Archive

Hi Team! Our customer's have expressed interest in being able to apply a global decimal value for certain fields, like the ARR or ASV fields on the Customer Info object. As this is part of the Managed Package, we are not able to adjust the "decimal" value straight from the field settings, so giving our customers the ability to apply these global decimal values would be helpful. The overall intention is to clean up the values as seen throughout Gainsight for a field. Any other suggestions as to how to complete this would also be appreciated! Thanks, Logan Thome

I tested this senario on a single dashboard: Report 1: I have a report based off of Customer Info which has a filter on Stage. Report 2: I have a Mass Edit Report for Scorecard 2.0 where I have a filter on Stage which is a field on the Standard Company Object in MDA. When adding these two reports to a dashboard I attempt to set the dashboard filter, but I get no common filters found. Stage on my Company object is a direct mapping to stage in Customer Info, only difference is one is Picklist and the other Dropdown list. It would be nice to add a dashboard filter based on the senario I laid out to maintain the easy dropdown filter within dashboards. As of right now the two aren't compatible to make a dashboard filter on.

this would help as often you are mid reply in the control environment and then realise you want to "@" someone and can't! Darran

As we continue to increase the amount of data that we are pushing to Gainsight, our CSM's are becoming more dependent on Gainsight as a BI tool. They are able to pull valuable insights across multiple touchpoints and easily consolidate information to present to customers in monthly scorecards, quarterly touch bases, or annual business reviews. We have one hangup: The ability for calculated fields to dynamically adjust based on the filter criteria applied which are set on the cadence of the customer meeting or preference of the customer.  As we are reviewing our customer's performance, CSM's are often adjusting filters and setting date ranges/groupings based on their customer's needs. When the report they are leverage features aggregations, the aggregations can sometimes be misleading because they are calculated on an 'average of averages' for all the lines of data that meet the filter criteria. Here are some examples of where we see this:  Success Percentages (

Is there an easy way to sync Success Plans from Gainsight to SFDC?  CA Technologies would like CSMs  to use success plans but would like non-Gainsight users to have the option to look at them (without having to export through PowerPoint)  Is there any way currently to do that or a planned enhancement? 

We are so excited to launch our next NPS survey with Advanced Outreach, but as I have begun building it out, I have found a limitation. We want to customize the follow-up/thank you email to the survey participant based on how they respond to the NPS question (promoter, passive or detractor). I know we can do this through a regular CoPilot Outreach, but it would be so much more seamless if it could be incorporated into the original Advanced Outreach.

Hi All, In the post mentioned here , we are planning to introduce Multiple Layouts for Customers which can be seen here - https://community.gainsight.com/gainsight/topics/multiple-c360-layouts. As an extension , the concept of layouts can be extended to address another use case exclusive to GONG which is the Customer Application for Gainsight. The use case is that - We collect a lot of information about our customers and track the health of our customers in our C360. There are various touch points which we have with our customers on a day to day basis where we build a portrait of how a customer is doing. [i]How do we(Gainsight) share relevant,useful information with our customers which will benefit the customer and Gainsight? Idea - Gainsight Customer Portal is our customer management portal where we configure external layouts applicable to customers and share information with our customers. The flow would be something  as listed below - https://lh6.googleusercontent.c

Since using S3 and loading data is case sensitive for headers it would be nice to see an error message that would state this instead of passing the job.  

In the first tab of the analytics page in the copilot, none of the graphs show the full outreach, but rather just a sample that appears to max out at 20 customers. I'm not quite sure why it does this nor how to have it show the next 20 customers. I even tried changing the report type to a simple table, and it was still limited.  As it is now, I am not able to easily see the opened/clicked/bounced rates for my entire outreach. Please expand this capability.

The html editor in Templates 2.0 is too small and is unable to be re-sized.  I am also no longer able to use CTRL+F to search through the html.  I am using Chrome.   This makes it difficult to read and troubleshoot my html as I replace my existing templates and create new templates.

We'd like to be able to permission specific "Gainsight" tab layouts and Customer tab dropdowns. We have several views we don't want some users to see

Our email outreaches are based on relationships, currently, there is no follow-up function available for unopen or opened emails. Will this be available in the February release or on the roadmap? 

We have a couple surveys where the answer to the questions would be helpful to live on the account in a comment field instead of a few clicks in to get to the survey and then the question and then the answer. In the survey analytics, you can view the answers to questions, and it shows which account the response maps back to: I haven't been able to recreate this in a report, which is typically my first step before attempting to write rules. Is it possible in a report or rule to map the comment from a specific question back to the customer? If not, this would be very helpful.  We could then create reports for different departments about the comments. Example: If a survey asked what we could improve in our Product, we could write those to a comment field. From there, we could create reports that say if the comment contains "XYZ". This would allow us to create power lists to send information to the customer when the feature releases.

See my screenshot - in an active org where an updated config snapshot document is required regularly, you can build a long list of snapshots pretty quickly.  Allowing the Gainsight Admin to delete selected snapshots would be pretty handy - is it already on the roadmap anywhere?

New Config Snapshot is an amazing functionality specially Custom Rules tab it provides complete information about rule setup but is bit complicated to understand.  One suggestion that i had was if the show fields, filters and actions were reformatted to have a simpler understanding of the rule. Currently all the show fields and filters are clubbed into one sentence and it would be great to have proper punctuation in them. The other thing that i wanted to point out is the action info and action criteria column in which for a rule the action type and action criteria are shifted into a separate row. 

We've moved to Scorecard 2.0 and no longer need the data in the UsageData object. In order to get rid of that data, we have to use DataLoader and hard delete. That's do-able, but time consuming. I tried using Truncate, but it's not an option for custom objects in managed packages. I'd like a tool to remove all data from UsageData so I don't have to do that manually.

I need the ability to remove the Delete function (Trash can) from the Customers List. We don't want end users to be able delete Customer Records. I could potentially get the same result by changing object permissions, but am not sure of other consequences of that.

I'm adding fields to the Summary section of the G360. I would love to be able to customize the field name for some of our fields. For examples, for Account::Owner I'd love to be able to call it Sales Rep or Account Manager. But I don't think there's a way for me to do this without renaming the field in SFDC. Am I mistaken?

We have a need for CSMs to be able to transfer their workload temporarily to another CSM when they are going to be out for an extended period of time.  Expecting a backup CSM to check the cockpits of 75 additional customers is not feasible. 

Hey guys I have ran into the issue of CTAs scheduled through Survey not being created because of open CTAs with same type and reason. Are we looking into a way to "Include in Identifiers" in these types of CTAs like when created through Rules Engine?

Right now CTA's based off of Surveys built within the Survey tab default to "Call to Action on Survey" as the title. My team can't easily see what the CTA is about without having to click into it. Customizable titles would be extremely helpful.

Some customers have indicated a desire to have a link directly to the SFDC Account page from the CTA in Cockpit. This would eliminate the need to click to the C360 first, then use that link to jump to the the Account. Re-posting idea from a suggestion earlier this year "Link to SFDC Account page from CTA in Cockpit" (OK to merge). Hoping to get input as to whether there are any current ways to accomplish this or plans to add this functionality, as it has come up as an ongoing request.

In CoPilot, the Outreach overview section currently shows  Open Rate, Total Opens, Clicked, Bounced and Spammed.  Unique opens are only visible once we click on the specific outreach. Is it possible to change/hide Total Opens and display Unique Opens?  We don't track Total opens as a measure, so having the distinct opens displayed would be a better piece of data.                       

Hello -  I've built a custom HTML email template and when I paste the code into the co-pilot (email builder) the image source is being stripped or removed.  Has anyone else run into this issue?