CS Product Ideas

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6060 Posts

steve_davis
Gainsight Employee: MVP
steve_davisGainsight Employee: MVP
shared in CS Product Ideas

+Add Button on C/R360 sectionsUnder Consideration

Customer has the following C360 sections: Cockpit (Standard Section) CTA (Report built off CTA object) CTA File Attachment (Report built off CTA file attachments).  Now, All these of these have a button that says "+Add" which the customer wants. If you are in the standard "cockpit" section, it opens up the GS UI which is where they want to keep the CSM's working. The issue? If you click the "+add" button on any of the reports, it doesn't route you to a GS UI, but rather directly into the SFDC UI for the user to manually create the record.  We've talked with the customer about removing permissions (which appears to be the only way to remove the buttons functionality), but that would remove their ability to then add a CTA at all (including the standard cockpit section).  Ping me if you need more clarification here, I'd be happy to show you. 

0
steve_davis
Gainsight Employee: MVP
5 years ago
josh_grigone
Gainsight Employee: Veteran Rookie
josh_grigoneGainsight Employee: Veteran Rookie
shared in CS Product Ideas

Fit to screen outside of 100% zoomUnder Consideration

Team, As it stands today, we see rendering issues across multiple pages/tabs when viewing the browser window outside of 100% (whether higher or lower). I wanted to open up a formal enhancement request to allow for the application to fit to the screen when outside of 100% zoom. Thanks, Josh

1
samantha_braastad
Champion
5 years ago
samantha_braastad
Champion
samantha_braastadChampion
shared in CS Product Ideas

Ability to link a C360 section across multiple customer C360 views.Under Consideration

As we start to leverage customer C360 layouts, we have noticed that we tend to have some sections that are similar across multiple or all of the custom layouts. As a result, it would be helpful to be able to have a way to set "standard" option that would then apply to the selected customer C360 layouts. This would be a HUGE time save for us as we currently have to update each layout manually when a section is updated and needs to be applied to multiple layouts. 

2
samantha_braastad
Champion
5 years ago
phil_kowalski
phil_kowalskiRegistered User
shared in CS Product Ideas

Success Plan Description via Rules EngineUnder Consideration

About to launch a process using Success Plans to the team, where the Success Plans are created via the rules engine. It would be great to be able to fill the Description field on Success Plans through the rules engine, especially since you can't remove that field from the UI. Doesn't seem possible to do so, unless I'm missing something. Thanks!

1
nitisha_rathi
Veteran Rookie
5 years ago
leanne
MVP
leanneMVP
shared in CS Product Ideas

Quick link from reports to Relationships, like AccountsImplemented

I'd like to be able to click directly from a report containing relationship information to that relationship, similar to how I can click to an account name directly.  

2
azhar_uddin
Shoshin
5 years ago
josh_grigone
Gainsight Employee: Veteran Rookie
josh_grigoneGainsight Employee: Veteran Rookie
shared in CS Product Ideas

Honor custom search settings when searching from the C360 pageImplemented

Team, As it stands today, when a customer has custom search settings enabled (for Account Number, etc.) this is only honored when searching from the Customer Search bar. It would be nice if the customer search settings were honored in all searchable areas of the product, or at least from the home C360 page. Please let me know if I can elaborate with examples of this. Thanks, Josh

4
azhar_uddin
Shoshin
5 years ago
steve_davis
Gainsight Employee: MVP
steve_davisGainsight Employee: MVP
shared in CS Product Ideas

Custom Scorecards For Custom C360 LayoutsImplemented

I love the new C360 layouts and we have built one out for our Gainsight Support Team. The issue that I have, however, is that we have built out MANY scorecards in our Gainsight instance and the only thing that I want my support reps to see are scores associated with "support" metrics.  My request is to be able to pick and chose which scorecard metrics display on individual C360 layouts. For example, just bring in the "support" group for the support team. 

0
steve_davis
Gainsight Employee: MVP
5 years ago
chris_mudd
Veteran Rookie
chris_muddVeteran Rookie
shared in CS Product Ideas

Remove opt out link added by Gainsight when sending surveysUnder Consideration

It would be nice to be able to remove the opt out link that is added to Surveys sent out by Gainsight. The use case is that the customer already has an opt out link that is included in the body of their email being sent to users.  Gainsight goes thru and adds an additional link at the bottom of the email.  

