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In defining our scorecard, we leverage the ability to group some of the metrics under different headers (aka "Groups"). Over time, business requirements changed and we now have different headers/groups we would like to use. To implement that within Gainsight, we need to change the the group each metric belongs to. Unfortunately, at this point, in order to re-assign a scorecard metric from one group to another, we have to leverage a separate SAAS tool, read into the development script, select the correct ID from the object, then go through a copy paste exercise, test and hope for the best. Alternatively, it would be ideal if we could simply drag and drop metrics from one group to another from within the Administrator tab.

In Outreaches > Preview > Send test email to, after a user enters an email ID and clicks "send," a message briefly displays that says, "Triggering the outreach." Could we change this to "Sending test email"? Right after that, a message briefly displays that says, "Triggered the sample outreach, you will receive an email with details." Could we also change this to something like, "Triggered (or sent) sample test outreach..." According to Will, customers who are new to CoPilot are afraid that they've accidentally triggered the real outreach for their whole power list. 

Sarabeth from PowerDms has a question that I and Dave D have not been able to quite give her a clear answer to. I was wondering if there was someone who could help us out here. Thanks! The Copilot FAQs article you sent says the following:  We recommend using the unsubscribe feature that comes with CoPilot. The unsubscribe footer gets added automatically and the contacts who unsubscribe are not sent email across Copilot / Rules / Survey. There are two sections in the unsubscribe page, when the end-users clicks unsubscribe: Success communication(Copilot + Rules Engine): If the user checks this option and unsubscribes, then emails from Rules and CoPilot will not be sent. Surveys: If the user checks this option, then survey e

We have several Groups configured, each with several measures, in our Scorecard. It would be nice to have the ability to subtotal each group so that we can report on scores per group.

Deletion of object / fields in Data Management application  Currently, the option to delete the object / fields are not provided.  Once the custom objects are created and then referenced in a different part of the application, we wish to restrict the Gainsight Administrators from accidentally modifying or deleting the custom objects as part of the object dependency tracking feature. Currently only Reporting and Rules are being tracked. Work is under progress to cover other application viz Relations, JO, S3, Data Integration projects etc. Once these areas are covered, we would enable the option to delete the objects and fields.Deletion of data of a object via S3 connector    Data deletion is not allowed via S3 connector. For deletion of data, you need to use the "Delete using data filter" and "Delete all" functionality in Dat

Would it be possible, and make sense to everyone if we treated permissions for the new data management tool similar to the way we manage data load config (ability to push into SFDC objects)? Adding data management to the Gainsight_Special permission set would help separate the standard gainsight admin from a Data Expert/Super Admin. As the functionality and use of the data management tool grows, this may help minimize issues and mistakes. Assuming its a visual force page and this would even be possible in force.com

How do I add data points on line graphs in Reports 2.0?

Success Plans: Would be great if there was a way to export them. 

I'm not sure on the feasibility, but it would be nice to have the ability to create Gainsight-specific fields. That way, we can create fields to accomplish CSM goals without having to first create a field in SFDC. Having the extra step of getting a field approved to be added in SFDC becomes time consuming. It would be great to be able to cut out the SFDC middleman and just have fields created for use just in Gainsight. 

Currently the way Success Plans are displayed in C360 is not very appealing or user friendly.  It is not obvious to our users that you there are more than one success plans available and they have to select from drop-down, etc..  It would work and display much better if there was a display option to show a list of success plans followed by key info in a horizontal format.  Clicking on the Success plan would then bring you into the success plan details screen. Also, would love to have progress% and dependencies added so we could use them like simple project plans instead of having to maintain them in a project management tool or spreadsheet and separately in Gainsight.

Any thoughts of also looking at XING for Sponsor Tracking.  We have many customers that use it over LinkedIn.

We love the Sponsor Tracking and find it very helpful.  Currently we get a CTA for a change in Location, company, or title.  It would be nice to also get notified if a sponsor changes their email.

It would help to see 'Pending' Contacts in the main view of the Sponsor Tracking to easily call out the key contacts on the account. 

The January 2016 release of Gainsight, v 4.36, is live. Below is a summary of the important enhancements in this release: Email Validator: new tool for Admins to manage your email blacklist and opt-out settings, as well as better handling of duplicate email addresses
 Enhanced CTA and Task Due Date and Owner management, including support for due date dependencies in Cockpit and Playbook setup
 CoPilot improvements: edit HTML code in email templates, view open rate percentage in Outreach list view, and send email copies to specific or dynamic email addresses


Within the Cockpit, would it be possible to visually show the completed tasks in the summary view ? So when viewing all CTAs, in each row, the number of tasks associated with the CTA are displayed;   say 4 Tasks.   Would it be possible to show 1 of 4 or some color indicator of how many tasks are completed versus open ?

If I change the date for a CTA with list of associated tasks is there a way to have the new date cascade through the tasks or do I need to recreate the CTA with the new date and add the playbook?

We have the ability to post comments on a CTA upon creation.  However, since we enabled Chatter for the C360, the comments show up in hashtag format.  It would be great if we could have the ability to decide when we want it to post in hashtag or regular format.  Right now it makes it very hard to read a sentence comment from a CSM when it is in hashtag format.  

Would it be possible to auto generate a record ID field in our MDA tables? We generally use AccountID + Date, or External ID + Date - but wondering how difficult it would be to instead/or in combination... use a record ID similar to SFDC? I don't see a negative affect on the front end processes we use (ie. you wouldn't have to use it) but could see big benefits in simplifying rules, and processes for customers.

Has anyone successfully removed the "Default Closed Status" in the administration > Cockpit Configuration? I would like to essentially not allow Gainsight users to use the quick checkbox in the Cockpit view to mark CTAs as Closed because some users check that box to get rid of the CTA, whereas my default Closed option is one that signals the CTA was completed. While I'm working to educate my users to use a different Closed status when they dismiss a CTA that they never actually handled, I'd like to explore not allowing the quick route to closing CTAs and forcing the user to select which Closed status they intend to apply.

One client asked if we could create summary level calculation with our reports like how SFDC does in its reports. I haven't found any solution that is longterm as they like to slice and dice the data by different attributes. I am wondering if someone found something long term. Formulas

Enhancement Request:     Automatically create a way to modify the Milestone (name) when I create a milestone from a CTA. For example, if I have an EBR CTA and make it a milestone, the milestone should be called "EBR" not "Event Created."

When I pull up the Rules Engine, I have the ability to filter for rules that are Active or Inactive, but it would be very helpful to also filter by the Status of the last run (Success, Failed, Partial Success). As the list of rules grows and grows, filters like this will become more important as I have to scroll through all the rules until I find failed or partially succeeded rules.

In helping our CSMs stay abreast to what is top of mind for customers and increase awareness, it would be good to be able to have a section added to C360 which could display the customer's corporate social media feeds.  This of course would require the ability to add the Twitter handle, Facebook and LinkedIn links directly on the C360 section, but I figure if you can already do something similar for Sponsor Tracking this shouldn't be too difficult.

In Salesforce, reports often show both the total sums of each slice in a pie chart as well as the Total Sum of the entire pie chart. Here's an example of one report shown in each:  Salesforce:  Gainsight: 

We would love to find a user's Twitter handles in Gainsight with Sponsor Tracking.... 1. Either be able to add the Twitter manually (but preferably have it find the handle based on the SFDC contac's email or phone number) 2.Run a report of the twitter handles found