CS Product Ideas
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There was a recent update to allow admins to configure custom views for cockpit for End Users. When will this awesome feature be available for timeline? Would be great to set these up ahead of time to reduce burden for CSMs who wont know how data is organized in Gainsight to select fields, Thanks!
One of the customer(Blue Prism) has reached out requesting to make the GSID as a possible search criteria in the Global search when searching for companies. Currently we will not be able to search with GSID. Could you please check on this request and let us know if it is possible.
This is specifically regarding the new group weights that were introduced in the 6.15 release documented here: https://support.gainsight.com/Gainsight_NXT/05Scorecards/02Admin_Guides/Group_Weights_and_Exceptions In an ‘old system’ example, the weight label in the top right of each measure would dynamically change as one or more measure becomes N/A. This allows you to see what weight is actually being calculated in the score. In the ‘new system’, redistribution only happens at the measure group level if an individual measure becomes N/A, not at the overall score level like before.HOWEVER, unlike the ‘old system’, the labels in the top right of each impacted measure do NOT change to reflect their current weight. As an admin trying to validate the difference and impact between going from one system to the other, this was very confusing. While the lack of label change is passively communicated via the example, this reasoning isn’t explained and it isn’t clear that it is even intentional.I
I would like to use the same custom fields that my business has defined in ZenDesk when we link into Gainsight. I read in the FAQ that this is not currently supported, but I was wondering if there were any plans to build out a functionality for this? The ZenDesk <=> Gainsight link is great, but I need that extra level of detail to create something that'll be useful enough to encourage adoption from the organization. Thanks!
Sharing Timeline entry to oneselfNo Status
It would be more convenient to share the timeline entries to myself but the email address does not auto populates since its already been saved as bcc. I would have to go and type it manually. It works when I unmark Add Reply-To in BCC, then I can add my manual address in, and the lookup works. It would be great if it could have been automated.
Similar to another Idea I posted but not quite the same - Currently, when a Rule Chain is in queue, we cannot see that it is so until one of the Rules in it begins to process in the queue. This makes it very difficult for understanding expected processing times and delays when trying to optimize the overall schedule.Furthermore, we cannot abort the Rule Chain until one of the rules begins to run - which we don’t have visibility on, so we are essentially left monitoring the Rule Timeline until it appears. Beyond that, since the Rule Activity Timeline does not auto-refresh, we cannot just leave the page open on a monitor; we have to be constantly watching and refreshing it. When the Great Rules Engine Outage of May 2022 happened a few weeks ago, neither we nor GS Support realized our delay went on for several days because Rule Chains were stuck in an invisible queue!
Give the Admin the ability to change the column order and field names in Call to Action "Custom Views" for Cockpit.No Status
Currently, the Administrator can edit views with the exception of My CTAs and My Tasks. These we can’t even add additional columns to the view. In the other views we have, we can add columns, but we cannot change the order of the columns, or rename the columns that we add. We could delete the columns that the system will allow us to, and re-add them in the order we want, but then we can’t change the name. As an example, we often have to add a field for a column that is just called “Name”. Not very descriptive, as it could be the Type Name, the Reason Name, the CSM Name, the TAM Name, Company Name, etc etc. Please give the admin the ability to configure these fields to make the end-user experience consistent and more user-friendly.
Rich Text Format for Rules Engine for ScorecardsUnder Consideration
We would like the comments section in the Timeline entry for Scorecards which is periodically pushed through the Rules engines to show text that can be easily read. Right now it pushes run-on sentences that makes for a poor user experience. This may be a bug vs. Idea.
Hi there - I’d like to see better parity between Data Designer’s report builder and the normal report builder. I believe this post is an evolution to this one FYI A few things I’ve noticed are lacking in Data Designer’s reporting tool that are available in the regular report builder include: Ability to drill down. I’m surprised this doesn’t exist already, but I can’t drill down into bar charts, pie charts, etc. The functionality to drag fields into filters does not exist like it does in report builder. The settings aren’t nearly as robust (can’t re-order things, or re-name axes, etc.)I know I can just configure the data design and report on it, but sometimes I’d like to keep things confined to data designer, and these limitations are keeping me from doing that in certain circumstances. Thanks for considering.
