CS Product Ideas
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This request/idea has 2 parts:1) Give the ability for Admin Users to make adjustments around read-only/editability for Activities. For example, Admin User can adjust permissions so that ‘Activities become read-only after X hours’, or ‘select Activities are read-only’, etc. 2) Give Admin Users the ability to add standard fields such as created date, created by, Modified Date, Modified by, etc. to the Timeline Entry Layout.These solutions would give Admin Users better control across their organizations to prevent undesirable behavior and ensure workflows are triggered. Additionally, this would prevent issues of inaccurate Activity reporting, general Activity tracking over time, and give all users better visibility into Activities.Use Case:Expected:CSM is expected to create a new Activity for each relevant instance.Example case:In Timeline, CSM selects ‘Add Activity’:- Timeline Entry Activity Type - At Risk Alert- Risk Level - Orange, Red- Risk Reason - Availability/Stability- Category -
GS Assist Gmail Plugin - activity date/time matches email metadata instead of date/time of email being loggedAcknowledged
Using the GS Assist Gmail Plug-in, when logging an email thread, or a received inbound email from a customer (not when logging from the Compose window), the Activity Date/Time that syncs back to GS Timeline is the date/time the email was logged, not the date/time the email was received. Meaning, that if a customer emailed me on November 10, and I was out of office that day, so I logged it to timeline on November 11 when I was back in office, the activity date/time for the email activity in timeline would show as November 11. My request is for the date/time on the activity logged in Gainsight match the email metadata of when the email was received.
Improve Email Bounce List and Email ValidatorAcknowledged
I’m turning what was originally a question, into a product request so it can be voted on: I also want to call out @caffeinatedadmin s suggestion post on the topic here: https://community.gainsight.com/members/caffeinatedadmin-4657 The issue, essentially, is GS customers share sending IPs with other GS customers (as I understand) so if someone in my IP cohort isn’t good with using operational emails that can cause problems with my contacts. There’s no visibility into this or any real way for admins to do anything if they now have “bad contacts”. Email validator is a clunky and not particularly robust or effective solution.
While workarounds exist, they are not ideal and have limitations. Journey Orchestrator would be greatly improved if a baked-in ability on the feature existed that allowed you to skip weekends for time periods (conditional waits, static timers, etc).Related articles:
Hello,At the moment, many of our users are finding timeline as a time suck due to the manual nature in submitting new entries for every activity. Often times, users find themselves creating the same entries (such as meetings or key updates) with different dates. An idea to help speed up the entry process would be to be able to duplicate an existing entry and once the duplicate is saved have it appear as a new record. This would eliminate some of the copying and pasting for ultimately the same entries and allow users to skip adding internal and external attendees, specifically those members who are always on that particular kind of entry. Thank you for your consideration and support.
Hi,I’d like to create a new field for my Success Plans, and it should contain 2 or more users/contacts from the customer company or even my company.I’ve been able to create a single contact one, but not with more people in it. To clarify, it’s like the Internal/External Attendees field we have in Tasks details. I believe this would be a great add to the toolThanks
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.
[b]Our internal users are really passionate about this one!![/b] Please create an optional setting for reports in dashboard containers to autofit to the number of rows there are. This should be a relatively simple "given" with regards to a user-friendly interface. Instead, we have to click to see the next 100 or so records for numerous reports in a dashboard, which can be very tedious. It is also frustrating when attempts to filter a column for a record only applies to the 100 or so visible records. Quicker access to all rows in a report would lead to greater productivity and adoption across all our users.
We have run into a situation where CSMs are editing the names of auto-triggered CTAs and/or Tasks, which is impacting some of our Rules and/or Reports that depend on the naming conventions of those items. We need a way to lock fields on certain Playbooks (CTA Name, Task Subject, Reason, Priority) for CTAs thatwe do not want end users to edit.
Allow more data manipulation in bionic rulesAcknowledged
I'd like to see the Rules Engine be able to have more flexibility when it comes to manipulating data rather than having to load data to another MDA object. [b]Use case: [/b] A customer of mine is trying to assign a score based on certain information being present (or not present). [list=1] [*]They have six different features that they track among their customer base. This data is aggregated daily and shows up in terms of page views. [*]So if a customer has at least one page view for a feature, they should get a score of "1". If they don't have any page views for a feature, they should get a score of "0." An example data set might be 34 views for Feature A, 4 for Feature B, and 0 views for Features C through F. This customer would get a score of 2. [*]What I [i]want to be able to do is say for Feature, "34 views" now gives you a score of 1. "4 views" also gives you a score of 1. Zero views gets you zero. So then my final task would be a Transformation where I add
Time of Task and Sync to Outlook CalendarAcknowledged
Our CSMs are requesting that Tasks have a due time (not just date) and that you are able to sync them with their outlook calendar. If they tell a customer they will call them at 2pm, it would be nice if the Gainsight CTA that they set for themselves had a task with a time of 2pm that would show on their outlook calendar.
