CS Product Ideas

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5984 Posts

lane_h
Gainsight Employee: MVP
lane_hGainsight Employee: MVP
shared in CS Product Ideas

Viewing Completed Success PlansNo Status

When a success plan is completed, it becomes grayed out. Because of this, our CSMs aren't able to review what was covered in a success plan. It creates a hinderance when we are training CSMs on how to use specific success plans or show best practices. It is also difficult if a customer is ever transitioned to a new CSM. The new CSM would have to re-enable the success plan to read what happened. Would it be possible to just move the Success Plan to completed but still have everything viewable?

1
nitisha_rathi
Veteran Rookie
6 years ago
lane_h
Gainsight Employee: MVP
lane_hGainsight Employee: MVP
shared in CS Product Ideas

Gainsight Vault for ReportsNo Status

I love the Gainsight Vault for Playbooks and Surveys! It would be great to also get something for Reports. Many of the posts in the Community are around how to create certain reports. I know everyone's setups are different, and what we want to report on will be different, but I think there is a lot of overlap that would be great to have in a vault. A great example is the reports you go over during Gainsight on Gainsight webinars. Instead of having to reference slides from a slidedeck after the webinar, it would be great to be able to go to a vault and download the report and configure as necessary.

2
elaine_cleary
Gainsight Employee: Golden Ruler
6 years ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
shared in CS Product Ideas

Rule should set CTA due date based on Rule DateNot Planned

I'm trying to load in CTAs that should have been created in the past, since they're based on the customer's contract dates. So, I'm using the rule that is running daily now to create these CTAs, and am running it for a historical date. However, the rule setup is querying for customers based on the [i]rule run date, but the CTA due date is set based on [i]today's date, not based on the [i]rule run date. For example, we create the renewal CTA 120 days before the contract end date. If I run the rule for Oct 3 2015, it should create the renewal CTAs for customers whose contracts are set to end on Jan 31 2016 (120 days later), and it should set their due dates to Jan 31. However, instead it: [list] [*]Finds the customers who, on Oct 3, were 120 days before their contract end date. (So, it finds the correct customers.) [*]Creates a CTA and sets its due date 120 days ahead of [i]today.[/list]This is aggravating. I'm going to have to create all those CTAs and then set their due

7
olavo_zapata
Gainsight Rookie
3 years ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Success Plan: Exclude Objective Status from Success Plan exportImplemented

We have a Closed - Not Applicable CTA status that we do not want to display on the Success Plan export.   Is there a way to edit the reports that are used as part of the Success Plan export? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160212-83077-1ei1paj-img_inline.png[/img]

1
nitisha_rathi
Veteran Rookie
6 years ago
kerry_oconnor
kerry_oconnorGainsight Community new member
shared in CS Product Ideas

creating a custom formula to compute NPS surveys in GainsightImplemented

Hello- we use an outside source (CustomerGauge) to compute our NPS scores. We have successfully transferred these survey results into Gainsight but it seems to be averaging the NPS scores under the customer 360 view. Is there a way to compute the scores differently under the customer view? For example, we would like the score to be computed as - promoters MINUS detractors DIVIDED by number of survey results. 

2
N
Veteran Rookie
2 years ago
ellenoangieslistcom
Champion
ellenoangieslistcomChampion
shared in CS Product Ideas

Time of Task and Sync to Outlook CalendarAcknowledged

Our CSMs are requesting that Tasks have a due time (not just date) and that you are able to sync them with their outlook calendar.  If they tell a customer they will call them at 2pm, it would be nice if the Gainsight CTA that they set for themselves had a task with a time of 2pm that would show on their outlook calendar.  

5
C
Gainsight Rookie
1 year ago
smorrisgainsightcom
Gainsight Employee: Team Captain
smorrisgainsightcomGainsight Employee: Team Captain
shared in CS Product Ideas

Need A Way To Filter MDA Data Off Of Current UserImplemented

I have had a few clients looking to do the same filtering that is available when reporting on SFDC objects.  The big ask is something similar to CSM = Current User. I'm assuming that we pass the session ID of the logged in user to get the filter to work appropriately on SFDC data, however in MDA I have not been able to figure out a workaround that behaves the same. Is this on the roadmap or are there any known workarounds?

8
dstokowski
Gainsight Employee: ACE
5 years ago
harris_maidenbaum_cbac7b
Gainsight Rookie
harris_maidenbaum_cbac7bGainsight Rookie
shared in CS Product Ideas

Adding a Reason option to Objective CTAs that are added to Cockpit when Success Plan is marked activeImplemented

When you make a Success Plan active and the Objectives are added to the Cockpit we should be able to add a Reason to the Objective CTA. This would allow us to group by or filter by CTA reason for better organizing the cockpit. 

