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I found with a few customers who have partial saved responses that convert into partial submit on Survey Expire Date, they don't make it into survey flattening due to the scheduling not running for that Expire Date day. This causes the response number in flatten object to be less than the number on the Survey Dashboard. Workaround is to extend the expire date, but was hoping for a more smoother/easier alternative by having the flatten survey reset one more time after Expire date.

In the image below, you will see that we have changed the order to priority.  That works as expected, the issue lies in how it displays the order. Notice -High -low -Medium The ideal and expected display would be in order of priority and not alphabetical. I do understand this is how it was designed but based on workflow I would want to look at medium priority before I would want to look at low. I think that would be the case for most people. The ask is to have the sorting by priority level and not alphabetical.

Currently when creating a CTA from the survey section you have the option to tokenize three fields: Account::Account Name Survey Participant::Display Name Survey Participant::RoleIt might be nice in the future to have the option to tokenize not only that but the NPS score of a survey and the comments. It would give insight directly in the CTA title of the participants overall feel on the survey. There is a workaround by performing this function from rules engine but being able to do it right from the survey tab would be pretty cool. 

I don’t know why the exports are in the UTC timezone in the first place, but it makes exporting a drag. Every single week.

In the new search bar as well as the old one, you can do an empty search. Press enter and you get the results for "". It's a useless operation, looks weird and should be removed in my opinion.

Being able to preview rule results from bionic rule runs without having to download a csv is awesome. It would really be helpful, though, if when sorting numbers within the preview, place values were respected.  example of how sorting works today: This gets pretty confusing to look at while QAing/ testing rules. 

In Playbooks permissions it would be very useful to also have the ability to View (beside Create, Edit, Delete). We are using Playbook description to give predefined guidelines to our CSMs. If I want them to see the description of the playbooks, I'm forced to give them Edit access which is not a great option.

When you hover over a link or image within an email, preview text is shown. I'd like the option to control how the Preview Text and Alt Text appears. This does not seem to be a functionality available by default. Here's why it's important to have this functionality available-- When using link tracking for emails, a Gainsight link is created to complete that tracking. The link generated is over 800 characters! This entire link appears in the preview text for email recipients to see. It looks a lot like spam. As a consumer, I'd be hesitant to click on any links that looked like this. Screenshot of link: Industry/

Hello, When I am in the SF Lightning experience, and click on 'Add' on a C360 related list, it takes me to a record create page, but in Classic. Is there anyway I can default this to always open in Lightning?

I am trying to look at the same field in the Show Me area and see three different lines in my line graph.  I would like to see the average of that field as well as the Maximum and Minimum, grouped on the By field.  Is this possible? 

I have gotten many requests to be able to search for accounts by associated contacts within the Gainsight search bar. Basically we would like contacts to show up when searching in the Gainsight search bar and then go to the C360 contacts section when you click on the contacts name in the search preview. 

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

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.