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Your Gainsight environment is upgraded to the October release. For more information, please review our detailed release notes and associated support articles. On Tuesday, October 11, we’re hosting a live demonstration of the new functionality from 9am - 10amPacific -- click here to sign up! If you can’t attend, register anyway, and we’ll email you the recording. This release contains a variety of product enhancements, including: Configure scoring and weighting exceptions in Relationship Scorecards Distinguish between manual and automated measures in Account Scorecards and use standardized methods for updating scores Use Unified Connectors to define multiple Mixpanel connections with an improved UI and flexibility to define the MDA object Setup automated mapping of Zendesk organizations to Salesforce Accounts within Gainsight Salesforce Sharing Settings are honored in Gainsight, enabling user-specific report and data sharing Create a CoPilot Power

SUMMARY We are currently investigating reports of CoPilot Power Lists and Outreaches failing where the email id's contain special characters.   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.

We're excited to share our monthly Vault Update! New Search Functionality With the new release, you can now search across all folders for Assets! New Vault Assets We've released 30 new Vault Assets, including a series of Assets to gauge customer email engagement (available on our 1:Many Communication folder): A set of Rules to set a Scorecard based on Email Engagement Rules to create a CTA for low email engagement & high email engagement Playbook for steps to follow when copilot emails to key contacts bounce Vault Spotlight: Tracking ROI of Customer Success Check out our blog post on Tracking ROI of Customer Success. A complete list of the supporting Vault Assets is included at the bottom of the blog. Highlights include: Closed Renewals Associated with a CSM “Save” -- illustrates how CS contributes to customer retention Closed Upsells Attributed to CSMs -- illustrates how CS expan

It would be nice to be able to create the body of an email directly from within the Rules Engine Setup Action screen, without having to create an actual template in JO.My use case here is to be able to send email notifications to our CSOps team whenever  particular conditions exist, i.e. an account has gone into Boarding status without certain key fields populated.   These would simply be backend notifications for the CSOps team and don't necessarily require being formatted a certain way in an HTML template.I see this working in a similar capacity to Email Tasks in Cockpit (except without the pre-defined template), where I receive a pop-up window where I can enter text for the email.         

Co-Pilot will be used in our organization by Admins and individual account managers.  We want to create "Rules of Engagement" that cover standard operating processes.  Has anyone done this?

We have a use case where CSMs are receiving outreaches for their customers that have usage reports embedded into it.  The CSM reviews the report and forwards to their customer.  We have found that using Apple mail on an Iphone (and also Outlook 2011) is sending the wrong reports when the email is forwarded.   For example, the CSM reviews an email for Customer 1, then reviews an email for Customer 2, and then reviews the email for Customer 3.  They forward the email for Customer 3 to the customer.  The customer then receives the email and the reports in the outreach are wrong.  The reports contain the data for the previous 2 customers that the CSM had just reviewed these emails.  Seems like Apple mail is caching the previous reports when you forward the subsequent emails. If you view the emails on a computer, or gmail on a phone, they work just fine, and do not cause any errors when forwarded.  Also, if you receive a copy of the email using the

Question - Best way to create a powerlist on contacts that attend a Go To Meeting Training. To be able to send a survey to those users via copilot and have their responses tracked under their associated accounts. Scenario - User registers to our training and this information is stored in Go To Training. Once the GTT is completed a list of attended and not attended recipients with their email and company name spits out. Currently this is sitting in GTT and occasionally for analysis this is exported in excel or shared on google drive. Im trying to start a convo on best practices for scenarios like this or how GS internally has a process of having a webinar with attendees they send surveys to and track the responses. Or any other suggestions are more than welcome. This is our next big project on how best to utilise the amazing feature of Co-pilot and surveys the best way possible. Thanks Naquiyah

On October 6, Gainsight will release a variety of product enhancements. We’re also hosting a live demonstration of the new functionality on Tuesday October 11 at 9am Pacific -- click here for more details and to sign up! Here’s a sneak peek at the enhancements included in the October release: Configure scoring and weighting exceptions in Relationship Scorecards Distinguish between manual and automated measures in Account Scorecards and standardized methods for updating scores Use Unified Connectors to define multiple Mixpanel connections with an improved UI and flexibility to define the MDA object Setup automated mapping of Zendesk organizations to Salesforce Accounts within Gainsight Salesforce Sharing Settings are honored in Gainsight, enabling user-specific report and data sharing Create a CoPilot Power List using an Account Data Space Send Operational Emails from CoPilot without the unsubscribe link, and to previously unsubscribed co

