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IntroductionManaging risk is crucial for long-term success in SaaS. Whether it's mitigating adoption challenges, addressing product issues, or navigating company-wide changes, a proactive approach to risk tracking can make all the difference. In this guide, we'll start with the fundamentals of setting up risk-tracking playbooks. Why does this matter?A robust risk-tracking strategy can yield significant benefits:Faster Mitigation: With predefined playbooks for common risks, you can identify issues earlier and more efficiently, which will provide opportunities to take action sooner. Scalable Processes: Implementing repeatable processes will ensure consistency across your Customer Success team, helping you to scale effectively. Continuous Improvement: Adjusting playbooks over time based on real-world experiences will enable continuous improvement and adaptation to evolving risk factors.How to get startedHere's a step-by-step approach to building and implementing a risk-tracking strategy:I

When deploying the Quicklinks widget, the number of links per row is three by default.Default number of three Quicklinks per row While the number of links per row cannot be changed in the widget, you can adjust it with Custom CSS.  Add the CSS code shown below. The number of links will be 12 divided by XX (insert how many you wish):/* change amount of quick links in a row12 divided by number below is amount of links */.quicklink__box { grid-column: auto / span XX!important;}It will look like this: To save click Publish. Here are a couple of examples;XX = 2 XX = 3 XX = 4 

I’m interested in learning about the different ways teams are set up to support Gainsight, as I need to put together a maturity model for my team of how they’re going to evolve. I’d like to understand how other Gainsight customers are taking requirements, building content, working with Admins and what admin-type work non-admins do within your organization. This will help me think through options I may not be considering as I grow my team. would anyone be open to a quick chat with me? Thanks!!  

The new InSpired home page, community overview page, and knowledge base overview page all use what appears to be rows of 4 quick links. When I configure the quicklink widget on my home page, adding a fourth quick link reconfigures the layout to be 2x2, rather than 1x4How is InSpired doing this? Or how can I achieve the same result?This article says this in relation to quick links and featured content, but doesn’t reveal how it’s setupOn inSpired, we also showcase a few categories that we want to highlight a little bit more:

When using number and date field tokens in an email template, they are formatted the way they appear in the DB (from what I can tell) and do not show up in a way you would type them if a human had written the email personally. In our example, we are sending a notification to customers that their renewal is coming up with the date of the renewal and the expected renewal cost.  However, the date field shows up as 2015-12-31 and the currency field shows up as 150000 (no $, no commas).  I can add the $ character, but I cannot add the comma. I effectively will not be able to use copilot for this unless I can either a) have them formatted in the expected manner (12/31/2015 or Dec 31, 2015) or b) select from a few formatting options.  B would be better because then I could apply European formatting to those customers if desired. 31.12.2015 and $150.000,00 for example.

[Product areas are only available for Business and Enterprise customers]Product areas are used to communicate which product type, version, or model is discussed. Product areas behave the same as public tags and are optional to add, however product areas can only be added to Ideas and Product update topics. How To Configure Product AreasLog in to Control as a Community Manager or admin role Go to Control → Settings → Product Areas Click ‘Create product area’, add a name, and hit Save changes. Optional: “Create sections” for your different products, and enable “Mark product area as mandatory in destination while submitting an idea.” You’re done. Your new product area can now be selected when creating/editing a product update.   Need to update a product area? No problem - just go to the same page, press Edit, choose your new name, and save the changes. This will update all existing product updates which have this product area assigned.  Make Product areas visible in Destination: Think of

We have surveys being sent via JO - we have the analytics of Survey and JO in respective modules but can we use them in dashboards for our executive view. How can we achieve this. If not We should have the option this to Import this to Existing Report builder so that we can use the reports in dashboards.?

Welcome to the Gainsight GameChanger Community!For a quick tour of the site, Gainsight is a community of real people who are passionate about customer success. Our Community strives to be a place where members will:- Discuss product questions, best practices, solutions and workarounds- Share product feedback and have your ideas acknowledged and implemented regularly- Connect with peers through discussion, build rapport on the Community, and during events- Feel appreciated for their contributions, help others and “pay it forward”We invite you to participate, but we do have a few guidelines for using Community.Community Profiles:When creating your account, be sure to use your real name and your work email address. You can add a personal email address as a secondary option, but a work email helps us to identify which company you work with. Including a secondary email address will help you maintain access to your profile if you change companies later.We encourage you to include a photo and

It would be nice to have the options to save (and possibly clone) a mass edit configuration in the same way that we can save reports and rules. It's also odd to me that we keep building UI variations on the rules engine functionality (regular Rules Engine, CoPilot, and now Mass Edit) that all work a little differently. I think it might be a little confusing for the users. 

