Archive

Hi all, As part of our effort in seeing what kind of impact our moderators have, I'd like to see the split between employees, superusers, and other users that are the "first respondents" in any given topic. It will also enable us to run superuser success-stories, and report on individual moderator activities. (If anyone has found a work-around with the post export, I'm all ears!) Best, Ditte

When looking at reports in report builder and checking where its used, "Used In" detail only tracks C360 and Dashboard Use. Please expand to R360 Views, Shared Views, Snapshots, Copilot, and other views not supported in tracking if possible. It would make verification much easier to know if the report is indeed the one that should be changed or replaced.

Would love to be able to navigate my reports based on their source object.  For example, any reports that use "Core Usage Data" as the source.  Is this possible?

Hi, My users often don't fill in the public tags. Even my moderator find it difficult to use smart keywords. Maybe showing some pre designed clickable option would be better. Apple does this: Or even automatically define them by using the keywords from a title.

Currently, you can add a task to closed CTA in cockpit, but it does not reopen the CTA or give any option to.  I expect that the behavior is it prompts asking you want to reopen the CTA (similar to how there is prompt when you close a CTA and it makes sure you want to close all tasks) OR it blocks you from doing and forces the user to reopen the CTA first.  Otherwise, someone could add a task, forget to reopen, and the task doesn't get worked.

This is feedback from HPE ADM CSMs:  Currently in a report (on a dashboard), you need to click the filter icon to see which filters are being currently used. The users would like to be able to see active filters by default while looking at a report, vs. clicking the filter icon to see which filters are being applied 

Currently users can only create 10 CTA Types. We're starting to run into issues with this, as we already have 5-6 CTA Types and aren't clear on how many more we will need in the future. It would be great if we could add more, since it's hard to bucket CTAs into 10 categories with our business. 

It would be great to have Scorecards 2.0 as an option when creating the Shared360 layouts. Scorecards 2.0 has made a huge impact on our organization and many users (who dont have GS or SFDC access) need to be able to see this information. Without Shared 360 having Scorecards 2.0 as an option makes Shared360 not as robust as needed for our organization.  Of course I can put the health score in the summary section but this does not give a breakdown of why the score the way it is. Any ideas on how I can work around this and make the scorecard breakdown data available in the Shared360?

We use TopBox as our VoC vendor and would like to make use of the survey section in C360. Today there is only a very manual way to handle (as described here). Survey data is time sensitive so uploading manually is simply not an option.

I have a customer that would like to extend the pop up after a user reassigns a CTA, the task reassignment popup flashes quicker than necessary they feel and the users are missing the task reassignments and then have to do them manually.  Could we possibly have this boxs lifespan or have it available to be adjust in settings?

We use the + Criteria section of the rules engine to allow a rule to run and then apply a different CTA to different segments within the Rule logic.  For example, I am trying to run a rule and apply a different CTA to Owner Manager A and B, while applying the normal CTA to everyone else.  The + Criteria allows me to enter one manager name but it fails to fire the CTA if I enter multiple manager names separated by commas.  Anyone have any ideas how to get around this, or does Gainsight offer OR capability?   

Would be great if the customer tab bottom scroll option and headers stayed put so that our CSMs didnt have to scroll down to scroll over.  In a truly iedal world, a CSM would be able to customize their own Customer List to include what they wanted to see.  

We are plotting Milestones in a report and using them in the C360 to visualize the client lifecycle. Are there any plans to add configuration options to the look of the milestones? As of now it's hard to see what the milestone is (only 3 letters are visible) and it would be nice to have the comments in the milestone stay in view instead of having to scroll over to see them.

I am not sure if this suggestion had been entered before, I was unable to find any previous posts related to it. When I logged in today, a little pop-up window appeared showing some useful information related to CTAs. It made me wonder if this was something that I could edit myself, but it turned out that I am not able to make any changes to it. It would be great if admins could edit the content in the window, as I believe it is a great way to catch the users attention about changes or helpful tips/information.

CSMs have requested that the existing comment display when the box opens to change the health score color.

