CS Product Ideas
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Ranking in Pivot ReportsResponse from Customer
I have a customer request to be able to apply ranking to a pivot report. The specific request is to be able to sort/rank by whatever the customer chooses. For example: If the pivot report is cases month over month, give the user the ability to rank based on either overall case count or most cases last month etc.
[CISCO ENHANCEMENT REQUEST] Support update operation for load to relationship actionResponse from Customer
Currently 'load to relationship' action performs upsert operation by default. So if there are many rules with this action and we have some identifier coming null or unexpected values, there is a chance of duplicate relationships getting created.
Rules Engine: Allow rules in a Rule Chain to run historicallyResponse from Customer
It is kinda painful to have to remove rules from a rule chain if you need to run them historically (to repopulate or clean up erroneous data). We need the ability to run rule chain rules historically without removing them from the Rule Chain, editing the schedule, waiting for them to all complete, then adding back to a Rule Chain.
Ability To Use "Ranking" In Rules EngineResponse from Customer
I have a use case in which I would like to take the concept that is available in report builder with "Ranking" and apply that to a rule used to fire off (for example) CTA's. [b]Example Use Case[/b]: I'd like to count up the number of support tickets for customers who don't own a support package over the last 6 months. I'd like to just Rank who the top 10 ticket generating customers are and then fire off a CTA to pitch them a support package. I could benchmark, but even if my benchmarks/averages are accurate I cannot control output for the rule. The ability to control how many CTA's are fired off from this rule (i.e only fire for top X customers) could be valuable in itself to ensure that admins are not creating too many CTA's for users to manage.
[Enhancement] Abilty to force a Success Plan Name Schema when creating new success plansResponse from Customer
It would be helpful to provide functionality when a Success Plan is created you could format the name oin a semi-automate fashion...such as: Success Plan Type “Get to Green” Date is 2020-05-20 The Success Plan Name could fill with: Abatement May 20, 2020 That the user could then add a suffix to. Don’t forced this to all (PLEASE), but make it a possibility.
Data spaces relationship rulesResponse from Customer
In trying to build out a process yesterday it was pointed out that Data Spaces cannot be used in any relationship rules. I have tried using both Custom and Bionic Rules to accomplish this and it doesn't appear to be an option to select from when building out the rules.
Rounding up on percentages vs decimals in reportsResponse from Customer
Hello,Is there a way to round up on the percetages dispalying instead of having decimals in our reports.For ex, we have a pie graph that shows Sum of ARR by Stage.The ARR field is set to ‘display 0 decimal places’. Yet the results display with decimals instead of rounding. Any insight would be appreciated.
Use Linked Object ID in Rule Action as IdentifierResponse from Customer
I really like the new feature in Rules Engine action to auto link a record to the CTA. One enhancement I see is the ability to use the record ID as a possible identifier when running the rule, just like we have CTA name. This would add flexibility in situations where you may not want to tokenize the ID or name in the CTA name to make it unique. The linked record ID could add a 'behind the scenes' unique key. Today, it looks like the action ignored this field when the CTAs are upserted upon rule runs, similar to the playbook.
Can we please have an undo button within the email templates?Response from Customer
There are many times that the changes that I have just made within an email template are not what I wanted and I would like to click UNDO. Can we get this added to the list of enhancements to the email templates?
Export C360 featureResponse from Customer
Hi , We have a request from one customer regarding C360 export feature: Since this export is not possible for customization and no active enhancements being made to this feature, could you please advise on the future road map of this feature ? Are there any plans to deprecate this feature in near future ?
Ability to stagger send volume of emails within a Journey Orchestrator ProgramResponse from Customer
There have been several occasions where we have built an outreach and the total number of participants is greater than a CSM could reasonable take on within a given short time frame. It would be great to have a way to say, for example, take 300 participants total and send 100 at this time, 100 at this time, 100 at this time as a way to help better control the volume of work for CSMs from a single outreach.
Call to Action OwnershipResponse from Customer
While assigning owners in playbook s currently gainsight supports only Account and customer info user lookup fields. Is there a roadmap where gainsight will support other objects which as well with user lookup fields.These other objects do have a look up on account object.
