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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

Related Lists are a great way to see filtered data, for example, to see filtered Contacts that are important to CS and/or Sales.  View and Edit buttons appear for these records as actions that can be taken, and the Edit button in particular sends them to a record edit page as though they had pressed the edit button on the salesforce record. What I'd love to do is point the Edit button to a Visualforce page that limits the record edit to the fields that are shown on the related list.  I get that this would require us to develop the VF, but if I could point the action to custom VisualForce, it would be a dream come true.  Salesforce allows you to do this on a standard or custom button but without changing it for everybody else in my org it would be the best if I could assign the visualforce page to the edit on that specific related list or associate it with that specific report even, in order to streamline the edit experience.

If you need to share Survey results with other managers or you're collaborating on survey content with someone else, you can't send them a URL to get to a specific survey or survey sub-page like Questions or Analyze. Instead, you have to give them a series of steps to find the place where they need to go. It would be great to be able to email hyperlinks to coworkers to specific survey sub-pages. It seems as though the other modules allow you to get to specific pages - just not Surveys. But while I'm on the subject, it would also be great to have hyperlinks to sections of a Customer 360 (Cockpit, Surveys, Scorecard, etc.).

The new Config Snapshot functionality in the November release is awesome. I'm assuming that additional configuration items will be added in future releases. In addition to that, it would be great to be able to schedule snapshots on a periodic basis.

Although Gsnap and CoPilot are not fully integrated at this time, we do have a fairly simple workaround that enables you to send Gsnaps via CoPilot, or with Email Assist Tasks. This is helpful in situations where you want to: Send Gsnaps to multiple customers at the same time Send Gsnaps based on customer data: usage, change of stage etc. e.g., You can send a welcome Gsnap when a customer stage changes to closed-won. Send a Gsnap along with customer data such as usage reports. Send Gsnap from Email Assist tasks in Cockpit.See this article for complete instructions.

Hello - Love Gsnap. Is it possible to send to a group of contacts at once? (without individually searching for and adding them?) Thinking answer is no as I understand it does not work with copilot yet. Please advise. Thanks!

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)

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

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.

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

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.