Archive

I have a couple customers who are running rules in environments that have quite a bit of workflows running in the background. We are running into a specific error along the lines of "Unable to Gain Exclusive Access To This Record". It appears this comes from a workflow having "checked out" the record we are trying to update simultaneously.  Would there be any possibility of re-running the batch in the event that this error occurs?

It seems that Regular Custom Rules allow the use of Data Spaces, but not for Relationship Rules, it is not a selectable option even if the object is linked in Relationship Configuration. What Regular Rules Get: What Relationship Rules Get: A use case would be the Call to Action Object which has a lookup to Relationship. I was working with a customer to control CTAs being fired and they need to pull a detail from Relationship Detail to filter by. The workaround seems to be creation of SFDC Cross-object formula, which for some organization needs approval to make.

SUMMARY On February 28th, 2017, one of our key services providers, AWS, experienced a major service interruption. During the service interruption, Gainsight placed application queues in paused mode in order to try and minimize the impact.  IMPACT  Application queues were paused between the hours of 12:30pm and 7:00pm CST. Once the queues were un-blocked, processing resumed, however processing times were delayed. In some instances, executions were not resumed resulting in a failed execution. IMPACTED AREAS Connectors: Segment, Google Analytics, Zendesk, Mixpanel, S3 Data Load API Rules Engine Copilot: Outreaches and Powerlists FOR MORE INFORMATION If you're unsure of how to identify failures and/or if you have additional questions, please open a ticket with us by sending a note to support@gainsight.com.

Previously, CoPilot emails had the manage preferences bit at the bottom. I just sent a test email while editing the template and it has it at the top. How can I get it back to the bottom? Thanks!

Hi team, Wanting to get a discussion going around the ability to associate Data Spaces for Surveys within the Survey module. I know Data Spaces are becoming more and more flexible within the product but wanted to open a discussion on any plans to associate Data Spaces as the associated object within Surveys as pictured below: Thanks!

Love the idea of Text Analytics but would like to see it for all survey free text fields and not just the NPS comments. 

Currently, when you choose "Advanced filters" in cockpit, you're only able to filter by Account and CTA fields. For Relationship-focused use cases, it would be very useful to have fields from the Relationship object available for advanced filtering.  This was a request by a user at HPE ADM. 

When the Mass Edit tool is used to update the CTA assignee, and update Tasks is selected, completed tasks are also getting updated. The completed tasks should not be updated so we can preserve the history of who did that task. There needs to be an option to exclude completed Tasks from the update. This is making the Mass Edit tool unusable.

I have a customer who is requesting the ability to be able to pop out tasks in a new window/tab within Cockpit. Currently it appears the only open is to click the tasks and have them open up in the same window. 

It would be convenient if we could create an email notification when a data file doesn't come in when it is expected. It would either be within the S3 job to say file is expected by X time on a specific day (or give a range of time/days) or maybe at the MDA object level so it could be done for API route as well.  Some customers have issues where the job fails on their side and no is notified. Also, some customers load files manually and this could serve as a reminder to them.

I'm wondering if anyone has had success closing CTAs via a rule since the February 2017 release. This is the first time I've attempted this, and my rule is stuck in a run state. I have a ticket open with Support, but it had to be escalated to L2.  I am looking to understand if this is how I've setup the rule or if it is something in our configuration.

My team would like to ability to export a success plan to a word document, not just powerpoint template.  A lot of the content in our plans is text heavy.  In addition, we create our success plans with our clients.  Therefore, the ability to export to word would allow for better consumption of the material and easier collaboration with our clients. 

As an admin, I LIVE in the administration module. It took me an unnecessarily long time to learn where to navigate to create playbooks for the team, and I believe it would be beneficial to relocate (or have a duplicate link) the playbook section from cockpit to administration workflow.

For relationship CTAs, it would be extremely helpful (imperative) that we can show the relationship fields and show them in the list view.  For example, we've created a relationship CTA, however the total account ACV is show for that CTA (which is incorrect).

I know this is a fairly new feature but the ability to add multiple linked objects to the CTA instead of just one object would be awesome. In order to continue to increase user adoption, keeping users in Gainsight instead of SFDC is key and by allowing multiple linked objects, this will help greatly. 

