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I know the first response will probably be "Just change the Owner of the task to someone else..." but hear me out... We intend to use Success Plans as a joint plan between us and the customer.   There may be tasks to document which require someone from the customer's team to be responsible for delivering, but since the customer does not have access to Gainsight to provide updates, etc.  the CSM would still need to be the Owner of the task. What about creating a free text "Responsible" field that allows you to assign responsibility to someone other than the task Owner? OR Allow the Owner field to do a lookup on the Contacts table as well as users.   Of course this would make it appear in Cockpit as if the Customer contact owns the task...but it would still be visible to the CSM yes? Basically just need a way to assign responsibility to someone externally while allowing CSM to maintain visibility and management of the task.

Just like when you select a certain report in the case section or any section and then leave that c360, when you go to another c360 that will be the same report that you see first - that is what I call a "sticky" report. I have created some reports that have certain filters that account managers can changed. I would like these filters to also be "sticky" just like the reports are so that when they go to another account in a c360 those filters are still applied how THEY like them to be. 

We have a Closed - Not Applicable CTA status that we do not want to display on the Success Plan export.   Is there a way to edit the reports that are used as part of the Success Plan export?

When a success plan is completed, it becomes grayed out. Because of this, our CSMs aren't able to review what was covered in a success plan. It creates a hinderance when we are training CSMs on how to use specific success plans or show best practices. It is also difficult if a customer is ever transitioned to a new CSM. The new CSM would have to re-enable the success plan to read what happened. Would it be possible to just move the Success Plan to completed but still have everything viewable?

I love the Gainsight Vault for Playbooks and Surveys! It would be great to also get something for Reports. Many of the posts in the Community are around how to create certain reports. I know everyone's setups are different, and what we want to report on will be different, but I think there is a lot of overlap that would be great to have in a vault. A great example is the reports you go over during Gainsight on Gainsight webinars. Instead of having to reference slides from a slidedeck after the webinar, it would be great to be able to go to a vault and download the report and configure as necessary.

In Reports 2.0, it would be very helpful to have some additional information for each report listed in the Repository, specifically where the report is being used. Right now there is no way to know whether the report is being used on the 360, a layout, or neither, unless you go to each layout or look in the 360 section in admin. Having an idea of where it is being used would help determine if a report can be edited to be repurposed in another place or if it is not used anywhere. Giving the Repository a layout similar to Rules Engine might be helpful to accomplish the above. To be more specific, when you land on Reports 2.0 the groups of reports by object/subject area would be listed on the page (rather than in the dropdown), then you could expand each/all sections to see all the reports listed and if you click on each report it would give a fly-out window like rules engine to see what fields are in Show/By/Filters, the Visualization Type used, and where it is being displayed. When you

When you make a Success Plan active and the Objectives are added to the Cockpit we should be able to add a Reason to the Objective CTA. This would allow us to group by or filter by CTA reason for better organizing the cockpit. 

Screenshots below. When using two attributes in the By section, in this case date sorted by week and CSM, a report ranking (top 3) finds the top 3 sum of views across all dates only.  Ideally we would get the secondary grouping too, to obtain the Top 3 Sum of Views by CSMs by Date. This is a specific use case but in general, being able to get two levels of grouping when ranking would be great functionality.

When I am searching through Playbooks it currently only appears to search on the Playbook name.  Would be good if it would search the Comments field as well.

I'm struggling to come up with a good solution for sending copilot emails in the right language in regions where there could be several different language possibilities. The best solution I can envision so far is pulling in mailing address info from SF then taking a best guess based on the primary language of the country in question. This poses two problems: - Data integrity from Salesforce (address is not always accurate) - Huge power list filter (for example I would essentially have to track every country we do business with that has Spanish as a primary language and make a rule that says "IF it's country A OR it's country B OR it's country C..." I could easily see it being 50 or more countries. I'm not even sure if the engine supports that many but even if it does it seems like a mess. Has anyone come up with a more elegant solution to a similar problem?

During today's admin hours session, I brought up a question about being able to change the formula used to calculate percentages in the Calculated Field option. We're taking the # of enrollments into our certification courses, and would like to use the successful completion percentage to help set score of one of our measures. The successful completions are tracked as "certificates" in the account record in SF. I would like to use certificates as "B" and enrollments as "A", and simply have a function of B/A for percentage of successful courses. Right now using the formula of ((A-B) / 😎 * 100, and switching the 2 variables, would result in a negative integer as the numerator. We need A-B/A or simply B/A, or the ability to create a formula of any shape with the variables that are loaded into Gainsight. 

It would be nice if Reports 2.0 could be configured to include decimal points when it comes to percentages. This mainly applies to aggregate averages.

