CS Product Ideas

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5982 Posts

alen_horvat
Gainsight Rookie
alen_horvatGainsight Rookie
shared in CS Product Ideas

Success Snapshot - vertical dates in chartsImplemented

Having an issue when adding chart with more than few time groups per date and week. They are always aligned horizontally hence they overlap over each other. Idea: if they start to overlap, automatically switch them to [b]vertical alignment[/b] so each date is clearly visible which is not the case in the example below (taken from exported .pptx): [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160513-83588-3p4kd0-Success_Snapshot_chart_example_inline.jpg[/img]

1
gaurav_kotak
Gainsight Rookie
6 years ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Co-Pilot - Combine translations of the same email into a single template entryNo Status

A few months back I added this [url=https://community.gainsight.com/gainsight/topics/copilot-add-multiple-actions-to-an-outreach-similar-to-rules]idea[/url] to allow multiple actions to be added to an Outreach, which apparently was already on the roadmap. I would like to know if any thought has been given to consolidating localized versions of the same email into a shared template? My thought was, somewhere in Admin tab (i.e. Copilot config) the GS Admin could identify the Languages into which content will be localized. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160505-35086-1hj591q-langs_inline.png[/img] Then, inside a Copilot Template, you could have a section called Localization which lists those core languages.   Each of the listed languages is a hyperlink to another design panel [b]within the same[/b] template.  This would allow you to combine all translations of the same email into a single template.   [img]https://

4
darkknight
ACE
6 years ago
adam_bambrough
Gainsight Rookie
adam_bambroughGainsight Rookie
shared in CS Product Ideas

UX suggestion - IU feedback when a filter is appliedImplemented

Once of the most common issues our CSMs & managers have had is in not seeing records they expect in their views & cockpit. More often than not, this is because the view or cockpit is 'remembering' a filter that has been applied previously, however - it's not intuitive or easy to identify where this is the case. It would make for an improved user experience if there was some gentle UI feedback when selecting a view that has filter/s applied. 

2
adam_bambrough
Gainsight Rookie
6 years ago
elizabeth_adams_c593ee
MVP
elizabeth_adams_c593eeMVP
shared in CS Product Ideas

Order Power List Criteria and FieldsNo Status

When creating a Power List, it would be helpful to be able to re-arrange the criteria rather than having them in order of add. The same is true for the added fields.

2
elizabeth_adams_c593ee
MVP
6 years ago
bkrempgesgainsightcom
Gainsight Employee: Rookie
bkrempgesgainsightcomGainsight Employee: Rookie
shared in CS Product Ideas

Template "Sections" in CoPilotNo Status

The ability to add “sections” to a message and then create rules within your outreach to only include the needed details in your message. This would allow users the ability to only create one template and then create separate outreaches that would dynamically filter out any unwanted information  (for example, if Product field = X, only include Section 1,3, and 5 for Email Template A).

3
darkknight
ACE
6 years ago
kristin_f3c469
Champion
kristin_f3c469Champion
shared in CS Product Ideas

Sponsor Tracking - stuck in pendingNo Status

We have over 30 Contacts that are stuck in Pending Status. I sent the list to Customer Support and they confirmed the status  and gave next steps as submitting a request to manually update the contact with the Linked In URL. The issue with this is it is not scalable or repeatable. The Sponsor Tracking process needs improved life cyle management: [list] [*]If the Contact cannot be found by crawling the Internet, update the status to "Not Found-Contact GS". This would allow for a CTA to be created based on that status to alert the AM. [*]Provide a place within the Sponsor Tracking widget for the AM to enter the LinkedIn URL directly, so this can be decentralized and not required admin action[/list]

1
praneet
Gainsight Rookie
6 years ago
allie_gold
Gainsight Rookie
allie_goldGainsight Rookie
shared in CS Product Ideas

Update tasks automatically if the CSM field is updatedNo Status

We have playbooks with tasks that are assigned to/owned by CSMs. Sometimes, the CSM is not filled in for a given customer when the playbook is still employed (through a rule upon the creation of a CTA). So automatically, the tasks are assigned to the default owner.A major feature request for us would be to have CTAs with playbooks applied to them update automatically if the CSM field is updated. In other words, the owner of the tasks should change to the CSM automatically and replace the default owner. This is super important as we have rules and CTAs dedicated to CSM's being added after the fact and we want to be able to refresh somehow to apply the CSM information to tasks that previously did not have CSMs associated with them. Instead, what we have is a ton of tasks that are owned and assigned to the default owner (until we "apply playbook" which we don't want to do especially if there are already closed tasks in the CTA)/=.

