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We are building out a few emails internally and externally about different customer usages. When a report is missing, I want to populate a message such as "Your client has not had any X in the past 30 days." instead of an image that says "No Data Available". Is there a way to do this? 

The new report repository is nice but the fact that "Last Modified By" is the default search object is inconvenient. Most of the time, I search by "Report Name" so every time I go into the repository, I have to change from Last Modified By to Report Name. It would be nice if the system kept the last object type for future sessions to save time. Or give the option to set the default somewhere else.

It would be helpful to be able create CTAs/tasks directly from an email in Gmail. Perhaps a rules based "suggest a CTA" which looks for emails from key deployment contacts, and auto-populates the account/relationship, and task name based on the email subject.

Currently when you are averaging items and doing a stack bar chart the total for each bar is summing the averages instead of averaging. AND ideally it would be nice to have that total for each bar to be a weighted average based on the count and averages. 

My interaction with support & everyone else on the Gainsight team has been nothing short of fabulous! Only issue is waiting for y'all to wake up. Any thoughts of expanding support globally? Cheers! 

From the customers tab, we would like to be able to limit the export functionality from the Gainsight UI. This was a customer request, and as of now (to my knowledge - keep me honest) we cant disable to 'Export' functionality from the Customer Tab Views.

If you're looking for Admin training and are heading to Pulse, we are offering full-day training on Monday, May 9th! Details and Registration for Gainsight Admin 101 This is a full day of training where we'll help you secure a baseline understanding of Gainsight as a whole and learn how to configure and use each of Gainsight’s primary features.  Topics covered include C360, Cockpit, Copilot, Dashboards, the MDA, Reporting, The Rules Engine, Surveys, and Usage Data.  This is featured at a nominal cost and includes snacks and lunch.  Throughout Pulse we will also have an Admin area at the VIP / Genius Bar so you can work with our team to answer specific questions are think through problems. Come join us at Pulse 2016!  We really look forward to connecting with as many of you in-person!

We have a few metrics we track over time. For example, how many logins did they have this month versus last month. In a rule, I can create a comparison for the last 4 weeks compared to the last 8 weeks, but I haven't been able to figure out how to say the last 4 weeks compared to the 4 weeks prior. I'd prefer not to have to write this to another field to do the comparison.  I would ideally want to show customers who's logins have dropped between last month and this month by a percentage. Or if they have grown what that percentage is. Is there a way to do this now? Or would this need to be built?

In Reports 2.0, we have the ability to relabel fields we put in the Show field to something more meaningful (i.e. Count of Call to Action ID can be renamed to Total CTAs to display on a report). We have run into a situation where it would be really handy to re-label fields that display on C360 Summary or Attribute tabs for example, without changing the actual field name.  That way we would not need to change the underlying rules, powerlists that depend upon that specific field, but display the field with a different label elsewhere within Gainsight.

When you are writing rules related to customer data that is not Account level data (looking at the Many of the 1:M side) - say Milestones, Contacts, Usage, Opportunities, Assets, there are lots of potential scenarios where you want the accounts that do NOT have something.  An example? I want to fire a CTA for any customer who does not have a Contact marked as the Exec Sponsor.  So I want to be able to do this: Evaluate this rule for all Customers (or perhaps with some filtering/segment on Customer Info or Account) Find those Customers who do NOT have a Contact record that meets this criteria (Contact where Exec Sponsor checkbox = True) Create a CTA for the CSM to Identify Executive Sponsor Today: you need to add something to the Account or CustomerInfo to track this (so extra field + 2 rules required to do this) I was surprised this was not out in our Community as an idea so I'll post to see the interest in this from all of you. (A Left Outer Join option against Customer o

We have a report 2.0 to pull info of open zendesk ticket into c360. However, the challenge is to create a new ticket (e.g. the CSM in gainsight talking to the customer on the phone) and to follow up any existing tickets, CSM would have to go to zendesk page, log in, search the ticket # /account name, or create a new ticket from there. It's doable but it's not efficient. And my team is asking if there is anything gainsight can do to make the switch btw the two platforms more convenient?  ideas including   1) ticket hyperlink - which I believe today's integration can achieve 2) quick link from gainsight c360 to zendesk page of the same account (same concept of c360 to sfdc account linkage)  3) a create new ticket button  #2 and #3 would be very helpful and make gainsight-zendesk integration more worthwhile. 

With powerlists & outreaches, we have seen where these can get stuck in a status of "in queue".  You have no way of knowing which power list or outreach is in the queue by looking at the status.  The only way to find out which one is in the queue is to look at the execution history of each powerlist and find the one that has a status of "in queue".  It would be great if you were able to actually click on the "1 powerlist" to see which one is in queue.

It would be great if there was a way to include or exclude an existing powerlist when creating a new powerlist. I'm finding that for certain communication types, we're essentially building powerlists that are combinations of existing ones or that seek to use a set of criteria (minus people in a specific powerlist to avoid duplicates). For example, we have one communication that needs to go to all Enterprise clients if they are a certain role PLUS all Agency clients independent of role. Generally those groups are treated differently for all other types of communication but for this specific comm, we need to include both groups.  Having this include/exclude powerlist logic would help us scale and ensure parents groups are properly updated if we need to update a child powerlist. 

