CS Product Ideas
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In Salesforce you just separate values with a comma when using Includes, but it doesn't seem possible in Gainsight. Instead, I have to have a separate filter for each value I'd like to include which complicates the advanced logic string when I should be able to just include them in a single filter. For example, I want to deliver an email variant based on country. If it's not a picklist, I have to write: (A) Country = USA (B) Country = UK (C) Country = AUS (D) Country = NZ A OR B OR C OR D Instead, I should be able to write (A) Country includes USA,UK,AUS,NZ In this example, it's quadruple the work for each template that has this filter; add on any additional filtering and it becomes cumbersome pretty quick. Is there any way to include multiple values when the field is not a picklist? I've tried contains, comma, comma and a space, semicolon, semicolon and a space, and Gainsight converts it to = after saving (ie, Country = ('USA,UK,AUS,NZ') ),
We have a use case where it would be helpful to see in Gainsight all of the upcoming customer calls/onsites, which we typically have stored in individual CSM calendars. Is there a way to do this presently in the system? If not, I know there's an ongoing thread about CTAs and GCal integrations that I think is similar (and not redundant) to this request.
Hi - an idea that was shared with my by one of my customers was related to creating CTAs automatically through Outlook/Google calendar integration. The use case is as follows: [list] [*]CSM creates a calendar meeting request to their customer to schedule a meeting. While in the calendaring app, they have an option to click a button that will sync that meeting to a CTA in Gainsight. [*]The CTA will be created using relevant content from the meeting request (some details will have to be worked out as to how the correct customer is selected and how other mandatory fields are populated) [*]CTA is now ready to be actioned upon once the meeting is held and the notes are added to the CTA or chatter feed for that customer. [/list]This would allow for reduction of an extra manual step and will especially assist in cases where customers do not have standing recurring meetings, but instead meet in an ad-hoc basis.
I have a request from a customer to be able to use (for example) the language variant when using email assist. In testing this it appears that it always defaults to the first in the list (English) when sending out. They'd like the email sent out to a contact outside the US to receive the email in the local language similar to the way that Co-pilot works. At this time it looks like they'd need to create a template for each language.
I’ve been running into issues where we have users in my environment that have duplicate Usernames but different SFDC User IDs, however when I compare them to their Salesforce counterparts the usernames are different. I have to assume this is due to some upstream issue - changes made in SF that are out of my control and/or occurred before I came here - but this causes issues for me because the Salesforce Connector user job won’t allow me to use the SFDC UD as an upsert key, so I end up with partial failures related to the duplicate usernames (my upsert key). When I run into these types of situations my only recourse is contact Gainsight support to delete the user for me. I need more control over my user table with the ability to delete users.
The Rules engine should be updated or modified to support writing data to Salesforce's Multi-select picklists. Gainsight's own native field, the Tag field on Customer Info, cannot be written to correctly with the Rules Engine, because the engine overwrites existing values instead of appending new values.
Follow Up: The ability to change the "FROM" email address when using the email assist featurePlanned
Follow up to this idea: [url=https://community.gainsight.com/gainsight/topics/the-ability-to-change-the-from-email-address-when-using-the-email-assist-feature?utm_source=notification&utm_medium=email&utm_campaign=new_comment&utm_creply_button&reply[id]=18948887#reply_18948887]https://community.gainsight.com/gainsight/topics/the-ability-to-change-the-from-email-address-when-u...[/url] Looking for the ability to customize specifically the "from email" and "from name" in the email assist tool for our pooled account management program not just the send domain. We can control this in gmail using the from dropdown (see screenshot) and in co-pilot via the standard form: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170914-50823-lrnvse-RackMultipart20170315-610-19lsnd1-Screen_Shot_2017-03-15_at_5-12-57_PM_inline.png[/img] Use-case 1 -- Advisors (scaled CSMs) have consultation with a customer. They create a CTA and apply the
We were excited about exporting success plans with the new 2.0 functionality, but find the lack of configurability to be a bit disappointing. I would love to have the following capabilities added. Anyone agree? Others you would add? [list] [*]Ability to edit color scheme to match our corporate .ppt template [*]Ability to edit font type to match our corporate font [*]Addition of status column to task line items [*]Ability to include plan info [*]Ability to include Gantt chart overall view of plan [*]Ability to have multiple plan owners [*]Ability to move and modify plan sections based on desired layout as a template, instead of manually manipulating each presentation [/list]Thanks in advance for your consideration!
