CS Product Ideas
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We have a lot of relationships and currently if I have a contact across multiple relationships I have to add them to the respective relations one at a time. I would like to be able to when adding a new contact choose multiple relationships at the same time. This would be a huge time saver when getting a new account with 10-15 contacts that need to be added to 5+ relationships.
Hi Team,In the JO program, when participants get failed during participant sync from source, then custom field values does not get populated. In the above scenario the participants moved to failed participants during sync and hence the custom field values will not get populated. Customer requested to populate the custom field values for the failed participants also. Thank you.
In Report Builder, you have the ability to create a formula field to return Month name. However, you are unable to sort that field chronologically now and are stuck with months in alphabetical order which is undesirable.Months sorted alphabetically Desired order for months listed above would be:January March April June A proposed workaround is to have an additional column with the date field to sort on. However, this does not work if you have row grouping enabled for your Month name field, as sorting function sorts count of dates and does not sort the underlying dates.
We recently found a big gap (at least big for us) with Email Logs 2.0. We are heavy users of relationships and have quite a few relationship level programs. For these programs, to pull any company level info into a report you first have to look up through the relationship to the company object and select the field you need. This is fine if you are only pulling a report of relationship programs. However, we have a need to pull a combination of relationship and company programs into the same report. To do this today, we’d need to have 2 separate fields for each company level field we want to surface….one that looks up through the relationship, and one that looks up directly via the company id. This is a mess for reporting and super confusing for end users that don’t ‘see’ the back end or understand how this data works. They just want to be able to filter by company to show all emails that have been sent to an account.The ask...please auto populate the Company Id field for both Company an
I’d like the ability to create 2 different visualizations on a dashboard for the same report. For example, if I have a report of all Risk CTAs I want to see a table on a dashboard indicating detailed information like next action due, reporting category, days due, etc. but I also want to display a widget showing the number of total risk CTAs open. I’ve been doing this by cloning reports and adjusting, but this means that I am just creating more and more reports with essentially the same data.
Hello all, I’ve had a customer place a ticket for a feature request. The customer would like the ability to add a task description when adding a task in a timeline entry, as opposed to creating the task and then filling out the description on the CTA. This would enhance workflow by reducing the number of steps needed to a task completely filled out. I’ve attached the two places where tasks are for clarity.
To provide visibility via email to the Account Owner (they are not the contact being used to send the email).In my organization, we have a customer outreach motion to email many customers offering a CS session led by a non-assigned Technical Account Manager. The Account Executive is the Account Owner in this case and it would be nice to have the Account Executive CC’ed automatically on these reach outs. The Account Owner is not always the same across all of these accounts that will be sent an email by Journey Orchestrator, so we are unable to hard code a static email address in the CC field.
CTA : Associated Persons updateNo Status
[Customer Request]:When customer fill in the name of the associated person to automatically have the email address of this contact auto-filled in the recipient data field, when they want to send an email thought the CTA.Kindly check this product feature request.
Gong.io Call Transcripts IntegrationNo Status
I’d like to suggest a further enhancement to the new Going.io integration to allow for call transcripts to be imported and fed into the CX Center algorithm. Doing so would allow for a very broad search of sentiment keywords within CX against call transcripts from various customer-facing teams.My guess is that there might be some privacy concerns to contend with as part of this integration so that would need to be dealt with.
When adjusting the date on Timeline Activities, users are presented with a calendar pop-up through which they can select a day. The same sort of behavior is present when setting or adjusting Due Dates for Tasks / CTA’s, with one minor difference: the CTA and Task calendar has a quicklink for “Today” at the bottom. I understand that in most cases the default date for an Activity is already “today”, but a user recently pointed out that adjusting the date is sometimes necessary when revisiting drafts. In any event, it would be a cleaner experience for these calendar selection pop-up’s to match. See examples below… CTA Due Date Adjustment Activity Timeline Date Adjustment Could we match the look of the Activity Date selection calendar to the existing CTA / Task Due Date selection calendar - including the “Today” quicklink at the bottom?
