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Hi there, our CSMs work with relationships only. When relationship owner is changed there is a need to change owner of all opened CTAs. I know it is possible (post is here) to change account owner in Mass Edit however cannot find anything that could help to solve the same problem on relationship level. Am I missing something?

A useful feature would be the ability to organize CoPilot email templates either by some type of folder system or by tags that can be placed on the template.

Posting on behalf of Matt Jensen from Mindbody -  To fully leverage the power of Advanced Outreaches, they would like to have capability to trigger text messages or in-app notification is part of a journey

I'm very happy to see that you can now create a Success Plan template! However, I'm finding a very important feature is missing - allowing an objective to dynamically be assigned based on a lookup value.  Instead, it only allows me to assign an objective to a single User, and if the template gets assigned to any account the CSM will need to go in and reassign each objective. It would be great if we could dynamically assign based on a lookup value -- like I do with CTA's for my CSMs, TAMs and Executives.

In most cases, when a CTA gets created using a defined playbook, we have a specific Reason we want to define for that CTA.   This includes when a CSM manually creates a CTA and attaches a playbook.   We have some issues where CSMs select the wrong CTA Reason when creating a new CTA and assigning a playbook and this throws off our reporting.   It would be helpful to be able to pre-determine a reason code at the playbook level so that when the CSM creates a CTA it automatically inherits the reason code.  There could be an override capability, with a prompt that says something like "You are overriding the pre-defined Reason for this CTA.  Do you wish to continue?" Perhaps the "Attach playbook" should be moved up earlier in the creation process so as to accomodate an inherited Reason.

Right now we only have a schedule for standard outreaches. It would be nice to see advanced outreaches along side standard outreaches. I understand Advanced outreaches don't really have a scheduled start time but it would nice to see when the participant sync runs along with other details such as the name.

When we migrate the success plan type to target org, migration tool doesn't migrate field configured in success plan type. Tested locally and found success plan type is migrated but not configured fields in it. Your inputs are welcome to fix this or confirm the future plan to add in release?

Ability to move widgets. For example in My Dashboard, having the ability to customize my view by moving different boxes around.

Field Character Limit needs to be increased from 40 to 50

Enhancement to Attach fields to R360/C360 page (Ability to add a column within a table for free text, Ability to add free text field on the Relationship Card)

It would be extremely helpful to be able to do calculations with our MDA data that would show us trends like deltas, drops in usage etc. Our key metrics are product usage, so we would like the CSM to be notified if there was a big increase or decrease from the week prior.

It would be helpful to add a description box to the Scorecard Config scorecard box that indicates which type of scoring scheme that scorecard is using.  This way I can quickly identify without doing the extra click of going into the Scorecard itself.

I have a request from a customer to get data out of GainSight via API. The customer is working with a couple tools (segment, tray.io).  Here are some specifics: [i]"We would like the Co-pilot outreach data + GainSight data on emails sent, opened, received, body, subject, clicks on CTAs, triggers/filters, sender name, sender email, (+timestamps), Account Name/id, CSM Name/Email, etc." I can see that they will want to get data out of different subject areas including MDA and SFDC objects.

Please add date fields as options when configuring the search for linked objects!  While configuring the search fields that show when linking a CTA to a linked object, I noticed that I cannot choose any of the date fields on the linked object.  I assume that is an oversight because I can't think of a reason why date fields would be excluded as options?   In our use case, many records from a custom object called Usage Data will be returned in that search, and the user is ALWAYS going to be looking for the most recent one based on a specific date field because it represents the most up-to-date usage information from our products, so it's going to take the user a lot more time to sift through the results and confidently find the correct record to link the CTA to.  

I'm working to develop a best practice for calculating the 'open rate' for our email outreaches run through CoPilot, but I'm seeing a few inconsistensies with the data. Ideally, this would be calculated automatically, but that's another request.  I find there are several methods of calculating the open rate; 1. dividing the aggregated "sum of opened" by the aggregated "sum of sent" x100 2. dividing the aggregated "sum of opened" by the aggregated "count_distinct of email addresses" x100 3. calculating the "count_distinct of emails" number twice, by running the data set twice. First, finding the total number of distinct email addresses. Second, adding a filter for "opened = 1" to find the total number of distinct email addresses that have been marked as having opened the email. I divide the second number into the first number to find the open rate.  Of these three methods, number 3 seems the most accurate, but requires running the dataset twice. All three methods result in s

I have an enhancement request logged to me by a customer. It is to add the ability to have two  different views within the gainsight timeline : a comprehensive view to show everything and an option for a summary view so you can summarize the key events for a customer maybe a collapsible view from the original timeline where you've flagged key events.

