CS Product Ideas
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Hello Team, Can we provide proper hyperlink for Company/Account name for failed participants in JO.This is because one of the customer is trying to view the C360 page by clicking on the hyperlink which is available in the failed participants grid and could not access it as it is not fully resolved even proper mappings are used. Thanks & Regards,Srikanth
Cloudbees is doing a ton of great things with Gainsight. They want reports that will require seeking information from multiple objects. The answer here is data designer. But here is the thing. For the most common use cases, we should have data spaces that are out of the box. For example, to report on the latest timeline activity on a CTA is a very common use case (it is also a part of our recommended WBR process). Then why not use have these common objects available to begin with so that everyone is not starting from scratch.
Basically what the title says. When you set conditional waits for reminder emails, escalations, etc., and you view snapshot, it would be nice to see when the next thing goes out - specifically the date, I know the relative wait time is displayed. This could also be done in the drill down when you click the participants - there could be a field showing the date of the last attempt, and the date of the next attempt.
Hello Team, Recently we have a customer who reached out stating, in the Email Assist Tasks, attachments with ‘.PDF’ isn’t supported, where as after changing the same file as ‘.pdf’ it supports. I’ve verified the same behaviour in Local Org as well. https://share.vidyard.com/watch/sBnds3Tm7B7yVCXgXxM4Cv? Customer ask :: When the file is a valid one and why isn’t out application recocngizing, as .pdf, it seems like most modern applications should be able to handle .PDF as well as .pdf. Could this be something that will be added in the future, or will this be considred as a limitation? Thank you!
This is relatively minor, but it is misleading if/when end users try to change their filters.The “Is Snoozed” filter, when set to False/No, it shows “Is Snoozed equals ANY” when you drill down into the filter. This was from the My CTAs view, but I created a test view and experienced the same.
Hi Team, Few customer are looking to preview the data in each task to understand, if the task is pulling the data correctly. The view doesn't let us preview any of the data, so it is hard to understand what is working and figure out where things are going wrong.I believe this request is already in our Pipeline. But raising here, to get timeline or tentative ETA on this request. Best,Hardik
Wanted to mention this. I had an playbook with an email assist task where the email template had a button for the survey. I edited the email template to be a question instead, and when I went back to refresh it in the playbook task, it gave me a message saying the email template had been deleted when it was still active. I believe this behavior happened because email assist doesn’t support inline survey questions, so it might make sense to update the error message to say something different besides “deleted” since it wasn’t.Thanks!
This should actually apply everywhere in Gainsight, but in testing Company Person C360 section, I went to edit an email address and got this error “FIELD UPDATE FAILED.” No reason, no explanation. Assumedly this is because a Person record already exists containing the email address with which I was attempting to update - but the end user would not know that and thus they would contact me, the admin saying something isn’t working.
If a field has been deleted or you do not have permissions to it we give the error message with the API name. However in the mapping we provide the field name, which can cause confusion when looking at the object in SFDC for permissions. It would be nice if we could have name or provide both field name and API in this error message.
Mostly what the title says. I’d like the ability in JO programs to use a token in the CC portion of sending emails out. Use case: I have a CSAT survey and I want a conditional wait for an email that only sends on a low score to the case owner. I would like to CC their lead, but it may not be the same lead for each case owner so I can’t just put in a static email. In this case a CTA is not a viable alternative.
Dynamic Images in JOPlanned
Hi TeamWhile Sending the welcome emails to customer we want to introduce them to there respective account representatives and want to send the Salesforce Profile Picture of these representatives with the Welcome email. While JO email templates are highly tokenized I don't see an Option to do this with Images.Anyone has any idea how this can be achieved?
We need the ability to hide templates from Gainsight Assist, while still allowing them to be visible to Email Assist. We have templates that we need to be strictly tied to CTAs for reporting reasons, but they are also visible through Gainsight Assist which is confusing for our end users and results in emails getting sent that are not tied to CTAs. Folders are needed to be able to group templates together in the Gainsight Assist and Email Assist views. We have multiple teams (not just CSMs) in Gainsight and need a better way of keeping these organized.
Hi Team,As per this doc we can create a custom Job to sync the data from the Other HubSpot objects to Gainsight. However, we were only able to view only attached Objects in the connection. But we have a request from few clients stating that they want to Sync the data from the Custom HubSpot objects to Gainsight Custom Object.
If there’s a way to already to this, please turn into a question. Currently, users are able to individually change their notification settings by clicking the bell icon, gear, etc. While we are on NXT, we login through SFDC. Some users still have their preferences set to log in from NXT when they click on a link in an email notification.This doesn’t work for them, they need to switch it. Currently, I have to explain how to do it, or write an internal article on how to do it (yes GS has documentation on how to do this but I don’t think most end-users will be able to handle it) and share that. Can we mass edit these notification related permissions and preferences please? At some point we may move to an NXT login so will have to resolve 500+ individual cases, or repeatedly spam people on changing it and still have to walk users through the process.
