CS Product Ideas

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155 Posts

A
Gainsight Employee: Shoshin
AbidGainsight Employee: Shoshin
shared in CS Product Ideas

Ability to add multiple emails in reply-to field for emails sent using Email tasks of CTAResponse from Customer

Hi Team,Client ( Arbor Education Partners Limited‍ ) has come across a use case scenario where they need the ability to add multiple emails in reply-to field for email communications. We currently don’t have this ability hence logging this community post for product team review. 

2
ssamarth
Gainsight Employee: Rookie
2 days ago
Christina P
Shoshin
Christina PShoshin
shared in CS Product Ideas

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.  

2
ssamarth
Gainsight Employee: Rookie
18 days ago
N
naushin.shaikhRegistered User
shared in CS Product Ideas

Can we change the color for NPS Question Scale in SurveyResponse from Customer

Can we change the color for NPS Question Scale in Survey

1
richa_bala
Gainsight Employee: Rookie
7 months ago
dan_wiegert
Gainsight Employee: Champion
dan_wiegertGainsight Employee: Champion
shared in CS Product Ideas

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

3
jaw
Team Captain
7 months ago
S
Gainsight Employee: Shoshin
Syam SunderGainsight Employee: Shoshin
shared in CS Product Ideas

Option to clone the MDA ObjectResponse from Customer

Hi Team,Customer requested the feature to clone the MDA Object. As a workaround I have mentioned that we can create another object manually (that's a copy of the original) and then transfer all the data with a rule if needed.  Thank you.

2
pgeorge
Gainsight Employee: Rookie
9 months ago
jagadeesh_kumar_paidimarri
Veteran Rookie
jagadeesh_kumar_paidimarriVeteran Rookie
shared in CS Product Ideas

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

2
C
Shoshin
11 months ago
R
Gainsight Employee: Veteran Rookie
rvinnyGainsight Employee: Veteran Rookie
shared in CS Product Ideas

File types no supported for email template attachment.Response from Customer

Hi team, I found that .eml or .msg type files are not supported as attachments for an email template. Would it be possible to support these formats as well?

4
C
Shoshin
11 months ago
A
agnes richardRegistered User
shared in CS Product Ideas

When a customer moves to "Inactive", is there a way to active him again ?Response from Customer

HelloWhen a customer moves to "Inactive", how to get them back to active please ?Thanks a lotAgnes

2
gopal_rao_kallepu
11 months ago
sashicago
sashicagoRegistered User
shared in CS Product Ideas

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

6
sarahmiracle
All Star
7 months ago
chris_mudd
Veteran Rookie
chris_muddVeteran Rookie
shared in CS Product Ideas

Ability to send initial survey multiple timesResponse from Customer

Currently in out survey program models we are not allowed to send the initial survey after the customer has responded.  It would nice to see the ability to send the initial survey multiple times with in the survey after the customer does respond.

2
richa_bala
Gainsight Employee: Rookie
1 year ago
darshana.shah
Team Captain
darshana.shahTeam Captain
shared in CS Product Ideas

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 

7
darshana.shah
Team Captain
7 months ago
Jef Vanlaer
Champion
Jef VanlaerChampion
shared in CS Product Ideas

Add rich text field to activity typeResponse from Customer

To capture answers to specific recurrent questions, I'd like to add a rich text field (such as the notes section) to the Meeting activity type. Currently, I can add a customer text field, but it is very small to capture longer responses.

2
Jef Vanlaer
Champion
1 year ago
D
Shoshin
DavidTShoshin
shared in CS Product Ideas

Display amounts in user's currency for the Mass Edit Scorecard visualization reportsResponse from Customer

Hi,We have an amount field with data type “currency” on our company object. The currency of that field may vary, some use EUR, USD, INR, CAD, SEK etc. When including this field in the “Mass Edit” report type the amounts are displayed in different currencies (the ones originally stored on the company) which makes it hard to compare, filter or sort.It would be helpful to be able to select a preferred currency, or use the currency of the logged in user to calculate the amounts to the same currency in the report. thanks!/David

3
D
Shoshin
11 months ago
iainr
Veteran Rookie
iainrVeteran Rookie
shared in CS Product Ideas

Horizon Analytics RSS WidgetResponse from Customer

Would it be possible to add an RSS feed widget for dashboards in Horizon Analytics? I like the new webpage feature, but often adding a whole website iframe when you just want to pull in for example a blog page adds a load of noise and the additional menus which can make it hard to read the content you are interested in.An RSS widget would let us bring in just the content we want and have this highlighted on our dashboards in a cleaner way. Thanks 

6
iainr
Veteran Rookie
11 months ago
andreammelde
Golden Ruler
andreammeldeGolden Ruler
shared in CS Product Ideas

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

7
kyle_handley
Shoshin
9 months ago
jim_barker
Shoshin
jim_barkerShoshin
shared in CS Product Ideas

Success Plan, CTA, and Timeline - Update RulesResponse from Customer

We have many, many customers who have needs to update these very critical objects: (1) CTA; (2) Success Plans; (3) Timeline from a bionic rule and there is limited/no ability to do so. Please make this available.  The needs arise when you build out processes and need to trigger changes due to other updates.  Rules does a great job of finding what the update should be, but there is no ability for this.  

