CS Product Ideas
Submit product suggestions
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Hi! I would like to have a feature similar to the “data validation” one in Excel/Sheets, where you can choose beforehand either to reject the input completely or show a warning. I will explain with some use cases: An Id number that has to have 8 digits A date field that can’t be set in the future A string that follows this schema: a letter, 7 numbers, and another letter: X0000000X.We can set controls afterwards, like rules and CTAs asking them to update it properly, but it would be much more efficient to avoid the problem altogether by avoiding human error.Thank you,
Bi-directional syncing of contactsIN DEVELOPMENT
Hi We would like the ability to add new contacts and update existing contacts in Gainsight, and to push the new/updated information into Salesforce. CS owns contacts post-sale; having accurate contact information and an efficient contact update process is critical for the org. Thank you.
It would be great to set some tokens on the Timeline Note Templates from your account. For example, we want to set up a template for a “CSM Handoff” when the CSM changes. The leaving CSM will create, but we have some things like “ARR, Sentiment (custom fields on account,), renewal date” that we want pulled into one spot rather than the CSM going to different places. It would be great to be able to token and map like we are able to in Email Templates
We’re doing a little spring cleaning and I noticed that there is no dependency section for objects used in JO programs (unless I am mistaken?) This is a huge blind spot and can lead to email programs not working if data is inadvertently deleted before the program is rebuilt to use a different MDA object.
Sort Ideas based on Product feature areasIN DEVELOPMENT
We have Product Area categories to have focused Discussions but not so for Ideas which stack all posts together without an ability to sort.Something like this for Ideas would be highly usefulCustomers as well as Feature PMs will greatly benefit from being able to filter Feature requests per Product Area.
Increase character limit when emailing to TimelineUnder Consideration
Is there a way to increase the character limit when emailing to TImeline? Or a different alternative to the solution of encountering the limit? I don't like the idea of miles long email chains being logged, but how else can Email to Timeline be used if the chain is long?
Hi All,Do we have any plans on having Gainsight app for Microsoft Teams similar to the Gainsight <> Zoom integration?We have a subset of our customers that leverage Teams instead of Zoom and for CSM handling those accounts it’d be great to have a similar experience to increase their productivity.
We have a number of colleagues that are listed in the Person object and associated to a dummy Company. When these colleagues and external customers appear in a calendar meeting and you click add activity the widget is identifying them as external and setting the company to the dummy and ignoring the actual external customers on the meeting. Can the widget ignore those Persons where the email domain matches that of our GS Instance domain. If our instance is XYZ.gainsightcloud.com and the Person record has an email of JSmith@XYZ.com. It would set that user to internal and ignore it when selecting the Company or allow a drop down and let the user select which company they want if there is potentially more than one. Right now it is prepopulated and you can’t change it.
Came across another feature that doesn't support [url=https://help.salesforce.com/articleView?id=shared_contacts_overview.htm&type=5]Salesforce Related Contacts[/url] - the Log to Salesforce function in Journey Orchestrator. Without going into details, our query mapped the SFDC Account ID to the ID from the Account Contact Relationship object (since every contact - including direct contacts - have an associated Account Contact Relationship::ID) but it still logs to the activity to the Direct Account to which the contact is associated [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20181010-60614-1unpzoa-Screen_Shot_2018-10-10_at_8-25-33_AM_inline.png[/img] We opened a support ticket, and support responded "After diving in further we found that the current behaviour is that SFDC activities get created based on the [b]CONTACT ID [/b]and the [b]ACCOUNT ID[/b] which is assigned to the Contact from the Contact object....After disc
I’d like to have the ability using Rules Engine to automatically apply a specific playbook to a CTA when a picklist field on that CTA has a specific field selected. For example, on our CTAs where Type = Objective. After this objective is created, our CSMs may choose that the Services Type field is “Accessibility Mission” and the “Accessibility Mission Type” is “Audit & UX Recommendations”. Once this Accessibility Mission Type is selected, I want our Accessibility Audit playbook to auto-apply to the CTA to add tasks that are specific to this mission type.
