Archived ideas

SUMMARY  Gainsight will be performing Scheduled Monthly Data Sync Activity over the weekend of 16th April 2016.   STARTS :  Saturday, April 16, 2016  from 1:00 AM  CST   ENDS : Sunday, April 17, 2016  12:00 PM CST   This is a routine monthly activity performed to sync up data across various databases in the backend. This activity does not have any impact on any of the user facing components.  This communication is only for information purpose only.  FOR MORE INFORMATION Please subscribe to this article for updates. If you have questions, please open a ticket with us by sending a note to 

Lately, Support receives one or more cases a week because rule names or descriptions containing quotation marks fail to schedule. This week, Greg Haugen from Jamf Software ran into this problem and recommended that we add a hover over the "?" behind the rule name and description fields to remind users that special characters are not acceptable in these fields. I've added this detail to multiple rules docs on Gainsight Go, but it seems perfectly suited to hover/help text in the app.

Hi,   Some of our CSMs (and others across our company) have been confused by the post renewal date language, "Overdue by XX days" on the renewal date section of the C360 summary.  The language leading up to the renewal date is great, but the word "Overdue" is causing some unnecessary excitement.  It would be great to be able to customize that language to not include anything after the renewal date passes.   Thanks, Elise

I have CSMs on leave and need to reassign their CTAs without removing them from the accounts. I would like the ability to schedule Mass Edit operations, or roll the Mass Edit function into the Rules Engine and allow the same.

We're sending NPS surveys out of Gainsight for the first time this quarter, instead of SurveyMonkey + Marketo. I love that I can set up a follow-up outreach using the brand new feature, since that significantly increases our response rates. However, apparently (via support ticket 9595) I can only set up the follow-up after the original outreach that sends the survey has actually been sent. Before then, the outreach's "Follow-Up" tab is not available. I'd like to be able to set up my outreach, set up a follow-up on that outreach, and schedule that follow-up outreach for three days after the original outreach. That would let me put all my ducks carefully in a row before actually launching the original outreach, and then all I have to do is kick off the original outreach. That sense of calm & preparation is

So on the C360 we have a section pulling from the Contact object. In addition to the columns pulled into the table layout an Action column is automatically added by the system where you can either Edit or View the Contact record directly. Firstly it would be nice if this could be configured by the report builder rather than automatically added by the system More importantly no such feature is available in Reports that are surfaced for example on the Gainsight dashboard. For example I have a report on the Dashboard that looks at a CSM's Contacts across their accounts but if they want to jump directly to a given Contact record in Salesforce we have to include the ID so they can paste that into the Address bar or the email which they can then search upon in Salesforce. It would be great if we could add a View/Edit Contact column/feature in these types of report.

#1. Add the ability to enable Account drill-down from a report within the C360 page.  When reporting on any data that is related to an account within an Account Hierarchy, there are a number of use cases to see aggregated data from the C360 page, along with the ability to drill-down.  For the example below, the report is filtered to the Parent Account (the C360 page I was on to access this report) but the Account Name is the children accounts that are related to this Account. Though I have the ability to drill into the Account by accessing this report from a Gainsight Home page, I can not access these accounts when this report is placed on the C360 page.

A customer would like to give their CSMs the ability to mass create CTAs from Cockpit. Basically when they create a new CTA in Cockpit they want the ability to add multiple customers to the Customer field. They have a couple use cases. One is that they do tours to several customers at the same time. They want to create a CTA for each one of those 6-10 customers by only going through the creation process once. The other use case is that their survey data is currently outside of Gainsight (not able to bring in at this time) and they want to do a follow up. They would like to go through the Survey Promoter/Detractor CTA creation process only once for all 5-15 customers at once by manually adding each customer to the Customer field. Rules engine would not work for these use cases because their is no consistent data criteria to base it off of within SFDC/MDA.

In the Gainsight Widget we have several tables, for example one with Contacts with some contact details and KPIs. But it's really difficult to inform the viewer about what the table contains because there is no possibility to add a description. In my case I want to state that the KPIs are for the last 90 days. Also, the column names don't show properly, even when I hoover above them.  This widget is really useful for many Sales people in my company, but they always have the same questions, and I could inform them directly in the widget if I would have the possibility.

I have a scorecard setup, but would like to be able to generate a report to tell me the details of how it is setup. I’ve only been able to generate a report with part of that information. I HAVE a report that will show me the metrics and their weightings ... I do NOT have a report (and can’t figure out how to create one, which I was told previously isn’t possible) that will show me the SET SCORE options on a Rule. For example Rule for Metric #1 - If Metric #1 >80 then SET SCORE to 100 - If Metric

