Solved

We are testing out the survey functionality with Gainsight and I am looking to show a full use case for the feature. One key aspect is data analysis on the results of surveys taken. I have had a sample user complete the survey and I am now looking to see where the results are and what I can do with them. So, where do survey results live? Thanks for the help on a (hopefully) simple question!

It can sometimes be challenging to stay up-to-date on key account information in 1:many relationships. It would be helpful if we could send through CoPilot some kind of 'survey' that shows values for certain selected SFDC fields for that account. The client could confirm accuracy or provide any needed updates in a way that can be fed back into SFDC. Thanks, Elizabeth

How do I go about cleaning up unused scorecards? I am getting an error that says  "There is data related to this Metric. Please delete those first and then try again." but I don't see where to do so.

What am I doing wrong folks? I get the attached error when attempting to make an outreach for a Survey in CoPilot. My hunch is that it relates to the info I have in our Customer Info object, but I am not sure how exactly to remedy it. Any guidance?

I have been asked to create an automated email for our sales reps as a notification when our highest priority support cases are opened.  I know you can link Cases to a CTA, but this is not an option for a couple reasons.  What I'm trying to accomplish is to have a link within the email that would allow the recipient to click on the account name or case # and be taken to that page within Salesforce. I have tokenized some of the fields with case data as an FYI but my VP is adamant that they be clickable links (as if the sales reps can't master Copy/ Paste) We have several other internal outreaches that would similiarly benefit from the ability to link to the corresponding Salesforce page. Am I missing something or is this not possible at this time?

I am trying to set the default owner to Account Manager in my survey CTA but it is not an option. Is there a way I can add in an additional field from SFDC so I can make the owner of the CTA the Account Manager?

Hi - We are putting together a monthly utilization report for our clients. We have multiple products that clients could be using and we want to include the relevant report based on the products listed in their SFDC record. I tried including the varied reports in a single email, but the report shows a flat line if the account doesn't have that product. I also looked at the segmentation functionality. Unfortunately, that would only work well if the clients have one product or another. However, there are many different combinations and even if I could build out the number of 'variant' templates to meet our needs, I'm not sure how we could get the criteria to match exactly. What we really need is for the segmentation to behave more like tokens. Include this segment when this condition is met and so forth. Is that something that's a possibility? If not, is there a way to make the report visible only if a condition in an SFDC field is met? Thanks!

Wanted to know if there were any updates on an improved search engine for the community?

Anyone know how to modify the list of items shown in the sidebar from the cockpit view? We have a team piloting Success Plans and would like that at the top, or near the top, of the list. Thanks!

Hello everyone, Accessing the scorecard fact table and/or standard objects from the MDA has been a recent pain point for everyone.  Issue: When building a new rule it does not list the standard tables that GS Auto Creates Solution: Select another table from the MDA, add a field, preview the results, and refresh the page. After refreshing you will be able to see the tables. Along with this any other new rule you create you will be able to see the standard auto generated tables. Screen shots below for reference. The MDA object I am trying to see 'Test Scorecard Can you see me Scorecard Fact' Table. Can not see the table in the rules engine when you first/initially create the rule. Select a different table and add a field in the show section. Then preview the rule. It does not matter if it comes back with results or not. This is to get Gainsight to do a save of the rule on the backend. Refresh the page After refreshing you can now see the scorecard fact table. Along with t

I have been working with the new Copilot Outreach Follow Up feature, but noticing an limitation. It appears this follow up is built off of email logs and when building off email logs we can't use the same tokens in the templates the the original outreach. Is there another way to do this?

On the Relationship 360 Summary, the CTA widget seems to only show global CTA types. Ideally this would show any CTA type that you have checked for that relationship type in Federated admin, whether it is global or specific to that type.

When we create a Scorecard on Scorecard V2.0, a MDA object gets created automatically with the name <scorecard_name> Scorecard Fact. Currently, in this version, we cannot create powerlists + Rules on these MDA objects and it is a limitation. These MDA objects are NOT visible in the drop down while selecting the objects in the powerlist screen or rules.  Currently native 1.0 can access the scores, but not 2.0. There is alot of use cases cannot be used in 2.0 due to this limitation. Such as Sending CoPilot and CTAs based on Score Measure.

