Archive

Would be an good idea to Show the List of Success Plans that belongs to Logged-in User in Cockpit page, as we have List View and Playbooks?

Would love to see additions to the "Summarized by" feature for grouped fields in Report Builder: Hour of day (0 to 23) Day of week (Sunday to Saturday - translated to local language) We use the Bulk API to import CSVs for usage reporting. Currently, we add calculated fields for the day of week and hour of the day in 24 hr format to the CSV and upload. It's not the most efficient approach. Also, we have to convert the hour of day to a string since you can't do a group by in Gainsight Reporting on a number. Best,Nate

When moving a CTA due date up ahead of some tasks in the playbook, Cockpit results in an error - that the CTA can't be due ahead of task due dates. Makes sense, but the solution is for the CSM to update the task due dates manually. Idea: can we automatically update task due dates when cta due dates are pushed up or back in time?

We have multiple sections on our C360 for different Salesforce objects including opportunities, cases, and contacts. It would increase efficiency if the opportunity name, case name or number, contact name were clickable links that took the CSM directly to that page in Salesforce. 

I would like to provide my CSMs with the ability to make inline edits to a related list view in C360 rather than having to go into Salesforce to make the edits.  I'd like them to be able to toggle the value in the Technical Contact column in the image below.  From what I can see, the only way to do this is to click the pencil which brings you into Salesforce to make the edits. 

Has anyone figured out how to setup a report to group by Question Name while using a Data Space? Here is the use case. We have a Survey out now with a matrix question. It asks customers to rate the aspects of their customer experience from very dissatisfied to very satisfied. I then score the result with a 1-5 score to output a CSAT-like system.  I would like to then do segment analysis on how customers answer those questions as a group. I could also do one large section to see how all customers feel about our Technical Support (for example). This would allow me to spit out an average score in that range. I have been calculating this manually and its quite tedious. This feature would also give options for even more granular research down the line

We have come across several situations that require us to compare fields when filtering rules, reports, and powerlists. We want to find accounts where Date A is greater than Date B, or Field A is equal to Field B. As far as we can tell, only the rules engine has a work around when setting up the actions, but the powerlists and reports remain a major struggle. Has anyone else run into a similar issue?

Hi all, Very long story short: I would REALLY love to have a built-in, on-demand, dashboard in control, where I can set a date range and get an instant overview of the health and growth of our community for that time period. For instance (and absolutely not limited to): which topics are in need of some TLC from either a moderation or engagement side based on activity levels? (like the current status bar) Include likes given. Which Superuser haven't logged in in a while? (general activity level so we can reach out) Overview of user activity based on various events (should be sorted by ascending/descending) Where are superusers most active? (Do we need to start looking for superusers to cover other areas?) General Activity per board (New topics / new posts graph) + the number of unique users, superusers, staff etc Average time between replies (our good Pierre is already working a mammoth she

Would it be possible for us to notify the customer incase there are failures which revolve around MDA authentication wherein the customer is required to re-authorise the MDA? Below are the scenarios: Unable to connect to Salesforce : Please re-authorise MDA. Invalid user: Please re-authorise MDA.

Not sure what the interest in this would be, but I would love to be able to set up a rule chain with the rules filtered in the way I would expect them to normally run.  But then I could test run the rule chain with a global filter that pushes down to all the rules in the chain, but only for that run.  This way I don't have to go into each rule and change the filters, run the rule chain, then go back in and undo the filter changes. An example of this global filter would be an Account ID or a picklist value.

Currently, the "Health Score" column in the Cockpit view only displays the C360 Health Score. For Gainsight customers who are purely using the R360, it would be great for the system to be configurable - allowing C360 and/or R360 health scores to show.

We would like to see the ability for widgets to produce a list view either via the UI or export.   The primary use cases would be to review the underlying data that makes up the widget value and then ability navigate to a customer within the list to take an action or ensure appropriate action is being taken. Ex. If I have a count of customers that are likely to churn, I want to see that list of customers so I can drill into them and check action is being taken by myself or my team – depending on role – to address the churn risk.

