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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 

When creating a contact from the "Contact" section in Gainsight it would be nice to have the "Account" lookup field auto populated when creating a contact from the pop up (vs. having to go to SFDC to create a contact). Currently you can manually add it, but the customer would like that to be filled in automatically with the account they are currently on (on account relationship is tied to). 

We currently leverage Hubspot for customer lifecycle comms. With the most recent release of "Advanced Outreaches", we want to move these emails into Gainsight. Somewhere along the line, I remember being told we could removed "canceled customers" from campaigns if they canceled in the middle. How do we accomplish this? We want customers to be enrolled in the campaign at signup, but if their account is canceled during the duration of the AO, we want them to not continue through. It would be something like this: Customers meet initial requirements for the outreach, but must maintain an active status to continue receiving the emails.

It would be great to have a couple of features for Power List: - The combination of a CSV list and a filter in Salesforce, for example to import a CSV list of contacts but to filter out all of those in a certain vertical. - The ability to select in/out individual contacts AFTER a filter is applied from Salesforce, so rules are applied to pull in a long list, but CSMs could ask for individual contacts to be removed/added at their discretion. The absence of these means that I tend to have to do a CSV for EVERY upload, so that it can be curated there first.

I'd love to see a better integration between the existing search bar on the homepage and the "create a topic" flow. I believe that this will stimulate the use of search (instead of posting the same questions multiple times). It's also a solution in case a search doesn't show up any results. How do I see this? In the search bar on the homepage, the text "search for information or start a new topic" is displayed When users search for information, they get a list of results, just like today (search functionality isn't impacted From the search results page, they can click on a button "create new topic". If there are no search results, this feature is extra highlighted. When the user decides to create a topic, the topic title field is already prefilled with the search query

What's the idea? For export type 'Mark as answer' and 'Mark as answer', adjust CSV output as not to include commas in Topic titles. What's the use case and added value? I export CSV-reports every week. In Excel, I convert text to columns based on commas. Seeing as titles often contain commas, I need to correct faulty conversions. I wouldn't have to do this if the export filters out commas from titles automatically. The added value is more efficiency for community managers. If there's an alternative way to prevent faulty column conversion without the manual work, I'd like to hear about it 🙂

I am using Advanced Outreach for mail campaigns. A campaign consists of 6 weekly emails. I am challenged in building a workflow that will handle situations when recipients do not read the email. With Advanced Outreach, this can be handled two ways: 1- through 6 outreaches (one for each email) Each outreach sends a message out A conditional timer checks if the email was read. If not it will send a reminder after 2 days Another conditional timer checks if the reminder was read 5 days later. If not, it informs the CSM 2-  through 1 outreach (containing all emails) The outreach is built with sends and conditional timers to send the 6 emails at 7 days interval if the recipient reads the email... so send email 1 - if read, send email 2 - if read, send email 3 etc. How can I set up reminders and follow ups if a recipient does not read?

When you pick up a topic and decide that this is something for the community, you leave that topic for maybe 24-48 hours? But If nobody responds to the topic, it will sink to the bottom of your que or you would have to make a specific mod tag for it and a filter. At Lithium, (Yes I used the L word) they have a function called snooze, it puts the topic on a timer of 24 or 48 hours. After the time is up it will pop up at the top of your que (like a new topic in green). Maybe even give it a different color and message? I think this would be a great addition to the InSided platform as it is easy, intuitive and gives you more info in the same overview instead of having to have multiple filters to check the que.

I've been building new rules to automatically provision accounts in Gainsight.The "Load to SFDC Object" action is really very useful! But in doing that I've figured out 2 places where it's falling short: 1) I want to be able to build up a text string. Just like I do in the comments of CTA, I need to build up a string for a description or title. Right now I can only use a field I was able to get into the query. So back under Setup Rule, I'd love to be able to bring together multiple fields and static text to create a field I could then make use of. 2) I want to post to Chatter. In this particular instance, I'd like to post an update to the case I just created for the onboarding team. Ideally after creating a new record, the new record ID would be appended as an additional column in the results set. Then I could use that in the following action and post to that record's Chatter feed. Both of these are easily achieved using Flows, but I'd love to keep all the logic in one place!

We have a lot of reason codes (60+) and would love to be able to change their display order quickly, similar to how we can currently reorder fields in the Attributes section of the C360 by simply dragging and dropping them. Having to manually click into each Reason code, change the number in the "Display Order" field, and doing the same for all following Reason codes can take a [i]long time and be a huge pain. This is especially true for us, because we have our reason codes ordered by Health score - this means that, once we fill up a certain section (i.e. 10-15 are all Sentiment reason codes and 16-20 are Habits reason codes) and want to add another Sentiment Reason along with the others, we have to change the display orders of all of the Habits Reasons in order to make room for the new Sentiment Reason.  Any kind of drag-and-drop functionality here similar to what exists for Attributes setup would be a huge help and save us a lot of time when we make additions or cha

I have a use case that calls for a "Sent Date" field that is actually a date field and not a date time field in "Email Logs" Use Case: Customer wants to create a report where we are looking at email stats grouped by "Triggered Date" and "Batch Name".  What we've noticed is that in reporting this leads to scenario's where we see "duplicates" (same "date, same batch name.... 2 row instead of 1) In debugging this issue, you are not able to "Summarize By" a Date/Time field which is causing these multiple entries entries to occur. In looking at email logs there doesn't appears to be a "Sent Date" that is just a date and not a date time. Is this something we have plans to add? Its holding up a key report that we're trying to build. 

