CS Product Ideas

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399 Posts

Christina P
Shoshin
Christina PShoshin
shared in CS Product Ideas

Native Dial-out function from Gainsight?Not Planned

Hey all, I’m new to Gainsight administration and have a pain point to solve for our CS teams.We’ve recently transitioned a lot of our work from Hubspot to Gainsight, however the team are sorely missing Hubspot’s feature that allows dialling a phone number from their browser.That functionality is very useful as it provides efficiency gains, it automatically records call time for accurate reporting  (and actual voice recordings) and means we can avoid having to supply and maintain work mobiles for employees (and they don’t have to look after them either!).I believe Hubspot use Twilio Are there any plans for GainsightNXT to offer a similar functionality, pehaps with Amazon Connect or similar?

7
D
7 months ago
kaycee
Gainsight Rookie
kayceeGainsight Rookie
shared in CS Product Ideas

Ability to Delete Multiple Rules at One TimeNot Planned

Currently admin users can only delete one rule at a time. It would be great if we could delete multiple rules at once, instead of having to do them one by one. 

5
Cornelia
7 months ago
Justin Bills
Veteran Rookie
Justin BillsVeteran Rookie
shared in CS Product Ideas

Scorecards for UsersNot Planned

Hello - Do you have any plans to implement a scorecard measure for Gainsight users?  Adoption is such a big part of being a Gainsight admin, and it would be amazing to set thresholds for users in a rules engine and use them to populate a scorecard.   Currently, we use reports and dashboards to leverage this, but I think there is high value in being able to leverage the power of scorecards. Some use case examples: Easy to track new hire Gainsight adoption. Create CTAs/Programs to end users and leadership if usage trends downwards. Create easy to digest reporting across the org for user adoption. New process/feature adoption metrics

2
shantan_reddy
Gainsight Rookie
7 months ago
cnichols
Veteran Rookie
cnicholsVeteran Rookie
shared in CS Product Ideas

Multi-line reportNot Planned

We have a number of dashboards with reports that are a large number of columns and its getting difficult to display all of the columns on the screen. I was looking to have the ability to have multi-line reporting something like below:Line 1: Account Name, ARR, Renewal DateLine 2: Account Owner, CSM Name, Rich Text Field 1  Are there any upcoming options or options to do this today rather than the wrap text option?

3
Azad
Gainsight Employee: Rookie
8 months ago
T
Gainsight Employee: Rookie
tejkumarGainsight Employee: Rookie
shared in CS Product Ideas

Enabling okta users to authenticate the snowflake connector via the connectors pageNot Planned

Customer was looking to use an Okta user to authenticate the snowflake instance via Gainsight. We believe that the current snowflake connection mechanism doesn’t have the possibility to create a token and store it in DB (similar to our SFDC connector).Do we have any near-term ETA for enabling okta users to authenticate the snowflake connector via the connectors page? 

2
Ritesh Sharma
Gainsight Employee: Rookie
8 months ago
M
Shoshin
meg.kittoShoshin
shared in CS Product Ideas

Is it possible to allow users to navigate in GSNXT using the browser back button?Not Planned

We have users complaining that it’s confusing that the back arrow in their browser doesn’t take them back to the last customer they viewed in Gainsight NXT. I’ve tried to explain that this is due to the way that Gainsight functions within Visualforce pages inside Salesforce, and that each page does not have its own unique URL. However, I promised that I would submit this as an idea in the community.

5
A
8 months ago
samuel_cummings
Gainsight Rookie
samuel_cummingsGainsight Rookie
shared in CS Product Ideas

Deletion via Rules EngineNot Planned

Being able to delete from Objects in SFDC and MDA via the rules engine. We all understand that this is a risky feature to deploy. But there are some use cases that are compelling enough to warrant this request. Any please post your use cases below in the comments and like this post if you support this feature.

15
N
Gainsight Rookie
9 months ago
HollySimmons
All Star
HollySimmonsAll Star
shared in CS Product Ideas

Allow Multiple Lookup fieldsNot Planned

I’d love the ability to add multiple users or persons to a field.Example use cases could be; - 2 (or more) CSM’s working on an individual company/relationship- Multiple persons holding a specific “role” for an opportunity, e.g. ChampionThe (front-end) functionality that is currently available in the timeline would be ideal. I appreciate it’s not that simple back-end wise though. 

2
gopal_rao_kallepu
Gainsight Employee: Rookie
9 months ago
heather_hansen
ACE
heather_hansenACE
shared in CS Product Ideas

Loading data from Google sheetsNot Planned

Would love to be able to upload data (either to a rule or MDA) directly from Google sheets instead of having to use S3 as a connector.  For example, we are pulling a lot of product data into Google sheets to slice and dice and decide who we want to target for campaigns, and I have to export from the Google sheet to Excel and then load the excel to the S3 to grab and pull into GS.  Would love to just connect Google sheets to GS and be able to save some steps.

