CS Product Ideas
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When doing a column line graph need the ability to choose which data values I want to displayNo Status
When I display values for a column line graph it shows values for both columns and lines and sometimes those values overlap so the numbers are really of no use. It would be good to allow me to select which values I want to show ie either the column or line values.
While I am in the Customer Success 360 view, it would be good to go to the next customer, like turning pages, flipping through them. It would be good to be able to move from account to account in the 360 view without having to enter the names one by one.
Would like to be able to identify the reason for the CTA failure/fire (why did the condition occur - example "customer did not know how to....") or how the CTA was closed, especially if the CTA closure was not resolved positively. This would allow us to do statistical analysis on the reasons.
CoPilot outreach scheduler viewImplemented
Can we include the option to delete scheduled outreaches? Either in the schedule screen (attached) or directly in the calendar view.[img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20150731-28706-13cuup9-Screen_Shot_2015-07-31_at_9-39-34_AM_inline.png[/img]
It would be great if we could have SFDC tasks synched back into GS or at least be able to show all SFDC tasks (in the account history section on the Account page) in the C360 page. Alternatively, if we could expose SFDC reports as a C360 section, that would take care of this issue too.
It would be a huge help if when clicking "Add" on the Customer 360 view for Activities, the activity created auto populated the account, just like it does when you click “log an activity” on the account page in Salesforce. We are trying to log our routine calls that are not related to CTAs this way, and currently it is the one thing keeping us from our reps fully being in Gainsight.
We are a multiple product company and I would like to be able to summarize on the Customer 360 all the licenses that a customer has purchased. With the limitation of only 6 boxes that doesn't allow us to accurately track a customers license count and therefore we have to continue to look at their account record in SFDC.
Enhance Playbook Creation/Edit ViewAcknowledged
The process of creating and editing a playbook can be difficult and inconsistent. Some items automatically save while others you need to click the save button. I've also run into issues when the tasks move up or down. Lastly the area seems so small considering the amount of blank real estate on that page.
We've had some confusion with CSMs who have multiple accounts with the same Customer name working the wrong CTAs. The feedback was that it is not clear from the Cockpit which account is which. I went into Cockpit Configuration and tried to edit the List View Field Configuration section to add Account Number to the Cockpit List View, I don't see Account Number as an available option. I opened a support case and was told "The 'list view field config' (which is what you would need to add account number to) will only allow for date and number fields. Account number is actually a string field and we have tried a few ways to convert that into a formula number field which SFDC will not let us do." This is important to be able to allow CSMs to tell accounts apart just at a quick Cockpit glance.
Make Customer field optional in CockpitImplemented
As part of my role here, I am in charge of the config, management, and disabling of proof of concepts in our late stage prospects. There are a lot of steps I go through here, and I'd like to manage this through a Playbook I've made. The catch is that these are prospects, so they don't show in my customer list in Gainsight, so I can't actually create the events in Cockpit. I would love to have a way to make the Customer field optional in certain CTAs.
Hi All, When clicking on a segment of a stacked bar chart you can get the tabular view of what makes up that segment. I would like to be able to get the entire list as well by clicking on the name of the category in the x axis. For example, if we have a bar stack of CTAs by reason with owner in the x axis, I'd like to be able to click on the owner's name and get the entire tabular view.
When creating a Power List in Copilot I can only block specific emails from the list by applying them individually. It would be nice to be able to exclude them with a single filter and the emails each separated by a coma (,).
Notifications: Add option for users to select to be notified when Co-Pilot email goes to their customerAcknowledged
We have a marketing team that utilizes Co-Pilot to send targeted emails based on segment. Our CSMs would like the option to be notified when an email is sent to their customer via Co-Pilot. I know there is a cc/bcc capability in Co-Pilot, but we don't want to A) hard-code every individual CSM to the it or B) email an internal mailing list because we want the notification to be relevant. In other words, when an email actually gets sent to a customer, send a notification to the CSM (one per customer per campaign)
Edit Tracked SponsorsNo Status
Would be great to be able to make changes to a tracked sponsor without having to untrack them and then retrack them. For instance, you accidentally associated the wrong LinkedIn profile, you currently have to untrack the current one and then, retrack with the correct one.
I have a report that shows cases logged by customer cohort. The question I'm asking is whether my newer customers (who have gone through a different pre-sales process and onboarding) are logging fewer tickets. What I want is to have more flexibility in my charting: [list] [*]Group first by original contract date and [i]then by the date of the ticket, creating either multiple columns or a stacked column chart [*]Group first by revenue band or CSM and [i]then by the date of the ticket[/list]I can find ways around this by doing formulas on the case object, but
It is great that I can sync tasks between CTAs and Salesforce. A helpful improvement would be to add the option to set the Reminder option in the Salesforce task so that the users get a pop-up when new tasks are assigned to them.
Currently only Administrators are able to add or make edits to global filters in Dashboards, but I think it would be beneficial for non-administrative users to have control over their own reports as well, instead of having to rely on the administrator to make edits to global filters.
Survey enhancement requestsNo Status
On the Properties page, the user's selected End Date should actually close the survey. Right now, it doesn't do anything. Dashboard and Published statuses/sub-tabs: it's difficult to explain the distinction between these two. I think Dashboard contains surveys that are live with responses; whereas, Published surveys are live but have not been sent yet. Perhaps these sub-tabs could be named more clearly and/or combined. "Dashboard" for example does not suggest a particular status at all, but is more of a comprehensive term where I'd expect to see all of my surveys. CoPilot integration: are we planning to integrate Survey and CoPilot more closely? For example, could the Add Participants and Distribute sub-tabs in the Survey module be replaced with links to Power Lists and Outreaches?
Last Modified Date in Modified CTA FieldsImplemented
Currently there isn't a way to track when fields within the CTA window were last modified. The Last Modified Date in the CTA gets overwritten each time a rule runs that is related to that CTA. It would be nice to be able to know when CTA fields get changed that is unrelated to the Rules Engine.
I'm working with several customers who are interested in being able to set up surveys based on specific events (or triggers). For example, configure Gainsight so that a survey is automatically sent when implementation is complete for a customer as denoted by a change in stage. While this is possible with Gainsight Services via a SOW, it would be ideal to put the power of triggering surveys in the hands of Gainsight admins. Anyone else interested in this capability?
Expanded search options in the Search by Customer fields on C360 and Gainsight dashboard tabsImplemented
Right now I only have the ability to search by Customer Name in the search field (top right corner) but in many, many cases we have multiple account numbers for the same customer. We either need the ability to search by specific Account fields OR when you search for a customer name, show "Account Name: Account Number" so we can also see which account number is being selected. Preferably the former.
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