CS Product Ideas
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The goal of a Customer Success tool such as Gainsight is to bring a holistic view of the customer and overall engagement together. Unless I've missed something, right now I see a disconnect in having multiple resources working on an account using Relationships. There needs to be a way to unify Success Plans, allowing you to create a Relationship-level CTA as part of the Customer-level Success Plan. This would allow a CSM working at the Customer level to assign CTAs as part of a Success Plan to resources that own a particular relationship but still have it live as part of an overall account plan.
Hello! My team has started using Share 360 with customers for operational reviews. We are having success saving lots of time with the tool as a replacement for a spreadsheet that was previously updated with SFDC data manually. Customer feedback has been positive and they enjoy having real time access to the data. An enhancement that the team has requested involves sharing information that does not pertain to a specific account or set of accounts, rather it would be considered “global” in nature. Examples include: Sharing Support escalation contacts (the same for all customers) via a SFDC contacts report. Sharing announcements via SFDC campaign object. Would it be possible to somehow address this use case?
Formatting when sharing the customer c360Acknowledged
Hi Team Currently we are displaying the text in a single line format when a customer sharing the C360 page.Do we have any plans of implementing in future releases to retain the format what customer has typed while sharing the C360. Example screenshot I have type comments like below Hi All, This is the C360 page for workday account Best, Sandeep Support. But when we view it in email it is showing all the content in single line as shown below in screenshot.
Create CTAs in the Mobile AppAcknowledged
Hey guys, I'm posting this on behalf of a customer who mentioned that she thought it would be good if users could create CTAs from the mobile app. She says that her users are not in front of their computers all of the time but that she thinks that the usability of the app would be greatly improved if users had the ability to do more than just observe Gainsight through the mobile app. Thanks! -Tom
I would like to request the ability to add CRON expressions for same day recurring syncs within Journey Orchestrator program schedule settings. We are currently utilizing multiple programs and/or queries to accomplish this as a work around but it would be great if this were built it. Even if not CRON expressions, but to have a way to have a program sync on a schedule more than one time per day.
Exporting data out of GainsightAcknowledged
Hello Everyone, I would like to know if you are looking to export data from Gainsight into any BI application (like Power BI, Looker, etc.) or Data warehouse (like Snowflake, Azure Data lake, etc). Please leave your comments below. Your inputs will help us in creating a roadmap for this.
Email Template ExpirationAcknowledged
We have a number of email templates that we have created which are specific to events and notifications (like upcoming product details for a specific service pack). We would like to be able to set an expiration date where it removes the ability for a CSM to send. For example when we click the “make available to user” give a date or number of days available. Thanks,Cody
Success Plan Active Date-Based Due DatesAcknowledged
Hi folks, I would love to see some functionality supporting the assignment of objective category templates and associated playbook dates being related to the Success Plan active date, rather than the date that the template was assigned (which in our case is when the SP is created, and the status is still in Draft). Our use case for this particular idea is related to Onboarding Success Plans.Since the launch date of the customer (i.e. the SP Active Date) can be several days after the SP creation date (typically the day after the new opp close date), it is quite tedious to manually change the objective due dates, or to suggest to the onboarding team to assign the template themselves, especially since some of the objectives and associated playbooks begin to take place prior to the launch date.
Log to Gainsight button always selectedAcknowledged
Hi Team, Currently when ever we use Chrome plugin to log emails to Gainsight, We will be having a check box button “ Log to Gainsight “ where we need to check that to log emails to Gainsight. Is there a way to get it checked automatically (i.e by default the check box is checked) Use Case : Most of the time customers are forgetting to check the check box and sending the email. If it is checked by default then they can avoid missing the emails to log to Gainsight. Please let me know your thoughts
Set Display Name for Reports in DashboardAcknowledged
We have a number of different dashboards which ultimately have the same types of reports on them, but for different filters. I’d like to have the names of the reports which are shown on these dashboards as simple as possible, e.g. “Customer List”, “By Health”, “By Stage” but I cannot save multiple reports with the same name (to satisfy each dashboard view) so have to instead add extra information which is not needed in the dashboard view (as that’s implored via the dashboard name itself), and can often mean that the names for widgets are cut off due to the length. Ideally would be able to set a different display name for the report on the dashboard itself.
