CS Product Ideas

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246 Posts

katerina_nemcova
Champion
katerina_nemcovaChampion
shared in CS Product Ideas

Email Assist - emailing multiple accountsWorkaround Available

Hello   Is there a way for our CSMs to use Email Assist to reach out to contacts across multiple accounts, without the need to create multiple CTAs - one per each account? For example - Linda looks after 25 low touch accounts and needs to follow up with the contacts from these accounts - the template is already created in Email Assist but currently she can email only one account at a time, rather than all her contacts.  Any ideas other than using JO which we don’t want all CSMs to use? Our team just use their Outlook emails, and don’t even use the BCC to TL link as it requires a specific account to log the coms to, rather than logging it to multiple accounts.  Thanks Katerina 

37
anirbandutta
3 months ago
steve_davis
Gainsight Employee: MVP
steve_davisGainsight Employee: MVP
shared in CS Product Ideas

A/B Testing for CopilotWorkaround Available

We are looking for an easy way to split a power list in half to send a message to one sub group and a slightly different one to another sub group to compare the results. Of course, we can set up a flag and populate it. I am just looking to see if we can do it easier than that. Is this something we have considered as a feature for copilot?

20
Chelsea.holfield
Shoshin
1 hour ago
darkknight
ACE
darkknightACE
shared in CS Product Ideas

Rule Execution Logs from Scheduled runs not containing Action DetailsWorkaround Available

When a rule chain scheduled rule runs, the execution log does not contain the Action results the way a manual run does. Scheduled: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180615-52487-zhm4v7-Screen_Shot_2018-06-15_at_8-46-42_AM_inline.png[/img] Manual:   [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180615-15435-1ll6uf2-Screen_Shot_2018-06-15_at_8-47-00_AM_inline.png[/img] Worse still, the email that comes through doesn't even tell me the number of records from the Action the way a manual rule does: Scheduled: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180615-59311-lettw6-Screen_Shot_2018-06-15_at_8-49-41_AM_inline.png[/img] Manual: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180615-33746-1ajcvaf-Screen_Shot_2018-06-15_at_8-50-06_AM_inline.png[/img] This increases the level of effort required to monitor/troubleshoot.

25
phani_kumar
Gainsight Employee: MVP
1 year ago
ana_g
Olympian
ana_gOlympian
shared in CS Product Ideas

Percentage formula field in Report BuilderWorkaround Available

We seem to constantly need new rules to create new percentage fields. It would be wonderful if we could do so in report builder where we already pull in the relevant numerator and denominator fields (though I suppose there would be some additional grouping needed.)

12
sacha
Shoshin
6 months ago
manmeet_dosanjh
Champion
manmeet_dosanjhChampion
shared in CS Product Ideas

Export Option in TimelineWorkaround Available

I thought this would be a nice feature to add to Timeline (more so the global Timeline) but would be great in either. Similar to how CSMs are able to export a list of their CTAs to a CSV file, it would be great addition if the CSM could export the Timeline activities into a CSV file. The use case here is that in global timeline, CSMs might search for some keywords, e.g. anytime a competitor to our product is mentioned in the subject or notes. If the CSM was to filter to these activities and export to excel, with the subject, notes, contacts information all included that would be very helpful for our team.

24
W
Veteran Rookie
1 year ago
tom_gerth
Gainsight Employee: Champion
tom_gerthGainsight Employee: Champion
shared in CS Product Ideas

Include Survey Link in AO Escalation EmailWorkaround Available

Currently, we are not able to include the survey link in an Escalation Email in AO. The escalation email goes to the CSM, and in some cases, users would like their CSMs to copy this email and send it back out to their customers personally, and include the survey link. Due to the way our survey participant tracking works, I can't add a template with a survey to the escalation email, but I'm curious to know if there is any way to do this in the future?  The customer wants his CSMs to be able to resent the survey personally but at this time there's no way to get the link to the CSM to then give to their customers. Thanks

11
davebrown2242
All Star
2 years ago
roelf
roelfRegistered User
shared in CS Product Ideas

Need ability to track time in success plan objectives and CTA'sWorkaround Available

I would like my CSM's to be able to log the amount of time, in minutes, it takes them to perform their various actions associated with CTA's and objectives.  I can do this in activities but an activity is not as powerful as a CTA.  [b]OR the other option is to allow my CSM's to link activities to CTA's! [/b]This way we could easily run a report on the amount of man hours it took to achieve a CTA/Milestone in the success plan.   CSM programs must be able to show their value to an organization as it relates to expense margins. This type of measurement would GREATLY help in this effort.  

