CS Product Ideas
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sponsor tracking "Get Notified" is misleadingUnder Consideration
The sponsor tracking "Get Notified" link is misleading since there is no outbound notification to the Rep when the match is found. I suggest changing this link to "Request Match". Providing a notification to the AM would also be great. This could be something like a weekly batch email.
Our Technical Account Managers use the service cloud and when they click on an account hyperlink that takes them to the c360 they lose some functionality i.e. sub-tabs to help them organize cases/opps under each customers as well as a menu bar at the bottom of the screen for quick navigation. They have to go back into service cloud to get that functionality back or not use the hyperlinks.
Co-Pilot Sample Outreach Reports MisleadingAcknowledged
The Sample Outreach report lists the customer chosen as a "guinea pig" in the "Outreach Results" tab, rather than listing the email addresses for the recipients of that sample outreach. It seems misleading to list the customer and can cause some panic that the sample actually triggered for a customer. An improvement to that report might be to list the email addresses of the actual recipients of the sample and, if necessary, clearly stating that the outreach did not trigger to the "guinea pig" customer.
We have a lot of CTAs for each account and within a CTA there will be multiple tasks assigned to different people. We would like everyone to be able to communicate to each other, and other people, by @mentioning each other in the comment section of a specific task. Example: If I assign a task to 1 person and he needs to give me an update, he would write @harris in the comments section. Then if I have another task assigned to someone else, they could do the same thing. This is better than having them assign me a new task, for which I would be notified the following day. It is also better than having to use chatter to comment on the overall CTA where everyone can view it.
We would like the ability to display individual health scores on a UI View of Customers. Currently the overall Health Score from the Customer object can be included. We would also like to display the AM Assessment on a list of customers. This would give the AM visibility to their current assessment and would identify Customers they need to update. thanks Kristin
Add Template to Mass EditAcknowledged
I do the same exact mass edit multiple times a week (close CTAs for reps who have left the company). It would be great if I could have a drop down template to show the mass edit criteria i specify. I tried to create a rule to close CTAs for inactive reps but since the CTAs all have different Types and Reasons it does not work.
It turns out you can inadvertently delete a report that was in use on a layout. (Please don't ask how I discovered this.) I tested and I can also delete a report if it is in use by a C360 Section as well. There should be a failsafe to prevent the deletion of a report if it is in use by another component
Currently the column filter at the top of a report allows you to filter for "~ contains" "^ starts with" and "| ends with" Would like to expand the column filter options to include "does not contain" so that we can exclude records based on column data. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160108-28674-ls4tzt-image_inline.png[/img]
Can we add a link or tag on surveys?Implemented
We are using Copilot to automatically email a survey to customers when support tickets are closed. The email template includes a tag to display the support ticket number. However, when reviewing survey responses, we cannot see the support ticket number. Is there a way to include the support ticket number on the survey itself?
Customer 360: Meeting Agenda builderUnder Consideration
Has any thought been given to implementing a meeting agenda builder in the C360? It would be very handy for our CSMs to be able to have a template into which they can pull in contacts, objectives from the Success Plan, and add any other specific agenda items right into Gainsight, and then export as a PDF or directly email from C360. Being able to add the customer's logo to the agenda would be a nice touch. Being able to then type up meeting minutes in the agenda and send back out to a customer would also be a nice way to close the loop.
Allow Creation of Native Fields in GainsightImplemented
I'm not sure on the feasibility, but it would be nice to have the ability to create Gainsight-specific fields. That way, we can create fields to accomplish CSM goals without having to first create a field in SFDC. Having the extra step of getting a field approved to be added in SFDC becomes time consuming. It would be great to be able to cut out the SFDC middleman and just have fields created for use just in Gainsight.
We'd like to have the ability to have a CTA sync with a Salesforce task directly, without having to create a task off the CTA. This is important for giving visibility to non-Gainsight users of activity done by the AM, and keep things simple for the AM when documenting interactions with the Customer. As a side note, I thought this Idea was previously posted but couldn't find it. thanks Kristin
Has anyone successfully removed the "Default Closed Status" in the administration > Cockpit Configuration? I would like to essentially not allow Gainsight users to use the quick checkbox in the Cockpit view to mark CTAs as Closed because some users check that box to get rid of the CTA, whereas my default Closed option is one that signals the CTA was completed. While I'm working to educate my users to use a different Closed status when they dismiss a CTA that they never actually handled, I'd like to explore not allowing the quick route to closing CTAs and forcing the user to select which Closed status they intend to apply.
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.
Currently the way to view the Owner of a CTA isn't very simple. Not all of our users have profile pictures, and the only way to know who the Owner is (if profile picture is unknown) is to click into the CTA. It would be nice to have an easier view of who the owner is without having to click into the CTA.
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.
We restrict Co-Pilot access to our Engagement Marketing team for several reasons I won't go into here. Admittedly, though, there are regularly times though when a CSM may need to send a blanket email to all Contacts on an account, or a particular subset of contacts based on a particular role. It would be handy to be able to create a few "standard" Power Lists that could be applied to all Customers and attached to the C360 with a shortcut to send an email. As an example, we have a role called "Organization Administrator" which is a contact that has full administration capabilities over access to our Customer Portal for their organization. We can have multiple of these contacts. If a CSM wants to send a quick email to all Org Admins, it would be useful to have a short cut on the C360 to send an email to all contacts with the Org Admin designation.
Currently, within the scorecard configuration panel you can drag measures to reorder them [i]within a group. If you make a new group that is more applicable later however, there does not seem to be a way that you could seamlessly move the measure to that group. The current (painful) way you would have to do that is to make a new measure, linking all associated rules to the new measure, adjust the weighting to use the new measure, and deprecate the old one. This prevents adapting to new business goals and philosophies. It would be really great to allow you to drag and drop the measures in the groups exactly like within the group itself. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20151229-17929-3c0ks8-Screen_Shot_2015-12-29_at_12-02-43_PM_inline.png[/img]which would also reduce historical context.
It would be helpful if we have an option to skip those accounts having same milestones by rules(milestone field is not available in customer info object) and also to avoid creating same CTA's for those accounts which are closed recently.
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