CS Product Ideas
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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!
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.
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]
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]
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.
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".
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
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.
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.
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.
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.
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.
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
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.
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
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?
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.
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