CS Product Ideas
Submit product suggestions
- 6,067 Posts
- 25,370 Replies
We use the GS Assist Outlook plugin which logs activities to the Company or Relationship Timeline based on the email recipients. Since you cannot associate the activity to a CTA/Objective within the plugin, my users edit the activity to associate it to a CTA/Objective using the Associated Records functionality. Unfortunately, if the activity is logged to the Relationship and the CTA/Objective resides on the Company, you cannot associate the CTA/Objective to the activity. This is a major pain point for my team. Is there any plan to expand the records GS will search for in the Associated Records field on the activity?
The ability to send a test survey email. We have stakeholders who would like to see how the end recipient will be seeing the email and survey before it is deployed. We currently don’t have a way to show them the “final product”, it would be great to have a preview option where you can send a test to another email address for them to open the email and click through the survey.
There are a lot of nuances with what to expect when using this object to report on step-wise conversion of JO programs. The program has to be set up certain ways and some key understandings are required to use the object effectively. None of this is documented anywhere. We had to learn about all of this the hard way when our reporting looked significantly off from what we expected, and learned one key thing:If I put in a condition of A AND B AND C AND...all the way to I, each of A through I must be TRUE in order to continue in the program, otherwise they will drop - which is fine, that is what I want. This also means that once any of A through E are FALSE, based on the issue identified, this object does not even attempt evaluating the rest of the expression values and so we do not even have the true value of F through I captured in reporting; they all show as FALSE. This inflates our positive conversion numbers for conditions F through I like crazy, as we essentially cannot isolate to
Searched and found this post showing “not planned”But I think there is definitely a use case for requiring fields on CTA creation vs. only enforcing required on closure.In my case, I’m trying to move our CS team to use CTAs for Risk tracking (to date they’re using Timeline only) but there is a requirement to track a sub-reason as well as Revenue at Risk (that may actually be a different $ amount than the total ARR tied to the customer account). Using Timeline, you can make a field required when the activity is logged, forcing users to populate it before it can be created. But the lack of this ability to do so in CTAs means Risk CTAs can get created without logging the At Risk Revenue Impact because it is not a required field, making it easy to forget.I’m going to continue having a hard time convincing the use of CTAs for Risk tracking because between this request (and the ones below) Timeline does have a few more flexible features that make it appealing to our CS team as a quicker, mor
Enhance Sally CTA Creation fieldsNo Status
There may already be a post out there somewhere but I cannot find it.The ability to create a CTA through Sally is useful, but it would be even more useful ifA) users could select a Reason while creating through Sally (otherwise every CTA ends up logging with the same reason code, and users forget to go manually change it) B) if admins could establish required fields that also need to be completed.
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.
Attribute Table in C360No Status
Hi, We have quite a bit of data we manually enter in the C360 and was wondering if there are plans to update the functionality of the attribute tables such as:adding title section/headings to separate/group the fields layout flexibility adding fields and not having to line them up next to each other layout options for 40-50 fields ability to pull in data from other objects in the account summary (e.g. leads information instead of number of leads the account has - or at least be able to click on it and bring it to the details for the leads) Thanks!
Minor inconvenience, but a CSM at athenahealth just pointed out when they change the time from the current time logging an activity, they have to scroll from midnight to find the correct time. CSMs never have client meetings outside of business hours. To reduce scrolling, it would be ideal if the drop-down started at 8:00 am or Noon instead of the overnight hours.
Edit NPS Survey RecordNo Status
One of my CSMs failed to update a contact of theirs. The email field was updated in Salesforce, but the associated company was not.The result is I now have a NPS survey response attributed to the wrong account.It would be great to have the ability to swap the associated company on survey records.
Scorecard Widget Report DependenciesNo Status
Scorecard widgets moving to be in their own section has lots of downstream effects and missed considerations. One of these is the fact that we can no longer see where these reports are being used, both in the list view as well as view Analyzer. This is a huge miss. Please help.
When our customers kick off their implementations, we send them an email with the kickoff deck and a zip file of project workbooks attached. We would like to semi-automate this with email assist (by surfacing a template in a CTA task so that the end user only has to check the email, attach the files relevant to the customer, and send), however we are limited by the fact that we cannot attach zip files to emails in email assist because the .zip filetype is not supported.
Currently the Log Email to Timeline feature of the Gainsight Assist Plugin only logs the sender as an attendee to the activity. Is there any plan to expand that to include all recipients? This is a pain point because when the email is sent from an internal employee there is no way to log the activity to the correct Company timeline line because GS doesn’t recognize the other recipients.
