Archive

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?

What are the most creative CoPilot communications you have sent? What were the use cases? What was the response from these messages?  I've been thinking that there are many use cases for CoPilot especially in mid and high touch models that some great champions have dreamed up (whether or not you've implemented them) and I would love to hear your ideas. Thanks in advance!

Many customers are interested in hearing from others what types of messages they are sending to their customers via CoPilot, in an effort to proactively reach contacts with a tech touch approach. Information on upcoming events such as conferences, webinars or training sessions, educational content in the form of blogs or articles. What else? And how do you determine what recipients to target and how many outreaches are too many?  Please share your insight and experiences!

It is my understanding that when we have an email task in a playbook, the email is sent using the email address of the logged in user that sends the email. That being said, is there any plan for us to have the ability to edit the "From" email in an email task? The idea here is that a user may want to send off the email but may not necessarily want it to look like it is coming from their address that is tied to Salesforce.

Currently it is not possible to view or manually run the job that populates the data for "Relationship Scorecard Snapshot". Giving this ability to users would give them more control over this data and how it displays.

Can we add an out-of-the-box way to make a Timeline "log a meeting" activity a Milestone -- perhaps on the custom activity layout?   It would be helpful to be able to manually capture milestones here -- especially if a user is going to document activity here instead of a manual CTA where they already have a milestone option.   (Once all Milestones are part of the Timeline view, it will be great to filter on them like we can under the Usage/Engagement section of C360 today)

I am working with a customer who is trying to add a hyperlink to comments for a CTA. They are trying to (for example) take the base url https://na2.salesforce.com/ and then add a token for Case ID which should take the user directly to the case in SFDC.  Whats odd about this, is that it works sometimes. However, in other situations it completely formats the url wrong and then freezes the page. You cannot do anything until you remove the URL and then you can start working with the rule again.  My feed back engineering is that hyperlinks are not supported and this needs to be a feature request and not a bug.  

Our CSMs started using GS and we got one main important feedback - We need the ability to group and sort the CTAs in the Cockpit by our custom fields. Ex: we want to group the CTAs by packages/ we want to group the CTAs by Renewal Date. Right now we are trying to figure out what is the best way to be on top of all CTAs in GS and manage our accounts and we are limited because we don't have the option to group and sort by fields that are important in our business/reflects our KPIs.

The filter in the S3 execution logs filters only in the 10 logs of that page(which can be misleading sometimes). We should be able to create a filtering system which should allow user to filter based on the subject area(probably from drop down), status(success or failure) and the date range. This way we can filter out from all the S3 execution logs of all the pages. Also, we are not able to see the total number of log pages at once. 

As of now we are allowed to add email address that should receive all Cockpit emails as Bcc from Administration -> Email configuration -> Compliance page.  But we are unable to remove this email address. Can we have this option to remove the email address that has been added here.

On November 29, Gainsight will release a lot of important product enhancements. We’re also hosting a live demonstration of the new functionality on Dec. 1 from 8:30am - 10:00am Pacific -- click here for more details and to sign up! (The webinar is primarily for Gainsight Admins, although others are welcome.) Starting with November’s release, we’re changing how we upgrade Sandbox environments. This week we’ll upgrade Sandbox orgs with a beta release version prior to the final release. Click here for more information. Here’s a sneak peek at some of the enhancements included in the November release: Custom Cockpit List Views: users can save their favorite filtered views of CTAs in Cockpit Survey & CoPilot enhancements make it easier to close the 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, meeting

Our teams have recently starting taking advantage of the Email Notifications section. They've noticed though that when they try to click the link to the CTA or the account in the email, it takes them to a SF sign in page. We use OKTA, and so, we don't know our user names and passwords, so they are unable to log in. It would be great if there were a way to configure the emails so that those links were clickable without the log in prompt. I know it's probably not possible given the OKTA in between, but thought it was worth mentioning.

