Archive

We're looking to deliver and track customer satisfaction on individual cases and by extension, the owners of those cases. Use Case Example - Support Cases Process: A case is closed and we want to trigger the delivery of a survey to the contact that filed the request. The survey would ask for the satisfaction for that specific case.Reporting needs: Satisfaction with the specific case and by contact Reporting for Customer Support Management to understand satisfaction for a specific Customer Support rep Reporting on customer satisfaction for types of casesSimilarly, we would want this level of survey capabilities for other objects within sfdc - for example, projects. Because of this limitation we're looking at separate survey tool for support, professional service, etc, if we want that level of specificity. Current survey capabilities seem to be focused on broad account level satisfaction - whi

I'm trying to add a Rule for, "Create a CTA when more than X number of Zendesk Comments have been made in the past week." We have the Zendesk-to-Salesforce integration set up. In the Rule setup, I select the "Zendesk Ticket Comments" custom object as my source object, but no other objects are listed in the field selector, so I can't proceed with the rule creation since I don't have access to an Account ID field. The object does have a reference field to the "Zendesk Ticket" custom object, which, in turn, has a reference field to the Account. I imagine that there are many situations where this sort of object-to-object-to-Account lookup functionality would be useful in Rules. For example: For Accounts approaching their renewal date, create a CTA for a person with a certain Opportunity Team Role. For new customers with a certain Opportunity Product, send an email to the Account owner. When Sponsor Tracking indicates that a cont

I have a series of follow-up emails that get sent to customers regarding an online training session series. I have all the follow-ups written the same, but each should be accompanied by a different attached take-away document. I initially setup the follow up for one of the sessions and the cloned that template for use with the other sessions. Oddly, now I cannot remove the follow-up document from the template to replace with the documented for the other session. Any idea how to remove an attachment from an email template in copilot? Thanks! -Ben

Measure: Sum of Volume Dimensions: SendDate (DATE), CountryName Since we have more than hundred countries and more than a year of data grouped by date in one MDA subject, it seems that heatmap shows only one day for couple of countries and ignores the rest. Same thing happens even if we filter out to show only last 7 days or we summarize SendDate by weeks. Heat map usually works fine when it comes to much smaller volume of data - for example creating a heat map from CTA or Account object In attached example below we're seeing only one week of data and there should be at least few weeks visible and dozen more countries available:

Our team spends a lot of time on the R360 page for relationships, it would be great to have the sponsor tracking available as an option to add to the page.

In the Usage section for CS360, we have around 30-40 different measures, and it's really difficult to work with it if you don't know exactly what measure you are looking for. So I think that the Groups of measures should collapsed, and this way it would be much more manageable. In my example, Contract Details group is expanded by default.

As a time saver , versus searching for say "Rules Engine" and then clicking on search and then clicking on the Rules Engine.....   It would be nice to either configure the left panel or show the top 5 most recent sections used at the top of the list. With the new UI, it seems I have to search for the section I want and its a few extra clicks - either a way to configure the list OR show the most recent sections used would be easier or better for me.

In Usage when trying to create a Milestone, you have to [i]left click on the calendar for it to retrieve. Doesn’t it make more sense to be able to click on the calendar? After obtaining feedback from my team members, Most of the them mentioned they had to “play” with this before figuring it out. One even stated, “I accidentally clicked to the left [i]then figured it out”.  Most of us felt you should be able to click the calendar to retrieve it. Is this a possiblity?    

With the new UI, it would be great if the Admin section could either have the ability to collapse the sections or be able to configure the order of the items based on what you use most.  Most of the stuff I use is at the bottom so I now have to scroll down to find.

As an administrator of Rule Chains, I need to be able to quickly move Rules around in the dependency hierarchy. Today, I can only do that by deleting the Rule in the Rule Chain then add it again under a different parent Rule. If the Rule I'm moving has subordinate Rules, this creates lots of work. Being able to drag and drop entire hierarchies (by way of dragging the parent Rule) would be more efficient. This could allow me to not only change the parent but move a branch of the hierarchy to a higher or lower level.

