CS Product Ideas
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Hi Team,As per current product setup and support article: https://support.gainsight.com/Gainsight_NXT/Connectors_(Horizon_Experience)/Sightline_Integrations/DB_Based_Connectors/Snowflake_Connector, Gainsight does not support fetching TIMESTAMP_NTZ data type from Snowflake (Attached screenshot from support article). We have a use case where we are looking to import a field from Snowflake with the Datatype of Timestamp_NTZ. Can we please consider this? Also, please let us know if we have any workarounds until this gets implemented
Email Logs to Email Log v2 EquivalencyImplemented
Incoming wall of text - Email Assist 2.0 (formerly known as Email from Anywhere) starts a countdown on the life of the MDA object Email Logs. Meaning, asset/process referencing that object will need to point to Email Log v2. This post has a couple of requests for Gainsight @andutta or @Cornelia some help getting this to the right people please :)). Below is a table of what I have mapped so far. While most of the fields are pretty self explanatory, I thought it would be helpful to map the fields from one object to their equivalent in the other, for easier reference. Note that I’m not 100% on all of these. My requests to Gainsight are:Can someone from Gainsight validate/correct the below table? If in the meantime anyone from the community wants to contribute with a confirmation, correction or addition please feel free to do so and I will make updates when I can. When a new object is made that duplicates some or all of an existing object, can this type of table me made published and avail
We admins need a single document that contains all the known limitations (and instructions for how to increase, if applicable) within Gainsight’s platform. I know @sdrostgainsightcom and I pushed for this a few months ago when I was still at Gainsight, and I think it’s just as relevant as ever. For example, A Data Design can only contain 50 fields (but if you need more, contact support). A Rule can only contain a maximum of 15 total tasks. A Dashboard is capped at 20 (maybe 25? - see, this is why we need this...) reports. And so on. This would be so massively helpful and would almost certainly deflect countless hours of tickets/questions from Gainsight’s support and CS teams, respectively. Please consider prioritizing this.
Renewal Center Features in GS HomeImplemented
You can currently add some Renewal Center reports and features to Gainsight Home which is nice. However, when you drill down to the list of opportunities from whatever RC thing you clicked on, if you try and click on one of those individual opportunities to ‘work on it’ nothing happens. This is NOT the experience elsewhere in the product. Not having it work in GS home seems largely antithetical to its purpose.
When a user’s username is changed in Salesforce, it produces a duplicate record in Gainsight’s User table because the User Connector job doesn’t let you select the SFDC User ID as a Key field - the only immutable field on the SFDC User record.As a result, this is causing duplicate records to be displayed, exported when using SFDC User ID as a lookup value on dashboards, queries, etc.Even though, yes, a SFDC Username must be unique - it can be changed on the same SFDC record. The SFDC User ID cannot. It should be the Key value.
We have noticed a difference in the Survey system between iOS and PC. If you skip a mandatory question on a PC and hit submit, it will auto scroll you back to that question, or at least back up, so you can see the error. On iOS, if you skip a mandatory question and hit submit, it just sits there any gives no indication why it is not submitting, unless the mandatory question was the last one and it was on the screen. Would be nice to see that auto scroll feature added to iOS and any other platform that it is not in.
Resolve drafts in Gainsight AssistImplemented
My CS team loves the new Company search function that pops up in Gainsight Assist to resolve emails that could be associated to multiple Companies.It would be ideal if this functionality also popped up when Gainsight is unable to resolve the email to any Companies using the recipient email address and sends the email to Drafts. Right now, the team must then go into Gainsight, go to Global Timeline, and manually click through & resolve each email.Extending the Company search functionality would allow the team to resolve the draft message directly in Gainsight Assist, instead of going through the extra steps in platform.
Zoom Meeting IntegrationImplemented
Considering the current environment of many folks handling customers remotely, how much thought has been given to Zoom Meeting integration? Creating meetings (scheduled or ad hoc) with the ability to add Zoom appointments that populated Outlook via the add-in would be a significant time saver and huge user satisfier.
Ability to create multiple Gainsight HomeImplemented
Hi team,We’d love to have the ability to create multiple Home.Here’s our current use case: We have multiple roles within our CS team: CSM, CSO, CSE. More than one can be assigned on an account at the same time which means that we have different fields to identify them. This creates issues when adding filters as we can’t link a filter to multiple fields.
With the move to Horizon reporting some very important filters have been “depreciated” which makes some reporting now impossible. In old-style you can choose from lots of “Current and” options; This is particularly useful for financial reporting and forecasting, e.g. show me all customers renewing this month and next month. But with the move to Horizon those options are no longer available, and instead there’s just Last X or Next X, which excludes the current X. E.g if I chose Next 2 Months, I see August and September, when what I want is July and August; WIthin Report Builder it is possible to achieve what we want by adding two filters and OR’ing them together, but that doesn’t work for global filters on Dashboards. These are really important filters to have available, PLEASE bring them back.
