CS Product Ideas
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Edit NPS Survey RecordNo Status
One of my CSMs failed to update a contact of theirs. The email field was updated in Salesforce, but the associated company was not.The result is I now have a NPS survey response attributed to the wrong account.It would be great to have the ability to swap the associated company on survey records.
Scorecard Widget Report DependenciesNo Status
Scorecard widgets moving to be in their own section has lots of downstream effects and missed considerations. One of these is the fact that we can no longer see where these reports are being used, both in the list view as well as view Analyzer. This is a huge miss. Please help.
The success plan list view is great, and the ability to have custom views is nice BUT why are there no advanced filters like on the cockpit custom views? Our enterprise CSMs need the ability to filter their book of business by the ECSM field we have on the company object as they are not owners on 100% of the success plans tied to the accounts they oversee. While that is one specific ask, I can see additional advanced filtering being a huge benefit for our teams.
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?
When our customers kick off their implementations, we send them an email with the kickoff deck and a zip file of project workbooks attached. We would like to semi-automate this with email assist (by surfacing a template in a CTA task so that the end user only has to check the email, attach the files relevant to the customer, and send), however we are limited by the fact that we cannot attach zip files to emails in email assist because the .zip filetype is not supported.
The new Data Management UI for dependencies is an improvement, but another admin quality of life addition would be to include, context dependent for each type of asset, if it is active or not. For example:For rules, you could simply indicate if the rule is active/inactive. For reports, it would be useful to know if that report is used in a dashboard, and which dashboard(s) it is on. This would enable admins to more easily at a glance find how to prioritize what they’re looking at and assess true dependency impacts. I’m sure this won’t be particularly easy given that each asset would have it’s own context around what ‘active/in use’ would mean, but it would be incredibly helpful.
There are many situations where Help Text would be incredibly valuable for our users. Especially as we develop out new features and try to gain better adoption of Gainsight from our users. This request is that a Help Text feature be enabled for all fields within CTAs, SPs, Timeline Activities -- any areas where we are building custom objects to serve our users’ needs, so that we can add additional information for the user around the purpose of a field within an object.
Currently the Log Email to Timeline feature of the Gainsight Assist Plugin only logs the sender as an attendee to the activity. Is there any plan to expand that to include all recipients? This is a pain point because when the email is sent from an internal employee there is no way to log the activity to the correct Company timeline line because GS doesn’t recognize the other recipients.
When adding additional columns/fields to the Cockpit view, it will show the name of the field as is. Sometimes this can be confusing for fields with the same name. An example would be the desire to show the name of the Account Executive and the Renewal Manager. In the system, these are shown as Name for both. Unless the user knows the data well, they will not be able to differentiate which name is the AE and which is the RM. It would be helpful if admins were able to change the display name of fields added to the Cockpit similarly to how they can change this name in reporting to be more user friendly to end users.
Hi Team,Client is looking for the ability to compare the data in UI for same month of different years Eg: We have a users login data for months of 2021 and 2022 , then user wanted the ability in report builder (Bar chart) to have the bars for same months to be available side by side for comparison.
HTML Tags in Scorecard DescriptionNo Status
Hi Guys, Im working with a customer at the minute who would like to have the ability to have links in the scorecard description to take end users to a more detailed view of what the scorecard criteria are. In order to do this, we would need the scorecard description to be a rich text area In my opinion, this is a really clever use case as it gets around some of the challenges of trying to write detailed descriptions of scorecards in a very small text area
It would be great if we could allow linking to external documentation within a Scorecard Description. I have a customer who has comprehensive details on each of their scorecard measures in google docs. They want to be able to have a hyperlink inside each Measure Description linking to the document so CSMs can have more context on each individual scorecard
Hi,Within the new Gainsight Home feature, it would be great if we could add aliases to the filter names so that our CSMs don’t get confused if there are two filters with the same overall name. I know this functionality already exists in the Horizon Analytics Report Builder, and it would be great to bring this functionality to Home. It looks like currently if I move my cursor over the filter, the path is explained, but I rather save this step for our CSMs and just have the filter explicitly state what it’s filtering.As seen below, filter C is referring to the CSM Name and filter D is referring to the Intel Services Rep name, but they both show as “name” and this will get confusing to our CSMs. Thanks!
Shame edit: You can edit operators, you just don’t have the same option to do so in GS Home as you do in Dashboards which clearly bamboozled at least one person 🙄 VS For simple modifications though it would be nice to do this ‘in-line’ and more consistent with Dashboards so every similar function isn’t subtly different everywhere you look.OP:I’m normally on team “end-user guardrails” but in this case I’m not sure I see why the bumpers are on.In Gainsight home, once a global filter has been made, that operator is locked in. Cannot be changed by the end user.A simple illustration of the issue is including a Renewal Date filter so CSMs can focus on actions related to upcoming renewals. What if you set it to ‘=’ but they want to look at <, <=, < etc? The “Next N time_unit” doesn’t always solve the problem. Aside from that, end-users are used to being able to change operators in Dashboards.
