CS Product Ideas

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6060 Posts

darkknight
ACE
darkknightACE
shared in CS Product Ideas

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.

5
ellenoangieslistcom
Champion
6 years ago
heather_ayer
heather_ayerRegistered User
shared in CS Product Ideas

Respect Task Dates for "Next 7 Days" in CockpitImplemented

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.

1
sidhu
Gainsight Employee: Rookie
6 years ago
kara_simpson
kara_simpsonRegistered User
shared in CS Product Ideas

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.

2
gaurav_kotak
Shoshin
6 years ago
tzundelgainsightcom
Gainsight Employee: Team Captain
tzundelgainsightcomGainsight Employee: Team Captain
shared in CS Product Ideas

Ability to send pre-message to survey distributionImplemented

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.

3
tzundelgainsightcom
Gainsight Employee: Team Captain
6 years ago
ryan
ryanRegistered User
shared in CS Product Ideas

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]

2
ryan
6 years ago
steven_savaglio
steven_savaglioRegistered User
shared in CS Product Ideas

Survey NeedImplemented

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.

1
praneet
Shoshin
6 years ago
anthony_sabato_be321d
anthony_sabato_be321dRegistered User
shared in CS Product Ideas

Modify Reports Lock - modify only by adminsNo Status

Some reports are used by dashes and c360 but shouldn't be manipulated by regular users. It would be helpful to put an admin lock on those to avoid inadvertently having them altered.

2
anthony_sabato_be321d
6 years ago
kathy_williams
kathy_williamsRegistered User
shared in CS Product Ideas

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.

0
kathy_williams
6 years ago
nicole_gemmer
nicole_gemmerRegistered User
shared in CS Product Ideas

Reports 2.0: Add data points (both counts and percentage) to pie chartsImplemented

Reports 2.0: Add the option to include data points (both counts and percentage) to pie charts in Reports 2.0 (and layouts!)

3
sumesh
Shoshin
6 years ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

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]

1
sumesh
Shoshin
6 years ago
heather_ayer
heather_ayerRegistered User
shared in CS Product Ideas

Add the ability to manually change the order of tasks within a CTAImplemented

I'd like to be able to drag and drop tasks within a CTA so I can adjust the priority of items on a case by case basis.

5
tom_wix
6 years ago
luis_p
luis_pRegistered User
shared in CS Product Ideas

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]

2
sundar
Veteran Rookie
6 years ago
john_nunziati_612357
john_nunziati_612357Registered User
shared in CS Product Ideas

Allow 3 columns of reports to be viewed on dashboards instead of 2No Status

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]

3
jeffrey_coleman
Champion
6 years ago
john_nunziati_612357
john_nunziati_612357Registered User
shared in CS Product Ideas

Easy way to "Clear Filters" for dashboard filters?Implemented

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

4
sumesh
Shoshin
6 years ago
molly_haupt
molly_hauptRegistered User
shared in CS Product Ideas

Allow the ability to apply different weight to health categories depending on stageImplemented

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.

4
sumesh
Shoshin
6 years ago
molly_haupt
molly_hauptRegistered User
shared in CS Product Ideas

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.

2
molly_haupt
6 years ago
daniel
danielRegistered User
shared in CS Product Ideas

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? 

4
daniel
6 years ago
harris_maidenbaum_cbac7b
harris_maidenbaum_cbac7bRegistered User
shared in CS Product Ideas

Daily notifications based on task due datesNo Status

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]

6
sundar
Veteran Rookie
6 years ago
bill_palombi
bill_palombiRegistered User
shared in CS Product Ideas

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

1
svaughangainsightcom
6 years ago
annie
annieRegistered User
shared in CS Product Ideas

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..

0
annie
6 years ago
steven_savaglio
steven_savaglioRegistered User
shared in CS Product Ideas

Media FeedNo Status

Is there functionality to have a “media feed” as an element of customer health? For example, a tremendous impact to customer health would be if my customer were acquired, or filed BK. Or other newsworthy events. How is that captured?

2
steven_savaglio
6 years ago
valerie_moye
valerie_moyeRegistered User
shared in CS Product Ideas

Automate a scheduled export of survey resultsNo Status

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! 

0
valerie_moye
6 years ago
irit_eizips
irit_eizipsRegistered User
shared in CS Product Ideas

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.

2
matthew_lind
All Star
6 years ago
matthew_lind
All Star
matthew_lindAll Star
shared in CS Product Ideas

Allow tokenization in the Score Comments fieldImplemented

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.

1
sundar
Veteran Rookie
6 years ago
matthew_lind
All Star
matthew_lindAll Star
shared in CS Product Ideas

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.

0
matthew_lind
All Star
6 years ago

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