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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

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 i

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 dat

When customer is marked as Lost, there should be an option to close all open CTA's. Currently this is possible via Rule, but it will require you to create a rule for every CTA Type + Reason combination. This makes it practically impossible. It will be great if you can have an option to define this for all CTA Reasons.

Since SFDC has its own Home tab/page, perhaps for clarity, the Sharing Settings page should say "Gainsight Home" or "Gainsight Home Page" instead of just "Home Page."

Please buy a round of drinks for the team who built Data Spaces -- they make [i]so much possible that was out of reach before. In just this first week of using them, I've had reason to build them for NPS Survey Responses, Opportunity Field History, CTAs, and Opportunity Products. There are some things I'm discovering would make them work even better: 'Favorite' fields: I find myself adding the same Account and Customer Info fields to every data space, since they hold info about the customer's type, tier, products, contract dates, and health. It would be great for these to always be more readily available. There are many ways to skin that cat, such as: making them always available in the Report/Rule/etc. when there's an Account ID in the Data Space; or making them appear at the top of the Data Space builder's list of fields; or putting them in a collapsed section within the Data Space builder's list of fields with an "Add All" button

When you are in the edit mode for an email template or a power list or an outreach, it requires 2 clicks to get back to the list of templates/outreaches/power lists. In Report Builder, we have a link to the Repository that's always visible when you're editing/creating a report. It'd be nice if the 1-click to return to your list view was available across modules.

We've got a great schedule of Gainsight product and Customer Success webinar topics planned for September! Details below: September 7 at 9:00-9:45 AM PT -- Building ROI of Customer Success Dashboards -- Register Join our Gainsight Admin as he goes through the theory and configuration behind "ROI of Customer Success" dashboards in Gainsight. September 14 at 9:00-9:45 AM PT -- Survey Reporting Using Data Spaces -- Register Join our Surveys product manager for a deep dive on how Admins can utilize Data Spaces to more easily and effectively build reports on Survey and NPS data in Gainsight. **September 15 at

I see that with the latest release, or maybe before, you can flag emails as operational and they will bypass some opt out preferences.  Is it possible to use this feature in Copilot?  I can only find instructions on how to use it in the rules engine.  I'm honestly a little confused why you would use the rules engine to send an email also but how do I use that feature in Copilot?

Currently when you create a followup from an outreach the followup can look at the Batch Name of the original outreach to gather a list of those that need a followup. Unfortunately this list is not dynamic because it will always look back at the original outreach and continue to send emails to those that have actually "opened the email" or "clicked the link" because the followup is where the customer clicked the link or opened the email not the original outreach. In essence to get what I want currently I would have to create a followup of the followup every day which is not feasible and very unrealistic to manage. Currently the followup to me is only seen as a one time deal. 

We have several scorecard metrics that are updated automatically that, on occasion, our CSM find a need to manually update. For instance, the number of support cases. The rule is set that under 10 cases is green. But if the customer is unhappy with case resolution, even if the number is low, our CSM will set it to red. The issue is, next time the rules are run, they override the manual edit.  Can we get the ability to have the rule check for a manual update, and if there has one been done in say the last week, it skips the update this time? Thank you. Trevor

SUMMARY We are currently investigating reports of CoPilot Power Lists and Rules not returning expected results when using "contains" or "does not contain" as a phrase operator in filters because the filter is ignored.  Rules: As a work-around, move the filter using "contains" or "does not contain" from the Setup Page section to the action section.  CoPilot Power List: As a work-around, remove filters using "contains" or "does not contain".  NEXT STEPS Gainsight is working to fix this issue and push out a patch release as soon as the patch has gone through QA.  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 suppo

Use Case: Customer A has a green health score but is scheduled to churn.  Upon any field update implemented via a rule, update the overall health score to “NA” and retain all the individual health scores that make up the overall score. This functionality would provide our CSMs with a more accurate health view of the customer just as they are about to churn.

We are creating a JO outreach that fires to our CSMs each week when CTAs are overdue. However, if a CSM has four overdue CTA's, we don't want to overflow their inbox with 4 emails. We'd like a mechanism to allow us to bundle the overdue CTA information into one email to the CSM where the four CTAs are listed. 

We are trying to use the Relationship Sponsor Tracking functionality but are coming across a problem ... There is no way to input a LinkedIn URL unless you have contacts associated to the relationship group(see attached example) We have also encountered this issue on a client level. There is no way to input a URL without clicking the track button beside a client (see attached). You need to click into the Track button beside a user and then search for a URL. The process is not very intuitive or user friendly. Is it possible to get a search option put in for both scenarios??

Is Gainsight planning on providing the option to display the  Sponsor Tracking section into the Account Widget?