Archive

It would be beneficial to be able to schedule a recurring outreach on the "Last Day of the Month" in Copilot. Since each month has a different number of days, a month-end email cannot be easily scheduled using the existing options based on numeric day of the month (my assumption being that choosing 31st would skip months with 28, 30 days) or weekday (last Monday of the month could be up to a week before month-end).

I've noted a use case where an owner field's lookup = User,Queue. The customer would like to set a filter for that field to = current user within a report.  I'd like to suggest that Queue look ups be added to the roadmap.

Hi,  Is there a limit of email templates and outreaches I can create at Gainsight? I didn't find this information in the software.. thank you

So we have some reports on the Dashboard which have more columns than can be displayed on the default screen width. The report will attempt to shrink the column widths of each column but then: a) Column titles cant be read b) There are still some columns that are "off-screen" But no horizontal scrollbar appears Can this be added please ? Thanks

I recently had a customer give me feedback about how it would make his life easier if it were possible to automatically configure more fields besides just CSM on the Administration page (screenshot below for reference).  Has adding more objects here ever been under consideration (I searched previous posts on Community and came up empty), or is there a reason we only have CSM as a configurable option there that I'm not thinking of? Thanks for your input!

As of now we are showing up only User Id when the use case is Gsnap.

Be able to restrict scorecard measures that can be updated by the end-user. Many customers request the admin ability to be able to prevent users from changing a measure that is being populated by an automated rule but allow them to update a subjective measure.

A have a customer who has a report that is setup for User = (current user). This person is wanting to email out the dashboard to this user, however, when the admin sets up this schedule, it is pulling the filters for the user who is setting up the export, not the user that is receiving it. In this example all the reports are showing no data found because the admin doesn't own these accounts.  They also have 21 users so created a dashboard for each of them is not feasible. 

When setting up a filter in the rules engine, such as with a date field, it is possible to use the function 'does not equal' to filter out accounts that meet certain criteria. It is also possible to filter for accounts based on a range of criteria using functions such as 'greater', 'greater or equal' 'less than', or 'less or equal'. But it is not possible to combine these types of functions and have a filter that does not equal a range of information. This would be useful.

It has come to our attention that some of our customers would like the ability to report on CTAs and see if they have posted to chatter! We have certain flags in place already, like "isRecurring" that let us know if some detailed properties of the CTA. Since this is a field that is selected when creating the rule (Post Comments to Chatter - Once/Weekly/Never), it would be nice to see and report on the settings CTAs have. As always, thanks for the support! Take care... -Logan T.

The sponsor tracking "Get Notified" link is misleading since there is no outbound notification to the Rep when the match is found. I suggest changing this link to "Request Match". Providing a notification to the AM would also be great. This could be something like a weekly batch email.

The Success Plan feature and ability to export is great...but...when I export it, it doesn't really display any real details about the progress made on the Objectives. The Status field is technically an "internal" status of the Objective.  There needs to be a way to reflect the status [i]for the customer's perspective, i.e. if we have a particular objective that has missed or is in danger of missing due date target, we should be able to flag that Objective as "Overdue" or "At Risk" to the customer's timeline and have that display on the Objective slide. Additionally, we need to have the ability to display the Comments field ont eh Objective slides, so that the CSM can put a brief blurb into the deck that outlines the progress and/or reason for status.

Now that we have more than one CTA Task type, it'd be nice to have the option to filter by task type in the Cockpit List View. Not sure if this is a planned enhancement...

Currently when editing the fields in the Attributes section of the C360, the field "priority" alternates between columns. The first priority field is the top of the left-hand column and the second priority is the top of the right-hand column, and then it alternates between the two. This can be counter-intuitive. It would be helpful to have the option to decide which column you'd like the field to be one and then to decide the order of the fields within each column. 

Please add the option to roll up data as Average, Sum, Min, Max, etc. to the Hierarchy view. Our specific use case is Average Health Score for subaccounts in the Hierarchy, but there are other cases such as max # of users, max account value.

