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Does anyone know which sfdc object stores the NPS score that calculates the score for a given Accoun

Question - Best way to create a powerlist on contacts that attend a Go To Meeting Training. To be able to send a survey to those users via copilot and have their responses tracked under their associated accounts. Scenario - User registers to our training and this information is stored in Go To Training. Once the GTT is completed a list of attended and not attended recipients with their email and company name spits out. Currently this is sitting in GTT and occasionally for analysis this is exported in excel or shared on google drive. Im trying to start a convo on best practices for scenarios like this or how GS internally has a process of having a webinar with attendees they send surveys to and track the responses. Or any other suggestions are more than welcome. This is our next big project on how best to utilise the amazing feature of Co-pilot and surveys the best way possible. Thanks Naquiyah

I see that with the latest release, or maybe before, you can flag emails as operational and they will bypass some opt out preferences.  Is it possible to use this feature in Copilot?  I can only find instructions on how to use it in the rules engine.  I'm honestly a little confused why you would use the rules engine to send an email also but how do I use that feature in Copilot?

Best practices on surveys for support cases

This is relatively minor but thought I'd point out that GS documentation incorrectly states that Data Spaces is located under Administration -> Analytics, when it appears under Administration -> Operations (at least in my org) https://support.gainsight.com/Product_Documentation/Data_Management_and_Integrations/Data_Spaces/Data_Space_Creation_and_Consumption https://support.gainsight.com/Product_Documentation/Data_Management_and_Integrations/Data_Spaces/Tut...

Not sure if this is currently possible, but I'd like to trigger a CTA if a customer clicks on the link of an email via Copilot. The goal is to create a CTA from the most interested customers who are clicking the link for more information. Is that possible today? If not, is it on the roadmap? Thanks. Oz

When I enhance the product I want to be able to email my users to let them know the great news! How can I do this?

In Copilot there are four recipient type options All Contacts from Filtered Account Contact Strategy User Strategy Email StrategyIn what circumstanes are options 2 through 4 used ? Searching for these terms on Product Documentation returns this article below but it doesnt actually say how they would be used https://support.gainsight.com/Product_Documentation/CoPilot_and_Automated_Email/Examples_and_Tutoria... Any guidance greatly appreciated Ian

Currently we have an approval workflow within Salesforce used for transferring opportunities from the Onboarding Specialist to the CSM. 30 days after a customer is launched, the Onboarding Specialist is prompted to update notes and submit the opportunity for approval. The manager receives the approval request, and can accept or reject. If accepted, the CSM handoff is approved (updates a checkbox for CSM approved = true, adds timestamp, updates lifecycle stage from 'adoption' to 'retention).  Are there best practices for creating an approval workflow in Gainsight? Right now, as long as the entry criteria is met, the Onboarding Specilist just clicks the "Submit for Approval" button on the opportunity. Is it possible to somehow incorperate this button into the CS350 page or CTA?  I would love to hear how any other gainsight customer handle similar scenarios and workflows!

We currently have 90 Outreaches scheduled for 6AM.  On average about 100 emails are sent and it takes about 1 hour each day.  We would like to send the same 90 Outreaches in 4 additional languages.  Currently in Gainsight this will require us to create 360 new Outreaches.  This is really only to send the same 100 emails but in localized language.  We are concerned that the emails will now take 5 hours to send.  Are there any tricks to minimize the total time it takes for all Outreaches to run and send all emails. Examples: - Will scheduling 1 minute apart help (not sure if this is even allowed... might be 30 minute increments)? - Is it reliable to schedule a Power List refresh at an earlier time and then don't refresh Power List with Outreach run?

I would like to see all the people that clicked on the links in one of the Outreaches we've sent out for the past several months, but since I can only see 3 months worth of data, it's not possible. 

Hello! I'm looking to have the following options added to the drop-down list of Salesforce field options that can used as tokens in e-mails: Implementation Project: Owner ID Phone Implementation Project: Owner ID Title Currently, the options of 'Owner ID Name' and 'Owner ID Email' are available, however the Phone and Title pieces are not (I have also attached a screenshot for reference). The sourcing of these pieces of information is critical to various communications we will be sending in order to ensure that our customers have the appropriate contact information, so I was wondering if this would be at all possible to implement. Thank you!

