CS Product Ideas
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As people have started using the Timeline feature, I was curious what everyone is finding or viewing as the Pros and Cons while putting this feature into play. I thought I would start with a few thoughts and attempt to get people talking about how and why they use the feature or perhaps why they have chosen not to (yet). Pros: - one can sort or only show timeline data based on a specific activity type - diary of events and account updates in one place - draft notes for the next meeting and future discussion points for the account - log calls, onsites, weekly updates, EBRs, latest Deal notes, At Risk Notes (create a specific activity type for each) - Given the SFDC widget, most others in the organization can see the Timeline data and find CSM updates one place Cons: - small to see/view/edit the information in the GS widget - exploring ideas, but not sure we have many options based on the SFDC account/opp page layout. - (from what I know - d
On behalf of a customer - it would be great to be able to have rich formatting available in Gainsight. Bolding, underlining, coloring, type face, indenting, bullets, etc-- things that will make playbook tasks jump out or link to additional materials. Currently, this can be done in a text app and then copied and pasted in. But it does not translate well and it looks poor aesthetically (haphazard). Thanks!
We currently track business objectives via a separate object with each business goal its own record on that object. It would be wonderful if I could take these business goals from our object and use the rules engine and filters to create success plan objectives and even tasks. I would love to be able to use TAGs in the name of the objective and comments. So the experience would be as follows > Sales adds in business goals into the SF object and Gainsight picks those up and throws them into a Success Plan for Services. I would then like to take any updates provided on the Success Plan and push them to the SF object update for everyone to be able to see.
Ability to Edit Journey Orchestrator ProgramsPartially Fixed
I continually hear that this is a commonly requested feature but was surprised that there doesn't seem to be a post specific to this topic (searched by Programs and Advanced Outreach) vs the one off requests for individual program functions. I have to highlight just how frustrating it is that you cannot edit a published Program (save for the schedule and entry criteria). [url=https://community.gainsight.com/gainsight/topics/modify-advanced-outreach-query-after-it-is-published]You can't change the query[/url] [url=https://community.gainsight.com/gainsight/topics/ability-to-break-the-connections-in-advanced-outreach]You can't add or remove a step[/url] [url=https://community.gainsight.com/gainsight/topics/advanced-outreach-creating-a-cta-is-it-possible-to-limit-to-once-per-account]You can't tweak the settings of a Create CTA step[/url] (this required duplicating the journey twice to to try a different setting and then remove the step due to the bug) You can't adjust the wait
Dependent Picklist SupportPartially Fixed
It would be helpful to support dependent picklist configurations from the C360 or R360 pages. Today, if you update the GS Relationship object to build a dependent picklist, Gainsight's backend does not allow the record to save if an invalid option is chosen. But it also doesn't support limiting the values shown. Gainshight should inherit this configuration from Salesforce and use it on its page layouts.
Formulas in REports 2.0Partially Fixed
I need to build some formula fields in a report like we do for salesforce but unable to find this function in report 2.0. Do i have to used a custom field on the object to do this? Basically working on replacing some excel pivot table reports and want to expose them in Gainsight Dashboards for exectutives.
Field dependencies not working on GainsightPartially Fixed
Hi, One of our customers has reported that field dependencies that were created in Salesforce are not working on Gainsight. For example, when we select a value in a picklist, all the values are showing up in the dependent picklist instead of selected ones. Please share your thoughts on this.
Increase ability to format Success SnapshotsPartially Fixed
Would be nice to be able to do the following while creating a Success Snapshot for export: [list] [*]change the font size [*]Align in the center, right, left [*]change font color [*]add hyperlinks to text [*]ability to add text over pictures [*]create tables in a text box and allow "tags" (not a table from a report) [*]text box bullets line up properly and not all funky where if that bullet point moves to a second line it does not line up with the bullet point it is attached to. [*]Allow for sub-bullets and sub-numbers [*]Get rid of funky spaces that show up at the top of a text box [/list]
In Salesforce, there is an ability to apply configurable dependencies on a field - if the opportunity type is 'Renewal', then in the forecast picklist field, just show relevant fields such as 'At Risk', 'Renewal will happen', 'Will churn' vs. if the opportunity type is 'New Business, just show 'Upside', 'Commit', 'Close' etc in the forecast picklist field. When we pull these fields into the linked objects, we lose these dependencies, and therefore the user can see all the available values in picklist. How can I enable user to see only relevant values in this picklist in the linked object?
