CS Product Ideas

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1243 Posts

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
jeffrey_coleman
Champion
jeffrey_colemanChampion
shared in CS Product Ideas

Should the Salesforce header be automatically hidden on Reports?Implemented

When you go to Reports 2.0 the SFDC header hides automatically. I think (well, assume!) it's to provide some more screen real estate for the report. Except every time I'm done on that tab I have this moment of being lost. Most of the time I just go back to the Salesforce home by using my bookmark. I'm wondering if others have this same experience, or if it's just me. (I can accept if I'm just special. :-) My preference would be to leave the decision to hide the header to the user. If I need the extra pixels, I know how to get them. My second choice would be to at least put a link back to Administration in the header so I can get back to where I came from.

3
sumesh
Shoshin
6 years ago
tzundelgainsightcom
Gainsight Employee: Team Captain
tzundelgainsightcomGainsight Employee: Team Captain
shared in CS Product Ideas

Display # of Open vs Total Tasks on CTAImplemented

Angie's List's Account Managers would like a way to show the number of Open vs Total Tasks on a CTA (for example 7/10). That way they'd have a quick visual of how many Tasks had been completed on a CTA.

2
tzundelgainsightcom
Gainsight Employee: Team Captain
7 years ago
karen_wooten
karen_wootenRegistered User
shared in CS Product Ideas

Ability to better manage the scheduling of rulesImplemented

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!

5
sundar
Veteran Rookie
6 years ago
bkrempgesgainsightcom
Gainsight Employee: Rookie
bkrempgesgainsightcomGainsight Employee: Rookie
shared in CS Product Ideas

Ability to add multiple linked objects to the CTAImplemented

I know this is a fairly new feature but the ability to add multiple linked objects to the CTA instead of just one object would be awesome. In order to continue to increase user adoption, keeping users in Gainsight instead of SFDC is key and by allowing multiple linked objects, this will help greatly. 

17
nitisha_rathi
Veteran Rookie
5 years ago
kdehartgainsightcom
Gainsight Employee: Rookie
kdehartgainsightcomGainsight Employee: Rookie
shared in CS Product Ideas

Customer360 sections w/in Success SnapshotsImplemented

I've talked to a couple customers lately who would love to be able to add specific sections of the 360 into Success Snapshots. Most notably Summary section, Scorecard & NPS results. 

0
kdehartgainsightcom
Gainsight Employee: Rookie
7 years ago
marie
Gainsight Employee: Champion
marieGainsight Employee: Champion
shared in CS Product Ideas

Benchmarking against Customer CohortsImplemented

The ability to benchmark a customer against its cohorts would be a powerful tool. It would allow CTAs and Scorecards to really hone in on the stragglers within a cohort as well as allow the CTA and Scorecard configuration to grow with the business as opposed to pegging it to fixed thresholds. This would be so cool!

1
elaine_cleary
Champion
6 years ago
sarah_couch
sarah_couchRegistered User
shared in CS Product Ideas

Provide a drop down option for valid CTA "Types" to choose from when manually entering CTAsImplemented

Our CSMs currently use several predefined types of interactions to track activity with customers outside of Gainsight. As we move into Gainsight/CTAs to track all activities, it is important for us to have something like a drop down option when manually creating CTAs to allow folks to choose from a predefined list (so, rather than entering a "Subject I picture the drop down option appearing) and not enter free form text for the CTA Subject . This will enable us to maintain standards for reporting and tracking of our various types of interactions. Examples of the types of Activities we're currently tracking from a predefined set of options are: [list] [*]Account Update: this is more of a catch-all to track interaction with a customer that you want to make note of but is not necessarily tied to a scheduled meeting/milestone. [*]Training Strategy Meeting: A scheduled meeting but not one we can automate through a call to Action [*]Customer Steering Committee Meeting [*]etc (there are sever

4
somasekhar_bobba
Gainsight Employee: Rookie
7 years ago
kiersti_felska
kiersti_felskaRegistered User
shared in CS Product Ideas

opportunity linking from rulesImplemented

I have a rule that assigns a CTA when a new renewal opportunity is created.  How do I set the opportunity link on the CTA when it is created?

7
sundar
Veteran Rookie
4 years ago
elaine_cleary
Champion
elaine_clearyChampion
shared in CS Product Ideas

Add Chatter as a related list on the C360Implemented

Intradiem would like to ad Chatter as a related list on the C360 instead of having to leave that page to either go to the Account or view it with extra clicks from a CTA.  Neither Intradiem, not myself or Customer Support, could figure out how to do this even though we can access the AccountFeed object.  I also tried to "embed" the ChatterFeed page unsuccessfully.  It would be great if one of these methods would support the request.  Thanks!

2
elaine_cleary
Champion
7 years ago
kristin_f3c469
Champion
kristin_f3c469Champion
shared in CS Product Ideas

Manual CTAs - Select Playbook when creatingImplemented

When manually creating a CTA, have the Apply Playbook option available. This makes it all one step and helps to ensure the playbook is assigned.

11
linda_lam
6 years ago
michael_parker_eec55f
michael_parker_eec55fRegistered User
shared in CS Product Ideas

Allow CTA due dates to be based on calendar days (not only business days)Implemented

Gainsight can only set the "due date" for a CTA using business days. e.g. If the due date is "Rule Date + 30 days" it will add on 30 business days to the rule date, not 30 calendar days. This prevents me from creating CTAs where the true due date maps to an actual calendar date. For example, I thought an "easy win" to encourage adoption amongst our account managers would be to have a CTA fire 90 days before a renewal reminding them of the upcoming renewal, but this can't be done -- at least not with the proper "due date."