0
chris_mudd
Veteran Rookie
5 years ago
jd_griffis
jd_griffisRegistered User
shared in CS Product Ideas

Gainsight "flat" view vs Account Hierarchy structureImplemented

In Gainsight, all the accounts come in at the same level; with no ability (currently) to view things through the lens of the Saleforce hierarchy for the accounts. This creates issues for our CS team that works with our larger, more complex accounts. For example, when they view their Health Score dashboard, they just see one long list of accounts that are all flat. The reality is that they may have a handful of actual accounts with multiple sub-categories and brands within those accounts; and ideally that would be reflected in Gainsight (health score views, cockpit/CTA views, etc.) We have developed some workarounds, including having a field with the full account hierarchy "tree" available for filtering; but I'm curious if anybody else is struggling with this and if so... any clever ideas on making this work within GS.

8
ashok_dugaputi
5 years ago
josh_grigone
Gainsight Employee: Veteran Rookie
josh_grigoneGainsight Employee: Veteran Rookie
shared in CS Product Ideas

Customizable Sponsor Tracking CardNo Status

Hi team, Currently, "Role" and "Location" appear hard coded onto Sponsor Tracking cards. If some form of location field is not present within the "Configure Card View" of the C360 section, the fourth field that is pulled into the Card view will appear as the "Location" of that contact. Is it possible to remove or modify the Role and/or Location text that appears hard coded on the Contact Card? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161017-51736-1d6dnnj-Snip20161017_18_inline.png[/img] Thanks!

2
blynn_buckley
5 years ago
steve_davis
Gainsight Employee: MVP
steve_davisGainsight Employee: MVP
shared in CS Product Ideas

Summarize By In DashboardsUnder Consideration

I think it would be very helpful as it pertains to overhead to give the option to use report builder's "Summarize By" function in a dashboard.  Example Use Case: I have a report that I track support tickets opened/closed by each support rep. It would be helpful for me to see this information on both a macro and micro level of reporting. Currently, I'd have to build out (for example) 6 report variations to put on a dashboard to see how reps are performing weekly, monthly, and quarterly.  If we gave the option to summarize by, I'd be able to build this report out twice (opened and closed) and just adjust my filters for the data I want to see.  [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/30798-1khz5t3_inline.png[/img]

7
dan_ahrens
ACE
5 years ago
tom_gerth
Gainsight Employee: Champion
tom_gerthGainsight Employee: Champion
shared in CS Product Ideas

Show custom C360 sections in the Mobile appUnder Consideration

Posting on behalf of a customer. I'm wondering if there is anything on the roadmap regarding enhancing the C360 in the mobile app? I've got a customer that would love the ability to see custom C360 sections in the mobile app, such as related lists and UI views?  We've got a pretty good amount of visibility now, but the customer has a few different views that we can't currently see. Thanks! -Tom

0
tom_gerth
Gainsight Employee: Champion
5 years ago
josh_grigone
Gainsight Employee: Veteran Rookie
josh_grigoneGainsight Employee: Veteran Rookie
shared in CS Product Ideas

Extended CoPilot Outreach Scheduling OptionsUnder Consideration

It can become tricky when users want to send Outreaches twice a year and the ability to select "Yearly" as an option when setting a Recurring Schedule would be beneficial in allowing users to schedule outreaches semi-annually, bi-annually, etc. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161115-128734-cpufd2-Snip20161115_150_inline.png[/img] Extended scheduling options may come in handy for customers looking to set a recurring schedule that extends beyond monthly. Thanks!

2
nancy_bray
Shoshin
5 years ago
tracy_streetman
Champion
tracy_streetmanChampion
shared in CS Product Ideas

Cockpit: Sort by StatusImplemented

With the new release I have noticed that when I sort the cockpit by status, "In Progress" is now showing first over "Open".  This was not the case in the previous release.  Am I missing something obvious to re-order the Status list? We have many users that prefer open to be the first bucket when sorted by status.

6
tracy_streetman
Champion
5 years ago
kdehartgainsightcom
Gainsight Employee: Rookie
kdehartgainsightcomGainsight Employee: Rookie
shared in CS Product Ideas

Survey from within ProductImplemented

I've talked to a number of customers who would love to be able to have their NPS survey within their own product. Is this item on the roadmap?  Another common request I hear, is ability for the NPS question itself to be within the survey email body, that has been sent to the customer (so doesn't require clicking a link to be taken to the survey)

11
lane_h
Gainsight Employee: MVP
5 years ago
abhishek_sivaraman
Veteran Rookie
abhishek_sivaramanVeteran Rookie
shared in CS Product Ideas

Gainsight Lightweight WidgetUnder Consideration

Hi All, We are thinking of building a light weight version of Gainsight widget aimed at customers who are already users of Gainsight but want to expand the usage of Gainsight across their organisation to other teams. The use cases for the widget are currently optimised for the sales teams but could potentially expand in the future.  We have shortlisted some of the existing components of Gainsight which we believe would be helpful across other teams like Summary,Scorecard,Features and some form of cross customer reporting to help sales users in their prospect targeting. a. What do you think of the above idea? b. What are the components of Gainsight you think other teams could benefit from? Also , we are looking at different approaches to distribute this light weight widget (private app,public app). Please comment below on your thoughts and we can do a deep dive on this idea. This will help us in making sure what we are planning to build would help your organisation needs. T

