Archived content

SUMMARY We have identified an issue when using Gainsight Surveys sent via the Gainsight Email Service.  If you are importing a list of contacts via CSV or your data have blank first names for your contacts, the service is putting the logged in user's last name to send out the email rather than the correct recipient's first name.  As an example, every email I sent after importing my CSV would show Dear Stokowski. The Gainsight team has identified a solution for this issue and will provide a fix as soon as testing is complete.  OPTION Survey emails sent via Copilot or Salesforce email service will NOT encounter this issue. 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 used CoPilot to send out our NPS survey and would like to send a reminder email to contacts that did not yet respond. Can we include the unique link to the survey in the reminder email?

The ability to copy Power Lists in CoPilot would be a nice time-saver.

We have a respondent that wants to re-enter her NPS.  We distributed the survey using co-pilot.  Is there a way to re-send her the survey link or would I have to include her in a new power list?

On Fri. 11/13, you'll see significant improvements to support.gainsight.com. In order to make it easier to find the product documentation and resources you're looking for, we've reorganized the content and published new and updated articles. A new graphic design for the site will also roll out in December. In the meantime, here's a summary of the new structure: New Home page Product Documentation categories: CTAs, Tasks & Playbooks: includes everything under Cockpit, except for CoPilot; plus links to Success Plans CoPilot & Automated Email: all email services content Customers & Relationships: all C360, Customers tab, Relationships content, and Success Plans Scorecards Reports & Dashboards: custom report builder, UI Views, dashboards, and out-of-the-box reports Surveys & NPS Administration* The following sub-categories will display underneath the above categories, with links to articles: Overview: contains product area overview article w/ links to key d

I'd love to see some more information in the Analytics tab in CoPilot. For example, I can see that my outreach skipped over 11 people, but I do not know who those people are. I can hover over the number 11 to see that 8 have bounced, and 3 have previously unsubscribed, but I do not know who those 8 and 3 are. I cannot seem to find this information anywhere in CoPilot, either. It'd be great to be notified of the skipped customers. If this data could be brought back into Salesforce, that'd be a real life-saver!

In Copilot, is it possible to change the default filter to "Created by me" instead of "All"?  This filter is great and will now allow us to utilize copilot but it showing users the things they've made first would prevent them from seeing all of the admin templates and lists.  It would help keep the view clean as well instead of defaulting to what will be a huge list once people start using it in a couple of months.

Can we include the option to delete scheduled outreaches? Either in the schedule screen (attached) or directly in the calendar view.

It would be great if we could have SFDC tasks synched back into GS or at least be able to show all SFDC tasks (in the account history section on the Account page) in the C360 page. Alternatively, if we could expose SFDC reports as a C360 section, that would take care of this issue too.

When creating a Power List in Copilot I can only block specific emails from the list by applying them individually. It would be nice to be able to exclude them with a single filter and the emails each separated by a coma (,). 

We have a marketing team that utilizes JO to send targeted emails based on segment.  Our CSMs would like the option to be notified when an email is sent to their customer via JO.  I know there is a cc/bcc capability in JO, but we don't want to A) hard-code every individual CSM to the it or 😎 email an internal mailing list because we want the notification to be relevant. In other words, when an email actually gets sent to a customer, send a notification to the CSM (one per customer per campaign)

I had a quick question regarding the “Contacts” section in CoPilot (the section titled “[i]Which meets the additional criteria from Contacts”). Is this section only pulling from the Contacts table? Can I point it to a different table so that I can target a specific type of contact (I believe the field “Contact Buying”, which I'm trying to target for an email campaign, can be found in the Opportunity level).  Thank you in advance for your assistance! =)

On the Properties page, the user's selected End Date should actually close the survey. Right now, it doesn't do anything.  Dashboard and Published statuses/sub-tabs: it's difficult to explain the distinction between these two. I think Dashboard contains surveys that are live with responses; whereas, Published surveys are live but have not been sent yet. Perhaps these sub-tabs could be named more clearly and/or combined. "Dashboard" for example does not suggest a particular status at all, but is more of a comprehensive term where I'd expect to see all of my surveys. CoPilot integration: are we planning to integrate Survey and CoPilot more closely? For example, could the Add Participants and Distribute sub-tabs in the Survey module be replaced with links to Power Lists and Outreaches?

