CS Product Ideas
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Email to Timeline profile picture supportUnder Consideration
I have found out that if an email goes directly to a c360 timeline, the profile picture of the user that sent the email is not referenced from Salesforce or anywhere else. If the email goes to draft and then assigned to an account the Salesforce profile picture is used. This request is for when a user set up in user managment that is associated to a SFDC user, their image is used in the timeline entry.
Allow scripts within our HTML editorNo Status
I was working with a customer who was trying to implement a script within our HTML editor so they could send the email as “plain text” and not Rich Text so that a third party can use their API to automatically read the email. Right now, we allow specific tags in the HTML to prepare the email and the system will omit the content included in tags other than those. Right now the allowed tags are as follows: ['a','strong','em','p','li','ul','ol','i','b','div','br'] Idea here is to be able to include these sort of scripts within our editor.
Right now, the NPS widget in the C360 and the [url=https://support.gainsight.com/Surveys/Surveys_2.0/NPS_2.0_Overview]NPS 2.0 dashboard[/url] only references Gainsight's standard survey 2.0 MDA objects (same with survey 1.0). For our customers who want to import survey data from another external source, they miss out on the nice UI that this widget and dashboard provide. I'd like to see us offer the option to have this widget and dashboard reference custom MDA objects too.
Set default opt out fieldsNo Status
Would love the ability to set default fields for Opt Out in Journey Orchestrator. Some customers use different fields, and adding each time to a program is a pain. We have a way to override opt outs with the Operational Emails, so I don't feel we would be limiting too much with this idea.
Not sure if this is possible but adding it as an idea. Basically, if using a customer satisfaction survey program model along with a survey with an associated object/field and the incorrect context id field is mapped, the survey email in the preview still loads fine. For example, if Case : Case ID is set up in the survey as the associated object and field but case number is mapped to Context ID within the program instead of the id, the survey will load in the preview but when published live survey participants will get an error indicating a mismatched id field.
For greater usability of our dashboards, we want to hotlink the contact name to provide direct access to the contact entry form for full viewing or edit. While we are able to do this to link to the Salesforce contact view, we would prefer to provide access to the Gainsight contact information. We would like to be able to do this on reports built from the GS Relationship data space as well as MDA tables. None of this is unfortunately doable today, forcing our CSMs to do no less than 4 clicks each time they want to get there.
Gainsight Sally support SMSNot Planned
To more broadly support mobile use cases, Sally should be able to be configured to work in SMS and other messaging apps. This would allow companies not in Slack to be able to quickly get account information on the go without digging into the full GS app on mobile or desktop.
Test Email GroupNo Status
I'd like an easy way to send test emails to a group of contacts. A test list allows you to quickly and easily send emails not only to yourself, but also to groups of co-workers, or specific individuals for design approval and testing. As you may know, when forwarding emails via Outlook the formatting can change. Part of our process includes test emails via Litmus; forwarding a test email does not suffice. There is no easy way to send test emails to Litmus in Gainsight's current state. My current workaround is to create a power list and send via outreach or JO. This means that I had to create a fake contact in Salesforce to pull in this "contact" as if it were an actual send. This is not the ideal process as it's very time consuming to recreate a campaign after making slight changes.
As an administrator, it would be nice to have this value autopopulated once a successful value is confirmed for your organizations return email sub-domain. Not highpriority, but this may save a step and some headache/troubleshooting cycles and may be expected behavior by "some" people
Represent the percentages as whole values rather than decimals to the hundredth.Response from Customer
Hi Team, Customer is looking for a way to represent the percentages as whole values rather than decimals to the hundredth. Can this be considered? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Image20190522at12-39-11AM-83a6f05f-0f74-4dc6-a5b5-0cbb08c266e8-1339135963.png[/img]
When applying a filter on the Global Timeline, it does not get applied to the attachments. CSM desired outcome is that when you filter the Timeline, the Attachements also get filtered. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190325at7-38-09AM-225134c4-b66c-47bd-8d8a-4046b8462330-12767805.png[/img]
I am creating an email chain in program that contains 3 emails followed by a call-to-action for the CSM if none of these emails were read. In order to make it easy for the CSM to act on these emails not read, I wanted to include in the Comments section tokens like the contact phone number which is not always filled. The error "Token vakue is empty for placehorder 'Phone' at step Create CTA" for every contact that has no phone number defined. The creation of a CTA in program should allow for tokens that may be empty, much in the same way as we can do mailings with empty tokens. We don't necessarily need to set a default value. If empty, the token can just be skipped.
