CS Product Ideas

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6067 Posts

tracy_streetman
Champion
tracy_streetmanChampion
shared in CS Product Ideas

Ability to filter for "null" in UI viewsNot Planned

I need to be able to create segmented lists (customer lists and scorecard views) based on certain criteria.  To do this I need the ability to filter our where the value is null/not null, as I can in Reports 2.0.  Currently I do not see the option to do this for UI views.  Any ideas how I can achieve this? 

0
tracy_streetman
Champion
5 years ago
reneehouse
Shoshin
reneehouseShoshin
shared in CS Product Ideas

Manual Recurring CTA with Quarterly OptionAcknowledged

My CSMs have manual CTAs that they would like to schedule quarterly.  They are unique enough that I would not create a rule for them.  Currently, they get around this by setting the manual CTA to reoccur every 91 days.  However, it would be great to have a quarterly option built into the recurring manual CTA feature. 

1
nitisha_rathi
Veteran Rookie
5 years ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Customer History objectNo Status

In Salesforce, we have an Account History object where changes to the records in that object can be tracked.   It would be really helpful to have a Customer History object that would log changes to the fields on Customer Info object (date/timestamp, new value, previous value, who changed it) so that we can leverage historical changes in rules, reports, or when troubleshooting.

11
kevin_ly
Champion
5 years ago
reneehouse
Shoshin
reneehouseShoshin
shared in CS Product Ideas

Sort Cockpit by CSMAcknowledged

I would like the ability as a Gainsight Admin to sort by CSM.  Right now I have to go to owner section and look at each individual CSM, but as I implement a new process or CTA I would like the ability to see particular grouped CTAs in order of CSM.

2
marta_johnson
3 years ago
dan_ahrens
ACE
dan_ahrensACE
shared in CS Product Ideas

Consistency in Navigation between Reports and LayoutsNo Status

Hi, Currently while working on a specific report, the navigation for returning to the repository is pretty logical and appears as a link to the repository just to the left of the name of the report.[img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161006-28126-1067jum-Screen_Shot_2016-10-06_at_10-07-54_AM_inline.png[/img] . However in Layout/Dashboard editor, when you are in a layout and looking to go back to the layout editor, the navigation is different - a non-descript icon in the row of layout specific icons. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161006-59335-1g0dx2u-Screen_Shot_2016-10-06_at_10-07-41_AM_inline.png[/img] It would be helpful (and logically similar) if a link to the layout repository could be added to the left of the layout name, similar to what is done with the report builder. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161006-91709-f1gg59-Scre

2
matthew_lind
All Star
4 years ago
samantha_braastad
Champion
samantha_braastadChampion
shared in CS Product Ideas

Create an option to "Export all Reports" from the C360 sections that are based off of created reportNo Status

We have a few sections that we have created in the C360 section that house a series of reports that highlight different information. It would be great to have an option to export all the reports within that C360 section into a single csv doc with multiple tabs. This would simplify our ability to export and then send to the customer.

2
joshua_mesick
5 years ago
tzundelgainsightcom
Gainsight Employee: Team Captain
tzundelgainsightcomGainsight Employee: Team Captain
shared in CS Product Ideas

Show Overdue CTAs under Current Day In Cockpit Calendar ViewAcknowledged

When you use the Calendar view of Cockpit, [i]overdue CTAs do not currently appear in the Day view. This can potentially allow a user to lose sight of them, if Calendar by Day is their view of choice. It would be ideal if any overdue CTA (or CTA with overdue Tasks) would populate on the current day, since it is technically still due. 

1
nitisha_rathi
Veteran Rookie
5 years ago
elaine_cleary
Champion
elaine_clearyChampion
shared in CS Product Ideas

Would like to be able to send a survey from Cockpit/new "Email Assist" Playbook taskImplemented

I've spoken with two companies that would like their CSMs to be able to send a survey (after onboarding or training for example) via the new "Email Assist" task from within the Playbook  on the CTA in their Cockpit.  These are specific situations where an automated survey is not appropriate.  Having this option would provide the extra control needed for a segment of customers to validate that the timing is actually right  as well as customize the email as appropriate.