Hi teamWith the Dynamics connector, when mapping a field using a derived mapping, I can choose “Reject Record” for the “When No Matches Are Found” option.When the connector job runs and only sees records that are rejected for this reason, the status of the job is marked as “Failed”This behaviour isn’t consistent with a failure — it’s correctly and successfully rejecting the records based on our predefined criteria.It would be great if situations like this could show a different status, or be included under “Success”.This would help us with configuring notification emails and identifying true failures of the connector job.ThanksJon
What the title says.If one wants to move a field in the SHOW section, he must remove all of the fields that he wants placed behind it and re-add them.- I’m surprised to see that not even NXT has this functionality implemented.
Hi teamI have a rule that’s failing to ingest data because one of the email addresses in the source CSV file is formatted as “firstname.lastname@example.org “ with a trailing whitespace rather than “email@example.com”.In an ideal world, all of our source data would be perfectly clean, but that’s not realistic for us and probably isn’t for many other people.It would be great if Rules Engine could trim whitespace around email addresses before ingesting them to avoid errors like thisI found a request for a similar thing in JO too but this is specifically for Rules Engine ingest:ThanksJon
Right now, you can share a dashboard with any user that has a license, however if they do not have specific permissions on the dashboard as at least a viewer they cannot see. This should not be allowed to happen as it makes the permissioning overly confusing. Instead, you should only be allowed to share a dashboard with someone who has permissions to view the dashboard at a minimum.
The new Data Management UI for dependencies is an improvement, but another admin quality of life addition would be to include, context dependent for each type of asset, if it is active or not. For example:For rules, you could simply indicate if the rule is active/inactive. For reports, it would be useful to know if that report is used in a dashboard, and which dashboard(s) it is on. This would enable admins to more easily at a glance find how to prioritize what they’re looking at and assess true dependency impacts. I’m sure this won’t be particularly easy given that each asset would have it’s own context around what ‘active/in use’ would mean, but it would be incredibly helpful.
We have the ability to make changes to the company/relationship for timeline activities already, we’d like to see the same capability for CTAs. Event if it’s just company to company or relationship to relationship (of same relationship types) this would be a huge benefit to our CSMs instead of closing/deleting and recreating CTAs if they need to be moved.
Hello per my last experience with relationship JO, I was unable to show the relationship journey’s with in the C60 due to mapping issues. Per support ticket, we were able to discover that the company name is not allowed for mapping on the C360 layout and you would have to manually add company ID to each relationship jo so that we can get visibility on the C360. This is cumbersome. Can we add Company ID as a mandatory or generic field in the mapping within participant to ensure that no one else see this issues. Thank youDarshana Shah@Mary Keerthi thank you for your help. @sai_ram @CassidyCardoso
Success Plans TemplatesNo Status
I have tried to download the templates of the Success Plans we created directly in Gainsight and it is not possible to export the templates. It would be great to have such an option in the future, since now we are limited to Edit template, add objective, delete template and mark it as inactive. However the Download template option is not integrated or available. :(
Hi Team! It seems that the current state of the Google Big Query requires that the connector to be re-authorized in order to refresh the views and fields available to the connector. This is not ideal as it makes changing and validating the ingestion of data into Gainsight very cumbersome and manual. The idea is that going forward it would be great if refreshing the available views/fields was automatic like with other connectors. Thanks! -Will
The AO Failed Participants object stores majority of its data as JSON data. It doesn’t have a lookup to Company, and I can’t use Data Designer either because the execution fails since the data in this object is mostly JSON. Please help us improve monitoring of failed participants and reduce burden on admins by allowing us to create reports for users to view, troubleshoot, and resolve failed participants in an efficient way.
Hi Team, Currently the timeline integration jobs status is changed to QUEUED when triggered and when the job completes the processing the status is updated to SUCCESS or any other state accordingly (eg: ABORTED).Issue with the status is that the job status remains in QUEUED state even though backend processing is in progress and is expected current behaviour. It would be really helpful if the status is updated to RUNNING so that client can understand that the processing is in progress.
Hi Team,Currently, the Table Aggregation behavior in Report Builder and C360 is different. The GROUP BY functionality should be consistent in both these areas. Currently, in the C360 the aggregation isn’t working i.e., instead of showing the aggregate values these are appearing as separate rows.
Dashboard Collapsible SectionsNo Status
With the new widgets in Horizon Dashboards and Analytics, we have the ability to use text boxes to create sections. However often, reports that are below the fold are not as widely known bc it can take a lot of scrolling. It would be great to be able to add “sections” that can be collapsed/ expanded.
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