10
kleasure
Shoshin
2 years ago
lane_h
Gainsight Employee: MVP
lane_hGainsight Employee: MVP
shared in CS Product Ideas

Adding Account Team Members through GainsightWorkaround Available

We are working on bringing more of our teams into Gainsight. In doing so, we want to streamline their workflows to be using as few of tools as necessary. One thing we need managers and teams to be able to do is assign Technical Project Managers and Project Managers to accounts. Currently, these are setup as lookups in SFDC. Because of this, I believe, we aren't able to change them from fields in Gainsight. We could write their name to a field in Gainsight, but we want to be able to trigger CTAs to them based on different factors on the accounts, and trigger emails to their customers. I'd like to do this without having to create 3+ custom fields for TPM and PMs in Gainsight (First Name, Last Name, Full Name, Email, User ID, etc.). Is there a way to be able to assign TPMs and PMs in Gainsight where we could pull the same information we are able to for CSMs?

18
dan_ahrens
ACE
1 year ago
cmultanen
Champion
cmultanenChampion
shared in CS Product Ideas

Ability to Use S3 Datasets in Program Query BuilderWorkaround Available

It would be very nice if admins could create and use S3 datasets when building Program participant sources with the Query Builder tool. Alternatively, if there was the option of create PowerLists from Bionic Rules, that would also be very helpful!

11
darshana.shah
Team Captain
2 months ago
joseph_siudzinski
Gainsight Employee: MVP
joseph_siudzinskiGainsight Employee: MVP
shared in CS Product Ideas

Internal Submission on Copilot SurveyWorkaround Available

Today, you can submit internal survey responses for a survey created not using copilot.  It would be very valuable to submit survey responses on behalf of customers for copilot surveys. There are situations where emails can't be delivered and the responses still can or need to be obtained.

8
richa_bala
Gainsight Employee: Rookie
11 months ago
andreammelde
Golden Ruler
andreammeldeGolden Ruler
shared in CS Product Ideas

Data Designer Date Filter by Fiscal YearWorkaround Available

In Data Designer, you can filter by Calendar Year and Quarter but not Fiscal. This would be great to have by Fiscal as we have our FY from 2/1 - 1/31 instead of calendar. In reporting, this can be done on FY so would be great to have this in DD filtering as well

4
sacha
Shoshin
6 months ago
ed_bazel
ed_bazelRegistered User
shared in CS Product Ideas

Co-pilot power list list viewWorkaround Available

Can you add the functionality of having a power list sort in list view?

5
darkknight
ACE
6 years ago
susbhatt
susbhattRegistered User
shared in CS Product Ideas

Option to provide Batch size for each ruleWorkaround Available

Hello Team, Currenly we dont have the option to change or provide the batch size specifically for a rule to update records, Can we have that option going for future release? Thanks, Sushanto

13
rakesh
Gainsight Employee: ACE
1 year ago
edgar_ramirez
edgar_ramirezRegistered User
shared in CS Product Ideas

Need to know if rule is active/inactive on Data ManagementWorkaround Available

We have lots of MDA subject areas (and rules!). We go to Data Management and dependencies section to see what rules are related to our specific objects. I'd love to be able to see in the dependency section of Data Management if the rule is active or inactive Thank you!

6
psutela
Shoshin
7 months ago
bradleymcg
Grand Slammer
bradleymcgGrand Slammer
shared in CS Product Ideas

GS Assist for Outlook - Log to Timeline StatusWorkaround Available

This was a request from one of my end users and I don’t see this functionality but it would be super useful. Basically, what I would like to see is something similar to the timeline log status that you can get in Gmail/Chrome, but in outlook: As far as I can tell, right now you need GS assist open and the email in question open to see if it is logged, but there’s no way to look at a folder in outlook and quickly see what has/hasn’t been logged. P.S. if this is currently possible please show me the way.

6
anirbandutta
7 months ago
christopher_sanderson
Champion
christopher_sandersonChampion
shared in CS Product Ideas

Allow STRING field to write to PICKLISTWorkaround Available

Most ETL tools allow you to use the SFDC API to write a STRING or TEXT type field into a PICKLIST, where the value will write over if it finds a like match, or will just not write the value if it does find a match.  I'd like to see what we can do to make this happen in our Rules Engine. If I have a STRING field in the MDA, and I need to write that data to either Gainsight or SFDC, and one of those fields on the object is a picklist, i have to create one action for each picklist value and use a combination of + CUSTOM FIELD and CRITERIA to get that value to write in.  This is inconvenient, especially for one of the customers I am working with where they have 5 picklist fields.  Each picklist has anywhere from 4-8 values, so at a minimum I need multiple rules and multiple actions to manage this. Looking for thoughts on this!

6
shannon_olsen
Shoshin
1 year ago
zach_davis
Shoshin
zach_davisShoshin
shared in CS Product Ideas

Low Volume MDA object on C360 - Person Lookup fields show the Person's ID rather than their nameWorkaround Available

I’ve setup a C360 section based on a custom Low Volume object. I’ve added various fields to be filled out including a few Person lookups. I have discovered that you are able to search by the person’s name when creating records, but when you save the record it will then only display the Person’s GSID. Field config:  Create record view: Edit/View record view: This seems like it would be pretty basic functionality to use Person lookups in Low Volume object. Has anyone else ran into this issue before? If so, did you find a workaround outside of loading over the name via the Rules Engine?