0
allie_gold
Gainsight Rookie
6 years ago
vinodhini_vasanthakrishnan_tirupachur
vinodhini_vasanthakrishnan_tirupachurGainsight Community new member
shared in CS Product Ideas

Hi, I'd like to be able to configure the default CTA due date for our instance and see that isn't anNo Status

2
vinodhini_vasanthakrishnan_tirupachur
6 years ago
steve_davis
Gainsight Employee: MVP
steve_davisGainsight Employee: MVP
shared in CS Product Ideas

Adding Filters To Reports On DashboardsImplemented

I have noticed that in working with a dashboard, there isn't an option to add a new filter only to change the existing filters on the report. Client has 12-15 columns on the report that would like to be able to filter off of and the only work around is to add all the filters to the report (making sure they are effectively not filtering anything) and then applying them on the dashboard.  Are there any creative solutions to this?

1
gaurav_kotak
Gainsight Rookie
6 years ago
cristina_postolache
Gainsight Rookie
cristina_postolacheGainsight Rookie
shared in CS Product Ideas

Survey Question Type: Ranking - usage unclear for the respondeeUnder Consideration

I have created a survey with a Ranking question where respondees have to rearrange a series of options in the order they want. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160502-19627-14o1fu9-survey_inline.jpg[/img] But I have found it not so user friendly, it took me a few minutes to realize that I should drag and drop the options to make it work. Also, I think that if the arrows would be on the left hand side it would be easier to understand. Also, my problem is that the answers of people were matching exactly the order we initially had, so I think that people have just submitted the survey without changing the order. It could be that that was the order they wanted, but I can't be sure. I think it would be better to have 2 panes, one with the original list and the second with the new order chosen by the person responding. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160502-106286-flrv3n-survey_improved_inli

3
praneet
Gainsight Rookie
6 years ago
melissa_allen
Gainsight Rookie
melissa_allenGainsight Rookie
shared in CS Product Ideas

Does the SF activity created by the co-pilot sync have to be assigned to the user scheduling the outreach?Under Consideration

New functionality of copilot - Log Email to SalesForce Activity. Does the SF activity have to be assigned to the user scheduling the outreach? We are running co-pilot emails on a weekly basis, and since I'm the admin, they are "assigned" to me when they get created as an activity in SF. Can we get them assigned somehow to the CSM?

1
sundar
Gainsight Employee: ACE
6 years ago
lane_h
Gainsight Employee: MVP
lane_hGainsight Employee: MVP
shared in CS Product Ideas

Internal Email MetricsWorkaround Available

We have a couple internal emails setup. One is to notify a CSM they have past due CTAs. I noticed when we send internal emails, we don't get the same level of reporting.  I'd like to be able to tell if CSMs have opened the email. This will help us determine how CSMs are engaging with the emails and Gainsight.  Here is a screenshot of what I see for one of our internal emails when I click on "Opened": [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160406-43427-1nerq6u-Cockpit___Salesforce_-_Enterprise_Edition_inline.png[/img] We also have an email that does not go to someone who is either a contact in SFDC or the CSM, but another team who does not really have a field in SFDC or GS. Instead, we pull the email address from an MDA subject area. For these, we have zero ability to tell who did what with the email.  Here is a screenshot of an example. We see things have been sent and opened:[img]https://d1qy7qyune0vt1.cloudfront.net/gainsi

5
sundar
Gainsight Employee: ACE
6 years ago
anthony_sabato_be321d
Gainsight Rookie
anthony_sabato_be321dGainsight Rookie
shared in CS Product Ideas

Product Enhancement Suggestion - Scorecard History viewUnder Consideration

Scorecard History View on the C360 is by far my favorite. The hardest part about understanding why an overall health score is bad or not, depends on understanding the weights of each scorecard measure. Having that weight next the measure would be super helpful. In addition, if a Scorecard is stale, it should not show in the history but instead another ugly color to be identified as stale.

