Archive

In Gainsight, all the accounts come in at the same level; with no ability (currently) to view things through the lens of the Saleforce hierarchy for the accounts. This creates issues for our CS team that works with our larger, more complex accounts. For example, when they view their Health Score dashboard, they just see one long list of accounts that are all flat. The reality is that they may have a handful of actual accounts with multiple sub-categories and brands within those accounts; and ideally that would be reflected in Gainsight (health score views, cockpit/CTA views, etc.) We have developed some workarounds, including having a field with the full account hierarchy "tree" available for filtering; but I'm curious if anybody else is struggling with this and if so... any clever ideas on making this work within GS.

Loading participants into an Adv. Outreach is so involved that I think it would be helpful if we offered access to the participants area right in the outreach list view, as an additional icon: The only way to access participants right now is using the green element in the survey model. I think adding another faster access route would be helpful. 

Hi team, Currently, "Role" and "Location" appear hard coded onto Sponsor Tracking cards. If some form of location field is not present within the "Configure Card View" of the C360 section, the fourth field that is pulled into the Card view will appear as the "Location" of that contact. Is it possible to remove or modify the Role and/or Location text that appears hard coded on the Contact Card? Thanks!

I think it would be very helpful as it pertains to overhead to give the option to use report builder's "Summarize By" function in a dashboard.  Example Use Case: I have a report that I track support tickets opened/closed by each support rep. It would be helpful for me to see this information on both a macro and micro level of reporting. Currently, I'd have to build out (for example) 6 report variations to put on a dashboard to see how reps are performing weekly, monthly, and quarterly.  If we gave the option to summarize by, I'd be able to build this report out twice (opened and closed) and just adjust my filters for the data I want to see. 

Posting on behalf of a customer. I'm wondering if there is anything on the roadmap regarding enhancing the C360 in the mobile app? I've got a customer that would love the ability to see custom C360 sections in the mobile app, such as related lists and UI views?  We've got a pretty good amount of visibility now, but the customer has a few different views that we can't currently see. Thanks! -Tom

I have a customer (and Gainsight sales team) that would like to create LRM transactions from MDA data, not using SFDC objects. Has this been considered as product enhancement? Any thoughts, timeline projections, etc. much appreciated! Thanks,

It can become tricky when users want to send Outreaches twice a year and the ability to select "Yearly" as an option when setting a Recurring Schedule would be beneficial in allowing users to schedule outreaches semi-annually, bi-annually, etc. Extended scheduling options may come in handy for customers looking to set a recurring schedule that extends beyond monthly. Thanks!

We have a customer that is using a high resolution display.  When they go to the repository to view reports in says reports 1-60, but only shows 20.  If  you drop this to a lower display it works and the reports load dynamically.  

With the new release I have noticed that when I sort the cockpit by status, "In Progress" is now showing first over "Open".  This was not the case in the previous release.  Am I missing something obvious to re-order the Status list? We have many users that prefer open to be the first bucket when sorted by status.

Hi guys I was wondering is there a way to get the forum rss/feed url? Eg: forum.yourname.pt/feed Thanks in advance, Hugo

I've talked to a number of customers who would love to be able to have their NPS survey within their own product. Is this item on the roadmap?  Another common request I hear, is ability for the NPS question itself to be within the survey email body, that has been sent to the customer (so doesn't require clicking a link to be taken to the survey)

Hi All, We are thinking of building a light weight version of Gainsight widget aimed at customers who are already users of Gainsight but want to expand the usage of Gainsight across their organisation to other teams. The use cases for the widget are currently optimised for the sales teams but could potentially expand in the future.  We have shortlisted some of the existing components of Gainsight which we believe would be helpful across other teams like Summary,Scorecard,Features and some form of cross customer reporting to help sales users in their prospect targeting. a. What do you think of the above idea? b. What are the components of Gainsight you think other teams could benefit from? Also , we are looking at different approaches to distribute this light weight widget (private app,public app). Please comment below on your thoughts and we can do a deep dive on this idea. This will help us in making sure what we are planning to build would help your organisation needs. T

