Archive

Hi all, We're running into an issue with post fields in our workflow stream: It's currently not possible to see at a glance which posts in a topic/forum/category, or through the entire community, has NOT has post fields filled in. We could use "mod break" as part of this, however this shows up on front end, and we don't want it to. It would also be great to have an overview of the individual posts so we could batch process them for post fields in a fast and efficient manner. :) If anyone has solved this challenge in their own community, please feel free to share your solution :) Best, Ditte

I'm running into an issue with Federated Admin for relationship CTA configuration and want to make sure I am understanding this correctly.  I am working on one relationship type, CAM, for HPE. They have 6 of their own CTA Types. By default, there is are the 7 CTA statuses (New, WIP, and a bunch of closed ones). If any of my CTA types need to have their own customized statuses, you have to turn off all of the global statuses so they don't show on that one type and then create the new statuses there. However, if my other CTA types need to have all of those same global statuses, I have to recreate them on each type. It seems to me that there should be a way to turn off global statuses by each type so you don't have to duplicate everything.  This also impacts reporting because I will have 5 'New' statuses that are on the other CTA Types that I don't need custom statuses on.  It may be a bit of a bold statement, but for multiple reasons, I don't think we should ship the

After the release last week, we started receiving reports that survey links we were sending out through CoPilot were giving users an error message saying: "An error occurred, please contact survey sender." Turns out in the survey site itself in SF, there is a checkbox that notes "Require secure site (Https)". And with the latest release, Gainsight started to require this for survey sites. THIS IS THE KIND OF INFO WE NEED IN RELEASE NOTES!! This is not the first time we've had releases break functionality without any warning.  And this time, not just back-end functionality, but broken functionality in something we're sending out to our Customers, which just makes us look bad.  So just in case anyone else is getting the same issue, it's an easy fix.  I just would have preferred to fix it before we sent broken links out to our customers. 

We have a use case where we would like to include more than five reports. Is there currently a plan to expand that capability? Thanks, Elizabeth

It should be possible to set overall Notification settings for all CSMs, rather than have them individually click the bell icon.

When adding internal or external users to a call or a meeting the scroll bar accounts for the names being added and jumps to the bottom of this window.  The ask would be to increase the size of the window so this does not happen.

I have a customer who wants to be able to data-mine the information that is contained in the 'Notes' object for Timeline. He is able to create reports that will pull back the subject of Timeline Notes, but is unable to access what the note actually says. His contention is that the content of Notes will have much better content by which to create reports.  -- Here more context into what the customer is wanting: [i]Customer:  Part of the problem is the data gets all flattened into "Comments" in the tasks... (the attendees, the notes, etc.). When I look in "Activity Timeline" reporting under MDA it doesn't have that information either .. so ([i]my previous explanation) doesn't get me where we need to be. [i]Customer again: [i] Essentially I'd like to have access to all of the data below ([i]the text within the Notes field). I can obviously pull most of that .. _except_ for the notes .. which .. probably contains the most context. We're going to be create activity types f

I am working with a customer who has brought up the ability to be able to "hide" certain relationship cards from certain users. The customer wouldn't want to necessarily delete these, but would rather just hide them from certain users to prevent confusion. 

When you're working within a CTA, in the Timeline section, and creating a new Activity, the draft does not auto-save. I'm not sure if this is a bug or a feature that hasn't been built yet

I'm posting this request on behalf of a customer.  I've been presented with a request to have a stacked line chart in Report Builder. The customer tried to utilize the Area chart but the lines are overlayed, and not stacked. Have there been any other requests for this kind of report?  Is it something we might be able to provide in the future? Thanks!

The new-ish feature for CTAs to limit how many times a given CTA can fire in X days has come in very handy. However, I think it would make sense to also include CTA name in the tokenizing if it's flagged as an identifier. Otherwise, there isn't really a way to have the same action fire a different CTA that are unique because of name, with that box checked. In my example I would want it to fire once in lifetime per unique CTA name. As far as I know now, there isn't a great way of accomplishing this. Thanks!

It would be preferable to show grouped NPS results instead of specific survey titles. Does anyone really want to click by survey? I imagine at some companies you have Onboarding or overall NPS survey, but the UX would be much better if the NPS results shown were aggregated over the last 12 months. 

I believe this may have been mentioned before but I was unable to find a community post for it.  I very often need to concatenate fields together when updating or creating records in Bionic Rules. I would like the funcationality to be able to concatenate fields together as well as concatenate a field with a static text value.  Example: I am creating opportunities for one customer and they want the Opportunity name to be *Account Name* - Renewal - *Year*. Currently, I have to force them to create a formula field on the source object that derives the text in this format. It would be nice to use transform tasks in bionic rules to create these fields. Is this on the roadmap? Thanks!

