CS Product Ideas

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5985 Posts

dan_ahrens
ACE
dan_ahrensACE
shared in CS Product Ideas

Templates for specific Timeline activitiesImplemented

Timeline is so juicy....I love it! One idea that could really help to drive organizational consistency is the ability to define a template that would auto fill parts of the draft activity text. For example, instead of giving the user free rein to enter whatever, if there were some key data elements or formatting style that was important for consistency, have the template drop that text in automatically. For example, a possible template for a customer meeting could be: [i]Summary:  [i]Current health & trend: [i]Action items: [list] [*][i]Item 1 [*][i]Item 2[/list][i]Notes: [list] [*][i]Notes, etc[/list][i]Next meeting scheduled:

85
anirbandutta
6 months ago
leanne
MVP
leanneMVP
shared in CS Product Ideas

Logging emails by bcc in TimelineImplemented

For the Email logging, it looks like the only option right now to copy and paste in an email that's already been sent (ie. from Gmail).  It would be nice if there a way to actually cc or bcc Gainsight to create that email log, like we can to Salesforce.  It would also be nice if these were created automatically from email assist CTAs or other outreaches sent from GS.

67
christin_sambor
Gainsight Rookie
3 years ago
sai_ram
ACE
sai_ramACE
shared in CS Product Ideas

Creating timeline activity via rules?Acknowledged

One more interesting use case in timeline, most of the customers are interested in creating time line activity via rules.

62
J
Gainsight Rookie
1 month ago
juhi_bulchandani
juhi_bulchandaniGainsight Community new member
shared in CS Product Ideas

Outlook Integration with GainsightImplemented

Today there is no integration of outlook with Gainsight. Communication and documentation of communication all in one place is key for CSM's success. As email is widely used and office email is key part of their day to day operation it would be very useful to have emails attach to the CTA so there is a context to the communication

62
R
Veteran Rookie
1 year ago
steve_davis
Gainsight Employee: MVP
steve_davisGainsight Employee: MVP
shared in CS Product Ideas

Variant Email Templates In Email AssistPlanned

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. 

57
T
Gainsight Rookie
1 month ago
nora_soza
Gainsight Rookie
nora_sozaGainsight Rookie
shared in CS Product Ideas

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

47
sriram pasupathi
Gainsight Rookie
2 months ago
nurah_muhamad
nurah_muhamadGainsight Community new member
shared in CS Product Ideas

Deleting Timeline ActivitiesPartially Fixed

How do I delete a timeline activity? I can't change the type of activity once I've logged it either.

46
anirbandutta
5 months ago
chris_beaven
Gainsight Rookie
chris_beavenGainsight Rookie
shared in CS Product Ideas

Ability to CC/BCC contacts on CoPilot outreachImplemented

I've heard a few customers ask about the possibility to CC or BCC internal contacts on a CoPilot outreach. The CC/BCC could be a specific email address, or a dynamic field (e.g. the CSM for the account). This could be used for internal notifications when a campaign takes place.

44
R
2 years ago
ganesh
Gainsight Employee: Shoshin
ganeshGainsight Employee: Shoshin
shared in CS Product Ideas

Copilot emails for CSMs to sendPlanned

A few customers have asked for the ability to draft template emails via copilot, but for the final "send" button to reside with the CSM. So - the CSM gets the final say on when the email is sent, but does not have to take the time to draft the email contents. 

42
dan_ahrens
ACE
3 years ago
sagan_sherlin
Champion
sagan_sherlinChampion
shared in CS Product Ideas

Idea. The ability to use Multi-Select Drop Downs in Timeline Activity Type Setups.Under Consideration

I'm working on expanding one of our (custom) Timeline Activity Types and realized that I can't use the Multi-Select Drop Down.  I can only use Single Select Drop Down. Is there a possibility of expanding out the Timeline to include Multi-Select Drop Down options?   [b]Use Case[/b]:  We have a user who is speaking with our customers about a new product feature and often times covers a number of topics when speaking to the customer.  We use Timeline to post all of our updates - as it's easier for everyone to see what's going on.  [<3 Global Timeline] We're running into a problem of how to 'tag' the features she covers so it's reportable.  One idea that we had was to use the Drop Down (Category) feature.  As the reporting looks nice and breaks it out - so we could in turn get numbers based off the features covered.  [But in current production, Drop Down only supports Single Select.] [i]Additional Information: When updating or creating a n

