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We had a couple CSMs ask if configuration of the comment boxes was coming anytime soon.  They would like them to be bigger so they can see the full comment.  They were also asking if we could set certain restrictions on the sliding scale in the future.  For example, settings that allow you to only choose 20,40,60, or 80 and no numbers in between. 

Currently when you change the filters on a dashboard and try to email it out they are not sticky.  We are trying to email this dashboard to a director who has multiple managers and it would be nice to be able to make these changes from the dashboard.  Currently the workaround suggested is that we clone the dashboard and make the changes in dashboard builder.  This is not ideal for the use case because if you have multiple directors with multiple managers underneath them you are cloning a large number of dashboards.  It would be easier to be able to make these changes and have them stick. 

Another question about Birth Dates. Is it possible to show the dates of birth of our users in the General User overview? And also make it possible to sort users by their Date of Birth? When users in our community turn 19 they have to leave the community, because it's only meant for children. It would be really helpfull for our moderators if the could see the birthdates without making an export of all users. They can check who turns 19 anytime soon and make sure they get an e-mail and a ban. Is this possible? Thanks!

Hi there, My apollogies for my English, I'll try to be as clear as possible :) I have a question and was wondering if this feature is possible on our community. Our community is only meant for children from 13 to 19 years old. New users have to fill in their date of birth on registration. Our Moderators check the Birth date of every new user and they ban users who are too old, and delete users who are too young. Very often children fill in a fake date (for exemple: 1920 as year of birth) Those users get banned, but are probably not actually 97 years old. Is it possible to put an automatic filter on the registration, so the application form automaticaly rejects children who are not 13 yet, or people older than 18 years old? (a bit like when you try to enter the Heinekenwebsite). This would save our moderators a lot of time. Thanks in advance! Suzanne

@Esther Groth suggested that it will be useful to have the possibility to customize the outage page (design, message) of the community.

I would love to have a mouseover pop-up or a help-icon explaining some of the fields (without moving away from the page).  Like in this snip, if I could mouse over the "new or renewal" to get a short sentence explaining what this really means, I would be grateful! There are so many offers, so many new CuSMs (like me) and with scorecards changing, it's not always easy to remember everything. Thanks! :-)

Would love to see a link at the top of the Scorecard section that would show the help text for that particular scorecard, but for each measure and all possibilities.  Right now, you only see help text if you can open up the slide bar, but if the measure if "Automatic", then you never have the option to see the help text.   My thought is to have the link open up a dialog box on the sheet, showing each measure and the configured help text.  Screenshots below:

We would like the ability to skip or disable individual scheduled outreaches. For example; we would like to skip the outreaches scheduled on 12/25 but are unable to without adjusting or deleting the entire scheduled outeach.

I have a customer that is trying to view by a certain contact but at any given point of time, an attribute can only be mapped to one object (in this case its mapped to User object). So an attribute with such a mapping is selected in the filter, autosuggest is enabled and the values entered in the filter are searched against the mapped object. If a contact name is entered, this means No Data would be found. This is the product limitation that has become an annoyance for the customer. 

I have a customer that would like to populate the "Text Body" on the AO Emails object.  They would like this because they want to be able to report on the outreaches in  the object and using the subject and text will help them with future endeavors being able to log for different reasons.

We have been sending mail campaigns successfully. Then, all of the sudden, for no apparent reason, we received hard bounced errors for 3 contacts and from then on, we have not been able to send out emails to them. We thought we were blocked by their SMTP servers but we just found out that there were black listed at GS end. When mail hard bounces, the admin has to run the email validator, type in each email address to correct it. For all of them, we confirmed they were blacklisted for the following reason: 554 Blocked and we are referred to a link in ipcheck.proofpoint.com where we can read the following with Q&As About Proofpoint Dynamic Reputation (PDRTM) and steps you can take if your IP is being delayed or blockedProofpoint Dynamic Reputation leverages Proofpoint's world class, machine-learning driven content classification system to determine which IPs may be compromised to send spam (i.e. as part of a botnet). We under

It would be awesome to have a separate/pop out window option for Timeline. While note taking during online meetings, switching between screens can be tricky. It'd be awesome if the Timeline activity window could pop out from the browser and resize. This would be especially helpful in the single screen/laptop work environment.