While I love the flexibility of building an email as I want through HTML in CoPilot. However, there are some basic formatting things that would be helpful to do through the WYSIWYG editor. For example, setting the text or link style and adding/editing tables.

I am trying to build a Powerlist off of NPS Survey Response.  I am not able to use all accounts filtered, because it is pulling in results for all customers.  I switched this to NPS User Email, which pulls in the desired results.  I am not able to pull in Contact First Name to use in the outreach.  I know I can create a formula field to pull in contact first name on this object, but I would like to be able to get to the Contact First Name with out having to create the formula field.

I am curious to know why playbooks have to be separated between Account and Relationship levels?  https://community.gainsight.com/gainsight/topics/product-update-relationship-playbooks  This can increase the number of playbooks that admins have to create and maintain.  Definitely not helping streamline the administrative experience within GS.   I can see where it would be valuable in some cases to define a Playbook that can only be applied in one case or the other, but there should be an allowance for Playbooks that can be applied to both levels, without having to create a duplicate.

It appears that the export for the customers tab exports out the API name instead of the custom labels that are configured in the Administration screen. It can be confusing for customers who don't know about the custom mappings setup. They think the wrong columns are being exported out. 

I was looking for a Vault email template that would correspond with this tutorial on sending a multilingual survey, and didn't find a template that's for sending a generic survey. We have an NPS-specific email template, and a survey reminder email template, but should we also offer something for sending surveys that is more generic? Also, I looked for a usage data email template, but I'm guessing we don't offer that at this point because we can't include reports in Vault email assets?

Right now reporting doesn't allow users to add a filter like, Checkbox Field = False. I know we have a workaround, by adding Checkbox Field ! = True we will get same results. But I think we should give an option to apply this filter. Salesforce allows users to add this filter.

Redhat has two instances of Gainsight now -- Support (Primary, and is the first instance) and Sales (Secondary, and is the second instance.. They will be running CS out of both, with some overlap of accounts in each.  There is one specific requirement to run all survey communication out of the primary instance (was decided by RH tech team) but comes down to having already spent lots of time implementing surveys in primary only. They want the ability to nominate contacts in Secondary and have that write back to primary (either creating the contact if it doesn't exist, or update a field if it does) to show that a survey needs to be sent to that contact. Currently they plan to write a web service that does this as a one way sync from Secondary -> Primary. We could use bionic rules to do this, and have less work for the team (it seems like it would be simpler too). As an additional req, the would like to pass account information for these nominated contacts which is ou

We are hoping to implement a new way for customers to provide their preferences for the number (all emails, digest view of one message per week only), cadence (daily, weekly, as scheduled, etc.) and content (promotional, finance-related, product updates, etc.) of emails they receive from our company. Ideally, Copilot could "read" those preferences and adjust outreaches accordingly by skipping at times, consolidating emails into one message, etc. 

We need a way to migrate surveys between our UAT environment and Production environments. As we build more lenghty and sophisticated surveys, having to manually recreate them in different environments is leaving too much room for error/mistakes. It also causes us to have to test twice. A tool to migrate surveys between environments would be much appreciated.

The new UI has changed and in order to see a specific CSM cockpit, managers have to use the filter button, which creates unnecessary additional clicks. Toggling between CSM's on the previous design was much easier and I really want it back.

Add the ability to send an internal email automatically thru an outreach when a specific user closes a CTA.  

In the use cases of some of our users, having a decimal position option that would apply to all reports could be very useful. Instead of having to change each aggregation accuracy individually, having the option for this to follow a predetermined value would save time.

Is it possible to remove the GSnap branding from the outgoing videos? If we were going to use this feature, we would prefer to keep this experience consistent with our brand. It is for a similar reason that we worked to ensure CSM emails that are sent from copilot don't look like they are coming from Gainsight. 

Since Account Id is required for any rule to work, can we just have this field added by default to any new rule? Why should the end user search for it and add it manually each time? 

Does copilot allow a powerlist to be built that targets specific  contacts from multiple accounts? We need to do a survey send to target specific contacts from multiple accounts. Would this be setting criteria by name? Is there a limit? Better to create multiple powerlists to support this?