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:
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.
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 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
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.
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.
File attachments in Timeline viewImplemented
I'm wondering if we have anything on the roadmap regarding the ability to attach files to an update in CS360 Timeline view? We currently have the ability to create a link within the notes which is extremely useful, but it may also be useful to have the ability to attach an xls, csv, or doc file to the Notes section as well!
It would be great for Admins to have a way to see dashboard visits. I'd love to be able to see how often certain dashboards are used and by whom. With the every growing list of reports my teams want to see in dashboards, it would be great to be able to say "Well, this one isn't being used, so I'm going to delete it." :)
Formula Calculations in Reports 2.0Implemented
It would be beneficial for Reports 2.0 to have simple formula calculations available such as +, -, SUM, AVG, %. An Example where this would be helpful is with Email Logs. We have sent a survey and within Reports we currently can't report on the "Outstanding" surveys. If we could create a report with a formula that allows us to subtract completed from sent we would be able to get this data.
I've heard a few customers ask about the possibility to CC or BCC internal contacts on a CoPilot outreach. The CC/BCC could be a specific email address, or a dynamic field (e.g. the CSM for the account). This could be used for internal notifications when a campaign takes place.
Gainsight Dashboards: Need ability to add multiple entries in the same free-text Filter (similar to how SFDC reporting works)Implemented
In Salesforce reporting, if I want to filter on a field that is not a "picklist," I am able to enter multiple options in the same Filter sequence, i.e. "SuperRegion" is equal to "NA, EMEA, LATAM, APAC" In Gainsight I have to enter separate filters, i.e. "SuperRegion" is equal to "NA" OR "SuperRegion" is equal to "EMEA" OR "SuperRegion" is equal to "LATAM" OR "SuperRegion" is equal to "APAC" This adds complexity to the building of reports. The filter should have the logic to be able to identify that if I have a comma separated list to treat them as separate entries, that way if I want to filter, for example on any account that falls under the SuperRegion NA or LATAM I can just enter: "SuperRegion" is equal to "NA, LATAM" This would also give users the flexibility, when accessing the filter from the Dashboard, to be able to add multiple entries or a single entry in the field upon which to sort.
Timeline activity syncing is a great feature, but having the activities already in SF synced to the Timeline would make it even more useful. We'd love to have all the emails/calls/meetings sent to customers from the whole company gathered in one place – not just the ones entered directly into the Timeline.
Horizon Cockpit: Task View PleaseImplemented
Our users have often requested the ability to have a view into their TASKS only via the Cockpit. It is presently observed that the CTA Name field is mandatory and therefore will not allow for a custom VIEW of only tasks to be created. Could it please be possible to allow for a Custom Admin VIEW to be deployed for this?? We’ve used a “work-around” by adding the “Next Task Due Date” column to the UI, but that doesn’t quite satisfy our user story on this one. Can this please be considered? The Cockpit is our central work-hub and we should not force our CSM’s to click to a Dashboard to try to get this info.
We are currently working to build reports on Scorecard 2.0 for the long tail of our customers (25,000+). The hope was to do this using the "mass edit" report type which would allow for our 1:Many CSM's to filter various columns in the reports to identify trends. However, it appears that only the first 100 rows are being pulled into the report and being applied when filtering. Is this a bug? Or is this a limitation that will be addressed in the near future?
Copilot Template Folder StructureImplemented
The Email Template section in CoPilot is very hard to navigate through when we have 40+ templates. Adding an organization structure would be incredibly helpful here. Looking at the structure of the vault templates, something similar and customizable would be very helpful.
It would be helpful to have an action button on the timeline post named "Email Post" that works with\like email assist. Having the ability to email an entire timeline post to all of the internal and external contacts listed in the timeline post, including attachments, would be great. The efficiency gain in post call notes would be felt immediately.
I've spoken with two companies that would like their CSMs to be able to send a survey (after onboarding or training for example) via the new "Email Assist" task from within the Playbook on the CTA in their Cockpit. These are specific situations where an automated survey is not appropriate. Having this option would provide the extra control needed for a segment of customers to validate that the timing is actually right as well as customize the email as appropriate.
I am happy to see that we can freeze the first column on tabular reports. We are working hard to adopt Scorecards 2.0 and some of our CSMs are very reliant on the "Scorecard Mass Edit" report type to efficiently triage customers. They need to be able to freeze the first column, Account Name in our case, in order to use the report easily with out having to struggle with multiple nested scrollbars in the UI. We'd love to see this feature added, as it was native to the Scorecard 1.0 dashboards that these new views are replacing. Original "Freeze First Column" feature found here:[url=https://support.gainsight.com/Product_Documentation/Reports_and_Dashboards/Admin_Configuration/Report_Settings_and_Advanced_Options#Freeze_First_Column_in_Tabular_Report]https://support.gainsight.com/Product_Documentation/Reports_and_Dashboards/Admin_Configuration/Repor...[/url]
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