Archive

Can we display the "reply-to" info in the "preview & send" area (or somewhere) so CSMs know replies will come to them & not be sent to a black hole?  I think CSMs won't be comfortable emailing from Cockpit without some reassurance that they will get replies.  

Recommend renaming the "Approve and Send Button" when drafting an email.  This button text leads to confusion that clicking is actually sending an email, when in reality it is allowing the user to open and edit.

I have a customer who must create Opportunities from the Contact object. They are using Linked Objects and have Contact + Opportunity linked to CTAs, and they are able to create a new Opportunity via the CTA. They are also showing an Opportunity section within the C360. They cannot, however, create new Opportunities from the C360. If they try to do so (via the ADD button), they get an error stating that the Opportunity must be created from the Contact object. Is there any solution for creating Opportunities from the C360 in this case?

Currently we do not support@media queries in our email template builder. The ability to support media files would be an excellent feature for our clients, have we considered adding in this functionality? 

We are exploring the use of a bionic rule to create a more targeted Power List in CoPilot that leverages multiple data sources pulled together. While we could push it to an MDA table and then create a PowerList, it's an added step that is not needed as we do not need to historically keep track of this information in its own table. Having the ability to simply 'push' results to a Power List would be a huge time saver.

Right now outreach email notifications show you if the outreach was successful or if it failed. It also has the nice details section that shows who it triggered to, who received it successfully and who it "failed" for. I was hoping we could break out "failed" into two more accurate groups. First, true failures. Contacts with incorrect or inactive emails, or some other actual reason that it failed. The second group would be contacts that were "excluded" due to the frequency criteria set in the outreach. This would help me cause now I might see that it "failed" to send to 9 contacts. In reality, it may have truly failed for some of the 9, but some may have just been excluded. This differentiation would be very helpful.

I send usage reports internally and to customers through CoPilot on a fairly regular basis. Normally these are stacked bar charts with multiple measures beign displayed at once. This is fine, because the legend appears at the bottom to indicate which each of the colours are representing.  When a user only has one type of measure being displayed on the graph though, the legend disappears. This is problematic because even I don't know which measure is being shown and it can cause confusion when trying to read the reports and understand our customer's usage patterns. It would be great if there was the ability to toggle an "always-on" legend so that I could have the measure display even when there is only one type of measure on the graph.

Noticed that a number of the links take you out of the widget when you click them.  It seems it should keep you in the widget. Examples) If you click our widget showing the CTA graph, it takes you out of the widget to another tab - should take you to the Cockpit tab on the widget If you click on the customer name in the mini-Cockpit, takes you to a full tab with C360.

In Gainsight 5.0, the Account Widget is taking up more space than before. I'd rather not increase the size of the widget (It's already pretty big). Can the layout be redone - the tiles for summary information are rather large. Also, move the "Tags" option next to the Summary Header, so it doesn't take up a whole row of screen space. I would also recommend moving the Comments up so they are not hidden.

When I test an outreach, the text produced from the "First Name" token is bigger than the text in the rest of template.  I can't find a way to change the font/size of the token text.  

If we create a report with a chart that has "Show data points" or "Show percentage" turned on, the values are displayed with a bold style. This causes the values to be wider and less readable. Someone wise once said, "if everything is bold, nothing stands out". Could data points and percentages be displayed using a regular font (or give the admin some control over the styling)?

Could we get the Rules Engine & Reports Builder as things you can add to the Menu Bar Tabs of your Gainsight view? Right now I have to go into Administration first. It would be SO NICE to skip that step and be able to just go straight to the two sections under Administration that I visit most. Ideally, the permissions associated with these items would still persist. Not sure if that creates problems though.

Hi all, I've been keeping notes of every issue I've found in Gainsight in the last days. Thought about how to share them and instead of creating one topic for each, however I've preferred to dump everything in 1 topic per feature. Here you have my annotations for Copilot: Power Lists You can't use filters to deal only with workdays in filters like "last N days". This means you need to workaround to avoid sending emails during the weekend. Editing templates CTRL+C behavior doesn't work like expected. It pastes in the end of the text. CTRL+Z behavior doesn't work like expected. It doesn't undo last action sometimes. CTRL+V behavior doesn't work like expected. It doesn't work when pasting over a text selection substituting it. When copying one template and pasting in another template opened in a secondary tab, tokens copied may break (not always). This usually shows up specially when y

I would like to see us be able to join MDA objects more than three levels deep.  Use case is that since our Company Standard object looks up to the User object, if we have any sort of junction object between the main object I'm sourcing and the Company object it's joining too, then the User object is not able to be viewed. (There are certainly many additional use cases here, especially when relationships are involved, but this is the one most on my mind right now due to a customer use case.) I realize this can be solved for in the rules engine using bionic rules, but it present issues in pretty much every other feature that would use MDA, most notably the report builder. Thanks!

