CS Product Ideas
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Formula Calculations in Reports 2.0Implemented
It would be beneficial for Reports 2.0 to have simple formula calculations available such as +, -, SUM, AVG, %. An Example where this would be helpful is with Email Logs. We have sent a survey and within Reports we currently can't report on the "Outstanding" surveys. If we could create a report with a formula that allows us to subtract completed from sent we would be able to get this data.
Have Remove Score on Scorecards be permissible by userUnder Consideration
It would be extremely useful to be able customize permissions to Remove Score on scorecard metric from user to user or at least by user type so that only admin's would be able to access this feature. Support has informed me that in the Jan 16 release the option to turn this on/off org wide will be available, but our team would find permission customization far more useful. Thanks!
Add individuals to Power listsUnder Consideration
Being able to add individuals to a power list would be awesome. We send our release notes through Co-Pilot and I always receive responses that our clients would like to add this person, and that person to the email distribution list. They aren't always in our Salesforce system so we can't always do it. We would just need to make sure the contact we are trying to add has all the necessary information for any tokens that are included in the list. Name, Email address, etc.
We use the + Criteria section of the rules engine to allow a rule to run and then apply a different CTA to different segments within the Rule logic. For example, I am trying to run a rule and apply a different CTA to Owner Manager A and B, while applying the normal CTA to everyone else. The + Criteria allows me to enter one manager name but it fails to fire the CTA if I enter multiple manager names separated by commas. Anyone have any ideas how to get around this, or does Gainsight offer OR capability? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20151201-29937-c21cxp-criteria_inline.png[/img]
Naming ReportsNot Planned
With the ability to email dashboards now, it would be great to be able to name the components of the dashboards something different than the report name. So, I have a naming convention for the reports that lets me know which report goes with which team and dashboard. That doesn't necessarily mean anything to anyone other than me, so it would be great to be able to give the report a name in Reports 2.0, and then, edit that name in the dashboard so that when it gets sent, the slides make sense to the person receiving.
Copilot email token formattingImplemented
When using number and date field tokens in an email template, they are formatted the way they appear in the DB (from what I can tell) and do not show up in a way you would type them if a human had written the email personally. In our example, we are sending a notification to customers that their renewal is coming up with the date of the renewal and the expected renewal cost. However, the date field shows up as 2015-12-31 and the currency field shows up as 150000 (no $, no commas). I can add the $ character, but I cannot add the comma. I effectively will not be able to use copilot for this unless I can either a) have them formatted in the expected manner (12/31/2015 or Dec 31, 2015) or b) select from a few formatting options. B would be better because then I could apply European formatting to those customers if desired. 31.12.2015 and $150.000,00 for example.
The Rules engine should be updated or modified to support writing data to Salesforce's Multi-select picklists. Gainsight's own native field, the Tag field on Customer Info, cannot be written to correctly with the Rules Engine, because the engine overwrites existing values instead of appending new values.
Edit Opt-Out Page for Email SendsImplemented
I've heard from a few customers that they would like the ability to update the opt out page from email sends. This would include changing the logo to their own, to avoid confusion for their own customers. Is anyone else interested in this option? If so, what options would you want to have available?
Success/Failure emails include a spreadsheet file with complete Rule run information including log messages and Results. If I was not on the distribution list to receive that email/spreadsheet, I can only View the Execution History and Logs. I need the ability to create that spreadsheet exportable via the UI in case I need to share with support and I do not see a way to do that from within the interface.
Change Management log to identify what changes have been made and by whomUnder Consideration
As our organization increases adoption of the tool and we have multiple operations team members working inside of Gainsight, there needs to be a mechanism for tracking changes that were made and by whom - both at the administration level and the user level. As of now any changes have to be tracked manually - if at all. A nice addition to this would be the ability to receive a daily or weekly digest of all administrative changes that occurred.
Reply-To functionality in CopilotImplemented
Would be great enhancement to co-pilot email sends to be able to set the Reply-To field to reply to multiple addresses. For example, when sending survey emails, would be great to allow replies to go to both the person overseeing surveys and the account manager.
When clicking on a company name in the Customer Tab, can we get it to open the Customer 360 in a new tab automatically? I know you can right click but I have been asked about this functionality quite often. Our reps often manipulate the Customers Tab as a Lead List and opening the C360 in another tab by default would greatly improve their experience. Gainsight functions like this when clicking on a Customer name in the Gainsight tab.
