CS Product Ideas

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723 Posts

R
Shoshin
Ricardogs18Shoshin
shared in CS Product Ideas

Copy Rule TasksAcknowledged

Hello!I am not sure if this idea has been brought forth, when I am constructing rules, I often need to either reuse the same task for whatever reason.I wished we have the ability to copy tasks in Bionic Rules without having to recreate the whole task object.  A good example of this is when I am looking at CTA’s and trying to determine where they are or what criteria we want to use to trigger future CTA’s or close the ones that are already open.

7
rakesh
Gainsight Employee: ACE
1 year ago
prithvi_vihari
Veteran Rookie
prithvi_vihariVeteran Rookie
shared in CS Product Ideas

Better Handling of Date Format on Intercom ConnectorAcknowledged

Intercom Connector by Default stores Epoch Values in the date fields. When we bring them in we can only map them to String or Number but not to a Date datatype field. Would it be possible for us to better handle this scenario by automatically converting the Epoch number coming through into date time field format? PS: We don’t have date time Formulas in Gainsight to perform this on our own and get the EXACT date and time so the Connector doing this would be a better way.

2
P
Shoshin
1 year ago
J
Veteran Rookie
jochleVeteran Rookie
shared in CS Product Ideas

Email Assist Recipient SelectionAcknowledged

Rather than having to remember the names of individuals to send to in an email assist, it would be nice to have a look-up/check boxes when clicking the To field . A select all option would also be nice.

5
C
Shoshin
1 year ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Horizon Analytics - allow option to display Last Modified BY in Scorecard Mass EditAcknowledged

The addition of the Show/Hide Last Modified Date of an individual measure on the Scorecard Mass Edit report in Horizon Analytics is a wonderful addition!  Would be great if we could also have the option to Show/Hide Last Modified By as well.   

4
shantan_reddy
Shoshin
1 year ago
ana_g
Olympian
ana_gOlympian
shared in CS Product Ideas

Schedule Resuming of JO Programs (not just initial launch)Acknowledged

Sometimes we pause a JO program to troubleshoot an error or for other reasons, but would like to resume the program at a set future time without someone having to remember to do so manually. It would be great if we could also schedule when the program is resumed after it is paused.

2
C
Shoshin
1 year ago
V
Gainsight Employee: Shoshin
vijayasaileshGainsight Employee: Shoshin
shared in CS Product Ideas

When date time field is added in unique criteria duplicate Participants are getting added to the ProgramAcknowledged

Hi,When date time field is added in unique criteria duplicate Participants are getting added to the Program  and receiving multiple Emails  Regards,Vijayasailesh Katuri

3
sai_ram
Grand Slammer
1 year ago
A
Veteran Rookie
AgassiTranVeteran Rookie
shared in CS Product Ideas

Allow Dynamic Thank You Page in SurveyAcknowledged

With reviews of a company being so important in this social media/digital age, it would be great if we could apply logic or conditions to the Thank You page at the end of the survey (when the customer hits the submit button).Use case would be: a customer leaves a 5 CSAT or a 9/10 NPS and when they click on the submit button, they would be redirected to Google Review, Yelp, G2, etc. All other ratings would just be shown the general Thank You page.Since the customer is already in the moment and mindset of leaving us a feedback, it would be great to provide them with a option to leave us a review immediately after.Obviously, we could do that with JO. Send a follow up email after a survey is submitted, but often a customer might not see that follow-up email or go to their inbox after completing the survey.  

3
darkknight
ACE
7 months ago
S
Gainsight Employee: Rookie
SrikanthGainsight Employee: Rookie
shared in CS Product Ideas

Can we send an alert when there are changes in Dropdown fields?Acknowledged

Can we send an alert when there are changes in Dropdown fields.

4
P
Shoshin
1 year ago
S
stuvRegistered User
shared in CS Product Ideas

Task sync to Microsoft To do TasksAcknowledged

Gainsight works well for updating relationship timelines,  entering the meeting highlights and capturing action items. The lifecycle of the task that needs to be taken into consideration and productivity tools such as Microsoft To do are incredibly useful. Getting things done and following up on action items is key for maintaining trust and integrity with our customers.There are also other tasks that exist outside of Gainsight and in order to prioritise tasks, it is best practice to have a holistic view of the pending action items.Todo task groups are stored in the Exchange mailbox and can be administered with the Task REST API. https://docs.microsoft.com/en-gb/previous-versions/office/office-365-api/api/version-2.0/task-rest-operations As a first phase, I would like the task to be created in Gainsight as an action item from a meeting. On save it should use the API to create the task and the task should then be set to complete in Gainsight. As a 2nd phase, a 2 way sync would be ideal s

4
N
7 months ago
S
Veteran Rookie
sandeepchidiriVeteran Rookie
shared in CS Product Ideas

Create a timeline activity from the rules engine that is NOT a milestoneAcknowledged

Hi Team, Currently from rules we can create activities only for milestone type , In our road map do we have any possibility to give the option to create for other activity types as well ?

