Archive

This request came from users at HPE ADM:  They would like to be able to create recurring CTAs, but since their CTAs are currently at the Relationship level, this option doesn't seem to be available.  Is this planned any time soon?  Thanks,  Nadav

Ability to apply Upper case / Lower case in Gainsight Connect and Rules Engine while importing the data from Salesforce. Use case - Mixpanel data coming as either lower case or upper case or comb of upper/lower case. Irrespective of case, it should match with salesforce data which is comb of upper/lower case.  Ex -  Mixpanel data produo Produo ProDuo Saleforce Produo Using mixpanel 2.0 connector, we can apply lower case/upper case. To be able to match with salesforce data, we have to apply same case conversion. But due to the lack of direct option in Gainsight connect or rule engine, we had to request for a formula field to be added to the Salesforce object, which is very expensive.

Posting on behalf of a customer. Currently with Gainsight Call to Action Configuration, users can set up which level chatter posts will post on. It can be Account, Call To Action, or Customer.  However currently chatter posts in Success Plans seems to default to CTA Group. It would be nice to have the same feature above to get visibly on Account Chatter. This would include Relationship Success Plans and 360.

In data ingestion, using COM or GS Connect or S3, whenever we ingest data to a percentage field(without percentage symbol), it is multiplied by 100 and displayed with % symbol. Consider ingesting value 0.25, it is displayed as 25%. We are not supporting this behavior using rules, if I'm loading 0.25 from source to target - it is getting displayed as 0.25%. It should be consistent across Rules Engine and data ingestion tools.

When a Powerlist refresh fails all Outreaches that leverage that Powerlist should not send.   We had a dozen Powerlists failing for a week or more (which we weren't aware of) yet the Outreach kept running on the same list from the last successful refresh of the Powerlist. 

We are looking to update our Scorecard. The end goal is to both have scores that are accurate to our customer's health and categories our CSMs can take action on toward improvement. This allows us to build a "circle of change" where we see an area for improvement, take an action, and see a positive change in that area. One thing that would go a long way with this is to include CoPilot analytic data in the scorecard. My issue is that I cannot seem to figure out how to do that. Any guidance on how to setup the rule to make that possible?

After I add a measure in the Scorecard 2.0 Admin UI, it takes me back to the Scorecard page instead of the Measure page so I have to click back to the Measure Page each time. If I'm adding a bunch of measures at once this can get tedious.

I am posting on behalf of a customer: I noticed that given a complete failure of an S3 file upload, it gets transferred to the "Archive" folder in the bucket. I can see how that can be misleading if we were to believe successful loads only make it to Archive. It would be a good idea to move it to Error instead and give indication in the Execution History that file failed due to header issues or etc.

I believe that typing in and selecting a Relationship in the Create CTA function in the Cockpit would be better if changed to a drop-down list after the CSM has type the customer name in, just like reason, type, and priority.  Then, it should only show the Relationship options for that particular customer.  

Looking to refresh your Survey program, or update your customer health scoring model? How about gaining efficiencies in your automated email or tech touch program? We've organized the latest enhancements to help those of you who might want to catch-up, one program at a time. Check out these new "catch-up" articles: Survey Enhancements CoPilot Automated Email Enhancements Cockpit UI & CTA/Task Configuration Enhancements Customer Health Scorecards Enhancements Rules Engine Enhancements Report Building & Dashboards Enhancements Customer & Relationship 360 EnhancementsLet us know if these are helpful, and/or if there are other topics you'd like to see organized this way!

I am trying to set up our first round of automated emails in Gainsight which will roll out to our T4 tech touch customers. It seems that if I use CoPilot to set these up, I can not set up a schedule for these emails based on an event change in Salesforce. I need to set up automated welcome emails based on 3 days after a deal closing in salesforce. It appears this would need to be done in the rules engine but based on an article I read, it doesn't appear that this would be a reason for using rules engine to set these types of emails up. Am I right in thinking I should set this up in Rules Engine, or am I overlooking being able to set this up in CoPilot?

