CS Product Ideas
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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.
Currently in the Cockpit, if you Group by: Due Date, your CTAs will show up if there is a task within it due "Today" and if it was due in the past it will show "Overdue". However, if a CTA has a task that is due within the week, it shows within "Upcoming" not "Next 7 Days". It would be nice to have consistency within the Cockpit and for all CTAs to be organized by the next task date.
Success Snapshots and MDA DataImplemented
Success Snapshots will only look at Account or Instance Level data within Gainsight, which is a problem when we want to use data from the MDA (which we also have in the C360 section). This request is to enable the ability to use MDA data in Success Snapshots.
Customers would like to be able to easily send out a "heads up" type of message to the distribution list prior to sending out their survey. Although they can send a message using Gainsight Email, it would be simpler if they could send it right from the survey module, and that would also ensure it goes only to those people who will then receive the survey.
Map option in a reportNot Planned
I would like to add a heat map of all our customers onto an actual map, not the table option. similar to the below photo. [img]https://sslproxy.getsatisfaction.com/sslproxy/SWhAdDNLMG5zdGFuVGlWeqa_PHDMo7HpS4C2Ag4sQDYoh7OnUn7Iw41CXOY9Wa6yQfU2qFF3WQKkRwaAyBFFTlOjoIdx6X3qTw5hggSNnFZ3U6y6o9wBgR_AWG0YdOyo8b3XzKD1ojywcUXNFnhJyUeTT6jt6KFk0DGl8XoWq0M=.png[/img]
We would like to create a survey using more than one NPS style question. Certainly the customer sentiment to rate the level of agreement (1-10) with a statement can be utilized beyond just "Would you recommend us to a friend or colleague?" How about an NPS score on "Would you recommend our CSM program?" The Gainsight survey process only allows for 1 NPS-style question and we'd like to see it modified to allow additional. We can customize the NPS question but we're restricted to only 1.
Health Score Tiles - adjust sliding scale to fixed numbers, or have slider "lock" on major ratingsNo Status
We would like to do two things to the slider scale of the health tiles. 1. We would like to determine the intervals - i.e. have 10-20-30- etc instead of 11, 12, 13, 14. Eliminate the numbers in between any intervals we set. 2. We would like the slide to lock - much like a magnet would on these types of intervals so that it makes it easier to choose the correct number.
Admin - C360 Sections: When adding report to a C360 Section, have ability to select/deselect all reportsUnder Consideration
When adding reports to a C360 Section, have the ability to select or deselect all reports in the list. (see attached) [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20150921-24985-my62f1-Screenshot_from_2015-09-21_12_46_33_inline.png[/img]
Built-In Tips for the Rules EngineImplemented
I've banged my head against a wall on constructing rules in the Rules Engine only to realize that I had left out a simple criteria such as a date range. I'm sure there are other best practices we can brainstorm that would be good suggestions to offer to people who try to construct a rule, and don't get the results they expect. Something like the "tool tips" that walkme.com offers would be a welcome addition to the rules engine UI, and would function like a built-in consultant. E.g. Hopefully it'd be able to suggest to me that I add a date criteria if I didn't already have one in my rule. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20150917-17874-1c44s3u-44_inline.png[/img]
It would be great if we could view 3 columns of reports on dashboards instead of 2. We often use multiple pie charts in a dashboard and are left with a lot of unused space since we have to use 2 columns. It's also a little bit confusing, because the layout manager makes it look like we're able to build dashboards with three columns, when really we can only use 2. Is there something I'm missing that allows 3 columns to show or could this be a possible addition in the future? Thanks! [img]https://sslproxy.getsatisfaction.com/sslproxy/SWhAdDNLMG5zdGFuVGlWet3OJPpXNXM-QW0d6CTQcNbwqKifQHzLjYd0qu4sWKovP7hROI6zGvM4CWj9ldO9zQ==.png[/img]
We use team and individual filters to allow CSMs to filter a dashboard down to their team or even just to themselves, but it's difficult to clear the filter once you've applied it. [img]https://sslproxy.getsatisfaction.com/sslproxy/SWhAdDNLMG5zdGFuVGlWejJy89PK1aEsPbAfTRkRF53v19vxCCdpcqGqki0ITn8Qdx7-XU0Rlu2yR4DAYFt4Vg==.png[/img] We've been using Team does not equal "a" and CSM does not equal "a" in order to reset the filters, but it's pretty inconvenient and takes time to reset a filter that way. [img]https://sslproxy.getsatisfaction.com/sslproxy/SWhAdDNLMG5zdGFuVGlWejJy89PK1aEsPbAfTRkRF50WVft6y2ArntZLMRsWlUOZi_m96HJHE0EjmY-Vy2mvIg==.png[/img] In Salesforce it's really easy to clear dashboard filters once you have applied them using the "Clear Filter" option in the drop-down menu that appears when you click on a filter. [img]https://sslproxy.getsatisfaction.com/sslproxy/SWhAdDNLMG5zdGFuVGlWejJy89PK1aEsPbAfTRkRF52ZIkV1VdXp0qVPtS7AXK1fLMbt0URuOmUcAFNDsbb8NA==.png[/img] Could
We would like the ability to apply different weights based on the stage. For example, if a customer is in implementation, then the Implementation category would have a weight of 60. Once the customer moves into the stage of Live, then Implementation would drop to 0 and other categories would have a higher weight. We have a work around in place, but it's very hard to predict health.
