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Hoping for some suggestions/ideas here. We have a product that depending on the reason for purchase will not have "normal" usage.  Our CSM Leadership team is looking for a way to indicate whether a user will be a power user or a more seasonal/occasional user, and then, tailor alerts and copilot campaigns based on that designation.  Has anyone done something similar? I'm thinking we could create a field on the contact record to designate, and then, use that as a filter for Copilot.  Since we have multiple products though, that could get tricky.  Would love any additional ideas.

Currently, the UI label for exporting dashboard as a presentation says, Email Dashboard as powerpoint. However, PowerPoint is a Microsoft product, and the exported dashboard can be opened in Google Slides as well. Can we change the UI label to a more generic - Email Dashboard as Presentation?

Hi Community! We are gauging interest in a Slack Integration with Gainsight. Please vote for this post if you'd like to see a Slack Integration and provide details in the comments for what you'd like to see! Here's what we're thinking: Gainsight would surface a notification in Slack when the user is assigned a CTA. The user can choose from two buttons that say 'Take me to the CTA'  (would redirect back into Gainsight) or 'Remind me later' (the notification would reappear after X hrs). In Gainsight, we could add another option in our 'Notifications' configuration that would allow the user to check or uncheck 'Send notifications to Slack' (just like email notifications today) to allow the user control over the notifications.

It would be great if a Gainsight Admin was able to sort the Rules Engine by run time.  Currently, I have an excel sheet where I list out each run time and have to manually add and edit rules after I modify the Rules Engine.  If I don't keep this up to date it is very hard to find a window to run a rule. 

Example, if a lookup field from contacts is added, ability to have the hyperlink to the contact in a report.

Hi all, I'd like to have an opportunity for our moderators to see which topics are most in need of a response. For instance a topic set as a question, and without a reply after a given time, should go red and jump to the top of the queue for moderators to handle immediately. We would like to give customers a reply/answer within 24 hours. It would be lovely to have the opportunity to see these in the status overview without having to add another filter. Best, Ditte

Hi all, When users are sent notification emails about new content in their topic, they often respond to the email. Depending on workflows, these emails may take a while to get to. I'd like to be see customers email responses being posted in the topic they're replying to. Best, Ditte

Hi all, I'd like to have "Partner", and "Superuser" added to the Primary Role. Even better, I'd like to completely customise the list myself. I have yet to find a usecase for "Users awaiting email confirmation" or "Unregistered / Not logged in". Best, Ditte

Several of my customers are very excited about Timeline.  Specifically, they are looking to use it to replace existing "weekly update" mechanism.  In order for them to be able to do that though, enhancement to Timeline reporting are needed, specifically around the ability to show the actual text from the "update" activity.  The desired workflow works like this:  Managers set expectation with CSMs that they need to post an "update" on Timeline every week/two weeks/ month CSMs port "update" type of activity, and have an ability to mark whether this update go into an executive update report Managers consume the updates that have been marked "include on executive report" through a report in Gainsight, which shows all "update" type activities posted within a specific timeframe (e.g. last week) They can then export the report / use and copy it to an email they share with executives for the weekly update M

I was creating my first email in CoPilot (yay!) but I was running into some formatting issues. I wanted to jump into the HTML and add a few line break codes to fix the issues. However as far as I can tell the only way to access HTML is if I paste in the code for the entire email. Then, once that's pasted in, I don't have access to edit the HTML. If I want to make some changes after seeing the text I have to paste it in again as the whole text. Is this accurate/expected functionality or should I be able to edit the HTML of text created with the WYSIWYG editor?

I would love the ability to visualize data in a Gauge Chart. This would be for visualizing % to goal for various metrics.  This is a key part of our executive and management dashboard and there is not a current chart option that gets this point across.  Along with the gauge chart option, you would also need to be able to specify the min/max/middle values. Ability to choose the colors would also be very helpful!   