When you are in the edit mode for an email template or a power list or an outreach, it requires 2 clicks to get back to the list of templates/outreaches/power lists. In Report Builder, we have a link to the Repository that's always visible when you're editing/creating a report. It'd be nice if the 1-click to return to your list view was available across modules.

We've got a great schedule of Gainsight product and Customer Success webinar topics planned for September! Details below: September 7 at 9:00-9:45 AM PT -- Building ROI of Customer Success Dashboards -- Register Join our Gainsight Admin as he goes through the theory and configuration behind "ROI of Customer Success" dashboards in Gainsight. September 14 at 9:00-9:45 AM PT -- Survey Reporting Using Data Spaces -- Register Join our Surveys product manager for a deep dive on how Admins can utilize Data Spaces to more easily and effectively build reports on Survey and NPS data in Gainsight. **September 15 at 8:30-10:00 AM PT -- Relationships Overview -- Register In this webinar, we'll review when/if your org should use Relationships, how to configure Relationship Types and the Relationship360, as well as how Relationship Types work with CoPilot, Surveys, Playbooks, Success Plans, and more. September 21 at 9:00-9:45 AM PT -- Customer Best Practices for

I see that with the latest release, or maybe before, you can flag emails as operational and they will bypass some opt out preferences.  Is it possible to use this feature in Copilot?  I can only find instructions on how to use it in the rules engine.  I'm honestly a little confused why you would use the rules engine to send an email also but how do I use that feature in Copilot?

Currently when you create a followup from an outreach the followup can look at the Batch Name of the original outreach to gather a list of those that need a followup. Unfortunately this list is not dynamic because it will always look back at the original outreach and continue to send emails to those that have actually "opened the email" or "clicked the link" because the followup is where the customer clicked the link or opened the email not the original outreach. In essence to get what I want currently I would have to create a followup of the followup every day which is not feasible and very unrealistic to manage. Currently the followup to me is only seen as a one time deal. 

SUMMARY We are currently investigating reports of CoPilot Power Lists and Rules not returning expected results when using "contains" or "does not contain" as a phrase operator in filters because the filter is ignored.  Rules: As a work-around, move the filter using "contains" or "does not contain" from the Setup Page section to the action section.  CoPilot Power List: As a work-around, remove filters using "contains" or "does not contain".  NEXT STEPS Gainsight is working to fix this issue and push out a patch release as soon as the patch has gone through QA.  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. UPDATE Wednesday, September 14 : A patch has been pushed to address this issue. Thank you for your patience as we worked through this.

SUMMARY On Monday, September 26th we're tracking an outage with Gainsight Email Service. Our upstream mail service provider, Sendgrid is experiencing issues which will impact emails being sent through Gainsight Email Service. CoPilot outreaches and Rules Engine emails including success/failure notifications are routed through this service. The impact of this outage could be email failures.  Sendgrid is aware of this issue and they are working to resolve this as soon as possible. A timeline is not available at this time.  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. UPDATE Monday, September 26 12:06 PM CST: Sendgrid has resolved this issue. From the Gainsight side, Outreaches were blocked while Sendgrid worked to push out a fix. Now that the fix has been pushed, we've resumed Outreaches. Outre

Maintenance Window :    CST - Between 12:00 AM and 06:00 AM, Thursday 22nd September, 2016   UTC - Between 05:00 AM and 11:00 AM, Thursday 22nd  September, 2016 IST -  Between 10:30 AM and 04:30 PM, Thursday 22nd  September, 2016   Activity :  Gainsight has planned a scheduled deployment on MDA (Backend Infrastructure) as Major  Release. During this maintenance Rules and Data processor queues  will be in hold state for about 2 Hour.  This deployment includes changes in MDA to support feature updates coming as part of GAINSIGHT SFDC V5.3  and few bug fixes.  Scorecard 2.0 Enhancements Vault - Global Search and new actions support in Rules Export Dashboard Services Reports - Users can email Gainsight Home Dashboards as a PPT using the Export option CoPilot - Track clicks on hyperlinks in an email using an Outreach   Queues Hold Ti

