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We are looking to set the score based on the average length of open projects. The rule set-up is looking at all open projects and averaging the # of days open. We would like to set the score based on the average number of days open. However, this currently sets the score to 'green' the higher the number. We would like the score to be 'red' the higher the number. 

I have a chart of Usage data on my R360 page.  It only fills less than half the page, and I can't figure out how to make it fill more.  http://screencast.com/t/a7jMHbqoga Would it be possible to edit the size of the container this chart sits in to make it taller?  I also tried adding a second report, thinking it might stack the two charts one after another (since there's plenty of space.)  But the only way to access the second chart is from the dropdown in the upper right.  

For V3D challenge E1 - Goal of this email template is to notify a Sales Rep or Executive when there is a customer with an upcoming renewal that is At Risk. Most likely for users that aren't in Gainsight or that have Limited Licenses to ensure they are still aware. Sample text - feel free to make recommendations for improvement. Hi [i]<FirstName>, AT-RISK RENEWAL: [i]<CustomerName> has an upcoming renewal on [i]<RenewalDate> and is currently an At-Risk customer for the following reasons: If pulled from the CTA object, they could include the CTA Reason or CTA Name If they track some sort of notes for AtRisk that could be merged here. For more information and strategic alignment, you can engage with the Customer Success Manager - [i]<CSM Name>

When you apply filters to the cockpit, and then, export, the export doesn't respect your filters.  The export you receive has every CTA in the CSV.  It would be nice to see the export respect the filters that have been applied.

The ability to receive notifications when a rule fails is great, but there are some rules we have that sometimes have partial failures that would also be good to be notified about. Currently, we aren't aware if a rule partially fails (and shouldn't) unless we frequently check the Rule Engine. Alternatively, if a user decided they wanted to watch critical rules, it would be nice to be able to elect to receive all notifications on rule results to make sure the rule runs as planned until confidence builds up. 

Hi Gainsight team-- we spoke at Pulse regarding a customer's interest in the ability to to create rules based off of 'related lists'.  I understand that this is planned on the roadmap, but wanted to see if you have any insight into ETA/ timing for this?  Thanks! 

While working with a customer, we have noticed that there are situations where a customer may want to aggregate a null Salesforce field while pushing data to an MDA table.   In a Load to MDA rule, you can set the default value to "0", however when you aggregate a null value, the value remains null regardless of what default value you set.  This is because when the aggregation happens, the aggregated value of null is null, and the MDA recognizes that as a value. What I am proposing is the ability to actually set a default value on the field level when you create a field in the MDA.  So for example, if I create a new field in an MDA table called "test 1", I'd like to have a dropdown or checkbox to set a default value in field properties when I create the field itself.

If customer is unsure what they are doing in Usage Data configuration screen they can zap (white screen) reports and affect rules if they change these settings inadvertently. Currently, there isn't even a warning message that pops up when you go to change start/end date of the week. Can we restrict access for the user to change this without Gainsight support's assistance? If a change like this is needed, Gainsight should be involved in the process. 

It would be great if we could create a report with that totals the sum of ACV a CSM is managing as well as the number of accounts they are managing, similar to the report we have in SFDC (as seen attached). 

Need a filter for any survey that states if a contact has received any survey within the past 30 days to not distribute this survey. This would help with survey fatigue since we are sending surveys out with case closures and can't really track that on a calendar for every customer. 

In case you missed the email announcement and invitation, we are hosting a webinar training on the new CoPilot feature on Wed., May 27, from 9am - 10am PDT. Click here to register for the webinar. We'll also have a Quick Guide available at the time of the release. If you can't attend the webinar, we'll make a video recording available shortly afterwards. 

This post is for the Services Team and consolidates information that's been posted around the Community regarding automating Zendesk Mapping. PLEASE NOTE: Access to the Gainsight Widget in Zendesk and also the Services needed to setup automated mapping IS NOT FREE. If you have a customer that is interested in either please confirm that these items have been included in their contract. If you have confirmed that your customer has purchased the appropriate items, here are guidelines for setup: Overview/Explanation The Zendesk Connector was designed to be sold as a package of the Zendesk Widget and the Data Sync. Because of this, the mapping to associate a Zendesk Organization to a Salesforce Account was expected to happen manually within the Widget. We are able to sell the Widget separately from the Data Sync but we must be certain we have an alternate method of mapping Zendesk Orgs to SF AccountIDs. The setup of this alternate method of mapping requires a Services Package to be purch

This would be an enhancement to the logic used by the rules engine to determine whether or not a CTA action creates a new CTA or updates an existing one. In addition to using Type, Reason and Names as potential identifiers, this logic could be enhanced by using the Playbooks assigned to an existing CTAs as an identifier.

