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I have a customer who would like to be able to mass edit CTA's, but doesn't appear to be able to edit the advance logic in the filters. The customer would like to be able to edit (for example) CTA's that are named either ABC OR XYZ. They would like to be able to add two filters for "call to action name <>" and be able to use the A OR B logic in editing this criteria. Currently it doesn't appear that we support the advance logic... is this possible?

Is it on the roadmap to allow more than what is currently set up in the AO participants table for custom mapping? For example, there are only 6 custom string fields that we can map too, 3 decimal and 3 Integer. This is a system table so we can't create more. Any plans to allow more fields per type? This came up w/ a customer in support.

What's the idea? I'd like to be able to use the "{user-name}" code in the tagline in the hero section of our forum. What's the use case and added value? This feature would enable me to address forum members personally when they log (back) in on the forum. It makes the experience more attractive and personal which results in a higher evaluation and possibly more logins and activation. If I'd have a welcome message (I'd rather skip it altogether), I'd prefer a slightly personalized one.

What's the idea? Allow a hero image that is more shallow. What's the use case and added value? Analysis suggests scrolling can be detrimental to conversion [1]. Right now, the branded template has a large hero image section on top of the forum homepage (2880x480). If you want to get to actual content you have to scroll. Especially registered users often start their journey from the forum home page (19% of visits versus 1% of visits by non-registered users, according to our data). This is why it's important to make this section very informative and useful. The 'welcome' message is a waste of space in my opinion. On mobile, the header should have the width of a finger and without scrolling the initial page should be very actionable. Check out (on mobile) how Google designed their support landing page for example: https://support.google.com/. I'm curious to know your opinion and if your heatmaps suggest other behaviors :) [

It's great that you can create reoccuring CTAs, but would also be helpful to be able to create reoccuring tasks.  This would come in handy especially with Success Plans.  Currently, we are using Success Plans for account stages, so we'd create a Success Plan for on-boarding.  One of the objectives might be get buy in from the end users, and that might require biweekly calls with the users.  Currently, you'd have to create the task for each call, but it would be great to be able to set a reoccuring task biweekly.  If that's not possible, a clone option would be good for tasks as well. 

I wanted to get an email alert when a CSM updates the activity timeline. Is this possible?

Often I'm just looking to work on my stuff, but when I get to a list of reports or rules, it's everybody's stuff. I can filter to mine, but it would be nice if I could bookmark in my browser directly to reports I made or rules I made, or any other filter combination!

In the interest of adding predictive analytics and automation tools, what if we added PID controllers to the Rules Engine? https://en.wikipedia.org/wiki/PID_controller

This has come up once or twice over the last few months for me, and although I don't want to upgrade it to an idea yet, interested to know if we've talked about the fact that Rules Engine is case sensitive on all text strings (at least as far as I can see). Has there been any discussion about changing this? Adding a checkbox similar to the "check for nulls" box on each filter to allow the user to suppress case-sensitivity? I promised Cisco I would ask, and I thought I remembered this coming up in a roadmap or release discussion, so chime in, anybody with thoughts or knowledge of any plans along this line. Thanks!

In the August release, we now don't require Account ID to be in the show section of rules. My suggestion is to add some form of messaging or help text reminding users what this means. For example, the system allows you to proceed to the action but then only allows Load to SFDC or MDA. Some soft of disclaimer saying [i]why[i] and [i]how to fix if you want to create a CTA, set score, etc. would be helpful.  I've seen this come up as a question for people who are used to the old rules engine that wouldn't let you proceed, which almost acted as a reminder. It would also help new users to Gainsight understand the how/why in rules.

CSMs often have to add customer contacts in as "external attendees" for all of the timeline activities they have to create and that's become cumbersome for them. Is there a way, maybe with the idea of a Gainsight "Person", where a CSM can create something like a power list or distribution list that contains all the active contacts for an account?

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.

Currently, if any executives would like to understand which customers have open CTA's, they need to view a dashboard or build a report. We have a few key CTA's (for example around decline in usage) that our executives would like to be "CC'ed" on as they occur, in order to track if they are being followed through for our largest customers. In doing this, there would not only be increased visibility, but also better adoption of CTA's by the reps. I would envision that it would be part of the rule to create a CTA to add a "CC" to the CTA to send an email to people of your choosing when the CTA is triggered.

I am trying to change the format for dates in Copilot. The token field shows as 2018-01-30 in the outreach when it is 01/30/2018 in our DB. Is there somewhere I can set this differently? Thanks!

We have multiple measures as part of our customer scorecard that can be updated by our 1:1 CSM's based on their engagement with the customer. While changes are tracked through the usage metrics, it would be great to see these updated within the Timeline of the customer allowing others to see what the score was updated to any the notes that drove the change in the score.  Would it be possible to add a "sync" or "push" button to customer health metrics within the C360 reducing the need for CSM's to update the score and then add a note to Timeline? 

I'd like to be able to easily convert a task into being a standalone CTA. I often take notes on the timeline and I like adding tasks in that interface, but often they become their own CTA; I don't want to keep one CTA open just because 3 things are now forking off of it, since they are truly new tasks in their own right. But when I'm working in the timeline I always forget and create them as tasks under the current CTA, and then have to go recreate and then delete them.

Use case: We're delivering upsell and cross sell messages as part of the renewal cycle. To increase the connect rate for calls we want to alert reps of email opens and clicks in real time. Currently, you can be alerted when there is an NPS response but no option for outreach activity. Would like to be able to receive notifications for specific outreaches. Using notifications functionality seem like the ideal solution - Using rules to send notifications multiple times a day (based on a schedule, for example, hourly) seems to have the following drawbacks: Clunky to m

Would love to see more options here, specifically Picklists (since it is in the most recent release) and many customers have Picklists on there Task objects.

When creating Rule Criteria using "Rule Date" as the value, is seems that "Rule Date" is evaluating as a full date/time value, rather than just the Date. This is confusing and is inconsistent with other Salesforce date comparisons.  My use case is this - Rule 1 adds Customers into the Customer Repository Rule 2 takes and Customers with Create Date=Rule Date and add the New Customer Onboarding CTA. However the evaluation doesn't work because Rule Date is the full string of date and time. I have a workaround for this, but would like to see date comparisons be done just on the actual date.

It would be awesome to be able to do a survey question that was just a thumbs up/down. For specific sentiment questions that are a yes or no, the visual yes/no thumbs up/down is much more aesthetic than a dropdown or multiple choice.

Can Gainsight be configured to ONLY send error emails when the rule fully fails and not partially?

I have a customer that would like to be able to have the timeline feature for tracking client interaction, For example Managers and Employees can have a timeline of conversations and meetings. They then can report and see the customer interactions for that account all in one place per rep and not just per account.

I have a customer that would like to be able to turn off autosync for specific activities in timeline but still give the CSMs the option to manually sync it over.  They have an activity called notes that they want to only sync when manually kicked off. 

We've just started using the timeline feature for updates within our CTA's.  We have found it to be extremely useful, and clean when looking at the overall account timeline.  Each entry has a link to open the CTA where the timeline entry originated from.  One thing which we feel would be useful is when looking at the timeline feed would be to show the name of the CTA instead of just "CTA". I have highlighted the area in which I am referring to. Thanks, Devin

Currently an external user is not able to export data from a shared dashboard/c360. It is necessary for our external users (partners) to be able to access this data and export it themselves without having to ask us to do it.