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A small thing in the scheme of things but in the new UI the Notifications icon is displayed by default at the top of the screen on any page so users can easily access and configue their notification settings, which is great. However it still displays even if Notifications havent been enabled on the org at Admin level. We are turning on notifications shortly, but for those that dont have this switched on would it be better not to show the Notifications icon to avoid any confusion for reps ?

I've spoken with a couple customers over the last week who would like some flexibility in task due dates in Cockpit. Specifically, a painpoint called out that when CSMs need to adjust timing for a CTA + Playbook, they need to adjust all the associated task due dates. They'd like a way to have task due dates in a playbook 'reset' if one of the prior playbook tasks is pushed out.  Happy to provide more context on that if it's helpful.  I've also heard a request for tasks that have no due dates at all (more just a checklist of items that need to be completed, by the time the CTA is closed). But they don't want to see those tasks as overdue in Cockpit (just the overall CTA). 

We would like the ability to use fields to filter contacts within a survey before sending a reminder.  This would allow us to send a more targeted reminder to a specific population (by product, region, etc.)

We have a CTA that asks our CSM's to review email address' and Contact info when an email has bounced via JO.  It would be helpful if the CSM's could click directly to the contact record from the CTA.

Being able to add individuals to a power list would be awesome. We send our release notes through JO and I always receive responses that our clients would like to add this person, and that person to the email distribution list. They aren't always in our Salesforce system so we can't always do it. We would just need to make sure the contact we are trying to add has all the necessary information for any tokens that are included in the list. Name, Email address, etc. 

CSM Feedback:  "Administration (in the below screenshot) should be clickable to go back to the main Admin screen."

Every customer success team needs a process to escalate customer risks to leadership. The first step in managing risk is to define the types of issues that tend to arise. At Gainsight, we have found 8 key signals to identify that a customer is at risk. https://lh6.googleusercontent.com/HA0LiEsx2h9BxtahyFLwXgXIOLMwC4rUoYIrN5fIk3IbZgBaOWBblfpKIZsb45Z3ysUy_4CdUihStFYaUUIAFTXaUB6BF8LyRrM_D1CRGd3Ol2_85v4sutkRSqoBrHce6inARUzx We created CTAs for each of these risk areas, to help the CSM know when s/he should get involved. In most cases, the CTAs are automated according to the definitions above. In others, the CTAs are created manually by the CSM. For more information on this topic, including details of the “owners” of each risk, click here to view my full blog post. [i]We’d love to hear from you - what framework do you use to manage customer risks?

I've talked to a number of customers about the following... - When you first click to track a contact, you see that person's contact card & their existing title on LinkedIn. It would be great if you had the option at that time, to immediately update your SFDC Title in the contact record to match the LinkedIn title. Current behavior is to select the contact you find, but it leaves the system contact title as is. When Sponsor Tracking runs, it then later picks up the difference in the two titles, and triggers a sponsor change. Would be easier if that cleanup piece was all handled up front. Thanks! 

To help Admins prepare their CSMs for the upcoming UI changes in Gainsight, we added a CoPilot email template to Vault, that Admins can copy and send to your CSM team.  Navigate to Vault and the “Admin” folder to access the new email template called “Internal Gainsight 5.0 UI Release.”  Note: if you have your own company added to SFDC/Gainsight as an account, and your CSMs are contacts on that account, then you can easily send an internal email via CoPilot. (See Common Power List Strategies - Send Internal Email for more details.) If not, you can also copy and paste the email content from the Vault preview window into your preferred email client.

One of the biggest ways CSMs can add value to their company is by identifying clients who are ready for an upsell. In these opportunities understanding what data indicates an upsell opportunity, how to communicate the upsell to the customer, and how to collaborate internally to secure the upsell are key.   How is your CS team identifying and capitalizing on upsell opportunities with your current customers? If you are partnering with your sales team to close these upsells, how are you collaborating? [i]We'll be continuing the conversation below! Additionally, tune in to our weekly CSM led webinar on Thursday July 7th @ 10am PST where we will be discussing this topic! Click here to register.

Can I put an existing Co-Pilot Outreach on Pause? We are pondering making some adjustments to our CoPilot strategy, and want to temporarily halt some Co-Pilot Outreaches. I prefer to simply "Pause" the outreaches rather than delete them out altogether because I don't want to "lose" the configuration therein. I think that I *could* set a run date far into the future, but these work-arounds often leave me worried that we'll forget this and the Outreach will fire as scheduled but when we weren't anticipating it. Thus....is there a way to Pause an Outreach without deleting it and without leaving it Active but far into the future?

I have a customer who is using JO to log emails to Salesforce. So far they are very happy with this feature and really like that it provides the body of the email sent but would like to also do something similar with opportunities.Currently they have kind of a workaround for their renewal reach-outs and have some rules made that logs these outreaches on the opportunity level. Unfortunately these logs do not include the body of the email because the body is not stored on the email logs object.So I suppose I would like to start a discussion on the possibility of doing this.Thanks!

A customer at our June Express session recommended we add vault rules that account for null values. Is this under consideration? 

