CS Product Ideas

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1243 Posts

irit_eizips
irit_eizipsRegistered User
shared in CS Product Ideas

Group and Sort RulesImplemented

Would be nice to be able to group or sort rules in order to be able to quickly find them, or place the most active ones on top of the list.

7
sundar
Veteran Rookie
6 years ago
katie_sexton
katie_sextonRegistered User
shared in CS Product Ideas

Reply-To functionality in CopilotImplemented

Would be great enhancement to co-pilot email sends to be able to set the Reply-To field to reply to multiple addresses. For example, when sending survey emails, would be great to allow replies to go to both the person overseeing surveys and the account manager.

1
sundar
Veteran Rookie
6 years ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Export Rule Execution History into a csv file from the UIImplemented

Success/Failure emails include a spreadsheet file with complete Rule run information including log messages and Results. If I was not on the distribution list to receive that email/spreadsheet, I can only View the Execution History and Logs. I need the ability to create that spreadsheet exportable via the UI in case I need to share with support and I do not see a way to do that from within the interface.

2
sundar
Veteran Rookie
6 years ago
jd_griffis
jd_griffisRegistered User
shared in CS Product Ideas

Update playbook task dates if CTA is rescheduledImplemented

The playbook tasks are all assigned due date based on an offset from the CTA date. However, if the CTA date is moved/rescheduled; the playbook task dates do not automatically update and must be manually changed. Would make more sense if the playbook tasks were adjusted when the CTA is rescheduled (or at least have that option).

8
sidhu
Gainsight Employee: Rookie
6 years ago
brian_3d7949
brian_3d7949Registered User
shared in CS Product Ideas

Copying Power Lists in CoPilotImplemented

The ability to copy Power Lists in CoPilot would be a nice time-saver.

3
yossi_truzman
6 years ago
jennifer_bantelman
jennifer_bantelmanRegistered User
shared in CS Product Ideas

Make Scorecard measure weighting customizableImplemented

It would be great to be able to customize the weighting I give to various scorecard measures on a per CSM basis. I have strategic CSMs, who mark the Customer Relationship health score, which factors heavily into the overall health score, but is a manual update by nature. I also have a 1:M CSM who only reaches out to her 100+ accounts via automation, and I don't want her manual Customer Relationship to factor into overall health, as it's not going to be updated consistently for her large volume of smaller accounts.

1
gaurav_kotak
Shoshin
6 years ago
andrea_gertz
andrea_gertzRegistered User
shared in CS Product Ideas

Contact Logic for Power ListImplemented

I need to create power lists with criteria from account & contact records.  This works well if the contact logic is AND.  However, I need OR. I tried creating the power list using only contact fields (and pulling account fields that way) but it didn't work.   [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20151105-10540-3avm86-Screen_Shot_2015-11-05_at_4-31-09_PM_inline.png[/img] In the contact fields, I need the 1st 3 as AND, but the last 2 as OR.  Can't do that right now :-( The current workaround, as confirmed by support, is to create 2 lists....good thing cloning is now an option 

1
sundar
Veteran Rookie
6 years ago
linda_lam
linda_lamRegistered User
shared in CS Product Ideas

Survey Tool: Adding Likert scale and Boolean question choicesImplemented

I would love to have more question options, such as likert scale (other than the standard NPS question) and boolean (true/false, yes/no). 

1
praneet
Shoshin
6 years ago
brandon
brandonRegistered User
shared in CS Product Ideas

two layer linkingImplemented

We would like to allow for two layer object linking in Gainsight.  I'm not sure of the exact technical term but in order to pull in our survey data into Gainsight, we need to reference the account object which is not currently set up in our architecture in Salesforce. This data comes from our own software and would require additional technical work to get it associated.  At this point we don't have the resources to update our integration to work with Gainsight and we're stuck with manually uploading the survey data.

1
manu_mittal
Gainsight Employee: ACE
6 years ago
christopher_johnson
christopher_johnsonRegistered User
shared in CS Product Ideas

Customizable field attached to CTA for eason for failure or how CTA was closedImplemented

Would like to be able to identify the reason for the CTA failure/fire (why did the condition occur - example "customer did not know how to....") or how the CTA was closed, especially if the CTA closure was not resolved positively.  This would allow us to do statistical analysis on the reasons.

3
sidhu
Gainsight Employee: Rookie
6 years ago
nikka_mathur
nikka_mathurRegistered User
shared in CS Product Ideas

CoPilot outreach scheduler viewImplemented

Can we include the option to delete scheduled outreaches? Either in the schedule screen (attached) or directly in the calendar view.[img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20150731-28706-13cuup9-Screen_Shot_2015-07-31_at_9-39-34_AM_inline.png[/img]

1
sundar
Veteran Rookie
6 years ago
ellenoangieslistcom
Champion
ellenoangieslistcomChampion
shared in CS Product Ideas

Auto-populate Account name when adding an activity from Customer 360 ViewImplemented

It would be a huge help if when clicking "Add" on the Customer 360 view for Activities, the activity created auto populated the account, just like it does when you click “log an activity” on the account page in Salesforce. We are trying to log our routine calls that are not related to CTAs this way, and currently it is the one thing keeping us from our reps fully being in Gainsight.  

