CS Product Ideas
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Allow the same level of Global Filter configuration on Gainsight Home as is available for DashboardsUnder Consideration
The limitations of the GS Home filters are now even more apparent now that we can have different GS Home Layouts and assign them to other users. In the current configuration the Cockpit and Timeline sections of Gainsight home are filtered to the CTAs and TL Entries that are linked to the COMPANY objects that the user filter identifies. If the User (CSM, TAM, etc) has CTAs or TL entries linked to companies outside that filter logic, they do NOT show up. This became very apparent when we made a layout for our TAMs who support many customers where they are not the “dedicated” TAM on the account, and their CTAs and TL entries do not show up in GS Home.Another issue with the limited configurations is the inability to apply a filter to a different data object other than Company or Relationship. This makes it impossible to filter Data Designer data sets, or SalesForce Data sets like you can in the Dashboard Global Filters. I get that it is trying to make it simple, or easy, but limiting
"Overall" Rule Notification Contact / Rule-level overridesUnder Consideration
It would be awesome if you would add a “default” contact list for success/failure notifications from Rules and other sources, which is set in one place and applies to any active rules/etc without specific contacts otherwise listed in the Schedule config. This would allow admins to set/alter the notification email addresses for all rules at once, as well as provide the flexibility to “override” the default using the existing config in the Schedule step.
Make Rule Chain Administration More FriendlyUnder Consideration
I appreciate the new UI in the Rules Engine, but it feels like we’ve taken a step backward in some ways. Two examples, specifically regarding Rule Chains: I used to rely quite a bit on being able to preview rules from the Rule Chain view. I can no longer do that with this new UI, which means I have to go back to my Rules list and search around for the rule(s) in question that I simply want to either preview or edit straight from the Rules Chain page. This results in extra clicks and tabs. I recently had to go in and remove a few outdated rules from a Rule Chain. I wanted to deactivate the rules as well, but I can’t do that from the Rule Chain menu. I also can’t deactivate a rule from the Rules List without removing it from the Rule Chain first. So either way, I’m having to click on both tabs, find the rule in question in both places, and do the necessary task. Why not just let me take care of both things (removing the rule from the rule chain and deactivating it) in one place?
User-Based Home Pages (Multiple Home Page Admin-Templates)Under Consideration
Idea: It would be much appreciated if our administrators could create and maintain multiple Home pages and assign access similarly to the Dashboards. We are aware that our Users are able to customize their own Home Pages. However, most of our Users do not care to do so and we see very little uptake for personalized customizations. This is because our environment is complex and the User’s primary artifacts change often. Constant enablement would be required for them to maintain their Home Page.We have difficulty bringing Users into GS because they like to sell their own way. Adding extra work in the Gainsight environment is seen as more difficult than relying on what they have already built today. Our attempt is to lure them into GS with as little work on their part as possible. Simply sign in and they have all they need. Standardization is the goal for us as we grow, not customization (unless it’s done by the administrators on a team wide basis).
Dropdown Values Converted to GSIDs on loading value to Multi-picklist.Under Consideration
Hi Team,Rules Dropdown Values(Multipicklist) Converted to GSIDs in rule transformation task.Ex: Relationship contact role is a multi-select drop-down list from the Relationship person which after merge and transformation is mapped to the same field in the relationship person object. In the transformation task, it's getting converted to GSID for the multi-select drop-down list.@rakesh @tulasi_andukuri
Be able to see the value of a Calculated Field in JO participantsUnder Consideration
Once a participant passes through a conditional wait with a calculated field, there’s no way to see what the value of that field was in order to validate that the calculated field is functioning as expected. Currently, you can only preview participants in an active state, but that doesn’t help if their values change at the completion of the timer.I have a program with two conditional waits referencing the same calculated field with the same conditions. Participants passed as expected through the first wait and did not pass through as expected in the second, yet I can’t troubleshoot the cause because I can’t see what value the system saw at the time they were evaluated.
