CS Product Ideas
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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.
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!
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
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.
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]
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.
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.
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.
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.
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.
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.
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.
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
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?
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.
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]
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
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.
The new email assist feature is great. The team has been starting to use it and the general reply has been "Cool! That's easy!" The frustration is that I can't set it to have the expected contact preset in the CTA. I frequently know who they're supposed to contact for the outreach, but I have to put that contact's name into the comments field an have the user copy and paste that into the "to" line when reviewing the email. The ability to [url=https://community.gainsight.com/gainsight/topics/ability-to-add-multiple-linked-objects-to-the-cta]relate CTAs to other objects[/url] already exists. We just need this to be a) enabled in the rules engine and b) accessed by Email tasks.
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