CS Product Ideas
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- 154 Posts
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Enhance the Chrome extension to allow users to codify reason for email (and use any email config set in GS)Response from Customer
Our CS function looks to measure reactive servicing (inbounds from customers to CSMs), so that we can leverage any insights on where optimisations can be made by product, support, content etc to reduce PTC / deflect better.Most 1:1 emails are in Gmail, and most are then logged to timeline via chrome assist. Currently, when a CSM receives an inbound email from a customer, and they reply via Gmail, there is no way to tag or codify the reason for that inbound email in gmail itself (i.e. when they are writing/sending the actual email), and therefore it’s very difficult to report / measure where CSMs are spending time, if there are any spikes in reasons for customer contact etc. Can consideration be given have mirrored email activity options in the Chrome extension? **I don’t wish to ask CSMs to have to go to GS and manually update there / double handle - employee experience is high up my priority list.
Allow admin to select Company Person Connector upsert keyResponse from Customer
Need the ability to select more than just the email address as the upsert key on the the Company Person connector job. Probably works great if you have clean upstream Contact data, but unfortunately we don’t and it’s out of CS control at this point. Getting a lot of “duplicate” failures in the sync job because, yes, we have duplicate contacts on SFDC records. But because of these duplicate failures, the “wrong” contacts are getting synced to Company Person causing discrepancies.I believe there are other admins out there with a similar need, for various use cases.Should be up to the Admin to select the Upsert Key/Key Combination for their particular environment.
Date Filters in Email VariantsResponse from Customer
The advanced logic for email variant filters is great! We have been able to simplify our email processes significantly with them. However, I would suggest making date fields available as options to filter by. We have variants of an email that simply need to be filtered by whether a date field is populated or not. I haven't seen this possibility anywhere, but I am more than happy to be proven wrong.
Ability to add a new line in concatenate functionResponse from Customer
Team, We have a customer using the text “Concat” function in the Rule Transformations. But unable to introduce a new line character between the fields. They want to display each field in a different line. We have tried to implement by setting the \n & “\n” in between fields of contact function but that deosn’t worked out.
Update templates of Success Plans after they are active/in useResponse from Customer
Would love to be able to make updates to Success Plan templates after they have already been applied and made active by the CSMs. We recently rolled out a robust Success Plan for the entire team to use, and there were minor changes I wanted to make, but they wouldn't be applied to the Success Plans already in flight/underway. Would be great to be able to do that.
Conditional Statements in FiltersResponse from Customer
Can we get conditional (If/else if/else) statements in filters? AND and OR logic is helpful, but it would be great to have conditional logic as well. It is true that some if statements can be handled with some fancy and/or groupings, but this would allow greater flexibility on what to include or exclude. Having a report that would allow me to say: IF (X and Y) ELSE (A or B) would be fantastic. That is a small use case example, but the implications would be much more value for anwhere you use logic to create something: reports (regular and data designer), filters, rules, queries, programs you name it. And to be clear, I’m talking about adding this in addition to case logic for formula and conditional fields.
Mass Edit and Delete Options Not Available for Success PlansResponse from Customer
Our team has begun to utilize success plans more often and have hit a couple of major road blocks compared to CTA administration. 1. There isn't a rule option to delete or close success plans 2. We can use mass edit to change the assignees for the individual objectives but there is no way to mass edit/update the plan owner These two issues have made it pretty cumbersome to manage existing success plans.
Add other account attributes to Global Timeline searchResponse from Customer
From Global Timeline, in the search view when relating an activity to an account can we include other account attribute such as account number? This way user can quickly identify which account to select whenever the account names are identical.
Survey Analytics/Reports on DashboardsResponse from Customer
The reports in the Survey Analytics tool are incredibly useful but are often impossible to replicate using Report Builder. We have matrix style questions or multiple choice questions that, when in Report Builder, come out looking awkward, or multiple selections are separated by commas instead of being counted as individual responses towards a percentage. I think the survey reports should be available to add to dashboards as they are, rather than having to go rebuild with the data using several unrelated objects in Report Builder
Success Plans Modify Date updated when CTA or Timeline associated is updatedResponse from Customer
It would be great for the modified date on the Success Plan to be based on max date of a timeline entry or CTA modification. We are trying to encourage CSMs to update the CTAs and Timeline entries to help us track how often they are interacting with the plan. Right now, the modify date only updates when you close the plan, which is not a true reflection of how often a CSM is interacting with the plan.
