CS Product Ideas

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290 Posts

katie_b
Champion
katie_bChampion
shared in CS Product Ideas

Scorecard Measure history included if new scorecard applied that contains the same metricPlanned

We are heavy scorecard users and have 3 different scorecards we use on the relationship level. 80% of these scorecard metrics are the same on all 3 scorecards, the other 20% may vary based on the relationship it is applied to. Occasionally, we need to adjust our scorecard filters so a different scorecard is applied to certain relationships. When we do this, it clears the history of ALL metrics, even those that were included in the prior scorecard. We would like to see the history tied to the metric itself, not necessarily the scorecard the metric is on. This impacts our manual metrics even more because it clears out any manually set scores when the new scorecard is applied, so we lose that information altogether and the CSM has to manually add it again.

7
shantan_reddy
Gainsight Employee: Rookie
10 months ago
iteku
Gainsight Employee: Shoshin
itekuGainsight Employee: Shoshin
shared in CS Product Ideas

Search for Fields under Playbook Token Mapping to be same as Reporting search fieldsPlanned

Hello Team,We’ve got a request from customer, if we can have same way of searching for Lookup fields in the reporting, even in the Token Mapping section in Playbook as well, as it would be a easy way of searching the fields.https://share.getcloudapp.com/jkuPpo0m   

1
sai_ram
ACE
10 months ago
S
Gainsight Employee: Shoshin
shivaniGainsight Employee: Shoshin
shared in CS Product Ideas

Bringing in session data from PX to CSPlanned

Workaround:PX to AWS S3 integration S3  files as source to AEWith the increased usecases on session level data being available from PX to CS. Is there anything in the roadmap planned to have the session data directly from Adoption explorer in CS ? 

3
skalle
Gainsight Employee: Rookie
10 months ago
thomascardamone
Gainsight Rookie
thomascardamoneGainsight Rookie
shared in CS Product Ideas

Gainsight Assist - Timeline Entries add Activity TypePlanned

Hello,I would like to suggest that Gainsight add the option to select the “Activity Type” in the Gainsight Assist app for GSuite. We base a lot of our ‘engagement’ and ‘CTAs’ with companies based on timeline activities. Our reps run into the issue of ‘logging to timeline’ with the Gainsight Assist app and it’s just logged as ‘email.’ Adding the selection to choose an activity type would make these logged timeline entries more valuable not only for our company but for others I would assume. Custom Activity Types Would be great if there was a drop down menu to select the proper activity that is located in the Gainsight application. Seems like this could be a quick win. Then when you create reports based on timeline activity types you will get a much more accurate representation of your teams outreach engagements other than just getting the highest percentage of timeline activities logged as ‘emails.’Image of Gainsight Assist in GSuite. Purposed addition of a dropdown menu selection to se

5
thomascardamone
Gainsight Rookie
10 months ago
john_apple
MVP
john_appleMVP
shared in CS Product Ideas

Email Template Standard letterheadPlanned

Email templates are best utilized when they maintain standards - color, font, etc.There are often marketing/communication standards that we’d like to comply with which is possible by loading an html version into the code of a template.What would be helpful would be to be able to setup a pre-defined letterhead template and apply it to an email template at the time of creation. This would be help in case a company logo changes or color palette changes -- we would only have to update the letterhead standard rather than update each template that happens to use these standards.

2
C
Gainsight Rookie
10 months ago
kelly
All Star
kellyAll Star
shared in CS Product Ideas

Opt-out specific Contacts/Persons from specific email programsPlanned

With the 6.14 release, CSMs can now opt-out specific contacts from email communications, but I think there is a more granular need to opt contacts out from a specific program.If there’s a multi-touch program that a customer responds to and indicates they aren’t interested in the content, the CSM should have a way to opt them out from that program only, not from all communications. 