[Customer request].Hi Team,Customer would like to see few improvements in the E2T email notification. Below are the scenarios.Scenario1: If customer signature has more than 5 images and every time they log a timeline getting the below notification. The outcome is the email is logged. Scenario 2: While logging a timeline with a character count of more than 33K, they are receiving the below notification. The outcome is timeline didn't log. For both the cases, they are receiving the email with envelopes with a red circle with an X. Customer would like the problem identification to happen more quickly, especially if most of the time they are ignoring because it’s issue #1. they don’t want to have to open the email to read the specific issue. Net, they need to know more quickly what happened.Kindly review and change the image to be different for an attachment error vs. the no-log error for easy identification.Thanks,Ravindra
Update scorecard 2.0 score measures from Timeline viewUnder Consideration
We have a CSM Sentiment measure that our team prefers to manually set the score and log an update on the measure timeline. Today they need to navigate to Scorecard 2.0, click on the measure score, & set the score from the scorecard view THEN the click into the measure & log an Update activity. Set Scorecard 2.0 Manual Measure ScoreSeems odd that the measure score on the left allows setting of the score and not the measure score on the right…. Why not allow both to have the Set Score capability? This would save some clicks and optimize the process of manual scorecard measures. Thanks.
Merge relationships.Under Consideration
Posting on behalf of a customer. Recently we’ve released the company merge feature but customer is inquiring about the ability to merge relationships either at the relationship level or at the company level without having to merge the companies. I don’t think we have this functionality but thought it might be a good idea and wanted to inquire if this was being looked into.
For more strategic customers, Risks are not always transactional and opened/closed in a timely manner. It would be great for CSMs to be able to add Risk CTAs to a Success Plan in order to track/relate Risks to a Success Plan and/or Objective. E.g. Customer Admin Training Objective may have a risk due to budget no longer being available. While lack of training can be a risk to churn overall, it can tie to a specific objective the CSM is trying to achieve. This may also provide an opportunity to enable a CSM to create a Risk Mitigation Plan for strategic risks with a longer mitigation timeline that are not related to identified Objectives but would benefit being tied into an overall risk mitigation strategy. E.g. Customer has low adoption, poor sentiment, and loss of executive sponsor. A CSM may want to create a Risk Mitigation Plan to create a multi-pronged approach to reduce the risk of churn instead of addressing the Risks individually via a standalone CTA.
Associated Persons on a CTA is a great idea, but it’s very bare bones. Would love to see more data available to display in a CTA with Associated Persons, like contact phone, title, email...and the ability to click on the contact name and have it take you to the People list in C360.Use case: CSM with a large book of business gets a CTA with an associated person of “Jane Doe.” They don’t know what Jane Doe’s title is, what her email is, what her phone number is...forcing them to go to the C360 anyways to get this information. Save CSMs some clicks & some steps by adding in more fields for the associated person directly into the CTA view.The lookup is already there, so it feels like we’re so close to making this more functional!
This is a small request that would make a big impact on user experience. In the Email Step of a JO program, you map your placeholder tokens.When you map tokens in a program, you first have to hover your mouse over the token to make the mapping icon appear, and then you have to move your mouse just slightly to the right to click on the mapping icon. If you move the mouse too far, the mapping icon disappears. If you just click on the placeholder, nothing happens because you have to click on the mapping icon.Imagine having a large email journey, with several email steps, and each email step has multiple versions. That could be HUNDREDS of tokens that need to be mapped. Ideally, I should be able to just click on the placeholder token and have it bring up my fields. The extra time it takes to hover, move, click, adds up!
The ability for CSM’s to be able to sync their calendars to the Gainsight home widget so they can easily add upcoming meetings to timeline but also use Gainsight home as their central hub for managing their day to day activitiesThen be able to use Global Filters to set to CSM
Hi Team,We have observed that, CTA task email is failing to send because one of the tokens (CTA comments) which needed to be replaced was longer than 10k characters (including the special characters since it is a rich text field and seems to have been copied from some other place). In this scenario, below is the current failure message:ERROR Message:Hello <User Name>This message was created automatically by mail delivery software.An error occurred while trying to deliver this email to one or more recipients. The following address(es) failed:<Email ids>The above failure message is not clear to identify the exact issue from customer end and we need to improve this messaging in the failure case.Kindly review and add the below message for this type of failure scenario.Mapped field value has exceeded the maximum character length allowed for tokens. Thanks,Ravindra
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