CS Product Ideas
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A recent source of frustration has been that MDA objects only allow me to go 3 levels deep. SFDC objects appear to let me go at least 5 levels deep. This limitation on MDA objects has hindered me from setting up a global filter for Directors (i.e. the CSM’s Manager’s Manager). When the report is built on Timeline, for example, I’m only able to go from Timeline → Company → CSM → Manager ID and then I’m stuck. I’d like to avoid creating yet another new field on the user object if at all possible, but I don’t see a way around it.
Reports editability in DashboardsNo Status
It would be more convenient if changing the field label would show the old field name with values in reporting before the change has been made and the new field label with new values after the changes has been made. This would not throw historical data off of reporting.
I would like to be able to delete customers from Gainsight that have changed from Active to Inactive status in Salesforce. Ideally I'd be able to do this with a Rule, but support has advised me that is not currently possible. The two manual options they provided are (1) to delete them manually (I filtered the Customers page on status, chose the Inactive ones, and had to delete one by one using the trash can icon; obviously I'll need to repeat this daily or weekly or monthly), or (2) to create filters to filter them out (which seems less safe to me in case a filter gets missed, then the total on the Customers page won't equal totals on dashboards). It would be great to do this nightly with a Rule. Thank you!
[Customer request]: The customer is looking if it would be possible to report on whether an Email Template was selected when creating the email, and if so then he would like to see the name of the template that was selected from the report builder section.Can you add your suggestions?
Currently in Relationship search configuration you are able to add additional fields to search by, but you are not able to remove the default fields. Customer use case for this is that they are only initially configuring the relationships, they are not being used yet and would like to hide the relationships until end users are using this feature.
Hi teamWhen viewing or editing a report, the title tag shown in the browser is always Gainsight Report Builder, regardless of whether you are viewing the list of reports or an individual report.It would be really useful to have the report name in the title — to help distinguish which report is open in which browser tab, without having to actually open each tab to check.Thanks!
MySql / MariaDB ConnectorNo Status
It would be very valuable to have a connector to MySQL / MariaDB databases. Today we have two work arounds. One is try to make Adoption Explorer work which is not great for anything but really logging data. The other is to push data to S3 and then pull it which is not ideal. We would like to be able to connect to this type of db via a connector job and possibly other places like data designer or rules.
Hi Team, Currently, there isn’t an option within UI to export the picklist values from the UI.Use case: Customers often reach out to delete inactive values from the dropdown. As deleting picklist values isn’t available from the UI, if we have an option to export the picklist values along with the GSIDs it would be helpful. This option would helpful in the case there are many picklist values that needs to be deleted in that dropdown. Thanks!
We have just installed the Gainsight Assist Outlook plugin. I have noticed that when logging an Activity from an received email, the activity that is logged on the Timeline only includes 1 contact in the External Recipients field even though there are multiple valid contacts on the email. Is this standard functionality or is there something we are doing wrong while logging the activity?
Ability to sync User email id changes for inbound email configuration as well when the email changes are synced from salesforce to Gainsight in user object.No Status
Scenario: Email Id’s of the users are changed in salesforce. The email address changes got reflected in Gainsight via the user connector job.But the new email Id is not updated in the inbound email configurations. Removing and adding the users again for inbound configuration serves the purpose.But client is expecting that when we are updating the changed attributes (email address in this case) for the users in Gainsight the same should be updated for the inbound configuration as well so that they manually need not re-configure inbound emails for all the records.
Destination Table UI - enhancementNo Status
Scenario: two fields in a table (For ex. DAYS_SINCE_FIRST_CONTRIBUTED_AT and DAYS_SINCE_FIRST_CONTRIBUTED_AT_MOD) which are both mapped to fields in a Gainsight object. However, the destination table UI cuts off the field name short (see attached picture) and there's no way to see which one is which since they both cut off at the same point. It’s make hard to maps field. And can lead to wrong data collection. At same point with large similar kind values, It’s hard to trace back such kind of issue.Suggestion: to improve the UI in way we can see the whole field name. Make a some mouse hover pop-up which shows the whole name of the field.Hover Pop-Up Suggestion
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
Have the ability to update the customer on an Email to Timeline that went to the wrong accountNo Status
For example, an email address for contact happens to be on multiple customer accounts and when an email is logged to Timeline, GS prompts the user to choose the agency to log the Timeline to. If the user chooses the wrong customer, they would like the ability to change it to the correct one. Right now you have to create a ticket to have the backend team fix it.
Hey Team, It would be great to have the ability to replace Strings as one of the String formulas. It would make string formulas more powerful and allow for use cases such as making Hyperlinks replacing spaces in fields. It would make the already powerful String formulas more convienient.
We are having issues where a CSM will attend a call from someone else internally, but when the Gong meeting syncs they cannot edit bc the owner is actually a colleague (think sales, support, etc). It would be better for a CSM to be able to edit any Gong entry so that they can add their notes from the meeting
Automated Deletion of MDA RecordsNo Status
There are more than a few posts regarding this, but they are all about a year old or so. So wanted to start a new one. There’s been more and more of a need to purge old or stale records in our Company MDA.Right now, every few months we go into Data Operations, add our filters - and mass delete out the select records. It would be amazing if we could leverage something in Gainsight to automate that process for us / and add in a recycle bin for those records for X days. Similar to what Salesforce has.As always, thank you!
Description of Use Case: We have a survey that we’ve selected to include Partial Responses for 10 days. We are sending a survey email, and then, 2 days later a reminder email, and then, if we don’t have a response in 5 days, we’re creating a CTA.Problem Discovered: Partial Responses don’t prohibit the No Response CTA from being created, and there’s not a way for me to tell the journey to look at that before creating the CTA. Also, when trying to troubleshoot, discovered that the participant with a partial response was shown as completing the journey on the date the CTA was fired (which makes sense), but then his survey response was dated to when he partially completed it, and not when the system did, so it looked like the CTA generated when he had responded.Ask(s): 1. Make the conditional wait for survey responses more flexible like normal conditional waits where I could tell it to consider partially submitted surveys as responded and not generate the CTA if I want to. Side Note: I
Is there anyway that the field types on AO Failed Emails can be changed from JSON String and JSON ID. Currently we have reports that look at this table, but because of these types we are unable to get to a customer C360 because this link is not clickable.
Currently the “email to” functionality supports sending an email to Gainsight for attachment to a C360 or R360 timeline. However, there does not seem to be any way to associate an email with a Success Plan Timeline and since the functionality to move a timeline entry from one timeline to another doesn’t exist either, there is no way to associate an email with a Success Plan timeline. Please provide a mechanism to do this in the product.
Hi Team,Currently, we are supporting single picklist as dependent field but not multi picklist in Cockpit. Customers are looking to a have this functionality so that based on the controller field selection the dependent picklist options are only displayed.
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