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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 Pe

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?

As a CSM I need to log activities and emails according to my client's time zone so I can reference the time in a meaningful way to my clients. Acceptance criteria: Convert times entered in my local time zone to the client's time zone Display both times in Activities and CoPilot Allow a toggle between my time zone and client local times in Global timeline Examples: My client on the west coast and I am on the east coast. 1.  I refer the client o an email was sent in the time according to my time zone.  The client is unable to find an email at that time because of the difference in time zone. 2.  I refer to a meeting from Activities in eastern time and the client thinks they did not attend because they do not see any meeting at that time on their calendar.

There is currently functionality to Associate Objects to Relationships via another Associated Object.  Two things that are problematic with this feature: The name is misleading, as you aren't using other objects that you have already associated, as the prerequisite for an object to appear in this list is that the object must be in Salesforce, and it must have a lookup directly to the GS Relationship Object The fact that this object must live within Salesforce severely limits the use of this feature.My asks are this: Rename the feature since it seems (at least the way I read it) that you can string together object associations (which would actually be awesome!) Allow the object to live in MDA so that we can conveniently setup our own junction / mapping objects to help us associate data to Relationships easier.Example use case: RelatiProduct Families Child data only contains Product names (no association to fam

As we're working on creating a new Data Space to incorporate some additional fields, we ran into a road block with the limit of 100 fields.  It would be awesome of this could be increased, to possibly 200? Or more. 🙂

Could we please have a feature that tracks the changes made and change owner for all configurations in Gainsight

HPE has requested enhanced audit tracking as a part of their implementation. This tracking would fall into two categories. 1. Data tracking ex. A relationship owner is changed from Person1 to Person2. They want the ability to see who changed it, when it was changed, etc. 2. Configuration Tracking  ex. a rule is modified and they want to see who modified and when (and potentially restore!) They will have 3-4 business units in Gainsight and are very concerned having multiple Admins working on features that could be related or directly impact each other.

It would be ideal if there were additional ranking system question options for surveys. Currently, the only option for 'ranking' within the survey product is a star ranking.  Our preference would be to rank on a scale of 1 - 10 and to be able to include text next to the scale to explain 1 vs. 10 - like this: Or when you hover over the numbers (or stars) it would display a descriptor of what the selected number or star means. For example, if you hovered over the '1' it would say 'Not at all'. Our work around given the functionality that is available in surveys looks like

The ability to add notes to timeline reporting is a great, new feature- thanks! However, we really need to be able to drop it into the "group by" section of the report builder. One particular use case is as follows: We regularly report on timeline activities, especially the last entered activity for each customer. However, a handful of clever CSMs have noticed that adding "placeholder notes" keep them from being flagged as not updated (for example, I see notes like, "updates coming soon!"). I'd love to be able to make a report that shows the last entered activity (e.g., the MAX date for the activity on the account) with the associated note so I can confirm it's a valid update. Work-arounds are welcome, but I think this should be an easy functionality to introduce (I can do it in SFDC... ;)  ). Thanks!

Starting the week of October 9th, we’re launching free Virtual Instructor-Led versions of all our Gainsight training curriculum! Register here. Why? Many people prefer having a real instructor for questions. We keep it fun and have a “co-pilot” (pun intended) available to help answer questions during the classes.   Note: These classes are in addition to existing On-Demand courses. Customers can take both ... no restrictions. Questions? Contact training@gainsight.com

I understood that the Person object was developed to unify a single individual's experience if they are listed as a contact for multiple accounts. However, Copilot can only send emails to the contact records instead of the person record. What is the reasoning behind that? I can think of a couple reasons why sending a copilot email to a person record would be beneficial over sending the email to a contact record. First, we would like to send an email based on a custom field we built on the person record. And second, some emails only need to go to the individual once regardless of how many accounts they are listed as contacts for.

I have a customer that has had a few questions surrounding success plans. We recently had a release that fixed the issue of the report details being rendered outside of the report (see before image). Now the verbiage is being shortened and the full description cannot be read.  I understand that this is expected but would we be able to readjust the the report in a way that the details do not get cut off? Before:  After fix: 

In one of our success plan templates, I'd like to add a field that will vlookup to the account Contacts - our customer contacts are stored in SFDC and we have a report in C360 showing a list of customer contact names.  In this success plan template, I'd like for CSMs to be able to add multiple contacts that are part of this SP template - but rather than having a text field and people typing in names misspelling them, I'd like to be able to add a multiple choice vlookup field.  Is there a way to do this please? Thanks Katerina 

It would be nice if we could inform users who would like their account to be removed, about what will happen to their account. Here is an example of such a notification by Helpling:

Our customer success organization utilizes a four quadrant matrix chart (Magic Quadrant) for our territories and lines of business. A great feature add to our chart options in Gainsight would be the ability to have this four quadrant matrix. This would help us maximize our use of Gainsight reports & dashboards for internal meetings and reviews and not export the data in Gainsight to create in other BI applications/excel. 

We're already in contact with Gainsight support about this but I wanted to throw it out here in the community. We're running into an issue where the share button for our success plans are disappearing sporadically. There hasn't been a clear pattern for when it disappears... sometimes it's just for a few clients and sometimes one CSM CAN see the share button for a client and another CSM or admin user CAN'T see the share button for that SAME CLIENT... It's really weird and L2 hasn't been able to give us a clear answer.... We've inspected the page several times and the banner for where the button is supposed to be is just GONE..... not in the code of the page at all when it happens...