31
brooke_anderson
4 years ago
mandy_major
Gainsight Employee: Team Captain
mandy_majorGainsight Employee: Team Captain
shared in CS Product Ideas

Forwarding Copilot outreaches from Apple MailNo Status

We have a use case where CSMs are receiving outreaches for their customers that have usage reports embedded into it.  The CSM reviews the report and forwards to their customer.  We have found that using Apple mail on an Iphone (and also Outlook 2011) is sending the wrong reports when the email is forwarded.   For example, the CSM reviews an email for Customer 1, then reviews an email for Customer 2, and then reviews the email for Customer 3.  They forward the email for Customer 3 to the customer.  The customer then receives the email and the reports in the outreach are wrong.  The reports contain the data for the previous 2 customers that the CSM had just reviewed these emails.  Seems like Apple mail is caching the previous reports when you forward the subsequent emails. If you view the emails on a computer, or gmail on a phone, they work just fine, and do not cause any errors when forwarded.  Also, if you receive a copy of the email using the

1
gaurav_kotak
Shoshin
5 years ago
christopher_sanderson
Champion
christopher_sandersonChampion
shared in CS Product Ideas

Idea's for standard tokens to be used in CTA's or Scorecard comments/namesAcknowledged

I'd love to get a discussion going on the types of standard, OTB tokens Gainsight could add to give value to creating names or comments.  One thing I can think of a "Today()" type token, where you could enter in the rule run date into the name of the CTA: [list] [*]No Contact with customer in last 60 days as of "Today()" [*]Please post chatter update on project, week ending "Today() +7"[/list]Anyone else have some standard tokens that aren't necessarily things you can easily add to the SHOW field?

2
nitisha_rathi
Veteran Rookie
5 years ago
dave_wu_74b11e
Gainsight Employee: Veteran Rookie
dave_wu_74b11eGainsight Employee: Veteran Rookie
shared in CS Product Ideas

Reset Email Dashboard SettingsNo Status

If a dashboard was configured to be emailed via the "Email Dashboard Settings" screen, there isn't a way to delete (reset) all of the settings since all of the fields are mandatory (see screenshot). You are able to enter a random recipient/text into the field but a "reset" option would be better.[img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161004-68617-eanwfb-Untitled_inline.png[/img]

2
gaurav_kotak
Shoshin
5 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
chris_mudd
Veteran Rookie
chris_muddVeteran Rookie
shared in CS Product Ideas

Showing Numbers in Bar and Stacked ReportsNo Status

Currently in reporting with Stacked and Bar columns in the number is under 15% we do not see a number associated with these columns.  It would be nice to see uniformity and all of these show the correlating number.  Screen shot attached for reference.  [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161003-49705-aibqlh-Snip20161003_3_inline.png[/img]

3
spencer_engel
Olympian
2 years ago
steve_davis
Gainsight Employee: MVP
steve_davisGainsight Employee: MVP
shared in CS Product Ideas

Spreadsheets for Scheduled Runs Match Manual RunsImplemented

It was called to my attention today that it is expected behavior that spreadsheets being delivered to customers off of the "send successful emails too" option differ from manual rule runs. It appears that is does show you failed records, but it doesn't show you which records passed successfully.  Customer would like to see the same spreadsheet being delivered regardless of whether or not it is being kicked off from a manual rule run or a scheduled run.  [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/26483-g66hvp_inline.png[/img]

1
sundar
Veteran Rookie
5 years ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Rules Engine: Create email body from within Setup ActionUnder Consideration

It would be nice to be able to create the body of an email directly from within the Rules Engine Setup Action screen, [b]without[/b] having to create an actual template in Co-Pilot. My use case here is to be able to send email notifications to our CSOps team whenever  particular conditions exist, i.e. an account has gone into Boarding status without certain key fields populated.   These would simply be backend notifications for the CSOps team and don't necessarily require being formatted a certain way in an HTML template. I see this working in a similar capacity to Email Tasks in Cockpit (except without the pre-defined template), where I receive a pop-up window where I can enter text for the email. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161003-95774-1bcn23p-setupaction_inline.png[/img] [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161003-42119-gceedp-email_inline.png[/img]

3
sundar
Veteran Rookie
5 years ago
samantha_braastad
Champion
samantha_braastadChampion
shared in CS Product Ideas

Create a CTA through the "Playbook" section of CockpitNot Planned

We are continuing to add new playbooks regularly to help provide guidance on how to work both internally and with the customer to achieve various objectives. As the list of Playbooks continues to grow, it has become cumbersome to add a CTA, look through a list of titles only for the playbook, click on it to review the tasks, and then continue to search if it isn't the right one. Given the amount of additional information that is within the 'Playbook' section of Cockpit, it would be helpful to be able to search there for the appropriate playbook and then have a button to "Create CTA" off of it. 

