CS Product Ideas

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  • 246 Posts
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246 Posts

andrew_biehle
Gainsight Employee: Veteran Rookie
andrew_biehleGainsight Employee: Veteran Rookie
shared in CS Product Ideas

Request to have additional token fields when creating a CTA from the Survey tab.Workaround Available

Currently when creating a CTA from the survey section you have the option to tokenize three fields:[list] [*]Account::Account Name [*]Survey Participant::Display Name [*]Survey Participant::Role[/list]It might be nice in the future to have the option to tokenize not only that but the NPS score of a survey and the comments. It would give insight directly in the CTA title of the participants overall feel on the survey. There is a workaround by performing this function from rules engine but being able to do it right from the survey tab would be pretty cool. 

1
sai_ram
Grand Slammer
3 years ago
pele
Veteran Rookie
peleVeteran Rookie
shared in CS Product Ideas

Sorting numeric values in rule results– respect place valueWorkaround Available

Being able to preview rule results from bionic rule runs without having to download a csv is awesome. It would really be helpful, though, if when sorting numbers within the preview, place values were respected.  example of how sorting works today: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20181004-79338-166vo72-Screen_Shot_2018-10-04_at_2-48-01_PM_inline.png[/img] This gets pretty confusing to look at while QAing/ testing rules. 

2
pele
Veteran Rookie
3 years ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

C360 Layouts: Provide an "admin" layout viewWorkaround Available

We have C360 layouts set up based on product sets using a custom Customer Info formula field we created called "Layout Type." I want to create a layout that is strictly used for Gainsight Admin but I don't appear able to add a User Attribute to a single layout - it's all or nothing. I'd like to be able to either apply the user attribute to a Layout without having to set it for all other layouts OR have a special "Admin" layout that I can switch to whenever I need to.   There are often times we have fields that we don't want end users editing or visible but Admins need to be able to see/edit when necessary.  It would be great to be able to switch from regular user view to Admin view and back again as needed.

2
darkknight
ACE
3 years ago
scott_schoenknecht
scott_schoenknechtRegistered User
shared in CS Product Ideas

Task Cockpit Editable Grid ViewWorkaround Available

Our CSMs live in OneNote (simple task tables) and Excel to maintain smaller follow up items coming out of meetings or discussions.  These tools are effective because they provide a single view of all the items along with easy edit capabilities to run through the list to make updates with minimal clicking. The cockpit is a nice feature, but it is a bit to heavy to be a daily task management tool.  This forces our group outside of Gainsight for managing tasks.  Ideal state would be to create a "Task Cockpit" that would be a simple editable grid of tasks.  This would have functionality that allows a grouped/sorted/filtered view by a various of task attributes (i.e. Account, Type, Status, Date, ect...).  The grid would have functionality to add columns or custom fields that are associated with the tasks.  This is something you can't do today in the cockpit since any columns are mainly for CTAs not for tasks.  This "Task Cockpit" would also need to allow

1
dstokowski
Gainsight Employee: ACE
3 years ago
scotty
scottyRegistered User
shared in CS Product Ideas

I created a way to quickly reference large rule tasksWorkaround Available

I made some large rules and had trouble figuring out where I was in troubleshooting and which merges I needed. So I write my rules this way: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180921-127997-1dphlsf-Captura_de_pantalla_2018-09-21_a_la_s__3-57-51_p-_m-_inline.png[/img] I have to do a little guessing on which letter layer the rule is going to end up at, but this has sped up my workflow in a major way. The troubleshooting UI improvement I would ask for is this to happen automatically, or color code the tasks with their tree (first task is red in the task list, the map position of the task is the same).  For picking my merges that doesn't really help, there I would want some representation of which layer the data is at. 

3
matthew_lind
All Star
3 years ago
lane_h
Gainsight Employee: MVP
lane_hGainsight Employee: MVP
shared in CS Product Ideas

Option to add Today's Date in CTA NameWorkaround Available

We have been creating CTAs to bring awareness when a certain score is less than another. We do this by writing the overall health score to the SFDC account object and then in the rule specify which scorecard fact we need to look at. This works great unless the score changes before the CSM can address (sometimes it might be the next day). It would be wonderful to have the option to add "Current Date" or "rule run date" to the the CTA Name.

2
pavan_bandi
Gainsight Employee: Rookie
3 years ago
anna_whitehouse
anna_whitehouseRegistered User
shared in CS Product Ideas

Automatically add text to the comments section of a CTA when it is manually createdWorkaround Available

I would like to have text auto-populate in the comments section of a CTA after a specific Type/Reason is selected when it is created manually by a CSM.  Use case: I need CSMs to create a CTA to document that they have presented a new feature to a client and then answer a couple questions about the client's response.   