Do Surveys record clicks on the survey or save buttons and provide timestamps? if not, could we add those fields onto the flattened survey schema?Response from Customer
This is a request from a customer conversation involving NPS survey results. The customer in question has a recently closed NPS survey program that still has a few straggling participants in “Partially Submitted” status. In one outlying example a partial respondent (who was later dropped from the program) answered the NPS question (which was question 2) without answering the first, required question. One of the asks stemming from this conversation was - is there any way to find out whether someone pressed the submit or save button on a survey? I dug into this from AO Participants, NPS Survey Response and the flattened object perspectives and could not find any boolean or datetime fields for Submit pressed or Save pressed. ASK: would it be possible to track button clicks for the Submit and Save buttons via a boolean field and also provide a corresponding timestamp for said action? A secondary ask was to see if additional popup messaging could be added in open survey sessions if either
Success plan copy featureResponse from Customer
Hey Product team,I would like to formally request for a copy feature for the objective within success plan. I was part of the success plan beta testing and did not see this feature. However I have discussed this enhancement previously and thought it would have been added to the new success plan. USE CASE: We do a new success plan every year with annual goals are clients are working on. This helps us understand what our clients are working for the year and how to direct our marketing, product, etc. efforts for the year. So in order to make this easier it would be great if we could do a copy feature for the objectives and/or full success plan. Best Regards,Darshana Shah@kate_peter @Anil Raj Pujari
Success Plan Field LimitationsResponse from Customer
While you can map simple data types when creating a Success Plan with a Bionic rule, other data types do not work as expected resulting in having to use less than ideal workarounds (passing them in as text).We need the ability to map URLs from SFDC to Success Plans We need the ability to map Multi Picklists from SFDC to Success PlansI will note that you can pull data types such as URLs and Picklists from SFDC and update a table in Gainsight just fine, it just seems to be a limitation when creating a Success Plan or a CTA.
Text Boxes: Stripping formatting when pastingResponse from Customer
Good Morning- We've run into this issue a few times over the last few months and I wanted to get some feedback from the community: When our CSMs try and past any text into form fill boxes in Gainsight, the formatting from the program where the text originated (PowerPoint, .pdf, etc.) is transferred to Gainsight's text boxes. The problem is that Gainsight's text boxes don't support formatting (well, there are extremely limited formatting options in the form of <b></b>, <i></i>, etc., but I digress), and the text ends up taking a form that's unreadable, unususable, or just different from other text fill boxes that are manually typed or contain information pasted from a different originating software. Is anyone else running into these issues? Would anyone be in support of Gainsight automatically stripping out all formatting upon pasting, much like Notepad/Textpad does in Windows? This would be done for consistency of display withi
Rules Engine: Allow stat functions to be groupedResponse from Customer
It would be helpful if bionic rules allowed you to use GroupBy when adding a stat formula to the dataset. Use case: When calculating something like standard deviation and z-score for a customer's usage, I would like compare their most recent usage to their usage historically– for things like health score and CTAs. If I can calculate a customer's average usage for the past X number of weeks and standard deviation for the distribution and weekly usage, I can compare the most recent week's usage to their historical average and know how significant the delta is for that customer. The reason I would want to do this on a per-customer basis as opposed to calculating the stdev across all customers, is that we have (as I would imagine is the same as a lot of Gainsight customers) such a wide-range of usage patterns across customers. And I wouldn't necessarily want to compare, for instance, low-tier customer's usage against the aggregated average and stdev of all customers. What's helpful
Success Plan Mass Edit to CloseResponse from Customer
Currently you are not able to do a mass edit to close Success Plans. This is helpful for an admin to have the ability to do if the strategy changes and we need to shift a focus for the team. Additionally we have quarterly plans that get triggered. It would be helpful to be able to mass close the previous quarter plan to limit confusion
Idea (Survey 2.0). Ability to change the Question Type (Format) when Creating Survey.Response from Customer
I seem to run into this a lot when working on building Survey’s for people in my organization. They layout the survey in the question format they want...and then after seeing or talking to others they want to change it. So as of now, you have to create a new question in the new format, and then delete the old one. It would be awesome if while the Survey was in draft, you had the ability to modify the question type (format) to another.
Allow split string formula in Rules EngineResponse from Customer
I've come across a scenario where I need to parse out values contained in a multipicklist and have discovered that I don't have a good way of doing this in the Rules Engine. I can do a LEFT substring and a RIGHT substring, but for any scenario where the value is A;B;C;D - I don't have a way to grab the B and C values. Can we please introduce a split string formula to take care of this use case?
Gainsight placing CSMs in bounce list for emails sent from JOResponse from Customer
Hi Team, Posting this request on behalf of customer. Gainsight fails to send email to any recipient if a user that is CC’d on the email is on the Gainsight bounce list. For example, if a CSM is on the “Email Copy to:” in Journey Orchestrator on an email sent to several customers, and the CSM is on the bounce list, the email is not sent to any of the customers. The correct/expected behavior is that email should be delivered to all customer recipients regardless that someone in the “Email Copy to:” is on the Gainsight bounce list. The entire program should not fail. It would be great if CSMs are not placed in bounce list since it is intended that CSM should be aware of the communications with their customers. Regards,Jagadeesh
Allow NXT Rules with sfdc cross object lookup fields or lookup filter fields migration via x-orgResponse from Customer
NXT developed rules with salesforce sourced lookup object fetch or filter fields are not x-org migrated.We are following a culture where any new project developments are approved for Gainsight to be developed and tested in sandbox tenant first without implementing directly in production instance.At times we stuck to see many rules having sfdc cross object lookup fields or filter fields not migrating with in NXT tenants via x-org.
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