Our team is evaluating using another tool for email sends, and at this time Gainsight Assist is very behind. We are evaluating against YesWare.Email open tracking Email scheduling (mass) Meeting scheduling (Calendly and directly accessing your calendar to input) Email reminder functionality (can select specific times when sending to remind to follow up) Manager reports to see what CSMs have been sending
In data designer, working with dates is extremely limited. I cannot summarize by date before a transform, and I cannot dynamically select a date range from the past. For example, I want to summarize usage from last month, the month before that, and the month before that to calculate a growth rate over last 3 months. I can select date = “last 30 days” for last month’s usage, but how do I sum over the date range *between* 30 days ago and 60 days ago to calculate the previous month (or between 60 days ago and 90 days ago for 3 months ago’s usage)? The date filter needs an option such as “N days ago” so I can input “less than or equal to 30 days ago” and “greater than or equal to 60 days ago”.
Minor request - the Measure Name for Overall Health (Account) has a trailing space. If a filter on a report of Measure Name = or includes “Overall Health (Account)” is used it will fail because the exact name has a trailing space (e.g. “Overall Health (Account) “.Can the Measure Name be updated to remove the trailing space to prevent an issue in Reporting?
Ability to Associate Timeline Entry to a Call to Action without having to be in the CTA Timeline tabPlanned
In order to have a Timeline Activity associate to a CTA, a CSM has to log the Timeline entry from the CTA Timeline tab. It would be nice if CSMs were able to associate a Timeline Activity to a CTA from the C360 or global Timeline as well. The current functionality leaves room for error when a CSM is used to entering activities through global or C360 timelines, but may want to associate the entry with a CTA. If this happens, the CSM would have to copy or delete the entry and re-enter via the CTA Timeline tab in order for the associate to be made.
Many ESPs (mailchimp, campaign monitor) and MAPs (Marketing Cloud, Campaign) offer in-product integration with Email on Acid or Litmus to ensure the email in the WYSIWYG delivers as expected. For text-based emails, there may be less of a need but I’m finding no matter how cleanly I draft within the editor or I keep the code, it invariably gets overwritten with html bloat and renders different than in my tests to myself and how it appears in the platform. It’s difficult to ensure the tests I confirm through my mail server will deliver that way across device/os/mail servers, being able to verify rendering within Gainsight would be extremely helpful.
Hi Team,As of now we are handling below scenarios in Gmail plugin -1) If user tries to log a mail that is being sent then it checks if emails in To are in Company/Relationship person and resolves it accordingly.2) If user tries to log a mail that is received then it checks if email address in From are in in Company/Relationship person and resolves it accordingly.But there is another scenario which rarely happens and can we consider this as enhancement.Scenario - If an Email is sent from an internal user(Prathap) to Company Person(Gains) looping in another internal user(Kumar) who is CSM for that Company.Now Prathap hasn’t logged it as Timeline and since Kumar is CSM tries to log this email as Timeline from his Inbox. As per above 2nd point, plugin considers From address while logging a received email, so it checks for Prathap in both Company and Relationship person, since Prathap is internal user it goes to Drafts. Here though Gains is in Company person, plugin doesn’t search for it si
People Maps CustomizationPlanned
Hello Gainsight Team, We have recently deployed people maps in our org and it is not up to par with the functionalities we need. I have listed a few Ideas regarding being able to customize per our company needs. Being able to Customize Influencer look up tables. (high priority) Currently, the Influencer action allows for you to add from Gainsight user object or Company person object. Due to ADP only deploying Gainsight for our client success department, other ADP teams are not active users in gainsight. We have found that you can not add anyone that is not an active gainsight user as an influencer within people maps. This creates an issue as ADP Sales, ADP Service, ADP implementation, etc. can all be classified as influencers but per the limitation of People maps, we can not add them. We propose this to be a more customizable field from the People Maps Influencer object where we can remove the lookup for our Gainsight user object. This way it is just a text box to add a name. Being a
What is the expected behavior if the dataspace from a data designer workflow is used in a Program and a field is removed/changed with the data designer workflow?I made an update to a workflow and removed/added fields. The dataspace object was updated and after which I needed to update/rebuild some reports in Report Builder that no longer displayed data due these changes. However, in Journey Orchestrator, the Program that used the same dataspace continued to be active and did not report errors but did not continue to sync. Editing the query builder provided an alert that a field had been deleted and so tasks had to be re-saved.Should there a notification when a field used in JO Program is no longer available/deleted or should the Program change the status from Publish to Paused/Draft?
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