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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

We would like to be able to use GS Stages at R360. This is a better fit for our business needs. As previously stated, we use Gainsight at the R360 level because we have various products within an account.

Click-to-call functionality in Gainsight for SFDC Lightening seems like a great idea. Since we do have it for Salesforce Classic version, can we do it for SFDC Lightening version as well?

I have an auto complete of tasks set up, but I noticed that it completed the tasks, but it doesn't check off the overall CTA as complete. If I report on open CTA's then these will pull into those reports even though they shouldn't be considered open.

Hi there, Now this is a story all about how... We had a product outage last week Friday evening, after moderation hours. SoundCloud users could not upload their tracks properly. Some of our users would then come to the community and post about it. Luckily, many of them found the topic that was most recently created and contributed w/ replies. This helped them understand that this was a system wide issue rather then an isolated edge cases. Best case scenario. However There’s always people who miss this one collective topic for one reason or another. They go on and create a new topic. A duplicate if you will. Monday morning I start moderating. After moving the replies & original post of these duplicate to the one collective topic, I noticed that the number of replies will increase (obviously), however the views of the previous duplicate don’t get added. They go to Nirvana. Also, there is not an eas

I know this has been brought up before but I was speaking with a customer today who would like to utilize the blank space in Cockpit to view all of a CTA with longer titles. Even after removing rows you will not see the complete title. Is this something that may be possible in the future?

 We are not syncing the time when we are syncing the tasks, I have a customer who is requesting this to be a possibility.  

I have noticed that we've recently released a new feature allowing users to BCC when using email assist.  The issue is that the box appears to be checked by default. The customer would like the ability to have this checkbox be selected/not selected by default. Currently its selected as on by default and the customer would like the ability to turn it off.

Customer would like the ability to be able to assign permissions for modules of GS by either the profile level (in SFDC) or by permission sets assigned in GS (standard, admin, etc.).  I don't think this is possible at this time. 

There are a few questions in our survey which help us predict churn. The native survey functionality is great in showing us what people responded and how, but I'd like to create a report, or better rules to change scores.  Is this something I'm missing? 

I have a customer who has a request to be able to export out to not only an S3 bucket, but additional SFTP buckets as well. Is this something we have planned for the future?

In the course of managing a customer account, sometimes CTAs get assigned to various individuals - not just the CSM. If one of the individuals who is assigned a CTA has not taken action on it in a while, it would be cool if there was a "nudge" button in cockpit that would let another user trigger a reminder to the CTA owner that the CTA needs attention. 

Context :  1. We have mapped out our entire customer lifecycle journey.  2. CTAs like QBRs, Workshop are triggered based on this timeline.  So whenever a CTA is triggered a CSM works on it.  But, currently this there is no option view all the upcoming CTAs for a customer, and hence the CSMs can't plan their upcoming activities and puts them in a very reactive mode.  [i] I think it will help the CSMs plan their activities if they can see their upcoming CTAs.

I have a customer that is wanting to build a report on which accounts have NOT been updated in the last 7 days.  Every way we have tried to run the report will not return accurate data. (L2 Confirmed).  In other words: I want to build a report that will list all of the accounts that have not been update in the last 7 days.  Currently this is not an option, I think it would be beneficial for many based on this scenario alone. 

The report logic is very difficult to work on if it gets longer than the space provided. The rule UI does this so well, can we have that in reports? Like this: Instead of this: