CS Product Ideas
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Add a Sum on to a reportImplemented
It would be great if I can Add a SUM to a graph. I know that Salesforce reports allows you to add a sum, min, and max to any graph on any field. An example would be to have a graph with Customer levels by ACV and have the option to sum the total amount of ACV I have by the sum of customers I have.
It would be great to have two UX updates to the Data Load Configuration page where you enable objects/fields to be used in a 'Load to SFDC' rule. #1 - After you click the '+' sign to select an Object, it's not clear that you need to click on the object name again to get the fields to show up in the field selection box. #2 - I find that I am almost always in the process of building a rule when I realize I need to add an object/field to make it work. It would be IDEAL if we could either 1) Open the Data Load Configuration page in a new tab so I can keep my rule page open or 2) Have a button to take me back to my rule or at lease back into the Rule Engine [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160620-114520-9rxq43-LoadtoSFDC_UXsuggestions_inline.jpg[/img]
Ability to customize order of linksUnder Consideration
I think this idea was posted in the regular community, but it came up with the new UI today especially with the inability to click on the sections in the Summary. CSMs would like to be able to customize the order of the links on the left hand side according to the ones they use the most. CSM also pointed out that in the Summary section, the widget that contains Health Score is called that, but the link to see more details is called Scorecard. Thought it would be more intuitive if those matched so that you'd know which link to click for more info.
Currently, Gainsight dashboards only allow you to scale containers to 50% width and fit two containers across a dashboard. I would like the ability to scale down the width to 25% and possibly fit four containers and reports across a dashboard. I have some very basic, but useful pie charts that would have no trouble fitting four next to each other. Instead, I just have a lot of unused white space.
Activity "View All" CapabiltyUnder Consideration
As our AMs get used to the new C360, one capability they miss from the Account Page is the View All button available from the Activity History related list section. The View All button displays a list of all the activities/tasks that is very useful because you can search history/emails by keyword. As you continue to work on the C360 and timeline interface, please incorporate capability to view/search all records linked to the Account/Customer.
It is my understanding that you can limit the duration between the same outreach (e.g. if you have a recurring schedule outreach, you can ensure the same contact doesn't receive the same outreach in 30, 60, or 90 days). Does the roadmap include a way to control the the number of emails that a single user receives in a given period of time? For example, an option to set a limit that keeps a user from receiving too many emails/day/month/etc.? We're getting ready to incorporate more nurture campaigns into our model and want to make sure we don't spam users in the process. Thank you!
When I send a [b]Survey[/b] using [b]CoPilot[/b], I can go to the [b]Analyze[/b] tab for the [b]Survey[/b], click on the [b]Responded[/b] bar on the [b]Survey Response Statistics[/b] and get a list of contacts. If I click on the [b]Undelivered[/b] bar, I get nothing (even though 465 didn't get through). I logged this as a ticket (11475) with Support because it seemed like a bug. Support responded and indicated that this is expected behavior because the data is pulled from the Survey object. The workaround is to go to the Cockpit -> CoPilot -> Outreaches and view the Execution History. The challenge is that it's unstructured text and therefore difficult to use to update a list of Contacts to mark them as having bad addresses. My suggestion would be to provide the same functionality for [b]Undelivered[/b] that one gets when clicking on [b]Responded[/b]. In fact, it would be good to see lists of contacts for each of the bars. This would involve creating an object that has foreign
In the Customer 360, within the Contacts section, contact details are displayed such as names and email addresses. It would be a huge timesaver if these email addresses were hyperlinks to start a new mail message to the contact, either with the local mail client or maybe CoPilot.
When viewing a scorecard, I am constantly filtering the full list of clients based on the attribute showing on the scorecard (ie- usage scores above/below a certain amount, contract value above/below certain amount, etc) to get a specific set of clients that all have the same attributes. Sometimes I want to export this list, but when I click the export button, it doesn't apply the filters I had just set, it exports the full list- which isn't ideal.
Vault Use Case: NPS ProgramImplemented
This is the first in a series of posts highlighting specific use cases captured in Vault by a specific set of downloadable Assets. Today's use case will be how to build out an effective and insightful NPS program. [b]All of the following assets are found in the [u]Manage Customer Risk folder > Sentiment Risk sub-folder.[/u][/b] [b][u]Surveys:[/u][/b] If you haven't built your NPS Survey yet, download our pre-built one under the following title: [list] [*][b]General NPS Survey[/b][/list] [b][u]CoPilot Templates:[/u][/b] There are a number of useful CoPilot Templates to help you automate your NPS Program. You can download a Template to send out the NPS survey and a second to notify your CSMs whenever a survey is sent to one of their customers:[b] [/b][list] [*][b]NPS Survey Email[/b] [*][b]Internal - NPS Notification to CSMs[/b][/list][list][/list]To fully automate the NPS process, you can set up CoPilot Templates to reply to NPS respondents of all types. A
Identify Groups of Owners within the Owner field on the CockpitUnder Consideration
Under the Owner filter, would like to be able to identify groups of owners. For example, the manager of the AMER CSMs could look at the Cockpit and show all the CTAs owned by the AMER team of CSMs. Using the filter for this task is not realistic. Wonder how companies with groups of CSMs are managing the teams of CSMs ? we have reports and dashboards created, but would be nice to view in the Cockpit in an easy fashion as well.
My Top Takeaways from Pulse 2016No Status
I've been telling folks that attending Pulse was like spending 4 days plugged into a 240-volt outlet. It was a thrilling experience of absorbing ideas and frameworks for both thinking about and attacking customer sucess. I wanted to share the lessons I learned that, at the moment I heard them, made me scribble them down furiously. Hopefully it's instructive for folks who couldn't go to Pulse, and I'd love to hear what rose to that level for other attendees! [b]Top Takeaways[/b] [list=1] [*][b]We can always do better at knowing how our product is used.[/b] Ask 10 different employees what the most common usage flows are for successful customers, and you'd get 10 different answers. That's a problem for those of us trying to craft the "correct" experience for each customer, and is setting up our less experienced CSMs for strugglesville. Research & decide on the best customer experiences/journeys and use cases. And aggressively compile and internally share the stories that our customer
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.
Reports now are default sorted alphabetically in a descending order (or Z-A). Some users however may prefer sorting in ascending order (or A-Z) by default. Users can now change the order by clicking the field that they are sorting with until their desired order is reached. But making a way for people to sort and save their reports that will retain the desired sorting would be beneficial and convenient!
When we created the Relationship Scorecard measures, each has a field for a description. However this description doesn't show on the end user's view of the scorecard when they're updating it. We tried to work around this by using really long descriptive names for the measures, but those are also truncated in the end user's view after about 30 characters. Can the UI be updated to show either the full name of the Measure or the Description somewhere the end users can see it?
The new multi-language functionality for surveys is great! However, one bit that would be a welcome addition is the option to add translations for "Select Language" for the top right prompt on the survey. It stands out a bit as that is the only text that stays in English when you select a translated version.
Ability to change and/or add columns to the output of the Success Plan tables in the PPTAcknowledged
Would like the ability to change the column titles in the output of the tables in the Success Plan PowerPoint. Right now the table on tasks has a Due Date, but would like the ability to change that to something more relative to us, like Enter Date. Would also like to add a column for Close Date to show when the task or objective within the Success Plan was actually resolved.
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