I couldn't find any documentation regarding this but I apologize if it has already been posted before! The use case here is that we have a report built pulling in tasks from the Activity History in Salesforce and then generating that report onto the C360 page. We would still like to pull in all logged tasks from Salesforce into Gainsight since there are other teams at our company that don't have Gainsight access and there can be tasks in SF that are relevant or important for our CSMs. The issue some of our CSMs have mentioned with this report is that if they search on a contact name, the filter won't necessarily pull in all the relevant logged tasks. This is due to only being able to pull in and link the "primary contact" from the salesforce task. So, if there was an email sent by the sales team to multiple contacts at a company, I am only able to pull in the first linked contact name. So if the CSM wants to see all logged tasks associated with John Smith, but

Similar to Salesforce, is it possible to add multiple criteria to a single filter separated by a comma for text fields??  E.G. Case Record Type = Type 1, Type 2, Type 3 Currently, we have to use the advanced logic to do: Case Record Type = Type 1 ; Case Record Type = Type 2 ; Case Record Type = Type 2 (A OR B OR C) Thanks!

Once a customer's implementation phase is over, we no longer need the "Implementation" health score to impact the Customer's overall health score as heavily as it does during the Implementation phase. Can we design the weights of the scorecards based on the phase?

We have what may be a unique use case with regard to Contacts. In order to prevent the duplication of contacts within our Salesforce instance, our IT team recently rolled out the concept of "Related Contacts."  In a nutshell, a single Contact record exists by email address and is considered a "Direct" contact on the account where it was originally created.  There is an additional Salesforce object (Account Contact Relationship) which associates that same Contact record with additional accounts in an indirect fashion, if that contact is to be associated with more than one Account. I tried to diagram what this looks like:

Hey Team, Logan from Support here. A few customer cases have come up detailing a desired enhancement to the Timeline sync feature currently in Gainsight.  Right now, only certain fields can be mapped from Gainsight to SFDC and be mapped to specific fields. For example, "External Attendees" from Gainsight are available to map to a custom field in SFDC.  However, Internal Attendees in Gainsight cannot map directly to SFDC Fields. Users would like to be able to select all fields and map these to SDFC fields for reporting and tracking purposes.  Thanks for the consideration! Take care, Logan Thome

We've noticed that when sending a survey out via pilot we are running into two issues.  1- Survey Participant records is not being created until the user submits the actual survey. Customer is wanting to report off Survey participant object and would prefer the survey participant records to be created for everyone that gets the survey.  2- Also, when the user submits the survey... we do not fill out the "email sent date" and "email open date" because that information is being pushed into the Email Logs object. Customer is requesting that we also push those dates into the survey participant object for reporting purposes.  Thanks, Steve Davis

Some people make an account with usernames that need to be changed by the moderator team. This would help users to be aware of their new username.

For a co-creation beta i'm giving 65 forum members a role in our forum back-end at the moment (to access a private board on our KPN forum). It would be very handy to have a (back) button to the user overview page at the top of a profile overview page. This would speed up the process. 🙂

I was working with a customer regarding internal gainsight notifications not being delivered to CSM's. It turned out that the batch job that handles the internal notifications was hung (for quite a while). We were able to get this processed bounced and restarted from the UI, but the customer and I had a discussion about the lack of visibility the Gainsight UI provides the administrator from a monitoring standpoint. As Gainsight strives to become its own standalone software platform (independent of SFDC), are we looking to supplement and augment back end batch, and process monitoring in the UI? Would we ever consider something like Splunk integration to assist in monitoring running processes/batch jobs? Currently the Gainsight UI does not provide any insight into the status of internal batch jobs, and users have to check SFDC for job status -- many administrators are probably not aware of this, so situations like a failing notification batch job can go undetected by an admi

Product marketing uses the names Customer 360 and C360 to refer to this feature. However, in the application itself, it's still called "Customer Success 360," or "CS360".  Can we standardize all the references in the app to drop the 'Success' or 'S' in the names? Recently, "CS360 Layouts" was introduced as a sub-tab under Administration.  This would make it easier for our product docs to consistently use the preferred/current terms. 

When looking at the activities in Slack, there is a great dropdown that lets you select which type of activities you would like to return. However, my org uses almost entirely custom activity types with most of the default types set to inactive. If the activity type is set to inactive within Gainsight, it shouldn't show in the dropdown in Slack. Ultimately, it is confusing for end users and they end up clicking through a few empty activity types before finding what they are really looking for.

Customer just wanted to follow up on this and see if the ability to control which tab pops up first in a CTA view is going to be configurable soon? 

Looking for ways to save time and effort.  Would love to have a "Today" button right next to the date field when I click Run Now.  I know I can click the calendar and then click "Today", but it doesn't always work on the first click.  If I know I need today's date, I'd either like it to autofill with today's date, or have a button there I can click and it will fill in today's date.