CS Product Ideas
Submit product suggestions
- 723 Posts
- 25,345 Replies
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.
We have a program that sends usage emails to customers on a monthly basis. I would love to have 1 email be logged to timeline for the monthly utilization for each customer. And I said only one email, as we don’t need to have each and every email that was sent out (for each stakeholder) rather have a way to trace back the usage data sent out to customers for historical purposes. Also, it would be ideal to have the option to send the usage email for a company in 1 email - for all stakeholders - rather than having individual emails sent to each of them. Thank you so much for considering this product enhancement!Raluca
Updating attributes via a reportAcknowledged
Has anyone else found a need to update R360 attributes for various customers only to find that you have to open each customer in order to do so? A request has come from our CSM’s to enable a report so they can update the attributes all at once versus having to search for each customer and update each individual customer. Will Gainsight ever have the ability to update fields within a report? I know there is the ability to update CHS in a repot, but would be nice to have the option to update other fields from a report as well.
Ability to bulk load playbooks to GainsightAcknowledged
Gainsight has some customers who already have established playbooks for processes that are usually created and stored in Google Sheets or Excel. They would like to be able to bulk load this into Gainsight and create Playbooks via an automated mechanism (import playbook or Load to Playbook rule action)Is there anything on the roadmap for this? Thank you in advance!
When you create a timeline entry from an objective CTA from cockpit and then you look at it in the C360 timeline/global timeline, it has “CTA” tagged next to it.However, when you create a timeline entry from the same objective within the success plan section of C360 and then you look at the timeline entry in timeline/global timeline, it gets tagged “Success Plan” and mentions which plan. Seeing as objective CTAs are reserved for success plans, this request is to have both ways behave the same, showing the success plan tag and name. Also, we should show all related objective TL posts on the success plan TL
Log emails to Gainsight using DL groupAcknowledged
Hi Team,Currently we don’t have an option to log emails to Gainsight using DL group (Shared email address) . It will be helpful if we can provide some way in future to log emails to gainsight using shared email address either it could be via plugins or some other way. If their is any workaround to achieve it , Please let me know.
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
Data Designer - Default values to 0Acknowledged
Issue: I have a Massive DD, like 40 different tasks, built out and when it runs I am getting zeros and blanks/nulls in the same columns. The blanks are occurring because there is no data in a particular column when aggregating in a transformation. Idea: Give the ability when aggregating in DD and Rules to give the ability to have a default value if there is no data in that column to aggregate. My current work around: I can get around this by adding formula or case statements in an additional transformation. However, I am only able to add 10 per a transformation forcing me to add x number of tasks to get an end result. Additionally this creates the need for additional tasks that are unwanted/unneeded.
Assign CTA in C360 Cockpit to R360 RelationshipAcknowledged
Hi, We have CTAs being generated at C360 level - some of these need to be manually reassigned to the relevant R360s under that account. I cannot find a way to be able to do that however - I'm aware you can create a new CTA directly in R360 but is there a way existing CTA can be assigned to a R360? Thanks in advance Katerina
Email Validator for Gainsight BlacklistAcknowledged
Our company takes advantage of Journey Orchestrator quite a bit! When a contact is added to the "blacklist" for whatever reason, our end users have no visibility if the client was added. It would be great if email validator was not limited to the Admin's access so that our reps could be able to follow up accordingly with our clients if their communications bounce.
Notifications: Add option for users to select to be notified when Co-Pilot email goes to their customerAcknowledged
We have a marketing team that utilizes Co-Pilot to send targeted emails based on segment. Our CSMs would like the option to be notified when an email is sent to their customer via Co-Pilot. I know there is a cc/bcc capability in Co-Pilot, but we don't want to A) hard-code every individual CSM to the it or B) email an internal mailing list because we want the notification to be relevant. In other words, when an email actually gets sent to a customer, send a notification to the CSM (one per customer per campaign)
Email to Timeline - Attaching to CTAsAcknowledged
Due to the nature of the contacts in my meetings/emails, many of my emails sent to Gainsight end up in draft. It would be very helpful to be able to take these drafts from global timeline and attach them to a CTA (not just company/relationship). Is this on the roadmap?
Auto Assign Contacts to CTAs & ObjectivesAcknowledged
Our CTAs require we manually add a contact to each CTA and/or Objective or Task. Most of the time the contact will not change from one task to another. It would be ideal to provide an option for a contact to be auto-assigned to any CTAs, Tasks and Objectives.
