CS Product Ideas
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Show C360 Section Type in Layout configurationAcknowledged
In the C360 Layout configuration (Company Admin Configuration), it would be helpful to see the Type of Section displayed in the layout versus having to hover over to see Section Type to more quickly identify what sections are in use and edit appropriate since sections are often renamed to something other than the default name
Horizon Analytics - Inline Date FilterAcknowledged
The new Horizon Analytics report inline date filters only allow for an operator and an exact date to be selected. (eg: Greater Than 7/31/2021) The old reports allowed you to easily filter reports by entering a month OR day OR year and see all results for the corresponding period. For example, I could provide a list view of all renewal opportunities and CSRs could easily filter the report by entering a Month number to see all renewals due in that particular month. Now, only a specific DATE can be selected.
Right now, the NPS widget in the C360 and the [url=https://support.gainsight.com/Surveys/Surveys_2.0/NPS_2.0_Overview]NPS 2.0 dashboard[/url] only references Gainsight's standard survey 2.0 MDA objects (same with survey 1.0). For our customers who want to import survey data from another external source, they miss out on the nice UI that this widget and dashboard provide. I'd like to see us offer the option to have this widget and dashboard reference custom MDA objects too.
Processing Queue ManagementAcknowledged
We often find our processes are queued for several hours but we do not have a way to view all items running and/or queued to manage the processes. When this happens, we need to contact Gainsight Support for them to advise what process is causing the delay, which is not efficient for Support or Admins. Exposing a Processing Queue will help us quickly see the order of the processing/queued items, allow us to update the order of queued processes based on priority, and identify problematic processes requiring attention for efficiencies. There is an existing Idea around a Processing Queue Management feature but it is marked as Implemented because the ability to abort a rule was implemented several years ago. I wanted to create a new idea to track other ways a Processing Queue would be helpful to Admins.
It would be great to allow rules engine to edit Timeline Context ID after it is created. We run into issues where CSMs make a timeline entry directly in Timeline when they intended to associate to a Success Plan. They have to completely redo the entry in order for it to associate. I wanted to start a process where we add a custom field on the timeline entries for “Associate with Active Account Plan”. If this is checked and the Context ID is null, a rule would populate the context ID with the Success Plan GSID to associate after the fact. Right now, the Load to Activities only allows you to create Milestone entries, but does not allow you to update fields on a Timeline entry
In support we have seen some issues with the "Map Gainsight Standard fields" within the participant setup. Seems when using a 2.0 survey, this box defaults to checked. This makes the program use company id and person id instead of contact id and account id. This has led to a few people setting this up wrong and mapping SFDC fields to this which causes the program not to work quite right. Can we make this clearer in the product? Or instead of checking it by default, make it a required option to select within the participant setup? When pointing this out to customers, they figured since it was checked by default nothing needed to be changed.
“External” user licenses are created when there is a success snapshot or layout or dashboard share is triggered. However there is no availability of knowing what is shared to external users other than snapshot. Can we have this requirement tracked in MDA using looked up user data sharing MDA etc.Thanks!
Sorting columns when fetching fields in rulesAcknowledged
When fetching fields in a rule task, the fields, there is no way to manually sort the fields once added to the dataset fetch task. It would be nice to be able to manually sort the fields once they have all been added to the fetch task.The inability to sort the fields causes issues when we need to later add fields to an S3 export, as we often need to conform our field sorting to other internal SQL scripts. As is, we have to either (i) re-add the fields in the new, correct order, or (ii) create a transform task to reorder the fields. Being able to manually sort (like we can in report builder), would be a welcome addition.
Dependent picklist in filters in dashboards are currently not supported. An example for this is, if we could show only the list of countries in Filter B, based on the region of selection (APAC, EMEA, etc.,) in Filter A, the user could select the country from the list countries based on the region in Filter B.
CTA's for Success plan in draft state.Acknowledged
Hi Team,Currently, if the success plan is in draft state and if we try to open a CTA from report or from notification link its throwing an error – “The CTA you are trying to access could not be found as it might be in draft state or deleted or due to a system error.”As the error message is not referring to Success plan but referring to CTA, can we change it to “The associated Success plan is in draft state, so the CTA you are trying to access could not be found” it will make the customers easily understandable.
When creating CTAs through a program, if a CTA does not get created due to one already existing based on the identifiers the participant activity indicates a CTA was created when it was not. Ideally, the participant activity would have an alternative message when this happens and maybe an option to trigger it anyway :)
Improving cc: furtherAcknowledged
The ability to cc: on program mailings was recently delivered. Two enhancements would be appreciated 1- Showing the cc: when doing test mailings with Program 2- Allow for both the CC: and the Copy Email: fields to be used rather than make them exclusive. While we may want the customer to see that we are copying someone, we may want to still use the blind copy like the sender of the email.
Admin Notification Settings - Filter LogicAcknowledged
Following along another idea of mine around Notification Settings, it would be great if we could customize auto-subscribe settings based on additional logic. We have multiple customer statuses based on product, and, accordingly, multiple user lookups to form the customer’s overall account team. For the most part, we do not remove the “old” assignee when a customer churns from a particular product. It would be great if we could set it up like: If GB Status = Customer, then auto-subscribe the Company::CSM If GI Status = Customer, then auto-subscribe the Company::GI CSM etcPlus, going with concept of the other idea I linked, auto-unsubscribe if the status moves to Former Customer…
User would like to have Journey Orchestrator send emails to accounts that have a specific tag assigned to themAcknowledged
Hi User would like to have Journey Orchestrator send emails to accounts that have a specific tag assigned to them. For example, if user wanted to blast emails out to customers for a webinar that is applicable to them, could the CSM's add a tag to each customer that is designated for this webinar, that Journey Orchestrator is then able to pull for the email?
Show Event-Scheduled Rules in Timeline QueueAcknowledged
Currently, when a Rule or Rule Chain is triggered by an Event, the Rule or Rule Chain is added to the queue in the back end as expected, BUT: It does not appear in the Rule Timeline If you click Execution History on the applicable Rule(s), it does not show a line indicating the status as “Queued”Which drives me through a loop of trying to figure out whether the Event correctly fired! Which it did; I just have no indication unless I go to the individual Event’s Execution History. And I have no way of seeing where in the Rule Queue it is.
Can Gainsight allow for ORC files to be ingested in any capacity? Either in data designer (via S3) or any of the connectors. Our datalake has a lot of standard usage tables that are in ORC file types that are used by other teams and products such as marketo. In order to ingest this data, the data team needs to write additional scripts in a .csv format in order for Gainsight to ingest it. Since the majority of the organization can access the ORC files, our request becomes more challenging to prioritize (good ole work politics) :)
Out of the box reports on dashboardsAcknowledged
There are several reports that are created for us out of the box (OOTB) in Journey Orchestrator or NPS tab. However, many times I want to have the same report appear on a dashboard for those who might not have access to Journey Orchestrator or NPS Tabs. It would be great if those reports could be pulled into a Dashboard for broader sharing.
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