CS Product Ideas
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Show Totals when "Show Data Points" Is enabled on Pie Charts and othersUnder Consideration
In Salesforce, reports often show both the total sums of each slice in a pie chart as well as the [b]Total Sum of the entire pie chart[/b]. Here's an example of one report shown in each: [b]Salesforce: [/b] [img]https://sslproxy.getsatisfaction.com/sslproxy/SWhAdDNLMG5zdGFuVGlWemYnWjaOFTrL_b5BQSrV-9BJa4iRVsQPAkEHWCp9dp6FQqPkpBdEAbVOeOkT5qyoig==.png[/img] [b]Gainsight: [/b] [img]https://sslproxy.getsatisfaction.com/sslproxy/SWhAdDNLMG5zdGFuVGlWemYnWjaOFTrL_b5BQSrV-9CD5WNWxOP35w042HRYKCGf0hdJr7fiWeU1pTQ1s6dI8g==.png[/img] Notice how, even with "Show Data Points" on in Gainsight, we still aren't able to show[b] total number of customers[/b] in this report. Our managers and CSMs would really like this feature in order to easily be able to see the totals on reports without having to do the math manually. Also, just a side note -- the format of the sum and percentage looks a lot cleaner in Salesforce. Might be worth experimenting with the 97: 40% format instea
Reports 2.0: Provide a function to disable the "auto run" capability of a report when pulled up in Implemented
When I pull up a report from the repository in Reports 2.0, it automatically tries to run the report and pull data. Sometimes these reports are utilized primarily on the C360 page where the expectation is that it would typically only run for a single customer - but in R2.0 the criteria opens it up for a much broader search. This can mean a lengthy delay in the time it takes to run ["Please wait while we crunch your data"] when all I may want to do is tweak the filter or other criteria. Basically what I'm trying to say is I don't want the reports to immediately run automatically when I pull them up because I may just want to make a change to the criteria. Give me the option of disabling auto-run and manually trigger a run once I have had a chance to tweak the criteria.
Customer360: Add ability to export Usage Adoption graphUnder Consideration
We would like the ability to export the Usage Adoption graph directly from the C360 page once a user has selected which metrics to display and the date range, similar to how you can export reports. I know that you are able to export the entire C360 but would like the ability to export just the Usage Adoption section so that I could incorporate charts into presentations, etc. [img]https://d2r1vs3d9006ap.cloudfront.net/s3_images/1333505/RackMultipart20151221-27126-1q4a9ma-usage_inline.png?1450738351[/img]
When I pull up the Rules Engine, I have the ability to filter for rules that are Active or Inactive, but it would be very helpful to also filter by the Status of the last run (Success, Failed, Partial Success). As the list of rules grows and grows, filters like this will become more important as I have to scroll through all the rules until I find failed or partially succeeded rules.
My team has asked for the ability to group all risk CTAs into a single CTA that they can work on to cut down on the number of CTAs. For example, if there are 5 CTAs, they are telling you that there are 5 issues with an account. It would be best to somehow condense these into a single CTA that can be acted on. When they get an at risk CTA, many of their actions are the same in terms of further investigating the issue and responding.
Reports and Dashboards: Develop a way for CSMs to attach their own reports to a dashboard LayoutWorkaround Available
Related to [url=https://community.gainsight.com/gainsight/topics/non-admin-users-should-have-access-to-build-view-and-edit-reports]https://community.gainsight.com/gainsight/topics/non-admin-users-should-have-access-to-build-view-an...[/url] It seems a bit clunky to have end users be able to create their own reports, but have no dashboard to organize them so that they don't have to go back to R2.0 every time they want to run a single report. Similar to the way the Customers tab has a default "My Customers" view, I should be able to create a My Dashboard layout under the Gainsight tab which includes the ability for an end user to attach reports that he/she created without having to go into Administration and design a new layout.