I'm a fan of the steps Gainsight is taking to update the usability of CoPilot to save time when scheduling multiple sends for a global audience. However, I currently can't take advantage of the multi-variant format. For my usecase, I schedule monthly product updates to our global audience, in five different languages. We don't designate sending Spanish emails just to Spain, for example. I base my sends off two factors: 1) Region 2) Language on the Contact level If I can't filter for these two things, then I'm unable to utilize the new format.   If you have any work-around suggestions, I'd happily hear them.  Thanks, Cail

I am working with a customer who has an account hierarchy and their CSM have noted that this checkbox doesn't stick and also isn't available to turn on by default. This leads to most of the CS360 sections showing "no data" and causing a bit of confusion for CSM's who might not understand the account hierarchy structure. 

I need to use a table or columns in a CoPilot template and can't find a workaround. I have thought of placing an image of the table, but I need individual cells hyperlinked versus the whole image/table. Any ideas?

In rules listing page we only schedules of custom & bionic rules but no of rules which are part of rule chain. So in order to know their schedule we need to go to rule chain page and then find out their schedules

Currently when an admin configures a dashboard to be sent via email, they are required to input a subject and something in the body of the email. I think it would be helpful if the subject had a default = name of the dashboard. And the body should be optional, since the point is to send the dashboard as an attachment on a schedule, and there may not be anything relevant to say in the body.  Also, I think we're going to hear that users want to be able to view their dashboard email schedule in one place, rather than having to click in to each layout to see if it's scheduled. 

When sorting on columns on a Dashboard it would be nice to sort the entire set of data instead of being able to sort page to page.  We would like to see the data align as per the sorting order of the particular column.  When a column is sorted, the sorting should be applied throughout all the pages instead of page to page.

It would be a really great feature enhancement to our notification system to allow for custom email templates. Has there been any thoughts to adding this as an additional configuration option in the notifications page under Administration? A spot where the Gainsight admin can select which template is to be used? 

The ability to import a list is really helpful. It would be great if we could combine the two features. For example, when I upload a list from another source to be able to pull out or exclude contacts who are in a certain role or region. We don't always capture/track that information in external systems so it would really streamline our process.

When I pull up a report from the repository in Reports 2.0, it automatically tries to run the report and pull data.  Sometimes these reports are utilized primarily on the C360 page where the expectation is that it would typically only run for a single customer - but in R2.0 the criteria opens it up for a much broader search.  This can mean a lengthy delay in the time it takes to run ["Please wait while we crunch your data"] when all I may want to do is tweak the filter or other criteria. Basically what I'm trying to say is I don't want the reports to immediately run automatically when I pull them up because I may just want to make a change to the criteria.  Give me the option of disabling auto-run and manually trigger a run once I have had a chance to tweak the criteria.

I need the ability to show the same field twice in the show me section of a report with different aggregation functions associated with it.  I'd like to retrieve both the MAX and MIN values of the field in a single report row but I can only select the column once in SHOW ME list of fields.

Currently when we send a Copilot outreach we get some failed contacts and some successful contacts from the live run. It would be nice to be able to validate emails before the live outreach via csv upload or even better to validate from the powerlist/outreach on a "Test" run. It is completely unmanageable to validate individual emails and update them one by one. So also having a way to mass update might be a good idea?

I have a report that is setup to do grouping by date and aggregate to week. Shouldn't the date that it is showing in the grouping be either the first day or last day of their 'week' from their usage configuration? You can see here the report is showing Monday as the day when I am expecting either Sunday(beginning of week from their usage configuration) or Saturday(last day in the week). I could not find the logic being this in the support documentation for this feature: https://support.gainsight.com/Product_Documentation/Reports_and_Dashboards/Admin_Configuration/Repor... Thanks!

Currently it is possible to configure fields on the r360 view to be editable. It would be helpful to extend this functionality for fields on the Card View for Relationships.

Hi All, You collect a lot of information about your customers and track the health as part of C360/R360. There are various touch points which you have with our customers on a day to day basis where you paint a portrait of how a customer is doing. How can you share relevant,useful information with your customers? Idea -  We have divided this into two use cases - Use Case #1 As a Gainsight customer, I want more insight into how my team is using Gainsight As part of the MVP , we have taken an approach where we(Gainsight) will first build our own customer application and share with you. This is a work in progress and we will have an update regarding when it will be available to customers. But looking ahead , we want to help our customers manage their customers similarly with a customer facing portal which is the second use case Use Case #2 I want to enable my customers in directly seeing some of what I maintain about them in Gainsight Gainsight Customer Portal is a cus