CS Product Ideas

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6067 Posts

heather_hansen
ACE
heather_hansenACE
shared in CS Product Ideas

Creating CTA - Task DetailsUnder Consideration

When manually creating a CTA, it would also be great if you could interact with the tasks in the same form. For example, we have a custom CTA type for Product Feedback with one task associated with it. So, today, the CSM has to manually add the CTA and playbook, and then, after completing that, go back into the task to complete some additional information. Would be great if they could do that in the same step.

5
manmeet_dosanjh
Champion
4 years ago
trevor_shand
Shoshin
trevor_shandShoshin
shared in CS Product Ideas

Sort by two columns on Customer TabUnder Consideration

Is there a way on the Customer tab to sort first by Overall Health then by revenue? So all the red health ordered by revenue, then all yellow by revenue, then green by revenue? Right now we are simply filtering to RYG in the Overall Health column then sort by revenue but it would be nice to see all together. Is there a way to do this?

2
ganesh_burle
4 years ago
josh_grigone
Gainsight Employee: Veteran Rookie
josh_grigoneGainsight Employee: Veteran Rookie
shared in CS Product Ideas

"Group" Filters / Reset Filters for DashboardsNo Status

Since only admins can build dashboards, the idea here is to have "Grouped" filters that can be applied and have users to apply/modify the filters within this filter group to reduce information accordingly. However, as a manager may want to filter down to individuals or different accounts etc. If they need to do that on a regular basis it can become a bit tedious. Therefore, If users could just use "Grouped", or Saved, filters under a certain Group Name and call them whenever needed this would come handy. Along these same lines, a general reset-all-filters-to-default for a given dashboard would be useful as well to start from scratch.  Thanks!

5
dale_parent
4 years ago
whitney_fershee
whitney_fersheeRegistered User
shared in CS Product Ideas

Ability to "poke" user or chat in CockpitImplemented

When in cockpit looking at a CTA with multiple tasks assigned to multiple people it would be nice if you could "poke" or chat with another user to get a status of that task.  It could be a gentle reminder that they have an open task.

3
lila_meyer
Gainsight Employee: Grand Slammer
4 years ago
kiersti_felska
kiersti_felskaRegistered User
shared in CS Product Ideas

opportunity linking from rulesImplemented

I have a rule that assigns a CTA when a new renewal opportunity is created.  How do I set the opportunity link on the CTA when it is created?

7
sundar
Veteran Rookie
4 years ago
marie
Gainsight Employee: Champion
marieGainsight Employee: Champion
shared in CS Product Ideas

Interest in a Slack IntegrationImplemented

Hi Community! We are gauging interest in a Slack Integration with Gainsight. Please vote for this post if you'd like to see a Slack Integration and provide details in the comments for what you'd like to see! [b]Here's what we're thinking:[/b] Gainsight would surface a notification in Slack when the user is assigned a CTA. The user can choose from two buttons that say 'Take me to the CTA'  (would redirect back into Gainsight) or 'Remind me later' (the notification would reappear after X hrs). In Gainsight, we could add another option in our 'Notifications' configuration that would allow the user to check or uncheck 'Send notifications to Slack' (just like email notifications today) to allow the user control over the notifications.

8
marcelo
Shoshin
4 years ago
ellenoangieslistcom
Champion
ellenoangieslistcomChampion
shared in CS Product Ideas

Ability to Sort by Run Time for Rules EngineImplemented

It would be great if a Gainsight Admin was able to sort the Rules Engine by run time.  Currently, I have an excel sheet where I list out each run time and have to manually add and edit rules after I modify the Rules Engine.  If I don't keep this up to date it is very hard to find a window to run a rule. 

8
jeffrey_dasilva
4 years ago
leslie_morgan
leslie_morganRegistered User
shared in CS Product Ideas

Would like the ability to have links available for lookup fields in reports.Under Consideration

Example, if a lookup field from contacts is added, ability to have the hyperlink to the contact in a report.

0
leslie_morgan
4 years ago
nadav_shemtov
Champion
nadav_shemtovChampion
shared in CS Product Ideas

Timeline Reporting - solution for weekly updates reportingImplemented

Several of my customers are very excited about Timeline.  Specifically, they are looking to use it to replace existing "weekly update" mechanism.  In order for them to be able to do that though, enhancement to Timeline reporting are needed, specifically around the ability to show the actual text from the "update" activity.  The desired workflow works like this:  [list] [*]Managers set expectation with CSMs that they need to post an "update" on Timeline every week/two weeks/ month [*]CSMs port "update" type of activity, and have an ability to mark whether this update go into an executive update report [*]Managers consume the updates that have been marked "include on executive report" through a report in Gainsight, which shows all "update" type activities posted within a specific timeframe (e.g. last week) [*]They can then export the report / use and copy it to an email they share with executives for the weekly update[/list] My understanding is that the key gap righ

