CS Product Ideas
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- 246 Posts
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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
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.
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.)
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?
Handling auto-responders(out of office) in JO when a survey sentWorkaround Available
Hello everyone, I have a customer who is looking to handle auto responders in an outreach/JO Program and flurry of OOO messages spams sender's inbox after a survey being sent. Is there a way to do it today? If not, It would be great to see, perhaps JO program can pause the participant from the journey when an auto response is detected.
Notify SFDC User when Opportunity is created/assigned via CTAWorkaround Available
If you edit the owner of an Opportunity within Salesforce, you get the option to "Send notification email" to the new owner. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170810-21226-1a61uvi-OwnershipEdit_inline.png[/img] It would be nice to have the option to send a notification email to an Opportunity owner when a new Opportunity is created via CTA Linked Object.
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
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?
UI bug when going to a 403 pageWorkaround Available
I saw this issue today when I was take to a 403 page. There were multiple menu items that appeared on the right. They all functioned correctly but there’s a few too many. This is in the SFDC version. I saw this page when I tried to look at a Timeline activity that I do not have access too.
Changing color pallete for each reportWorkaround Available
Is it possible to change color pallete for each report? We have reports built off of the same Field, but looking at different health groups of customers & it would be helpful if this could be reflected also in colors of the reports so that let's say Engaged customers are in green vs Caution customers are in orange.... [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Screenshot20190531at2-53-27PM-ee0e4c8b-5873-4923-8958-b99a7e3ffe64-1178289905.png[/img]
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.
Rule Concatenation - add commas or spacesWorkaround Available
When you concatenate in a rule right now, it makes it one long string. When combining multiple fields you often want to have a space or a comma to make it a list. It would be great to be able to add spaces or commas between the fields that get concatenated
Report on most recent timeline activities for all accountsWorkaround Available
We would like to add visibility to our leadership on when was the last time a Customer was engaged. Timeline would be the perfect feature to report this from, however there isn't a way to report on that. I can pull reports with timeline activities and summarize them by Max Date. That would give me the Last Entry, however there isn't much I can do from here.
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?
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.
Is it possible to import historical surveys from another product into Gainsight?Workaround Available
Working with a customer who had used a different survey tool historically and is asking if they can pull this survey data from the past into Gainsight in some fashion so that it's available for use within Gainsight. Is this possible?
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!
Providing Unique Survey URL's to In-app MessagingWorkaround Available
We are currently challenged with wanting to leverage our Pendo In-App messaging (with better response rate) to conduct NPS surveys while we are very pleased with the results in Gainsight. Ideally it was recommended that we provide a Gainsight survey link within Pendo, but alas, this is ONLY applicable for anonymous surveys. As an Admin, I was wondering if the following potential work-around is feasible: Generate send list via query for a “utility” Program in Gainsight Configure program so the “send to” is “bogus” or a utility account Query AO emails for the field “Survey Link” after email send record is complete Use the URL from the above step to associate to Pendo accounts via email address ID? Send link to In app users in Pendo Again, I have not inspected the survey URL per AO Email record yet and assuming it might be user-specific or custom? If not, any thoughts on maybe how to do this w/out anonymous surveys in the next month? Please? :)
calendar and meeting invites in Email TemplatesWorkaround Available
When building Email templates, Having placeholder or building a email template with Meeting invites and calendar blocks will be great. many times. The use case we are trying to build is Leveraging Copilot feature to send communication to our internal employees. These emails are Training and Enablement session communications that will have calendar blocks and meeting invites. This use case can be leveraged to use with account contacts / customers as well. Thanks! ~Lokesh
Recurring CTA Should be Visible in Cockpit and Status Should Not Default to OpenWorkaround Available
When a CSM creates a Recurring CTA the initial CTA disappears from their view (in Cockpit and C360) and remains open indefinitely. This causes problems for the Rules Engine when trying to create CTAs for accounts without an existing open CTA because the system still thinks there is an open CTA on the account. It also creates inaccuracies in reporting because the Recurring CTA shows as open even though the CSM completed the activity.
Expand logging back email information to more SFDC objectsWorkaround Available
Allow admins more options for where they want to log emails back to SFDC. For example, if they want to log a support-related outreach back to the case object, let them do it here instead of creating a rule that merges a bunch of different objects. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190909at10-42-52AM-e64f0804-c4ef-4c19-9ac7-d8bde032a8d4-1751567178.png[/img]
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