2
sidhu
Gainsight Employee: Rookie
6 years ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Cockpit: Add string field to "List View Field Config" under Cockpit ConfigurationImplemented

We've had some confusion with CSMs who have multiple accounts with the same Customer name working the wrong CTAs. The feedback was that it is not clear from the Cockpit which account is which. I went into Cockpit Configuration and tried to edit the List View Field Configuration section to add Account Number to the Cockpit List View, I don't see Account Number as an available option.  I opened a support case and was told "The 'list view field config' (which is what you would need to add account number to) will only allow for date and number fields. Account number is actually a string field and we have tried a few ways to convert that into a formula number field which SFDC will not let us do." This is important to be able to allow CSMs to tell accounts apart just at a quick Cockpit glance.

1
sidhu
Gainsight Employee: Rookie
6 years ago
jennifer_bantelman
jennifer_bantelmanRegistered User
shared in CS Product Ideas

Make Customer field optional in CockpitImplemented

As part of my role here, I am in charge of the config, management, and disabling of proof of concepts in our late stage prospects. There are a lot of steps I go through here, and I'd like to manage this through a Playbook I've made. The catch is that these are prospects, so they don't show in my customer list in Gainsight, so I can't actually create the events in Cockpit. I would love to have a way to make the Customer field optional in certain CTAs.

2
dstokowski
Gainsight Employee: ACE
6 years ago
jason_macmurray
jason_macmurrayRegistered User
shared in CS Product Ideas

Integration with ZendeskImplemented

We'd love to see a Zendesk widget that would allow our Zendesk agents to see info from Gainsight within the Zendesk window.  

3
azuqua_bot
6 years ago
kaycee
kayceeRegistered User
shared in CS Product Ideas

Allow Non-Administrative Users to Change/Add/Delete Their Own Global FiltersImplemented

Currently only Administrators are able to add or make edits to global filters in Dashboards, but I think it would be beneficial for non-administrative users to have control over their own reports as well, instead of having to rely on the administrator to make edits to global filters.

1
sumesh
Shoshin
6 years ago
yossi_truzman
yossi_truzmanRegistered User
shared in CS Product Ideas

Ability to have the CTA Screen dynamically adjust on the CTA nameImplemented

As there is a lot of unused white space on the right, and CTAs are being truncated for no apparent reason.

4
yossi_truzman
6 years ago
kaycee
kayceeRegistered User
shared in CS Product Ideas

Last Modified Date in Modified CTA FieldsImplemented

Currently there isn't a way to track when fields within the CTA window were last modified. The Last Modified Date in the CTA gets overwritten each time a rule runs that is related to that CTA. It would be nice to be able to know when CTA fields get changed that is unrelated to the Rules Engine.

2
jd_griffis
6 years ago
bill_updale
bill_updaleRegistered User
shared in CS Product Ideas

Rename C360 Comments field titleImplemented

Would love to be able to rename the comments filed in the C360 Summary section from "Comments" to something else.  We use the field to display status updates and "Comments" is a very descriptive title.

1
sidhu
Gainsight Employee: Rookie
6 years ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Expanded search options in the Search by Customer fields on C360 and Gainsight dashboard tabsImplemented

Right now I only have the ability to search by Customer Name in the search field (top right corner) but in many, many cases we have multiple account numbers for the same customer.  We either need the ability to search by specific Account fields  OR when you search for a customer name, show  "Account Name: Account Number" so we can also see which account number is being selected.   Preferably the former.

5
ellenoangieslistcom
Champion
6 years ago
heather_ayer
heather_ayerRegistered User
shared in CS Product Ideas

Respect Task Dates for "Next 7 Days" in CockpitImplemented

Currently in the Cockpit, if you Group by: Due Date, your CTAs will show up if there is a task within it due "Today" and if it was due in the past it will show "Overdue". However, if a CTA has a task that is due within the week, it shows within "Upcoming" not "Next 7 Days". It would be nice to have consistency within the Cockpit and for all CTAs to be organized by the next task date.

1
sidhu
Gainsight Employee: Rookie
6 years ago
kara_simpson
kara_simpsonRegistered User
shared in CS Product Ideas

Success Snapshots and MDA DataImplemented

Success Snapshots will only look at Account or Instance Level data within Gainsight, which is a problem when we want to use data from the MDA (which we also have in the C360 section). This request is to enable the ability to use MDA data in Success Snapshots.

2
gaurav_kotak
Shoshin
6 years ago
tzundelgainsightcom
Gainsight Employee: Team Captain
tzundelgainsightcomGainsight Employee: Team Captain
shared in CS Product Ideas

Ability to send pre-message to survey distributionImplemented

Customers would like to be able to easily send out a "heads up" type of message to the distribution list prior to sending out their survey. Although they can send a message using Gainsight Email, it would be simpler if they could send it right from the survey module, and that would also ensure it goes only to those people who will then receive the survey.

3
tzundelgainsightcom
Gainsight Employee: Team Captain
6 years ago
steven_savaglio
steven_savaglioRegistered User
shared in CS Product Ideas

Survey NeedImplemented

We would like to create a survey using more than one NPS style question. Certainly the customer sentiment to rate the level of agreement (1-10) with a statement can be utilized beyond just "Would you recommend us to a friend or colleague?" How about an NPS score on "Would you recommend our CSM program?" The Gainsight survey process only allows for 1 NPS-style question and we'd like to see it modified to allow additional. We can customize the NPS question but we're restricted to only 1.

1
praneet
Shoshin
6 years ago
nicole_gemmer
nicole_gemmerRegistered User
shared in CS Product Ideas

Reports 2.0: Add data points (both counts and percentage) to pie chartsImplemented

Reports 2.0: Add the option to include data points (both counts and percentage) to pie charts in Reports 2.0 (and layouts!)

3
sumesh
Shoshin
6 years ago

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