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We are developing our nurturing program for existing customers and have run into some bumps in the road about whether to use CoPilot or Marketo to deliver our newsletters. Our marketing team uses Marketo very successfully for email campaigns to prospects and have volunteered to help with customer communications through Marketo. Their argument for Marketo and against CoPilot is based around having one source of truth for opt-outs, bounced emails and spam, and if it ain't broke, don't fix it. I have a hard time arguing against this. I am also considering integrating Marketo with Gainsight to use Powerlists to trigger Marketo campaigns. Does anyone have experience with this? Any lessons learned, recommendations? Thanks, Steve

Add CTA and Cockpit capabilities, not just view them on My Dashboard

A previous CRM that I had used had a sync between the User's email address and all Account's addresses. For instance: If we created a new User with the email address example@example.com, every time that they sent or received an email from any of the accounts that they contacted in the system (account1@example.com, account2@example.com, etc.) the email thread would be automatically posted in the account page in the CRM. The best part is that it was completely automated, so we were able to see all contact from all Users with every account as far as email was concerned.

UI Suggestions for the AO query from Mark Ace, Higher Logic. make Account Names linkable to the C360. send email when participant sync completes, as with power lists.

It's difficult to manage overdue tasks directly from the cockpit where the teams go to manage the day-to-day. It's hard to manage or sort the tasks by date rather than by the date of the overarching CTA and to be able to filter off of overdue data

Right now, it seems like we are pulling the label name in the following dropdown within bionic queries in both Advanced outreaches and rules. In the above instance, one is the partner account lookup while the other is the regular account lookup. Any way we can differentiate the two more? It causes problems if the user doesn't have access to the partner lookup.

If a don't notice that a rule is disabled before I go to RUN it, nothing stops me. It lets me run the rule.  I don't get any failure emails or anything.   It's not until I realize that I haven't gotten a success email that I notice the rule never even tried to run because it was disabled. One of the following should happen: A) If I want to run the rule, just turn the rule on for me.   😎 If I try to run the rule, and it's disabled - don't let me go through the motions of actually running it. Preferably A.

Currently only the Lifecylce CTA has the option for reoccurring events. It would be helpful for it to be available on an Activity CTA, as well.

Use case is a CSM will move out the date on a Task that is a part of the playbook and there is no way to track this change or see why the change was made.  Would love to have a way for the user to identify why the date was pushed out.

Hello, Everything is in the title: is it planned for the future to have the possibility of uploading images in the private message section?

One of the good things about power lists was that you were able to create a pretty non varying list and reference it with various outreaches. For example, you could have a power list with all Admins of a product so you can send release notes to them. This was simple because all you had to do was select the power list and you're done, no power list config required. Bionic queries are definitely the way to go but the setup can take long even for a simple list. Is it on the roadmap to save AO queries in a similar fashion?

I am considering enabling the Storage flag under Application Settings: I have a few questions though: How long are files stored here? I assume the success/failure notices still come through as emails, just without the file attachment? It says this applies to Rules, Power Lists and Outreaches.  • Is that ALL rules or just Custom vs Bionic Rules?   • Does this include Advanced Outreaches or just legacy Co-Pilot outreaches?

After working with support, it seems we can only create CTAs based on certain question types. We were trying to add a CTA based on a rating of less than 4 stars using the Rating question in a survey and were surprised this was not possible. It would be great to be able to call a CTA on all survey question types, especially ratings. The only workaround is to use NPS, which we'd like to avoid. 

I've had a problem for a while now... I think when it comes to the actions in the roles engine, the whole thing is backwards. Rather than saying what I want done and then setting criteria for that action, the engine should let me set the criteria, and then say what should be done. Whenever there are multiple actions, this inverted order would be much simpler to build and understand. For example, when a deal closes, I have several actions that need to be triggered, and the differ based on the tier. As it stands I have totally independent actions. I'd like to be able to say, for strategic customers, do these 3 things. That would also work well for setting health scores (for strategic customers, this value means green/yellow/red, etc.) And there's no downside for single-action rules.

