Archive

Can there be some sort of tool tip regarding the Associated objects/fields in surveys? I see a lot of people get tripped up here because they think it is required to map the survey back to an account. Most people will not use associated objects/fields so I feel like we should link to the documentation or say something along the lines of "If you don't know what this is, don't use it" 🙂 (Kinda harsh but it is what I default to when explaining it) Maybe add it under something like "Advanced Settings" to avoid confusion? As I understand it, this feature was introduced to link surveys

The new MDA Transactional Objects, added so that transactional APIs could be created for the MDA, do not appear in the Rules Engine > Actions (i.e. you cannot load to a Transactional Object). They also do not appear in the Migration Tool, which means each object has to be created from scratch in each org you migrate through - often 2x to get to production with an enterprise customer.  This request is to add functionality or support to both Rules and Migration Tool so that the full functionality of both can be used with Transactional Objects. 

I need a way to see the GUID's we associate to the dropdown values we create in the MDA.  I noticed when I try to do a PIVOT on a data set that contains one of these dropdown values, I do not actually get the STRING data back, but rather the GUID value.  This makes it hard to build PIVOT conditions around this data type. My bigger goal is to align this around easy to configure Elements pieces, so while I could play with the rules and reporting to get me an answer, I need a faster and more repeatable way to get information from potentially multiple dropdown list values. Under Dropdown lists in the Data Management of Admin, I'd love for their to be another column of data added to the Dropdown Lists screen.  I think that would solve my problem.

Hi, My name is Vinny, working for Toon/Eneco. Some of our forum users are requesting a preview button before they reply or start a topic. I couldn't find any information about it, is this possible already? Vinny

We are running into the issue that we simply want the owner of the success plan to be the owner of the objectives for the success plan. Currently I have to find some random user object that doesn't normally get used. It's disruptive when that user is used and the objectives get assigned to someone else while the success plan is in a different owner's name. When the system can't find my user I've put in, it just defaults to the owner anyway, it would be great if you didn't have to hack this behavior and just have it happen. 

Display scores in circles on R360 based on 1-10 value system

Add Health Score Number and not just show arrow (scoring of 1-10, with decimal)

Any thoughts about adding a User lookup called "CS Manager" to the Customer Info object?  Just thinking it would help some of our customers who want to build team rollup reports, while making it alot easier for admins to deliver (without building multiple data spaces or having a new field added to the Account object, etc).  Generally, anything we install with the package is quicker than going through some customers approval processes.

Working with L2 and a customer we have found that they have accounts setup Parent > Child and when you go to email assist you cannot see the child's contacts from the parent.  This is an issue in the medical industry accounts because the doctors/managers associated with the practice cannot get emails from cockpit/email assist on the Parent account. 

It would be nice if we could collaborate on Email templates within Gainsight, the way we can with say, a google doc.  We almost always draft emails in a Google doc, so that we can collaborate with multiple editors and approvers. If we could even have a hyperlink to an email template to share with Gainsight users, that would be a good first step, but I'd love to see some way of inviting non-Gainsight users to at least view and comment on email templates as well. This is related to this other post: https://community.gainsight.com/gainsight/topics/copy-paste-into-email-templates Part of the reason we have so many issues with Copying/Pasting into email templates in GS is because we're always copying in a "finished" email. 

Many times I find myself needing to know the CSM for the account that was emailed a campaign. In the current state of the Email Logs object, we would need to add a column for this and map in the CSM via a rule.  However, this creates another rule that needs to be maintained. It would be great if the Email Logs object could be joined to another to be able to do this lookup in reports.

I have a customer that would like to "null check" a text field and use that to dictate a variant be used. There are a lot of filter options but != NULL isn't one. Engineering suggested enhancement request. 

We've recently created a survey (outside GS) that we're sending to contacts associated with the CTA.  Unfortunately, since it's a new process, our CSMs aren't so good at adding the contacts.  We were attempting to create a reminder email through copilot to send to the CSM when they closed the CTA but forgot to add the contact.  In talking with Support, there's not a good way to identify CTAs WITHOUT the contact. Has anyone done anything similar and figured out a good method? Ideally, I'd like to be able to select CNULL in some shape or form, but that's not possible today.

