CS Product Ideas
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Survey: Progress Bar / change or remove the numbering of questionsUnder Consideration
Hello, in order to inform the participant of a survey the progress, it would be great to either have a progress bar or to be able to change or remove the default numbering. This applies in specific for multi-page surveys. The advantage is that they will be able to see when they approx. will be finished and not drop off the survey. Thanks Swen
CTA Field must be editable to be used in Rules, but then the value can be changed in the CTANo Status
Posting for a customer. The use case is that they are wanting to use a CTA field in a rule additional field to assign a default a value but the only way to accomplish this is to make the field editable.The issue is that if the field is editable then the CSM or end user is able to change the default value. A workaround is: You are able to change the field back to un-editable to resolve the issue if the rule is only fired once, but for a scheduled rule this does not work. Is it possible to allow the fields to be added in the rule and set a default value, but not be editable where the end user can change the value?
Adding a CTA by emailUnder Consideration
Hey Gainsight, I'm still getting used to the product and couldn't find this in the support page...but is there any way to create a CTA via an email? My company is heavily rooted in outlook and we get direct emails from our client base on frequent basis, being able to shoot an email to a gainsight email address like with Salesforce Chatter would be incredibly useful. Thanks in advance!
I'm posting this on behalf of a customer, who would like to be able to configure the CTA list view to remove health score. This would be a product enhancement to Cockpit Configuration. Specifically, in the List view field configuration, show Customer::GS Health Score as a Selected field, so that it can be removed.
I am trying to bring a new data object to Gainsight and for that I have a csv file that I am uploading to our S3 bucket.However, this file has some records that do not have right values or format. Since my csv has over 1 mil records, scrolling through it and fixing it prior to upload will be very time consuming, but it would be really useful if the rule engine would still upload the file with the records that are good and provide an error log with the bad ones. That way, I could work only on the bad records, remove the ones that I cannot use, fix the ones that still have some use behind them and re run the rule.
Survey Preview FunctionalityNo Status
When I am previewing a Survey and validating my questions, formatting, etc., I should not be blocked by the ‘required question’ error messages. This forces me to fill out each question before being able to move on to the next page, something I should be able to bypass when previewing and finalizing Survey content.
We put usage data in every month and so the only AE graphs that are of any value is 365 days. All other graphs pick their own data points like Ndays or a week and make no sense in our environment. Honestly the earlier widget was more useful. I want to be able to show data for three months so that when we have a QBR I can generate an accurate graph. In todays world the CSM has to run 365 days and then cut, copy and paste to get a useful image of the utilization.
I think there should be a slight modification to Viewer and Viewer + license permissions where a user with one of these two license types assigned to them should be able to close out a CTA which has been assigned to them.Our specific use case: CSMs run a series of playbooks and success plans which include CTAs for members of the sales team. All sales people have Viewer licenses. If one of these CTAs is assigned to a ‘viewer’ for action - they should be able to close that CTA (and just this CTA assigned to them) if their action is complete.
When setting up a new survey, I was delighted to see I could simply add an “other” option. However, I’m apparently stuck with a static field for how I want that option labeled - i.e. if I want the answer labeled “Other”, then the comment box is also labeled “Other.” In this example, I want the comment box labeled “Please Specify” while leaving the answer as “Other”, but I’m not able to distinguish the two.
Hi,Our team needs the ability to see when Sponsor Tracking has been envoked but no link could occur because the user has privacy settings (comes with a Premium account) turned on. Right now, our CSMs are not presented with any on-screen messaging when this happens so they can’t tell which contacts are truly pending. You need to display better statuses--maybe Pending, Private, Current--something like that. We also need a way to report on this kind of data condition so we can exclude these contacts from our Sponsor Tracking reporting (they should not be included as part of our overall counts.) With a better set of statuses, I believe we can accomplish our goals.
In Adoption Explorer (AE), I would benefit significantly some mechanism that supported an automated retry or a true-up of previously ingested time-series data.In my particular use case of ingesting from Redshift, if my time-series data doesn’t happen to be available on the time-based schedule I’ve configured within AE, I ingest incomplete time-series data. (Redshift might be down or flaky, or my data warehouse team may be reporting delays in data availability). Currently, once I discover that, I manually perform a Historical Run. Nice, but some re-try or true up automation could be great here.I’m trying to escape the “you’ve got one moment to grab data, and it has to be ready at that precise moment or you miss out” scenarios.As potential solutions, let me ingest for 1 day in arrears and also 2 days in arrears. This way I know I have a non-manual fallback, and also any corrections or updates made in Redshift to my source data are ingested to Gainsight.Or, provide more “kickoff” options
Hi, as we start to build our community, there is an increasing need to be able to log Timeline activities capturing a meeting in which multiple clients were present. Currently that doesn’t seem to be an option without creating a copy of the activity under each company. How does Gainsight log interactions between clients?Is this available in NXT or already in the roadmap? Thanks, Ana
We have a program that sends usage emails to customers on a monthly basis. I would love to have 1 email be logged to timeline for the monthly utilization for each customer. And I said only one email, as we don’t need to have each and every email that was sent out (for each stakeholder) rather have a way to trace back the usage data sent out to customers for historical purposes. Also, it would be ideal to have the option to send the usage email for a company in 1 email - for all stakeholders - rather than having individual emails sent to each of them. Thank you so much for considering this product enhancement!Raluca
Tags for NXTNot Planned
Hi team, it would be absolutely amazing if we could create and edit tags within Gainsight NXT. It wasn’t immediately clear to us during the initial implementation that tags were a Salesforce-only feature. We understand that it’s possible to define criteria according to Rules Engine, but tags are a more end-user friendly way to segment and identify customers and their behaviours.
