CS Product Ideas

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247 Posts

tom_gerth
Gainsight Employee: Champion
tom_gerthGainsight Employee: Champion
shared in CS Product Ideas

Ability to migrate system objectsWorkaround Available

Posting on customer’s behalf:   Hey all!  Currently when performing X-Org migrations, we are unable to migrate the schema or data for system generated objects.  This is a currently limitation of the migration tool but we’re wondering if there’s any plan to allow for these objects to be migrated in the future?

4
pgeorge
Gainsight Employee: Rookie
2 years ago
lokeshraovn
lokeshraovnRegistered User
shared in CS Product Ideas

calendar and meeting invites in Email TemplatesWorkaround Available

When building Email templates, Having placeholder or building a email template with Meeting invites and calendar blocks will be great. many times. The use case we are trying to build is Leveraging Copilot feature to send communication to our internal employees. These emails are Training and  Enablement session communications that will have calendar blocks and meeting invites. This use case can be leveraged to use with account contacts / customers as well. Thanks! ~Lokesh

2
K
Veteran Rookie
2 years ago
prithvi_vihari
Veteran Rookie
prithvi_vihariVeteran Rookie
shared in CS Product Ideas

{Posting on Behalf of Customer}- Flexibility with CTA and task Due Date OptionsWorkaround Available

Hey Team As of now the way the Due date on the CTA works such that The due date of the CTA is the Due Date of the Last task shown. However, if we have the ability to make this flexible withoptions such as Due date of CTA is equal to the Due date of the first unfinished task etc. It would be more flexible for the customers to choose amongst these options.

5
sai_ram
Grand Slammer
2 years ago
spencer_engel
Olympian
spencer_engelOlympian
shared in CS Product Ideas

Make Scheduler Clearer for Journey Orchestrator ProgramsWorkaround Available

Right now, scheduling a program is not very clear within the product. Once you publish a program, it runs once. The Admin then has to go back to the participants box, click on the participant sources box, and then edit the schedule to make sure it runs on the desired cadence. Seems like we could make scheduling programs a whole lot clearer - perhaps a pop-up box when the publish button is first pushed?

6
andreammelde
Golden Ruler
2 years ago
S
Shoshin
sai33335Shoshin
shared in CS Product Ideas

Using multiple templates in a single success snapshotWorkaround Available

multiple templates be configured within Success Snapshot and the CSMs be given a choice to use any of the templates when exporting success plan. CSM might want to make use of one template for one customer and another for a different customer.

3
rahul_prayakarao
Gainsight Employee: Veteran Rookie
2 years ago
kelly
All Star
kellyAll Star
shared in CS Product Ideas

Link to C360 from EmailWorkaround Available

As part of a Program we'll be deploying emails to internal contacts based on survey responses. The email will contain the Account name and a link to the survey response, but I'd like for the CSM to be able to click through to the C360 (the account details on the survey results link are not hyperlinked). A work around is to tokenize the account ID appended to the root hyperlink - but I can't tokenize the Account name and then make that a tokenized link to append the account ID. For example, the idea text would be 'A contact from [u]ACME Corp[/u] [C360 link] has completed the survey. See the results [u]here[/u] [survey results]'. From what I can determine, this isn't feasible. Instead, it has to be 'A contact from ACME Corp [token] has completed the survey. See the results [u]here[/u] [survey results]. Based on the results, [u]update the CTA on the C360.[/u] [C360 link]' This workaround is fine, but it would be great if a link to the C360 was

3
andreammelde
Golden Ruler
2 years ago
rajasekhar_parasu
Gainsight Employee: Rookie
rajasekhar_parasuGainsight Employee: Rookie
shared in CS Product Ideas

Unable to update SFDC User ID in user object via SyncWorkaround Available

Example:    One user was created in SFDC with username as abs@test.com with id as ID001. Whenever you sync the user data with it will create a new user and SFDC User ID will be updated as ID001   Now, the customer changed the username to abc.inactive@test.com and inactivated the user and then created a new user with the same username as abs@test.com with id as ID002.   Now if you run the sync SFDC User ID in MDA user object not updating as ID002. Because already we have a user in MDA with the same username.   So the new user unable to access the Gainsight data as he was not loaded with new SFDC ID  

2
U
Shoshin
2 years ago
H
Shoshin
harriseilenbergShoshin
shared in CS Product Ideas

Remove NPS Responses from C360 'Survey' PanelWorkaround Available

The Survey panel in the C360 has two tabs, “NPS Responses” and “Survey Responses”. I’d like to disable the “NPS Responses” tab as it is not applicable.

6
H
Shoshin
2 years ago
cmultanen
Champion
cmultanenChampion
shared in CS Product Ideas

Allow Multiple Same Type Sources in Journey Orchestrator ProgramsWorkaround Available

It's current possible to create a program that has multiple source types but not multiple sources of the SAME type. We are limited to only using one Query Builder, PowerList, or CSV source per Program. From and admin and analytics perspective, it would be very helpful if we could use multiple sources of the same type so that we wouldn't need to duplicate/create additional variants.