2
marcelo
Shoshin
4 years ago
annika_pettitt
annika_pettittRegistered User
shared in CS Product Ideas

Editing HTML emails in CoPilotImplemented

I was creating my first email in CoPilot (yay!) but I was running into some formatting issues. I wanted to jump into the HTML and add a few line break codes to fix the issues. However as far as I can tell the only way to access HTML is if I paste in the code for the entire email. Then, once that's pasted in, I don't have access to edit the HTML. If I want to make some changes after seeing the text I have to paste it in again as the whole text. Is this accurate/expected functionality or should I be able to edit the HTML of text created with the WYSIWYG editor?

6
andrea_weisz_171687
4 years ago
osha_kondori_8ae084
osha_kondori_8ae084Registered User
shared in CS Product Ideas

Ability to visualize report data as Guage ChartUnder Consideration

I would love the ability to visualize data in a Gauge Chart. This would be for visualizing % to goal for various metrics.  This is a key part of our executive and management dashboard and there is not a current chart option that gets this point across.  Along with the gauge chart option, you would also need to be able to specify the min/max/middle values. Ability to choose the colors would also be very helpful!   [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160817-128635-19240fj-Screen_Shot_2016-08-16_at_8-37-40_PM_inline.png[/img]

2
tony_tao
Team Captain
4 years ago
tom_gerth
Gainsight Employee: Champion
tom_gerthGainsight Employee: Champion
shared in CS Product Ideas

Ability to automate which opportunities are tied to CTAsImplemented

Posting this one one behalf of a customer: We have the ability to have linked objects on CTAs, which has proven to be incredibly helpful for many customers use cases. I had a customer bring an idea forward on a potential way to build on this a bit if possible. The customer has the Opportunity object linked to CTAs, but the CSMs currently have to manually select which actual opportunity would be connected to the CTA. I'm wondering if there might be any way to automate this in the future so that we can select the Opportunity that should be tied with a CTA in the rule?

2
martha_stuart
4 years ago
mendy_peugh
mendy_peughRegistered User
shared in CS Product Ideas

Migration checklist for manual configuration activitiesImplemented

Since there is a good deal of manual work to be done when migrating from one SF instance (pre-prod) to another (prod), it would be very helpful for the new Admin to be provided a checklist so they know everything that needs to be checked.

2
mendy_peugh
4 years ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

C360: Create an account profile section of the C360 where CSMs can capture notes, relevant information about customerImplemented

CSMs need a place to capture specific details about the customer that they would otherwise have to document in an external tool. Some of the key things to capture: Business Description Mission Statement Website URL Account Team member names/contact details Recurring call specifics (date, time, bridge info) Key Contact names/contact details Pain Points Current/Future Projects General Notes

39
marcelo
Shoshin
4 years ago
jam
jamRegistered User
shared in CS Product Ideas

Make CTA Comments Read Only by Users and Only editable by AdminsUnder Consideration

With the release of Timeline, it would be great if the comments section of CTAs could be set to only be used by Admins vs. allowing the CSMs to post in the comments field Thought being that it would be best if any comments where posted straight to Timeline from the CTA at this point.  Pulling in the comments of CTAs in reporting is also pretty ugly since we have no way of distinguishing/filter what was an Admin comment vs. new info that was added by the CSM. Final thought - It would be great if the comment posted on the CTA to timeline actually showed the CTA name on Timeline.

3
nitisha_rathi
Veteran Rookie
4 years ago
lane_h
Gainsight Employee: MVP
lane_hGainsight Employee: MVP
shared in CS Product Ideas

Success Plan Configuration PermissionUnder Consideration

We would like to be able to grant access beyond Admins to allow our teams to be able to configure success plans. In the current state, this creates a bottleneck by only allowing our admins to be able to create these. Our Onboarding team has become our power users and they are creating Success Plans for their customers. However, by only allowing their manager to create the templates and configuration, we have created an issue with the be able to quickly adapt and make changes as needed.

1
nitisha_rathi
Veteran Rookie
4 years ago
matthew_weinreb_adccf1
matthew_weinreb_adccf1Registered User
shared in CS Product Ideas

Reports & Dashboards Need A Major UI UpgradeUnder Consideration

Hello, I've spoke with a few of our power users and a very common practice is that they are constantly exporting data out of Gainsight and reformatting it into excel because the presentation layer of the reports within Gainsight is not up to the standard required for executive reporting. This tends to eat up a bunch of our time every time we need to prepare for an executive presentation. Overall I am happy with the functionality of Gainsight reports but the look and feel really need an upgrade. Is there anything on the road map to upgrade the reporting presentation layer?

