CS Product Ideas
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Customer want to update company person record based in Person iD onlyCurrent Functionality
Customer want to update company person record based in Person iD only. As we know the currently we are using Company id and Person Id as identifiers on Company person object.Use case:if an individual moves from one SFDC Account to another that it updates the Company association on the Company Person record instead of creating a new Company Person record
Wanted to mention this. I had an playbook with an email assist task where the email template had a button for the survey. I edited the email template to be a question instead, and when I went back to refresh it in the playbook task, it gave me a message saying the email template had been deleted when it was still active. I believe this behavior happened because email assist doesn’t support inline survey questions, so it might make sense to update the error message to say something different besides “deleted” since it wasn’t.Thanks!
Match values in Adoption explorer without case sensitivtiyCurrent Functionality
Hi Team, Posting this enhancement request on behalf of customer.When a source data for an identifier for instance email is having case insensitive data at source and is loaded into Gainsight, that particular data wouldn’t be resolved at 360 level and will be invisible since the query looks for case insensitive data.In order to make sure that data is resolved at 360 pages, customer would have to make sure that whatever is the case in Gainsight is matched with Source data. For instance if I have email as Jagadeesh@gainsight.com in source and in Gainsight this email is email@example.com this data will not be correlated since the casing is different in both places.It would be great if we can support case insensitive matching via backend querying to show them for corresponding company 360 pages. Regards,Jagadeesh
Cockpit - make configuration stickyImplemented
Hello, In cockpit is is great that we can move fields around...however, it appears that this isn’t sticky from session to session...could you add that capability...as an example if I go to move # of tasks from the far right to the far left I would like to keep it there...but when I log in the next time it goes back to the far right. Thanks...
Hi Team,Customer was used an events as participant source to the program. There is no error when they push events through an invalid payload (It showing that event under Delivery Success). Currently we are not supporting response codes for events in JO. Can you please look into this and display the proper error message to the customer. Thank you.
Graphical report popout result fields are not renamableUnder Consideration
I was working with Pooja/VMWare and she brought me an interesting issue. She has a graphical dashboard report and she wanted to see if there was any way to modify the Column names on the report popout that results from you clicking on a report data point. In her example, there are two "Name" fields (one is obviously Company Name) and it would be helpful to be able to modify how the report popout column names are displayed. These "Name" fields are not included in her report fetch, but are likely the result of lookups on the fields that were selected in the report config. Currently there does not appear to be a way within report builder to rename fields that are included in the report results, but are not in the Show or By fields. I tried the three dots on the popout, but it only lets your pick fields.. not rename them. Is there any way that we could add the ability to change the format of report popouts on graphical reports? [img]https://d1qy7qyune0vt1.cloudfron
Intelligence applied to Email IntegrationUnder Consideration
Right now, if the contacts are not present in Gainsight and the account isn't aligning 100% perfectly, we have to manually edit the emails as they are put into draft state. It makes sense to use some simple logic and keyword matching to try and make this easier for the users. The customer should be known based on either email addresses being used or simple keywords in the email itself. That would allow the rest of the names to populate in the email activity as well. I spend too much time dealing with double entries on these emails. Also, if I forward and email to the gainsight system, it should be able to pickup the details from the forwarded email as if I had sent it directly.
I would like the option to select which records are moved over to the master when merging company records, main one being Person records, but can see it being useful for any. So rather than just merging everything by default give us the option to select which is e.g CTA’s, Success Plan, Timeline Activities etc etc
[Feature Request] Making Gainsight Sally More ActionableUnder Consideration
I really want to like the Gainsight Sally feature, however I really haven't found a way to make it useful for my use case yet.Getting the notifications is fine, but I also get the email notification at the same time. What would make Sally really useful in my case would be to allow me to interact with a CTA directly from within Slack.Examples:Admin Use Case: New account needs to be provisioned. I get the notification in Slack, I go provision the account (this happens outside of GS), I complete the task and can mark it complete without ever interfacing with GS. Instead of the thumbs up/thumbs down features (which I don't even know what this is for?) I could instead mark the task as complete and remotely close the CTA in GS. CSM: A task has been assigned to me by a colleague to schedule a meeting with my client. I may do this via my email account, via client facing Slack instance or via ZenDesk ticket. I could remotely check off the task that I have contacted the customer. Manager, CSM: M
Feedback on testing rules in the Horizon experience: I’m still facing some of the same challenges I had with the old rules engine. When you are building a new rule and test running it, and then, need to go back and make tweaks, it’s quite click heavy, and the Horizon changes have made that even more evident with the opening of new tabs for each thing. I would love if there could be some improvements to made to make this easier:You should be able to access the execution log directly from within the rule so that you don’t have to leave the rule you are building to check the results, and then, go back into the rule to make edits. If you are having to tweak more than once, this is super cumbersome. It would be great to have some sort of preview option for merges or transformations as well. This would help with the above as well because a lot of times I have to run the rule just to see if these are doing what I want.
