Archive

While trying to recreate a few custom rules as bionic rules, we've found a limitation in bionic rules. Currently, there is a limitation where we cannot create actions with linked objects from Relationship level bionic rules, within a single data fetch. There's a way to do it, but it requires a secondary data fetch and performing the steps below: 1. We need to create another Dataset Fetch task and then perform a Merge with the existing task. 2. In the Merge task apply same filter criteria as configured in the Relationship configuration and retain only the matching records from both the datasets. I'm wondering if there's any plan on making this doable within a single fetch?  It seems like we were able to accomplish this in custom rules, before grabbing two data sets was possible?

This idea comes from a problem we are currently experiencing. After last nights maintenance, our processing queue appears to be stuck and we are reliant on support to fix the issue. As an admin, it would be nice to be able to manage the queue in a similar way to a printer job queue. The following features would be useful: The ability to see the whole queue, including powerlists/rules/exports etc. The ability to pause/restart the whole queue The ability to pause/restart/delete individual jobs The ability to reorder the queue The ability to see dependencies, such as outreaches which are reliant on powerlist runs, or rules that are chained together The ability to prioritize job types (i.e. some outreaches are more time critical than others) 

We have an account formula field that displays a flag that reps want to see in the attributes section of gainsight. However, when in Gainsight it displays as: <img src="/img/samples/flag_green.gif" alt="green" border="0"/> Here is the formula: IF(  SP_Dashboard_Beta_Test_SPID__c = TRUE,  IMAGE("/img/samples/flag_green.gif", "green"),  null  ) It would be nice if the field could display as the image. 

When creating Rules from MDA objects with multiple Lookups (ex. Scorecard 2.0 objects), it would be great if there was a hover help text to allow others viewing the rule to know what the filter is on. The Show fields allow this and so does Reports. This however is lacking from the filters section.

It would be nice to be able to show commas in reporting other than a tabular view.  Right now if you have a report and highlight over the values it likes the number with out commas.  

When I create a C360 Section and assign a type of RelatedList I can assign reports to a particular section.  But when they show up on the C360, the dropdown list does not to appear to be in any specific order (see attached) Should be able to specify an order in the C360 Section admin screen, i.e. alphabetically.

I don't consider myself a product expert, so the below is just food for thought. What if there was a feature (maybe section of C360) that told you what to focus on going into a meeting with a customer. It highlights the top 5 data points that are worth noting. Initially, I'm thinking it takes the delta in data between last meeting and this meeting (% of people using the product, % of advocacy events, # of critical tickets/bugs, etc) and highlights the top 5 deltas for the user. Sometimes there is a bit of clutter in Gainsight, so this can help alleviate that.  Additionally, a user can ask sally for "Meeting prep" and it can return these outputs.  Finally, it could potentially surface other customers who recently had similar KPIs surfaced, so a CSM could collaborate with that person and understand how she/he directed that other customer meeting.  Just food for thought. 

Hey guys. I am reaching out for a customer who is finding the way Dashboard reports are filtered to be very limiting. Is there anything on the roadmap to allow the Advanced Logic to be edited at the Dashboard level?

We're in the process of trying to figure out a good way to visualize the customer lifecycle and our CSM touchpoints and milestones throughout.  Some things that would help: 1. We're currently using a report for CTA and adding milestones.  We would like to be able to set the date range for the report to be greater than the contract start date.  We don't really have a good way to do this today.  So, would like to be able to use comparisons in the filters.  For this case, Closed Date greater than or equal to Contract Start Date. 2.  There's not really a good way to combine CTAs with Timeline posts.  So, we're using timeline to track more of our day to day tasks like Trainings and Chairsides.  We're working around that by creating milestones when an activity is logged, but would be great if there was an easier way. If anyone has ideas or has done anything similar, we'd love to chat!

Currently we have a bionic rule that is configured to export scorecard data to S3. There is a field called LevelType which indicates if the if the measure is an individual measure, or a rollup of measures. We'd like an additional column that indicates which individual measures rollup to which rollup measure. We would like to be able to expose a hidden table called Scorecard Measure Mapping which tags each metric and what group they belong to.

It would be great to see an integration between Evernote and Gainsight. There currently is no note taking feature in the product. This would be similar to the integration like SalesForce and Evernote has.

We would love the ability to post to timeline from anywhere in the Gainsight application. Possibly located in the blue menu/search bar, a "+ Activity" option that pops up an activity entry. Obviously, there would need to be fields for Account and Relationship, like you enter for CTAs, but everything else would be exactly the same as any other activity log. The main reason for our request is that we plan to log a lot of our activity at the relationship level and not as much at the account. While getting to the account is not so difficult, it does take quite a few clicks to get to the relationship timeline. 

