CS Product Ideas
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When configuring the CS360 sections, you can choose which default report to show. This is fine. The problem I have is that the subsequent reports are not shown alphabetically. I would like to see in the drop down sections, the reports shown alphabetically, as they are shown in the Edit Sections view. See attached screenshots. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161110-62571-sc9f3q-01-_CS360_Edit_Sections_inline.jpg[/img] [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161110-82428-1qo3hfp-02-_CS360_Drop_Down_inline.jpg[/img]
Gainsight Usage Report: Survey licensed users should appear with user name & not as "Survey Site GuNo Status
Survey licensed users currently show up on the Gainsight Usage Report as "XXSurvey Site Guest User" (where XX is Workday in our case). It would be nice if these users were identified by name like all other users. We now have a fair number of these users and we'd like to see activity by individual. Thanks!
It would be great if the survey description only appeared on the survey pages. For example, our description includes "This survey should take less than 2 minutes to complete" and looks out of place when it appears on the same page as the thank you message that pops up at the end of the survey. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170127-37596-ai15o-Screen_Shot_2017-01-27_at_1-50-43_PM_inline.png[/img]
Enabling multiple Gsnap templatesNo Status
This idea came from one of my customers - they have customers of theirs that are in multiple geographies and that speak different languages. They like Gsnap, but as only one template can be selected by the Gsnap Admin at a time, they are not able to send a video message that has a different language email text template. Essentially the product idea is to allow creation of multiple templates (similar to CoPilot) and then the Admin can select which templates will be "active" and allowed to be selected by the CSM team. It would also be great to borrow the PowerList functionality from CoPilot in the case where you may want to send a less personalized video message to a large customer list - such as announcing a new release, promoting an upcoming event, etc.
Some of the data that is pulled into our C360 section reports is so large that not all the lines in the table are pulled in. When this happens, it would be helpful to have some sort of alert or indicator so that the CSM knows the data either needs to be paired down further or exported to review the full data set. This is currently causing confusion among the CSM's as it appears the data is incorrect or incomplete.
Prospect recently requested the ability to manually send an email template from the C360 page versus a CTA. Use case example. The customer is on the phone and request documentation regarding a new feature. Rather than having to write an email and reference support docs, it would be ideal to reference the Co-Pilot repository and send directly from the C360 Timeline.
Is there any way to make the size of the cockpit section on CS360 dynamic? It's a lot of wasted space when you have few (or no) CTAs. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161222-95088-5rz4xc-cockpit_inline.png[/img]
In SF you can related objects to each other using "AND" or "WITH". Data Spaces is great with relating objects "WITH" records but I would also like to see the ability to relate objects using "AND". Example is seeing an account with or without a product tied to it in the same report. Data space will show me all accounts with a product but I am unable to produce a report that shows account with or without a product.
Automatically calculate daily deltasNo Status
Hi -- we get daily snapshots for various products. In many cases it's a "current total" view. So on day 1 there are 100 actions and on day 2 there are 110 actions. Getting P&E to agree to send me "10" for day 2 instead of "110" can be difficult. It would be great if we could automatically do this kind of "daily delta" within Gainsight. The key is that the aggregate key needs to be definable. The calculated field in the rules engine can be used to accomplish this at the account level (with a bit of work) but in our case an account can have multiple objects and each have their own activity counts.
R360 dependent picklistsNo Status
I received this request via support. This is currently not possible. [quote] I have 2 custom picklist, one is controlling picklist and the other is dependent picklist on the gs relationship object. Those picklist are specified in the R360 view. So if some one edits the controlling picklist value and move to the dependent picklist, all the values of the picklist are shown irrespective of the value chosen in the controlling picklist. When saving the dependent picklist value, its showing update failed if the dependent picklist value is not mapped to the controlling picklist, which is fine. Is there a way that we can control the dependent picklist value so that in the drop down it shows the values mapped to the controlling field only even on the R360 page. [/quote]
I'm posting this in behalf of some of our customers. Some would like the ability to create a report based off of the Task Object, showing their Activities (SFDC Tasks) with the ability to quickly link back to the Activity's Detail. This would preferably work the same way that our Accounts quickly link back to our C360 page for more detail. Thanks for the help!
In data space, while traversing from one object to another we display the lookup field names but not the base object names.Can we also display base object names for a better understanding. I have attached sample example in screenshot [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170117-86982-9boy1e-DataSpace_Manager___Salesforce___Enterprise_Edition_inline.png[/img] In filter condition, currently we support only 'AND' condition. Can we also have 'OR' criteria to be added as well.
