Archive

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

Currently the way the workflow for the S3 connector is setup is that all files once processed will be moved to the archived folder and if any system errors are present those are loaded into the error folder.  Has there been any consideration to loading only successful uploads to the archived folder? 

In the new Gainsight Connect feature, the Company object (over in MDA) brings together Customer Info and Account. One of the default mappings is for "CSM," which itself is a lookup over to the User object. All well and good. Except the assumption was made in the default mapping that the CSM is the owner of the Account in Salesforce. That doesn't match our reality in most cases. Seems like that should either use the CSM field mapping on the Customers screen, or at least let us specify what user lookup field to use.

Can there be a CTA called Notes? I create a CTA / Event or Opportunity to keep all of my notes when working with a customer. I do this so that anyone that looks at the account can read those notes in SFDC & Gainsight. The task date is set for like a year away. The Note won't be closed out unless the customer leaves.

Since we switched to a new documentation platform, all of the old article URLs have changed. If you click an old URL (from emails, bookmarks, Community, or Google), you will be directed to the new site's home page.  To view the new article, please check the old URL and see if the article title is included, and then paste it into the search bar on the new site: Occasionally, you may encounter an old article URL that does not contain the article title. In that case, please enter relevant keywords into the search bar. (searching for article #s won't yield results) If you find links within the new articles that aren't working, or believe the article content needs updating, please email docs@gainsight.com We appreciate your patience during this transition! 

While configuring rules which has many show fields say 50 and when go to action setup, even though source & target header names are same they are no auto mapped so we need to manually map all the fields. Can we have an auto map functionality when there are same header fields in source & target

When displaying usage reports on CS360/R360, I have it set to display by Week Label summarized by Month.  However, if I'm only displaying for a short period of time, i.e. last 90 days or Current FQ, the graph looks like this:   It would be incredibly helpful to have this dynamically adapt to the time period in the filter.  So in the case above which is filtering on Current FY, it would only show data since January 2017 and eliminate all the empty months leading up to it. If there is already a way to do this, I would love to know.  Thanks!

Make the Attributes for the Assign Criteria for Layouts variable.  In the example below, I want to assign a layout for an entire account without restricting by a user attribute, but then I want to open it up for another account strictly limited to my user account only for testing.   This forces me to set a user attribute for all lines.

Currently we can search for reports where we give filter for source object. But if i want to know whether these set of reports are used in c360/dashboards i need to click each result and check it. Can we have multiple filter criteria and search it

I would like to be able to add live links to certain steps in Playbooks. This would allow our team to access the necessary power point or document if the step includes a meeting or call.

I have a customer that is requesting the ability to be able to apply a custom color in reports for the CTA field "Reason". Reason and Status are picklist lookup fields and it appears there is a limitation for setting custom colors against these type of fields. 

Allow the ability to customize the display order/default for reports on the R360 or CS360 (didn't a Default used to be possible on CS360 related lists?

Allow user to jump from Cockpit to the SFDC Account page for the customer associated with a CTA.An ability to get directly to Account page with one click, much like you can in C360, will help streamline workflow for Cockpit users.  Submitting on behalf of Sherry Fields at Adaptive Insights. Also mentioned recently by other customers.  

I am posting on behalf of customer: It would be nice to have the C360 UI update accordingly to Section Name. Sponsor Tracking for Example. See Image.

Currently we have a doc where a certain layout can be assigned depending on the account attribute and user. The Doc: https://support.gainsight.com/Product_Documentation/Customers_and_Relationships/Admin_Configuration/... It would be cool to have the same concept apply to R360 Layouts for a particular relationship type. For example, I have a relationship type called product, a relationship on that type can be in two stages, Onboarding and Implemented. I want to see relevant layouts per given stage the relationship is in. Sure, you can create relationship types, but its not scalable if user has to create new relationship rules to use the new types for a different product, just to get a different layout.

Currently, when you send an anonymous survey with account tracking you need to have a special token in the email template that looks like this: However, it is possible to send an anonymous survey without having this token. The screenshot above is from one of the templates that comes with the Gainsight package. My request is when selecting an anonymous survey a popup comes up that either explains what needs to be done or a link to an article with more information. 