One of my customers inquired about a feature they would like to see in Gainsight. Perhaps there is something on the roadmap, as I have seen a similar post about 12mo ago on the community. The only obstacle preventing some Professional Services teams from using GS if the following: Ask is for the Professional Services team to have a way to log the hours completed and see the hours remaining on a project (much like our PS team does is Clarizen now).  They would prefer this "time tracking" feature to be in Success Plans, but said if also housed in timeline that would work. The "duration" field in Timeline is not a work around for them, as they want to see one central record of hours completed on a project.  Thoughts?  Thanks!

Query Builder in Advanced Outreach seems like a very powerful tool to be able to pull in recipients based on a multitude of data options but I have concerns about using it because it seems very cumbersome to validate that you're getting the correct criteria.  I'm sure this is on the roadmap already (at least I hope it is - a quick search didn't find this already in Community) it would be very helpful to be able to export the individual Query Builder components so that you can validate the data before actually publishing the outreach.   Someone in support suggested building a Bionic Rule using the same criteria to validate, but that causes me double work.  Alternatively, if I could create the Bionic Rule and then just pull that Bionic Rule in as the Query in AO, I suppose that would work too. Just something to make it easier to validate complex Query Builder results before publishing an outreach. 

Hi All, Config Snapshot is a great feature to get a full summary of the org/instance. We are looking for great ideas and feedback that shall help improve Config Snapshot for Rules Engine and make Gainsihgt Admin's day job easy! I am opening up this conversation and looking for feedback that will help Product and all customers. Feel free to share your ideas on formatting, data completeness and what more questions it should have answers. --- There has been some feedback already and I'm linking those conversations here: https://community.gainsight.com/gainsight/topics/config-snapshot-excel-formatting https://community.gainsight.com/gainsight/topics/config-snapshot-schedule https://community.gainsight.com/gainsight/topics/bionic-rules-included-in-snapshots

Ability to add filter for any report that can be compared to another field. For example we could compare CSM's Team against Customer's Team. The way I'm thinking about it I believe this could simply allow us to filter out customers from same team current CSM belongs to.  CSM's can see each others customers, but only within the same team. They will not see customers of CSM's from other teams. Example report parameters: Source: MDA table Show: Sum of Volume By: SendDate (summarize by week), Customer Name Filter: Current User's Team equals Customer's Team Filter: SendDate equals Current and Previous Quarter So with the ability to compare 2 fields in Reports 2.0 we could have less reports that would work dynamically and be applicable to all CSM teams. All we would have to do is add CSM and Customer team information to SFDC and GS which is not a problem. Lot of data for us lives in MDA tables, like historical traffic/usage records hence this feature should works with both SFDC and

I was trying to create what I thought was a very simple report to identify the number of records in Company object by CSM Name.  When I set it up I get an error "GSID cannot be aggregated" It was my understanding that GSID is the Gainsight unique identifier for Company the way Account ID is the Salesforce unique identifer for Account...and I can aggregate by Account ID: I opened a support ticket and the response was "GSID is a unique identifier at record level which cannot be aggregated and hence we do not have that aggregation option itself for GSID and we show as None, Currently this is not supported." Just wondering why this isn't possible, if the GSID is the unique identifier for records in Company (and I assume this is the case for all MDA objects)  Is this going to be supported at some point?  

Currently when a customer goes to Playbooks/Success Plan it defaults to show the "Account Level" selections. When customers that work 100% on the Relationship level encounter this, they run a risk of potentially setting up new configuration at the wrong level and then have no way to move it over, resulting in a doubled workload. Is there any future plan to make this selection sticky? THanks!

I've recently worked with a customer that has had survey link failures for a host of different reasons. Throughout the course of working with them, there's been one common theme.  The error that a user gets on the survey is the same for about 90% of the reasons that could cause this. For example, if the customer is sending to an company who's firewall may be preventing them from opening the link, the error message reads "An error occurred, please contact survey sender." "An error" could be a whole host of things, but doesn't point us to any one thing. In the end we discovered that the company's firewall was what was blocking the survey, but there were several days of configurational troubleshooting before being able to come to that conclusion. Is there any possibility for our survey errors to get more specific? For example, would there be any way for us to detect that the survey was bounced by a firewall?  If so, could it be indicated with a message that reads something

We would like to do two things to the slider scale of the health tiles. 1.  We would like to determine the intervals - i.e. have 10-20-30- etc instead of 11, 12, 13, 14.  Eliminate the numbers in between any intervals we set. 2.  We would like the slide to lock  - much like a magnet would on these types of intervals so that it makes it easier to choose the correct number.

I have a different C360 layout than my CSMs. When updating theirs, I'd love to be able to preview their C360 without having to log in as one of them.