CS Product Ideas
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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.
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????
99% of the changes we make to the Company object are done through scheduled rules. Our CS team generally does not make manual updates (by design.) This sort of defeats the purpose of real-time rules for us, since they would only be triggered when our SCHEDULED rules change something in the company object.I would love to be able to trigger real-time rules based on changes/updates to objects that are more likely to be updated in real-time. Example objects would be - survey objects, timeline activities, CTAs, etc.
Hi all,Within the Horizon Analytics version of Rules Engine, it’s nice to be able to expand the Rule Name section to see the entire name of the rule without having to wait for the tooltip to pop up when moving your cursor over it. However, when I drag the bar over to see the entire name and then switch to a different folder, it reverts back to its default position and I have to move the section line again. It would be nice to have this auto default to show the entire rule name in Rules Engine and when switching between folders if possible. Thanks!
I have often come across a Use Case where duplicate Users show up in search while applying filters in Dashboards or selecting names for some dropdown fields. This is because we get to see inactive users as well. Can we have roadmap/workaround to avoid ambiguity in such cases?
Hi Team, Posting this request on behalf of customer. Currently we are allowed to search inactive users and we are able to add them as internal attendees to activities.Currently we are searching whether the user type is internal or not and are not having any additional filter while displaying the internal attendees.We have below feedback from one of our customers and wants to restrict the search to display only active users.Feedback from customer:While I see the logic in including inactive users who may be relevant, the execution of this is flawed. The correct behavior would be to prevent adding these inactive users to any new activities or journeys once they are inactive.Currently, the system allows the same activities for active and inactive thereby making no differentiation. It causes more harm than good. I have processes going to users who are no longer with the company and we only find out once the harm is done.
I’ve found a use case to need to include the Month name as a token. It would be great if we could have a “Month Name” as a date formula to derive the name of the month from a date. I tried doing a case expression, but since it doesn’t give a “Starts With” option, I am not able to derive the month from a date and convert it to text.
Out of the box reporting for standard industry email metrics does not exist in this platform if you want to be able to slice and dice the data. I have to look to AO Emails to refine by Vertical or Segment, rather than Email Logs, however, it's not intuitive. [b]Email Logs vs AO Emails [/b] Sent / Delivered / Total Opens / Total Clicks / Unique Opens / Unique Clicks Email send time (this is equivalent to Delivered) / Email Open Count / Link Clicked Count / Last Email Opened Date / Email Clicked Date I'm not sure how that could be any less intuitive. Plus, Email Logs and these fields in AO Emails do not allow for Formula fields so I can't have a report or a dashbaord that displays these metrics in rates, from what I've tried so far. Email Template Performance Report, found in Program Analytics, would be a great start alas it is nowhere to be found in Report Builder and is missing some key metrics. [i]Please [/i]give us standard email marketing metric fields
We have a use case where it would be helpful to see in Gainsight all of the upcoming customer calls/onsites, which we typically have stored in individual CSM calendars. Is there a way to do this presently in the system? If not, I know there's an ongoing thread about CTAs and GCal integrations that I think is similar (and not redundant) to this request.
Ranking in Rules EnginePlanned
It would be great if we could rank accounts in the Rules Engine, similar to ranking in Report Builder. For example, ranking accounts so that only X number receives a certain CTA or action. A specific use case would be ranking our top 50 customers by spend to automatically generate CTAs and other field triggers as part of our top 50 customer engagement program.
Mostly what the title says. I’d like the ability in JO programs to use a token in the CC portion of sending emails out. Use case: I have a CSAT survey and I want a conditional wait for an email that only sends on a low score to the case owner. I would like to CC their lead, but it may not be the same lead for each case owner so I can’t just put in a static email. In this case a CTA is not a viable alternative.
We would like the ability to tie timeline activities created through BCC/Email to Timeline to CTAs that have already been created. Before the email assist/BCC functionality, we would create timeline activities within a CTA (and still do so), but we are unable to tie BCC emails to a particular CTA now to keep our communications tied together. If there was some way to include the title of the CTA in the subject of the email, or something like that, to tie the email to the CTA, that would help out our team greatly.
Clone Objective TemplatesPlanned
Since we cannot assign multiple Objective Templates to a Success Plan via Rules Engine (at least not in an easy, automated fashion), we are creating an Objective Template for each permutation. However, even this task is difficult because we cannot clone Objective Templates and need to fully recreate it even if we are simply adding one extra Objective to it. This creates additional and unnecessary overhead.