I love that we can now populate recipient that are contacts in email assist, but I feel like we've left out a vital piece. I have multiple customers who use email assist for internal emails and would like to also have the functionality to auto populate the recipients(in this case, a user rather than a contact). Would it also be possible to hard code an internal user as CC or BCC on email assist emails? Thanks!

Hi there, I'd love to see timeline activities custom fields to have default values (that we can set ourselves) so that a CSM should not bother themselves with repetitive work and things not falling through the cracks when they simply forget about it. Ability to add mandatory fields also works however adds to CSMs plate which is not really what we want. Any workarounds or thoughts on how useful this might be? 

It would be really helpful to get a warning if you're saving an Email task on a playbook and the tokens have not been mapped. We've had a couple of issues lately where someone who doesn't usually add an email task has done so without realizing the tokens needed to be mapped. I've also recently made the mistake of neglecting those token maps. It's a simple enough thing to correct. Unfortunately, any CTA that has already been created will not show the changes so a CSM would need to know to refresh the playbook. Having a flag would prevent a lot of headaches.

We have a few customers that are interested in the ability to use Reports based off Data Spaces in Success Snapshots. At this time, that does not seem to be a feature that we support. When attempting to add a report to the SS template, any of your Data Spaces are not selectable from the source object dropdown! For example I have a few Data Spaces in my trial org that I would hope to see here. But at this time that is not something that we support. It would be very beneficial to be able to use the new reports built off of Data Spaces in Success Snapshots! Hopefully we can see this feature enhancement in the near future. Thanks, Logan Thome! Technical Analyst - Gainsight

Currently, in survey questions and answers (ex. multiple choice, matrix) we support 2000 & 160 characters respectively.  Would it possible to increase the character count of both or at least answers?

Today, there are lots of clicks to consume the comments data from surveys (outside of the NPS feed that shows the NPS comments in one feed).  Often, this can be some of the most valuable input from surveys.  Need an easier way to see the comment details on a specific customer or a specific survey.

When I attempt to upload data through the S3 connector that includes a Date Time field, I am met with a failure reason of, for example: Provided date [01/19/2017 10:17 AM] cannot be parsed. at row number 19314 The field value for that row is:   1/19/2017 10:17 The upload is successful if I change the date time field to a simplified Date field, but this won't always be a suitable workaround, as sometimes there are multiple instances on the same day but at different times.  Is there something I'm missing with regards to this data load? 

Many of our large customers use Account teams to show all critical users related to a specific account. See previous discussions https://community.gainsight.com/gainsight/topics/sfdc-account-teams However - as we move these customers to Gainsight relationships, I'm expecting we'll begin to see a similar use case - Identifying a number of users and their role in the relationship/BU. Our current option is to create a series of user lookups on the relationship record, but due to the volume of possible users, and the variance in account teams size (2 people or 10 people) I think it would be great to have a better option in Gainsight to identify and manage this.  Have or could we consider creating our own "Relationship Teams" functionality? Would love others feedback on this. Thanks! Devin

Multiple domain whitelists for a single sub-user(Account). Could we whitelist two domains for one account?

As the Gainsight application evolves and new functionality is introduced, at times, we will deprecate older features and functionality. When a deprecation is planned, we strive to provide customers with at least 3 months notice. In many cases, we’re able to provide more advance notice, so that you can learn the new features and plan how to transition your content or processes. In CoPilot, we plan to deprecate the Standard Outreaches functionality sometime in 2018. Refer to How to Configure Adv. Outreaches for instructions.

Is there a field available to validate that the Time Scheduler Field is working properly? When I dig into the email logs table, I can access Trigger Date of a copilot send.  I can't tell if the trigger date/time is this same thing as the send date/time. If yes, that would mean my Time Scheduler Field isn't working properly. If no, is there a different send date/time field that I am unable to access or find?

Hello! We are looking to utilize an API to load (add/update) additional measures onto the scorecards for our various relationships. What we have found with CTAs is that integrating with the Gainsight API has allowed us to create, test, and deploy CTAs more rapidly than we can through the UI and the Rules Engine. We have also found instances where functionality we are looking for to support our business is not currently available in Gainsight but it is something we can build in our own codebase. An example of this is the ability to create a CTA when an CSM has not had a phone call with their client within the past 90 days. We are looking to get the same improvement in implementation speed and functionality for Scorecards. This would be a great added value to the platform and provide us with the tools to further achieve our company goals.  Thanks! Iqra