Archived content

We're always updating and adding new content to Gainsight Go. While the list of articles updated in the last month is too long to list, here's what's new: Articles: Grant Access to Gainsight 360 Custom Tab (for non-Gainsight Admins to access the new G360) View Gainsight 360 (new in 5.6) How to Configure Advanced Outreaches (new CoPilot

We are so excited to launch our next NPS survey with Advanced Outreach, but as I have begun building it out, I have found a limitation. We want to customize the follow-up/thank you email to the survey participant based on how they respond to the NPS question (promoter, passive or detractor). I know we can do this through a regular CoPilot Outreach, but it would be so much more seamless if it could be incorporated into the original Advanced Outreach.

In the first tab of the analytics page in the copilot, none of the graphs show the full outreach, but rather just a sample that appears to max out at 20 customers. I'm not quite sure why it does this nor how to have it show the next 20 customers. I even tried changing the report type to a simple table, and it was still limited.  As it is now, I am not able to easily see the opened/clicked/bounced rates for my entire outreach. Please expand this capability.

The html editor in Templates 2.0 is too small and is unable to be re-sized.  I am also no longer able to use CTRL+F to search through the html.  I am using Chrome.   This makes it difficult to read and troubleshoot my html as I replace my existing templates and create new templates.

Our email outreaches are based on relationships, currently, there is no follow-up function available for unopen or opened emails. Will this be available in the February release or on the roadmap? 

In CoPilot, the Outreach overview section currently shows  Open Rate, Total Opens, Clicked, Bounced and Spammed.  Unique opens are only visible once we click on the specific outreach. Is it possible to change/hide Total Opens and display Unique Opens?  We don't track Total opens as a measure, so having the distinct opens displayed would be a better piece of data.                       

Hello -  I've built a custom HTML email template and when I paste the code into the co-pilot (email builder) the image source is being stripped or removed.  Has anyone else run into this issue?

Use case: you have a custom URL field on a Salesforce object like an NPS survey link. Instead of pasting the entire hyperlink into the body of a Copilot email, you could set the token [i]as the hyperlink for a CTA button.

With the patch release on March 23rd, custom rules that hit the maximum record limit will fail. The limit is capped at 200k records per rule run. Currently, the rule succeeds even if there are more records in the source, but it just picks up the first 200k records.  The Gainsight support team will reach out to you within the next couple of days if you have any rules that exceeded the limits in the last 30 days. Gainsight will be increasing the limit to 500k in a staggered manner in the weeks following March 23rd. In the meantime, recommended steps for the rules admin: Identify if your rules might fail in the near future - glance through the execution history to see the no. of records processed. If it is closer to 200k, and it continues to grow, then there is a good chance it will eventually hit the limit and fail. Create a bionic rule and retire the custom rule. Read more about bionic rules

While troubleshooting an issue someone  was having with outreaches stuck in queue, I noticed that the outreach queue # only seems to represent the outreaches loaded on the page. For example, if the page shows there are 10 outreaches in queue, it is only showing the 10 in queue that it finds from the outreaches you can see on the page. Now say you search for a keyword, there may be 15 on the page that are still in queue and that will be reflected in the outreach queue in the top left that you can hover over. As I understand it, this is expected behavior but I think the main page with no search filters applied should show the true number of outreaches in queue and not just the ones that load up on the page.

During Pulse 2017 the Gainsight Client Outcomes Team organized a Circles of Success & Birds of a Feather Program, featuring group discussions for Gainsight customers focused on key topics and challenges. We had such engagement from our customers we wanted to keep the conversation going on Community. One of the topics we discussed was 1:many Customer Success. Here are a few of the questions that we discussed: How are you structuring your proactive touch points? What challenges have you seen in this structure? How do you scale client growth with limited CS resources using best practice techniques and technology? What is a good cadence when reaching out to customers who are low touch? How do you collaborate with internal teams such as Marketing, Technical Comms, etc

It can become tricky when users want to send Outreaches twice a year and the ability to select "Yearly" as an option when setting a Recurring Schedule would be beneficial in allowing users to schedule outreaches semi-annually, bi-annually, etc. Extended scheduling options may come in handy for customers looking to set a recurring schedule that extends beyond monthly. Thanks!

It can sometimes be challenging to stay up-to-date on key account information in 1:many relationships. It would be helpful if we could send through CoPilot some kind of 'survey' that shows values for certain selected SFDC fields for that account. The client could confirm accuracy or provide any needed updates in a way that can be fed back into SFDC. Thanks, Elizabeth

What am I doing wrong folks? I get the attached error when attempting to make an outreach for a Survey in CoPilot. My hunch is that it relates to the info I have in our Customer Info object, but I am not sure how exactly to remedy it. Any guidance?

