CS Product Ideas

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1116 Posts

steve_davis
Gainsight Employee: MVP
steve_davisGainsight Employee: MVP
shared in CS Product Ideas

Ability To Shorten URL Field HyperlinksUnder Consideration

I got a request from a customer today to have the ability to customize the text in the URL fields in Gainsight (MDA). Essentially, users are accustomed to having an option for putting the "link address" and also a "label" (see screenshot below). The ask is that in Rules engine they could (for example) put in the hyperlink, but have the text show a label. Ideally, I think this would require a token that they could put in which would replace the long (and ugly) URL that often get generated in this field. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Image20190321at11-46-31AM-9696f094-10e3-475b-bb22-4a34c67c9328-48584455.png[/img]Zendesk does this in SFDC with their integration. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Image20190321at11-49-16AM-4c6891c5-5a35-4b72-a6df-6a76aaa15f67-313772765.png[/img]

4
ssamarth
Gainsight Employee: Rookie
1 year ago
ben
Champion
benChampion
shared in CS Product Ideas

How do you undelete an outreach?Under Consideration

Hey all, I needed to turn off a schedule for an outreach. In the process, I accidentally deleted it. Is there a recycle bin or undelete option?  Help! Thanks -Ben

5
sai_ram
ACE
1 year ago
andrew_cummins
Champion
andrew_cumminsChampion
shared in CS Product Ideas

Allow inline editing in tabular reportsUnder Consideration

It would be great to be able to view a tabular report, ie cases, opportunities, projects, etc. and be able to simply click on the cell in the tabular report, edit the cell, and have that update the associated object record. 

40
D
Gainsight Rookie
28 days ago
sagan_sherlin
Champion
sagan_sherlinChampion
shared in CS Product Ideas

Idea. The ability to use Multi-Select Drop Downs in Timeline Activity Type Setups.Under Consideration

I'm working on expanding one of our (custom) Timeline Activity Types and realized that I can't use the Multi-Select Drop Down.  I can only use Single Select Drop Down. Is there a possibility of expanding out the Timeline to include Multi-Select Drop Down options?   [b]Use Case[/b]:  We have a user who is speaking with our customers about a new product feature and often times covers a number of topics when speaking to the customer.  We use Timeline to post all of our updates - as it's easier for everyone to see what's going on.  [<3 Global Timeline] We're running into a problem of how to 'tag' the features she covers so it's reportable.  One idea that we had was to use the Drop Down (Category) feature.  As the reporting looks nice and breaks it out - so we could in turn get numbers based off the features covered.  [But in current production, Drop Down only supports Single Select.] [i]Additional Information: When updating or creating a n

42
B
Gainsight Employee: Rookie
6 days ago
kcsp
Veteran Rookie
kcsp
shared in CS Product Ideas

Ability to Move Timeline Activities Across AccountsUnder Consideration

There are instances where a CSM enters a timeline activity to an account, but it was added to the wrong account and needs to move to another account. There's currently no way to copy or move an activity to another account. The CSM has to re-enter information on the correct account, and this can be a lot of manual re-entry that would be more efficient if a "copy to" or "move to" functionality existed. 

37
anirbandutta
1 day ago
phaneendhar_lingam
Gainsight Employee: Veteran Rookie
phaneendhar_lingamGainsight Employee: Veteran Rookie
shared in CS Product Ideas

History Tracking for MDA ObjectsUnder Consideration

History tracking data is important for  trend analysis/ forecasting. But, there could be some objects where we are required to maintain just the snapshot data. For example in standard objects like Company/ User or any custom objects – In Company, when did the CSM change or what was the previous ARR? As of today, we do not have the luxury of keeping historic changes in Gainsight but with the help of rules/ objects we can still accomplish this.   For demonstration – I’ve created the object ‘Kite Info’, which is loaded around 7am daily. Schema as follows, {*Kite Id(String); Kite Name(String); Kite Date (Date); Kite Value (Number); Kite Location (String) } *Kite Id is the identifier field. I’ve created a backup object that has only those fields which require history tracking(along with the Identifier) – ‘Kite Info Bkp’. This object is loaded 10am daily. But, for the first time – data from ‘Kite Info’ is loaded once ‘Kite Info Bkp’ is created. {*Kite Id(String); Kite Date (Date) ;

28
johnnyriv
Gainsight Rookie
1 day ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

