CS Product Ideas
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PX on my CSNo Status
PX on CS (also known as the Enablement Engine)I would like improved user analytics and product engagement to help drive user growth in my Nxt CS instance. We currently have 700 users in Gainsight CS and we are evolving our processes quickly. Enabling our teams on new process/system changes is critical to the success of our teams.As the PX website states, it enables you to deeply understand what users are doing in your product, collect feedback, and create in-app engagements like walkthroughs and guides to drive onboarding and adoption. That’s exactly what I want for my Gainsight CS and my users. Let me explain further. Gainsight CS Analytics TodayToday, Gainsight provide the G360 feature to show admins some simple usage data. If you don’t have this in your instance, I recommend talking to your CSM to get access to it. The data in this feature is not very deep. You can see things like page views and how often users are logging into Gainsight. You can also top level feature usage like h
The adoption of Note Templates currently relies on the end user to hit the "Apply Template" button, which is an extra click that might take users some time to incorporate into their workflow, especially if the template acts as more of a prescriptive guide than an immediate time saver. In order to drive consistent adoption and standardization across CSM teams, it would be helpful if admins could configure a default template to be pre-applied to certain Activity Types so it's not optional for end users.
Gainsight currently has the feature to create a SFDC Case from a CTA. By default, Cases are created with the default Case Record Type. For organizations who use different Case Record Types to communicate with different teams, they need the ability to choose the Case Record Type when creating a Case from a CTA.
Associate emails to project timelineNo Status
Hi,I’m a CSM using Gainsight as my primary tool to manage customer engagements. As such I’ve adopted the email-to-timeline feature to save important customer interactions in Gainsight e.g. statements of support, project updates, important minutes of meetings.When you send emails to Gainsight they appear as Drafts in the global timeline section. You are then able to associate it with a Customer or a Relationship. Would it be possible to allow emails to be associated with Projects/Sucecss Plans as well? It would make life somewhat easier when you have multiple projects/plans for one relationship.
When editing Rich Text fields in a Success Plan if you navigate to a different tab it will not autosave the fields. I understand there can be a challenge in having this autosave, but having a pop-up or warning “you will lose unsaved changes to one or more fields” would be a great enhancement.
Currently, a CTA must be linked to an account. However, there are certain use cases where it would be nice to have a CTA for CSMs that are not account specific - e.g. internal activities. A sample use case is a CTA/Playbook for New Hires. Current workaround is to create an "Internal Account" where these types of CTAs can be assigned to, but it would be nice to have another more fluid option.
This is both an aesthetic request and, I feel, a good way to be able to draw attention to certain data points on a dashboard. For example, I created a widget that is the average Score for all accounts. When I display this on a CSM dashboard or a Manager dashboard, they get the average score for all their accounts - it would be a nice touch if I could add in the color based on the score range. This could also be used in situations where there are ARR ratios that determine a CSM's portfolio. You could have a widget with the total ARR for a CSM and assign a color to it if it is getting close to or has gone past the preferred threshold for a CSM's book of business. I'm sure there would be other use cases...besides the bonus of adding some "life" to dashboard views.
I would like to be able to delete customers from Gainsight that have changed from Active to Inactive status in Salesforce. Ideally I'd be able to do this with a Rule, but support has advised me that is not currently possible. The two manual options they provided are (1) to delete them manually (I filtered the Customers page on status, chose the Inactive ones, and had to delete one by one using the trash can icon; obviously I'll need to repeat this daily or weekly or monthly), or (2) to create filters to filter them out (which seems less safe to me in case a filter gets missed, then the total on the Customers page won't equal totals on dashboards). It would be great to do this nightly with a Rule. Thank you!
Enable individual end users to reorder and resize columns on a report and have changes persistNo Status
Currently, an end user that views a report can reorder and resize the columns in that report however, those changes do not persist beyond that session. It is incredibly frustrating as an end user when you have to reorder and resize multiple columns on a report over and over and over and over...
Success Plans are going to be a big part of how we use Gainsight. From speaking to our project manager, there doesn't seem to be a function to upload external documents to your success plan. This would be very beneficial when creating these as the text boxes are quiet limited when entering the description information. Ideally we would like yo attach an external document which our CSM's can reference when reviewing and editing the Success Plans.
