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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

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

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

I was looking for a CoPilot email template in Vault for scheduling EBR/QBRs, and I didn't find anything. Should this be on the list?

Currently when I pull in data to the MDA and use Join tables I am unable to use a filter for a CSM and set it to "Current User". It would be nice to have this ability. 

I want to be able to customize the hashtags that are automatically populated in a chatter feed within a CTA.  Currently the two hashtags that auto-populate are #Gainsight-Cockpit and #CTA_Name. I want to add #Account_name.

I've set up a few rule chains for my customers, and there are two pieces of feedback about the UI I was wondering if we'd thought about. 1.  The calendar icon when running a rule chain manually does not allow you to click in and choose a date for rule execution. 2.  The date format is fine if we are only accepting YYYY-MM-DD, however is it possible to add text saying this up front as opposed to only getting this error message when inputting a different date format?  Non-rule chains are in MM-DD-YYYY, so perhaps consistency between the two would be ideal as well. 3.  A question about h

SUMMARY  Gainsight will be performing Scheduled Monthly Data Sync Activity over the weekend of 16th April 2016.   STARTS :  Saturday, April 16, 2016  from 1:00 AM  CST   ENDS : Sunday, April 17, 2016  12:00 PM CST   This is a routine monthly activity performed to sync up data across various databases in the backend. This activity does not have any impact on any of the user facing components.  This communication is only for information purpose only.  FOR MORE INFORMATION Please subscribe to this article for updates. If you have questions, please open a ticket with us by sending a note to 

Hello all, I love the addition of being able to send follow up outreaches based on a outreach that was already sent. But I feel like you are pretty limited to sending survey reminders or simple emails.  The reason being that since the power list that gets created is built of the email logs object. This limits the ability to use the same tokens that are used in the initial outreach. The only options availible are fields from the Email logs or contact object.  For example if you build the first power list off a custom object and use an email in the from email from the custom object you aren't going to be able to do the same thing in the follow up power list because it is built off the email logs. I know the structure is simply not set up to work any differently and it works as it is designed but I anticipate a lot of customers will see it as a let down when they reach this limitation.  Is there anything on th

Lately, Support receives one or more cases a week because rule names or descriptions containing quotation marks fail to schedule. This week, Greg Haugen from Jamf Software ran into this problem and recommended that we add a hover over the "?" behind the rule name and description fields to remind users that special characters are not acceptable in these fields. I've added this detail to multiple rules docs on Gainsight Go, but it seems perfectly suited to hover/help text in the app.

Hi,   Some of our CSMs (and others across our company) have been confused by the post renewal date language, "Overdue by XX days" on the renewal date section of the C360 summary.  The language leading up to the renewal date is great, but the word "Overdue" is causing some unnecessary excitement.  It would be great to be able to customize that language to not include anything after the renewal date passes.   Thanks, Elise

I have CSMs on leave and need to reassign their CTAs without removing them from the accounts. I would like the ability to schedule Mass Edit operations, or roll the Mass Edit function into the Rules Engine and allow the same.

We're sending NPS surveys out of Gainsight for the first time this quarter, instead of SurveyMonkey + Marketo. I love that I can set up a follow-up outreach using the brand new feature, since that significantly increases our response rates. However, apparently (via support ticket 9595) I can only set up the follow-up after the original outreach that sends the survey has actually been sent. Before then, the outreach's "Follow-Up" tab is not available. I'd like to be able to set up my outreach, set up a follow-up on that outreach, and schedule that follow-up outreach for three days after the original outreach. That would let me put all my ducks carefully in a row before actually launching the original outreach, and then all I have to do is kick off the original outreach. That sense of calm & preparation is

So on the C360 we have a section pulling from the Contact object. In addition to the columns pulled into the table layout an Action column is automatically added by the system where you can either Edit or View the Contact record directly. Firstly it would be nice if this could be configured by the report builder rather than automatically added by the system More importantly no such feature is available in Reports that are surfaced for example on the Gainsight dashboard. For example I have a report on the Dashboard that looks at a CSM's Contacts across their accounts but if they want to jump directly to a given Contact record in Salesforce we have to include the ID so they can paste that into the Address bar or the email which they can then search upon in Salesforce. It would be great if we could add a View/Edit Contact column/feature in these types of report.

Within Copilot. It would be useful if there were "folders" or some other organization structure for email templates. As a CSM, it would be great to filter by different categories such as general outreach templates, email, training templates, surveys etc.  As templates are added it is unwieldily to scroll down the page and look at all the template cards. 

Currently if you send a survey using CoPilot you will not see who has "not responded" or is "undeliverable". This info can only be found in the CoPilot analytics. As a user sending out a survey I would like to be able to see all participants responded or not, sent to or undelivered like I normally would see if I send a survey using a csv file or added in participants manually to take a survey. 

#1. Add the ability to enable Account drill-down from a report within the C360 page.  When reporting on any data that is related to an account within an Account Hierarchy, there are a number of use cases to see aggregated data from the C360 page, along with the ability to drill-down.  For the example below, the report is filtered to the Parent Account (the C360 page I was on to access this report) but the Account Name is the children accounts that are related to this Account. Though I have the ability to drill into the Account by accessing this report from a Gainsight Home page, I can not access these accounts when this report is placed on the C360 page.