Archive

The new Playbook permissions page is a link (almost a sub-tab) at the top of the Cockpit Configuration page. For consistency and ease of locating, we should move the CoPilot permissions page link up to the top too. 

Currently there isn't a way to track when fields within the CTA window were last modified. The Last Modified Date in the CTA gets overwritten each time a rule runs that is related to that CTA. It would be nice to be able to know when CTA fields get changed that is unrelated to the Rules Engine.

In the Survey "Add Participants" section of the Surveys object, you can select a criteria "Rule Date equals Current + Quarter(s)" which allows you to schedule surveys on a quarterly basis. In the CoPilot smartlist tool, you cannot do this. The question is: can we use the Surveys "add participants" list to send surveys, when using CoPilot or do we have to create a "smart list" in CoPilot?

Would love to be able to rename the comments filed in the C360 Summary section from "Comments" to something else.  We use the field to display status updates and "Comments" is a very descriptive title.

SUMMARY As of October 2, 2015 CDT, we are investigating the following service incident: We are currently investigating reports of survey responses from surveys sent via copilot not being captured. This appears to be an issue only if you have account sharing set to private in your Salesforce Organization and the user "Site Guest" Default External Access is set to Private.  As a workaround for now, you can change the permission settings on user Site Guest User from Private to Public so that the user has Account visibility.  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.

I'm working with several customers who are interested in being able to set up surveys based on specific events (or triggers).  For example, configure Gainsight so that a survey is automatically sent when implementation is complete for a customer as denoted by a change in stage.   While this is possible with Gainsight Services via a SOW, it would be ideal to put the power of triggering surveys in the hands of Gainsight admins.  Anyone else interested in this capability?

Hi All I am an Admin part of a team to help setup GS and increase adoption of GS with our CSMs within the company. I do not use GS as a daily management tool having said that I feel like as Admins trying to increase adoption of GS within the org (as 1 of many scenarios) we could make good use of GS tools and want to start a best practice for Admins section here. Things I can see for us are: Using Co-Pilot (As appose to Marketo that we currently use) for an outreach on training materials for GS related things/new features to our internal CSMs and then analyse who has or has not clicked/opened the email As an admin it would be great to create an outreach on a CSM that is perhaps using C360 more than Cockpit with perhaps a reminder and a training video. I am just opening this as a discussion forum to see whatelse we admins can best use GS features for internal use case. Naquiyah Cash

Right now I only have the ability to search by Customer Name in the search field (top right corner) but in many, many cases we have multiple account numbers for the same customer.  We either need the ability to search by specific Account fields  OR when you search for a customer name, show  "Account Name: Account Number" so we can also see which account number is being selected.   Preferably the former.

Currently in the Cockpit, if you Group by: Due Date, your CTAs will show up if there is a task within it due "Today" and if it was due in the past it will show "Overdue". However, if a CTA has a task that is due within the week, it shows within "Upcoming" not "Next 7 Days". It would be nice to have consistency within the Cockpit and for all CTAs to be organized by the next task date.

Success Snapshots will only look at Account or Instance Level data within Gainsight, which is a problem when we want to use data from the MDA (which we also have in the C360 section). This request is to enable the ability to use MDA data in Success Snapshots.

Customers would like to be able to easily send out a "heads up" type of message to the distribution list prior to sending out their survey. Although they can send a message using Gainsight Email, it would be simpler if they could send it right from the survey module, and that would also ensure it goes only to those people who will then receive the survey.

I would like to add a heat map of all our customers onto an actual map, not the table option. similar to the below photo.

We would like to create a survey using more than one NPS style question. Certainly the customer sentiment to rate the level of agreement (1-10) with a statement can be utilized beyond just "Would you recommend us to a friend or colleague?" How about an NPS score on "Would you recommend our CSM program?" The Gainsight survey process only allows for 1 NPS-style question and we'd like to see it modified to allow additional. We can customize the NPS question but we're restricted to only 1.

Some reports are used by dashes and c360 but shouldn't be manipulated by regular users. It would be helpful to put an admin lock on those to avoid inadvertently having them altered.

The following are some key enhancements in Gainsight Version 4.32 released September 17, 2015. With this release, Gainsight offers: Zendesk integration enables ticket syncing and reporting from Gainsight, as well as linking tickets to Risk CTAs Support for file attachments in CoPilot emails, plus the option to include multiple links to a survey within an email Improved Rules Engine interface to more easily search for and manage rules Sponsor Tracking provides better tools for managing deleted contacts Success Plan Objectives are available for filtering and grouping in the Cockpit List View Click here to read the complete release notes. 

We would like to do two things to the slider scale of the health tiles. 1.  We would like to determine the intervals - i.e. have 10-20-30- etc instead of 11, 12, 13, 14.  Eliminate the numbers in between any intervals we set. 2.  We would like the slide to lock  - much like a magnet would on these types of intervals so that it makes it easier to choose the correct number.

Reports 2.0: Add the option to include data points (both counts and percentage) to pie charts in Reports 2.0 (and layouts!)

When adding reports to a C360 Section, have the ability to select or deselect all reports in the list.  (see attached)

I'd like to be able to drag and drop tasks within a CTA so I can adjust the priority of items on a case by case basis.

I've banged my head against a wall on constructing rules in the Rules Engine only to realize that I had left out a simple criteria such as a date range.  I'm sure there are other best practices we can brainstorm that would be good suggestions to offer to people who try to construct a rule, and don't get the results they expect.  Something like the "tool tips" that walkme.com offers would be a welcome addition to the rules engine UI, and would function like a built-in consultant. E.g. Hopefully it'd be able to suggest to me that I add a date criteria if I didn't already have one in my rule.

It would be great if we could view 3 columns of reports on dashboards instead of 2. We often use multiple pie charts in a dashboard and are left with a lot of unused space since we have to use 2 columns.  It's also a little bit confusing, because the layout manager makes it look like we're able to build dashboards with three columns, when really we can only use 2.  Is there something I'm missing that allows 3 columns to show or could this be a possible addition in the future? Thanks!

We use team and individual filters to allow CSMs to filter a dashboard down to their team or even just to themselves, but it's difficult to clear the filter once you've applied it.  We've been using Team does not equal "a" and CSM does not equal "a" in order to reset the filters, but it's pretty inconvenient and takes time to reset a filter that way. In Salesforce it's really easy to clear dashboard filters once you have applied them using the "Clear Filter" option in the drop-down menu that appears when you click on a filter. Could we add a feature like this into Gainsight sometime in the near future? A few CSMs have already raised this as a pain point.  We might also just be using the dashboard filters incorrectly -- let me know if there's a better way that we're missing. Thanks! John

We would like the ability to apply different weights based on the stage.  For example, if a customer is in implementation, then the Implementation category would have a weight of 60.   Once the customer moves into the stage of Live, then Implementation would drop to 0 and other categories would have a higher weight.    We have a work around in place, but it's very hard to predict health.

On the CS360 page there is a black band that has the customer name, Status (inactive, churned or active).   We would like the ability to add data to that band.   This configurability would be helpful, given the limitations in Summary (6 tiles, 6 in the list).     My company would like to add customer level.

Engagement rules are easier to manage for conditions like metric a x dropped  by y % over metric b in the past z weeks so in some cases I'd prefer to use engagement rules. A drawback is that the CTA activity lacks the "use identifiers" check box which allows for more broad usage of standard reasons and types across multiple auto CTA actions. Can we either make it easier to manage these conditions in custom rules or add the use identifiers feature to the engagement rules?