CS Product Ideas
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Google Calendar Integration on HomeNot Planned
My CSMs are loving the calendar integration, and are finding it a great time saver. One thing that has been suggested that would help make it even better would be the ability for the CSM to filter out meetings that they don’t want to see there. For example, recurring internal team meetings.
With all the text messages that we get for appointments and account updates, I am curious about the interest level and use cases for adding SMS/texts into Gainsight Outreaches or even a new "Text Assist" CTA task option? These options/features do not exist and they are not part of the active Product Roadmap, so your feedback and upvotes will help us to gauge interest and learn more. Thank you!
We’re doing a little spring cleaning and I noticed that there is no dependency section for objects used in JO programs (unless I am mistaken?) This is a huge blind spot and can lead to email programs not working if data is inadvertently deleted before the program is rebuilt to use a different MDA object.
Data download from Horizon Analytics reports is apparently limited to 100000 records (lines) and according to documentation, export to S3 via Rules Engine should be used when more records need to be exported. This makes it really hard for end-users without Rules Engine access to export large dataset (e.g., usage data) from reports to do further analysis.The option to export to csv (via an email link when the file was ready) available on the old reports was great for these purposes. I'd be very happy to see this option (or another way to easily download larger datasets) return.
Dropdown list item with single quoteNot Planned
Hi There, Currently, when you create a dropdown-list item with a single quote, the following message pops-up. Although one understands the validation but this becomes a problem when you have mapped this field in SFDC connector sync job and in SFDC picklist value contains single quotes etc. So are there any thoughts to allow dropdown value with single quotes because in SFDC picklist, we can have values with single or double quotes. For now the only work-around is to have a String type in MDA mapped to such picklist.
Adding Reporting Categories CTA StatusNot Planned
I have a customer that would like to be able to add to reporting category for the CTA Status. They would like to be able to add custom ones outside of the Open, Closed Won, and Closed Lost. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180205-78080-11edf8m-Snip20180205_37_inline.png[/img]
We just rolled out Gainsight last week and the top question I’m getting is “how do I stop things from opening in a new tab?” I know there’s mixed opinions from the community on whether people want a new tab or not - I would love to see individual users have this level of control since there is no standard opinion.
Scorecard History Options - Label vs ScoreNot Planned
Is there an option with the scorecard history data set in scorecards 2.0 to show the Label instead of a numeric score? We use A-F labels so the scores themselves really don’t mean much to our CS team. Ultimately, I’m trying to build a rule that exports our scorecard data to our data warehouse so that others in the company can use the data outside of Gainsight, but how it is stored right now I’m not seeing a helpful format to do so.
I understand that we can enable Bionic pickplist labels which exposes dropdown list values in the rule export or execution results. But what if, I need to do some transformation like concatenation -- framing a Product name using concat( Opportunity Name, Product Type) where Product Type is a Dropdown item. Now the result is coming like this -ABC Opportunity 1I0054W9FAKXZ0H26HOVC484TSFM5160JI8N. As a workaround I am using Case expression. But would like to if there is any future enhancement with regard to this?
Hi team, The way we have an ability to show which section of Gainsight should be as default home page in SFDC? https://community.gainsight.com/cs-best-practices-19/can-you-choose-a-default-landing-page-for-when-you-log-into-gainsight-692?sort=likes.desc Is there is any possible way we could do this for NXT as well, Like the Home page, showing cockpit, rather than showing Dashboard?
Be able to modify "Powered by Gainsight" Trademark In Sharing Success Plan Email Sent OutNot Planned
Posting on behalf of a customer. It woud be nice to be able to change/update/modify the “Powered by Gainsight” in the email sent out when sharing a Success Plan via email. It would make the email warm and familar with the recipent, such as when shared with external contact.
Dated Currency Conversions - MulticurrencyNot Planned
Salesforce supports advanced currency management that allows users to manage dated exchange rates within opportunities. Dated exchange rates allow one to map a conversion rate to a specific date range. Based on the start date and end date for a given conversion rate, a closed opportunity amount would differ even while using the same currency. Some of our customers have requested for this feature, it’s good to include this feature in our product as well.
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.