This is the second in a series of posts highlighting use cases in Gainsight Vault - a best practice library of ready-to-use Playbooks, Surveys, CoPilot Templates, and Rules. We'll dive into three key steps to optimize your Advocacy program by leveraging Vault. All of the following assets are found in the Drive Expansion & Advocacy > Finding Customer Advocates folder. 1. Download key surveys to optimize your Advocacy Program Determine which customers are willing to participate in your Advocacy Program by downloading the [i]Customer Advocacy Survey from Vault. Collect feedback on the efficacy of your Advocacy program by downloading the [i]Advocacy Feedback Survey[i]. 2. Download CoPilot templates to reach potential advocates Reach strong advocates with the [i]NPS Promoter Response CoPilot Template and with the [i]Habits Improvement (Yellow to Green) CoPilot Template.3. Download Playbooks with actionable ste

It'd be great to be able to nest outreaches within folders, labels, or some sort of hierarchy structure in JO. We have different email campaigns set to deliver scheduled emails to specific customers at different times, and I'd like to review the analytics (opens, clicks, opt-outs) for that entire campaign, instead of having to open each outreach and review the stats for those specific emails.For example, we have an onboarding process with 6 outreaches scheduled to send 6 emails over 6 weeks to brand new customers. Instead of asking "how well are people receiving the week 1 email?" I'd like to be able to ask, "how is the onboarding outreach program going?" by looking at all 6 outreaches that encompass this process.

As we continue to expand the number of users leveraging Gainsight, documentation of our definitions and best practices is becoming more important. It would be very helpful to have a 'tab' that can house 'Team Resources' such as definitions for milestones, tags, etc. and best practices for creating manual CTA's and Success Plans. 

Overall, we find the weekly email of the usage of Gainsight very well designed and easy to get insights from. The one thing that could make them better is the ability to customize them. Here's why. My client is still in phase 2 of the implementation, the internal reports we receive on our own usage of Gainsight is somewhat tainted by the activity of the GS administrator, myself and GS services team. It makes it hard to see which features are really being adopted and which ones might require some additional training. It also distorts the usage/adoption trend graph. Bottom line, it would be great if we could customize the report to exclude certain users to see the "real" picture which will allow us to help achieve higher adoption with the "real" users. In addition, as Gainsight might allow more partners to help with implementation, it would be great to have these emails sent out to partners as well. My understanding is that currently, these weekly emails can only be sent to the e

SUMMARY With the MDA release that was pushed Thursday, an issue was introduced which is causing Copilot outreaches to fail. This is happening when a checkbox, picklist or multi picklist field is used a a second level filter in the associated powerlist.  Note: Email notifications are not being sent about these failures. In order to see the failure you will need to check the execution history on your outreach.  Workaround: Remove the field from the the second level filter on the powerlist. NEXT STEPS Gainsight is working to fix this issue and push out a patch release as soon as the patch has gone through QA.  FOR MORE INFORMATION Please subscribe to this article for regular updates until the issue is resolved. If you have questions about this issue, please open a ticket with us by sending a note to support@gainsight.com. UPDATE Sunday, June 26th: A patch has been pushed to address this issue. Thank you for your patience as we worked through this.

CSM Feedback:  "Rules are no longer in alphabetical order and there is no way to change it." Would be nice to have an option to sort and/or reorder rules.

Thanks to all of you who helped pilot Gainsight’s new user interface and shared your feedback with us. We’re excited to release a number of fixes with our July 7 release, and to rollout the new UI to the rest of our customer base. As part of the July 7 release, we will address the following issues: Cockpit List View: Close CTA and Close Task checkboxes are always visible Owner Filter moved to a pre-defined filter to simplify filtering CTAs to a specific user Owner name is displayed when you hover on Owner icon Top header is sticky: display SFDC ribbon or Gainsight header based on your last action Corrected typos and fixed overlapping text/fields Breadcrumb trail names match tab and sub-tab names “Customer search” always displays, instead of “Instance search” Rules Engine List View: sort by name is simplified We’re also planning to address the following features in a future release: Customer360: [list] Currently must click each sectio

Great chance to network with other CSM's virtually (and for free) during PulseCheck on August 8th! Would love to see everyone there, who is planning on attending? Check it out here: http://www.gainsight.com/pulse/check/

Maybe increase the fields in the Summary section to 8?

At June Express, a customer inquired if we have a Vault playbook CSMs can use when they're launching Gainsight. Is this under consideration?

For those who have a resource dedicated to Copilot / 1-to-many communications, how are you measuring that person's performance?   If that person is responsible for a large volume of smaller accounts, are you measuring retention, usage, NPS, etc... but with different targets than other tiers?   If that person is not responsible for a specific set of customers but rather handles Copilot outreach across your entire CSM team, how are you measuring their performance?

When you save a report to a Dashboard the data updates in real time.  However if you make any changes to the report itself in report builder, like adding a field or filter, you have to pull that report out of the dashboard and then reapply it for the report changes to update. I know that this is due to State Preservation which makes sense, but given the number of customers that have raised the issue with me and the feedback that I get from them when I explain the process (which is typically not positive), I'm wondering if there is another way to hold state preservation but not have to manually pull and reinsert a report every time you want to make a change.  This is a prime example of something that we know is "Working as intended" but not how the customer would expect it to work. Is there any way to have something like a "Save" and "Save As" function?  For example, when you make changes to a report, could we have a feature where you go to save and a dialogue box or so