Thank you to Joanne and Jessica from Peak 10 for hosting a webinar on leveraging CoPilot and Cockpit today! If you missed it, you can watch the recording here.  [i]We'd love to hear from you - how have you leveraged CoPilot and Cockpit? What lessons have your learned? Does your whole team use Copilot or just one admin? What use cases generate the highest click-through rates? Any formatting tricks? 

Not sure if this is currently possible, but I'd like to trigger a CTA if a customer clicks on the link of an email via Copilot. The goal is to create a CTA from the most interested customers who are clicking the link for more information. Is that possible today? If not, is it on the roadmap? Thanks. Oz

When I enhance the product I want to be able to email my users to let them know the great news! How can I do this?

In Copilot there are four recipient type options All Contacts from Filtered Account Contact Strategy User Strategy Email StrategyIn what circumstanes are options 2 through 4 used ? Searching for these terms on Product Documentation returns this article below but it doesnt actually say how they would be used https://support.gainsight.com/Product_Documentation/CoPilot_and_Automated_Email/Examples_and_Tutoria... Any guidance greatly appreciated Ian

Hi All We are working on sending out automated survey emails via CoPilot triggered by a CTA type and reason to the users associated to that CTA. One example is Training. We want to create a powerlist to send this email out when the training CTA is closed to the users that were on the training.  Currently we cannot pull the associated contacts in the powerlist criteria - Bugger! so this would be a HUGE product enhancement I believe to automate the copilot outreaches not just for training but even QBR meetings and so on to the particular target audience. The meeting takes place on gotomeeting. Ideally I would love for that attendee list to get populated in the power list but not sure how. Anyway you get the gist! Any help here would be great because currently our only solution is to add a Training Date field under Contacts object within SFDC so that when a CSM conducts the training they update that in SFDC and the powerlist is generated with that field to when a training took

Has anyone else had problems in the new UI with the Co-Pilot tab disappearing, requiring you to have to go and re-add the tab in SFDC?  Happening to us it seems several times a week. Our SFDC admin pointed me to this known issue with SFDC https://success.salesforce.com/answers?id=90630000000gwtrAAA but just curious if it's being seen elsewhere and, if so, if Gainsight has any way of working with SFDC to try and rectify.

The sticky filter in the Rules Engine search function is fantastic!  Can we get this extended to Co-Pilot as well?

We currently have 90 Outreaches scheduled for 6AM.  On average about 100 emails are sent and it takes about 1 hour each day.  We would like to send the same 90 Outreaches in 4 additional languages.  Currently in Gainsight this will require us to create 360 new Outreaches.  This is really only to send the same 100 emails but in localized language.  We are concerned that the emails will now take 5 hours to send.  Are there any tricks to minimize the total time it takes for all Outreaches to run and send all emails. Examples: - Will scheduling 1 minute apart help (not sure if this is even allowed... might be 30 minute increments)? - Is it reliable to schedule a Power List refresh at an earlier time and then don't refresh Power List with Outreach run?

I would like to see all the people that clicked on the links in one of the Outreaches we've sent out for the past several months, but since I can only see 3 months worth of data, it's not possible. 

Is there a limit to how many emails can be sent through the rules engine that are marked as Operational?  I was told there wasn't and then when looking through the documentation it says there is a limit of 1000. Send Email via the Rules Engine You can also send emails directly via the rules engine using the Send Email action (this option does not utilize CoPilot). However, CoPilot is specifically built for customer communication and is easier to configure for most use cases. The rules engine covers a broad array of uses, including sending emails, data movement and updating scores. We recommend that you use the rules engine to send email only for the following three use cases: 1.You need to leverage Salesforce email templates instead of Gainsight’s email templates 
 2.You want to send an email and initiate another action such as create a CTA
 3.You want to send an email campaign without the unsubscribe link (limited to 1000) We are preparing to send some emails throu