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We had some great discussion with product and engineering on this topic but wanted to solicit some feedback from a larger group. I believe that we have a great opportunity to expand the audience for vault beyond Admins. Managers, Decision Makers, VP of CS, Renewals Managers should be included in our target market to consume vault first hand. Few ideas generated around this... make vault visible and accessible outside of the Administration Tab in Gainsight or even outside Gainsight completely. From Gainsight.com? or Community? Could use this to excite prospects and drive leads! Make assets groupable into flows ("collections"?) to match the way managers, sponsors, leaders think about business and process. Make sure our product marketing is geared towards decision makers and thinkers, not only admins and "doers". Make sure that every key feature release is partnered with key vault assets to be up and running on Day 1. "Advanced Outr

I think that the ability to completely hide completed tasks from the "My CTA" view in the cockpit would be a valuable feature. Have we considered this feature at the user level? So each CSM could configure this option themselves. 

We'd like to be able to automate (via a CTA with aCoPilot template) outreach to multiple recipients at a customer at the same time. Examples include sending a best practice guide to our 4 key customer contacts after our KO meeting, or sending a survey to our 4 key contacts post deployment etc.  Is this possible? (and if so, how!) Thanks!

The Agreement is already listed and paired within the Agreement Information section, but it doesn't appear as a clickable link. It would be extremely useful if this was a hyperlink.

The Drafts widget is huge. Could it only display if there is something in Drafts, and if not, give that real estate back to the timeline?

Putting this out for tracking and to gauge community interest. Customers have the desire to export the Scorecard view from dashboards into some format like PPT or PDF to show off in cross functional meetings. For Executives and those not working with Gainsight directly, the Scorecard UI view/Mass edit view for relationships with the colors and trends is very easy to digest.  Are there any solutions other than today's CSV export that we are considering? If there is a size limitation, maybe there could be restrictions on how many columns, so at least some sort of 'snapshot' is possible. Thanks.

I have a customer that is requesting that we Timestamp the exports when we export out the reports.  Use Case: Customer has a report that is emailed out on a cadence. It would be helpful to see specifically when the report was exported as the data in the report is real time. 

The Previous Score field should have the option to configure what data it captures. Instead of just capture the data that was last contained in the Current Score field it should have options such as specifically capturing the previous week's score. This would give users additional options to view the data that works best for their team.

Customer would like a way to introduce new Paybooks and to not delete the old ones in case the new Playbooks are not effective and need to bring the old one back. Is there any way to do this other than deleting the old ones and re-building them if we need them back? Like a show or don’t show field.

Hi team, Bringing an idea to light brought to me by a customer: Currently, when using the "+" symbol within an email address (for test emails/surveys, for example) we currently receive the "Not a valid email address" error: It has been brought to my attention via the support realm that adding the "+ xyz" to an email address should function as a valid email. For example, say I want to sign up for an account on the community site, but I'm worried about receiving spam, etc. I can sign up using

For the first time in Gainsight's history, we sent out a holiday greeting to our customers using Gsnap. The response was overwhelmingly good – with our open and click thru rates ranging around 45%. We used Gnsap integrated with CoPilot. If you are curious about how we did it, here is the link to the article:  https://support.gainsight.com/Product_Documentation/CoPilot_and_Automated_Email/Admin_Configuration/08_SEND_GSNAPS_USING_COPILOT_OR_EMAIL_ASSIST_TASKS Please share how are you using Gsnaps in your organization.

Is there a business or technical reason we default S3 off for each new tenant created? We don't charge more, no licensing, etc. and push customers to increase adoption of S3...is there a reason we wouldn't make it easier on the creation of each tenant and default it on? Thanks!

We are sending emails via Copilot and are syncing them back to Salesforce. However, it appears they are syncing to the contact and not the account.  Is there a way to get the task to show on the account in Salesforce?

During a Survey documentation feedback session, a few customers pointed out that after you publish a survey, you can't change the email delivery service, you can't add another language, and you can't change the transaction ID.  On the Surveys > Publish page, can we add a warning/help message that appears when the user clicks Publish? It could say something like, "Please review your email delivery service setting, and language selections before publishing this survey, as they can't be changed after the survey is published."

