Archive

Would like the ability to add hyperlinks to the Comments field on the C360 page.

We need to fire CTAs to a role loaded to the account team on the account.  Is this going to be possible in the near future?  Right now we can only fire CTAs to look up fields on the account.  

Most customers love the Scorecard Report on Gainsight Home (mass scorecard view), which shows all of their customers with color coded scores for each measure. One request I've heard, is ability to move the Overall Score + Measures to the left of the report itself (right now they default to show on the far right). Often customers want to add addt'l customer attributes to these reports (CSM, Renewal Date, Industry, etc). When those columns are added, the score measures move further and further to the right, and often ppl have to scroll to the right to bring them back into view. In addition, ability to control size of columns (right now they all autoset to the same size) would be ideal. Thx!

It would be so nice if I could change the date of a CTA or Task from the list view instead of having to click on the CTA or Task to get the side window to show up and then being able to change the date.....several extra clicks that add up when updating.   

We kicked off our Customer Success Weekly Webinar series with a session on CoPilot Best Practices this morning. If you missed it, you can watch the recording here.  Don't forget to read through the list of upcoming webinars and register here!

Add ability to filter by CTA priority on the 360 page

Would be great to compare multiple outreaches against each other in the Analytics > Outreach view - either on the same graph or next to each other.  Reason: Comparing outreaches against each other on the same screen

We have a business need to fire a specific type of CTA every other week. Currently, Gainsight's CTA schedule doesn't allow for this. We've configured a workaround by creating two identical CTAs to alternate: one firing the 1st Monday of a month and the second firing on the 3rd Monday. This becomes an issue when we have a month that has 5 weeks resulting in a two week gap until the next month cadence can begin. If we create another rule that fires on the Last Monday of a month that has 5 weeks, we result in two CTAs firing for the 5th week of the current month and the first week of the next month. My recommendation would be to provide a bit more flexibility with schedules so users can fire CTAs every other week.

When I build rules and reports I'd like to be able to select User attributes other than Name and Email and filter on those items in order to better manage teams within the Gainsight user base at my organization. The current system only allows us to add or exclude users in a field one at a time, and this can be problematic in some circumstances such as CTA assignee name where any user could be represented.

I've heard that customers want to have more information available in the CTA slide out box (this continues to keep them in cockpit and limits the need to jump from page to page). Link to SFDC Objects & Edit Fields has been huge. Customers also want to be able to see real time reports, such as Usage Reports that have been built for C360 consumption. Can we consider a way to allow those to be viewed from within CTA? 

The following are some major enhancements in Gainsight Version 4.29 released in July, 2015. Cockpit Updates[list] The Playbook now includes the option to skip weekends on task due dates. Earlier, by default, all weekends were skipped. Your existing Playbooks will not change.[/list]https://mail.google.com/mail/u/0/?ui=2&ik=0c840624dc&view=fimg&th=14e977d1e06ca926&attid=0.1&disp=emb&re

I have created a report and a new 360 section that basically uses Parent Account as the Account ref field. This is basically creating a section that lists all child accounts on the parent accounts 360 page. However, the View icon for these child accounts link to the actual SFDC customer record rather than the apex 360 layout. It would be great if it would actually link directly to the 360 for the child account.

We have business need to create annual CTAs based on contract length which means for a 10-year contract, 9 annual CTAs need to be created, due each year. The current limitation of Due Date can only go as far as Rule Date + 999 days, this can only get us through the 3rd year considering each year has 365 days. 

I would like to have the option to filter a status by a reason type. For example, When I select the Reason to be Pre-Release, I want the status's to be  -Customer Invited -Considered but not viable -Customer Participant -Customer Denied  I dont want these status's to be available for any other Reason type. For example, I only want the status options for Go Live to be -In progress   -Completed  Thanks

Some of our playbooks do not have a standard number of days in between tasks, therefore we would like to be able to leave the date field bank and fill it in as we set dates for each task. Ideally we'd like to have a CTA triggered, and the tasks that don't have a number of days associated with it would be listed as blank dates.

