Archive

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 se

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. 

We've created a new tutorial that demonstrates a case where there's a need to create a Power List to resend a survey to participants who haven't responded within 30 days.  This leverages NPS, CoPilot, and the Rules Engine so is a good read. Tutorial - Re-send NPS Surveys from CoPilot As always with these tutorials they are for educational purposes and may not match every environment.  Testing in a safe environment is key and you should always know your data.

In the recent past there has been few issues observed in copilot. Product team has addressed part of them and working actively to address the remainder. Please refer to this sheet  Listing down the issues that is being worked upon with fixes slated for next few weeks: Survey Analytics page not loading because of API call failure. This is only for the surveys that were distributed via Copilot. Fix slated for December 22nd release. Survey Button click is not being tracked. [list=1] Reason : Email service provider does not track the click of the URL is greater than 255 chars. Hotfix : Survey URL has been shortened by 40 chars approx. This addresses the scenarios that we have seen until now. Long-term fix : Approach to shorten the URL further and warn / prevent user from having long survey URL under plan / design phase. Slated for Jan / Feb release Embedded report in the email not visib

Currently the CTA has the same name as the rule. This is limiting, especially when I have multiple actions on a single rule. I want to provide a more descriptive rule title than I would use for a CTA name. For example, I'm using a naming convention like "Adoption Step 3: Calculate Users and Trigger CTA." If that rule contains a CTA, I don't want to have to rename my rule. 

Just like when you click on the CTA widget it takes you to the CTA section. Need the same with the case widget. 

When you create the property in Administration to automatically send email notifications to Users based on their clients and the CTAs associated with those clients it works great. However if a user manually subscribes to at least 1 of their own client notifications, then it overrides the automatic setting and the user will not receive notifications for the CTAs assigned to them unless they then manually subscribe to all their clients. Additionally, if you manually unsubscribe, the automatic email notification settings do not revert back to normal. This is an issue. 

Not able to view/edit a calculated field once it is saved in Co-Pilot.  This makes it difficult to review or change.  Ideally, would function like a calculated in Rules Engine.

Please alphabetize lists the View Name list on the UI Settings Tab - it's great to group by Tab Name, but alphabetize the View Name. I am going nuts trying to find the right View, and ensure I have one for every role. the View Name list on the Customer Tab. It alphabetized, but backwards. The entries at the start of the alphabet are at the bottom.

How to Create a CoPilot Email from a Closed Playbook Task: Navigate to workbench.developerforce.com and “Login with Salesforce” Workbench will need to be enabled for the specific user Click Queries → SOQL Query [list=1] Query will be “SELECT Id, JBCXM__TaskJson__c FROM JBCXM__PlaybookTasks__c” Note: Playbook Tasks object consists of every playbook task record that is created in Gainsight. The ID for a given task is what will be keyed off of to know if the required task was closed so the copilot email can then be fired off. [/list] https://lh4.googleusercontent.com/C1cO82-wFzx0JdlL3nvysKE8Dk5p7jN24KnLPUZjdOqcM59rgHlhybJCaHZNDJyov4t22syWNpBmXM3bH7LfsBBzNYaR0QlD0gq7w1TSiKOYT08hxuMRl4SCv0JiGTQicC

Best workaround is to schedule on 1st and 15th of every month or something similar. And this also has to be done in two different rules.  It would be handy to have the ability within one rule. This would be the beginning of a more robust scheduling system.

Just to confirm that it hasn't slipped off the radar, I raised an issue around custom labels incorrectly showing other similar fields in the UI. I can't recall if this was said to be a bug or working as expected. In implementation we run into a lot of issues where we change, for example, the customer info Users field to say something else, like "Active Licenses". Then when you go to look in rules, 360, or reports, it overwrites any other field with "users" in it as "active licenses" too. So, if I were to create a different customer info field called Active Users, it would end up saying "Active Active Licenses". From an end user perspective, this is not ideal. 

Current Status: Our Technical Operations team has identified a performance slowdown in our queue that processes rules engine and copilot that has delayed completion of requests.  Processing is coming back on line; however, you may experience delays in rules and copilot requests as we work on addressing the issue. Updates will be posted here and you can follow this post to be notified of updates. 

Managing the exhaustive list of rules is very confusing and we can't readily see what specific rules are supposed to do / link to. Each module (e.g., JO) should have its own rules section to make it easy / clear for users to configure and understand them.

When adding a due date to a Task in a Playbook, I can only select "Assign Date + y days" - This is OK for risks or opportunities but useless for events. For example, our CSM has a QBR meeting scheduled on date x. 14 days before the QBR meeting they should complete task A and 7 days before they need to do B (so on and so forth). The format of the task dates in the playbook should therefore be "Due date - x days" There is no way for me to schedule these tasks in Cockpit as I am stuck with "create date + y days".

In the Engagement tab a user can choose between Overview / Trends / Explorer. In both the Overview and Explorer views, there is the possibility to add filters, but not in the trends view. Why can't we filter in the Trends view? For example, I am interested to see the trend within customers in a specific revenue band, industry, lifetime in months, etc. but cannot do this.

We're trying to sub out our Success Plans (currently ppts) for Customer 360. One part we're missing is a SWOT analysis, which our Exec time has always appreciated. Anyone have a way they're displaying this? We're using the scorecard field for now but would like more of a SWOT display.

I'd like to have the ability to reference Power Lists from within the rules engine to trigger Send Email Actions. Please, would this be possible?

The Description Field for Rules allows you to enter text with word wrapping - great. However, the carriage returns are not maintained so the next time you go to view the description it all runs together.  Having word wrapping to create discreet lines of information is useful for entering notes and reminders about how the field is configured.

Value of using Gainsight CoPilot/Email vs. other 1:M email tool 1. Leverage your customer data and insight in Gainsight to build and send more targeted, personal and meaningful email outreach to your customers 2. Integrate all your outreach response data (opens, clicks, etc.) into Gainsight for follow-up action by your team and holistic reporting 3. Ensure your customers are seeing important messages with increased deliverability (avg 60% open rates with Gainsight Email vs 5% with marketing automation*). Because you are managing a separate email system in Gainsight than your marketing automation system you are separating your email reputation scores. You are likely to have a much higher reputation score with Gainsight CoPilot because you are targeting existing customers with verified email address as opposed to leads and prospects. Value of Gainsight's combined email architecture of Mandrill and SendGrid 1. Sendgrid is ideal for high-u

For both Support and Services, we're frequently helping with setting up complex rules or we're trying to assess issues with a given rule. As we've moved more and more to LMA access rather than begging for our own usernames in Customer orgs, it means that the rules results are emailed to the user we're logged in as - and they have to forward to us. The Scheduler already allows email addresses to be added for failed rules notifications.  What about adding an 'enter email address' to the popup when a rule is run manually to allow the results to be CC'd to another address?   It'd be a huge help to Services and Support - thoughts?  If not possible on the popup due to architecture, maybe add a checkbox for emailing Gainsight support and we maintain a hardcoded send to services@gainsight.com or something like that?

After clicking on Schema and then proceeding down to dependencies it would be nice to get a redirect link back to the rule or report. On the other hand, I probably could get used to going back to Reports 2.0 myself instead. However, this idea probably would help with Zendesk ticket #5476 where I cannot delete a report I cannot see in Reports 2.0, but see in COM for Lux. COM is a little buggy as well. If I go from dependencies and click *Custom, then back to dependencies I get a double listing of the same report. Just an FYI. *Edit Oct 26: Changed schema to Custom