Archive

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 Cha

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 wh

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 man

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.