Solved

When you create an Objective in a Success Plan, there is an optional place for comments. After the objective is created, the comments seem to disappear. This may be a silly question, but where does the comment field go and can i make it present when they look back at the objective that was just created?

When i try to edit the time a given outreach is scheduled to go out, I keep butting up against this: https://www.dropbox.com/s/udzy6xn4nwhh5li/Screenshot%202016-03-04%2008.35.56.png?dl=0 - after I change the time, there is no update or edit button available, only the 'cancel' button. Is there a way to edit the time at which a recurring outreach is sent? Thanks!

Hi there! In your experience, what are the pros and cons of creating CTAs based off of NPS scores directly in the Survey tool VS using the rules engine? Or is there no significant difference either way? Also, when using the survey tool, is the score based on the individual scores provided by each contact at a given account, or is it based on the average response?

Reading the recent release notes (https://support.gainsight.com/Release_Notes/2016/09_Release_Notes%3A_Version_4.37_February_2016), I can see that we now allow 200K customers to be added to a single outreach.  However, the last I knew, the max emails someone could send through Gainsight Email Service (Mandrill) as 2000 per hour.  I want to verify that this is still true, or if Mandrill has upped their limits with us. As I see it, this would take 4.1 days to get this campaign out, and does not include any other emails a customer might want to send through CoPilot or the Survey tool.

I'm struggling to come up with a good solution for sending copilot emails in the right language in regions where there could be several different language possibilities. The best solution I can envision so far is pulling in mailing address info from SF then taking a best guess based on the primary language of the country in question. This poses two problems: - Data integrity from Salesforce (address is not always accurate) - Huge power list filter (for example I would essentially have to track every country we do business with that has Spanish as a primary language and make a rule that says "IF it's country A OR it's country B OR it's country C..." I could easily see it being 50 or more countries. I'm not even sure if the engine supports that many but even if it does it seems like a mess. Has anyone come up with a more elegant solution to a similar problem?

A customer has a Copilot use case where they want to send an email the very first time a customer has usage (they have monthly data). I am not able to do MIN of Date in Copilot.  I am unable to do (A and 😎 and (C and D) which is (Measure A >0 and Date is current month) and Measure A=0 and Date is less than current month). Was wondering if either of these methods will be possible in a future release? In the meantime, I am suggesting using Rules Engine to set a milestone when MIN of Date where Measure A >0 is current month and then create a Power List based on the milestone date.  Any better solutions to provide?

I created a rule in Gainsight and ran a test. I got the failure message as:  "Rule Test run failed: Number of records to process this action exceeds the limit. Please apply more filters to narrow down results." Number of records fetched: 44273 I read somewhere that currently we can send only 1000 emails per batch from Marketo. Does that mean Gainsight will sync 1000 contacts in one batch? Thanks, Shashank Sharma

How we add a feature that will resend an email (or NPS) to the list who have not opened or ready or initial email?

In CoPilot outreaches we have the ability to check the box to only send once to contact throughout their lifetime.  What is the criteria for this to take affect?   If I have it checked and send an email, does it only honor the 'once in a lifetime' criteria if the email template content and all power list filtering are unchanged? or, Do the power list and email template run off of some sort of ID on the backend and as long you do not select a whole new power list and/or whole new template, does it honor the 'only send once' checkbox?

When we run NPS, we select a random third of our customer base for the segment to survey due to the number of accounts in each segment. If we were to survey everyone at once, we would not be able to adequately follow up with the customers.  It would be very helpful to be able to randomize a segment, then select 1/3 of the customers for the survey. Next, we would need to mark that these customers have participated in an NPS survey so they are not selected to be surveyed in future surveys that year. Is there a way to do something similar now or would this need to be built into the product?

