CS Product Ideas
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- 247 Posts
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Email Assist Attachment LimitationWorkaround Available
Hello Gainsight Community, I’m struggling a bit with the size limitation when using email assist. We’ve developed a CTA for New Client Setups and part of the playbook is sending the fully executed contract to our services team to arrange the customer setup and kickoff call. For this task I created an email template that auto populates 80% of the information the CSM sends to services (big win) however, the size limitation in email assist is making thing difficult. More than ½ our contracts are larger than 2M making the email template unusable. There are other instances where we may need to scrap the email assist due to this size limitation. Before doing so I wanted to check with the community on any workarounds or ideas...thanks!
GS Asset Usage Tracking Object - New field requestsWorkaround Available
I love the addition of this object for horizon analytics. One thing that would make a massive improvement on it is the inclusion of some kind of Active boolean field. Essentially, I have a few reports based on this object that look at stale assets. What I’m now running into is that when a report or dashboard is deleted, it’s record still persists. This is fine, but now they’re showing up on my stale asset list because no one has used them which is obvious as they have been deleted. I can filter them out manually, but that gets really clunky, especially if I’m filtering on asset name on a report level, but have an asset name global filter on a dashboard - that could potentially get me undesired results. If assets were marked as Active = false when they were deleted, it would be an easy filter add to reports where you only wanted to look at usage for active assets. This would also allow you to retain some historical data for deleted assets.
Ability to Use S3 Datasets in Program Query BuilderWorkaround Available
It would be very nice if admins could create and use S3 datasets when building Program participant sources with the Query Builder tool. Alternatively, if there was the option of create PowerLists from Bionic Rules, that would also be very helpful!
auto fill email/ names on internal/external section for timeline activitiesWorkaround Available
I got this from one of our CSMs: You know what would be cool? If Gainsight had the ability to scan the emails we put in, or the names, and auto-include them on the Internal/External section. For timeline activities. That would be really cool.
Email Assist - emailing multiple accountsWorkaround Available
Hello Is there a way for our CSMs to use Email Assist to reach out to contacts across multiple accounts, without the need to create multiple CTAs - one per each account? For example - Linda looks after 25 low touch accounts and needs to follow up with the contacts from these accounts - the template is already created in Email Assist but currently she can email only one account at a time, rather than all her contacts. Any ideas other than using JO which we don’t want all CSMs to use? Our team just use their Outlook emails, and don’t even use the BCC to TL link as it requires a specific account to log the coms to, rather than logging it to multiple accounts. Thanks Katerina
UI bug when going to a 403 pageWorkaround Available
I saw this issue today when I was take to a 403 page. There were multiple menu items that appeared on the right. They all functioned correctly but there’s a few too many. This is in the SFDC version. I saw this page when I tried to look at a Timeline activity that I do not have access too.
Include the opportunity id in the export file of Renewal CenterWorkaround Available
Hi Team,Customer has the use case that a Sales Manager could go into the Renewal Center and be able to download and compare with data from other systems of operation. Currently, we are not including the field: ”Opportunity ID” as part of exportable reports from the Renewal Center. Can you please look into this and include this field in the export file from the table view.Thank you.
Percentage formula field in Report BuilderWorkaround Available
We seem to constantly need new rules to create new percentage fields. It would be wonderful if we could do so in report builder where we already pull in the relevant numerator and denominator fields (though I suppose there would be some additional grouping needed.)
Data Designer Date Filter by Fiscal YearWorkaround Available
In Data Designer, you can filter by Calendar Year and Quarter but not Fiscal. This would be great to have by Fiscal as we have our FY from 2/1 - 1/31 instead of calendar. In reporting, this can be done on FY so would be great to have this in DD filtering as well
Need to know if rule is active/inactive on Data ManagementWorkaround Available
We have lots of MDA subject areas (and rules!). We go to Data Management and dependencies section to see what rules are related to our specific objects. I'd love to be able to see in the dependency section of Data Management if the rule is active or inactive Thank you!
GS Assist for Outlook - Log to Timeline StatusWorkaround Available
This was a request from one of my end users and I don’t see this functionality but it would be super useful. Basically, what I would like to see is something similar to the timeline log status that you can get in Gmail/Chrome, but in outlook: As far as I can tell, right now you need GS assist open and the email in question open to see if it is logged, but there’s no way to look at a folder in outlook and quickly see what has/hasn’t been logged. P.S. if this is currently possible please show me the way.
