CS Product Ideas
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Rules Engine: Filter were Date where Modify/Create is since "last rule run"Workaround Available
I want to run a rule that updates Opt Out from SFDC, and a secondary rule that updates SFDC on out opts from GS. I only want to pull where the modify date is since the last run date of the rule so that we do not accidentally overwrite. We want to run the rule every two hours as SFDC has real time updates.It would be great to have this as an option in the date filter options for a calculation
Classify internal attendees for timelines logged through chrome/outlook pluginWorkaround Available
Hi Team, I am creating this on behalf of one of our customers.For BCC to timeline feature, when we add users present in MDA user object or the users of same domain, those users are automatically classified as internal attendees when timelines were created in Gainsight.It would be great if you could implement the same functionality for emails logged using chrome/outlook plugins as well. Regards,Jagadeesh
Is it possible to import historical surveys from another product into Gainsight?Workaround Available
Working with a customer who had used a different survey tool historically and is asking if they can pull this survey data from the past into Gainsight in some fashion so that it's available for use within Gainsight. Is this possible?
Standard CSAT Survey questionWorkaround Available
I think it would be cool to do a standard CSAT survey question, similar to our NPS question. This format could have a range that is set in Gainsight Administration, but once chosen maybe its semi-permanent, with a warning that changing it breaks historical data. The key to this is having an object that owns that data once submitted, tying it directly back to the Survey Participant and Account records, very similar to how our NPS responses are set up. Advantages? Customers who create CSAT type surveys can now quickly and easily build reporting that takes advantage of the quick relationship between Survey Participant and Account. There is a lot of quick, meaningful reports that I can build off the NPS Response object. However, to build a CSAT report, I have to either 1) build a data space or 2) dump the data into an MDA table. Either way, its not clean because of how we store the answers in Gainsight. Even expanding on survey reporting or dashboards doe
Ability to change/ add the email template in an active programWorkaround Available
I understand that once a Program is launched you cannot change Participants, steps in the Program, such factors. However, you SHOULD be able to change the Email Templates that are being used in any future outreach in an Active Program at any time prior to the send date/time.
Allowing Rich Text Fields in the Filters in Rules Engine, JO Query BuilderWorkaround Available
I do not know wny are we not allowing Rich Text fields in Filter conditions in Rules Engine, JO Query Builder, Data Designer features. I think this is required to achieve the below sample use-cases:Use-case 1:We are sending a NPS Survey to Customers. If we receive any comments, we would like to create CTA. If not, we would like to automate “Thank you” email using JO. Use-case 2:We are trying to push the Scorecard Comments from Scorecard to another place in salesforce. We would like to retain most recent comments. If anyone removed comments, we should not push NULL to Salesforce. In these cases, it will be helpful. alternatively we can build an extra MDA Object(As we are als onot allowing to create new fields in NPS Survey Responses Object) but it requires another extra rule to push the data from original object. This will become a complex process for these simple use-cases.
Ability to display child account activities in Parent account TimelineWorkaround Available
Our number of parent-child account relationships is growing at a fast pace and with that comes the desire to see both a health score and timeline activities at the parent-level. While we’ve created workarounds in Rules Engine to roll up health score measures at parent level, there is not yet a way to display child activities at the parent. It would be really cool if there was an expandable section where you can see Timeline activities grouped by account name or labeled with account name, rolled up at the parent view.
Reports - Trending report Monthly/Quarterly/YearlyWorkaround Available
We have trending data in our MDA object, we need trending report by Monthly. When we create it by Daily it is coming correctly but when we change it to Monthly it is aggregating and showing sum of that value per Month. But we need only plotting change by Monthly. We reached out to support (https://gainsight.zendesk.com/hc/requests/90990) currently the feature is not available so creating this enhancement request.
To Show Relationship Id in success snapshot Test runWorkaround Available
Hi Team, In the new feature Snapshot Test Run, we can search through either Account Names or relationship names but we have observed few customers have Same Relationship name being used for all the accounts so when they search with name they are not sure which relationship is being selected. So can we either provide an option to search with either SFDC relationship ID or Relationship ID or another option to add Account Name to Relationship search where we can select the Company name and later the relationship. Thanks,Prathap
Date difference should also have an option to exclude weekendsWorkaround Available
I have often come across Customer Use cases where in they want to calculate fields like ‘Ticket Age’ or want to see only business days in date difference calculations. Is there any plan to have this functionality in near future?