I have a request from a customer to be able to use (for example) the language variant when using email assist. In testing this it appears that it always defaults to the first in the list (English) when sending out. They'd like the email sent out to a contact outside the US to receive the email in the local language similar to the way that Co-pilot works. At this time it looks like they'd need to create a template for each language.
Hi - an idea that was shared with my by one of my customers was related to creating CTAs automatically through Outlook/Google calendar integration. The use case is as follows: [list] [*]CSM creates a calendar meeting request to their customer to schedule a meeting. While in the calendaring app, they have an option to click a button that will sync that meeting to a CTA in Gainsight. [*]The CTA will be created using relevant content from the meeting request (some details will have to be worked out as to how the correct customer is selected and how other mandatory fields are populated) [*]CTA is now ready to be actioned upon once the meeting is held and the notes are added to the CTA or chatter feed for that customer. [/list]This would allow for reduction of an extra manual step and will especially assist in cases where customers do not have standing recurring meetings, but instead meet in an ad-hoc basis.
Is there a way to use the Cockpit Calendar integration (gsuite or outlook) to pull calendar events from an external calendar into Timeline?Planned
I was speaking with a customer: Anthony from Degreed, and he had a rather interesting use case to ask me about. In the past few releases, Gainsight introduced Cockpit/Calendar integration for Gsuite and Outlook. It is a great feature that writes CTA info onto an external calendar.. but currently this functions standard operation is a one way push from GS to the external Calendar. There does not appear to be bidirectional capability in this features current function. Anthony wanted to see if there was a way to use this cockpit calendar integration to pull meeting details from his external calendar and automatically create timeline activities. His main asks were: if there is any way to sync calendar events INTO Gainsight today. if you know of any possible partner solutions or workaround if there is a plan/roadmap item to introduce this functionalityI did float this ask internally and did get a few responses. This ask did seem to resonate with some of my other customer facing counterpar
We are using Relationships to differentiate between products and in our case also the CS team working with the customer. Therefore, our team should always log activities on the Relationship Timeline instead of the Company Timeline. Sometimes, that goes wrong and currently, the only solution is to recreate the Activity on the Relationship Timeline and delete the one on the Company Timeline. It would be great if the Activities could be moved, for example by updating the Related to field of the Activity.
Love the auto-subscription feature based on role assignment on Company and/or Relationship records as detailed here: https://support.gainsight.com/Gainsight_NXT/Notifications/Admin_Guides/Admin_Notification_Settings#Configuring_Auto-Subscription_for_Notifications However, when someone is unassigned from, say, the CSM user lookup on a Company, they are not automatically unfollowed from the Company. That’s not fun. Let’s fix that please.
Hi Team,As per this doc we can create a custom Job to sync the data from the Other HubSpot objects to Gainsight. However, we were only able to view only attached Objects in the connection. But we have a request from few clients stating that they want to Sync the data from the Custom HubSpot objects to Gainsight Custom Object.
There are several baked-in reports throughout Gainsight (Journey Orchestrator Analytics, Program Analytics, User Management...), but these don’t allow you to export a CSV. I have to build the same report in Report Builder in order to do so. If export was available directly in the displayed report that would create for a seamless experience. Examples:Survey Statistics (Total Participants - ALL report) User Management
Follow Up: The ability to change the "FROM" email address when using the email assist featurePlanned
Follow up to this idea: [url=https://community.gainsight.com/gainsight/topics/the-ability-to-change-the-from-email-address-when-using-the-email-assist-feature?utm_source=notification&utm_medium=email&utm_campaign=new_comment&utm_creply_button&reply[id]=18948887#reply_18948887]https://community.gainsight.com/gainsight/topics/the-ability-to-change-the-from-email-address-when-u...[/url] Looking for the ability to customize specifically the "from email" and "from name" in the email assist tool for our pooled account management program not just the send domain. We can control this in gmail using the from dropdown (see screenshot) and in co-pilot via the standard form: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170914-50823-lrnvse-RackMultipart20170315-610-19lsnd1-Screen_Shot_2017-03-15_at_5-12-57_PM_inline.png[/img] Use-case 1 -- Advisors (scaled CSMs) have consultation with a customer. They create a CTA and apply the
I’ve been running into issues where we have users in my environment that have duplicate Usernames but different SFDC User IDs, however when I compare them to their Salesforce counterparts the usernames are different. I have to assume this is due to some upstream issue - changes made in SF that are out of my control and/or occurred before I came here - but this causes issues for me because the Salesforce Connector user job won’t allow me to use the SFDC UD as an upsert key, so I end up with partial failures related to the duplicate usernames (my upsert key). When I run into these types of situations my only recourse is contact Gainsight support to delete the user for me. I need more control over my user table with the ability to delete users.
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