CS Product Ideas
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We currently have to use the business rules to setup a default metric for some of the automated scores in the customer scorecard. Ideally, we would designate the scores to have a certain value by default, unless the condition of the automated rule (or manual criteria) is met.
- using the rules engine - setting a score as an action in the SETUP ACTION step. Q: Is there a way to grab a variable from the SETUP Rule/Show section and place that data into a comment box in the SETUP ACTION set ? Very similar to being able to get data from the SHOW section when you are creating a CTA (use "@" and list of variables show up to choose from)
A customer would like to export multiple customer Success Snapshots at one time. Use case: for executive review meetings, team will review ~40 customers, which requires the team to export a success snapshot for each customer and collate them using Automator. If there's a way to select multiple customers and export a snapshot for each at one time, please let me know as it would save some time. Or this could be a good idea for roadmap! Thanks for any insight.
currently we create CTAs under the same reason code by using the "unique identifier" checkbox. Is there a way to auto close these CTAs when the case closes? I tried the auto close but because of the unique identifier it just finds any old CTA that is with that reason code and closes it. I need a way to sync up the two items somehow. We are thinking about using SF workflow rules to accomplish this but before I jump down that rabbit hole wanted to see if anyone had done this differently.
We have a Salesforce field that is used in Attributes for "Price per X". This price is generally between $0.25-$2.00 - and the value rounds - so we never see the correct value unless we go to the Account page. Can we configure the field to see decimals?
I've recently made a handful of new reports/dashboards to track customers in different stage's. The bar charts are displaying 1.5, 2, 2.5 etc... which seems odd. We are tracking customers stage - so there should not be and half increments here. It looks as though it happens when the scale of the report is under ten. For the comparable reports that have a scale bigger than 10, the half increments vanish and whole numbers are used. For consistency sake looking at the reports, it would be AMAZING to just have everything in whole numbers! Can you share a few examples of why someone would use half numbers in gainsight? I'd love to hear a few ideas!
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.
I think user experience could be enhanced if the toolbar traveled down the page with the page, similar to how the object selector already does. As I add more containers, I have to travel to the top of the page to add a new container, or even to save or preview the dashboard. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160524-73950-pl3qey-Traveling_Toolbar_inline.jpg[/img]
the 100 point scale is tough for us to truly understand sometimes. For example, whats the main difference between a score of 65 vs 75? We would really like to have a simple 5 point scale to make things simpler to understand. Is there any way to make the scorecard a 5 point scale instead of 100 points? And if so, is there a mass edit option to change the numbers to the new scale?
Right now sponsor tracking only pulls in contacts listed on the advertiser’s account. But for the case where we’re only working with agency contacts (found by clicking on 'partners' from the account page and then onto partner contacts), it would be very helpful to also pull those into sponsor tracking for the associated advertiser's C360.
copilot as a tab instead embedded in cockpitImplemented
Hi There, It will be great and time saver if Copilot has it own tab. We use it so often that it is such a pain to navigate through the cockpit's sub tab. Especially when it doesn't remember which sub-tab you are in after you refresh your window. mei ling
Bcc in SFDC EmailsImplemented
When we send an email from SFDC templates through Gainsight's rule engine, we'd like to be able to bcc our internal contacts with some sort of check box option on the setup action step. This would either bcc the email to the account owner or csm (you would be able to choose the user) or it would log the email within the activities on the account/contact level in SFDC. So when you choose send email as your action, there could be an option like a checkbox that says "use the send email to salesforce" feature (and you'd put in your SFDC bcc address that SFDC gives you) and whenever the rule engine ends an email, it will append the email to the account activity so that we could see the actual email and email body in activities. This would hook into native SFDC features.
As many Customer Success teams look to scale, CSMs are tasked with managing larger account loads. This presents challenges when it comes to supporting and assisting their customer base efficiently and effectively. [b]What tools are you or your team leveraging in your organization that enable your CSMs to effectively manage their higher account loads? What challenges have you faced with increasing account loads that you would like others' input on? [/b] [i]We'll be continuing the conversation below! Additionally, tune in to our weekly CSM led webinar on Wednesday May 25th @ 9am PST where we will be discussing this topic! [url=https://support.gainsight.com/hc/en-us/articles/207145967]Click here to register[/url].
I am seeing more and more customers trying to build reports off of related lists (like activity history) with no luck. This particular use case is using a feature in Cases which tracks time into Activities "work duration" field. The "activity" object that we would need to report off of doesn't contain an account lookup which makes it difficult to do anything with and "activity history" object in reports has no data. Also, I can't use that object to use a rule to push it to another object because it doesn't have a lookup.
Looks like calculated fields are limited to numeric field type that are fed from rules engine or outside data sources, not other calculated fields. I'd like to be able to calculate fields off other calculated fields. Workaround is to create another table, create rule to map that data to new table, then calculate new fields. Not great... :(
Currently, you are limited to 1 consistent file name for uploading files on a schedule. This presents a problem for backfilling historical data due to size limitations, along with ongoing uploads of daily data. Best practice would be to allow regex so you can keep the beginning of your filename the same along with _reporting_date.csv. Thanks
Benchmarking against Customer CohortsImplemented
The ability to benchmark a customer against its cohorts would be a powerful tool. It would allow CTAs and Scorecards to really hone in on the stragglers within a cohort as well as allow the CTA and Scorecard configuration to grow with the business as opposed to pegging it to fixed thresholds. This would be so cool!
I've adjusted the attributes fields on the Customer360 area, and noticed that a field with a percentage symbol after it doesn't come through as a percentage, but just the number value. Here is the field in Salesforce (at the account level) called "User retention" and it has a percentage sign: [img]https://mail.google.com/mail/u/0/?ui=2&ik=c68c840f87&view=fimg&th=1545330840ec6083&attid=0.2&disp=emb&realattid=ii_inhl82tv1_154532fca68ab859&attbid=ANGjdJ88yUU1QyztdcnZ7Uj3Mc8hVSAQ3J7558EBm_X53hvCnsghKNAenbZuGRJGul36TzTJXAHpSb0cnIbx1UV5nuLYcW1NIPFdpZcY3TamA1vr_WCIb5XDrT0Pl00&sz=w826-h234&ats=1461699315027&rm=1545330840ec6083&zw&atsh=1[/img] And under Attributes in Gainsight 360 page, it shows as User Retanti59 (but I want the % or else it doesn't make sense). Would love to request that since you're on top of Salesforce that ALL fields do come over properly. I checked with Support and they say it's not currently possible with the percentage
We'd like to have a master calendar that includes scheduled copilot emails and rules all in one place as opposed to looking at the schedule in CoPilot and then the rules engine timeline. It's just helpful to see what a day looks like for automation in one central location.
Survey Results on Gainsight HomeImplemented
In talking with a couple customers, I've heard feedback that they would like to be able to pull the Out of the Box Survey Results (from Analyze section of Surveys Tab), directly into Gainsight Home reports. Right now only some folks at the organization have access to the Surveys Tab - they would like execs to easily see report rollups by question in GS Home. thx!
Success Snapshot: More sections from C360Implemented
Currently, we are only able to export the adoption section from the C360 view. We would like to be able to add other C360 sections to slides, including: [list=1] [*]Features [*]Scorecard [*]NPS responses[/list]Our current work around is to add these sections as reports. However, we then loose the beautiful UI that we see in C360. Adding the ability to add those to the Success Snapshots slides would be awesome.
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