CS Product Ideas
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Team,When we add a new custom boolean field on the CTA task layout, it is appearing as a dropdown menu with options of None, True and False. We do not see an option to make this a checkbox. Can we implement this future in roadmap?
Ability to edit a program name once activeAcknowledged
This may not seem like a big deal but as we grow and revise our publishing standards, it would be so helpful to be able to edit the name of a program that is active. Yes, we can create a clone with the new name but we then lose the history of the participants.
Edit CTA type directly in CockpitAcknowledged
Thanks Lila. Can we consider enabling end users to change the types of CTAs that they created? Note: This conversation was created from a [url=https://community.gainsight.com/gainsight/topics/how-do-you-change-a-type-of-a-cta-after-it-is-created/replies/18330747]reply[/url] on: [url=https://community.gainsight.com/gainsight/topics/how-do-you-change-a-type-of-a-cta-after-it-is-created]how do you change a type of a CTA after it is created?[/url].
Recently (possibly with the switch to HA reporting), the report builder has started automatically adding outside parenthesis to filter logic statements. This is unnecessary, and when I need to add specific subclauses I have to go in and clean it up. Example: A AND B AND C is saved as (A AND B AND C) - the parenthesis don’t serve any purpose. I would like to add a D OR E subclause to the logic. So I put the new filters in place, and need to end up with A AND B AND C AND (D OR E). I’ve got to go clean up the automatically-added parenthesis, which never did anything anyway. It would be more convenient if those weren’t added in the first place.
We can create Success Plans using rules. We can close Success Plan objectives using rules. But we can't close or change the status of Success Plans using rules. I think having the ability to close Success Plans using the rules engine would be beneficial. We could close the success plans based on specific usage data or healthscores, we could automatically close success plans if a client decides to cancel, we could change the status of the success plan depending on certain fields we build out, etc etc. We can use rules to create success plans... it makes sense for us to have the ability to close success plans using rules as well.
Good Morning- We've received some feedback from our CS team that manually creating a CTA is too click heavy. Our CSMs have requested that they have a list of all playbooks available when manually creating a CTA and have the CTA type (Risk, Expansion, Lifecycle, Activity) pre-determined by the admin team and pre-programmed to populate. Having to figure out what type of CTA you want to create to see the playbook you want to use is confusing and driving down our adoption of Gainsight. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/AddCTA-a3906b36-4511-40da-98f1-26d9d8ef75a3-258357878.png[/img]Thanks -Jim
admin permissions - more granular permissionsAcknowledged
During an onsite with HPE, the request to have more granular admin permissions per user has come up. As we are having a configuration across different use cases and business units working on different relationship, there is a requirement to have "limited admin" role for people who can only change configurations for specific relationships, or only carry out specific actions (e.g. only create reports, only create CTAs but disable other actions in the rule engine, etc.)
Feedback about BCC Email to Timeline featureAcknowledged
The new functionality released recently is helpful but I have feedback regarding this feature to improve its flexibility. The idea of emailing meeting notes into Gainsight has received great feedback but we are facing some challenges into its adoption 100%. The reasons are its limitation around the following: 1. Our Team uses a project management software and we are running into technical challenges into emailing meeting notes from this app into Gainsight. The workaround is to send an email to user's personal email and then forward those meeting notes to external and internal recipients. This is adding overhead and involves same amount of effort as copy/paste meeting notes in Gainsight 2. [b]Email Activity Type:[/b] Our Timeline activity types are added based on the milestones within customer journey. When we send an email to gainsight, all such interactions are added into Gainsight as "Email" activity type irrespective if it was a kickoff call meeting notes or Busine
Date filters in Rules EngineAcknowledged
It would be nice to have a date filter with in the rules engine that will enable me to filter like the filters in the report builder. ie current year, last year and this year etc to compliment the ones that are already there. I am trying to set up a CTA but only for data emantaing from a Current Quarter
Question. Is it possible to report on the "Drafts" in Timeline by User? [Email to Timeline]Acknowledged
Hi everyone! I'm currently loving email to timeline, as it's helping us ensure that we're getting communication into the system! But we're running into users that aren't exactly staying up to date on reviewing their 'Drafts' in Global Timeline. So, I was wondering how are others managing the ensuring that their users are reviewing their 'drafts' sections? Ideally, I would like a report that the managers can review to speak with their teams - but I'm not finding where that would be stored... As always, THANK YOU! :)
When creating a CTA for Risk, we want to be able to notify the Account Exec when the CTA is created. We typically use chatter for a manual reach out, but would like to @mention the AE in chatter at the point of CTA creation. This allows the AE to be more quickly prepared when they have the conversation with the CSM. We’ve tried putting @mentions in the comment section of the CTA rule, both with and w/o using tokens. The text shows up in the comments as expected, but the @mention doesn’t link. @meenal_shukla FYI
I have created a data designer dataset on Success Plans with 3 date fields: Plan Last Modified Date, Associated CTA last Modified Date, and Timeline Last Activity Date. I need to compare between the 3 fields to find the MAX date of the three columns. The idea is that this is the true “last modification” date of the plan, as we consider modifying a CTA or Timeline to also be working a plan. Has anyone had success comparing dates between columns? I have the max date within the column itself figured, now need to compare between the 3
Inbound Email User ManagementAcknowledged
I am sure I’m not the only one rather annoyed by the fact that Inbound Email users, I.e. those who are able to use the BCC to Timeline function, are a) managed in an entirely separate section rather than right within User Management, and b) cannot be added by a CSV or at least selecting multiple users. It would be amazing if this were just an easy “checkbox” within User Management.
