Archive

It would be great to be able to customize the font of what is exported from Gainsight into a Powerpoint. Our company template has a different font in the slide master, but the Gainsight slide only export as Arial with no option to customize. This creates additional steps when finalizing our CSP before presenting to a customer.

Hello Teams! It's come to my attention that survey are not supported on mobile platforms (phone, tablets, etc...). If a survey link is followed on a phone, for example, the UI elements of the survey become cluttered and unreadable. Below is an example! Being able to take surveys on mobile platforms may well be a challenge, but it would be a very useful feature for many of our customers!  Thanks for your time, and keep up the great work! Thanks, Logan T.

It would be nice to have hyperlinks for anything that has an ID associated with is like Opportunity Number, Issue ID, etc just like you do now with the case number. That would allow us to be so much more efficient when clicking through on dashboards. 

The following updates are included in the 5.3.3 and 5.3.4 releases: The unresponsive-script warning message no longer appears while scheduling an Outreach. Survey responses are visible in the R360. Playbook email tasks do not generate truncated emails even if the CoPilot Email Template's canvas is greater than 600 pixels. Success Snapshot Export for Relationships now shows the correct customer information for the Relationship-field Tokens. All sections in the Account Widgets are displayed properly even if a sponsor has changes. Admins can now add a NULL criterion for the CSM field at Administration > UI Views > Specify Filter Criteria. A UI error no longer occurs when changing a filter, such as the CSM name, from the current user name to another user. Existing scorecards are visible now at Administration > Health Scoring > Account Scorecards > Measure and Group

It would be helpful to have the ability to create reports with the same visual elements of the Scorecard UI view. Currently there is not ability to replicate this aesthetic.

I admit I have not had an opportunity to check out the 5.0 UI yet, so I don't know if this has already been incorporated there, but it would be very helpful to have a static "Created by" name and date field on reports - in addition to "last updated by" - similar to what is avaiilable now with Rules.

We are sending emails from Copilot that first require a few rules to run. The Copilot email pulls from one of our MDA tables. Before the email can be sent, we: Load data into MDA Map Account Id to MDA Write Contact to Account Map Contact ID to MDA Send emails via CopilotWe plan on having 2-4 in a rule chain, but we would also want to have the email in Copilot happen after the rules have been completed.  Is there a way to schedule a copilot email to run at the end of a rule chain?

We have a report that lists a customer's support cases on the CS360 page, and we would love to be able to include a link directly to the case in that report.   Currently, we need to go to the Account in SFDC, navigate to the cases, and find that particular case, or search for the case in SFDC.

We have a need to pull in both surveys and 1:many emails from other locations into Gainsight to capture activities done by others within the organization. Currently, we are not able to pull off of that information (either in SF or MDA's) and load it into the Gainsight objects that we would like them to be captured in such as Survey Response. Being able to load information to these objects as well would be helpful as we are currently doing weekly manual loads as a work around 😞

We recommend you use Gainsight CoPilot to send emails when it’s part of your broader Customer Success initiatives. Typically these emails are sent to existing customers to increase adoption or gauge success. CoPilot allows you to launch automated emails from within Gainsight based on customer attributes such as health score, product usage, survey results and lifecycle stage. For more information on how to use CoPilot, review this Support article on Gainsight Go. Email marketing tools facilitate multi-step marketing campaigns (drip campaigns) targeted to prospects. Typically these are for referral programs or marketing events. For more information, check out this

Gainsight recommends that you select one person to coordinate the administration and use of CoPilot to ensure consistency in messaging to customers and to avoid over-communication.  Your Gainsight admin, CS Ops team member, or 1:many lead are all good candidates to manage the service.

Are you interested in sending NPS surveys to your customers on a rolling basis? It's possible with CoPilot and Powerlists. The Powerlist below is built on the field "Customer Lifetime in Months" and will send a survey to a customer every six months.  If you need an NPS survey, you can download directly from Vault.  Here are the criteria to create the powerlists: 1)  2)

In our Org we have CTA's that are triggered off of triggers in SFDC and when a CSM completes the CTA they manually change the status to Closed or Work in progress. The issue here is that a CSM can mark the CTA completed and if the trigger in SFDC doesn't get corrected (via our product syncing with SFDC) the CTA will be recreated the next day. I have created new workflow for the CTA status's so that we can get more visibility into the actions taken from our CSM team and ensure they are getting credit for CTA's that are actually completed (no more duplicates) as well as visibility into our accounts that have canceled based off of what actions a CSM took. The only issues I have come across is that we cannot auto update an open status to another open status via rules engine (can only be done manually via Mass Edit), and we are unable to change the Default closed status check box to any specified status (only able to select closed status). If we as adm

