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Use case: you have a custom URL field on a Salesforce object like an NPS survey link. Instead of pasting the entire hyperlink into the body of a Copilot email, you could set the token [i]as the hyperlink for a CTA button.

With the patch release on March 23rd, custom rules that hit the maximum record limit will fail. The limit is capped at 200k records per rule run. Currently, the rule succeeds even if there are more records in the source, but it just picks up the first 200k records.  The Gainsight support team will reach out to you within the next couple of days if you have any rules that exceeded the limits in the last 30 days. Gainsight will be increasing the limit to 500k in a staggered manner in the weeks following March 23rd. In the meantime, recommended steps for the rules admin: Identify if your rules might fail in the near future - glance through the execution history to see the no. of records processed. If it is closer to 200k, and it continues to grow, then there is a good chance it will eventually hit the limit and fail. Create a bionic rule and retire the custom rule. Read more about bionic rules here. If your rule was hitting the limit, then immediately after the increase in limi

When I'm setting up a rule, I like to make sure the criteria is set and I'm getting all of the right people before I add an action. Even though, the rule won't do anything until it's flagged as active, I would rather not add the action to have it send an email or update records until I've confirmed the rule is functioning as it needs to. Sometimes, i need to see a few days of execution to confirm the logic. I can't save the rule without adding an action and really, the only action I want to take at this point is to create the list.

As we use Gainsight Connect more and more, I think it would improve the admin experience to have a global schedule as opposed to having the schedules need to be created individually.  Is this something that has been considered or is there a technical reason to have them only available to schedule individually?

I received a random rule failure email today, but I have no idea which customer it is.  Can we add ORG ID to the rule log output so I can query in Subscribers and find out who I should be helping?

Rules fail with these exceptions : Validation rule failures/field filter exceptions - Could we please add the records ids in the Excel attachments in these cases? There appears to be some Filter Validation in place preventing us from loading certain records to the Account.  I'm hoping we can narrow in on the exact filter validation that is causing the issue along with the record id's  that failed because of the validation rule [FIELD_FILTER_VALIDATION_EXCEPTION : Value does not exist or does not match filter criteria.]  Current behavior : Email attachment will only contain the failure messages but not the records ids that caused failures. It will be useful if we can display the record ids as well as this will help in cases where rule pulls more records and fails some of them.

Although I was tempted to post to customer-facing category to harvest the likes and the points, not sure of feasibility so I'll start here. We constantly trip over the use case where (most commonly) people want to grab the most recent record based on date: most recent usage record is very common, or most recent task. Are there plans to use the Max or Min agg features in rules to flag the row or rows that qualify so related sums (or the values on the single row) are avaiable to the user?  I know that it's difficult to both architect and code, but I also know it would get a lot of use. On the roadmap anywhere? Thanks!

Is it possible to update the CTA page layout to allow for editing of an individual, manual scorecard measure (like 'customer relationship')?

I wanted to share something I have built out for the HPE CAM team that is something we could possibly work into the product in the future. CAM teams purpose is mostly to manages risks to renewal on all of their customers. The way they will do this in Gainsight today is by opening Renewal Risk type CTAs within their relationship and use linked objects to link the opportunity that is at risk of not renewing for the full amount. They fill in what portion of the total opp value that is at risk and why. To take it a step further, management wants to define a larger 'risk theme' that multiple customer renewals might be a part of. An example would be the same competitor keeps taking away business because of xyz. The thought is that they can create these risk themes in Gainsight -> relate the multiple risk CTAs to the themes -> and also relate the theme to a success plan which is going to be the management teams mitigation of the risk. (These risks may take a year to solve or maybe the

Currently, if you want to edit the details of an Adv. Outreach, including changing it's status from Draft or Active to Paused or Stopped, you have to 1) click edit from the list view and then 2) click edit on the AO name. This is not intuitive. It might be better if the edit option in the list view first opened to the details page, instead of the model. 1)  2)  3)

When selecting a default report to show in a C360 page it will only show until you select another report. After that, the new report is what will show next time you visit. Are there any plans to have the page default back to the selected default report every time?

While troubleshooting an issue someone  was having with outreaches stuck in queue, I noticed that the outreach queue # only seems to represent the outreaches loaded on the page. For example, if the page shows there are 10 outreaches in queue, it is only showing the 10 in queue that it finds from the outreaches you can see on the page. Now say you search for a keyword, there may be 15 on the page that are still in queue and that will be reflected in the outreach queue in the top left that you can hover over. As I understand it, this is expected behavior but I think the main page with no search filters applied should show the true number of outreaches in queue and not just the ones that load up on the page.

