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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

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?

This is sort of a multi-part idea where future CTA creation dates are easily accessible, exportable, or syncable with Google calendar. This could be manifested in a few ways: Google cal integration (and I guess Outlook too if folks still use that 😉 ) - see https://community.gainsight.com/gainsight/topics/outlook-google-calendar-integration-to-automaticall... for my vote for Google integration Gainsight-hosted calendar that showed the future rules that will create CTA's just so that we're aware that some action, whatever it may be, will be triggering a rule soon that will impact the CSM's schedule through CTA creation. In other words, this incorporates a rule timeline but to an extent that it only applies to future CTA creation dates. Perhaps even having

I have a use case where I need to compare a date field from one object (Contacts) to another object (CSTask).  Essentially I want a Co-Pilot email to be triggered to any Contacts whose Created Date >= 2 days from CSTask Closed Date.  Doesn't appear I have that option, but would love to be corrected.   If this capability does not exist, can this question be converted to an idea? Because this would be a very valuable addition.

On the C360 page, when searching for a customer, we give an append and suggest drop down that shows 10 customers that meet the partial criteria that you have entered. I have a customer that had over 100 variations of an instance and would like to see more than just 10 accounts in this drop down menu. 

I have a customer who is interested in importing a SF template into CoPilot. Is it on our roadmap to be able to do so? 

We would like to be able to re-order the list of reason values that our users select from when creating or editing a CTA.  At present, they appear to be in chronological order.  Ideally, we would be able to put them in whatever order we choose.  However, having them listed in alpha order would be a step in the right direction.

We currently have 15 different Relationship types, so we also have 15 different Relationship Scorecards (since we can't reuse the same scorecard for more than one Relationship).  I've added the same 6 Measures to each of the 15 Scorecards, but I have to configure the help text on each of those 90 Measures separately now.  It would be really helpful if the help text configuration could be added to the Measure when that's created, rather than after it's on the Scorecard, so that it could be configured once per Measure, rather than having to copy and paste every time the Measure is re-used. 

Customer would like to have real time access for CTAs for Rules creation (or as close to real time as possible). Would like ability to have real time data vs. creating 24 rules for each hour in the day.

So I have an issue when a task is created on a CTA and then the CSM goes to sync to Salesforce...the contact they attached in the CTA is not coming through on the task. It would be great if this would pull over to the Name field on the task?

We love that Gainsight has the ability to click to call, but we are having a few issues relating to how Gainsight populates the "related to" and "contact name" fields on the task.  Ideally, when a user leverages click-to-dial the SF unique ID from the Account record that was clicked on for the call should have the unique ID associated to ‘Related To:’ (SF standard field, database name WhatID) in the task.  If the number the user clicked on was from a contact record, the Contact unique ID should be associated to ‘Contact Name’ in the task.  These fields should be standard fields within the SF softphone as well that should be populated during the call and once the Task record is updated post call from Phone Systems fully committing the record details.  

Most customers take their surveys' on their mobile devices. It is proven to improve customer comments when we tell the user they can use speech to text. There was a study done by my current boss that tested this theory. They had a simple one liner that said "feel free to use speech to text here" (Siri, etc. ). My boss did a before and after and there was a DRAMATIC improvement on the amount of comments and people finishing the survey. If there is a way for Gainsight to recognize that the survey is being taken on a mobile device it would be best practice to add some text in there for comment boxes letting the user know they can use speech to text. 

I'd love it if the "Description" type box within a CTA could be expanded. It would be great if you could expand left for a larger text box. Being limited to the small and very vertical box is frustrating.

Within the Attributes section, it would be helpful if there was a back-door client login link that takes us to the Conversica dashboard. This existed in the last instance and made navigating between Gainsight and client reporting seamless.

When you are on the Cockpit page and click to view a task, it doesn't take up the entire sidebar, and you have to scroll in order to view the entire form. However, when you click on a CTA, it does take up the entire sidebar, and there's less scrolling. Could tasks be changed to do that as well?

I spoke with a customer who is interested in automating a csv export of the standard scorecard view, located under the Gainsight tab. Would like to learn more regarding interest level for this request. 

The My Notifications Settings page still contains references to Alerts, as well as CTAs. Should the Alert options be removed to avoid confusion? Also, where it refers to notifications being sent at 6:00am, it says 6:0. 

We currently have to use the business rules to setup a default metric for some of the automated scores in the customer scorecard. Ideally, we would designate the scores to have a certain value by default, unless the condition of the automated rule (or manual criteria) is met.

Team, I am creating a Power List on Survey Participant to send the Account Manager a link to the responses.  I have copied the URL from the Survey Response preview that you can do through the normal UI, and replaced the IDs with merge fields for Survey Master and Token.  I have an example where the URL is fashioned in completely the same way as the preview from the Survey tool, but it says Invalid Survey when trying to preview from the Copilot email.  Happy to send screenshots if that helps. Any thoughts? Rob

- using the rules engine - setting a score as an action in the SETUP ACTION step. Q:  Is there a way to grab a variable from the SETUP Rule/Show section and place that data into a comment box in the SETUP ACTION set ? Very similar to being able to get data from the SHOW section when you are creating a CTA (use "@" and list of variables show up to choose from)