[Closed] CS Product Ideas
[Locked for migration] Submit product suggestions
- 47 Posts
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We’d love for the ability to modify what snapshots are exposed on a 360 page. We are at a point as a company where the number of snapshots is getting large, so the UX is being challenged since I see (every) snapshot when I click the respective dropdown. The UX would be something like being able to apply a filter to a underlying snapshot template. EG. Company Name = XYZ (or any other company field for that matter)
Hello, We are just about ready to start utilizing Journey Orchestrator, starting with a handful of usecases e.g. getting in touch customers who have not logged into our product for X days and sending focused training material to a specific customer group. One thing I have not been able to establish though is where in C/R360s can I see which Program & Outreach comms went out to which contacts - I've found posts on here saying this ought to appear in Timeline as well as SFDC - I see the SFDC set up in JO but would like for our CSMs to be able to see this in Timeline also as we use TL rather than SFDC. I've sent a couple of Advanced outreach to selected contacts but none of these have been logged in Timeline. Can you advise please on how to set this up? Thanks Katerina
Users often have to fill the same info for activities e. g. Training 1, Training 2, Training 3 etc. that only differ in small parts.It would be extremely helpful if it would be possible to have a template training with filled in values. (compare to screenshot).
Does the capability exist, natively, to create a calendar link integrated with Outlook that can be shared externally for customers to schedule meetings with CSMs based on the CSMs availability (Like HubSpot’s Calendar Tool)? Or, is the only way via an API integration using a service like Calendly?
Include a way to include field description or tooltip's on success plan fields. (Or all fields for CAcknowledged
It would be helpful to have the ability to include field descriptions or tooltips for fields that you have created on Success Plans or CTA's. (Example Below.) [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Image%202018-11-19%20at%204-03-42%20PM-1d45c7de-5311-4fe1-8957-af475f957a11-73804568.png[/img]
As people have started using the Timeline feature, I was curious what everyone is finding or viewing as the Pros and Cons while putting this feature into play. I thought I would start with a few thoughts and attempt to get people talking about how and why they use the feature or perhaps why they have chosen not to (yet). Pros: - one can sort or only show timeline data based on a specific activity type - diary of events and account updates in one place - draft notes for the next meeting and future discussion points for the account - log calls, onsites, weekly updates, EBRs, latest Deal notes, At Risk Notes (create a specific activity type for each) - Given the SFDC widget, most others in the organization can see the Timeline data and find CSM updates one place Cons: - small to see/view/edit the information in the GS widget - exploring ideas, but not sure we have many options based on the SFDC account/opp page layout. - (from what I know - d
Data designer hacksNo Status
Hi Everyone! I’ve put together a few hacks that I have been using so far to solve different use cases to overcome the limitations of Data Designer. How to enable Mapping or click-through through DD. As you may have already observed when you merge two datasets lets say Company and Contact, the resultant merge dataset will have only Company name/CTA name as text and click-through will be lost disabling the flexibility to navigating to that Company C360 page or cockpit when you click on Company name. The reason for this could be not bringing the Company GSID or CTA ID.Solution/Workaround: The catch here is that you need to bring the Comapny GSID(to navigate C360)and name or CTA ID (To navigate to cockpit) and Name so that URLs are perserved rather than displaying just text. You can drill down only upto three levels in DD. Then what do you do to drill down if you want data from fourth Level? Solution/Workaround: In Data Designer, you can drill down upto three lookups, and the lookups beyon
Hello Gainsight Community! This video is to show you some quick reports that you can build on AO Participants object to pull some useful insights about the participants of a program.To know more details of what information each field in this object stores, check the object glossary. Here are five reports that I will run through in the below video:1) List of Participants who opened the survey but not responded.2) List of partially submitted responses3)List of participants who gave detractor score and has a renewal upcoming!4) List of participants who did not respond even after 2 remainders.5) Status of last email sent and current participant state of each participant Hope this helps, Thank you!
Hi, Happy new year everyone. I am currently working on Person 360 and would love to hear your thoughts on the same.The plan is to build a Person profile so that you could view all information of a Person in one place. Few inputs that would help me here areWhich teams within your organization would find the 360 view of People helpful? What would be the different details that would be relevant to the different stakeholders? What are the information do you check before you get into call with a customer? Are there any actions that you would need to drive from a Person profile? Also any other thoughts or ideas that you may have for the 360 would be super helpful. Thank you all for your wonderful ideas.Preethi
Hi Team, I have a customer wanting to remove the relationship field from the CTA View since they are not using relationships.They do not have any relationships and doesn't have any relationship types configured either. Adding an image from my demo. So would it be possible to remove this or to have an option to disable it from the UI? Please share your thoughts.
