Archive

Currently when you set up the multi variant email from copilot when you get to the outreach you only see the count of participants from the unfiltered powerlist. It would be nice to see the subset of participants for that filtered variant email outreach. 

We came across a large issue with Genesys today that will likely affect other customers looking to utilize bionic rules to set scores on a relationship. It looks like this isn't available for 1.0 or 2.0.  Do we have an ETA on when this will be available? I assume that it will be a feature enhancement so would be next major release? Documentation here previously showed that we could set scores at the relationship level, has since been updated. https://support.gainsight.com/Product_Documentation/Rules_Engine/Admin_Configuration/Getting_Started...

I think it would great when we send an automated email from copilot, the activity would sync to the R360 or C360 timeline.

We would like to be able to show the Relationships cards in the Salesforce Account page widget. That option is currently not available. We want to give our Salesforce users the opportunity to see the Health Scores for every product a customer has right in the widget.

We have a list of 20+ reasons. Some of these reasons are only used when CTA type = opportunity, some reasons are oly used when CTA type = Risk.  When creating a CTA our SMs need to scroll through a long list when half the Reasons are not applicable. 

We have multiple usage data reports that include a date in the "by" section of the C360. Based on the customers usage, it could make sense to have the date range grouped by week, month, quarters, or even years. Currently, we have to create the same report multiple times to reflect that. Allowing our CSM's to have the ability to change the report grouping directly in the C360 would be beneficial and help reduce the number of reports needed in each C360 section. 

Hello,  I just recently had an issue where a new customer of mine installed Scorecards 2.0 and followed this documentation to do so.  After setting up his scorecard and then adding Scorecard 2.0 to his C360 section, he got the following error:  He was stumped, so he asked me what the issue was. I naturally looked at all our documentation as well as Zendesk and couldn't figure it out

This has sort of been posted before, but as a question:  https://community.gainsight.com/gainsight/topics/prevent-new-cta-creation-when-one-has-already-been-...This is a valid concern though.  I should be able to, within a Create CTA action, specify NOT to trigger the CTA if the same CTA has already triggered previously within X days - similar to how we have the ability within JO to say "send email once in X days" where X is 30, 60, 90, etc.For example, if my customer's healthscore has dropped, and I create a play for the CSM to engage in some way, it won't directly cause the customers healthscore to increase automatically (sidenote:  our healthscore is calculated by a state-of-the-art machine learning model that was trained on hundreds of variables collected from historical data.)

It would be awesome if, similar to Scorecard grouping, you could have a header bar for sections that would allow you to easily keep similar fields together and separate from others.

Currently we are able to create a field by customizingcreating an activity type. But we are not able to delete these fields.

It would be nice to be able to choose the default view when looking at successplan in the C360.  Right now it shows success plans on the C360 it shows Plan Info, but we would like to be able to select 'Objective'.

We've worked with support over the last few months in troubleshooting rule timeouts that ultimately led to uncovering a limitation where (if I recall correctly) querying a large number of records fails because Salesforce has a 2 minute timeout limit on queries.  This requires us to split rules out into segmented multiples (for the same rule) so that we can parse through all the records without incurring the timeout.   There were also concerns about how much space it takes up on the Salesforce backend to capture the data in an SFDC object. It was suggested to us from GS that we should move the Usage Data into MDA where no timeout exists.  Discussing further though revealed that moving to MDA would render the Usage widget on the Customer360 useless and we would have to create multiple reports to try and emulate that functionality.  It also revealed that if we want to use the trending over time capabilities of Scorecard, we have to continue us

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

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

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.