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The playbook tasks are all assigned due date based on an offset from the CTA date. However, if the CTA date is moved/rescheduled; the playbook task dates do not automatically update and must be manually changed. Would make more sense if the playbook tasks were adjusted when the CTA is rescheduled (or at least have that option).

During Survey creation, would it be possible to drag/drop questions from one page to another? Also, can we add a drag/drop feature for multiple choice question responses? Will save a lot of time from having to delete the question/responses and re-creating them.

I have been successful to create fields that carry out certain counts of records. However for reporting two things are imp for execs to see especially during adoption. 1) Which accounts are not adopting a certain kind of CTA - Easy as i have the count field I can say show me nulls i.e accounts with no CTAs for that type created. 2) I now what to see the number of accounts that are adopting this type of CTAs vs those that are not against their Tier - ok Yikes! For this to take place I would have to create a field that says something like if field X (which I created as a count of) is > 0 than Active else Inactive.  Part 2 could perhaps be hacked in in SFDC creating a formula field and maybe rules engining it into GS to then report on? not sure but nevertheless having this sort of function especially the flexibility to report on would be great. Naquiyah

SUMMARY We have identified an issue when using Gainsight Surveys sent via the Gainsight Email Service.  If you are importing a list of contacts via CSV or your data have blank first names for your contacts, the service is putting the logged in user's last name to send out the email rather than the correct recipient's first name.  As an example, every email I sent after importing my CSV would show Dear Stokowski. The Gainsight team has identified a solution for this issue and will provide a fix as soon as testing is complete.  OPTION Survey emails sent via Copilot or Salesforce email service will NOT encounter this issue. FOR MORE INFORMATION Please subscribe to this article for regular updates until the issue is resolved. If you have questions about this issue, please open a ticket with us by sending a note to support@gainsight.com.

We used CoPilot to send out our NPS survey and would like to send a reminder email to contacts that did not yet respond. Can we include the unique link to the survey in the reminder email?

I would like to have the Comments field from the Customer 360 page display in the Gainsight 360 Widget on the Account Page. This field offers an important, quick summary of Customer situation and is valuable when reviewing Accounts in Salesforce.

Right now, the date field will show us the date itself, for example: 11/15/2015. There's no way, within reporting, to group dates, into specific months, by specific contacts. Can we group into date levels like months, etc.? We also need to bring in a date field, to show by week, month, etc..

Based on input from customers, I'd like to suggest adding the ability to snooze one or more CTAs from the Cockpit list view. Presently, in order to snooze multiple CTAs, you need to open each CTA and then specify the snooze date and reason, one at a time. There are times when a CSM may want to snooze a block of non-critical CTAs in order to simplify their Cockpit list.  This would be particularly helpful for new users, who may be initially overwhelmed by a large number of rules-based CTAs in their Cockpit.

The ability to copy Power Lists in CoPilot would be a nice time-saver.

Hey Guys Wondering if someone has an answer for this. 1) I want people to use multi filter on certain Account Owners. Currently the only way I can Global filter this is if I add "Account Owner != and check the exclude null check box". This works to bring in all Account Owners (Removing any that are null - not sure i like this) but also we cannot filter for more than one in this case. 1) We also have a CSM Manager field some of our execs want to use the Global Filter on. However when I use the same concept above the accounts that currently have a null against the CSM Manager field get removed. Is there something I may be missing or this is a GS thing and needs to be moved to an idea? Thanks Naquiyah

We have a respondent that wants to re-enter her NPS.  We distributed the survey using co-pilot.  Is there a way to re-send her the survey link or would I have to include her in a new power list?

In Salesforce Reports, if I add a Lookup field to my report it becomes hyperlinked to the linked record. So I can navigate to all the linked records from one report. Would be wonderful if Gainsight reports did the same.

When you send out an NPS survey the graphs that come back that are in the survey show a % of those that completed the survey gave us a 0,1,2,3,4,5,6,7,etc. I want to be able to recreate this graph inside Reports 2.0 because I need to break it out by segment and by customer type.  Also would like to be able to create a graph based on participation rates in Reports 2.0 that I can then bucket into segments. 

When I display values for a column line graph it shows values for both columns and lines and sometimes those values overlap so the numbers are really of no use. It would be good to allow me to select which values I want to show ie either the column or line values. 

It would be great to be able to customize the weighting I give to various scorecard measures on a per CSM basis. I have strategic CSMs, who mark the Customer Relationship health score, which factors heavily into the overall health score, but is a manual update by nature. I also have a 1:M CSM who only reaches out to her 100+ accounts via automation, and I don't want her manual Customer Relationship to factor into overall health, as it's not going to be updated consistently for her large volume of smaller accounts.

