CS Product Ideas
Submit product suggestions
- 5,980 Posts
- 25,125 Replies
Restrict ability to delete CTAsNot Planned
Team, Bringing forth an idea brought to me via the support channel - are we able to restrict certain end user's ability to delete CTAs? I understand these are embedded within a Visualforce page, but it may be beneficial to limit some users ability to delete CTAs, based on profile or permission set etc. Are there any technical limitations to this? Many thanks, Josh
I've spoken with two companies that would like their CSMs to be able to send a survey (after onboarding or training for example) via the new "Email Assist" task from within the Playbook on the CTA in their Cockpit. These are specific situations where an automated survey is not appropriate. Having this option would provide the extra control needed for a segment of customers to validate that the timing is actually right as well as customize the email as appropriate.
Add ability to update playbooks on existing CTAsUnder Consideration
I thought the capability already existed, but it appears updating a CTA will only apply a playbook if there was not already a playbook attached. I've never had a situation arise, until now, where I needed this capability - but I can see a greater need for it down the road. Is there any reason why this functionality shouldn't be possible? If not, I would like to request that it get added, because there's definitely a solid use case for it. If I've missed something, and there IS a way to update playbooks on existing CTAs (without deleting/readding) then please let me know that as well.
I am happy to see that we can freeze the first column on tabular reports. We are working hard to adopt Scorecards 2.0 and some of our CSMs are very reliant on the "Scorecard Mass Edit" report type to efficiently triage customers. They need to be able to freeze the first column, Account Name in our case, in order to use the report easily with out having to struggle with multiple nested scrollbars in the UI. We'd love to see this feature added, as it was native to the Scorecard 1.0 dashboards that these new views are replacing. Original "Freeze First Column" feature found here:[url=https://support.gainsight.com/Product_Documentation/Reports_and_Dashboards/Admin_Configuration/Report_Settings_and_Advanced_Options#Freeze_First_Column_in_Tabular_Report]https://support.gainsight.com/Product_Documentation/Reports_and_Dashboards/Admin_Configuration/Repor...[/url]
C360: Create an account profile section of the C360 where CSMs can capture notes, relevant information about customerImplemented
CSMs need a place to capture specific details about the customer that they would otherwise have to document in an external tool. Some of the key things to capture: Business Description Mission Statement Website URL Account Team member names/contact details Recurring call specifics (date, time, bridge info) Key Contact names/contact details Pain Points Current/Future Projects General Notes
The adoption of Note Templates currently relies on the end user to hit the "Apply Template" button, which is an extra click that might take users some time to incorporate into their workflow, especially if the template acts as more of a prescriptive guide than an immediate time saver. In order to drive consistent adoption and standardization across CSM teams, it would be helpful if admins could configure a default template to be pre-applied to certain Activity Types so it's not optional for end users.
Assign CTAs to a CSM Pool or QueueUnder Consideration
Many companies are mixing digital touch and low touch as a way to more effectively manage the long tail of their customers. Through low touch, they need a way to easily manage a large amount of customers with very few CSMs. In this world, it’s not uncommon to see 1000 customers being managed by one CSM. This can often be quite challenging to manage for a CSM and it can often lead to an unbalanced workload across the team. The solve this, companies want to use Pooled CSM teams that work across the entire customer segment and aren’t assigned to a specific portfolio. Each CSM is dedicated to all accounts in the segment and would be assigned CTAs on a round-robin sequence based on their availability. This idea is similar to how support queues work in ticketing systems. There is no dedicated rep so the system identifies which person the ticket should next be assigned to. Current WorkaroundI have previously implemented workarounds to solve for this use case but they aren’t very scalable. He
Email Assist - emailing multiple accountsWorkaround Available
Hello Is there a way for our CSMs to use Email Assist to reach out to contacts across multiple accounts, without the need to create multiple CTAs - one per each account? For example - Linda looks after 25 low touch accounts and needs to follow up with the contacts from these accounts - the template is already created in Email Assist but currently she can email only one account at a time, rather than all her contacts. Any ideas other than using JO which we don’t want all CSMs to use? Our team just use their Outlook emails, and don’t even use the BCC to TL link as it requires a specific account to log the coms to, rather than logging it to multiple accounts. Thanks Katerina
Folders in the rules engineImplemented
I'm still in implementation with GS but I see that very quickly we're going to have a ton of rules. I'm being very strategic about the naming conventions, but it would be really helpful if I were able to create folders for the different rules to live in. Ideally there would be the ability to have folders within folders so that we can differentiate rules for Scorecards, Customers, etc and then within that nest other folders for rules that differ by segment.