Idea: Ability to define JO Program "Types"Acknowledged
CTAs and Timeline Activities have Types, why not JO Programs? It would be helpful if we could assign Programs a “type” similar to CTAs and Activities so that we could categorize, group, compare Programs by type for reporting purposes. Ideally we would be able to add and define our own custom types like we can for CTAs and Timeline but I’m sure there are some common default Types as well. For context, this idea came up while working with our Customer Marketing team on some Program-related reports.
Accept that a Space is a characterAcknowledged
Currently, you’re not able to do something like Field_Name does not contain space (just the space character, not the word). You will get an error like ‘invalid input’ or “comparison value is not provided”. You should be able to use any operator and it should accept that a space character is as valid an input as a letter or number. This is true for filters, case fields, whatever. Please and thank you.
This request/idea has 2 parts:1) Give the ability for Admin Users to make adjustments around read-only/editability for Activities. For example, Admin User can adjust permissions so that ‘Activities become read-only after X hours’, or ‘select Activities are read-only’, etc. 2) Give Admin Users the ability to add standard fields such as created date, created by, Modified Date, Modified by, etc. to the Timeline Entry Layout.These solutions would give Admin Users better control across their organizations to prevent undesirable behavior and ensure workflows are triggered. Additionally, this would prevent issues of inaccurate Activity reporting, general Activity tracking over time, and give all users better visibility into Activities.Use Case:Expected:CSM is expected to create a new Activity for each relevant instance.Example case:In Timeline, CSM selects ‘Add Activity’:- Timeline Entry Activity Type - At Risk Alert- Risk Level - Orange, Red- Risk Reason - Availability/Stability- Category -
Can we have rule formula to support Minimum, Maximum and Mean value of various fields on a row of record?Acknowledged
We had a use case to understand what is the least metrics out of 10 different measures fields on a row of record and we couldn’t find a respective formula on rules under Number or Statistics ? Instead we developed alternative workaround like replacing every field value to multiples of 10s 100’s 1000’s and then summed up to say under which color category do they fall part (mapping the least to RED). If there was a Minimum or Maximum or Mean kind of formulas would have made it ease for these request.
How can you show 0 in a report on dates?Acknowledged
We have reports created to show the due date of specific CTA tasks grouped by week. However if there are no due dates for that particular week, the graphs skips the date. We want to be able to show 0 for these dates rather than have it skipped. Is it possible to require this on graph setup? I tried with both line and bar graphs, and both skip the 0 week
Ability for Admin to Login in as a User in NXTAcknowledged
Currently, we (admins) are able to log in as a different user via Salesforce in order to troubleshoot but this is not a feature in NXT. We are planning on moving some of our users who do not need Salesforce licenses to Cloud only access which will vastly limit the amount of troubleshooting I can do on my end when end users have issues. It’d be great if this feature was available for super admins in NXT.
Rename standard Timeline activity typesAcknowledged
The four standard activity types -- "Update", "Meeting", "Email", and "Call" are very limited in how they can be edited. We do not want to use the "Call" activity, because I actually have three different custom call types that I've created, and this one can't be renamed. Therefore, I've deactivated "Call". However, it still counts towards my limit of 10 Activity types. I would like to change "Meeting" to "In-Person Meeting". We meet in person with our customers rarely, so I'm concerned that CSMs will think that "Meeting" is actually a Activity type they could use for generic/miscellaneous calls. "Email" cannot even be deactivated. We do not want our CSMs to be tracking their emails in Timeline. If they have something substantial, they can log it as an "Update". However, this still counts towards my limit of 10 Activity types.
Ability to Clone CTAAcknowledged
It would be helpful to have the ability to clone CTAs. For example, on our team each CSM manually creates CTAs so that we have visibility into when customers are launching various modules and when we have blackout dates aligned with new product release. It would be great to be able to clone a CTA so that we are not manually inputting the same information with each CTA creation.
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