42
B
Gainsight Employee: Rookie
6 days ago
kate_popp
Gainsight Rookie
kate_poppGainsight Rookie
shared in CS Product Ideas

Add Cockpit integration for Google Calendar (or similar service)Implemented

Our team uses Google Calendar to manage all of their meetings and events. It would help with workflow if we could automatically: - see our time-based CTAs inside of our calendar already. - log our calendar-based events as CTAs.

41
J
Gainsight Rookie
1 year ago
christopher_sanderson
Champion
christopher_sandersonChampion
shared in CS Product Ideas

True NPS calculation and NPS WidgetImplemented

This is a two part idea: 1. We need a true NPS calculation.  The way Survey's does this currently, it takes the average of responses across a Customer and gives you a 0-10 score.  However, NPS should actually be %Promoters - %Detractors.  "The current NPS 0-10 score is misleading" (direct quote from a customer). 2. For the Widget in the Summary Section, it would be nice if we could add a time option for it.  Allow a customer to choose if they want the true NPS calculation (which we create from above request) to represent ALL Time, Last 30/60/90/180/365 days, etc.  This way, they can truly reflect what they consider to be the NPS of the account.

41
sai_ram
ACE
2 years ago
andrew_cummins
Champion
andrew_cumminsChampion
shared in CS Product Ideas

Allow inline editing in tabular reportsUnder Consideration

It would be great to be able to view a tabular report, ie cases, opportunities, projects, etc. and be able to simply click on the cell in the tabular report, edit the cell, and have that update the associated object record. 

40
D
Gainsight Rookie
28 days ago
gurukiran
gurukiranGainsight Community new member
shared in CS Product Ideas

Manual CTA for multiple accountsAcknowledged

Apply CTA for multiple accounts Manually. Scenario: if a user has to go through a process of adding a CTA manually and has to replicate this for all the accounts that he/she is responsible for, currently the only way is to get into a Customer360 page for all the accounts and create the CTA or through the Cockpit Tab. It would be easier/convenient (flexibility) if the user is allowed to select multiple accounts from a drop down while creating the CTA. 

40
sriram pasupathi
Gainsight Rookie
11 months ago
spencer_engel
MVP
spencer_engelMVP
shared in CS Product Ideas

Make Gantt Chart created and end dates more flexibleImplemented

First off, I love the Gantt Chart feature and think it will be immensely helpful. I also know that feature is in Beta right now, so if my request is already on the roadmap, that's fine.  However, I noticed the following issue when trying to load a success template. What I want to do is be able to load a 4-week success plan template that contains one objective CTA per week. Each objective CTA would then have a playbook attached so that the template would essentially be a project plan with four objectives and about 20 total tasks.  The issue is that when I apply that template, it automatically makes my start date in the Gantt Chart equal to the created date of the CTA. I can't edit that created date in the CTA or in the Gantt Chart, so I'm stuck with a project plan this. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170921-42664-jlahdj-Screen_Shot_2017-09-21_at_3-16-25_PM_inline.png[/img] What I want to be able to do is stagger the start

40
spencer_engel
MVP
3 years ago
S
Veteran Rookie
sandeepchidiriVeteran Rookie
shared in CS Product Ideas

Emails to timeline via Program in Journey OrchestratorIN DEVELOPMENT

Hi Team, One of our customer wanted to log emails to timeline when a program is sent via Journey Orchestrator Currently  we don’t have this functionality in Gainsight. Do we have this in our road map ?   Thanks Sandeep

39
PavanCh
Gainsight Employee: Rookie
25 days ago
meenal_shukla
Gainsight Employee: MVP
meenal_shuklaGainsight Employee: MVP
shared in CS Product Ideas

Multi-select picklist option available in TimelineUnder Consideration

Customer wants a timeline entry for product audit. In that audit, there will be multiple products that will be audited. How can they mark more than one product in the dropdown that shows up if there is no multi-select picklist option? 

