CS Product Ideas
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I would really appreciate the ability to have multiple 2.0 scorecards running for each account. My use case: I have my customer health scorecard, which is keeping track of things like CSM sentiment, NPS score, Support tickets, etc. I also want to have a scorecard to breakdown our customer's usage into each of it's features. We have different features that customer will pay differently for, and we want to make sure that customers are using the features they're paying for. The features fall into three categories, Core, Premium and Pro. I want to have an rolled-up score for each of those categories as well as an overall score for all the features. Currently, I need to have both of these scorecards merged together on one scorecard. This causes problems for a few reasons: [list=1] [*]The scorecard is very large and hard to read. Even with each of the three Features tiers grouped together, I can't put those groups into a "features" group on their own because scorecards doesn't support ne
Currently concatenate only works with bringing together two separate columns of data with the same unique identifier. What I would like to do is concatenate the the same column from multiple rows with the same unique identifier. For instance if you have a project phase with multiple associated assets I would like to concatenate all the asset names into one column for that project phase in an email. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180222-106947-178vdy0-Concatenate_inline.jpg[/img]
Would be very helpful to select columns in tabular reports where you could wrap text, especially if the Column Headers names are longer than the data that resides in the column. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180308-124111-1b3d6ly-Screen_Shot_2018-03-08_at_7-35-50_AM_inline.png[/img]
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.
Deletion via Rules EngineNot Planned
Being able to delete from Objects in SFDC and MDA via the rules engine. We all understand that this is a risky feature to deploy. But there are some use cases that are compelling enough to warrant this request. Any please post your use cases below in the comments and like this post if you support this feature.
Absence of Scorecard Measure dataNot Planned
When manual measures exist on Scorecard, that have never had a value loaded to that measure, there is no record in the Unified Scorecard Fact table.This can be problematic when trying to determine how many accounts do not have a score yet. For example, our CS Perspective measure which is a manual subjective score. To report on accounts that do not have an entry in that score, we have to create a Data Designer set to include all the NA records alongside the records with a value.Would be helpful if Unified Scorecard Fact table contained an NA record when there has never been a value entered.
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?
Milestones as default view in UsageNot Planned
In the Usage section of the 360 the screen defaults to Adoption. It would be great if you could choose which tab is the default. We would prefer to default to Milestones instead of Adoption. In addition, Milestones should be allowed to sort by newest to oldest vs. the default of oldest to newest. This could be a very useful screen for sales, mgmt. or execs to view the account history/status.
Data Spaces -- Making 'em easier to buildNot Planned
Please buy a round of drinks for the team who built Data Spaces -- they make [i]so much possible that was out of reach before. In just this first week of using them, I've had reason to build them for NPS Survey Responses, Opportunity Field History, CTAs, and Opportunity Products. There are some things I'm discovering would make them work even better: [list] [*]'Favorite' fields: I find myself adding the same Account and Customer Info fields to every data space, since they hold info about the customer's type, tier, products, contract dates, and health. It would be great for these to always be more readily available. There are many ways to skin that cat, such as: making them always available in the Report/Rule/etc. when there's an Account ID in the Data Space; or making them appear at the top of the Data Space builder's list of fields; or putting them in a collapsed section within the Data Space builder's list of fields with an "Add All" button [*]When I'm building a Data
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.
We'd like to have the ability to have a CTA sync with a Salesforce task directly, without having to create a task off the CTA. This is important for giving visibility to non-Gainsight users of activity done by the AM, and keep things simple for the AM when documenting interactions with the Customer. As a side note, I thought this Idea was previously posted but couldn't find it. thanks Kristin
Not really sure what this menu is called, but our CSMs love using it: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190913at10-44-44AM-ac8b3035-7404-4dea-a91e-8b1db6fa0f2d-1655574192.png[/img] We currently have it on our C360 Layouts, but not on any of our R360 Layouts: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190913at10-45-54AM-d37f4765-52ea-4d0b-b1af-1f6985f44a67-1093096274.png[/img] Anyone know if this is configurable? Would love to add it to our R360 pages so our CSMs can do things like get the cusomter's account page in Salesforce.
We are currently tracking the history of changes to our Scorecards. This is very important to us since we have a couple Scorecards that are updated manually and we want to know who the last person was to make the update and when. However, enabling scorecard history uses a MASSIVE amount of SFDC storage. Over 6 months with 7 Scorecards and 2,500 customers, the Scorecard history used 4GB of SFDC data. Salesforce charges a ridiculous $3,000/GB/year for storage! So in 6 months we racked up an additional $12,000 in recurring annual fees with Salesforce. We changed the history tracking down to 48 hours instead of 12 hours, but that still puts us at 2GB/year -- $6,000/year in additional SFDC storage costs. We are also rapidly expanding our customer base, which going to make this number grow even more. [b]The feature request here is to allow history tracking with time periods greater than 48 hours.[/b] This could substantially cut down on data usage. We would be fine with tracking the p
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
Some users have been in the habit of changing the Success Plan Type and Name whenever their account changes implementation stages. However, with the new 5.1 update, this has been removed to allow for us to categorising objective category by success plan type. The unintended consequence of this is loss of functionality for some users!
Automatically attach file to CTAsNot Planned
How can I automatically attach a file to a CTA? That is, every time a specific CTA fires, the files needed to help with the process are there. For example, we have a CTA for their quarterly EBR. To support this, the CSMs have created an EBR template to fill out. Right now they need to know there is a template and where to find it. I'd like to have it so every time the EBR CTA fired, the file would simply be attached.
Show NPS survey responses in TimelineNot Planned
A CSM just asked me if it was possible to show NPS survey responses in Timeline. It would be great for that context to be visible. For us, it would be important that the Timeline record for the survey response be pulled in live, not copied into the Timeline MDA object(s). We have to load the comments into the NPS response after the survey is complete, since the NPS Comment field in the survey cannot be set to required ([url=https://community.gainsight.com/gainsight/topics/set-nps-comment-to-required]feature request logged here)[/url]. So, if that record were already copied to Timeline, then the Timeline would not pick up the comment once we'd loaded it in.
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?
Often times I am in a CTA that is tied to R360 and want to look at the existing Timeline information tied to my R360. It is blank. I have to click on the R360 link then to go timeline in order to view all activities. I like that I have the ability to create a timeline entry from CTA and it logs it as "CTA" but I am not able to see all timeline activity within my CTA timeline.
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