Make Column Width in Rules Engine StickyImplemented
The new Horizon UI for Rules Engine cuts off the rule names. In order to see them, I have to change the column width, but it doesn’t stick so every time I navigate away and back I have to readjust. If it can be made either sticky or dynamic to fit the rule name this would be better.
On the new Gainsight Home page in the ‘My Portfolio’ section, would it be possible to update it so that it is clickable on the customer/company and have it open their Company page with details so that the CSM can navigate there quickly? It seems a bit of a long way round if you have to type the company name into the search bar. If this is possible already can someone advise on how to enable please?
Removing reports from DashboardImplemented
Usecase: There are around 15 global filters in the dashboard over all the reports in the dashboard. While I’m trying to remove couple of reports from the dashboard it is not letting me do so and as individually I should remove it from the global filters first. Idea: While removing any report that is used in global filters from Dashboard if we can have the option to remove the report directly without having to individually remove them from the global filters first then it would be super helpful.
Currently, in Connectors 2.0 for our User Sync job the upsert key box for User Id is grayed out and we are forced to select another option. Our Salesforce team uses firstname.lastname for user names and emails are firstname.lastname as well….so anytime someone gets married, we get a duplicate user in Gainsight. We’d like the option to use the User ID as the upsert key, so any name changes would flow through seamlessly.
Associate Relationship Level Timeline Activities with Multiple Relationships but Show Only Once on the C360 TimelineImplemented
We are heavy users of Relationships, and are also in a big push for our CSMs to hold strategic engagements (which we have set up as a timeline activity type) with their respective relationships. Our relationships are set up 1:1 for solutions that are sold on a customer’s contract. Sometimes these customer teams operate independently, other times the same team may be part of multiple relationships. This has caused us headaches in a few areas, but one in particular is logging/tracking our Strategic Engagements. Our current ‘solution’ is to copy/paste and log the engagement to all relationships that were included, but then we have duplicate activities on the C360.What we’d like to see, is an option to log a single timeline activity on multiple relationships at once, but then only roll up to the C360 timeline as a single activity. This would give us the relationship level reporting/visibility we need, but not clog our account timeline with duplicate activities.
When PX+CS connection is established and Usage data is being brought over in Gainsight, currently there is no option in Adoption explorer to bring PX custom events data directly into AE. Use case: The customer has 10+ custom events data to be captured in AE as reports.Example: Top 10 X event captured at user level.We can bring data at feature and engagement level presently
Please add the "CTA Due Date" to the "Next Task Due Date" field for CTAs that have no tasks assigned to them.Implemented
The addition of the “Next Task Due Date” is a good step toward restoring a sort functionality in the new Horizon Experience Cockpit, but it does not take into account CTAs that have no Tasks. Currently users have no way to sort ALL of their CTAs and Tasks in the order of a comprehensive due date, losing functionality that existed in the prior Cockpit layout.Effectively, a CTA without TASKS is a Task itself, and the Due Date of the CTA is the NEXT TASK DUE DATE. Please add this to enable a comprehensive sort order for the cockpit that will include CTAs AND Tasks.
Survey List - should be able to have foldersImplemented
Right now, the survey list shows all surveys and you cannot group into folders. This would be super helpful to keep our surveys tidy. We are able to do this with programs, reports, dashboards etc so I would expect to be able to categorize surveys by folder or category
JO participant not receiving the email ??Implemented
Hi Gainsight Admin community, Many at times we encounter a situation while sending emails from Gainsight i.e a Participant who should ideally be receiving the email couldn’t receive one. Whenever the email gets into a list of hard bounce for various reasons that email gets added into the list Deny list. [ FYI - In the hard bounce, When the email doesn't land into the inbox, it could be because of an invalid email address, an invalid domain name, or a recipient's email server has completely blocked delivery. It is a permanent deliverability issue. Even entered the correct email address, but if that recipient deletes their account, your email never lands in their inbox.There might be two reasons for the hard bounce of a valid email.Denied by Firewall: Your email may be getting blocked by any spam filter which exists on your recipient's computer. ISPs are blocking your emails: If any of the significant ISP blocks the emails, then there is a possibility of a hard bounce. But this happens f
Hey,We are receiving Sally notifications whenever a user completed a CSAT survey. The next obvious step would be to view the actual response attached to that notification, but right now this is not possible. We would very much like to request enhancing the Sally integration by providing the full response to that notification, so we can quickly and easily get this information. Best,Tal
Hello Team, When creating a Report in Gainsight NXT sourcing the data from Salesforce Object, there is only one Lookup option which is “Account”. It would be better if the look up is enabled to all the prominent SFDC Objects. It will simplify the data sourcing from Salesforce.
In the Report Builder, General Settings there is a toggle switch for “Enable lazy loading of report widgets.” There is also a toggle switch under Dashboard Builder General Settings: The only reference I find to the lazy loading is in the Reports and Dashboards FAQ but it only directs the reader to the Report Builder toggle switch. I don’t see any mention of the toggle switch in Dashboard Builder documentation.
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