9
C
Gainsight Rookie
10 months ago
M
Gainsight Rookie
mglaroccaGainsight Rookie
shared in CS Product Ideas

Ability to change "from" address and other fields per email variantPlanned

The ability to change the “from” address and reply to etc (fields form this screenshot) per email variant would be greatly beneficial.  We often send emails where the send name and email is the CSM… but here is always a handful that need a variant, maybe an account is in transition , or they are currently assigned no CSM.. - I need to be able to set variants with generic tech-touch email address OR utilize a manager’s email.  Note: I know there is a workaround with calculated fields but the time required for this is too much. (and multiplies if you have more than 1 source query)

5
C
Gainsight Rookie
10 months ago
S
Veteran Rookie
sandeepchidiriVeteran Rookie
shared in CS Product Ideas

different from email address in email assist taskPlanned

Hi Team, Currently when we send emails using the email assist task . The from email address will be showing as the logged in user. If we setup different domains then we will get an opportunity to choose from which domain we want to send emails. We don’t have an option to change the complete “from” email address and replace it with a generic email address.  In future do we have an plans of providing this option to customers so that they can use any other email in “FROM” email address.

4
C
Gainsight Rookie
10 months ago
S
Gainsight Employee: Shoshin
shivaniGainsight Employee: Shoshin
shared in CS Product Ideas

Includes option is not available in the rule action criteriaPlanned

Usecase: I have to filter out certain category of Contact types in the rule action criteria. But it is not letting me choose the option “includes” and I have to put multiple contains filter to replace the includes option. Idea: To have the includes option for text fields in the rule action criteria to cover multiple “contains” values. 

2
rakesh
Gainsight Employee: ACE
10 months ago
hardik_mota
Gainsight Employee: Champion
hardik_motaGainsight Employee: Champion
shared in CS Product Ideas

Associate multiple contacts in the email assist taskPlanned

Hi Team, Is there any possibility to associate multiple contacts to the email assist task, automatically ? Customer wanted to see if there's a way to list out the names or emails of the contacts in the "comments" section. Customer was able to get one contact in the comments section via rule, but that that didn't help given they have 6. Currently, we can associate one contact to have it auto populate as seen in this doc but the customer is looking for a way to populate as when they get to the tasks they don't know who to send to. Reason : Reps who are working on a renewal, they dont know all of the contacts by name. So, they have to go into salesforce to look up the contacts to add to the email assist (which takes just as long as drafting an email). I understand that it can only default to one contact, but I'd like to be able to better showcase the list of clients that are available for that particular account. Is there a workaround for that ?

5
C
Gainsight Rookie
11 months ago
bradleymcg
Golden Ruler
bradleymcgGolden Ruler
shared in CS Product Ideas

Idea: Mass Edit User Notification SettingsPlanned

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.

5
C
Gainsight Rookie
11 months ago
christopher_sanderson
Champion
christopher_sandersonChampion
shared in CS Product Ideas

Custom Headers/Footers for Email TemplatesPlanned

Would love the option to have a repository of custom headers and footers that could then be added to email templates. These could be legalese/privacy policy type things, or a set of hyperlinks to other resources, etc. Rather than having to recreate each time, or copy paste from previous templates, just being able to drag and drop within the editor would save time. Especially if there needs to be an update to the language, where it makes more sense to do it once for the many, rather than many for the one.

3
C
Gainsight Rookie
11 months ago
S
Gainsight Employee: Shoshin
Syam SunderGainsight Employee: Shoshin
shared in CS Product Ideas

Opt-In for EmailsPlanned

Hi Team,Currently we have an options to opt out of e-mail categories but not to opt in. Customer wants to let their users opt-in to get e-mail as per GDPR and They want to let their users to opt in for any communications.  Thank you.

8
C
Gainsight Rookie
11 months ago
A
Golden Ruler
andreammeldeGolden Ruler
shared in CS Product Ideas

JO: Add new participant at specific stepPlanned

When sending NPS survey programs, we sometime get requests from customers to have a survey send to someone else. It would be great if adding new participants to be able to specify which step they should start at. In this example, we would not want the new participant to get a heads up email and instead just get the survey email.

2
C
Gainsight Rookie
11 months ago
jagadeesh_kumar_paidimarri
Veteran Rookie
jagadeesh_kumar_paidimarriVeteran Rookie
shared in CS Product Ideas

Give the ability to admins to configure segments filters at Global level in Adoption ExplorerPlanned

Hi Team, Posting this request on behalf our customer.Currently segment filters created at user level are hidden for other users making them to re-add the filters to see the data. It would be helpful if we could make the filters as sticky say for an instance like Global filters in Dashboard in gainsight. This gives admins more free hand to configure the AE for end user. Regards,Jagadeesh

2
skalle
Gainsight Employee: Rookie
11 months ago
meenal_shukla
Gainsight Employee: MVP
meenal_shuklaGainsight Employee: MVP
shared in CS Product Ideas

Cockpit Calendar integrationPlanned

Feedback from Cloudbees regarding the Cockpit- Calendar integration for NXT customers:The meeting does not seamlessly connect with Timeline. Can we have a option in which someone logs notes from the calendar invite and it populates Timeline with the external attendees present in the meeting? There is no way to create a DL-list of people that I can send email from Timeline. There is no way to provide branding in Timeline email option (In Confluence, you can add branding). 

