CS Product Ideas
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Allowing SFDC objects in tokens under SS 2.0Not Planned
Hi Team, One of my team is looking to use the fields from the SFDC objects like (account, Customer info) in the success snapshot 2.0 template. They would like to show the data from the SFDC object related instead of MDA and above objects are one’s which are used in day to day life.Currently, we are supporting only two objects named as (company and CTA Group). SS: https://share.getcloudapp.com/NQurlGenBest,Hardik
Maintain User ID fields as ID Fields in Data DesignerWorkaround Available
When fetching User ID fields from Customer Info in Data Designer it changes the fields to String type fields. This means that you can’t use an ID filed in a global filter on a dashboard containing reports built off of a DD object.
Additional OTB Timeline Activity OptionsAcknowledged
Currently, Gainsight only provides 5 options for Timeline activities out of the box. It is easy to add new timeline activity types but it would be better for new admins to have a few more OTB options to drive their ideation on how to best use this feature. Can you add two more types: Opportunity (used for CSQLs and expansion opportunities) Risk (used for identifying any churn risks that arise through telemetrics, surveys, or conversations with your customer). I think adding these options will help CS Ops practitioners to think about how they are driving upsells and risk mitigation more effectively in the Timeline. Often I see the timeline as just a place to record activities but it can also be effectively used for tracking outcomes.
If you’re looking to refresh your Gainsight sandbox, there’s a great article here for how to do it: Refresh an existing sandbox. This feature allows you to refresh your Gainsight sandbox so that it has all the latest configuration and data from your production org. But if you have to refresh your Salesforce Sandbox?If you’ve ever refreshed your Salesforce sandbox, you most likely ran into issues with your connections to your Gainsight sandbox. The challenge is Gainsight doesn’t recognize the new SFDC Sandbox.What happens in the background when you refresh a SFDC Sanbox is SFDC removes the old instance and creates a brand new instance that matches your Prod instance. If you check the SFDC Org ID for the original sandbox and the new one, you’ll notice they are different. I found this post before in a SFDC forum that helps to explain this but I don’t think this information is listed in their support community: https://salesforce.stackexchange.com/questions/231425/what-exactly-does-refresh
Timeline notes is not seen in the original format when used in JO reports.Under Consideration
Hi Team,Timeline notes is not seen in the original format when used in JO reports.Example: When there is any report build on timeline with notes field in it. The format is showing proper in the report builder but when this report is sent via JO, the format of notes field is not reflecting as expected. Screenshots:
While trying to Make Success plan from “Draft” to “Active” Customers getting error message as “SUCCESS_PLAN_OBJECTIVES_FAILED” As per error log - the exact error is “CTA due date cannot be less than task due date” Can error message be changed from “SUCCESS_PLAN_OBJECTIVES_FAILED” to Exact error message “CTA due date cannot be less than task due date” so that error will be self explanatory and customers can take action
Email to Timeline, update entryAcknowledged
I have a customer that has a great idea for an improvement to the Email to Timeline function. Currently on replies they are adding new entries per email, can we consider adding an update function to the existing entry so that the timeline doesn’t have each reply as a timeline entry? This would make efficiency and timeline clarity top notch.
Hi, I am creating this post on behalf of customer.One of our customer is wanting to know if there are any plans to support custom fiscal years configured in SFDC on reports built on MDA objects ? Please update this thread with future plans related to this feature support.
Calculated fields should have MOD operatorAcknowledged
I have come across a scenario often, where we have requirement to upgrade formula fields in SFDC and to the NXT. Calculations have simple logic that can be easily adjusted by use of MOD operator. Since, MOD is not available neither in Data Management > Calculated fields nor in Rules Engine > Numeric functions ; it makes the task tedious to create a rule with numerous tasks. If we have MOD operator at least in Calculated fields, it would save us from creating rules or have many tasks in rule to accomplish the requirement of formula field/any other calculation.
Set Scorecard section default viewUnder Consideration
With the Scorecard section of 360, there is a Summary and List view options.There should be a way to set default to List view rather than Summary. List view will display comments for measures, whereas Summary does not. Some might find more value in seeing the comments rather than what’s available from Summary.
Action Icon Should Work in LightningUnder Consideration
Currently, if users are in the Lightning experience GS has implemented a security limitation where the action icon on the reports in C360 that would normally redirect to the SFDC page do not work. Our CSMs are constantly receiving an error on permissions. This last week alone I have received 3 tickets from CSMs on the issue.This should work seamlessly regardless of if the user is in Classic or Lightning mode. I am told by support we need to add another permission to the users "ExportChurnAlertsDashbord" or “Gainsight Admin”. We are working to see if the "ExportChurnAlertsDashbord" will work, but you cannot give everyone Admin rights.To visually understand, Lightning for us is when the SFDC banner is still present. We have locked down toggling back to Classic. Classic view in GS for us currently is when the end user does not have the SFDC banner present, but that is very inconvenient for users. CSMs are often between SFDC and Gainsight throughout the day. We should not have to add more
Default From/Reply To setting in JO?No Status
When we create a new program in JO, the From and Reply-To emails are automatically populated by the email of the user that is creating the program at the time. In many cases, you wouldn’t necessarily want that users’ email in those fields, as most outreaches would come from a business unit such as a marketing team. I’m wondering if there’s any plan to allow us to set default email values for Programs in JO, to take this step out of the process for users creating programs and reduce the change of using the wrong email?
