CS Product Ideas
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Right now, when a participant field is synced it will not be updated once the program is active. For example, say a CSM changes between emails in a program where it is configured to send from a CSM, I can't think of any ways to make it so this change is reflected within this program. I am not sure how this would be built but it would be nice to designate some fields to be always up to date. Seems calculated fields can be used as a token in the email but the From Name and From email address don't accept calculated fields.
I would like to use the same custom fields that my business has defined in ZenDesk when we link into Gainsight. I read in the FAQ that this is not currently supported, but I was wondering if there were any plans to build out a functionality for this? The ZenDesk <=> Gainsight link is great, but I need that extra level of detail to create something that'll be useful enough to encourage adoption from the organization. Thanks!
Make Column Width in Rules Engine StickyImplemented
The new Horizon UI for Rules Engine cuts off the rule names. In order to see them, I have to change the column width, but it doesn’t stick so every time I navigate away and back I have to readjust. If it can be made either sticky or dynamic to fit the rule name this would be better.
Email Logs to Email Log v2 EquivalencyImplemented
Incoming wall of text - Email Assist 2.0 (formerly known as Email from Anywhere) starts a countdown on the life of the MDA object Email Logs. Meaning, asset/process referencing that object will need to point to Email Log v2. This post has a couple of requests for Gainsight @andutta or @Cornelia some help getting this to the right people please :)). Below is a table of what I have mapped so far. While most of the fields are pretty self explanatory, I thought it would be helpful to map the fields from one object to their equivalent in the other, for easier reference. Note that I’m not 100% on all of these. My requests to Gainsight are:Can someone from Gainsight validate/correct the below table? If in the meantime anyone from the community wants to contribute with a confirmation, correction or addition please feel free to do so and I will make updates when I can. When a new object is made that duplicates some or all of an existing object, can this type of table me made published and avail
We admins need a single document that contains all the known limitations (and instructions for how to increase, if applicable) within Gainsight’s platform. I know @sdrostgainsightcom and I pushed for this a few months ago when I was still at Gainsight, and I think it’s just as relevant as ever. For example, A Data Design can only contain 50 fields (but if you need more, contact support). A Rule can only contain a maximum of 15 total tasks. A Dashboard is capped at 20 (maybe 25? - see, this is why we need this...) reports. And so on. This would be so massively helpful and would almost certainly deflect countless hours of tickets/questions from Gainsight’s support and CS teams, respectively. Please consider prioritizing this.
I was surprised to see that you can only change the domain when creating alternate email addresses for Email Assist. I don't really understand how this solves anyone's use case? What I want to be able to do is use a generic email address like email@example.com, but no matter what domain I configure, I'm stuck with the email still using everything left of the @ sign of my own email address. So it shows up like "sengel@firstname.lastname@example.org." Even if I changed it to email@example.com, it doesn't serve my use case at all. I want the email to show as a generic email address.
Follow Up: The ability to change the "FROM" email address when using the email assist featureImplemented
Follow up to this idea: [url=https://community.gainsight.com/gainsight/topics/the-ability-to-change-the-from-email-address-when-using-the-email-assist-feature?utm_source=notification&utm_medium=email&utm_campaign=new_comment&utm_creply_button&reply[id]=18948887#reply_18948887]https://community.gainsight.com/gainsight/topics/the-ability-to-change-the-from-email-address-when-u...[/url] Looking for the ability to customize specifically the "from email" and "from name" in the email assist tool for our pooled account management program not just the send domain. We can control this in gmail using the from dropdown (see screenshot) and in co-pilot via the standard form: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170914-50823-lrnvse-RackMultipart20170315-610-19lsnd1-Screen_Shot_2017-03-15_at_5-12-57_PM_inline.png[/img] Use-case 1 -- Advisors (scaled CSMs) have consultation with a customer. They create a CTA and apply the
I'm posting this on behalf of a customer, who would like to be able to configure the CTA list view to remove health score. This would be a product enhancement to Cockpit Configuration. Specifically, in the List view field configuration, show Customer::GS Health Score as a Selected field, so that it can be removed.