So when our team was discussing gamification and badges, we, among things, came to the following. When you see a badge, potentially the % of other members in the community that have this badge influences how much you may want this badge yourself. Per example, psychologically a number of the more active users will fall into the categories “I don’t want to be left behind” and “I want to have all the badges”. Gaming communities like Steam have been using this method for some time. Practically. Now if you would measure all the members of the community for a particular badge, the percentage would be rather useless. Because there is a very large group of members that register and don’t do anything or very little and you would end up with something like 0,00002%. But, here you can again look at the gaming communities. The percentage is logically only measured among the people that have the game to which the badge belongs.

Hey all, I am still not seeing "Email Logs" available when choosing MDA Subject Area in a Bionic rule. there were some older posts about this nothing present, but it seems to have been intended to be included in the 2017 Summer release.  Any guidance here? Thank you!

Our services team works across multiple accounts and it would make their lives a whole lot easier to be able to access all of the C360's that have been shared with them from one login, rather than multiple unique URL's. 

We are creating a subscription center for ALL customer comms regardless of tool they are being sent through, and would like to replace the required opt-out link at the bottom of copilot emails that are non-operational with our own url so we can manage all customer comms subscriptions in one place. We would just mark all co-pilot operational then include our own link, but many of our comms go to more than 5000 contacts at a time so we are not allowed to do this either with the current limitations in copilot. I understand the current limitations in place are to protect against SPAM laws, however our link would abide by all those laws, but with our own unique subscription center instead of the default gainsight email preferences manager.

I believe we currently have the ability to survey non SF contacts and link those surveys to a specific account but I wanted to take this a step further. We would use this functionality for training surveys once the session has ended. BUT It is not sustainable for one person to go in as an admin to the survey and upload the csv and then send it for 30+ training sessions in a week. When we have multiple trainers and multiple sessions per week we somehow need the ability to streamline the process. It would be awesome if we could key off a training record or project record or asset record in SF that has a list of participants where when then record is marked as "complete" the survey EVENT would trigger and upload the participants. This would be extremely nice to have. 

there are times when emails received from customers need to be posted to timeline but at this time .msg is not supported.  Can this be added to the roadmap?

We pushed out an outreach this morning, and there were quite a few bounces and skipped emails: I'd like to create a report that lists out all of the contacts that were skipped or bounced, so that our CSMs can update our Salesforce records. However, I can only run a report for hard and soft bounces and 'rejected' emails in the Report Builder:

I had customer that wanted to be able to report on automated communication going from Gainsight. Specifically a report that will give what is planned to execute like what can be seen in outreach details. Right now we can only view the schedule but no way to report on it.

just like in excel where you can add chart elements it would be nice to add a linear trend line to bar graphs or stacked bar graphs. 

We have a series of Outreaches via CoPilot that are sent to our users based on usage levels. This automation is in place to assist our CSMs and to remind our users to log in to our platform. I love that these Outreach emails log in the c360 page in Activity History and also in SFDC. However, it looks like the emails will log with the name being pulled in from the Subject Line of that Email Template.  I was wondering if there was a way to customize how the name of these emails log in Gainsight and SFDC? Changing the subject line in Email Templates wouldn't work since we want the emails to contain this when sent to our clients. However, this doesn't translate well when the email is logged since it's not clear to our CSMs which email in the sequence this falls under. Rather than having them remember the subject lines for each email (too many to remember accurately), I was wondering if we had any control over the logging of the Outreach? 

Add commenting ability to Timeline (like google docs). This would be huge. Right now our process when we have a big customer meeting is to send out a google doc to the entire company and open it for comments/input. For us to fully adopt gainsight timeline, it will need to have this feature. Very important I think for manager and others to give input directly into Gainsight. 

We have two type of customers we typically email via copilot during the customer lifecycle, "Admins" and "Super Users". Every account has 1 admin, but can have an unlimited number of Super Users. Sometimes they have none sometimes they have several. Historically we've sent emails to every user individually, but it would be much more succint to send an email "To" the admin, and "cc" all the super users. Is there any way to dynamically generate that cc list based on the user type?