Gainsight Assist: when forwarding email, use recipients as well to determine Company/RelationshipPlanned
When forwarding an email via Gainsight Assist, it currently based the Company/Relationship to log the Activity on the sender of the original email. This will potentially lead to logging the activity to an incorrect Relationship if you're forwarding an email a colleague sent to a customer. It would be useful if Gainsight Assist also takes into account the recipients of the original email (and sends the email to Drafts in not certain).
If you tokenize the survey score in a NPS/Survey Program, it includes a decimal for some reason. It’s not a huge issue for my use case, since I’m creating CTAs with this information, but I certainly would not want to send an email to a customer thanking them for responding with a “9.0” score.
As we know that we can send reports through Journey Orchestrator, here I thought of sharing how to utilise this feature for sending risk managements reports. Think about the internal managers receiving the update about the risk accounts and their details through email every week! How helpful it would be for the managers to just have it in their inbox without having to explicitly open the dashboard and check for details every time. Also we do have option to embed the link of dashboard, so that the managers can directly navigate to actual dashboard if more information is needed addition to what is sent in emails.Step1: Create reports that would help the manager to understand the what is risk about, and also with other details like renewal date, their ARR, stage, etc from Report Builder. Below is the sample report that shows list of Escalated Risks in the current quarter. Likewise create the reports which gives most useful information to manager to gives insights about what are the action
C360 Section Usage Data Filter NeededImplemented
We utilize 2 usage sections in the 360 that come from AE (Company and Person), designed with a Person lookup (referencing the platform user ID). However, our Person information contains some duplicates and records without a platform user ID. As a result, when selecting from the user dropdown in the 360 Person Layout usage section, users can see 20+ records, despite there only being 3 platform users. It is very frustrating for CSMs to spend time clicking through contacts that aren’t platform users until they find the right contacts with usage data. We would like to see logic developed either in AE that limits the lookup to only include users with a platform user ID OR the ability on the C360 for users to filter based on platform user ID.
Right now if you have the viewer license and view_group permissions, you can only see the dashboard module via a live link. It would be easier and make more sense for the dashboard module to be available for view only users rather than have to be sent a link.
Something that’s missing functionality wise for me and stopping us from moving a lot of reporting over from SFDC is the ability to do a summary-level formula. Real-use caseAs some background, once a timeline entry is logged in GS we push to SF as an event, we then run some logic on the event record and “fulfil” those which should be charged for (professional services), we then push back all event records in to a custom object (as we can’t update the original timeline entry with this information). Each record therefore says how many hours it was for, and whether it was fulfilled or not. What I want to be able to do is report on the % of hours fulfilled, and then dynamically on a dashboard this would show based on the users filters, e.g. they might look just at their own accounts, or a leader might be looking at the whole book of business. In SF we do this by having a summary-level formula (which is referencing a row-level formula, but as that’s using an IF statement this would also not
Populate CTA Tasks Through RulesNo Status
My team suffers from CTA overload. Many of our CTAs could easily be grouped if we were able to customize the Tasks through the Rules Engine. Additionally, many of the Tasks may be completed already at the time the CTA fires. We could save team members a decent amount of hassle if these tasks could be closed by the Rules Engine. Example: Our team addresses multiple Opportunities for an Account at the same time. Today, because we can only link 1 Opp per CTA, we have to fire an average of 4 CTAs per Account, all to be worked together. We’d rather have 1 CTA with 4 Tasks, one per Opportunity.
Allow admin to restrict the users from changing Due Dates on Objective type CTAs (Success Plan )Acknowledged
I’m looking for a way to restrict the users from manually changing due dates on Success Plan Objective CTAs. Use Case:We have created Objective Templates which are assigned to Success Plans with preset due dates for completion of each Objective.Currently users can manually change the preset due date of an objective(s) as they work on it. However, we are looking to implement a Success Plan adherence system where we need the CSMs to complete each objective by the due date (without pushing it out). I believe there is no way to do that right now (please guide if there is one).
Data Designer sync with ReportingAcknowledged
Hello, First and foremost, I love Data Designer. It is easy to use and a great combination of Rules engine and Reporting. The case and formula fields work beautifully. With that said I found a slight hiccup, that I would love some enhancement on. So currently when you publish a report from data designer it automatically carry over into report builder. However there are some features that are not available in data designer explore that are available in reporter builder. Example Ranking. So now every time I make a change to data designer and then re-publish a report, I also have to remember to go to report builder and redo any additional setting or preferences i.e. Ranking. I would love to see some additional features that mimic report builder. Best Regards, Darshana ShahADP
We are transitioning tracking time using Timeline. Timeline is great when inside Gainsight but when clicking on a case to view it or a project we are automatically put back into SF. We then have to go back to C360 to track time against the case/project record. It would be nice to either add the timeline tab to the Case Success widget while on the case/project or allow us to add a visual force page to the case/project object that we can add timeline to and when putting in a timeline entry it will automatically associate with that case/project record.
Email Template more user friendlyUnder Consideration
To Whom This Concerns: Can we make Email template building more user friendly with drag and drop features. I, like all the other user, have so many issues with HTML due to extra tags or additional coding that makes the scripts long and hard to manage. It makes the task extremely difficult for companies that use a great deal of images for customer emails. I also would love to be able to allow users to add and edit their own email with ease. Currently this is bottlenecked to only people who are more familiar with HTML. Our marketing team, communications team, insights team, AND MORE all have to ask one admin to construct email templates for their JO, email assist, Playbooks, etc. I love email assist and all the reasons above deter people from using. Help me by making this a more user friendly tool. Best Regards, Darshana Shah
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