Archive

Hi Community - see below for [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: 4 Surveys, 4 Playbooks, 4 CoPilot Templates published in the last few weeks Sales Handoff Playbook - ensure a smooth Handoff from Sales to Services/CSM Product Risk Playbook - manage a risk situation where a customer has a functionality issue with the product Special Event Playbook - manage customer attendees for any type of special event (e.g. networking events, sales breakfasts, summits, conferences) Go Live! (High Touch) Playbook - transition a customer from training and implementation to launched and adopting in a high-touch fashion New Beta

I constantly have customers asking to clarify the object groupings in Reports 2.0 when searching for their source object.  There seems to be confusion around what is a "Gainsight Subject Area" vs. "Salesforce Object" vs. "MDA".  MDA is pretty straightforward accept when Account or Customer Info object gets auto generated from something (i.e. Running a SmartSign) then you have 3 objects lists as Customers, one in each section. Quite confusing. It becomes a challenge saying if you pick "Customers" in the Gainsight Subject Area this is actually the same as if you search for "Customer Info" in the SFDC object section. My advice would be to change Gainsight Subject Area to say Gainsight Objects. That could include all reportable GS custom objects that live in SFDC and take them out of the SFDC objects section. 

My co-worker and I are having troubles finding how to add dependent questions...  it would be helpful if you added some help / hover text over the link image, or add some text next to the link image so that it is a bit easier to tell how to add a dependent question. Thanks!

I have been creating some great emails via Co-Pilot, but our Legal Department requires a specific signature from our CSMs for external emails.  It would be great if in the Power List creation, I was able to grab User fields specific to account owners, or CSMs.  I can do cross object lookups via SFDC email templates, but am running into limitations in CoPilot.  I can create fields on the Customer Info object for CSM phone number and CSM title that are formulas from the user object, but with SFDC audits I would prefer not to create fields for the sake of putting a signature in an email.  Any help is appreciated!

Is there a way to include critera in a Power List to only fire when a previous outreach was successfully triggered? For example, I have a nurture email that I want to send based on a usage trigger, however I don't want that email to be sent unless the customer has previously received a "Welcome to Customer Success" email triggered via another Power List outreach.  basically don't want the 2nd email to precede the first.

Our company has several key account objects that are picklists in SFDC we would live to show in the Summary section of the CS360, but they cannot be read there and instead appear as "---." It would be great if they could be read here.

Having an issue when adding chart with more than few time groups per date and week. They are always aligned horizontally hence they overlap over each other. Idea: if they start to overlap, automatically switch them to vertical alignment so each date is clearly visible which is not the case in the example below (taken from exported .pptx):

When trying to widen columns in a tabular report, there is no dividing line between columns.  It would be great to see some sort of very fine line that shows the middle, leading you to believe you can drag and widen.  Now, you have to carefully hover to see the cursor change over to widening arrow.

This may be an off the wall idea, but as I sat at Pulse this week and scribed for Twilio, they use an application called Trello to allow their CSMs to post problems, ideas, and questions about Gainsight as they get ramped up.  I know we have the community to allow customers to post feedback for the product, but have we ever considered putting something in the application to drive Gainsight users to give internal feedback for how they use our product?  I see it as a way to drive adoption, learning, collaboration, etc for them and helps admins bring Gainsight on at different companies.  Maybe it could be somehow worked into Vault?

In the new UI (which looks great BTW), the Role field in the Sponsor Tracking cards in the 360 is truncated.  It looks like we have some space between the field itself and the label.  Can we shift the text box closer to the label, expand the visible text field length, and add a colon to the end of the label to distinguish?  I know we have a hover over to view the entire Role, but it's always nice to be able to see it all/more of it without hovering.

A few months back I added this idea to allow multiple actions to be added to an Outreach, which apparently was already on the roadmap. I would like to know if any thought has been given to consolidating localized versions of the same email into a shared template? My thought was, somewhere in Admin tab (i.e. Copilot config) the GS Admin could identify the Languages into which content will be localized. Then, inside a Copilot Template, you could hav

Once of the most common issues our CSMs & managers have had is in not seeing records they expect in their views & cockpit. More often than not, this is because the view or cockpit is 'remembering' a filter that has been applied previously, however - it's not intuitive or easy to identify where this is the case. It would make for an improved user experience if there was some gentle UI feedback when selecting a view that has filter/s applied. 