In the COPILOT FAQS & TROUBLESHOOTING document, it states: "Integration with Eloqua is on our long term roadmap." Is there any ballpark idea of when and what the scope of such an integration will entail?

I would like to see the gsnap video link available through the setup page instead of having to send the video to yourself, click on it, then copy the URL from there. This way our CSM's could create a video (or access one already created), easily copy the URL, then link it in a semi-automated email. Unless this is already an option that I just haven't found.

I wanted an email to go out to the entire company when a customer moves to Red zone. We have a group email id to which the email can go to. Is there a way to do this from rules?  The send email action doesn't seem to give me an option to do this, and neither does the co-pilot. 

Can you add a way to report on 2 different subject areas in one Report for example: 1. GS Scorecards 2. Calls to Action We are looking to report on Health Scores for a certain cohort of accounts we have run a specific alert on. 

Not all customers want direct access to the Account, Contacts, and Opportunities from the C360 page. I would find it helpful if you could edit the objects that have a direct access link or turn this button off completely. 

It would be very useful if we could have one page (or C360 section) where we could: 1) Upload documents 2) Summarize a QBR meeting (Who attended, what was discussed, what were the issues, feedback and action items linked back to CTAs).

In CoPilot, even if you are using a picklist as your variant filter you have to type/paste the text in. For example, if you have a language picklist on the contact record you would have to type out the value ie. (ES - Espanol). This could lead to mistakes when setting up the variants and is more time consuming.

Hi, Is there a way to add color coding inside of a table, such that certain cells could display a color coded value? One use case: We want a table on the C360 that shows key contacts at the customer. We have a few checkboxes that are powered by (and feed) other data in our SFDC instance, and display whether someone is a POC, DM, User, etc. It's visually tough to gather who does what when the field simply displays "true" or "false" as text. I would like to have anything that's true display as Green, for instance. When setting up Custom Colors it still did not make any updates to the tables. Can we allow tables to display color coding?

We've come across this requirement a few times now, in Gainsight, where we'd like to be able to privatize a few things, ie. an exec framework(dashboards,objects), irrelevant CTAs/high-priority leadership CTAs , assets for other teams - essentially cutting off the noise too. I guess what would help is a way to extend the idea of different layouts to more than C360 sections. Any plans on the roadmap?

I have a customer who is requesting the ability for more flexibility with reporting on Gainsight360 data. One user specifically has request the ability to add these reports to a dashboard. 

We've just launched our first NPS survey through Gainsight. Unfortunately, it's impossible to set the "comments" section of the question to Required. We strongly value that feedback from our customers. (We customize the header for that comments box to be, "What is the most important reason for your response to Question #1?") Given how important that information is for us, we want it to be required, [i]and we want it to be populated in the "comments" section of the NPS widget in the C360, so that it's highly visible to the CSMs. If I make it into a separate question, so that I can set it as required, then it will not be populated into that spot in the C360.

Hi all, We're having some troubles with end users posting topics in boards like "News and announcements", despite having a general "ask a question" board where they can add all their questions etc. It would be lovely if we, at the same time as setting up a category or board, could prevent main and/or custom user roles the ability to start topics and/or reply to topics in those areas. :) Pretty much the same as a "Read only" board/category. Best, Ditte

Hi all, We'd love a feature in the control environment where we can set a bunch of "and / or" filters, like "Time since published" - Older than XX time (days, months, years) "Time since last reply" - More than XX time (days, months, years) ago "Answered?" - Answered or not answered. "Contain modtag" - xxxx and/or yyyy etc This will allow us to manage content better, and prevent necro-posting (people reviving an otherwise "dead" topic. At the same time we can also immediately mass close topics regarding a specific software release, if there's a new one out for customers to use. A potential work around could be adding "close topic" to the batch processing in the overview, where there's currently an option to assign to moderator or add a label. With that said, I'd much prefer an autolock system in place.