Archive

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

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. 

I saw few customers asking this feature of opening Power list/Email template/Outreach in new tab when navigated from CoPilot tab. As a regular user of CoPilot, I see value in this feature and can be helpful.

Some users are only able to see the full name of a CTA if zoomed out (to say, 75% for example). It may be beneficial to add the functionality to hover over the CTA name to display the CTA name in its entirety. This will prevent end users from having to adjust resolution to see entire CTA names within Cockpit. If I can provide any further information, please do let me know! Thanks! 

I have a customer that is trying to create a table with non account specific information (similar to like success plan templates) which just holds information about billable items.  Currently you have to have an account ID in order to use this in rules engine. Customer would like to see if its even possible for this type of feature. 

In Reports you can select a ranking to show either the top X or the bottom X # of whatever metric you select. In the Rule Engine it would be great to be able to choose a ranking so that we can bring this logic into the health scores we have. For example we are bringing in usage data and it would be great to run a rule saying the top 20 clients by usage get a green score and the bottom 20 clients get a red score.  Currently the only way I can think of to do this (and I'm not sure it would work) is to bring in the usage data, create a report with the top 20 and then have some field in SFDC with a rule running saying if client is on the top 20 report automatically fill in the field as yes. Then have a Gainsight rule running that says if the field in SFDC = yes, apply the health score.  This would be greta since we are planning to update the usage data weekly and it would be great to automatically have scores change for the top 20 and worst

Our Account Managers "live" in Salesforce and consider My Tasks on the home page as their default place to start and plan their day. In deploying Gainsight we are looking to take advantage of the CTA Task synchronisation feature such that any task associated with a CTA will display in the AMs My Tasks list alongside other non-Gainsight tasks. These would then also feed into performance oriented dashboards for both the AM and their managers. However there are a couple of limitations here: 1) We have mandatory fields set up in the SFDC task object which are not populated when the CTA Tasks is created and synched. If an AM then actions and closes the Task from the Cockpit view they can do so without filling in the mandatory fields. Checking the Task Complete box closes that Task. So this wont contribute to any reporting focussing on these Mandatory fields 2) Some of our CTAs orient themselves around not having called a Contact for a set period of time

Ability to set criteria for actions, and then exit when there is a match. As is, with multiple conditional Actions, like setting a Score, each Action has to be mutually exclusive otherwise the Score gets reset with each match, until the last match wins. I want to be able to prioritize and have the first match win, and then exit. Is this possible yet?

[i]We have looked into Success Plans for tracking high-level customer objectives and goals. We found the current feature to be insufficient for several reasons:  [i]We don't think objectives should be a type of CTA. We think of the goals/objective for our success plans as high-level goals for the account that should be kept top of mind. They are not necessarily a  "Call to Action" and we wouldn't like them to show up in our cockpit with due dates (we know we can keep them as draft, but this doesn't seem right [i]Ideally, these top of mind goals would appear in the summary section of C360, so everyone from the CSM to the executives can see them first thing when they open to account [i]We would love to have a way to mark when these objectives/goals for the account are achieved, and this should trigger a milestone and be treated as a way to celebrate success (e.g. send email to executive sponsor) 

Gainsight is a great tool, but sometimes it feels like the strategy that's embraced is more of a "keeping scores behind the scenes" approach instead of a single pane of glass/collaborative approach which I believe clients would find more beneficial. It would be great if Gainsight had some sort of "view in client mode" functionality for when you want to conduct a WebEx session for a client touch point meeting.  This would allow CSM's to show the day to day tasks we're working on for clients without exposing them to the internal only scores that appear, etc. I realize some of this can be done using Success Plans, but those typically tend to be high level goals you have for an account.  What I'm talking about is more of a task list approach.  Today I use SmartSheets for this which even allows me to send update requests on tasks where client's owe me an update. Maybe a short term solution would be to add a check box

I am thinking it would be cool if you could have a drop down right next to the dashboard filters where someone could easily switch the User based filters of the dashboard right there.  This would be helpful for Manager or Director type dashboards, where they have 1:1's and would like to quickly pull up what they need without having all the extra clicks of changing the filters. I am thinking something similar to how the C360 sections have drop downs, but instead of looking at different reports, it would just look to see if a global dashboard filter based on a User field had been applied.  If yes, then it shows a drop down with a searchable list of users who currently have a Gainsight license. Thoughts?