I'm trying to create a report for our CS team managers that shows the count of CTAs that are either overdue or have tasks that are overdue. Essentially, I want a report grouped by CSM, that shows the 'Overdue' count that displays in Cockpit when CTAs/Tasks are grouped by Due Date. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190501at2-04-55PM-082d84d5-d145-430c-b883-898a431f7616-2001603169.png[/img] As far as I know, ootb, I can only get this info through 2 reports... 1. Create a report on the Call to Action object that summarizes CTAs that are overdue. Cool, but what won't be included in the roll-up are CTAs that aren't yet due, but have associated CSTasks that are overdue because the CTA itself isn't overdue yet– fair enough. 2. Create a report from the pre-built Data Space, CTAs and Tasks. Include all tasks that are overdue and count distinc Call to Action IDs. This is ok, but again won't include everything I w
It would be great if fields could be added to the preference pages to gather information that could be used in variant filters. Currently, categories are set at the email template level. I'd like to be able to gather key information such as language or for contacts to update their roles (which indicate certain email delivery types), that can't adequately be captured as categories. Being able to capture language preference is our largest use-case currently.
Failure to log emails in Timeline using BCC feature due to an email typo in one of the email recipientsPlanned
I'd like to log a feature request to make BCC email to Timeline feature user friendly and more intuitive. The use case is one of the email receipient in the TO list has a typo whereas the others are correct. Due to this the system is putting it in drafts. Although I understand the reasons of why this would happen (to avoid logging in the email in incorrect account or attaching email to incorrect contacts) But we will have more difficulty using this feature in future as we do send out emails to contractors who may or may not be SF contacts. The documentation specifies it to be "ALL" receipients should belong to the account but it would be helpful to make this timeline feature more friendly and intuitive. My other timeline feature feedback is listed here : [url=https://community.gainsight.com/conversations/feedback-about-bcc-email-to-timeline-feature-5c745995e4b0821763ba3111]https://community.gainsight.com/conversations/feedback-about-bcc-email-to-timeline-feature-5c74
Right now, you can tokenize who an email comes from using a participant field. So say you run a query to pull in participants and you also pull in the CSM Email and map it to Sender Email Address. Then you use that field for the Sender address in your first email step and then another a few days later. That is fine but in a scenario where this data needs to change while a participant is still in a journey, the only option I can think of is to drop the participant. An idea came from a support ticket would be to be able to tokenize these sending fields from Company and SFDC user fields. So say, the account CSM is set to always be the sender. That way if it changes, it would be reflected in the program email. I understand this may be a little hard to troubleshoot though if something changed when it wasn't supposed to but maybe there is a different enhancement that could help this case that I can't think of.
Every once in a while I have seen that sometimes the job that logs emails to SFDC fails. Unfortunately, right now there is no process to notify the Admin or other users that this failed since the outreach/programs primary job in sending the email is successful. Ideally there would be some email or notification indicating as such as well as a way to re run this job for those that failed.
Thoughts on Person ScoringNo Status
Hi Community members, we want your thoughts on [b]Person scoring[/b] and how it will be useful in monitoring the individuals health. On broader level Person scoring will give the ability to score individual persons at more granular level. Kindly, share your suggestions and use cases around Person scoring.
Gainsight NXT is the next evolution of the Gainsight platform. For companies to maximize customer growth, they know they need a platform that: [list] [*]Offers them complete control in order to map to both the speed and complexity of their business, [*]Can easily integrate with other systems to better understand customers and drive personalized engagement at scale [*]Provide every employee across their organization the context needed to make customers successful …all delivered through a beautiful and snappy user experience. [/list] To do that, we are investing in new platform technology that will keep the advantages of Gainsight’s architecture you’re familiar with, while delivering on these three benefits. New Gainsight customers will begin implementing on NXT and can reference these [url=https://support.gainsight.com/View_More_Categories/GainsightNXT/Gainsight_NXT_Release_Notes/Gainsight_NXT_Release_Notes_6.0_Februar
Hi Team, One of our customer reported that in Edit mode of C360>success plan info, the container is scrollable, not expanded. The screenshot below shows the container in Edit mode and the browser real estate was not being used to it’s fullest. SS: [url=https://cl.ly/e156a00c7303]https://cl.ly/e156a00c7303[/url] As you can see in the screenshot, there is a scrollbar for the Success Plan panel, but it would be create if you can expand the whole module to make text input easier, similar to the classic mode. Best, Hardik
Hi, When you unable collabration feed tracking and whatever attributes you select(Account, ARR etc..) will pop-up when you hover over the success-plan feed but this works only in Salesforce classic and not in lightning- Here is a.gif for more detail- [url=https://cl.ly/a56b9dd41427]https://cl.ly/a56b9dd41427[/url]
Hi team, One of my customer has noticed an issue in lightening mode where success plan pane not sized correctly in UI for the lightening mode. However, it works in classic mode. Is it feasible for us to make the container size same as in the "Classic" mode.
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