CS Product Ideas

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6061 Posts

leanne
MVP
leanneMVP
shared in CS Product Ideas

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.

67
christin_sambor
3 years ago
dan_ahrens
ACE
dan_ahrensACE
shared in CS Product Ideas

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:

85
anirbandutta
7 months 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. 

42
darkknight
ACE
16 hours 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

43
sagan_sherlin
Champion
1 month ago
sai_ram
Grand Slammer
sai_ramGrand Slammer
shared in CS Product Ideas

Creating timeline activity via rules?Acknowledged

One more interesting use case in timeline, most of the customers are interested in creating time line activity via rules.

62
J
Shoshin
2 months ago
juhi_bulchandani
juhi_bulchandaniRegistered User
shared in CS Product Ideas

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

62
R
Veteran Rookie
1 year ago
kate_popp
kate_poppRegistered User
shared in CS Product Ideas

Add Cockpit integration for Google Calendar (or similar service)Implemented

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.

41
J
Shoshin
1 year ago
S
Veteran Rookie
sandeepchidiriVeteran Rookie
shared in CS Product Ideas

Emails to timeline via Program in Journey OrchestratorIN DEVELOPMENT

Hi Team, One of our customer wanted to log emails to timeline when a program is sent via Journey Orchestrator Currently  we don’t have this functionality in Gainsight. Do we have this in our road map ?   Thanks Sandeep

40
C
14 days 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
2 months ago
angela_domenichelli
Champion
angela_domenichelliChampion
shared in CS Product Ideas

Email signatureAcknowledged

CSM would like to import their signature as formatted in Outlook to Gainsight.   CSM wants to include in email assist templates and copilot.  

20
R
13 days ago
andrew_biehle
Gainsight Employee: Veteran Rookie
andrew_biehleGainsight Employee: Veteran Rookie
shared in CS Product Ideas

Have the ability to clone success plans.Acknowledged

It would be cool to have the ability to clone a success plan and then manually assign that plan to either the account that you clone the success plan from or to a totally separate account. You could use this if you manually create a success plan and like the layout but your use case isn't valid enough to create a whole rule around it.

32
heather_hansen
ACE
7 months ago
jen_pakravan
Shoshin
jen_pakravanShoshin
shared in CS Product Ideas

Integration between Timeline Activities and Google CalendarPlanned

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.

30
B
Gainsight Employee: Rookie
1 month ago
dan_ahrens
ACE
dan_ahrensACE
shared in CS Product Ideas

Outlook/Google Calendar integration to Automatically create a CTAPlanned

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.

37
jeynreyn
Shoshin
2 months ago
steve_davis
Gainsight Employee: MVP
steve_davisGainsight Employee: MVP
shared in CS Product Ideas

Variant Email Templates In Email AssistIN DEVELOPMENT

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. 

57
T
Shoshin
2 months 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 month ago
spencer_engel
Olympian
spencer_engelOlympian
shared in CS Product Ideas

Make Gantt Chart created and end dates more flexibleImplemented

First off, I love the Gantt Chart feature and think it will be immensely helpful. I also know that feature is in Beta right now, so if my request is already on the roadmap, that's fine.  However, I noticed the following issue when trying to load a success template. What I want to do is be able to load a 4-week success plan template that contains one objective CTA per week. Each objective CTA would then have a playbook attached so that the template would essentially be a project plan with four objectives and about 20 total tasks.  The issue is that when I apply that template, it automatically makes my start date in the Gantt Chart equal to the created date of the CTA. I can't edit that created date in the CTA or in the Gantt Chart, so I'm stuck with a project plan this. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170921-42664-jlahdj-Screen_Shot_2017-09-21_at_3-16-25_PM_inline.png[/img] What I want to be able to do is stagger the start

40
spencer_engel
Olympian
3 years ago
nora_soza
Shoshin
nora_sozaShoshin
shared in CS Product Ideas

Follow Up: The ability to change the "FROM" email address when using the email assist featureImplemented

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

48
ssamarth
Gainsight Employee: Rookie
30 days ago
tom_gerth
Gainsight Employee: Champion
tom_gerthGainsight Employee: Champion
shared in CS Product Ideas

Ability to edit all Timeline entriesAcknowledged

Currently, the only user that can edit a Timeline entry is the user that created said entry. It would be good if there was some kind of permission that would allow an admin to edit all Timeline entries, regardless of who created it. Is there anything like this on the roadmap?

22
kvanderwyk
Shoshin
9 months ago
rahul_prayakarao
Gainsight Employee: Veteran Rookie
rahul_prayakaraoGainsight Employee: Veteran Rookie
shared in CS Product Ideas

Exporting data out of GainsightAcknowledged

Hello Everyone, I would like to know if you are looking to export data from Gainsight into any BI application (like Power BI, Looker, etc.) or Data warehouse (like Snowflake, Azure Data lake, etc). Please leave your comments below. Your inputs will help us in creating a roadmap for this.

33
duncan.young
Shoshin
3 months ago
spencer_engel
Olympian
spencer_engelOlympian
shared in CS Product Ideas

Allow "Start Date" of Success Plan Gantt Chart view to be populated automaticallyImplemented

I think I speak for [url=https://community.gainsight.com/gainsight/topics/make-gantt-chart-created-and-end-dates-more-flexible]quite a few people[/url] when I say I'm very excited about the ability to edit the Gantt chart start and end dates now!  However, the issue still remains that if you apply a template to a success plan, the tasks are all going to look like they start on the same day, since it's based off the CTA Created Date field. Of course, now we can at least manually edit those, but that can turn into quite the tedious task especially if you have a success plan with dozens of objectives and/or tasks.  So my request is to have the ability to automatically set the start dates, which would be reflected in the Gantt Chart view. In theory, this would function exactly how the End Dates do, where you can say I want this End Date to show up as +50 days from the assigned date. 

15
seth_schroeder
Gainsight Employee: Team Captain
11 months 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) ;

30
benwanlessmenlo
Shoshin
21 days ago
kiersti_felska
kiersti_felskaRegistered User
shared in CS Product Ideas

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.

28
heather_landgraf
Veteran Rookie
10 months ago
heather_hansen
ACE
heather_hansenACE
shared in CS Product Ideas

Updates to PlaybooksUnder Consideration

A lot of our processes are still in flux, so we're constantly making updates to playbooks and success plan templates. It would be great if when you made changes, there was an option to push that change out to all open existing versions of that playbook or Success Plan. Maybe a checkbox or a button that asks if you'd like to apply the changes everywhere?

25
sriram pasupathi
Shoshin
11 months ago
katie_b
Champion
katie_bChampion
shared in CS Product Ideas

Ability to select Timline Activity Type when logging to Timeline via Gainsight AssistPlanned

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.

14
duncan.young
Shoshin
1 month ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Change Management log to identify what changes have been made and by whomPlanned

As our organization increases adoption of the tool and we have multiple operations team members working inside of Gainsight, there needs to be a mechanism for tracking changes that were made and by whom - both at the administration level and the user level.  As of now any changes have to be tracked manually - if at all. A nice addition to this would be the ability to receive a daily or weekly digest of all administrative changes that occurred.

20
pgeorge
Gainsight Employee: Rookie
16 days ago

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