CS Product Ideas
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Create a CTA only once per an assigned keyImplemented
We load data around tickets into a table in MDA. We would like to create a CTA for the CSM when there have been X responses from a rep. However, we only want the CTA created once per ticket. We've gone back a forth a couple times trying to figure out the best way to do this, but we haven't been successful in determining a way that wouldn't trigger a new one each day. Our date fields include: Created_on, Last_closed, and solved_on. Close means in a Pending or Solved state. This field will change every time the ticket is moved into pending. This means we cannot trigger the CTA off of Last_closed because it will be created every time the rule runs after the ticket meets X responses from a rep. Created_on won't work as there 9/10 does not meet the X responses on the day it was created. Solved_on does not work because we want to use this as a notification to the team of risk.
Sort Cockpit by Custom FieldsAcknowledged
Our CSMs started using GS and we got one main important feedback - We need the ability to group and sort the CTAs in the Cockpit by our custom fields. Ex: we want to group the CTAs by packages/ we want to group the CTAs by Renewal Date. Right now we are trying to figure out what is the best way to be on top of all CTAs in GS and manage our accounts and we are limited because we don't have the option to group and sort by fields that are important in our business/reflects our KPIs.
Ability to filter for "null" in UI viewsNot Planned
I need to be able to create segmented lists (customer lists and scorecard views) based on certain criteria. To do this I need the ability to filter our where the value is null/not null, as I can in Reports 2.0. Currently I do not see the option to do this for UI views. Any ideas how I can achieve this?
Manual Recurring CTA with Quarterly OptionAcknowledged
My CSMs have manual CTAs that they would like to schedule quarterly. They are unique enough that I would not create a rule for them. Currently, they get around this by setting the manual CTA to reoccur every 91 days. However, it would be great to have a quarterly option built into the recurring manual CTA feature.
Customer History objectNo Status
In Salesforce, we have an Account History object where changes to the records in that object can be tracked. It would be really helpful to have a Customer History object that would log changes to the fields on Customer Info object (date/timestamp, new value, previous value, who changed it) so that we can leverage historical changes in rules, reports, or when troubleshooting.
Hi, Currently while working on a specific report, the navigation for returning to the repository is pretty logical and appears as a link to the repository just to the left of the name of the report.[img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161006-28126-1067jum-Screen_Shot_2016-10-06_at_10-07-54_AM_inline.png[/img] . However in Layout/Dashboard editor, when you are in a layout and looking to go back to the layout editor, the navigation is different - a non-descript icon in the row of layout specific icons. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161006-59335-1g0dx2u-Screen_Shot_2016-10-06_at_10-07-41_AM_inline.png[/img] It would be helpful (and logically similar) if a link to the layout repository could be added to the left of the layout name, similar to what is done with the report builder. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161006-91709-f1gg59-Scre
Create an option to "Export all Reports" from the C360 sections that are based off of created reportNo Status
We have a few sections that we have created in the C360 section that house a series of reports that highlight different information. It would be great to have an option to export all the reports within that C360 section into a single csv doc with multiple tabs. This would simplify our ability to export and then send to the customer.
When you use the Calendar view of Cockpit, [i]overdue CTAs do not currently appear in the Day view. This can potentially allow a user to lose sight of them, if Calendar by Day is their view of choice. It would be ideal if any overdue CTA (or CTA with overdue Tasks) would populate on the current day, since it is technically still due.
I've spoken with two companies that would like their CSMs to be able to send a survey (after onboarding or training for example) via the new "Email Assist" task from within the Playbook on the CTA in their Cockpit. These are specific situations where an automated survey is not appropriate. Having this option would provide the extra control needed for a segment of customers to validate that the timing is actually right as well as customize the email as appropriate.
We have a use case where CSMs are receiving outreaches for their customers that have usage reports embedded into it. The CSM reviews the report and forwards to their customer. We have found that using Apple mail on an Iphone (and also Outlook 2011) is sending the wrong reports when the email is forwarded. For example, the CSM reviews an email for Customer 1, then reviews an email for Customer 2, and then reviews the email for Customer 3. They forward the email for Customer 3 to the customer. The customer then receives the email and the reports in the outreach are wrong. The reports contain the data for the previous 2 customers that the CSM had just reviewed these emails. Seems like Apple mail is caching the previous reports when you forward the subsequent emails. If you view the emails on a computer, or gmail on a phone, they work just fine, and do not cause any errors when forwarded. Also, if you receive a copy of the email using the
I'd love to get a discussion going on the types of standard, OTB tokens Gainsight could add to give value to creating names or comments. One thing I can think of a "Today()" type token, where you could enter in the rule run date into the name of the CTA: [list] [*]No Contact with customer in last 60 days as of "Today()" [*]Please post chatter update on project, week ending "Today() +7"[/list]Anyone else have some standard tokens that aren't necessarily things you can easily add to the SHOW field?
Reset Email Dashboard SettingsNo Status
If a dashboard was configured to be emailed via the "Email Dashboard Settings" screen, there isn't a way to delete (reset) all of the settings since all of the fields are mandatory (see screenshot). You are able to enter a random recipient/text into the field but a "reset" option would be better.[img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161004-68617-eanwfb-Untitled_inline.png[/img]
Ability to update task due dates when moving CTA due date upWorkaround Available
When moving a CTA due date up ahead of some tasks in the playbook, Cockpit results in an error - that the CTA can't be due ahead of task due dates. Makes sense, but the solution is for the CSM to update the task due dates manually. Idea: can we automatically update task due dates when cta due dates are pushed up or back in time?
