CS Product Ideas
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Option to delete MDA dropdown list itemsUnder Consideration
Hi Team,Currently, we don’t have an option to delete a particular dropdown list item from the UI. I know we can get this done from the backend in some urgent cases. It would be really nice to have a alert that gives all the dependencies for the picklist item and if there are no dependencies then allow the user to delete it? Thanks~Shiv
Hi Team,Client (Modern Health) has requirement to display company renewal date under details tab of CTA Detail view.There is a Company tab in detail which can have this field but client wanted it to be available in Details tab.Since we don’t have this ability currently in the product logging this community post for product team review.
Make Timeline Activity Note Templates available when logging Timeline Activities through CTAsNo Status
My team loves Timeline Activity Note templates, but they are not accessible when logging a Timeline Activity via the “Timeline” tab within the CTA. We want all activities associated with a particular CTA to be associated with that CTA, but we need to be able to use the templates as well. This seems like an oversight. Is there a quick fix?
We have the ability to make changes to the company/relationship for timeline activities already, we’d like to see the same capability for CTAs. Event if it’s just company to company or relationship to relationship (of same relationship types) this would be a huge benefit to our CSMs instead of closing/deleting and recreating CTAs if they need to be moved.
Control Permissions to specific Quick InsightsAcknowledged
When creating a Quick Insight, the Insight is immediately available to all users that have Sally enabled. I'd like to be able to control which users have access to different Insights. My two use cases are 1) Being able to test a new Insight for display and functionality before making available and 2) limiting how many Insights an individual might have to sort through if they only need data from small handful of Quick Insights or have certain teams/user groups only have one Type with all their Insights and not see every Type and Insight.
We use the GS Assist Outlook plugin which logs activities to the Company or Relationship Timeline based on the email recipients. Since you cannot associate the activity to a CTA/Objective within the plugin, my users edit the activity to associate it to a CTA/Objective using the Associated Records functionality. Unfortunately, if the activity is logged to the Relationship and the CTA/Objective resides on the Company, you cannot associate the CTA/Objective to the activity. This is a major pain point for my team. Is there any plan to expand the records GS will search for in the Associated Records field on the activity?
A/B Testing for CopilotWorkaround Available
We are looking for an easy way to split a power list in half to send a message to one sub group and a slightly different one to another sub group to compare the results. Of course, we can set up a flag and populate it. I am just looking to see if we can do it easier than that. Is this something we have considered as a feature for copilot?
The ability to send a test survey email. We have stakeholders who would like to see how the end recipient will be seeing the email and survey before it is deployed. We currently don’t have a way to show them the “final product”, it would be great to have a preview option where you can send a test to another email address for them to open the email and click through the survey.
Need the ability to schedule JO Conditional Wait & Wait Timers for a specific date/timeUnder Consideration
Hello, Our team needs the ability to send our JO programs at a specific Date/Time in JO. Ideally we want the ability to combine this with a conditional wait so that a certain criteria would have to be met AND it would have to be the specified date/time chosen. Currently, once the condition is met, the subsequent step (e.g. email) will trigger in JO. We want to be able to wait until the condition is met AND it’s the specified date (i.e. when condition = true AND date = Friday AND time = 9 am EST) Our use case - we want to remind only the people who have not already taken a survey that it’s the last day to take that survey. The survey closes on Friday at 5pm EST. Thanks!
Create a flattened object as soon as a survey is created.Under Consideration
Posting on behalf of customer. Currently in survey 2.0 a flattened object won't be created until there is a survey response submitted. In anticipation of building a rule off the survey responses it would be helpful to have the flattened object created as soon as the survey was made active.
Admin defined views for TimelineAcknowledged
Gainsight Admins should be able to “push” views to Timeline, the same way they can Cockpit views today. Here are a few use cases:Authored by Current User and Company is not managed as Customer Help CSMs find activities where they selected the wrong account and update with the correct account information Creating a view for all accounts within a hierarchy Helps CSMs with complex account hierarchies find all Timeline activities for the parent and child accounts
In HA Report Builder, you can edit the name of a report in report builderIn HA Dashboard Builder however, you cannot edit the name of a dashboard in dashboard builder. You have to be in the dashboard list view to Rename a dashboard. This is inconsistent with HA Report Builder, and I believe the ability to edit the name of a dashboard when you are editing the contents of a dashboard would make sense.
