CS Product Ideas
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Add AccountID to the Action Tab of the Results file that is created when manually running a rule. Currently, only Customer Name is shown on the Action tabs which make validation difficult when accounts have same or similar names. The AccountID is available on the Rule Results tab, include it on Action tabs as well.
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).
Add the ability to lock the scorecard measures so that they can't be overwritten by a CSM.Implemented
We need the ability to lock measures that are being set via the rules engine. If measures are meant to reflect usage data, case data, etc then we don't want the CSM to be able to overwrite the value.
Custom Scorecards For Custom C360 LayoutsImplemented
I love the new C360 layouts and we have built one out for our Gainsight Support Team. The issue that I have, however, is that we have built out MANY scorecards in our Gainsight instance and the only thing that I want my support reps to see are scores associated with "support" metrics. My request is to be able to pick and chose which scorecard metrics display on individual C360 layouts. For example, just bring in the "support" group for the support team.
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.
I just wanted to share this with the community. When you export a report from Gainsight, Excel doesn't recognize dates properly, meaning they don't get sorted properly. You can force Excel to see the cell as a date if you click into the cell and hit enter, but what if you have thousands of rows? Luckily, there's an easy way to fix this problem: 1) Highlight the column you want to fix 2) Click the 'Text To Columns' button on the Data Ribbon (see screenshot [url=https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/doc-stop-text-to-column-5.png]Here[/url] ) 3) Select Delimited option, then click Next 4) Make sure no checkboxes are selected, then click Next 5) Select the Date option for Column data format, then click finish Viola, your selected cells are now seen as dates by Excel! Hope that tip saves some time for you guys.
If you have a Sandbox org and it was upgraded with an early version of our November (5.4) release, you can submit feedback and ask questions in the new "[url=https://community.gainsight.com/gainsight/categories/gainsight_early_releasesandbox_feedback]Early Release/Sandbox Feedback[/url]" category here in the Community. Production orgs will be upgraded to the November (5.4) release on November 29, unless your organization opts out of automatic upgrades.
Right now in order to delete an outreach schedule you need to edit the outreach and then navigate to the schedule. There should be a delete schedule button next to the run, edit and delete button [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170607-42426-14yxqu5-Snip20170607_42_inline.png[/img]
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
Export confirmation from reportsImplemented
I created a new demo org and had the option on some reports to export the report to email. After clicking the export icon (attached) it did not give confirmation of doing so. This runs the risk of a user exporting multiple times without knowing the report has been sent. Can we add a confirmation pop up to confirm that the report should be exported? [img]https://d2r1vs3d9006ap.cloudfront.net/s3_images/1710354/RackMultipart20180302-15082-6gcim4-Screen_Shot_2018-03-02_at_12.19.34_inline.png?1519993453[/img]
When viewing a scorecard, I am constantly filtering the full list of clients based on the attribute showing on the scorecard (ie- usage scores above/below a certain amount, contract value above/below certain amount, etc) to get a specific set of clients that all have the same attributes. Sometimes I want to export this list, but when I click the export button, it doesn't apply the filters I had just set, it exports the full list- which isn't ideal.
Reports "Used In" UpdateImplemented
Currently, reports in the Repository only display their use in Dashboards and C360 sections. It would be beneficial for end users if the "Used In" section of the Report Builder Repository displayed Success Snapshots as well as Dashboards and C360 Sections (if applicable) so that these reports are not accidentally deleted though being used within Success Snapshots. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161101-93495-tai992-Snip20161101_55_inline.png[/img] [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161101-102226-i0l73c-Snip20161101_56_inline.png[/img] Thanks!
Great chance to network with other CSM's virtually (and for free) during PulseCheck on August 8th! Would love to see everyone there, who is planning on attending? Check it out here: [url=http://www.gainsight.com/pulse/check/]http://www.gainsight.com/pulse/check/[/url]
Detailed Export Failure ReasonsImplemented
Hi team, I'm not 100% sure of logistics surrounding this but it may be beneficial to include a more detailed failure message when end users receive export failure notices. For example, users currently receive a message that appears as below: " Your request to export the 360 view of "XYZ Account" could not be processed for any of the following reasons -1. The # of API calls for the day exceeded. 2. The size of the export file exceeded the file size limit. 3. There was an unknown error. Please contact Gainsight support if the problem continues. - Gainsight Customer Success Team " If possible, it would be nice to have a pointed failure message that we can further investigate in a more narrow path. Thanks!
New Docs & Training Videos on Gainsight GoImplemented
[b]New guides & tutorials on Gainsight Go:[/b] [list] [*][url=https://support.gainsight.com/Product_Documentation/CoPilot_and_Automated_Email/Examples_and_Tutorials/Tutorial%3A_Create_a_Power_List_using_Account_Data_Space]Tutorial: Create a Power List using Account Data Space[/url] [*] [url=https://support.gainsight.com/Product_Documentation/Surveys_and_NPS/Examples_and_Tutorials/Create_CSAT_Survey_Reports]Create CSAT Survey Reports[/url] [*][url=https://support.gainsight.com/Product_Documentation/Customers_and_Relationships/Admin_Configuration/Tutorial%3A_Managing_Multiple_Products_as_Separate_Relationship_Types]Tutorial: Managing Multiple Products as Separate Relationship Types[/url] [*][url=https://support.gainsight.com/Product_Documentation/Surveys_and_NPS/Overview/Comparing_Survey_Distribution_Options]Comparing Survey Distribution Options[/url] [*][url=https://support.gainsight.com/Product_Documentation/Data_Management_and_Integrations/File-Based_Integration/Load_Usage_Data_in
When we migrate the success plan type to target org, migration tool doesn't migrate field configured in success plan type. Tested locally and found success plan type is migrated but not configured fields in it. Your inputs are welcome to fix this or confirm the future plan to add in release?
Vault Use Case: NPS ProgramImplemented
This is the first in a series of posts highlighting specific use cases captured in Vault by a specific set of downloadable Assets. Today's use case will be how to build out an effective and insightful NPS program. [b]All of the following assets are found in the [u]Manage Customer Risk folder > Sentiment Risk sub-folder.[/u][/b] [b][u]Surveys:[/u][/b] If you haven't built your NPS Survey yet, download our pre-built one under the following title: [list] [*][b]General NPS Survey[/b][/list] [b][u]CoPilot Templates:[/u][/b] There are a number of useful CoPilot Templates to help you automate your NPS Program. You can download a Template to send out the NPS survey and a second to notify your CSMs whenever a survey is sent to one of their customers:[b] [/b][list] [*][b]NPS Survey Email[/b] [*][b]Internal - NPS Notification to CSMs[/b][/list][list][/list]To fully automate the NPS process, you can set up CoPilot Templates to reply to NPS respondents of all types. A
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.
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