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Not sure if this is more of a PSA or what but I figured I would post this as an idea to see if there was anything on the roadmap to be able to work around this. Right now when you set up the survey links you are asked for an object and field to link to. So for example, we can create an outreach based on case and send out a CoPilot outreach using the case object in your power list. After sending it out, it is not possible to send a follow-up email based on if someone didn't open the email because the survey linked object/field is not in the power list. This is because the new power list is built off email logs and not case. Can there be a tooltip or something added in the properties when setting up a survey that explains this? Or is it even possible to get this compatible with follow-ups?

We've created a Customers Tab view for the CSM Managers to view all their customers at once, so they need to scroll to be able to see all the accounts. Manager requested the ability to freeze the top line similar to what's available in Reporting.

I use timeline to take notes live while talking to customers.  In some instances, I'd like to share the screen and take notes when the customer watches the screen.  To do that, it'll be great if I can maximize the "drafts" view while taking notes, so it takes the whole screen. This will help as sometimes I wouldn't want the screen to show previous notes / activities while I'm taking notes. 

Customer would like the ability to be able to configure field options for certain fields on the customers tab.  For example, they have 3 fields that are currency fields but the values very large, ranging into the millions. The values currently show something like $202730.04. Customer would like the ability to remove the cents as it really isn't important. Also, can we add comma's in? Customer would like to see this $202,730. 

Currently the cockpit is limited to displaying 1000 open CTAs or 100 cosed CTAs regardless of the Advanced Filters applied. This makes the cockpit view of interactions misleading for our managers as they apply Advanced Filters for their Region and then modify the owner to All Owners. They do this to get a wholistic view of their team's interactions. Many closed CTAs are not displaying due to the 100 Closed CTA limit. Although they can continue to apply Advanced Filters to eventually find specific interactions, most of the time  managers do not know enough detail to be able to continue applying filters. They use the Cockpit as a view of their team's CTAs and it's not reliable for them given the current limits. 

When creating a Followup to an Outreach, the Followup Powerlist defaults to "Email Field". PLEASE make this default to "Contact Field." Here is why: When doing Followups for surveys to increase survey responses, using Email Field in the followup list defaults the responders email to "Display Name" in the Survey Participant Object instead of "Email." This creates issues when trying to send emails to the customer depending on how they respond. Unfortunately, you don't realize this is a problem until after you've done this.  To fix the issue I though I could run a rule to write the "Display Name" containing "@" to the email field. However, it appears the "Survey Participant Object" is not an object you can write to via a rule.

When creating CTAs from surveys, each CTA is titled "Call to Action on Survey." We would like to be able to change the title of the CTA so our team can look at them to determine by looking at the CTA title what they need to do.  Right now to signify a CTA was created from a detractor response we have to mark the Type as Risk and the Priority of Code Red to help the team know they need to followup. It would be great to be able to make the title "Detractor Followup"

When creating a report it is frustrating when I have to use multiple filters and an "OR" function for record type fields, ie case object the record type can be "incident", "work order", or "service request". It would be nice to simply be able to select each of these in one filter just like you can in SF on reporting "Record Type = Incident, Work Order, Service Request"

At the top right of the C360, there is an export option "Customer 360." Right now the only option is for this report in PDF. It would be nice if we could choose something other than a PDF so we could edit it after export. 

When a powerlist fails, there are currently two options for who will get the failure email. 1)  If it fails on a scheduled run, the user who created the powerlist will get the failure email. 2)  If it fails on a manual run, the logged in user that initiates the manual run gets the failure email. My question is, is there any plan to give an option to tell the system who to send failure emails to?   We are imagining something similar to the way we do this in the rules engine, where I can say "Send email on Failure" to whatever email I enter in the text box, no matter who created the rule. The reasoning behind this is that sometimes a user will create a powerlist and then move to another team that no longer handles Gainsight.  That user will still be getting the powerlist failure emails, but may not notify the existing Gainsight team, which can leave a powerlist failing for weeks without anyone noticing. 

I have been talking with a customer who would find it very helpful if the question response charts and tables could also be exported.

