Archive

We use the post fields as a way to log the 'social drivers', so we can compare them with the call drivers of our organization, so we know for which reason customers contact us. Every week, it takes a lot of time to get this data out of the post field analysis. What I would like, is the possibility to export all post fields in one file, instead of an export for every individual post field. 🤓

We've recently encountered some scenarios on our team where CSMs would like the ability to manually create CTAs specific to their user name, but not tied to any specific account. Rather than setting a reminder in an external calendar, this function would allow them to set reminders via Gainsight. It think I've seen it mentioned in other posts that a Gainsight/Calendar sync would be amazing so this is likely a continuation of that request. One specific use case is a reminder to pull together necessary items - reporting & decks to complete any upcoming QBRs. It's difficult to do an auto fire for QBRs because they don't occur on any specific schedule across accounts. We came up with a work around where we fire a CTA for all accounts called 'QBR Pre-work Reminder' that just sits with a far out future due date and then made a custom view for them in the cockpit so that any time a QBR was scheduled, they CTA would just be sitting there waiting. Wondering if anything else has done any

We use CoPilot extensively for automated renewal notifications. We then log those emails back to the renewal opportunities. We accomplish this by loading the open renewal data to the Email Logs table and then referencing that data when loading the emails back to SFDC. We are having a recent issue where the "Template Name" is no longer mappable to the "Subject" Field of a "Task" object in SFDC. This has been working for us for the last year, but we received the following error today when viewing the rule: In addition, I no longer have the option of selecting "Subject" when setting up my mapping for the Load to SFDC action. I did notice that the field type for Subject is listed as "COMBOBOX". Idk what that is or how it affects (or doesn't affect) the situation. Thanks!

Right now, the Success Plan Data Space that's available out of the box only has Owner ID name available but not Owner ID.  Because we cannot modify out of the box Data Spaces, I had to copy the Success Plan data space for my customer in order for them to be able to dynamically filter on Owner ID = Current User. At the very least, I'd like to see us add Owner ID to the Success Plan data space, but it would be even better if Admins were allowed to add fields to pre-built, out of the box Data Spaces. Thanks!

Posting on behalf of customer. Currently the gauge looks like this. It would be nice to allow modification to the scale so the green can start at 30 to 100 for example instead of what it is now, which can't be changed. Use case here is that an organization has different parameters judging whats considered green for NPS , same concept with scorecards where a green color covers a set value range.

Currently when a case is created using the c360 "Add" button when I click "Save & Close" it closes the window and if I want to see the case I have to go back to the case report and click on the "eye" to view it. Instead it would be nice to just keep me on the case page and show me the case I just created instead of closing the window out and jumping back to the c360. When we create a case we usually start working it and it is just another step to have to go find it again in the c360. 

I want to be able to require customers to comment on survey questions. You can check the checkbox to "allow comments" but I want to be able to allow and require. Use case: If a customer gives a low NPS Score or CSAT score, I want to know WHY. I know that you can create a completely new question and link out, but its a cleaner UI to have the comments right below the question.

I built out a powerlist and an email template and want to (essentially) do a high-touch/low-touch variant. For the high-touch version the email should come from the named CSM, whereas for the low-touch we would use a standard email (customersuccess@) and name ("Customer Success"). But when configuring the outreach, those settings are common to the campaign. The workaround I can see is to create two power lists and two outreach campaigns with the right filters. But, at least from my perspective, that's not ideal. Love any ideas on how others are handling this!

We've researched the common reasons for a low survey response rate and compiled them within the document "Reasons for Low Survey Response Rate" which is linked below. In addition to listing these common reasons, we've also suggested solutions to these problems that can be achieved within the Gainsight product. Please feel encouraged to comment with any suggestions you might have for this list. We will do our best to apply any feedback you might have. https://support.gainsight.com/Product_Documentation/Surveys_and_NPS/Admin_Configuration/Reasons_for_Low_Survey_Response_Rate

CrunchBase tracks investments, partnerships, etc in the technology and startup space.  A connector to the CrunchBase API would allow CTAs based around customer investments; if a customer receives a sizable investment, that's might indicate a potential upsell opportunity. Tracking news stories could help keep CSMs informed about notable events that effect their customers (acquisitions, mergers, etc).

Customer would like a way to adjust the way tabs are named within the browser. He believes it would be more helpful to see the tab instead of showing, 360 View ~ SalesForce, to show an Account Name to save time with numerous tabs open.

We have a lot of tables in our dashboards. Is there the ability to email a dashboard that comes as an excel attachment? When it gets put into a ppt, the report spans many slides. I have looked to see if this is available, but just can't seem to find it. Thanks!

This is a minor thing. But I was just working through a new data space and just moving my mouse down field to field... When a field can be for show or filter, the filter is on the right. But when it can only be for show, the show option shifts right. Since show is [i]always an option, if that was on the right hand side I could just work down the list in a straight line, shifting over for the limited number I want to use as filters.