JO Automated Outreaches log to TimelineUnder Consideration
Hello!We have a lot of JO operational email programs and CSMs need to work in sync with the automation to manage the accounts. is there any plan or can we open a feature for logging JO outreaches to timeline? maybe add a feature on the JO program a flag we can check to log all emails to timeline? Thanks in advanceRozi
We'd like to have the ability to have a CTA sync with a Salesforce task directly, without having to create a task off the CTA. This is important for giving visibility to non-Gainsight users of activity done by the AM, and keep things simple for the AM when documenting interactions with the Customer. As a side note, I thought this Idea was previously posted but couldn't find it. thanks Kristin
Salesforce Lightning for Outlook IntegrationImplemented
Currently our CSMs can create email activities in Salesforce using Lightning for Outlook, or BCC'ing an email address. This functionality does not work with Gainsight, and we are requesting it as an enhancement. If Gainsight should truly hold all the notes and communication with the client, the CSMs should have an easy way to save emails and attachments from Outlook.
Make global timeline filters stickyImplemented
I really appreciate Global Timeline. It's so much easier to see activities in an easy-to-digest fashion. However, one pretty important enhancement I'd like is sticky filters. I'm often looking for pretty specific information on Global Timeline when I go there and therefore have to rebuild the same filter logic over and over anytime I log back in. Thanks!
CTA rule due date can be formulated off of another date (aka contract sign date) instead of just the rule dateUnder Consideration
Ability to set a CTA due date off of another date (aka term start date or contract sign date) instead of just the rule date. Example: I want to set up a Quarterly Biz Review CTA for month 5 of the clients annual term. However, since I am just setting this up today, I don't want it to run for all historical clients (aka creating overdue CTA's for clients who signed up over 5 months ago) so I set the rule start date to 5 months back. Since I want to CTA due date to be 5 months from the contract sign date, I can set the due date to 145 days from rule date, but that makes every new client who signed up in the past 5 months, to have their QBR for 5 months from today (the day I run the rule, and not 5 months from their contract start date)
Gainsight currently has the feature to create a SFDC Case from a CTA. By default, Cases are created with the default Case Record Type. For organizations who use different Case Record Types to communicate with different teams, they need the ability to choose the Case Record Type when creating a Case from a CTA.
Tracking Email Responses in Journey OrchestratorUnder Consideration
Gainsight is currently able to report on emails that were opened which have been sent by Journey Orchestrator. However, it would be incredibly helpful if we were able to also report off of if Emails have been responded to, that were sent by Gainsight! Being able to use this information would be exceptionally helpful in Programs, where an email chain might use a Conditional Wait to only send a follow-up email to those who have not yet responded to the email sent by Gainsight. Having this extra granularity would be great! Any idea if this is possible? If so, is there an ETA on when something like this might be available? Thanks for the time!
Set Display Name for Reports in DashboardAcknowledged
We have a number of different dashboards which ultimately have the same types of reports on them, but for different filters. I’d like to have the names of the reports which are shown on these dashboards as simple as possible, e.g. “Customer List”, “By Health”, “By Stage” but I cannot save multiple reports with the same name (to satisfy each dashboard view) so have to instead add extra information which is not needed in the dashboard view (as that’s implored via the dashboard name itself), and can often mean that the names for widgets are cut off due to the length. Ideally would be able to set a different display name for the report on the dashboard itself.
Already have an account? Login
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.