Right now, a CSM can open all rich text fields on a Success Plan at one time, but when they go to save only the field that they hit save on will actually update and the rest of their entries will be cancelled.
This is very confusing and not intuitive. If you are able to edit multiple at the same time, should they all save?
Either you should only be able to edit one at time or all open rich text fields should be able to save at the same time.
Expanding on previous post:
We have escalated this through our Gainsight CSM as BUG; it has been rejected as such :(
Even if Gainsight is telling it is by design, it is a terrible design:
Because:
I kindly ask you to escalate this appropriately and create decent behavior for the application!
Make sure users won't lose Data within a data-driven world:
Solution Proposal:
The principal issue is that no "dirty field" checks are being done on the fields of Gainsight pages; there is no consistent "Save Behavior" design across the application, therefore:
I am getting reports on this same problem - we have two custom rich text fields on our success plans (both are required and actually used in health score calculations to ensure the success plan is filled out). It’s a very frustrating experience for a CSM to fill out both fields and then have one of them be cleared out.
I’ve had a bunch of CSMs complain about this recently :(
Hey there - this came up again with the team that we support here. CSMs are frustrated as Success Plans take a lot of thought and deep consideration and it is not a small feat if the work is lost w/ anything related to Success Plans.
Please consider that if a CSM loses 30 min of work every time they forget about this different UX experience, it can add up over time. The one person I was speaking with today thinks that he wasted 2-3 hours on this issue this year alone. Multiply that by number of CSMs and avg salary per hour / person and you have a hefty price that is paid by our company on this alone. Not to mention that things like this chip away at the trust that CSMs have in the platform, which can lead to folks being internal detractors, which can lead to a changed perspective about ROI, and you know how that story ends.
Would kindly please ask the GS Product team to please revisit this one as it is a painful experience for folks. Either allow for one field edit + save at one time or fix the behavior to allow for more than 1 field to be saved at once if multiple field editing is permitted,.
Thank you@anirbandutta - this is definitely a pain.
Hi ,
We understand the issue and we are designing a solution to fix this. I will update this thread once I have some updates for this.
Thanks,
Monica
THANK YOU,@mpatra ! This is great news.