CS Product Ideas

Submit product suggestions

  • 5,984 Posts
  • 25,136 Replies

5984 Posts

kristin_f3c469
Champion
kristin_f3c469Champion
shared in CS Product Ideas

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.

2
cristina_postolache
Gainsight Rookie
5 years ago
karen_862eb1
karen_862eb1Gainsight Community new member
shared in CS Product Ideas

Have column width settings persist on Customers pageImplemented

If you adjust the column widths on the Customers page, it would be great to have that setting persist; i.e., if you navigate to another page and then back to the Customers page, it would remember your column width adjustments.

9
jen_pakravan
Gainsight Rookie
4 years ago
andrew_cummins
Champion
andrew_cumminsChampion
shared in CS Product Ideas

Hyperlinks to open up in Support Console (service cloud) instead of an entirely new tabImplemented

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. 

2
andrew_cummins
Champion
6 years ago
lauren_mintz
Gainsight Rookie
lauren_mintzGainsight Rookie
shared in CS Product Ideas

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.

1
sundar
Gainsight Employee: ACE
6 years ago
harris_maidenbaum_cbac7b
Gainsight Rookie
harris_maidenbaum_cbac7bGainsight Rookie
shared in CS Product Ideas

We need the ability to @mention users in the comment section of tasks in the cockpitImplemented

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. 

4
sai_ram
ACE
2 years ago
kristin_f3c469
Champion
kristin_f3c469Champion
shared in CS Product Ideas

UI Views support individual health scoresNo Status

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

4
tom_wix
Gainsight Rookie
6 years ago
willybeanes
Gainsight Rookie
willybeanesGainsight Rookie
shared in CS Product Ideas

Reports 2.0: Data Points for Line GraphsImplemented

How do I add data points on line graphs in Reports 2.0?

1
sumesh
Gainsight Rookie
6 years ago
ellenoangieslistcom
Champion
ellenoangieslistcomChampion
shared in CS Product Ideas

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.  

16
sriram pasupathi
Gainsight Rookie
1 year ago
brian_3d7949
brian_3d7949Gainsight Community new member
shared in CS Product Ideas

Extract MDA data via API?Implemented

Looking for the ability to pull data from the Customers tab/report out of Gainsight via API. Does this capability exist?

14
kyle_handley
Gainsight Rookie
4 years ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Reports: Prevent deletion of a report if it is in use by layout or C360 sectionImplemented

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

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

Reports: Add "does not contain" option in the filters at the top of each columnNo Status

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]

5
amanda_rudyj
Gainsight Rookie
6 years ago
steve_margulis
Gainsight Rookie
steve_margulisGainsight Rookie
shared in CS Product Ideas

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?

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

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.

6
colin_burns_c26524
Gainsight Rookie
4 years ago
tracy_streetman
Champion
tracy_streetmanChampion
shared in CS Product Ideas

Sponsor Tracking - connection with XINGNo Status

Any thoughts of also looking at XING for Sponsor Tracking.  We have many customers that use it over LinkedIn.

0
tracy_streetman
Champion
6 years ago
tracy_streetman
Champion
tracy_streetmanChampion
shared in CS Product Ideas

Notified for LinkedIn Email ChangeNo Status

We love the Sponsor Tracking and find it very helpful.  Currently we get a CTA for a change in Location, company, or title.  It would be nice to also get notified if a sponsor changes their email.

0
tracy_streetman
Champion
6 years ago
kaycee
Gainsight Rookie
kayceeGainsight Rookie
shared in CS Product Ideas

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. 

4
ajit_singh
Gainsight Employee: Rookie
6 years ago
kristin_f3c469
Champion
kristin_f3c469Champion
shared in CS Product Ideas

Sync CTA to Salesforce Task (without requiring a CS Task)Not Planned

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

11
grace
3 years ago
michelle_macksood
Gainsight Employee: Shoshin
michelle_macksoodGainsight Employee: Shoshin
shared in CS Product Ideas

Adjusting colors on Customer StagesImplemented

Spoke with a customer today who would like to adjust the colors associated with the stages that are on the 360 page. 

3
sierra_evans
Team Captain
2 years ago
matthew_lind
Team Captain
matthew_lindTeam Captain
shared in CS Product Ideas

Not allowing "Default Closed Status" in Cockpit ConfigurationNot Planned

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.

0
matthew_lind
Team Captain
6 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
kaycee
Gainsight Rookie
kayceeGainsight Rookie
shared in CS Product Ideas

Better view of CTA Owner in CockpitPlanned

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. 

11
H
Gainsight Employee: Rookie
4 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
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Customer360: Add email shortcut to pre-defined Co-Pilot Power ListsImplemented

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.

5
darkknight
ACE
5 years ago
matt_torrisi
Gainsight Rookie
matt_torrisiGainsight Rookie
shared in CS Product Ideas

Ability to move scorecard measures between groupsImplemented

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.

6
A
Gainsight Rookie
3 years ago
navya_b_a
navya_b_aGainsight Community new member
shared in CS Product Ideas

Filter to avoid creating same milestones and CTA's for the same accounts by rule.No Status

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.

8
nstuyvesant
Gainsight Rookie
6 years ago

Check out our upcoming events

Terms & ConditionsCookie settings