CS Product Ideas

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5994 Posts

seth_schroeder
Gainsight Employee: Team Captain
seth_schroederGainsight Employee: Team Captain
shared in CS Product Ideas

The Rules Engine should recognize tokens within HTML versions of SFDC Email TemplatesUnder Consideration

When sending emails through the Rules Engine, currently a token has to be present within the text version of a SFDC Email Template for the Rules Engine to recognize it fas an option for Field Mapping. This functionality should be expanded to include tokens that are only present within the HTML versions of SFDC Email Templates. This would offer more flexibility when using templates with tokens that are part of embedded links.

2
ben
Champion
5 years ago
heather_hansen
ACE
heather_hansenACE
shared in CS Product Ideas

Customers tab Views: Additional FieldsNo Status

It would be great to be able to fields to views in the Customers tab that didn't live on the Account or Customer Info. For instance, we have some custom delivery pages that are custom objects in SF that we would like to be able to add to that view. Anyone know of a way to do this other than also adding them as fields on Customer Info or Account? And if not, I would suggest that you be able to add fields from any SF object that GS has access to. Thanks!

4
heather_hansen
ACE
5 years ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Co-Pilot: Provide ability to schedule Outreach to run based on TimezoneAcknowledged

We've run into an issue where we are needing to schedule outreaches that run in an alternate Timezone so that we can prevent emails from being sent on a weekend in that timezone. As it stands now we can only A) Schedule an Outreach to run every night (eastern time) which would ensure an email could be sent during business hours but we run the risk of the email being sent on a weekend, and we don't want to set expectations in that regard. B) Schedule a separate outreach to run every night only for 5 days per week which becomes a management nightmare It would be helpful to have intelligence built into the outreach that could help us only target recurring emails to a particular region within their timezone, in a scalable fashion without a lot of administrative overhead.

6
E
Gainsight Rookie
3 months ago
josh_grigone
Gainsight Employee: Veteran Rookie
josh_grigoneGainsight Employee: Veteran Rookie
shared in CS Product Ideas

Detailed Data Load NotificationNo Status

Hello, It may be beneficial to have the Data Load notification present more detail in the emails being sent, such as Success, Failure, Partial Failure. As of now, users receive the below message, simply notifying that the data load has been completed, but does not show any success/failure details: " [i]Hello, [i]Your request to load data for the project "xyz123" has been completed. [i]View the execution history for more details. [i]Thanks,  [i]Gainsight Team [i]" [i] It may be beneficial for users to see something to the effect of:[i] [i]Hello, [i]Your request to load data for the project "xyz123" has partially failed. [i]View the execution history for more details. [i]Thanks,  [i]Gainsight Team [i] Thanks!

2
kyle_handley
Gainsight Rookie
4 years ago
trevor_shand
Gainsight Rookie
trevor_shandGainsight Rookie
shared in CS Product Ideas

Delay an automated scorecard update if a manual update was doneImplemented

We have several scorecard metrics that are updated automatically that, on occasion, our CSM find a need to manually update. For instance, the number of support cases. The rule is set that under 10 cases is green. But if the customer is unhappy with case resolution, even if the number is low, our CSM will set it to red. The issue is, next time the rules are run, they override the manual edit.  Can we get the ability to have the rule check for a manual update, and if there has one been done in say the last week, it skips the update this time? Thank you. Trevor

5
dan_ahrens
ACE
5 years ago
elizabeth_adams_c593ee
MVP
elizabeth_adams_c593eeMVP
shared in CS Product Ideas

Rule - Create List ActionImplemented

When I'm setting up a rule, I like to make sure the criteria is set and I'm getting all of the right people before I add an action. Even though, the rule won't do anything until it's flagged as active, I would rather not add the action to have it send an email or update records until I've confirmed the rule is functioning as it needs to. Sometimes, i need to see a few days of execution to confirm the logic. I can't save the rule without adding an action and really, the only action I want to take at this point is to create the list.

9
sai_ram
ACE
5 years ago
michael_sweeney
Veteran Rookie
michael_sweeneyVeteran Rookie
shared in CS Product Ideas

Adjust the way tabs are named.Implemented

Customer would like a way to adjust the way tabs are named within the browser. He believes it would be more helpful to see the tab instead of showing, 360 View ~ SalesForce, to show an Account Name to save time with numerous tabs open.