11
tom_wix
6 years ago
douglas_kelly
douglas_kellyRegistered User
shared in CS Product Ideas

Allow Reports 2.0 aggregates to have decimal placesImplemented

It would be nice if Reports 2.0 could be configured to include decimal points when it comes to percentages. This mainly applies to aggregate averages.

13
sumesh
Shoshin
6 years ago
bo_cameron_5b1c69
bo_cameron_5b1c69Registered User
shared in CS Product Ideas

Sync to Chatter - Need this on OpportunityImplemented

When CSMs are working through CTAs and Playbooks, and they comment and it syncs to chatter, it would be great to be able to so Sync the Chatter information to the Open Renewal Opportunity, as opposed to the Account Level, as the Renewal is where the CSM will be spending all of their time. Not the account at all.. 

3
dstokowski
Gainsight Employee: ACE
7 years ago
dariabrainerd
dariabrainerdRegistered User
shared in CS Product Ideas

Sponsor Tracking in WidgetImplemented

Is Gainsight planning on providing the option to display the  Sponsor Tracking section into the Account Widget?

6
azhar_uddin
Shoshin
5 years ago
sarah_couch
sarah_couchRegistered User
shared in CS Product Ideas

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.

15
sidhu
Gainsight Employee: Rookie
6 years ago
kdehartgainsightcom
Gainsight Employee: Rookie
kdehartgainsightcomGainsight Employee: Rookie
shared in CS Product Ideas

Ability to suppress CTAsImplemented

In Rules Engine - would like ability to control the number of times a particular CTA can trigger for a customer. For example: Only trigger a CTA of this description once every 90 days. 

5
scott_superko
6 years ago
tzundelgainsightcom
Gainsight Employee: Team Captain
tzundelgainsightcomGainsight Employee: Team Captain
shared in CS Product Ideas

NPS is an absolute number, as opposed to a percentageImplemented

Can we please change the NPS number so that it does not show as a %, so that it is in keeping with the industry standard? Some customers have also noticed this discrepancy.

1
sumesh
Shoshin
7 years ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
shared in CS Product Ideas

Playbooks: want to view/scroll through associated tasks easilyImplemented

From Cockpit > Playbooks, if a Playbook contains more than three tasks, you can't easily scroll or view the additional tasks. The display area is limited to a small box instead of a long column. While there is technically a scroll bar, either my browser (Chrome) or my mouse have a hard time hovering in just the right way in order to reveal the scroll bar. 

1
karl_rumelhart
Gainsight Employee: ACE
7 years ago
julia_guyadeen
julia_guyadeenRegistered User
shared in CS Product Ideas

Sort CTA tasks chronologically when I add a new taskImplemented

Tasks within a CTA should be sorted by due date. Currently the tasks are out of order, so it's not easily apparent what the next task is. 

4
stephanie_pellegrino
7 years ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
shared in CS Product Ideas

CTA color coding by priority rather than typeImplemented

I think it makes more sense to let customers use their CTA priority colors as a way to organize the List View, rather than CTA type colors. (Since CTA types are not customizable and neither are the colors.) To me, the red/yellow/green colors from the CTA types imply a priority which may not be relevant to the particular CTA.

1
sidhu
Gainsight Employee: Rookie
7 years ago
bkrempgesgainsightcom
Gainsight Employee: Rookie
bkrempgesgainsightcomGainsight Employee: Rookie
shared in CS Product Ideas

Enable the ability to turn-off/edit the “dongle“ on the C360 that allows direct access to SFDC objectsImplemented

Not all customers want direct access to the Account, Contacts, and Opportunities from the C360 page. I would find it helpful if you could edit the objects that have a direct access link or turn this button off completely. 

2
sai_ram
Grand Slammer
4 years ago
irit_eizips
irit_eizipsRegistered User
shared in CS Product Ideas

Creating milestones automaticallyImplemented

First off, kudos for adding the ability to add milestones automatically! We love using it, and have added a number of milestones automatically so far. Here's a few examples: [list] [*]Orig contract [*]Go Live [*]Transition to support [*]Reference call made[/list] However, there are a few enhancements we already have in the other type of actions, but would like to see those added to the milestones as well. There are also a few other enhancements that don't exist at all yet. Here's the short wish list for your consideration: 1) [b]Date range[/b] - I'd love to be able to add the milestone when a certain date field is populated. At this point, the source object related fields are still updated manually, and therefore sometimes it takes a few days before we know that the customer had been live for the past 7 days. A possible solution would be to create a criteria where go live date is equal or less than 7 days from rule date, however... sometimes it's more than 7 days, and it would be

4
sundar
Veteran Rookie
7 years ago
bkrempgesgainsightcom
Gainsight Employee: Rookie
bkrempgesgainsightcomGainsight Employee: Rookie
shared in CS Product Ideas

Link to the C360 page via the SFDC Account pageImplemented

You can easily access a SFDC account page from the C360 but this is not currently possible visa versa (unless you are using the Account widget.) Adding a C360 url link to the account page would be awesome

4
kate_popp
7 years ago
irit_eizips
irit_eizipsRegistered User
shared in CS Product Ideas

Scorecard: Setting a default value for scoresImplemented

We currently have to use the business rules to setup a default metric for some of the automated scores in the customer scorecard. Ideally, we would designate the scores to have a certain value by default, unless the condition of the automated rule (or manual criteria) is met.

3
sundar
Veteran Rookie
6 years ago

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