Include more Journey Orchestrator details in AnalyzerUnder Consideration
I’m having to manually go into each Journey Orchestrator program to determine which ones are sourcing Salesforce objects because there is no place else that I know of which contains this information. I don’t find it in Analyzer (there is no Programs Analyzer, and the Config Home only includes Name, Code, Type, Status, Model Name, Model Type and Survey Name.At a minimum this should include the same/similar details as is available in the Config Home Rules tab including Source.
True NPS Summary WidgetUnder Consideration
It would be nice if there was an option to give the C360 Summary NPS widget True Score a yellow color range much like the Average NPS Score. A range between 0-50 to assist with quick-glance visual cue would be nice but maybe even being able to set your industry NPS range to assist with moving the needle. For example, we are in health care and industry NPS around Software and health range between 30-40 so a True NPS score of 14 really is not “Green”. Although reporting wise it is good to have more promoters than detractors, at an end-user experience it would be nice to aid in quickly identifying an account is leaning into yellow.
Pop Up Configuration for SentimentUnder Consideration
My team and I were discussing a manual measure that we have which allows for individual CS team members to assess our relationship with a client. This field is the only manual measure on our otherwise fully automated Health Scorecard.To encourage ongoing and timely evaluations of our relationships, I wonder if it would be possible to incorporate a feature into Gainsight which will create a pop up on a group’s C360 if this manual sentiment field has not been updated for a pre-determined amount of time. In this way, the field will function as a sort of C360-specific NPS score. The pop up would not appear every time a C360 page was loaded; I could see that getting very frustrating, very quickly. But it would be good to help encourage regular assessments of our relationship in a very quick fashion, different from having a rule-generated CTA which would also need to be dealt with after an assessment is provided.
Filter by Name of Rule within Rule Engine filterUnder Consideration
Hello Product team, I would love to be able to filter by rule name. AS I am sure all Admins/CS OPs leaders have naming conventions for their rule. I would love to be able to filter out OBS/Retired rules. Please let me know how to make this happen. Feel like this would be an easy request. @elliot_hullverson @gunjanm @bradleymcg (looking for some confirmation guys, would this be helpful to everyone?) Best Regards,
Option to select auto saving automated emails to TimelineUnder Consideration
I understand that automated emails created via the JO does not auto save to the C360 timeline. I understand this will create a lot of noise. However, it would be good to have the option to select a particular email campaign to be auto saved. I agree I don’t want to auto save every single one, but for example, we have a pooled model for our smaller accounts and we send out automated Welcome Emails. I need to have those emails auto saved to the Timeline to know that the email was actually sent.
Allow the ability to include/exclude nulls when creating a participant list in a journey sourceUnder Consideration
Ideally, all of the filtering capabilities that exist in Reporting can be replicated when creating a participant list for a program. Please see screenshots. Here’s my situation:I have created a process for the CS team to launch a CSAT program by simply closing a CTA in a playbook. One of their initial steps is to confirm who will receive the survey based on various roles - and this confirmation happens by looking at a report that mirrors the filters found on the journey orchestrator to identify the expected participants. We recently identified the need to allow CSMs to exclude people from certain standard communication campaigns and would like to do this by having an “exclude” multi-picklist on the person or company person record (I’ve tested both). While I can create the proper filtering logic in the report the team uses to confirm intended recipients, I cannot recreate that filter logic when creating the sources in the program because I cannot include nulls. The checkbox to in
New report sharing feature, It should not select the next day as the end date with no notification.Under Consideration
Hi Team,While sharing the report (through schedule) it saves with no end date. Just automatically selects the next day as the end date with no notification.An end date seems to be required, however, if you save without an end date, there is no validation to preventing this from happening. Instead, it actually creates its own end date (the day after the start date) and does not inform the user that it has done this.
