CS Product Ideas

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5971 Posts

adam_bambrough
Gainsight Rookie
adam_bambroughGainsight Rookie
shared in CS Product Ideas

Copilot & survey delivery as In-app messages instead of emailUnder Consideration

We'd had much better engagement from in-app messages (via intercom) than emails, but without any integration (or native in-app features) cannot trigger in-app messages, or feed the engagement with these messages back into Gainsight to inform health, or trigger CTAs/content. This leaves a blind spot & missed opportunity, so In-app messages, either natively or via an integration would be incredibly valuable 

7
mark_gecsey
Gainsight Rookie
3 years ago
karen_862eb1
karen_862eb1Gainsight Community new member
shared in CS Product Ideas

Need a way to delete Inactive customers from Gainsight with a RuleNo Status

I would like to be able to delete customers from Gainsight that have changed from Active to Inactive status in Salesforce.  Ideally I'd be able to do this with a Rule, but support has advised me that is not currently possible.  The two manual options they provided are (1) to delete them manually (I filtered the Customers page on status, chose the Inactive ones, and had to delete one by one using the trash can icon; obviously I'll need to repeat this daily or weekly or monthly), or (2) to create filters to filter them out (which seems less safe to me in case a filter gets missed, then the total on the Customers page won't equal totals on dashboards).  It would be great to do this nightly with a Rule.  Thank you!

17
S
Shoshin
2 days ago
john
johnGainsight Community new member
shared in CS Product Ideas

It would be great if you could divide data by Manager on reports without actually typing out each emImplemented

It would be great if you could divide data by Manager on reports without actually typing out each employees name

1
heather_hansen
ACE
5 years ago
ian_bennett
Gainsight Rookie
ian_bennettGainsight Rookie
shared in CS Product Ideas

Adding More Informative Tooltips/Definition to Customer list columnsNot Planned

On the Customers tab when viewing any of our list views when a user hovers over each column header the tooltip just gives the self-same name of the column. It would be useful if the tooltip/a help icon for each column could display a more informative description of what the column refers to rather than having to refer to a separate internal FAQs document for example. So the ability to add a column definition to any column in a list view/report which could then be diplsayed to the user when they view that report.

1
elaine_cleary
Gainsight Employee: Golden Ruler
5 years ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Success Plan: Include ability to set priority when creating the ObjectiveImplemented

It's odd that I cannot set the priority on an Objective until after I have created it.  [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160228-83543-1drw8lg-img_inline.png[/img] [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160228-83250-17f20im-img2_inline.png[/img]

2
nitisha_rathi
Veteran Rookie
5 years ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Success Plan: Expand Color scheme options when exporting Success PlanNo Status

We sure would like the option to export in a RED and gray color scheme. :D Specifically this red: [img]https://sslproxy.getsatisfaction.com/sslproxy/SWhAdDNLMG5zdGFuVGlWeqFKB6OHwXXhPGM8-tNoFFfe1c7tNNUfy2ciDMMhzewBwahjvlqvSjdEsPtKaJva191jUt9h4e64Ddkd3D1tQEluGQ1162eUzIJkIIgFPDTCOaa4uJOlUSs8jRNDDp47a2ZaCEhHVgDikEO2C3cp99k=.png[/img] [i]Pantone 1797[/i] [i]CMYK 2 98 85 2[/i] [i]RGB 204 0 0[/i] [i]HEX cc0000[/i]

1
nitisha_rathi
Veteran Rookie
6 years ago
angela_cravens
angela_cravensGainsight Community new member
shared in CS Product Ideas

It would be helpful as an Admin to delete data w/ a Rule instead of manually in Customer Info in SFDCNot Planned

It would be very helpful to have a way to clear out data with a Rule as opposed to having to go into Customer Info and manually clearing (custom label w/data populated by SFDC)

2
angela_cravens
6 years ago
lauren_marsh
Gainsight Rookie
lauren_marshGainsight Rookie
shared in CS Product Ideas

Is it possible to add copilot email sends to the 360 page?Planned

I would like to see on the C360 page what emails have been sent to various contacts at an account.  How can we do this so on the 360 page we can know if an account has received a particular email or not.  

