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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 ar

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 Accou

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.

We have customers that have multiple activities / projects happening simultaneously. Rather than sending multiple emails for updates or at close out, we would like to send one email that covers multiple instances. We could set parameters to say 'repeat this question where project close date is between A and B.' For example, client is working on Project 1, 2, 3 at the same time - they are coordinated, but involve different specialized teams. In the survey, we would say rate Project 1 experience, Project 2 experience, Project 3 experience, etc. For this to be effective, we would also need questions to be tokenized - reference post: To https://community.gainsight.com/gainsight/topics/creating-surveys-with-tokens. The survey would be delivered via CoPilot email - both automated and through CTA Assist

I would like to create a report based on specific copilot outreaches that I can then add to a dashboard. This would be so I could track all the outreaches applicable to my role on one dashboard, and not have to go to copilot. Once we are able to share dashboards with stakeholders, I would then be able to share/show value of certain outreaches with them this way as well.  I am able to create reports for email logs, but, those seem to be only reporting on emails sent via email assist.  Does anyone have any advice on how to create such a report?  Thanks! Denim 

When creating reports on success plans, it would be really nice if the field "CTA Group Name" (which is basically the success plan name) would be a link taking you directly to the success name, similar to how an Account Name links to the C360.  Is this planned?  Thanks,  Nadav

One of my customers pointed out & posted on external Community what appears to be an omisson...there's no "Edit Summary" option on the R360 (like we have on C360).  So there doesn't appear to be any way to update the R360 Comments for example.  Is that correct?  Any chance that this is a peeble that we can fix sooner rather than later?  They have several fields in the Summary they need to be able to edit (like they can on C360 today).  Thank you!  The external post for reference is here: https://community.gainsight.com/gainsight/topics/ability-to-edit-stage-and-summary-section-of-r360

Recently a historical usage data rule was run and daily was accidentally checked vs. weekly. The start date was set to run 4.5 years in the past. This resulted in 1500+ rule runs, which has stalled other rules from running. Being able to stop a rule like this from running once it's been launched would be a lot of help in these situations.

This is irrelevant to our organization and could potentially confuse our users because the data will either be empty or inaccurate and It seems really a shame to force us into showing information that is meaningless us.

I've heard multiple customer requests to rename their tabs in Gainsight.  For example, rather than the tab being labeled "Gainsight" it would be their company name.  While it's not possible to directly edit tab names on a managed package like Gainsight, below a workaround that you may consider.   To customize the names on Gainsight tabs: Go to Setup > Tabs > Visualforce Tabs > New In the dropdown "Visualforce Page" select the page that you would like to target (The Gainsight tab is named "HomePage [JBCXM_HomePage]" Name your new tab, select a tab style, press next Select the layouts to add it to, Save Now, you can click the + on your menu bar, then "customize my tabs" to add it, remove other tabs, and reorganize your tab order.

I think it could be helpful to have a mass edit tool for relationships that allows you to post status updates to multiple relationships and relationship types at once to help improve time efficiency for CSMs. In the cases where a standardized status updates needs to be given for multiple relationships or relationship types by account this feature could help speed up that process. 

Currently you create the CTA Task, then you add a task, and on that task screen, you cannot associate a contact. You first have to save the task, then associate a contact. I'd like to be able to associate the contact and log the notes all on the main screen. The reason for this is that we want to be able to create CTA Tasks and sync the underlying task to SFDC for calls we are having on the fly. It would be quickest for our process to be able to complete everything on that main screen.

I'd like the ability to hide / remove Objectives associated with Success Plans on the Cockpit section of the 360. A few reasons ... (1) We already have the Success Plan area on the 360, which I'd like CSMs to use for managing Success Plans (2) In Cockpit, you can remove objectives and just review CTAs..would like this to be consistent (3) Cockpit on the 360 often looks cluttered, when you have 5 Objectives included in a Success Plan, plus the CTAs for that customer Thanks! 

Team, Bringing forth an idea brought to me via the support channel - It may be beneficial to have task fields be editable within Administration > Tasks so that end users can modify (and later report on) CTAs/tasks at a more granular level. As it stands today, tasks are defaulted to "Read Only", but it may be nice for end users to be able to modify this, similarly to CTA Default View fields: Thanks, Josh

We cloned an existing, working email template in CoPilot for a special project. The template itself contains a numerical value, which is the number of days until the customers renewal is due. Up to this point, it has always come across to the customer as a whole number (i.e. "40"). BUT, following the new template we made yesterday, it was sent as "40.00000". This was not present in the preview before initiating the outreach. Anyone else seeing this behavior with new email templates? On a side note, we did get a fun reply for the customer: ""40.00000​ days." That is very all-the-way-to-the-fifth-decimal-place specific!" 

I would like to create a report which shows either weekly or monthly snapshots of customer health as a whole so I can compare our overall heath week to week / month to month.  Essentially like the reporting Gainsight recommend to configure for their VP around habits, but for their Heathscore metric as a whole > https://support.gainsight.com/Product_Documentation/Reports_and_Dashboards/Examples_and_Tutorials/Co...