Instead of only focusing on a single section on C360, it would be great to group multiple sections together on a single page. Sample use case 1: Show Summary and Scorecard sections together for the 10k feet view of the customer. Sample use case 2: Viewing multiple Case reports at once - showing a chart view and table view in different sections on same page. More efficient than choosing single reports in a drop-down.

Wonder if we can find a way to make the name more noticable. Very small at the moment.

When creating a Power List, it would be helpful to be able to re-arrange the criteria rather than having them in order of add. The same is true for the added fields.

Would like an option to view all sections on C360 on a single page (like it was previous to 5.0). Having to click on each and every section is inefficient. I'm assuming that performance was a decision point to do this, but users should be able to choose.

The ability to add “sections” to a message and then create rules within your outreach to only include the needed details in your message. This would allow users the ability to only create one template and then create separate outreaches that would dynamically filter out any unwanted information  (for example, if Product field = X, only include Section 1,3, and 5 for Email Template A).

In Administration > Workflow > Calls to action, the user has to click the disk icon to save changes for each item in that section. It would be useful to have a general Save button at the bottom of each section, so that if a user makes multiple in-line changes, they can save all the changes at once, without having to click the disk icon multiple times. Yes, I posted this idea a year ago about the original UI, too. 😉

Can we darken the color? Finding it hard to read with the white background.

We have over 30 Contacts that are stuck in Pending Status. I sent the list to Customer Support and they confirmed the status  and gave next steps as submitting a request to manually update the contact with the Linked In URL. The issue with this is it is not scalable or repeatable. The Sponsor Tracking process needs improved life cyle management: If the Contact cannot be found by crawling the Internet, update the status to "Not Found-Contact GS". This would allow for a CTA to be created based on that status to alert the AM. Provide a place within the Sponsor Tracking widget for the AM to enter the LinkedIn URL directly, so this can be decentralized and not required admin action

We have playbooks with tasks that are assigned to/owned by CSMs. Sometimes, the CSM is not filled in for a given customer when the playbook is still employed (through a rule upon the creation of a CTA). So automatically, the tasks are assigned to the default owner.A major feature request for us would be to have CTAs with playbooks applied to them update automatically if the CSM field is updated. In other words, the owner of the tasks should change to the CSM automatically and replace the default owner. This is super important as we have rules and CTAs dedicated to CSM's being added after the fact and we want to be able to refresh somehow to apply the CSM information to tasks that previously did not have CSMs associated with them. Instead, what we have is a ton of tasks that are owned and assigned to the default owner (until we "apply playbook" which we don't want to do especially if there are already closed tasks in the CTA)/=.

I have noticed that in working with a dashboard, there isn't an option to add a new filter only to change the existing filters on the report. Client has 12-15 columns on the report that would like to be able to filter off of and the only work around is to add all the filters to the report (making sure they are effectively not filtering anything) and then applying them on the dashboard.  Are there any creative solutions to this?

In Copilot, there is a draft of an email for past due CTAs that should send to CSMs. I'm trying to set this up but am struggling to figure out where CTA data is stored in the databases. I thought I had written my power list correctly, but when I attempt to trial the email, it says there are no contacts.  Any suggestions or walkthroughs on how to write the Power List?

I have created a survey with a Ranking question where respondees have to rearrange a series of options in the order they want. But I have found it not so user friendly, it took me a few minutes to realize that I should drag and drop the options to make it work. Also, I think that if the arrows would be on the left hand side it would be easier to understand. Also, my problem is that the answers of people were matching exactly the order we initially had, so I think that people have just submitted the survey without changing the order. It could be that that was the order they wanted, but I can't be sure. I think it would be better

Currently, on the Survey tab, if you click +Create, users have the option of creating a new survey, or using a "Pre-Built Survey." There are only 2 survey templates available under Pre-Built. This is legacy functionality that pre-dates, and somewhat conflicts with Vault asset downloading. I thought I had posted about this long ago, but can't find anything. Can we deprecate this option? It doesn't seem like we even need to give customers notice; since they aren't losing anything and the replacement, Vault, is so much better.