CS Product Ideas
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Out of the box reporting for standard industry email metrics does not exist in this platform if you want to be able to slice and dice the data. I have to look to AO Emails to refine by Vertical or Segment, rather than Email Logs, however, it's not intuitive. [b]Email Logs vs AO Emails [/b] Sent / Delivered / Total Opens / Total Clicks / Unique Opens / Unique Clicks Email send time (this is equivalent to Delivered) / Email Open Count / Link Clicked Count / Last Email Opened Date / Email Clicked Date I'm not sure how that could be any less intuitive. Plus, Email Logs and these fields in AO Emails do not allow for Formula fields so I can't have a report or a dashbaord that displays these metrics in rates, from what I've tried so far. Email Template Performance Report, found in Program Analytics, would be a great start alas it is nowhere to be found in Report Builder and is missing some key metrics. [i]Please [/i]give us standard email marketing metric fields
Hi, In cases where you have multiple accounts linked together through an account hierarchy, we often have the case where we would like to record a timeline activity and have it recorded on each account within the hierarchy. That way if someone records something important that relates to all accounts within the hierarchy, it won’t be missed. At the moment our team have to manually go to each account in the hierarchy and repeat the timeline entry - if you have 10-15 accounts in a hierarchy, that’s a pretty long process. If there could just be a tickbox when you are creating an activity that said ‘post to all accounts in hierarchy’ it would be extremely helpful. Any chance this is on your roadmap or could be added to be sorted in the next while? Thanks
Some of our scorecard measures (the ones that folks populate manually) have a validity period set, and if the measure is past it's validity period, an alarm clock icon shows on the measure. This icon only shows on the C360 view of the scorecard, but isn't available in a Dashboard view or in a Gainsight Report, as far as I can tell. It would be great to be able to show which measures are "stale" so that our users could quickly and easily find which measures they need to update, and create some reports around this. I think all you'll need is a formula field on the Scorecard Fact object that compares the Score Last Modified Date field to the Validity Period field on the Scorecard Metric object.
Email Assist UnsubscribePlanned
Just read through this thread: https://community.gainsight.com/conversations/being-able-to-use-email-assist-even-if-customer-has-opted-out-of-email-5bc73e06e4b04588aaf85a4f We're heavily using Email Assist for our 1:Many customers, and we're running into the opposite problem where we don't want to send the email through email assist if the customer has opted out. Maybe you could display something indicating that the customer has opted out, and ask if the email should still be sent? Or provide an unsubscribe option in email assist emails as well?
We are using Relationships to differentiate between products and in our case also the CS team working with the customer. Therefore, our team should always log activities on the Relationship Timeline instead of the Company Timeline. Sometimes, that goes wrong and currently, the only solution is to recreate the Activity on the Relationship Timeline and delete the one on the Company Timeline. It would be great if the Activities could be moved, for example by updating the Related to field of the Activity.
Ranking in Rules EnginePlanned
It would be great if we could rank accounts in the Rules Engine, similar to ranking in Report Builder. For example, ranking accounts so that only X number receives a certain CTA or action. A specific use case would be ranking our top 50 customers by spend to automatically generate CTAs and other field triggers as part of our top 50 customer engagement program.
I’ve found a use case to need to include the Month name as a token. It would be great if we could have a “Month Name” as a date formula to derive the name of the month from a date. I tried doing a case expression, but since it doesn’t give a “Starts With” option, I am not able to derive the month from a date and convert it to text.
I have a customer in Europe who is trying to use DD-MM-YYYY as their date format. We only support MM-DD-YYYY format in the MDA right now, but with more and more European customers coming on board, it would be nice to support DD-MM-YYYY. Any plans on that? Also, any suggested approaches for getting around this?
There are instances when several accounts are consolidated into one new account, or two accounts merge into one. Currently if a Success Plan is created and the account will merge with a new account, there's no way to move the success plan to the new account where the CSM will continue to manage the account and success plan. Users have to manually re-create the plan, which loses the Objective/Task created date data.
The Export to S3 in Rules allows for the export to an S3 bucket: https://support.gainsight.com/Gainsight_NXT/03Rules_Engine/02Admin_Guides/06Export_to_S3_from_Rules_Engine However, it would be helpful to leverage an existing S3 bucket connection that is setup in Connectors 2.0 within the Custom settings rather than have to re-enter the Access Key and Security Token within the Rule as those details aren’t always made available to a Gainsight admin.