4
phani_kumar
Gainsight Employee: MVP
2 years ago
krishna_reddy_k
Gainsight Employee: Veteran Rookie
krishna_reddy_kGainsight Employee: Veteran Rookie
shared in CS Product Ideas

Expose Source Schedules of JO Programs to build ReportsWorkaround Available

Hello Team,   I do not think we have a way to build a report to see in which program the source is scheduled.  One of my customers has 198 programs and out of 198, 150 are active(few of them are one time, few of them are ongoing). If we want to know which is one time and which is ongoing, we can look at source schedule. But right now, we do not have option to see this in the reports. We have to open the Program and see the schedule info. This is impossibl to open all the Programs and customer is getting frustration.   Do we have any solution for this? If we do not have, Can we get this feature/option?

2
sai_ram
Grand Slammer
2 years ago
katie_b
Champion
katie_bChampion
shared in CS Product Ideas

Link from Objective CTAs in Cockpit directly to Success PlanWorkaround Available

As we’ve started using Success Plans more and more we’ve found navigating to/from them to involve more clicks than we would like. Since most of our CSMs live in their Cockpit and manage success plan objectives from there, I’d love to see a link in the CTA detail view so they could navigate directly to the success plan for that particular objective instead of first to the C360/R360 page>Success Plan>select success plan from the drop down menu (if there are multiple). Ideally I’d love to see it in the top of the CALL TO ACTION tab (just under the Account and Relationship links), but could also make due if when we add the Success Plan Name field to the custom layout configuration for Objective CTAs that it would become a link.

2
katie_b
Champion
2 years ago
C
Veteran Rookie
cynthiamVeteran Rookie
shared in CS Product Ideas

Ability to clone a custom view in cockpitWorkaround Available

I’m creating several custom cockpit views to share across my team and many have just slight modifications.  I’d love to be able to clone a custom view (when created in the CTA settings) to speed this up.  Also, it’d be great to be able to create a custom view from my personal cockpit or some other way to share across the team. 

2
C
Veteran Rookie
2 years ago
katerina_nemcova
Champion
katerina_nemcovaChampion
shared in CS Product Ideas

Success Plans - ability to vie Collaboration tab in the Share with others linkWorkaround Available

Hi Success Plans - Are there any plans for to enable the Collaboration tab when sharing SP with others?  Our use case is as follows:  Our CSMs create a number of key account plans in Excel/Powerpoint. Due to the the  template format/sharing these with customers, we won’t be able to fully transfer them to Success Plans (ie. make full use of the objectives/timeline functionality.) Yet with the number of CSMs/accounts, we need our managers to be able to track whether these plans exist, last modified date and view the attachments. Currently we use Success Plans of a specific type and ask CSMs to attach a latest copy of their template to the Collaboration area, and then share the plan with their manager. Managers however cannot see the attachments via the share link, only when they enter the plan directly. With excess of 50 accounts per manager, it would be so much easier for them to use the existing functionality of sharing SPs and then having the ability to download an attachment directly

4
aditya_marla
Shoshin
2 years ago
heather_hansen
ACE
heather_hansenACE
shared in CS Product Ideas

Success Plan Reporting: Drafts and ObjectivesWorkaround Available

Not sure if anyone else has noticed this, but I have a report that my teams use to show overdue CTAs, and it's including objectives from Success Plans that are still marked as Drafts. I can obviously add an exclusion to the report to remove them, but it didn't make sense to me that those should be included, especially since they are excluded from showing up in the cockpit. Support informed me this is intended, and suggested I post here. It's been very confusing for my leaders and CSMs, so thought others might also want to be aware.

9
R
Veteran Rookie
2 years ago
joseph_siudzinski
Gainsight Employee: MVP
joseph_siudzinskiGainsight Employee: MVP
shared in CS Product Ideas

Create Dropdown Category from Field CreationWorkaround Available

I think it would be super helpful if we could create dropdown list categories from the field creation page. Previously it made sense to have that only in data management because fields were also created there. Now with NXT, you create fields in the Company/Relationship/CTA tabs within admin so having to bounce into data management is an odd workflow. Additionally, I wish it were like SFDC where you could choose to leverage and already existing category (in SFDC speak that would be using the global picklist) OR you could create a new category from the field itself (like SFDC). It's pretty rare to use the same dropdown category for multiple fields.

1
R
Veteran Rookie
2 years ago
V
Gainsight Employee: Shoshin
vijayasaileshGainsight Employee: Shoshin
shared in CS Product Ideas

User wants to delete data on High volume object using Gainsight APIWorkaround Available

User wants to delete data on High volume object using Gainsight API

5
sai_ram
Grand Slammer
2 years ago
S
Gainsight Employee: Rookie
SKondreddyGainsight Employee: Rookie
shared in CS Product Ideas

NPS Survey Question should have an option to show only three options such as Not at all likely, Neutral, Extremely likelyWorkaround Available

Hi Team, One of customer is looking to have the NPS Survey Question with three options such as Not at all likely, Neutral, Extremely likely with the smileys instead of having the 11 number as an option. So once they selct and save the survey with any option as an response they should be able to see those responses as an Detractors, Passives, and Promoters Responses.

