Archive

Currently, you can only bring in attributes into the ZD widget per configuration. I have a customer that has a variety of custom fields they would like to have displayed on the widget. In order to configure this, they have to use the UI settings for c360. This limits my ability to bring anything in thats not on the account object. 

I think it would be very beneficial to have permissions on UI views in the customers tab. For example, a CSM can only see the UI views they have permission to but management can see all CSM views.

I just learned that execution files are only generated for Manually run rules and not scheduled rules - unless there is a failure.  Given the criticality of some rules, it may be helpful for the Admin to have a checkbox option to always generate a rule execution file for a given rule - this would allow them to have an audit trail of rules (especially those updating data) for their most important runs OR for a temporary period where they want to audit and validate the scheduled rule.

Got some feedback from Jeff at Hubspot from this ticket https://gainsight.zendesk.com/agent/tickets/12488 "Two pieces of feedback for your Product team:  1. The requirement here was to allow data to show or hide in email based on a boolean field in SFDC. In searching how to do this their are many other products out there that provide this support. Most did it with a simple IF statement on the token variable.  2. Gainsight should allow better control over email layout and styling. You are not going to be able to accomplish everything through a WYSIWYG editor. Gainsight should not be updating styles when manually removed. And I disagree with not supporting classes as this is the best practice way and easiest to maintain across multiple email templates. Having to update the style everywhere in an email template across many emails would be a nightmare."

It would be great to be able to report on customers who do not have anybody identified (pending or actually tracked) in Sponsor Tracking. It's a risk if we don't have relationships tracked at this level so it would be great to be able to report on customers who do not have records in this object.

I would love to have the ability to be able to edit a comment once it is submitted in the chatter feed within a CTA. Currently, I only have the options to delete, or edit topics which only allow me to change the hashtags we use.

When the right panel is open on a CTA or task, the due dates are hidden. When changing dates, this then requires the user to click again to close the right panel to confirm all dates changed correctly.

Hello! I know there is now an added feature to log email outreaches to the contact's activity. However, I am also wondering if it would be possible to log these emails under the 'Activity History' within an Implementation Project in Salesforce. That way the Implementation Analyst can clearly see and track what activity has occurred for their project and have more meaningful conversations. Thank you! -Melissa

Clients would like to be able to take the newest entry in a table and export that data into further aggregation. For example: (12:30am) Jan15 25k (2:30am)   Jan15 30k (5:00pm)   Jan15 60k  (12:30am) Jan16 29k (2:30am)   Jan16 42k (5:00pm)   Jan16 77k Be able to grab only the latest entry (5:00PM) and use that data to update the field for that date. This is useful if clients have scripts updating certain fields multiple times per day, but only the last entry is needed to summarize the date's data.

Throughout your Customer Success journey, you are sure to encounter times when your business needs to change. Those changes may prompt the need to re-think your Gainsight strategy.  How has your team transformed their instance of Gainsight to keep up with the on-going internal changes in your company? What have you found to be most valuable in relaunch Gainsight once you have made those changes?  [i]We'll be continuing the conversation below! Additionally, tune in to our weekly CSM led webinar on Wednesday August 3rd @ 9am PST where we will be discussing this topic! Click here to register. 

Is it possible to include a 'View as webpage' link in an email that is being built in co-pilot? I'm not finding that it's possible, but perhaps I'm missing? 

Is it possible to add overall score to scorecard fact?  Also can we get the label names instead of hexadecimal values?  This is for reporting purposes.  

We recently received an OOO message from a customer and in the subject line the email was tagged as "Marketing." We've followed the recommended best practices for email design (unsubscribe link, customer name in email, our business address in footer, etc.) to avoid being tagged as spam. Any ideas what might be causing this to happen?

It would be convenient to allow numbers as the first character in a Rule Chain name. This way they can be numbered visibly.

Hello, Today when editing Rule Chains, if you create a new Rule in another browser tab, you'll need to refresh the Rule Chains tab in order to the new rule become available. This also happens in the following situations: Creating new rules and adding to Rule Chains. Creating new reports and adding to Layouts Creating new fields and adding them to Rules or Reports. You'll need to refresh the page in all these situations. It would be perfect if the new created assets become automatically available upon creation, without needing to refrese the page. If it doesn't affect performance, of course. Thanks, Bruno

Hi, To decrease cluttering, decrease vertical space use in Rules Lists and simplify reading, I would like to suggest that the rule chain label of a rule goes to a center column. A little mockput to show what I mean: Image 1: how it is today. Image 2: suggestion to improve reading Thanks, Bruno

It may be beneficial for customers who are often pasting comments into the Description of tasks to have the option to toggle the support of HTML within the description box, possibly based on a tenant to tenant basis. A customer who pastes comments into the description of tasks will see their text with an extra line break unless pasting the comment into Notepad or another .rtf and this may be a way to avoid this extra step. Thanks!

When a chart has no results, it would be great for it to auto-collapse to make space for other charts. For example, our Executive Dashboard lists high priority support tickets but if/when this returns no results, it would be great if this collapsed to a smaller size (perhaps just showing title) to free up the space. 

Customer has an export from a survey which gives Account Name, Contact, Email... but the client would like to be able to throw a field into that report which is a "sub ID" (custom field created for each customer).  Currently there is no way to create a field and push to survey objects. Potentially Data spaces would solve this??

I'm curious about the types of communications other GS clients are sending through co-pilot. Do tell.  

It would help improve user friendliness of the UI if the vertical divider between the CTA List and the Details were movable by the user as needed to give more screen area to the details when necessary. 

For some time, ordering customer.gifts at Gainsight was a confusing and frustrating process. Learn how we built an efficient, transparent and easy configuration in Gainsight to make ordering and tracking.gifts simple. How does your team incorporate.gifts into the customer lifecycle? What seemingly simple activities have yielded confusion in your organization?  [i]We'll be continuing the conversation below! Additionally, tune in to our weekly CSM led webinar on Wednesday July 27th @ 9am PST where we will be discussing this topic! Click here to register.

Looking to see if it would be possible when resending a survey to select all who did not respond instead of select 100 at a time.

Hi all, One of the challenges that we discussed during our last call was how to create a health score that was as accurate as possible related to actual customer health. One of the best ways to get a sense of how your current health score measures up is to get feedback from your CSM team who is touching customers on a daily basis.  The following suggestion was proposed by one of my CSM counterparts, Tracy Zundel, and talks about soliciting input from your CSMs on what's working/not working from a CTA standpoint - but the logic applies similarly to health score. Get the feedback from the team on what works and what doesn't work and then invite them to participate in the process of improving it. Hope you find this helpful: You could start out by simply asking all CSMs to look in their Cockpit and send you their thoughts on the CTAs that currently exist. To make it digestible and doable, maybe tell them to provide input like so - with a deadline of next Friday&nbsp

Hi all, Proposing an idea to change the primary sort method for the NPS survey view in the C360 from sorting on the date of the survey outreach and instead sorting on the date of the response. Right now sorting is done based on when the survey was created, but newer responses can fall down in the view if a survey is published but used over a long period of time.  See below example where the most recent responses are not in reverse time order, but are instead sorted by the date of when the survey was created.