Archive

I've heard recently from a few customers that would like to be able to include more than 10 containers on a Gainsight Home Dashboard. For example, certain teams would like Dashboards to have one container for each member of their CSM team, to see how they are tracking (for example on renewals pipeline). Sometimes 10 is just not enough - any chance this can be increased! 

My team has asked for the ability to group all risk CTAs into a single CTA that they can work on to cut down on the number of CTAs. For example, if there are 5 CTAs, they are telling you that there are 5 issues with an account. It would be best to somehow condense these into a single CTA that can be acted on. When they get an at risk CTA, many of their actions are the same in terms of further investigating the issue and responding.

I like the Rules Timeline view if I want to see what is scheduled for today or what ran yesterday, but I would like to see a view that will display all the rules that are scheduled to run on any given day. For example if I just want to see all the rules that are scheduled to run on a Tuesday, with the frequency and scheduled start time. I would also like the ability to export the list of rules into a spreadsheet, including scheduled frequency, day, time, last modified date, last modified user. This is in order to help us keep an inventory of our active rules as we increase the number of rules we develop over time.  Right now we are having to manually record and track this information and it's getting rather cumbersome.

Currently it seems to look like a global filter cannot be added to dashboard using the two different UIs. Would be good to have them all in one place to be able to use the Global filter. Naquiyah

I have multiple aggregated data points for which I need to be able to report in a bar graph. When I go to Reports 2.0, I need to be able to select at least 12 fields under Show Me, that I can display by Account Name or Number.  Right now I can only select up to 3 fields in order for the information to show on a bar graph.

When a rep chatters another rep in the Colaboration section of Success Plans and the rep goes to their chatter feed to see the chatter it is not easy for them to get back to the C360 or see what company was chattered on.  In the image below, I chattered on the Collaboration section of the Success Plan and the rep was really confused as to where I chattered since when they clicked in, it took them to the SFDC object and not the C360 or Success Plan in Gainsight.  

I have built a dashboard with reports and it would be nice to have certain things hyperlinked just like you can when you click on the "eye" to view a case in the c360 under a report. 

I recently had an issue where we had some measures showing up on the Scorecard picklist on C360 that appear to be duplicates and/or have no data associated with them.   These were evidently created as part of the Scorecard originally during our Gainsight implementation, but then were either changed or abandoned.   One of these measures was not present under the Scorecard and C360 Configuration sections of Administration, so I couldn't figure out it was still displaying in the Usage picklist on the C360. I opened a ticket with Gainsight and asked them how to remove ANY fields from the Usage picklist if I do not want them to be selected as an option. I was initially told the only way to do this was to remove them via Workbench using a SOQL query and that this was "by design,"  specifically "when new scorecard metrics are set up, we automatically add them to the pick list object (JBCXMpicklistc) so we can use them in things like the c360 section. If you were to go and

As the library of playbooks expands, it will be more important to be able to add ways to search and index more effectively.   I would like the ability to add tags to playbooks to help with search and indexing efforts.  For example, I may have an EVENT playbook that is specific to the onboarding phase as well as to a specific product, i.e. "satellite."  It would be helpful to tag that playbook with keywords "onboarding, satellite" that would give both operations and end users more flexibility when searching for playbooks using specific keywords

Found out that when I give permission to people at the survey level it automatically trumps all other modular level permissions and anyone that does not have a specific permission to the survey is no longer able to see the survey data. In the same vein when creating a survey it automatically give me survey permissions. I have to go in and delete any survey permissions including myself for everyone else that has modular permissions to see the survey data. 

Currently the CTA has the same name as the rule. This is limiting, especially when I have multiple actions on a single rule. I want to provide a more descriptive rule title than I would use for a CTA name. For example, I'm using a naming convention like "Adoption Step 3: Calculate Users and Trigger CTA." If that rule contains a CTA, I don't want to have to rename my rule. 

Just like when you click on the CTA widget it takes you to the CTA section. Need the same with the case widget. 

When you create the property in Administration to automatically send email notifications to Users based on their clients and the CTAs associated with those clients it works great. However if a user manually subscribes to at least 1 of their own client notifications, then it overrides the automatic setting and the user will not receive notifications for the CTAs assigned to them unless they then manually subscribe to all their clients. Additionally, if you manually unsubscribe, the automatic email notification settings do not revert back to normal. This is an issue. 

