Replies posted by alex_legay
Hi Andrew The emails that populate in the To area all come from persons on the account that the CTA is on or internal users. So off the top of my head I think you have two options. You would have to create a person for each account that has this group email/Name. You could probably accomplish this via a rule by query accounts that don’t have a person with this email address and create them. I recommend testing with one account first so you don’t end up making a bunch of person records if this doesn’t work.You may just be able to create an internal user with this email address and Name and they would be searchable regardless of what account the CTA/Email task is on.The latter is definitely easier if it works.There is a way to auto-populate this as well for option 1, but I believe you would need to bring the person through in your rule query and map it in the CTA action.https://support.gainsight.com/Gainsight_NXT/04Cockpit_and_Playbooks/00Cockpit_Horizon_Experience/User_Guides/Send_Email
@Anil Raj Pujari Thanks! That will help. Now shifting to the timeline post itself. Within a success plan, I notice a timeline post that is created in the objective CTA of success plan does not show in the timeline section of the overallsuccess plan. It only shows when you expand the objective and go to the timeline tab of that CTA. We would expect the timeline entry to show in the Timeline for that success plan if it was created in a success plan objective. This could lead to people not knowing of other timeline entries if they are looking at the success plan timeline. They have no way of seeing the timeline post unless they go through each objective and check.
Hi @Anil Raj Pujari The request here would be if the timeline post is created from any place and it's related to a success plan through the objective/CTA, they are expecting it to be tagged similar to how it looks if the entry is made from the Success plan. For example, a CSM gets an objective CTA that is part of a success plan and they are working it from their cockpit. They make a timeline post from the CTA, they would like it to behave the same way as if the entry was made from the success plan itself. Correct me if I am wrong, but objective CTAs are reserved for success plans so they all would be related to a specific success plan.
Hi Alex, I have tested this in a local org and its working fine (i have renamed the field from Action Plan to Action Plan1223, but the path still retains the original name). Can you check and confirm if this is behaving as expected? Thanks, Aditya. A customer originally brought this up to me but I am struggling to find the original thread. But I believe the issue was that it was changed but no reference to the original name or that it had been changed. CC @lesliesmith - I think this was something that you had brought up but I could be wrong!
@andreammelde, Synching the source on a schedule every week should accomplish this(screenshot). Then as John mentioned, having the uniqueness criteria set to csm and account name or id should suffice here. The key here will be to ensure the participants end up in a completed status by the next time the sync runs. If it is a one step program, this won’t be an issue. With that in mind, you would want enable the setting to allow participants back in after completing the program based on their uniqueness criteria(screenshot). Hope this helps!
Hi @alex_legay Is this really a feature request? Yes, Can we change this to an idea? As this was a while ago I am not sure if I made this a question but it seems to be one now. The request is to allow some way to update participant fields of an active program. Say the CSM changes and the program is sending emails out from the CSM, we would need that to change to the new CSM.
Can we open this back up? This request was more for updating specific fields used in the program. Like say you are sending the email from the CSM or tokenizing their name in the email and then the CSM changes. That would need to be reflected in the program emails.
I think a good enhancement would be to go into a program and be able to resend surveys to completed participants whom have not responded using a specific email template or pull from one of the already used survey email steps. Then this could be indicated in the participant activity indicating a manual one off send.
Bumping this up, can we just have a separate UI elemant specific for the button color. Within the new email template editor today, I think this should be possible. As of today, you hit edit on the button and then do similar steps to change the background text color.
Hi Dan, This has come up a few times in support and while your idea would work, I find that many customers want to just be able to unsubscribe on behalf of a customer similar to how they would be unsubscribing. That way it is automatically referenced in programs instead of having to modify their queries and power lists. Maybe in the future we can give this functionality but note in the Opt out object that this was done internally?
[url=https://community.gainsight.com/users/srkardel]@srkardel[/url] I connected with Spencer on this and he made mention that you weren't seeing the issue while not on a company connection like at home. If that is the case then I suspect internal DNS may be playing a part. The white labelling part you mention is outlined [url=https://support.gainsight.com/View_More_Categories/Training_and_Videos/Implementation_and_Onboarding/Onboarding_Step_4_Email_Service_Configuration]here[/url] and mainly involves adding CNAME records to public DNS. Two of the CNAME records are for authorizing links and are used utilized when link tracking is turned on. For example, you would see the link preface with something like gslink.(domain) when using link tracking. I have seen on a few occassions these CNAMES also need to be added to internal DNS based on security for your organization. With the information I have I wouldn't expect any end users to see issues like you are seeing when on a com
Hi Elisa, Is this for a survey by chance? I checked and your company has white labelling all configured so there shouldn't be any issues with the links. If this is happening for end users and not just for you on your company network the most common reason I have found this happens is in 1.0 surveys where there is a mismatch between the published survey url and what is setup as the survey site in SFDC. For example, most SFDC sites are http but I have seen this when "https" is published in Gainsight for the survey site. Even though the "Require https connections" is required for the survey page, the initial mismatch between what is clicked and the initial http site is enough for Chrome to see it as a unsecure site. If you are using 1.0 surveys [url=https://support.gainsight.com/Surveys/Survey_Design/Setup_Salesforce_Survey_Domain_and_Test_Survey_Setup]this doc[/url] should help show you how to see what is set up in SFDC to check this! To further test, try remo
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