Email Template Standard letterheadAcknowledged
Email templates are best utilized when they maintain standards - color, font, etc.There are often marketing/communication standards that we’d like to comply with which is possible by loading an html version into the code of a template.What would be helpful would be to be able to setup a pre-defined letterhead template and apply it to an email template at the time of creation. This would be help in case a company logo changes or color palette changes -- we would only have to update the letterhead standard rather than update each template that happens to use these standards.
Removing reports from DashboardImplemented
Usecase: There are around 15 global filters in the dashboard over all the reports in the dashboard. While I’m trying to remove couple of reports from the dashboard it is not letting me do so and as individually I should remove it from the global filters first. Idea: While removing any report that is used in global filters from Dashboard if we can have the option to remove the report directly without having to individually remove them from the global filters first then it would be super helpful.
Events calendar viewNo Status
We have recently completed an upgrade to SFDC Lightning, following which we are looking to better align our Gainsight processes with SFDC to ensure that visibility of activity is consistent for those people using each platform. One of the things that our Account Execs handle within SFDC is their meeting events (via Activities > Events) which are displayed within a calendar view. What we would like is to have a similar capability and view available within Gainsight, which would then allow us to sync the two calendars and ensure visibility across our teams of upcoming customer meetings/events.
We don't use Chatter within CTAs and don't plan to use it in Success Plans for the time being because there is no way to disable the ability to attach files via chatter. Therefore it would be great if the Collaboration tab in Success Plans could be hidden if you don't have it enabled.
Add dynamic filters for specific quartersAcknowledged
We have a lot of options for quarterly filters, but one thing we’re missing is having something like “Current Q1,” “Current Q2”, etc. A customer use case I’m dealing with right now includes the following scenario: The customer needs to know what their renewal ARR target is for each quarter of their fiscal year and therefore wants four widgets at the top of a dashboard showing that data. However, because our dynamic filters are only “previous quarter,” “current quarter,” “next quarter,” etc., they are stuck with having to manually put in “Jan 1 - March 31, 2021,” “April 1 - June 30, 2021,” etc. Which means they’ll have to manually update all those filters every time a new year comes along.
Dashboard FilteringNo Status
It would be great if OR logic can be used with global filters. Here are 2 use cases CSM Manager = Bob Smith OR AM Manager = Bob Smith A CSM filters on their name in a global filter but needs to add another condition. i.e. CSM Name = Chris Penny or Account Name = XYZ company. This scenario is used when a CSM is handling an account that is not assigned to them or when the CSM wants to include an account that is used for internal time tracking.
Hi,With Horizon, end users automatically get the option to build their own reports. Unfortunately this means that they are also able to enter any report that was previously created. This unfortunately means an end user can edit an admin created report. Perfect world this wouldn’t happen.
The Rules Engine action for Load to Activities has a required field for Activity Date that will create a Milestone on Timeline for the date provided. However, the Activity Date field on Activity Timeline records is actually a DateTime.If we have a DateTime in our source, the Rule coverts this to a Date but then loads to Timeline as DateTime with 12:00 AM as the time -- essentially stripping the time granularity from our source.Can we instead have the Rules Engine pass the actual DateTime value to Timeline when creating Milestones?
Abiilty to search for a Customer by Relationship and see the entire list of customersUnder Consideration
From the Search Bar, it only displays 20 Records and does not tell the user that there are more or allow to scroll through the remaining search. So appears the Account/Relationship is not in Gainsight. The highlighted “Relationship Starts with”, only shows 20 records and does not give the full picture. Would be helpful if there was some type of messaging, like 1-20, out of 150 / Please increase your search criteria to see more records, etc. Currently the user does not know if there are more records, we are mainly focused on the Relationship but applies to all the searches. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190717at12-55-48PM-a5db8053-327e-4076-81d3-b2b6aa4b7c96-1567003241.png[/img]
In our Scorecard we have multiple measures in the Consumption Measure Group. We want to assign dynamic weightage to Individual measures based on the Product ARR. Say for example We have 4 Individual Measure : Product A, Product B, Product C, Product DAs of today each has 25% weightage and contribute to overall Consumption measure Group.We want to assign this weightage dynamically for each customer based on Product ARR. Say customer has total ARR of 800K distributed as below :Product A - 400KProduct B - 200K,Product C - 200K,Product D - 0Kwe want the Weightage of the Individual measure in the consumption Measure Group to be like : Product A - 50%Product B - 25%Product C - 25%Product D - NA
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