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In the release notes for v5.5 release in February, 2017, you say that when loading a survey, Gainsight will check browser version and post a message if the browser is out of date.  I love that idea because it will reduce compatibility errors in Survey, but we would like to modify the message that is displayed.  Is that possible?

Hello Insided-team, Don't know if you're aware or not, but in IE11 this community site looks "sub-optimal" 😋 As you can see in the below screenshot, the menu buttons under the message-field are all white. Not on screenshot but also an issue: the radio-buttons on the Profile Preferences page are not shown neither (I needed to select the text to find them... Not convenient). Would be cool if you could fix that :-) Thanks, Bram PS: I know IE11 on a Windows computer is far from cool, but in a corporate environment, people don't always have a choice 😅

We need to perform simple calculations ((X + Y * Z) * 100) on data that is stored in the Usage Data object.  We've been able to use calculated fields in the rules engine to write short-term and long-term moving averages back to the Usage Data object, but no matter what we try we cannot write those same values to an MDA table (where we need it to perform additional calculations on).  Is there some limitation we need to be aware of, and more importantly a way to do what we need?

I have just created an object in the MDA Data Management section, based on a .csv. And the system has automatically set-up some default data types, many of them Boolean instead of number, and I've realized that only after the object was created. Now I need to change the type, but I cannot do that. So I have to send a ticket to delete this object and start all over again.

Hello we are wondering if there is a way to increase the number of recipients per send in the NPS section of Gainsight? We are sending to about 5,600 people and it appears with the 100 recipient limit, we will have to schedule this 56 times. Is there any way to increase the number over 100?

Previously, CoPilot emails had the manage preferences bit at the bottom. I just sent a test email while editing the template and it has it at the top. How can I get it back to the bottom? Thanks!

We are currently going through the process of creating success plans for new CS owned customers. Our CSM's would like for some of the objectives in success plans to trigger a playbook that feeds them appropriate tasks. Is the only way to do this through a cockpit CTA? That seems redundant that we'd have to go in two separate areas to solve a long term objective that could be aided by a playbook.

As a Gainsight admin i work on on-boarding new users on Gainsight - We have new CSM's and managers who on-board to use gainsight. Once we have done the required Permission assignments, we manually send an email to CSM's or Managers notifying that they can now access Gainsight I'm looking for an option to automate this, have a predefined template and send a notification from Gainsight by using Gainsight email capabilities Has anyone done this before or any ideas here will be helpfull

We are looking for some direction on the key data elements for Invoicing.  What would an Invoicing data set look like? 

Hello Guys, Probably someone has already tried this, any help is appreciated :) Basicaly we want to send EBR invitations with Copilot customized with a URL to the CSM Agenda (i.e. Youcanbook.me or similar). What I've already done: Step 1.1 - Created a new field called "Agenda URL" in SFDC User object. Step 1.2 - Created a new field called "Agenda URL CSM" in SFDC Customer Info object. Step 2 - CSMs will manually update the agenda url User field inside Salesforce. Step 3 - I want to pull this field into Customer Info object. PROBLEM:  Using rules engine I can't match User IDs, only Account IDs. I would need to match User IDs in order to mass update all Customers with the Agenda URL of its respective CSM. Has anyone already accomplished something similar?  Thanks! Bruno

I was excited about the E-Mail variants but there's an issue with them as they've been implemented. I'll use our support surveys as an example. We have 3 products that each have: Their own survey (for reporting reasons) An English E-Mail template An English Reminder E-Mail A French E-Mail A French Reminder So for a single survey type we have 3 x Surveys + 12 x E-Mail templates. Being able to group them all into a single template with variants would be great except for a limitation that all the variants have to share the same Survey link.  Ok, I can now get 12 down to 3 (big improvement) and I can clone the stack to minimize the amount of re-work, but it seems like an unnecessary limitation. Note: This conversation was created from a reply on: February Release is Coming Soon!.

How are other storing "documents" related to an account or deployment.   Things like design documents, customer presentations, etc. that we may want to reference in the future.   Have folks incorporated sharepoint or other document repositories within Gainsight?  Store some other way?    Thanks for any feedback. 