User license assignment via rules enginePartially Fixed
Please allow license assignment via rules engine for unlicensed user records .Mass license assignment works good from user management screen but when there is a request to assign more than 10 users it becomes manual and time consuming that is prone to errors or miss outs.We have a use case where one of the profile having 300 assigned users out of which 80 users to be assigned as viewer license is adding complexity to admin management. If we have rules to perform the license type change could easily help us place the file in S3 and map the license type change for needed users.Glad to know if there are other options that I am missing.
ability to clone success planPartially Fixed
Hi there, as we are experimenting around success plan and more importantly the CSM workflow around it - some unmet needs surfaced by the current version of Success Plan functionalities. ability to clone success plan is intended to be created/updated every quarter or 6 months or annually. The plan info may change but much info will stay the same. It will be much easier to be able to clone an existing success plan and update it to-date, instead of doing it from scratch. Ideally, I would like to be able to clone all the plan info and the objectives (CTA level, but not task level). But if to clone objectives will require cloning it for all, I think I can live it with it as well. Thanks.
Tabular Reports in Journey OrchestratorPartially Fixed
Hi All, One of the frequently [url=https://community.gainsight.com/gainsight/topics/add-tabular-reports-to-outreach-templates-in-copilot]asked[/url] feature in Journey Orchestrator has been the need for sending tabular reports in emails. We are looking at addressing that use case using the following approach - a. You will be able to use any of the tabular reports configured as part of email configuration. b. You will have two options- CSV/Inline Option for sending a tabular report. - CSV option is aimed at use cases where there are many rows and columns and the data is of high volume. - Inline Option is aimed at use cases where the data you want to share are simple tabular reports in email with very few rows and columns. c. For inline option, a maximum of 5 columns and 20 rows will be allowed in tabular reports.If the report exceeds this limit , then the report will be sent as CSV to the recipient. [b][i]We are looking for feedback on
What to do with old CTA TypesPartially Fixed
I am in the process of trying to clean up the CTA Types and Reasons for my current environment - an environment I inherited that was terribly configured. Struggling with the fact that I cannot change CTA Types on existing CTAs (and according to Support, Gainsight can’t either) I cannot disable a CTA Type if it’s in use by existing CTAs My only option appears to be to delete the CTAs that use the type I want to eliminate - but I discovered that if I delete a CTA that had an email associated with it, the email gets deleted from Timeline as well. So basically, can Gainsight suggest a way to retire old CTA Types so that end users do not continue to use them?
Relationship Timeline & Customer TimelinePartially Fixed
Thinking about how to use the Relationship Timeline and the Customer Timeline. As the GA, I would love:[list=1] [*]The option to roll the Timeline activities from the Relationship to the Customer Timeline and show which Relationship it is from. [*]The ability to determine who can see the Customer Timeline--just as you can customize C360 views. [*]To make Timeline entries read only; create, edit, or delete their own entries; or modify all permissions at the Customer level. [*]To go a step further, possibly add the ability to create a Timeline event at the Customer-level and--as with Relationships in Cockpit--add the Relationship it should be tied to.[/list]
Create timeline activity from CTAPartially Fixed
There're automated and self created CTA's where I would like to make a timeline activity for upon closure. Today I need to close the CTA, then go to C360 and create manually an activity. It would be more efficient if there's an option upon closure of a CTA that gives you the choice to create an Activity in the C360 timeline. Maybe immediate redirection to an “ + activity” screen or maybe pop-up screen at closure of a CTA.