Add ability to click-to-filter for series in graphWorkaround Available
Adoption Explorer has nicer looking reports, however, I’m facing an issue when displaying multiple series on a line chart: The issue is when you have series with vastly different scales. It is difficult to understand the relative value of sort series as is. There is a nice detail pop up when you hover over a data point, but this is still a little difficult to use: In the standard Gainsight reports, you can click to filter which solves this issue: Click on the specific series to quickly filterFiltered versionThis feature that exists in standard reporting has been one of the most useful when embedding reports in C360. Hopefully, this is something that you can add to a future release :)
Would like to have the ability to send a email from a Program to a list of usersWorkaround Available
When sending emails through programs on Journey Orchestrator the recipient email must be a single user. I would like to have the chance to send it to multiple users, instead to have only a single recipient allow the recipient to be a list of users. And also allow to had recipients manually.In my case i have to send the same notification email to 5 different users and i believe that i will need to create five different programs for this. Thanks, Leonel M.
Data Designer - Formula field data typeWorkaround Available
Talking with a few customers we have found the need to add a type of Percentage to a Formula field in Data Designer. When trying to build out there are a number of times when they would like to use this internally but are limited to number, boolean, or string.
Remove the limit of the record count to enable inline search in text area of Customer Tabs in C360Workaround Available
Issue : The Customer's tab "XXXXXXXX" contains more than 500 records. That is the reason the search option for the text area is disabled. Workaround : If you add advanced filter and the record count comes below 500 you will have the inline search option for those text area. For more information please follow the below document. https://support.gainsight.com/Reports_and_Dashboards/User_Guides/Customers_Tab%3A_Your_Book_of_Busines Customer's request : Rather than using Advanced filter, remove the limit of record count in Custom Tabs so that the inline search in text area is enabled. Note: Pic attached. [img]https://prod-content-care-community-cdn.sprinklr.com/372173d6-55db-4101-9670-73f2f9b8e7a5/C360 page-0a4d18d9-76c4-41e9-bf01-11fb171f558f-429355360.png[/img]
Hide playbooks in NXTWorkaround Available
Hi Team, One of the customer is looking to hide playbooks in NXT tenant? Use case here : Playbooks were built as part of the original implementation; they are very generic and function more as guidelines. User would like to keep the guidelines as reference as user builds his own specific playbooks for actual CSM use. Best, Hardik
Automated migration of Rules from Production to SandboxWorkaround Available
As Admin - I always look how to replicate data/configuration to Sandbox and I have not seen any automated process to replicate rules/configuration to sandbox or sandbox to production. Idea is to have automated process to perform rules/migration to/from environments.
Rule Execution Logs from Scheduled runs not containing Action DetailsWorkaround Available
When a rule chain scheduled rule runs, the execution log does not contain the Action results the way a manual run does. Scheduled: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180615-52487-zhm4v7-Screen_Shot_2018-06-15_at_8-46-42_AM_inline.png[/img] Manual: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180615-15435-1ll6uf2-Screen_Shot_2018-06-15_at_8-47-00_AM_inline.png[/img] Worse still, the email that comes through doesn't even tell me the number of records from the Action the way a manual rule does: Scheduled: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180615-59311-lettw6-Screen_Shot_2018-06-15_at_8-49-41_AM_inline.png[/img] Manual: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180615-33746-1ajcvaf-Screen_Shot_2018-06-15_at_8-50-06_AM_inline.png[/img] This increases the level of effort required to monitor/troubleshoot.
Manager level verification when CTA fields are edittedWorkaround Available
I have a use case where I want the ability for Managers to act as a gatekeeper when making modifications for Direct Report’s CTAs. Mainly with due dates, where whenever a due date is modified that it notifies and allows the manager to approve or deny the change. This came up when discussing different performance metrics for our CSMs, and right now it is just a trust factor that CSMs do not edit due dates to inflate KPIs. This would also improve manager visibility into actions and difficulties that their direct reports may be experiencing.
Maintain User ID fields as ID Fields in Data DesignerWorkaround Available
When fetching User ID fields from Customer Info in Data Designer it changes the fields to String type fields. This means that you can’t use an ID filed in a global filter on a dashboard containing reports built off of a DD object.
Handling auto-responders(out of office) in JO when a survey sentWorkaround Available
Hello everyone, I have a customer who is looking to handle auto responders in an outreach/JO Program and flurry of OOO messages spams sender's inbox after a survey being sent. Is there a way to do it today? If not, It would be great to see, perhaps JO program can pause the participant from the journey when an auto response is detected.
Make URL-type field hyperlinked in Unified Scorecard Fact ReportWorkaround Available
Hi, I brought in a URL field from an outside data source and added it to Company, and the URLs are hyperlinked/clickable in both the original MDA and through the Company object. However, when I add the URL field to Unified Scorecard Fact reports, the URL is no longer clickable. Can this be improved upon by the product team? I’d love to not have to have different reports just because one field doesn’t function as intended.
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