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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 a

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

It would be nice if we had the ability to assign CTAs to the manager of a User by looking into the User data for that person for Salesforce and assigning it to their manager. This would help with closed loop with surveys. 

I have a customer that would like to have the option to turn data points on for line graphs. 

When I enhance the product I want to be able to email my users to let them know the great news! How can I do this?

In Copilot there are four recipient type options All Contacts from Filtered Account Contact Strategy User Strategy Email StrategyIn what circumstanes are options 2 through 4 used ? Searching for these terms on Product Documentation returns this article below but it doesnt actually say how they would be used https://support.gainsight.com/Product_Documentation/CoPilot_and_Automated_Email/Examples_and_Tutoria... Any guidance greatly appreciated Ian

Hi All We are working on sending out automated survey emails via CoPilot triggered by a CTA type and reason to the users associated to that CTA. One example is Training. We want to create a powerlist to send this email out when the training CTA is closed to the users that were on the training.  Currently we cannot pull the associated contacts in the powerlist criteria - Bugger! so this would be a HUGE product enhancement I believe to automate the copilot outreaches not just for training but even QBR meetings and so on to the particular target audience. The meeting takes place on gotomeeting. Ideally I would love for that attendee list to get populated in the power list but not sure how. Anyway you get the gist! Any help here would be great because currently our only solution is to add a Training Date field under Contacts object within SFDC so that when a CSM conducts the training they update that

Hello, one of our customers was complaining he is having difficulties responding to our survey (transactional) using JAWS software (I think this would be valid for all software for visually impaired people). The problems are following: ********************************** For questions that contains a rating from  1-10 I have the following issues: 1. Navigating using the keyboard skips over the radio buttons.  The arrow navigation moves from reading one question to the next but does not move into the radio button so that I can select my choice. 2.  When using the mouse it selects the entire row of radio button as if it was one object.  I cannot select the individual radio button. ********************************** I know you probably cannot do anything with it right now, but please take this into consideration when designing the surveys. Thank yo

Has anyone else had problems in the new UI with the Co-Pilot tab disappearing, requiring you to have to go and re-add the tab in SFDC?  Happening to us it seems several times a week. Our SFDC admin pointed me to this known issue with SFDC https://success.salesforce.com/answers?id=90630000000gwtrAAA but just curious if it's being seen elsewhere and, if so, if Gainsight has any way of working with SFDC to try and rectify.

The sticky filter in the Rules Engine search function is fantastic!  Can we get this extended to Co-Pilot as well?

We currently have 90 Outreaches scheduled for 6AM.  On average about 100 emails are sent and it takes about 1 hour each day.  We would like to send the same 90 Outreaches in 4 additional languages.  Currently in Gainsight this will require us to create 360 new Outreaches.  This is really only to send the same 100 emails but in localized language.  We are concerned that the emails will now take 5 hours to send.  Are there any tricks to minimize the total time it takes for all Outreaches to run and send all emails. Examples: - Will scheduling 1 minute apart help (not sure if this is even allowed... might be 30 minute increments)? - Is it reliable to schedule a Power List refresh at an earlier time and then don't refresh Power List with Outreach run?

Would like to have the ability to create a relationship 360 export similiar to Customer level that exits.  All of our data is stored at relationship level, and critical to be able to do so. 

We view the Features Section as an important piece of our use of Gainsight that will help us to drive up-sell/cross-sell of our products. There are two things that I wish the Feature Section of the C360 page did differently: First, Editable headers. I Know that this section is pretty much "out of the box" and there isn't really much customization available to this component, but for a non SaaS company, some of the the "Licensed" and "Enabled" headers don't make that much sense. It would be great if these headers were editable. How difficult would it be to add some more functionality to the setup of this section? Second, I've setup rules to bring in data into Features Section and added an @[tag] in the comments field of the Action of the rule. When I run the rule, the data being brought in from the @[tag] populates the comments field of the Features Section. The only problem is sometimes there are multiple pieces of data being pulled in and there's no real way to sep

The scheduler of Outreach allows you to send emails only on business days, but what happens to the contacts that meet the criteria on the weekend?  If the Power List refreshes everyday, then contacts who meet the criteria on the weekend would not be sent messages scheduled for Monday morning (when the power list ran and contacts no longer matched criteria).

I would like to see all the people that clicked on the links in one of the Outreaches we've sent out for the past several months, but since I can only see 3 months worth of data, it's not possible. 

Is there a limit to how many emails can be sent through the rules engine that are marked as Operational?  I was told there wasn't and then when looking through the documentation it says there is a limit of 1000. Send Email via the Rules Engine You can also send emails directly via the rules engine using the Send Email action (this option does not utilize CoPilot). However, CoPilot is specifically built for customer communication and is easier to configure for most use cases. The rules engine covers a broad array of uses, including sending emails, data movement and updating scores. We recommend that you use the rules engine to send email only for the following three use cases: 1.You need to leverage Salesforce email templates instead of Gainsight’s email templa

Would be nice to have the CTA Closed Date appear on the CTA Details so that if you are doing triage or going to investigate something, you don't have to consult a report to see the date the CTA was closed.  Crude mockup below

This is on behalf of customer. As of now we do not have an option to notify CSM on the outreach result notification email and hence CSM cannot know whether the email address is bounced or rejected. This does not allow the CSM to know that they need to correct the customer's email address. Can we provide an option to cc the outreach result notification.

It would be really helpful to have Link Text as a field available in the Email Raw Details. I do analysis to see what clients react to within the email and sometimes the URL displayed isn't obviously distinctive. Thanks!

A few customers have noted that the C360 section in the mobile app is really the Customers list. Is there consideration to update the section label from C360 to Customers? 

We are using Copilot to automatically email a survey to customers when support tickets are closed. The email template includes a tag to display the support ticket number. However, when reviewing survey responses, we cannot see the support ticket number. Is there a way to include the support ticket number on the survey itself?

SUMMARY On Friday, September 9th, a bug was introduced which caused filters in CoPilot Power Lists and Rules to be ignored. When using "contains" or "does not contain" as a phrase operator in a filter, the filter was ignored which will caused the query to return the wrong results. You will not see any failures because the Power List and Rule did run successfully, however did not return expected results due to the filter being ignored.  FIX On Wednesday, September 14, a patch was pushed to address this issue.  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.

We need a better way to handle scheduling and view large amount of outreaches. Right now it is cumbersome and takes a long time to view these in the UI