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Right now I have to switch between admin and community manager privileges so that I’m visible in the ‘Ons team’ widget (only mods and community managers are visible there). When I first started to do this, my superusers thought I was fired or something XD I’ve seen that some of my KPN colleagues find this a hassle as well and sometimes newer users don’t even see or realize all the things they can view and adjust in the platform because they haven’t set their account to ‘admin’ but to ‘community manager’.

Gainsight Rules engine calls the standard (not bulk) Salesforce API in batches of 100 wrapped in a REST call.  The default size of each call is 100.  It would be great if this could be adjusted per rule. Reasoning: We have complexity in Salesforce system that has made concurrency a constant ongoing struggle for us.  For example, the Opportunity object will fail on batch update if the batch size is greater than 30. This has caused us to pull these lists on a daily basis and decrease the size to 30 and load through data loader.

We are aware of the Cross-org Migration feature available in the product but it doesn't completely cover our Release Lifecycle policy. As part of our development lifecycle, one week after a successful rollout is deployed in production, our IT team takes a snapshot of the SF production environment (configs and data) and overlays it in the Sandbox environment. This doesn't present an issue for any data that is stored in Salesforce, but the MDA data will not be part of it, causing a gap in the data present in production vs what we would have in sandbox. We are aware of the possibility of exporting all MDA data via bionic rules, but the problem is when we want to load system data into the MDA (think of scorecards 2.0 values given to customers).

There is no reference to the activity type selected unless you sort the entire list.  There is plenty of real estate in the initial and expanded view to include the Activity Type text

I have a customer that is trying to pass the overall score from the C360 to the summary section of the R360.  Currently we do not have a way to show account health score in the summary.

Hello Team! It's been discovered that right now Gainsight does not support the ability to link the CTA Object to Custom Objects created by other Managed Packages in a customer's Org. It would be useful if we could implement this in the future for Objects that have a lookup back to Account. Thanks, Logan Thome

Is there a way that you know of to post an update to a specific chatter group upon creation of a specific CTA type? If there isn’t standard functionality for this can it be accomplished via email assist? What we want to do is have the chatter from a CTA posted to a specific Chatter Group that would be monitored by a group of people so they could be notified via said Chatter that a CTA got created, which would trigger them to review the CTA and take appropriate action.  We understand we can post chatter from a CTA to the Account Chatter, but we want to know if we can post the Chatter to a separate Chatter Group rather than the Account Chatter.

I am working on our 2018 global survey program and am hitting a snag. A big emphasis for us this year is localization (i.e. receiving communications in your native language). Thus, I have spent an immense amount of time getting, implementing, and testing translated versions of our survey communications. Things are going well, and nearly every aspect of the experience has been properly translated. However, I am stuck on the "Manage your subscription preferences here" in an advanced outreach. I checked this KB:  https://support.gainsight.com/Product_Documentation/CoPilot_and_Automated_Email/Admin_Configuration/Email_Opt-out_Policy. There is an FAQ question there that states the following: Can I edit the text of the Manage your subscription preferences link (logic) sent

Is there a way I can integrate my company's app with CoPilot to automatically mail out regular performance updates to clients on how our tool is working for them?

We would like to see the ability to adjust the scorecard comments section on the C360.  Right now if you have more than a few lines you need to scroll thru the box.  It would be nice if this would adjust dynamically or if you had the ability to change the font size so everything shows without having to scroll.

Need to automatically email reports created in Gainsight to powerlist contacts. Is this possible?

In the Cockpit filters (edit existing or add new), the fields aren't alphabetical within each object, which is confusing for a user.  Although the search can be utilized it would also be helpful to alphabetize the fields within each object (Account, Customer, Call to Action, etc). 

Hi all, Is it possible to change the text of the publish date from '13 days ago' to -> '2 jan 2018'? I think it's more clear 🙂

We have several widget type reports we would like to add to the shared 360. Is this on your roadmap?

