CS Product Ideas
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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
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.
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.
Data designer hacksNo Status
Hi Everyone! I’ve put together a few hacks that I have been using so far to solve different use cases to overcome the limitations of Data Designer. How to enable Mapping or click-through through DD. As you may have already observed when you merge two datasets lets say Company and Contact, the resultant merge dataset will have only Company name/CTA name as text and click-through will be lost disabling the flexibility to navigating to that Company C360 page or cockpit when you click on Company name. The reason for this could be not bringing the Company GSID or CTA ID.Solution/Workaround: The catch here is that you need to bring the Comapny GSID(to navigate C360)and name or CTA ID (To navigate to cockpit) and Name so that URLs are perserved rather than displaying just text. You can drill down only upto three levels in DD. Then what do you do to drill down if you want data from fourth Level? Solution/Workaround: In Data Designer, you can drill down upto three lookups, and the lookups beyon
As we know that we can send reports through Journey Orchestrator, here I thought of sharing how to utilise this feature for sending risk managements reports. Think about the internal managers receiving the update about the risk accounts and their details through email every week! How helpful it would be for the managers to just have it in their inbox without having to explicitly open the dashboard and check for details every time. Also we do have option to embed the link of dashboard, so that the managers can directly navigate to actual dashboard if more information is needed addition to what is sent in emails.Step1: Create reports that would help the manager to understand the what is risk about, and also with other details like renewal date, their ARR, stage, etc from Report Builder. Below is the sample report that shows list of Escalated Risks in the current quarter. Likewise create the reports which gives most useful information to manager to gives insights about what are the action
Currently when you use data designer and have a text area field and when the MDA object is created via data designer it converts the field to rich text area, which you cannot filter on and we need the ability to filter on a field and not have it convert to a different field type. Please add support for the text area datatype field.
My client is trying to create a report that only shows the last activity logged in the timeline per each customer. We were hoping to be able to create a new field and populate it with a rule to flag the last activity for each customer, however, the rules engine can't write to Activity Timeline fields. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20181010-13024-1jze8de-activity_timeline_reporting_enhancement_request_inline.png[/img]
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!
HiI wonder how many of you Gainsight admins would vote for a sql interface to be able to create datasets for rules. As a heavy sql writer/user in my previous role I’m quite disappointed that what used to take me 30 min or less to pull a data set with sql now takes 10 times longer to build with rules. No matter how many new functions are added in the rules engine, there always seem to be the one that is missing when a more complex data manipulation is needed; ie regex, substr with instr; case statements with dates data types, sum(case) etc. Best,Jasmina
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
Pull all SFDC activity history into Timeline - Timeline 2 way sync with Salesforce activitiesNo Status
Our CSM's love how Timeline looks because it has the details of the activities clearly listed and easy to read in one view, since the viewing of activity history in Salesforce is very clunky. The only issue is that since it's not a 2 way sync, they only show timeline activities they've logged manually from Gainsight and not the entire account activity history. As a stop-gap, I have an activities report on the C360 and we are not mandating nor implementing/sharing the use of timeline (nor are we currently syncing it back to SFDC). If we could see the entire activity history from an account in this timeline view, we would suggest more use out of it from our reps, but currently all of our calls/emails/meetings automatically log back into SFDC from other apps, so we don't want to give them too many places for logging. Also, couldn't find another post for this surprisingly although I'm sure it exists. Feel free to "Close" or merge this if it exists elsewhere! :)
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.
While I am in the Customer Success 360 view, it would be good to go to the next customer, like turning pages, flipping through them. It would be good to be able to move from account to account in the 360 view without having to enter the names one by one.
Our team generally has recurring meetings with our customers and it would be a great feature to able to set up recurring timeline events which automatically populate in advance X number of days/weeks/months (i.e. bi weekly meeting with a customer, timeline creates 1 or 2 future timeline entries). This will remove the need to manually create entries for meetings which are recurring. Can we consider this idea?
Hi Team, Currently, we won't be able to use the CTA Object in mass edit to change the owner of the objective as an auto-added filter is in place. Customer would like to be able to reassign the assignee. I know it is not on near term roadmap. But can we priortize it? Customer has to do lot of manual efforts to change each assignee. Best,Hardik
Click to Call in Gainsight NXTNo Status
My company uses GS NXT to integrate with SFDC, however, by moving over to NXT we have lost the efficiency of click-to-call/dial. Additionally, the documentation on GS Go states that there are 2 specific vendors where the click-to-call works. Ideally, we would like click-to-call functionality to be available for your GS NXT customers and configurable for many different click-to-call vendors. Ex. We currently use Avaya CTI integration through SFDC, but as you know vendors change.
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.
Some feedback I’ve recieved as more of our people are using renewal center, is that they would like to see something in line with the FORECAST BY BOOKING TYPE report, but by Opportunity Type, rather than stage, so that they can easily see which opportunities are mid-term renewals, vs end-of-term, etc… I believe we could build something similar in our own dashboard, but as we’d like to make Renewal Center the primary hub for details on Renewals, it would be great if something like that could be done here.
The adoption of Note Templates currently relies on the end user to hit the "Apply Template" button, which is an extra click that might take users some time to incorporate into their workflow, especially if the template acts as more of a prescriptive guide than an immediate time saver. In order to drive consistent adoption and standardization across CSM teams, it would be helpful if admins could configure a default template to be pre-applied to certain Activity Types so it's not optional for end users.
When a related list is added to a C360 section, from my understanding, an "Add" button as well as a view icon (eyeball) are available to the end user. In addition, if that user has access, an edit icon (pencil) is also made available. If the user doesn't have the access to add a record, an error message will be displayed. Currently, there isn't a way to configure whether you want these icons to appear, but it would be useful for this option - especially for the "Add" button.
Hi All, Include a ‘Post to Global Timeline’ checkbox to allow the admin to have the option to show it or not when using comments from Set Score functionality. We recently leveraged Bionic Rules to migrate older comments/data to various newly deployed Scorecard 2.0 measures. Though the migrated note shows on the Measure Timeline; the account global timeline does not entry/include the note with the bread crumbs shown when the author = System Admin. i.e. Scorecard Name > Scorecard Measure Author: System Admin - Note Now this makes sense. It makes sense that all of our hour/daily based rules do not post to timeline muddying up things. But in the case of migration of data — I thought that it would be an interesting suggestion to toss up. There may be more use cases where this is helpful; this was just one example we ran into in innovation mode. Cheers, DB
Add the ability to export the list of contacts in a specified Power List. This would allow us to compare the lists in co-pilot to our own reports. For example, we want to make sure that customers who are no longer active receive an email from a given outreach. We would easily be able to compare the list of contacts to a report of ours that lists only active customers.
Creating tasks under objectives can take a few minutes to fill out completely. When there are multiple similar, but discrete tasks, it would be very beneficial to have the ability to either copy or duplicate a task, or re use the same task to create new ones. This would speed up task creation, and reduce admin time in creating the same things over and over. The ability to copy these within an objective, across objectives, and potentially across individual accounts would be excellent.
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]
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