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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/capa

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

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.

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?  

There needs to be a way to run reports to look back at the last 365 days.  My biggest use case is pulling reports on to dashboard it would be nice to have a look at the last rolling 365 days.  Currently you can get a rolling 90 days and current/previous quarter but last 365 would be great.

With the ability to change report filters and have those changes be sticky, it would also be convenient to have a "Revert to Default" in the filters. So for instance, if I have a report on the dashboard that is called Renewals Current FY and it is filtered in the report to show renewal amounts by month this fiscal year and I change the filter on the dashboard to show previous fiscal year, then I would like to be able to have an option when I click on filters to just click "Revert to Default" so that it changes it back to how it is set in the report originally rather than having to remember what changes were made. This will come in handy especially when there are multiple filters applied to the report and are changed.

I have created various reports to add to a dashboard. Its sometimes nice for users to go into the chart and play around the options. However they then forget what the initial chart option was and they are stuck with what they changed it to.  A Revert All button would be SUPER useful and think its a pretty important one! Thanks Naquiyah

Currently there ability to calculate the age of a CTA is possible, but the ability to calculate the Age of a Task or between Tasks is not. We've recently developed a Customer Journey Map that we use CTAs/Playbooks/Tasks to guide customers through their journey. Some metrics our executives are interested in seeing include how long, on average, it takes a Customer to complete a Task, Stage, and complete journey. We have the ability to determine the entire length of their journey and the length they are in a particular Stage, but do not have the ability to determine how long a customer took to go from Task X to Task Y.  We currently generate age outside of Gainsight using excel formulas. If this capability was added to Gainsight's reporting capabilities, it would provide insight for us and others more easily. 

When a Playbook is attached to a CTA, all Tasks show up at once, with no guardrails that require users to complete Tasks in a particular order. It would be useful if Admins could link Tasks so that Tasks appear as they become eligible for closure (e.g. Playbook X has 10 Tasks. All Tasks are greyed out, excluding Task 1. As Task 1 is closed out, Tasks 2 is un-greyed). Admins could link Tasks together, much like how survey questions can be linked, so the closure of Task X, makes other Tasks visible.  I think it would work best to have all Tasks visible at once, but Tasks that are not yet eligible to be closed are greyed out so users can see all Tasks if they want to prepare beforehand, but have not yet closed out the preceding Task. Admins could define the path they want users to complete Tasks, whether it be chronologically, or custom.    Currently we see that in some instances, users are closing Tasks out of sync, which we have no control over. T

SUMMARY The MDA release that was pushed out today is causing backwards compatibility issues with exporting services causing failures in the following areas of Gainsight:  Export to CSV Success Snapshots Dashboard Export Copilot Outreaches with SFDC Reports included  NEXT STEPS We have identified the code fix and are in the process of testing the code. Once the code has been fully tested a patch will be pushed to all customers.  FOR MORE INFORMATION Please subscribe to this article for regular updates until the issue is resolved. If you have questions about this issue, please open a ticket with us by sending a note to support@gainsight.com. 

I recently ran into a problem with the S3 connector in which the customer had forgotten to change the name of their Source fields to match their CSV header names. We had trouble finding out this was the problem though, due to the S3 Execution History telling us that the error was "Unknown Exception".  Something that would be a huge help down the line when more people are on S3 is better error handling. Unknown Exception didn't really give us any type of clue as to what the issue was, which could be a problem for someone who might not know the connectors as well. Is this something that could possibly be improved?

We just started sending NPS on a regular cadence via Co-Pilot.  We also have a custom SF object we used previously to store scores and give access to a broader audience.  A rule runs every night to load info from GS into the legacy object. We would like to add an option for NPS submission by granting access in our Customer Community/Portal (Salesforce). Can we make the GS survey available that way?  If not, I'd like to use our legacy object for that.  However, we would want to upload to GS and we already are uploading from GS to the legacy object & I want to avoid an uploading loop. Thoughts?

One of our team members once told me that they create a 1-pager for every customer they start working with, and that a huge part of its value is that they paste in the company's logo and the customer's LinkedIn photo. Those visual cues help her bring to mind, in a blink, the customer's needs and her relationship with them, and helps her put a human face on the emails and phone conversations she's having with them. I would love for her to simply be able to use the C360 as her 1-pager. It would be great if the C360 could use sponsor tracking to pull the company's logo from LinkedIn, and put it, along with the faces of the tracked sponsors, into a concise module at the top of the page.

Hello all - setting up measures for scorecards in relationships and have tripped over something I think could be improved - at the very least, the error message should be made more descriptive. See my screenshot below: when I was creating a measure called "NOS % Chassis EoX", the measure wouldn't save and a small message popped up saying "Enter a valid input". Because I've got an idea what's going on in the back end, I assumed the % character was the issue.  I changed it to the word "percent" and sure enough, it saved just fine.  So, two requests - short term and long term resolutions: 1. I'm concerned that the error message doesn't let a non-tech Gainsight admin fix the issue, which is very simple.  "Cannot use special characters in measure name" would get the job done, or better, "Cannot use % in measure name" (with the bad character filled in). 2. Why can't these characters be used in measure names? Did we just miss

Managing Contacts with Powerlists - How to send (or not send) Multiple emails to the same Contact in a PowerlistToday, JO will create a new record in a powerlist for any unique combination of tokens in your Powerlist criteria. You can add/remove tokens to help manage your use case.If you want to email the same contact once for every support case they’ve opened, you could use Support Case Number as a token, therefore creating a unique record - set of fields for every case that is closed. Three cases were opened by 1 contact, that contact will receive 3 unique emails.Vice Versa - If you do not want to send emails to these same contact more than once in a single outreach, review your tokens and be sure that the combination of all tokens is unique for each ContactID that is being added to your powerlist. The number of records in your powerlist will equal the number of emails sent in your outreach.

One major hang up we have is that JO communcations are not logged in Salesforce as an activity. In order for us to use JO, we will need this functionality.

I know this was posted customer facing, but wanted to expand internally. This is becoming a more frequent request. We really don't seem to have any way to close CTAs at a more discrete level than Customer & Reason. Meaning I need to create unique reason codes for any CTAs I may want to close through automation. We really only need an update on the CTA table. Could we leverage the "create CTA" UI and once we change the radial button to close, the same function happens with update rather than upsert? So then I could use up to 5 criteria to "update"/close CTA's? Would really expand automation we can do, and take out some of the busy work for CSM's.