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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 Internal - NPS Notification to CSMs  To fully automate the NPS process, you can set up JO Templates to reply to NPS respondents of all types. Available Templates in Vault include: NPS Promoter Response   NPS Passive Response   NPS Detractor Response Rules:The first type of Rule you'll want to set up will ge

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 that our customers have to tell us about

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

Reports now are default sorted alphabetically in a descending order (or Z-A). Some users however may prefer sorting in ascending order (or A-Z) by default.  Users can now change the order by clicking the field that they are sorting with until their desired order is reached. But making a way for people to sort and save their reports that will retain the desired sorting would be beneficial and convenient!

For Sponsor Tracking records in the 360 where we have detected a change, the "Ignore Change" button in 5.0 is directly underneath the mouse over icon to review the changed data.  Today I momentarily forgot that this icon was a mouse over and wound up clicking on it instead, which resulted in an inadvertent click on the "Ignore Change" button.  Lesson learned on my behalf, but such a mistake might make a customer upset since they didn't get a chance to see the changed data.  I suggest we move the "Ignore Change" button so it's not directly under the mouse over icon.

Sometimes you just want to peruse the vault to see what's new and get ideas. It would be great if either there was a separate tab for Vault or there was a link to access it on every page. 🙂

When we created the Relationship Scorecard measures, each has a field for a description.  However this description doesn't show on the end user's view of the scorecard when they're updating it.  We tried to work around this by using really long descriptive names for the measures, but those are also truncated in the end user's view after about 30 characters.  Can the UI be updated to show either the full name of the Measure or the Description somewhere the end users can see it?

Actions such as;  change score, trigger CTA, change health score, etc, all from the rules engine. 

The new multi-language functionality for surveys is great! However, one bit that would be a welcome addition is the option to add translations for "Select Language" for the top right prompt on the survey. It stands out a bit as that is the only text that stays in English when you select a translated version.

After 16-18 hours trying to work with surveys and co-pilots it is hard to imagine this functionaity has been tested thoroughly. Not only are the rules driving distribution not effective in surveys, the email templates and power lists are filled with issues.  There is no way to personalize outreach follow-ups.  On top of that, them moment you attempt to copy of edit an email template, bugs cause the HTML to create color changes in text and fields that make the emails unsendable.  Does anyone have to use an outside program to send NPS survey's?

Hi Community - here's [i]What's New in Vault!   New Assets Nominated:  Gainsight Community -- what awesome ideas for playbooks, surveys, email templates, and rules do you have? New Assets Published: 1 playbook, 1 survey, 4 CoPilot templates published in the last 2 weeks Annual Health Check-In Playbook - Prepare and execute an annual customer 'health' meeting. CSM Satisfaction Survey - Evaluate customer satisfaction with their Customer Success Manager. New Beta Feature Participation CoPilot Template - Invite a subset of customers to participate in New Beta Feature testing. Habits Decline (Green to Yellow) CoPilot Template - Address improvement and offer help when a customer drops in Habits from Green to Yellow. Severe Habits Decline (Yellow to Red) CoPilot Template - Address improvement and offer help when a customer drops severely in Habits from Yellow to Red. Habits Improvement (Yellow to Green) CoPilot Temp

Would like the ability to change the column titles in the output of the tables in the Success Plan PowerPoint. Right now the table on tasks has a Due Date, but would like the ability to change that to something more relative to us, like Enter Date. Would also like to add a column for Close Date to show when the task or objective within the Success Plan was actually resolved.

We send overdue CTA emails internally to our CSMs and, similarly, to how the Gainsight Daily Notification emails work, we'd like to include a field map that is a clickable link to that overdue CTA.

If the parent account responds to an NPS survey, this would then transfer to the child accounts as well. Or Some sense of hierarchy while building survey to note whether this is sent to parent v. child accounts. 

I am trying to clean a clients environment and one thing I noticed is that it does not show a dependency if there is a lookup between tables/subject areas. I know it adds a dependency if a field is used through a look up in a report or rule. But, doesn't say what table is utilizing it without going to a report Would it be possible to add this in the dependency section? basically listing out what tables look up to it?