Access issue when NXT tenant is switched to new or different tenant.Response from Customer
As per the NXT design, we consider username as the unique identifier by default in the SFDC connector job. Now -1. Create a salesforce connection in Gainsight and complete the user Sync. This will create the user 1 in Gainsight.2. Connect Gainsight to another environment/sandbox with similar data this will create another User 2 in Gainsight.3. Now since there are 2 users with same Id.4. Make User 1 as inactive and assign all the permissions to User 2.5. User 2 in salesforce will see a blank screen.Workaround is to deactivate the User 2 and assign the right permission for User 1.This is not acceptable approach and would need a feature enhancement for the current functionality.
Rules Engine: Add Rule DateTime as a field optionResponse from Customer
We use the Rule Date field to load a “snapshot date” to certain objects for historical tracking. It would be very helpful to be able to load the Rule Date as a DateTime field for greater granularity when troubleshooting. For example, if we have a certain rule that updates values every 2 hours, the time granularity would be helpful in understanding when an error may have occurred (incorrect value loaded, etc.).
Time Tracker for Activity DurationResponse from Customer
It would be awesome to have a time tracker (much like Zendesk's Time Tracking app) for the duration field in a timeline activity. My CX team currently enters the duration manually and would help them and managers with accurate reporting on how long their activities are.
Directly link to filtered searches, like reports made by a user or rules made by a userResponse from Customer
Often I'm just looking to work on my stuff, but when I get to a list of reports or rules, it's everybody's stuff. I can filter to mine, but it would be nice if I could bookmark in my browser directly to reports I made or rules I made, or any other filter combination!
Make it possible to see when rules were run historicallyResponse from Customer
I've searched far and wide, and right now it appears that there is no visibility to see when we run rules historically (unless I'm missing some mysterious part of the Rules Engine). It would be nice to be able to go into the Execution History section of a rule and not only see when the rule was run (which is available right now of course), but also what date it was run from. My use case is that I'm running a weekly rule chain historically for the past 8 weeks, so I've run the rule chain eight times, with the run date being each Saturday going back to mid-January. However, the Execution history only shows today's date. I have no visibility into the actual run date. Thanks.
Report on timeline notes for @mention usersResponse from Customer
I’d like to create a report that shows @mentions for specific executive users. The Activity Timeline MDA object will not allow filtering by notes field. This should be a relatively straightforward report where Notes contains @username. Any workaround I’m overlooking? Any reason why report builder will not allow this query?
Ability to select percentage type in S3 Bionic ruleResponse from Customer
While Loading using an S3 ingest job we notice that the Value ( for eg) 0.23 would be converted to 23%(converted to percentage by multiplying by 100) when writing to a Percentage type field but when we are loading the same using a S3 Bionic type query it would load it as 0.23% itself as the data type doesn't include Percentage. In order to avoid this discrepancy can we have the ability to select Percentage Datatype in the Bionic rule for the field in the S3 fetch. Example.gif: [url=https://cl.ly/6a44b627c395]https://cl.ly/6a44b627c395[/url]
Can we put filters for the Excel/CSV attachments in JO as we do when we attach reports?Response from Customer
Bionic Rule: Changing view fieldsResponse from Customer
I have a customer that built out a bionic rule, they set up 3 tasks; 2 data sets and one merge.After setting everything up, they ran the rule and started to debug They found that they need to change one of the 'view' fields in one of the data sets to a 'MIN OF' For this change to the view field, they now need to: [list] [*]Delete the action(s) that hold that filed – ALL ACTIONS! (I have a rule that has 6 actions) [*]Delete the filed from the merged rule [*]Change to the MIN function in the data set [*]Go back to the merge, and re add the column [*]Go back to the action and try to remember ALL the places I had that filed -> add it to all actions[/list]This task is very time consuming for the customer and frustrating when the change is to a view field.
Include Objective Category in Cockpit Sort by Reason ViewResponse from Customer
The default Reason sorting in Cockpit categorizes Objectives into “NA”, rather than reading the Objective Category. As this is the intended behaviour based on this article FAQ, it seems that the Horizon Experience missed the mark with this sorting by not considering rolled up Objectives.
Ability to search by tasks within Success PlansResponse from Customer
CSMs would like to have a way to search within their Success Plan Objectives, Tasks. We have the drop down for Objectives but the ability to search on tasks is not availble. Is this something that can be enhanced? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190221at9-43-17AM-bbb47afc-5a68-4b1a-afcc-7e10c7ba0b9d-1618589991.png[/img]
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