4
sai_ram
Grand Slammer
2 years ago
logancottle
logancottleRegistered User
shared in CS Product Ideas

NPS Survey | In-Survey Dynamic Follow up ResponseWorkaround Available

Hi there! I’m not sure if this has already been posted or suggested, but I thought I would drop the idea here and see if it would be helpful or useful. We recently thought about switching from running our NPS Surveys from Delighted to Gainsight due to the automation available in Gainsight that Delighted doesn’t offer. Right now when we send a survey through Delighted it sends out to the customer via email, they open up the survey and they are able to respond with their rating 1-10. Once they respond, Delighted allows for us to present a page that is different depending on whether the response is a Promoter, Passive, or Detractor score. For example, if a customer leaves a 3, the next page they would see is, “We are sorry that you have had a poor experience…your satisfaction is our top priority...Please reach out to this email for additional help...”. If they were a promoter they would get a different page that would say, “We are happy to see you are satisfied with our product!”. We like

2
sai_ram
Grand Slammer
2 years ago
jake_ellis
Gainsight Employee: Veteran Rookie
jake_ellisGainsight Employee: Veteran Rookie
shared in CS Product Ideas

SMS Integration with Journey OrchestratorWorkaround Available

Instead of sending an email, it would be great to have the option to send an SMS during a JO program as a form of outreach. The big issue would be spoofing the number to make it seems like the text is coming from the CSM or company number.

2
dstokowski
Gainsight Employee: ACE
2 years ago
heather_hansen
ACE
heather_hansenACE
shared in CS Product Ideas

GS License TypeWorkaround Available

One of our Tech people had a suggestion around licenses. We have instances where someone who is not in GS day to day might need access to check something. For example, some on the performance analytics team might want to be able to access it once a month to check that the health score is displaying properly. Today, that person has to be assigned a license. His idea was to create a separate type of license that would be similar to an Admin license except that it would only give limited access to the areas someone would need to troubleshoot.

3
V
Veteran Rookie
2 years ago
A
Anonymous
shared in CS Product Ideas

Closed Success CTAs should have a darker background colorWorkaround Available

I find that I sometimes get visually caught up in a Cockpit when looking at All my CTAs. The only visual difference between my active and closed sucess CTAs is a strikethrough effect and blue checkmark. If the background color of the CTA were just a little darker, I think the UI would look cleaner for me. At quick glance, I could easily tell which CTAs were closed success and which were active without having to sort them.

7
A
2 years ago
lara_johnson
Shoshin
lara_johnsonShoshin
shared in CS Product Ideas

Share hyperlinked resources in the success planWorkaround Available

Our users will often include hyperlinked resources for customers in their Success Plans. When the users go to share the customer’s plan the hyperlinks are stripped out. It would very helpful is the success plan share feature supported hyperlinks. 

3
sai_ram
Grand Slammer
2 years ago
spencer_engel
Olympian
spencer_engelOlympian
shared in CS Product Ideas

Expand logging back email information to more SFDC objectsWorkaround Available

Allow admins more options for where they want to log emails back to SFDC. For example, if they want to log a support-related outreach back to the case object, let them do it here instead of creating a rule that merges a bunch of different objects. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190909at10-42-52AM-e64f0804-c4ef-4c19-9ac7-d8bde032a8d4-1751567178.png[/img]

4
colin
Shoshin
2 years ago
samantha_braastad
Champion
samantha_braastadChampion
shared in CS Product Ideas

Allow for multiple MDA lookups between various MDA tablesWorkaround Available

We have multiple data sources that are pulled into the MDA tables to track customer usage information. When reviewing the data, it would be ideal to create a single report that pulls from more then one lookup table at a time so that a single table can contain data points from 3+ data sources.  For example, we receive the following data files on our customers:  [list=1] [*]User profile data/access level [*]User logins [*]User usage[/list]The unique identifier in each report is the users email address. I would like to build a single report that provides the user profile information, an aggregation of logins over a given time period, and an aggregation of their key usage behaviors. Because I can only link the email to one other MDA table, I am unable to get all three datapoints into a single report.  

3
phani_kumar
Gainsight Employee: MVP
2 years ago
roelf
roelfRegistered User
shared in CS Product Ideas

Need ability to track time in success plan objectives and CTA'sWorkaround Available

I would like my CSM's to be able to log the amount of time, in minutes, it takes them to perform their various actions associated with CTA's and objectives.  I can do this in activities but an activity is not as powerful as a CTA.  [b]OR the other option is to allow my CSM's to link activities to CTA's! [/b]This way we could easily run a report on the amount of man hours it took to achieve a CTA/Milestone in the success plan.   CSM programs must be able to show their value to an organization as it relates to expense margins. This type of measurement would GREATLY help in this effort.  

10
kleasure
Shoshin
2 years ago

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