9
C
Gainsight Rookie
11 months ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Reports 2.0: Include the comments field and Color label on individual Scorecard components on GS Scorecard objectUnder Consideration

I have created a report that displays the customers who have a Subjective score (one that our CSM sets based on their knowledge and engagement with the account) below a threshold that puts it in a Red status.  The purpose here is to include on a Manager dashboard, so this can be used during CSM 1-on-1 for review/discussion. It would be helpful if I could: [list] [*]include the notes that a CSM may enter in one of the individual component scores (i.e. Subjective score) in a report i.e. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160226-58882-12sr0g2-img_inline.png[/img] [*]include the color label as a criteria option at the individual component level (similar to how I can use the Current Score Label for the overall score on the Customer object).  This way I could list out Accounts by the color range of the Subjective score (Red, Yellow, Green) [/list]

0
darkknight
ACE
6 years ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Dashboards: Ability to open a report for editing straight from the dashboardUnder Consideration

As an admin, I'd love to be able to click an edit icon on a report from the dashboard and be taken straight to the editing page of the Report.  And once I click save - if I came from the dashboard - take me right back there. Save me several steps from having to go to Administration, Reports 2.0, Repository, Search for the report, click edit.   

6
jeremy_curry
Gainsight Rookie
1 year ago
sarah_couch
Gainsight Rookie
sarah_couchGainsight Rookie
shared in CS Product Ideas

Make Widget and Field Names in C360 Summary View editableUnder Consideration

Currently, Widget and Field names in the C360 Summary view are predefined and not editable. We'd like to be able to change the name of the Healthscore widget to "Assessment Score" as this better reflects our current use of Scorecards. Renaming other Widgets and Fields, similar to the current ability to rename fields in Reports 2.0, would be very helpful. 

11
darshana.shah
Team Captain
1 year ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Dashboards: Make Report Description visible when I hover over Report name on a dashboardUnder Consideration

I like that in the new release there is a Report Description field, but it would be helpful to make this description visible to Dashboard viewers.  My thought is to have it display whenever a user hovers over the Report name on the dashboard.

10
sai_ram
ACE
1 year ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Dashboards: Add ability for users to dynamically widen or narrow reports to view resultsPartially Fixed

End users want the ability to widen a report that exists on a dashboard if the data populated on the report appears a bit too cramped.  Similar to how an admin can widen or narrow the default size of the container in Layouts, give end users the ability to widen or narrow the container size when they view the dashboard if they want to make the view larger or smaller for themselves.  Bonus points if you can make it sticky! 

7
gunjanm
Golden Ruler
1 year ago
ryan
Gainsight Rookie
ryanGainsight Rookie
shared in CS Product Ideas

Copilot Template Folder StructureImplemented

The Email Template section in CoPilot is very hard to navigate through when we have 40+ templates.  Adding an organization structure would be incredibly helpful here. Looking at the structure of the vault templates, something similar and customizable would be very helpful.  

14
R
Veteran Rookie
2 years ago
amanda_rudyj
Gainsight Rookie
amanda_rudyjGainsight Rookie
shared in CS Product Ideas

Cockpit - saving grouping and sorting changes per user.Implemented

When an Account Manager changes the Group By and Sort By options in the Cockpit, it would be nice to have these save so that when they open the Cockpit later they have the same view. 

0
amanda_rudyj
Gainsight Rookie
6 years ago
brian_zieser
brian_zieserGainsight Community new member
shared in CS Product Ideas

More Robust Reporting Options - multiple items with running sums & moreAcknowledged

I realize that reporting is not necessarily GS bread and butter - however I find some reporting functions to be sub-standard.  Currently you cannot see a running sum for multiple marks, at a minimum it would be great to see this.   Additionally I would currently like to insert a Reference line as well. see below image as example [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160224-17646-1d4ukah-OBG_inline.png[/img]

3
elaine_cleary
Gainsight Employee: Golden Ruler
6 years ago
cristina_postolache
Gainsight Rookie
cristina_postolacheGainsight Rookie
shared in CS Product Ideas

Add Subtract N MONTHS from Rule Date in Rule EngineNot Planned

In the Setup Rule filters section, if I work with days, it's really useful to compare to the date the rule kicks, but there isn't any option for Subtract N Months from Rule Date, only subtract days. There are many options based on variants we can choose from, but only a few that involve Rule Date.[img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160224-115381-yx5ym9-dates_options_in_rules_inline.jpg[/img]

1
sundar
Gainsight Employee: ACE
6 years ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
shared in CS Product Ideas

Want to generate Success Snapshots for multiple customers at onceNot Planned

Currently, users must export Success Snapshots for individual customers from the C360 page. Is there a plan to allow users to export SS for multiple customers at once?

