CS Product Ideas
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- 246 Posts
- 25,371 Replies
Email Assist - emailing multiple accountsWorkaround Available
Hello Is there a way for our CSMs to use Email Assist to reach out to contacts across multiple accounts, without the need to create multiple CTAs - one per each account? For example - Linda looks after 25 low touch accounts and needs to follow up with the contacts from these accounts - the template is already created in Email Assist but currently she can email only one account at a time, rather than all her contacts. Any ideas other than using JO which we don’t want all CSMs to use? Our team just use their Outlook emails, and don’t even use the BCC to TL link as it requires a specific account to log the coms to, rather than logging it to multiple accounts. Thanks Katerina
Rule Execution Logs from Scheduled runs not containing Action DetailsWorkaround Available
When a rule chain scheduled rule runs, the execution log does not contain the Action results the way a manual run does. Scheduled: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180615-52487-zhm4v7-Screen_Shot_2018-06-15_at_8-46-42_AM_inline.png[/img] Manual: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180615-15435-1ll6uf2-Screen_Shot_2018-06-15_at_8-47-00_AM_inline.png[/img] Worse still, the email that comes through doesn't even tell me the number of records from the Action the way a manual rule does: Scheduled: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180615-59311-lettw6-Screen_Shot_2018-06-15_at_8-49-41_AM_inline.png[/img] Manual: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180615-33746-1ajcvaf-Screen_Shot_2018-06-15_at_8-50-06_AM_inline.png[/img] This increases the level of effort required to monitor/troubleshoot.
Export Option in TimelineWorkaround Available
I thought this would be a nice feature to add to Timeline (more so the global Timeline) but would be great in either. Similar to how CSMs are able to export a list of their CTAs to a CSV file, it would be great addition if the CSM could export the Timeline activities into a CSV file. The use case here is that in global timeline, CSMs might search for some keywords, e.g. anytime a competitor to our product is mentioned in the subject or notes. If the CSM was to filter to these activities and export to excel, with the subject, notes, contacts information all included that would be very helpful for our team.
A/B Testing for CopilotWorkaround Available
We are looking for an easy way to split a power list in half to send a message to one sub group and a slightly different one to another sub group to compare the results. Of course, we can set up a flag and populate it. I am just looking to see if we can do it easier than that. Is this something we have considered as a feature for copilot?
Adding Account Team Members through GainsightWorkaround Available
We are working on bringing more of our teams into Gainsight. In doing so, we want to streamline their workflows to be using as few of tools as necessary. One thing we need managers and teams to be able to do is assign Technical Project Managers and Project Managers to accounts. Currently, these are setup as lookups in SFDC. Because of this, I believe, we aren't able to change them from fields in Gainsight. We could write their name to a field in Gainsight, but we want to be able to trigger CTAs to them based on different factors on the accounts, and trigger emails to their customers. I'd like to do this without having to create 3+ custom fields for TPM and PMs in Gainsight (First Name, Last Name, Full Name, Email, User ID, etc.). Is there a way to be able to assign TPMs and PMs in Gainsight where we could pull the same information we are able to for CSMs?
Success Plans: Is it possible to link a custom SFDC object to add editable fields in the 'Plan Info' section?Workaround Available
Use Case: Our CS Ops team is working on bringing in a new team into GS. The team is a services team responsible for implementation projects. In their current workflow, they create a new record on a custom SFDC object for every new project. They use the object's fields to add details about projects and update project statuse, and this process won't be going away when we bring them into GS. Ideally, what I'd like to do is create a success plan template where I could link a SP to a record of the existing custom object and give our implementation team the ability to edit fields directly from the Plan Info section of the success plan. e.g. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190611at10-23-48AM-510002a4-0f8d-4532-8678-1811f40a586e-232866766.png[/img] I think I can kind of get this by linking the object to CTAs and adding a section to the objectives where I could make fields editable (although, I haven't actually done this y
Suggestion about workarounds to create CTA by rule with a specific Due dateWorkaround Available
Hi Guys, I'm looking for a way to create CTAs with a specific Due Date by the rules. I've posted before replying about some other guy suggestion about it (3years ago). But I didn't have any answer. I would like to know if someone has some workaround to do this: We try to create an alternative with Process Builder, but it doesn't work I don't know why (maybe because has some Gainsight apex that updates de Due date in the CTA creation). If someone can check our logic of Process Builder and give some advice will be great as well. My intention is: When a CTA is created I want to update the Original Due and Due date to the last day of month from Today()+7 So we did in Salesforce Process Builder the following steps. [img]https://d2r1vs3d9006ap.cloudfront.net/s3_images/1756281/RackMultipart20181011-25240-1h28600-image_inline.png?1539291428[/img] 1. [JBCXM__CTA__c].Name contains (uncovered customer) - Sample of some CTA. 2. [JBCXM__CTA__c].JBCXM__Source__c = Rules 3. [JBCXM__CTA__c].JBCXM
Success Plan Templates - Ability to change success plan type or copy to another typeWorkaround Available
Is there a way to apply a Success Plan template to multiple Success plan types? Or even change the type after added? I am finding it difficult to move things around as an admin and and end-user after something has been created. For Example: I have multiple success plans and one of the templates for success plan type 1, I'd like to also have available for success plan type 2. Is this doable? Or an enhancement request?