Horizon Analytics - Ability to have multiple levels of row groupingUnder Consideration
Hello Team, What do you think about letting the users to have multiple levels of Row groupings in reports. I understand that the users could use the filters to drill down into one single category. But, letting the users to have multiple levels of row grouping will allow the users to read the data points easily and compare it with other records. For Example, If I am building a report on Survey responses, I would be like to have the report grouped by Company, then by Respondents, then by the Survey and then by the Response Date. This will allow the users to read the data effectively.
Having multiple CRMs for one Gainsight NXT instance?Under Consideration
We currently have multiple Salesforce instances, as well as multiple Gainsight NXT instances. As we continue to cross sell and expand, we are in the need to bring all of customer information to one centralized place. Currently, our CSMs need to have access to each CRM and Gainsight NXT instance to look up what services/products each customer has, which can be time consuming. Unfortunately, we do not have any immediate plans to merge the Salesforce instances, as this would be a huge project that is not currently in our roadmap. It would help us out a lot if there was a way to connect 2 of our Salesforce instances to one Gainsight NXT instance. That way we can leverage Relationships and our customer information would be more centralized for our CSMs, making Gainsight a more useful tool for our teams.
Additional Filter Option in Data Designer - Field 1 'contains' the value in Field 2Under Consideration
We’ve come across a situation where we’d like an additional filter option in Data Designer. Using the ‘value’ option there is the ability to use ‘contains’ logic. However, when you switch to looking at ‘field’ that option is removed. We have a situation where we’d like to filter a report/dataset to show line items where Field 1 has been concatenated and we only want to show the line item if that concatenated field contains the value located in Field 2.
Horizon report data/chart without source/show field tabsUnder Consideration
Hi Team, Not sure whether a community post or Idea already shared. What i found could be more viable on the report builder is, we need to have one preview screen feasibility after building a report.What i currently see is, first bar with source data and its field, second bar with formula, show me fields and filter fields and then the 3rd tab section with actual report data/charts etc. What i am also looking is only the data or the chart on one single preview screen without additional tabs. In other terms, once we click on the existing horizon report (built already), it should navigate to the preview window and not with the extra tabs.There should be an edit icon/button to see the extra tabs based on user permissions.Thanks!
Horizon Analytics Dashboard UI FeedbackUnder Consideration
We are loving the look of Horizon Analytics but we’ve found that rearranging reports in dashboards can be excessively difficult.Moving a report or widget to a different position in the dashboard frequently causes the rest of the reports to scatter in all directions. This leads to a lot of wasted time rearranging reports piece by piece. Depending on the number of reports, it’s sometimes quicker to just rebuild from scratch.It would be great if the UI was a bit more responsive when editing dashboards.
Email Update with Event Trigger Limit ReachedUnder Consideration
Similar to how Salesforce.com sends admins a notification when API call limits are reached, I would love to be notified when we are close to our limit related to the following: For a Customer, 100 event-triggered rule executions are allowed in a day (24-hour period). The 24-hour period is between 12 am in a day to the next 12 am UTC.https://support.gainsight.com/SFDC_Edition/Rules_Engine/Admin_Guides/Scheduling_Rules I did not know that I was constantly surpassing this limit until recently, and have just now found out, and am working on tightening up some rules and event calls. Had I been notified by the system, I could have avoided several internal CS Ops bug tickets and kept a smoother, more streamlined operation.
Show full input in Horizon Analytics dashboard global filtersUnder Consideration
Currently when you put in a value in a Horizon Analytics dashboard global filter, you’re shown a preview of the input by default:Value cut off by defaultTo view the whole value, you have to either move your cursor over it, or apply the filter and view it from the overall dashboard view:Mouse over value to see full inputWhile this may be a small ask compared to the rest, I think it would be important to allow us to see the full value by default. I anticipate this is something our end users will find useful as well while they’re applying filters to their dashboards. Thanks!
Hello, we have a report with the region filter, and when filtered to APAC for example, but the corporate currency is set to United Kingdom, it shows the totals in the GBP currency. Is there a way to display the dashboard totals as the regions currency and not the £?
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