This is a legacy feature and is not available for new customers that onboarded after May 2022. We plan to rebuild this feature in H1 2023 to make it more reliable, more self-service and allow for more invitation metrics.A ‘Contact’ is a person who has not joined the community yet, composed of an email address and (optionally) a name.Contact invites + authentication method support☑️All SSO methods support☑️inSided default email authentication supportPlatform visibility☑️Public communities support☑️Private communities support?There is currently no support for invite-only communities (i.e. if you set ‘allow registration’ to no for a private community, then invited users will not be able to create an account).How to invite one or more Contacts to join the Community Make sure you’ve customized the ‘Join the community’ email template to your preference (see the how to below).Log in to Control as a Community Manager/Administrator. Go to Control > Users > Contact Overview. Press ‘Import

 During your journey with CC there will be times that you need to reach out for assistance. This article explains who to contact for the various items that may come up.  📚 Onboarding ManagerWhether you complete a self-service onboarding or work with someone through guided onboarding, you will have someone from the Onboarding Team available to connect with you. Your sales person will introduce you to your Onboarding Manager. Your Onboarding Manager will be your main point of contact at CC during the first steps of your journey. You can either send them an email or tag them in a card in your Asana Board. Your Onboarding Manager can help you with following topics (outside the regularly scheduled onboarding sessions - applicable if you are completing guided onboarding): Onboarding-related process questions. Questions about features and functionality of the CC platform. Best practices before, during, and after launch of your community. Connect you with additional resources from CC, l

Currently there is an imposed limit of 10 recipients in an email assist. I am told I need to create a copilot outreach however this would mean creating 2 processes for the same lifecycle CTA. In our Lifecycle CTA for QBRs/EBRs we have a task to send a follow up email to the attendees with a summary and actions from the meeting. This works fine for most customers, but for some, there are more than 10 attendees from both the customer and ourselves and we need to add CC to some internal contacts. The limit of 10 is making this impossible and it doesn't look good if we need to send an email twice, also because we have to then create a second CTA which means more work. Are there plans to change this limit or at least have it as a setting that customers can adjust? 

To better follow workflow, I'd like to recommend a change to the order of links in the CoPilot sidebar. It has always seemed strange to me that Power Lists were first. The first thing I do when working on outreaches is draft the email. Here would be the proposed order: Templates Power Lists Advanced Outreaches* Outreaches Analytics* The reason I chose for Advanced Outreaches to be 3rd instead of the 5th they are now is because more and more customers are moving to Advanced Outreaches. It would better map the workflow for this to be 3rd versus 5th.

I know this is getting asked about already by various customers, but I couldn't find a good answer on current roadmap plans. The new "email secure dashboard links" functionality is great - and the next step is to allow it either via CoPilot or a schedule right in the Share Dashboard UI (I've already seen Dan Ahrens' workaround - not going to to work for ActiveHealth or Cisco since the OTP can't be used to secure the process). Because the PPT version is essentially unusable, having this on it's way would be great - even a Step 1 of storing a list so the admin can go in once a week and mail to the saved list again would help. Is this on the summer release plans anywhere? Thanks!

Currently when sending an email via copilot to a participant the opt-out link is generated in the footer when it's sent. In the future it might be cool to be able to include the opt-out in the body of the email as well.

I would like to see on the C360 page what emails have been sent to various contacts at an account.  How can we do this so on the 360 page we can know if an account has received a particular email or not.  

I was trying to create a CoPilot power list using Data Spaces, but but it gives me an error "No account reference found in 'OPS: Tasks and Actions'.Create a account lookup to Salesforce Account object to proceed." I opened a support ticket and was told "This is already a known issue. Our Product team has prioritized this issue and plan to make the fix available in the December Patch release."

For the past week or so, each time I create a new idea, the next screen is the “Whoops! Looks like that page doesn’t exist” error.When I refresh, the URL brings me to the created idea, so it seems to be a slight lag in the platform recognizing the newly created topic. Please comment if you’re seeing this as well, so that insided might know how prevalent the issue is. As best I can tell, I have not heard of this happening in our community, but I haven’t submitted a new idea in a few days. 

Our CSMs do not have access to JO and all components of outreaches (powerlists, templates, scheduling, etc.) are created by admins. Though we've provided reporting in the C360 view, our CSMs would like to be able to see the specific templates sent. Is this possible without giving them admin access? 

I'm trying to find some documentation on the functionality around "Continue" in a Program in Journey Orchestrator: What does Continue mean?  Does it just wait until the Conditional Wait Time Limit is up?  What would be the next step in the program shown above if the conditions were met?  Weren't met? I couldn't find any information here: https://support.gainsight.com/Product_Documentation/CoPilot_and_Automated_Email/Overview/Available_M... Or here: https://support.gainsight.com/Product_Documentation/CoPilot_and_Automated_Email/Overview/CoPilot_FAQ... Or here: https://support.gainsight.com/Product_Documentation/CoPilot_and_Automated_Email/Overview/Advanced_Ou... ...which is where I would think I'd find it.

We are currently using Wufoo surveys and placing it on a tab in our company's software. Our clients log into their accounts for the first time and fill out those surveys. It's convenient and we get a higher response rate because those particular surveys are in their instance of our software. Once they fill out the survey, the information is stored in Wufoo and a team member exports it and emails it to the proper CSM. We'd like to revamp this process by utilizing Gainsight surveys. This ensures that the survey data is stored in the survey object, which we can then use to populate survey information on the C360. It's a smoother process and allows are CSM's immediate access to the results.  To be able to do this, we would need to embed the Gainsight survey onto a tab in our software. I know Gansight surveys are supposed to be used and sent via CoPilot.. but we'd really love it if we could embed it in our software so it's easier for our client's to fill out.  Has anyone ran in

Would be great to have Gainsight JO have the ability to adjust case formatting of customer names by using the equivalent of the ‘proper’ function from excel before sending out the emails