CS Product Ideas

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6069 Posts

jgrabis
jgrabisRegistered User
shared in CS Product Ideas

Ability to customize which fields appear in Timeline based on Milestone typeNot Planned

Our team is beginning to leverage milestones more often to capture key moments in the customer journey and visualize those against usage patterns. We have different milestones that we can automatically lay based on events that happen either within Gainsight or from Salesforce. However, there are different data points that we may want to capture based on the Milestone type for reporting purposes and visibility purposes. For example, we may wish to capture that a Training event took place and what type of training was it (onsite v. webinar) for a Training milestone vs a Upsell Opportunity created milestone which is going to capture different fields. Are there any plans to develop more granular activity types for milestones?

1
sai_ram
Grand Slammer
2 years ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Success Plan FeedbackNo Status

Testing out Success Plans, and running into a few areas of improvement: SPs are looking longer term than a regular, basic CTA, therefore the Start Date should not default to the CTA Created Date. Instead: [list=1] [*]When creating custom Objective CTAs, it would be great if end users can enter a Start Date directly on the CTA (instead of having it default to the CTA Created Date), because they then have to go and manually adjust it on the GANTT chart after CTA is created. [*]Would also be great if you could set the Start Dates via Rules Engine as well, vs having them default to the CTA Created Date. [*]Also [url=https://community.gainsight.com/conversations/allow-start-date-of-success-plan-gantt-chart-view-to-be-populated-automatically-5bc73f31e4b084c623191a43]this[/url]. [/list] Also, would be useful to allow end user to select a template(s) to apply to a Success Plan when the Success Plan is being created (rather than having them Create the success plan and then go appl

1
darkknight
ACE
2 years ago
katie_b
Champion
katie_bChampion
shared in CS Product Ideas

What would be the best/most efficient way for me to report on/access individual scorecard metric labUnder Consideration

Is there a way for me to add a lookup that would allow me to access the individual scorecard metric labels not just the current and previous scores? I'd only need the current label, not historical info. Or would this be better set up using a rule to load each metric to an individual field in the company MDA table? We are using Scorecards 2.0. [b]Use Case: [/b]We're trying to create an internal dashboard for CSMs to use when conducting internal strategy meetings with the sales team for that account. One place that would hold ALL of the info they need to discuss instead of jumping from the scorecard, to C360 to Timeline, etc. The ask is for a report showing the overall metric label (A-F) and then drill down into the data that feeds that score. One example is a metric we've built off of Strategic Engagements, which we log as a select timeline entry. I'd want the dashboard widget to show 'A' for the Strategic Engagment Metric and then drill down to show any

1
spencer_engel
Olympian
2 years ago
tom_gerth
Gainsight Employee: Champion
tom_gerthGainsight Employee: Champion
shared in CS Product Ideas

Log program emails to the cc'd contactNot Planned

When logging Program emails to SFDC Contact, we're able to log to a task owner or a default owner, but I'm wondering if you might be able to include functionality to ALSO log that email to any contacts that are CC'd in that email as well?

1
sai_ram
Grand Slammer
2 years ago
R
rfishRegistered User
shared in CS Product Ideas

Ability to turn analytics report into a dashboardUnder Consideration

I like the out of the box analytics reports that GS provides from automated email programs. It would be great if you could easily turn these into a dashboard.

1
rakesh
Gainsight Employee: ACE
2 years ago
N
nt_csmRegistered User
shared in CS Product Ideas

Intelligence applied to Email IntegrationUnder Consideration

Right now, if the contacts are not present in Gainsight and the account isn't aligning 100% perfectly, we have to manually edit the emails as they are put into draft state. It makes sense to use some simple logic and keyword matching to try and make this easier for the users. The customer should be known based on either email addresses being used or simple keywords in the email itself. That would allow the rest of the names to populate in the email activity as well. I spend too much time dealing with double entries on these emails. Also, if I forward and email to the gainsight system, it should be able to pickup the details from the forwarded email as if I had sent it directly.

1
sai_ram
Grand Slammer
2 years ago
lyne_therien
Team Captain
lyne_therienTeam Captain
shared in CS Product Ideas

Attachments in comments section of a timeline entry?Not Planned

Thanks for recently adding the comments section in a timeline entry! Very useful collaboration feature! My colleagues and I would like to be able to also attach a file to comments we make in timeline entries entered by someone else. Is that on the roadmap? Thanks! Lyne

1
sai_ram
Grand Slammer
2 years ago
andrew_biehle
Gainsight Employee: Veteran Rookie
andrew_biehleGainsight Employee: Veteran Rookie
shared in CS Product Ideas

Email notification when a rule in a rule chain doesn't fire.No Status

Posting on behalf of customer. Currenlty in a rule chain if a rule fires and fails, the dependent rules associated to that one will not run at all. In that instance you'll receive an email notification that the rule failed or partically failed if you have it setup like that. However you don't receive a notification if a dependent rule doesn't run. In the future it would be nice to include something like that.