2
lila_meyer
Gainsight Employee: Grand Slammer
6 years ago
andrew_cummins
Champion
andrew_cumminsChampion
shared in CS Product Ideas

Ability to be able to log a call in GainsightUnder Consideration

Currently we have to go back into SF to log a call on an account and it would be nice to have that option inside of Gainsight. 

16
manish_m
Gainsight Rookie
5 years ago
dave_boulos
Gainsight Rookie
dave_boulosGainsight Rookie
shared in CS Product Ideas

New Reports 2.0 Repository - Change Default Search ObjectNo Status

The new report repository is nice but the fact that "Last Modified By" is the default search object is inconvenient. Most of the time, I search by "Report Name" so every time I go into the repository, I have to change from Last Modified By to Report Name. It would be nice if the system kept the last object type for future sessions to save time. Or give the option to set the default somewhere else.

8
gaurav_kotak
Gainsight Rookie
6 years ago
sarah_couch
Gainsight Rookie
sarah_couchGainsight Rookie
shared in CS Product Ideas

Make Success Plan "Objectives" configurableNo Status

Similar to the enhancement released today enabling Success Plan Info to be configurable, it would be great if we could modify the "Objective" heading to call it something else. In our case, we'd change the term "Objective" to say "Initiatives". We'd then expect to see the CTA type name changed as well to reflect  the term "Initiatives".

1
nitisha_rathi
Veteran Rookie
6 years ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Customer 360: Add customized search options to bare C360 pageImplemented

I discovered today while poking around the February release that if I go to the following link:  [url=https://URLtoGainsight/apex/customersuccess360]https://URLtoGainsight/apex/customersuccess360[/url]  it will take me to a screen that looks like this: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160219-13226-1pfsmug-img_inline.png[/img] This is great actually, because people are always asking me how to get to the C360 page and I have to remind them it is via the Customer tab, searching for the customer and clicking on the customer name. But even though I have configured advanced search options on the C360 page to include Account Number (and it works when I am on a populated C360 page) the advanced option does not seem to work from this screen. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160219-30562-jpnvke-img2_inline.png[/img] It would be great if we could have that function work here as well, b

7
josh_grigone
Gainsight Employee: Veteran Rookie
5 years ago
tim_anderson
tim_andersonGainsight Community new member
shared in CS Product Ideas

Re-order Cockpit when grouping by TypeImplemented

When grouping Cockpit by CTA Type, my CSMs would like to see Opportunities first, then Events, then Risks.  Currently Risks show up at the top of the screen.  Can we have the ability to re-order the Cockpit layout?

1
lila_meyer
Gainsight Employee: Grand Slammer
6 years ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Rules Engine: Make "filter by" field stickyNo Status

It should would be helpful to have the Filter By field be "sticky" on the rules engine.  I find myself spending a lot of time having to re-complete the filter field when I am doing rule creation and/or maintenance.  Would like to be able to enter criteria in the filter by field and have it persist until I'm ready to change it.

0
darkknight
ACE
6 years ago
ray_r
Gainsight Rookie
ray_rGainsight Rookie
shared in CS Product Ideas

Enhancement Request: Sync custom fields in ZendeskImplemented

We've found that Case Severity in Zendesk is a custom field and therefore Gainsight cannot pull this information over. From a health score perspective, [u]some[/u] organizations might find it suffice to create a rule that adjusts the customers support health score solely based on number of tickets open/closed, but in our organization we have SLA's that require a certain level of attention/response time for high priority tickets. In turn these tickets would have a much more severe impact on our customer health score, but since we cannot bring case severity over and build rules off of that specific criteria the value we get from Zendesk integration is limited to being able to read ticket descriptions and see how many tickets a customer has in the customer 360 page. Since that same information can be accessed with 1 click or keystroke outside of Gainsight it cripples the value one can get from Gainsight's Zendesk integration. 

7
sidhu
Gainsight Employee: Rookie
5 years ago

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