New Scorecard Visualization Mass Edit feedbackUnder Consideration

At a quick glance of the new Scorecard Visualizations I see a couple of issues right off the bat. For a manually configured Letter-based score, the letters are not in alphabetical order:   Also it’s weird that in the filter box they are in reverse (almost) alphabetical order (it was that way in the “old” Mass Edit view as well, which I always thought was odd) We don’t even have an “E” score - why is that displaying above? According to the Update Scores and Add Notes docs, if you check the “Add Notes” box it’s supposed to bring up a new Timeline Activity window. It’s not doing that in my environment. The “Stale” visual indicator is too subtle. I had to look VERY close to tell that if it’s stale there are diagononal lines going through the score.  The ! in a circle was so much easier to recognize. StaleNot Stale  The filters are misleading for end users, making it seem like you can search by Grade (Letter), Color OR Numeric scheme, when in fact it only works for the scoring scheme you’

30
shantan_reddy
Gainsight Rookie
1 year ago
ky_powell
Champion
ky_powellChampion
shared in CS Product Ideas

Linking URL's in reportsUnder Consideration

When running an opportunity report, it would be beneficial to be able to link to the opportunity just like all Account Names are linkable/clickable off account reporting. In SFDC, the one upside to having our reporting there is the ability to have clickable links to the various opportunities, products, etc so that a CSM can take more actions straight from a report. I thought I saw something about Gainsight working on allowing URLs in reports for certain objects, is this still the case?

7
bradleymcg
Golden Ruler
10 months ago
dan_ahrens
ACE
dan_ahrensACE
shared in CS Product Ideas

Short "Copied Successfully" message when copying to clipboard in TimelineUnder Consideration

The new Copy to Clipboard feature is GREAT in Timeline! [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170818-71405-sgid9x-download__8__inline.png[/img] An idea to make it even better is to provide a short message that indicates that the copy was successful when a user clicks on the button or change the colors of the button to indicate that a click was successful. Right now there is no visual indicator that this took place. 

1
karl_rumelhart
Gainsight Employee: ACE
4 years ago
meenal_shukla
Gainsight Employee: MVP
meenal_shuklaGainsight Employee: MVP
shared in CS Product Ideas

Multi-select picklist option available in TimelineUnder Consideration

Customer wants a timeline entry for product audit. In that audit, there will be multiple products that will be audited. How can they mark more than one product in the dropdown that shows up if there is no multi-select picklist option? 

39
meenal_shukla
Gainsight Employee: MVP
26 days ago
jean.nairon
All Star
jean.naironAll Star
shared in CS Product Ideas

Assign CTAs to a CSM Pool or QueueUnder Consideration

Many companies are mixing digital touch and low touch as a way to more effectively manage the long tail of their customers. Through low touch, they need a way to easily manage a large amount of customers with very few CSMs. In this world, it’s not uncommon to see 1000 customers being managed by one CSM. This can often be quite challenging to manage for a CSM and it can often lead to an unbalanced workload across the team. The solve this, companies want to use Pooled CSM teams that work across the entire customer segment and aren’t assigned to a specific portfolio. Each CSM is dedicated to all accounts in the segment and would be assigned CTAs on a round-robin sequence based on their availability. This idea is similar to how support queues work in ticketing systems. There is no dedicated rep so the system identifies which person the ticket should next be assigned to.  Current WorkaroundI have previously implemented workarounds to solve for this use case but they aren’t very scalable. He

11
Jelle
Gainsight Rookie
6 months ago
katie_b
Champion
katie_bChampion
shared in CS Product Ideas

Reporting on Multi-Select Picklist FieldsUnder Consideration

We have 6 multi-select picklist fields we are currently using to track feature limitations that are blocking our customers from moving to the next generation of our product. These fields represent 6 main product lines and have anywhere from 3-16 feature options each. I have a few requests from our team to report on these items in the following formats... 1. A pie or bar chart showing the total number of accounts that have each feature selected 2. Report of the top 5 features across all 6 product lines The issues I'm running into are 1. These are 6 different fields and 2. Gainsight doesn't allow us to group by or aggregate multi-select fields. The only reporting option I've been able to come up with is just adding all 6 fields in the 'show me' section of a report along with Account Name and enabling row grouping by account. The only way I see today to show a count by feature is to filter by an individual feature and create a widget for each one....which isn&

11
anirbandutta
5 days ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Enable ability to map Related Contacts (Account Contact Relationship object) in Email AssistUnder Consideration

I add this as a comment on a [url=https://community.gainsight.com/gainsight/topics/co-pilot-allow-selection-of-a-data-space-for-additional-criteria-from-contacts]different community post[/url] but figured I should post it as its own. We use the Related Contacts function in Salesforce, which provides the Account Contact Relationship junction object to map a single contact record on the Contact object to multiple accounts.   In our use case, one contact might be a Key Contact on one account, but the primary Decision Maker on another account.  We use the Account Contact Relationship object to map that person to the second account (indirectly) where the contact type is set differently (on the ACR object). Email Assist does not allow us to add contacts to an email unless they are directly associated to that Account via the Contact object. Product suggested enabling Associate Contacts and removing the Account ID filter so that CSMs could select the appropriate contact(