4
M
Shoshin
7 months ago
andreammelde
Golden Ruler
andreammeldeGolden Ruler
shared in CS Product Ideas

Email Log and Email Raw Events Need a Unique IDAcknowledged

It is very difficult to identify an unique record in the Email Log and Email Raw Events objects. They do not have the standard GSID, GS Created Date, GS Last Modified Date, or GS Creator User. We are trying to export this data to our BI tool and want to upsert on a specific identifier field. With Email Logs, not having a last modified date makes it very difficult to use a date as qualifier so that we do not have to resend the full dataset. Additionally for reporting in GS, we cannot easily filter bc all the dates are split into their own columns For Email Raw Events, each record is unique yet it does not have a GSID. So I have to try to combine many columns in a concatenation but that gets very messy.

6
darkknight
ACE
10 months ago
andreammelde
Golden Ruler
andreammeldeGolden Ruler
shared in CS Product Ideas

Be able to have an anonymous link option with non-anonymous surveysAcknowledged

We have a use case for training where our trainers would like to provide a link to the survey at the end of training, as well as us send it automatically via JO. If we send via JO, it would be great to capture the name and company information, but we want to send the same link via a link which requires it to be anonymous. It would be great to be able to send a generic link out regardless even if the survey is not anonymous. This would also be helpful for CSMs to be able to send links to their customers for various things

2
richa_bala
Gainsight Employee: Rookie
10 months ago
heather_hansen
ACE
heather_hansenACE
shared in CS Product Ideas

Export Option on NPS 2.0Acknowledged

Our Marketing team loves the NPS 2.0 tab, and it would really great if there were some export options on that tab.  For example, my Customer Advocacy Manager adjusted the filters to display the results she wanted, and then, would have loved to be able to export the list of responses into a CSV file.  I know you can rebuild the reports in Report Builder, but for someone who doesn’t need to build reports at all or know how to navigate report builder, adding an export option on the tab itself would be a quick way to get the info without having to reach out to me for a report.

2
richa_bala
Gainsight Employee: Rookie
1 year ago
K
Team Captain
kumaranbcakTeam Captain
shared in CS Product Ideas

Data designer MDA table must allow the admins to edit and add lookup at the field levelAcknowledged

MDA generated by DD are read only. The Gainsight architecture must allow the Admins/Developers to edit the existing fields add more fields to the MDA table

5
narayanan_s
Team Captain
1 year ago
jaw
Team Captain
jawTeam Captain
shared in CS Product Ideas

Average NPS By CustomerAcknowledged

Hi there!My org launched the Annual 2020 Client Satisfaction Survey and we have been tracking the average NPS by client.In the past, we have sent CSAT surveys to multiple individuals within a customer and were able to view the customer average NPS in NPS 1.0. I noticed since migrating to Survey 2.0 and NPS 2.0 the option of viewing the average NPS at the customer level is not available. The only option is to view the NPS at the respondent-level and we have to separately calculate the customer average NPS. The absence of this feature was observed by senior management and we want to understand why this particular feature was removed from NPS 2.0. Moreover, can this feature be added to NPS 2.0?@spencer_engel Thanks,Jasmine 

5
richa_bala
Gainsight Employee: Rookie
10 months ago
darshana.shah
Team Captain
darshana.shahTeam Captain
shared in CS Product Ideas

CTA and Timeline Status connectionAcknowledged

HELLO AWESOME Product team, So I just had a conversation with a CSM and they had a great idea. The way we use CTA/Timeline is when a CTA is created we encourage our CSM to entry timeline entires from the CTA so that all driveable and driven action are group together in one place for a particular situation. So when that CTA goal is complete they are asked to close the CTA and move on. This action also then closes all the active task but the timeline entry stay active. MY ASK: is there a way of closing the timeline entry that are attached to a CTA when the CTA is closed? Again I always like to recongnize that you guys have to build for the masses. Not sure if that would be an all or nothing solutions or possible an option within Admin settings.  Best Regards, Darshana Shah@kate_green  @kate_peter 

4
Chirag
Shoshin
1 year ago
V
Gainsight Employee: Shoshin
vijayasaileshGainsight Employee: Shoshin
shared in CS Product Ideas

User wants to add emails to the Success Plan Timeline using Gainsight Assist in OutlookAcknowledged

Hi,User wants to add emails to the Success Plan Timeline using Gainsight Assist in Outlook As we currently support only Email to Global/C360 timeline for an account, User wants to load them in SuccessPlan timeline  

2
mary_taylor
Veteran Rookie
4 months ago
angela_domenichelli
Champion
angela_domenichelliChampion
shared in CS Product Ideas

