CS Product Ideas

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5967 Posts

tom_wix
Gainsight Rookie
tom_wixGainsight Rookie
shared in CS Product Ideas

Identify Groups of Owners within the Owner field on the CockpitUnder Consideration

Under the Owner filter, would like to be able to identify groups of owners.  For example, the manager of the AMER CSMs could look at the Cockpit and show all the CTAs owned by the AMER team of CSMs. Using the filter for this task is not realistic. Wonder how companies with groups of CSMs are managing the teams of CSMs ?  we have reports and dashboards created, but would be nice to view in the Cockpit in an easy fashion as well.

2
tom_wix
Gainsight Rookie
5 years ago
steve_davis
Gainsight Employee: MVP
steve_davisGainsight Employee: MVP
shared in CS Product Ideas

Pivot Tables in Reports 2.0 based Off Of SFDC DataNo Status

I am seeing a growing need for pivot reports built off of SFDC Data. It appears only MDA data can be pivoted on. 

2
ian_bennett
Gainsight Rookie
5 years ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
shared in CS Product Ideas

My Top Takeaways from Pulse 2016No Status

I've been telling folks that attending Pulse was like spending 4 days plugged into a 240-volt outlet. It was a thrilling experience of absorbing ideas and frameworks for both thinking about and attacking customer sucess. I wanted to share the lessons I learned that, at the moment I heard them, made me scribble them down furiously. Hopefully it's instructive for folks who couldn't go to Pulse, and I'd love to hear what rose to that level for other attendees! [b]Top Takeaways[/b] [list=1] [*][b]We can always do better at knowing how our product is used.[/b] Ask 10 different employees what the most common usage flows are for successful customers, and you'd get 10 different answers. That's a problem for those of us trying to craft the "correct" experience for each customer, and is setting up our less experienced CSMs for strugglesville. Research & decide on the best customer experiences/journeys and use cases. And aggressively compile and internally share the stories that our customer

1
tzundelgainsightcom
Gainsight Employee: Team Captain
5 years ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

CoPilot: Add multiple actions to an outreach (similar to rules)Implemented

It would be really helpful to be able to incorporate an IF-THEN-ELSE type of an approach to outreaches where you can send one of multiple templates within a given outreach. For example, if I have three different onboarding emails, one for each engagement model, rather than create three separate outreaches it would be great to be able to do something like Action 1: Send template A If Segment = HIGH TOUCH Action 2: Send template B if Segment = LOW TOUCH and Contact Role != Admin Action 3: Send template C if Segment = LOW TOUCH and Contact Role = Admin Action 4: Send template D if Segment = TECH TOUCH This would help streamline the list of outreaches and make them more managable.

8
leanne
MVP
5 years ago
logan_t
Gainsight Rookie
logan_tGainsight Rookie
shared in CS Product Ideas

Reports Should Be Alphabetically Sorted By ChoiceNo Status

Reports now are default sorted alphabetically in a descending order (or Z-A). Some users however may prefer sorting in ascending order (or A-Z) by default.  Users can now change the order by clicking the field that they are sorting with until their desired order is reached. But making a way for people to sort and save their reports that will retain the desired sorting would be beneficial and convenient!

2
gaurav_kotak
Gainsight Rookie
5 years ago
heather_hansen
ACE
heather_hansenACE
shared in CS Product Ideas

Accessing VaultNo Status

Sometimes you just want to peruse the vault to see what's new and get ideas. It would be great if either there was a separate tab for Vault or there was a link to access it on every page. :)

1
ethan_rosenblum
Gainsight Employee: Veteran Rookie
5 years ago
leanne
MVP
leanneMVP
shared in CS Product Ideas

How to show scorecard measure description on end user's view of scorecard?Implemented

When we created the Relationship Scorecard measures, each has a field for a description.  However this description doesn't show on the end user's view of the scorecard when they're updating it.  We tried to work around this by using really long descriptive names for the measures, but those are also truncated in the end user's view after about 30 characters.  Can the UI be updated to show either the full name of the Measure or the Description somewhere the end users can see it?

4
steve_davis
Gainsight Employee: MVP
5 years ago
annabelle_werling
Gainsight Rookie
annabelle_werlingGainsight Rookie
shared in CS Product Ideas

I would love to be able to place actions on a specific question in a survey (similar to NPS)Implemented

Actions such as;  change score, trigger CTA, change health score, etc, all from the rules engine. 