Hello, Would it be possible to add an option where you can select whether or not the text of the CTA name is struck out?  As you close more and more CTA's and need to look back through them for a specific CTA, it can be difficult to read. I feel as though the check mark indicating the CTA is closed is really enough differentiation and that the strike out text is not required.  Other ideas to make closed CTA's stand out more are welcome though. Thanks, Devin

When I setup a Close CTA activity, I can only pick the reason, say: "Customer Journey" or "Support Issues". Since we don't have a separate reason associated with each support related issue, the close activity might impact too many CTAs. Ideally, I'd like to setup one close CTA activity when the rule described in the "rule setup" section no longer applies. Because of the way the business rules filter is currently set up, it is nearly impossible to configure the "Close" Activity in the same business rule as the "Create CTA" activity. This results in a very long list of business rules one needs to maintain. Moreover, when the list of business rules grows too large (above 20?!) it nearly becomes impossible to quickly associate one business rule to another, if they are indeed related (for example: close and open CTA for certain criteria, or all NPS related (Detractor, Promoter...) business rules).

It can sometimes be challenging to stay up-to-date on key account information in 1:many relationships. It would be helpful if we could send through CoPilot some kind of 'survey' that shows values for certain selected SFDC fields for that account. The client could confirm accuracy or provide any needed updates in a way that can be fed back into SFDC. Thanks, Elizabeth

Request from FICO end users: They would like to see when the filter has been changed on a dashboard from the default setting so it's clearly visible without drilling into the filter. Examples of the filter icon turning green to indicate a change or reflecting what's being viewed in the title, etc.

What am I doing wrong folks? I get the attached error when attempting to make an outreach for a Survey in CoPilot. My hunch is that it relates to the info I have in our Customer Info object, but I am not sure how exactly to remedy it. Any guidance?

Currently, when you preview and outreach it pulls from a random subset of contacts from the power list attached. It would be nice if you could search the whole contact list.  This would greatly help out customers that are using multi variant emails while testing. For example, if you are using language as an identifier it is possible you won't get any contacts in the dropdown with the language you are testing for. Also, the default variant always shows in the CoPilot preview UI.

With new customers, we often see lead times of 30 days or more until clients receive onboarding and get operational. During this time, our CTAs still fire off and our CSMs spend time closing them.  It would be great to have the ability to sleep all CTA activity for a specific client account for a timeframe so that the Cockpit view doesn't become overwhelmed with CTAs that are not actionable. 

I have a customer who would like more options when syncing tasks about specifically what they want to sync. In this particular use case, the customer would like to sync tasks but not to sync over the "comments/descriptions" of the tasks. Currently, there isn't an option to pick and chose what specifically they want to sync... its all or nothing. 

Customer has created a custom field on the relationship contact object for relationship. They have set the default for the field in SFDC to "english" and if the customer adds the contact with the form set to "none" it does default to English, so its working. The customer would like the ability for the form to display that by default. 

We have CSMs in the US, UK and soon to be Australia. We want to dictate an engagement model by spend, however the revenue bands need to be a different spend amount per region (due to the ACV material amount being different in one region vs. another). The ideal solution would be to be able to add Criteria to the revenue bands. An example would be that our Community segment in the US is $0-50k USD, but $0-25k GBP in the UK. Is this possible? 

Can we add the ability to show a date format in CoPilot that looks like July 1, 2016.  As it stands now if we try to show the natural format it puts in a time stamp or looks like 1 July 2016.  

Is it good to have schedule or next run date/time showing on UI of data jobs in Mixpanel 2.0?

I discovered today while poking around the February release that if I go to the following link:  https://URLtoGainsight/apex/customersuccess360  it will take me to a screen that looks like this: This is great actually, because people are always asking me how to get to the C360 page and I have to remind them it is via the Customer tab, searching for the customer and clicking on the customer name. But even though I have configured advanced search options on the C360 page to include Account Number (and it works when I am on a populated C360 page) the advanced option does not seem to work from this screen. It would be great if we could have that function work here as well, because this could be a shortcut for our CSMs who have the account number memorized to quickly pull up an account page.