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Advance Outreach custom mappingDeprecation Planned
Good morning all, I've been working on Advanced Outreaches with a customer and I've learned a few interesting "gotchas" while doing some troubleshooting. One of the big ones involves the use of custom mappings in the participant list. In our use case, the user wanted to custom map the "TAM Email" and use it in the "To:" email address in the escalation email. In the standard mapping, there's not a field for "TAM" or "CSM" email, and so the user's though was that it would need to be custom mapped. What we learned was that when we custom map an email-type field, it's output is actually a string-type field, which prevents us from using it in the "To:" of the escalation email. The workaround is to map the standard "Manual Email Address" to "TAM (Primary) Email" and use "Manager Email" in your "To:" field, but I can definitely see how this would cause confusion for users. (see screenshot). [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170627-59592-6e
Reccuring/Real time CTAsUnder Consideration
Today, we run CTAs 3 times for things we want our CSMs to be on top of more frequently (NPS detractor score, a health score dropping, etc.). However, sometimes this results in the same CTA being created over and over despite our "unique rules." This is happening when the CSM closes the first CTA before the next rule runs. What are the plans for real time recurring CTAs that are not 3 separate rules? Additionally, I know you have a manual "set to recurring" button in Cockpit, but are their plans to add this to a rule? Example, I create a rule and I want it to run every 90 days after close (like a performance review). Today I get around this by creating that CTA + 90, + 180, + 360 but that doesn't scale past a couple years.
S3 Data Ingestion Job and Advance OptionResponse from Customer
S3 ingestion jobs are very helpful to automated upload to MDA and I feel following enhancements will add more value 1. Allow truncate option before loading data - 2. Allow building dependency between S3 ingestion job or 3. Allow either calling S3 Ingestion job after load is completed.
Timeline in CTAImplemented
HI, Having the timilene update from the CTA is a great idea. But, here is a thought. When you click on the CTA, would it be possible to move the "Timeline" tab to the end and have the "Call to Action" tab at the first. I think the focus here has to be on the CTA and Timeline update should come next. Thank you
Adv. Outreaches: Publish should be renamed to run now or show a popupUnder Consideration
In advanced outreaches, I think the publish button needs to either be: A: Renamed to run now. B: Show a popup after clicking it confirming that you want the advanced outreach to send to currently loaded participants.
Objectives removed for C360 CockpitImplemented
Our teams use Objectives slightly different than the intended use, and removing them from the C360 cockpit is causing some challenges on our side. Was thinking it might be good to have an option of what types of CTAs should be shown in the Cockpit versus somewhere else that the Admin could configure. I'm thinking a checkbox that would just tell the system to include/exclude from C360 cockpit. Happy to share more details of our use case for Objectives if it will help.
Customizing the "Customer Search" boxUnder Consideration
I have a customer request to be able to limit the customer search box to just Global Ultimate Accounts. They have multiple subsidiaries and children accounts with similar names. When searching into this box, the user could never pinpoint the specific ultimate within the massive amounts of results. They have a global ultimate field in SFDC so my thought would be to allow a filter on that box to just (for example) look at Global Ultimate != Null. This could allow for other customizations to this search.
Actions off of Stage ChangeWorkaround Available
I'm seeing more and more that customers look to create CTAs off of stage changes in Gainsight. This is both for Customer and Relationship level. I feel that we should productize the ability to automatically create a CTA (and maybe do other actions) when these changes happen. There is a limitation in the product today where you can't use old value and new value fields in rules engine from SFDC history tracking objects. There is a workaround by copying the old value to another field but this is extra work for something that a very high amount of customers do. Note that this also shows the need for a standard stage and status field on the Relationship object.
Why am I not able to update fields in the MILESTONE object?Under Consideration
I need to insert a value in a field that sits in the Milestone object (a managed object), through a rule in Gainsight, but that object is not visible in the list (where we usually have Account, Contract, Contact etc). The Load to Milestone Action Type is not useful, because I do not want to add a new Milestone, I just need to add data into another field for the milestones I already have. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160915-76841-1ugpg85-Milestone_field_to_update_inline.jpg[/img]
True Read-Only Account WidgetUnder Consideration
Currently, our Account Widget operates under an Admin permission level. We recently restricted the ability to add new accounts from that widget but I'd like to see if we can take this a step further and restrict any "create" access from the widget. I have a customer that currently has users that have access to the Widget but they do not want those users to have the ability to create CTAs or Success Plans. Currently we can't limit this and it is causing concern that things may be created erroneously. Is there anything on the road map that might help address this? Thanks, -Tom
Save warning when updating fields on CTAUnder Consideration
I think it would be a good idea to add a warning when a CSM is in 'edit mode' on a CTA (they clicked the pencil) and then try to navigate somewhere else before saving (selecting the check mark). Right now, they can navigate away without saving their updates and nothing notifies them that their changes were not saved. Since it's not extremely obvious when you are in edit mode and the check mark gets lost at the very top if you have to scroll down, I think the warning is necessary.