Make the black band on CS360 configurable. We want to add data points (i.e. customer level) to thatUnder Consideration
On the CS360 page there is a black band that has the customer name, Status (inactive, churned or active). We would like the ability to add data to that band. This configurability would be helpful, given the limitations in Summary (6 tiles, 6 in the list). My company would like to add customer level.
Add Identifiers to Engagement RulesImplemented
Engagement rules are easier to manage for conditions like metric a x dropped by y % over metric b in the past z weeks so in some cases I'd prefer to use engagement rules. A drawback is that the CTA activity lacks the "use identifiers" check box which allows for more broad usage of standard reasons and types across multiple auto CTA actions. Can we either make it easier to manage these conditions in custom rules or add the use identifiers feature to the engagement rules?
We have a ton of CTAs with tasks and have automatic email notifications configured. However SMs do not get daily email notifications telling them what they have due each day/week. We have used a project management tool called Asana and would like that functionality. Screenshot here - [url=https://sprinklr.box.com/s/u8d7sl5zyjs5p7mzdklpx7skqa3q8cdz]https://sprinklr.box.com/s/u8d7sl5zyjs5p7mzdklpx7skqa3q8cdz[/url]
Dynamic Customer ListsWorkaround Available
It would be great to have a way to create simple, dynamic lists of customers. So often our team is creating groups customers that might not have a common field in Gainsight or Salesforce. In these cases it would be great to be able to simply add them to a list - much in the same way that you might add songs to a playlist in many music programs
field selection challengesNo Status
For some odd reasons, when there are fields with the same display name. e.g. one number field, the other text field. In report 2.0, under "show" or "by", there is "T" or "#" label to signal the field type. However, not for filter, not in the selection for detailed data table inside of a chart. (also, not in rule engine.) . It's hard to tell part which field I'm selecting. Every time it's a try and error... Just an idea..
Hi all, Right now Gainsight users must manually export survey results to have them sent in .csv form to the user's email. I would love to be able to schedule a regular, automated export of survey results. The destination could be email (as it works now) or ideally we could select a local folder location, Google drive, FTP or other destination. This would be extremely useful as a means to keep an extended group in our organization up to date on our customers' survey responses. Thanks!
Using tokens in "Set Score" business rulesImplemented
We have a few scorecard metrics which we are automating through the business rules functionality. It would be very useful to automatically add comments to a score. For example: We have a metric group "Payments" to flag customers that have more than 3 invoices that over 90 days due. It would be great if in the comments area of the score we could explain why the score had changed. Ideally, we would use tokens to specify how many invoices are past due or what's the total amount owed.
Allow tokenization in the Score Comments field When using the Set Score rule, we would benefit by having the ability to include tokenized values in the Comments. In our use case, we are storing high priority ticket numbers/links in our MDA. When setting the Score for Support, we would like to also include the text of the high priority tickets. This puts the score, and the corresponding tickets for the score, adjacent to one other in the Scorecard.
Allow bulk change of CTA due dateNo Status
Allow bulk change of CTA due date We run into this when planned releases or announcements shift at the last minute. For example, if we have planned a product release for August 15 which rides on CTA activity, and then at the last moment we shift the release to August 20. There is no way to update all of impacted CTAs in bulk, and all CTAs (and tasks, for that matter) must be individually and manually updated. The bulk update for other fields within a CTA is excellent. Having one for the due date, which reflects reality when it comes to releases or announcements, would be excellent.
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