CS Product Ideas
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I recently found out via a support ticket that sometime in the recent past, we stopped writing back custom attributes to the AO Participants table in order to accommodate an “enhancement” of allowing the mapping of 50 custom fields of any type (rather than limiting admins to 6 string fields, 3 date fields, etc.). I think we should fix this and do so soon. I have to think most admins would much rather have the ability to easily report on these custom field mappings if the tradeoff is being able to map more fields that they won’t be able to report on anyway. The “solution” I was given was to download a CSV of the participants from the program itself, load that CSV to the MDA, and then join it back to the AO Participants table. This is not scalable. Admins want to be able to map more custom fields because they want to report on them.
Relationship Timeline & Customer TimelinePartially Fixed
Thinking about how to use the Relationship Timeline and the Customer Timeline. As the GA, I would love:[list=1] [*]The option to roll the Timeline activities from the Relationship to the Customer Timeline and show which Relationship it is from. [*]The ability to determine who can see the Customer Timeline--just as you can customize C360 views. [*]To make Timeline entries read only; create, edit, or delete their own entries; or modify all permissions at the Customer level. [*]To go a step further, possibly add the ability to create a Timeline event at the Customer-level and--as with Relationships in Cockpit--add the Relationship it should be tied to.[/list]
Adjusting columns on the new cockpit viewImplemented
Hey! I was checking out the new view on GS, and noticed that adjusting columns is difficult. You can’t shrink them to the size you want, and you can’t expand columns without having the columns to the right be pushed farther out of view. See video for reference. https://share.vidyard.com/watch/DoPZ74CDXGJuoND5qkcnGP?
Right now in dashboards, it is possible to reset any report container back to its original state that exists in report builder. For example, you change one of the filters but forget what it was originally. If the dashboard is using global dashboard filter this option is not there. So say you modify one of the non global filters and forget what the original filter was set to, there is no easy way for a user to reset this without removing the container in the dashboard layouts and adding the report back. I think you should be able to reset the report container to the original and then have the global filter still be there.
Survey Link in CTAsImplemented
Hey all, I am posting this on behalf of a customer that had a question about Survey CTAs. What they would like to see is the ability to put a link in the CTA that is fired off from the Survey tool that will direct the CSM straight to the survey question so that they may have quicker access to the finer details of the survey response. This would keep the CSM from having to go through the CTA then navigate to the customer's CS360 page and grab the details from the Survey section of the page. Do we have any other requests for something like this or have it anywhere on the roadmap? Thanks!
Both our account managers and CSMs use Timeline which is great, the bad part is that they aren't able to collaborate on meeting notes. We have situations where there is a customer meeting, and then both the CSM and AM post notes recapping their insights from the meeting and it clogs up the timeline. Is an improvement coming where team members can collaborate on a timeline post?
Support confirmed that what we are seeing on the Salesforce side of this sync is actually known/expected behavior. In the UI, the rich text is respected and saved accordingly, however when it is synced back to Salesforce, it is saved as plaintext, therefore all formatting is stripped out and it will appear in that way. The only way to view this with richtext is to view it in the Timeline view in the CS360. --> Is this something that will be improved in the future? For the AE's it is not be that ideal for follow-up if they have to read through the block of text the Coaches made on the account.
Ability to Edit Journey Orchestrator ProgramsPartially Fixed
I continually hear that this is a commonly requested feature but was surprised that there doesn't seem to be a post specific to this topic (searched by Programs and Advanced Outreach) vs the one off requests for individual program functions. I have to highlight just how frustrating it is that you cannot edit a published Program (save for the schedule and entry criteria). [url=https://community.gainsight.com/gainsight/topics/modify-advanced-outreach-query-after-it-is-published]You can't change the query[/url] [url=https://community.gainsight.com/gainsight/topics/ability-to-break-the-connections-in-advanced-outreach]You can't add or remove a step[/url] [url=https://community.gainsight.com/gainsight/topics/advanced-outreach-creating-a-cta-is-it-possible-to-limit-to-once-per-account]You can't tweak the settings of a Create CTA step[/url] (this required duplicating the journey twice to to try a different setting and then remove the step due to the bug) You can't adjust the wait
Syncing CTA status "In Progress" with task statusResponse from Customer
Our team often indicates "In Progress" for one or more CTA tasks. Which they then have to also update the overall CTA status. It would be a nice UI feature to have the CTA automatically update to "In Progress" when any task was set to this.