Timeline entries are sorted by the date that you created the timeline post not the date you enter in the post. Some of our CSMs put things in retro-actively at times, so this is causing some confusion. Would it be possible to change the sorting to be by the date that you enter on the post and display that date? They have also requested the ability to filter by date as well as the current options.
Currently, both C360 and R360 timeline activities get synced to the Account object in Salesforce. We have a separate object in Salesforce that we actually keep all our 'Relationship' level information in and would like to be able to map the R360 activity to the corresponding object in Salesforce.
When configuring multiple account scorecards, in the "Applies to:" section, you can select from picklist, number, string, and boolean data type fields. It would be useful (for me at least) if currency was also a support field type. There are ways I can get around this, by using some other available filters, but it would be great if I could apply a scorecard to an account or relationship based on their ARR or ASV.
We have a number of Success Plan templates in use by our CSMs. However, as Success Plans are getting applied, the Cockpit list of Objective CTAs starts to get repetitive making it harder for a CSM to determine which Success Plan they are working on. Below is a screenshot I took of the CTAs for one CSM, some of these are for the same account. As you can see, it would be difficult to tell from Cockpit which CTA you need to use for each Plan. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190404at4-49-19PM-3c1a1096-ffc6-4444-922b-a8f01fca152f-2121398008.png[/img] Is there a way to make these more user friendly? I know they could just manually edit each Objective subject but I'm looking to see if there is a way to have that be part of the template. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190404at4-51-30PM-00886693-ed53-48a6-99dc-c4a356b3731e-1741780806.png[/img] Could there be a variable value to put in the S
We have some CTA's that fire to provide insight to our customers. These CTA's, once discussed with the customer, can easily become a part of our overall Success Plan. It would be great if there was a 'migrate' feature that would allow you to move the CTA to a Success Plan resulting in the CTA type now being an objective within the Success Plan.
Currently, @mentions result in the following subject line: "NAME mentioned you in an Activity" Gmail and other email clients put these messages together in a thread even though they are unrelated. Here's an example where Kelly @mentioned me for two different accounts, they get merged together: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/E2T-d0ce01de-9fb3-456e-b00c-4df8573eecc8-1676246310.jpg[/img] Same example, but within the emails: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/E2t2-e9b63fc9-543b-4b51-916e-379295984ac2-494006014.jpg[/img]
CTA detail view for linked objects- respecting record type limitations on picklist (and other places)Acknowledged
This is going to be a doozy, but we need to come up with a way to respect the picklist values when its reading data from a specific record. Within SFDC, the only way you can restrict picklist values is through Record Types (Opportunity, Case, Account, etc). When our customers set up these restrictions, it is often because they are working with a legacy system. It could also be that they have to manage multiple types of engagements for different teams but want a unified reporting system. This idea is focused on the CTA Detail View for when we add a linked object record to that CTA (although it could apply to other parts of the product). Today, when a customer pulls that linked record into the CTA, say an Opportunity record, and displays field level information, say Stage, it is going to show the entire picklist set of options that SFDC has. However, if the user was on the actual record in native SFDC, they would only see the allowed picklist options. Whil
Need the ability to have CTA's that can be assigned at the CSD level, vs the account level. For example, reminder CTA to have them update all their Health Score and Contact info (without them getting numerous CTA's for every account in portfolio). Similarly, need to be able to attach/link a CTA (or milestone) to more than one account. Use case here is that the CSD is creating documentation that applies to multiple accounts, and has to (currently) manually attach it to each account.
NPS survey response rate calculationAcknowledged
This is our second time using the Survey capability in Gainsight. I noticed that the response rate in the Survey tool takes the whole set of people that were polled and includes those that are in the "undeliverable" segment. For example, if you had 1,000 emails go out, and 100 were undeliverable. If you get 90 responses, the response rate should be 10% (90/900) vs 9% (90/1000). Right now the tools show it as 9%. It would be great if the system showed the true response rate.
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