CS Product Ideas
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When you have rules that run multiple times a day, the rule Execution History (which appears to only keeps the last 50 executions) doesn't go back very far, which for rules that run hourly only show about 2 days worth of history. Please expand the Execution History so that you can view runs that span back farther. [url=https://community.gainsight.com/users/maksim_ovsyannikov]@maksim_ovsyannikov[/url] Gainisght really needs improved logging capabilities. The ability to trace actions backward - regardless of success/fail - when end users report downstream issues days to weeks later are [u]crucial[/u] to the admin role. [url=https://community.gainsight.com/conversations/rule-execution-logs-from-scheduled-runs-not-containing-action-details-5bc73e18e4b04588aaf869c5]Rule Execution Logs from Scheduled runs not containing Action Details[/url] [url=https://community.gainsight.com/conversations/rules-engine-extend-expiration-of-rule-task-processing-files-to-at-least-30-days-5bc73f31e4
Success Plan Objectives: Need ability to modify the sort on the list of objective categoriesAcknowledged
As I add new Objective Categories in, I'd love the ability to modify the sorting of the list. Currently the list sorts by timing of entry (oldest to newest). I'd prefer to sort alphabetically or to be able to drag and drop categories in the list and have the sort stay based on my actions.
Ability to edit a program name once activeAcknowledged
This may not seem like a big deal but as we grow and revise our publishing standards, it would be so helpful to be able to edit the name of a program that is active. Yes, we can create a clone with the new name but we then lose the history of the participants.
It seems like there is no way to swap a conditional wait for a wait timer without having to delete everything that comes after that part of the program. This is also true for an email or CTA. Knowing how the needs of customers and our interactions with them evolve, it would be a nice UX improvement to allow users to edit and adjust the flow of a program without having to recreate the entire journey. I'd like the ability to delete or swap a conditional wait for a wait timer and the ability to swap or add a new step into the program that isn't the last step.
Edit CTA type directly in CockpitAcknowledged
Thanks Lila. Can we consider enabling end users to change the types of CTAs that they created? Note: This conversation was created from a [url=https://community.gainsight.com/gainsight/topics/how-do-you-change-a-type-of-a-cta-after-it-is-created/replies/18330747]reply[/url] on: [url=https://community.gainsight.com/gainsight/topics/how-do-you-change-a-type-of-a-cta-after-it-is-created]how do you change a type of a CTA after it is created?[/url].
Date filters in Rules EngineAcknowledged
It would be nice to have a date filter with in the rules engine that will enable me to filter like the filters in the report builder. ie current year, last year and this year etc to compliment the ones that are already there. I am trying to set up a CTA but only for data emantaing from a Current Quarter
Improve Data Designer to Allow URL back to CTAsAcknowledged
It appears that data designer somehow strips away the URL feature to some fields like Call to Action Name, Success Plan Name if those objects are included in the data design. For example, I created a data design and brought in the Call to Action and User Object. Merged both objects with the fields I wanted, one of which was the Call to Action Name. I created a report and applied it to a dashboard. The report shows the Call to Action name, but it’s just a string text and the URL has been stripped. As an end user, I cannot click on the Call to Action name to take me to that CTA. I would now have to copy and paste the Call to Action name and search it via cockpit. WOOF :( It really kills adopting new reports designed via data designer bc the lack of functionality overshadows the innovative data gathering via data designer
Pretty much what the title says here. This is true both when looking at success plans from the 360 and from the “global” success plan area (not sure what it’s called) in the navigation pane on the left. Not all of the columns allow for sorting, the importance of which will vary depending on which view you’re looking at them. However, any column you should add (see also ) should give you the ability to sort by it. Here’s a short example - wherever you don’t see any shadow on mouse hover or the up/down carrots show next to the column header means you can’t sort.