I'm boldly putting a big idea out here for feedback: For those of us using 0-100 scoring paradigms, I've often wished we could adjust Scores up or down by a given number of points based on certain criteria. For example, I'd like to write logic that states that for every Overdue CTA, my Engagement score should have 20 points deducted. Or that for every 9 or 10 in the NPS survey that my Customer Satisfaction score have 10 points added. Currently, I can sort of get to this point by writing a long series of Actions with corresponding criteria. 0 Overdue CTAs: Engagement Score is 100 1 Overdue CTA: Engagement Score is 80 2 Overdue CTAs: Engagement Score is 60 3 Overdue CTAs: Engagement Score is 40 4 Overdue CTAs: Engagement Score is 20 5+ Overdue CTAs: Engagement Scores is 0 That sort of works, but requires me to write 6 Actions with corresponding criteria. It doesn't, however, lend itself to multiple scoring

Currently when you have a combo chart (bar chart with a line) you can turn on the data points to view them but it is for both data sets/series. It would be nice to have the ability to select which series of data you wanted to display. Right now the charts get all jumbled with number layering on top of others...just messy. 

There are many problems I see with sponsor tracking which really hinders our teams adoption of the feature. First there are many times when the person is not found in LinkedIn and even when we put the direct URL in they are still not found. Then when I click the "notify me" and wait for 48 hours (which is a long time and by then I have forgotten about it) they sometimes are still not found because they have a special character in their name or something like that. Ideally it would be great if I clicked on the link icon and it found them regardless of special characters or other problems. 

It would be helpful to have the ability to add a logo to an account that (1) appears on C360, (2) can be pulled through to Cockpit emails and (3) can be referenced in other Token driven activities (success plans, reports, etc...)

My company leadership team would like to have Gainsight dashboard emailed to them weekly.  Some of the members have a Gainsight license while others don't.  All they would like to see is the dashboard components, without drilling into the details.  I would like to see that feature added to Gainsight.

We are working to streamline the way our CSMs work in Gainsight and Salesforce to keep them from having to toggle back and forth on accounts. We have a section on the Account Record where our CSMs track different aspects of churn (why, how much, when). I'd like to be able to have a section in the C360 where they can do this. We have populated a few fields into the Attributes section they can edit, but it would be easier to import the section into the C360 and have the fields editable there. I asked my Support rep and he said we could possibly port this over but when the CSM would need to edit it, it would open the SFDC account record. It would be wonderful to be able to create a second section on the C360 that had the same functionality as the attributes section to be able to pull over and edit the info right on the C360.

I wish I could add an in-platform notification within Gainsight that my users would see when using Gainsight. I envision this being at the top of the Gainsight page as a header or notice or alert that lets Gainsight administrators communicate with the user base in-platform. There are 2 primary scenarios this would be useful: When we as administrators are making changes to Layouts or C360 or any other Gainsight section. When we note that a data aggregation, rule, CTA or other Gainsight feature may not have run, or is delayed, or when we know that for some reason the data within Gainsight may not be 100% as expected. Note: I'm not really seeking a full-scale mailbox or messaging system within Gainsight. Instead, I'm suggesting a simple headline or notification mechanism that let's administrators give notice or a brief announcement to users when warranted.

We are building out a few emails internally and externally about different customer usages. When a report is missing, I want to populate a message such as "Your client has not had any X in the past 30 days." instead of an image that says "No Data Available". Is there a way to do this? 

The new report repository is nice but the fact that "Last Modified By" is the default search object is inconvenient. Most of the time, I search by "Report Name" so every time I go into the repository, I have to change from Last Modified By to Report Name. It would be nice if the system kept the last object type for future sessions to save time. Or give the option to set the default somewhere else.

It would be helpful to be able create CTAs/tasks directly from an email in Gmail. Perhaps a rules based "suggest a CTA" which looks for emails from key deployment contacts, and auto-populates the account/relationship, and task name based on the email subject.

Currently when you are averaging items and doing a stack bar chart the total for each bar is summing the averages instead of averaging. AND ideally it would be nice to have that total for each bar to be a weighted average based on the count and averages. 

My interaction with support & everyone else on the Gainsight team has been nothing short of fabulous! Only issue is waiting for y'all to wake up. Any thoughts of expanding support globally? Cheers! 

From the customers tab, we would like to be able to limit the export functionality from the Gainsight UI. This was a customer request, and as of now (to my knowledge - keep me honest) we cant disable to 'Export' functionality from the Customer Tab Views.

We have a few metrics we track over time. For example, how many logins did they have this month versus last month. In a rule, I can create a comparison for the last 4 weeks compared to the last 8 weeks, but I haven't been able to figure out how to say the last 4 weeks compared to the 4 weeks prior. I'd prefer not to have to write this to another field to do the comparison.  I would ideally want to show customers who's logins have dropped between last month and this month by a percentage. Or if they have grown what that percentage is. Is there a way to do this now? Or would this need to be built?

In Reports 2.0, we have the ability to relabel fields we put in the Show field to something more meaningful (i.e. Count of Call to Action ID can be renamed to Total CTAs to display on a report). We have run into a situation where it would be really handy to re-label fields that display on C360 Summary or Attribute tabs for example, without changing the actual field name.  That way we would not need to change the underlying rules, powerlists that depend upon that specific field, but display the field with a different label elsewhere within Gainsight.