Allow Direct Rule Notifications to include link through SalesforceWorkaround Available
We’re on NXT but we require users to login via SFDC, including Admins.Would be a timesaver to allow us to change the Direct Rule Link in failure notification emails to the SFDC Login path, because today it is linked only to the NXT path:
Percentage formula field in Report BuilderWorkaround Available
We seem to constantly need new rules to create new percentage fields. It would be wonderful if we could do so in report builder where we already pull in the relevant numerator and denominator fields (though I suppose there would be some additional grouping needed.)
Include Survey Link in AO Escalation EmailWorkaround Available
Currently, we are not able to include the survey link in an Escalation Email in AO. The escalation email goes to the CSM, and in some cases, users would like their CSMs to copy this email and send it back out to their customers personally, and include the survey link. Due to the way our survey participant tracking works, I can't add a template with a survey to the escalation email, but I'm curious to know if there is any way to do this in the future? The customer wants his CSMs to be able to resent the survey personally but at this time there's no way to get the link to the CSM to then give to their customers. Thanks
Ability to Use S3 Datasets in Program Query BuilderWorkaround Available
It would be very nice if admins could create and use S3 datasets when building Program participant sources with the Query Builder tool. Alternatively, if there was the option of create PowerLists from Bionic Rules, that would also be very helpful!
Advanced outreach skip email in a chainWorkaround Available
I had a customer with a use case where they wanted to skip an advanced outreach email step in an email chain if the variant does not match. Right now, if the variant does not match they get dropped before the AO even starts. There is a setting that allows you to send the default template if there is no variant match however in this case they would like the AO to skip the email and move along the chain.
BCC from Timeline - Search account via email not just company nameWorkaround Available
It would be an amazing feature if when BCC’ing an email from the Global Timeline that you can search via the customer email, not just by company name. This would make it so much easier and save a lot of time when assigning the emails to the customer accounts.
How to set up Task Record type during Load to CTA RuleWorkaround Available
Hello, I have following case : in our SFDC instance we are using several Task Record Types (onboarding, adoption, customer success) . Now during implementing Load to CTA rule, I'm trying to understand if there is a way to set up right task record type for different CTAs that I'm generating by rules. For example : when creating Onboarding CTA with tasks under it to load them with task record type = onboarding. The thing is that we need to work in parallel in Gainsight cockpit and sfdc that we had , that is why it is important not only load tasks and sync to sfdc but also to set up right task record types for them. Can anyone please share ideas ?
Need ability to track time in success plan objectives and CTA'sWorkaround Available
I would like my CSM's to be able to log the amount of time, in minutes, it takes them to perform their various actions associated with CTA's and objectives. I can do this in activities but an activity is not as powerful as a CTA. [b]OR the other option is to allow my CSM's to link activities to CTA's! [/b]This way we could easily run a report on the amount of man hours it took to achieve a CTA/Milestone in the success plan. CSM programs must be able to show their value to an organization as it relates to expense margins. This type of measurement would GREATLY help in this effort.
Reports - Trending report Monthly/Quarterly/YearlyWorkaround Available
We have trending data in our MDA object, we need trending report by Monthly. When we create it by Daily it is coming correctly but when we change it to Monthly it is aggregating and showing sum of that value per Month. But we need only plotting change by Monthly. We reached out to support (https://gainsight.zendesk.com/hc/requests/90990) currently the feature is not available so creating this enhancement request.
Success Plan Reporting: Drafts and ObjectivesWorkaround Available
Not sure if anyone else has noticed this, but I have a report that my teams use to show overdue CTAs, and it's including objectives from Success Plans that are still marked as Drafts. I can obviously add an exclusion to the report to remove them, but it didn't make sense to me that those should be included, especially since they are excluded from showing up in the cockpit. Support informed me this is intended, and suggested I post here. It's been very confusing for my leaders and CSMs, so thought others might also want to be aware.
Automated migration of Rules from Production to SandboxWorkaround Available
As Admin - I always look how to replicate data/configuration to Sandbox and I have not seen any automated process to replicate rules/configuration to sandbox or sandbox to production. Idea is to have automated process to perform rules/migration to/from environments.
Ability to create a CTA when a field in SFDC changes from one value to anotherWorkaround Available
It would be very helpful to create business rules (and CTAs) when: 1) A field in SFDC is being populated (from Null to any value) 2) A field has changed from value X to value Y (for example a support case moved from P1 to "escalated to R&D")
Rule filtering is TOO stickyWorkaround Available
I pulled up my Rules List today, and was confused about why it was empty. It turns out that I had filtered yesterday on the names of the Rules, and that filter was [i]still there. I love that, while I'm actively working, I can leave and come back to the Rules page and the filtering would stick around. However, when my brain has completely left that workflow, and I come back to the Rules List, I expect the filtering to be blank. I think the same thing goes for the new advanced filtering in Rules List. Can there be some sort of expiration? For what it's worth, I [i]don't feel the same way about the "Active"/"Inactive" checkboxes. Can't explain why. But I generally do not want to see Inactive rules, so I like being able to leave that unchecked.
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