More than 1 Playbook for a CTAAcknowledged

We are finding that CSMs like to “bundle” their work to complete multiple units of work in a single performance coaching CTA / call.  My idea is to allow multiple Playbooks to be associated with a single CTA.  For example, we might create 3 CTAs to the CSM that they ultimately plan to address in a performance call.  CTA-A, Playbook 1: fires 3/1CTA-B, Playbook 2: fires 3/5 (we wouldn’t know on 3/1 this is happening)CTA-C, Playbook 3: fires 3/20 (we wouldn’t know before 3/20)The CSM already had a call scheduled for 3/25 and the requests are not urgent enough to warrant a stand-alone call.  Ideally, CSMs could add Playbooks 2 & 3 to CTA-A and have everything centralized for the talking points, follow-up, and timeline entries related to all 3 playbooks. Ideally, we would as admins love to be able to bundle these processes together for the CSMs without having to re-create the same tasks in multiple playbook for every possible configuration.  It would be ideal to have logic that says, wh

7
sriram pasupathi
Shoshin
1 year ago
K
Team Captain
kumaranbcakTeam Captain
shared in CS Product Ideas

Unique Identifier for AO Failed Participants History MDAAcknowledged

Hello Team, Recently I came to know that there is no unique Identifier for the AO Failed Participants History MDA. Apparently we are tracking all the Failed Participants. But there is no way to identify for which program the failure happened. Since, there is no unique identifier it becomes difficult to manage/manipulate the AO Failed Participants History MDA records in the downstream/integrated applications. For example, it is difficult to manage the incremental load or duplicate records in Snowflake, Boomi integration.

4
K
Team Captain
1 year ago
davebrown2242
All Star
davebrown2242All Star
shared in CS Product Ideas

'Do not update CTA' option in Create CTA action for Open CTA RulesAcknowledged

Recently we ran into automation issues around creating Risk CTAs off new Health Score measures that present risk. I was caught off guard that the ‘Create CTA’ action in Rules Engine updates previously created CTAs (i.e., Priority is reset to High if downgraded to Low by CSM) if included in the fetch.Love that the rule will not create duplicate CTAs if there is already a CTA created. It should be easier to prevent rules from updating existing CTAs. A checkbox option such as ‘Include in Identifiers’ on the Create CTA action for ‘Do Not Update Open/Existing CTA’ would save Admins a lot of time in building/testing Risk Framework CTA Automations. {Where open CTA with Identifier Criteria are found for the account - do not action}.Workaround in place is to count up the Number of Open CTAs for that Type, Reason and where Status Reporting Category = Open.  On the Create CTA action add criteria for ‘Num Open CTA != Null’. HOWEVER this is not a good fix as we have crafted our Open Aging Cases, Se

6
sriram pasupathi
Shoshin
1 year ago
dan_wiegert
Gainsight Employee: Champion
dan_wiegertGainsight Employee: Champion
shared in CS Product Ideas

Would it be possible to create functionality to allow for a timeline export of CTA info for success plansAcknowledged

I spoke with Anthony Margulies from Falcon.io and he presented a rather interesting use case - He wanted to see if there could be a way to create and export CTA summary information into a timeline format (Similar to this ).  In looking at the type of data points in the picture these look like lifecycle CTA’s (or maybe milestones).  Off hand I can’t think of a way to do this within Gainsight using current functionality. I will leave it up to Anthony to follow up here and further explain his use case, but I do think that if we could use either a rule or report query to generate a CTA summary report for use in Success Plans that could be a nice addition to Success Plan functionality    

2
sriram pasupathi
Shoshin
1 year ago
lane_h
Gainsight Employee: MVP
lane_hGainsight Employee: MVP
shared in CS Product Ideas

In-App Notifications for AdminsAcknowledged

In Gainsight, end users are provided notifications when they are mentioned in a Timeline update or if CTAs are created for them or for accounts they follow.  Admins are notified via emails on if rules and jobs fail or succeed. It would be great to also have the option to see these notifications inside Gainsight in the notification section and be able to link directly to the rule, job, program, etc.  This would centralize the experience vs having to platform switch between email and Gainsight.

2
C
Shoshin
1 year ago
N
Shoshin
NalinShoshin
shared in CS Product Ideas

Scorecard comments for System Created ScoresAcknowledged

We use several rules to update Scorecard measures and request CSMs to update the comments if the score is RED/Yellow. If the CSMs comment on the Rule/System Generated update there is no way to Tag it to the account at present. A CSM has to create an additional activity in order for there comments to get  register for any reporting/CTA creation etc. Either we need to read these comments or stop commenting all together on System generated updates this adds to confusion and in-efficiency for both Admins/CSMs 

2
shantan_reddy
Shoshin
1 year ago
meenal_shukla
Gainsight Employee: MVP
meenal_shuklaGainsight Employee: MVP
shared in CS Product Ideas

Why can't I close tasks from the Timeline?Acknowledged

Having the ability to close tasks/CTAs assigned to us from Timeline is a much better experience vs going to Cockpit and closing them. It is a disjointed experience not to mention a time suck. 

6
Chirag
Shoshin
1 year ago
sagan_sherlin
Champion
sagan_sherlinChampion
shared in CS Product Ideas

Intergration. Anyone use the ticketing platform Help Scout?Acknowledged

Hello! A recent acquisition uses the ticketing software ‘Help Scout’.  Wondering if anyone has experience with that software and integrating or at least importing information from Help Scout to Gainsight.Thank you!

5
sai_ram
Grand Slammer
1 year ago

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