Hi, as we start to build our community, there is an increasing need to be able to log Timeline activities capturing a meeting in which multiple clients were present. Currently that doesn’t seem to be an option without creating a copy of the activity under each company. How does Gainsight log interactions between clients?Is this available in NXT or already in the roadmap? Thanks, Ana
Hi Team, Currently, we won't be able to use the CTA Object in mass edit to change the owner of the objective as an auto-added filter is in place. Customer would like to be able to reassign the assignee. I know it is not on near term roadmap. But can we priortize it? Customer has to do lot of manual efforts to change each assignee. Best,Hardik
Hi Team,As per current product setup and support article: https://support.gainsight.com/Gainsight_NXT/Connectors_(Horizon_Experience)/Sightline_Integrations/DB_Based_Connectors/Snowflake_Connector, Gainsight does not support fetching TIMESTAMP_NTZ data type from Snowflake (Attached screenshot from support article). We have a use case where we are looking to import a field from Snowflake with the Datatype of Timestamp_NTZ. Can we please consider this? Also, please let us know if we have any workarounds until this gets implemented
Email Assist Sending LimitationsImplemented
Hey Team! Right now, we have a functionality limitation with Email Assist that some of our Customers are looking to see expanded. In Email assist, we can only send out 10 emails from any one Email Task on a CTA. However, some use cases might have our customers sending out 20-30 one off emails by their CSMs to Contacts from another company. With this hard limitation on only being able to send out 10 emails via Email Assist, we're cutting off certain use cases for our customers! As always, thanks for the consideration. Logan Thome
Changing Owner on Success PlansImplemented
When you change the owner of the Success Plan, it doesn't change the owner of any of the objectives or tasks, and you have to do each separately. Could you get the same prompt for when you change the owner of CTAs so that you don't have to do the Success Plan, and then, all the objectives?
Dashboard global filters using OR logicImplemented
While doing a bit of troubleshooting on behalf of a customer, I've noted that we cannot seem to use an "OR" logic on "Global Filters" in a dashboard. What I mean by this is if I have a dashboard with four reports, all of which have the same two common filters using OR logic, I would be good to have the common filter on the dashboard reflect "A OR B" logic when applying the filters at the Global level.
When a user’s username is changed in Salesforce, it produces a duplicate record in Gainsight’s User table because the User Connector job doesn’t let you select the SFDC User ID as a Key field - the only immutable field on the SFDC User record.As a result, this is causing duplicate records to be displayed, exported when using SFDC User ID as a lookup value on dashboards, queries, etc.Even though, yes, a SFDC Username must be unique - it can be changed on the same SFDC record. The SFDC User ID cannot. It should be the Key value.
This is related to comment exchanges that were posted on other community posts (and here) but I couldn’t find a specific post dedicated to it, so figured I would enter here. Please enable the ability to schedule the delivery of reports to internal email addresses directly from Report Builder. Similar to how you can do this in Salesforce. I know Journey Orchestrator has the ability to email reports to internal Users, but it’s a very effort-heavy process when you just need the ability to recurrently email a report to executive leaders. WIth Journey Orchestrator, you have to (at a minimum) build the report in Report Builder go to JO and create an Email Template to attach the report create a Program and Select your model create your source data set make sure you map any fields appropriately on steps 2-5 on the Participants Config (and save each one separately) go attach your template to the program model and map any tokens asappropriate End the outreach Publish the outreach Schedule th
On the C360, you can add low volume objects as a related list. If you include the GSID in the report, you are provide with 2 actions: view/edit. I have created another idea to more easily add this functionality: https://community.gainsight.com/cs-ideas-21/simpler-ability-to-view-low-volume-object-on-the-c360-38559 Once the GSID is added, a user can click the eyeball to view the record. The page layout that is presented for the object is sorted by field type and then field name. Here’s an example: There is no way to adjust this page layout. It would be more helpful and intuitive for CSMs if this page layout was sortable.
Ability to create multiple Gainsight HomeImplemented
Hi team,We’d love to have the ability to create multiple Home.Here’s our current use case: We have multiple roles within our CS team: CSM, CSO, CSE. More than one can be assigned on an account at the same time which means that we have different fields to identify them. This creates issues when adding filters as we can’t link a filter to multiple fields.
Zoom Meeting IntegrationImplemented
Considering the current environment of many folks handling customers remotely, how much thought has been given to Zoom Meeting integration? Creating meetings (scheduled or ad hoc) with the ability to add Zoom appointments that populated Outlook via the add-in would be a significant time saver and huge user satisfier.
Edit & Save a Whole Success Plan SectionImplemented
Back in SFDC edition, we had the ability to edit a section of a Success Plan and hit save only once. Now in NXT, our users are being forced to save each field they edit, resulting in far too many extra clicks. Below is the message and screenshot from one of our end users explaining the request:“in the future is there any way we could get the ability to edit all of these at once? Like still have to check off each one, but instead of clicking the edit and save button plus check it off for every one, we just click one edit button and one save button. Right now I am completing 27-20 clicks to check off 9-10 items.” End Proctoring-
We are using success plans to streamline a company-wide transition for our customers. We implemented and mass created these success plans, but would now like to add 1 additional objective with a survey email template for follow up once the rest of the plan is complete. Is there a way to mass add 1 additional objective to any plan already using a specific template? Or would we be better off to trigger a CTA based on completion of the current 'last' objective?
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