Success snapshot quick downloadNo Status
Hi Team,Is there an ask for downloading success snapshot right to the success plans records that appear underneath “my success plans” or “all success plans” views. Currently we download success plan snapshot by export function that sends email to the person who submitted. Wanted to simplify the download function by introducing direct download (not as email) from the actual success plans.Open for other inputs and thoughts.Thanks!
Attachments Section on 360No Status
Would love the option to add an attachment section to the C360 so we can store key documents such as in-play contracts - we currently upload these to the timeline but they very quickly get obscured by the rest of the entries and it’s a very common need to recheck contracts for anything nuanced and not easily expressed in attribute sections.
We have CSMs attach QBR decks and some other files to the timelines within CTAs.However, we have no way to report this on the surface! It is like the files are sitting in some closed repository that we do not have access and cannot report on. We are looking for a capability to report on the files attached to Timelines, CTAs and show it in the C360. This reporting enables our exec staff to see the files without have to do fetch them from CTA searches and Timeline searches. @samantha_braastad mentioned a very similar problem we have today. Our CSMs are having to upload the same file multiple locations and is not a good process for us and cannot report on it either.
Set custom close status when closing CTAs by CTA ID in Rules EngineUnder Consideration
Hi all, As it stands today, when closing CTAs by CTA ID, the status of the CTA is closed under the default Close Status as it is configured within Admin > Calls To Action > Status. As an enhancement request, could users be able to select a CTA Status of their preference, even when closing CTAs by CTA ID within the Rules Engine? Are there any technical limitations that would prevent this? Thanks! Josh
Hi Team,Currently when we export a success snapshot with a google slide, we get the below email saying “Here is your success snapshot for xyz company” , but there is no actual attachment added to the email. The google slide exported is shared to out google drive and needs to be accessed from there. For, PDF files exported as snapshot we have the option “Download here” in the email that lets us download the success snapshot for the email itself It would be nice to improve the email message when exporting google slides that they will be found drive of the associated account or include the drive link in the email as the current message seems a little confusing for the customers
Template updates for 'Email Assist'Under Consideration
When using 'Email Assist', if I edit the email template, and then add a new CTA using the Playbook that includes that email template, then the changes I made to the template are not represented. I need to go to the Playbook, delete the Email Task, add a new Email Task using the same email template (which has now been edited), and then set all of the Tokens yet again. In addition, I would need to find all the currently existing CTAs and replace their Playbooks so that they pick up the new template. My preferred use case would be that, as soon as I edit the template, it would be used immediately for any Email Tasks that are previewed/drafted after that point. Not sure if this is a bug or a feature request, but filing it under 'Problem'!
Can we replicate the functionality google and other commenting sites have trained users on? You have received this email because you are subscribed to all discussions on ROI SP Tracking Aug 2019. Change what Google Docs sends you. [u][b]You can reply to this email to reply to the discussion.[/b][/u] [b][/b] (empahsis mine) Gainsight already knows the context and which timeline entry to post to. Is this on the roadmap? ETA?
Enhance the Chrome extension to allow users to codify reason for email (and use any email config set in GS)Response from Customer
Our CS function looks to measure reactive servicing (inbounds from customers to CSMs), so that we can leverage any insights on where optimisations can be made by product, support, content etc to reduce PTC / deflect better.Most 1:1 emails are in Gmail, and most are then logged to timeline via chrome assist. Currently, when a CSM receives an inbound email from a customer, and they reply via Gmail, there is no way to tag or codify the reason for that inbound email in gmail itself (i.e. when they are writing/sending the actual email), and therefore it’s very difficult to report / measure where CSMs are spending time, if there are any spikes in reasons for customer contact etc. Can consideration be given have mirrored email activity options in the Chrome extension? **I don’t wish to ask CSMs to have to go to GS and manually update there / double handle - employee experience is high up my priority list.
In email template configuration, there should be an OOTB way to configure the preheader (AKA “Johnson box”) section of an email. Gainsight strips this ability if you add it yourself via HTML, so we have no way to configure a preheader.
As our organization increases adoption of the tool and we have multiple operations team members working inside of Gainsight, there needs to be a mechanism for tracking changes that were made and by whom - both at the administration level and the user level. As of now any changes have to be tracked manually - if at all. A nice addition to this would be the ability to receive a daily or weekly digest of all administrative changes that occurred.
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