CS Product Ideas
Submit product suggestions
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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.
We have a number of field validation rules set up in our Salesforce environment. Rather frequently, we encounter Gainsight rule failures due to validation failures. Problem is, the Gainsight execution log doesn't tell me which account(s) are causing the failure. I've opened tickets with Gainsight support, they always tell me they aren't able to identify the account(s). But, if the Gainsight rule is attempting to update an account that results in a field validation exception, I find it very hard to believe there's no way the rule execution could be instrumented in some way to tell me what account is causing the exception. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190610at6-52-50AM-643213cc-de45-4cd1-a075-a6841424e483-1120979095.png[/img]
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.
Dropdown list item with single quoteAcknowledged
Hi There, Currently, when you create a dropdown-list item with a single quote, the following message pops-up. Although one understands the validation but this becomes a problem when you have mapped this field in SFDC connector sync job and in SFDC picklist value contains single quotes etc. So are there any thoughts to allow dropdown value with single quotes because in SFDC picklist, we can have values with single or double quotes. For now the only work-around is to have a String type in MDA mapped to such picklist.
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.
Right now, if you change a survey 2.0 site and clone a program using that survey, the site will not update unless you switch to another survey, save the program details page, switch back and save. The idea here is to always pull the up to date survey site when cloning from a program that used the older site before the update. The same is true for a deleted site as well which could cause a program to use a non existent survey site.
Posting on Behalf of Customer- Timeline Entry sent to Draft has link to the entry in the draft in the emailAcknowledged
The idea here is that along with having just a link to the document showing the reject reasons/reason for posting to draft. Would it be possible to add a link to the timeline entry in the drafts? That way we don't need to keep seracging around the timeline drafts for the email.
Displaying release versions in the G360Acknowledged
It would be great if I was able to see which release version my production environment is in at any given time. The area that springs to mind for this purpose is the Gainsight 360. I am a Gainsight Admin without access to the Salesforce Setup page, so this information is currently unavailable to me without contacting one of our sfdc admins.
While trying to create a monthly email program for our CSMs with a report of accounts that haven't have a Sentiment update in over 30 days, I discovered that the in-line report feature does not currently support the Scorecard Fact Object. This is apparently because these objects do not have a default mapping for SFDC Account ID. Support suggested sending a dashboard link instead which is what we will likely implement in the short-term; however, it would be great if this feature supported the Scorecard Fact Objects. We've found that having the report in the body of the email drives more action and updates since people don't always click on the links.
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.
Mark a success plan as 'active' once at least 1 objective/task has been marked closed/complete.Acknowledged
We recently launched a series of success plans in draft mode to our team knowing that some could be started immediately and others not for quite some time. In reporting, we've found that may CSMs have started working on the plans (closed out at least some tasks/objectives) but never actually marked the plan as active. I'd love to see this done automatically when the first task or objective is closed/complete. If not automatic, possibly a pop up when you mark an objective closed/complete that is part of a Draft success plan...ask the CSM 'would you like to change this success plan's status to active?' Same for completed. I know there are some use cases where you may close out all of your current objectives, but not yet be ready to close out the success plan, but a pop up asking ' all objectives are closed would you like to complete the success plan?' would help keep everyone on track!
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