Is there a plan to add more objects besides Account and Customer Info to the Attributes section of C360?Acknowledged
Right now, I am only able to add fields to the C360 page that are from the account or customer info objects. This is really limiting and in turn requires the team to go back to SFDC for certain pertinent information. I can't rely on putting everything into an embedded report. Is there a plan to allow you to add more fields outside of these two objects?
Posting on Behalf of a customer. Its found that given a timeline post with an attachment. User is not able to later make a report on those attachments via GS Report Builder on "Activity Timeline" MDA Object. Please make that available for use.
Flag/Star Important Timeline ActivitiesAcknowledged
Hi all, One of the AMs asked if it’s possible in Gainsight to add a “Star” or “Flag” to Important timeline activities (similar to Gmail features) so that those entries/activities can be referenced later while scrolling through timeline. Thanks,Jasmine
Timeline: Task InteractionAcknowledged
Would be great to be able to interact with tasks more in Timeline. So, currently, I can only mark a task as completed. Would be great for that section to expand and show the current fields on the task so that more info could be included without having to leave Timeline. Example: We have an activity type for Training. One of my follow up tasks for for a completed training is to check on usage a week after the training. I would like to be able to add a description of what that usage looked like as well as marking the follow up as completed.
Uncheck Send Separate EmailsAcknowledged
Current functionality does not allow you to uncheck the 'Send Separate Email to Recipients' if a token is being used. We would like to see this only come default on if a Contact Name is used, or if a survey is being used. Currently we are only tokenizing the Account Name in the Subject of the email, but nothing else. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180426-77240-1ybbekn-Snip20180426_53_inline.png[/img]
Success Plan Active Date-Based Due DatesAcknowledged
Hi folks, I would love to see some functionality supporting the assignment of objective category templates and associated playbook dates being related to the Success Plan active date, rather than the date that the template was assigned (which in our case is when the SP is created, and the status is still in Draft). Our use case for this particular idea is related to Onboarding Success Plans.Since the launch date of the customer (i.e. the SP Active Date) can be several days after the SP creation date (typically the day after the new opp close date), it is quite tedious to manually change the objective due dates, or to suggest to the onboarding team to assign the template themselves, especially since some of the objectives and associated playbooks begin to take place prior to the launch date.
The goal of a Customer Success tool such as Gainsight is to bring a holistic view of the customer and overall engagement together. Unless I've missed something, right now I see a disconnect in having multiple resources working on an account using Relationships. There needs to be a way to unify Success Plans, allowing you to create a Relationship-level CTA as part of the Customer-level Success Plan. This would allow a CSM working at the Customer level to assign CTAs as part of a Success Plan to resources that own a particular relationship but still have it live as part of an overall account plan.
Need for CTA Permission SetsAcknowledged
Right now there is no way to add permissions to CTAs. Without the ability to lock down the permission to delete a CTA, setting any sort of performance metric based on CTA success rate requires quite a bit of auditing because CTAs can be deleted to artificially inflate win rate.
Currently we track objectives through the success plan but when looking into the Timeline we cannot see objectives listed. Would like the ability to track the Success Plan Objectives and be able to post objectives form the timeline to the Success Plan.
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