One of the customer reported this odd behaviour. The screen overlaps in the dashboard builder, when the zoom is adjusted to 80% (zoom in or  zoom out) screenshot 1: screenshot 2: screenshot 3: screenshot 4:

The recent addition of organizing reports is a great start; however, rules still potentially suffer from visual pollution (especially as one gets to dozens or hundreds of rules).  While the filtering capability is good, the ability to organize in a taxonomy similar to reports would be welcome (or tags or some other methods).  Right now most folks just use sloppy namespacing.

Now that Scorecard 2.0 is housed on the MDA, it's no longer possible for a customer to add scorecard fact to the Cockpit list view. Is there any plan to add this functionality in the future? Alternately, is there a way to load the scorecard 2.0 snapshot - with color and trend line - into the scorecard fact, as was previously possible with scorecard 1.0? Thanks!

This is a specific pain we have for CTA's relating to upcoming renewals.  Inherently, the renewal cycle is 90+ days long, so there are tasks associated with the CTA across that 90+ day period.  My Renewals reps are getting lost in a list of CTA's.  It would be great if we could have a view where we could see tasks that are coming up in a given period of time, specific to a user (like a cockpit view of tasks).    

We have a need to use "if this, then that" logic within the contact filtering of a CoPilot powerlist. Here is the situation: We have two different "Roles with Company" that designate the contacts on an account that need to be informed of key information: Primary Technical and Decision Maker. A contact can only have one role at a time, but there can be multiple contacts with the same role on an account. We are working toward our SOC2 certification and have some notices that need to be delivered in a certain timeframe to certain customer. All of our accounts (should) have either a primary technical contact or a decision maker, but not necessarily both. For some notices, we would like to be able to say the following: "If there is at least one primary technical, then send the notice to those contacts and DO NOT send a notice to the decision maker roles. If there is not at least one primary technical, then send the notice to the contacts with the decision maker role" Our predicament now

Hi all! 😎 As the title already suggests, I would really like to be able to simply copy Email Addresses from the user overview page. For my work, I often have to copy paste the Email Address of a user in order to find more information in other systems. Unfortunately, I am unable to simply copy the Email Address from the user overview (using Firefox on Windows): - The Email Address cannot be selected, the field responds in a way that makes this virtually impossible (see video). - Right-clicking the Email Address does not give me the option to copy (see video) - Clicking on the Email Address itself will open my Outlook, I surely do not intend to send customers Emails from my Outlook. :) The only way for me is to manually write out the Email Address, e.g. into the search bar of my browser, then copy it from there. @Mathis actually showed a way how you can make it clickable (by selecting and then clicking somewhere else), however this does not seem to work on Windows or on Firefox.

As we expand our use case for Sales and leveraging the widget on the Account/Opportunity, I was wondering if we planned to expose the notification icon to the widget. The use case is that sales users may not have access to the full platform meaning they don't have access to the notification icon.  An admin can globally subscribe them, but there is no customization available easily on a per user basis.  The only way I can think of to do this in bulk is to use a data loader to mass insert Notification Preference and Notification Subscription records.  

In the report builder, I'm struggling to get results when I create multiple filters for the same field using "AND."  I'm looking at Segment data this way:  SHOW ME: Count of event  BY: Date (monthly) and Client Name  When I add a single filter for "Event equals task-completed," I get results, and when I add a single filter for "Event equals launched-initiative," I get results. But when I add filters for "Event equals task-completed" AND "Event equals launched-initiative" I am getting no results.  Does anyone have tips for using AND filters for the same field? 

When configuring when email notifications should be sent to users, currently there is the options to send a notification when "A CTA is assigned to me"  Janet from HPE has noted that this option doesn't make sense in scenarios where CSMs manually create CTAs and assign to themselves - in which case they wouldn't need / want an email notifications.  Accordingly, the request is to have an option to send notifications when "A CTA is assigned to me by someone else or automatically" - basically this would only send notifications when a CTA was assigned to a CSM by someone else (or automatically)