The October release is live in your Gainsight org. Here's a summary of the enhancements available: Attach Reports in Copilot while sending an outreach (beta) Playbook Permissions: Admins can manage which users have edit/create/delete access to Playbooks. All users will continue to have full access to playbooks until the Admin modifies their permissions. Transactions: see Timeline view and Reports in the Transactions section Sponsor Tracking: new URL search feature for locating LinkedIn contact information Dashboard filters can be released Success Plan Objectives: available in Cockpit Operational Reports and the C360 Summary section, and for reporting by CTA Type in Reports 2.0 CoPilot Power Lists can be cloned C360 Attributes section is more customizable and attribute fields can be marked editable for end-users Chatter editor for CTA chatter posts now preserves special formatting (bold, italic, underline, etc.)For more information, please read the release notes.

Chad at Influitive had difficulty with a part of CoPilot that is less than intuitive and asked to pass on the following feedback to Product " do not put an barely visible arrow as a key step in the process. I didn't see the arrow at all and clicked on the text navigation links." This is a valid point, and there is also a floating arrow in the Survey module that customers tend to miss. Screenshots of what Chad is referring to are in ticket #3805

The new Playbook permissions page is a link (almost a sub-tab) at the top of the Cockpit Configuration page. For consistency and ease of locating, we should move the CoPilot permissions page link up to the top too. 

In the Survey "Add Participants" section of the Surveys object, you can select a criteria "Rule Date equals Current + Quarter(s)" which allows you to schedule surveys on a quarterly basis. In the CoPilot smartlist tool, you cannot do this. The question is: can we use the Surveys "add participants" list to send surveys, when using CoPilot or do we have to create a "smart list" in CoPilot?

SUMMARY As of October 2, 2015 CDT, we are investigating the following service incident: We are currently investigating reports of survey responses from surveys sent via copilot not being captured. This appears to be an issue only if you have account sharing set to private in your Salesforce Organization and the user "Site Guest" Default External Access is set to Private.  As a workaround for now, you can change the permission settings on user Site Guest User from Private to Public so that the user has Account visibility.  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.

Hi All I am an Admin part of a team to help setup GS and increase adoption of GS with our CSMs within the company. I do not use GS as a daily management tool having said that I feel like as Admins trying to increase adoption of GS within the org (as 1 of many scenarios) we could make good use of GS tools and want to start a best practice for Admins section here. Things I can see for us are: Using Co-Pilot (As appose to Marketo that we currently use) for an outreach on training materials for GS related things/new features to our internal CSMs and then analyse who has or has not clicked/opened the email As an admin it would be great to create an outreach on a CSM that is perhaps using C360 more than Cockpit with perhaps a reminder and a training video. I am just opening this as a discussion forum to see whatelse we admins can best use GS features for internal use case. Naquiyah Cash

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. 

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 Gainsight on Vimeo.

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!

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

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&realattid=49db9efd-74a8-903d-3ccd-6c5c214deb4f&attbid=ANGjdJ-twWlul0y5Lih4rmjoBP1FWRg9hamlvBya8T47_3NXVXkI6zGLpY6JkyAFxq3TIpfKhUqwcZmzRrAImnP_i1rzrfgJjrSuzZ-kY-Gg0NmzHdgH_nzEE9dd9YA&sz=s0-l75-ft&ats=1437060640827&rm=14e977d1e06ca926&zw&atsh=0 Mobile App Updates[list] We have addressed some issues reported about the Mobile app. The updates include the ability to add tasks to a CTA and the ability to correctly view comments in the CTA, among others.[/list] CoPilot Updates[list] You can now resize the canvas width in the Template Builder. This is helpful

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?