Hi folks, I wanted to post up the details on the next call with the on-prem leadership team. Thanks to Canio Caputo with SevOne for hosting the next call taking place on Wednesday, Aug 17 at 2PM ET Hello, I’ll take the next meeting. I really enjoyed the discussion we had around how we are all setting up our Scoring using Objective and Subjective measures. My suggestion is we keep at least a monthly cadence with this meetings as well as alternating who leads the discussion. Regarding an agenda for this next meeting I think we continue with the forum we had last time. Personally, near and dear to my heart is how we get back data from our customers and in the absence of that data how are we measuring their health? So, for the next meeting I’d like to use the meeting to hear how all of you are managing this. I look forward to it  Canio Caputo  -- Do not delete or change any of the following text. -- Join WebEx meeting <https://sevone.webex.com/sevone/j.php

Previously with old UI, when there is change happened to sponsor and mouseover the ‘card’ in the C360 and it would show ‘old' & 'new’ changes so you could assess the change easily. In the New UI there appears to be no way to see what has actually changed.

Currently our success snapshots have multiple slides that display the same data but in different formats. The user then goes through and deletes what they do not want to show the customer. it would be ideal for the user to hit the export button and then a configuration window pops up where they can check a box next to the reports they want to see and potentially in whatever order they want to see them. All I would have to do as an admin is supply the reports for that Success Snapshot that would be included in the list of reports to "check" as a user. 

We discovered this week that Sponsor Tracking will allow updates to the SFDC Contact object....this was not disclosed to us during our initial setup of the environment, but shame on us for not paying closer attention to the documentation. Our SFDC contact records are associated with an end users' Customer Portal profile (which is regularly synced via an external process, based on any updates by the end user).  We are not permitted to make updates to that record, yet Sponsor Tracking allows you to do so via Accept Changes or Edit.  I realize there is an Ignore Changes option, but it is too risky to leave in the hands of end users that they may not inadvertently accept the changes.   We want to use Sponsor Tracking so that we can alert CSMs to any changes via CTAs, but do not want those changes to affect the SFDC Contact record...ONLY the Sponsor Tracking record. We need an administrative option to override the Accept Changes/Edit Changes functionality.  Unfortunat

Hello, I'd like to suggest having possibility to export translations. Especially Survey questions translations, Language properties and also Survey languages configuration. This would be useful especially for reviewing the survey questions and it's translation as well as it might serve as export, edit/fix and import in order to import the translations in batches withouth having to open each and every question, select language and put the translation there.

An area where sponsor tracking falls short is the ability to alert us when a new sponsor is added tot he account on linkedin.  One scenario is an internal promotion, and a second is someone new joining the Exec team at a customer.  If we could track an account overall and specify titles  to alert us of new sponsors would be beneficial.

We've found that Case Severity in Zendesk is a custom field and therefore Gainsight cannot pull this information over. From a health score perspective, some organizations might find it suffice to create a rule that adjusts the customers support health score solely based on number of tickets open/closed, but in our organization we have SLA's that require a certain level of attention/response time for high priority tickets. In turn these tickets would have a much more severe impact on our customer health score, but since we cannot bring case severity over and build rules off of that specific criteria the value we get from Zendesk integration is limited to being able to read ticket descriptions and see how many tickets a customer has in the customer 360 page. Since that same information can be accessed with 1 click or keystroke outside of Gainsight it cripples the value one can get from Gainsight's Zendesk integration. 

We have a power list created everyday of newly designated admins. Because these users are new to the admin role (and are critical to a successful deployment), we are leveraging JO to  send an email with various resources (help materials,offers for consultations, training etc).We'd like for JO to add a capping functionality to protect against spamming a high volume of users unnecessarily.We knowhistorically that ~15 admin changes happen a day. The protection we want to build is: Do not trigger the new admin email if the power list has 20 or more contactsgenerated.This is a extra layer of protection to guard against potential upstream data issues.

Hello! I currently have quite a few outreaches that I schedule to send out on a daily basis automatically. However, when doing so, I've noticed that the response metrics (ie. open rate, total opens, etc.) remain as an overall average of each individual outreach. Is there still a way to see the metrics of each individual outreach? Other than just the overall snapshot at the top? Thanks, Melissa

JO Power Lists use filter logic A,B,C, etc. While NPS "Add Participants" filter logic uses 1,2,3, etc. It would be great if the filter logic letters/numbers could be standardized across the platform so it's not confusing if we need to replicate from one section of Gainsight to another. I would recommend using numbers since that is what Salesforce uses.

On the C360 Page, it would be ideal for us Admins to set the default scorecard view. I'd rather use the Detail view than the Historical View. In the past this was the opposite but as requirements change, I realize this would be helpful to set it the same for all regardless of which one we want to use when training new users.

I know we have this article: https://support.gainsight.com/Product_Documentation/Surveys_and_NPS/Examples_and_Tutorials/Load_3rd_... Any thoughts from Engineering on putting together a wizard (like Mass Edit) or rule action that would allow people to load historical NPS data into Gainsight easier.  Alot of my users are business people, so they either don't have the technical know how to use a data loader or don't have the API access on their SFDC profile. Especially for people that have that NPS data within SFDC already, being able to use a tool like Mass Edit, where a report can build the data and then they click an action to load that data. Just a thought.  I am also ok with this post going external to get sentiment from customers who suffer with this.