Our CS team is LOVING the new Gainsight Assist Chrome Extension, but we have 1 major request that would take it to the next level. Currently, all emails Logged to Timeline show up as an ‘Email’ activity type. In most cases this may make sense, but we have a few situations where we’d like to be able to select the activity type the email should be logged to.One specific example is our team’s focus on Strategic Engagements with their customers. Currently, if they have a strategic conversation they are sending a follow up/recap email via Gainsight Assist that is being logged as an email. To ‘get credit’ and accurately report on our strategic engagements, they are then copy/pasting the recap into a new Strategic Engagement timeline activity and logging that via Global Timeline or the C360. It would save a lot of time if while sending their recap email they could select a drop down to log the recap as a strategic engagement instead of a generic email.
When adding new fields to Timeline Activities, it looks like the only options for "Field Type" are Text, Date, Number and Checkbox. Is a "Picklist" type field anywhere in future plans? I'm trying to match the Timeline Call Activity fields to my existing Salesforce Call Log fields, so that the calls will sync over to Salesforce, but we have several required Picklist fields in Salesforce, and I don't want to end up with a lot of messy data from open text fields.
We would like to be able to automatically track the duration (time worked) on an email when creating that email in outlook and it automatically going to Timeline through the integration. This would help save us time from going back over to timeline and adding the duration of work.
Can we enable the ability to add free-text notes is available on the dashboards much like the notes in C360 Summary section? When adding and configuring the various reports in dashboard, we have observed that we needed this notes to add context, outliers about certain reports/widgets.
We would like the ability to filter by fiscal date within the Rules Engine Setup Rule. We have some rules that power MDA and reporting that report only on current FQ. Each new quarter, we have to manually adjust the dates to the current quarter, so this will become unscalable once our number of rules grow. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160802-85827-fy38t4-Screen_Shot_2016-08-01_at_5-55-00_PM_inline.png[/img]
We would like the ability to tie timeline activities created through BCC/Email to Timeline to CTAs that have already been created. Before the email assist/BCC functionality, we would create timeline activities within a CTA (and still do so), but we are unable to tie BCC emails to a particular CTA now to keep our communications tied together. If there was some way to include the title of the CTA in the subject of the email, or something like that, to tie the email to the CTA, that would help out our team greatly.
It may be beneficial for end users/admins to have the option to adjust Task Type mapping when syncing Activities from Gainsight to SFDC. Currently, it appears it is set up in such a way that the Task Type to any Activities synced from Gainsight to SFDC will automatically pull the Default Task Type and, depending on which activities are synced, may cause confusion for end users. For example, a user logs a call from the Activities tab with the "Sync to Salesforce Activity" checked off on the Activity config, this call will appear with the default Task Type which may not be set to "Call" and could throw off some end users. Having the ability to map Task Type in the Activities config may assist in resolving this. Thanks!
A few customers have asked for the ability to draft template emails via copilot, but for the final "send" button to reside with the CSM. So - the CSM gets the final say on when the email is sent, but does not have to take the time to draft the email contents.
99% of the changes we make to the Company object are done through scheduled rules. Our CS team generally does not make manual updates (by design.) This sort of defeats the purpose of real-time rules for us, since they would only be triggered when our SCHEDULED rules change something in the company object.I would love to be able to trigger real-time rules based on changes/updates to objects that are more likely to be updated in real-time. Example objects would be - survey objects, timeline activities, CTAs, etc.
I have a desire from my business users to have hover/help text for individual data attributes in Gainsight - similar to the functionality available in native SFDC. This is currently a limitation of Gainsight unfortunately. We've determined a number of workarounds to this requirement, however it would be a great feature to see in Gainsight in the future. I can see it being helpful in the enablement of new CSMs to the platform. Has anyone else in the Community expressed interest in hover text?
I’d like the ability to export the data returned in queries created in Data Designer. Currently you must create a dataspace from the design, create a report in report builder to then export. Use case: I’m typically validating data when first creating a new data space and would like to export and review the data in excel.
One of our Customer Cybercube is using the Hubspot CRM ,As we do have any sync between Hubspot Meetings/Notes and Gainsight Timeline ,they are not able to leverage Timeline - as Notes added by the CS Team would not be visible to the other Teams, and to see the Notes by other Teams the CSM have to log in to Hubspot. Is Hubspot Meetings /Notes Timeline integration in our Product Map? Are we hearing this from other Customers as well ?
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