Business Need: We require the ability to specify multiple contacts from a Power List originating from an Opportunity.  The Contacts we need to send to are specified on a custom object we have called Customer Subscription Contacts (CS Contacts).  To make a connection to the proper contact, we have mapped proper CS Contacts into the Customer Info table.   We now need to specify in the Power List criteria multiple Customer Info email addresses for the Power List to generate. Request: Allow for multiple contacts to be specified in the To Filtered Accounts section of Power List. Notes: Our workaround for this was to create 3 different Power Lists (one for each email address we need to specify) and 3 associated Outreaches.  As you can imagine, this will get rather messy to maintain as we grow.

We would love to be able to send automated emails more frequently via CoPilot, such as sending the welcome email to new customers three times throughout the day.  We like to reach out to new customers within a few hours of them completing the sale, but we can currently only send the automated welcome email via CoPilot once a day.  We were able to work around this by setting up three different outreaches to go to different power lists that are differentiated based on the hour a sale is completed, but being able to schedule an outreach to happen multiple times in the same day would make this much easier.  

Hi Community - here's [i]What's New in Vault!   New Assets Nominated: [list] Gainsight Community -- what awesome ideas for playbooks, surveys, and email templates do you have?[/list] New Assets Published: 3 surveys, 2 playbooks, 8 CoPilot templates published in the past few weeks[list] Readiness Survey - determine prospects' organizational and data readiness for onboarding Product Feedback Survey - gather feedback on customer satisfaction/desired product enhancements CEO Feedback Survey - gather feedback on the overall performance and areas of improvement for the company's CEO Executive Re-Sell Playbook - connect a new Company Executive with their internal Executive Sponsor to re-sell the company/product value Product Overage Playbook - manage potential customer license/capacity overage, including engaging in Upsell conversation Executive Re-Sell Template - sent from Exec. Sponsor, re-sell the co

Under the Data Management tab I added a field to capture the external ID for a value that I am loading through a rule and need to be able to update if it changes. I marked it as "hide in reporting" because it has no real use outside that context. Then I went to the Data Load Configuration and couldn't figure out why that field wasn't showing up. I unchecked the "hide" option and there it was! So my idea is that "hide in reporting" should apply to reports, but not to the data load!

There are always known issues floating around that are in the queue for fixes, but we don't have an easy place internally to search for them - there are times where I think that I remember something being a known issue, but have to open a ticket to find out.  If we have a place to post these issues as they come up, at least internally, that could mean less tickets opened and less resources used to turn around an answer of "known issue, will be corrected in a future update".   Thoughts?

I've created a report that displays sum of ACV by CSM. I'd like to add that report to a copilot outreach. Unfortunately, copilot requires you to select an "account" from which to pull the info - thus prohibiting me to send the summary report. 

We have departments that might have Customer overlap. I'm looking to see if there is a way i can report on CTAs that are assigned to individuals in a specific department. Meaning, we have 15 people in 1 department that could be assigned certain CTAs (including manually created CTAs), and we want to report on that department's closure rate. However, i can't figure out how to report on those CTAs unless I specifically list out each assignee by name. Can we ever have a "Assignee = Customer Info CSM field" as a filter?

Over the last couple weeks, we have started building out surveys and emails that need to be triggered off data that is in MDA. When we begin to create our power list, we select Matrix Data -> The Data we would like, and then we get the spinning wheel of death.  Is this a known issue or is it unique to us? We want to begin trialling these this week with our team, but this is a roadblock for us. If we cannot get this to work, it is going to create multiple steps for us to push the data we need into Usage, or Customer info, or Salesforce to get this to work. At this point, using Copilot to pull this together is our best option. Do you have any suggestions for how to get this to work?

We need the ability to lock measures that are being set via the rules engine.  If measures are meant to reflect usage data, case data, etc then we don't want the CSM to be able to overwrite the value.  

Can you add the functionality of having a power list sort in list view?

Christopher Sanderson submitted this ticket regarding an express customer: https://gainsight.zendesk.com/agent/tickets/9022 One of the users has SF license called "Force.com App Subscription User". She has access to Gainsight and can see customers and the tabs but they are having trouble giving her permissions to CoPilot, Playbooks, and surveys. I have never heard of users with this license using Gainsight so I am wondering if this sounds like a limitation for that license. He let me know that she is the only user in the workshop with this license but their whole team has this license. I found information on the license here and am wondering if this is why the user is not able to get these permissions. https://help.salesforce.com/HTViewHelpDoc?id=users_license_types_available.htm Any ideas?

Our Pro Serv & Training Teams use Wrike, not linked to SFDC. I'd like status changes of completed in Wrike for some key tasks (such as training/services scoped, training services delivered) to be added to Gainsight as milestones. Has anyone achieved this successfully?