I am working with a customer that is pushing SFDC contacts out into the MDA. Natively in SFDC, when a new contact is added to the database, SFDC will convert the email to all lowercase. (i.e. STEVE@GAINSIGHT.COM -> steve@gainsight.com).   For this particular use case, we need to do an update operation into an MDA table pre-loaded with email addresses. We are trying to match them with records existing in SFDC and pull the "Contact ID" field to update the table in the MDA. The issue? Our MDA email field doesn't convert the text to lowercase, therefore we can't reliably use the "email" field as an identifier because quite a few records get skipped because we classify it as "not meeting the identifier criteria".  Because SFDC behaves this wa

Hi, I'm asking this on behalf of a customer who wants to understand a little bit more clearly how CoPilot manages contacts who have previously unsubscribed. Is the check for an unsubscribe done before or after the power list results are generated? In other words, if a contact has previously unsubscribed, but they otherwise meet the criteria of the powerlist, will they A) show up in the power list results, but not receive the email or 😎 not show up in the power list results at all? Thanks!

This is not in Gong yet, as I'm looking at an early version of 5.5 in a demo org: Org: 5.5beta2@test.com Password: test@123 On the Admin > Calls to action - Global page, the list view field configuration section could use some help text. When there are two fields selected, it's not clear to the user how/if they can change them, since the ADD button is not displayed. I recommend adding some help text along the lines of: Select two numeric fields to display in the Cockpit list view. To edit the existing options, click the x to delete a field. An ADD option will be displayed.

Currently we have three types of run mechanism i.e. Manual, Schedule & Post file upload.In S3 Execution history, we do not capture the type of run. So i can run my post file upload job manually but others will not know whether this was run via post file upload or manual triggered one

As the Gainsight admin for my org I have all the knowledge as to what effects a customers health score, but the problem is others do not. I was asked by an exec "where can I go to see what caused this health score to go up/down?" and I had to explain all the rules I created and what effect they have on scores. I realized there would be an easy solution to this problem so I wouldn't need to verbally communicate the rule criteria to everyone or create a "cheat sheet" to pass out for them to use as reference.  My idea is this, when looking at a dashboard that contains a report with a score card, we should be able to hover the mouse over/click any score we see and see a small popup appear that lists the names of the rules that are contributing to that particular score. For example, lets say the support score for a customer shows as 45. If I want to know why that score is 45 I just click that score to see a list of the rules that were triggered to arrive at th

This suggestion is for the upcoming 5.5 release, and is not actually in Gong yet. I noticed that in Admin > Calls to action configuration, the reporting categories window is not big enough to view all of the CTA reason categories (or others potentially) and can't be re-sized. Scrolling works but it would be easier to allow re-sizing or just make it bigger. I'm using the demo org: 5.5beta2@test.com test@123

I have a request from a client that brought about a feature request for the mass edit tool. In this particular scenario, the customer would like to be able to filter down and change the status of a CTA based on certain criteria in the tasks. With dataspaces available now, my wonder is if we could cross both of these objects. It appears the mass edit tool only lets you select one or the other. We were able to correct this via the backend/dataloader and I think we could do it with a rule too, but it would be nice to have this functionality available through the mass edit. 

It would be cool to have a button (or forward/back arrows) beside the "Default Closed Status" checkbox that allows CSMs to advance a CTA to the next status.  For example, CSMs could advance status for a Business Review CTA from "Assigned" to "Scheduled" with one click instead of having to open CTA detail and select the new status from a dropdown.  Status sequence could be based on the status order set in CTA config.  

In Account Scorecards 2.0, will the option to "enable history tracking with frequency" be removed from Admin > Accounts Scorecards > Global Settings? Roja pointed out that we had an old description of the deprecated option in our customer docs, which I removed; but it would be even better if it wasn't visible in the app. (it's the last checkbox below; ignore the red highlights)

We would like the ability to export the Usage Adoption graph directly from the C360 page once a user has selected which metrics to display and the date range, similar to how you can export reports. I know that you are able to export the entire C360 but would like the ability to export just the Usage Adoption section so that I could incorporate charts into presentations, etc.

It would be very helpful to have A/B testing functionality in CoPilot. Before big sends, I'd like to optimize subject line, copy, text in links/buttons, images, etc.