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My CSMs have manual CTAs that they would like to schedule quarterly.  They are unique enough that I would not create a rule for them.  Currently, they get around this by setting the manual CTA to reoccur every 91 days.  However, it would be great to have a quarterly option built into the recurring manual CTA feature. 

I have had quite a few customers give me the following use case as an enhancement for Account Scorecard 2.0.  Use Case: Customer has a natural lifecycle with their customers around certain things like usage data and support tickets. For example, usage data for an app development company might be very low in the beginning as they are building out the app, but that naturally rises as they roll the apps out. Support tickets are the primary indicator of health in that stage. As usage data naturally rises, things like # of support cases becomes less of an indicator overall health.  Ask: The customer would like to be able to weight the scorecard based on (for example) something like Stage. This would allow them to be able to track the things that are important about their customers, but at the right time they need to track it.  Shoot me a note with any questions about this. 

hmmm - can't see tags on this anywhere -

Your Gainsight environment is upgraded to the October release. For more information, please review our detailed release notes and associated support articles. On Tuesday, October 11, we’re hosting a live demonstration of the new functionality from 9am - 10amPacific -- click here to sign up! If you can’t attend, register anyway, and we’ll email you the recording. This release contains a variety of product enhancements, including: Configure scoring and weighting exceptions in Relationship Scorecards Distinguish between manual and automated measures in Account Scorecards and use standardized methods for updating scores Use Unified Connectors to define multiple Mixpanel connections with an improved UI and flexibility to define the MDA object Setup automated mapping of Zendesk organizations to Salesforce Accounts within Gainsight Salesforce Sharing Settings are honored in Gainsight, enabling user-specific report and data sharing Create a CoPilot Power

SUMMARY We are currently investigating reports of CoPilot Power Lists and Outreaches failing where the email id's contain special characters.   FOR MORE INFORMATION Please subscribe to this article for regular updates until the issue is resolved. If you have questions about this issue, please open a ticket with us by sending a note to support@gainsight.com.

It would be great if we could view tabular reports in a summary format just like Salesforce and be able to group the data i.e. group by account to see all cases associated with each account and then when I click on the Last modified date to filter by most recent I still see my data grouped by accounts and all jumbled because it is giving me the most recent regardless of account name. 

We're excited to share our monthly Vault Update! New Search Functionality With the new release, you can now search across all folders for Assets! New Vault Assets We've released 30 new Vault Assets, including a series of Assets to gauge customer email engagement (available on our 1:Many Communication folder): A set of Rules to set a Scorecard based on Email Engagement Rules to create a CTA for low email engagement & high email engagement Playbook for steps to follow when copilot emails to key contacts bounce Vault Spotlight: Tracking ROI of Customer Success Check out our blog post on Tracking ROI of Customer Success. A complete list of the supporting Vault Assets is included at the bottom of the blog. Highlights include: Closed Renewals Associated with a CSM “Save” -- illustrates how CS contributes to customer retention Closed Upsells Attributed to CSMs -- illustrates how CS expan

It would be nice to be able to create the body of an email directly from within the Rules Engine Setup Action screen, without having to create an actual template in JO.My use case here is to be able to send email notifications to our CSOps team whenever  particular conditions exist, i.e. an account has gone into Boarding status without certain key fields populated.   These would simply be backend notifications for the CSOps team and don't necessarily require being formatted a certain way in an HTML template.I see this working in a similar capacity to Email Tasks in Cockpit (except without the pre-defined template), where I receive a pop-up window where I can enter text for the email.         

I need to be able to create segmented lists (customer lists and scorecard views) based on certain criteria.  To do this I need the ability to filter our where the value is null/not null, as I can in Reports 2.0.  Currently I do not see the option to do this for UI views.  Any ideas how I can achieve this? 

From the Gainsight Dashboards, we pull reports on various non-GS objects.  For example, I have a report of all open cases filtered by CSM.  It would be nice to be able to click to that Case record right from the report rather than going into the 360 page and clicking on the action icon.  Having the "Action" that is available from reports on the 360 available on the reports in dashboard would be IDEAL. 

It would be great if sorting (by date for example) was allowed in reports created in the UI.  We have to create some of our reports that are used on the Customer 360 via the UI so that there is a link to open that exact record (activities for example).  It would be great if we were able to sort the UI view so that it automatically showed newest on top, just like how Salesforce Related Lists work.  

Co-Pilot will be used in our organization by Admins and individual account managers.  We want to create "Rules of Engagement" that cover standard operating processes.  Has anyone done this?

I have more and more customers who are utilizing the Account Widget.  They love the functionality, however one feature that seems to be missing is the ability to display MDA-sourced reports on the Account Widget.  As more and more customers push data to MDA, I think this would be a great feature to have. Is this something that has been considered or potentially is on the roadmap already?  Could you also explain the current limitation behind this? Thanks!