2
pgeorge
Gainsight Employee: Rookie
10 months ago
megan_mccoskey
megan_mccoskeyRegistered User
shared in CS Product Ideas

Ensuring important emails make it to client inboxesWorkaround Available

Does anyone else have concerns about clients unsubscribing and not receiving important operational emails when using Copilot?   As the tool is now, Copilot isn't useful for us as an organization and instead we use mail merges to send communications to clients who meet the criteria.   We also use Marketo for other functions and they have a feature called "[url=http://docs.marketo.com/display/public/DOCS/Make+an+Email+Operational]operational emails[/url]" that allows you to designate a non-marketing operational email so you can contact clients regardless of their subscription status and does not include an unsubscribe option.   This feature would allow us to use Copilot and I imagine other Gainsight clients have the same concerns.   Agree with me? Please vote!

3
elizabeth_adams_c593ee
MVP
5 years ago
A
Gainsight Employee: Shoshin
abhi1289
shared in CS Product Ideas

For data points enabled reports success snapshot report exports overlapsWorkaround Available

Hi Team, Customer is trying to export the success snapshot for data points enabled report where the report isn’t looking quite good since the data point values are overlapped. Also there’s no option to change the size of the data point font  

5
sai_ram
Grand Slammer
1 year ago
nora_soza
Shoshin
nora_sozaShoshin
shared in CS Product Ideas

Email Assist > Timeline > SFDC Activity HistoryWorkaround Available

We currently leverage the [url=https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/User_Guides/01_Send_Email_Tasks_from_Cockpit_(aka%2C_Email_Assist)?&_ga=2.156558715.1946104475.1508438781-2008721535.1481564181#Track_Email_Assist_tasks_in_Timeline]automatically track email assist emails in timeline[/url] functionality from CTAs. Any emails that are sent are brought over into timeline. This is great! I currently have 'Email' Activity Type available and auto synced to SFDC:  [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20171019-90313-pjypjl-Screen_Shot_2017-10-19_at_1-59-34_PM_inline.png[/img] I found it unintuitive that these Emails are not captured as activity type 'Email', and as such they are not sync'd to SFDC.  Options --  - Since 'Email' is a default option - map emails logged in timeline via a CTA Email Assist action to that activity type. That way GS customers can toggle on and off the option

8
melissa_i_959be6
4 years ago
cara_brill
cara_brillRegistered User
shared in CS Product Ideas

Is there a way to show progress toward renewal goals in Reports 2.0?Workaround Available

Is there a way to add a line to a Current Year renewals chart so that we can see how we're tracking toward our renewal goal?

14
dan_ahrens
ACE
3 years ago
bryan_zwahlen
bryan_zwahlenRegistered User
shared in CS Product Ideas

Cockpit Collapse - Expand AllWorkaround Available

It would be helpful to have a Collapse All - Expand All toggle at the top that is sticky.

21
K
7 months ago
john_apple
Olympian
john_appleOlympian
shared in CS Product Ideas

Editing a email template that is used in Playbook - fewer stepsWorkaround Available

Currently, if an email template in a Playbook is edited (simple spelling, grammar, punctation), the process requires that the Playbook task be changed to a different template, then saved, then changed back to the original template and re-mapped (if tokenized). This is too many steps when having to make small changes or updates to an email template. After the change is made and the playbook is updated, any existing CTAs also have to be updated to re-add the same Playbook - yes, this is possible with a rule but why can't the change be pushed from the Playbook editor? Within Journey Orchestrator, for example, if a minor change need to be made to an email template in use, the updates are made available immediately in the Program (Draft and Scheduled, have not tested in Active state) without having to reselect the template or remap tokens.

3
sriram pasupathi
Shoshin
9 months ago
pele
Veteran Rookie
peleVeteran Rookie
shared in CS Product Ideas

Success Plans: Is it possible to link a custom SFDC object to add editable fields in the 'Plan Info' section?Workaround Available

Use Case: Our CS Ops team is working on bringing in a new team into GS. The team is a services team responsible for implementation projects. In their current workflow, they create a new record on a custom SFDC object for every new project. They use the object's fields to add details about projects and update project statuse, and this process won't be going away when we bring them into GS. Ideally, what I'd like to do is create a success plan template where I could link a SP to a record of the existing custom object and give our implementation team the ability to edit fields directly from the Plan Info section of the success plan. e.g. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190611at10-23-48AM-510002a4-0f8d-4532-8678-1811f40a586e-232866766.png[/img] I think I can kind of get this by linking the object to CTAs and adding a section to the objectives where I could make fields editable (although, I haven't actually done this y

15
Anil Raj Pujari
Gainsight Employee: Rookie
1 year ago
meenal_shukla
Gainsight Employee: MVP
meenal_shuklaGainsight Employee: MVP
shared in CS Product Ideas

Have a 'Quarterly' schedule option in Journey OrchestratorWorkaround Available

The current scheduling options in JO do not have an option to send out an email/survey quarterly. This is one of the most common use cases as many of my customers have NPS/CSAT surveys going out every quarter. 

4
meenal_shukla
Gainsight Employee: MVP
3 years ago

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