1
dan_ahrens
ACE
2 years ago
josh_zamora
josh_zamoraRegistered User
shared in CS Product Ideas

One off Token-Mapping (Journey Orchestrator Program Source Data)No Status

Ideally, I would like the ability to arbitrarily add in data for a query, in order to more accurately reflect the business need of a program. Essentially, post-query, I would like to add in data that is outside of either an established query (i.e., cannot be tied to the query results) or outside of the established system of record (i.e., Salesforce). Specific example: I have a list of accounts that are renewing within X months, and I want to send them an automated email that includes a survey for them to fill out. As part of this process, I also want them to respond back to an internal resource who is helping our renewal team manage the upcoming renewals. However, she is not attached to each of the accounts as a part of the account team. I want to use her email, name, title and other information to personalize the email, but cannot merge her data because of that lack of connection to the accounts in SFDC.

1
john_apple
Olympian
2 years ago
keith_mattes
Champion
keith_mattesChampion
shared in CS Product Ideas

Time Saver: Add option in field creation for Permission for Rule Load ActionsNo Status

As an admin, I spend a lot of time creating objects and custom fields. As a time-saver for Gainsight objects (and enhancement), it would be AMAZING if we had the option (checkbox) in the object creation UI (field create/edit) that would allow us to permit the field to be loaded to instead of having to navigate to that pesky GEAR in the top right and go through that whole routine. Anyone else with me besides this goldfish???

1
heather_hansen
ACE
2 years ago
leanne
MVP
leanneMVP
shared in CS Product Ideas

Automatically sync emails sent through email assist to salesforce activitiesNo Status

It would be great if I could set something explicitly for an email template that would automatically sync any emails sent using that template to Salesforce activities, rather than CSMs having to manually sync them. We've started using email assists for certain emails that we want to be able to track and follow up on whether or not they were sent. We can do that through report builder, but it would be nice for visibility if we could specify at the template level that we want them all synced.

1
M
2 years ago
J
Shoshin
jpmehlhaffShoshin
shared in CS Product Ideas

Ability to tag users on CTAWorkaround Available

[b]Use Case: [/b]When a manager is reviewing overdue CTAs on their manager dashboard, she would like an easy way to tag the CTA owner to complete the CTA. There is also a potential use case for collaboration when execuitng on the CTA. [b]Impact[/b]: One way to drive adoption of the system is from the tops down. When a manager finally has time to review operational reports such as overdue CTAs, it is cumbersome to then ping each rep individually to make sure that CTAs are closed out. A quick tag in the CTA comments would save a lot of time and make managing adoption much smoother. One workaround is to add an internal note timeline activity that can be logged within the CTA UI. Since this adds a timeline activity to Timeline with a link to CTA, it should work, but this adds clutter to Timeline for one off notiifcations.

1
dan_ahrens
ACE
2 years ago
L
lucianlutaRegistered User
shared in CS Product Ideas

Report builder - date summarized by half-yearResponse from Customer

Hi, Our leadership team needs reporting on half-year basis for NPS. It would be great to have this as a native functionality where you can group the Responded date by half-year. What do you think? Regards, Lucian

1
sai_ram
Grand Slammer
2 years ago
heather_hansen
ACE
heather_hansenACE
shared in CS Product Ideas

Additional Mass Options for Timeline tabAcknowledged

Would be great if there were additional mass options available on the Timeline tab. For example, you could check the box, and then, select to add all the drafts checked to the same account.

1
kate_green
Champion
2 years ago
T
Shoshin
tyler_tewShoshin
shared in CS Product Ideas

Enable links in shared success plan objectives for customers.Implemented

It would be great if we could enable links for use by customers when they are included in the objectives of a shared success plan, as currently they are read-only. For example; if we include a link to a resource in our help center in a shared objective today, the customer is unable to click the link, or even highlight the url (highlighting description text is an all or nothing experience currently). This means that the customer would have to enter the url manually, or copy the whole of the description, then paste it somewhere, and then re-copy the url, and paste it into their browser. This is not an ideal experience. I understand that some customers may wish to use internal-specific links in their objectives, so were this to be implemented, ideally "enable links" would be a toggle, so that you could control which plans or templates contain customer-usable links, and which dont.

1
aditya_marla
Shoshin
2 years ago
katie_b
Champion
katie_bChampion
shared in CS Product Ideas

Is there a way to access the Survey Response Page URL for surveys sent via Cockpit?Under Consideration

Most of our surveys are sent via AO and we often pull the AO Participant>Survey Response Page URL into reports for easy access. We also have our surveys set up in playbooks to send via Cockpit for situations where the recipient lost/didn't see the initial survey email or we want to survey a one-off person who was not included in the original send. Since these are not part of an AO, and thus not an AO Participant, is there another way to access the Survey Response Page URL?