Currently, "Search CTA" is not displayed in the search window unless the CSM hovers over the window. It would be a more consistent user experience and easier for new users to locate where to search by CTA if "Search CTA" was exposed in the window. (Note how "Reason" & "Customer" search names are directly exposed).

Our CSMs can never be quite sure when someone's going to end up on a customer phone call who they've never spoken with before. If that person doesn't exist as a Contact on the Account, they'd like to still be able to save the name in the External Contacts field. The process of adding a contact is far too bothersome to do on the fly. Consider tagging people in a picture on Facebook, where it autocompletes with the names of people you know, but, if you type something that doesn't match any of your friends, you can still hit 'enter' and that tag will remain in the photo. I would be wary of having a [i]separate plaintext field for people-who-are-not-Contacts, since some CSMs may not bother with the search functionality, and just jot down names in that field, and then we would have lost [i]structured data that we should have. It would be best to have one field that does live search, but also accepts text as-is.

Currently, if a power list has no recipients found, it will email the creator of the power list. Given that we are a dynamic org where there are multiple admins, it would be helpful if this email came to other emails than just the original creator of the power list. Similar to when a rule fails or S3 connection fails, where you can designate the recipient of the failure email.

I have a customer that has consolidated their types and would like to be able to turn off the "email" activity type, they did this to make it easier for our users to have more of a one stop shop.

It would be great to have more information on the Power List view. Here are a couple ideas: Folders, like in the Reports UI A description text field - maybe it would show up in mouse-over. Indicator for how the list is used. If it's used in a Survey, shows a link to the survey. Likewise, if used in an Outreach, show the name or link to it. In the Outreach panel, there is a handy link to the associated Power List. Make it reciprocal. Indicator for date the list was last used in a survey or outreach. Is the List built from an uploaded CSV? If so, indicate it in the list view, maybe with an icon. Now, the only way to know is to open it for editing. 

We need to include reports in table view in our email distributions. Both in CoPilot emails and also in CTA-based emails. We are trying to create a dashboard style report to distribute to clients to help them understand utilization. There are some data points that really don't make sense in a more graphical format.

It will be very helpful to have an option within rules to clear the current value before the run. Very often, we need to add such actions to the beginning of rules. This is needed in cases where the data that we use to update a field, don't have values for all the relevant customers. If we don't add this action, previous value remains while we should have a blank value instead..  Having such option as part of the rule definition can save this work.

Within Email Assist for CTA tasks, we're hoping to send the same email task to multiple people on the account at seperate times, without having to replace the playbook.

Use case: While creating customer-facing usage reports, I am having to create numerous AO's segmented by the customer's license level: One AO for customers that license >20 seats, <10, etc.  To get around this would be awesome to create one AO that just shows the top 20% active users, and bottom percentage as well. 

I would love to be able from within Advanced Outreaches to select rules that I have already configured in the Rules Engine. That way when we have very similar outreaches that vary slightly, I can use the rules engine one in AO and modify as needed to meet this specific outreach needs. I know I can clone AOs, but sometimes I just want the participant selection piece while all the other components are different.

I know that there are other email-related posts, but I didn't see exactly what I was looking to vote for so I'm creating this post. We have a lot of people who care about accounts but aren't necessarily assigned to them or will ever be assigned tasks/objectives/success plans. Even for those who are, there isn't an effective way to get a regular digest of everything you'd care about, e.g. upcoming/overdue CTAs. Managers want to have a way to get email notifications about things accounts we flag as risks or go-lives we have coming up in 2 weeks.  In short, would love a way to sign up for email notifications that gives you the following options: Frequency: Daily, Weekly, Monthly Content: CTAs, Success Plans, Tags Accounts: use some sort of a SFDC or Gainsight data field criteria to be able to quickly group accounts you care about.