Multi-Level Data SortingNo Status
Currently in Gainsight Horizon Analytics you can only sort data by one dimension (column) at a time. I would like the ability to: Sort by Column A, and then by Column B (currently it is column a OR column b) When using a Row Grouping, sort by my row grouped field and then each group by one or more dimensions without impacting their position in the overall grouping. For example: Grouping by customer name I want that sorted alphabetically. Then I want to sort timeline entries by subject (alphabetically) and then activity date for each customer. These two later sorts shouldn’t impact the position of the customer in the overall group by sort. Have the ability to have this sorting configured as a default by the admin, but have end users able to update and save sorting preferences similar to how they can global filters today. I sort of use the terms rank/sort interchangeably even though one is probably more appropriate to use.
Click to Call in Gainsight NXTNo Status
My company uses GS NXT to integrate with SFDC, however, by moving over to NXT we have lost the efficiency of click-to-call/dial. Additionally, the documentation on GS Go states that there are 2 specific vendors where the click-to-call works. Ideally, we would like click-to-call functionality to be available for your GS NXT customers and configurable for many different click-to-call vendors. Ex. We currently use Avaya CTI integration through SFDC, but as you know vendors change.
It would be really helpful to add in notes to journey orchestrator to help explain what's happening. With multiple admins, or even visiting a complex program weeks/months/years later - I expect it to be difficult to remember how everything was setup. Being able to put in notes (similar to "//" type comments when writing code) would be a big help as the complexity of Programs grow! Made an example screenshot for a program I'm currently working on. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180724-63852-kj1frk-Screen_Shot_2018-07-24_at_3-01-38_PM_inline.png[/img]
We would like the ability to filter email variants within an Email step based on Calculated Fields. We have a need to send variations based on certain actions taken by the customer which updates data from SFDC. In order to account for these variations, we need to create an email chain with multiple Conditional Waits/branches (using the same Calculated Fields) and send accordingly (multiple email steps). We'd like to just have one Email step and have the filtering based off of Calculated Fields take place all within one step.
Copy/paste into email templatesNo Status
I know that historically we've definitely cautioned against users copy/pasting text into Email Templates. And I know that there's a good reason to voice that caution, as we've historically seen this cause issues. I'm wondering if there are any plans/thoughts/ideas on how it might be possible to make email templates more "copy/paste" friendly? The reason I ask is because I come across users that need to paste text in that has been business-approved and if they have to manually type it all out again, it opens up a small window for error, that can be avoided by copy/paste. Currently the best practice that us support folks recommend is to first paste your text into a text editor to strip all formatting out of it, and THEN past it into the email template. This works most of the time, but I still often come across situations where after all that we still see goofy behavior because of some cached formatting in the text that causes line breaks, font differentiation, and sometimes eve
We're redoing the way we categorize activities in the timeline. We are merging a few of the existing categories and getting rid of others. It would be ideal not to have to do this manually. I was going to use Mass Edit but that only works for CTAs and Tasks. Would have been nice to be able to use that functionality to activity timeline entries too [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180727-46110-1qbzsi9-Screenshot_2018-07-26_17-38-49_inline.png[/img]
Currently, all Objectives in Gainsight have the same layout. If I want to creat custom layouts that apply to only specific types of objectives (e.g. specific objective category or specific success plan type) - I can't do it today. This limits the ability of adding fields and customizing layouts for different use cases for success plans. Is this a planned enhancement?
Hi all: Wondering if I can get some attention to this idea, as I believe it’s expected behavior. Issue: Currently in Horizon Analytics, when one clicks “download data” on a dashboard, it provides you with essentially the data points of the graph. (see below) Export: Solution:I believe that when one clicks on that, one would expect that you would get the full report that is behind the data. This is the way it’s done in Salesforce and several other software that have dashboards and analytics.When you click on the bar components of the graph itself, it does give you the report that’s behind that particular bar (see below). But I feel that one would also expect that to happen for all of the data when you click on “Download Data” .
Could we add the "export to S3" functionality that exists in the Rules engine to Report Builder?No Status
I have run into a situation with a customer where she needed to export the datasets from four large (in excess of 25 Mb) reports, but was unable to access the entire report due to current UI limitations. The resultant CSV's were larger than could be sent via Gmail. In the end, we were able to rebuild these reports as single query bionic rules and utilize the "export to S3" functionality on the Rules engine to provide the customer these results. While this is a viable work around, and a great way to access the entirety of your large report datasets, it seems like extra work to rebuild something that is already build in another module. Would Product consider adding the current "export to S3" piece to Report Builder? I think the current functionality would be helpful, but have additional suggestion: [list] [*]In Report preview - give the size of the total dataset (both physical size and # of rows) - this could guide users into which export method would work best for them.[/list]Any
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