsight for managing tasks.  Ideal state would be to create a "Task Cockpit" that would be a simple editable grid of tasks.  This would have functionality that allows a grouped/sorted/filtered view by a various of task attributes (i.e. Account, Type, Status, Date, ect...).  The grid would have functionality to add columns or custom fields that are associated with the tasks.  This is something you can't do today in the cockpit since any columns are mainly for CTAs not for tasks.  This "Task Cockpit" would also need to allow

Currently, linked questions allow for only one dependency direction per question, and page branching is restricted if questions are already linked. These limitations of not being able to build multi-level dependencies is quite disappointing. I would love if we could link questions to already linked questions and even branch to different pages depending on how participants respond to linked questions.

We have a tabular report as part of a Share 360 view that contains a list of cases. It includes the Case Number as a reference for the customer. This field, however, is linking to the SFDC record of the case which cannot be viewed by customers (our customers are not SFDC users).  We would like the ability to remove links to internal data from Share 360 layouts to improve the customer experience with these reports.

The Gainsight Survey tool is powerful, and it is the preferred survey tool for customers. However, there are times when you need to send a survey to contacts and have them forward it on to others. You may not want the responses to tie back to any account. For example, I have a customer who would like to send a survey to a user group to collect contact information. The survey will go to specific contacts with the intent it will be forwarded to multiple people.  The responses do not need to be tied to an account. If you select "Allow Anonymous Submission," you have two options with account tracking and without. Without account tracking you still have to submit an account to tie the responses to. The account you have to choose cannot be in Gainsight.  It would be great to be able to send a survey and allow anonymous submissions but not have to tie it to any account. Only collect the responses.

I see several posts on whether or not Gainsight respects field level security/permissions setup in SFDC. The answer appears to be no and there are recommendations to accommodate this including dashboard permissions, multiple C360 layouts, etc. We have another prospect asking about this, AspenTech, and I'd like to recommend GS respect SFDC field level security to avoid having to create alternatives. Previous posts: https://community.gainsight.com/gainsight/topics/security-restricting-view-of-a-report-in-c360 https://community.gainsight.com/gainsight/topics/does-sfdc-field-level-security-apply-to-visibility-...

When selecting the activty types from active to not active and then back to active from the Global set up, the re activation does not happen at the account or reationship level, can this be updated?

The general idea is to make the status of Sponsor Tracking visible on the Contact record for reporting and use within Co-Pilot filtering. If our AMs go through the process of configuring contacts for Sponsor Tracking in Gainsight, we don't want to duplicate that work by setting a flag on the Contact record as well.

I know there is a limit of 200,000 contacts in a power list for an outreach, but I was wondering if there are any limits to how many outreaches can be triggered in a day?