Archive

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 advo

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 c

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

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 futur

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

We are currently tracking the history of changes to our Scorecards. This is very important to us since we have a couple Scorecards that are updated manually and we want to know who the last person was to make the update and when. However, enabling scorecard history uses a MASSIVE amount of SFDC storage. Over 6 months with 7 Scorecards and 2,500 customers, the Scorecard history used 4GB of SFDC data. Salesforce charges a ridiculous $3,000/GB/year for storage! So in 6 months we racked up an additional $12,000 in recurring annual fees with Salesforce. We changed the history tracking down to 48 hours instead of 12 hours, but that still puts us at 2GB/year -- $6,000/year in additional SFDC storage costs. We are also rapidly expanding our customer base, which going to make this number grow even more. The feature request here is to allow history tracking with time periods greater than 48 hours. This could substantially cut down on data usage. We would be

We have a journey map that we've created using linked CTAs with respective Tasks. We are investigating sending out Copilot outreaches to certain users at the completion of specific Tasks. When building a Power List, I can see which accounts/users meet the criteria, but is there a way to see which Accounts meet the initial criteria, but don't have a user to email? This would be good to know, so we can make sure all our customers are getting emailed when they should be and if there isn't a designated user to email, our CSMs can clean up SFDC to reflect the right users.

Is there a way to create a token field in a Copilot email that contains a tokenised link?  I'd like to be able to embed an email address directly in the text.  Something like this...  "if you have any questions, [Account Owner] would be happy to help you...." where the [Account Owner] token displays the Account Owner's name, but also is a clickable link that contains the Account Owner's email address.

I am looking to have some of my team update our contact lists in SF using the bounced reply info from CoPilot outreaches. I am hoping to export a spreadsheet of all hard bounces across all outreaches. Currently, I can only see how to export on a per-outreach basis and the does not always include the contact name and account. Thanks! -Ben

It seems that the only filter operator available in UI Views is 'AND'. Please add 'OR'

The GSnap analytics view is great insights. It would be helpful if you could sort by columns, so you could look at only recipients who did or did not open the GSnap, for example.

There is a product limitation of exporting edited reports. When changes like filters or report visualization type(pie vs table) are made, these will be carried over if the report is exported. However, if a user attempts to un-check a field value this will not show on the exported image.

It would be great if I can Add a SUM to a graph.  I know that Salesforce reports allows you to add a sum, min, and max to any graph on any field.  An example would be to have a graph with Customer levels by ACV and have the option to sum the total amount of ACV I have by the sum of customers I have. 

what permission set is used for copilot analytics? The feature expressed here (my user cannot see "analytics," it is greyed out) https://support.gainsight.com/Product_Documentation/CoPilot_and_Automated_Email/User_Guides/02_Revie...

We've discovered that making changes to the name of an email template will nullify (or re-set) the "once in a lifetime" setting that was previously set on the outreach that uses that template. In theory, your power list should only grab customers who fit the set criteria and you wouldn't be likely to send duplicate messages; however, when we recently ran a manual push of an outreach to distribute it to customers who should have received it in the past, and the template we used had recently undergone a slight change in its naming convention for tracking purposes, it resulted in the delivery of this message to several customers who had already received it. Perhaps this is my own naivete, but I had thought that once a template or outreach was created, it was set and name or text changes wouldn't alter the tracking of its history. Since that is not the case, wouldn't it be cool/convenient if that was the case? 

It would be great to have two UX updates to the Data Load Configuration page where you enable objects/fields to be used in a 'Load to SFDC' rule. #1 - After you click the '+' sign to select an Object, it's not clear that you need to click on the object name again to get the fields to show up in the field selection box. #2 - I find that I am almost always in the process of building a rule when I realize I need to add an object/field to make it work. It would be IDEAL if we could either 1) Open the Data Load Configuration page in a new tab so I can keep my rule page open or 2) Have a button to take me back to my rule or at lease back into the Rule Engine 

I think this idea was posted in the regular community, but it came up with the new UI today especially with the inability to click on the sections in the Summary. CSMs would like to be able to customize the order of the links on the left hand side according to the ones they use the most. CSM also pointed out that in the Summary section, the widget that contains Health Score is called that, but the link to see more details is called Scorecard. Thought it would be more intuitive if those matched so that you'd know which link to click for more info.

Currently, Gainsight dashboards only allow you to scale containers to 50% width and fit two containers across a dashboard.  I would like the ability to scale down the width to 25% and possibly fit four containers and reports across a dashboard.  I have some very basic, but useful pie charts that would have no trouble fitting four next to each other.  Instead, I just have a lot of unused white space.