What we are trying to do is move all the custom reasons made at the global level for a specific relationship to the relationship level on the backend and allow them to use the global types, they were implemented prior to the federated administration. Making it a seamless transition for all the end users. However, when we move the reason on the backend they do not show up when creating a manual CTA.  Current Functionality and expected behavior. When creating a CTA Reason at the Relationship level it only is shown if you have a Relationship Level CTA Type and that is the Type selected when making the CTA for a relationship. I understand the thought process behind this. However, this forces a client to remake all the CTA Types, to include Risk, at the relationship level. This customer uses all of their default CTA types. To recreate this will be too big of an effort. Working on it with the intended design forces a lot of duplication of effort. This means every time a new relation

During Pulse 2017 the Gainsight Client Outcomes Team organized a Circles of Success & Birds of a Feather Program, featuring group discussions for Gainsight customers focused on key topics and challenges. We had such engagement from our customers we wanted to keep the conversation going on Community. One of the topics we discussed was 1:many Customer Success. Here are a few of the questions that we discussed: How are you structuring your proactive touch points? What challenges have you seen in this structure? How do you scale client growth with limited CS resources using best practice techniques and technology? What is a good cadence when reaching out to customers who are low touch? How do you collaborate with internal teams such as Marketing, Technical Comms, etc. What goals do you have for your team? How do you measure the impact of your 1:many program? How do you integrate training into a 1:many strategy (what should

As an enhancement request, I'd like to be able to add an attachment to a playbook email. For example, we have an onboarding playbook where the first step is to send a welcome email. So if there was a way to add an attachment to that welcome email that would be ideal.

I noticed that I'm not able to edit or delete a Timeline activity created from the CTA in the regular C360 Timeline area - is that by design?   I was a little confused until I finally went back to Cockpit and found the edit and delete buttons on the Activity within the CTA.  I was hoping to make the edit from the C360 Timeline.   If this is by design, can we at least add a link on CTA generated Activities in C360 Timeline that takes me right back to the CTA to make the edit there so I don't have to hunt it down.  Thanks! P.S.  I'm really having fun demo'ing Timeline to customers! 🙂

Customer has the following C360 sections: Cockpit (Standard Section) CTA (Report built off CTA object) CTA File Attachment (Report built off CTA file attachments).  Now, All these of these have a button that says "+Add" which the customer wants. If you are in the standard "cockpit" section, it opens up the GS UI which is where they want to keep the CSM's working. The issue? If you click the "+add" button on any of the reports, it doesn't route you to a GS UI, but rather directly into the SFDC UI for the user to manually create the record.  We've talked with the customer about removing permissions (which appears to be the only way to remove the buttons functionality), but that would remove their ability to then add a CTA at all (including the standard cockpit section).  Ping me if you need more clarification here, I'd be happy to show you. 

Team, As it stands today, we see rendering issues across multiple pages/tabs when viewing the browser window outside of 100% (whether higher or lower). I wanted to open up a formal enhancement request to allow for the application to fit to the screen when outside of 100% zoom. Thanks, Josh

As we start to leverage customer C360 layouts, we have noticed that we tend to have some sections that are similar across multiple or all of the custom layouts. As a result, it would be helpful to be able to have a way to set "standard" option that would then apply to the selected customer C360 layouts. This would be a HUGE time save for us as we currently have to update each layout manually when a section is updated and needs to be applied to multiple layouts. 

Seth informed me that when you stop an advanced outreach, all participants will be moved to a completed stage. I understand this and have no problems with it however, I think it should be shown in the pop up after selecting you want to stop the outreach. Being in support I can see a few people not reading the documentation and stopping an outreach and not knowing they can't start it back up.

I'd like to be able to click directly from a report containing relationship information to that relationship, similar to how I can click to an account name directly.  

Team, As it stands today, when a customer has custom search settings enabled (for Account Number, etc.) this is only honored when searching from the Customer Search bar. It would be nice if the customer search settings were honored in all searchable areas of the product, or at least from the home C360 page. Please let me know if I can elaborate with examples of this. Thanks, Josh

I love the new C360 layouts and we have built one out for our Gainsight Support Team. The issue that I have, however, is that we have built out MANY scorecards in our Gainsight instance and the only thing that I want my support reps to see are scores associated with "support" metrics.  My request is to be able to pick and chose which scorecard metrics display on individual C360 layouts. For example, just bring in the "support" group for the support team. 

It would be nice to be able to remove the opt out link that is added to Surveys sent out by Gainsight. The use case is that the customer already has an opt out link that is included in the body of their email being sent to users.  Gainsight goes thru and adds an additional link at the bottom of the email.  

I think it's helpful that when the emails are disabled, they're gray, and when they're enabled they're blue in each of the Adv. Outreach survey models.  But I think it would also be helpful to indicate which enabled emails in the model are configured, and which aren't. Perhaps the ones that are enabled but not configured could should up as a paler shade of blue.  And maybe the green participants element should be gray until it's actually configured? This page really needs some on-screen directions. Can we possibly add a link to a Gainsight Go resource?