CS Product Ideas
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- 155 Posts
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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.
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.
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
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
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
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.
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
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
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
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
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.
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.
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.
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
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!
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
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.
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.
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