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As our AMs get used to the new C360, one capability they miss from the Account Page is the View All button available from the Activity History related list section. The View All button displays a list of all the activities/tasks that is very useful because you can search history/emails by keyword.  As you continue to work on the C360 and timeline interface, please incorporate capability to view/search all records linked to the Account/Customer.

When writing the outreach campaign, I could not find where the choices for token mapping were set.   I scrubbed documentation with no luck.  I figured I would post this in the community with the answer since it took me so long to find it.  -

It is my understanding that you can limit the duration between the same outreach (e.g. if you have a recurring schedule outreach, you can ensure the same contact doesn't receive the same outreach in 30, 60, or 90 days). Does the roadmap include a way to control the the number of emails that a single user receives in a given period of time? For example, an option to set a limit that keeps a user from receiving too many emails/day/month/etc.? We're getting ready to incorporate more nurture campaigns into our model and want to make sure we don't spam users in the process. Thank you!

When I send a Survey using CoPilot, I can go to the Analyze tab for the Survey, click on the Responded bar on the Survey Response Statistics and get a list of contacts. If I click on the Undelivered bar, I get nothing (even though 465 didn't get through). I logged this as a ticket (11475) with Support because it seemed like a bug. Support responded and indicated that this is expected behavior because the data is pulled from the Survey object. The workaround is to go to the Cockpit -> CoPilot -> Outreaches and view the Execution History. The challenge is that it's unstructured text and therefore difficult to use to update a list of Contacts to mark them as having bad addresses. My suggestion would be to provide the same functionality for Undelivered that one gets when clicking on Responded. In fact, it would be good to see lists of contacts for each of the bars. This would involve creating an

We use the attributes section to differentiate between our multiple product offerings, and would like to maybe customize the section ie. ability to add widgets, remove empty space, etc. The section currently is extremely dull.

We set multilingual surveys for App Annie. For each outreach, we set up the default language the survey should open in.  Justin, App Annie's VP of CS, said it would be much better if the surveys automatically open in the set language. Currently, the behavior is that they load in English for a few second and than change. 

We have some pretty robust HTML templates built by some of our other internal teams. I would love to be able to pull these templates into Gainsight somehow, ideally into CoPilot.  Is this possible? Are there instructions I can follow somewhere? Thanks! -Ben

Would it be possible to add a feature that allows one to customize the legend in reports?

It would be great if you could divide data by Manager on reports without actually typing out each employees name

To make my life easier. Once upon a time, I would make abeautiful dashboard with 10 reports called "Executive View" for a Sales Team. I show that to my manager and he says, "Wow! Great! I like these reports on this dashboard, but I want this same dashboard to be filtered towards the Services team, QBR Team, and our CSM Team!"  Luckily knowing Gainsight has Dashboard level filters and all  my reports all have a role filter, I did just that and showed it to may manager. He says, "FANTASTIC, but I want a separate dashboard for each type of role, but same reports". I later found out that the Dashboard filters can't be set by the admin, but by the user, however my manager wants different dashboards. I ending up making those same set of reports 5 times (5*10 reports = 50 reports) After that ordeal, I almost quit my job (not really : D) . However, I really wish the dashboard filters can be set by the admin at the dashboard level right off the bat, so I won'

In the Customer 360, within the Contacts section, contact details are displayed such as names and email addresses. It would be a huge timesaver if these email addresses were hyperlinks to start a new mail message to the contact, either with the local mail client or maybe CoPilot.

In order to allow for easy access to ADMIN related tabs, and minimize back and forth between pages, would it be possible to have the ADMIN tabs viewable while on ADMIN related tabs?

When viewing a scorecard, I am constantly filtering the full list of clients based on the attribute showing on the scorecard (ie- usage scores above/below a certain amount, contract value above/below certain amount, etc) to get a specific set of clients that all have the same attributes. Sometimes I want to export this list, but when I click the export button, it doesn't apply the filters I had just set, it exports the full list- which isn't ideal.

Can CoPilot send a preview email to internal audiences, such as the CSM that the email is being on behalf of? For instance, I am setting up a new customer introduction email and would like the CSM to quickly review and confirm they like fun fact I've included about them. Any chance that I can send the template to them? 

