Archive

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
 Add Embedded Pages to the Relationship 360 (such as Chatter)
 Success Snapshot improvements to simplify and provide more flexibility on the types of branded Powerpoint templates that you can upload
 Success Plans export to PPT: easily share detailed or summary level Success Plan analytics with your customers, using Success Snapshot templates
 Rules Engine enhancements: advanced logic and filters are

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 Thanks! Kevin

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:  Notice how, even with "Show Data Points" on in Gainsight, we still aren't able to show total number of customers in this report. Our managers and CSMs would really like this feature in order to easily be able to see the totals on reports without having to do the math manually.  Also, just a side note -- the format of the sum and percentage looks a lot cleaner in Salesforce. Might be worth experimenting with the 97: 40%  format instead of 97(40.59%). Please let us know if either of these fixes would be possible in the near future.  Thanks!

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

Currently, CSMs can edit filters that I leave unlocked (when building in Reports 2.0) on the Gainsight tab.  It would be great if they had the ability to add new filters to the reports similar to how they can add advanced filters in the Customers Tab.  

I've heard recently from a few customers that would like to be able to include more than 10 containers on a Gainsight Home Dashboard. For example, certain teams would like Dashboards to have one container for each member of their CSM team, to see how they are tracking (for example on renewals pipeline). Sometimes 10 is just not enough - any chance this can be increased! 

My team has asked for the ability to group all risk CTAs into a single CTA that they can work on to cut down on the number of CTAs. For example, if there are 5 CTAs, they are telling you that there are 5 issues with an account. It would be best to somehow condense these into a single CTA that can be acted on. When they get an at risk CTA, many of their actions are the same in terms of further investigating the issue and responding.

I like the Rules Timeline view if I want to see what is scheduled for today or what ran yesterday, but I would like to see a view that will display all the rules that are scheduled to run on any given day. For example if I just want to see all the rules that are scheduled to run on a Tuesday, with the frequency and scheduled start time. I would also like the ability to export the list of rules into a spreadsheet, including scheduled frequency, day, time, last modified date, last modified user. This is in order to help us keep an inventory of our active rules as we increase the number of rules we develop over time.  Right now we are having to manually record and track this information and it's getting rather cumbersome.

Currently it seems to look like a global filter cannot be added to dashboard using the two different UIs. Would be good to have them all in one place to be able to use the Global filter. Naquiyah

I have multiple aggregated data points for which I need to be able to report in a bar graph. When I go to Reports 2.0, I need to be able to select at least 12 fields under Show Me, that I can display by Account Name or Number.  Right now I can only select up to 3 fields in order for the information to show on a bar graph.

When a rep chatters another rep in the Colaboration section of Success Plans and the rep goes to their chatter feed to see the chatter it is not easy for them to get back to the C360 or see what company was chattered on.  In the image below, I chattered on the Collaboration section of the Success Plan and the rep was really confused as to where I chattered since when they clicked in, it took them to the SFDC object and not the C360 or Success Plan in Gainsight.  

I have built a dashboard with reports and it would be nice to have certain things hyperlinked just like you can when you click on the "eye" to view a case in the c360 under a report. 

I recently had an issue where we had some measures showing up on the Scorecard picklist on C360 that appear to be duplicates and/or have no data associated with them.   These were evidently created as part of the Scorecard originally during our Gainsight implementation, but then were either changed or abandoned.   One of these measures was not present under the Scorecard and C360 Configuration sections of Administration, so I couldn't figure out it was still displaying in the Usage picklist on the C360. I opened a ticket with Gainsight and asked them how to remove ANY fields from the Usage picklist if I do not want them to be selected as an option. I was initially told the only way to do this was to remove them via Workbench using a SOQL query and that this was "by design,"  specifically "when new scorecard metrics are set up, we automatically add them to the pick list object (JBCXMpicklistc) so we can use them in things like the c360 section. If you were to go and

As the library of playbooks expands, it will be more important to be able to add ways to search and index more effectively.   I would like the ability to add tags to playbooks to help with search and indexing efforts.  For example, I may have an EVENT playbook that is specific to the onboarding phase as well as to a specific product, i.e. "satellite."  It would be helpful to tag that playbook with keywords "onboarding, satellite" that would give both operations and end users more flexibility when searching for playbooks using specific keywords

What foreign language characters are supported in Gainsight?  Specifically, survey and CoPilot tools?  Are these included: Mandarin (simplified Chinese), Spanish, Portuguese, French, Italian, and German. 

Found out that when I give permission to people at the survey level it automatically trumps all other modular level permissions and anyone that does not have a specific permission to the survey is no longer able to see the survey data. In the same vein when creating a survey it automatically give me survey permissions. I have to go in and delete any survey permissions including myself for everyone else that has modular permissions to see the survey data.