This error (attached) presents itself at the very top of selecting participants for an Advanced Outreach. So although I have selected all the needed fields in my query....the error is telling me I haven't mapped 2 required fields (which is done at the very bottom of the screen under a light gray tab I haven't even looked at yet because I'm focused on step 1). The error shows itself as if there is an issue in the query/step 1 (which there is not). This has created confusion for me as I attempt to fix this error at the top of the page before I move down, and I feel confident it will confuse others. Maybe moving the error to the top of the page in a more general/neutral space would be helpful? Or possibly putting the error at the bottom.  I think this will help improve the admin experience. Thanks! Devin

Hello,  Is there a planned enhancement to increase the size limit for attachments to be uploaded to Timeline? Our PowerPoint decks are pretty heavy and are typically over the limit

The use case here is regarding -  Share information with Customers/Partners - Ability to share information,demonstrate value and collaborate with customers Share information with other internal teams (execs)- This is someone who does not have Gainsight access(both non GS and non SFDC user) but would want to access the view generated for the customer.  Proposed Solution There has been discussion regarding Gainsight for Customers and how Gainsight can integrate with other customer portals and authenticate end users in the past here. But there are a few use cases where you would want to share information in a adhoc basis based on the context like - A upcoming EBR Meeting, Exec Meeting with a customer, Success Plans Review with the customer post onboarding etc. The idea here is the ability to create and share layouts(C360,R360,Dashboards etc.) via links and share it with non GS users. The workflow would be as follows -  Configuration a. The GS Admin config

Given the strict guidelines of Activities only being synced once every 5 hours (or for less than 50 activities, once every 30 hours), it makes it difficult for non-Gainsight teams in organizations to view the activity of their CSMs (which has been a point of frustration).  I think it would be very useful to increase the frequency at which the Customer Activities are synced back to SFDC to allow for more up-to-date and accurate visibility.

When linking a CTA to a specific SFDC object such as opportunity or contact - there is no actual link to that record in SFDC. Can we make the name of the linked objects an actual link that will open the SFDC record (e.g. specific opportunity)? Or include the link somewhere in the Linked Objects UI? 

Hello! Sometimes we have the necessity to upload some documents on the community. Use cases: ->We write some help and support articles (for our routers, apps) and we would like to upload the manual instead of linking to our website ->Recently we made a contest on the community and to publish the participation´s terms, we had to put a hyperlink to outside the community Does anyone else sees value on this or another use case?

Hi everybody! I have some ideas about the upcoming dashboards. So i thought i would start with one. -> Show a benchmark in de dashboards. So you can compare your data/KPI results to other inSided communities. I think this is useful because a KPI or numbers doesn't tell so much if you don't know what your aiming for or what is on average. The only issue for this is comparing it with all the other communities, or the one with the same size or age? I Like to hear other thoughts about this. As for design, don't know. Maybe by pointing with the arrow on it.

Currently, the only way to add an attachment (that I know of) is at the Template level.  It would be valuable to add specific attachments to individual outreaches (or nodes of an advanced outreach).   Use case:  I'm currently automating email campaigns to specific customers.  When I create an outreach/advanced outreach, I would like to include a document on that Customer's letterhead.  Currently, I have to modify the template prior to each outreach to attach a specific letter.  If I could attach the document at the outreach level, I would be able to include the letter when I am setting token values.

I am trying to plan CoPilot campaigns ensuring I do not overwhelm a customer on certain weeks nor remain silent on others. We have a mix of weekly, monthly and quarterly campaigns. If I simplify what I am trying to do to illustrate my challenge, lets say I have these campaigns: 1- Campaign A sent weekly on the first Tuesday of the month 2- Campaign B sent monthly on the second Wednesday of the month (repeat weekly) 3- Campaign C sent monthly on the third Wednesday of the month (repeat weekly) 4- Campaign D sent quarterly on the fourth Thursday of the month (repeat weekly) In theory, these campaigns would keep us in touch weekly with the customer at 2 contacts a week. In order to bring on board new customers more rapidly, these campaigns repeat weekly ensuring that we do not send to the same contact more frequently than every 30 days. I am doing the planning with Outreach. I have not fully explored Advanced Outreach yet. The challenge I have is that, without being able to specify

I am posting this for a customer in regards to ticket 33575. The customer is trying to add an image description into an email template so that customers that have disabled images in email can get an idea of that the picture stands for. Whenever the customer inserts the html for the image description and submits it, that submission is automatically stripped out and is not saved. In referring this issue to L2, they stated that currently inserting image descriptions is not possible, but will be enabled in "the next release". I am submitting this one day before the fall release, so I am assuming that this is going to be a part of the winter release. If some of our technical resources could comment on the status if making this functionality available that would be greatly appreciated. Thanks