Archived ideas

When the customer copy paste mails to the fields in MDA( typically the CTA comments fields)- the formatting such as double quotes etc are pasted as well and while exporting this file it causes issues as the file is distorted. The alternative is the users pasting the plaintext and getting rid of these extra special characters and then pasting them. Instead can we have a way we can automatically remove these formatting?

Team, We have a client trying to set a hyperlink the salesforce user (non-gainsight license) on the chatter as shown in the below screen. Here the salesforce chatter, originating from a Gainsight Rule via Cockpit Chatter (https://support.gainsight.com/SFDC_Edition/Connectors/06Technology_Partner_Integrations/Chatter_Integration_Overview#Cockpit:_Call_to_Action). Currently, we are not supporting this option.

Posting on behalf of a customer: As a user, I would like the ability to test the effectiveness of one version of an engagement against another version of the same engagement. Ideally, I would have the following groups for each engagement: Group A - receives version A of the engagement Group B - receives version B of the engagement Group C - does not receive engagement (control group) That way, in reports I could see which version of the engagement resulted in more CTA clicks, etc. I could probably accomplish this through some manual audience logic, but it would be nice to have it OOTB. 

A team member mentioned they like the calendar view in the main cockpit and would love to see that feature replicated in the C360 cockpit

We have several types of email communication that don't translate well into a saved form (example - PDF).  We would like to the ability to save the email (as a whole) and then be able to attach it to a CTA.

Hi Product Team,   How about enabling the dependent dropdown display of the product and its channel type.   Example: I have multiple products P1 which is of Webapp P2 which is of Mobile and WebApp P3 which is of only Mobile   When I choose the product in the dashboard, Audience Explorer, Accounts Explorer , through out the subscription, I would love to see the channel getting updated accordingly with the eligible channel   When Choosing the Product P1, I want to see the channel Webapp enabled and mobile disabled When Choosing the Product P2, I want to see the channel Webapp enabled and mobile Enabled When Choosing the Product P3, I want to see the channel Webapp Disbaled and mobile Enabled With the existing design, it is not the same behaviour.   Thanks Dileep Nalla

Since the CTA due date is the last task, CSMs are finding that they will miss tasks with due dates earlier. It would be great to sort cockpit by task due date, rather than CTA due date

Hi Gainsight Community - Is there a way to blacklist certain dates in programs for JO? We use JO to automate a fair amount of communication, but have run into the issue of a program triggering on holidays, July 4th for example, which makes it clear that it was an automated email instead of a personalized email. I can't find a way to blacklist certain dates within the JO program scheduler? Any insight or workarounds would be appreciated! Thanks, Elisa

We are testing a Program where the source is an Event (api payload).  Part of the data passed in the event is the SFDC Account ID for each recipient.  I was given the impression that I’d be able to fetch and use values for other Standard Fields (Sender Name, Sender Email Address, etc) by looking up those values on the CSM via the Account ID.  However, I can’t seem to do so.  Am I missing something?  We are hoping to keep the Event’s payload as lean and efficient as possible, but right now the only way I see to set the CSM’s email address as the “Sender Email Address” will be to have our dev add those values to the Event.  

When a CTA is deleted, any Timeline activity associated to that CTA is also deleted. I’m hoping to avoid this deletion by: Creating an error message that lets you know, “Upon deletion of the following CTA, the Timeline activities associated to the CTA will also be deleted. Do you confirm this is okay?” Restrict access to delete CTA from end users to prevent loss of activity.

We have a CTA that fires based on survey responses that should link to the survey response in SFDC. If a CSM logs a timeline entry from the CTA that is linked to the survey response, is it possible for this to update the activity on the SFDC survey response with the timeline entry? Right now, the timeline entry is being synced to SFDC tasks only.

Hi Success Plans - Are there any plans for to enable the Collaboration tab when sharing SP with others?  Our use case is as follows:  Our CSMs create a number of key account plans in Excel/Powerpoint. Due to the the  template format/sharing these with customers, we won’t be able to fully transfer them to Success Plans (ie. make full use of the objectives/timeline functionality.) Yet with the number of CSMs/accounts, we need our managers to be able to track whether these plans exist, last modified date and view the attachments. Currently we use Success Plans of a specific type and ask CSMs to attach a latest copy of their template to the Collaboration area, and then share the plan with their manager. Managers however cannot see the attachments via the share link, only when they enter the plan directly. With excess of 50 accounts per manager, it would be so much easier for them to use the existing functionality of sharing SPs and then having the ability to download an attachment directly

Right Now we can capture the mail sent information in Time line when we BCC'ed the reciepent ,But we are unable to track the responses from the people who replied to that in time line entry.A few customers are expecting this feature . 

