CS Product Ideas
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Playbooks: Add a "description" field to Playbooks; provide a better view of available playbooks toNo Status
Our CSMs want visibility into the library of available playbooks. Right now we have to maintain a separate document outlining the playbooks by segment. This will not be scalable long term. We need the ability, first of all, to add a Description to a playbook (similar to the way we do a Rule) so that at a glance a CSM can see the general purpose of a playbook. Second, there should be a separate pane in which a CSM can browse the playbooks. This will be important for our High Touch segment especially because there will be a sizeable number of CTAs that are created manually and having better visibility to the available playbooks will give CSMs more flexibility in selecting appropriate playbooks. This pane should be visible regardless of Playbook Permissions settings.
Snooze CTAs from Cockpit list viewNo Status
Based on input from customers, I'd like to suggest adding the ability to snooze one or more CTAs from the Cockpit list view. Presently, in order to snooze multiple CTAs, you need to open each CTA and then specify the snooze date and reason, one at a time. There are times when a CSM may want to snooze a block of non-critical CTAs in order to simplify their Cockpit list. This would be particularly helpful for new users, who may be initially overwhelmed by a large number of rules-based CTAs in their Cockpit.
Scenario. The admin creates a bar chart and within the chart adds the fields the user will want to see when clicking on the bar chart. I normally add about 8-10 fields after the default just gives me what I have added on the show me section. Now the exec comes by and says they want a pie chart as appose to the bar chart. I simply change the chart from bar to pie under select visualisation type. But when I now click on the pie chart all the fields I had chosen have defaulted back to the basic fields and so I have to [b]re-add[/b] the fields? DOH! [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20151116-23478-13mvge4-Screen_Shot_2015-11-16_at_4-01-43_PM_inline.png[/img] Request here would be to leave the fields chosen static once added no matter what chart views we change it to once its added! Naquiyah
NPS on Zendesk Ticket CloseImplemented
We would love to be able to trigger a Gainsight NPS on the close of a Zendesk. This would allow us to more completely and holistically have one NPS score for the different state completions we report on. I believe the sender email is not included currently and that's why this can't be done. Siddhartha Gutha suggested we add this to the community as it is something they are looking at Q1 2016 potentially. Let's make it happen!
Dashboard: Revert Button on reportsImplemented
I have created various reports to add to a dashboard. Its sometimes nice for users to go into the chart and play around the options. However they then forget what the initial chart option was and they are stuck with what they changed it to. A Revert All button would be SUPER useful and think its a pretty important one! Thanks Naquiyah
I found out that when I update a filter on a report, it does not update a dashboard on the Gainsight home page. To make it work, I have to remove the filter, save the report, re-add the filter with the new options, and re-save. If I am going through the process to change the report and save it, it should update without having to remove and re-add the filter.
It would be great to be able to customize the weighting I give to various scorecard measures on a per CSM basis. I have strategic CSMs, who mark the Customer Relationship health score, which factors heavily into the overall health score, but is a manual update by nature. I also have a 1:M CSM who only reaches out to her 100+ accounts via automation, and I don't want her manual Customer Relationship to factor into overall health, as it's not going to be updated consistently for her large volume of smaller accounts.
Success Plans: Draft to ActiveImplemented
Would be great if the Draft to Active was more intuitive. We're currently piloting with our teams, and we've run into some problems where users think the plan is active and it's still in draft. Maybe when you go to add objectives, pop up a box reminding you that your plan is still in Draft and in order for the objectives to appear in your cockpit, you need to make it active?
Reoccuring TasksNo Status
It's great that you can create reoccuring CTAs, but would also be helpful to be able to create reoccuring tasks. This would come in handy especially with Success Plans. Currently, we are using Success Plans for account stages, so we'd create a Success Plan for on-boarding. One of the objectives might be get buy in from the end users, and that might require biweekly calls with the users. Currently, you'd have to create the task for each call, but it would be great to be able to set a reoccuring task biweekly. If that's not possible, a clone option would be good for tasks as well.
Gainsight Usage Report (Internal rep usage of Gainsight)Under Consideration
I get an excel file emailed to me every 2 weeks with our internal Gainsight users and their page clicks into Gainsight objects by day. Currently, this excel sheet is very hard to read as we have about 300 internal users. I take the excel file and sum the count of page views under the rep name. I then transpose the data on another sheet so I can sort by Rep and Count of Views to find my highest and lowest users. I think companies might get more use out of these bi-weekly check ins if there was a summary of page or table.
Global Filter with filtering by NameNo Status
Hey Guys Wondering if someone has an answer for this. 1) I want people to use multi filter on certain Account Owners. Currently the only way I can Global filter this is if I add "Account Owner != and check the exclude null check box". This works to bring in all Account Owners (Removing any that are null - not sure i like this) but also we cannot filter for more than one in this case. 1) We also have a CSM Manager field some of our execs want to use the Global Filter on. However when I use the same concept above the accounts that currently have a null against the CSM Manager field get removed. Is there something I may be missing or this is a GS thing and needs to be moved to an idea? Thanks Naquiyah
During Survey creation, would it be possible to drag/drop questions from one page to another? Also, can we add a drag/drop feature for multiple choice question responses? Will save a lot of time from having to delete the question/responses and re-creating them.