We link CTAs to Opportunities and Cases. We would like to have the ability to link multiple opportunities or cases to a single CTA.Example scenario: To show the strategic plan in CTA that is influencing/being influenced by multiple opportunities/cases/or anyother object.
Font in Reports of Success Snapshot 2.0Not Planned
Hi Team, As of now we can customise the fonts and its size of Names and Tokens and in new report revamp we can do the same in Chart reports but we cannot do the same in Tabular reports. So can we please include this in future roadmap where users can change the size and fonts of text in reports of Success Snapshot 2.0. Since few customers are feeling that few reports are concise and not as per their desired representation. Thanks,Prathap
We use Gainsight to manage customers at the logo (or Ultimate Parent) level, so we have Success Plans that are created at the top-level parent, but involve child-level contacts. Currently, the Contacts on the Success Plans are based off of the Contact object in SFDC, with no ability to switch this to Company Person or Account Contact Relationship objects. This can be done for Associated Contacts on CTAs, however. Either having the Success Plan object shift to using Company Person (like Timeline has shifted), or enabling the ability to base Contacts off of the Account Contact Relationship object (like CTA object) would allow our CSMs to create Success Plans at the Ultimate Parent level and associate child contacts to the plan.
Adding People Maps to Success Snap ShotsNot Planned
Do we have any plan to have the ability to add People Maps to a Success snap shot as an additional section? Currently, we are able to do a screen shot and add it to the snapshot, but if a customer wants to do this for multiple companies it seems to be a lot of work.
From what I can tell, it doesn't seem like you can include anyone on the Internal Attendee's section when logging a call in Timeline (please correct me if I'm wrong here). It would be nice to be able to do so for cases when someone without a SFDC account (e.g. a Product Manager, Engineer, etc) is on a call with a customer.
Trello IntegrationNot Planned
Our CSMs are interested in a Trello integration. Apparently, Salesforce has one: [url=https://blog.trello.com/trello-salesforce-integration]https://blog.trello.com/trello-salesforce-integration[/url]. I've attached a screenshot of how they are using, and have also provided some suggestions on how to get out of Trello, but thought I'd post in case others are also getting. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Trello-bafcda7d-17a9-4df1-a2bd-1be08718a8e1-973625595.jpg[/img]
I need to make a mandatory field on a CTA that is required upon creating or saving the CTA. Not only when closing the CTA. Marking the Closed Mandatory selection does not require upon Save, only Closed. Is there a way to accomplish this?
I think some of the changes made to the Scorecard Mass Edit visualization in Horizon Analytics are great, particularly the combining of setting the score and logging a timeline entry in a single action. The changes to the score display (captured below), however, is not eliciting much favor from the users with whom we shared this yet. It was easier to compare columns side by side at a quick glance because the format was the same and there wasn't any wasted/white space. From an internal leader: “I understand the idea behind a ‘streamlined / minimalist’ design, but this particular feature used to benefit from "at a glance" visibility into how a customer was doing. This reduced footprint for the health score color means I have to physically trace across the customer and can no longer benefit from ‘at a glance’ sense of the business. White space does not add value.”Hoping others out there share this sentiment and that GS will provided a restored view that shows the blocked colors but reta
Feature Request: Add an "Are you sure?" prompt prior to deleting comments for Customer Health commenNot Planned
Hello, Our CSMs wanted me to submit this on their behalf: As a GS user, a prompt prior to deleting a comment of "Are you sure you would like to delete this comment" would reduce risk of losing historical comments in Customer Health C360. Acceptance criteria: - Within each Customer Health comments when selecting the X/delete button prompt "Are you sure you would like to delete this comment ?" Thank you!
Native Dial-out function from Gainsight?Not Planned
Hey all, I’m new to Gainsight administration and have a pain point to solve for our CS teams.We’ve recently transitioned a lot of our work from Hubspot to Gainsight, however the team are sorely missing Hubspot’s feature that allows dialling a phone number from their browser.That functionality is very useful as it provides efficiency gains, it automatically records call time for accurate reporting (and actual voice recordings) and means we can avoid having to supply and maintain work mobiles for employees (and they don’t have to look after them either!).I believe Hubspot use Twilio Are there any plans for GainsightNXT to offer a similar functionality, pehaps with Amazon Connect or similar?
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