CS Product Ideas
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At mention parity with ChatterUnder Consideration
When are following things tentatively on roadmap for at mention capabilities in Timeline? Add Account name to the email notification that comes in when someone at mention in Timeline? Ability to reply to the at mention email - or a way in which the email can come from the person who at mentioned so that people can respond to a real email?
Remove Required Email from JO ProgramsUnder Consideration
With Journey Orchestrator’s ability to create calls to action, call external API’s, and trigger PX engagements….use cases that don’t involve email are climbing quickly! It would be nice to remove the email field as a requirement in every program. Just becomes a bit of a nuisance in query builder to have to find one to use when you know you don’t need it.
Change in Report Name not reflected in C360Under Consideration
If report name is changed of a report which has been added to C360, the name change does not get reflected on C360. However, once the report is removed from C360 and added back again to C360, the report name change does get reflected. Ideally, the change in report name should reflected on C360 without the admin taking any additional actions.
Allow score measures to be hidden and reportable before adding to scorecardsUnder Consideration
When building out new measures for scorecards it would be great for Admins to be able to run reports on the new measure prior to adding it to the scorecard. This will allow Admins to analyze the score prior to making it available to the end users. I understand you can build in sandbox but this will help if sandbox data is not a 100% match to production.
Currently: All feedback from a customer is input into the timeline description free text box (with formatting to split sections). The timeline activity is then given a primary tag (custom field; dropdown list) and secondary tags (free text; can't sync multi-pick dropdown lists w/SFDC). Reports are then run to display all activities with a certain tag; however, manual editing of description is required to filter out just the relevant feedback. Customised timeline logging (top) & reports on activities by tag (bottom) Ideally: Feedback from customer can be input separately and tags given to each section independently. (Ideally, a timeline activity would have related records = feedback snippet). A report could then be run on the feedback object by tag so that only the relevant part of the call description is shown, removing the need to read and sort all calls. Does anyone have a workaround in place to allow easy feedback logging and reporting on multiple topics per call/meeting?
For Desktop : Multiple Choice Question : Improve Design to Stick on Click with a Drop Down Multi SelectUnder Consideration
When using the Multiple Choice question with “Drop Down Multiple Choice”, desktop users get a box with a scroll bar that only appears on actual scrolling of the allowed answers. Also in order to select more answers, users need to old cmd or control while doing this. When taking this question type on Mobile, behavior goes more like a Drop Down and choices will stick on click. This request is to improve desktop user internation to be like Mobile or better.
Ability to copy excel data to Gainsight TimelineUnder Consideration
Hi Team, We’re unable to copy the excel data to Timeline. The screen-recording is for your reference. https://share.getcloudapp.com/eDu99xev When I’m trying to copy the excel data to ‘Timeline’ , nothing happens and cursor disappears. Can you please have a look at this.
When using Conditional Wait, the Continue option allows for the participant to skip the step following the Conditional Wait. However, this is limited to setups that have an Email Step following the Conditional Wait. I would like be able to have participants in a Continue to skip over a Wait Timer after the Conditional Wait and proceed to the next step following.
In-line Tabular Reports to support AliasesAcknowledged
When using a Tabular Report in Journey Orchestrator, the defined aliases from Report Builder do not appear to be respected. We would like to have the ability to define Aliases within Report Builder and have those carry over to Journey Orchestrator Program Templates.
Hi Gainsight, I would like to submit a request for CTA/Playbook analyzer. We are trying to stop using a CTA but before we do, want to know where this CTA or playbook is being used. We would like to know if this CTA is used in a query in an email program or a rule before taking it away - so that way, if we stop it, it will not affect any other program/rule we’re unaware of.
Custom Global Filter DescriptionsNo Status
I would love to see a few upgrades to Global Filters (we use them A LOT!) but one in particular would be the ability to add comments/additional details to our Global Filters. Similar to how we can hover over a report name and see the description. We have a few more complex dashboards using global filters and there are occasionally nuances we’d like to be able to make our teams aware of...ie. does not apply to X report or filters on X field for reports A, B and C and X field for reports D, E and F. The data showing ‘Applied On’ that currently exists isn’t really helpful when we have 15+ reports since it is just a long list and no one is going to read them all to determine the 1-2 exceptions. A custom message/description would be much more beneficial.
Ability to Type in Answer Scoring FieldsUnder Consideration
This may seem like a simple thing, but I would REALLY like to see the ability to type in the values when adding answer scoring to surveys. The options are -100 through +100 and scrolling through each time to find 1-5 (which is what we typically use is a pain. If I know exactly what value I want to see I should be able to just key it in, not scroll through a 200 option picklist.
Sponsor TrackingUnder Consideration
The people I want to use Sponsor Tracking for in my industry all have the same title. It would be nice if Gainsight had a way to mass update contacts with a certain role/title to be tracked in rules engine. If Gainsight found a match, it would then alert the CSM that a new contact has been tracked and you need to approve the change.
One of our tabs in the customer’s C360 is called Company Overview and here we have added a custom open ended field called Website. In this field, we enter the customer’s website for reference. Currently, after you enter the website and save it in this field, it remains as plain text. It would be great if GainSight could recognise when a full website URL is entered here and hyperlink it. This would save us tons of time from copy/pasting the website every time we need to take a look at it.
Hello! My team has started using Share 360 with customers for operational reviews. We are having success saving lots of time with the tool as a replacement for a spreadsheet that was previously updated with SFDC data manually. Customer feedback has been positive and they enjoy having real time access to the data. An enhancement that the team has requested involves sharing information that does not pertain to a specific account or set of accounts, rather it would be considered “global” in nature. Examples include: Sharing Support escalation contacts (the same for all customers) via a SFDC contacts report. Sharing announcements via SFDC campaign object. Would it be possible to somehow address this use case?
Today, when an action card is displayed in Renewal Center the value of the impacted opportunities is displayed. We’ve recieved a suggestion from our users that it would be nice to have both the value and count displayed in the card, so you can see how many accounts are impacted without having to open the list itself. They felt this would add additional value to the cards when leads or managers are trying to get a quick review/snapshot of their team’s renewals.
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