1
abhishek_sivaraman
Veteran Rookie
6 years ago
elise_fujimoto
Gainsight Rookie
elise_fujimotoGainsight Rookie
shared in CS Product Ideas

Scorecard NotesUnder Consideration

Hello, I'm wondering if it might be possible to show multiple scorecard comments on the C360 scorecard view?  Right now, we have our rules set up based on severity where the most serious drop in score happens after all the other measures have been reported.  However, this means that any scorecard comments for less severe situations get replaced by the later rules.  We also may have multiple reason codes set for a severe situation.  Right now, the scorecard comments only allow us to type in one overall reason like, "Customer A has an active Cancellation, Contraction, or Merger CTA in the system".  We would like the message to directly say, "Customer A has an active Merger CTA in the system".   The dependency on this is that our C Level team would like to be able to look into the C360 and know immediately why the overall score is a particular color/number. Any chance this might make it into the next scorecard update?  Thanks!

1
abhishek_sivaraman
Veteran Rookie
6 years ago
elise_fujimoto
Gainsight Rookie
elise_fujimotoGainsight Rookie
shared in CS Product Ideas

Scorecard Fast Pass OverridePlanned

We would like to have a "fast pass" Override that allows us to set some rules to affect the overall health score for issues that specifically need higher levels of attention.  We already  have a tiered rule system that runs based on time and has the most severe (lowest score) rules running last every night.  However,  it would be extremely valuable to be able to set a specific reason code to affect the OVERALL health score instead of having to estimate the affect on the overall score by creating multiple CTAs in  different areas in order to get the visibility for higher risk accounts.  The current system that we have has potentially resulted in lots of noise in our system.  I am told that an update coming this Spring/Summer might be able to provide some form of this, but I wanted this situation to be considered as the new scorecard schema was being developed.  Thanks!

4
adam_bambrough
Gainsight Rookie
6 years ago
andrew_cummins
Champion
andrew_cumminsChampion
shared in CS Product Ideas

Ability to use "Current User" filter with MDA data when building reportsImplemented

Currently when I pull in data to the MDA and use Join tables I am unable to use a filter for a CSM and set it to "Current User". It would be nice to have this ability. 

5
andrew_cummins
Champion
6 years ago
ryan
Gainsight Rookie
ryanGainsight Rookie
shared in CS Product Ideas

Customize CTA Integrated HashtagsNo Status

I want to be able to customize the hashtags that are automatically populated in a chatter feed within a CTA.  Currently the two hashtags that auto-populate are #Gainsight-Cockpit and #CTA_Name. I want to add #Account_name.

2
ryan
Gainsight Rookie
6 years ago
mahesh_patil
Gainsight Employee: Champion
mahesh_patilGainsight Employee: Champion
shared in CS Product Ideas

Gainsight Routine Data Sync activity, Weekend 16th April 2016No Status

[b]SUMMARY [/b] Gainsight will be performing Scheduled Monthly Data Sync Activity over the weekend of 16th April 2016.   [b]STARTS :[/b]  Saturday, April 16, 2016  from 1:00 AM  CST   [b]ENDS :[/b] Sunday, April 17, 2016  12:00 PM CST   This is a routine monthly activity performed to sync up data across various databases in the backend. This activity does not have any impact on any of the user facing components.  This communication is only for information purpose only.  [b]FOR MORE INFORMATION[/b] Please subscribe to this article for updates. If you have questions, please open a ticket with us by sending a note to [url=mailto:support@gainsight.com]support@gainsight.com[/url].

1
mahesh_patil
Gainsight Employee: Champion
6 years ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
shared in CS Product Ideas

Need warning/help text on Edit Rule page regarding special charactersNo Status

Lately, Support receives one or more cases a week because rule names or descriptions containing quotation marks fail to schedule. This week, Greg Haugen from Jamf Software ran into this problem and recommended that we add a hover over the "?" behind the rule name and description fields to remind users that special characters are not acceptable in these fields. I've added this detail to multiple rules docs on Gainsight Go, but it seems perfectly suited to hover/help text in the app.

