CS Product Ideas

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721 Posts

andrew_cummins
Champion
andrew_cumminsChampion
shared in CS Product Ideas

Ability to modify CTA type for CTAs created using Timeline entriesAcknowledged

When creating “tasks” via a timeline activity it would be nice to be able to modify the CTA type being created from those tasks. Right now, the auto created CTA from these tasks have to default to what the admin selects on the backend. It would be nice for the end user to modify within the timeline entry the type of CTA these tasks will create. 

3
sriram pasupathi
Gainsight Rookie
1 year ago
imran1184
Gainsight Employee: Veteran Rookie
imran1184Gainsight Employee: Veteran Rookie
shared in CS Product Ideas

Is it possible to create a field by Adding Date field + No of Days fieldAcknowledged

I am working with a customer in which specifically he wanted to add two fields like End Date (Forecasted) + Days Pending = test implementation end date, Here Days Pending is the number field he wants to add in Forecasted Date. What we could do is, We could create a calculated field and it seems working but in this case we have to add Number value manually, however customer wants to get it added via field.

3
sai_ram
ACE
2 years ago
john_apple
MVP
john_appleMVP
shared in CS Product Ideas

Make editing HTML email templates easier from basic designAcknowledged

In email templates it’s possible to load HTML from an external source but in order to make it editable from the Design tab (basic), the gs-editable=true tag has to be added to every element that requires editing manually.https://support.gainsight.com/SFDC_Edition/Journey_Orchestrator_and_Email_Templates/Examples_and_Tutorials/Tutorial%3A_Use_of_External_HTML_Content_in_Email_Template#Properties_of_.E2.80.98gs-editable.E2.80.99_TagCan there be an easy button to apply to the whole layout rather than have to manually add the tag to each element?

3
nitisha_rathi
Veteran Rookie
1 year ago
K
Team Captain
kumaranbcakTeam Captain
shared in CS Product Ideas

Horizon Analytics - KPI Widget - Goal & VarianceAcknowledged

Hello Team,  I don't have words to explain my gratitude for the planning and effort you guys put into Horizon Analytics. As one of your people said, Horizon Analytics is still a new born; hence, we all will contribute to add more meaningful functionalities which will make the app even more attractive.  I can see as per this idea you have enabled the Goal and Variance feature on the KPI Widgets. I feel the issue here is that the goal can only be set as a "Static Value”. Please correct me if I am wrong.  I really think that the system must allow the admins to dynamically set the Goal value. Allowing the admins to map a field to the Goal field of KPI widgets will enable the admins to make use of the KPI widget in wide range of reports/dashboards.

6
T
1 month ago
cinco_coates
Gainsight Rookie
cinco_coatesGainsight Rookie
shared in CS Product Ideas

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

6
sriram pasupathi
Gainsight Rookie
11 months ago
tom_gerth
Gainsight Employee: Champion
tom_gerthGainsight Employee: Champion
shared in CS Product Ideas

Better Error messaging for failed S3 rulesAcknowledged

Currently when an S3 data set task fails for a reason besides the file simply not being present in the S3 bucket, we get an error that reads "Records: -1". This provides no helpful information to the customer to even begin troubleshooting their source file to see what could be missing/misconfigured. A perfect example was a situation where a customer was trying to push a string value to a number field. With just the error that read "Message: 38, Records: -1", the customer is not offered any direction in what the root issue might be, thus leading to confusion in what to do next. It would be helpful if we could provide better error messaging in these task failures so that customers can be more enabled to unstand potential issues with S3 data.

3
sai_ram
ACE
1 year ago
tom_gerth
Gainsight Employee: Champion
tom_gerthGainsight Employee: Champion
shared in CS Product Ideas

Create Timeline entries via CSVAcknowledged

It would be interesting if we could allow users to create new Timeline entries via CSV upload.  One use case for this would be to import email communications from another tool, and track end to end conversations in Timeline between CSMs and customers.

5
K
Gainsight Rookie
1 year ago
spencer_engel
MVP
spencer_engelMVP
shared in CS Product Ideas

Allow filtering of Timeline activities that get synced to SalesforceAcknowledged

Right now we essentially have an “all or nothing” Timeline activity sync back to either Task or Event object in SFDC. It would be nice if we allowed customers to filter which Timeline activities they want to sync back.   Use case: One customer I recently talked to had a certain activity that they only want to sync to Events but the rest should go to Tasks. They’d like to still use the out of the box sync because of its real-time capability while having a rule that pushes the other activities to the Event object. 

