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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 to have 2 panes, one with the original list and the second with the new order chosen by the person responding.

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.

New functionality of copilot - Log Email to SalesForce Activity. Does the SF activity have to be assigned to the user scheduling the outreach? We are running co-pilot emails on a weekly basis, and since I'm the admin, they are "assigned" to me when they get created as an activity in SF. Can we get them assigned somehow to the CSM?

We currently have Survey templates for 1) Post-Event and 2) Implementation, and #2 includes training feedback questions. I think it might be practical to also have a Post-Training survey that's not necessarily tied to implementation.

Do we have an email template planned for re-engaging with a customer that we haven't heard from in awhile? In general, it looks like we have a lot of Playbooks addressing customer risk issues, but we have very few email templates for risk. Is that intentional, because we envision the CSM reaching out personally to a customer, rather than using mass email templates?

Allow the Cockpit user to select the List View fields (Renewal Date, ARR, MRR, Users, etc.) they would like to see. I have a prospect considering GS for two different lines of business. One has customers with renewal dates, the other does not. It would be great if the GS admin could make a set of List View fields available for Cockpit users, who could then select the two they want to see. Or allow the GS admin to assign List View fields to specific users.

We have a couple internal emails setup. One is to notify a CSM they have past due CTAs. I noticed when we send internal emails, we don't get the same level of reporting.  I'd like to be able to tell if CSMs have opened the email. This will help us determine how CSMs are engaging with the emails and Gainsight.  Here is a screenshot of what I see for one of our internal emails when I click on "Opened": We also have an email that does not go to someone who is either a contact in SFDC or the CSM, but another team who does not really have a field in SFDC or GS. Instead, we pull the email address from an MDA subject area. For these, we have zero ability to tell who did what with the email.  Here is a screenshot of an example. We see things have been sent and opened: But when you click on opened, you see this:

Scorecard History View on the C360 is by far my favorite. The hardest part about understanding why an overall health score is bad or not, depends on understanding the weights of each scorecard measure. Having that weight next the measure would be super helpful. In addition, if a Scorecard is stale, it should not show in the history but instead another ugly color to be identified as stale.

Hello, I'm wondering if it might be possible to show multiple scorecard comments on the C360 scorecard view?  Right now, we have our rules set up based on severity where the most serious drop in score happens after all the other measures have been reported.  However, this means that any scorecard comments for less severe situations get replaced by the later rules.  We also may have multiple reason codes set for a severe situation.  Right now, the scorecard comments only allow us to type in one overall reason like, "Customer A has an active Cancellation, Contraction, or Merger CTA in the system".  We would like the message to directly say, "Customer A has an active Merger CTA in the system".   The dependency on this is that our C Level team would like to be able to look into the C360 and know immediately why the overall score is a particular color/number. Any chance this might make it into the next scorecard update?  Thanks!

Hi Community - here's [i]What's New in Vault!  New Assets Nominated: Gainsight Community -- what awesome ideas for playbooks, surveys, and email templates do you have? New Assets Published: 8 playbooks, 8 CoPilot templates published in the last 2 weeks Executive Engagement Risk playbook - drive value and execute strategy when a customer Executive is disengaged with the product Drop in Usage playbook - provide aid and training when a customer's usage drops Habits Risk: Stalled (Yellow) Adoption playbook - improve a neutral trend in customer adoption or habits Data Risk playbook - mitigate risk and determine path forward when a customer faces a data risk issue Training/Adoption Opportunity playbook - discover and execute an opportunity for customer training and/or increased adoption Move to Adopting playbook - transition a customer from Launched stage to Adopting stage where they are fully self-sufficient Support Risk: High

We would like to have a "fast pass" Override that allows us to set some rules to affect the overall health score for issues that specifically need higher levels of attention.  We already  have a tiered rule system that runs based on time and has the most severe (lowest score) rules running last every night.  However,  it would be extremely valuable to be able to set a specific reason code to affect the OVERALL health score instead of having to estimate the affect on the overall score by creating multiple CTAs in  different areas in order to get the visibility for higher risk accounts.  The current system that we have has potentially resulted in lots of noise in our system.  I am told that an update coming this Spring/Summer might be able to provide some form of this, but I wanted this situation to be considered as the new scorecard schema was being developed.  Thanks!

In the report builder, when I'm trying to find and view multiple reports in succession, it's frustrating that my filters aren't sticky, so I keep having to start over w/ the filters. I also don't have a back button, so there's no way to go back to the list of reports I was just looking at. I'm not sure if anyone else experiences this or has posted about it. I tried to find an existing post, but there are so many for Reports! 😉

Hi There, Before April 2016, we were able to enter an email instead of a field in the Reply to field in an Outreach. This was useful as we sends monthly emails to our customers and we don't want our account managers to be bombarded with replies back from the customers without filtering. As our team is small and don't have room to handle all communications. Could we bring this back.  Regards, mei ling