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This is an example we use during Express Step 11, where a customer is nearing 100% utilization. In this example we use the # of licenses purchased compared to # of licenses assigned. When this number reaches 95% utilization we'd create a CTA for high touch customers. Description: Proactively manage potential product/capacity overage - includes reviewing Customer360 and identifying if there is an upsell opportunity. Playbook template: - Review customers' current usage and contract  - Contact customer for potential upsell - If upsell opportunity, create new upsell opportunity

To help push the use of reports in CoPilot, would be awesome if we could have a template in Vault. This one is tricker given we'd need a report to start with, could potentially leverage an out of the box report as an example? Sample** Hi [i]<FirstName>, To help drive continued adoption of [i]<Company/Prodcut Name>, you will receive a weekly summary of your team's usage within our system. [i]<insert sample report - Maybe from CTAs?> Looking for additional ideas to help build additional value in our platform? Click here [i]<insert link> for best practices on driving adoption in [i]<Company/Product Name>. Best, [i]<Customer Success Manager Name> ** I am no copy writer but hopefully gives an idea!

Milestones on the C360 pages have a default setting to show Oldest-Newest, but it would be great if users had the ability to change the order to Newest-Oldest. As we generate more and more milestones, it makes more sense for our org to see what was most recently loaded instead of what the oldest milestone was. We've created a report so users can filter in different ways, but having sorting abilities on the C360 would be helpful instead of navigating to and from the C360 page.

For this template, can be a great fit for our AdTech customers but might extend to other industries too. This would notify a customer that there campaign is ending soon and could include current stats from the campaign's performance. Hi <FirstName>, Congrats on your campaign success to date. We would like to notify you that your current campaign will be ending on [i]<end date>. Current Campaign Performance - [i]<Campaign Name>: CTR: [i]<CTR> CPA: [i]<CPA> Overall Budget: [i]<Budget> [i]Additional Stats[i]<Opportunity to insert a report as well> If you would like to extend your end date or increase your budget, please notify your account manager or login at <web address>. Thanks! <CSMName>

I am creating a power list of users in larger city areas.  To be inclusive of suburbs, i want to use area codes as criteria.   So it would look like: Business Phone starts with (312, 312, (847, 847 .  . . . . 

Hi all, here's a link to a GoogleDoc that shows the fields that are synced over in the Zendesk integration. Can be shared with prospects/customers - recommend downloading it as Excel and sharing that way as opposed to sharing GoogleDoc link directly

Our security environment does not allow Salesfoce non-systems admins to have the following We need three permissions.  This is causing the Gainsight admin to work with a salesforce admin in to create measures of add custom labels.  Thus making a on person task a 2 person task.  Can you please design a solution that does not require these permissions to create a custom lable or measure?API Enabled Modify All Data Customize Application

With the current "user state preservation" in Gainsight, updates to reports are not always reflected in its views on dashboards. Current Workaround: To pull the new changes, the report's container needs to be deleted and then recreated with the new report. Recommendation: It would be helpful to have an alert on the report and/or dashboard to note when the report and dashboard view are out of sync. Ideally, it would be even better to have the option to override USP when saving the report so the changes pulls across the dashboards anywhere that report lives. 

Posting on behalf of Euromonitor. They would really like the ability to click thru an email field (mapped as Contact Email in Tenant/Data Mgmt) and have it link to the contact record in Salesforce.  This would be similar to how we link through Account Name.

Usage Data Proxy Survey--- How likely is it that you would recommend us to a friend or colleague? [nps] On average, how many hours do you use [Company Name] per week? How much time does [Company Name] save you per week? What key features of [Company Name] are you using and how often are you using them per week?

We would love to be able to trigger a Gainsight NPS on the close of a Zendesk.  This would allow us to more completely and holistically have one NPS score for the different state completions we report on. I believe the sender email is not included currently and that's why this can't be done. Siddhartha Gutha suggested we add this to the community as it is something they are looking at Q1 2016 potentially.  Let's make it happen!

In the Setup Rule filters section, if I work with days, it's really useful to compare to the date the rule kicks, but there isn't any option for Subtract N Months from Rule Date, only subtract days. There are many options based on variants we can choose from, but only a few that involve Rule Date.