2
Ritesh Sharma
Gainsight Employee: Rookie
9 months ago
raghabendra_sahoo
Gainsight Employee: Shoshin
raghabendra_sahooGainsight Employee: Shoshin
shared in CS Product Ideas

Support of Self lookup in email template mappingNot Planned

Idea: Support of Self lookup in email template mapping Current behaviour: Company → Parent company(Lookup company) → Name not available for mapping in email template.  Please add this as an enhancement request.

1
sai_ram
ACE
10 months ago
T
thomas.westbergGainsight Community new member
shared in CS Product Ideas

Ensure successful auto-refreshing of Gainsight WDC-based data sources on Tableau ServerNot Planned

Currently, when a Gainsight WDC-based data source is published from Tableau Desktop to Tableau Server and configured to auto-refresh on schedule at the server end, it can only be successfully refreshed for about 24 hours. After that, all subsequent refreshes consistently fail, generating error messages similar to the following (where [GUID] is a placeholder for an actual value). Error message    Unknown Failure (status code = 1003, {"xhr":{"readyState":4,"responseText":"{\"result\":false,\"errorCode\":\"GS_APIG_2401\",\"errorDesc\":\"Unauthorized\",\"requestId\":\"[GUID]\",\"message\":\"Unauthorized\"}","responseJSON":{"result":false,"errorCode":"GS_APIG_2401","errorDesc":"Unauthorized","requestId":"[GUID]","message":"Unauthorized"},"status":403,"statusText":"error"},"ajaxOptions":"error","thrownError":"","url":"https://gateway.gainsightcloud.com/v1/exports/tableau/schema","logLevel":"error"} ) Please ensure full integration with Tableau Server, so Gainsight-based data sources can be

3
rahul_prayakarao
Gainsight Employee: Veteran Rookie
10 months ago
A
Angel ValerioGainsight Community new member
shared in CS Product Ideas

Gender-neutral Gainsight bot option?Not Planned

Hi there,Would it be possible having a gender-neutral Gainsight bot option?Thanks!

3
rahul_prayakarao
Gainsight Employee: Veteran Rookie
10 months ago
S
Gainsight Employee: Rookie
SKondreddyGainsight Employee: Rookie
shared in CS Product Ideas

Set the decimals points for percentage in Pie chart VisualizationNot Planned

Team, We have customer who wanted to set the percentage values as shown in the below pie chat visulazation to 0 decimlas instead of showing the 2 decimals. Currently, doesn't have any control to set the decimal points for this percentage calculation from UI Level. The percentage which is shown in the below screen is calculated from the backend    

2
sarah.kiani
Gainsight Rookie
10 months ago
bradleymcg
Golden Ruler
bradleymcgGolden Ruler
shared in CS Product Ideas

Enable Linked Object URL in Cockpit List view as a ColumnNot Planned

This is primarily applicable to NXT with the Horizon experience. Which, by the way, is very slick looking, and there’s a lot to like and I hope the new format makes it easier to add enhancements. Anyways. Situation: We use linked SFDC objects in various areas, one of them being CTAs. Currently, if you want view, add or edit a linked object from the Cockpit you have to:Click the CTA Click the Linked Object Tab name from the CTA Detail View Click the link to take you to the SFDC recordProblem: See above. This is pretty unwieldly. You can make, and we have made, a related list off of a report showing our linked objects (Projects in this case) in Salesforce. This is nice, but is really a different use case. Solution: Enable the addition of a column in the cockpit view along with Due date, owner, status, etc., that is the Link you would have clicked on in 3 above. This enables you to immediately jump to the project from your cockpit without having to go into the detail view and another tab

4
J
Gainsight Rookie
11 months ago
Justin Bills
Veteran Rookie
Justin BillsVeteran Rookie
shared in CS Product Ideas

Success Plan Tasks Anyway to reorder them if the dates change?Not Planned

When building out a success plan, if the tasks list in an objective has manual changed due dates, is there any way to reshuffle the tasks so that they appear in due date order. We have some shell success plans we are testing out, but since one size does not fit all, we’re giving the task list a bit more flexibility with due dates.  Example now:  

5
sai_ram
ACE
11 months ago
hardik_mota
Gainsight Employee: Champion
hardik_motaGainsight Employee: Champion
shared in CS Product Ideas

Associate multiple contacts in the email assist taskNot Planned

Hi Team, Is there any possibility to associate multiple contacts to the email assist task, automatically ? Customer wanted to see if there's a way to list out the names or emails of the contacts in the "comments" section. Customer was able to get one contact in the comments section via rule, but that that didn't help given they have 6. Currently, we can associate one contact to have it auto populate as seen in this doc but the customer is looking for a way to populate as when they get to the tasks they don't know who to send to. Reason : Reps who are working on a renewal, they dont know all of the contacts by name. So, they have to go into salesforce to look up the contacts to add to the email assist (which takes just as long as drafting an email). I understand that it can only default to one contact, but I'd like to be able to better showcase the list of clients that are available for that particular account. Is there a workaround for that ?