1
praneet
Gainsight Rookie
5 years ago
marianne
marianneGainsight Community new member
shared in CS Product Ideas

Option add translation for "Select Language" on multi-lingual surveysImplemented

The new multi-language functionality for surveys is great! However, one bit that would be a welcome addition is the option to add translations for "Select Language" for the top right prompt on the survey. It stands out a bit as that is the only text that stays in English when you select a translated version.

1
praneet
Gainsight Rookie
5 years ago
angelahibdon
Gainsight Rookie
angelahibdonGainsight Rookie
shared in CS Product Ideas

Ability to change and/or add columns to the output of the Success Plan tables in the PPTAcknowledged

Would like the ability to change the column titles in the output of the tables in the Success Plan PowerPoint. Right now the table on tasks has a Due Date, but would like the ability to change that to something more relative to us, like Enter Date. Would also like to add a column for Close Date to show when the task or objective within the Success Plan was actually resolved.

1
nitisha_rathi
Veteran Rookie
5 years ago
allie_gold
Gainsight Rookie
allie_goldGainsight Rookie
shared in CS Product Ideas

Copilot emails should have clickable link to redirect to CTAs for internal outreachesImplemented

We send overdue CTA emails internally to our CSMs and, similarly, to how the Gainsight Daily Notification emails work, we'd like to include a field map that is a clickable link to that overdue CTA.

3
connor_kasser
Gainsight Rookie
5 years ago
annabelle_werling
Gainsight Rookie
annabelle_werlingGainsight Rookie
shared in CS Product Ideas

It would be great to have a sense of Hierarchy connected with NPS scores, specifically Parent & ChilNot Planned

If the parent account responds to an NPS survey, this would then transfer to the child accounts as well. Or Some sense of hierarchy while building survey to note whether this is sent to parent v. child accounts. 

1
manu_mittal
Gainsight Employee: ACE
5 years ago
allie_gold
Gainsight Rookie
allie_goldGainsight Rookie
shared in CS Product Ideas

Ability to view/export/access future CTA creation dates before they're createdPartially Fixed

This is sort of a multi-part idea where future CTA creation dates are easily accessible, exportable, or syncable with Google calendar. This could be manifested in a few ways: [list=1] [*]Google cal integration (and I guess Outlook too if folks still use that ;) ) - see [url=https://community.gainsight.com/gainsight/topics/outlook-google-calendar-integration-to-automatically-create-a-cta]https://community.gainsight.com/gainsight/topics/outlook-google-calendar-integration-to-automaticall...[/url] for my vote for Google integration [*]Gainsight-hosted calendar that showed the future rules that will create CTA's just so that we're aware that some action, whatever it may be, will be triggering a rule soon that will impact the CSM's schedule through CTA creation. In other words, this incorporates a rule timeline but to an extent that it only applies to future CTA creation dates. Perhaps even having the ability to export a report with this information would be helpfu

2
allie_gold
Gainsight Rookie
5 years ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Co-Pilot/Rules Engine: Is there a way to compare date fields from one object to another?Implemented

I have a use case where I need to compare a date field from one object (Contacts) to another object (CSTask).  Essentially I want a Co-Pilot email to be triggered to any Contacts whose Created Date >= 2 days [b]from[/b] CSTask Closed Date.  Doesn't appear I have that option, but would love to be corrected.   If this capability does [b]not[/b] exist, can this question be converted to an idea? Because this would be a very valuable addition.

9
sundar
Gainsight Employee: ACE
5 years ago
steve_davis
Gainsight Employee: MVP
steve_davisGainsight Employee: MVP
shared in CS Product Ideas

More than 10 for append and suggest menuNo Status

On the C360 page, when searching for a customer, we give an append and suggest drop down that shows 10 customers that meet the partial criteria that you have entered. I have a customer that had over 100 variations of an instance and would like to see more than just 10 accounts in this drop down menu.  [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160602-38007-1iiq7ho-Snip20160602_116_inline.png[/img]

0
steve_davis
Gainsight Employee: MVP
5 years ago
sara_hoeffler
Gainsight Rookie
sara_hoefflerGainsight Rookie
shared in CS Product Ideas

Re-Order CTA Reason ValuesImplemented

We would like to be able to re-order the list of reason values that our users select from when creating or editing a CTA.  At present, they appear to be in chronological order.  Ideally, we would be able to put them in whatever order we choose.  However, having them listed in alpha order would be a step in the right direction.

