CS Product Ideas

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1112 Posts

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
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
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
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
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

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
1 month ago
ana_g
Olympian
ana_gOlympian
shared in CS Product Ideas

Ability to pin a Timeline activityUnder Consideration

Our client timelines are reviewed by a number of different users, from CSMs to Management to others who support the account and need to quickly sift through Timeline activity notes to pull details for QBRs. It would be helpful if the CSM could pin a particular Timeline activity to the top of the Timeline to flag for review by others. So for example, if the CSM logs an update, he/she would include the most important points in that activity so others don't have to spend time reading all of the long email chains, etc. just to get to what they need, while CSMs won't need to change their process of logging activities.

14
B
Gainsight Employee: Rookie
12 days ago
allie_gold
allie_goldRegistered User
shared in CS Product Ideas

If anything is changed on CTA, CTA status should change from "New" to "Work in Progress".Under Consideration

If anything is changed on CTA by our CSMs, such as CTA due date or any comments or posts recorded, should change from "New" to "Work in Progress". That shows that the CSM has engaged with the CTA to some extent. At least having this option as a checkbox ("Change Status Based on Activity" on the Cockpit Configuration section on the admin page on Gainsight) would be great.

19
sriram pasupathi
Shoshin
9 months ago
lilian_king
lilian_kingRegistered User
shared in CS Product Ideas

Create option to send notification emails when a CTA or task is due instead of only when it's createUnder Consideration

At the current moment, when enabling daily notification emails, you can only set it so that when a CTA or task is assigned to a person that an email gets triggered.  I'd like the notification email to go out when the CTA or task is due. The way it works now is akin to a Doctor calling to remind you of your appointment the day after you make it instead of the week it actually occurs.

12
rsivesind
Shoshin
1 year 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
9 months ago
nicole_gemmer
nicole_gemmerRegistered User
shared in CS Product Ideas

Add Due Date to Mass Edit for CTAs and TasksUnder Consideration

Add the ability to change due dates for CTAs and tasks to the mass edit functionality.  This will allow us to adjust dates as we make changes to our process flow.

21
sriram pasupathi
Shoshin
9 months 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.

18
mindy
Shoshin
8 days ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Color palette for CTAs in NXTUnder Consideration

Oof...what is with the pastel color palette for CTAs in NXT?  It doesn’t match the rest of Gainsight - and we don’t have control over changing this.  Admins should be able to define the color palette used across the product.  

16
anirbandutta
13 days ago
steve_davis
Gainsight Employee: MVP
steve_davisGainsight Employee: MVP
shared in CS Product Ideas

Close CTA when all tasks are closed outUnder Consideration

Customer is using a custom status for Closed CTA's (Completed = ClosedWon). When a CSM closes all of the tasks for the CTA, they expect the CTA to close out automatically. Feature request for option to close out CTA when all the tasks are completed. 

22
C
21 days ago
steve_davis
Gainsight Employee: MVP
steve_davisGainsight Employee: MVP
shared in CS Product Ideas

"Current User" tokens for Email AssistUnder Consideration

I have a request from the client to be able to send out Email Assist emails using the "Current User" strategy which can be see in reports, etc. Essentially what they want is to be able to create a template with a "logged in user" token that grabs the current uses "ID" and then looks up to the fields on the user table.  FYI: A key requirement here (which is in another feature request) is to be able to pull the field "phone" off the user table which doesn't appear to currently be possible. 

16
jordan_cook
Shoshin
5 months ago
steve_davis
Gainsight Employee: MVP
steve_davisGainsight Employee: MVP
shared in CS Product Ideas

Pinning Option For TimelineUnder Consideration

I have a client request to be able to Pin things to the Timeline feature in GS. As timeline grows and grows it would be helpful to keep relevant documents pinned to the top of the page. 

15
B
Gainsight Employee: Rookie
23 days ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Data Designer should dynamically honor lookups between tablesUnder Consideration

When I merge objects in SF with objects in MDA, and those objects in MDA have lookups to other tables, it would be great if the Data Designer set would honor those lookups natively, without me having to add all the fields I need into the dataset - especially since DD is creating MDA tables for you.For example:  I have merged Opportunity Product with Company which contains a mapping of Account::Account ID to Company::SFDC Account ID.  Instead of pulling in Company Name, ARR, etc. from the Company table, why can’t the DD table honor the lookup to the Company table via the SFDC ID natively? 

23
darkknight
ACE
2 months ago
jason_hoe
Shoshin
jason_hoeShoshin
shared in CS Product Ideas

Timeline to support multi-select dropdownUnder Consideration

Hi team! It would be great if we can allow drop downs to be multi-select so you don't have to use a number of check boxes. Can we consider this as an enhancement?

11
nitisha_rathi
Veteran Rookie
1 year ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Add ability to update playbooks on existing CTAsUnder Consideration

I thought the capability already existed, but it appears updating a CTA will only apply a playbook if there was not already a playbook attached. I've never had a situation arise, until now, where I needed this capability - but I can see a greater need for it down the road. Is there any reason why this functionality shouldn't be possible? If not, I would like to request that it get added, because there's definitely a solid use case for it. If I've missed something, and there IS a way to update playbooks on existing CTAs (without deleting/readding) then please let me know that as well.

25
mpatra
Gainsight Employee: Rookie
1 month ago
logan_t
Shoshin
logan_tShoshin
shared in CS Product Ideas

Tracking Email Responses in Journey OrchestratorUnder Consideration

Gainsight is currently able to report on emails that were opened which have been sent by Journey Orchestrator. However, it would be incredibly helpful if we were able to also report off of if Emails have been responded to, that were sent by Gainsight! Being able to use this information would be exceptionally helpful in Programs, where an email chain might use a Conditional Wait to only send a follow-up email to those who have not yet responded to the email sent by Gainsight. Having this extra granularity would be great! Any idea if this is possible? If so, is there an ETA on when something like this might be available? Thanks for the time!

16
anirbandutta
6 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
Shoshin
8 months ago
rozi_shuster
Shoshin
rozi_shusterShoshin
shared in CS Product Ideas

JO Automated Outreaches log to TimelineUnder Consideration

Hello!We have a lot of JO operational email programs and CSMs need to work in sync with the automation to manage the accounts. is there any plan or can we open a feature for logging JO outreaches to timeline? maybe add a feature on the JO program a flag we can check to log all emails to timeline? Thanks in advanceRozi 

14
T
28 days ago
kyle_s
kyle_sRegistered User
shared in CS Product Ideas

Advanced Cron Scheduler in Rule ChainUnder Consideration

The ability to schedule bionic rules using cron expressions is very helpful. We primarily use  rule chains and these can only be scheduled up to once a day.

15
O
Shoshin
9 months ago
brrrriceman
brrrricemanRegistered User
shared in CS Product Ideas

CTA rule due date can be formulated off of another date (aka contract sign date) instead of just the rule dateUnder Consideration

Ability to set a CTA due date off of another date (aka term start date or contract sign date) instead of just the rule date.   Example: I want to set up a Quarterly Biz Review CTA for month 5 of the clients annual term. However, since I am just setting this up today, I don't want it to run for all historical clients (aka creating overdue CTA's for clients who signed up over 5 months ago) so I set the rule start date to 5 months back. Since I want to CTA due date to be 5 months from the contract sign date, I can set the due date to 145 days from rule date, but that makes every new client who signed up in the past 5 months, to have their QBR for 5 months from today (the day I run the rule, and not 5 months from their contract start date) 

15
sriram pasupathi
Shoshin
11 months ago

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