Currently in reporting with Stacked and Bar columns in the number is under 15% we do not see a number associated with these columns. It would be nice to see uniformity and all of these show the correlating number. Screen shot attached for reference. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161003-49705-aibqlh-Snip20161003_3_inline.png[/img]
It was called to my attention today that it is expected behavior that spreadsheets being delivered to customers off of the "send successful emails too" option differ from manual rule runs. It appears that is does show you failed records, but it doesn't show you which records passed successfully. Customer would like to see the same spreadsheet being delivered regardless of whether or not it is being kicked off from a manual rule run or a scheduled run. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/26483-g66hvp_inline.png[/img]
Rules Engine: Create email body from within Setup ActionUnder Consideration
It would be nice to be able to create the body of an email directly from within the Rules Engine Setup Action screen, [b]without[/b] having to create an actual template in Co-Pilot. My use case here is to be able to send email notifications to our CSOps team whenever particular conditions exist, i.e. an account has gone into Boarding status without certain key fields populated. These would simply be backend notifications for the CSOps team and don't necessarily require being formatted a certain way in an HTML template. I see this working in a similar capacity to Email Tasks in Cockpit (except without the pre-defined template), where I receive a pop-up window where I can enter text for the email. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161003-95774-1bcn23p-setupaction_inline.png[/img] [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161003-42119-gceedp-email_inline.png[/img]
We are continuing to add new playbooks regularly to help provide guidance on how to work both internally and with the customer to achieve various objectives. As the list of Playbooks continues to grow, it has become cumbersome to add a CTA, look through a list of titles only for the playbook, click on it to review the tasks, and then continue to search if it isn't the right one. Given the amount of additional information that is within the 'Playbook' section of Cockpit, it would be helpful to be able to search there for the appropriate playbook and then have a button to "Create CTA" off of it.
Ability to view pending tasks in a simple viewing "Cockpit" style screen?Under Consideration
Hi What I’m looking for is a "Cockpit" style screen layout that shows due tasks by date, not underneath CTAs. At the moment I’m having to click on each individual CTA to see its tasks and then look at when a task is due. I’d ideally like it so I can view a simple list of individual tasks by overdue, due today, this week, this month format. (with possibly the ability to click onto an overall CTA link if I've opened the task for more details)I know we can produce this via report, but this isn’t a quick click/view and requires edits plus the necessity to “run” it each time we need fresh info. Could this be something you might consider adding to product? If someone else knows a way to already get a view like this, then please let me know. Many thanks!
Taking Surveys on a Mobile PlatformNo Status
Hello Teams! It's come to my attention that survey are not supported on mobile platforms (phone, tablets, etc...). If a survey link is followed on a phone, for example, the UI elements of the survey become cluttered and unreadable. Below is an example! [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160930-29207-n3yb8l-Snip20160930_1_inline.png[/img] Being able to take surveys on mobile platforms may well be a challenge, but it would be a very useful feature for many of our customers! Thanks for your time, and keep up the great work! Thanks, Logan T.
In our Org we have CTA's that are triggered off of triggers in SFDC and when a CSM completes the CTA they manually change the status to Closed or Work in progress. The issue here is that a CSM can mark the CTA completed and if the trigger in SFDC doesn't get corrected (via our product syncing with SFDC) the CTA will be recreated the next day. I have created new workflow for the CTA status's so that we can get more visibility into the actions taken from our CSM team and ensure they are getting credit for CTA's that are actually completed (no more duplicates) as well as visibility into our accounts that have canceled based off of what actions a CSM took. The only issues I have come across is that we cannot auto update an open status to another open status via rules engine (can only be done manually via Mass Edit), and we are unable to change the Default closed status check box to any specified status (only able to select closed status). If we as admin's had the flexibility to have the
Allow C360's sections to use the reports Account Reference Field vs. setting it within the C360 set-upNo Status
Currently, you need to select that "Account ref fields" when creating a C360 section. This field already existing within the report. I'm proposing that the C360 section leverages the reference field outlined in the report allowing more versatility in regards to the reports that can be leveraged in 1 C360 section. For example, we have customers that have both cases that they created as well as cases that are "Related To" their account. Currently, we have to have both a "Cases: Account" and "Cases: Realted to Account" section to house the reports. If the section simply used the reference field within the report, we would be able to combine all the case reports into one allowing the C360 page to be more user friendly.
Close all open CTA's when customer is lostImplemented
When customer is marked as Lost, there should be an option to close all open CTA's. Currently this is possible via Rule, but it will require you to create a rule for every CTA Type + Reason combination. This makes it practically impossible. It will be great if you can have an option to define this for all CTA Reasons.
Since only admins can build dashboards, the idea here is to have "Grouped" filters that can be applied and have users to apply/modify the filters within this filter group to reduce information accordingly. However, as a manager may want to filter down to individuals or different accounts etc. If they need to do that on a regular basis it can become a bit tedious. Therefore, If users could just use "Grouped", or Saved, filters under a certain Group Name and call them whenever needed this would come handy. Along these same lines, a general reset-all-filters-to-default for a given dashboard would be useful as well to start from scratch. Thanks!
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