CS Product Ideas
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Bionic Rules: Ability to use Date functions while Pivoting data based on DateWorkaround Available
In rules engine if we have to do pivoting based on date we need to hard code dates(screenshot Attached) and there is no way to provide dates dynamically using date functions. Recently we have a use case where customer wants to have their weekly usage up to 12 weeks for a metric in single row to show week on week comparison. We couldn't create a Pivot task to do this as there is no way to pass dates dynamically. Having this feature would really helpful in solving these type of Usecases. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170630-87054-k8pyzt-Pivot_inline.png[/img]
Expand date diff bionic rules formulaWorkaround Available
The formula field works well, but if I need to take today's date and subtract a different date field, I have to do a transform task to put in the Rule Date formula field, then do a 2nd transform task to make the magic happen. I take an existing date field and subtract today, I don't need the extra transformation task. Ask: allow me to use Rule Date in either slot of the date diff formula.
Ability to Hide Inactive RelationshipsWorkaround Available
Posting on customer's behalf: Currently, when we look at the Relationships section of the C360, we see all relationships listed, regardless of status. It would be helpful to be able to filter out relationships based on their status in this section. For example, if we have a customer with 3 relationships total, but one of those relationships has a status of "inactive", we'd like to have the ability to not show that relationship in order to prevent confusion. Is this something that could possibly be roadmapped for a future release?
Export Option in TimelineWorkaround Available
I thought this would be a nice feature to add to Timeline (more so the global Timeline) but would be great in either. Similar to how CSMs are able to export a list of their CTAs to a CSV file, it would be great addition if the CSM could export the Timeline activities into a CSV file. The use case here is that in global timeline, CSMs might search for some keywords, e.g. anytime a competitor to our product is mentioned in the subject or notes. If the CSM was to filter to these activities and export to excel, with the subject, notes, contacts information all included that would be very helpful for our team.
Data Designer - Schedule timezone to be same with Tenant TimezoneWorkaround Available
Hello Team, For Data Designer schedules, we have by default GMT+14:00 set :: It would give a better user expereince, if we have this default timezone by the respective Tenant’s timezones. Reference Video : https://share.getcloudapp.com/z8u8YbEZ
Audit Logs for PlaybooksWorkaround Available
Team, We have a client who is using the playbooks (As playbooks are critical their workflow). They want to track all the changes who have made the changes (w.r.t specific time) changes made by the specific User. Can we have all the audit logs tracked in the Gainsight as well.
Master Email templatesWorkaround Available
How can i raise a feature request to add on to emails a master email template? for example, i want to create my own format of a template and then apply it to other emails i wish to create. if it’s an HTML template for example. keep a master format and then work from it (blank with just the formatting) to add the text we want.
Change CSM via Drop-Down in the C360/R360Workaround Available
New customers are assigned to the regional Manager in Gainsight (via Rule), upon which the Manager will assign a CSM based on location, language and customer requirements. At the moment, this process requires use of the Rules Engine to re-assign a CSM to the account. By enabling Managers to manually reassign customers at will via C360/R360 , we eliminate the need to set up a new rule each time.
Data Mgmt Dependencies: Need faster way to identify where a field is being usedWorkaround Available
I appreciate that we have the ability to identify field dependencies, however when you have a large number of rules, reports, etc it takes a lot of effort to go through every single one looking for a field. Would be incredibly helpful to be able to have a quick search at the top of the Dependencies page and have it pull back only resources in which a field is being used (mockup below) It has taken me over an hour to figure out where a particular field is being used. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/MDASEARCH-bc18a34b-a4b2-4094-88a9-068dc91f3837-1992743443.png[/img]
Separate Objective CTA Detail view for internal users and shared contactsWorkaround Available
We are looking into improving our use of Success plans, and discovered that when objectives are shared as part of a success plan, the external contact is shown the same CTA detail view as an internal user. This means that if you have CTA linked objects for Objectives, these appear as part of the CTA for the customer as well. This is potenatially confusing to the end user, and may include things which we don't want to share with the customer. Upon reviewing all the articles I could track down, and some personal exploration of the Calls To Action section of the Admin, I've come to the conclusion that you can set up a layout per Call To Action Type (i.e. objective) but not control the layout based on whether the viewing the standard success plan vs a shared plan//internal vs external user. Allowing this would enable better tailoring of what information is shown to customers we share our plans with, and prevent confusion by reducing unnecesary links. [img]https://d1qy7qyune0vt
