CS Product Ideas
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Scorecard - Increase Character Limit on Grade SchemaWorkaround Available
Currently GS has never handled scorecard for color blind people very well. Multiple ideas have been thrown around. However, if the character limit for the Grade schema could be increased from 2 this would solve the use case. This would give you Colored Text Note, I got the full word Green in there by adjusting the HTML code. Obviously not something that should be done. But, I was just testing to see if it was possible and what would happen. It seems like the 2 character character limit is just some hard coded limitation that can be adjusted and then this would be a huge solve for it.
Allow Direct Rule Notifications to include link through SalesforceWorkaround Available
We’re on NXT but we require users to login via SFDC, including Admins.Would be a timesaver to allow us to change the Direct Rule Link in failure notification emails to the SFDC Login path, because today it is linked only to the NXT path:
Changing color pallete for each reportWorkaround Available
Is it possible to change color pallete for each report? We have reports built off of the same Field, but looking at different health groups of customers & it would be helpful if this could be reflected also in colors of the reports so that let's say Engaged customers are in green vs Caution customers are in orange.... [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Screenshot20190531at2-53-27PM-ee0e4c8b-5873-4923-8958-b99a7e3ffe64-1178289905.png[/img]
Horizon Analytics - Allow to embed Gainsight SurveysWorkaround Available
With the new embed tool, we can embed URLs to a Google form but it would be more helpful if I could imbed a survey I created in Gainsight. That way I can get feedback from CSMs as we roll this out and not have to rely on them logging into Google etc, and the information is better recorded in an object
Scheduling Success Snapshots 2.0Workaround Available
Is there anything in roadmap to enable scheduling in Success Snapshots 2.0? Most of my customers are asking for this feature as they want a customized powerpoint to be shared with their customers at regular intervals. We are right now doing this with Journey Orchestrator Programs but the limitation here is that we cannot add more than 5 reports and also it cannot be shared as a powerpoint presentation.
Adding Account Team Members through GainsightWorkaround Available
We are working on bringing more of our teams into Gainsight. In doing so, we want to streamline their workflows to be using as few of tools as necessary. One thing we need managers and teams to be able to do is assign Technical Project Managers and Project Managers to accounts. Currently, these are setup as lookups in SFDC. Because of this, I believe, we aren't able to change them from fields in Gainsight. We could write their name to a field in Gainsight, but we want to be able to trigger CTAs to them based on different factors on the accounts, and trigger emails to their customers. I'd like to do this without having to create 3+ custom fields for TPM and PMs in Gainsight (First Name, Last Name, Full Name, Email, User ID, etc.). Is there a way to be able to assign TPMs and PMs in Gainsight where we could pull the same information we are able to for CSMs?
Notification of non deliveryWorkaround Available
HiMy team use a lot of email templates in playbooks, however if the email goes to a customer with an incorrect email address we don’t get a non delivery from the customer through Gainsight. This could cause problem if we are trying to send them something important but it doesn’t reach them, we would never know about it. ThanksSonia
Providing Unique Survey URL's to In-app MessagingWorkaround Available
We are currently challenged with wanting to leverage our Pendo In-App messaging (with better response rate) to conduct NPS surveys while we are very pleased with the results in Gainsight. Ideally it was recommended that we provide a Gainsight survey link within Pendo, but alas, this is ONLY applicable for anonymous surveys. As an Admin, I was wondering if the following potential work-around is feasible: Generate send list via query for a “utility” Program in Gainsight Configure program so the “send to” is “bogus” or a utility account Query AO emails for the field “Survey Link” after email send record is complete Use the URL from the above step to associate to Pendo accounts via email address ID? Send link to In app users in Pendo Again, I have not inspected the survey URL per AO Email record yet and assuming it might be user-specific or custom? If not, any thoughts on maybe how to do this w/out anonymous surveys in the next month? Please? :)
Gainsight Sally Enhancement RequestWorkaround Available
Currently the Gainsight Sally feature is only available to those that have a full Gainsight license. It would be useful for the integration with Slack to allow Gainsight Sally to work in other slack channels where not all slack users have a full Gainsight license so others within the organization could see specific details on a company if someone with a full license posts something in the channel.Ie: People with a full license could create a CTA while also providing visibility to others who do not.
Timeline CTA TasksWorkaround Available
This might be just me, but we're looking at transitioning our team from leaving notes about a CTA in the Comments section to creating a Timeline post. My main concern is that we have time to close metrics on some CTAs, and when they create follow up tasks via Timeline, it attaches them to the same CTA. So, if I don't remember to close the CTA before adding my follow up tasks, my time to close for that CTA will keep on ticking. I was thinking it might be good to still relate that post to the CTA, but create a new Activity CTA for the Notes/Follow up. That would mean multiple CTAs in the Cockpit, but still only one Timeline post. Not sure that's the best solution. Any suggestions on how to best do this so it doesn't affect our metrics negatively?