Similar to [url=https://community.gainsight.com/gainsight/people/melissa_i_7321356]Melissa[/url]'s recommendation in "[url=https://community.gainsight.com/gainsight/topics/need-the-ability-to-report-on-external-contacts-within-timeline-activity?topic-reply-list%5Bsettings%5D%5Bfilter_by%5D=all]Need the ability to report on external contacts within Timeline Activity[/url]," it'd be nice to have the ability to report on Internal Attendees from the Activity Timeline. [b]Use Case[/b]: My technical team (TSMs) often join CSMs on phone calls, emails, etc. I would like to run a report and see how often my team is listed on an Activity as an "Internal Attendee" to help understand our impact.
Increase character limit when emailing to TimelineUnder Consideration
Is there a way to increase the character limit when emailing to TImeline? Or a different alternative to the solution of encountering the limit? I don't like the idea of miles long email chains being logged, but how else can Email to Timeline be used if the chain is long?
I'm very happy to see that you can now create a Success Plan template! However, I'm finding a very important feature is missing - allowing an objective to dynamically be assigned based on a lookup value. Instead, it only allows me to assign an objective to a single User, and if the template gets assigned to any account the CSM will need to go in and reassign each objective. It would be great if we could dynamically assign based on a lookup value -- like I do with CTA's for my CSMs, TAMs and Executives.
C360 Sections: Need ability to pull reports onto Related List from different SourcesUnder Consideration
I appear to have to create a separate C360 section for each Object Source from which I want to display reports. Some of my data exists in similar, but separate, MDA objects. I want to be able to pull a report from one MDA object (Omni Data-Prod) and another report from a different object (User Adoption) and appear as Related List in the same C360 section but I don't appear to be able to do that. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20151027-11125-11zjvz-Screenshot_from_2015-10-27_13_43_02_inline.png[/img]
A/B Testing for CopilotWorkaround Available
We are looking for an easy way to split a power list in half to send a message to one sub group and a slightly different one to another sub group to compare the results. Of course, we can set up a flag and populate it. I am just looking to see if we can do it easier than that. Is this something we have considered as a feature for copilot?
Make global timeline filters stickyImplemented
I really appreciate Global Timeline. It's so much easier to see activities in an easy-to-digest fashion. However, one pretty important enhancement I'd like is sticky filters. I'm often looking for pretty specific information on Global Timeline when I go there and therefore have to rebuild the same filter logic over and over anytime I log back in. Thanks!
Person Section in C360Implemented
Hi All, We are thinking about a new 'Person' section in C360 / R360 where you can view and manage (add/edit/delete) all the external people in the context of a customer. Some of the features we are thinking for this section are: [b]End User Functionality:[/b] [list] [*]See and edit person’s information such as Name, Email, Title, Location, Phone #, Social media links. Edit some of the information inline. [*]Ability to create a new person. [*]Option to view people in tabular as well as in an org chart view (by identifying another person as the reporting manager). [*]Users should also be able see other tabular views of people based on reports configured by the admin. [*]See last touch point / activity from any person (e.g. NPS Response, Activity from Timeline) [*]Capture notes / comments for any person (e.g. Group Leader, Willing to give a video testimonial or be a referral etc.) [*]Eventually the Sponsor Tracking feature would work on top of this section. [*]Take a
If anything is changed on CTA, CTA status should change from "New" to "Work in Progress".Under Consideration
If anything is changed on CTA by our CSMs, such as CTA due date or any comments or posts recorded, should change from "New" to "Work in Progress". That shows that the CSM has engaged with the CTA to some extent. At least having this option as a checkbox ("Change Status Based on Activity" on the Cockpit Configuration section on the admin page on Gainsight) would be great.
Would be very helpful to select columns in tabular reports where you could wrap text, especially if the Column Headers names are longer than the data that resides in the column. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180308-124111-1b3d6ly-Screen_Shot_2018-03-08_at_7-35-50_AM_inline.png[/img]
We have data streams coming in via MDA with names that, while applicable, are not ideal for reporting purposes. Would like the ability to rename labels on a Report legend. i.e. in attached example, I would like to be able to change "docs-view" to read "Documentation" when I create the report in Reports 2.0. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20150921-11748-1q1dabh-Usage_by_Content_Type_inline.png[/img]
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