CS Product Ideas
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I have a requirement where in I need to show the percentages of emails clicks and open rate of emails delivered through a program (AO Analytics object) and this is useful when representing them in Dashboard as the percentages speaks more than numbers. Even though we show them under Program analytics tab, but needs to report using report builder. Could you please advise.
Company Person Lookup in Success PlansAcknowledged
Hi folks, Currently, when setting up a Company Person Lookup on a Success Plan, we do not have the option to Display the name associated, since the Display Field dropdown option only shows fields associated with the object designated on the field’s lookup - in this case, Company Person - whereas the Name is on the Person object. Using the Person object for the field instead limits our abilities to Filter the field to only show results related to the Company. It’s kind of funny since the Search Fields allow for the associated object lookup fields to be used, so this seems like an oversight. Our workaround solution for the time being will likely be to create an additional Name field on the Company Person object that gets populated by a Rule. This can lead to many issues, such as time delay discrepancies based on the Connector and the Rule, as well as duplication causing reporting confusion by other admins. Request: allow Display options to show associated object lookup fields also, so
Log to Gainsight button always selectedAcknowledged
Hi Team, Currently when ever we use Chrome plugin to log emails to Gainsight, We will be having a check box button “ Log to Gainsight “ where we need to check that to log emails to Gainsight. Is there a way to get it checked automatically (i.e by default the check box is checked) Use Case : Most of the time customers are forgetting to check the check box and sending the email. If it is checked by default then they can avoid missing the emails to log to Gainsight. Please let me know your thoughts
Ability for Admin to Login in as a User in NXTAcknowledged
Currently, we (admins) are able to log in as a different user via Salesforce in order to troubleshoot but this is not a feature in NXT. We are planning on moving some of our users who do not need Salesforce licenses to Cloud only access which will vastly limit the amount of troubleshooting I can do on my end when end users have issues. It’d be great if this feature was available for super admins in NXT.
Make it easier to remove duplicate valuesAcknowledged
There are often scenarios where I need to help a customer remove duplicate values in the MDA for some reason or another. It’s not an easy or repeatable process. Would it be possible to make something like this more embedded in the product, similar to how Microsoft Excel has a one-click button for removing duplicate values in a table?
Ability to update multiple timelines at once?Acknowledged
I have over 40 clients in GS and often make an update to multiple client sites at once. Is there a way to mass update the accounts in GS with the changes made? We are encouraged to keep notes in GS for our clients but if I have to go into 40 Timelines to post the exact same update, it is ridiculously time consuming. Suggestions?
Shared Success Plans: would it be possible to allow external users the ability to create/edit shared success plan items?Acknowledged
I have been talking to a customer (ContantSquare) about shared success plans. They wanted to see if it would be possible to allow external users who have success plans shared with them to be granted the ability to edit and possibly create tasks within the success plan. Is this something that is being considered on the product roadmap, or would granting external users write access present unforseen security concerns?
Queries as Exclusion ListAcknowledged
If Journey Orchestrator is moving towards allowing for Bionic Queries to be created outside of a Program, I'd like to request that BQ can also be used as an exclusion list. Every program I run, I have to include a dataset task that looks for anyone that already entered that program in the last 180 days, then merge it, then transformation task the results. Every. Program. It's really not intuitive to build exclusion criteria into a query. It's an extra step that would be much easier to solve for if I had a separate query 'Entered Progam in X days', and then select that list under exclusions (which is how any other email tool works).
I have seen older similar requests and questions on the forum that don’t quite answer my question. I have also (unless my mind fails me here, not out of the realm of possibility) actually seen this done before but I can’t think of how. Here are the details: I have a Transactional Survey and program triggering on a case closure. The cases are SFDC objects My context id can be either Case Number or Case ID (I have tried both) In reports, I want the report viewer to be able to click on the Case Number and be taken to the SFDC case, similar to how the Account Name is a link taking you to the appropriate account page I have currently been reporting on the Flattened Survey object (MDA) This is in a production not sandbox environmentCurrently, the case number only shows up as a string. I don’t know if when I saw this implemented before that the SFDC case object was imported into a custom MDA case object. However, I’m wondering if there is a solution out there not involving doing that, but I’m
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
Set Display Name for Reports in DashboardAcknowledged
We have a number of different dashboards which ultimately have the same types of reports on them, but for different filters. I’d like to have the names of the reports which are shown on these dashboards as simple as possible, e.g. “Customer List”, “By Health”, “By Stage” but I cannot save multiple reports with the same name (to satisfy each dashboard view) so have to instead add extra information which is not needed in the dashboard view (as that’s implored via the dashboard name itself), and can often mean that the names for widgets are cut off due to the length. Ideally would be able to set a different display name for the report on the dashboard itself.
