CS Product Ideas
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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:
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
We are using a Gainsight report that has three different picklist fields as filters. In order to not have to manually update this report every time a picklist option changes in Salesforce, it would be more efficient to have a Gainsight Report filter functionality that can exclude NULL values (rather than having to say 'Contains *manually select all picklist values*'.
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.
Gainsight Integration with gmailImplemented
We currently use yesware for email tracking, and they have a feature to add contacts from emails directly into salesforce without having to go through the process of actually creating it in salesforce. It would be very nice for an end user of gainsight to be able to add cta's or tasks to cockpit from emails in gmail.
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.
Embed Pages in Gainsight Home DashboardsImplemented
It would be great to replicate the Embed Page functionality that we have on the C360 on Gainsight Home Dashboards. Then we can incorporate the same benefits of displaying these pages for one customer, across multiple customers (like incorporating BI Dashboards with our data/reports).
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.
How to customize scorecard label colorsImplemented
Hi everyone, I made a video to help out anyone who has ever struggled with customizing scorecard label colors when building reports in Gainsight. This video will show you how to customize colors as well as give you general best practice ideas for scorecard reporting. Please let me know of any questions or feedback in the comments! [video]https://player.vimeo.com/video/325898386[/video]
As an Admin, I want to be able to sort the columns in my reports based on the needs of our end users. The reports are limited to sorting only the first column of the report, which requires that I use the (sort by) field in the first column. Additionally, I want to determine as the report builder if the fields values should be sorted by ascending or descending order. This seems like a basic functionality in any sort of reporting that I'm surprised is not included in Gainsight!
Zoom Meeting IntegrationImplemented
Considering the current environment of many folks handling customers remotely, how much thought has been given to Zoom Meeting integration? Creating meetings (scheduled or ad hoc) with the ability to add Zoom appointments that populated Outlook via the add-in would be a significant time saver and huge user satisfier.
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.
Timeline activity syncing is a great feature, but having the activities already in SF synced to the Timeline would make it even more useful. We'd love to have all the emails/calls/meetings sent to customers from the whole company gathered in one place – not just the ones entered directly into the Timeline.
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.
Hi All, Hope everyone is staying safe! We are in a process of evaluating the requirement of introducing the ability to configure Google Slides in the Success Snapshot 2.0. This will be in addition to the existing ability to configure Microsoft Presentations. We would like to know If your organization is currently not using Success Snapshots - would you think this new ability to directly configure the Google Slides encourage you to start using them? If your organization is already using Success Snapshots, we would still like to hear if this implementation will help you better adopt Success Snapshots. If you would like to know more about Success Snapshot 2.0 and what use cases it covers, please refer to this document. We appreciate any feedback in this regard. Thanks!
How to delete a survey response?Implemented
I'm not trying to manipulate our results, but we had a test survey sent out in production and would like to remove it so that it actually doesn't doctorate the real responses from other customers. So, is there an easy way to remove a specific survey response? If so, what objects would be affected? Any tool form Gainsight to do this or would it entail using Salesforce tools? Thanks!
On the C360, you can add low volume objects as a related list. If you include the GSID in the report, you are provide with 2 actions: view/edit. I have created another idea to more easily add this functionality: https://community.gainsight.com/cs-ideas-21/simpler-ability-to-view-low-volume-object-on-the-c360-38559 Once the GSID is added, a user can click the eyeball to view the record. The page layout that is presented for the object is sorted by field type and then field name. Here’s an example: There is no way to adjust this page layout. It would be more helpful and intuitive for CSMs if this page layout was sortable.
Although the total size of the attachments can be 10 MB in an Email Assist, each attachment cannot cross 2MB. This limit is too small for any pptx/ppt type of documents that tend to be very common artifacts one shares with their customers. Can product consider increasing the limit? Anyone else feeling the pinch?
We are continuing to see a marked increase for the need to be able to change the "FROM" email address when you are using the email assist feature in cockpit. Perhaps the most pressing use case occurs when have to white label for a subdomain. Given that the email assist feature looks only at the currently logged in user we find our selves in the position where these emails are going out without proper white-labeling in place and this can cause a decrease in the probability of a successful delivery. In addition to this, customers would like the ability to have the email come from the assignee of the task itself irrespective of who triggers the email.
It would be great for Admins to have a way to see dashboard visits. I'd love to be able to see how often certain dashboards are used and by whom. With the every growing list of reports my teams want to see in dashboards, it would be great to be able to say "Well, this one isn't being used, so I'm going to delete it." :)
Global Filters for CockpitImplemented
There's a way to filter the Cockpit using Advanced Filters, which is great, but it would be nice to be able for Admin users to apply a global filter that would show on all other users' views (like a report). We have a current use case where customers go through a series of linked CTAs/Tasks, but we would like to filter out customers that churn during the process. This currently isn't a capability that can be done via a global filter, and would require all users to apply the filter themselves.
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