(warning: I'm venting) We really need some improvements and better organization around email templates, especially due to the fact that you can't use Relationship email templates for Account outreaches and vice versa, and there's no way to tell what type of email template is which.  I just created a new Co-Pilot outreach.  To save time (ha!) I cloned an existing email template (because if you copy and paste text from one email template to another, you lose all the formatting). What I didn't notice is that the email template I copied is a Relationship email template, so after getting my PowerList all set up, and my email template set up, when I go to create the Outreach, my email template is nowhere to be found, because my Outreach is an Account Outreach. So now back to square one to re-create my email template from scratch.  THERE IS NO REASON AN EMAIL TEMPLATE NEEDS TO BE LIMITED TO RELATIONSHIPS OR ACCOUNTS!! I see there's a handy-dandy filter option on the e

Generally speaking, I would like to see more options in views and exports. If this is already available and I am not finding it, great! Point me in the right direction.  - any field on the CTA/objective should be available to add to a view or export. I currently cannot add contact name to the view or export.  - If we add a custom field, will it be available in views and exports? - Please let me add more than 2 columns to the view and/or let me remove columns - Would be good to be able to reorder columns. I have added Parent Account name but cannot sort by it or move it.  - With columns not being resizable, I cannot see most of the content in each column.  I have other feature requests around viewing tasks in the cockpit, linking activities to tasks and exporting activities. 

Does anyone have some examples and best practices of surveys that are built to customers to let us know insights about consulting engagements? I'm looking for generic examples of questions that can be asked to the customer to rate and provide insight about consulting engagement. I understand that these can be very specific to the company or product offerings but I'm currently looking to get some generic questions that can be asked Thanks ~Lokesh

Hello, We are trying to use the Post-Churn Vault survey template from Gainsight. We want to get more info from customers who choose not to renew. While I have customized the questions and everything else in the Survey, I am stuck at how to fuel the sending list using a Power List. I have built the Power List using Status as Closed Lost and the logic is sound on that front, but I can't seem to find the section in the Add Participants to load and drive based off of that. Has anyone used a Power List to send a survey out?

When viewing the cockpit within a customers C360, how far back can you see closed CTA's? Is this adjustable? 

We are looking to update our Scorecard. The end goal is to both have scores that are accurate to our customer's health and categories our CSMs can take action on toward improvement. This allows us to build a "circle of change" where we see an area for improvement, take an action, and see a positive change in that area. One thing that would go a long way with this is to include CoPilot analytic data in the scorecard. My issue is that I cannot seem to figure out how to do that. Any guidance on how to setup the rule to make that possible?

What's the difference between the "Triggered On" and "Triggered Date" fields in Gainsight's Email Logs? I'm trying to limit a follow-up outreach's power list to only include email log records that were from emails sent exactly 14 days ago, and then I'll schedule the outreach to run daily. Thanx!

I am trying to set up our first round of automated emails in Gainsight which will roll out to our T4 tech touch customers. It seems that if I use CoPilot to set these up, I can not set up a schedule for these emails based on an event change in Salesforce. I need to set up automated welcome emails based on 3 days after a deal closing in salesforce. It appears this would need to be done in the rules engine but based on an article I read, it doesn't appear that this would be a reason for using rules engine to set these types of emails up. Am I right in thinking I should set this up in Rules Engine, or am I overlooking being able to set this up in CoPilot?

I'm a fan of the steps Gainsight is taking to update the usability of CoPilot to save time when scheduling multiple sends for a global audience. However, I currently can't take advantage of the multi-variant format. For my usecase, I schedule monthly product updates to our global audience, in five different languages. We don't designate sending Spanish emails just to Spain, for example. I base my sends off two factors: 1) Region 2) Language on the Contact level If I can't filter for these two things, then I'm unable to utilize the new format.   If you have any work-around suggestions, I'd happily hear them.  Thanks, Cail

I need to use a table or columns in a CoPilot template and can't find a workaround. I have thought of placing an image of the table, but I need individual cells hyperlinked versus the whole image/table. Any ideas?

We have a need to use "if this, then that" logic within the contact filtering of a CoPilot powerlist. Here is the situation: We have two different "Roles with Company" that designate the contacts on an account that need to be informed of key information: Primary Technical and Decision Maker. A contact can only have one role at a time, but there can be multiple contacts with the same role on an account. We are working toward our SOC2 certification and have some notices that need to be delivered in a certain timeframe to certain customer. All of our accounts (should) have either a primary technical contact or a decision maker, but not necessarily both. For some notices, we would like to be able to say the following: "If there is at least one primary technical, then send the notice to those contacts and DO NOT send a notice to the decision maker roles. If there is not at least one primary technical, then send the notice to the contacts with the decision maker role" Our predicament now

Gainsight looks at the standard account field for Co-pilot , CTA's etc. Every Salesforce instance implementation is different and with our current account structure in Salesforce(2 account views) it is challenging to use Co-Pilot , contacts within CTA. This applies to all the functionality which uses contact and account related to the contact.