10
C
Gainsight Rookie
1 year ago
jake_ellis
Gainsight Employee: Veteran Rookie
jake_ellisGainsight Employee: Veteran Rookie
shared in CS Product Ideas

Add Calendar Integration to Journey Orchestrator (Email Templates)Under Consideration

I'm trying to solve for a use case that has come up a couple times. If I have a set of customers, let's say, users who have open support tickets that have been unresolved for 1 week with upcoming renewals in 120 days, I would like to send them an email through JO from the CSM on the account with a link to their calendar to schedule a call. This would leverage a tool like Calendly or TimeTrade but would continue/branch the program based upon the response within the tool. If a meeting was scheduled within Calendly there would be a followup email confirming the meeting that continues the program, if no meeting scheduled, there would be a short follow up email that ends the outreach.

12
rishi
Gainsight Rookie
1 year ago
ellenoangieslistcom
Champion
ellenoangieslistcomChampion
shared in CS Product Ideas

Gainsight Usage Report (Internal rep usage of Gainsight)Under Consideration

I get an excel file emailed to me every 2 weeks with our internal Gainsight users and their page clicks into Gainsight objects by day.  Currently, this excel sheet is very hard to read as we have about 300 internal users.  I take the excel file and sum the count of page views under the rep name.  I then transpose the data on another sheet so I can sort by Rep and Count of Views to find my highest and lowest users.  I think companies might get more use out of these bi-weekly check ins if there was a summary of page or table.  

31
sai_ram
ACE
1 year ago
hardik_mota
Gainsight Employee: Champion
hardik_motaGainsight Employee: Champion
shared in CS Product Ideas

Change "single" select to "multi" select drop-down listUnder Consideration

Hi Team, One of my customer (katerina) from the company (Retail Solutions) is looking to have a drop-down field in Data Management that needs to change from single select to multi-select yet it keeps saying that it has dependencies in Central Provisioning object – there were a couple that have removed yet she still keeps getting that message. SS : [url=https://cl.ly/580a287aca7c]https://cl.ly/580a287aca7c[/url] [b]Question:[/b] If there is another way to change this field to multiselect without deleting the field from all reports/rules? Currently, it is not possible to change from single picklist to mutli-picklist. The UI, Report, and objects are set read the specific picklist type, also type is enforced when setting up categories (droplists). Also, rule engine will not be able to set multi-picklist properly. It won't append values if we need it to, it would wipe out multiple values if selected and override it with the source value you push. Can we consider this one as

7
hardik_mota
Gainsight Employee: Champion
1 year ago
T
Gainsight Rookie
tyler_tewGainsight Rookie
shared in CS Product Ideas

Programs should trim whitespace on email address fieldsUnder Consideration

If an email address is entered into the reply to, from email, or To fields, and there is a leading or trailing whitespace, the email is accepted, but when the program attempts to run, the email will fail to send for anyone due to the email address being considered invalid. It’s a very simple mistake for someone to paste in an email with a single leading or trailing whitespace, so rather than treating the address as “valid” in the sense that it can be saved, and simultaneously “invalid” in the sense that it blocks outreach, Gainsight should automatically look for an trim the whitespace. This could be safely done because an email address will never start or end with whitespace.Alternatively, though not quite as user-friendly as solutions go, a simple validation error could be used. Do not allow for addresses with leading/trailing whitespace to be saved, and throw an error message calling out that error.

3
nitisha_rathi
Veteran Rookie
2 years ago
gunjanm
Golden Ruler
gunjanmGolden Ruler
shared in CS Product Ideas

CTA Comments similar to Timeline CommentsUnder Consideration

We’re about to go live with our migration from SFDC edition to NXT edition and one of the significant downsides our UAT users have noticed is the inability to use Chatter or similar commenting functionality on the CTA detail view as they could in SFDC edition. The bare minimum we would expect here is Comments similar to what’s on Timeline updates. Internal collaboration is key and having it documented within Gainsight rather than hidden away in emails and Slack messages is not the route we want to go back towards. 

