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What's New in Vault Upsell ROI -- ARR from Last Quarter's Health Wins (Opportunity) Renewal ROI - ARR from Last Quarter's Health 'Saves' Renewal ROI - ARR from Last Quarter's Health 'Wins' Overdue CTAs by CSMs (by CTA Status) Overdue CTAs by Reason (by CSM) Rule to check if account has CTAs Set Score based on email engagement Set Score to NA Create CTA for Unsubscribed Contact Bounced Copilot Emails (Playbook)Here's the top 10 assets our customers have downloaded so far: Welcome Email (Email Template) Executive Business Review (Playbook) General NPS Survey (Survey) Sum of ARR by CSM (Report) Count of Active Accounts by CSM (Report) Create first EBR CTA based on Original Contract Date V1 (Rule) Percentage of NPS Responses by Response Type by CSM (Report) Sum of ARR by Renewal Date (Report) New Customer (Playbook)Count of Accounts by Account Stage (Report) Count of Accounts by Account Stage (Report)

I want to be able to select which scores display in the UI report. Right now is seems like it defaults to all scores and we have several scores and only some are pertinent in some contexts. For example we have a set of white glove customers for which we want to monitor only specific application scores. The broader set of risk scores are not pertinent in this case.

We would like the ability to show different sets of CTA Status' based on the CTA Type or Reason. IE: CTA's that require reaching out to a client would have a different set of possible status' than a CTA asking the CSM to complete a field update, etc.

We started using the Gainsight Timeline feature last week, and it’s super. We are heavy Activity log users in Salesforce, and this nice, clean, saveable interface for taking all those notes works well. Thanks very much. The only thing that’s missing is that when we Log an Activity screen in Salesforce there was the option at the bottom of the screen to, at the same time, log an Action reminder for yourself, and give it a due date, etc. Would it be possible to do this, or anything like this, directly from the Timeline note logging feature? Thanks!

Hello all -  Opened a ticket first to see if there was a workaround (https://gainsight.zendesk.com/agent/tickets/18395) and no dice, so launching the enhancement request here. Here's the use case:  when sync'ing tasks to SFDC from Playbook tasks, Concur requires the TYPE picklist on SFDC Tasks to be set to various types they've set up (Email, Call, etc).  This is the native Type field that comes on SFDC tasks object. We've created a "Type" custom picklist field on CSTask with values to match the SFDC task types. We've set the default to "Other" in SFDC so that we don't have a problem with a null picklist. THE REQUEST is that when creating playbooks, we can't add field to the "layout" of the tasks in the Create Playbooks UI, so the correct Type can't be pre-selected for sync to SFDC on a task-by-task basis. Surprised this use case hasn't come up before - allowing the CTA tasks to be more fully pre-filled-in on custom fields added to CS tasks. Anywhere on the roadm

It would be great if we had the ability to export Reports2.0 to an excel sheet (similar to current config export), showing the following from the report: Show fields, By fields, Filters, Advanced Logic.

Customer is creating Playbooks and they are using  three broad types of tasks: Email, Calls and internal tasks. They feel it would be helpful to see a category within Tasks to incorporate Calls and Internal Tasks.  

Rules and reporting are increasing in overlap, at lest for me. I constantly find myself building a report to understand what's going on, and then wanting to create an action based on the results. On the other hand, when trying to dig into rule results, a report is much easier to quickly update and change and expand. I'm right now trying to understand why a new rule didn't fire a CTA this week... And the easiest way to do that is to work with a report.Wouldn't it be amazing if you could go to Reports and see the queries that are used by rules (the setup action screen)? And for JO outreaches? What if you could build a rule or outreach from an existing report?Personally, I think that'd be very cool! 🙂

An idea came up as I was teaching Partner Training ... We commonly tell people that the Report Builder is a great way to develop/test that a query you're developing will work correctly with a Rule. Why not make this a feature?  Button that says "Create a Rule based on this Report". Would pull in: Show Me By Filters Conditional Logic

Hi all, It would extremely beneficial in some cases to have the ability to remove aggregation from number fields within the "Show Me:" section of a report. For example, say we are tracking multiple usage metrics and want to see a trend line of the exact count (rather than the count of rows) while adding a date field into the "By:" section, being able to remove aggregation from number fields within the Show: section would allow for this. Is there something within the backend architecture that would prevent this?  Any insight here would be greatly appreciated! Thanks, Josh

Hi All, There are several posts and requests from customers to provide support for multiple C360 layouts . Some of the posts listed in the past few months in some form or the other leads to the same ask- a. https://console.getsatisfaction.com/gainsight/conversations/c360-ability-to-customize-page-layout-by-csm-or-customer-segment b.https://console.getsatisfaction.com/gainsight/conversations/is-restricting-who-can-see-various-layouts-views-on-the-roadmap c.https://console.getsatisfaction.com/gainsight/conversations/showing-different-c360-sections-based-on-customer-attributes d.https://console.getsatisfaction.com/gainsight/conversations/ability-to-customize-your-360-view-based-on-account-recordtype-from-salesforce e.https://console.getsatisfaction.com/gainsight/conversations/separate-360-views-for-different-customer-segments There are two schools of thought which we have heard so far - i . Admin Driven Configuration - Admin defines the layouts applicable to the en

