CS Product Ideas
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Smartsheet enables CSM’s to email their customers directly with shared project dashboards/files/etc. When these emails are sent on behalf of the CSM’s Gmail account, quotation marks are surrounding the recipient’s email address. This prevents the Chrome plugin from recognizing the recipient on the Company Person object and leaves email timeline entries in the draft status. Would be a nice addition to have the feature be able to recognize these quotations and still be able to log these entries to the timeline!
Google Calendar Integration on HomeNot Planned
My CSMs are loving the calendar integration, and are finding it a great time saver. One thing that has been suggested that would help make it even better would be the ability for the CSM to filter out meetings that they don’t want to see there. For example, recurring internal team meetings.
Scorecards for UsersNot Planned
Hello - Do you have any plans to implement a scorecard measure for Gainsight users? Adoption is such a big part of being a Gainsight admin, and it would be amazing to set thresholds for users in a rules engine and use them to populate a scorecard. Currently, we use reports and dashboards to leverage this, but I think there is high value in being able to leverage the power of scorecards. Some use case examples: Easy to track new hire Gainsight adoption. Create CTAs/Programs to end users and leadership if usage trends downwards. Create easy to digest reporting across the org for user adoption. New process/feature adoption metrics
Customer was looking to use an Okta user to authenticate the snowflake instance via Gainsight. We believe that the current snowflake connection mechanism doesn’t have the possibility to create a token and store it in DB (similar to our SFDC connector).Do we have any near-term ETA for enabling okta users to authenticate the snowflake connector via the connectors page?
Multi-line reportNot Planned
We have a number of dashboards with reports that are a large number of columns and its getting difficult to display all of the columns on the screen. I was looking to have the ability to have multi-line reporting something like below:Line 1: Account Name, ARR, Renewal DateLine 2: Account Owner, CSM Name, Rich Text Field 1 Are there any upcoming options or options to do this today rather than the wrap text option?
Data download from Horizon Analytics reports is apparently limited to 100000 records (lines) and according to documentation, export to S3 via Rules Engine should be used when more records need to be exported. This makes it really hard for end-users without Rules Engine access to export large dataset (e.g., usage data) from reports to do further analysis.The option to export to csv (via an email link when the file was ready) available on the old reports was great for these purposes. I'd be very happy to see this option (or another way to easily download larger datasets) return.
Native Dial-out function from Gainsight?Not Planned
Hey all, I’m new to Gainsight administration and have a pain point to solve for our CS teams.We’ve recently transitioned a lot of our work from Hubspot to Gainsight, however the team are sorely missing Hubspot’s feature that allows dialling a phone number from their browser.That functionality is very useful as it provides efficiency gains, it automatically records call time for accurate reporting (and actual voice recordings) and means we can avoid having to supply and maintain work mobiles for employees (and they don’t have to look after them either!).I believe Hubspot use Twilio Are there any plans for GainsightNXT to offer a similar functionality, pehaps with Amazon Connect or similar?
Allow Multiple Lookup fieldsNot Planned
I’d love the ability to add multiple users or persons to a field.Example use cases could be; - 2 (or more) CSM’s working on an individual company/relationship- Multiple persons holding a specific “role” for an opportunity, e.g. ChampionThe (front-end) functionality that is currently available in the timeline would be ideal. I appreciate it’s not that simple back-end wise though.
Loading data from Google sheetsNot Planned
Would love to be able to upload data (either to a rule or MDA) directly from Google sheets instead of having to use S3 as a connector. For example, we are pulling a lot of product data into Google sheets to slice and dice and decide who we want to target for campaigns, and I have to export from the Google sheet to Excel and then load the excel to the S3 to grab and pull into GS. Would love to just connect Google sheets to GS and be able to save some steps.
As we continue to expand and grow the usage of snapshot functionality we are getting to a state where there are a good number of available snapshots for export. As a larger company, we also have certain teams that use specific power points and other teams using a completely different set of powerpoints. Similar to a c360 layout filter, we’d like the ability to filter what snapshots are available for a specific account based off company details.