We have a use case where CSMs are receiving outreaches for their customers that have usage reports embedded into it.  The CSM reviews the report and forwards to their customer.  We have found that using Apple mail on an Iphone (and also Outlook 2011) is sending the wrong reports when the email is forwarded.   For example, the CSM reviews an email for Customer 1, then reviews an email for Customer 2, and then reviews the email for Customer 3.  They forward the email for Customer 3 to the customer.  The customer then receives the email and the reports in the outreach are wrong.  The reports contain the data for the previous 2 customers that the CSM had just reviewed these emails.  Seems like Apple mail is caching the previous reports when you forward the subsequent emails. If you view the emails on a computer, or gmail on a phone, they work just fine, and do not cause any errors when forwarded.  Also, if you receive a copy of the email using the

It was called to my attention today that it is expected behavior that spreadsheets being delivered to customers off of the "send successful emails too" option differ from manual rule runs. It appears that is does show you failed records, but it doesn't show you which records passed successfully.  Customer would like to see the same spreadsheet being delivered regardless of whether or not it is being kicked off from a manual rule run or a scheduled run. 

I'd love to get a discussion going on the types of standard, OTB tokens Gainsight could add to give value to creating names or comments.  One thing I can think of a "Today()" type token, where you could enter in the rule run date into the name of the CTA: No Contact with customer in last 60 days as of "Today()" Please post chatter update on project, week ending "Today() +7"Anyone else have some standard tokens that aren't necessarily things you can easily add to the SHOW field?

Question - Best way to create a powerlist on contacts that attend a Go To Meeting Training. To be able to send a survey to those users via copilot and have their responses tracked under their associated accounts. Scenario - User registers to our training and this information is stored in Go To Training. Once the GTT is completed a list of attended and not attended recipients with their email and company name spits out. Currently this is sitting in GTT and occasionally for analysis this is exported in excel or shared on google drive. Im trying to start a convo on best practices for scenarios like this or how GS internally has a process of having a webinar with attendees they send surveys to and track the responses. Or any other suggestions are more than welcome. This is our next big project on how best to utilise the amazing feature of Co-pilot and surveys the best way possible. Thanks Naquiyah

We use Chatter a ton at Gainsight for updates and post generally to the Account so that the info is easily seen and reviewed by many.  I think it would be really helpful to be able to quickly filter down to the appropriate hash tag that Gainsight auto-prefixes the post for.  What do you think?

Currently, you need to select that "Account ref fields" when creating a C360 section. This field already existing within the report. I'm proposing that the C360 section leverages the reference field outlined in the report allowing more versatility in regards to the reports that can be leveraged in 1 C360 section.  For example, we have customers that have both cases that they created as well as cases that are "Related To" their account. Currently, we have to have both a "Cases: Account" and "Cases: Realted to Account" section to house the reports. If the section simply used the reference field within the report, we would be able to combine all the case reports into one allowing the C360 page to be more user friendly. 

We are continuing to add new playbooks regularly to help provide guidance on how to work both internally and with the customer to achieve various objectives. As the list of Playbooks continues to grow, it has become cumbersome to add a CTA, look through a list of titles only for the playbook, click on it to review the tasks, and then continue to search if it isn't the right one. Given the amount of additional information that is within the 'Playbook' section of Cockpit, it would be helpful to be able to search there for the appropriate playbook and then have a button to "Create CTA" off of it. 

There are several things CSMs do manually (via copy and paste from GonG) for every EBR. It would be great to automate the export of these pages: Scorecard review Top 5 features used Table of G/L/Y/R users by name and # of Cockpit & Page views Adoption trends by usage graphsAs we think of developing this further, here are several ideas that could help drive adoption/provide helpful insight: In the scorecard, differentiate between 'Red' users that are actually not full users (e.g., Sales/Support/Marketing folks).  If we could see users by type and then have a habits score that pertains to how we expect them to use Gainsight. Some customers are looking to implement specific GS features (e.g., Gsnap) and want to see who from the team is adopting that particular feature Ability to know when a CSM was on Holiday/PTO and don't have that adversely affect his/her 'habits score' (you'd be surprised how sensitive they are to it :))

Hi Gainsters - Moving forward, we should always check with a Community post author before merging their post with another. Let me know if you have any questions on this.

I'm having a tough time when trying to add comments to the Scorecard -- the pen "edit" idon comes up when you hover over it, but you can't click that to enable editing, you have to click in the box. And the box kind od goes blue when you're editing, but at least on my screen I can't really see it so I've had many times when I thought I was typing a whole update and I wasn't actually typing in the box. Also, it would be great it there could be a timestamp on the comment sections (of the overall health score as well as the scorecar cards), like there is with the health rating, so you can get a sense of the last time that comment was updated. I've trained my team to enter the date before each update but I'm sure there are times when they forget to do that. Thanks!

When sending emails through the Rules Engine, currently a token has to be present within the text version of a SFDC Email Template for the Rules Engine to recognize it fas an option for Field Mapping. This functionality should be expanded to include tokens that are only present within the HTML versions of SFDC Email Templates. This would offer more flexibility when using templates with tokens that are part of embedded links.

On October 6, Gainsight will release a variety of product enhancements. We’re also hosting a live demonstration of the new functionality on Tuesday October 11 at 9am Pacific -- click here for more details and to sign up! Here’s a sneak peek at the enhancements included in the October release: Configure scoring and weighting exceptions in Relationship Scorecards Distinguish between manual and automated measures in Account Scorecards and standardized methods for updating scores Use Unified Connectors to define multiple Mixpanel connections with an improved UI and flexibility to define the MDA object Setup automated mapping of Zendesk organizations to Salesforce Accounts within Gainsight Salesforce Sharing Settings are honored in Gainsight, enabling user-specific report and data sharing Create a CoPilot Power List using an Account Data Space Send Operational Emails from CoPilot without the unsubscribe link, and to previously unsubscribed co