I'm very happy to see that you can now create a Success Plan template! However, I'm finding a very important feature is missing - allowing an objective to dynamically be assigned based on a lookup value. Instead, it only allows me to assign an objective to a single User, and if the template gets assigned to any account the CSM will need to go in and reassign each objective. It would be great if we could dynamically assign based on a lookup value -- like I do with CTA's for my CSMs, TAMs and Executives.
We use the rules engine to upload NPS survey responses to a custom SF object (people need to see that but don't need access to the rest of Gainsight). One of our additional questions asks about top improvement areas. It's a multi-select list. Current functionality does not allow that to update properly on additional runs. We'd like to have that be possible so data doesn't have to be downloaded and uploaded each time.
We are loving the new subscriptions for dashboards! However, we have several dashboards set up with filters at the dashboard level, and those don't appear to carry over to the subscription email. For instance, we have a dashboard for Sales Cost Center so that you can filter the dashboard to the sales cost center you want to see the data for. The subscription sends you all the dashboard data and doesn't allow you to apply the filter. Could that be something that's added?
I need to be able to report on related objects in Gainsight as you are able to in Salesforce with custom report types. For example, I would like to report on Accounts with Opportunities and Contracts but cannot figure it out. Is this possible? I have reports in SFDC, but I would like to have show this on the C360.
Best practices for NPS recommend against using the word "Neutral" in the NPS question for two main reasons. [list=1] [*]Neutral is technically scores 7 and 8 which are the two passives. 5 would be a detractor. [*]Neutral is often associated with N/A, and this causes customers to fill out the survey with a 5 when really they meant to indicate that the survey question was not applicable to them. [/list]We would love the ability to remove this from our survey!
Add ability to categorize survey commentsImplemented
Hi, I'm in Success, and one of the things we really wanted in a survey tool was the ability to categorize comments inside of the tool. We feel the open box text questions give us the most valuable insight into our customer base. We take these comments and categorize them into root cause and area, like product section, slow support, awesome support, friendly/unfriendly sales, etc. It would be very valuable to be able to tag comments with reasons in Gainsight, and then be able to track these over time, by customer segment, by MRR, etc. In addition, we could create CTAs based on root cause (e.g. if we tag it as an issue with Support, create a CTA for the CSM to follow up with our Support Managers). Currently, we have to export survey results to Excel, and manually handle all of these, which is a cumbersome process and prevents us from trending it over time well and pulling such insights out. We would value a way to categorize comments in either a structured or unst
I have been successful to create fields that carry out certain counts of records. However for reporting two things are imp for execs to see especially during adoption. 1) Which accounts are not adopting a certain kind of CTA - Easy as i have the count field I can say show me nulls i.e accounts with no CTAs for that type created. 2) I now what to see the number of accounts that are adopting this type of CTAs vs those that are not against their Tier - ok Yikes! For this to take place I would have to create a field that says something like [b]if field X (which I created as a count of) is > 0 than Active else Inactive[/b]. Part 2 could perhaps be hacked in in SFDC creating a formula field and maybe rules engining it into GS to then report on? not sure but nevertheless having this sort of function especially the flexibility to report on would be great. Naquiyah
We're looking to deliver and track customer satisfaction on individual cases and by extension, the owners of those cases. [b]Use Case Example - Support Cases [/b]Process: [list] [*]A case is closed and we want to trigger the delivery of a survey to the contact that filed the request. [*]The survey would ask for the satisfaction for that specific case.[/list]Reporting needs: [list] [*]Satisfaction with the specific case and by contact [*]Reporting for Customer Support Management to understand satisfaction for a specific Customer Support rep [*]Reporting on customer satisfaction for types of cases[/list]Similarly, we would want this level of survey capabilities for other objects within sfdc - for example, projects. Because of this limitation we're looking at separate survey tool for support, professional service, etc, if we want that level of specificity. Current survey capabilities seem to be focused on broad account level satisfaction - which can be categorized but the data can't be
Right now, the date field will show us the date itself, for example: 11/15/2015. There's no way, within reporting, to group dates, into specific months, by specific contacts. Can we group into date levels like months, etc.? We also need to bring in a date field, to show by week, month, etc..
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