3
sriram pasupathi
Shoshin
1 year ago
K
KK2Registered User
shared in CS Product Ideas

NXT Cockpit Due Dates' Default to CollapsedResponse from Customer

Can you change the default for the Cockpit’s CTA due dates sections to be collapsed? We can then focus on the tasks at hand and expand the upcoming CTAs as needed.

5
sriram pasupathi
Shoshin
1 year ago
andreammelde
Golden Ruler
andreammeldeGolden Ruler
shared in CS Product Ideas

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.

8
darkknight
ACE
7 months ago
narayanan_s
Team Captain
narayanan_s
shared in CS Product Ideas

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. 

15
narayanan_s
Team Captain
11 months ago
darshana.shah
Team Captain
darshana.shahTeam Captain
shared in CS Product Ideas

Success Plan snapshot filtersResponse from Customer

Hello Wonderful Product team,I have a challenge for you. @sai_ram . Use case. Here at ADP we have tons of products and services and our wonderful marketing team will put together slides/marketing information for each need the client might have. (that get to be close to 200 ppt slides) So what i would love to do is create filter for the slides within a ppt. So if the CSE selects a certain category from the objective CTA we filter the ppts for only those slides. and of course some ppts would be for all success plan snapshots no matter the objectives. anyways does that make sense?  so what do you think can i have this by summer?Best Regards,DarshanaPS j/k about the timeline. May would be great too. lol @kate_green  @kate_peter 

3
darshana.shah
Team Captain
1 year ago
M
Gainsight Employee: Shoshin
MIlanGainsight Employee: Shoshin
shared in CS Product Ideas

Execution summary sheet won't show the records affected for "Load to People Action"Response from Customer

Hello Team,"Load to people" action Execution summary sheet won't show the records affected, it will show only the summary. In case of any failure records in the execution, we will show in the rule result sheet.Currently it seems like a limitation.It's very important for customer to be able to see affected records in these logs.Could you please check on this request, if we could implement this in the future! 

2
sai_ram
Grand Slammer
1 year ago
darshana.shah
Team Captain
darshana.shahTeam Captain
shared in CS Product Ideas

Hide ability for Data DesignersResponse from Customer

Hello Everyone, I would like to suggest the Data Designer tables have a hide features. WHY you ask? the way we use data designer is for temporary data for JOs, short-term data analytics (as we built our tech touch program), etc. Some data designers are more permenant with continued improvement iterations. After the uses of the temporary DD, we would like to hide the table from rules and reports. As a larger organization we have a great deal of tables and would like to keep things simple and clean and easy for our partners to be able to see and understand such as in Dashboard capability. (you can see everything)So my ask is to create a way to hide DD tables. (now should that feature stretch to all tables. Yikes that might get scarry) So I would start with DD and maybe re-evaluate if other tables would need a hide feature?The above statments are my thoughts and opinion. No offense is ment.@kate_green @kate_peter @prathap Best Regards,Darshana Shah

6
rakesh
Gainsight Employee: ACE
1 year ago
cmultanen
Champion
cmultanenChampion
shared in CS Product Ideas

Survey Preview URL Link for NXT in SalesforceResponse from Customer

While trying to set up an internal email for our CSMs whenever a customer responds to our NPS survey, I noticed that the the default Survey Response Page URL field is an NXT URL. We required our team to login to NXT via SFDC. As a result, the default URL is prompting users to login to NXT instead of displaying the actual survey response. This caused some confusion so we’ve removed the default URL for the time being.It would be helpful if Programs had a response URL that was compatible with SFDC-NXT, or at least the ability to grab the survey response GSID so we could create our own dynamic URL links.  

6
bradleymcg
Grand Slammer
1 year ago
S
Gainsight Employee: Shoshin
Syam SunderGainsight Employee: Shoshin
shared in CS Product Ideas

Removing Timezone from C360 section for date fieldsResponse from Customer

Date fields of the object have a timezone appended on c360 page. Thare is a ask that Can we remove the timezone from these fields on C360 page. Thank you!

6
gopal_rao_kallepu
2 months ago
bradleymcg
Grand Slammer
bradleymcgGrand Slammer
shared in CS Product Ideas

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.

12
bradleymcg
Grand Slammer
5 months ago

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