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

Dashboards: Private dashboards for Success OperationsImplemented

I don't know if this is already possible, but I would like to be able to create a dashboard that is only accessible to users with Admin rights.  This would give Success Operations the ability to create their own reports that do not need to be public to the rest of the organization and view them on a single pane without having to go to Reports 2.0 to view the report everytime.

3
sumesh
Gainsight Rookie
6 years ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Playbooks: Include comments field in SearchDeprecation Planned

When I am searching through Playbooks it currently only appears to search on the Playbook name.  Would be good if it would search the Comments field as well. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160209-104312-12w1hd6-playbook_inline.png[/img]

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

Rules Engine: Playbook name is truncated on Setup Action screenImplemented

Title seems fairly self explanatory but see attached image:  [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160208-56822-j59vh2-Screenshot_from_2016-02-08_15_56_13_inline.png[/img] The Playbook field does not display the entire name.  It is truncated and if I click on it, it just exposes the picklist, but not the full playbook name. Either widen the field to show the full name, or enable a hover-over function that will show me the full name. 

1
angela_domenichelli
Champion
2 years ago
sarah_couch
Gainsight Rookie
sarah_couchGainsight Rookie
shared in CS Product Ideas

Filter Success Plan Categories by Success Plan TypeImplemented

Similar to the ideas to filter CTA Reasons by CTA Type, we'd love to see Success Plan categories filtered by Success Plan Type. 

2
nitisha_rathi
Veteran Rookie
5 years ago
kaycee
Gainsight Rookie
kayceeGainsight Rookie
shared in CS Product Ideas

Tasks Owners Cannot Close CTAs they are not the Assignees forNo Status

We have some CTAs that include Playbooks/Tasks that list different Assignees. Currently, there are no guardrails to keep Task Owners from closing out a CTA that is owned by a different user. For our org, we want to make sure users can only close out the Tasks/CTAs for which they are assigned. 

2
darkknight
ACE
5 years ago
kaycee
Gainsight Rookie
kayceeGainsight Rookie
shared in CS Product Ideas

Ability to Create More than 10 CTA TypesImplemented

Currently users can only create 10 CTA Types. We're starting to run into issues with this, as we already have 5-6 CTA Types and aren't clear on how many more we will need in the future. It would be great if we could add more, since it's hard to bucket CTAs into 10 categories with our business. 

10
sai_ram
ACE
4 years ago
rosalinda_garcia
rosalinda_garciaGainsight Community new member
shared in CS Product Ideas

Systems Admin privileges required for Gainsight Admin roleNo Status

Our security environment does not allow Salesfoce non-systems admins to have the following We need three permissions.  This is causing the Gainsight admin to work with a salesforce admin in to create measures of add custom labels.  Thus making a on person task a 2 person task.  Can you please design a solution that does not require these permissions to create a custom lable or measure?API Enabled Modify All Data Customize Application

2
angela_cravens
6 years ago
greg
Gainsight Rookie
gregGainsight Rookie
shared in CS Product Ideas

Modifying formula in Calculated field - Admin Hours 2/4/16 1pm CTPlanned

During today's admin hours session, I brought up a question about being able to change the formula used to calculate percentages in the Calculated Field option. We're taking the # of enrollments into our certification courses, and would like to use the successful completion percentage to help set score of one of our measures. The successful completions are tracked as "certificates" in the account record in SF. I would like to use certificates as "B" and enrollments as "A", and simply have a function of B/A for percentage of successful courses. Right now using the formula of ((A-B) / B) * 100, and switching the 2 variables, would result in a negative integer as the numerator. We need A-B/A or simply B/A, or the ability to create a formula of any shape with the variables that are loaded into Gainsight. 

3
greg
Gainsight Rookie
6 years ago
allastair_meffen
Gainsight Rookie
allastair_meffenGainsight Rookie
shared in CS Product Ideas

Create a playbook from a manually created CTANo Status

A number of my CSMs will spend time creating manual CTAs for situation/scenarios that turn out to be pretty common among the team, so I end up creating a playbook right from that CTA but it is a manual process. It would be helpful if I could just create the playbook automatically from the CTA and then assign the appropriate resource and time frames.

