Archive

Currently only Administrators are able to add or make edits to global filters in Dashboards, but I think it would be beneficial for non-administrative users to have control over their own reports as well, instead of having to rely on the administrator to make edits to global filters.

On the Properties page, the user's selected End Date should actually close the survey. Right now, it doesn't do anything.  Dashboard and Published statuses/sub-tabs: it's difficult to explain the distinction between these two. I think Dashboard contains surveys that are live with responses; whereas, Published surveys are live but have not been sent yet. Perhaps these sub-tabs could be named more clearly and/or combined. "Dashboard" for example does not suggest a particular status at all, but is more of a comprehensive term where I'd expect to see all of my surveys. CoPilot integration: are we planning to integrate Survey and CoPilot more closely? For example, could the Add Participants and Distribute sub-tabs in the Survey module be replaced with links to Power Lists and Outreaches?

As there is a lot of unused white space on the right, and CTAs are being truncated for no apparent reason.

The October release is live in your Gainsight org. Here's a summary of the enhancements available: Attach Reports in Copilot while sending an outreach (beta) Playbook Permissions: Admins can manage which users have edit/create/delete access to Playbooks. All users will continue to have full access to playbooks until the Admin modifies their permissions. Transactions: see Timeline view and Reports in the Transactions section Sponsor Tracking: new URL search feature for locating LinkedIn contact information Dashboard filters can be released Success Plan Objectives: available in Cockpit Operational Reports and the C360 Summary section, and for reporting by CTA Type in Reports 2.0 CoPilot Power Lists can be cloned C360 Attributes section is more customizable and attribute fields can be marked editable for end-users Chatter editor for CTA chatter posts now preserves special formatting (bold, italic, underline, etc.)For more

For Support:  One area that adds to our resolution time for cases is that we need to ask customers for rules outputs after each test of rules.  This adds considerable effort to customers and delays in resolving tickets.  Would be nice if there was some kind of option to also include a send to support@gainsight.com or some other way to see rules results (we are accessing via LMA)?  During our interviews, admins raised this as well and wished we did not have to ask.  

Chad at Influitive had difficulty with a part of CoPilot that is less than intuitive and asked to pass on the following feedback to Product " do not put an barely visible arrow as a key step in the process. I didn't see the arrow at all and clicked on the text navigation links." This is a valid point, and there is also a floating arrow in the Survey module that customers tend to miss. Screenshots of what Chad is referring to are in ticket #3805

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.

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.