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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

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 I'm building a Data Space fro

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 8:30-10:00 AM PT -- Relationships Overview -- Register In this webinar, we'll review when/if your org should use Relationships, how to configure Relationship Types and the Relationship360, as well as how Relationship Types work with CoPilot, Surveys, Playbooks, Success Plans, and more. September 21 at 9:00-9:45 AM PT -- Customer Best Practices for

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 support@gainsight.com. UPDATE Wednesday, September 14 : A patch has been pushed to address this issue. Thank you for your patience as we worked through this.

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?

CS360 Summary shows the Active Product Line(s) and then only displays information on 2 rows, though there appears to be space within the tile to support at least 1 if not 2 more rows

SUMMARY On Monday, September 26th we're tracking an outage with Gainsight Email Service. Our upstream mail service provider, Sendgrid is experiencing issues which will impact emails being sent through Gainsight Email Service. CoPilot outreaches and Rules Engine emails including success/failure notifications are routed through this service. The impact of this outage could be email failures.  Sendgrid is aware of this issue and they are working to resolve this as soon as possible. A timeline is not available at this time.  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. UPDATE Monday, September 26 12:06 PM CST: Sendgrid has resolved this issue. From the Gainsight side, Outreaches were blocked while Sendgrid worked to push out a fix. Now that the fix has been pushed, we've resumed Outreaches. Outre

Are there plans to make certain scores uneditable by end users?  We have scores that are automatically calculated which should not be manually touched by end users...but we've had some folks do it anyway.  Yes we have educated them, but it should would help to be able to "lock" certain scores while leaving others (i.e. Sentiment or Subjective) editable. I searched for this in community and didn't find so apologies if this is a duplicate.

A customer I am working with is interested in the option within Survey --> Analyze --> View details and Follow up to wrap text, especially comment text, for easy viewing of survey response information. I'd like to learn more about interest in this request.

The ability to add custom fields to the Email Logs report in analytics is very helpful. I also need similar manipulation with the Email Raw Events. Are there any plans to add the ability to edit there? I've tried adding this as a data space, but the Email Raw Events table doesn't seem to be visible.

How's the product roadmap looking for Power Lists based on Data Spaces (that aren't Relationship-based)? I would like to set up a Power List to email all the folks who are detractors on our most recent NPS survey. In order to do that, I need to use a Data Space on the 'NPSSurvey Response' object, in order to hop to 'Survey Participant' to hop to 'Contact', so I can grab the respondent's first name for a token in the email template. (The 'User Name' field in 'NPSSurvey Response' is the respondent's first & last name, or their email address, which isn't colloquial enough for an email that will look like it's coming from our VP of Success.) Instead, I'm going to use a Rule based on the Data Space to generate CTAs with a Playbook that includes just one Email-type Task. Then I will log into Salesforce as our Vice President -- which I can do since I'm a Salesforce Admin -- and manually send each of those emails. Wonky workaround, and not scalable to large numbers of customers, which br

Received an interesting request via the Support channel to have the comments for a CTA essentially pasted, or posted, to chatter once the particular CTA is closed - not to be confused with posting comments on CTAs to chatter. To clarify, user wants to automatically copy the enabled Comments section to Chatter, not have the users post to chatter from the CTA. They are using a report of CTA data that includes the Comments field as an account history and wanting to mirror that data into chatter for the Sales Rep to see. Have other users found a way to accomplish this? Thanks!

We have a particular playbook where we want to assign one task to the manager of the account owner. Our "Account Owner's Manager" field is a formula based on the user. This would be beneficial. 

Maintenance Window :    CST - Between 12:00 AM and 06:00 AM, Thursday 22nd September, 2016   UTC - Between 05:00 AM and 11:00 AM, Thursday 22nd  September, 2016 IST -  Between 10:30 AM and 04:30 PM, Thursday 22nd  September, 2016   Activity :  Gainsight has planned a scheduled deployment on MDA (Backend Infrastructure) as Major  Release. During this maintenance Rules and Data processor queues  will be in hold state for about 2 Hour.  This deployment includes changes in MDA to support feature updates coming as part of GAINSIGHT SFDC V5.3  and few bug fixes.  Scorecard 2.0 Enhancements Vault - Global Search and new actions support in Rules Export Dashboard Services Reports - Users can email Gainsight Home Dashboards as a PPT using the Export option CoPilot - Track clicks on hyperlinks in an email using an Outreach   Queues Hold Ti

Thank you to Joanne and Jessica from Peak 10 for hosting a webinar on leveraging CoPilot and Cockpit today! If you missed it, you can watch the recording here.  [i]We'd love to hear from you - how have you leveraged CoPilot and Cockpit? What lessons have your learned? Does your whole team use Copilot or just one admin? What use cases generate the highest click-through rates? Any formatting tricks? 

Not sure if this is currently possible, but I'd like to trigger a CTA if a customer clicks on the link of an email via Copilot. The goal is to create a CTA from the most interested customers who are clicking the link for more information. Is that possible today? If not, is it on the roadmap? Thanks. Oz