2
john_apple
MVP
1 year ago
cameron_wright
Gainsight Employee: All Star
cameron_wrightGainsight Employee: All Star
shared in CS Product Ideas

Dynamic Program Sender tokenAcknowledged

I have a customer that has a use case to need a dynamic field / option fro the “sender address”.They have a number of accounts that don’t have data for the field they are using as the sender and they would like to use one program and have that field change to a default value to still send. I think this would be huge and a major asset to JO.  

8
heather_hansen
ACE
4 months ago
cnichols
Veteran Rookie
cnicholsVeteran Rookie
shared in CS Product Ideas

Timeline SecurityAcknowledged

Hi,  We have timeline entry types that we want to only allow specific users however we haven’t found the security to be granular enough to support this. Is there any workaround possible for this otherwise can we request a product enhancement for additional granularity on the security permissions?   

6
nitisha_rathi
Veteran Rookie
1 year ago
sainyam_sandhu
Gainsight Rookie
sainyam_sandhuGainsight Rookie
shared in CS Product Ideas

Feedback about BCC Email to Timeline featureAcknowledged

The new functionality released recently is helpful but I have feedback regarding this feature to improve its flexibility. The idea of emailing meeting notes into Gainsight has received great feedback but we are facing some challenges into its adoption 100%. The reasons are its limitation around the following: 1. Our Team uses a project management software and we are running into technical challenges into emailing meeting notes from this app into Gainsight. The workaround is to send an email to user's personal email and then forward those meeting notes to external and internal recipients. This is adding overhead and involves same amount of effort as copy/paste meeting notes in Gainsight 2. [b]Email Activity Type:[/b] Our Timeline activity types are added based on the milestones within customer journey. When we send an email to gainsight, all such interactions are added into Gainsight as "Email" activity type irrespective if it was a kickoff call meeting notes or Busine

12
spencer_engel
MVP
2 years ago
S
Shoshin
sai33335Shoshin
shared in CS Product Ideas

Ability for attachments to be included on Playbooks in Gainsight NXTAcknowledged

Usecase: In SFDC we have the option for CTA file attachments. Similarly an option to attach word docs and other attachments in a playbook is preferred. The playbooks might not be used in an email assist task hence need a direct way for attachments.

6
sriram pasupathi
Gainsight Rookie
1 year ago
cristina_postolache
Gainsight Rookie
cristina_postolacheGainsight Rookie
shared in CS Product Ideas

Conditional formatting - is there any section in Gainsight that supports it?Acknowledged

I would need to highlight some specific accounts for the CSMs to see that those customers are a good candidate for upgrade. This would be similar to what happens in Excel. Is this possible in Gainsight?

9
lila_meyer
Gainsight Employee: Grand Slammer
3 years ago
heather_hansen
ACE
heather_hansenACE
shared in CS Product Ideas

Rearranging Tasks in ObjectivesAcknowledged

Got a question from one of my CSMs today around how you could rearrange the tasks under an objective if you had updated the due dates for the tasks.  It doesn’t look like that’s currently something that’s possible, but could see the utility of being able to do so.

8
aditya_marla
Gainsight Rookie
1 year ago
jlicciardello
Team Captain
jlicciardelloTeam Captain
shared in CS Product Ideas

Relationship within a RelationshipAcknowledged

Very pleased with relationships. To make it even better would be to have relationships within a relationships (a tree data structure). Our customers are provisioned application environments (relationship level 1) and those applications have various modules and feature (level 2 relationships to the application level 1 relationship). Maybe there is another way others have found helpful to manage, track and act on “sub-relationship”-type features/modules? 

6
M
Gainsight Rookie
1 year ago
S
Gainsight Employee: Rookie
SKondreddyGainsight Employee: Rookie
shared in CS Product Ideas

Validating the duplicate records from source file before inserting to MDA object and insert only one one record instead of all records based on the upsert key valueAcknowledged

Team, Currenlty, There is a chance of getting duplicate records inserted via S3 Ingest Job because if the source file contains multiple records with the same key values are inserted on particular insertion when there is no records with that key value in that object. The upsert key will be checking if there are existing records and then it will be updating the existing data. Upsert key doesn't check the source file if it contains the duplicates or not. Can we validate the source file based on the upsert key value and remove duplicates before inserting in MDA object

3
rakesh
Gainsight Employee: ACE
1 year ago
chris_mudd
Veteran Rookie
chris_muddVeteran Rookie
shared in CS Product Ideas

Scorecard Comments 'Save' button misleadingAcknowledged

With 5.20 we put a 'Save' button in scorecard comments, however you are still able save these comments by clicking anywhere after they are entered. This is misleading and does not seem to be the best experience. What would be the point to have a save button, but still be able to save the comments by clicking outside of the box?

