CS Product Ideas

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5984 Posts

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
kaycee
Gainsight Rookie
kayceeGainsight Rookie
shared in CS Product Ideas

Ability to Delete Multiple Rules at One TimeNot Planned

Currently admin users can only delete one rule at a time. It would be great if we could delete multiple rules at once, instead of having to do them one by one. 

5
Cornelia
7 months ago
ryan
Gainsight Rookie
ryanGainsight Rookie
shared in CS Product Ideas

Link to a non Gainsight object from DashboardsNo Status

From the Gainsight Dashboards, we pull reports on various non-GS objects.  For example, I have a report of all open cases filtered by CSM.  It would be nice to be able to click to that Case record right from the report rather than going into the 360 page and clicking on the action icon.  Having the "Action" that is available from reports on the 360 available on the reports in dashboard would be IDEAL. 

3
A
5 years ago
heather_hansen
ACE
heather_hansenACE
shared in CS Product Ideas

Add CTA from Customers ListNo Status

Would be great to have an option next to each customer in the list to add a CTA (similar to the add CTA from the Cockpit). If you have a customers who have similar company names, it's hard to find the right one, and you can click to the Customer from the list, but that's one more step than from the Cockpit.

1
elizabeth
Gainsight Rookie
5 years ago
andrew_cummins
Champion
andrew_cumminsChampion
shared in CS Product Ideas

Increase the view size of the CTA name in CockpitImplemented

It would be nice to be able to manually move or be able to set the size of the CTA name section in cockpit. I have multiple CTAs that have pretty long names and I can't see the entire CTA name because of it. 

2
andrew_cummins
Champion
6 years ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
shared in CS Product Ideas

Use Mass Edit to add PlaybooksUnder Consideration

I have a bunch of CTAs I've created for my CSMs using a Rule, and then I adjusted their Close Dates using DataLoader. I would like to use Mass Edit to apply a single Playbook to all of those CTAs at once, instead of having to do it to each CTA.

9
sriram pasupathi
Gainsight Rookie
11 months ago
jeffrey_coleman
Champion
jeffrey_colemanChampion
shared in CS Product Ideas

A date axis should show all marks, not just those when data existsNo Status

When creating a report where the X-axis is a date, I think the axis should work more like the behavior I see in Excel or Tableau. In the example I have included here, the account actually had activity for 4 weeks, then [i]no activity for the week of 2/5/16, followed by activity the week of 2/12/16. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160216-2587-14dla7n-2-16-2016_12-30-22_PM_inline.png[/img] The 2/5/16 mark should be shown in this graph to better illustrate that there really was a week there... just nothing happened.

6
jeffrey_coleman
Champion
6 years ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
shared in CS Product Ideas

Move CTA & Task due dates into the pastNo Status

I have a number of CTAs with Tasks, where the last Task is due on the same date as the CTA due date. I can't move the CTA due date into the past easily, because I get this error:  [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160216-89060-15wq8sf-Image_2016-02-16_at_2-51-23_PM_inline.png[/img] If I change the CTA due date into the past, I would like to get the same option that I get when moving a CTA due date into the future, so that I can slide all those CTA due dates into the past as well: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160216-80153-mu38g4-Image_2016-02-16_at_2-54-43_PM_inline.png[/img] My specific use case is that we're just implementing Gainsight, and I'm trying to load in the CTAs for renewals and newly-signed customers, since I'd like those CTAs to be there for CSMs to work off of as if we'd had Gainsight all along. I'll use a Rule to generate the CTAs, but I can't use the Rule to apply

3
seth
Gainsight Employee: ACE
3 years ago
kaycee
Gainsight Rookie
kayceeGainsight Rookie
shared in CS Product Ideas

Allow Admins to Create Tags that can be hiddenNot Planned

Admins can enable Tags so that non-admin users can use them to tag customers, but it would be nice to be if Admins had the ability to create Tags that are hidden from users (or can be made visible if necessary). This would help us tag customers for our own administrative purposes (i.e. rule creation, reports, etc) without having all our tags visible to regular users.

1
kendra_mcclanahan
Gainsight Employee: Team Captain
6 years ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
shared in CS Product Ideas

Email notifications not sent to user who authorized MDAWorkaround Available

For a number of our rules that create CTAs, I am the CTA's "Default Owner", in case the Customer Success Manager field isn't filled out on the Salesforce Account. As the Gainsight Administrator, it would be my responsibility to fix that data, and then reassign the CTAs to the right person. However, since I'm not in my Cockpit every day (since I'm CSOps, not a CSM), it's important for me to be able to get email notifications when a CTA is assigned to me. However, Gainsight support (ticket 7877) confirmed that there are two situations where an email notification will not be sent: [list=1] [*]When you assign a CTA yourself, you won't get the notification [*]When a CTA is created via a rule, it will not send a notification if the assignee is the user that authorized MDA. This is per design, and would be an enhancement request to get this not to happen.[/list]Since I am the Gainsight Administrator, I am also the person who authorized the MDA, so I can't get these email notifications, so n

8
seth
Gainsight Employee: ACE
6 years ago
lane_h
Gainsight Employee: MVP
lane_hGainsight Employee: MVP
shared in CS Product Ideas

Set score based on survey responseImplemented

There are a few questions in our survey which help us predict churn. The native survey functionality is great in showing us what people responded and how, but I'd like to create a report, or better rules to change scores.  Is this something I'm missing? 

5
aditya_marla
Gainsight Rookie
4 years ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Success Plans: Add ability to assign Responsibility for a task to someone other than ownerNo Status

I know the first response will probably be "Just change the Owner of the task to someone else..." but hear me out... We intend to use Success Plans as a joint plan between us and the customer.   There may be tasks to document which require someone from the customer's team to be responsible for delivering, but since the customer does not have access to Gainsight to provide updates, etc.  the CSM would still need to be the Owner of the task. What about creating a free text "Responsible" field that allows you to assign responsibility to someone other than the task Owner? OR Allow the Owner field to do a lookup on the Contacts table as well as users.   Of course this would make it appear in Cockpit as if the Customer contact owns the task...but it would still be visible to the CSM yes? Basically just need a way to assign responsibility to someone externally while allowing CSM to maintain visibility and management of the task.

2
nitisha_rathi
Veteran Rookie
6 years ago
lane_h
Gainsight Employee: MVP
lane_hGainsight Employee: MVP
shared in CS Product Ideas

NPS Close TimeNot Planned

This is our first time running NPS through Gainsight. We have the end date set, but when does the survey close on that day? Does it end at midnight? 11:59pm?  Is it possible to have the functionality added where we can select the time the survey ends?

7
lila_meyer
Gainsight Employee: Grand Slammer
5 years ago

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