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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

Managing when rules have been scheduled to run is no easy task.  I've created a spreadsheet with each rule and it’s corresponding start time so that they do not overlap when run.  It would be helpful if the system could automatically schedule rules based on the last time a rule was scheduled and a set time interval configured somewhere in the admin settings (5, 10, 15, 30 minutes, etc.).   Use Case: Two rules have been created and scheduled, the first at 12:00AM and the second at 12:10AM. A third rule is created and gets automatically scheduled to run at 12:20AM.  A time interval of 10 minutes is set by the user in admin settings.  All three rules display within the rule listing in order by time scheduled, starting with 12:00AM. This is one thought I had for making the rule run scheduling more automated and easier to manage.  I am not a programmer, so any improvements with this process would be

When I load a rule with lots of historical data, it can take a long time. It would be helpful to know which time periods have already been loaded. For example, in the rule Execution History in the Rules Manager, it would be helpful to show "rule date" for each execution – that way I'd know that I can start verifying the data for the week of MM-DD-YYY.

Would be nice to be able to group or sort rules in order to be able to quickly find them, or place the most active ones on top of the list.

Would be great enhancement to co-pilot email sends to be able to set the Reply-To field to reply to multiple addresses. For example, when sending survey emails, would be great to allow replies to go to both the person overseeing surveys and the account manager.

Success/Failure emails include a spreadsheet file with complete Rule run information including log messages and Results. If I was not on the distribution list to receive that email/spreadsheet, I can only View the Execution History and Logs. I need the ability to create that spreadsheet exportable via the UI in case I need to share with support and I do not see a way to do that from within the interface.

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 

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.