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One of the ways we are using email assist is for our on boarding emails.  It seems that there is a restriction and only one 1 name is allowed for the TO line, however multiple are allowed for the CC line.  We'd like the ability to send one email TO multiple people vs having to add the other recipients to the CC line or send the same email multiple times.  Is this restriction a bug or intended functionality?

Hi team, Bringing up an idea that was investigated through the support channel regarding the ability to add File Attachments via the C360. Currently, if users have an "Attachments" section on the C360 of a related list built off the Attachments object, they can click the "eye" icon to view the attachment within SFDC, but are unable to "Add" attachments when clicking the "Add" button at the top right corner of the C360 section. What I think is happening here is that Gainsight is trying to add a record to the object, but the attachments are not necessarily records, but more so add-ons to an Account, which is why we are seeing the error message when trying to Add.  Is there some form of technical limitation that would prevent this from happening or would we be able to handle this as an Enhancement Request? Any additional details would be greatly appreciated!

One challenge with email from Cockpit is that it creates a thread that the user cannot "ping" if the email goes unanswered. If I send an email from gmail and get no response, I can easily send a followup on the same thread. As far as I know, I can't do that with an email sent from Cockpit. If I could turn on the option to always BCC the User on Cockpit emails, that could address this problem. Then I would know when the email actually got sent (because sometimes I've noticed there's a bit of a delay) AND I could respond to the thread in the event of non-response.

This was alluded to in a previous post but wanted to make the explicit request here to add a search option to the "Select a Playbook" field in the Add CTA process. Right now, CSMs have to scroll through the entire list of playbooks to find what they are looking for, which is a time suck.  It would speed up the process if the CSM were to have the option to enter a key word  to narrow the search, or to scroll through the entire list if they don't know what they are looking for.

In future, can we introduce a mechanism to increase the number of activity types at tenant level.

Hi All, I heard at Pulse that embedded NPS survey functionality was coming in a future release. Do you know what release or timeframe you are looking to roll that functionality out? 

Posting on Behalf of a customer: Alrighty, currently when making objectives in Administration for success plans you can assign an owner by dynamic lookup or static owner. However, you cannot leave that field blank when setting objective owners. The use case here is that if the assigned user went to a success plan in the 360 and assigned a template I want the objectives in the template to be automatically assigned to me, just like when a success plan and CTAs are when manually created initially. Right now a user applying a template needs to manually reassigned all the objectives. Given our tool has the function to assign based on current user, it would be nice to bring that to objectives when applying a template.

I've come across a use case for a potential new feature idea regarding CTA assignment. We have CTAs that we'd like to be firing based on a 1:many relationship.  For example, if we are firing CTAs based on Opportunity, we'd like a separate CTA on each account for each relevant opportunity. Currently, we are able to do this by tokenizing the ID into the CTA name, however the customer finds like to be a bit messy even though it works. The idea I have is, what if we had the ability to set a field in the action that we could also use as an identifier. So currently the CTA is being creating based on Account ID, but hypothetically, it would be awesome to be able to say "Create based on Account ID AND Opportunity ID" without tokenizing the CTA name and setting the name as an identifier.

Customer is trying to use a rule to set the "Milestone Enabled" field to "True". I know there is a limitation in which you cant load to GS objects using rules engine and that would be our preferred way of setting this automatically. 

I was speaking with a customer today who would like to know it could be possible with Linked Objects to show 1:many in CTA Details. An example we discussed was, if an account has multiple cases currently open, can those all be visible somehow?

It would be nice to be able to configure the search fields of a linked object in cockpit. Looks like this is only off of record name right now. The use case im running into is an internal ID that goes on the opportunity - most CSMs know this ID from other systems, not necessarily the name.

My company has a requirement for all comments to be added with a prefix of date/timestamp/name(initials) on such comment.  This is used in particular when a CTA or task takes some time and there is a need to input ad-hoc wordage on a hourly or daily basis. This is really useful for reporting and review, however it can be time consuming, repetitive and there's also an issue with us being a global company using different date formats depending on where the individuals are located. Would it be possible to add a configurable hotkey or button perhaps, that adds a date/timestamp and username into the comments section? (that also adhere's to a local system's regional settings or is configurable)   I don't imagine this would be hard to implement and would save time on a very repetitive task. Many thanks!

When mapping fields to Relationship in Gainsight connect, we show account + GS Relationship fields. Is there a reason we don't show Customer Info as well? I have a use case at HPE that would need this.