When Reports 2.0 is enabled for non-admin access, can admin reports be edited by end users?Under Consideration
This is related to [url=https://community.gainsight.com/gainsight/topics/non-admin-users-should-have-access-to-build-view-and-edit-reports]https://community.gainsight.com/gainsight/topics/non-admin-users-should-have-access-to-build-view-an...[/url] which shows to be "Answered." I understand there is already a way to expose Reports 2.0 for non-administrators to use, but this raises some concerns for me: - [b]Would this give end users the ability to edit the reports created by admins? [/b]If so, there needs to be a way to abstract the Admin-created reports so that the end users can't mess with them. - Giving end users direct access to Reports 2.0 also could create an organization and management nightmare. It's already a bit cumbersome searching through the reports as it is without opening the floodgates to end users to create their own. I see there is already a related idea here: [url=https://getsatisfaction.com/gainsight/topics/folder-system-or-
As the library of playbooks expands, it will be more important to be able to add ways to search and index more effectively. I would like the ability to add tags to playbooks to help with search and indexing efforts. For example, I may have an EVENT playbook that is specific to the onboarding phase as well as to a specific product, i.e. "satellite." It would be helpful to tag that playbook with keywords "onboarding, satellite" that would give both operations and end users more flexibility when searching for playbooks using specific keywords
Usage Configuration: Need ability to remove specific measures from the Usage picklist on C360Under Consideration
I recently had an issue where we had some measures showing up on the Scorecard picklist on C360 that appear to be duplicates and/or have no data associated with them. These were evidently created as part of the Scorecard originally during our Gainsight implementation, but then were either changed or abandoned. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20151217-12217-3rk9al-image_inline.png[/img] One of these measures was not present under the Scorecard and C360 Configuration sections of Administration, so I couldn't figure out it was still displaying in the Usage picklist on the C360. I opened a ticket with Gainsight and asked them how to remove ANY fields from the Usage picklist if I do not want them to be selected as an option. I was initially told the only way to do this was to remove them via Workbench using a SOQL query and that this was "by design," specifically "when new scorecard metrics are set up, we automatically
Rules Engine: Add a Rules Timeline view that shows me the generic rule schedule by specified dayImplemented
I like the Rules Timeline view if I want to see what is scheduled for today or what ran yesterday, but I would like to see a view that will display all the rules that are scheduled to run on any given day. For example if I just want to see all the rules that are scheduled to run on a Tuesday, with the frequency and [u]scheduled[/u] start time. I would also like the ability to export the list of rules into a spreadsheet, including scheduled frequency, day, time, last modified date, last modified user. This is in order to help us keep an inventory of our active rules as we increase the number of rules we develop over time. Right now we are having to manually record and track this information and it's getting rather cumbersome.
I would like to be able to see the [b]scheduled[/b] frequency and time of day for each rule in the Rules Manager list without having to click on or edit the rule so I can view the schedule at a glance. Currently I have to go into edit mode to be able to view schedule details. This may seem in redundant to [url=https://community.gainsight.com/gainsight/topics/rules-engine-need-a-way-to-view-rules-without-going-into-edit-mode]https://community.gainsight.com/gainsight/topics/rules-engine-need-a-way-to-view-rules-without-going...[/url] but it is a separate ask.
When I click on a Rule and the summary tab comes up, I can view basic details about the rule including the SHOW and FILTER and the basic RULE ACTIONS. But if I want to see detail about the Rule Actions or Schedule I have to click Edit to view those pages. This increases the chance of someone accidentally modifying a rule when they just want to view - especially when click the NEXT button automatically saves any changes. We need a "view only" mode so that I can see the detail on the Setup Rule, Setup Actions and Schedule tabs without being able to inadvertently change anything when I did not intend to.
Currently, when selecting an object in a chart (i.e. a specific bar on a bar graph) a list of accounts associated with that graph object will be shown. It would be nice to be able to export the results, instead of having to create a table and export that way. It would also be nice to be able to expand the results window so that more columns can be viewed.
For basic NPS surveys that only have the 1 NPS question, it would be wonderful if we could just embed that one question into the CoPilot email template rather than a button linking to the survey that just has the one question. This would increase response rate exponentially!
Found out that when I give permission to people at the survey level it automatically trumps all other modular level permissions and anyone that does not have a specific permission to the survey is no longer able to see the survey data. In the same vein when creating a survey it automatically give me survey permissions. I have to go in and delete any survey permissions including myself for everyone else that has modular permissions to see the survey data.
When adding a case from c360 and clicking "Save & Close" show me the case instead of jumping back inImplemented
Currently when a case is created using the c360 "Add" button when I click "Save & Close" it closes the window and if I want to see the case I have to go back to the case report and click on the "eye" to view it. Instead it would be nice to just keep me on the case page and show me the case I just created instead of closing the window out and jumping back to the c360. When we create a case we usually start working it and it is just another step to have to go find it again in the c360.
Comments on CTAsImplemented
We have the ability to post comments on a CTA upon creation. However, since we enabled Chatter for the C360, the comments show up in hashtag format. It would be great if we could have the ability to decide when we want it to post in hashtag or regular format. Right now it makes it very hard to read a sentence comment from a CSM when it is in hashtag format.
Ability to Sort by Run Time for Rules EngineImplemented
It would be great if a Gainsight Admin was able to sort the Rules Engine by run time. Currently, I have an excel sheet where I list out each run time and have to manually add and edit rules after I modify the Rules Engine. If I don't keep this up to date it is very hard to find a window to run a rule.
Have rules be embedded in each module, rather than having it as an exhaustive back-end listImplemented
Managing the exhaustive list of rules is very confusing and we can't readily see what specific rules are supposed to do / link to. Each module (e.g., co-pilot) should have its own rules section to make it easy / clear for users to configure and understand them.
Currently, CSMs can edit filters that I leave unlocked (when building in Reports 2.0) on the Gainsight tab. It would be great if they had the ability to add new filters to the reports similar to how they can add advanced filters in the Customers Tab.
Available Dashboards based on profileImplemented
It would be nice to filter the available dashboards based on a user profile or user role. For example, we have dashboards that are only specific to a CSM, a Director, and an Exec based on filters. The CSM only sees the reports that are specific to their portfolio while an Exec looking at this dashboard sees nothing. It would be great that when the exec logs in, they don't have the option to select this dashboard but only the dashboards that are relevant to them. This would reduce what looks like useless noise to one user but is a beneficial view to another.
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