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It would be great if when searching in the Gainsight Vault it searched all the folders instead of where you currently were. For example, I was looking for email templates for NPS. But if I'm not in the specific folder where the template is ("Finding Customer Advocates") it doesn't return any results.

In using timeline exclusively for customer note taking, I have a suggestion that will make copy and pasting from timeline a better experience. Today when you have a logged event in timeline, you can use your cursor to select the entire contents, including the data fields on the right side of the entry window (date, attendees, duration, etc). But when you paste that into chatter, for example, the formatting is somewhat basic:

We of course use Sponsor Tracking in Gainsight, but it doesn't cover all our bases. Not everyone has public profiles on LinkedIn, etc., and the data can never be perfect anyways. It just occurred to me that we could use CoPilot hard bounces (or, for that matter, unsubscribes and marked-as-spam), on emails that are sent to customer admins, as an additional 'listening post' for potential situations where a CSM may need to make sure we still have solid relationships, and thus create a CTA based on it. Similarly, we could look at product usage for admins, and look out for usage that tanks to zero. So I'm super-curious: Has anyone used hard bounces or product usage in that way? Has it proven useful, or does it just end up being white noise that the CSM already knows about? Are there other ways that you watch out for your sponsors leaving your customers?thx, folks!

On the Relationship 360 configuration page, you cannot select the default report to show in a section. You are able to do this on the C360. To take it a step further, it would probably be best to select the exact order, instead of just being able to pick the 1st (default) report.  Please correct me if I am missing this somewhere.

We've found a limitation in the product that prevents us from creating Related List sections in the CS360 that are based on the standard SFDC Account object. We have the ability to put Account fields in the Attributes section of the CS360 but if users wanted a more filtered or granular way to look at a mass of fields on the Account object, they don't currently have a way to do this unless they add each and every field they are interested in to the Attributes section, which can cause the Attributes section to be quite messy. I understand why this feature is not currently available, but are we aware as to if/when this might become available?

We want to capture the EBR date. Currently, rules allow you to capture the date when the CTA is closed only. Yet, often the CTA close date is different than the EBR date. It will be great if we could have a custom field on the CTA and capture the date entered in it. Here are 2 examples why capturing the CTA Close Date doesn't suffice: - There are additional tasks that are done after the EBR meeting (e.g., send summary, follow up on action items, etc.). The CTA close date will not represent the EBR date. - A user was on a business trip, and close the EBR CTA when back in the office. Again, the Close Date no longer represent EBR date. Thanks, Einat

Similar to a opportunity forecast to track "quota", "commit" or "closed", etc. I would like to report on user adoption/utilization (or other metrics) targets by month.  These values can be compared to the actual adoption on a single graph and table. For example, if the goal is 100% license consumption at 12 months, a CSM would set a target value for user adoption or utilization for each month. I'm thinking of success plans as analogous to opportunities in the sales forecast context. We would have several different types of success plans to track each of our targets.  On "quota", I would like the ability to set a "plan" for a given set of customers. Say we want set a 80% utilization target for a set of net new customers in a given quarter, I would like to see how the given plans can allow us to hit that target. Already possible? I'm thinking success plans because you can add a target numbers at the plan

Hi All, Similar to creating a custom Success Snapshot for the Customer 360, I would like to create a custom export for a dashboard. The goal would be to group reports/graphs onto specific slides, add color commentary, as well as any of the other title and token capabilities of templates. Currently, each image is spit out into a single slide which isn't very useful. Thanks, d

Gainsight CTA Task Status can be modified by going through SFDC Setup > App Setup > Activities > Task Fields > Task Status Picklist Values. The previous GS Admin added 12 different statuses for tasks (and some we no longer need): 1. Not Started 2. In Progress 3. Completed 4. Waiting on someone else 5. Deferred 6. Open 7. Not Applicable 8. Research 9. On Hold 10. Closed Successful 11. Closed Risk 12. Escalated This is confusing my CSMs because there are too many statuses in the drop down list and they don’t know when they should use a Completed vs Closed Successful. Within Gainsight, is there a way to disable, hide, or remove some statuses for my CSMs? I want to remove/hide from the Status picklist: Waiting on someone else, Deferred, Open, Not Applicable,&nb

In Salesforce, we have an Account History object where changes to the records in that object can be tracked.   It would be really helpful to have a Customer History object that would log changes to the fields on Customer Info object (date/timestamp, new value, previous value, who changed it) so that we can leverage historical changes in rules, reports, or when troubleshooting.

It would be awesome to have the ability to add a case from a dashboard similar to the c360 view and the add button. It would also be great to be able to do the same with Opportunities, Projects, and other related lists that are on a dashboard. 

Looking to have the Copilot Analytics for two of our current surveys added to the Dashboard view for our onboarding team. Is it possible to add the existing Analytics (open, bounce, click rate etc) to that tab without having to rebuild an entire report? 

