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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

When the same numerical field is displayed across R360 and C360, there is a difference in the way they are formatted... except for the list view in C360, there is not configuration option available to change the way how it is displayed.

Hi! I could use some assistance setting up an Outreach chain in CoPilot. Just need another set of eyes that might see something different. We are trying to automate a few processes such as sending Tips&Tricks emails to users that have recently logged into our platform for the first time. The issue I am experiencing with this is that we don't want to send work related emails during the weekend, because more than likely it won't be checked.  Since we are basing the Powerlist off of the first login date, it has been difficult to get the date logic down so that no users are being skipped on these outreaches.  Currently, there are 3 email outreaches we have set up to fire 1 day, 6 days, and 11 days post first login. I am flexible on that timing so it doesn't have to match exactly. However, due to the current setup, depending on what day the first login was, they may be excluded from receiving one or more of these outreaches due to schedule date falling on a weekend. I tri

HPE has a request for searching on linked objects in cockpit. Right now, when you search and no record matches criteria, the search box doesn't do anything. It would be nice to see 'no results found' or something along those lines.

It would be great for rule-generated outreaches to skip US holidays that fall on weekdays. For instance, standard emails went out on Labor Day, which may have highlighted that these are automated to our customers, despite all of our efforts to make them personal. It would be great if the standard US holidays were loaded into CoPilot and coded as weekends, so they skip outreaches in the same way Saturdays / Sundays are skipped. 

I have a customer who noticed that the ribbon bar is not displaying the correct information on the Customers tab in Gainsight. Because this is hard coded (no ability to customize this ribbon bar), the customer would like to at least be able to remove this ribbon bar from the page as it will cause a lot of confusion. I don't think this option is currently available. 

When a CSM is subscribed to a customer in their Gainsight instance, a (weekly/daily) notification email is sent to them to keep them up to date with what changes have taken place! However, this notification email can often become a large wall of text; not exactly reader friendly. Our customers have requested the ability to configure the notification email to include just a few key points that their CSMs would be able to use. Instead of fields like "CTA Name" "CTA Type" and "CTA Reason" they could have just a few or even tokenized information being sent to them in this email notification. Thanks for the help! Take care.

Is it possible to tokenize a field in my email template to pull the value from the uploaded CSV in my power list? It is a field that is not in salesforce but I would like to insert that value from the uploaded CSV into my email to make it more personalized. Is this possible or can I only use tokenized fields from sfdc?

Intelliflo raised an idea that would allow a user to click on a widget and allow the report to be opened.  This would match the functionality of other reports in the dashboard.

Currently in our C360 we have a report for Account Level Contact Roles. When we view the report in the C360, it has the option to 'Add' an account level contact role, but when you click the 'add' it errors in SFDC. We can't run a report based on the Contact object because the Account Level Contact Role doesn't live on the Contact Object, its just a bridge between the Account and Contact and is called a 'role'. We are able to edit and view the Account Level Contact Role in teh C360, but just can't add one from there like we can for Contacts in the 360. We would like the ability to add.

Create a configurable option within each rule to send a failure notice when there are no records processed. For some rules, it's expected that there are scenarios where no records are processed. For other rules, if no records are processed then there is an error that needs to be investigated - most primarily syncing or leveraging data from the MDA.  A configurable option lets the user identify and get notified when there is a failure in the data integration process.

This is similar to https://community.gainsight.com/gainsight/topics/playbooks-better-filtering-or-limiting-view; however, more specific in that Gainsight can probably use the taxonomy concept it has with reports and extend that to playbooks.  As the number of playbooks grow, the visual pollution increases and it becomes difficult to navigate to the proper one outside of starting to use clunky namespaces.

It would help a lot, if posts by trusted posters (community managers, moderators and superusers) could be 'whitelisted' from the automatic spamfilter. The filter can become too strict if you mark seemingly innocent posts as spam, since it's just a learning algorithm behind it that looks at post content.

During the Gainsight Pulse, I understood that Gainsight was increasing our ability to share reports with users without licenses.  Is this correct?  Would be great to understand if this view only functionality and sharing exists.

Would like to have a survey response automatically emailed to an email address or distro list when a client completes and submits a survey

We were unable to implement Scorecards 2.0 (without Relationships) due to the fact that we have accounts that need two completely different scorecards.  When we went to set up as a single scorecard, two groups, we had to stop because we could not assign weightings by group.  It only allows the weights to be assigned to ALL elements in the scorecard.  We need group A to = 100% and group b to = 100%.    There should be a check box (like enable overall score) to say "enable group weightings" or something to that effect.

We often have multiple CTA's or actions that fire off a single rule. We add filters to each action to ensure that the right actions are taken. However, those filters applied to the actions are not visible in the preview of the rule within Rules Engine. Having this visibility would allow us to no open the rule to determine what is causing different actions to trigger. 

This idea has come from a user who suggested that there should be a shareable link to CTA to send it to other Colleagues. "Can I send a link to a CTA to another gainsight user? If so, how? This is helpful to link a colleague of mine in case they forget to complete a CTA".

When trying to create a CTA from the Cockpit, the search functionality for the "customer" field is limited. It appears it will not find the customer name unless it is typed in exactly. For example, typing in "lego" shows up as an undefined name, since the customers full name is The LEGO Company. It would make adding a CTA from Cockpit more seamless if we could update this feature. See screenshot

The new timeline/activity tracking is nice, but it would be even better if we could add it into the Opportunity and Account widgets in SFDC so our "Sales View" users can see the activity in one place.

We'd like to be able to embed PingVP videos in our posts and PMs. PingVP is a scalable online video platform. It enables you to upload personalized and interactive videos without the commercials you have on for example YouTube. We use Ping Video for our service videos, they're not uploaded to a platform supported by Insided and uploading to YouTube is not an alternative.

It would be nice if you could build reports off of email logs and be able to customize the analytics which are shown on the CoPilot tab.  

When creating CoPilot emails and using a Placeholder to pull a field in from Salesforce, the formatting doesnt match the surrounding.  Is there a way to format these placeholders/tokens?

I looked around and didn't see anything that answered my question but sorry if this is obvious!  We have set up Outreaches in CoPilot that are sent out to users as part of our On-boarding process. For example, we send an Outreach for a new user that was provisioned but hasn't logged in to the platform yet. We have this scheduled to pull in users to the Powerlist that were provisioned 2 days before rule date but have not logged in yet. The issue we are experiencing is that if a user was provisioned on a Friday, the outreach would be expected to be sent on a Sunday. As a company, we'd rather not send out work-related items on weekends so we do not schedule the Outreaches for weekends. This means that by the time Monday rolls around, the user would no longer be on this Powerlist and that 1st reminder email was never sent to the user.  I was wondering if there was a way to set up this up based on Business Days? That way we could have this automatically push the outreach for Mon

I have noticed that when you turn on the "word wrap" on C/R360 that the setting gets refreshed when navigating and returning to the page.  Is it possible to make the word wrap sticky like other areas? (i.e. filters, etc.).