Warning message when copy/pasting into timeline/email assist/email templates, etc.Workaround Available
Currently when copy/pasting from another source (ex: Word, Outlook, etc.) sometimes the inherited formatting of the text from the copy source can be pasted into Gainsight. Sometimes Gainsight has a hard time parsing that information on-screen, i.e. it displays weird or breaks formatting. Is there a way to prompt a warning message if GS see's that there is a formatting issue? For example, if someone accidently pastes html into a field that breaks the page, maybe it throws a warning message saying that there might be a problem displaying this information. Not sure if this is doable or if GS can recogonize bad text but wanted to bring it up. Thanks! :)
Show All successful records of batches in rule execution sheetWorkaround Available
Hi Team, Currently, we are showing the records which are passed in the rule execution sheet. But there is a limitation in showing number of records. Rules execution history in UI shows correct number of records being passed under action based on the batches. However, rule exection sheet is only showing first batch of data in the sheet. Example: Rule execution history page in UI Action 1 - Load to Gainsight Object(Test_Usage_Data) - Task - Final Output Success Pass:272 Fail:0 Action 1 - Load to Gainsight Object(Test_Usage_Data) - Task - Final Output Success Pass:92183 Fail:0 Action 1 - Load to Gainsight Object(Test_Usage_Data) - Task - Final Output Success Pass:77781 Fail:0 Rule exection sheet shows only records for Action 1 tab with 272 records only. Rest of the successfull records are not shown. Best, Hardik
Include Survey Link in AO Escalation EmailWorkaround Available
Currently, we are not able to include the survey link in an Escalation Email in AO. The escalation email goes to the CSM, and in some cases, users would like their CSMs to copy this email and send it back out to their customers personally, and include the survey link. Due to the way our survey participant tracking works, I can't add a template with a survey to the escalation email, but I'm curious to know if there is any way to do this in the future? The customer wants his CSMs to be able to resent the survey personally but at this time there's no way to get the link to the CSM to then give to their customers. Thanks
Recurring CTA Should be Visible in Cockpit and Status Should Not Default to OpenWorkaround Available
When a CSM creates a Recurring CTA the initial CTA disappears from their view (in Cockpit and C360) and remains open indefinitely. This causes problems for the Rules Engine when trying to create CTAs for accounts without an existing open CTA because the system still thinks there is an open CTA on the account. It also creates inaccuracies in reporting because the Recurring CTA shows as open even though the CSM completed the activity.
Ability for CSMs to mass update tasks/CTAs across clientsWorkaround Available
One of the pain points our team recently expressed is the requirement to click on each individual CTA to close it. What would be better is if the team could click through all the boxes at once and then apply an action, whether it’s Mark Closed Success, Mark Closed No Action, or something else, all at once. Currently, a user has to click on the CTA in Cockpit and then answer a dialog prompt asking “Should we change the status of all open tasks to Closed for you?” Why would the user be clicking on the box if that is not the original intent? Making the UI more user-friendly would greatly help our Onboarding Managers and CSMs who carry heavy account loads and would reduce the need to supplement with outside PM tools to accomplish the same.
Option to pick whether to create SF Task or Event depending on activity type in SFWorkaround Available
Currently with the GS Timeline → SF sync you can create either Events or Tasks in SF and this applies to all activity types. We would like to be able to specify per activity type which type it would create. I’d see this working by moving the option to choose within the UI to the table view so it can done on a case by case. There are some required fields for events in SF (like duration) which don’t apply to some timeline entries, and currently we have to force entry of a number in this field to make it sync.
To avoid Duplicate Timeline entries in NXTWorkaround Available
In NXT we sync the CTA Tasks to SFDC org and we have also option to create Timelines from SFDC Tasks through Integration Job. If both these options are enabled then for CTA's that has timeline activities will create duplicates. Can we add a flag field/source in Task object that we can use as a filter to avoid this cases. Thanks, Prathap
Ability to migrate system objectsWorkaround Available
Posting on customer’s behalf: Hey all! Currently when performing X-Org migrations, we are unable to migrate the schema or data for system generated objects. This is a currently limitation of the migration tool but we’re wondering if there’s any plan to allow for these objects to be migrated in the future?
calendar and meeting invites in Email TemplatesWorkaround Available
When building Email templates, Having placeholder or building a email template with Meeting invites and calendar blocks will be great. many times. The use case we are trying to build is Leveraging Copilot feature to send communication to our internal employees. These emails are Training and Enablement session communications that will have calendar blocks and meeting invites. This use case can be leveraged to use with account contacts / customers as well. Thanks! ~Lokesh
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