5
C
Gainsight Rookie
11 months ago
angela_domenichelli
Champion
angela_domenichelliChampion
shared in CS Product Ideas

Overall Client Score Label needs different weighting than Measure LabelsNot Planned

Our company has complex scorecards with 10+ measures, and therefore, we have artificially high overall scores across all client base due to each measure having less than 10% of total measure. Naturally we would want to see a yellow (if not red) overall score if 3 of our measures are in red, but with existing schema, if only 3 measures are red and the rest are green, the overall score would be ~82%, which is lime green.We have shared this with Gainsight with numbers and an example, but with overall score being the weighted average of individual measures, there has to be a way to set a separate grading for the overall score. Otherwise, either the overall scores show artificially high scores, or each measure would be marked with a much lower color than it truly is. 

3
angela_domenichelli
Champion
11 months ago
jeff_truong
jeff_truongGainsight Community new member
shared in CS Product Ideas

Ability to add filters to exportable snapshotsNot Planned

As we continue to expand and grow the usage of snapshot functionality we are getting to a state where there are a good number of available snapshots for export. As a larger company, we also have certain teams that use specific power points and other teams using a completely different set of powerpoints.  Similar to a c360 layout filter, we’d like the ability to filter what snapshots are available for a specific account based off company details.

3
rahul_prayakarao
Gainsight Employee: Veteran Rookie
11 months ago
davebrown2242
All Star
davebrown2242All Star
shared in CS Product Ideas

Allow CTA Types to be Deactivated in SFDC EditionNot Planned

Today Admins cannot deactivate CTAs that have any data associated with that CTA Type in SFDC. Sounds like this is fixed in NXT. We need the ability to remove CTA Types from the drop down to prevent future use.Deleting a CTA Type I understand the need to re-map existing CTAs - not the Active flag.

6
davebrown2242
All Star
11 months ago
C
Shoshin
catherine.spevakShoshin
shared in CS Product Ideas

Allow change of task due date with CTA due date changeNot Planned

When I try to move a CTA's due date earlier, I get an error "CTA due date cannot be earlier than task due date". This makes it essentially impossible to move the CTA's date earlier - you have to change all of the task due dates earlier before you can change the master CTA date. When the playbook’s due date for the tasks is set to be the CTA due date, these should be editable together too.

8
sriram pasupathi
Gainsight Rookie
11 months ago
HollySimmons
All Star
HollySimmonsAll Star
shared in CS Product Ideas

All End-Users to Upload List of External Attendee's to Timeline EntryNot Planned

We run large trainings and webinars on a company-by-company basis and it would be really useful if the CS team could upload a CSV/Excel file with the attendee’s email addresses and that associate the Company Person to the timeline entry as an external attendee. 

7
Chirag
Gainsight Rookie
11 months ago
andreammelde
Golden Ruler
andreammeldeGolden Ruler
shared in CS Product Ideas

Context ID on Timeline Activity Editable via Rule EngineNot Planned

The Context ID is not editable via Rules Engine, however this would be super useful to have editable when generating Milestone timeline entries. This would allow us to associate to success plans. For example, we want to generate a timeline entry when fields get changed on the Success Plan. This will allow us to see a history of changes in timeline which is easily shareable and trackable if the CSM needs to hand off the account.We currently generate timeline entries for some updates that are made, but since the Context ID is not an available field to load to we cannot associate the milestones to the plan

2
Chirag
Gainsight Rookie
11 months ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

TImeline: Allow ability to make Field visibility dependent on another field settingNot Planned

I’d like the ability to have fields appear in a Timeline entry during creation based on the entry on another field. For example - I could have a checkbox called Add Sentiment? and if checked, another set of fields would appear allowing end user to set sentiment details.  But if the field is not checked, then those additional fields would not appear.    

7
Chirag
Gainsight Rookie
11 months ago
L
Gainsight Rookie
LoLockGainsight Rookie
shared in CS Product Ideas

Assign an email as a task with gmail widgetNot Planned

With the Gainsight Widget, it would be very valuable if there was an option to mark an email as a task in Gainsight.  As a workaround, I know I could add the email as a Timeline activity, then go in and edit/add a task from there, but it’s a clunky step and I find I don’t do it half the time when working through my emails.A potential simple solution “when checking the box to add to timeline” if It simply had a follow-up prompt that asked if there is a task associated with this, and I could mark yes, then at least it would add it to the Cockpit for follow-up later.Bonus points if that checkbox allows a field for me to include the action needed, as well as the ability to select a date.

2
Chirag
Gainsight Rookie
11 months ago
A
Team Captain
aparimalaTeam Captain
shared in CS Product Ideas

Automatically add internal attendees to the at mention in the timelineNot Planned

When adding customer call notes in timeline, we need an ability to automatically send the notes to all internal attendees.If we had an option to allow automatic addition of all internal attendees to the at mention automatically it saves a step.For Admins if we can selectively configure this automation for particular activity types - even better!

2
Chirag
Gainsight Rookie
11 months ago

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