CS Product Ideas
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- 6,061 Posts
- 25,353 Replies
Email Assist: Additional FunctionalityImplemented
We would like to begin using Email Assist but are hesitant as the need to create the templates in CoPilot adds clutter for our 1:many team and over-complicates the process for adding an email template to a CTA. When asking for folks opinions, here is some feedback we received: [list=1] [*]Ability to create the email template within the 'Playbook' creating process avoiding the need to create a template within CoPilot and then going back to the CockPit to create the playbook [*]Ability to pull the 'Contacts' directly from the CTA rule. This would simplify who is initially needed on the communication based on the trigger event. [*]Allow CSM's to have a 'signature' in Gainsight that can be added to any email that is sent by them out of CockPit. This should be able to be controlled by the sender that has a Gainsight license as their title may not always be CSM (Customer Success Executive, Strategic Account Manager, etc.) [*]Automatically BCC the sender of the email so that they
Ability to edit all Timeline entriesAcknowledged
Currently, the only user that can edit a Timeline entry is the user that created said entry. It would be good if there was some kind of permission that would allow an admin to edit all Timeline entries, regardless of who created it. Is there anything like this on the roadmap?
Although the total size of the attachments can be 10 MB in an Email Assist, each attachment cannot cross 2MB. This limit is too small for any pptx/ppt type of documents that tend to be very common artifacts one shares with their customers. Can product consider increasing the limit? Anyone else feeling the pinch?
It may be beneficial for end users/admins to have the option to adjust Task Type mapping when syncing Activities from Gainsight to SFDC. Currently, it appears it is set up in such a way that the Task Type to any Activities synced from Gainsight to SFDC will automatically pull the Default Task Type and, depending on which activities are synced, may cause confusion for end users. For example, a user logs a call from the Activities tab with the "Sync to Salesforce Activity" checked off on the Activity config, this call will appear with the default Task Type which may not be set to "Call" and could throw off some end users. Having the ability to map Task Type in the Activities config may assist in resolving this. Thanks!
Enable Rules Engine to update with the option to replace Features comments or adding to themImplemented
Right now we use Features to see which of our in app features are being used by our customers and the rules engine to populate this. Since Features are just yes/no we use comments to document the exact usage, ie 75% but our threshold for yes is 50%. Currently the comments system, replicates itself until the character limit is reach (ie. 75% 75% 75% 75%...). It would be lovely to have the choice to replace the existing comment.
Be able to add milestones from TimelineAcknowledged
First of all, love the Timeline interface! However, what is a timeline for, if not milestones? It would be great if Milestones added elsewhere were visible here, but even better would be if we could add Milestones as an option for the type of Activity logged.
Images in Timeline ActivitiesUnder Consideration
It appears that when you are copying and pasting an email, the images do not also copy. We are currently adding them as attachments, but obviously, it would be more ideal to have them included in the actual email. Is that doable? Also, we are looking at turning on the BCC email option soon. Will the images still not carry over with this as well?
It would be great for Admins to have a way to see dashboard visits. I'd love to be able to see how often certain dashboards are used and by whom. With the every growing list of reports my teams want to see in dashboards, it would be great to be able to say "Well, this one isn't being used, so I'm going to delete it." :)
Report Table View in EmailImplemented
We need to include reports in table view in our email distributions. Both in CoPilot emails and also in CTA-based emails. We are trying to create a dashboard style report to distribute to clients to help them understand utilization. There are some data points that really don't make sense in a more graphical format.
Bigger Text Box For Scorecard CommentsImplemented
I have a request for a customer to increase the overall size of the comments box. Users are typing in several sentences into this box and the window is very small. Users have to scroll through the box to get the full message which can be a bit frustrating. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/31837-zesrsn_inline.png[/img]
Right now, when a participant field is synced it will not be updated once the program is active. For example, say a CSM changes between emails in a program where it is configured to send from a CSM, I can't think of any ways to make it so this change is reflected within this program. I am not sure how this would be built but it would be nice to designate some fields to be always up to date. Seems calculated fields can be used as a token in the email but the From Name and From email address don't accept calculated fields.
Objectives removed for C360 CockpitImplemented
Our teams use Objectives slightly different than the intended use, and removing them from the C360 cockpit is causing some challenges on our side. Was thinking it might be good to have an option of what types of CTAs should be shown in the Cockpit versus somewhere else that the Admin could configure. I'm thinking a checkbox that would just tell the system to include/exclude from C360 cockpit. Happy to share more details of our use case for Objectives if it will help.
Currently concatenate only works with bringing together two separate columns of data with the same unique identifier. What I would like to do is concatenate the the same column from multiple rows with the same unique identifier. For instance if you have a project phase with multiple associated assets I would like to concatenate all the asset names into one column for that project phase in an email. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180222-106947-178vdy0-Concatenate_inline.jpg[/img]
Zendesk Connector refresh frequencyImplemented
Right now the Zendesk connector only refreshes data once a day which is good to get a basic idea on what is going on with our accounts, but not enough to be up to date with what is going on with our Support team. Is there any way to increase the frequency of refresh for the ZenDesk connector? This is something that almost everyone we introduce Gainsight to within our company asks and once we tell them it is currently once a day is kind of a let down. Thanks! Marcelo
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.
I'm working with several customers who are interested in being able to set up surveys based on specific events (or triggers). For example, configure Gainsight so that a survey is automatically sent when implementation is complete for a customer as denoted by a change in stage. While this is possible with Gainsight Services via a SOW, it would be ideal to put the power of triggering surveys in the hands of Gainsight admins. Anyone else interested in this capability?
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