4
matthew_weinreb_adccf1
4 years ago
jake_cohen
jake_cohenRegistered User
shared in CS Product Ideas

Trigger (another tool's) API via Rules-EngineUnder Consideration

It would be AWESOME if we could make an http/API request (to another tool) from the Rules-Engine.  For example, if we're using another tool to track customer's usage, it would be nice to make an API call to that tool when our CSM's have particular types of interactions with our customers.

1
ankit_jain
Champion
4 years ago
matthew_weinreb_adccf1
matthew_weinreb_adccf1Registered User
shared in CS Product Ideas

Reports & Dashboards Need A Major UI UpgradeNo Status

Hello, I've spoke with a few of our power users and a very common practice is that they are constantly exporting data out of Gainsight and reformatting it into excel because the presentation layer of the reports within Gainsight is not up to the standard required for executive reporting. This tends to eat up a bunch of our time every time we need to prepare for an executive presentation. Overall I am happy with the functionality of Gainsight reports but the look and feel really need an upgrade. Is there anything on the road map to upgrade the reporting presentation layer?

0
matthew_weinreb_adccf1
4 years ago
nstuyvesant
nstuyvesant
shared in CS Product Ideas

Reports / Summarized by - Would like Hour of Day and Day of WeekUnder Consideration

Would love to see additions to the "Summarized by" feature for grouped fields in Report Builder: [b]Hour of day[/b] (0 to 23) [b]Day of week[/b] (Sunday to Saturday - translated to local language) We use the Bulk API to import CSVs for usage reporting. Currently, we add calculated fields for the day of week and hour of the day in 24 hr format to the CSV and upload. It's not the most efficient approach. Also, we have to convert the hour of day to a string since you can't do a group by in Gainsight Reporting on a number. Best,Nate

0
nstuyvesant
4 years ago
ganesh
ganeshRegistered User
shared in CS Product Ideas

Ability to update task due dates when moving CTA due date upWorkaround Available

When moving a CTA due date up ahead of some tasks in the playbook, Cockpit results in an error - that the CTA can't be due ahead of task due dates. Makes sense, but the solution is for the CSM to update the task due dates manually. Idea: can we automatically update task due dates when cta due dates are pushed up or back in time?

3
H
Gainsight Employee: Rookie
4 years ago
martha_stuart
martha_stuartRegistered User
shared in CS Product Ideas

Clickable object record links from C360 sectionsUnder Consideration

We have multiple sections on our C360 for different Salesforce objects including opportunities, cases, and contacts. It would increase efficiency if the opportunity name, case name or number, contact name were clickable links that took the CSM directly to that page in Salesforce. 

2
martha_stuart
4 years ago
lane_h
Gainsight Employee: MVP
lane_hGainsight Employee: MVP
shared in CS Product Ideas

Headers in DashboardsUnder Consideration

I have a few dashboards where having the ability to add commentary to what is in a section versus the title of the report would be helpful for the viewer.  Example:  I have a dashboard for cancellations and downgrades for the month. I have 4 widgets at the top that sum up the number of accounts that have canceled/downgrade and are forecasted to cancel/downgrade for the month. But without commentary on what that widget is it does not provide the entire story to the viewer. 

0
lane_h
Gainsight Employee: MVP
4 years ago
john_gallinagh
john_gallinaghRegistered User
shared in CS Product Ideas

Edit Contact Record from C360Under Consideration

I would like to provide my CSMs with the ability to make inline edits to a related list view in C360 rather than having to go into Salesforce to make the edits.  I'd like them to be able to toggle the value in the Technical Contact column in the image below.  From what I can see, the only way to do this is to click the pencil which brings you into Salesforce to make the edits.  [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170506-103874-r1az0z-2017-05-06_8-55-45_inline.jpg[/img]

1
heather_hansen
ACE
4 years ago
ben
Champion
benChampion
shared in CS Product Ideas

Set a report to group by "Question Name"Under Consideration

Has anyone figured out how to setup a report to group by Question Name while using a Data Space? Here is the use case. We have a Survey out now with a matrix question. It asks customers to rate the aspects of their customer experience from very dissatisfied to very satisfied. I then score the result with a 1-5 score to output a CSAT-like system.  I would like to then do segment analysis on how customers answer those questions as a group. I could also do one large section to see how all customers feel about our Technical Support (for example). This would allow me to spit out an average score in that range. I have been calculating this manually and its quite tedious. This feature would also give options for even more granular research down the line

0
ben
Champion
4 years ago

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