On Dashboards, you can hover over a Global filter, and the impacted reports are highlighted. It’s a bit subtle but it’s nice to have some indication that if you make a change, you know which reports were modified.Would love a similar function on GS Home. Given some of the limitations on filters, you may just be slapping reports/widgets on home and users need to tweak them individually - but unless there’s some other callout there’s no immediate way to know if your report should have changed and didn’t, or shouldn’t have changed.
I’ll start by saying I don’t know if there is a better way to handle this or what that might be, but that the current experience is a bit awkward and could potentially be prohibitive of us deploying Home or at least getting the most out of it. For background, we recently deployed relationships, meaning that if it’s possible we will want to show both Company AND Relationship data on GS Home. The way the global filters work is you have to pre-select company or relationship and then configure your reports/widgets et al to be keyed to those filters. Today, there isn’t really a way to visually see which global filters are company filters and which are relationship filters, and no way to easily have one set of filters work on Company, and one on Relationships. Depending on what you are trying to do, this makes ensuring company and relationship data are filtered appropriately rather complex.For end users, this seems like it would be impossible to manage. You don’t know what objects on Home th
I mentioned this coming on a year ago now (on this thread), but coming back to my ask to re-size the area in Gainsight Home where you add widgets and reports from. This impacts admins AND end-users (since they can customize Home).WTF am I talking about you ask?This (old screen shot): There’s no ability to resize this, and you cannot see the full name of some items (such as reports) when you mouse-over which is a double punish. At minimum, full [thing] name should be available on mouseover, but ideally you’d be able to resize this area as well so you don’t have to mouseover every item to find the right one.
I have a KPI reports to show customers and one for ARR. Those are filtered to exclude test accounts and Inactive accounts. Those are also OOB Attributes for the Gainsight Home Summary Ribbon.Unlike my KPI reports though, the attributes are completely unfiltered and show test accounts and inactive customers. This means that to use attributes you must pass them through Global filters that you may not otherwise need, because the other reports you’ve added to Home already have those filters baked in.The current solution is just to use KPI widgets in the summary, but as mentioned here That’s a bit of a non-starter anyways, meaning the actual solution is just to not use the Summary Ribbon at all.
This would hopefully be an easy fix, but what may come as a surprise to some is that the Summary Ribbon may not always be the first thing someone wants on their GS Home Page.For example, we have some “help text” on our dashboards (e.g., brief explanation of what you’re looking at, links to enablement and support docs, etc.) via text widgets. We would do something similar on our GS Home layout and would want that at the very top. Unfortunately, if the Summary Ribbon is enabled that can ONLY sit at the top of the page - this doesn’t make sense from a workflow perspective. For new/first time users, having that context and links to other info at the top makes sense, and then have metrics, attributes, highlights, etc and the ensuing reports flow after that. Having summary KPIs, then a text block, and then the rest just doesn’t make sense ALL of the time.So having more placement flexibility would be great. It also has the benefit of giving us an experience more consistent with Dashboards, wh
Gainsight New Home Page - Unable to Rename the Report names added in the Summary Ribbon section via "Add Report" OptionNo Status
Hello Team, In the Gainsight New Home Page, I don't see an option to rename the Report names added in the Summary Ribbon section via "Add Report" Option. Because of this, the report name is visible in the Summary ribbon section. I believe allowing the admins to rename the Report names added in the Summary Ribbon section via "Add Report" Option would be a better way to represent the Summary Ribbon section.
Need a connector so that we can fetch data from Gainsight directly to Google Sheets or ExcelNo Status
Would be great if we can have a connector which helps us pull data from a report created within Gainsight to google sheets or excel without downloading.Just a simple connection and rest stuff we can get done in the sheet.Once I create a report in GS I can fetch the data in my sheet by creating a simple connection and do the automations like sending emails automatically in a custom format using VBA macros etc. Also, once this is done I can simply schedule the connection and my manual intervention is done.
Hello Team, It will be great if the reports/attributes in summary ribbon enabled with the possibility of showing the drill down report. So that when a CSM view the home page, they can have a detailed and interactive info available when needed.
We recently launched the new Gainsight Home page to our CS Team. We are currently using Gainsight NXT impeded in our Salesforce system. They are starting to utilize the ‘Personalize My Home’ option and have come back with the below product suggestion:Can’t resize: While you can rearrange the tiles, you can’t fully resize them. For example, the CTA tile I could make wider (taking up the full width of screen), however, I can’t adjust the height. Similar but opposite for timeline, I can adjust the height (to a degree) but I can’t change the width.
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