Sarabeth from PowerDms has a question that I and Dave D have not been able to quite give her a clear answer to. I was wondering if there was someone who could help us out here. Thanks! The Copilot FAQs article you sent says the following:  We recommend using the unsubscribe feature that comes with CoPilot. The unsubscribe footer gets added automatically and the contacts who unsubscribe are not sent email across Copilot / Rules / Survey. There are two sections in the unsubscribe page, when the end-users clicks unsubscribe: Success communication(Copilot + Rules Engine): If the user checks this option and unsubscribes, then emails from Rules and CoPilot will not be sent. Surveys: If the user checks this option, then survey emails are not sent. Note: Applicable only for Gainsight email service. If both of the above options are checked, then no email is sent via Gainsight to that email address. You see boh survey and general success email opt outs available here to

The Matrix Data Architecture Export API returns CSV containing unquoted string values, even when the field delimiter is present in the string values.  This is a problem because it makes reliably parsing the returned CSV very difficult, and perhaps impossible in some cases.  This just isn't good behavior from the perspective of an Export API user/consumer.

How can I manually change the overall Health Score for an account deemed At Risk? The measures are all positive but direct client feedback tells us otherwise.

What foreign language characters are supported in Gainsight?  Specifically, survey and CoPilot tools?  Are these included: Mandarin (simplified Chinese), Spanish, Portuguese, French, Italian, and German. 

Hi  I have been told we are looking at upgrading our SFDC to the lightning platform within our company in the month of January.  Any things we should be looking out for as admins with GS?  Thanks Naquiyah

Not able to view/edit a calculated field once it is saved in Co-Pilot.  This makes it difficult to review or change.  Ideally, would function like a calculated in Rules Engine.

I have a question on a survey that I am creating which asks about what other kinds of technologies they have heard of in the market place.  I have a list of 19 options + 'Other Please specify' to enter as choices.  However I reach 15 and I cannot add a new line.  Are multiple choice questions limited to 15 options?  If so are there any plans to change this to increase the number of fields that can be entered?

Value of using Gainsight CoPilot/Email vs. other 1:M email tool 1. Leverage your customer data and insight in Gainsight to build and send more targeted, personal and meaningful email outreach to your customers 2. Integrate all your outreach response data (opens, clicks, etc.) into Gainsight for follow-up action by your team and holistic reporting 3. Ensure your customers are seeing important messages with increased deliverability (avg 60% open rates with Gainsight Email vs 5% with marketing automation*). Because you are managing a separate email system in Gainsight than your marketing automation system you are separating your email reputation scores. You are likely to have a much higher reputation score with Gainsight CoPilot because you are targeting existing customers with verified email address as opposed to leads and prospects. Value of Gainsight's combined email architecture of Mandrill and SendGrid 1. Sendgrid is ideal for high-usage - Provides dedicated technical support to Gai

We used CoPilot to send out our NPS survey and would like to send a reminder email to contacts that did not yet respond. Can we include the unique link to the survey in the reminder email?

In the survey analytics, there is a "view details and followup" option for each question. From this view, it looks as if you can then create a task (or CTA?). However this does not currently work in any org I have access to. I've not logged a support ticket, because I thought this may be old functionality. Can anyone confirm this and update me/Lila? https://support.gainsight.com/Product_Documentation/Surveys_and_NPS/User_Guides/Survey_Analytics (see bottom half for workflow and functionality I'm referring to)

We have a respondent that wants to re-enter her NPS.  We distributed the survey using co-pilot.  Is there a way to re-send her the survey link or would I have to include her in a new power list?

I'd love to see some more information in the Analytics tab in CoPilot. For example, I can see that my outreach skipped over 11 people, but I do not know who those people are. I can hover over the number 11 to see that 8 have bounced, and 3 have previously unsubscribed, but I do not know who those 8 and 3 are. I cannot seem to find this information anywhere in CoPilot, either. It'd be great to be notified of the skipped customers. If this data could be brought back into Salesforce, that'd be a real life-saver!

According to our survey analyses we have some surveys that are not delivered. I can see to whom they were not delivered, however not the reason.  For example if the reason was invalid email address then we can update our records accordingly.   Is there somewhere we can see the reason? Thank you. 

I'm wondering if it is possible to duplicate an entire survey? This would be useful if you want to reuse a survey that was already closed. Maybe it's there and I'm missing it. Let me know!

In Copilot, is it possible to change the default filter to "Created by me" instead of "All"?  This filter is great and will now allow us to utilize copilot but it showing users the things they've made first would prevent them from seeing all of the admin templates and lists.  It would help keep the view clean as well instead of defaulting to what will be a huge list once people start using it in a couple of months.