5
C
Gainsight Rookie
11 months ago
caffeinatedadmin
Gainsight Rookie
caffeinatedadminGainsight Rookie
shared in CS Product Ideas

Make Email Validator available to CSMs and/or add this functionality to other functional areas of GSPlanned

I would like to request the Email Validator tool specifically be built into Customer Success focus areas of Gainsight as this is a contact management task that could easily be resolved by the account owners without the need for an additional ticket to Gainsight Admins to go in to administration > Email Configuration > Email Validator.We are utilizing Journey Orchestrator heavily for the automation for many core components of our customer communication and we do find we are frequently encountering issues with customers being on the bounce list and not receiving these communications in the timeframe we’ve determined is appropriate for that particular communication.  This could allow for a workflow like utilizing a CTA when an email bounces to alert the account owner for quicker resolution time.   

4
C
Gainsight Rookie
11 months ago
kelly
All Star
kellyAll Star
shared in CS Product Ideas

Integrate Email Rendering Tools with Journey OrchestratorPlanned

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.

5
C
Gainsight Rookie
11 months ago
S
Gainsight Employee: Rookie
SrikanthGainsight Employee: Rookie
shared in CS Product Ideas

Can we provide proper hyperlink for Company/Account name for failed participants in JOPlanned

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

6
C
Gainsight Rookie
11 months ago
J
Gainsight Rookie
j.peabodyGainsight Rookie
shared in CS Product Ideas

Have the ability to make person fields requiredPlanned

When a CSM creates a new person account they usually add in the minimum fields that help them. It would be great to have first and last name fields required to maintain the quality of our person records.

11
pgeorge
Gainsight Employee: Rookie
11 months ago
lane_h
Gainsight Employee: MVP
lane_hGainsight Employee: MVP
shared in CS Product Ideas

Rule Chains in Rules EnginePlanned

When creating rules, it would be great to be able to put them in a Rule Chain from the rule itself instead of having to go back to the repository and create a rule chain. Also, I'd like to be able to see from the Rules Engine that a rule is a part of a rule chain. Below is a screenshot of a rule in the Rules Engine Repository that is a part of a rule chain, but there is nothing indicating it is a part of a Rule chain: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160422-22112-obwvc1-Rules_Manager___Salesforce_-_Enterprise_Edition_inline.png[/img]

13
gunjanm
Golden Ruler
11 months ago
S
Shoshin
sai33335Shoshin
shared in CS Product Ideas

Add Internal and External recipient fields to the Sally post to timeline option.Planned

Hi Guys, Can we add internal and external recipients fields in Sally for post to timeline option. Please refer to this screenshot.

4
ben
Champion
11 months ago
ana_g
MVP
ana_gMVP
shared in CS Product Ideas

Ability to auto-add all fields from previous steps in JO queries and rules enginePlanned

I would love the ability to auto add all fields from the 1st step prior to a transformation instead of having to drag each field individually. This would save time on more complex rules and queries as well if you could just auto-add all fields from previous steps. I see this being a single button of sorts above the field selection area.

5
bradleymcg
Golden Ruler
11 months ago
bradleymcg
Golden Ruler
bradleymcgGolden Ruler
shared in CS Product Ideas

Show Date of Next Communication in Snapshot View - Journey OrchestratorPlanned

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. 

2
C
Gainsight Rookie
11 months ago
lauren_marsh
Gainsight Rookie
lauren_marshGainsight Rookie
shared in CS Product Ideas

Is it possible to add copilot email sends to the 360 page?Planned

I would like to see on the C360 page what emails have been sent to various contacts at an account.  How can we do this so on the 360 page we can know if an account has received a particular email or not.  

9
C
Gainsight Rookie
11 months ago

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