1
sai_ram
Grand Slammer
2 years ago
dan_wiegert
Gainsight Employee: Champion
dan_wiegertGainsight Employee: Champion
shared in CS Product Ideas

It doesn't look like you can remove/edit schedules of recurring CTA's in NXTNo Status

I have been working with a customer who wanted to see if there is a way for CSM's to remove a recurring CTA from its configured schedule. Based on the information that I found out from L2 and engineering, there is no current way within the product (or even from the backend) to kill a recurring CTA schedule. [b]Issue[/b]: Per my conversations with L2 Support on their findings from Engineering, there is no current way in NXT to remove a recurring CTA from its schedule after it is created. [b]Findings: [/b] Traditionally, there are 2 ways to kill a scheduled CTA : [list] [*][u][b]Delete the Parent CTA via Mass Edit[/b][/u] -- [i]does not appear possible in NXT at the moment; mass edit has locked filter preventing you from filtering for "is recurring = True"[/i] [*][u][b]Close the parent CTA[/b][/u] -- [i]parent CTA's are invisible to users in the UI. They don't show up in Cockpit, and can't be interacted with via Mass edit. While you can identify p

1
anthonysabato
Veteran Rookie
1 year ago
L
lucianlutaRegistered User
shared in CS Product Ideas

Ability to remove Participants from a Program after it's liveNo Status

Hi everyone, It would be great to have the ability to remove in bulk participants from a program. We could either use a CSV file to do so (similar to how Exclusion lists work) or by having access to an object that holds the info and delete the participants by flagging them through a rule. Specific use case: if you're sending 'awareness' or 'data gathering' surveys to 5 or more contacts from a client and you receive an answer from one of them, it would be great to be able to stop sending reminders to the other participants. Wondering if anyone else would find this useful.

1
dan_ahrens
ACE
2 years ago
andrew_biehle
Gainsight Employee: Veteran Rookie
andrew_biehleGainsight Employee: Veteran Rookie
shared in CS Product Ideas

Create once in a lifetime CTA rule logic.No Status

Currenlty when you create a CTA with the 'once in a lifetime' rule logic and you also include the name in the identifiers it'll fire off the CTA using the name, type, reason, and rule action ID as it's identifer. However in the event that the CTA name breaches 80 chars or more it'll trip up and won't use the name as an identifier which may trigger a CTA that should'nt have been triggered. This is particularly a problem for rules that use tokens in the CTA name sense you're never sure what the char count might be. It would be nice in the future to either raise the char limit on the CTA name or have the logic check of the CTA happen before the rule cuts off the CTA name at 80 chars so that it takes the CTA name logic into account.

1
link_black
Gainsight Employee: MVP
2 years ago
varun
varunRegistered User
shared in CS Product Ideas

When triggering a rule via an event, the Execution History should mention it as a EventNot Planned

Hi Team, I have a use case where in one of the customer is trying to trigger a rule via an Event, but in the rule execution history it is showing as "Scheduled or Manual" and Customer wants it to be shown as "Event" and if possible, the topic name as well. Is this in our road map to show this?

1
pratap_kumar_challa
Shoshin
2 years ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Display CTA tabs by name instead of a numberNo Status

This continues to be a source of confusion for CSMs. Would be a better user experience to have the names of all available tabs displayed (even if you have wrap the bar) instead of having a tiny box with a number in it. Current Functionality: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190801at3-39-10PM-592e3ba3-faf2-446e-aec2-af2e86ff0b69-1885329060.png[/img] Desired Functionality: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/new-875dd90e-1c6c-4c5f-a201-66410fa0457a-1844081883.png[/img]

1
pele
Veteran Rookie
2 years ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Populate Descriptions of all fields in non-Custom Data Management objectsNo Status

It would be helpful to have all field descriptions populated within non-Custom objects in Data Management so that when you export the schema or view the fields in Object Analyzer you can easily capture and identify the purpose of each field.

1
sai_ram
Grand Slammer
2 years ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Cockpit: Change default filters?Implemented

Is it possible to permanently change the default filters in Cockpit? For example, we're not really leveraging the "Status Reporting" field and it has a tendency to trip up our end users. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190822at8-56-17AM-4931c4a5-eb89-48a2-a8a7-b23eceb4b555-1622467421.png[/img]

1
aditya_marla
Shoshin
2 years ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Data Management: Include Description in Object Graph hoverAcknowledged

Love the Object Graph in Data Management - wondering though if the Description information can also be added to the field hover information? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190802at10-48-06AM-96fa3dbf-f6bd-4fc7-904f-a702b6ac7413-456488017.png[/img]

1
pgeorge
Gainsight Employee: Rookie
2 years ago
alex_legay
Champion
alex_legayChampion
shared in CS Product Ideas

Real Time CTA Notification Scheduled Job EnhancementNo Status

Right now when using real time notifications a new scheduled job is created for each succesive job based on the frequency. So if it is set to 15 mins, a separate job is created everytime which can populate the scheduled jobs area with a lot of clutter. I understand the limitation in SFDC where you can't have a scheduled job recur under an hour but an idea came up in support to possibly thin down the clutter. Basically, instead of creating one with a new name every 15 mins, have 4 schdeuled jobs created that instead that recur on a schedule.

1
darkknight
ACE
2 years ago

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