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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.

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? 

We have a ton of CTAs with tasks and have automatic email notifications configured. However SMs do not get daily email notifications telling them what they have due each day/week. We have used a project management tool called Asana and would like that functionality. Screenshot here - https://sprinklr.box.com/s/u8d7sl5zyjs5p7mzdklpx7skqa3q8cdz

It would be great to have a way to create simple, dynamic lists of customers. So often our team is creating groups customers that might not have a common field in Gainsight or Salesforce. In these cases it would be great to be able to simply add them to a list - much in the same way that you might add songs to a playlist in many music programs

The following are some major enhancements in Gainsight Version 4.31 released August 20, 2015. With this release, you can now: Send Gainsight Surveys via CoPilot email
 Create Relationships to manage customer relationships at a more granular level
 Create Success Plans for individual customers, with objectives and tasks for a specific timeframe to drive the success of the customer
 Click here to read the complete release notes. You can also watch and share this 5-minute video introducing Success Plans! Intro to Success Plans from Ga

For some odd reasons, when there are fields with the same display name. e.g. one number field, the other text field.  In report 2.0, under "show" or "by", there is "T" or "#" label to signal the field type.  However, not for filter, not in the selection for detailed data table inside of a chart. (also, not in rule engine.) . It's hard to tell part which field I'm selecting. Every time it's a try and error... Just an idea..

Several customers have expressed the need to be able to limit who has access to a view on the Customers tab that displays a list of ALL customers. They want CSMs to only see UI Views on the Customers tab that are filtered to only show their customers. And Executives/Management would have access to All Customers. 

Is there functionality to have a “media feed” as an element of customer health? For example, a tremendous impact to customer health would be if my customer were acquired, or filed BK. Or other newsworthy events. How is that captured?

Hi all, Right now Gainsight users must manually export survey results to have them sent in .csv form to the user's email. I would love to be able to schedule a regular, automated export of survey results. The destination could be email (as it works now) or ideally we could select a local folder location, Google drive, FTP or other destination. This would be extremely useful as a means to keep an extended group in our organization up to date on our customers' survey responses.  Thanks! 

We have a few scorecard metrics which we are automating through the business rules functionality. It would be very useful to automatically add comments to a score. For example: We have a metric group "Payments" to flag customers that have more than 3 invoices that over 90 days due. It would be great if in the comments area of the score we could explain why the score had changed. Ideally, we would use tokens to specify how many invoices are past due or what's the total amount owed.

Allow tokenization in the Score Comments field When using the Set Score rule, we would benefit by having the ability to include tokenized values in the Comments. In our use case, we are storing high priority ticket numbers/links in our MDA. When setting the Score for Support, we would like to also include the text of the high priority tickets. This puts the score, and the corresponding tickets for the score, adjacent to one other in the Scorecard.

Allow bulk change of CTA due date We run into this when planned releases or announcements shift at the last minute. For example, if we have planned a product release for August 15 which rides on CTA activity, and then at the last moment we shift the release to August 20. There is no way to update all of impacted CTAs in bulk, and all CTAs (and tasks, for that matter) must be individually and manually updated. The bulk update for other fields within a CTA is excellent. Having one for the due date, which reflects reality when it comes to releases or announcements, would be excellent.

From a CTA dashboard chart, you can click on a section of the chart and get a list of the associated CTA's; which is great. What is not so great it that there does not appear to be any way to click on the CTA and have it open. You can click on the account name and get the C360 view; but clicking on the CTA name does nothing.

I've used mass edit a couple times now and there a few common "report" or filter sets that we're using to mass edit. Since there's no way to save them, I have to re-build the mass-edit criteria every time. It'd be nice to be able to simply pull up a report, have all of that report's filters populate, and then take the mass edit action at the bottom. It'd save a good amount of time.

Gainsight can only set the "due date" for a CTA using business days. e.g. If the due date is "Rule Date + 30 days" it will add on 30 business days to the rule date, not 30 calendar days. This prevents me from creating CTAs where the true due date maps to an actual calendar date. For example, I thought an "easy win" to encourage adoption amongst our account managers would be to have a CTA fire 90 days before a renewal reminding them of the upcoming renewal, but this can't be done -- at least not with the proper "due date."

Our CSM team book's their QBR meetings in SFDC as Events. I then have created a rule which loads these QBRs as a Milestone as well as a CTA. When loading to Milestone, you can choose either "constant" (i.e. rule date +/- x days) or "show field" which allows me to select the SFDC event date field "due date". But when you create a CTA you can only choose "rule date + x days" - I would like to have the flexibility to choose either "rule date + x days" or "show field" where I can then select a SFDC event date.