Searched and found this post showing “not planned”But I think there is definitely a use case for requiring fields on CTA creation vs. only enforcing required on closure.In my case, I’m trying to move our CS team to use CTAs for Risk tracking (to date they’re using Timeline only) but there is a requirement to track a sub-reason as well as Revenue at Risk (that may actually be a different $ amount than the total ARR tied to the customer account). Using Timeline, you can make a field required when the activity is logged, forcing users to populate it before it can be created. But the lack of this ability to do so in CTAs means Risk CTAs can get created without logging the At Risk Revenue Impact because it is not a required field, making it easy to forget.I’m going to continue having a hard time convincing the use of CTAs for Risk tracking because between this request (and the ones below) Timeline does have a few more flexible features that make it appealing to our CS team as a quicker, mor
Multi-select picklist option available in TimelineUnder Consideration
Customer wants a timeline entry for product audit. In that audit, there will be multiple products that will be audited. How can they mark more than one product in the dropdown that shows up if there is no multi-select picklist option?
Use Case: In order to drive Risks and allow more granularity around reasons, I want to be able to establish a field dependency on CTA Reason, so that another dropdown field Reason Summary will only allow values that relate to the selected Reason.
There are a lot of nuances with what to expect when using this object to report on step-wise conversion of JO programs. The program has to be set up certain ways and some key understandings are required to use the object effectively. None of this is documented anywhere. We had to learn about all of this the hard way when our reporting looked significantly off from what we expected, and learned one key thing:If I put in a condition of A AND B AND C AND...all the way to I, each of A through I must be TRUE in order to continue in the program, otherwise they will drop - which is fine, that is what I want. This also means that once any of A through E are FALSE, based on the issue identified, this object does not even attempt evaluating the rest of the expression values and so we do not even have the true value of F through I captured in reporting; they all show as FALSE. This inflates our positive conversion numbers for conditions F through I like crazy, as we essentially cannot isolate to
Enable Admin to remove "Default Reason" from ANY CTA Type (including ALL)Under Consideration
Under Cockpit configuration, CTA Reason, when I select CTA Type ALL there is a Default Reason (currently set to "Activity"). I am not able to remove that/set it to blank. So, for example, if I am creating a CTA and select "RISK" as my CTA Type, the Reason defaults to Activity. Because that is the default reason for ALL CTAs. I don’t have a Default Reason set for “RISK” type because I want end users to select one.Because this is becoming the default Reason on EVERY CTA Type, and pre-populates, end users are failing to select the correct Reason Code. So we have dozens of Risk CTAs with the Reason Code “Activity” I asked support if it’s possible to remove the default reason from ALL and here was the answer:I would say our team has a more strict backend change policy nowadays in doing custom changes and likely we won't' be able to avoid future issues/discovery.Although we don't have a way to set it to blank, after reaching out to the team to suggest. Is it possible to create a reason c
99% of the changes we make to the Company object are done through scheduled rules. Our CS team generally does not make manual updates (by design.) This sort of defeats the purpose of real-time rules for us, since they would only be triggered when our SCHEDULED rules change something in the company object.I would love to be able to trigger real-time rules based on changes/updates to objects that are more likely to be updated in real-time. Example objects would be - survey objects, timeline activities, CTAs, etc.
Enhance Sally CTA Creation fieldsNo Status
There may already be a post out there somewhere but I cannot find it.The ability to create a CTA through Sally is useful, but it would be even more useful ifA) users could select a Reason while creating through Sally (otherwise every CTA ends up logging with the same reason code, and users forget to go manually change it) B) if admins could establish required fields that also need to be completed.
Couldn’t find this posted anywhere (kinda surprised if it’s not) so adding this entry to request that Timeline Activities allow the ability to pull in Company Person records to External Attendees. We’re using the Person model, trying to obscure the interconnection between Contact and Person as much as possible since it’s a confusing topic for non-admins, but this is actually causing confusion for our end users.
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