1
sai_ram
Grand Slammer
3 years ago
anna_whitehouse
anna_whitehouseRegistered User
shared in CS Product Ideas

Enable Email to SFDC for Journey Orchestrator OutreachesWorkaround Available

When setting up Outreaches, I would like to include my CSM's unique Email To Salesforce email address in the Copy To section so that we can track our automated outreaches in SFDC Activity History. I was told that it is not possible because of the email format generated by SFDC (ex: [url=mailto:emailtosalesforce@u-3vv5gzfcqzkb0kfc0wk0941r0.3-zzbeay.na3.le.salesforce.com]emailtosalesforce@u-3vv5gzfcqzkb0kfc0wk0941r0.3-zxyeay.na3.le.salesforce.com[/url]) Use case: our CSMs BCC all emails to SFDC for the benefit of our sales counterparts who do not use Gainsight. I would like to track all emails, especially if the client does not respond. 

1
john_apple
Olympian
3 years ago
sagan_sherlin
Champion
sagan_sherlinChampion
shared in CS Product Ideas

Idea. Enhance Rules Engine and Report Builder to include Bi-Weekly, Quarterly, and Semi-Annual Options.Workaround Available

With an upcoming process change, we're moving to Bi-Weekly, Quarterly, and Semi-Annual automated CTA's.  While we've come up with a workaround - it would be amazing if these were default options in both Rules Engine and Report Builder! 

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

S3 upload option to "delete all" records in an MDA table before inserting new data recordsWorkaround Available

We've got an issue that probably most customers have or will run into at some point.   When we get S3 uploads and it's updated or new data records, S3 insert/upsert works just fine. But if there is an absence of data that was previously uploaded to S3, there's no way to clear those records. Would be incredibly helpful to have a "delete all" option to delete all the records in an MDA table before S3 upload job processes so that we can insert the entire fresh export of data. Has anyone else found a way to get around this issue?

5
darkknight
ACE
3 years ago
mike_maday
Gainsight Employee: Veteran Rookie
mike_madayGainsight Employee: Veteran Rookie
shared in CS Product Ideas

Link a Risk directly to an OpportunityWorkaround Available

While on-site with Micro Focus they requested the ability to be able to link a risk to a specific Opportunity

2
lila_meyer
Gainsight Employee: Grand Slammer
3 years ago
jahnavi
Champion
jahnaviChampion
shared in CS Product Ideas

Ability to truncate a table and load every timeWorkaround Available

As we do-not have a way to merge various data sources into a report we tried to create a rule and it would upsert the MDA on every run and then the report is built out of MDA It would be great if we could have reports like we have rules.  If not it would be great if there would be an action which would truncate the table which would enable the report to have fresh pull. Or if not anything the ability to add a new dynamic field which would act as load date. 

1
john_apple
Olympian
3 years ago
heather_hansen
ACE
heather_hansenACE
shared in CS Product Ideas

Column options in CockpitWorkaround Available

Would like to be able to choose other objects for column options instead of just the current ones.  For example, we'd like to display the Customer Sentiment score in addition to the overall HS, but since it's not on the Account or Customer Info object, it's not an option.

1
H
Gainsight Employee: Rookie
3 years ago
mariya
mariyaRegistered User
shared in CS Product Ideas

How to set up Task Record type during Load to CTA RuleWorkaround Available

Hello,  I have following case :  in our SFDC instance we are using several Task Record Types (onboarding, adoption, customer success) .  Now during implementing Load to CTA rule, I'm trying to understand if there is a way to set up right task record type for different CTAs that I'm generating by rules.  For example : when creating Onboarding CTA with tasks under it to load them with task record type = onboarding.  The thing is that we need to work in parallel in Gainsight cockpit and sfdc that we had , that is why it is important not only load tasks and sync to sfdc but also to set up right task record types for them.  Can anyone please share ideas ? 

10
mariya
3 years ago
meenal_shukla
Gainsight Employee: MVP
meenal_shuklaGainsight Employee: MVP
shared in CS Product Ideas

Have a 'Quarterly' schedule option in Journey OrchestratorWorkaround Available

The current scheduling options in JO do not have an option to send out an email/survey quarterly. This is one of the most common use cases as many of my customers have NPS/CSAT surveys going out every quarter. 

4
meenal_shukla
Gainsight Employee: MVP
3 years ago
cameron_wright
Gainsight Employee: All Star
cameron_wrightGainsight Employee: All Star
shared in CS Product Ideas

Remove edit access to CTA due date for certain usersWorkaround Available

I have a customer that would like the ability to be able to lock the CTA due date field for everyone except for Admins. The use case a CSM may be assigned to a new customer, then must reach out to this new customer within 7 days. However, if they are able to change the due date, in our reporting we will not see that they called the customer past the original due date.  So they would like to be able to lock this field for just their CSMs

3
sarah_kiani
3 years ago
cara_brill
cara_brillRegistered User
shared in CS Product Ideas

Is there a way to show progress toward renewal goals in Reports 2.0?Workaround Available

Is there a way to add a line to a Current Year renewals chart so that we can see how we're tracking toward our renewal goal?