Smartsheet vs Success PlansAcknowledged
The one thing that is preventing us from moving over to Success Plans completely vs Smartsheet is the ability to see quick view details at the task level. ESPECIALLY when the ability to collaborate with customers comes soon it will be a pain for customers as it is for CSMs to have to click into each task to get a view of what it is all about instead of giving me the ability to show some "quick view" details like the main CTA does (See photo below) [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/CTA-87e51b27-ad37-47d0-97ed-dad6f84588ba-1799557859.jpg[/img]
We've run into an issue where we are needing to schedule outreaches that run in an alternate Timezone so that we can prevent emails from being sent on a weekend in that timezone. As it stands now we can only A) Schedule an Outreach to run every night (eastern time) which would ensure an email could be sent during business hours but we run the risk of the email being sent on a weekend, and we don't want to set expectations in that regard. B) Schedule a separate outreach to run every night only for 5 days per week which becomes a management nightmare It would be helpful to have intelligence built into the outreach that could help us only target recurring emails to a particular region within their timezone, in a scalable fashion without a lot of administrative overhead.
Distinct Objective LayoutsAcknowledged
We are creating different types of Success Plans (Success Plans, Onboarding Plans, etc.) with unique objectives. We need the ability to change the Objective layouts based on the Plan Type. We need to have different fields and information for the different use cases and plans. Currently, if you update the layout for the Objective Type CTA, it changes the layout for all Success Plan Objectives. There are 2 possible solutions: 1. Allow other CTA Types to be associated with Success Plans 2. Make Objectives based on the Success Plan type (Objective - Accout Plan or Objective - Onboarding Plan)
Bulk Update CTA Ownership (by End User)Acknowledged
This is [i]similar to a couple of existing conversations, but more of a spin for end-user (non-Admin) management. We'd like the ability to bulk assign CTAs (or Objectives within a Success Plan) by a non-Admin user. In addition to Customer Success Managers, we have Technical Success Managers that manage projects (Onboarding, Events, etc.) through the use of both Success Plans (w/ Objectives) and CTAs. When a TSM is away on vacation, they must go in an assign all of their Success Plans to their cross-over, as well as manually assign each Objective/CTA. It is very tedious and time consuming for that individual. For our third-shift folks, we route all Onboarding Success Plans (auto-created via Rules) to a single, senior member, who then assigns out those Success Plans and Objectives. Again, this falls victim to the tedious task of having to assign this on a one-by-one basis. I do realize that their is a Mass Update option available to Administrators, as
Uncheck Send Separate EmailsAcknowledged
Current functionality does not allow you to uncheck the 'Send Separate Email to Recipients' if a token is being used. We would like to see this only come default on if a Contact Name is used, or if a survey is being used. Currently we are only tokenizing the Account Name in the Subject of the email, but nothing else. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180426-77240-1ybbekn-Snip20180426_53_inline.png[/img]
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
Auto Assign Contacts to CTAs & ObjectivesAcknowledged
Our CTAs require we manually add a contact to each CTA and/or Objective or Task. Most of the time the contact will not change from one task to another. It would be ideal to provide an option for a contact to be auto-assigned to any CTAs, Tasks and Objectives.
Email Assist Using MDAAcknowledged
We have a rule that runs from data in an MDA and creates a CTA when executed. We would like to create an email template for Email Assist, but some of the key data points are in the MDA table and the template seems to only map to SFDC native elements. Is there any plan to expand that capability? Thanks, Elizabeth
allow bulk updates to Gainsight timelineAcknowledged
we have a few use cases where having the ability to write to Gainsight timeline in bulk would be highly useful Examples: If a CSM leaves PatientPop without notice, we would like to bulk upload an account transition note into timeline for all of their accounts at once rather than one by one. If a CSM gives their notice, we'd like to bulk upload their account transition notes into timeline using a spreadsheet rather then have them tediously click through each account individually. When we receive a survey response from a customer to our various CSAT, NPS and product surveys, we'd like to automatically record the score/verbatim feedback into timeline.
The C360 Survey reporting currently shows recipients who responded, but it would be really helpful to also display those that have been a survey that have not responded. This would be helpful for CSMs to see who they may need to remind, or if there is a contact we may need to reconsider sending NPS surveys too.
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.
Had this come over a few times in support. Basically the idea is to have a single user with multiple acceptable domains. Sometimes the logged in user has an email that isn't actually the address they send through all the time. This request is to be able to associate multiple email addresses to one user in order to have multiple acceptable domains. While they can add the user with another address it is not a good experience to have to manage both bcc addresses. In another case I have seen, a customer email address was actually forwarding through another email address due to a company domain name change. Thus when they view their ETT inbound email address it is showing the incorrect bcc address. I'll also add that the workaround of adding a separate user is not really feasible as they won't have access to the drafts if they are logging in through another user.
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