Hi Team, Currently, we are not sycing the historical attachments from activity Timelie to Salesforce. Let’s say if we havn’t enable the Sync attachments option and synced the Timeline entires to SFDC and later if we enabled the same option and re-run the Sync it will Sync the attachments “Only those attachments which are added after turning on this switch, are synced to Salesforce”. Can we have an option like to sync the historical attachments as well. If above ask is not possible at least can we have any custom API to access those activity attachments from the MDA.

I think it would be super helpful if we could create dropdown list categories from the field creation page. Previously it made sense to have that only in data management because fields were also created there. Now with NXT, you create fields in the Company/Relationship/CTA tabs within admin so having to bounce into data management is an odd workflow. Additionally, I wish it were like SFDC where you could choose to leverage and already existing category (in SFDC speak that would be using the global picklist) OR you could create a new category from the field itself (like SFDC). It's pretty rare to use the same dropdown category for multiple fields.

Would like to be able to use Mass Edit to delete Objectives that are in Draft. We’ve had a number of test Success Plans created and it would be convenient to delete these in mass. Also - we should have a way to refresh the Mass Edit results without having to remove/add show fields - much like there is a refresh button in Report Builder.

Hello, Can we have the feasibility added in our Product road-map to change the Success- Plan type if someone mistakenly created it, so that it doen't impact the reporting and objectives at the same time ensuring less manual effort. Thanks ~Shiv

We have implemented Relationships 3 months after starting to use Gainsight.  For this reason we have a need to migrate various existing Account level CTA's and Success plans over to the Relationship level CTAs and success Plans.  What are our options?

I assume this is on the roadmap? It is necessary to have execution logs for participant syncs in programs. I am hoping this will include data fetches as well as participants added and failed so we can troubleshoot. I thought this was posted before but I can't find it.

We are starting to use Query Builder extensively and there are a few concerns with what is available currently: 1) The report coming out (and spreadsheet) is called after the original name of the Query rather than the current name. As a result, even when we modify the name in JO for the variation, the reports emailed uses the original name and this creates confusion. The alternative is to recreate the QB from scratch for every variation. =( 2) Speaking of the report - the spreadsheet only contains one worksheet to show the parameters. Can it be improved to also include the results of the query?  3) Knowing that in the backend, this is a rule, we have no means to be able to go to the rule to amend the name issue. 4) Troubleshooting is way better in the rules editor. Can this be made available for Query Builder work in JO? 5) Can JO be enhanced to allow the selection of a rule for input?

User wants to delete data on High volume object using Gainsight API

I have been having customers use Administration -> Data Operations for needs in doing Company/Relationship Delete from MDA, given those records don't have Timeline Data( as cascade delete isn't enabled there yet. ) One feedback here is when an operation is performed it seems it takes some time to delete something, therefore, it would be helpful to have a message display "Records will take some time to delete, check back in a little while" as background processing takes place.

Hi Team, One of customer is looking to have the NPS Survey Question with three options such as Not at all likely, Neutral, Extremely likely with the smileys instead of having the 11 number as an option. So once they selct and save the survey with any option as an response they should be able to see those responses as an Detractors, Passives, and Promoters Responses.

Hi there! I’m not sure if this has already been posted or suggested, but I thought I would drop the idea here and see if it would be helpful or useful. We recently thought about switching from running our NPS Surveys from Delighted to Gainsight due to the automation available in Gainsight that Delighted doesn’t offer. Right now when we send a survey through Delighted it sends out to the customer via email, they open up the survey and they are able to respond with their rating 1-10. Once they respond, Delighted allows for us to present a page that is different depending on whether the response is a Promoter, Passive, or Detractor score. For example, if a customer leaves a 3, the next page they would see is, “We are sorry that you have had a poor experience…your satisfaction is our top priority...Please reach out to this email for additional help...”. If they were a promoter they would get a different page that would say, “We are happy to see you are satisfied with our product!”. We like

Why can’t we delete surveys that are active/closed? My team currently has about 15 surveys that we no longer use or have been replaced by a different survey and we are not able to delete them to clean up our list. Why is this the case and can it be changed?