I'd like to find a way that allows me to auto-schedule the resend of a NPS survey if the initial survey has not yet been sent. [i]Has anyone found a way around this problem without having a co-worker go in for them?  Current Functionality: NPS Survey must be sent to Participants. Once sent, the user must go back to the survey to select the "Resend" Option within the "Distribute" area. The Resend can then be scheduled for a future date. Use Case: Admin/Survey Creator is out of the office (any reason) and can not schedule the follow-up. Example: Create survey August 30 Initial Survey Sent on September 2 Desired Reminder to be sent September 8 Survey Sender out of the office from Sept 1 to Sept 10Thanks everyone!

Hi,  Is there a limit of email templates and outreaches I can create at Gainsight? I didn't find this information in the software.. thank you

Do attachments downloaded from an outreach count as a click within the email?

When sending an email from CoPilot, there are subtle grey bars appearing above and below the message. I'm trying to make this email seem as much as possible like it's coming from an actual person, so they're weird to have. They appear in the Outreach preview: https://cl.ly/1D1A2m1M272N But there's nothing in the Email Template HTML that indicates that they should be there: https://cl.ly/2O1P3N3v363F I can't find anything in the "Communication" section of Administration that seems to control the fundamental email template that CoPilot Email Templates get plugged into....

We are utilizing the new functionality to use the Rules Engine to create Success Plans, and as a second action on that rule, we wanted to send an email to the CSM to let them know that we had created the Success Plan for them, and they needed to customize it and make it active. The email action kept failing, and when I contacted Support, I was told that the Rules Engine couldn't send internal emails, and I'd have to use Copilot. While I understand the limitations, it seems like it would make things easier to be able to send that email via Rules Engine since I'd already built out the logic and filters there. Instead, I had to go to Copilot, figure out how to recreate it, and then, send from there.

I was attempting to test the new "Send an Email from Cockpit " feature, and the documentation (https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/User_Guides/01_Send_Ema...) threw me a little. It says that the task should say "Preview and Send Email" in the Task Details screen, but in my environment it says "Approve and Send Email."  I wasn't sure if that meant when I click it it would give me the ability to edit first and then send.  Turns out, it does...however it is a bit confusing when trying to follow the docs and it doesn't match.

the Question Display Order column has missing numbers and multiple questions with the same number. and the numbers don't seem to be very related to the order that the questions were asked.

Is being able to use Data Spaces in an account level power list on the roadmap? Right now it looks like we can only do it for relationship power lists. Thanks, Alex

HI, A customer of mine would like to send a survey to a different user groups due to the complex structure of their company: - a survey should be sent to a few different departments, - some department will be using different language than English, - some department will have a slightly different set of questions (there are 10 questions on total, some department will be sent only 7 questions). Should I do it one survey or there should be a separate survey for each user group? If I have one survey created for one group for September, then I would like to do the same survey for a different group of users in October - do I use exactly the same survey and do it there? Or should I duplicated the existing survey?

We would like to be able to limit the tasks synced to Salesforce by applying a filter or flag. This will allow only certain users to sync tasks versuses all users.

My team uses Salesforce tasks to organize their days - it's how we live and breathe, and keep our sanity!  When we close out a task, we always use the "Save & New Task" button in Salesforce, because we should ALWAYS have an Open Task for each of our Accounts.  Since I want my team living in Gainsight going forward, they are working to transition from their Tasks by creating Manual CTAs on their accounts.   I'm starting to get questions on when they close a CTA, is there an easy way to "Close CTA & Create New CTA" all in an efficient swoop?  I just want to cut down on a lot of clicks, and want to know what other users have done for this.

I am trying to add a field to a gainsight CTA.  I've added the field in the salesforce object "call to action" but I cannot figure out how to get it added to the API that then loads it into gainsight.  Any input?   Thank you!

We're just configuring our Zendesk-SFDC feed, and It looks like 'ZD-org to SFDC-Account' linking is currently manual, with the help center suggesting auto-linking is a roadmap item. To future proof & be ready for auto-linking, there is a specific field in zendesk where we should be populating the Unique ID we use to match SFDC, platform etc to a Gainsight record?