Archive

We have a lot of different products that we are separating out through the relationship feature. It would be great if we could use the relationship scorecards in the rules engine to help influence a measure in the overall Account Scorecard. This way we could have each product influence the overall scorecard to make a more accurate view of the customer's health.

I've created a health score column chart by CSM, the colors are ordered from yellow, red, orange, lime, green instead of being ranked from red to green. I think we need the ability to adjust the ordinal scale in charts.

Hello Teams! As we transition more and more to Scorecards 2.0, feature parity with Scorecards 1.0 remains a priority so as to not limit functionality during this phase.  When working with Gainsight's Zendesk Widget, we currently do not support the health score widget when built off of Scorecards 2.0 data. This creates a product gap due to the transition from Scorecards 1.0 to 2.0.  Our customers have expressed their interest in having Scorecard 2.0 widgets supported in the Gainsight App in Zendesk as well. Thanks for your time, all! -Logan T.

Anyone know what allows a given email template to show up in the list of options when configuring an Advanced Outreach? I am trying to get through some unrelated issues (survey translation with in-line question) and one of my attempts is to clone everything. Maybe the new version will get around that. Anyway, I have cloned my email templates and they are clearly ready in the CoPilot templates section. However, I am not seeing the new template in my AO options for configuration. SOMETIMES they show up after an hour or so. But I do have a template that just plain never shows up.  Anyone know the method behind the madness?

It would be awesome to be able to set a rule date filter to = Current Year and other date filters that are available in Reports 2.0. Along with that it would be even better to allow those same date filters in the calculated fields when you are trying to calculate an aggregation like "Sum all those opportunities $ within the current year" right now all I have to choose from is "past x days, months, years". 

Posting on behalf of Euromonitor. After the release of dashboard permissions -- they have a request. Once dashboard permissions are enabled, new dashboards should default to have permissions enabled.  That way they will only show to the creator.   Currently, they default to have permissions set to [i]off, so any in progress/unfinished dashboards show to all users. When companies are sensitive to who sees what dashboards, it is easy to be unaware of what material is showing in dashboards upon creation. Thanks.

Many CSMs wish they could update the Health Score Color and Comment without having to click into two places. 

When rules have several, or even dozens of actions in the 'Setup Action' section; it is difficult to expand each rule with the chevron. An option to expand all would be great.

The ability to group scores in Scorecard 2.0 is awesome, as is the ability to have multiple scorecards at the Account or Relationship level. Unfortunately the more measures you create, the more cluttered your Scorecard 2.0 measure confguration view gets.  Organizing them into folders, similar to how reports and dashboards work sure would help. If anyone knows of another way to organize them (aside from Naming conventions - I don't want a category to show on the CSM Scorecard view) please share!

Hello, Would it be possible to have CTA reasons as one of the columns within the Customer Success 360 Cockpit view?  It would be a nice feature to be able to add/remove columns that you want to see in this view. Currently, we only see overall scorecard health, renewal amount, renewal date, number of tasks, CTA type and due date. Thanks, Devin

It would be nice to filter the available dashboards based on a user profile or user role.  For example, we have dashboards that are only specific to a CSM, a Director, and an Exec based on filters.  The CSM only sees the reports that are specific to their portfolio while an Exec looking at this dashboard sees nothing.  It would be great that when the exec logs in, they don't have the option to select this dashboard but only the dashboards that are relevant to them.  This would reduce what looks like useless noise to one user but is a beneficial view to another.

I have been working with a customer on CTA Task Sync to Salesforce. We noticed that the task comments that are sync'd back have HTML tags in them. (see image) This would be better suited to be displayed without those tags as the users read these in SF.

Recently, we've noticed that you cannot put in numbers and dashes in the help text for scoring. Can we get this ability added in as the customer doesn't want to have to type out this range. 

Another ease of use request from your favorite UX guy. In the Mass Edit report type for Scorecards 2.0, I'd love to have some kind of indicator in the list that tells me which scores are MEASURES versus GROUP.   Just a thought.

I have a customer that would like the ability to add more token fields to the CTA name where applicable. Use case: The customer has a survey they sent out but would like to be able to streamline their process on reaching out to the customer by having the participant email token available in the CTA name that is created based on the participant response.

In looking over my newly created Scorecard 2.0 section, I am noticing some non-parity between the features. I already have another logged request to be able to have Scorecard 2.0 section either be sticky or open up closed by default, but I'd also like to request the option to have the Chiclet view back that we had with the original Scorecard 1.0 page. I think this is easier to digest than the current format and good to see all metrics in a concise view. 

Hey all, Is there anything on the road map for tracking how many times a CTA has been snoozed?  I know that since the Summer release we're now easily able to see when a CTA was snoozed, but at this time I'm not aware if we have a way to see how m any times a user has actually snoozed the CTA. Is this something we might see in the future?

Gainsight's Smartsigns seem cool and I'd love to use with our Product Usage data. Unfortunately we have that data in the MDA and can't get it into Gainsight's Usage object. Would be great to be able to use Smartsigns on MDA data.

Love the Slack integration, but we're a HipChat company. That functionality would be AWESOME. +1 from me!

Is it possible to adjust dashboards to long scroll so that all results show up on one page? Right now it only displays 100 records per page.

With the upcoming Winter Release, we are introducing the ability to Create & Close a Call-to-Action in a CoPilot Advanced Outreach. Now, Gainsight customers can create and execute one model that integrates human and digital touchpoints; a true ‘journey’. Example of new capabilities:  For users with a 20% decline in Logins... Send them an email with support documentation on how to login If they haven’t opened the email, send them a reminder If they haven’t opened the email and they still haven’t logged-in, trigger a CTA for human follow-up We want to rename the feature to capture the power of this ‘journey’ design. We have decided to rename CoPilot -> Journey Orchestrator. But we want your help renaming ‘Advanced Outreach’.

Right now, there are various ways to "pull" information about CTAs from the system (e.g. through the email notifications when something is created, through Sally for Slack) but there isn't a good way for this information to be "pushed" to the CSMs. Not that I'm trying to solution this, but thought I'd provide a suggestion in order to better illustrate the business case here. If an email was sent to CSMs on a specified frequency that showed them a list of their open, overdue, and closed CTAs/tasks, that would really promote adoption of CTAs in general. A chief complaint of CSMs regarding this feature is that there isn't active alerting for this. 

Posting on behalf of Euromonitor. As they have been expanding reports that show in Dashboards -- in this case a tabular report.  It has come up that there is no horizontal scrolling functionality when a high amount of columns are in a report.  In this case, columns that are at the end of the report don't show so you have no way to reorder/expand them.  The workaround is to make separate reports and containers.  However, their request is the ability to have the same amount of columns but it would make them much more readable if they were spaced wider, but have a scroll bar at the bottom to see the rest of them. Use case image attached. Thanks.

Right now the in-line filtering in the dashboard reports only searches 2000K records at a time. A customer is using a dashboard report sourcing relationships as their primary "customer" list and has more than 2000. This is causing them to rely heavily on filters which is causing frustration since it is requiring a lot of filter manipulation. They are creating a new report and updating the filters to split the data into two reports, but that is "not a long-term solution" in their eyes. Are there plans to enhance the dashboard reports by increasing this limit?

I have turned on Dashboard permissions in the admin tab. When I go to search specific users to assign permission to them, certain users aren't showing. We have determined that this is by design... "For sandbox orgs, we intentionally set limit to 200 and since there was no server side search implemented for dashboard permissions page, the below mentioned users are not displayed." Because this really falls into beature land... I am creating a community post for this issue.