Archive

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.

I came across an issue recently where a customer accidentally locked themselves out of a survey and we had to regrant permissions from the backend. This issue came about because users were not aware that survey level permission override module level permission. I think it would be helpful for us to be able to designate a "super user" of some kind where we are able to assign permissions that supersede all other survey permissions on both the module and survey level. The idea here is to have a user that can access the surveys no matter what happens to the other permissions as a safeguard to ensure that customers do not have the ability to lock everyone out of a survey entirely.

Are there any plans to allow for the insertion of calculated fields in the content of the letters or surveys sent via Advanced Outreach? Use case: As calculated fields allow us to pull related information from other tables (some information may have been created through surveying the customer), it would be very helpful if we could insert the value of such fields in the letters or surveys produced, either to present thta info to the customers or for our own internal purposes. Right now, calculated fields appear to be only usable for testing.

In Control we have the option to make email addresses visible to specific users. This can be handy not just for moderators but also for developers who have no moderator access on our forums. While the option is still in Control we have lost this on the front-end since we moved to Branded Templates. At the moment I need to click a user's profile to get the email address. Non-moderators cannot get the email address at all. Can we bring the visibility of email addresses to Branded Templates?

Hi all, At this moment it is not possible to change the color of the description in the subforum image. The photography from my company is very light. So the white text disappears in the background. I would like to be able to change the colour in control :) And if possible also the location of the text.For example in the middle.

Often times our CSM's want to be able to enter activities for multiple clients at one time.  Maybe they are on back to back calls and haven't had a chance to go in and log all activity.  Being able to create entries in one place (ie - on the Global Timeline) regardless of customer would be beneficial and would greatly reduce the number of clicks for our CSM's.  We also require CSM's to track their time spent on non-client facing activities against an internal dummy account and this would allow them to do so all in one place. 

We are looking to share more information with our customers about their account in our system. One of the goals is to allow them to provide us with updates about who should be Contacts on their account.  My thought was to make a special C360 layout with only the necessary info, then share that out to specific contacts on accounts via an Advanced Outreach. The replies would allow us to take action and update their list of contacts. I found this article to support the sharing side of this: https://support.gainsight.com/Product_Documentation/CoPilot_and_Automated_Email/Admin_Configuration/... However, I am looking for guidance on ALL the steps to accomplish my workflow. It seems I will need to import contacts into Gainsight Person or something, but that is foreign to me. What do I need to setup to accomplish this goal? Thank you everyone!

As you can see in the screen shot, not having the ability to re-order the legend can make it pretty difficult to properly read a graph. If we could re-order the legend and have the order reflected in the graph as well it would make the data much more digestible. I think one glance at the chart makes it easy to understand why the ability to do this would be helpful...

It would be very helpful if it was possible to assign different lifecycle stages based on customer type or subset. For example, our direct channel clients have a pretty different lifecyle from our partner clients. Within those channels, there are differences as well. Some stages don't apply to our smaller  I suppose we could use MDA or Salesforce to get around this from a reporting and tracking stand point (and to some extent we currently do) but this would be a nice feature to have within Gainsight.

It's difficult when you're testing/troubleshooting to correlate the action results from the rule execution log, especially when there are duplicate customer names, etc.   Unless there is a setting I've overlooked - would be helpful to have the ID mapped to each line in each action tab for faster mapping.

Please give us the option to reorder and disable the introduction widget. The recently added Widget Management feature allows you to configure the widgets displayed in your community sidebar. It seems logical to me to allow some flexibility for the introduction widget as well. I'm really curious what webdesigners and users have to say about this widget, across other Insided customers. The feedback I've gotten: "Why is this bar there? There's another button to start a topic, right?" "What is the X for? So this bar just disappears when I press the X? And then it never returns?" "The icons are really striking, but it's confusing." All I want to do is disable this widget...

I have a customer who marks different emails as customer success emails in their own instance.  Currently when you opt out of one customer success communication you opt out of all of them.  We would like to see the ability to opt out of individual ones at a time instead of all.  Do we currently have any way to get around this limitation?