Is it possible to preview what an email from CoPilot will look like on Mobile? I've added a table with photos and want to ensure it'll look good on a phone before executing the outreach. Even if I could send a test email to myself as a way to check, that would help. 

This is the first in a series of posts highlighting specific use cases captured in Vault by a specific set of downloadable Assets.Today's use case will be how to build out an effective and insightful NPS program. All of the following assets are found in the Manage Customer Risk folder > Sentiment Risk sub-folder.Surveys:If you haven't built your NPS Survey yet, download our pre-built one under the following title: General NPS SurveyJO Templates:There are a number of useful JO Templates to help you automate your NPS Program. You can download a Template to send out the NPS survey and a second to notify your CSMs whenever a survey is sent to one of their customers:  NPS Survey Email Inter

Under the Owner filter, would like to be able to identify groups of owners.  For example, the manager of the AMER CSMs could look at the Cockpit and show all the CTAs owned by the AMER team of CSMs. Using the filter for this task is not realistic. Wonder how companies with groups of CSMs are managing the teams of CSMs ?  we have reports and dashboards created, but would be nice to view in the Cockpit in an easy fashion as well.

I am seeing a growing need for pivot reports built off of SFDC Data. It appears only MDA data can be pivoted on. 

I've been telling folks that attending Pulse was like spending 4 days plugged into a 240-volt outlet. It was a thrilling experience of absorbing ideas and frameworks for both thinking about and attacking customer sucess. I wanted to share the lessons I learned that, at the moment I heard them, made me scribble them down furiously. Hopefully it's instructive for folks who couldn't go to Pulse, and I'd love to hear what rose to that level for other attendees! Top Takeaways We can always do better at knowing how our product is used. Ask 10 different employees what the most common usage flows are for successful customers, and you'd get 10 different answers. That's a problem for those of us trying to craft the "correct" experience for each customer, and is setting up our less experienced CSMs for strugglesville. Research & decide on the best customer experiences/journeys and use cases. And aggressively compile and internally share the stories t

I am trying to create an email template that I can send to myself and other admins in the company to give me a quick rundown of all CTA's that were created today. I am having difficulty structuring the power list so that Gainsight can find myself, has anybody tried doing something like this?

When a user previews a Survey or Playbook or Email template asset, they have to scroll through the pop-up window to view more than 1 or 2 questions, or more than 3 Playbook tasks, etc.  Customers have complained about our poor use of space in Cockpit > Playbooks when they're viewing the associated tasks, but it seems like we've introduced the same minor annoyance with Vault assets. In Surveys and Playbooks, the limited view makes it a little unclear that more tasks or questions even exist in the asset. 

It would be really helpful to be able to incorporate an IF-THEN-ELSE type of an approach to outreaches where you can send one of multiple templates within a given outreach. For example, if I have three different onboarding emails, one for each engagement model, rather than create three separate outreaches it would be great to be able to do something like Action 1: Send template A If Segment = HIGH TOUCH Action 2: Send template B if Segment = LOW TOUCH and Contact Role != Admin Action 3: Send template C if Segment = LOW TOUCH and Contact Role = Admin Action 4: Send template D if Segment = TECH TOUCH This would help streamline the list of outreaches and make them more managable.

I'm trying to determine the best way to remove certain people from receiving CoPilot emails from a send I'm scheduling for tomorrow.  Does "Contact::Email ---not equal to---email address" remove them? I'm trying that now and still getting a few emails showing up. 

What's the best way for a 1:M CSM to communicate bounces from Copilot to her marketing team for ongoing contact maintenance?  Right now, we're discussing a Reports 2.0 on the 'email log' object that is put on a GS dashboard/layout & emailed once a month.  But tables of data emailed via dashboards in a Powerpoint is not ideal -- it's difficult to read and work with.  Other suggestions?

Hi There,  We have completed a survey using Gainsight Survey. Now we would to segment out the list contacts from the survey based on the answers and send another email through co pilot for this list of contacts based on their survey answer. There a way to do this? At the moment we have to export this list from the analyze screen which sometime doesn't include their email or contact id so we can filter this list easily from Co pilot. I wish we can choose the additional fields to be exported out from the export function on the survey. Mei ling