Archive

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

Posting on Behalf of a customer: It would be nice to edit the color scheme of the reports within Survey Analytics Section. Currently it defaults to a few colors, taking the first graph as an example. Want to be able to set these to one color, which helps determine they are related data point

I think it would be nice to allow a toggle where all fields on the Attributes section are now "Editable", rather than going line by line.  Becomes tedious after a few clicks selecting each individual field and then clicked "Editable" in the pop up box.

I have been asked to create an automated email for our sales reps as a notification when our highest priority support cases are opened.  I know you can link Cases to a CTA, but this is not an option for a couple reasons.  What I'm trying to accomplish is to have a link within the email that would allow the recipient to click on the account name or case # and be taken to that page within Salesforce. I have tokenized some of the fields with case data as an FYI but my VP is adamant that they be clickable links (as if the sales reps can't master Copy/ Paste) We have several other internal outreaches that would similiarly benefit from the ability to link to the corresponding Salesforce page. Am I missing something or is this not possible at this time?

When I am on a call with a customer, I often come out with actions items.  It would be awesome to be able to create/ generate CTA's from within the timeline so that I can do it as I'm writing my notes vs. having to do a separate action on a separate page.  

Currently, when you want to add a field to the "detail view" configuration screen of call to action there is not a drop down that is displayed to the user. The request from the customer is that we have a drop down display so they can choose from a list of options.  Also, we did determine a workaround that is pretty non-intuitive. If you click into the field and add an "a" the menu does come up to select the proper field. If you then backspace and remove the "a" you are presented with a full dropdown list of all the fields available. Can we make it this way when simply clicking into the box (without having to type a letter and delete it)?  

Hi - We are putting together a monthly utilization report for our clients. We have multiple products that clients could be using and we want to include the relevant report based on the products listed in their SFDC record. I tried including the varied reports in a single email, but the report shows a flat line if the account doesn't have that product. I also looked at the segmentation functionality. Unfortunately, that would only work well if the clients have one product or another. However, there are many different combinations and even if I could build out the number of 'variant' templates to meet our needs, I'm not sure how we could get the criteria to match exactly. What we really need is for the segmentation to behave more like tokens. Include this segment when this condition is met and so forth. Is that something that's a possibility? If not, is there a way to make the report visible only if a condition in an SFDC field is met?

Hi All, I'm building few Surveys with Gainsight and have observed that when the user launches the survey - there is a Powered by Gainsight branding at the Bottom of the survey page. Can this be changed? Has anyone does this before. If this can be changed, how can I do the same? Input to this will be really helpful Thanks! ~Lokesh

Customer would like the ability to sync the associated contact to the "name" field on their task records. 

Maybe I'm alone in this (I can accept that! 😉... but I'd prefer the customer search box that is now standard on all the pages (thanks for that!) to [i]not open a new window when I'm on the c360 page. If I want a new window/tab I'm perfectly capable of using the existing browser controls to make that happen. 99% of the time what I want is to move to that new client. So I search, click, and then close the original tab. If people think browser controls aren't well understood or sufficient, how about either a) a little "new window" icon that people can click as an option or a user preference.

Would be great if when I create a report and use the column calculation feature to show the sum totals for that column that if I filter quickly by typing into the top cell of that column that the totals would recalculate to show the totals of that quick filtered data. 

Its my understanding that we cannot add a date filter to a dataspace. I have a customer who would like to do this.  g 

We have a unique scenario where our individual lines of data can apply to multiple customers as our customers have relationships with each other. This has caused some issue in various aspects. Here are some examples: We need to have different C360 sections to account for pointing to the two different ID columns.  Rules need to be written twice to pull from both account fields making management of the rules more difficult.  We have partners that are listed on the customer's Account Page but are unable to establish a 'look-up' on the company object without Gainsight being confused as to which ID to pull from (click on the customer's name will pull up the partner's page instead).  Is this something that is unique to our org or do other users struggle with this as well? 

We have a unique scenario where our individual lines of data can apply to multiple customers as our customers have relationships with each other. This has caused some issue in various aspects. Here are some examples: We need to have different C360 sections to account for pointing to the two different ID columns.  Rules need to be written twice to pull from both account fields making management of the rules more difficult.  We have partners that are listed on the customer's Account Page but are unable to establish a 'look-up' on the company object without Gainsight being confused as to which ID to pull from (click on the customer's name will pull up the partner's page instead).  Is this something that is unique to our org or do other users struggle with this as well? 

Issue: Customer is typing in a sub question for a matrix style question in survey builder. The customer submitted text that was longer than the field would allow. There was no notification message that came up or anything when the user pushed saved. The user then navigated away from this page thinking the question saved and a user pointed out the question was actually truncated on the survey they received.  My Ask: If we are going to truncate these, can we at least provide a pop up to the user that alerts them that the question wasn't saved as they put it into the box. 

Similar to our "How to Build a Survey" path, we've organized our CoPilot articles into a step-by-step guide for new users to create and execute CoPilot Outreaches. Like our other paths, while it's possible to tackle the sub-tasks of this in a different order, we're presenting the articles in a recommended sequence. This link will direct you to the embedded path: https://support.gainsight.com/Product_Documentation/CoPilot_and_Automated_Email/Admin_Configuration/How_to_Send_a_CoPilot_Email_(Path)  We'd love to hear any feedback regarding this type of documentation as we continue to build new paths.

When I create a follow up powerlist from a CoPilot the follow up list pulls from a completely separate object than what my original powerlist was created from. The reason why I create a powerlist on different objects is to use TAGs to send the emails from those employees and in the signature line. Because the follow up powerlist is on a totally different object I no longer have access to sending a similar template from the same employee to the customer. I am only able to send from the customer or account itself which makes not sense. Doesn't make sense as a customer to get an email from myself to take a survey for a company. 

I have been working with the new Copilot Outreach Follow Up feature, but noticing an limitation. It appears this follow up is built off of email logs and when building off email logs we can't use the same tokens in the templates the the original outreach. Is there another way to do this?

Just as with a regular CTA, I would like to have the ability to close CTAs and link objects to a bionic, rule generated CTA.  I see that these areas show in the bionic CTA, but I understand that this would be a feature request.  As 95% of my CTAs are now bionic, when will we have the same features available in regular CTAs?  Will this be a part of the spring release?

I have a client who is going out for a temporary leave and was wanting to quickly change the email that comes upon a rule failure. Currently the only two options appear to be a) manually update each rule with this persons email (and then switch it back upon arrival) or b) setup an email rule which forwards those emails over to another user. This customer has hundred of rules so this isn't a quick task.  The Ask: A Centralized "notification" option for rules engine in which a user can setup things like global email addresses for notifications across all rules, or even a group of rules.

When we create a Scorecard on Scorecard V2.0, a MDA object gets created automatically with the name <scorecard_name> Scorecard Fact. Currently, in this version, we cannot create powerlists + Rules on these MDA objects and it is a limitation. These MDA objects are NOT visible in the drop down while selecting the objects in the powerlist screen or rules.  Currently native 1.0 can access the scores, but not 2.0. There is alot of use cases cannot be used in 2.0 due to this limitation. Such as Sending CoPilot and CTAs based on Score Measure.