2
nitisha_rathi
Veteran Rookie
5 years ago
tony_m_eb120e
tony_m_eb120eRegistered User
shared in CS Product Ideas

Ability to view pending tasks in a simple viewing "Cockpit" style screen?Under Consideration

Hi What I’m looking for is a "Cockpit" style screen layout that shows due tasks by date, not underneath CTAs.   At the moment I’m having to click on each individual CTA to see its tasks and then look at when a task is due. I’d ideally like it so I can view a simple list of individual tasks by overdue, due today, this week, this month format. (with possibly the ability to click onto an overall  CTA link if I've opened the task for more details)I know we can produce this via report, but this isn’t a quick click/view and requires edits plus the necessity to “run” it each time we need fresh info. Could this be something you might consider adding to product?  If someone else knows a way to already get a view like this, then please let me know. Many thanks!

12
justin_weitzenfeld_799888
5 years ago
logan_t
Shoshin
logan_tShoshin
shared in CS Product Ideas

Taking Surveys on a Mobile PlatformNo Status

Hello Teams! It's come to my attention that survey are not supported on mobile platforms (phone, tablets, etc...). If a survey link is followed on a phone, for example, the UI elements of the survey become cluttered and unreadable. Below is an example! [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160930-29207-n3yb8l-Snip20160930_1_inline.png[/img] Being able to take surveys on mobile platforms may well be a challenge, but it would be a very useful feature for many of our customers!  Thanks for your time, and keep up the great work! Thanks, Logan T.

4
david_streichl
5 years ago
michael_sweeney
Veteran Rookie
michael_sweeneyVeteran Rookie
shared in CS Product Ideas

We'd like to see how our ACV/# users is trending over time.No Status

We would like a way to track how much active ACV and # of users we have month over month? We'd like to see how our ACV/# users is trending over time.

2
diane_morneau
Champion
3 years ago
mark
markRegistered User
shared in CS Product Ideas

Open CTA Status update via rule engine to another open statusNo Status

In our Org we have CTA's that are triggered off of triggers in SFDC and when a CSM completes the CTA they manually change the status to Closed or Work in progress. The issue here is that a CSM can mark the CTA completed and if the trigger in SFDC doesn't get corrected (via our product syncing with SFDC) the CTA will be recreated the next day. I have created new workflow for the CTA status's so that we can get more visibility into the actions taken from our CSM team and ensure they are getting credit for CTA's that are actually completed (no more duplicates) as well as visibility into our accounts that have canceled based off of what actions a CSM took. The only issues I have come across is that we cannot auto update an open status to another open status via rules engine (can only be done manually via Mass Edit), and we are unable to change the Default closed status check box to any specified status (only able to select closed status). If we as admin's had the flexibility to have the

12
karl_rumelhart
Gainsight Employee: ACE
5 years ago
samantha_braastad
Champion
samantha_braastadChampion
shared in CS Product Ideas

Allow C360's sections to use the reports Account Reference Field vs. setting it within the C360 set-upNo Status

Currently, you need to select that "Account ref fields" when creating a C360 section. This field already existing within the report. I'm proposing that the C360 section leverages the reference field outlined in the report allowing more versatility in regards to the reports that can be leveraged in 1 C360 section.  For example, we have customers that have both cases that they created as well as cases that are "Related To" their account. Currently, we have to have both a "Cases: Account" and "Cases: Realted to Account" section to house the reports. If the section simply used the reference field within the report, we would be able to combine all the case reports into one allowing the C360 page to be more user friendly. 

4
samantha_braastad
Champion
5 years ago
einat_pick
einat_pickRegistered User
shared in CS Product Ideas

Close all open CTA's when customer is lostImplemented

When customer is marked as Lost, there should be an option to close all open CTA's. Currently this is possible via Rule, but it will require you to create a rule for every CTA Type + Reason combination. This makes it practically impossible. It will be great if you can have an option to define this for all CTA Reasons.

2
a
5 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
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

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