Logged Activities via Timeline sync to Salesforce and are exposed to other customer facing staff.  However, attached documents are ignored and not synced.  It is critical for good documentation and communication to be able to include spreadsheets, word docs, PPT files and the like that could contain important data to the management of the account.

Not sure if this is in the road map or not, but I think it would be very helpful if we were able to create CTAs at the user level instead of just at the account level.  My use case on this is regarding CTAs generated for low usage or users that are not logging into our platform.  Currently, I have CTAs that are triggered if a user goes a certain amount of days without logging in. This is to alert the CSMs that this could be a possible risk factor since the client is not using our product to the full extent. I would also like to be able to automatically close these CTAs via rules if the user happens to login following CTA creation but before the CSM had a chance to take action on said CTA. The issue I am experiencing with trying to close these CTAs via the rules engine is due to them being created at the account level. For example: If there are multiple users at one account that meet the criteria and have the "No Login" CTAs created. Then

As an idea to extend the capabilities of existing tools in Gainsight to further help CSMs be more efficient: Currently CoPilot allows sending of a templated message to a powerlist of contacts. Due to the "with great power comes great responsibility" aspect of CoPilot, most Gainsight customers limit the use of CoPilot to their Gainsight Admin or operations associate.  However, sometimes CSMs might have an email that they would like to send to some or all of their customers and the current approach is either send individual personalized emails via Outlook/Gmail or send a generic BCC email via Outlook/Gmail. My idea is to provide an additional layer of access control for CoPilot that would allow all CSMs to create powerlists, templates and outreaches BUT they would only be able to send to their customers (as defined in the CSM assignment field in the Customer object).  This would allow CSMs to send personalized, automated mass

I think it would be beneficial to be able to CC a user on rules engine emails. Has this been talked about in product? Is it possible? Thanks, Alex

We'd like to be able to have a rule that sets a score ONLY IF the existing score was not set manually by a CSM.  For example, we want NPS to control the Sentiment component of our scorecard.  However, if a user manually changes the score AFTER the NPS is submitted, we DO NOT want NPS to overwrite this score, unless a new NPS is submitted.  Basically, if we have both an NPS and a manual score, whichever was set later in time should control. Our first idea was to have the rule that sets the score based on NPS run only for surveys submitted yesterday.  This mostly solves the above problem in that the NPS will only be used to set the score once, and thus will not overwrite subsequently-submitted scores.  However, we also have other higher-priority conditions/rules that can set this component to red; when these conditions end, we want the score to go back to the NPS.  But this means we have to set up our NPS rules to look for responses received pri

Currently the ability to sync tasks from Gainsight to Salesforce does not include the ability to sync fields to custom fields in SFDC. Adding this ability would be an excellent way to enhance this functionality.

The November feature release includes exporting a snapshot of rules, but it would be awesome if we also had the ability to export a snapshot of the configuration of Copilot outreaches, including power list logic and scheduling. We have over 100 outreaches and managing these items is a slow, manual process.

I have a customer that would like to raise the show field limit in a bionic rule, I told them I am not sure if any issues would ensue from doing so but they would like the limit raised from 50 to 500 so that they could shorten the tasks in a bionic rule. 

Hide a container or report or widget if it shows me No Data in the My Customer Dashboard. Since there are a lot of individual product reports in the My Customers Dashboard for CSMs at Cisco, not all CSMs have accounts for each product so they see No Data Available for certain reports. They should have the ability to hide those reports or widgets since it doesn't pertain to them. It would be nice to have that functionality to be able to customize your My Customers Dashboard in that way.

Hi all, I have two suggestions of improvement: Extend the display of emoticons which is really small and not pleasant in terms of customer experience 😞 Have the possibility to attach an image in a private conversation It's possible to change that in the future? 😊 Thanks. Gaëlle

Hi, for the self-service badges it would be great to assign certain users a badge (e.g. because they have participated in an event or filled out a survey, etc). This is currently not possible. However, another idea is to assign badges based on the role a user holds. This would be a quite easy workaround in order to assign badges to specific users only. KR, Esther