1
darkknight
ACE
3 years ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Success Plan: Wrap text in GANTT chartAcknowledged

Would be great if we had text wrap capabilities on the GANTT chart [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190820at6-57-45PM-59d19fe3-add9-452f-91d6-af60a8f87c41-1673245400.png[/img] ​ ​ ​

4
Anil Raj Pujari
Gainsight Employee: Rookie
11 months ago
andrew_biehle
Gainsight Employee: Veteran Rookie
andrew_biehleGainsight Employee: Veteran Rookie
shared in CS Product Ideas

Send out program emails at will.Acknowledged

Posting on behalf of customer.Currently programs are scheduled to send out emails at predetermined intervals. Customer is asking for the ability to send out emails manually from the program config instead of waiting the x number of days before sending them out.An example would be: Next email in program is scheduled to be sent out 3 days from today but customer would like the ability to send out the email that would be sent out 3 days from now today instead.

8
nitisha_rathi
Veteran Rookie
1 year ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Execution History: Expand execution history to keep more recordsAcknowledged

When you have rules that run multiple times a day, the rule Execution History (which appears to only keeps the last 50 executions) doesn't go back very far, which for rules that run hourly only show about 2 days worth of history. Please expand the Execution History so that you can view runs that span back farther. [url=https://community.gainsight.com/users/maksim_ovsyannikov]@maksim_ovsyannikov[/url] Gainisght really needs improved logging capabilities. The ability to trace actions backward - regardless of success/fail - when end users report downstream issues days to weeks later are [u]crucial[/u] to the admin role. [url=https://community.gainsight.com/conversations/rule-execution-logs-from-scheduled-runs-not-containing-action-details-5bc73e18e4b04588aaf869c5]Rule Execution Logs from Scheduled runs not containing Action Details[/url] [url=https://community.gainsight.com/conversations/rules-engine-extend-expiration-of-rule-task-processing-files-to-at-least-30-days-5bc73f31e4

7
ana_g
MVP
1 year ago
A
Gainsight Rookie
amanda.wachendorfGainsight Rookie
shared in CS Product Ideas

Allowing External Users to Edit Success Plan InformationAcknowledged

We would like to allow external users to edit Success Plan information. We have plans created around client project and now have several clients who wish to edit the plan information independently such as updating the project team, goals, success metrics, resources, etc. We currently have one client refusing to use success plans due to the limitation of not being able to edit the plan information. This would allow our clients to take a more active role in their success plans generating ownership and buy in. 

4
sai_ram
ACE
1 year ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Success Plans: Create ability to link Customer and Relationship level Success PlansAcknowledged

The goal of a Customer Success tool such as Gainsight is to bring a holistic view of the customer and overall engagement together.  Unless I've missed something, right now I see a disconnect in having multiple resources working on an account using Relationships. There needs to be a way to unify Success Plans, allowing you to create a Relationship-level CTA as part of the Customer-level Success Plan.  This would allow a CSM working at the Customer level to assign CTAs as part of a Success Plan to resources that own a particular relationship but still have it live as part of an overall account plan.

11
anirbandutta
1 month ago
andreammelde
Golden Ruler
andreammeldeGolden Ruler
shared in CS Product Ideas

Survey C360: Show those who did not respond to surveyAcknowledged

The C360 Survey reporting currently shows recipients who responded, but it would be really helpful to also display those that have been a survey that have not responded. This would be helpful for CSMs to see who they may need to remind, or if there is a contact we may need to reconsider sending NPS surveys too.

6
richa_bala
Gainsight Employee: Rookie
11 months ago
stephanie_overhoff
stephanie_overhoffGainsight Community new member
shared in CS Product Ideas

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. 

6
katerina_nemcova
Champion
3 years ago
roelf
roelfGainsight Community new member
shared in CS Product Ideas

Post "Activities" Created on Timeline to SFDC ChatterAcknowledged

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. 

6
jamie_mcconville
Gainsight Rookie
2 years ago

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