CS Product Ideas
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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.
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:
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
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
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.
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?
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.
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.
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.
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
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
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?
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.
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.
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.
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?
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&
Ability To Choose Default Sort OptionImplemented
I have a customer who uses a report built off of a custom object in SFDC that is embedded as a section on the R360 page. The ideal behavior is that it would auto-sort in descending order off of the date field of this report. However, there isn't a way to do this (if I put date first on the report it will sort in ascending order which we don't want). I tried to utilize the ranking feature, however it's ranking it alphabetically as opposed to date-driven. Is there any talk of allowing a source report to be sorted then saved and have this preference carry over to the 360 section? The use case is that some CSMs as they are getting more familiar with GS are thinking that we are not pulling in their tasks as the sort shows the oldest one first as opposed to the preferred sort noted above.
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.
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