Gainsight Admin ability to opt-out customers/contacts from non-operational Success Communications & SurveysPartially Fixed
Unless the customer unsubscribes from the link provided there is no way for the Gainsight Admin to opt-out the customer and/or contact(s) from non-operational Success Communications and/or Surveys. Sending a test e-mail to yourself on behalf of the contact provides an unsubscribe link that does not work. Gainsight Admins should have the ability to opt-out on the customer's behalf instead of telling them to unsubscribe on the next e-mail communication.
Restrict the ability to Edit details in AE for Viewer Users( Custom Permission Group)Partially Fixed
Hey Team, We have noticed that when we assign Custom Viewer Permission Group to Viewer Lisense Type Users. They are able to change the name of the Layout or Global Permissions for Adoption explorer layout( AE:: Analysis page). Can we restrict this to make sure discrepancies that can be caused due to changes on the same?
I know that we can manually enable Objectives under Success Plans so they can be shared with the client. This [url=https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/User_Guides/Share_Success_Plan]Artice[/url] explains that process. However, we'd like to configure the Objectives beforehand so they are already set as Internal or External when our CSMs add the Success Plan. Is this possible? We have 20+ objectives in some of our Success Plans that need to be external and 10+ that need to be Internal only. These objectives are all on the same Success Plan. We do not want our CSMs wasting their time manually setting the objectives as Internal or External.
Idea. Ability to merge multiple records into one, and maintain their information in the new merged record.Partially Fixed
While reviewing the data in Salesforce - we found we have a rather large amount of duplicate records. May it be from early on and someone creating a record without searching for the record first - or account take overs and simply just renaming the record. Which after reading, I understand way. If they were to merge, one of the accounts information would be lost. Is there future planning that would allow all information to be retained from a merge? For example, I have 8 duplicate Company records. All of which have information we don't wish to lose. Ideally when we would merge the record, the information would all be retained into the new 'master' Company record - with an indicator of sorts that it was merged into the 'master'. Thank you for your time and feedback!
Timeline feedbackPartially Fixed
Customers love Timeline and want to make it meatier, juicier and easy to use. Here are some great feedback I recieved from one of our customers: 1. [b]Custom filter options in Timeline[/b]: Right now, it is restricted to a few. But what if the customer wants to look at the all the updates of type risks where the exec sponsor was present. What if the customer wants to see EBRs that happened onsite? What about the EBRs that have red sentiment? All this is possible now using reports but given that each layout is different, we are looking for a cumbersome option when it comes to creating 20+ reports out of the possible permutations. 2. [b]No easy way to know the activity as it relates to a certain contact[/b]: Say Kyle is a contact and you want to know if Kyle was present in an EBR, last cadence call and was copied in an email? What if you click on Kyle in the external attendee option and know how engaged Kyle has been with your team?
Company names NOT be hyperlinked or blue clickable but rather be like a text format in report sharesPartially Fixed
Please have a look at this : when we share a report the users are expecting that the link can be clicked, because of the blue clickable hyperlink and they are expecting that it would navigate to that particular company which is not the case.so we have a request from the user that the company names NOT be hyperlinked but rather be like a text format so that there will be no confusion and users do not think something is broken.
Timeline draft limit increase neededPartially Fixed
Through Gainsight ticket 71673 we learned the Timeline draft limit is 2,000 which is about 7 drafts per user for the approximate number of licenses we have. We are nearing the limit before implementing email to Timeline and email to Timeline relies heavily on recording drafts when the cleint email does not match in Gainsight. Please increase the limit for all instances of Gainsight, or at least make it a per user limit so drafts save properly everytime. Thank you.
ScoreCard 2.0 ExceptionsPartially Fixed
On our Scorecards, we have a measurement "Usage" which is calculated by two Sub Measurements "Call Volumes" and "User Volumes". As with the overall account healthscore, we would like the ability to add an exception so that if EITHER Call Volumes or User Volumes are red, Usage is automatically set to red.
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