Currently, when you preview and outreach it pulls from a random subset of contacts from the power list attached. It would be nice if you could search the whole contact list.  This would greatly help out customers that are using multi variant emails while testing. For example, if you are using language as an identifier it is possible you won't get any contacts in the dropdown with the language you are testing for. Also, the default variant always shows in the CoPilot preview UI.

Customer has created a custom field on the relationship contact object for relationship. They have set the default for the field in SFDC to "english" and if the customer adds the contact with the form set to "none" it does default to English, so its working. The customer would like the ability for the form to display that by default. 

Can we add the ability to show a date format in CoPilot that looks like July 1, 2016.  As it stands now if we try to show the natural format it puts in a time stamp or looks like 1 July 2016.  

I have been asked to create an automated email for our sales reps as a notification when our highest priority support cases are opened.  I know you can link Cases to a CTA, but this is not an option for a couple reasons.  What I'm trying to accomplish is to have a link within the email that would allow the recipient to click on the account name or case # and be taken to that page within Salesforce. I have tokenized some of the fields with case data as an FYI but my VP is adamant that they be clickable links (as if the sales reps can't master Copy/ Paste) We have several other internal outreaches that would similiarly benefit from the ability to link to the corresponding Salesforce page. Am I missing something or is this not possible at this time?

Hi - We are putting together a monthly utilization report for our clients. We have multiple products that clients could be using and we want to include the relevant report based on the products listed in their SFDC record. I tried including the varied reports in a single email, but the report shows a flat line if the account doesn't have that product. I also looked at the segmentation functionality. Unfortunately, that would only work well if the clients have one product or another. However, there are many different combinations and even if I could build out the number of 'variant' templates to meet our needs, I'm not sure how we could get the criteria to match exactly. What we really need is for the segmentation to behave more like tokens. Include this segment when this condition is met and so forth. Is that something that's a possibility? If not, is there a way to make the report visible only if a condition in an SFDC field is met?

Similar to our "How to Build a Survey" path, we've organized our CoPilot articles into a step-by-step guide for new users to create and execute CoPilot Outreaches. Like our other paths, while it's possible to tackle the sub-tasks of this in a different order, we're presenting the articles in a recommended sequence. This link will direct you to the embedded path: https://support.gainsight.com/Product_Documentation/CoPilot_and_Automated_Email/Admin_Configuration/How_to_Send_a_CoPilot_Email_(Path)  We'd love to hear any feedback regarding this type of documentation as we continue to build new paths.

When I create a follow up powerlist from a CoPilot the follow up list pulls from a completely separate object than what my original powerlist was created from. The reason why I create a powerlist on different objects is to use TAGs to send the emails from those employees and in the signature line. Because the follow up powerlist is on a totally different object I no longer have access to sending a similar template from the same employee to the customer. I am only able to send from the customer or account itself which makes not sense. Doesn't make sense as a customer to get an email from myself to take a survey for a company. 

I have been working with the new Copilot Outreach Follow Up feature, but noticing an limitation. It appears this follow up is built off of email logs and when building off email logs we can't use the same tokens in the templates the the original outreach. Is there another way to do this?

When we create a Scorecard on Scorecard V2.0, a MDA object gets created automatically with the name <scorecard_name> Scorecard Fact. Currently, in this version, we cannot create powerlists + Rules on these MDA objects and it is a limitation. These MDA objects are NOT visible in the drop down while selecting the objects in the powerlist screen or rules.  Currently native 1.0 can access the scores, but not 2.0. There is alot of use cases cannot be used in 2.0 due to this limitation. Such as Sending CoPilot and CTAs based on Score Measure.

(warning: I'm venting) We really need some improvements and better organization around email templates, especially due to the fact that you can't use Relationship email templates for Account outreaches and vice versa, and there's no way to tell what type of email template is which.  I just created a new Co-Pilot outreach.  To save time (ha!) I cloned an existing email template (because if you copy and paste text from one email template to another, you lose all the formatting). What I didn't notice is that the email template I copied is a Relationship email template, so after getting my PowerList all set up, and my email template set up, when I go to create the Outreach, my email template is nowhere to be found, because my Outreach is an Account Outreach. So now back to square one to re-create my email template from scratch.  THERE IS NO REASON AN EMAIL TEMPLATE NEEDS TO BE LIMITED TO RELATIONSHIPS OR ACCOUNTS!!

I've got a general question around using formula fields in Copilot email templates. So when we use a field in an email template we have the option to set it to show commas and/or decimals within the field.  From this option, we can decide whether or not of include these notations and even show how many decimal places we would like to be represented if we so choose. Now this feature only truly works if we are using a number-type field, as it's been explained to me by the L2 team (and that makes complete sense to me). My question is, can we allow this feature to be applied to a formula field as well?  I know we often come across hiccups when we use formula fields, so I'm wondering if we know of any future plans to allow the commas to be displayed for formula fields? Thanks