CS Product Ideas
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- 25,146 Replies
PX on my CSNo Status
PX on CS (also known as the Enablement Engine)I would like improved user analytics and product engagement to help drive user growth in my Nxt CS instance. We currently have 700 users in Gainsight CS and we are evolving our processes quickly. Enabling our teams on new process/system changes is critical to the success of our teams.As the PX website states, it enables you to deeply understand what users are doing in your product, collect feedback, and create in-app engagements like walkthroughs and guides to drive onboarding and adoption. That’s exactly what I want for my Gainsight CS and my users. Let me explain further. Gainsight CS Analytics TodayToday, Gainsight provide the G360 feature to show admins some simple usage data. If you don’t have this in your instance, I recommend talking to your CSM to get access to it. The data in this feature is not very deep. You can see things like page views and how often users are logging into Gainsight. You can also top level feature usage like h
We have data streams coming in via MDA with names that, while applicable, are not ideal for reporting purposes. Would like the ability to rename labels on a Report legend. i.e. in attached example, I would like to be able to change "docs-view" to read "Documentation" when I create the report in Reports 2.0. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20150921-11748-1q1dabh-Usage_by_Content_Type_inline.png[/img]
We are loving the new subscriptions for dashboards! However, we have several dashboards set up with filters at the dashboard level, and those don't appear to carry over to the subscription email. For instance, we have a dashboard for Sales Cost Center so that you can filter the dashboard to the sales cost center you want to see the data for. The subscription sends you all the dashboard data and doesn't allow you to apply the filter. Could that be something that's added?
I would like to be able to delete customers from Gainsight that have changed from Active to Inactive status in Salesforce. Ideally I'd be able to do this with a Rule, but support has advised me that is not currently possible. The two manual options they provided are (1) to delete them manually (I filtered the Customers page on status, chose the Inactive ones, and had to delete one by one using the trash can icon; obviously I'll need to repeat this daily or weekly or monthly), or (2) to create filters to filter them out (which seems less safe to me in case a filter gets missed, then the total on the Customers page won't equal totals on dashboards). It would be great to do this nightly with a Rule. Thank you!
Allow more than 26 filters in a ruleNo Status
I'd like to be able to add more than 26 items in the Filter section of a rule. It seems that the number is set to 26 because you are using A-Z, but perhaps you could use A1, B1, etc after passing Z, or some other numbering scheme to allow more filters.
Associate emails to project timelineNo Status
Hi,I’m a CSM using Gainsight as my primary tool to manage customer engagements. As such I’ve adopted the email-to-timeline feature to save important customer interactions in Gainsight e.g. statements of support, project updates, important minutes of meetings.When you send emails to Gainsight they appear as Drafts in the global timeline section. You are then able to associate it with a Customer or a Relationship. Would it be possible to allow emails to be associated with Projects/Sucecss Plans as well? It would make life somewhat easier when you have multiple projects/plans for one relationship.
Hej Gainsight community, I am surprised that I cannot us a MIN or MAX aggregation on date fields when using the report builder. Maybe I am just unable to find out how it actually works, or no one else needs such a aggregation on data fields when building reports & dashboards. But I would really appreciate to have such an option. Please, dear GainSight peeps let me know if there is a work around or, in case this is really not possible, if you have planed to add this function. Best regards, Max
Currently, a CTA must be linked to an account. However, there are certain use cases where it would be nice to have a CTA for CSMs that are not account specific - e.g. internal activities. A sample use case is a CTA/Playbook for New Hires. Current workaround is to create an "Internal Account" where these types of CTAs can be assigned to, but it would be nice to have another more fluid option.
Currently, all Objectives in Gainsight have the same layout. If I want to creat custom layouts that apply to only specific types of objectives (e.g. specific objective category or specific success plan type) - I can't do it today. This limits the ability of adding fields and customizing layouts for different use cases for success plans. Is this a planned enhancement?
Mass Edit custom CTA fieldsNo Status
I just added a checkbox field to CTAs, called "Action is Optional". (Some CTAs are generated as FYIs for the CSMs, and it's not expected that they would close them. I want to give them a very easy way to filter their Cockpit, without going so far as to create a separate CTA Type for "Risks that you don't need to act on".) I'd like to update this checkbox on the existing CTAs. Mass Edit would be great for this, except it doesn't allow you to edit custom fields on CTAs. I'll have to use DataLoader, which is unfortunate since it's a pain. Thanx!