Hello! In my specific scenario, I am building Power Lists based off of Implementation Projects that have a status of 'On Hold'. It's quite common for the same e-mail address to be listed on multiple Implementation Projects under the same Account (ie. they are setup with multiple trading partners under the same account). Currently, when I select the following option (we only want them to receive the outreach once for any given Implementation Project), it will only send once and skip any additional Implementation Projects that the e-mail address may be listed on: I'm wondering if there is a way to still only send 1 e-mail per Implementation Project, however, also ensure that a single e-mail address will receive more than one e-mail if they are listed on multiple Implementation Projects that fall within the same Power List. I hope this makes sense. Let me know if I can help provide any further information! Thanks, Melissa

I'd like guidance on how others have their CSMs track interactions with customers (emails, phone calls, meetings, etc.) in Salesforce and how they map these interactions in Gainsight using milestones or other reporting. Our team does not have a current standard on how to track customer interactions in Salesforce which is frustrating to our Sales team and as I roll out a clear standard of how we are going to use Salesforce to show visibility into our interaction with customers, I'd appreciate guidance on how other Gainsight customers do this. Thanks in advance for your help!

In several rules I am posting to the Comments when a CTA is created. When the CTA is viewed from the Cockpit, the text is truncated, however when it is viewed from the Cockpit on the C360, the full comment is there. Furthermore, if I type in the Comment field from the C360, and then refresh the CTA on the Cockpit tab, the text appears Comments on CTA Action: Charge Model = Envelopes or Unlimited Envelopes and % Envelopes Actual of Expected is > 30% and < 70%; Envelope Actual of Expected =${Envelope Actual of Expected Percent}  Result when viewed on the Cockpit Tab: Charge Model = Envelopes or Unlimited Envelopes and % Envelopes Actual of Expected is > 30% and Result when viewed on the C360 Cockpit: Charge Model = Envelopes or Unlimited Envelopes and % Envelopes Actual of Expected is > 30% and < 70%; Envelope Actual of Expected =0.43033

When creating a survey, do I have to assign a distribution list or can the survey be "open" so that anyone that is sent the survey can respond. I'm used to sending NPS survey's via GS and know that a unique survey URL is created for each recipient. For my current use case, I'd need the survey to be open - different from anonymous, as I'd like to collect the recipient's name, email, account, etc. Thoughts?

In the past few months, we have received feedback from our customers that the color box around the question + the "writing" line below the question has caused confusion for our customers. They tend to click the grey box versus the line below the question. (We understand this information (name/email) would be captured if sent through co-pilot, but that isn't an option for the current workflow. An advisor sends an anonymous survey link as part of a post-meeting follow up.) This leads customers to respond to us saying they are unable to fill out the survey. It's definitely a bummer when we have someone engaged enough to complete the survey who does not because it appears to be too complicated. Unfortunately changing the color of the survey seems to make it even worse. Customer are clicking here: Rather than here:

We are currently able to access different reports/pivot tables in Excel that are connected directly to our data warehouse allowing us to simply 'refresh' as needed. Being able to replicate this same functionality within Gainsight would allow us to create the rules and reports that are more easily 'real time' indicators of customer behaviors.  Is something like this on the roadmap or is a capability today? 

Hi, We are using Copilot to send our NPS survey and I would like to update a field on the Customer Info level to hold the date of the last NPS survey that was sent to the account. Is there a way to update fields automatically when an email is being sent via Copilot? I was thinking to use the rules engine , but which object do I need to use? (Not NPSSurvey Response because then the field will be updated only for those who sent their response and not to all the power list). Thank you, Aviv.

Customer would like to leverage coPilot to send INTERNAL emails to the organization that highlights their entire customer base's usage and other non-customer specific reports. Is this possible to do?  

I have added the user and  permission  on the copilot permission administration page refreshed the page on cockpit , but i still do not see the copilot options in the left chevron I have logged out and and logged in, cleared browser cache and restarted the browser as well but still cannot see the copilot any ideas on what i'm i missing here

Hi Everyone - we're kicking off a VOC initiative at my company. I participated in this at a previous company so I'm familiar with the concept but was looking for any advice that the CS community can provide. I d also love to see examples of questions that you used. Thanks in advance!

We are sending out a mass email to customers when their Support Plan changes. We are filtering who is getting this based on a checkbox in Salesforce. We would like to have that checkbox be unchecked once the email is sent.  I *think* this can be accomplished via the Rules engine, but now sure how. I typically use CoPilot for email outreach, so not much experience with Rules Engine sending emails. Any guidance? Thanks! -Ben

We'd like to be able to automate (via a CTA with aCoPilot template) outreach to multiple recipients at a customer at the same time. Examples include sending a best practice guide to our 4 key customer contacts after our KO meeting, or sending a survey to our 4 key contacts post deployment etc.  Is this possible? (and if so, how!) Thanks!

Hi, I'm asking this on behalf of a customer who wants to understand a little bit more clearly how CoPilot manages contacts who have previously unsubscribed. Is the check for an unsubscribe done before or after the power list results are generated? In other words, if a contact has previously unsubscribed, but they otherwise meet the criteria of the powerlist, will they A) show up in the power list results, but not receive the email or 😎 not show up in the power list results at all? Thanks!