4
sam_leonard
Gainsight Rookie
6 years ago
elise_fujimoto
Gainsight Rookie
elise_fujimotoGainsight Rookie
shared in CS Product Ideas

C360: Customize Renewal Date language in Summary SectionNot Planned

Hi,   Some of our CSMs (and others across our company) have been confused by the post renewal date language, "Overdue by XX days" on the renewal date section of the C360 summary.  The language leading up to the renewal date is great, but the word "Overdue" is causing some unnecessary excitement.  It would be great to be able to customize that language to not include anything after the renewal date passes.   Thanks, Elise

0
elise_fujimoto
Gainsight Rookie
6 years ago
steven_doty
Gainsight Rookie
steven_dotyGainsight Rookie
shared in CS Product Ideas

Allow Scheduling of Mass Edit of CTAsAcknowledged

I have CSMs on leave and need to reassign their CTAs without removing them from the accounts. I would like the ability to schedule Mass Edit operations, or roll the Mass Edit function into the Rules Engine and allow the same.

0
steven_doty
Gainsight Rookie
6 years ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
shared in CS Product Ideas

Allow me to set up a Follow-Up Outreach on an Outreach that hasn't been sentImplemented

We're sending NPS surveys out of Gainsight for the first time this quarter, instead of SurveyMonkey + Marketo. I love that I can set up a follow-up outreach using the [url=https://support.gainsight.com/hc/en-us/articles/207057857#Create-a-Follow-Up-Outreachs-Power-List]brand new feature[/url], since that significantly increases our response rates. However, apparently (via support ticket 9595) I can only set up the follow-up after the original outreach that sends the survey has actually been sent. Before then, the outreach's "Follow-Up" tab is not available. I'd like to be able to set up my outreach, set up a follow-up on that outreach, and schedule that follow-up outreach for three days after the original outreach. That would let me put all my ducks carefully in a row before actually launching the original outreach, and then all I have to do is kick off the original outreach. That sense of calm & preparation is valuable when the stakes are high -- I'm setting up an email that

2
seth
Gainsight Employee: ACE
6 years ago
ian_bennett
Gainsight Rookie
ian_bennettGainsight Rookie
shared in CS Product Ideas

Ability to add a View Contact record option in reportsNo Status

So on the C360 we have a section pulling from the Contact object. In addition to the columns pulled into the table layout an Action column is automatically added by the system where you can either Edit or View the Contact record directly. Firstly it would be nice if this could be configured by the report builder rather than automatically added by the system More importantly no such feature is available in Reports that are surfaced for example on the Gainsight dashboard. For example I have a report on the Dashboard that looks at a CSM's Contacts across their accounts but if they want to jump directly to a given Contact record in Salesforce we have to include the ID so they can paste that into the Address bar or the email which they can then search upon in Salesforce. It would be great if we could add a View/Edit Contact column/feature in these types of report.

0
ian_bennett
Gainsight Rookie
6 years ago
domenic_armano
domenic_armanoGainsight Community new member
shared in CS Product Ideas

Categories for Email Templatesin CopilotNo Status

Within Copilot. It would be useful if there were "folders" or some other organization structure for email templates. As a CSM, it would be great to filter by different categories such as general outreach templates, email, training templates, surveys etc.  As templates are added it is unwieldily to scroll down the page and look at all the template cards. 

0
domenic_armano
6 years ago
andrew_cummins
Champion
andrew_cumminsChampion
shared in CS Product Ideas

Make copilot survey analytics available on the survey not just in copilot analyticsImplemented

Currently if you send a survey using CoPilot you will not see who has "not responded" or is "undeliverable". This info can only be found in the CoPilot analytics. As a user sending out a survey I would like to be able to see all participants responded or not, sent to or undelivered like I normally would see if I send a survey using a csv file or added in participants manually to take a survey. 

1
gaurav_kotak
Gainsight Rookie
6 years ago

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