Support usage of tokens in Email templates directly by using HTML codeWorkaround Available
Hi team, Posting this request on behalf of a customer.We have given the feasibility to customer to create their Email template directly by using HTML code.However it is currently not possible to directly create tokens within the Email template by using HTML code. It would be great if we can provide the feasibility to customers to directly create tokens using their custom HTML template. Regards,Jagadeesh
Bidirectional Sync from C360Workaround Available
As a CSM, I would like to be able to edit specific fields in C360 that will sync over to the account or any other related objects in Salesforce. I currently have to create a CTA to take advantage of bidirectional sync (which adds additional steps). I wish I could simply edit in C360 and see the changes reflected in Salesforce so that I don't have to keep changing systems.
Editing a email template that is used in Playbook - fewer stepsWorkaround Available
Currently, if an email template in a Playbook is edited (simple spelling, grammar, punctation), the process requires that the Playbook task be changed to a different template, then saved, then changed back to the original template and re-mapped (if tokenized). This is too many steps when having to make small changes or updates to an email template. After the change is made and the playbook is updated, any existing CTAs also have to be updated to re-add the same Playbook - yes, this is possible with a rule but why can't the change be pushed from the Playbook editor? Within Journey Orchestrator, for example, if a minor change need to be made to an email template in use, the updates are made available immediately in the Program (Draft and Scheduled, have not tested in Active state) without having to reselect the template or remap tokens.
Find String FormulaWorkaround Available
Hello Team, The Find String functionality is a must needed feature. For example, please refer to the below strings. I would like to get the first part of the string from the first letter till "-”. From “CUSTOMER SUCCESS - CUSTOMER CARE TAM” I would like to extract “CUSTOMER SUCCESS”. From "CUSTOMER SUCCESS MGMT - PSM” I would like to extract “CUSTOMER SUCCESS MGMT”. There is no way to achieve this using the Gainsight String Formulas. In Excel, we can achieve this by writing a nested formula as below =LEFT("CUSTOMER SUCCESS - CUSTOMER CARE TAM",(FIND("-","CUSTOMER SUCCESS - CUSTOMER CARE TAM")-1))Result will be: CUSTOMER SUCCESS=LEFT("CUSTOMER SUCCESS MGMT - CMM",(FIND("-","CUSTOMER SUCCESS MGMT - CMM")-1))Result will be: CUSTOMER SUCCESS MGMTCUSTOMER SUCCESS - CUSTOMER CARE TAM CUSTOMER SUCCESS - CUSTOMER CARE CLOUD CUSTOMER SUCCESS - RENEWAL MANAGEMENT CUSTOMER SUCCESS MGMT - CMM CUSTOMER SUCCESS MGMT - PSM CUSTOMER SUCCESS MGMT - ENTERPRISE
Low Volume MDA object on C360 - Person Lookup fields show the Person's ID rather than their nameWorkaround Available
I’ve setup a C360 section based on a custom Low Volume object. I’ve added various fields to be filled out including a few Person lookups. I have discovered that you are able to search by the person’s name when creating records, but when you save the record it will then only display the Person’s GSID. Field config: Create record view: Edit/View record view: This seems like it would be pretty basic functionality to use Person lookups in Low Volume object. Has anyone else ran into this issue before? If so, did you find a workaround outside of loading over the name via the Rules Engine?
Transformation step for the Salesforce ConnectorWorkaround Available
In the Salesforce Connector 2.0 I can only use source and target, it would be nice to have a transformation step as well where minor corrections can be made. For instance adding case fields or additional filters.We have this option in the “Freshdesk” connector where I use a transformation step to translate the built in Priority names in Freshdesk to our reporting standard P1-P5
Internal Submission on Copilot SurveyWorkaround Available
Today, you can submit internal survey responses for a survey created not using copilot. It would be very valuable to submit survey responses on behalf of customers for copilot surveys. There are situations where emails can't be delivered and the responses still can or need to be obtained.
Restrict CSMs to only see the accounts they are assignedWorkaround Available
A request came through in support to restrict CSMs in a way that only see the accounts they are assigned to in both the C360s as well as reporting and dashboards. I know the latter can be accomplished through various filtering but this request goes beyond that to C360s. As far as I can tell through testing, there is no way to accomplish this.
For data points enabled reports success snapshot report exports overlapsWorkaround Available
Hi Team, Customer is trying to export the success snapshot for data points enabled report where the report isn’t looking quite good since the data point values are overlapped. Also there’s no option to change the size of the data point font
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