1
irit_eizips
Gainsight Rookie
6 years ago
kaycee
Gainsight Rookie
kayceeGainsight Rookie
shared in CS Product Ideas

Enable Users to Create Their Own ReportsUnder Consideration

It would be great for non-admin users to create their own reports instead of having to go through Gainsight admins. The increased need for custom reports makes it so that admins have to create reports to satisfy the needs of the individual instead of a group. This creates duplicate work that ultimately fills up dashboards (in order for non-admin users to see a report) when it would be easier for a user to create and view their own reports in their private repository (sort of like how SFDC has their reports). Since only 6-12 reports can be viewed in a dashboard, too many custom reports requires the creation of more dashboards, which will eventually become confusing as the number of dashboards increases. 

17
darkknight
ACE
3 years ago
candace_jones
Gainsight Rookie
candace_jonesGainsight Rookie
shared in CS Product Ideas

Cross-Client MilestoneNo Status

It would be great if there a way to drop a multi-client milestone. For example, if we release a significant new feature and want to track adoption changes after that point, it would be helpful to assign it to all clients in bulk. 

1
dstokowski
Gainsight Employee: ACE
6 years ago
megan_hamby
Gainsight Rookie
megan_hambyGainsight Rookie
shared in CS Product Ideas

Reports 2.0: Bar & Line ChartPartially Fixed

It would be great if we could create a report with that totals the sum of ACV a CSM is managing as well as the number of accounts they are managing, similar to the report we have in SFDC (as seen attached).[img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160203-56659-1yosznx-Screen_Shot_2016-02-03_at_10-48-24_AM_inline.png[/img] 

5
jeffrey_coleman
Champion
5 years ago
naquiyah_cash
Gainsight Rookie
naquiyah_cashGainsight Rookie
shared in CS Product Ideas

Reports 2.0: Table of Contents UI BuggyImplemented

Hey All Wondering if anyone else has experienced this. Noticed when I open a table of contents from a graph and expand a field (for example below its Call To Action Name) The fields on the right move but I am unable to scroll to the right. Secondly would be great to have the box expand bigger if more fields are added. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160203-523-1tpg5vd-PastedGraphic-25_copy_inline.png[/img]

1
sumesh
Gainsight Rookie
6 years ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Cockpit: Need a "delegate" function for CSMs to assign a backup when they are on vacationNot Planned

We have a need for CSMs to be able to transfer their workload temporarily to another CSM when they are going to be out for an extended period of time.  Expecting a backup CSM to check the cockpits of 75 additional customers is not feasible. 

7
sai_ram
ACE
4 years ago
lane_h
Gainsight Employee: MVP
lane_hGainsight Employee: MVP
shared in CS Product Ideas

Different Scorecards for Different Customer TypesImplemented

Not all customers are created equal. We have several different types of customers. Some fall under our Account Managers and other under our 1:Many.  For our Account Managed customers, there is a desire to add different cards that weigh the overall score differently than our 1:Many customers. While many of our metrics will be the same, we want to be able to be weighted differently by the customer types.

0
lane_h
Gainsight Employee: MVP
6 years ago
will_robins
Gainsight Employee: Team Captain
will_robinsGainsight Employee: Team Captain
shared in CS Product Ideas

How we Auto-close "Support Risk" CTAs at GainsightNo Status

We recently implemented an auto-close CTA system in GonG (Gainsight's own instance of Gainsight) for our Support Risk CTAs. Wanted to share! We have 3 different types of Support CTAs: 1) New High/Urgent Support Ticket 2) 5+ Tkts Opened in Past Week 3) Tkt open for 21+ Days Here's our autoclose solution: 3 Custom fields on Customer Info: -Open Support Cases -Open Support Cases (High Priority) -Open Support Cases (21+ Days) 5 Rules that run each day: 1) Load 0's to the Custom Fields above 2) Rule that counts # of open tickets for each account and loads to "Open Support Cases" 3) Rule that counts # of open High Priority tickets for each account and loads to "Open Support Cases (High Priority)" 4) Rule that counts # of open 21+ day tickets for each account and loads to "Open Support Cases (21+ Days)" 5) Rule [built on the Call to Action object] that filters for active, unflagged, rule-generated Support CTAs    -If Open Support Cases < 3, [b]close Support: Vol

0
will_robins
Gainsight Employee: Team Captain
6 years ago
andrew_cummins
Champion
andrew_cumminsChampion
shared in CS Product Ideas

Need more date filters for reports 2.0Under Consideration

It would be great to have more date filters. Maybe a custom filter that allows you to see anything you want. You would not longer need all the filters you have and no one would probably ask for another filter after this update. You could have it set up so that you say case "Close Date" = DROPDOWN ["last" and "next"] then have a number field I can input any number I want and then after that DROPDOWN ["days, weeks, months, years"]

25
alen_horvat
Gainsight Rookie
5 years ago

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