I plan to send out a monthly Usage Report to a part of the accounts in the company, but for all bar charts, for example top 10 users, even if I rank them in the report, in the actual email the ranking is not taken into account. It's pretty difficult to see in a glance the ranking, especially when the difference between the bars is really insignificant. 

I've noticed that when we have pop-up windows with a search box we do not default the cursor to that box. This causes an extra click every time I open one of the boxes. If I click a field that will have a pick list and search box, I would like to immediately begin typing to search for my item. Once I have typed it and the name is the same, I should be able to hit enter and select it.

TODAY: I have no option but to add instructions in the same input box as the survey question. Carriage returns are ignored (so instructions appear on the same line directly after the question and carry the same font weight and are not differentiated in any way) IDEA: It would be great if as part of the question component (where today you just have the question / response) if you could add a 3rd component for question instruction text between the question input area and the 'response' element. This would allow us enter instructional text related to the survey question as a separate entity.  I would envision this as a separate text entry (just like question text entry area) called 'Instructions'. From a styles perspective, it could have it's own style (for differentiation: e.g. not bolded & italicized) and if used, place the instruction text on a new line directly under the question. If it's unused, then it would not have any impact on how

It would be great to be able to see the users response compared to just the NPS Score under the Buyer NPS Tab. 

We'd like the ability to rename "Customer" on the Scorecard widget.  We're using this widget in a dashboard where all of our other reports have the customer labeled "Account" or "Account Name."  

It has been suggested that in the future, the user be able to normalize against a customer field in real time.

Advanced topic filtering is something our moderators at Telfort do each and every day. It enables us to help customers and communicate with our community in an organized way. Right now, filtering can sometimes be an unnecessarily tedious job. Also, finding the best strategy for filtering can be challenging. We think that there are a few ways in which advanced topic filtering could and should be improved. I’m curious to hear your opinions on these suggestions (written as user stories). Do you agree that these (or any) improvements of topic filtering should be an actual priority for Insided in 2017, instead of a nice to have for the long run (which it has been for about 2 years)? 1. As a moderator, I want to be able to see and change filters that have been saved, beyond just their names, so that I can correct the mistakes in my filters and improve existing filters instead of having to make new ones each and every time. 2. As a moderato

Something that came up in an afternoon chat in the STL Office ... Wouldn't it be cool to offer customers the opportunity to change their color scheme?  You see this with Drupal, WordPress, etc. Not saying that this is in any way a priority, but ears perked up when we talked about it out loud.  Cool options for the Gainsight UI.  As Scott Drost said, "Let the End-User have some fun!!!" Might be as simple as fields/elements you can change and a color wheel.  Standard layout but an end user can "tweak" their environment just a bit.

It occurred to me that Success Plans could be used for employees/individuals, who are either on a performance plan, or perhaps to guide them during their first 90 days, etc. The plans could be tied to their employer's Account and the individual, and we'd need permissions to keep the plan private to HR, the manager, and the individual. SP's would provide a nice simple structure for setting up goals and establishing success criteria and due dates. Perhaps Surveys could be utilized for HR purposes as well, if we had better support for anonymous surveys. 

I have created a data space mixing Contract - Account - Customer Info objects, to use it as a data source for a dashboard. My problem is that the Account Name is not clickable as to open the account in a new Customer Success 360 page. Am I not using the correct Account Name field? (that field is present in several of the objects mentioned at the beginning of the post). Or is this not possible with data spaces? This is what I was expecting:

We restrict JO access to our Engagement Marketing team for several reasons I won't go into here.Admittedly, though, there are regularly times though when a CSM may need to send a blanket email to all Contacts on an account, or a particular subset of contacts based on a particular role.It would be handy to be able to create a few "standard" Power Lists that could be applied to all Customers and attached to the C360 with a shortcut to send an email. As an example, we have a role called "Organization Administrator" which is a contact that has full administration capabilities over access to our Customer Portal for their organization.  We can have multiple of these contacts. If a CSM wants to send a quick email to all Org Admins, it would be useful to have a short cut on the C360 to send an email to all contacts with the Org Admin designation.

Again - within Partner Training a thought came up that I think deserves attention. We were training our team on Vault.  A point of frustration voiced by one of our team is that they couldn't easily find the asset after the download! I've experienced this personally as well.  Names of some assets are long and often similar to others.  Is there a way we can highlight new/unused rules and take the user directly to that asset?  In other words, make it easy to find!

Gainsight's November (5.4) release is live in your orgs today! Detailed release notes and new support articles are available now. This release contains many important enhancements, including: Custom Cockpit List Views: users can save their favorite filtered views of CTAs in Cockpit Survey Links: Survey and CoPilot enhancements make it easier to close the transactional survey feedback loop Custom C360 page layouts: configure up to 11 different C360 page layouts and apply them to different Accounts and for different Users Customer360 Timeline (Beta): users can log updates, calls, meetings, or emails in the form of an activity on the new C360 Timeline page Report Builder improvements including Freeze First Column in tabular repor