I propose that the Zendesk-Gainsight integration get more functionality so that if my Gainsight Customer and my Zendesk Organization are identically named, that they automatically link. My use case involves the substantial effort we already made syncing Zendesk and Salesforce. When once syncs those two applications, the Salesforce Account and the Zendesk Organization must be matched, character-for-character, and they stay in sync once matched up. Because many companies have already invested in that effort, it would be excellent to have Gainsight allow automatic linking for identically named Customers and Organizations. Without this, an administrator must link up all existing (and future) Customers to Organizations, which is not scalable and is prone to error.

My VP would like for more than 4096 characters to be available in the "Comments" field that appears in the C360's Summary section. We want our CSMs to be able to do total brain-dumps into that section, and copy-pasting elaborate customer needs & their justifications makes it entirely possible to jump over the character limit.

Is this on the product roadmap to allow Zendesk Tickets to be linked to CTA reasons other than Risks?  Currently you can only link the tickets to Risk CTAs.  We have a customer that submitted a ticket that is asking if this will be in a future release to link to ANY CTAs

Is there a way to send a preview distribution from the template? Right now, I create/modify the template and go to my test outreach and send myself a preview from there. Is there a way to send it from the template editor?

Customer request: Can we consider ways to make it easier to submit bugs or peculiar screen behavior without leaving the product and going to another site/tab? 

Instead of creating a heat map according to every cell in the table - it would be great to have ability of switching heat map on per-row basis. So RGB color (or any other) scheme would be created based on each row separately Ranking - ability to show Top X summarized by one dimension only, ignoring the second dimension Sorting - ability to sort descending or ascending but only summarizing by one dimension, same as ranking above Paging and/or vertical and horizontal scroll bars when working with larger volumes of data and wanting to see everything in one table, even if it means user must scroll down/up or select next page Resolve this problem

A customer I'm working with asked about the most valuable aspects of Gainsight for use by a high-touch CSM (for this example let's say less than 10 customers).  Do you agree with the list below?  Anything you'd add that your higher touch CSMs use in Gainsight to drive the best customer experience? Creating joint customer account plans in Success Plans to document goals & progress towards achieving them throughout the year  Using Success Snapshots to export plans to your corporate branded PowerPoint templates to save time prepping slides, share with customer, or in some cases to use the Success Plan screen live in regular meetings with customers for updating progress Capturing internal Success Plans for goals that aren't shared with customers but rather internal targets for the year and building reports on achieving MBOs/KPIs which streamlin

The behavior of drag and drop a filed vs. click to add a field is different in Data Spaces than it is in Rules and Reports. Would be good to standardize on one. Sometimes if the scroll bar appears in the field selection it can impede the ability to click to add a field Would be helpful to have 'Collapse all' and 'Expand all' options Need some method to display the Data Space filters when it's being used on Rules and in Reports - otherwise the results are really confusing

When in the Cockpit, it would be great if when you hovered over a customer name there was a pop up with info the admin specifies to show up for customers.  Similar to SFDC pop up summaries when hovering over an account.  CSMs can click into a customer to get to the c360, but it would be nice if there was some information that popped up about the customer in order to give them relevant information and keep them in the cockpit.   A specific need is related look up fields for other internal employees.  When a CSM gets a CTA but might want to assign a task to another employee they have to go back to the SFDC account page to find out who the employee is as we do not have room for all account fields on the C360.

Currently when using the Summarize by Quarter feature in Report Builder, only 5 quarters will be shown within the report. This view could be improved by showing an expanded amount of quarters to give a wider view of the data present.

For use cases where a report needs to compare data from a historical time period AND where the time period is dynamic.  For example: I want to compare the number of 'at risk' customers currently to how many there were 90 days ago.  Currently I can manually set the custom date filter, but if I want the report to be dynamic, I cannot do this. If there was an option to set a date filter for "[i]N number of weeks/months ago" this could dynamically pull a look back to a specific week or month in time.

Is there a way (without having to create Rules) to have specific "Milestones" created from specific CTAs log with specific Milestone Names in the C360 Customer History? E.G. For the "Auto CTA: Q3 2016 QBR" if a CSM marks it closed success clicks on the icon to log a Milestone, can it auto map to "Milestone" in the C360 Customer History instead of saying "Event Created"