Hey All Wondering if anyone else has experienced this. Noticed when I open a table of contents from a graph and expand a field (for example below its Call To Action Name) The fields on the right move but I am unable to scroll to the right. Secondly would be great to have the box expand bigger if more fields are added.

Do we have any plans to make boolean fields visually more appealing in reports-tables? Similar to the way salesforce displays them, or way we do in the features section on C360? Have heard a couple times that the way true/false is displayed on our reports is more difficult to read in our reports.

Check out this new blog post by Gainsight's Senior Director of Product Marketing, Puja Ramani. It talks through the four methods to update your Scorecard and when/how/why to use each: http://www.gainsight.com/2015/10/08/creating-a-balanced-scorecard-in-gainsight/

It would be great if there a way to drop a multi-client milestone. For example, if we release a significant new feature and want to track adoption changes after that point, it would be helpful to assign it to all clients in bulk. 

Posting on behalf of Euromonitor team as they are running into situations where they need more than 5 measures in the 'By' section on an MDA report in reports 2.0.  Use case is around user level daily usage and being able to slice that data by account attributes like region,department, country,user id, date, and more.  This is not allowed for even a tabular report. Are there any reasons this is a limitation, and if so, can it be improved in a later release? Thanks.

Not all customers are created equal. We have several different types of customers. Some fall under our Account Managers and other under our 1:Many.  For our Account Managed customers, there is a desire to add different cards that weigh the overall score differently than our 1:Many customers. While many of our metrics will be the same, we want to be able to be weighted differently by the customer types.

We recently implemented an auto-close CTA system in GonG (Gainsight's own instance of Gainsight) for our Support Risk CTAs. Wanted to share! We have 3 different types of Support CTAs: 1) New High/Urgent Support Ticket 2) 5+ Tkts Opened in Past Week 3) Tkt open for 21+ Days Here's our autoclose solution: 3 Custom fields on Customer Info: -Open Support Cases -Open Support Cases (High Priority) -Open Support Cases (21+ Days) 5 Rules that run each day: 1) Load 0's to the Custom Fields above 2) Rule that counts # of open tickets for each account and loads to "Open Support Cases" 3) Rule that counts # of open High Priority tickets for each account and loads to "Open Support Cases (High Priority)" 4) Rule that counts # of open 21+ day tickets for each account and loads to "Open Support Cases (21+ Days)" 5) Rule [built on the Call to Action object] that filters for active, unflagged, rule-generated Support CTAs    -If Open Support Cases < 3, close Support: Volume

The UX for building out playbooks has been extremely frustrating for our team, due to many issues. A few here:   1) the inability to see more than a few CTAs in the small window (we have many many tasks in a playbook)   2) inability to print or export the entire playbook (for cross referencing purposes / quality controls/ team discussions)   3) Inability to expand the little window without expanding the whole chrome window, which only expands slightly (Does it work better in another browser?) 4) We have many many risks and playbooks, the list on the left is so long, that we can't see the tiny window at the top of the screen, and can't tell what is actually showing in the box when we make a selection.   

Is there a way to enhance the community tags so that we can add a tag that says which release a feature is planned for as well as which release it was included in?  Currently it just says "Planned". It might be good to be able to filter for which posts are planned for which release as well which ones were implemented.  This could also potentially drive adoption for customers who are able to see their ideas being put into the product.

When creating new Dashboards, they are listed out alphabetically. It would be nice to be able to rearrange dashboards like Milestones or Reasons, so that a dashboard that's used more frequently is at the top of the list, regardless of its title.

When working on a report, it's kind of a pain to have to go back and search for it in the drop down box under "Repository."  In most cases, it will be one which you recently worked on.  Would be handy to include a "Recent" category and include the 5-10 most recently edited reports so you can quickly grab the one you wish to work on.

Scenario. The admin creates a bar chart and within the chart adds the fields the user will want to see when clicking on the bar chart. I normally add about 8-10 fields after the default just gives me what I have added on the show me section. Now the exec comes by and says they want a pie chart as appose to the bar chart. I simply change the chart from bar to pie under select visualisation type. But when I now click on the pie chart all the fields I had chosen have defaulted back to the basic fields and so I have to re-add the fields? DOH!  Request here would be to leave the fields chosen static once added no matter what chart views we change it to once its added!  Naquiyah

Could we split the Special Permission Set so that the permission to load to MDA in rules engine is a separate permission than load to SDFC in rules engine? I have a couple customers that loading to SFDC will never be an option but they need the ability to load to MDA for the joins. So because the Special Permission Set currently handles both they are unable to utilize the join functionality. In the meantime, is there any way around this in order to give them the ability to load to MDA from rules engine without that permission?