Allow STRING field to write to PICKLISTWorkaround Available
Most ETL tools allow you to use the SFDC API to write a STRING or TEXT type field into a PICKLIST, where the value will write over if it finds a like match, or will just not write the value if it does find a match. I'd like to see what we can do to make this happen in our Rules Engine. If I have a STRING field in the MDA, and I need to write that data to either Gainsight or SFDC, and one of those fields on the object is a picklist, i have to create one action for each picklist value and use a combination of + CUSTOM FIELD and CRITERIA to get that value to write in. This is inconvenient, especially for one of the customers I am working with where they have 5 picklist fields. Each picklist has anywhere from 4-8 values, so at a minimum I need multiple rules and multiple actions to manage this. Looking for thoughts on this!
A/B Testing for CopilotWorkaround Available
We are looking for an easy way to split a power list in half to send a message to one sub group and a slightly different one to another sub group to compare the results. Of course, we can set up a flag and populate it. I am just looking to see if we can do it easier than that. Is this something we have considered as a feature for copilot?
Rules: Not in joinWorkaround Available
It would be really helpful to have an option to exclude from a join. This is intended for “exceptions”. Right now, I have to do a full left join and then a transform to get this. It would be great to be able to do this in one step. SQL example:select * from TABLE_1where Unique_ID is not in(select Unique_ID from TABLE_2)
BCC from Timeline - Search account via email not just company nameWorkaround Available
It would be an amazing feature if when BCC’ing an email from the Global Timeline that you can search via the customer email, not just by company name. This would make it so much easier and save a lot of time when assigning the emails to the customer accounts.
Default User to Send FromWorkaround Available
Hi All, We only have our CSM’s covering a portion of our customer base however we have been requested to send emails via JO to accounts that do not have a resource assigned. This has caused us some pain due to the fact that we don’t have the ability to send via the CSM if it is present or send as a generic user if it is not present. We would like to have more flexibility with this similar to a default value in an email template. Our workaround for this is to create multiple journey’s...but definitely more work on us. @asmith , @alanclos
Ability to add a value to the Status Field on MDA Relationship ObjectWorkaround Available
Have the ability to add a value to the Status field on MDA Relationship Object. There are so many more values that describe the status of a customer then active, inactive. Since we have more values we are now stuck creating a second custom Status field just to accommodate.
Allow option to update S3 dataset task configuration without editingWorkaround Available
I’m glad we allow editing of S3 dataset tasks, but I’d like to see us take it a step further and allow the option to edit the configuration without needing to have a file in the S3 bucket. It gets very tedious to have to upload a sample file, then delete it just to make a small change in the configuration.
Advanced outreach skip email in a chainWorkaround Available
I had a customer with a use case where they wanted to skip an advanced outreach email step in an email chain if the variant does not match. Right now, if the variant does not match they get dropped before the AO even starts. There is a setting that allows you to send the default template if there is no variant match however in this case they would like the AO to skip the email and move along the chain.
Rule Concatenation - add commas or spacesWorkaround Available
When you concatenate in a rule right now, it makes it one long string. When combining multiple fields you often want to have a space or a comma to make it a list. It would be great to be able to add spaces or commas between the fields that get concatenated
Exporting CSV files from report builder in different locale other than USWorkaround Available
Hi team, One customer requested for exporting CSV files in user locale. Currently we are exporting the CSV file based on US locale. However, if the user is using different locale, for example shown in google sheets the data exported would look totally different deviating from the expected export data:Please consider this enhancement to provide the user to chose or select different locales for exporting the data from gainsight.
AE Custom Drill Down - Group byWorkaround Available
Can we have group by feature in AE for the drill down section? It is quite useful when we want’s to view records which are related to selected section rather than showing all of the records in the drill down.Use Case: For example if I have four groups (A, B, C, D) and 20 features of these groups. out of these 20 features 5 are the part of the group A and 5 are the part of the group B and so on. Let’s say when I select group A so in the drill down I should be able to view only those 5 feature that are part of group A and other features which are not part of group A should not come in the dill down. I believe as of now group by functionality is not available in AE drill down. It will be quite helpful if we can have group by in AE drill down.
Success Plan Templates - Ability to change success plan type or copy to another typeWorkaround Available
Is there a way to apply a Success Plan template to multiple Success plan types? Or even change the type after added? I am finding it difficult to move things around as an admin and and end-user after something has been created. For Example: I have multiple success plans and one of the templates for success plan type 1, I'd like to also have available for success plan type 2. Is this doable? Or an enhancement request?
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