Posting this one one behalf of a customer: We have the ability to have linked objects on CTAs, which has proven to be incredibly helpful for many customers use cases. I had a customer bring an idea forward on a potential way to build on this a bit if possible. The customer has the Opportunity object linked to CTAs, but the CSMs currently have to manually select which actual opportunity would be connected to the CTA. I'm wondering if there might be any way to automate this in the future so that we can select the Opportunity that should be tied with a CTA in the rule?

I'm in the process of scheduling multiple outreaches to coincide with various events we present each month and I've discovered a few unnecessary time sucks as a result of the tool set up that might be prevented. Upon hitting save, the screen always reverts back to the current month. This might not seem like a big deal, but it takes 11-13 seconds to move forward to each month. Since I'm scheduling the outreaches for 12 months, this process takes a long time. It would be more efficient for the screen to remain on the month I'm currently scheduling for. Even though I selected to view "Related Schedules" only in the calendar, the screen always reverts back to showing "all schedules" each time I save a scheduled outreach. Yet, the filter still shows that I selected "Related Schedules." When using my mouse to roll over outreach names in the calendar view, the full name doesn't pop up. I have to click into that outreach name in order to know wh

On behalf of a customer, they would like the ability to make the opportunity name a hyperlink from a dashboard, which currently is not possible given the report is built using a relationship dataspace 

Since there is a good deal of manual work to be done when migrating from one SF instance (pre-prod) to another (prod), it would be very helpful for the new Admin to be provided a checklist so they know everything that needs to be checked.

Hello everyone! At NOS, we are using post fields for the last 6 months. So far, we have more than 160 suggestions from our clients/users. I wanted to analyze the results in Excel but the actual report gives 0 value... it is impossible to work or create pivot tables. This is something that really needs improvements! Does anyone else have the same problem?

With the release of Timeline, it would be great if the comments section of CTAs could be set to only be used by Admins vs. allowing the CSMs to post in the comments field Thought being that it would be best if any comments where posted straight to Timeline from the CTA at this point.  Pulling in the comments of CTAs in reporting is also pretty ugly since we have no way of distinguishing/filter what was an Admin comment vs. new info that was added by the CSM. Final thought - It would be great if the comment posted on the CTA to timeline actually showed the CTA name on Timeline.

We would like to be able to grant access beyond Admins to allow our teams to be able to configure success plans. In the current state, this creates a bottleneck by only allowing our admins to be able to create these. Our Onboarding team has become our power users and they are creating Success Plans for their customers. However, by only allowing their manager to create the templates and configuration, we have created an issue with the be able to quickly adapt and make changes as needed.

I love that we can create activities from CTA's. I am hoping for some improvement on that (different post). One thing that would be good is to be able to have the "Include child account" checkbox like we do for tickets, contacts, etc. 

Customer would like the ability to customize the export of the mass edit scorecard report. There is another post about the ability to export in other formats, but currently the only export option is csv.  There isn't a way to customize what gets exported out, and even when the report isn't showing things like comments they still show up in the report. Also, because this is a .csv it exports out trend, stale, etc. With these all being strings it makes for a non attractive report. Customer would like the ability to hide/show these things as part of the export. 

It would be AWESOME if we could make an http/API request (to another tool) from the Rules-Engine.  For example, if we're using another tool to track customer's usage, it would be nice to make an API call to that tool when our CSM's have particular types of interactions with our customers.

Could you implement a Usabilla feedback button at the Insided back-end? There are numerous small things that could be improved. They include small nuisances we've addressed quite a while ago. Some of them are too small to address at the Insided Community, but I'd like each moderator in our team to be able to reach out to you on what they think can be improved, individually.

I have a request for the user to be able to have the exported dashboard come from them instead of "No-Reply". When exporting out a report to yourself... this option isn't as important, however, when sending to a colleague there is value in it coming from the actual recipient. 

Customer would like the ability to pull/report on participants that did NOT “make the cut” for surveys with advanced outreaches. This means they were a participant but never made it to the send report because they were blacklisted or some other reason. 

When sending emails through email assist, are you still able to track template open/click rates like you can through CoPilot, or is this tracking only available through CoPilot outreaches?