Copied from Chatter:  "  For CQ RollCall they were asking if the Account Widget would display the Relationships Section. I went to C360 Sections under administration and found out that I was not able to added it to the Account Widget. Is there a workaround for now? It sounds pretty important to them.    There was also an ask to be able to modify the order of reports that are stacked within a section on the R360 View. Right now I could work around this by making certain reports first unless there is a better way.  " Posted in Community as feature request.   Kevin

We recently had several suggestions come in with regards to the S3 connector: 1) Duplicate key values should not be loaded into MDA object for S3 Upsert loads - when the records are present in the same file.  2) Null values should not be allowed for key values used in S3 project.  I think that the second one in particular would be an excellent feature to help ensure record completion during data uploads. 

Hi, We are using Copilot to send our NPS survey and I would like to update a field on the Customer Info level to hold the date of the last NPS survey that was sent to the account. Is there a way to update fields automatically when an email is being sent via Copilot? I was thinking to use the rules engine , but which object do I need to use? (Not NPSSurvey Response because then the field will be updated only for those who sent their response and not to all the power list). Thank you, Aviv.

Customer would like to leverage coPilot to send INTERNAL emails to the organization that highlights their entire customer base's usage and other non-customer specific reports. Is this possible to do?  

Hi team, It might make for a click-saving use case if there was an option to select a default option when changing the due date of a CTA and how it impacts the corresponding tasks. For example, if, by default, you'd like to never adjust open task due dates based on the new CTA due date, we can have a default option that would select "No" when the prompt below appears: Perhaps even on a playbook by playbook basis where end users can configure a default response to the above prompt within the playbook configuration. Would there be any limitations or drawbacks to this? Thanks!

I have added the user and  permission  on the copilot permission administration page refreshed the page on cockpit , but i still do not see the copilot options in the left chevron I have logged out and and logged in, cleared browser cache and restarted the browser as well but still cannot see the copilot any ideas on what i'm i missing here

The new email assist feature is great. The team has been starting to use it and the general reply has been "Cool! That's easy!" The frustration is that I can't set it to have the expected contact preset in the CTA. I frequently know who they're supposed to contact for the outreach, but I have to put that contact's name into the comments field an have the user copy and paste that into the "to" line when reviewing the email. The ability to relate CTAs to other objects already exists. We just need this to be a) enabled in the rules engine and b) accessed by Email tasks.

Would be great to have an option next to each customer in the list to add a CTA (similar to the add CTA from the Cockpit). If you have a customers who have similar company names, it's hard to find the right one, and you can click to the Customer from the list, but that's one more step than from the Cockpit.

Is the ability to use Smartsigns with MDA data on the product roadmap? As I understand it currently, Smartsigns is limited to the Usage Data object.

Hi all, While some users may be limited with their assigned license, it may be beneficial for them to still receive updates on their customers though they are currently unable to if they have a limited license. Are there any drawbacks to adding a "Follow" button, similar to the Customers tab, into the Account Widget so that users can follow customers, regardless of their licensing restrictions? Thanks! Josh

We have had a process that takes a previously sent email from CoPilot and loads it in as a Task on an Opportunity in SFDC. This has been working great up until Friday, January 20th. I am looking at the rule and nothing has changed. But, when I try to edit it and re-select "Task" as the target object when loading to an SFDC object with the Rules Engine, my only choice is Account. Not sure where Task went. Any ideas? I can contact Support, but figured I would start here.

We are sending out a mass email to customers when their Support Plan changes. We are filtering who is getting this based on a checkbox in Salesforce. We would like to have that checkbox be unchecked once the email is sent.  I *think* this can be accomplished via the Rules engine, but now sure how. I typically use CoPilot for email outreach, so not much experience with Rules Engine sending emails. Any guidance? Thanks! -Ben

We have a report that shows CoPilot email activity on the 360. It would be great if the template name in a 360 report was a clickable link that would open a read-only view of the template.

I have gotten a few requests to be able to fire off a survey when an event happens in SFDC.  Example Use Case: Customer is using a survey tool that fires off a survey via SFDC when a case is closed. They want to replace this tool with Gainsight Surveys.  In analyzing the previous tools results, their customers are most likely to fill out the survey within a matter of minutes... likely because the support experience is fresh in their mines. They are using the SFDC case object to store this information.