CS Product Ideas
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- 246 Posts
- 25,353 Replies
Share timeline activity details via Share360Workaround Available
I have a customer that would like to have the ability to share timeline activity details from the Objective section in Success Plans with their customers via Shared 360. This way they can have their customers easily access information on the different events and updates that happens in their Business Objective. Currently we only have Customers, Call to action , Case, Opportunity and Project tabs shown.
Flexibility to Aggregate Bar Chart Data into Reporting ExportsWorkaround Available
Background/Context: Executive Leadership Teams need the ability to easily manipulate and quickly export customer data for thorough ELT client review/discussion. Situation: Currently when exporting a bar chart you can only select 1 bar to export at a given time. For example in the screenshot below if a leadership team is assessing customer initiatives that are red/yellow and green, they have to click each individual bar/which groups that data, export, then consolidate all 3 data sets into 1 excel. This is extremely cumbersome. In the example below each bar represents an ACCOUNT. It would be great to export all 5 data sets within this account (1 red) (4 yellow). Instead you must click the red section to export, then click the yellow to export and consolidate in excel. This is only for 1 customer. Doing this for every customer requires that same manipulation over again. Product Enhancement Request: Add the ability to click to select/drag multiple bars that should be exported in 1 excel.
Allow for removing Collaboration tab within Success PlansWorkaround Available
Please allow for the Collaboration tab to be disabled from Success Plans, either within Gainsight, for Team View (aka Widget) views, or both. It is confusing for customers who choose not to use that functionality, or for non-Gainsight users when accessing via Team View. Thank you!
Nice to have feature: ability to pause rulesWorkaround Available
Hi, It would be nice to have the ability to pause a rule from running in order to give priority to other rules that are more important. For example if I'm working on something and I need the results right now, but a scheduled rule takes priority, I'd like to have the ability to switch their order. Thanks, Lucian
Program, sending emails when token values are null.Workaround Available
Posting on behalf of a customer. Currently when sending out a program if you use a token in the email and it’s null it won’t send the email out. In the future it would be nice to have the ability to ignore this functionality and send the email regardless.
Why can't BCC to timeline connected to a customer rather than the contact?Workaround Available
Question from a customer: Customer contacts change all the time. If we bcc to a contact who does not exist in Salesforce, it gets rejected but why?! You have the information of the customer (easily parseable) from the email id, why not use that?An argument can be made towards sanity of contacts but there are other avenues to do that. An argument can be made towards the customer name and the email id customer name not matching but I think fuzzy logic can be applied there.What does product think?
Ability to create a CTA when a field in SFDC changes from one value to anotherWorkaround Available
It would be very helpful to create business rules (and CTAs) when: 1) A field in SFDC is being populated (from Null to any value) 2) A field has changed from value X to value Y (for example a support case moved from P1 to "escalated to R&D")
Collecting NPS surveys during customer eventsWorkaround Available
We have a requirement where during customer events we want to have an tablet where people can submit NPS' and for us to then import into Gainsight (into our NPS survey). An enhancement that would make this process easier would be to allow a user to be prompted for their email address and company (with validation) and then can be provided a survey which maps back to Gainsight Survey participants. This would eliminate the need for participants to be known ahead of time and allow spontaneous surveys to be held, whilst being able to include the results with existing participants who have completed the same NPS survey master.
Rules Engine - Call to ActionWorkaround Available
I have a customer that is seeing a specific scenario when using the Call to Action (Action) in rules engine. They have an account that is sending two (or more) records to the action step. The way it currently works, if an account meets the criteria for Action 1, it will then use that first record and discard the rest for that account. In this case they want it to work as if the first record can create the CTA and then (comments set to always update) update the comments with the second record information per the setup. Right now it just sees the first record and moves on from there.
Halt the weekly Scorecard snapshot job for churned accountsWorkaround Available
Is their any way to stop the scorecard snapshot job from taking a weekly\ monthly snapshot for churned accounts ? It would be helpful in retaining the point in time score for churned accounts , although we can exclude the churned accounts in habits report but that skews the results for past period when the accounts were active.
Ability to export Success Plans via excelWorkaround Available
Submitting a feature request to export Success Plans via Excel on behalf of my team: Business case: CSMs will like a way to share the details of the plan without showing completed tasks, maybe edit what is shared with a customer, share internally only relevant tasks or objectives with say Support….etc
Ability to tag users on CTAWorkaround Available
[b]Use Case: [/b]When a manager is reviewing overdue CTAs on their manager dashboard, she would like an easy way to tag the CTA owner to complete the CTA. There is also a potential use case for collaboration when execuitng on the CTA. [b]Impact[/b]: One way to drive adoption of the system is from the tops down. When a manager finally has time to review operational reports such as overdue CTAs, it is cumbersome to then ping each rep individually to make sure that CTAs are closed out. A quick tag in the CTA comments would save a lot of time and make managing adoption much smoother. One workaround is to add an internal note timeline activity that can be logged within the CTA UI. Since this adds a timeline activity to Timeline with a link to CTA, it should work, but this adds clutter to Timeline for one off notiifcations.
Ability to send single email to multiple contacts at one account through JO/OutreachesWorkaround Available
I'd love the ability to send a single email to multiple customer contacts through JO. Use case: a Welcome email needs to get sent to multiple contacts at the customer account to schedule a kickoff. Right now, each contact at that account will receive a different email asking to schedule time for the kickoff, which makes scheduling difficult. Additionally, the customer is then unaware of who else received the email. If there was an option to send a single email to all the contacts at an account like you can through Email Assist, that would be ideal!
Ability to override overall score and add a comment to overall score with scorecard 2.0Workaround Available
This is not about the exception logic! Scorecard 2.0 is great but when the rollup feature is selected you are no longer able to use a rule to write a comment to the overall score comment section. We are also unable to use a rule to override the entire score by looking at an account attribute (we do not want to add another measure to the scorecard).
Sally - Access Request NotificationWorkaround Available
Currently whoever authorizes Sally is the one that gets emailed when a user requests access. I think it would be beneficial to be able to authorize more than 1 user to get these notifications incase the user that authorized is out of office. Another example would be when multiple admins are managing an instance.
Integration of DataWorkaround Available
Hi Team, I've a client who is looking option of having a direct integration with customer? This mean having a new integration with as a partner in order to enable mutual customers to work with us and get from Gainsight their tracking coonversions. Best, Hardik
Global replace for email addresses in rule execution settingsWorkaround Available
I have a customer who just had their Gainsight admin depart and a new admin take over. The previous admin had configured many rules to send email notifications based on rule completion or failure: [url=https://support.gainsight.com/Product_Documentation/Rules_Engine/Admin_Configuration/Scheduling_Rules]https://support.gainsight.com/Product_Documentation/Rules_Engine/Admin_Configuration/Scheduling_Rule...[/url] In order to ensure the new admin is receiving the email notifications, they have to manually edit each rule one at a time. This is time consuming and increases risk of making a mistake. Have there been any considerations to allow a global replace in cases where a user is no longer with the company or a new admin needs to receive these emails? Or perhaps a profile based method for adding new users or removing users from an admin email group?
CTA Assignment AlertWorkaround Available
Feature Enhancement Request: CTA Assignment Alert - When I manually assign, or have built a playbook with assignments to others and it is initiated, I would like the assignee to receive a notification that a new CTA has been assigned to them; either a pop up or email, or both.
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