CS Product Ideas
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Show usage of top "power" usersNo Status
I have a couple of usage reports on my r360, but I'd like to be able to display the usage of just the "Power" users for accounts with a large number of users. ie. Display just the usage of maybe the top 5 users. I *thought* I could use the Ranking function for this, but if I try to Rank by User, it gives me the top 5 users in the Alphabet, since Username is a text field (Is this really how ANYONE would want it to work?!?!) I've tried ranking by the "Sum of Usage Hours" but that just gives me the one week with the most usage, which is what I would expect if I ranked by "Date". Ranking by "Date" gives me the most recent date, not the date with the highest usage. Here's my account usage for ALL users on an account (this one has 20 users): [url=http://screencast.com/t/s6WvKRPU5]http://screencast.com/t/s6WvKRPU5[/url] Here's what I want - Just the top 5 users usage data: [url=http://screencast.com/t/Lme0InEh]http://screencast.com/t/Lme0InEh[/url] Is there
Send Emails of Rules with Partial FailuresImplemented
The ability to receive notifications when a rule fails is great, but there are some rules we have that sometimes have partial failures that would also be good to be notified about. Currently, we aren't aware if a rule partially fails (and shouldn't) unless we frequently check the Rule Engine. Alternatively, if a user decided they wanted to watch critical rules, it would be nice to be able to elect to receive all notifications on rule results to make sure the rule runs as planned until confidence builds up.
Permissions for Co-pilot, Survey, Vault, DashboardsPartially Fixed
Customer would like the ability to be able to assign permissions for modules of GS by either the profile level (in SFDC) or by permission sets assigned in GS (standard, admin, etc.). I don't think this is possible at this time.
Emailing a dashboard to a group of usersUnder Consideration
Hi, I have a customer that is looking to create a dashboard that will be scheduled to be emailed on a weekly basis to a large group of users. Is there a way to have the email sent to an email alias or distribution list instead of a list of individual users? This is especially important when individuals join or leave the company, as the list of recipients would be managed by the alias list instead of manually updating each named user. Thanks!
I've gotten this requests from several customers, including App Annie and Splunk. The idea is that when CSMs create manual CTAs or add manual tasks to the CTAs, the owner field should automatically be populated with the current users / owner of the CTA. Quick enhancement, but for orgs that create a lot of manual CTAs and tasks this can be a time save.
It would be nice to have the ability to build a survey and then select which questions show for each type of customer or customer attribute that I select. For instance I may have 10 questions but only three questions would apply to the customers that have product "X" or a service package so for those customers I would only want the survey to show those three questions instead of the entire list of 10 questions. Right now I would have to build multiple sets of the same survey to use filter logic because the logic can only be used at the PowerList level. It would be nice to have the ability to use filter logic within the actual survey. This way you can create one survey with a power list and use the question filters to identify what questions they get asked for the survey.
Vague Timeout Error MessageUnder Consideration
Customers have expressed concerns about some of our vague error messages in the past. While they are definitely getting better, there is another error message about timeouts that can be a little frustrating. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160808-38705-10n7hqw-timeout_inline.png[/img] In this case, our customer needed to completely log in and out of Salesforce to get rid of the issue, as well as refresh the page that this error popped up on. Adding a little clarity where possible would help save our customers time. Thanks for all the hard work! Logan T.
I have activity and user health reports included in the 360 page. In a few areas I have related ideas that, because they come from different subject areas, have to go in separate sections in the page. The specific scenario is that I have daily activity at a user level which we aggregate to a weekly level by account. Both are valid views, but you can't directly calculate the "account level average per week" in report, hence the separate subject area. Related, we're calculating user-level heath scores, and that's a 3rd subject area. All three of those are clearly connected as concepts. It would be great to get them all in the same c360 block as well!