5
irit_eizips
Gainsight Rookie
5 years ago
leanne
MVP
leanneMVP
shared in CS Product Ideas

Relationship scorecards: save the help text on the Measure.Under Consideration

We currently have 15 different Relationship types, so we also have 15 different Relationship Scorecards (since we can't reuse the same scorecard for more than one Relationship).  I've added the same 6 Measures to each of the 15 Scorecards, but I have to configure the help text on each of those 90 Measures separately now.  It would be really helpful if the help text configuration could be added to the Measure when that's created, rather than after it's on the Scorecard, so that it could be configured once per Measure, rather than having to copy and paste every time the Measure is re-used. 

2
leanne
MVP
5 years ago
michelle_flink
Gainsight Rookie
michelle_flinkGainsight Rookie
shared in CS Product Ideas

Real time access for CTAs for Rule creationNo Status

Customer would like to have real time access for CTAs for Rules creation (or as close to real time as possible). Would like ability to have real time data vs. creating 24 rules for each hour in the day.

1
darkknight
ACE
5 years ago
grace_tester
grace_testerGainsight Community new member
shared in CS Product Ideas

Associated Contacts on CTA not Syncing to SFDCNo Status

So I have an issue when a task is created on a CTA and then the CSM goes to sync to Salesforce...the contact they attached in the CTA is not coming through on the task. It would be great if this would pull over to the Name field on the task?

1
kristin_f3c469
Champion
5 years ago
ellenoangieslistcom
Champion
ellenoangieslistcomChampion
shared in CS Product Ideas

Click to Call and Task FieldsNo Status

We love that Gainsight has the ability to click to call, but we are having a few issues relating to how Gainsight populates the "related to" and "contact name" fields on the task.  Ideally, when a user leverages click-to-dial the SF unique ID from the Account record that was clicked on for the call should have the unique ID associated to ‘Related To:’ (SF standard field, database name WhatID) in the task.  If the number the user clicked on was from a contact record, the Contact unique ID should be associated to ‘Contact Name’ in the task.  These fields should be standard fields within the SF softphone as well that should be populated during the call and once the Task record is updated post call from Phone Systems fully committing the record details.  

2
steve_davis
Gainsight Employee: MVP
5 years ago
andrew_cummins
Champion
andrew_cumminsChampion
shared in CS Product Ideas

Automatically notify the customer they can use speech to text for comment boxes in mobile surveysNot Planned

Most customers take their surveys' on their mobile devices. It is proven to improve customer comments when we tell the user they can use speech to text. There was a study done by my current boss that tested this theory. They had a simple one liner that said "feel free to use speech to text here" (Siri, etc. ). My boss did a before and after and there was a DRAMATIC improvement on the amount of comments and people finishing the survey. If there is a way for Gainsight to recognize that the survey is being taken on a mobile device it would be best practice to add some text in there for comment boxes letting the user know they can use speech to text. 

1
zoe_lengyel_a8bd22
5 years ago
kourtnei_mcquaig
kourtnei_mcquaigGainsight Community new member
shared in CS Product Ideas

I'd love it if the "Description" box within a CTA could be expanded. It would be great if you couldNo Status

I'd love it if the "Description" type box within a CTA could be expanded. It would be great if you could expand left for a larger text box. Being limited to the small and very vertical box is frustrating.

0
kourtnei_mcquaig
5 years ago
derik_hettinger
derik_hettingerGainsight Community new member
shared in CS Product Ideas

Attributes Section Containing Back-door Login LinkNo Status

Within the Attributes section, it would be helpful if there was a back-door client login link that takes us to the Conversica dashboard. This existed in the last instance and made navigating between Gainsight and client reporting seamless.

0
derik_hettinger
5 years ago
heather_hansen
ACE
heather_hansenACE
shared in CS Product Ideas

Cockpit TasksImplemented

When you are on the Cockpit page and click to view a task, it doesn't take up the entire sidebar, and you have to scroll in order to view the entire form. However, when you click on a CTA, it does take up the entire sidebar, and there's less scrolling. Could tasks be changed to do that as well? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160525-20729-1r1e0z7-CTA_View_inline.png[/img][img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160525-47104-1h9o3rm-Task_View_inline.png[/img]

1
sidhu
Gainsight Employee: Rookie
5 years ago
elizabeth
Gainsight Rookie
elizabethGainsight Rookie
shared in CS Product Ideas

Automate Export of Standard Scorecard ViewNo Status

I spoke with a customer who is interested in automating a csv export of the standard scorecard view, located under the Gainsight tab. Would like to learn more regarding interest level for this request. 

0
elizabeth
Gainsight Rookie
5 years ago

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