We love the ability to view INSTANCELEVEL data graphically within Gainsight - but one of the critical pieces of doing this is the ability to drill down to 1 instance and see it's usage levels over time.  While most of our instancelevel data works fine, there were a few weeks where the initial data was loaded without an "InstanceLevel ID" value.  Without populating this value, the Instance Name doesn't appear within the Usage Data graphical view (Cust 360, etc.).  We've fixed recent weeks and are correcting this moving forward, but I wanted to post this in case it can help other customers going forward: A good solution may be to simply setup a validation or alert to Admin that checks if a loaded record is an INSTANCELEVEL record - and if so - alerts if any of these critical fields are missing (Instance level ID, Name, & external ID). 

When you go to Reports 2.0 the SFDC header hides automatically. I think (well, assume!) it's to provide some more screen real estate for the report. Except every time I'm done on that tab I have this moment of being lost. Most of the time I just go back to the Salesforce home by using my bookmark. I'm wondering if others have this same experience, or if it's just me. (I can accept if I'm just special. :-) My preference would be to leave the decision to hide the header to the user. If I need the extra pixels, I know how to get them. My second choice would be to at least put a link back to Administration in the header so I can get back to where I came from.

On the CTA and Gainsight Task layout, when a Contact is linked, display the Contact Email address and phone number, pulling the data from the Contact Record. This is similar to what is available on a Salesforce Task. As an AM is processing CTAs, it will save time to have the email & phone readily available.

Currently, we get CTAs for any change to a sponsor regardless whether it was done on the social media side or internally. Not our entire organization uses Gainsight but they do use Salesforce, so any time contact information is changed on the Salesforce side, we get CTAs kicked off for Sponsor Tracking changes. But this just causes unnecessary CTAs and tasks for our team as we do not care if someone internally changes someone's title. We would like to set the CTA to kick off only if there is a change from the social media side. I am requesting an enhancement to allow us to choose specific preferences for Sponsor Tracking CTAs to be kicked off. 

When viewing CTA's, you can see the Created Date; but I am not seeing any way to see the dates of other status changes or activity. Most obvious one is Closed Date - it would be extremely helpful for CSD and Admin to be able to see the date a CTA was closed to understand the history of the CTA. Maybe I'm missing something obvious? 🙂

We are working on a series of rules (based off usage data) that set a flag on an Account after a certain rule has fired for a customer.  What's great is that we can use  "Customer Info" and set the flag there - and we're currently able to do this with a custom rule but not an engagement rule.  Although I've figured out a workaround to get this to work this doesn't seem like it should need a workaround.  I should be able to set an action to update Customer Info (and maybe other objects) from an engagement rule based off usage data.

Once you start making updates to a CTA, there does not seem to be any way to Undo changes or cancel out completely. I would almost consider this a Problem request... seems like that is basic functionality to prevent inadvertent changes and subsequent issues.

In certain use cases it makes sense to map a single source value to multiple destination fields.  The Rules Engine prevents you from adding the same field multiple times in the Show section and the Action Setup prevents you from mapping the same value into multiple destination fields. Use Case:  Same unique value maps to Instance ID and Instance Name

In salesforce, when you have a data component that has a null value, by default it appears as a segment in a pie chart.  We track "most recent use" date for all of our customers by quarter, and we have used a pie chart to track this in the past so that we can see how active our total customer base is. If a new customer hasn't yet used our product yet (or an old customer), we want to be able to see what % of the total this represents. However, because the value is null it doesn't appear in the pie chart. So we have to use two charts to approximate this total. We'd love to be able to view null values on the pie chart as well. Please VOTE IT UP!

Do we have an email limit to send through Gainsight? Will there be a copy of the sent email stored somewhere once it is sent, such as on  SFDC account as an acitivity?