When sending an email from CoPilot, there are subtle grey bars appearing above and below the message. I'm trying to make this email seem as much as possible like it's coming from an actual person, so they're weird to have. They appear in the Outreach preview: https://cl.ly/1D1A2m1M272N But there's nothing in the Email Template HTML that indicates that they should be there: https://cl.ly/2O1P3N3v363F I can't find anything in the "Communication" section of Administration that seems to control the fundamental email template that CoPilot Email Templates get plugged into....

I am using the calculated fields for averages based on Matrix data.  The rule works, but when I add the calculated field as a token to the comment section in the scorecard, the number (percentage) returned has 15 decimal places.  Is there a way that we could have a choice on how many decimal places we want for calculated fields in the rules engines?

SUMMARY  Maintenance Window :   Between 1:00 AM and 5:00 AM ,Thursday September 1st 2016  CST Queues Hold Time :  2 Hours   Activity :  Gainsight has planned a scheduled deployment on MDA (Backend Infrastructure) as Minor Release. During this maintenance Rules will be in hold state for about 2 Hour. Soon after the deployment, all queues will resume as normal. This deployment includes following feature/bug fixes: Delete action on Custom Objects are not working, due to which customers are not able to remove unused fields. This feature is extensively used to do regular clean up of the objects.The fix will ensure delete behavior will work now Outreach from CoPilot has a feature to create Salesforce activities. Salesforce activity creation is failing while uploading the documents due to connectivity issues. In this fix, we gracefully handle the exception and create Salesforce activity for rest of the email other than attachments and inli

We would like to be able to change the language of the following when creating surveys.  'Select One' and 'Submit'.  We would also like to see the option to have a reset button instead of the small button on the survey.

On Sept. 15 @ 8:30am Pacific, we're hosting a customer webinar to review the Relationships functionality in Gainsight. The August release included a lot of new functionality to better support your Relationships implementation. 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. Click here to register! (If you can't attend, register anyway, and we'll send you the recording afterwards.) Also, we want to hear your specific questions, or topics that you hope we'll cover in the session. Please add them to the comments here, or email lmeyer@gainsight.com. There's a good chance that we'll offer multiple sessions in order to cover specific areas in depth.  Please Note: If you are interested in deploying Relationships for your company, you will need to work with Gainsight's Professional Services team to en

We are utilizing the new functionality to use the Rules Engine to create Success Plans, and as a second action on that rule, we wanted to send an email to the CSM to let them know that we had created the Success Plan for them, and they needed to customize it and make it active. The email action kept failing, and when I contacted Support, I was told that the Rules Engine couldn't send internal emails, and I'd have to use Copilot. While I understand the limitations, it seems like it would make things easier to be able to send that email via Rules Engine since I'd already built out the logic and filters there. Instead, I had to go to Copilot, figure out how to recreate it, and then, send from there.

If you export survey reposes from the survey tab and there is a special character the formatting of the CSV gets messed up.  We currently only support UTF 8 on this export, but would need different formatting for this to display correctly.  I am able to open it successfully in Google Sheets, but not excel.

Best practices for NPS recommend against using the word "Neutral" in the NPS question for two main reasons. Neutral is technically scores 7 and 8 which are the two passives. 5 would be a detractor. Neutral is often associated with N/A, and this causes customers to fill out the survey with a 5 when really they meant to indicate that the survey question was not applicable to them. We would love the ability to remove this from our survey! 

When looking at a Rule Execution History, I can see rules that have been run either manually or scheduled, but I cannot tell what user ran the rule each time. This is needed especially in organizations that may have multiple administrators such as ours. Can this be incorporated with these other Rule related requests? Basic Schedule details on rules engine list  https://community.gainsight.com/gainsight/topics/rules-engine-include-basic-schedule-info-on-the-rul... View-Mode for Rules https://community.gainsight.com/gainsight/topics/rules-engine-need-a-way-to-view-rules-without-going...

I have a number of customers who were very excited to see the added functionality of the Scorecard view with great visualization we know and love now at the Relationship level.  As I was building them out today, I realized there is no column for Relationship Name.   This means that the report is sorted only by Relationship Id with no connotation of Relationship Name.  As a workaround, I have built another MDA object that holds just Relationship Name, Id and CSM off of which I'm doing a join. Seems like it would be valuable to add in Relationship Name as a default option to this report, since the Account level view has Account Name as an option.