CS Product Ideas
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I have a request from a customer to be able to use (for example) the language variant when using email assist. In testing this it appears that it always defaults to the first in the list (English) when sending out. They'd like the email sent out to a contact outside the US to receive the email in the local language similar to the way that Co-pilot works. At this time it looks like they'd need to create a template for each language.
Follow Up: The ability to change the "FROM" email address when using the email assist featurePlanned
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
A few customers have asked for the ability to draft template emails via copilot, but for the final "send" button to reside with the CSM. So - the CSM gets the final say on when the email is sent, but does not have to take the time to draft the email contents.
Hi - an idea that was shared with my by one of my customers was related to creating CTAs automatically through Outlook/Google calendar integration. The use case is as follows: [list] [*]CSM creates a calendar meeting request to their customer to schedule a meeting. While in the calendaring app, they have an option to click a button that will sync that meeting to a CTA in Gainsight. [*]The CTA will be created using relevant content from the meeting request (some details will have to be worked out as to how the correct customer is selected and how other mandatory fields are populated) [*]CTA is now ready to be actioned upon once the meeting is held and the notes are added to the CTA or chatter feed for that customer. [/list]This would allow for reduction of an extra manual step and will especially assist in cases where customers do not have standing recurring meetings, but instead meet in an ad-hoc basis.
I’ve been running into issues where we have users in my environment that have duplicate Usernames but different SFDC User IDs, however when I compare them to their Salesforce counterparts the usernames are different. I have to assume this is due to some upstream issue - changes made in SF that are out of my control and/or occurred before I came here - but this causes issues for me because the Salesforce Connector user job won’t allow me to use the SFDC UD as an upsert key, so I end up with partial failures related to the duplicate usernames (my upsert key). When I run into these types of situations my only recourse is contact Gainsight support to delete the user for me. I need more control over my user table with the ability to delete users.
We have a use case where it would be helpful to see in Gainsight all of the upcoming customer calls/onsites, which we typically have stored in individual CSM calendars. Is there a way to do this presently in the system? If not, I know there's an ongoing thread about CTAs and GCal integrations that I think is similar (and not redundant) to this request.
The Rules engine should be updated or modified to support writing data to Salesforce's Multi-select picklists. Gainsight's own native field, the Tag field on Customer Info, cannot be written to correctly with the Rules Engine, because the engine overwrites existing values instead of appending new values.
We were excited about exporting success plans with the new 2.0 functionality, but find the lack of configurability to be a bit disappointing. I would love to have the following capabilities added. Anyone agree? Others you would add? [list] [*]Ability to edit color scheme to match our corporate .ppt template [*]Ability to edit font type to match our corporate font [*]Addition of status column to task line items [*]Ability to include plan info [*]Ability to include Gantt chart overall view of plan [*]Ability to have multiple plan owners [*]Ability to move and modify plan sections based on desired layout as a template, instead of manually manipulating each presentation [/list]Thanks in advance for your consideration!
In Salesforce you just separate values with a comma when using Includes, but it doesn't seem possible in Gainsight. Instead, I have to have a separate filter for each value I'd like to include which complicates the advanced logic string when I should be able to just include them in a single filter. For example, I want to deliver an email variant based on country. If it's not a picklist, I have to write: (A) Country = USA (B) Country = UK (C) Country = AUS (D) Country = NZ A OR B OR C OR D Instead, I should be able to write (A) Country includes USA,UK,AUS,NZ In this example, it's quadruple the work for each template that has this filter; add on any additional filtering and it becomes cumbersome pretty quick. Is there any way to include multiple values when the field is not a picklist? I've tried contains, comma, comma and a space, semicolon, semicolon and a space, and Gainsight converts it to = after saving (ie, Country = ('USA,UK,AUS,NZ') ),
When adding new fields to Timeline Activities, it looks like the only options for "Field Type" are Text, Date, Number and Checkbox. Is a "Picklist" type field anywhere in future plans? I'm trying to match the Timeline Call Activity fields to my existing Salesforce Call Log fields, so that the calls will sync over to Salesforce, but we have several required Picklist fields in Salesforce, and I don't want to end up with a lot of messy data from open text fields.
We would like the ability to filter by fiscal date within the Rules Engine Setup Rule. We have some rules that power MDA and reporting that report only on current FQ. Each new quarter, we have to manually adjust the dates to the current quarter, so this will become unscalable once our number of rules grow. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160802-85827-fy38t4-Screen_Shot_2016-08-01_at_5-55-00_PM_inline.png[/img]
Some of our scorecard measures (the ones that folks populate manually) have a validity period set, and if the measure is past it's validity period, an alarm clock icon shows on the measure. This icon only shows on the C360 view of the scorecard, but isn't available in a Dashboard view or in a Gainsight Report, as far as I can tell. It would be great to be able to show which measures are "stale" so that our users could quickly and easily find which measures they need to update, and create some reports around this. I think all you'll need is a formula field on the Scorecard Fact object that compares the Score Last Modified Date field to the Validity Period field on the Scorecard Metric object.
It may be beneficial for end users/admins to have the option to adjust Task Type mapping when syncing Activities from Gainsight to SFDC. Currently, it appears it is set up in such a way that the Task Type to any Activities synced from Gainsight to SFDC will automatically pull the Default Task Type and, depending on which activities are synced, may cause confusion for end users. For example, a user logs a call from the Activities tab with the "Sync to Salesforce Activity" checked off on the Activity config, this call will appear with the default Task Type which may not be set to "Call" and could throw off some end users. Having the ability to map Task Type in the Activities config may assist in resolving this. Thanks!
I'm working with several customers who are interested in being able to set up surveys based on specific events (or triggers). For example, configure Gainsight so that a survey is automatically sent when implementation is complete for a customer as denoted by a change in stage. While this is possible with Gainsight Services via a SOW, it would be ideal to put the power of triggering surveys in the hands of Gainsight admins. Anyone else interested in this capability?
The unsubscribe link that currently accompanies our Customer Success emails would benefit from two improvements:1. Translation into our priority languages: If you offer an email in a native language, then it should carry through to the unsubscribe page. 2. Change survey opt out message: This message should say “opt out from Customer Success Survey,” since this will not opt them out from surveys sent by other Marketing functions via an alternative e-marketing tool.
Hi all,Within the Horizon Analytics version of Rules Engine, it’s nice to be able to expand the Rule Name section to see the entire name of the rule without having to wait for the tooltip to pop up when moving your cursor over it. However, when I drag the bar over to see the entire name and then switch to a different folder, it reverts back to its default position and I have to move the section line again. It would be nice to have this auto default to show the entire rule name in Rules Engine and when switching between folders if possible. Thanks!
I'm running a report against an MDA object. Two key columns are the account name, and then the date for the specific data point. I can sort by Account... or date... but not by "Account and then date within account." So if I want to see week 1-4 in order for an account, i'm having to sort by date and then filter to a specific account. In Excel this would be easy, right?
We would like to be able to automatically track the duration (time worked) on an email when creating that email in outlook and it automatically going to Timeline through the integration. This would help save us time from going back over to timeline and adding the duration of work.
When attempting to set a health score value to 0 or 100, the slider often stops at 1 or 99, respectively. Shifting the slider around, or coming back in, will eventually allow you to set the correct value. Would like to have that anomaly fixed to prevent the extra work, or agent just leaving it at the incorrect value.
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