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In the past few months, we have received feedback from our customers that the color box around the question + the "writing" line below the question has caused confusion for our customers. They tend to click the grey box versus the line below the question. (We understand this information (name/email) would be captured if sent through co-pilot, but that isn't an option for the current workflow. An advisor sends an anonymous survey link as part of a post-meeting follow up.) This leads customers to respond to us saying they are unable to fill out the survey. It's definitely a bummer when we have someone engaged enough to complete the survey who does not because it appears to be too complicated. Unfortunately changing the color of the survey seems to make it even worse. Customer are clicking here:

Currently the Report Repository, when filtering by Source Object, it shows all Objects in both MDA and SFDC. It's very cluttered when you have big orgs with lots of objects in the environment. I would expect the same behavior as Rules Engine which only shows the objects where a rule/report exists. 

We are looking to gain more functionality around reporting on NPS. The three use cases we are looking to address: 1) The ability to use NPS in a report 2) The ability to filter by segment and any other field in the NPS tab 3) The ability to filter by date in the NPS tab We are looking for an actual Net Promoter Score calculation, not the average of response scores. This is important for the use case where we want to have a company KPI dashboard run directly from Gainsight. Currently for NPS, I am unable to get the actual NPS score outside of the NPS tab without a pretty hefty services engagement. I would like for this to be something I can attain in the product without major configuration. Thanks, Steve

In C360, when using the "Wrap line" feature, it does not work on a single word that's longer the the column width.  For example, if an email address is longer than can be shown, clicking "wrap line" doesn't work (because the email address is one word) Can we look into making it work 

Currently we list our rules based on Name,Type,Action,Created by,Last modified by,Source Object. Can we have couple of more categories i.e. Target Object (this would be helpful), We don't have any category for rules related to relationship. Currently we need to search manually or assume based on the rule name

In data space, while traversing from one object to another we display the lookup field names but not the base object names.Can we also display base object names for a better understanding. I have attached sample example in screenshot In filter condition, currently we support only 'AND' condition. Can we also have 'OR' criteria to be added as well.

When adding tasks to CTA it would be great to have an option to "save and add another". Ideally, this button would save your current task and pop up a new window associated with the same CTA and allow you to add another task quickly. This will save the user from having to go back to the cockpit view and then having to navigate to add a new task for the remaining tasks they wish to add.  Just an idea- I have used my poor screen shot skills to show what it could look it below.

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.