CS Product Ideas
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In defining our scorecard, we leverage the ability to group some of the metrics under different headers (aka "Groups"). Over time, business requirements changed and we now have different headers/groups we would like to use. To implement that within Gainsight, we need to change the the group each metric belongs to. Unfortunately, at this point, in order to re-assign a scorecard metric from one group to another, we have to leverage a separate SAAS tool, read into the development script, select the correct ID from the object, then go through a copy paste exercise, test and hope for the best. Alternatively, it would be ideal if we could simply drag and drop metrics from one group to another from within the Administrator tab.
Rule logic needs to be maintainedImplemented
When you have modified a rule's Advanced Logic (to be something like "A and B and (C or D)" and then you add another field to the filter the logic just results back to "A and B and C and D and E". And then I spend then next 5 minutes trying to figure out what the heck happened... and then remember it's the logic and spend the next 5 minutes trying to remember what it was! My suggestion is that the logic just remain as it is and maybe do a highlight to remind me to update it when I add a field. Or add the new field to the end like "A and B and (C or D) and E." Either works for me!
Allow Creation of Native Fields in GainsightImplemented
I'm not sure on the feasibility, but it would be nice to have the ability to create Gainsight-specific fields. That way, we can create fields to accomplish CSM goals without having to first create a field in SFDC. Having the extra step of getting a field approved to be added in SFDC becomes time consuming. It would be great to be able to cut out the SFDC middleman and just have fields created for use just in Gainsight.
Within the Cockpit, would it be possible to visually show the completed tasks in the summary view ? So when viewing all CTAs, in each row, the number of tasks associated with the CTA are displayed; say 4 Tasks. Would it be possible to show 1 of 4 or some color indicator of how many tasks are completed versus open ?
Option to automatically change owner on all tasks in a playbook when the owner of a CTA is changedImplemented
When changing the owner on a CTA which has a playbook/tasks associated with it, it would be nice to have a pop-up option asking if you'd like to change the owner on all associated tasks as well. We've found that we're frequently changing the owner on certain types of CTAs which have several tasks associated with them. Having to change the owner on the tasks as well as the CTA is not a horrible experience ... but it is taking up time. We can always change task owners as one-offs if needed.
Comments on CTAsImplemented
We have the ability to post comments on a CTA upon creation. However, since we enabled Chatter for the C360, the comments show up in hashtag format. It would be great if we could have the ability to decide when we want it to post in hashtag or regular format. Right now it makes it very hard to read a sentence comment from a CSM when it is in hashtag format.
Currently, CSMs can edit filters that I leave unlocked (when building in Reports 2.0) on the Gainsight tab. It would be great if they had the ability to add new filters to the reports similar to how they can add advanced filters in the Customers Tab.
I've heard recently from a few customers that would like to be able to include more than 10 containers on a Gainsight Home Dashboard. For example, certain teams would like Dashboards to have one container for each member of their CSM team, to see how they are tracking (for example on renewals pipeline). Sometimes 10 is just not enough - any chance this can be increased!
Rules Engine: Add a Rules Timeline view that shows me the generic rule schedule by specified dayImplemented
I like the Rules Timeline view if I want to see what is scheduled for today or what ran yesterday, but I would like to see a view that will display all the rules that are scheduled to run on any given day. For example if I just want to see all the rules that are scheduled to run on a Tuesday, with the frequency and [u]scheduled[/u] start time. I would also like the ability to export the list of rules into a spreadsheet, including scheduled frequency, day, time, last modified date, last modified user. This is in order to help us keep an inventory of our active rules as we increase the number of rules we develop over time. Right now we are having to manually record and track this information and it's getting rather cumbersome.
I have multiple aggregated data points for which I need to be able to report in a bar graph. When I go to Reports 2.0, I need to be able to select at least 12 fields under Show Me, that I can display by Account Name or Number. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20150921-6354-bo43nc-criteria_inline.png[/img] Right now I can only select up to 3 fields in order for the information to show on a bar graph. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20150921-13543-1lrdfb5-usage_inline.png[/img]
Currently the CTA has the same name as the rule. This is limiting, especially when I have multiple actions on a single rule. I want to provide a more descriptive rule title than I would use for a CTA name. For example, I'm using a naming convention like "Adoption Step 3: Calculate Users and Trigger CTA." If that rule contains a CTA, I don't want to have to rename my rule.
Alphabetize View Name listsImplemented
Please alphabetize lists [list] [*]the View Name list on the UI Settings Tab - it's great to group by Tab Name, but alphabetize the View Name. I am going nuts trying to find the right View, and ensure I have one for every role. [*]the View Name list on the Customer Tab. It alphabetized, but backwards. The entries at the start of the alphabet are at the bottom.[/list]
Have rules be embedded in each module, rather than having it as an exhaustive back-end listImplemented
Managing the exhaustive list of rules is very confusing and we can't readily see what specific rules are supposed to do / link to. Each module (e.g., co-pilot) should have its own rules section to make it easy / clear for users to configure and understand them.
When adding a due date to a Task in a Playbook, I can only select "Assign Date + y days" - This is OK for risks or opportunities but useless for events. For example, our CSM has a QBR meeting scheduled on date x. 14 days before the QBR meeting they should complete task A and 7 days before they need to do B (so on and so forth). The format of the task dates in the playbook should therefore be "Due date - x days" There is no way for me to schedule these tasks in Cockpit as I am stuck with "create date + y days".
We're trying to sub out our Success Plans (currently ppts) for Customer 360. One part we're missing is a SWOT analysis, which our Exec time has always appreciated. Anyone have a way they're displaying this? We're using the scorecard field for now but would like more of a SWOT display.
The Description Field for Rules allows you to enter text with word wrapping - great. However, the carriage returns are not maintained so the next time you go to view the description it all runs together. Having word wrapping to create discreet lines of information is useful for entering notes and reminders about how the field is configured.
Managing when rules have been scheduled to run is no easy task. I've created a spreadsheet with each rule and it’s corresponding start time so that they do not overlap when run. It would be helpful if the system could automatically schedule rules based on the last time a rule was scheduled and a set time interval configured somewhere in the admin settings (5, 10, 15, 30 minutes, etc.). Use Case: Two rules have been created and scheduled, the first at 12:00AM and the second at 12:10AM. A third rule is created and gets automatically scheduled to run at 12:20AM. A time interval of 10 minutes is set by the user in admin settings. All three rules display within the rule listing in order by time scheduled, starting with 12:00AM. This is one thought I had for making the rule run scheduling more automated and easier to manage. I am not a programmer, so any improvements with this process would be greatly appreciated!
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