Gainsight's Summer (v5.9) release is live in your orgs. We've prepared a variety of resources to help Admins and end users understand and make use of the new features: For Admins, we're offering live webinars: Sept. 6 at 9:00 AM - 10:30 AM PT - CoPilot, Surveys, Reporting, Rules Engine, & Timezone Standardization - link to register Sept. 7 at 9:00 AM - 10:00 AM PT - GS User, Sally bot & Slack integration, Share 360 layouts, & Scorecards 2.0 migration - link to registerYou can also read our detailed release notes and new articles. Here are a few end user and Admin videos that highlight a couple of key new features: Intro to Sally bot Intro to Shared 360For end users, we've prepared slides with annotated screenshots to help explain what's new in this release.  We look forward to hearing your feedback about the new release!

Currently it is only possible to use forms of aggregation with numerical fields when building calculated fields. There should be an option to use the types of aggregation COUNT and COUNT_DISTINCT for non-numerical fields, just as they can be used within the Show Me section of the Rules Engine and the Report Builder. This would expand the usefulness of Calculated Fields.

I think it would be a great addition to the Custom User Roles settings to be able to add the option for a certain user group (in our case the superusers) to be able to mark best answers to questions. On our previous community forums platforms we had very good experiences of our trusted users helping out the community moderators this way. In this way we would not need to let the superusers in to the control environment where all the private customer data is but yet could empower them and also help the moderation work.

Hi All, I'm trying to test some capabilities on Timeline(beta) in CS360 feature in gainsight. Is there a possibility to attach files, snapshots to within the activity capture. This might be helpful while we are capturing notes and snaps during a customer call and consolidate them in the activity log. Let me know if this can be considered as an enhancement request if already not available now or not on the roadmap Thanks! ~Lokesh

Gainsight's Summer release (v5.9) is coming out on September 5. This release contains lots of exciting new functionality, including the following enhancements: Surveys: create in-line surveys to display a question directly in an email, and create survey links with an expiration date Scorecards 2.0: a migration utility is available to help you convert Account Scorecards (1.0) to Scorecards 2.0 Rules Engine: configure Rule Chains using Bionic Rules, include MDA Joins in Bionic Rules, and leverage Cron Expressions for flexible scheduling of rules (including multiple times per day) Success Plans: view Success Plan progress in a Gantt chart and create Success Plans using Bionic Rules Email Assist: send reports and surveys via Email Assist; last used contact is automatically populated in To field; From and Reply-to addresses are now customizable, and more Timeline and Activities: Timeline is available in the Account and Opportunity widgets, plus s

This is not about the exception logic! Scorecard 2.0 is great but when the rollup feature is selected you are no longer able to use a rule to write a comment to the overall score comment section. We are also unable to use a rule to override the entire score by looking at an account attribute (we do not want to add another measure to the scorecard). 

Hey guys, posting on behalf of a customer here. We're wondering if there might be anything on the roadmap for readjusting the tab sizes in the Account/Opportunity widget in Salesforce?  Currently they are all equal size and there are a few instances where the words are cut off.  Any thoughts on a readjustment option? Thanks

Our CSMs would like to be able to do more within Timeline.  For example, I post a timeline activity following my EBR with the customer.  I then need to update their customer sentiment.  I currently have to click off of Timeline over to Detail, and then, click on the Scorecard link to update the sentiment.   Not sure exactly how this would work to be able to do from Timeline.

Getting some feedback from my group that they'd like to be able to see the Attendees in the collapsed view of a timeline activity.  The suggestion was to include it in the same area where the subject, creator and date are.

We are crafting v2 of our Health Score and some of our score components have a few variables at play.  For example, the Support score is looking at # of cases, how long they've been open, and how many get re-opened, etc..  These things could compound to give a customer a bad experience.   [i]Is it possible to write a score rule that would allow that scorecard component to start at 100 points and degrade based on things happening? For example: Start customer at 100 points - 5 points for every case opened for more than 20 days - 30 points for every escalated case - 5 points for every case re-opened in the last 90 days If a customer has a combination of things happening, their score would be low to reflect that.

The communtiy search bar shows me search results based on the word you searched for ( and maybe dates and views, I'm not sure). However, often the right topics are not found and members start new duplicate topics for the same question. It think it would be better if i can influence the found search results by showing sticky topics or topics with a certain moderator tag first. So that those topics have a higher priority in the search list. I discussed this idea with Daniel from Insided yesterday and he suggested that i posted this in the ideation. So here it is, I'm curious! 🙂

Is it possible to configure CoPilot outreaches so that, rather than everyone being bcc’d so no one knows who gets an email, that everyone [i]in an email domain can see on the To: line everyone else at their company who got the email? This would help mitigate a lot of issues with mass communications.