I've had at least two clients who have asked for richer automation options from CTAs. The idea is that after closing CTAs or specific tasks, you would get pop-ups suggesting other follow ups or next steps. Based on your response to the message, you would be redirected to the right section (or the actions will be done automatically) Examples:  Configuring that when you close a "Risk" CTA, you would get a custom pop-up that would ask you "would you like to update the associated risk scorecard"? For a CTA telling you to assign CSMs to a new account, you'll be able to choose the CSM to assign the account to right from the CTA. When closing the CTA, a pop-up asking you whether you want to email the CSM that he's been assigned and/or add this person's to the account team object in SFDC would appear, and help drive next actions There can be many more examples, but the idea is to trigger custom behavior with logic from a CTA itself without having to go anywhere

Customer has users that aren't full SFDC users, but would like to be able to add them to a meeting. Do we have any plans in the future for this functionality to be rolled out to non-std users? Also, customer would like the ability to be able to add (even if just text) a non SFDC user into these activities. I don't think this is currently possible either. 

[i]We have a customer Kenshoo Ltd. who are facing this problem where they are unable to extract the participants of a Survey who have not responded. The survey is sent via Copilot. [i]Is there a way that they would be able to do this without exporting the data or could we request that this enhancement be made?

We have a need to use some custom code rather than a standard email template. In other systems, we can accomplish this with use of their API. I am curious if Gainsight has an API, and specifically, allows functions associated with CoPilot or the Rules Engine. Our end goal would be to send outreaches using the API.

We have a few Table format reports on our Gainsight Dashboards for our CSMs.  Our CSMs had a suggestion that it would be helpful if when you selected a row in the report table, the whole row would highlight, to help your eye follow the row data.  It looks like there is a REALLY faint yellow highlight on the cell borders at the top of the selected row, but it's pretty hard to see, and they'd like something more apparent. 

We have a customer that has a sandbox and a prod environment. They have (for example) MDA tables that are -prod and in sandbox they are -sandbox. i.e. Usage Data - Prod and Usage Data - Sandbox.  The issue they run into is when they push rules from Production instance to sandbox, all of the rules fail because its looking for the -prod MDA table (the one for production). Is there any way to make this process easier than rebuilding the rules that are built off an MDA table? We thought about changing the MDA table name, but doesn't look like that will correct the issue. 

We've been using the preview Survey Feedback feature for a week now and I can say that it seems solid. For those who are unsure of what this feature brings to the table, it allows us to know with 100% certainty which survey a response belongs to. I know that sounds simple, but if a person logged multiple support requests in a day, that would generate multiple support requests. We have our system set to only send one survey per month, but we didn't know WHICH support request we had sent a survey for. To combat this problem, we devised a system that would guarantee only one survey of that type would be sent out to a person on any given day. Ok, so that solved the problem of which survey was sent, but there was still the small issue of the response. There was no way to directly link this back to the original request beyond just guessing that the response was for the last survey we sent. This feature takes the guesswork out of the process. Now the issue ID is passed to the EMail logs (s

One of our CSMs mentioned that it would be helpful to have an overall timeline view as well as the individual timeline view on the C360. She thought that would be a good way to review what you'd been working on recently with your leader or have an overall view of your work recently.

We are completing the planning for our next NPS Survey. We want to have a customer dashboard for our executive team to be able to see the reports currently on the NPS page, but we also would like to have a report that shows the followup emails we have sent as well as how many responses each day we have based on customer type. It would be great either 1) customize the current NPS page or 2) pull the reports from that page into a custom dashboard.

Our CSM team is looking for ways to quickly capture solution reviews or notes from meetings with customers. I believe the milestones could be the perfect section to do that, however, based on feedback I just received for the CSM team, a few things are left to be wanted: 1) Seperate section - Currently, the milestones is a subtab of the usage tile. Therefore, it's somewhat "hidden" and is not quickly visible. This would also allow the CSM team to have the option of not exposing this section to the account owners who currently only have a viewer license and see the C360 page through the account widget. 2) Click to add/edit text - Curently, there are too many clicks required in order to add a milestone. Ideally, the CSM team wants to be able to click and type (similar to how we edit the scorecard free-text area) 3) Attachments - During a call with a customer, its easier to cature notes in a free form document. Sometimes, after a solution review the notes are being formatted in a n

It would be helpful if Gainsight had a tool that could directly load data from a PDF file and actually capture the information there into fields within an object.

It would enhance success plans if there was an option to create custom tabs other than the standard Info/Objectives/Collaboration tabs that are currently available.

Is there a way to write a rule to update SFDC when we have hard bounces from an email campaign?  We have a field in SFDC on the contact object that indicates if a contact is Active/Inactive.  Ideally, we'd want to flip that to Inactive for any hard bounces. I know we can export a report and import to SFDC, but I'd rather have this automated (especially when we use Copilot a lot).

Currently the timeline feature syncs activities back to the Acitivity history related list in SFDC. Is there any way to sync this back to a different field/related list?