Increase limit on CTAs displayed in Cockpit (current limits filter to 1000 open and 100 closedNo Status
Currently the cockpit is limited to displaying 1000 open CTAs or 100 cosed CTAs regardless of the Advanced Filters applied. This makes the cockpit view of interactions misleading for our managers as they apply Advanced Filters for their Region and then modify the owner to All Owners. They do this to get a wholistic view of their team's interactions. Many closed CTAs are not displaying due to the 100 Closed CTA limit. Although they can continue to apply Advanced Filters to eventually find specific interactions, most of the time managers do not know enough detail to be able to continue applying filters. They use the Cockpit as a view of their team's CTAs and it's not reliable for them given the current limits.
When creating a report it is frustrating when I have to use multiple filters and an "OR" function for record type fields, ie case object the record type can be "incident", "work order", or "service request". It would be nice to simply be able to select each of these in one filter just like you can in SF on reporting "Record Type = Incident, Work Order, Service Request"
When a powerlist fails, there are currently two options for who will get the failure email. 1) If it fails on a scheduled run, the user who created the powerlist will get the failure email. 2) If it fails on a manual run, the logged in user that initiates the manual run gets the failure email. My question is, is there any plan to give an option to tell the system who to send failure emails to? We are imagining something similar to the way we do this in the rules engine, where I can say "Send email on Failure" to whatever email I enter in the text box, no matter who created the rule. The reasoning behind this is that sometimes a user will create a powerlist and then move to another team that no longer handles Gainsight. That user will still be getting the powerlist failure emails, but may not notify the existing Gainsight team, which can leave a powerlist failing for weeks without anyone noticing. Another scenario would be if the created user's
I have been talking with a customer who would find it very helpful if the question response charts and tables could also be exported. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170125-28561-q41x3i-Snip20170125_1_inline.png[/img]
The new email assist feature is great. The team has been starting to use it and the general reply has been "Cool! That's easy!" The frustration is that I can't set it to have the expected contact preset in the CTA. I frequently know who they're supposed to contact for the outreach, but I have to put that contact's name into the comments field an have the user copy and paste that into the "to" line when reviewing the email. The ability to [url=https://community.gainsight.com/gainsight/topics/ability-to-add-multiple-linked-objects-to-the-cta]relate CTAs to other objects[/url] already exists. We just need this to be a) enabled in the rules engine and b) accessed by Email tasks.
Add CTA from Customers ListNo Status
Would be great to have an option next to each customer in the list to add a CTA (similar to the add CTA from the Cockpit). If you have a customers who have similar company names, it's hard to find the right one, and you can click to the Customer from the list, but that's one more step than from the Cockpit.
Customer History objectNo Status
In Salesforce, we have an Account History object where changes to the records in that object can be tracked. It would be really helpful to have a Customer History object that would log changes to the fields on Customer Info object (date/timestamp, new value, previous value, who changed it) so that we can leverage historical changes in rules, reports, or when troubleshooting.
I want to be able to select which scores display in the UI report. Right now is seems like it defaults to all scores and we have several scores and only some are pertinent in some contexts. For example we have a set of white glove customers for which we want to monitor only specific application scores. The broader set of risk scores are not pertinent in this case.
Richer automation in CTAsNo Status
I've had at least two clients who have asked for richer automation options from CTAs. The idea is that after closing CTAs or specific tasks, you would get pop-ups suggesting other follow ups or next steps. Based on your response to the message, you would be redirected to the right section (or the actions will be done automatically) Examples: [list] [*]Configuring that when you close a "Risk" CTA, you would get a custom pop-up that would ask you "would you like to update the associated risk scorecard"? [*]For a CTA telling you to assign CSMs to a new account, you'll be able to choose the CSM to assign the account to right from the CTA. When closing the CTA, a pop-up asking you whether you want to email the CSM that he's been assigned and/or add this person's to the account team object in SFDC would appear, and help drive next actions [*]There can be many more examples, but the idea is to trigger custom behavior with logic from a CTA itself without having to go anywhere[/list]
Attach files to MilestonesNo Status
Our CSM team is looking for ways to quickly capture solution reviews or notes from meetings with customers. I believe the milestones could be the perfect section to do that, however, based on feedback I just received for the CSM team, a few things are left to be wanted: 1) [b]Seperate section[/b] - Currently, the milestones is a subtab of the usage tile. Therefore, it's somewhat "hidden" and is not quickly visible. This would also allow the CSM team to have the option of not exposing this section to the account owners who currently only have a viewer license and see the C360 page through the account widget. 2) [b]Click to add/edit text [/b]- Curently, there are too many clicks required in order to add a milestone. Ideally, the CSM team wants to be able to click and type (similar to how we edit the scorecard free-text area) 3) [b]Attachments [/b]- During a call with a customer, its easier to cature notes in a free form document. Sometimes, after a solution review the notes are b
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