Archive

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? Thanks!

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.

Posting for customer: For orgs using the "Distribute" section in Surveys there is a Mail Icon that can be clicked under the Actions Column. One way to get this function is by clicking on "Not Responded" under the Contacted Box. It would be a good idea to be able to control access to that Icon or Customize it, like a global generic one. Use Case: - For an org that does bonuses based on NPS statics, it can be a potential problem, where a user can take the survey meant for a contact. When you click the mail icon it shows a survey link. Restricting access to this icon and have the user use the "Resend Email" would fix this issue. - Customization with the template when clicking the icon comes in handy when you want to make sure the email is company watermarked at least (helps with reputation). Currently it just shows a greeting and survey link.

It would be nice to build Vault assets based off the MDA. Right now, all the usage reports in there are built off the Usage Data object in SFDC, which is not very useful for our many customers who load their usage data to the MDA. These assets then become useless when the customer downloads them because they can't map the objects or fields and then have to wipe out everything that's there anyway due to changing the source object.  Would it be possible to build some of these usage-based rules and reports on the MDA and then allow the user to map to the appropriate object and fields before downloading? Thanks!

When creating a survey question would be good to be able to insert a line break in the question. Example is create the question then insert line break and add the ranking scale

(warning: I'm venting) We really need some improvements and better organization around email templates, especially due to the fact that you can't use Relationship email templates for Account outreaches and vice versa, and there's no way to tell what type of email template is which.  I just created a new Co-Pilot outreach.  To save time (ha!) I cloned an existing email template (because if you copy and paste text from one email template to another, you lose all the formatting). What I didn't notice is that the email template I copied is a Relationship email template, so after getting my PowerList all set up, and my email template set up, when I go to create the Outreach, my email template is nowhere to be found, because my Outreach is an Account Outreach. So now back to square one to re-create my email template from scratch.  THERE IS NO REASON AN EMAIL TEMPLATE NEEDS TO BE LIMITED TO RELATIONSHIPS OR ACCOUNTS!! I see there's a handy-dandy filter option on the e

I've got a general question around using formula fields in Copilot email templates. So when we use a field in an email template we have the option to set it to show commas and/or decimals within the field.  From this option, we can decide whether or not of include these notations and even show how many decimal places we would like to be represented if we so choose. Now this feature only truly works if we are using a number-type field, as it's been explained to me by the L2 team (and that makes complete sense to me). My question is, can we allow this feature to be applied to a formula field as well?  I know we often come across hiccups when we use formula fields, so I'm wondering if we know of any future plans to allow the commas to be displayed for formula fields? Thanks