JO Email Templates - font libraryAcknowledged
Hello, Are there any plans to introduce more fonts into the Email template builder in JO? It would be great to have a wider choice than the preset nine. Something like handwriting or more creative fonts - appreciate not all fonts can be easily read by the many email software people use these days but more choice would be great.ThanksKaterina
Looking at our Scorecard Mass Edit report it appears as if all scores are trending flat. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/mass-60393629-dc2f-4d47-9a76-d74557ed21d2-281348143.png[/img] I read in [url=https://support.gainsight.com/Scorecards/02Scorecards_2.0/03User_Guides/Understand_Scorecard_from_360_section]this document[/url] that the trend indicator is looking at the Current Score and Previous Score to make this determination. Looking at a sample account, I see the Current Score and Previous Score are the same thing: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Company_Object-d1ad68d0-7e42-495f-b5d5-93819b19eed9-1920104508.png[/img]Apparently this is because the scorecard updates the Previous Score nightly: [i]"On the first day of the current week, the most recent Scorecard bar shows previous week’s score. For the rest of the week this bar shows the closing score for the previous day, which was recorded when the Schedu
Send Email Templates from TimelineAcknowledged
I know you can email timeline entries, and that you can send an email from cockpit, but our CSMs want to be able to send an email template from timeline. Many of the templates we make available to send from cockpit don’t warrant the creation of a CTA but is something they’d likely send based on a timeline entry. CSMs are more likely to adopt sending email templates if it was possible from timeline.
Currently in Gainsight, there are a couple rollup fields that are available out of the box (open cases and open tasks). Rolling up number of records is a very common use case as most CSMs would like to see things like: Count of Escalated Cases Count of Open/Won/About to Close Opportunities Count of Contacts Count of completed Surveys And many more… These are simple use cases to solve for but within Gainsight, you currently need to build bionic rules to count these records. Building rules for this is a bit cumbersome and also leads to a 2 hour delay on the counts. This provides a less than ideal solution for clients who want to see realtime counts and not have the data delayed. Within other systems, admins are able to create roll-up summary fields to easily count records. Is it possible to get a solution similar to what is provide in tools like Salesforce so that its easier for Admins to create these roll-up fields and also have the calculation run in real time so tha
Quip Features within GainsightAcknowledged
Had a great call with Konrad at Micro Focus this morning and he showed me several ways that his team uses Quip that would be wonderful inclusions into the Gainsight Platform, specifically in the Timeline. Examples of this include: External @mention functionality Ability to export to PDF and either print or attach documents Ability to use excel type functionality in the platform Integrated Calendars
Email Logs to Email Log v2 EquivalencyAcknowledged
Incoming wall of text - Email Assist 2.0 (formerly known as Email from Anywhere) starts a countdown on the life of the MDA object Email Logs. Meaning, asset/process referencing that object will need to point to Email Log v2. This post has a couple of requests for Gainsight @andutta or @Cornelia some help getting this to the right people please :)). Below is a table of what I have mapped so far. While most of the fields are pretty self explanatory, I thought it would be helpful to map the fields from one object to their equivalent in the other, for easier reference. Note that I’m not 100% on all of these. My requests to Gainsight are:Can someone from Gainsight validate/correct the below table? If in the meantime anyone from the community wants to contribute with a confirmation, correction or addition please feel free to do so and I will make updates when I can. When a new object is made that duplicates some or all of an existing object, can this type of table me made published and avail
Ability to Clone CTAAcknowledged
It would be helpful to have the ability to clone CTAs. For example, on our team each CSM manually creates CTAs so that we have visibility into when customers are launching various modules and when we have blackout dates aligned with new product release. It would be great to be able to clone a CTA so that we are not manually inputting the same information with each CTA creation.
Seems across the product if we make a picklist value inactive it will still show in the dropdown but grayed out. This request is to have it not show at all. The below is in NXT when adding a field to the CTA object that references a drop down list. When I add that field to the CTA view, the inactive values still show.
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.
How can you show 0 in a report on dates?Acknowledged
We have reports created to show the due date of specific CTA tasks grouped by week. However if there are no due dates for that particular week, the graphs skips the date. We want to be able to show 0 for these dates rather than have it skipped. Is it possible to require this on graph setup? I tried with both line and bar graphs, and both skip the 0 week
It seems like there is no way to swap a conditional wait for a wait timer without having to delete everything that comes after that part of the program. This is also true for an email or CTA. Knowing how the needs of customers and our interactions with them evolve, it would be a nice UX improvement to allow users to edit and adjust the flow of a program without having to recreate the entire journey. I'd like the ability to delete or swap a conditional wait for a wait timer and the ability to swap or add a new step into the program that isn't the last step.
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