CS Product Ideas

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723 Posts

S
Shoshin
sami.burkShoshin
shared in CS Product Ideas

Request for Enhanced Functionality within Activities for Admin UsersAcknowledged

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 -

6
S
Shoshin
3 months ago
sarahmiracle
All Star
sarahmiracleAll Star
shared in CS Product Ideas

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.

6
ssamarth
Gainsight Employee: Rookie
1 month ago
bradleymcg
Grand Slammer
bradleymcgGrand Slammer
shared in CS Product Ideas

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.

6
heather_hansen
ACE
8 months ago
sarahmiracle
All Star
sarahmiracleAll Star
shared in CS Product Ideas

Configure Journey Orchestrator JO programs to skip weekendsAcknowledged

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: 

6
PavanCh
Gainsight Employee: Rookie
1 month ago
T
Gainsight Employee: Rookie
tejkumarGainsight Employee: Rookie
shared in CS Product Ideas

Can we support the Data designer objects in the Gainsight home filtersAcknowledged

Can we support the Data designer objects in the Gainsight home filters.

6
bradleymcg
Grand Slammer
3 days ago
J
jmuhiuRegistered User
shared in CS Product Ideas

Duplicating existing timeline entries as new recordsAcknowledged

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. 

6
ewinglel
Shoshin
7 months ago
heather_hansen
ACE
heather_hansenACE
shared in CS Product Ideas

Ability to format columns in report builderAcknowledged

I have a report that’s displaying some boolean field values, and the values are left justified and running into other columns with longer strings.  Would be great if I could center those columns to make the report more readable.

6
Azad
Gainsight Employee: Rookie
9 months ago
Ester.Memoli
Team Captain
Ester.MemoliTeam Captain
shared in CS Product Ideas

Create a multi selection lookup field in Success PlanAcknowledged

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

6
lori_dinardo
Shoshin
5 months 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
2 months ago
ana_g
Olympian
ana_gOlympian
shared in CS Product Ideas

UI Request: Autofit dashboard report containers to number of rowsAcknowledged

[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.

5
ana_g
Olympian
3 years ago
jess_hall
Shoshin
jess_hallShoshin
shared in CS Product Ideas

Tracking Shared Success PlansAcknowledged

We're hoping to track whether customers have opened their shared Success Plans (sharing using the weblink send option). I haven't found a way - is this possible?

5
S
Shoshin
6 days ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Playbooks: Need the ability to "lock" the Playbook so it cannot be edited by end usersAcknowledged

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.

5
reneehouse
Shoshin
5 years ago
spencer_engel
Olympian
spencer_engelOlympian
shared in CS Product Ideas

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

5
jitin_mehndiratta
Shoshin
4 years ago
ellenoangieslistcom
Champion
ellenoangieslistcomChampion
shared in CS Product Ideas

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.  

5
C
Shoshin
1 year ago
heather_hansen
ACE
heather_hansenACE
shared in CS Product Ideas

Timeline DatesAcknowledged

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.

5
ronny_von_dem_berge
3 years ago
melissa_i_959be6
melissa_i_959be6Registered User
shared in CS Product Ideas

Ability to sync R360 timeline to Salesforce object other than AccountAcknowledged

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.

5
scott_496fa0
Gainsight Employee: Shoshin
3 years ago
michael_sweeney
Veteran Rookie
michael_sweeneyVeteran Rookie
shared in CS Product Ideas

Ability to add notes or modify the text in TimelineAcknowledged

I have been talking to a customer who would like to have the ability to allow at least the people who were tagged in the message to be able to add notes or modify the text in the Timeline view.

5
haleylund
Shoshin
6 months ago
pele
Veteran Rookie
peleVeteran Rookie
shared in CS Product Ideas

Allow Currency Type field to be used in Scorecard 2.0 "Applies to:"Acknowledged

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. 

5
shantan_reddy
Shoshin
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
1 year ago
john_apple
Olympian
john_appleOlympian
shared in CS Product Ideas

Options for making Success Plan Templates more varied for Cockpit viewingAcknowledged

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

5
aditya_marla
Shoshin
3 years ago
samantha_braastad
Champion
samantha_braastadChampion
shared in CS Product Ideas

Ability to 'migrate' an automated CTA into your Success PlanAcknowledged

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. 

5
jackie_galvan
3 years ago
tyler_mcnally
Gainsight Employee: Veteran Rookie
tyler_mcnallyGainsight Employee: Veteran Rookie
shared in CS Product Ideas

Include Account or Relationship name in subject line of @mention emailsAcknowledged

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]

5
tyler_mcnally
Gainsight Employee: Veteran Rookie
3 years ago
christopher_sanderson
Champion
christopher_sandersonChampion
shared in CS Product Ideas

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

5
E
Veteran Rookie
10 months ago
jd_griffis
jd_griffisRegistered User
shared in CS Product Ideas

CTA creation at CSD level and attachment to multiple accountsAcknowledged

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.

5
matt_machczynski
5 years ago
tracy
tracyRegistered User
shared in CS Product Ideas

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.

5
richa_bala
Gainsight Employee: Rookie
1 year ago

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