In our Salesforce instance - Contact records has two types of Account references. When We build List using Data Usage as source, it is pulling contacts related to Account using OOTB field. We would like to request enhancement wherein List Builder will allow us to choose different Contact Lookup for "All Contacts from Filtered Account" option.

Would be great if you could assign the layout and configure it in the same location instead of having to go to two places.

When the preview rule option was added (which I love!), this seems to have eliminated the ability to edit a rule from within a rule chain (unless I'm overlooking it?) Would be nice to either add an Edit Rule option from within the Rule chain itself.... or from within the Preview screen 

If you have a Sandbox org and it was upgraded with an early version of our November (5.4) release, you can submit feedback and ask questions in the new "Early Release/Sandbox Feedback" category here in the Community.  Production orgs will be upgraded to the November (5.4) release on November 29, unless your organization opts out of automatic upgrades.

I'm exploring the new C360 Timeline feature in a demo org, and I have some minor UI feedback and questions. Some of these might be bugs that will be fixed, so I apologize if they're already being addressed. 1) The menu of activity types is currently labeled "Select options". This seems more like a Filter, than an option, and is comparable to the Vault assets filter on the Vault tab. Perhaps we should call it a Filter and/or use the filter icon? 2) When I create a new activity, the window is stuck in the lower half of the screen. (I can slide it right and left, but not upwards.) This makes it a little awkward to fill out the fields in the bottom right of the window. 3) The activity duration field is not intuitive. The increase/decrease button is so far to the right and so small, that I didn't see it at first. I entered "2 hrs," which the system allows me to do, but the alpha characters then render the increase/decrease button useless.  4) While I understand what is meant

When assigning survey permissions by role it would be nice to be able to search the role, or support a larger number of roles in the UI.

Hi. As we want to send surveys triggered on a list created dynamically, we tried to configure a survey to be sent by Copilot Email Service. However this option is blocked, as you can see bellow: https://mail.google.com/mail/u/0/?ui=2&ik=0b0d5852f4&view=fimg&th=1539eed76d8ed047&attid=0.1&disp=emb&realattid=ii_im3kivbs0_1539ee9c6adb2e31&attbid=ANGjdJ-r7m-653_En0dyPR4rF0m3CReDADzeQDRc5XM4SF23JZAruMkjp9JboL-cIGi943KmBcMVMqxsDt6sgHUdJeDEKJQCK3ZaUVpLSeyAgA6PPO-uJwSLOZ29A2k&sz=w908-h410&ats=1458667245762&rm=1539eed76d8ed047&zw&atsh=1 ​ How can we solve this?

It would be awesome to be able to create a tabular chart in reporting and see a sum at the top of the column(s). And/Or allow us to show subtotals and grand totals like you can in SF. It would also be wonderful to have the ability to create calculated fields right on the chart like % of cases open per month, etc. 

It would be beneficial to have the ability to have CTAs triggered whenever an email that was sent by Gainsight is either bounced or rejected. This would be easier to achieve with the ability to lookup CSM attributes from the Email Raw Event MDA table.

I recently came across a use case where a customer is interested in assigning playbook tasks to an opportunity team member based on the opportunity team member's role. I'd like to learn more about similar use cases where it would be helpful to assign a playbook task at a level other than account & customer info to determine interest in this enhancement.

Administration > Operations > Data Management > [Select the object] > Dependencies  Under Rules -  1) Currently, we can see all rules that sources data from the object selected. But, there is no distinguisher for an active/inactive rule. We will have to go back to report builder and check whether that rule is still active or not. I feel, enabling an option in Data management (Dependencies - Rules) like we already have in report builder to quickly look the active/inactive rules will give a real value to Object dependency tracking feature. 2) Dependency shows rules on source object but not on loading part. If we are able to display rules loading into the selected object (along with rules that are sourcing data from the selected object) under dependency will enhance the feature and will have complete information of the object at one single place.

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.

Does anyone have automatic scores set up based on CoPilot analytics?  If so, what logic are you using? I'm curious to see what others have done.