When adding additional columns/fields to the Cockpit view, it will show the name of the field as is. Sometimes this can be confusing for fields with the same name. An example would be the desire to show the name of the Account Executive and the Renewal Manager. In the system, these are shown as Name for both. Unless the user knows the data well, they will not be able to differentiate which name is the AE and which is the RM. It would be helpful if admins were able to change the display name of fields added to the Cockpit similarly to how they can change this name in reporting to be more user friendly to end users.
There are many situations where Help Text would be incredibly valuable for our users. Especially as we develop out new features and try to gain better adoption of Gainsight from our users. This request is that a Help Text feature be enabled for all fields within CTAs, SPs, Timeline Activities -- any areas where we are building custom objects to serve our users’ needs, so that we can add additional information for the user around the purpose of a field within an object.
Hi Team,Client is looking for the ability to compare the data in UI for same month of different years Eg: We have a users login data for months of 2021 and 2022 , then user wanted the ability in report builder (Bar chart) to have the bars for same months to be available side by side for comparison.
On Dashboards, you can hover over a Global filter, and the impacted reports are highlighted. It’s a bit subtle but it’s nice to have some indication that if you make a change, you know which reports were modified.Would love a similar function on GS Home. Given some of the limitations on filters, you may just be slapping reports/widgets on home and users need to tweak them individually - but unless there’s some other callout there’s no immediate way to know if your report should have changed and didn’t, or shouldn’t have changed.
Shame edit: You can edit operators, you just don’t have the same option to do so in GS Home as you do in Dashboards which clearly bamboozled at least one person 🙄 VS For simple modifications though it would be nice to do this ‘in-line’ and more consistent with Dashboards so every similar function isn’t subtly different everywhere you look.OP:I’m normally on team “end-user guardrails” but in this case I’m not sure I see why the bumpers are on.In Gainsight home, once a global filter has been made, that operator is locked in. Cannot be changed by the end user.A simple illustration of the issue is including a Renewal Date filter so CSMs can focus on actions related to upcoming renewals. What if you set it to ‘=’ but they want to look at <, <=, < etc? The “Next N time_unit” doesn’t always solve the problem. Aside from that, end-users are used to being able to change operators in Dashboards.
I’ll start by saying I don’t know if there is a better way to handle this or what that might be, but that the current experience is a bit awkward and could potentially be prohibitive of us deploying Home or at least getting the most out of it. For background, we recently deployed relationships, meaning that if it’s possible we will want to show both Company AND Relationship data on GS Home. The way the global filters work is you have to pre-select company or relationship and then configure your reports/widgets et al to be keyed to those filters. Today, there isn’t really a way to visually see which global filters are company filters and which are relationship filters, and no way to easily have one set of filters work on Company, and one on Relationships. Depending on what you are trying to do, this makes ensuring company and relationship data are filtered appropriately rather complex.For end users, this seems like it would be impossible to manage. You don’t know what objects on Home th
I mentioned this coming on a year ago now (on this thread), but coming back to my ask to re-size the area in Gainsight Home where you add widgets and reports from. This impacts admins AND end-users (since they can customize Home).WTF am I talking about you ask?This (old screen shot): There’s no ability to resize this, and you cannot see the full name of some items (such as reports) when you mouse-over which is a double punish. At minimum, full [thing] name should be available on mouseover, but ideally you’d be able to resize this area as well so you don’t have to mouseover every item to find the right one.
I have a KPI reports to show customers and one for ARR. Those are filtered to exclude test accounts and Inactive accounts. Those are also OOB Attributes for the Gainsight Home Summary Ribbon.Unlike my KPI reports though, the attributes are completely unfiltered and show test accounts and inactive customers. This means that to use attributes you must pass them through Global filters that you may not otherwise need, because the other reports you’ve added to Home already have those filters baked in.The current solution is just to use KPI widgets in the summary, but as mentioned here That’s a bit of a non-starter anyways, meaning the actual solution is just to not use the Summary Ribbon at all.
This would hopefully be an easy fix, but what may come as a surprise to some is that the Summary Ribbon may not always be the first thing someone wants on their GS Home Page.For example, we have some “help text” on our dashboards (e.g., brief explanation of what you’re looking at, links to enablement and support docs, etc.) via text widgets. We would do something similar on our GS Home layout and would want that at the very top. Unfortunately, if the Summary Ribbon is enabled that can ONLY sit at the top of the page - this doesn’t make sense from a workflow perspective. For new/first time users, having that context and links to other info at the top makes sense, and then have metrics, attributes, highlights, etc and the ensuing reports flow after that. Having summary KPIs, then a text block, and then the rest just doesn’t make sense ALL of the time.So having more placement flexibility would be great. It also has the benefit of giving us an experience more consistent with Dashboards, wh
Already have an account? Login
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.