How to update additional fields when closing a CTA via rules engineUnder Consideration
I am using rules engine to close relationship CTAs that are open beyond X days to set the status as 'Closed - Clean Up'. Along with this I would like to have another custom field on CTA to be updated as 'No Progression' . Is there an option to set additional field updates while closing CTAs using rules engine?
Ability to manually create reoccurring CTAs in Cockpit Per UserWorkaround Available
We've recently encountered some scenarios on our team where CSMs would like the ability to manually create CTAs specific to their user name, but not tied to any specific account. Rather than setting a reminder in an external calendar, this function would allow them to set reminders via Gainsight. It think I've seen it mentioned in other posts that a Gainsight/Calendar sync would be amazing so this is likely a continuation of that request. One specific use case is a reminder to pull together necessary items - reporting & decks to complete any upcoming QBRs. It's difficult to do an auto fire for QBRs because they don't occur on any specific schedule across accounts. We came up with a work around where we fire a CTA for all accounts called 'QBR Pre-work Reminder' that just sits with a far out future due date and then made a custom view for them in the cockpit so that any time a QBR was scheduled, they CTA would just be sitting there waiting. Wondering if anything else has done any
Add Owner ID to Success Plan Data SpaceUnder Consideration
Right now, the Success Plan Data Space that's available out of the box only has Owner ID name available but not Owner ID. Because we cannot modify out of the box Data Spaces, I had to copy the Success Plan data space for my customer in order for them to be able to dynamically filter on Owner ID = Current User. At the very least, I'd like to see us add Owner ID to the Success Plan data space, but it would be even better if Admins were allowed to add fields to pre-built, out of the box Data Spaces. Thanks!
[Feature Request] Allow NPS Gauge Color Scale Be Modified.Deprecation Planned
Posting on behalf of customer. Currently the gauge looks like this. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170613-129152-1pr0go9-image_inline.png[/img] It would be nice to allow modification to the scale so the green can start at 30 to 100 for example instead of what it is now, which can't be changed. Use case here is that an organization has different parameters judging whats considered green for NPS , same concept with scorecards where a green color covers a set value range.
When adding a case from c360 and clicking "Save & Close" show me the case instead of jumping back inImplemented
Currently when a case is created using the c360 "Add" button when I click "Save & Close" it closes the window and if I want to see the case I have to go back to the case report and click on the "eye" to view it. Instead it would be nice to just keep me on the case page and show me the case I just created instead of closing the window out and jumping back to the c360. When we create a case we usually start working it and it is just another step to have to go find it again in the c360.
Require comments on survey questionsImplemented
I want to be able to require customers to comment on survey questions. You can check the checkbox to "allow comments" but I want to be able to allow and require. Use case: If a customer gives a low NPS Score or CSAT score, I want to know WHY. I know that you can create a completely new question and link out, but its a cleaner UI to have the comments right below the question.
Email and Name need to vary with varientsUnder Consideration
I built out a powerlist and an email template and want to (essentially) do a high-touch/low-touch variant. For the high-touch version the email should come from the named CSM, whereas for the low-touch we would use a standard email (customersuccess@) and name ("Customer Success"). But when configuring the outreach, those settings are common to the campaign. The workaround I can see is to create two power lists and two outreach campaigns with the right filters. But, at least from my perspective, that's not ideal. Love any ideas on how others are handling this!
We've researched the common reasons for a low survey response rate and compiled them within the document "Reasons for Low Survey Response Rate" which is linked below. In addition to listing these common reasons, we've also suggested solutions to these problems that can be achieved within the Gainsight product. Please feel encouraged to comment with any suggestions you might have for this list. We will do our best to apply any feedback you might have. [url=https://support.gainsight.com/Product_Documentation/Surveys_and_NPS/Admin_Configuration/Reasons_for_Low_Survey_Response_Rate]https://support.gainsight.com/Product_Documentation/Surveys_and_NPS/Admin_Configuration/Reasons_for_Low_Survey_Response_Rate[/url]
Data Space Field column should have "add field" in the consistent placeUnder Consideration
This is a minor thing. But I was just working through a new data space and just moving my mouse down field to field... When a field can be for show or filter, the filter is on the right. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170612-98525-1csqnc0-1_inline.png[/img] But when it can only be for show, the show option shifts right. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170612-46331-548913-2_inline.png[/img] Since show is [i]always an option, if that was on the right hand side I could just work down the list in a straight line, shifting over for the limited number I want to use as filters.
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