I think some of the changes made to the Scorecard Mass Edit visualization in Horizon Analytics are great, particularly the combining of setting the score and logging a timeline entry in a single action. The changes to the score display (captured below), however, is not eliciting much favor from the users with whom we shared this yet. It was easier to compare columns side by side at a quick glance because the format was the same and there wasn't any wasted/white space. From an internal leader: “I understand the idea behind a ‘streamlined / minimalist’ design, but this particular feature used to benefit from "at a glance" visibility into how a customer was doing. This reduced footprint for the health score color means I have to physically trace across the customer and can no longer benefit from ‘at a glance’ sense of the business. White space does not add value.”Hoping others out there share this sentiment and that GS will provided a restored view that shows the blocked colors but reta
Our company has complex scorecards with 10+ measures, and therefore, we have artificially high overall scores across all client base due to each measure having less than 10% of total measure. Naturally we would want to see a yellow (if not red) overall score if 3 of our measures are in red, but with existing schema, if only 3 measures are red and the rest are green, the overall score would be ~82%, which is lime green.We have shared this with Gainsight with numbers and an example, but with overall score being the weighted average of individual measures, there has to be a way to set a separate grading for the overall score. Otherwise, either the overall scores show artificially high scores, or each measure would be marked with a much lower color than it truly is.
Assign an email as a task with gmail widgetNot Planned
With the Gainsight Widget, it would be very valuable if there was an option to mark an email as a task in Gainsight. As a workaround, I know I could add the email as a Timeline activity, then go in and edit/add a task from there, but it’s a clunky step and I find I don’t do it half the time when working through my emails.A potential simple solution “when checking the box to add to timeline” if It simply had a follow-up prompt that asked if there is a task associated with this, and I could mark yes, then at least it would add it to the Cockpit for follow-up later.Bonus points if that checkbox allows a field for me to include the action needed, as well as the ability to select a date.
When adding customer call notes in timeline, we need an ability to automatically send the notes to all internal attendees.If we had an option to allow automatic addition of all internal attendees to the at mention automatically it saves a step.For Admins if we can selectively configure this automation for particular activity types - even better!
We link CTAs to Opportunities and Cases. We would like to have the ability to link multiple opportunities or cases to a single CTA.Example scenario: To show the strategic plan in CTA that is influencing/being influenced by multiple opportunities/cases/or anyother object.
The Context ID is not editable via Rules Engine, however this would be super useful to have editable when generating Milestone timeline entries. This would allow us to associate to success plans. For example, we want to generate a timeline entry when fields get changed on the Success Plan. This will allow us to see a history of changes in timeline which is easily shareable and trackable if the CSM needs to hand off the account.We currently generate timeline entries for some updates that are made, but since the Context ID is not an available field to load to we cannot associate the milestones to the plan
Dated Currency Conversions - MulticurrencyNot Planned
Salesforce supports advanced currency management that allows users to manage dated exchange rates within opportunities. Dated exchange rates allow one to map a conversion rate to a specific date range. Based on the start date and end date for a given conversion rate, a closed opportunity amount would differ even while using the same currency. Some of our customers have requested for this feature, it’s good to include this feature in our product as well.
When I try to move a CTA's due date earlier, I get an error "CTA due date cannot be earlier than task due date". This makes it essentially impossible to move the CTA's date earlier - you have to change all of the task due dates earlier before you can change the master CTA date. When the playbook’s due date for the tasks is set to be the CTA due date, these should be editable together too.
Segment Connector accessibility in EU regionNot Planned
Hi team, I heard that currently we don’t have segment connector in the EU region for the horizon Experience. I see that most of the customers from EU region are looking to use Segment connector. Hence, it would be great if we prioritize this request. Best,Hardik
Timeline...Jiminny -Not Planned
We have a customer who wants improved timeline UI capabilities...so this is 1 of 2 ideas. In this idea, they would like to be able to integrate Jiminny into Gainsight so it is easier to log meeting notes, etc. I reviewed the timeline idea’s and don’t find a match. Vote for this if you find it important.
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