On Fri. 11/13, you'll see significant improvements to support.gainsight.com. In order to make it easier to find the product documentation and resources you're looking for, we've reorganized the content and published new and updated articles. A new graphic design for the site will also roll out in December. In the meantime, here's a summary of the new structure: New Home page Product Documentation categories: CTAs, Tasks & Playbooks: includes everything under Cockpit, except for CoPilot; plus links to Success Plans CoPilot & Automated Email: all email services content Customers & Relationships: all C360, Customers tab, Relationships content, and Success Plans Scorecards Reports & Dashboards: custom report builder, UI Views, dashboards, and out-of-the-box reports Surveys & NPS Administration* The following sub-categories will display underneath the above categories, with links to articles: Overview: contains product area overview article w/ links to key d

I'd love to see some more information in the Analytics tab in CoPilot. For example, I can see that my outreach skipped over 11 people, but I do not know who those people are. I can hover over the number 11 to see that 8 have bounced, and 3 have previously unsubscribed, but I do not know who those 8 and 3 are. I cannot seem to find this information anywhere in CoPilot, either. It'd be great to be notified of the skipped customers. If this data could be brought back into Salesforce, that'd be a real life-saver!

When our reps click add an activity via the c360, would it be possible to auto populate the due date as today and the status of the task as completed? Right now it leaves the due date blank and has the status as Not Started. Our reps have to log every call to the account this way and its a few extra clicks for them to add the due date and change the status to completed. Since they have so many calls throughout the day it would save a lot of time to have these 2 fields auto populate the way they need them.  I am asking for this because not all our reps calls come from a CTA.  We have tried asking them to create a CTA and then add a task but it is much easier for them to just click "Add Activity."  I submitted a Support Ticket but they recommended I post here.  Thanks!

Hi All, Similar to CTA types/reasons we'd like a way to categorize Milestones. Some may be used for internal purposes and some we want to be communicated to customers.  For example, we may want to track opportunities closed, service disruptions and credits in milestones to see this kind of activity over time but we want to exclude these from other lifecycle type milestones like onboarding complete, services or training delivered, etc. Thanks, Daniel

I need to create power lists with criteria from account & contact records.  This works well if the contact logic is AND.  However, I need OR. I tried creating the power list using only contact fields (and pulling account fields that way) but it didn't work.   In the contact fields, I need the 1st 3 as AND, but the last 2 as OR.  Can't do that right now :-( The current workaround, as confirmed by support, is to create 2 lists....good thing cloning is now an option 

Currently when a customer takes a survey and they are dissatisfied with something we create a close loop process in our other survey system (which will be changing to Gainsight). Something similar to a CTA is created where the only task to complete is to reach out to the customer for some more feedback. Gainsight is so much more powerful here allowing us to make multiple tasks and assign to anyone. BUT (and this is what I am trying to figure out how to accomplish) when we reach out to the customer and gather their feedback about why they were so dissatisfied we fill out a form to categorize their feedback, fill in what any corrective actions we are taking, and coaching comments.  We use this info for further analysis with systemic issues and corrective action initiatives organization wide.   I have thought about adding “trees” to a survey questions to gather more info if they select a certain question but I don’t want survey fatigue which is what we saw when we trie

I would love to have more question options, such as likert scale (other than the standard NPS question) and boolean (true/false, yes/no). 

C360: The ability to define colors for each of summary boxes/widgets. Our Usage information is in a green box, which is misleading for customers with low adoption, and we have no way to change this today.

In larger implementations, I'm finding that, on the Salesforce side, we are sometimes working with more records than the rule limits allow (can't remember if it's 100,000 on the query side, higher on the Action side?)  As we grow the number of enterprise customers, we'll probably run into this more and more. Continually raising the limit probably isn't the way to go (if it's even possible), but perhaps we cal allow a rule to be 'looped' up to 5 times? Or 10?  That way, instead of copying a rule over 5 times and screwing around with '> some random letter in the alphabet' until the quantities are in range, it could fire a set of rule runs, similar to a historical run, guaranteeing that we maximize what each single run of a rule can do, and tokenize the run order. Pretty sure this would be complicated, as there would have to be a way to know which records had been queried on the previous rule. Just wanted to get a conversation going, as we will be running up against limits

We would like to allow for two layer object linking in Gainsight.  I'm not sure of the exact technical term but in order to pull in our survey data into Gainsight, we need to reference the account object which is not currently set up in our architecture in Salesforce. This data comes from our own software and would require additional technical work to get it associated.  At this point we don't have the resources to update our integration to work with Gainsight and we're stuck with manually uploading the survey data.