Enable or disable Sally for Slack from User recordUnder Consideration
Currently, in order to enable or disable Sally for a Slack user, you have go to User Management and change the dropdown from All Users to Slack > name of Workspace > then select user and click on the three dots and choose disable or enable.It would be easier to have an option within the User record to allow Sally access for Slack enabled users similar to how License Type or Permission bundle can be modified. This is far fewer clicks when updating just a handful of users to enable/disable Sally.
Currently, a CTA must be linked to an account. However, there are certain use cases where it would be nice to have a CTA for CSMs that are not account specific - e.g. internal activities. A sample use case is a CTA/Playbook for New Hires. Current workaround is to create an "Internal Account" where these types of CTAs can be assigned to, but it would be nice to have another more fluid option.
We have a use case around needing to build a report on company person and limiting by the number of rows returned for each company.Currently, there isn’t an easy way to do so and the report returned has issues with latency due to the amount of data behind it and also it is not easy to navigate given that for one company we can have 50+ names that fit the query and for others a lot less.Would benefit from the ability to have a function that allows for the return of 5-10 records per company w/ criteria - by role for example.Thank you for your consideration!
Increase character limit when emailing to TimelineUnder Consideration
Is there a way to increase the character limit when emailing to TImeline? Or a different alternative to the solution of encountering the limit? I don't like the idea of miles long email chains being logged, but how else can Email to Timeline be used if the chain is long?
Idea. The ability to use Multi-Select Drop Downs in Timeline Activity Type Setups.Under Consideration
I'm working on expanding one of our (custom) Timeline Activity Types and realized that I can't use the Multi-Select Drop Down. I can only use Single Select Drop Down. Is there a possibility of expanding out the Timeline to include Multi-Select Drop Down options? [b]Use Case[/b]: We have a user who is speaking with our customers about a new product feature and often times covers a number of topics when speaking to the customer. We use Timeline to post all of our updates - as it's easier for everyone to see what's going on. [<3 Global Timeline] We're running into a problem of how to 'tag' the features she covers so it's reportable. One idea that we had was to use the Drop Down (Category) feature. As the reporting looks nice and breaks it out - so we could in turn get numbers based off the features covered. [But in current production, Drop Down only supports Single Select.] [i]Additional Information: When updating or creating a n
Hi Team, Currently, we won't be able to use the CTA Object in mass edit to change the owner of the objective as an auto-added filter is in place. Customer would like to be able to reassign the assignee. I know it is not on near term roadmap. But can we priortize it? Customer has to do lot of manual efforts to change each assignee. Best,Hardik
There’s a very popular product idea for the GMAIL plugin for the ability to select activity type when logging from the plugin - would love that for Outlook. We have issues within our org where we have accounts with the same names (but different brands). At the moment the ‘Log Email To Timeline’ button is greyed out for these accounts. Would be good to show some more metadata about the account so the CSM can select the right account and these can be differentiated in the list.
Our CS team is LOVING the new Gainsight Assist Chrome Extension, but we have 1 major request that would take it to the next level. Currently, all emails Logged to Timeline show up as an ‘Email’ activity type. In most cases this may make sense, but we have a few situations where we’d like to be able to select the activity type the email should be logged to.One specific example is our team’s focus on Strategic Engagements with their customers. Currently, if they have a strategic conversation they are sending a follow up/recap email via Gainsight Assist that is being logged as an email. To ‘get credit’ and accurately report on our strategic engagements, they are then copy/pasting the recap into a new Strategic Engagement timeline activity and logging that via Global Timeline or the C360. It would save a lot of time if while sending their recap email they could select a drop down to log the recap as a strategic engagement instead of a generic email.
Allow admin to select Company Person Connector upsert keyResponse from Customer
Need the ability to select more than just the email address as the upsert key on the the Company Person connector job. Probably works great if you have clean upstream Contact data, but unfortunately we don’t and it’s out of CS control at this point. Getting a lot of “duplicate” failures in the sync job because, yes, we have duplicate contacts on SFDC records. But because of these duplicate failures, the “wrong” contacts are getting synced to Company Person causing discrepancies.I believe there are other admins out there with a similar need, for various use cases.Should be up to the Admin to select the Upsert Key/Key Combination for their particular environment.
Working with many rules and building many datasets is the life of an Admin. Many times we have users ask for reporting on similar datasets. Wouldn’t it be COOL if you could automatically generate a Data Designer Model DIRECTLY from a RULE setup OR Journey Orchestrator source queries.Who’s with me????
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