39
meenal_shukla
Gainsight Employee: MVP
26 days ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

C360: Create an account profile section of the C360 where CSMs can capture notes, relevant information about customerImplemented

CSMs need a place to capture specific details about the customer that they would otherwise have to document in an external tool. Some of the key things to capture: Business Description Mission Statement Website URL Account Team member names/contact details Recurring call specifics (date, time, bridge info) Key Contact names/contact details Pain Points Current/Future Projects General Notes

39
marcelo
Gainsight Rookie
4 years ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Horizon Analytics feedbackAcknowledged

Not sure the best way to give feedback on Horizon Analytics since I don’t believe it is technically still in Beta… so will start this thread to capture as I am kicking the tires on it. When I try to access Custom Colors in the new UI, I open an existing entry and the data never loads (this was done in an Incognito browser window, so it’s not cache) When drilling down into a report from a dashboard, the “Analyze Report” button should not appear for users that do not have access to Report Builder.  When a non-privileged user clicks that button, they get a “403 Access Denied/Forbidden” error.  This will result in numerous tickets sent to admin teams saying there is a problem or requesting access.  This should be disabled for all users that do not have access to Report Builder. Here are my current report builder settings:      The text that accompanies the refresh button on charts/graphs is misleading.  The example below indicates that the data was refreshed and that if you click on re

38
HollySimmons
All Star
10 months ago
keith_mattes
Champion
keith_mattesChampion
shared in CS Product Ideas

Horizon Cockpit: Task View PleaseImplemented

Our users have often requested the ability to have a view into their TASKS only via the Cockpit. It is presently observed that the CTA Name field is mandatory and therefore will not allow for a custom VIEW of only tasks to be created.  Could it please be possible to allow for a Custom Admin VIEW to be deployed for this?? We’ve used a “work-around” by adding the “Next Task Due Date” column to the UI, but that doesn’t quite satisfy our user story on this one.  Can this please be considered? The Cockpit is our central work-hub and we should not force our CSM’s to click to a Dashboard to try to get this info.  

37
R
Gainsight Rookie
3 months ago
katerina_nemcova
Champion
katerina_nemcovaChampion
shared in CS Product Ideas

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 

37
anirbandutta
2 months ago
dan_ahrens
ACE
dan_ahrensACE
shared in CS Product Ideas

Outlook/Google Calendar integration to Automatically create a CTAPlanned

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.

37
jeynreyn
Gainsight Rookie
1 month ago
kcsp
Veteran Rookie
kcsp
shared in CS Product Ideas

Ability to Move Timeline Activities Across AccountsUnder Consideration

There are instances where a CSM enters a timeline activity to an account, but it was added to the wrong account and needs to move to another account. There's currently no way to copy or move an activity to another account. The CSM has to re-enter information on the correct account, and this can be a lot of manual re-entry that would be more efficient if a "copy to" or "move to" functionality existed. 

37
anirbandutta
1 day ago
tom_gerth
Gainsight Employee: Champion
tom_gerthGainsight Employee: Champion
shared in CS Product Ideas

File attachments in Timeline viewImplemented

I'm wondering if we have anything on the roadmap regarding the ability to attach files to an update in CS360 Timeline view? We currently have the ability to create a link within the notes which is extremely useful, but it may also be useful to have the ability to attach an xls, csv, or doc file to the Notes section as well!

36
arielab
3 years ago
brittany
Gainsight Rookie
brittanyGainsight Rookie
shared in CS Product Ideas

Be able to embed an NPS question into a CoPilot Email TemplateImplemented

For basic NPS surveys that only have the 1 NPS question, it would be wonderful if we could just embed that one question into the CoPilot email template rather than a button linking to the survey that just has the one question. This would increase response rate exponentially!

35
taylor_wilson
Gainsight Rookie
3 years ago

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