10
sriram pasupathi
Gainsight Rookie
1 year ago
cameron_wright
Gainsight Employee: All Star
cameron_wrightGainsight Employee: All Star
shared in CS Product Ideas

rule results different from preview dataUnder Consideration

After talking with a customer via a support case we discovered that when you preview the results of a rule they will not show the same as the results show. For instance, in the first image below you see a preview data set to a rule, this shows the name of the data in the field. "Guided" is an example. But in the second image this is a rule run result and it shows an ID (blanked out for privacy purposes). This is as design but in the future myself and others would find it useful for these to be matching. Troubleshooting a rule or data validation is very hard when these do not match up. The reason it is like: The execution itself uses the actual data so we have GSID's for Picklist values in the logs. But in rule setup preview we are converting these GSID's to Picklist names to avoid confusion while setting up the rule. The way we would like it to work: Show the datasets as the same so that we can validate and confirm data easily. [img]https://d1qy7qyune

31
anirbandutta
3 months ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
shared in CS Product Ideas

Send NPS to SlackUnder Consideration

Has anyone set up a way to send NPS results to Slack? I figure there'd be a way to leverage the [url=https://get.slack.help/hc/en-us/articles/206819278-Send-emails-to-Slack]Send emails to Slack[/url] functionality, but didn't want to reinvent the wheel if someone has already figured it out! Maybe this is something where Gainsight would want to come up with a recommended 'recipe' for an email template and Rule, so that the survey result looks beautiful when it appears in Slack? Three reasons I'd love to chase this down: [list=1] [*]Our CEO heard from another company that does it (not using Gainsight), and that having each result pushed to Slack gives the results lots of attention and action, and distributes the follow-up responsibility across the whole company. [*]We're having a hell of a time getting our team to act on their NPS results, given how many things are competing for their attention. Yet, I Slack'd a couple screenshots to a CSM as an FYI, and the immediate response was "t

13
lila_meyer
Gainsight Employee: Grand Slammer
2 years ago
jean.nairon
All Star
jean.naironAll Star
shared in CS Product Ideas

Simpler Ability to View Low Volume Object on the C360Under Consideration

On Low Volume objects, you need to add the GSID to a C360 report to be able to see the Edit/View action. This allows a CSM to click into the record to view further details and/or update the record. This is incredibly useful for CSMs.    The only way to make the Actions visible however is by adding the GSID to the report. This is a bit weird and not very intuitive for admins. Can you create a way to add the Actions without the GSID so that it doesn’t clutter the report?    

17
pgeorge
Gainsight Employee: Rookie
8 months ago
M
mattlesiczkaGainsight Community new member
shared in CS Product Ideas

Business Day Conditional WaitUnder Consideration

We recently ran an email campaign and it would have been great to have the conditional wait allow the option to only take an action based on a business day rule, as opposed to a calendar day rule. Is there a workaround for this using other actions in Journey Orchestrator?

18
PavanCh
Gainsight Employee: Rookie
14 days ago
trevor_shand
Gainsight Rookie
trevor_shandGainsight Rookie
shared in CS Product Ideas

Can a CTA Due Date be set to a specific date?Under Consideration

Is it possible to set a CTA Due Date to a specific date? For instance, if we want to invite a customer to a conference, we’d like to have tasks done on X, Y, and dates. But since we don’t know when we will identify the customer, we can’t simply say do these tasks X days from now. Instead we’d like to say do this task on this date, no matter then the CTA was fired. 

19
faelan_herriott
Gainsight Rookie
7 months ago
nitisha_rathi
Veteran Rookie
nitisha_rathiVeteran Rookie
shared in CS Product Ideas

Automatically log summary and notes from customer meetings in Gainsight TimelineUnder Consideration

Hi, We are currently evaluating a new capability for timeline, which will automatically capture summary from meetings you have with customers on GoToMeeting, Zoom, Bluejeans, Google Meet and other conference providers.  This is how it would work. You invite [url=mailto:bot@gainsight.com]bot@gainsight.com[/url] to your calendar invite. The bot dials in like an attendee. You then have 2 options: 1) The meeting highlights are automatically logged into Gainsight and show up in the timeline/360 view. This includes activity date, subject, who attended, how long did the customer speaker, and important keywords or topics mentioned (you can configure these). You can optionally configure Gainsight to record the conversation and include a link to the conversation.  2) During the meeting, go to the timeline view and add an activity. Gainsight will recognize there is an ongoing meeting, and pre-populate various fields. While typing notes, you can then press hotkeys like ‘/t’ to

5
Z
1 year ago
andrew_biehle
Gainsight Employee: Veteran Rookie
andrew_biehleGainsight Employee: Veteran Rookie
shared in CS Product Ideas

Merge relationships.Under Consideration

Posting on behalf of a customer. Recently we’ve released the company merge feature but customer is inquiring about the ability to merge relationships either at the relationship level or at the company level without having to merge the companies. I don’t think we have this functionality but thought it might be a good idea and wanted to inquire if this was being looked into.

15
Jef Vanlaer
Champion
4 months ago

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