CS Product Ideas
Submit product suggestions
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Hi,User wants to add emails to the Success Plan Timeline using Gainsight Assist in Outlook As we currently support only Email to Global/C360 timeline for an account, User wants to load them in SuccessPlan timeline
CSMs often start from Timeline for entries, not in a Success Plan.It would be great from Timeline to have a dropdown option to immediately associate a Success Plan from Timeline. We want to avoid a CSM entering directly to Timeline when they intended to make it to a Success Plan and have to redo all their work
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.
Change default order of objectivesAcknowledged
We apply multiple templates to the same Success Plan based on products our customers purchase. As such, we are not able to use the Template Order sorting and need to order by Due Date instead. Is there a way we can set the default sorting to sort by Due Date instead of Template Order? I know it can be changed one off by user, but this causes confusion and is an extra step.
Dynamic Program Sender tokenAcknowledged
I have a customer that has a use case to need a dynamic field / option fro the “sender address”.They have a number of accounts that don’t have data for the field they are using as the sender and they would like to use one program and have that field change to a default value to still send. I think this would be huge and a major asset to JO.
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)
Inline Generic Survey Question feedbackAcknowledged
Have recently started using inline survey questions more for generic surveys, and have some feedback.There’s not a way to manipulate the font of the survey question, so it winds up not matching the font of your email template and can look poorly formatted. Would love to be able to configure to use the same font as the template. With the different available options of formatting, we’ve received feedback that it’s difficult to know where to click for the question response. For example, the one with the colored boxes requires you to click on the text of the response and not just in the box. It’s not clear on the Program Details page that the question has to have a control type of Radio in the survey set up in order to be used in the program. Might be good to add that as a tool tip somewhere.
Company Person Lookup in Success PlansAcknowledged
Hi folks, Currently, when setting up a Company Person Lookup on a Success Plan, we do not have the option to Display the name associated, since the Display Field dropdown option only shows fields associated with the object designated on the field’s lookup - in this case, Company Person - whereas the Name is on the Person object. Using the Person object for the field instead limits our abilities to Filter the field to only show results related to the Company. It’s kind of funny since the Search Fields allow for the associated object lookup fields to be used, so this seems like an oversight. Our workaround solution for the time being will likely be to create an additional Name field on the Company Person object that gets populated by a Rule. This can lead to many issues, such as time delay discrepancies based on the Connector and the Rule, as well as duplication causing reporting confusion by other admins. Request: allow Display options to show associated object lookup fields also, so
Ability to merge contacts within one account?Acknowledged
I’m using the NXT version of CS and am looking to merge two contacts listed under one account. Occasionally our clients will update their email addresses, so we’ll have two separate contacts (one current and one that’s outdated) that represent the same person. We don’t want to just delete the old one and lose all of the activities they were part of. Ex. firstname.lastname@example.org changed their email address to email@example.com, want merge the two so that @xyz.com will be associated with all historical activities @abc.com was part of, and then be able to delete @abc.com Is there a way to accomplish this in NXT?
Ability to Show/Hide PlaybooksAcknowledged
Currently if a Playbook is created, it is visible when creating CTAs. If the business no longer wants a Playbook used, but doesn’t want to delete it, there is no option to hide the playbook. It would be great to be able to mark Playbooks as Inactive/Active so that only Active Playbooks the business is interested in CSMs using are made visible, and other Playbooks that the business doesn’t want to delete, but wants to hide can be marked as Inactive. Similar to how Rules are Active/Inactive.
Hi,I’d like to create a new field for my Success Plans, and it should contain 2 or more users/contacts from the customer company or even my company.I’ve been able to create a single contact one, but not with more people in it. To clarify, it’s like the Internal/External Attendees field we have in Tasks details. I believe this would be a great add to the toolThanks
Required CTA field on creationAcknowledged
Right now you can mark a CTA field as mandatory for when you close but I got a request from a customer to have the requirement when you create a CTA manually. The use case is to have CSMs be required to enter or select a Product from a picklist when creating or updating of a CTA or Objective.
Timeline Activities: Changing the AccountAcknowledged
It has come up twice in the past two days where CSMs have accidentally entered timeline activities on the wrong account. Would be nice if they could go to the Global Timeline tab and change the account there once the activity has been created. Currently, I've been just instructing them to recreate using the Copy to Clipboard option, but obviously, it would be easier if they could just move them.
Two of the biggest headaches in GS administration are adding columns to the drill-downs in Report Builder, and adding filters. Biggest headache is that if I change any of my "By" fields, the columns shown on drill-downs reset themselves. So I then have to set the columns manually again. As an example of why this is an issue, we have CSR teams and we just changed our dashboards from showing the Team # to the Team Name. These are both fields on the same object, so there is no reason we needed to change the columns displayed on the drill-down; yet since I was changing the "By" field, these reset and I had to go manually set them again. I had to do this to 10 reports; what should have taken me 5 minutes took about 30 because I had to set the columns back to what they were before 10 times. What would be REALLY great would be the ability to set/edit these for multiple reports at once. We have the same set of columns displayed on many of our reports, yet if we
Time tracking integrationsAcknowledged
Does anyone know of or have suggestions for simple project management time tracking solutions that integrate with Gainsight/Salesforce? Ideally we'd have a button associated with each CTA/task that starts and stops a timer then loads the time to a field in that CTA/task. I understand that is a bit of a pipedream, but the closer we can get to it the better. Thanks!
Ability to Configure Drill Downs if no dataAcknowledged
I’m proactively building out some reporting and dashboards for CTAs that we are getting ready to launch, but since there’s no data, I can’t yet configure the drilldowns yet. Would love to be able to go ahead and configure that as well instead of having to remember to go back in and do that later.
Visual Cue for Report Filters Edited by UsersAcknowledged
It would be really helpful to add a simple visual cue on reports where a user has edited the filters for their own view. Too often, I chase down issues that begin with “My C360 report / dashboard is not showing the data I expect” and one of the main culprits has been edited filters. While we do have a visual indicator that filters are in effect on the main dashboard views, I think it would make identifying user-edited filters much quicker and easier if there was something similar present on each report that specifically told us “Hey, this report is using filters that have been edited from the defaults”. With something like that, I could immediately respond to an issue with “Is there a little yellow dot beside the options button in the report?” and diagnose those problems without any further effort. See my hastily-made example below...
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