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Hello! I have been discussing the available options for adding additional contact lookup fields within an Implementation Project with our Salesforce team. However, in doing so, I'm wondering if there is a way in Gainsight to pull contacts from more than just 1 field. For example, in my attached screenshot, you are able to select the specific contact field you are looking to pull from, but is there a way to add additional drop-down menus to say "Contact 1 and Contact 2 and Contact 3", if that makes sense? So that we can pull multiple contact lookups and send to more than just one contact per project? Let me know if I can help clarify any of the above! Thanks, Melissa

We love the quick links to the Salesforce Account, Opportunities and Contacts now available (the little 3 dots in the upper right).  What would be awesome would be to have something similar from the Activities logged to Timeline that have synced over to Salesforce Activities/Tasks.  So once a Call has been logged in Timeline, and has synced over to Salesforce, I could quickly navigate to the corresponding Salesforce object.   We're exploring the possibility of using Cases in Salesforce (and then linking them to JIRA tickets) but I hate the idea of creating the call log in GS, and then telling a CSM "ok, now go hunt for the activity in SF that the sync created and push the 'Create Case' button from there."  It would streamline things to have a quick way to navigate to the correct SF page (would also need an option to sync activities more frequently, but baby steps...).

Suggestion from our Partners (Positive Edge) in on-site training: Would be nice to have an S3 data load tool that is web-based and pop-up from Gainsight to avoid having to use Cyberduck or other S3 client.

Hi team, I'm not 100% sure of logistics surrounding this but it may be beneficial to include a more detailed failure message when end users receive export failure notices. For example, users currently receive a message that appears as below: " Your request to export the 360 view of "XYZ Account" could not be processed for any of the following reasons -1. The # of API calls for the day exceeded. 2. The size of the export file exceeded the file size limit. 3. There was an unknown error. Please contact Gainsight support if the problem continues. - Gainsight Customer Success Team " If possible, it would be nice to have a pointed failure message that we can further investigate in a more narrow path. Thanks!

When trying to set the C360 section layouts, picklist fields are not available. This prevents us from being able to set the C360 section based on the product as the customer can have multiple products. This is a must have to be able to use this function and is a big gap currently.  An alternative would be to leverage the "Products/Features" GS object as well for setting the layouts. 

Hi all, It may be beneficial to end users to receive a copy of any changes made via the Mass Edit tool for tracking purposes. When mass updating CTA's, it may be beneficial to receive an exported report of the changes made including the fields within the "Show Me:" and the filters included in the report that was mass updated.  Thanks!

Maintenance Window :   CST - Between 00:30 AM and 05:00 AM, Tuesday, 6th December 2016 UTC - Between 06:30 AM and 11:00 AM, Tuesday, 6th December 2016 IST -  Between 12:00 PM and 04:30 PM, Tuesday, 6th December 2016    Activity :  Gainsight has planned a scheduled deployment on MDA (Backend Services) as Patch Release. Rules queue will be in hold state for about 1 hours during this maintenance. Soon after the deployment, queue will resumed as normal.  Patch includes : Changes to handle cURL data load jobs to improve the scalability. Changes to support field names in Update, Upsert operation in Data load API using cURL. Addressing an issue with unsubscribe footer for CoPilot.   Queues Hold Time : 1 Hour Impact Details : PRODUCTION Environment Gainsight Application  - SFDC  :  NO IMPACT Data Ingestion Queue - MDA :  NO IMPACT Data Processor Queue - MDA :

Looking for the ability to have a rule look for "three strikes" and then trigger a new CTA. If I have a Risk CTA that gets triggered 3 times for a customer in a 6 month period, I would like to trigger a new Risk CTA that identifies the cumulative CTA pattern and suggests a new set of actions. I expect feedback to probably be "you can create a rule that widens the scope of the previous CTA criteria, and trigger the new CTA that way."  But the rule criteria for the prior CTA in mind is a bit complicated.  The prior CTA will trigger if one of more than one set of criteria is met. Is it possible to do something like: If "RISK CTA 1" created >= 3 times in Last 180 days then Create "RISK CTA 2"? Please forgive me if I am missing something obvious.

I am posting this issue on behalf of a customer who has noted that the color scheme of our sidebar tabs are making the product difficult to use. As of right now, when we pullout the sidebar, we see that the selections are in gray font on a slightly lighter gray background (see screenshot) This could be an issue for some customers and may cause the product to be difficult to use.   That being said, is there any plan in the near future to either change the color scheme so that there is more contrast between the text and the background color, or could be implement an option to modify this so that users can change this color scheme if they need to?

