Archive

It would be very helpful if users could copy and paste information from the Customers Tab.  We have a database outside of Salesforce and our users sometimes need to copy and paste a customer number in order to look up information.  The Customers Tab does not allow them to copy and paste thus requiring them to hand type in the customer number.  

Channel performance is an important item we want to monitor over time. We have many types of Channels, up to about 30. Would like a way to graph just the top x number of channels over a period of time. Today the Ranking graph does not allow to see a trend of these channels over time.

As a business user, I would like the ability to specify a fixed data element within a chart already containing the same data element.  Examples include: * A specific date in a year that is important to the company (eg renewal date, project completion) * A calculated field to compare the industry average of metrics vs the displayed metric(s). If this is an additional date field, I would expect to see a highlighted period of time If this is an additional metric, I would expect to see an additional dotted line to distinguish its special characteristics. Complexity could be limited by only offering this functionality for specific kinds of visualizations, such as line graphs (or graphs with dates, as per the date example).

Euromonitor has requested the ability to round to the nearest dollar on charts when the data points are displayed. Below is a screenshot of how it is now. When they look at the data on such a large scale the pennies are meaningless to them.

In the Config options for the Cockpit list view; Status isn’t available to add as a column. Our CSD's have a fairly long list of CTAs (lots of accounts); which they prefer to group by Due Date; so the CTAs due in the near term are at the top. The problem is that they're not able to see the Status in the Due Date view which makes it more difficult to do their planning.

Currently if I run a rule I get an email confirming that it was run successfully. However, if I run a rule and include historical periods, I don't receive an email, so I have to keep checking the Rules Manager logs.

In addition to the opened and clicked counts, would be great to see the open rate in this Outreach view as well

Is it possible to hide the CoPilot icon for users who do not have permission to access it or to display a permissions error when they try to click into it's menu options? We've set up permissions for only 3 users. However, the icon appears in the cockpit for everybody and when they try to click on anything displayed within the various menus, nothing happens which is confusing folks. I read through the set up documentation and didn't notice a way to hide the icon or customize a message but I could have simply overlooked something. Thanks for any guidance you can provide!

As a user, I would like to provide certain non-charted table elements that I don't require being considered for the visualization. For instance, I am trying to graph: ID of Tasks by Date, Assigned Name  With the above, I'll get some nice options for output.  However, the drill down table is not very helpful - I would like to add the Task Subject field. Unfortunately, when I do so, I lose all of my options and am stuck with a table.  Ideally, a drop down State toggle that will appear for the element (eg in the Gear icon). This State will allow me to "Graph - on/off". If off, then do not consider it when dynamically displaying options.

I can't see or figure out the full field names in the Summary layout editor. A number of field names are too long to show but there is not a way to actually see the field names - we need a hover over so that the admin can see the full name within the setup.

Right now, in Admin > Cockpit Configuration, the user has to click the disk icon to save changes for each item in that section. (See Call to action priority section as example.) It would be useful to have a general Save button at the bottom of each section, so that if a user makes multiple in-line changes, they can save all the changes at once.

 Goal: Provide insight into the frequency of activity and interaction with Contacts at an account and internal team members.  Create a preconfigured rule to perform the following calculations to compose a prebuilt "Interaction" Score for each Account.  * Examine the Activities object. Count the number of Activities for each week and create a relative score for the Account.  * Offer an option to push the count of Activities into the Usage object * While not all companies will be logging their emails into SFDC, I'm sure quite a few are.  * This could be extended to Tasks - many teams do use SFDC tasks, and though there could be some false positives due to mixing in the Sales persona, it is still a nice indicator for "Touch" at an account. * The only feasible option today is to create a calculated field to come up with a monthly calculation, but obviously you won't have trend.

I have a rule that creates a CTA whenever we have a new customer with an opt-out clause in their contract. I'd like to be able to set the CTA due date to equal the Opt-Out-Deadline Date. Currently my only option is Rule Date + __ Days. 

We've been holding on updating the managed 'Lifecycle in Weeks' formula field on our Customer Info object until we have a validated formula - we've got a few customers waiting for this field to function as originally intended:  provide a week number, 1-52, based on the anniversary of the Original Contract Date. I've provided a formula below. I've also set this formula field up in a demo org and tested it - I can pass along the credentials if you want to look. Basically, the formula works as follows: 1. builds a date in the current year that is the same month and day as the Orig. Contract Date  2. Subtracts this date from today's date. 3. If the result is positive, then it divides the different by 7 and rounds to get a week number. 4. If negative (meaning that the Orig Date day and month is later in the year than today), it creates a new date for LAST year with the same day and month as the Orig. Contract Date, THEN subtracts a

For users with the Gainsight Admin permission set, having the ability on the Gainsight Home dashboards to click on the title of a report (or an additional link in the Settings icon of that report) and have it take you directly to that report in Reports 2.0 would make editing dashboards much quicker. Same for being able to have a quick link to the layout - maybe a link at the top next to the dropdown list. 

When there are multiple reports added to a custom 360 section, the order of those reports in the dropdown seem random (possibly in the order they are created). It would be great if we had control over the order of these, or at least what the default view should be. Same for the Customers tab. I am able to set the default but it would be great to have control over how the different views are ordered in the dropdown list.

Many of our CSD's are requesting the ability to enter the health score values directly, rather than using the slider. Just double-click, type in the score, and save.

In rules engine, if a field has been removed from Show that is being used on the action then it will throw an error which is expected. However, the error lists the field's string id rather than the MDA field name. Can we get that updated to display the actual MDA field name instead? It will make troubleshooting much quicker.

I'm aware of two requests to customize what's available on the Service Cloud Console Gainsight widget so I wanted to post here.  Thanks. (1) SmartFocus is moving their Code Red CTA process in to Gainsight...they would like CTAs w/comments available in the Service Cloud widget so that Support knows if they are talking to a Code Red customer.  (Support doesn't use Chatter so having comments posted there does not work for them. And they don't want to use a field on the C360 summary to indicate because having an indicator without the comments is not enough). (2) I recently turned over Booker to Carissa & I believe they are trying to roll out their first email campaign using GS & want the Support team to be able to see if the customer they are talking to has received or opened the latest email that was sent via Gainsight. 

I'd like to see the instances that could have triggered a rule for a specific Account. For example, we have a rule that checks poor page load across all instances but we run an account level CTA to keep from overwhelming the team. To help with triage we added a reports 2.0 widget to display this data. While this is valuable, if we can get more of the detail surfaced to the team in the actual CTA it would be valuable/make it more clear on what action the team is to take.

We have a small time saver which would be nice. Can we have the milestone checkbox in the Usage summary default to be checked? There are small defaults here and there that it'd be nice to update for time saving purposes.

I would like to add token values to the CTA name, similar to how we can with the comments. This could allow for more specificity in the CTA, for example: [x] P1 Cases filed [y] % change in Spend this week. For instance level CTAs it could be valuable to highlight the instance that triggered the rule

Provide confidential, on-demand Gainsight usage data & health score for customers via the community.  Several customers have asked for both.  Thanks

Angie's List's Account Managers would like a way to show the number of Open vs Total Tasks on a CTA (for example 7/10). That way they'd have a quick visual of how many Tasks had been completed on a CTA.

First, it would be great if the features object was "report enabled" by default. Second, it would be very helpful to quickly analyze what features (updated in C360) customers are using by segments, industry, healthscore and other customer attributes stored in GS. Ideally, these reports would be built in dashboards in Gainsight (much like the Cockpit leaderboard). However, it would be great if we could answer these business questions by quickly building graphs using Report 2.0.