At Gainsight, our brand is very important to us. Our Customer Success team constantly engages with customers, so we have numerous opportunities to convey Gainsight’s personality. Our team uses several tools to serve as brand ambassadors, including Gsnap, CoPilot outreaches, Groc, blog posts, and webinars.  [i]How does your team serve as a brand ambassador? [i]What tools do you use? What goals do you hope to achieve?&nbsp

Multiple customers have requested the ability to use required fields or use SFDC validation rules in the CTA workflow. They fear that users will forget to update specific fields with key data before closing CTAs. Some ideas I've been pursing... Validation Rules/SFDC Required fields Currently the error messages in validation rules do not work on our visual force pages, so with the way the screen refreshes its very confusing for a user if you try this. Process Builder This seems to work, unfortunately it doesn't give much information to the user and is after the record has been changed. Useable but risky experience if the user can't see what fields are required. Rules Again after the fact. Unfortunately in our rules engine we can't update CTAs, so you would be creating a new CTA every time the data was wrong. Reporting/Manual I think this is the best currently. A val

When a rule fails, it can sometimes be a struggle to determine what the actual issue actually is. The error messages that are given are usually vague or very descriptive to the point of not being useful. As an example, when a rule fails due to an Oauth User losing their license to Gainsight, the error message that we send is "Rule execution failed: null".  Were we to add more comprehensive error messages, we would give our customers more insight on their current frustration. And as a member or the support team, I love the idea of giving our users the information that they need to troubleshoot an issue quickly and efficiently!

As a new admin to Gainsight I have to explore and access different areas of Administration menu. Unfortunately I do not always know the administration area I need to be in.  I utilized the old UI menu bar to act as a general guide.  In the new UI if I select the wrong area I have to expand the menu again to restart my navigation.   Is it possible to have an option where I could have the left hand menu default to expanded so that I can access the administration areas in one click rather than two?  

Hello, I have another suggestion - it would be good if the templates in JO could be edited in batches. Like it would be possible to change all common configurable things that are there for all selected templates. So first I would select templates and then the attributes available for batch changing would be displayed depending whether all these selected templates have same attribute to be changed. I.e. background color, subject (if it is the same for al the templates), etcl

I was speaking with a customer that would like the ability for standard deviations in the rules engine.  Can you provide some context into if this is something we are working as part of roadmap? 

The Account Summary in the full view as well as the widget seems to have gone backwards in time.   (my opinion) The colors around the 6 boxes looked better than the new look.   Obviously, the more we could configure in terms of shading and colors would be a nice addition.   But have some colors to the boxes , like before , might be a good start.   Im not a UI expert, but the colors made the widget more "eye" appealing and draw.

I have had a few clients looking to do the same filtering that is available when reporting on SFDC objects.  The big ask is something similar to CSM = Current User. I'm assuming that we pass the session ID of the logged in user to get the filter to work appropriately on SFDC data, however in MDA I have not been able to figure out a workaround that behaves the same. Is this on the roadmap or are there any known workarounds?

Can we create an enhancement in the Cockpit/List Advanced filter where you have the option to save the parameters that you’ve set so you don’t have to re-filter again.

Team- please see below for some feedback from a customer on issues/ feedback re: the new 5.0 UI. Customer c360: When multiple customer 360 tabs are open, and you are moving from customer to customer, it's hard to see which customer you are looking at.  Would like to have the customer name in the c360 sick out more (make it bigger, bolded, or in the center of the page).  Would just like a way to more easily see which customer you are looking at when on a customer's c360 page. Tags (in the Customer c360): Would like ability to 1) scroll and look for specific tags (right now there is no scroll bar). and 2) would like ability to be able to type and search for a specific tag (could do this in the old UI, but can not do this in the new UI) - thus customer is not able to use tags in new UI.