We have a CTA that triggers for the Gainsight Executive Sponsor to reach out to a customer. The sponsor then goes to the C360 to look for the contact with the relevant role. It would save time if the CTA already had that person attached as an Associated Contact.

As we grow and mature in our customer success rollout, doing development work in our Production instance becomes an increasing risk.  We have a sandbox environment, but building out our engagement workflows in that environment for testing, then having to recreate it from scratch in production is a duplication of effort.  I imagine this is and will become a larger issue for customers across the board. Vault - which I admit I have not begun to delve into deeply at this point - seems like it could be a helpful mechanism in being able to fill this gap. If as a customer I could create a private Vault "channel" to which I can export rules, playbooks, reports, etc that I build in Dev and then turn around and import into Production, this would be a HUGE timesaver for me, not to mention significantly reduce the risk to potentially breaking something in production. Including a version control mechanism that allows me to update to the latest version of the same report/playbook/rule,

It would be great to see the field limit lifted when you're calculating fields in Data Management.  Or at least put up a caution sign (like the one you guys put up when we forget to validate the formula) when you hit the limit.   The current limit is hindering our reporting options.   Or let us be able use calculated fields in calculated fields to work around that.  

In S3 execution logs and in data management page at the bottom section of page it shown as "1" however we can have more than one page as result set, Only upon clicking next icon we come to know there are other pages as well. Can it be something like this showing page 1 out of 5 so that we will know there are more than one page in result set

We load data around tickets into a table in MDA. We would like to create a CTA for the CSM when there have been X responses from a rep. However, we only want the CTA created once per ticket. We've gone back a forth a couple times trying to figure out the best way to do this, but we haven't been successful in determining a way that wouldn't trigger a new one each day. Our date fields include: Created_on, Last_closed, and solved_on. Close means in a Pending or Solved state. This field will change every time the ticket is moved into pending. This means we cannot trigger the CTA off of Last_closed because it will be created every time the rule runs after the ticket meets X responses from a rep. Created_on won't work as there 9/10 does not meet the X responses on the day it was created.  Solved_on does not work because we want to use this as a notification to the team of risk.

It would be awesome if we had a a checkbox or picklist on the "Call to Action" action in the rules engine where we could say "Don't create this CTA if one was created in last (X) days".  This would be similar to how the JO email feature works, with the 30/60/90/Lifetime selector.I have a few customers who see the CTA come in, but there is nothing they can do to action on it and want to close it.  But closing it doesn't change the underlying data, so the CTA comes back the next day.  They'd like to reevaluate the next potential CTA after X days.I can do this by adding a date field or something to Salesforce, but we'd have to do that for every CTA type, which isn't really manageable.

As of now, we are able to select only 3 fields as identifiers per data type. But we are seeing some customer requests where we need to select more than 3 fields per data type in some cases.  Is there any plan to increase this number to more than 3?

We have a use case where we're wanting to close CTAs based on when users log back into the system. The original CTA opens when a user has not logged in to our system for 45+ days. What we would like to do is basically reverse the criteria for another rule that would automatically close the existing CTA once a user logs back in to the system so the CSM knows the risk has organically been resolved. 

We want to fire CTAs for when sales activity in an account is stagnant and engage the CSM to perform an EBR. The idea is that in most cases EBRs result in saving an account or resulting in upsell/cross-sell so we want to be just in time in these accounts.. In order to do this, I want to run CTAs on a rolling annual basis daily but if I do that, then some stagnant accounts that we know we've maxed out will continue to have CTAs fired daily. The only workarounds I can think of are to run this rule manually on a monthly/quarterly basis or instruct reps to have a perpetual open CTA that's always in the future. Both are terrible but just trying to think of how to activate CSMs for something like this. In an ideal world, we could instruct Gainsight to not fire CTAs in cases where it's been fired in the past X days. Any tips?

When I first started making reports I put a prefix on the report to indicate where it was being used such as "360 - CTAs..." or "Dash - My Contacts...".  Now that I have a lot more reports it would be helpful if there was a way to categorize the reports to indicate where they are being reference.  This could be manually set by the person creating the report or if they system could dynamically tell where it was referenced and then display that in Reports 2.0 the person editing the report could be more aware of where that report is used and what consequences it could have for users.