My team has recently gone through a coverage model change where they now have new-to-them account that may not have had a CSM before. I was tasked with providing them with a report on customers who have not had an activity logged on their timeline since we adopted Gainsight. I understand the absence of data is tricky to report on, so what I ended up doing was exporting a report on all timeline activities and one on all customers and got the info I was looking for in excel. Ideally, I'd be able to do so in Gainsight, which would enable me to: - Coach my team on Timeline if activities should be present. - Provide them with information on which accounts have not been engaged by a CSM and should be prioritized. - Help me keep our records clean by giving me visibility into inactive, duplicate or incorrect Customers.
When in the Cockpit, it would be great if when you hovered over a customer name there was a pop up with info the admin specifies to show up for customers. Similar to SFDC pop up summaries when hovering over an account. CSMs can click into a customer to get to the c360, but it would be nice if there was some information that popped up about the customer in order to give them relevant information and keep them in the cockpit. A specific need is related look up fields for other internal employees. When a CSM gets a CTA but might want to assign a task to another employee they have to go back to the SFDC account page to find out who the employee is as we do not have room for all account fields on the C360. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160126-28958-1s7qbdj-SFDC_Hover_pop_up_inline.png[/img]
Maybe I'm alone in this (I can accept that! ;-)... but I'd prefer the customer search box that is now standard on all the pages (thanks for that!) to [i]not open a new window when I'm on the c360 page. If I want a new window/tab I'm perfectly capable of using the existing browser controls to make that happen. 99% of the time what I want is to move to that new client. So I search, click, and then close the original tab. If people think browser controls aren't well understood or sufficient, how about either a) a little "new window" icon that people can click as an option or a user preference.
In our Org we have CTA's that are triggered off of triggers in SFDC and when a CSM completes the CTA they manually change the status to Closed or Work in progress. The issue here is that a CSM can mark the CTA completed and if the trigger in SFDC doesn't get corrected (via our product syncing with SFDC) the CTA will be recreated the next day. I have created new workflow for the CTA status's so that we can get more visibility into the actions taken from our CSM team and ensure they are getting credit for CTA's that are actually completed (no more duplicates) as well as visibility into our accounts that have canceled based off of what actions a CSM took. The only issues I have come across is that we cannot auto update an open status to another open status via rules engine (can only be done manually via Mass Edit), and we are unable to change the Default closed status check box to any specified status (only able to select closed status). If we as admin's had the flexibility to have the
There have been [url=https://community.gainsight.com/gainsight/topics/allow-group-weightings-in-scorecards-2-0]related postings[/url] t( a couple links below) but I do not find one that is specifically this request: Allow the ability to configure the weighting at the group level. If I have multiple score measures but I want each group to equate a certain percentage, I have to try and come up with the right math to make that happen, and it can get very difficult without the ability to use decimals. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180312-6251-w0bn2b-weights_inline.png[/img] However - even if [url=https://community.gainsight.com/gainsight/topics/scorecard-2-0-weights-dont-appear-to-calculate-deci...]decimals were possible[/url] I would prefer the ability to score by Group so separating this out into its own idea.
Hello Team, Sending an email via AO is great but it is compulsory to have the acc or contact id populated to make it personalized. Our requirement is to send generic report and we donot wish to make it personalized. Any thoughts if this can even be done? Regards, Jahnavi
We use this functionality for drip campaigns and need more flexibility as these campgains can continue for long periods of time. From example, we need the ability to update certain fields during the course of the journey, e.g., CSM name if the client is transitioned to a new CSM.
It would be great to have the ability to create one, unified report based off of all score cards. The need is to have one, unified dashboard showing all customers by health. Since this isn't possible now, my process is to export all scorecard reports into a csv then merge them before sharing with the company on a weekly basis to communicate where are customers are healthwise.
Customer History objectNo Status
In Salesforce, we have an Account History object where changes to the records in that object can be tracked. It would be really helpful to have a Customer History object that would log changes to the fields on Customer Info object (date/timestamp, new value, previous value, who changed it) so that we can leverage historical changes in rules, reports, or when troubleshooting.
Hey folks! I'm trying to make a custom view in Cockpit where I can see the CTA's that are due today and any that may be past due. I thought I had this working, but noticed today, I had one past due task within a CTA that wasn't populating. Here is what I have for filter settings... A. Assignee = (me) B. Snoozed = false C. Status Reporting Category includes Open D. Due Date <= Today Currently I am only seeing CTA's with tasks that are due today and not past due ones such as those due yesterday? Any help on getting this filter criteria setup would be most appreciated. Thanks! Josh
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