I was hoping that when SF Connector replaced Gainsight Connect, it would also include information about WHAT records were pulled in by the jobs, as [url=https://community.gainsight.com/conversations/view-records-updated-by-gainsight-connect-5bc73f36e4b084c623191aad]Gainsight Connect did not[/url]. That does not appear to be the case. As I previously stated on that post: "Sometimes you run into situations where something was a 'success' but it didn't perform the action you actually expected it to OR there was an issue of timing and you need to go back and track down where the disconnect happened. Success or Failure, we should always be able to track events that happened in detail."
Access Timeline DraftsPlanned
We don't have the Global Timeline enabled for our CSMs because there currently isn’t a way to restrict this view so that one CSM only sees their accounts in the feed. Is there an update to when this will be implemented? One of my CSMs got an email today that she’s reached her draft limit (which I found to be 50 from an older post.) I can’t see her drafts when I enable the Global Timeline, so I can’t help her delete them from there. Sounds like there’s maybe a rule I can run to do that? The post linked above also asked for use cases as to why draft limits should be increased, and for us the fact that there’s currently this permissions limitation to the Global Timeline creates a use case where CSMs can’t effectively manage their drafts and delete/assign them. We have lots of emails end up in drafts because CSMs are sending emails to customers associated to two different companies without realizing it (which is due to Gainsight not having an ideal way to automatically remove the compa
I'm running a report against an MDA object. Two key columns are the account name, and then the date for the specific data point. I can sort by Account... or date... but not by "Account and then date within account." So if I want to see week 1-4 in order for an account, i'm having to sort by date and then filter to a specific account. In Excel this would be easy, right?
I'm working with several customers who are interested in being able to set up surveys based on specific events (or triggers). For example, configure Gainsight so that a survey is automatically sent when implementation is complete for a customer as denoted by a change in stage. While this is possible with Gainsight Services via a SOW, it would be ideal to put the power of triggering surveys in the hands of Gainsight admins. Anyone else interested in this capability?
Mostly what the title says. I’d like the ability in JO programs to use a token in the CC portion of sending emails out. Use case: I have a CSAT survey and I want a conditional wait for an email that only sends on a low score to the case owner. I would like to CC their lead, but it may not be the same lead for each case owner so I can’t just put in a static email. In this case a CTA is not a viable alternative.
Hi all,Within the Horizon Analytics version of Rules Engine, it’s nice to be able to expand the Rule Name section to see the entire name of the rule without having to wait for the tooltip to pop up when moving your cursor over it. However, when I drag the bar over to see the entire name and then switch to a different folder, it reverts back to its default position and I have to move the section line again. It would be nice to have this auto default to show the entire rule name in Rules Engine and when switching between folders if possible. Thanks!
Hi All, This is a small ask, but would it be possible to sort email templates in alphabetical order when sending via email assist? With a lot of email templates available it can be inconvenient for end-users to scroll through the list to find the email they are trying to send. If the templates were sorted by name it would be a much better user experience. Thanks!
One reason my customer is hesitant about using Timeline is that of the lack of @mention capabilities on the Timeline. As there can be multiple stakeholders, it is important for them to be informed when an action is needed of them. Can the product team provide an ETA on when this feature will be available?
Improve Gmail Plugin LoginPlanned
It would be great to be able to log in to the Gmail Plugin without being logged into Gainsight in another tab. I noticed that if I am not logged into Gainsight already, the login to the Gmail Plugin crashes. As you have to log into your Gainsight account in the plugin, it doesn’t make sense that you should have to be already logged into Gainsight in another tab. It would be great to not have this dependency for the login.
On the webinar for Data Designer, Rakesh did a fabulous job demonstrating 2 common use cases for taking advantage of this new powerful tool. I couldn’t help but wonder, if these are common to most clients, shouldn’t it be even similar to take advantage of those final configurations? My recommendation for a future release is the most common use cases be pre-built so the Admins can just point and click to select that particular use case. An example, is CTA with most recent Timeline activity report, which is built using only standard Gainsight objects. Once selected, the admin could clone and make adjustments if needed, but is not starting from scratch building the data space. We have a similar feature for reports using Vault today.
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