Recurring CTA VisualizationNo Status
It would be helpful in terms of workflow/Cockpit space if recurring CTAs could be adjusted to display the next CTA in line after the previous CTA has been closed. Or, if a CTA is set to occur weekly, for the next CTA in line to only appear in the Cockpit one week after the original CTA was created and so on. As of now, recurring CTAs are presenting all CTAs in line at once within the Cockpit, which is causing clutter and can be confusing to end users navigating through their Cockpit. I have heard this request from a few customers but have not found anything similar within the Community and thought I would spark the conversation. Thanks!
Rules should run from reports... And the opposite. (Let's throw Co-pilot in for good measure!)Implemented
Rules and reporting are increasing in overlap, at lest for me. I constantly find myself building a report to understand what's going on, and then wanting to create an action based on the results. On the other hand, when trying to dig into rule results, a report is much easier to quickly update and change and expand. I'm right now trying to understand why a new rule didn't fire a CTA this week... And the easiest way to do that is to work with a report. Wouldn't it be amazing if you could go to Reports and see the queries that are used by rules (the setup action screen)? And for co-pilot outreaches? What if you could build a rule or outreach from an existing report? Personally, I think that'd be very cool! :-)
Customer has noticed that when creating a milestone off of a CTA, it doesn't show up in reporting until you close out the CTA. I assume this is plotted based on closed date and not created. Would it be possible to plot this off created date instead of closed date. Is this possible? Thanks, Steve Davis
Enabling multiple Gsnap templatesNo Status
This idea came from one of my customers - they have customers of theirs that are in multiple geographies and that speak different languages. They like Gsnap, but as only one template can be selected by the Gsnap Admin at a time, they are not able to send a video message that has a different language email text template. Essentially the product idea is to allow creation of multiple templates (similar to CoPilot) and then the Admin can select which templates will be "active" and allowed to be selected by the CSM team. It would also be great to borrow the PowerList functionality from CoPilot in the case where you may want to send a less personalized video message to a large customer list - such as announcing a new release, promoting an upcoming event, etc.
Revenue Band Configuration for # Users rather than MRR or ACVUnder Consideration
Hello, I am proposing that we have the ability to configure revenue bands by additional reportable fields, for instance "# users or subscribers". For example, we could have customers with 5 users but their cost per user varies slightly so if we try to do bands based on MRR, we can't align specifically on user count. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160805-84102-80376f-Screen_Shot_2016-08-05_at_9-52-14_AM_inline.png[/img]
Previously with old UI, when there is change happened to sponsor and mouseover the ‘card’ in the C360 and it would show ‘old' & 'new’ changes so you could assess the change easily. In the New UI there appears to be no way to see what has actually changed.
Sponsor Tracking: Need an administrative function to disable any update contact functionsUnder Consideration
We discovered this week that Sponsor Tracking will allow updates to the SFDC Contact object....this was not disclosed to us during our initial setup of the environment, but shame on us for not paying closer attention to the documentation. Our SFDC contact records are associated with an end users' Customer Portal profile (which is regularly synced via an external process, based on any updates by the end user). We are not permitted to make updates to that record, yet Sponsor Tracking allows you to do so via Accept Changes or Edit. I realize there is an Ignore Changes option, but it is too risky to leave in the hands of end users that they may not inadvertently accept the changes. We want to use Sponsor Tracking so that we can alert CSMs to any changes via CTAs, but do not want those changes to affect the SFDC Contact record...ONLY the Sponsor Tracking record. We need an administrative option to override the Accept Changes/Edit Changes functionality. Unfortunat
Standardize filter logic "names" across the platformUnder Consideration
CoPilot Power Lists use filter logic A,B,C, etc. While NPS "Add Participants" filter logic uses 1,2,3, etc. It would be great if the filter logic letters/numbers could be standardized across the platform so it's not confusing if we need to replicate from one section of Gainsight to another. I would recommend using numbers since that is what Salesforce uses.
It would be great if we had the ability to tokenize the Task Name the same way we can with the CTA name. This will be useful for our CSM's to see the Account Name in the tasks that are synced with Outlook, versus just the task name without knowing which account it belongs to
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