It would be very helpful to have a way to clear out data with a Rule as opposed to having to go into Customer Info and manually clearing (custom label w/data populated by SFDC)

For a number of our rules that create CTAs, I am the CTA's "Default Owner", in case the Customer Success Manager field isn't filled out on the Salesforce Account. As the Gainsight Administrator, it would be my responsibility to fix that data, and then reassign the CTAs to the right person. However, since I'm not in my Cockpit every day (since I'm CSOps, not a CSM), it's important for me to be able to get email notifications when a CTA is assigned to me. However, Gainsight support (ticket 7877) confirmed that there are two situations where an email notification will not be sent: When you assign a CTA yourself, you won't get the notification When a CTA is created via a rule, it will not send a notification if the assignee is the user that authorized MDA. This is per design, and would be an enhancement request to get this not to happen.Since I am the Gainsight Administrator, I am also the person who authorized the MDA, so I can't get the

When creating a report where the X-axis is a date, I think the axis should work more like the behavior I see in Excel or Tableau. In the example I have included here, the account actually had activity for 4 weeks, then [i]no activity for the week of 2/5/16, followed by activity the week of 2/12/16. The 2/5/16 mark should be shown in this graph to better illustrate that there really was a week there... just nothing happened.

We sure would like the option to export in a RED and gray color scheme. :D Specifically this red: Pantone 1797 CMYK 2 98 85 2 RGB 204 0 0 HEX cc0000

It would be helpful if we have an option to skip those accounts having same milestones by rules(milestone field is not available in customer info object) and also to avoid creating same CTA's for those accounts which are closed recently.

I have created a report that displays the customers who have a Subjective score (one that our CSM sets based on their knowledge and engagement with the account) below a threshold that puts it in a Red status.  The purpose here is to include on a Manager dashboard, so this can be used during CSM 1-on-1 for review/discussion. It would be helpful if I could: include the notes that a CSM may enter in one of the individual component scores (i.e. Subjective score) in a report i.e. [img]https://uploads-us-west-2.insided.com/gainsight-us/attachment/RackMultipart20160226-58882-12sr0g2-img_inline.png[/img] include the color label as a criteria option at the individual component level (similar to how I can use the Current Score Label for the overall score on the Customer object).  This way I could list out Accounts by the color range of the Subjective score (Red, Yellow, Green) 

I realize that reporting is not necessarily GS bread and butter - however I find some reporting functions to be sub-standard.  Currently you cannot see a running sum for multiple marks, at a minimum it would be great to see this.   Additionally I would currently like to insert a Reference line as well. see below image as example

Reading the recent release notes (https://support.gainsight.com/Release_Notes/2016/09_Release_Notes%3A_Version_4.37_February_2016), I can see that we now allow 200K customers to be added to a single outreach.  However, the last I knew, the max emails someone could send through Gainsight Email Service (Mandrill) as 2000 per hour.  I want to verify that this is still true, or if Mandrill has upped their limits with us. As I see it, this would take 4.1 days to get this campaign out, and does not include any other emails a customer might want to send through CoPilot or the Survey tool.

In Rules Engine - would like ability to control the number of times a particular CTA can trigger for a customer. For example: Only trigger a CTA of this description once every 90 days. 

Hello Everyone! Today we are happy to bring you a new category here in the Community! The Vault! A brief description of Vault: Gainsight Vault is where the Gainsight team creates and stores best practice assets that are available to all of our customer to view and import into their own Gainsight org. Our goal is to use this section to post ideas/suggestions for 'best practice' playbooks, surveys, CoPilot templates, rules, and reports. So that they can be pulled into Vault so everyone has access to it! If you have any questions about this new category feel free to contact me.

When an Account Manager changes the Group By and Sort By options in the Cockpit, it would be nice to have these save so that when they open the Cockpit later they have the same view. 

Currently, users must export Success Snapshots for individual customers from the C360 page. Is there a plan to allow users to export SS for multiple customers at once?

When grouping Cockpit by CTA Type, my CSMs would like to see Opportunities first, then Events, then Risks.  Currently Risks show up at the top of the screen.  Can we have the ability to re-order the Cockpit layout?