I'd love to see something like an "Import All" option.  If this sounds like a server drain, maybe have it accessible when a new mapping is added to the job.  Case in point: Customer started the GS Connect Time goes on, then they decide "hey we actually need this field in the data set" Update mapping Click Import Now, but not all records get updated Try to remember what date they started the imports on, so they can bring in accounts (At this point, it now requires too much thought and isn't an ease of use tool)

Currently calculating the overall score is being done only on measures and weights defined. Calculating overall score based on as average of groups feature is not existing in the current versions.  We would like to see this as a possibility. Customer is trying to do a roll up of scorecards from child to parent and would like to do an average by group only to the Parent.  

Has anyone else felt frustrated by the tiny filter pop up boxes that require scrolling but only take up a tiny portion of the screen?  For example: Here, you see that I have plenty of space on the screen yet have to scroll down or be veeeerry careful when I click Apply so as to not click out of the pop up. Same true here when choosing filters in report builder: And here when I click into a chart to view the data: Would love it if these pop up boxes could resize a bit bigger to make the workflow smoother.  Thanks!

I created a rule to stamp the MIN value of records on an object that rolls up to the account (stamp to the customer info object).  The reason I attempted to do this via Gainsight is there is a limitation in SFDC that does not allow formula fields in filter criteria for roll up summaries.  The Gainsight rule processes and works for the majority of accounts, but some accounts just do not process correctly.  I submitted a ticket and was told there is a limitation in the rules engine for min/max values where it will stamp the min/max values of all records and not just the records related to the account.  It would be amazing if the rules engine processed min/max in relation with the account/customer info record similar to roll up summaries but allowed us to use filter criteria.  One of the things our company finds most useful about Gainsight is that it can do things that SFDC cannot do.  This would be a major benefit to our company and I hope others as well. &n

Right now if you create a mass edit view and add it to a related list in a 360 section and you have account hierarchy set up it gives you the ability to filter the ability for child accounts. This feature is not supported so no data comes by. My request is to either support showing child scorecard data in this view or remove the ability to check the box.

When I am creating a report, if I want to test logic without one of the filters I have selected, I have to remove the filter, then re-add it afterward if it turns out the filter is needed. Would be nice to able to click on a filtered field and "mute" it so that it is not being factored into the overall filter temporarily while testing out the logic.  Then "unmute" if it turns out that field needs to remain part of the filter.

I would love to get a good understanding of what's our vision for the Milestones concept in Gainsight. Several enhancements, and specifically Timeline, make its future uncertain in mind.  I'd love more clarity on the following topics:  1. Are we planning to continue to use milestones as a separate concept from activities?  2. A key point of interest in milestones has been the ability to overlay them on graphs / usage date. Since we are moving away from the built-in SFDC usage section (aka as History and our demos) and moving to related-list usage repots from MDA - are we planning to support a similar concept of overlaying milestones on usage data to track correlation between a milestone and a usage pattern?  3. If we are continuing to use milestones, and specifically given the fact they are currently only available within the "usage" section in 360 that we are moving away from, will there be a separate milestone tabs planned?  4. How do we think about the fut

Posting on behalf of a customer: It is found that once a user navigates to the Gainsight 360 from Administration->Gainsight 360. There isn't a navigation menu or hamburger menu to go back to the rest of Gainsight. There doesn't seem to be a UI workaround Please add one to allow users to navigate back to Gainsight.

It was mentioned to me by a customer today that it would be helpful to allow the columns shown in Success Plans to be customized. The use case is that they would sometimes like to share the screen with their customer to review status on various objectives but they don't want to share the health score or ARR with the customer as not all customer participants should see this information.  I know that we can modify columns in Cockpit, but is there a way to change what is shown in the columns in success plans?

It would be helpful to include a little 'snippet' almost a mini-template that can be pulled into multiple templates and then updated in one place. - We often include little timely taglines like check out or new offering XYZ! It would be great if we could have a little snippet that we could include in the signature line that we could update in one place and have it replicate through existing templates where that's used. Right now, we keep the emails pretty generic because it is unrealistic to update so many templates with the current promotions.

It would be great to have two types of CTA flags to use: One that can be used with rules and can show up in reports One that is simply for use by the CSMs to indicate their top priority CTAs and prioritize their workRight now, if a CSM flags a CTA it will show up on reports that include that criteria and also may impact Scorecards measures, if a rule is set up to do so.

This is minor but it would be really excellent to switch Success Plan Templates b/n relationship types after creation. I’m usually a template and 5 - 6 objectives in before I realize I’m building on the wrong relationship type :(

In certain situations, it would be very helpful to be able to write a null value to certain fields using the Rules Engine.  For example, some of our customers use rules to map CSMs from the Account object to Gainsight. This is done in the Load to Customers rule. Any time a change is made in their CSMs, the rule updates correctly. However, if the CSM value is deleted, the "null" value is not pushed to Gainsight. So on accounts where the CSM has been removed, this change is not reflected in Gainsight. This means our customers have to manually delete the CSM from Gainsight at the same time as they remove them from the account as this cannot be done automatically in the rules engine. Thanks for your time! -Logan T.

It would be great if a related list (like a list of Opportunities - that you can get to from the 3 dots on the C360 page) could be used as a section in the C360 - instead of having to create a report.