8
tzundelgainsightcom
Gainsight Employee: Team Captain
5 years ago
devin_churchill
devin_churchillRegistered User
shared in CS Product Ideas

Remove strike out from closed CTA nameUnder Consideration

Hello, Would it be possible to add an option where you can select whether or not the text of the CTA name is struck out?  As you close more and more CTA's and need to look back through them for a specific CTA, it can be difficult to read. I feel as though the check mark indicating the CTA is closed is really enough differentiation and that the strike out text is not required.  Other ideas to make closed CTA's stand out more are welcome though. Thanks, Devin

4
nitisha_rathi
Veteran Rookie
5 years ago
irit_eizips
irit_eizipsRegistered User
shared in CS Product Ideas

Automatically Close CTA by CTA Name not CTA ReasonImplemented

When I setup a Close CTA activity, I can only pick the reason, say: "Customer Journey" or "Support Issues". Since we don't have a separate reason associated with each support related issue, the close activity might impact too many CTAs. Ideally, I'd like to setup one close CTA activity when the rule described in the "rule setup" section no longer applies. Because of the way the business rules filter is currently set up, it is nearly impossible to configure the "Close" Activity in the same business rule as the "Create CTA" activity. This results in a very long list of business rules one needs to maintain. Moreover, when the list of business rules grows too large (above 20?!) it nearly becomes impossible to quickly associate one business rule to another, if they are indeed related (for example: close and open CTA for certain criteria, or all NPS related (Detractor, Promoter...) business rules).

14
nitisha_rathi
Veteran Rookie
5 years ago
kellie_capote
Gainsight Employee: Shoshin
kellie_capoteGainsight Employee: Shoshin
shared in CS Product Ideas

Filter icon to update to notify users when it has been changed from the default setting on a dashboardUnder Consideration

Request from FICO end users: They would like to see when the filter has been changed on a dashboard from the default setting so it's clearly visible without drilling into the filter. Examples of the filter icon turning green to indicate a change or reflecting what's being viewed in the title, etc.

1
heather_hansen
ACE
5 years ago
alex_legay
Champion
alex_legayChampion
shared in CS Product Ideas

Dropdown in outreach contact preview only pulls from random subset of the power listUnder Consideration

Currently, when you preview and outreach it pulls from a random subset of contacts from the power list attached. It would be nice if you could search the whole contact list.  This would greatly help out customers that are using multi variant emails while testing. For example, if you are using language as an identifier it is possible you won't get any contacts in the dropdown with the language you are testing for. Also, the default variant always shows in the CoPilot preview UI.

0
alex_legay
Champion
5 years ago
scott_renna
scott_rennaRegistered User
shared in CS Product Ideas

Idea: Ability to sleep CTAs for a given timeframe for a clientNot Planned

With new customers, we often see lead times of 30 days or more until clients receive onboarding and get operational. During this time, our CTAs still fire off and our CSMs spend time closing them.  It would be great to have the ability to sleep all CTA activity for a specific client account for a timeframe so that the Cockpit view doesn't become overwhelmed with CTAs that are not actionable. 

2
scott_renna
5 years ago
steve_davis
Gainsight Employee: MVP
steve_davisGainsight Employee: MVP
shared in CS Product Ideas

More Syncing Options For SFDC Synced TasksImplemented

I have a customer who would like more options when syncing tasks about specifically what they want to sync. In this particular use case, the customer would like to sync tasks but not to sync over the "comments/descriptions" of the tasks. Currently, there isn't an option to pick and chose what specifically they want to sync... its all or nothing. 

4
nitisha_rathi
Veteran Rookie
5 years ago
megan_hamby
megan_hambyRegistered User
shared in CS Product Ideas

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? 

2
vadim_matusovskiy
5 years ago
chris_mudd
Veteran Rookie
chris_muddVeteran Rookie
shared in CS Product Ideas

Date Formats CoPilotImplemented

Can we add the ability to show a date format in CoPilot that looks like July 1, 2016.  As it stands now if we try to show the natural format it puts in a time stamp or looks like 1 July 2016.  

6
ben
Champion
5 years ago
roja_kode
Shoshin
roja_kodeShoshin
shared in CS Product Ideas

Mixpanel 2.0 - Data Jobs- Schedule/Next Run Date/timeImplemented

Is it good to have schedule or next run date/time showing on UI of data jobs in Mixpanel 2.0?

0
roja_kode
Shoshin
5 years ago

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