CS Product Ideas
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Filter CTA status by Reason typesImplemented
I would like to have the option to filter a status by a reason type. For example, When I select the Reason to be Pre-Release, I want the status's to be -Customer Invited -Considered but not viable -Customer Participant -Customer Denied I dont want these status's to be available for any other Reason type. For example, I only want the status options for Go Live to be -In progress -Completed Thanks
Help Validate InstanceLevel data on LoadImplemented
We love the ability to view INSTANCELEVEL data graphically within Gainsight - but one of the critical pieces of doing this is the ability to drill down to 1 instance and see it's usage levels over time. While most of our instancelevel data works fine, there were a few weeks where the initial data was loaded without an "InstanceLevel ID" value. Without populating this value, the Instance Name doesn't appear within the Usage Data graphical view (Cust 360, etc.). We've fixed recent weeks and are correcting this moving forward, but I wanted to post this in case it can help other customers going forward: A good solution may be to simply setup a validation or alert to Admin that checks if a loaded record is an INSTANCELEVEL record - and if so - alerts if any of these critical fields are missing (Instance level ID, Name, & external ID).
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.
Display Contact Email and PhoneImplemented
On the CTA and Gainsight Task layout, when a Contact is linked, display the Contact Email address and phone number, pulling the data from the Contact Record. This is similar to what is available on a Salesforce Task. As an AM is processing CTAs, it will save time to have the email & phone readily available.
When viewing CTA's, you can see the Created Date; but I am not seeing any way to see the dates of other status changes or activity. Most obvious one is Closed Date - it would be extremely helpful for CSD and Admin to be able to see the date a CTA was closed to understand the history of the CTA. Maybe I'm missing something obvious? :)
In salesforce, when you have a data component that has a null value, by default it appears as a segment in a pie chart. We track "most recent use" date for all of our customers by quarter, and we have used a pie chart to track this in the past so that we can see how active our total customer base is. If a new customer hasn't yet used our product yet (or an old customer), we want to be able to see what % of the total this represents. However, because the value is null it doesn't appear in the pie chart. So we have to use two charts to approximate this total. We'd love to be able to view null values on the pie chart as well. Please VOTE IT UP!
Ability to copy and paste in Customers TabImplemented
It would be very helpful if users could copy and paste information from the Customers Tab. We have a database outside of Salesforce and our users sometimes need to copy and paste a customer number in order to look up information. The Customers Tab does not allow them to copy and paste thus requiring them to hand type in the customer number.
View Ranked items over period of timeImplemented
Channel performance is an important item we want to monitor over time. We have many types of Channels, up to about 30. Would like a way to graph just the top x number of channels over a period of time. Today the Ranking graph does not allow to see a trend of these channels over time.
In the Config options for the Cockpit list view; Status isn’t available to add as a column. Our CSD's have a fairly long list of CTAs (lots of accounts); which they prefer to group by Due Date; so the CTAs due in the near term are at the top. The problem is that they're not able to see the Status in the Due Date view which makes it more difficult to do their planning.
Goal: Provide insight into the frequency of activity and interaction with Contacts at an account and internal team members. Create a preconfigured rule to perform the following calculations to compose a prebuilt "Interaction" Score for each Account. * Examine the Activities object. Count the number of Activities for each week and create a relative score for the Account. * Offer an option to push the count of Activities into the Usage object * While not all companies will be logging their emails into SFDC, I'm sure quite a few are. * This could be extended to Tasks - many teams do use SFDC tasks, and though there could be some false positives due to mixing in the Sales persona, it is still a nice indicator for "Touch" at an account. * The only feasible option today is to create a calculated field to come up with a monthly calculation, but obviously you won't have trend.
Add token values to the CTA NameImplemented
I would like to add token values to the CTA name, similar to how we can with the comments. This could allow for more specificity in the CTA, for example: [X] P1 Cases filed [Y] % change in Spend this week. For instance level CTAs it could be valuable to highlight the instance that triggered the rule
Features graphs and dashboardsImplemented
First, it would be great if the features object was "report enabled" by default. Second, it would be very helpful to quickly analyze what features (updated in C360) customers are using by segments, industry, healthscore and other customer attributes stored in GS. Ideally, these reports would be built in dashboards in Gainsight (much like the Cockpit leaderboard). However, it would be great if we could answer these business questions by quickly building graphs using Report 2.0.
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
Our CSM team frequently asks to be able to group the CTAs by reason or priority. Currently the first is impossible and the latter is only available as a "sort" option. Moreover, they would like to see trends of CTAs opened by reason over time for all customers or by customer attributes (or per a particular customer). This will help them identify whether a specific customer has similar issues repeatedly, or whether this is a cross-organizational issue and a process needs to be fixed. Therefore, built in operational dashboards that show CTA trends would be great.
Improve the Cockpit's UIImplemented
I've trained a few of the CSM members and collected their feedback regarding the cockpit area here. My hope is that you could leverage this feedback to continue to perfect this functionality, which overall adds a lot of value to the team: 1) [b]Terminology [/b]- Many of the terms cross correlate to existing terms used in SFDC (Tasks, Opportunity, etc). For example: one of the CSMs has asked me whether a CTA of an opportunity type will now replace the use of opportunities in SFDC. 2) [b]Filter buttons [/b]- the pre-filter buttons in the header are hard to understand and/or are not comprehensive enough. For example: it's unclear what happens when you click "show closed CTAs" - would it only show closed CTAs or whether we will see all CTAs including the closed ones. 3) [b]Dialog Box [/b]- it's not easy to find the orange arrow that helps expand or collapse the CTAs. 4) [b]Snooze [/b]- It's not clear whether adding a reason for the snooze is optional or a "must have". it takes some pl
Having the CTA name derived from the rule name is a bit of an issue for a number of reasons: 1) Sometimes we have multiple CTAs created off of the same rule (it's more efficient). For example, I would ideally like to create one business rule pulling all the NPS scores, but then create one CTA named "Detractor score was received" and another for "Promoter score was received". Instead, I need to create two separate rules to have this quickly make sense to the CSM team. 2) The rule name should easily tell me what it's about, and that doesn't always match what I'd like to CTA name to be. I would love to be able to create a rule and call it "solution review reminder for growth accounts", so I could easily understand what it's about. In this case, I'd like the CTA name to be "Schedule a solution review".
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!
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
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..
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