As our team has started to adopt Timeline to log calls, I've been getting some feedback that it'd be great to be able to expand the area to log notes.

My team would like to be able to click that a task created in a Timeline Activity has been completed without first clicking the edit icon. Is there a way to make this happen?

This might be kind of petty, but all the little dialog boxes that pop up in the right corner of the screen are either 1) in the wrong place or 2) showing for too long.  And if there are multiple ones that come up, it can take even longer.  They might only display for like 5 seconds, but when I want to create a new rule or change something, and the dialog box is in the way, I feel super demotivated waiting to get started on the new thing I want to do. Just a thought, could we reduce the onscreen time of this thing, OR, move it to another part of the screen?

Posting here for comments from the security team & other SA's at a minimum -  Currently, there's no way to suppress the emailed spreadsheet of an unencrypted data set to the person running the rule - I'm surprised we got this far without InfoSec review issues from one or more of our Jupiter/Venus customers. I know that a product risk is being opened by Erik Grand for the new customer Carbon Black (and I'm pretty sure it's a blocker for them moving forward with implementation), but I think the priority may be even higher, given that it's just been luck so far that we haven't had to address it already. We may need a short-term fix to this, at a minimum, where there's a checkbox for the rules engine to disable sending the spreadsheets - and if we add it to the UI for the individual rule, the admin should either be able to set a default, or the default should be "no spreadsheet" and then the user can use a checkbox to receive one for a test run. Longer term, being able to down

This is a silly usability thing, but I wanted to offer it up to Lila & the documentation team regardless :-) When I search in Gainsight Go, my 13" MacBook screen crops off the page so that I can't actually see any of the results. Could the items at the top of the page be more space-efficient? I'd love to not have to scroll before seeing if I have any results at all, or before clicking directly to one of the top results, assuming that the search has pointed me towards what I'm looking for. See screenshot below. I'd also say that it's only now that I'm really [i]looking at the top of the page, after doing plenty of searching in the new Gainsight Go platform, that I realized what the giant icons across the top are [i]for. Super-useful, but my eye might have more readily understood them if there was a Funnel icon, or some visual clue to their [i]purpose, not just strong visual clues of their [i]meaning.

Is it possible to configure click to call in the R360? Based on our documentation, I'm guessing no, but I haven't seen this explicitly addressed. I'm kind of surprised I haven't seen a post already about this actually, so if I'm missing something let me know. Thanks!

Would it be possible to change the name of the action type for the Set Score, so that it reflects whether I am looking at Account level or Relationship level?  It does seem to be how these actions are dividing the rules up, but I am not 100% sure and clicking between them is a pain.

Anyone have an issue were they are adding fields on to a preexisting data space, but after saving and refreshing the fields don't show up down the line to other functions when attempting to use? Scenario: My data space is used to limit contacts in a powerlist. When testing out the functionality I'm finding new use cases for additional fields. I go back in the dataspace, add in necessary fields, save, jump back in my powerlist (and/or refresh) to find the fields aren't available.  In fact the only way I can get it to work is to save down a new data space and create a new PowerList. User Error? Common Error? Thanks!

There are some customers who would like to report against the MDA table created for Relationship Scorecard Snapshots.  It has the individual Scorecard values, as well as the Overall score.  However, it only has the Relationship ID and the Account ID as identifiers, which makes it hard to do effective reporting and display it to end users. Am I missing something, or is this a feature request?

After sending a co-pilot, when you receive a report and some are marked as "failed to send outreach," why is this happening to those emails and how do I correct this in the future?

We're always updating and adding new content to Gainsight Go. While the list of articles updated in the last month is too long to list, here's what's new: Articles: Grant Access to Gainsight 360 Custom Tab (for non-Gainsight Admins to access the new G360) View Gainsight 360 (new in 5.6) How to Configure Advanced Outreaches (new CoPilot feature in 5.6) Email Templates 2.0 FAQs Adv. Outreach FAQs Common Errors and Reasons Events Framework Overview (new in 5.6) Create CTA Forms Using Linked Objects Formula Builder in Bionic Rules (new in 5.6) Gainsight Bulk API (enhanced in 5.6) Gainsight Bulk API FAQs  Data Import Lookup (new in 5.6) Field Deletion in Rules (new in 5.6)Videos: Intro to Scorecards 2.0 (8 mins.) Intro to Adv. Outreaches (10 mins.) Use Timeline for Note-taking & Follow-up Tasks (6 mins.)You can follow the Product News & Updates category on the Community to receive email notifications about new product content on a monthly basis

Right now in order to delete an outreach schedule you need to edit the outreach and then navigate to the schedule. There should be a delete schedule button next to the run, edit and delete button