Posting this on behalf of Dom from Adobe Sign:  We would like the ability to link different objects to different CTA types. For example, for CTAs of type "events" we would link to add the "onboarding" object to the CTA layout, while for "expansion" CTAs we would link to link the opportunity object.  Currently, if we link specific objects to CTAs, they appear on all CTA types.  Is this planned / on the roadmap?  Thanks

Customer would like the ability to be able to remove the standard fields from activities configuration.  For example, you cannot remove "call duration" because it is a standard field. They are not using this field so it would just always show up as null. 

It would be a big time saver if we could easily filter the outreach view in Copilot to view completed vs. failed outreaches. With more than 100 scheduled outreaches, it takes a long time for us to monitor outreach execution every day. This process and our reaction time would be improved if we had the ability to filter to view failed outreach executions. 

We're interested in promoting buy-in from within our organization as well as advertising the health of our customers to executives, prospective clients, employees, and board members. In order to do this, it would be great to have our TVs around our office show (using a computer) a dynamic view of the attached Overall health score-related images, but rolled into one. We were interested in having something that combines the following information into one dynamic dashboard view similar to the first image listed here in which each company's overall score is listed, and then, every 15 seconds or so, each customer's Overall Score expands to see the health scores for each individual card like the bottom image. 

We currently have a report in C360 page that shows application usage by Department and Title, week-over-week; For those customers that have 10's, 100's of different departments using our app, the CSMs would like to quickly highlight certain departments and see their usage as seen below; However, in order to do this they first need to uncheck all the categories first. They'd like to have a button that would uncheck all of the categories so it does not need to be performed one-by-one. Please feel free to let me know if you have any questions.

Since the first or last day of the month can fall on a weekend.

I have a customer who is interested in configuring colors for more than 30 unique values within a report on a certain field. Is this on the roadmap or simply not feasible? Appreciate the feedback either way!

Team, We have run into a situation in GE where they have a lot of workflows running on the backend. There is nothing we can do to work around this situation. What happens is when we run a rule it batches the 100 and if a record is being checked out... its fails the whole batch.  It would be helpful on rules engine to give the option to select "batch size" when processing rules engine results. This would at least allow us to reduce the number of failed records if this situation were to arise. Ideally, It would be great to ONLY fail the records being checked out and not the whole batch, but not sure if thats possible. Finally, the rule results spreadsheet doesn't tell us which records or which batches failed. This makes backfilling partially runs nearly impossible.  Although this request is for GE, we are seeing this issue arise in these large Jupiter Customers. 

I noticed this morning that when I scroll down the list in Administration/CoPilot Permissions, the Group By box floats over the page as I scroll down.  Kinda hard to depict in a screenshot but  I don't know if this is new to the 5.4.3 update or not because I don't typically visit this page on a regular basis.

We would like the ability to post the comments on an action within a rule to the comments in a CTA without having to post it to chatter.  We have some CTAs that don't require a playbook, but that we do have a small informational blurb we'd like to show up on the CTA. Unfortunately, at this time, the only way to get it to show up on the CTA is to add it as a comment on the action portion of the rule.  And... the only way to make sure it shows in that comments section is if we also allow it to post to chatter.  Some of it is nothing chatter worthy and doesn't need to fill up the feed.

We are in the process of rolling out Gainsight and our CSMs are looking for a place to track their meeting minutes and follow up up on action items from customer calls. It was recommended not to use a manual CTA as this may create too much noise. Is there anything in the product roadmap that will track these more transactional details and follow ups?

I've gotten this requests from several customers, including App Annie and Splunk.  The idea is that when CSMs create manual CTAs or add manual tasks to the CTAs, the owner field should automatically be populated with the current users / owner of the CTA. Quick enhancement, but for orgs that create a lot of manual CTAs and tasks this can be a time save. 

Our regional directors use Cockpit to view CTAs for their teams as a whole. While the overall Cockpit Filter remains sticky, the "Owner" does not if they close out of Salesforce and come back in.Typically our directors will apply an overall filter for their region (which sticks) and then switch "Owner" to All Owners. When they close their Salesforce session and come back into Cockpit, the overall filter by region remains but the Owner defaults back to the director's name. 

When creating an automated CTA, we have the ability to post to Chatter/Comments - all or nothing.  We would like the ability to post only to Comments.

I've had a few customers whose CSMs are manually creating a lot of their CTAs. They've requested that CTAs auto-assign to the logged-in user and default to today's date. While this isn't a huge burden, many of them are creating 50+/day and it would save some time.

I want to send some surveys through copilot that I would only want any particular customer to receive once. I figure the simplest way to handle this is to set the "Send email once" section to an arbitrarily large number. My question is, if I do something like change the email template or powerlist that the outreach is using, will that "do not send" list get reset? Will a customer receive a second email?