On today's Product Roadmap session Karl mentioned that the ability to send email from cockpit will be expected in the August release (yay!) but only for individual contacts.  Whomp whomp.... As part of our scalable engagement model, we send emails out to groups of contacts on an account.  Since these are signed by the CSM, our CSMs want a bit more visibility and control in what is getting sent out in their name. We need to be able to predefine such emails that are slated to go to all or a subset of contacts on a particular account - in some cases the CSM may want to delay or cancel the sending of the email (depending on their knowledge of the account) or may want to alter the phrasing of the email before it goes out. This will be especially critical for localization.  We can have standard templates in multiple languages but giving the CSMs the ability to tweak the language to make it more conversational and appropriate to the local area from their point of view will b

I have a request from a customer who has an object which is what we are using to create all of our GS relationships off. In this particular example, they'd like to keep their users from needed to go into SFDC to update fields on the source object. We've run into an issue where these fields ARE NOT editable in the attributes section.  We were able to workaround this by building a report, but its not the prettiest solution and they would certainly prefer to be able to edit these directly from attributes. 

This had gotten merged into another, more general, topic so I am reposting as standalone. We are very excited about the ability to set up emails in CTAs that CSMs will be able to send on to their clients. We have had some internal debate about which emails should have that CSM intervention as we try to balance efficiency vs relationship insight. One idea we had was to have an option to automate the distribution of the email in the CTA unless the CSM intervenes within a certain period of time. So, the CTA would say 'This email will fire within ten days, unless the CSM takes action.' The CSM can either choose to customize and send or cancel distribution. That way, the customer receives consistent timely messaging without extra effort by the CSM unless the CSM knows of special circumstances requiring modification of the message.

I am looking into adding a click to call integration such as RingCentral. However, I have learned that click to call is only available from the Customers tab and Contacts/Summary sections of the C360 but not from the CTA detail view. This is quite a major limitation. It would also be ideal if the call recordings could added to the Timeline. Is this on the roadmap?

This is feedback from HPE ADM CSMs:  Currently, the "Attributes" section in C360/R360 is very bland.  It's difficult to work with and actually trafck key attributes.  The request would be to enhance the formatting options for this sections, allowing admins to higlhlight specific fields, bold text, change column widths and field sizes, etc. 

By Default in action page, if we add multiple conditions it considers as AND. So in order to overcome this we need to create multiple Actions. Can we have an option to edit this criteria logic and set is as OR

It strikes me that we could offer some of our Vault email assets as the default email templates in the Adv. Outreach models, as well as Survey assets as the default in each model. 

A fellow customer has brought this up and thought it would be good for us to have this. If score value filters are allowed on a particular measure it would allow the mass edit report to cater towards the main purpose of a Gainsight Dashboard. For example, I can have a at risk dashboard and be able to see a Mass Edit Report of customers whose usage score is all red. Another, have a mass edit report filtered for accounts where CSMs have set a sentiment score that executives need to have attention to. Another, be able to show accounts with red score when their renewal is a few weeks out. There is sorting, but it does not persist to make things maintenance free. Please add this feature as I see alot value here.

It would be great to have an integration w/ Rollbar where we can get an overview on all the issues customers are having throughout their navigation.  Also, we'd embed that into Score cards that impacts the sentiment of the customer UX.

I've recently noticed two issues with Vault assets:  Email templates are downloaded as templates 1.0 rather than 2.0, hence making them un-usable for Advanced Outreach All rules available in Vault are all still custom rules and therefore lack a bunch of the new functionality that bionic rules offer. Do we have plans to update both of these assets at some point soon? 

Use case Create advanced outreach using a power list and map the Sender email and sender name in the advanced outreach participants. Set up the email template to use these in one of the emails Clone this AO and remove the Power list source and add another that does not have these fields mapped in the participants. When opening the email, it will retain what is selected above even when these fields have not been mapped. When you try to hit save nothing happens. My request is to have some sort of error message that comes up pointing out those two fields.

I could've missed this feature request in another post, but we're looking to cc an internal user based upon varying criteria.. i.e. Renewal notifications cc'ing the Renewal Specialist based on the opportunity (territory, account team role, etc.). This would be a seamless message to link up the internal team and customer rather than sending separate emails. Today it looks like we can only hard code cc contacts which would require several different email templates for the same message.

We have 47+ outreaches we run daily. I find the UI very difficult to manage this. I now have a need to cancel several of these and I have to go into each the search on the outreach tab, find the outreach, click schedule, then scroll through the list, find the highlighted outreach, then click the trash can. Or I can go from the main Outreach page to the schedule icon on the upper right, which then gives me this view below in the Day view, and when I find the outreach (if I can read it) I click go to the outreach, then am routed back to the outreach schedule tab, again have to click into the next date on the calendar, scroll through the list of all my outreaches and find the highlighted one and click the trashcan. How can there can't be a central page to turn off, schedule, change outreaches in one screen without all these clicks? If I use the weekly schedule view I can see more of the name then the screenshot below, but in this view I'd like to be able to at least see the full name of t