I have a customer who is pushing out survey responses into the MDA. The largest character field we can chose is 250 characters. This limits the ability for the user to see longer responses. Typically, our longer responses are the most valuable because the user put time/energy/effort into taking time out of their day to give us thoughtful feedback.  Can we add a "long text area" type of a field into the MDA? 

When there is a Rule execution (test run) for Call to Action action, a single account is shown multiple times if its occurs in multiple batches in the execution sheet. Do you think it's misleading as the data in the execution file for Live run is different from Test run for Call to Action? If yes, could this go as an enhancement request?

It would be helpful in terms of workflow/Cockpit space if recurring CTAs could be adjusted to display the next CTA in line after the previous CTA has been closed. Or, if a CTA is set to occur weekly, for the next CTA in line to only appear in the Cockpit one week after the original CTA was created and so on.  As of now, recurring CTAs are presenting all CTAs in line at once within the Cockpit, which is causing clutter and can be confusing to end users navigating through their Cockpit. I have heard this request from a few customers but have not found anything similar within the Community and thought I would spark the conversation. Thanks!

There is no ability to export the custom email templates from Copilot. It will be good if we have an Export option so that we can use the exported email template is other systems like Marketo

Hello all, I'm very interested in the data from the community to improve the community as a whole and recently came across an issue. I would like to know if a moderator (or more specifically, which one) marked an answer on a question compared to how many users mark the answer on their posted questions. Currently this data is not available but it can show you how self aware the community is compared to how much a moderator team needs to step in to mark an answer. Secondly it is a moderator action that can be monitored like the other moderator actions as to measure production. I'm intrigued as to how many of you are also wondering about this data. Kind regards, Ronald

As of now, we don't support number fields in "Group By" section in reporting. Would it be possible to have this feature implemented in Reporting for MDA Objects? P.S. - It is not supported in SFDC.

It would be very useful if we could have one page (or C360 section) where we could Upload documents

I'm working with a new admin who is bright and seems to love using Gainsight. After the initial launch, the sales team (user in this use case) keep asking for more CTAs which require her to build more Rules. While she is gaining confidence, she's not quite there yet with her abilities. She's trying to temper their enthusiasm for more and more to catch up with her time and ability. Since this is a POC (deal with an opt out), I want her to have the best resources possible to help even after the project is closed from a services (paid) perspective. I'm thinking it would be great to solicit the community and see if some of our more senior admins may want to mentor new admins. They may get a kick out of helping newbies in more real time than over community posts. Just wanted to share and see if anyone thought this may be a good idea.

Given that Reports 2.0 on the MDA data gives lots of functionality it would be great to be able to overlay milestones on the reports from our Reports 2.0, as the older Usage Widget was able to do. It has been brought up more than once from the clients I have gotten feedback from. For some clients its a deciding factor to load to Usage from MDA or not. *Edit: Also, I believe our sales process is showing the old usage widget still quite often, not saying thats bad, but most customer kinda expect similarly if we were to use Reports 2.0 on MDA data. 

I am playing with Timeline in CTA detail view and I noticed that the Timeline section doesn't show all activity of an account, only for the CTA itself. Creating a timeline within CTA will add on the C360 Timeline, but again not on CTA. It would be a good idea if C360 Timeline is shown fully in the CTA. Reason why is in our docs with C360 Timeline we give this. "When Executive Sponsors or Leaders meet with a customer, they can review the Timeline to understand the customer’s history and context." Doing what the CTA Timeline view does now takes that away, and a user has to go back to the C360 Timel

Super easy idea.  Right now we have the "Send a copy of Rule Result email to" with a checkbox for gainsight and / or a line for an email address.  A simple thing that would save a fair amount of repetitive things would be to add a checkbox for "me" .. which would email the results to the user in question. I have a long email address.  Typing it / copy-pasting it all the time is unnecessary 🙂