Alphabetize View Name listsImplemented
Please alphabetize lists [list] [*]the View Name list on the UI Settings Tab - it's great to group by Tab Name, but alphabetize the View Name. I am going nuts trying to find the right View, and ensure I have one for every role. [*]the View Name list on the Customer Tab. It alphabetized, but backwards. The entries at the start of the alphabet are at the bottom.[/list]
Duplicate Contacts in CoPilot PowerlistsImplemented
Managing Contacts with Powerlists - How to send (or not send) Multiple emails to the same Contact in a Powerlist Today, Copilot will create a new record in a powerlist for any unique combination of tokens in your Powerlist criteria. You can add/remove tokens to help manage your use case. If you want to email the same contact once for every support case they’ve opened, you could use Support Case Number as a token, therefore creating a unique record - set of fields for every case that is closed. Three cases were opened by 1 contact, that contact will receive 3 unique emails. Vice Versa - If you do not want to send emails to these same contact more than once in a single outreach, review your tokens and be sure that the combination of all tokens is unique for each ContactID that is being added to your powerlist. The number of records in your powerlist will equal the number of emails sent in your outreach. *Many future enhancements are planned for Copilot. Keep an eye on release notes f
Add Activity from Customer 360No Status
When our reps click add an activity via the c360, would it be possible to auto populate the due date as today and the status of the task as completed? Right now it leaves the due date blank and has the status as Not Started. Our reps have to log every call to the account this way and its a few extra clicks for them to add the due date and change the status to completed. Since they have so many calls throughout the day it would save a lot of time to have these 2 fields auto populate the way they need them. I am asking for this because not all our reps calls come from a CTA. We have tried asking them to create a CTA and then add a task but it is much easier for them to just click "Add Activity." I submitted a Support Ticket but they recommended I post here. Thanks!
It would be nice to have a 'description box' added to Reports, and have the ability to toggle the description on/off. I think of the demo during the monthly Release call (today - 11/6/15) and the new feature of emailing an export of a dashboard as a powerpoint - the description of the reports under the Report title could be very helpful when sending the dashboard to a colleague, etc.
Contact Logic for Power ListImplemented
I need to create power lists with criteria from account & contact records. This works well if the contact logic is AND. However, I need OR. I tried creating the power list using only contact fields (and pulling account fields that way) but it didn't work. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20151105-10540-3avm86-Screen_Shot_2015-11-05_at_4-31-09_PM_inline.png[/img] In the contact fields, I need the 1st 3 as AND, but the last 2 as OR. Can't do that right now :-( The current workaround, as confirmed by support, is to create 2 lists....good thing cloning is now an option
Ability to present graphs with percentagesUnder Consideration
When you send out an NPS survey the graphs that come back that are in the survey show a % of those that completed the survey gave us a 0,1,2,3,4,5,6,7,etc. I want to be able to recreate this graph inside Reports 2.0 because I need to break it out by segment and by customer type. Also would like to be able to create a graph based on participation rates in Reports 2.0 that I can then bucket into segments.
Internal Cases vs CTAsImplemented
Does anyone have any recommendation on the use of internal cases vs CTAs? Currently (and pre-Gainsight) our CSMs create Salesforce cases to send to internal agents for account issues, technical issues, etc via assignment rules. However, these internal issues are not sparked by a rule or CTA. We have tried to move our CSMs into creating CTAs for these internal agents but it is far more cumbersome for them to decide a CTA name, reason, type, and select a playbook and then transfer it all to the necessary agent. Not to mention it is very hard to report on when they are selecting various CTA reasons that don't always correspond to the actual reason of the case (user error!). If we had only a few CSMs I could see how manually creating CTAs for others to do would work but when you have about 300 CSMs creating dozens a day it gets tricky.
When I first started making reports I put a prefix on the report to indicate where it was being used such as "360 - CTAs..." or "Dash - My Contacts...". Now that I have a lot more reports it would be helpful if there was a way to categorize the reports to indicate where they are being reference. This could be manually set by the person creating the report or if they system could dynamically tell where it was referenced and then display that in Reports 2.0 the person editing the report could be more aware of where that report is used and what consequences it could have for users.
New date option: Last 365 days!Implemented
There needs to be a way to run reports to look back at the last 365 days. My biggest use case is pulling reports on to dashboard it would be nice to have a look at the last rolling 365 days. Currently you can get a rolling 90 days and current/previous quarter but last 365 would be great.
Ability to Expand Reporting WindowImplemented
in Gainsight Reporting, it appears that you can enlarge a window due to the expander at the bottom right, but that you cannot. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20151104-21469-1jl2u3l-Gainsight_Reporting_Expand_Cannot_inline.png[/img]
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