If you’re looking to refresh your Gainsight sandbox, there’s a great article here for how to do it: Refresh an existing sandbox. This feature allows you to refresh your Gainsight sandbox so that it has all the latest configuration and data from your production org. But if you have to refresh your Salesforce Sandbox?If you’ve ever refreshed your Salesforce sandbox, you most likely ran into issues with your connections to your Gainsight sandbox. The challenge is Gainsight doesn’t recognize the new SFDC Sandbox.What happens in the background when you refresh a SFDC Sanbox is SFDC removes the old instance and creates a brand new instance that matches your Prod instance. If you check the SFDC Org ID for the original sandbox and the new one, you’ll notice they are different. I found this post before in a SFDC forum that helps to explain this but I don’t think this information is listed in their support community: https://salesforce.stackexchange.com/questions/231425/what-exactly-does-refresh
How to ingest data into Relationship Person through Bionic rule: While we are setting up any configuration at an account level, we make use of Company Person object to browse through the respective contacts associated with that account. We have a direct connector job in connector 2.0 to sync the data from SFDC to Company Person object in Gainsight, which makes our job easier. But when you are setting up something at a Relationship level, we need to sync the Relationship Person object to bring the user level details of that relationship. Since we do not have the connector job to sync the relationship data, we need to configure the Bionic rule with the Action “Load to People”. The rule configuration is easy except the lookup configuration in the setup action. Let me show step by step simply and stress more on the lookup configuration in more detail. Create a new rule at “Account” level. Fetch the contacts from SFDC Contact object Fetch the Relationship details Relationship Contact
As we know that we can send reports through Journey Orchestrator, here I thought of sharing how to utilise this feature for sending risk managements reports. Think about the internal managers receiving the update about the risk accounts and their details through email every week! How helpful it would be for the managers to just have it in their inbox without having to explicitly open the dashboard and check for details every time. Also we do have option to embed the link of dashboard, so that the managers can directly navigate to actual dashboard if more information is needed addition to what is sent in emails.Step1: Create reports that would help the manager to understand the what is risk about, and also with other details like renewal date, their ARR, stage, etc from Report Builder. Below is the sample report that shows list of Escalated Risks in the current quarter. Likewise create the reports which gives most useful information to manager to gives insights about what are the action
Having the ablity to build in your CSM staffing model in gainsight and report on utilization and excess capacity would be a very helpful tool for Customer Success Leaders --- the model could be very simple - # of hours per customer in each segment X total number of customers in each segment of a CSM portfolio would get you to the hours utilized . Hours utilized / Hours available gets you to your capacity vs utilization - -- It would be helpful to also have the capacity to create different models for different roles i.e. CSA, Major Accounts CSA, Professional Serivces, etc.
Just checked this section on community and read that existing customers will be moved onto GS nxt when the the time is right. How do we proactively look into this and start the conversation regarding this ? Assessing the pros and cons of the transition, effort and time needed, any complexities regarding the current setup, changes in end user experience etc.
Please can we have a Gainsight Connector for SplunkResponse from Customer
A Gainsight Connector for Splunk would be very useful (Splunk: [url=https://www.splunk.com/en_us/download/splunk-enterprise.html?_bk=splunk&_bt=284223556534&_bm=e&_bn=g&_bg=59888692704&utm_campaign=google_emea_gbr_en_search_brand&utm_source=google&utm_medium=paidsearch&utm_term=splunk&utm_cSplunk_Enterprise_Demo&gclid=EAIaIQobChMIsIi-1pD33wIVzp3tCh1S4wp7EAAYASAAEgKMivD_BwE]https://www.splunk.com/en_us/download/splunk-enterprise.html?_bk=splunk&_bt=284223556534&_bm=e&_bn=g&_bg=59888692704&utm_campaign=google_emea_gbr_en_search_brand&utm_source=google&utm_medium=paidsearch&utm_term=splunk&utm_cSplunk_Enterprise_Demo&gclid=EAIaIQobChMIsIi-1pD33wIVzp3tCh1S4wp7EAAYASAAEgKMivD_BwE[/url] )
When trying to assign a layout to users we found that many usecases or just the ability to change the “default” is not possible when assigning. We would like the ability to assign the c360 layouts based on permission groups to ease with assigning c360 layouts to large groups.
[img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/7252019104216AM-22d961ef-495d-469f-8aaf-c767e4420695-73857975.png[/img] One area of to update that I think would increase the adoption of 360 features, particularly success plans, would be to be able to customize the top navigation tabs in the 360 view when you open to a customer. Currently in order to dirve adoption or tag an entry to a success objective the user has to go into the plan, find the objective , and post to time line from there. Those additional steps I think hinder strong adoption. See screen shot
Hi there, We utilize the Heatmap to show our Success Plan Items and their categories - we like to send this out to our colleagues by taking an export of the image. However the image is very small 0.7 MP - where the recommended size for emails or ppts is almost 2 MP. I'm not sure if there is much use for a .7MP image - which is basically a screenshot. Is there anyway there could be a secondary option to download a better quality of the image - or perhaps email a better quality.
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