Good Morning- For those Gainsight users that are leveraging Gong.io or Chorus, how are you displaying the data in Gainsight? I know that Chorus creates a Completed SFDC Activity, but I'm not sure how to actually display this information in Gainsight. I know that the Rules Engine cannot write directly to Gainsight Timeline, and the only post I've found on Community is this one from two years ago: [url=https://community.gainsight.com/conversations/can-notes-taken-in-gong-sync-back-to-sfdc-and-gainsight-timeline-5bc73e09e4b04588aaf85d6d]https://community.gainsight.com/conversations/can-notes-taken-in-gong-sync-back-to-sfdc-and-gainsight-timeline-5bc73e09e4b04588aaf85d6d[/url] stating that Activity Sync is one way (from Gainsight to SFDC). Has there been any movement on this in the last 2 years? Is anoyone useing Gong.io or Chorus that's willing to share how they are displaying call recording/disposition data in Gainsight? Thanks! -Jim
Had this come over a few times in support. Basically the idea is to have a single user with multiple acceptable domains. Sometimes the logged in user has an email that isn't actually the address they send through all the time. This request is to be able to associate multiple email addresses to one user in order to have multiple acceptable domains. While they can add the user with another address it is not a good experience to have to manage both bcc addresses. In another case I have seen, a customer email address was actually forwarding through another email address due to a company domain name change. Thus when they view their ETT inbound email address it is showing the incorrect bcc address. I'll also add that the workaround of adding a separate user is not really feasible as they won't have access to the drafts if they are logging in through another user.
Bulk Update CTA Ownership (by End User)Acknowledged
This is [i]similar to a couple of existing conversations, but more of a spin for end-user (non-Admin) management. We'd like the ability to bulk assign CTAs (or Objectives within a Success Plan) by a non-Admin user. In addition to Customer Success Managers, we have Technical Success Managers that manage projects (Onboarding, Events, etc.) through the use of both Success Plans (w/ Objectives) and CTAs. When a TSM is away on vacation, they must go in an assign all of their Success Plans to their cross-over, as well as manually assign each Objective/CTA. It is very tedious and time consuming for that individual. For our third-shift folks, we route all Onboarding Success Plans (auto-created via Rules) to a single, senior member, who then assigns out those Success Plans and Objectives. Again, this falls victim to the tedious task of having to assign this on a one-by-one basis. I do realize that their is a Mass Update option available to Administrators, as
Allow for Gannt Chart style export of Success Plans for a one page snapshot of overall planAcknowledged
Our team is often creating additional documentation outside of Success Plans to help communicate the overall status of the plan to customers. The desire is to have a one pager to quickly go over the timeline and where each objective stands. Here is a visual of what we use today: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170310-76422-1mz13vx-GanntChart_inline.png[/img] We would love to have the ability to create this out of the Success Plan export. Better yet, it would be a new 'tab' next to Collaboration that allows you to view a full summary that can be based off of Objectives and/or tasks within those objectives.
I think I know the answer to this question - and if I'm right then this may need to be converted to an idea - but is there a way to transfer CTAs, Email Logs, Scorecard history, etc from one account to another? Our SF instance is synced with Dunn and Bradstreet to pull in millions of accounts based on selected criteria (industry, etc). But only a small subset of those accounts actually get activated and become customers. Periodically we have a situation where the wrong SF Account was activated. And of course this doesn't get identified until months later and Sales Operations moves everything from one SF Account to another. As you can imagine, this significantly impacts Gainsight because now the Scorecard history, CTA history, any Emails that were triggered and logged to MDA remain associated with the "old" account. Is there any way to migrate these over and associate them with the "new" account? If not, it would be good to have a utility that will do this.
Success Plan Objectives: Need ability to modify the sort on the list of objective categoriesAcknowledged
As I add new Objective Categories in, I'd love the ability to modify the sorting of the list. Currently the list sorts by timing of entry (oldest to newest). I'd prefer to sort alphabetically or to be able to drag and drop categories in the list and have the sort stay based on my actions.
It would be really nice to be able to have activities added to timeline automatically posted to chatter. Or at the very least give the user the option to post that activity to chatter. This would really help our productivity.
Two of the biggest headaches in GS administration are adding columns to the drill-downs in Report Builder, and adding filters. Biggest headache is that if I change any of my "By" fields, the columns shown on drill-downs reset themselves. So I then have to set the columns manually again. As an example of why this is an issue, we have CSR teams and we just changed our dashboards from showing the Team # to the Team Name. These are both fields on the same object, so there is no reason we needed to change the columns displayed on the drill-down; yet since I was changing the "By" field, these reset and I had to go manually set them again. I had to do this to 10 reports; what should have taken me 5 minutes took about 30 because I had to set the columns back to what they were before 10 times. What would be REALLY great would be the ability to set/edit these for multiple reports at once. We have the same set of columns displayed on many of our reports, yet if we
As an admin, when attempting to configure a large Field Mapping during a data load operation, it would be nice to be visually prompted (red highlight or text output) of WHICH Duplicate target fields are causing me to not save properly so I do not go insane re-assigning values and can remedy much more quickly and efficiently. Please help or advise? For now, I will up my vision plan :)
We've run into an issue where we are needing to schedule outreaches that run in an alternate Timezone so that we can prevent emails from being sent on a weekend in that timezone. As it stands now we can only A) Schedule an Outreach to run every night (eastern time) which would ensure an email could be sent during business hours but we run the risk of the email being sent on a weekend, and we don't want to set expectations in that regard. B) Schedule a separate outreach to run every night only for 5 days per week which becomes a management nightmare It would be helpful to have intelligence built into the outreach that could help us only target recurring emails to a particular region within their timezone, in a scalable fashion without a lot of administrative overhead.
Already have an account? Login
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.