Archive

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'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

Can we update the text in the hover to enable Scorecard History Tracking to clarify that it will consume a lot of SFDC Storage space and can we write an article on GS Go which specifically addresses this feature and identifies what it does and does not do? Several customers have wracked up huge SFDC storage fees due to activating this feature without understanding the impact and we don't have a document to clarify. https://community.gainsight.com/gainsight/topics/scorecard-history-tracking-using-tons-of-sfdc-stora...

When sending campaigns from CoPilot, some outreaches may create a lot of traffic for our CSM team - it would be great to automatically "batch" the emails to go out in small chunks over a period of time. The last thing we want is for customers to feel engaged from an outreach then not get a response if they have a follow up question. I know it's possible to split up the powerlist with arbitrary criteria, but that's not an ideal solution ...  To illustrate this more clearly with an specific example of an upcoming campaign, we are targeting more than 5,000 individuals - I would like to send 1250 emails at a time over two days (e.g., 1250 at 10 am, 1250 at 2 pm, and repeat on subsequent days until all customers contacted). 

My team, who deals in high volume account management, requested the following:  I think it would be beneficial to add in a count next to "TIMELINE" view showing how many entries have been made.  I find myself not utilizing the timeline view as much as the detail view since my notes would be in separate places and I would have to check both tabs each time I access an account which isn't tough, but it does take extra time when you're looking at 200 accounts.   Basically if there were a parenthesis with the number of activities logged in there, this would give me a hint that I should check their timeline view out since there's notes in there.  

I am currently trying to build a relationship level success snapshot with a report on a data space. It looks like this isn't possible - only at the customer level. The base object is GS Relationship and I was curious if the snapshots worked the same way as R360 does where if you link the base object to the relationship, the reports from that data space will show up as options to add to the 360.  Are there plans to enhance this?

I'm setting up Scorecards 2.0 for a customer and was testing out some of the reporting functionality.  When using the Company object I am unable to summarize the Date field in the By section of the report.  Is this expected behavior?  If so, I'd love to know if it's planned for a future release as not being able to summarize date fields makes certain reports not possible.

I have an interesting idea that was purposed to me by a customer that I thought I'd get some thoughts on. The basic idea is a 1:Many email for an account via Copilot, where we just send one email and have several contacts within the same thread. The use case behind this, is that if we send the same email to multiple contacts within the same account, you end up with several threads and limited collaboration between CSM and the multiple points of contact.  This can leave an opening for miscommunication or having a CSM telling multiple people the same thing, when it could have just been communicate once through a thread.

I have a customer who is a bit confused by this warning message. He is working in the mass edit tool and the result set has returned more than 2,000 records. He is very familiar with this warning coming from report builder and understands that we likely are using the same warning message for each, however, there isn't a way to export directly from Mass Edit tool. Customer is requesting that we either A- Give the ability to export via mass edit tool B- Change the error message to be more specific about what to do. 

It would be great to see an enhanced subscription model around rule results and failures. Its common for the services team to enter their own email address for notifications to monitor rules for a couple weeks in a project. Then if they need to remove they have to individually remove their email from EVERY rule that it was entered on. If they forget any rules - they could start receiving failures months/years in the future with only a URL to identify the org or customer (takes time to investigate), and often by that time we may not have access to that org anymore - so have to engage the admin (who then has to update rule by rule). Same goes for a customer who changes their Admin or has multiple admin. It would be really cool to see a subscription model where I could "opt in" or "opt out" for specific types of rule notifications. Could do it by notification type, etc. I'm not sure we have an Admin that would opt out of failures - so

I am logging this as a question, but I think it may be a feature enhancement. I will change if confirmed.  "We run multiple campaigns for different products. We would like the ability for our correspondents to unsubscribe by providing multiple choice questions so they can pick the type of emails that interest them and those who don't. Right now, it's all or nothing."

(1) Is there a way to remove the super large Gainsight logo when you email dashboards from Gainsight to SFDC users?  (2) Also can you change the from email exchange?  I don't see anything in our documentation on these topics.  Thanks.

We collect support usage data on a relationship level. Currently, how healthy is a good amount of support tickets filed by the customer is purely a guesstimate. It would be great if we can understand thresholds for red, green or yellow by reviewing the bell curve for overall the customer pool. 

Mixpanel 2.0 - No option to REFRESH the page directly on LOGS. If we reload the page, it will take to DATA JOBS page not LOGS page. So, requesting for an enhancement to have REFRESH button on LOGS page. 

Mixpanel 2.0 - Currently, there is no BACK button to come out of data job UI page. Once we complete creating a data job or update the existing job, no option to just come out of that page. We will have to click on other tabs to come out of current page.