14
dan_ahrens
ACE
3 years ago
hardik_mota
Gainsight Employee: Champion
hardik_motaGainsight Employee: Champion
shared in CS Product Ideas

Notfications should be sent from a system account, but not from personal email aliasWorkaround Available

Hi Team, One of my customer from company (Forge Rock) is looking for a feature where Gainisght would send the notifications alerts (Ex: assigning of CTA,etc) under its own alias (Eg: [url=mailto:systemadmin@xyz.com]systemadmin@xyz.com[/url]).  [b][i]Current Design[/b][i] : If the user enables the notifications, then scheduler jobs will take that user into consideration and notifications are sent from that particular user's email alias.  [b][i]Expected Design[/b] : Notifications (like CTA assignments or anything defined within notifications) should be sent from a system account and not as the person that enabled the notifications. [b][i]Alternative [/b]: We thought to create new and valid login credentials (Ex: [url=mailto:systemadmin@xyz.com]systemadmin@xyz.com[/url]) and enable notifications with that user to get notifications from the expected email alias (Ex: [url=mailto:systemadmin@xyz.com]systemadmin@xyz.com[/url]). But it seems to be bit backward and a waste of a li

3
lane_h
Gainsight Employee: MVP
3 years ago
tom_gerth
Gainsight Employee: Champion
tom_gerthGainsight Employee: Champion
shared in CS Product Ideas

CTA name as identifier by defaultWorkaround Available

When creating a CTA action, I find that the "Include in Identifiers" checkbox next to the CTA name field is often overlooked. What this causes is confusion when CTA rules fire and customers either don't see any action taken, or they notice that an already existing CTA with the same "Type" and "Reason" is updated with the details from the most recently executed CTA. Is there any future plan to have the CTA name identifier selected by default, as I almost never see a use case where a customer would not want this selected? Thanks

6
kelly
All Star
3 years ago
christopher_sanderson
Champion
christopher_sandersonChampion
shared in CS Product Ideas

Rules Engine hierarchy- helping to visualize the different joinsWorkaround Available

I think it would be cool to change the experience for seeing joins in the Rules Engine.  Right now, especially with standard objects, there are some many fields that have the same name.  I think one of the following options would make it visually better: Add colors to the layers [list] [*]First is black [*]Second is black [*]Third is green [*]etc[/list]Add lines to the layers [list] [*]So you can see which fields line up to which joins[/list]

1
jitin_mehndiratta
Shoshin
3 years ago
link_black
Gainsight Employee: MVP
link_blackGainsight Employee: MVP
shared in CS Product Ideas

Add a new "+Email CTA" option on the Cockpit and/or Timeline screenWorkaround Available

It would be great to have a "+Email CTA" option on the Cockpit and/or Timeline screens to save lots of time and make users much more efficient.   It could allow a user to pick an "Email Template" that they want to use and then it automatically creates a new CTA with a single Email Assist task that can then be used to send custom/templated emails to internal/external recipients.

2
link_black
Gainsight Employee: MVP
3 years ago
diane_morneau
Champion
diane_morneauChampion
shared in CS Product Ideas

Can we add hourly to the frequencies of send available in Advanced OutreachWorkaround Available

Primarily this is to accelerate testing the addition (and upcoming removal) of intended recipients in AO mailings. Right now, the faster frequency available is daily, which stretches our testing delays.

2
sai_ram
Grand Slammer
4 years ago
amanda_neil
amanda_neilRegistered User
shared in CS Product Ideas

History tracking for CTA, pushing out the due dateWorkaround Available

Use case is a CSM will move out the date on a Task that is a part of the playbook and there is no way to track this change or see why the change was made.  Would love to have a way for the user to identify why the date was pushed out.

3
dan_ahrens
ACE
4 years ago
mark_b5a12a
mark_b5a12aRegistered User
shared in CS Product Ideas

Better organizing tools in Power List viewWorkaround Available

It would be great to have more information on the Power List view. Here are a couple ideas: [list] [*]Folders, like in the Reports UI [*]A description text field - maybe it would show up in mouse-over. [*]Indicator for how the list is used. If it's used in a Survey, shows a link to the survey. Likewise, if used in an Outreach, show the name or link to it. In the Outreach panel, there is a handy link to the associated Power List. Make it reciprocal. [*]Indicator for date the list was last used in a survey or outreach. [*]Is the List built from an uploaded CSV? If so, indicate it in the list view, maybe with an icon. Now, the only way to know is to open it for editing. [/list]

1
dan_ahrens
ACE
4 years ago
britton_walker
Champion
britton_walkerChampion
shared in CS Product Ideas

Send copilot emails to person records instead of contact recordsWorkaround Available

I understood that the Person object was developed to unify a single individual's experience if they are listed as a contact for multiple accounts. However, Copilot can only send emails to the contact records instead of the person record. What is the reasoning behind that? I can think of a couple reasons why sending a copilot email to a person record would be beneficial over sending the email to a contact record. First, we would like to send an email based on a custom field we built on the person record. And second, some emails only need to go to the individual once regardless of how many accounts they are listed as contacts for.

2
dan_ahrens
ACE
4 years ago

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