11
scotty
Gainsight Rookie
4 years ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Rules Engine: Add an "edit rule" option to Rule ChainsImplemented

When the preview rule option was added (which I love!), this seems to have eliminated the ability to edit a rule from within a rule chain (unless I'm overlooking it?) Would be nice to either add an Edit Rule option from within the Rule chain itself.... [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160926-86154-1u0rf3w-image_inline.png[/img] or from within the Preview screen  [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160926-102750-175iai3-image2_inline.png[/img]

2
gayathri_n
Gainsight Employee: Rookie
5 years ago
ben
Champion
benChampion
shared in CS Product Ideas

Can we update the wording of out run email notifications?Workaround Available

Right now outreach email notifications show you if the outreach was successful or if it failed. It also has the nice details section that shows who it triggered to, who received it successfully and who it "failed" for. I was hoping we could break out "failed" into two more accurate groups. First, true failures. Contacts with incorrect or inactive emails, or some other actual reason that it failed. The second group would be contacts that were "excluded" due to the frequency criteria set in the outreach. This would help me cause now I might see that it "failed" to send to 9 contacts. In reality, it may have truly failed for some of the 9, but some may have just been excluded. This differentiation would be very helpful.

3
ben
Champion
4 years ago
nicole_alrubaiy
Gainsight Rookie
nicole_alrubaiyGainsight Rookie
shared in CS Product Ideas

Link to SFDC in Report (like on the CS360 Page)No Status

We have a report that lists a customer's support cases on the CS360 page, and we would love to be able to include a link directly to the case in that report.   Currently, we need to go to the Account in SFDC, navigate to the cases, and find that particular case, or search for the case in SFDC.

5
david_rogers
Gainsight Employee: Shoshin
5 years ago
elizabeth
Gainsight Rookie
elizabethGainsight Rookie
shared in CS Product Ideas

Option to Wrap Survey Response TextNo Status

A customer I am working with is interested in the option within Survey --> Analyze --> View details and Follow up to wrap text, especially comment text, for easy viewing of survey response information. I'd like to learn more about interest in this request.

1
praneet
Gainsight Rookie
5 years ago
jeffrey_coleman
Champion
jeffrey_colemanChampion
shared in CS Product Ideas

Don't Open in New Window from the c360 Customer SearchNo Status

Maybe I'm alone in this (I can accept that! ;-)... but I'd prefer the customer search box that is now standard on all the pages (thanks for that!) to [i]not open a new window when I'm on the c360 page. If I want a new window/tab I'm perfectly capable of using the existing browser controls to make that happen. 99% of the time what I want is to move to that new client. So I search, click, and then close the original tab. If people think browser controls aren't well understood or sufficient, how about either a) a little "new window" icon that people can click as an option or a user preference.

12
elaine_cleary
Gainsight Employee: Golden Ruler
5 years ago
karen_wooten
karen_wootenGainsight Community new member
shared in CS Product Ideas

Update Overall Health Score to "NA" Upon Customer ChurningNot Planned

Use Case: Customer A has a green health score but is scheduled to churn.  Upon any field update implemented via a rule, update the overall health score to “NA” and retain all the individual health scores that make up the overall score. This functionality would provide our CSMs with a more accurate health view of the customer just as they are about to churn.

2
abhishek_sivaraman
Veteran Rookie
5 years ago
seth_schroeder
Gainsight Employee: Team Captain
seth_schroederGainsight Employee: Team Captain
shared in CS Product Ideas

Task Sync Should Map to Custom Fields in SFDCImplemented

Currently the ability to sync tasks from Gainsight to Salesforce does not include the ability to sync fields to custom fields in SFDC. Adding this ability would be an excellent way to enhance this functionality.

4
lila_meyer
Gainsight Employee: Grand Slammer
4 years ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Reports: Include a "copy" option on reports in the repositoryNo Status

Would be nice to have a shortcut in the Reports repository view to quickly copy a report that can be subsequently edited (similar to how you can copy a rule in the Rules engine or Power Lists in Co-Pilot).   [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160923-11863-1y2uz70-image_inline.png[/img] This would save inadvertently editing an existing report and doing a save vs. save as.

6
reneehouse
Gainsight Rookie
5 years ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Reports: Include filter for reports not used in any Dashboard or CS360No Status

Currently I can filter for all reports that are Used In either CS360 or Dashboards (which is awesome!) Would love to see this extended further to show what reports are [b]not[/b] in use anywhere...this will help us be able to manage/preen our reports more efficiently.

10
samantha_braastad
Champion
4 years ago
marie
Gainsight Employee: Champion
marieGainsight Employee: Champion
shared in CS Product Ideas

Select multiple fields at once to add to a reportUnder Consideration

Today, I have to add fields to a report one-by-one. Would be awesome if I could multi-select fields to more quickly add them to a report.