Please alphabetize lists the View Name list on the UI Settings Tab - it's great to group by Tab Name, but alphabetize the View Name. I am going nuts trying to find the right View, and ensure I have one for every role. the View Name list on the Customer Tab. It alphabetized, but backwards. The entries at the start of the alphabet are at the bottom.

Best workaround is to schedule on 1st and 15th of every month or something similar. And this also has to be done in two different rules.  It would be handy to have the ability within one rule. This would be the beginning of a more robust scheduling system.

Just to confirm that it hasn't slipped off the radar, I raised an issue around custom labels incorrectly showing other similar fields in the UI. I can't recall if this was said to be a bug or working as expected. In implementation we run into a lot of issues where we change, for example, the customer info Users field to say something else, like "Active Licenses". Then when you go to look in rules, 360, or reports, it overwrites any other field with "users" in it as "active licenses" too. So, if I were to create a different customer info field called Active Users, it would end up saying "Active Active Licenses". From an end user perspective, this is not ideal. 

Managing the exhaustive list of rules is very confusing and we can't readily see what specific rules are supposed to do / link to. Each module (e.g., JO) should have its own rules section to make it easy / clear for users to configure and understand them.

When adding a due date to a Task in a Playbook, I can only select "Assign Date + y days" - This is OK for risks or opportunities but useless for events. For example, our CSM has a QBR meeting scheduled on date x. 14 days before the QBR meeting they should complete task A and 7 days before they need to do B (so on and so forth). The format of the task dates in the playbook should therefore be "Due date - x days" There is no way for me to schedule these tasks in Cockpit as I am stuck with "create date + y days".

In the Engagement tab a user can choose between Overview / Trends / Explorer. In both the Overview and Explorer views, there is the possibility to add filters, but not in the trends view. Why can't we filter in the Trends view? For example, I am interested to see the trend within customers in a specific revenue band, industry, lifetime in months, etc. but cannot do this.

We're trying to sub out our Success Plans (currently ppts) for Customer 360. One part we're missing is a SWOT analysis, which our Exec time has always appreciated. Anyone have a way they're displaying this? We're using the scorecard field for now but would like more of a SWOT display.

The Description Field for Rules allows you to enter text with word wrapping - great. However, the carriage returns are not maintained so the next time you go to view the description it all runs together.  Having word wrapping to create discreet lines of information is useful for entering notes and reminders about how the field is configured.

For both Support and Services, we're frequently helping with setting up complex rules or we're trying to assess issues with a given rule. As we've moved more and more to LMA access rather than begging for our own usernames in Customer orgs, it means that the rules results are emailed to the user we're logged in as - and they have to forward to us. The Scheduler already allows email addresses to be added for failed rules notifications.  What about adding an 'enter email address' to the popup when a rule is run manually to allow the results to be CC'd to another address?   It'd be a huge help to Services and Support - thoughts?  If not possible on the popup due to architecture, maybe add a checkbox for emailing Gainsight support and we maintain a hardcoded send to services@gainsight.com or something like that?

After clicking on Schema and then proceeding down to dependencies it would be nice to get a redirect link back to the rule or report. On the other hand, I probably could get used to going back to Reports 2.0 myself instead. However, this idea probably would help with Zendesk ticket #5476 where I cannot delete a report I cannot see in Reports 2.0, but see in COM for Lux. COM is a little buggy as well. If I go from dependencies and click *Custom, then back to dependencies I get a double listing of the same report. Just an FYI. *Edit Oct 26: Changed schema to Custom

Managing when rules have been scheduled to run is no easy task.  I've created a spreadsheet with each rule and it’s corresponding start time so that they do not overlap when run.  It would be helpful if the system could automatically schedule rules based on the last time a rule was scheduled and a set time interval configured somewhere in the admin settings (5, 10, 15, 30 minutes, etc.).   Use Case: Two rules have been created and scheduled, the first at 12:00AM and the second at 12:10AM. A third rule is created and gets automatically scheduled to run at 12:20AM.  A time interval of 10 minutes is set by the user in admin settings.  All three rules display within the rule listing in order by time scheduled, starting with 12:00AM. This is one thought I had for making the rule run scheduling more automated and easier to manage.  I am not a programmer, so any improvements with this process would be greatly appreciated!

When I load a rule with lots of historical data, it can take a long time. It would be helpful to know which time periods have already been loaded. For example, in the rule Execution History in the Rules Manager, it would be helpful to show "rule date" for each execution – that way I'd know that I can start verifying the data for the week of MM-DD-YYY.