10
reneehouse
Gainsight Rookie
4 years ago
nadav_shemtov
Champion
nadav_shemtovChampion
shared in CS Product Ideas

Rename risk CTA typeUnder Consideration

Posting this on behalf of the Dell-EMC ECD team:  Currently we can not rename the "risk" CTA type. We would like to rename it to "risk/issue" in our org.  Can you please introduce the ability to rename CTA types?  Thanks, 

3
H
Gainsight Employee: Rookie
4 years ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
shared in CS Product Ideas

Power Lists based on Contact-based Data SpacesImplemented

How's the product roadmap looking for Power Lists based on Data Spaces (that aren't Relationship-based)? I would like to set up a Power List to email all the folks who are detractors on our most recent NPS survey. In order to do that, I need to use a Data Space on the 'NPSSurvey Response' object, in order to hop to 'Survey Participant' to hop to 'Contact', so I can grab the respondent's first name for a token in the email template. (The 'User Name' field in 'NPSSurvey Response' is the respondent's first & last name, or their email address, which isn't colloquial enough for an email that will look like it's coming from our VP of Success.) Instead, I'm going to use a Rule based on the Data Space to generate CTAs with a Playbook that includes just one Email-type Task. Then I will log into Salesforce as our Vice President -- which I can do since I'm a Salesforce Admin -- and manually send each of those emails. Wonky workaround, and not scalable to large numbers of customers, which br

1
sundar
Gainsight Employee: ACE
5 years ago
michael_sweeney
Veteran Rookie
michael_sweeneyVeteran Rookie
shared in CS Product Ideas

A lot of unused space in the Summary tiles in CS360.No Status

CS360 Summary shows the Active Product Line(s) and then only displays information on 2 rows, though there appears to be space within the tile to support at least 1 if not 2 more rows

1
azhar_uddin
Gainsight Employee: Rookie
5 years ago
megan_hamby
Gainsight Rookie
megan_hambyGainsight Rookie
shared in CS Product Ideas

Adding criteria to Revenue BandsNo Status

We have CSMs in the US, UK and soon to be Australia. We want to dictate an engagement model by spend, however the revenue bands need to be a different spend amount per region (due to the ACV material amount being different in one region vs. another). The ideal solution would be to be able to add Criteria to the revenue bands. An example would be that our Community segment in the US is $0-50k USD, but $0-25k GBP in the UK. Is this possible? 

2
vadim_matusovskiy
Gainsight Rookie
5 years ago
heather_hansen
ACE
heather_hansenACE
shared in CS Product Ideas

Deactivate PlaybooksCurrent Functionality

Would be great if there was a way to deactivate a playbook. We're getting to the point where we need to do some clean up of our playbooks, and we don't want to delete them because a) we then lose reporting on them and b) we might need them again. Would like to be able to move them to an inactive state where they would still be there, but they wouldn't show up in the list when selecting one for a CTA, etc.

15
sriram pasupathi
Gainsight Rookie
8 months ago
niall_mcgrath
Gainsight Rookie
niall_mcgrathGainsight Rookie
shared in CS Product Ideas

Sponsor Tracking Search OptionNo Status

We are trying to use the Relationship Sponsor Tracking functionality but are coming across a problem ... There is no way to input a LinkedIn URL unless you have contacts associated to the relationship group(see attached example) We have also encountered this issue on a client level. There is no way to input a URL without clicking the track button beside a client (see attached). You need to click into the Track button beside a user and then search for a URL. The process is not very intuitive or user friendly. Is it possible to get a search option put in for both scenarios?? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160922-7438-17qtism-2016-09-22_12-36-03_inline.jpg[/img][img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160922-11055-1rpvio2-2016-09-22_14-35-13_inline.jpg[/img]

2
niall_mcgrath
Gainsight Rookie
5 years ago
max_hinze
max_hinzeGainsight Community new member
shared in CS Product Ideas

Report builder: MIN & MAX aggregation for date fieldsNo Status

Hej  Gainsight community, I am surprised that I cannot us a MIN or MAX aggregation on date fields when using the report builder.  Maybe I am just unable to find out how it actually works, or no one else needs such a aggregation on data fields when building reports & dashboards. But I would really appreciate to have such an option. Please, dear GainSight peeps let me know if there is a work around or, in case this is really not possible, if you have planed to add this function. Best regards, Max

15
phani_kumar
Gainsight Employee: MVP
2 years ago
niall_mcgrath
Gainsight Rookie
niall_mcgrathGainsight Rookie
shared in CS Product Ideas

Success Plans- Attaching external documentsNo Status

Success Plans are going to be a big part of how we use Gainsight. From speaking to our project manager, there doesn't seem to be a function to upload external documents to your success plan. This would be very beneficial when creating these as the text boxes are quiet limited when entering the description information. Ideally we would like yo attach an external document which our CSM's can reference when reviewing and editing the Success Plans.

9
sagan_sherlin
Champion
3 years ago

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