Archive

I add this as a comment on a different community post but figured I should post it as its own. We use the Related Contacts function in Salesforce, which provides the Account Contact Relationship junction object to map a single contact record on the Contact object to multiple accounts.   In our use case, one contact might be a Key Contact on one account, but the primary Decision Maker on another account.  We use the Account Contact Relationship object to map that person to the second account (indirectly) where the contact type is set differently (on the ACR object). Email Assist does not allow us to add contacts to an email unless they are directly associated to that Account via the Contact object. Product suggested enabling Associate Cont

I’m wondering if Gainsight could/has any plans to produce benchmark reports - specifically around email metrics? A lot of times when we report metrics to stakeholders, they ask how it compares to the industry standard but most benchmark reports generated from Eloqua/Hubspot/Sendgrid etc are predominantly prospect metrics, which isn’t an equatable baseline.    If not by Gainsight, does anyone know of any thought-leadership that provides customer-specific email benchmark reports?

When trying to assign a layout to users we found that many usecases or just the ability to change the “default” is not possible when assigning.    We would like the ability to assign the c360 layouts based on permission groups to ease with assigning c360 layouts to large groups.

Please add the ability to bulk or mass edit Company Hierarchy in Gainsight NXT. The current product only allows you to establish parent-child hierarchies for Companies one-by-one in Data Operations, which is not a viable solution when dealing with over 10k companies.  An ideal solution would be to surface the Parent/Child company fields in the Company object & allow edits via the Rule Engine.   

 Within a JO program, you have the ability to download a list of participants who ran through the program. However, there is not an option to filter by sent date. I would like to request the ability to add sent date as an option within the downloaded participant listMy feature request is to either add a downloadable participant list from JO Analytics, or add date fields within a program’s participant list (this is currently available to download, but does not include date fields).

One of the pain points our team recently expressed is the requirement to click on each individual CTA to close it. What would be better is if the team could click through all the boxes at once and then apply an action, whether it’s Mark Closed Success, Mark Closed No Action, or something else, all at once. Currently, a user has to click on the CTA in Cockpit and then answer a dialog prompt asking “Should we change the status of all open tasks to Closed for you?” Why would the user be clicking on the box if that is not the original intent? Making the UI more user-friendly would greatly help our Onboarding Managers and CSMs who carry heavy account loads and would reduce the need to supplement with outside PM tools to accomplish the same. 

Activity types for Timeline have an “Active” checkbox but Success Plan types and objectives don’t have that checkbox, so if I want to disable something in the dropdown, I have to delete it. However, if any plans are using that selection, they are now dependencies and need to be deleted. I want to be able to just deactivate a type or objective category without needing to delete previously created success plans. 

Currently to preview emails there is only a dropdown based on the participant’s email address. It would be helpful if there was an Account dropdown we could select first and then choose a specific participant’s email address.

Currently with the GS Timeline → SF sync you can create either Events or Tasks in SF and this applies to all activity types.    We would like to be able to specify per activity type which type it would create. I’d see this working by moving the option to choose within the UI to the table view so it can done on a case by case.      There are some required fields for events in SF (like duration) which don’t apply to some timeline entries, and currently we have to force entry of a number in this field to make it sync.     

Would like the functionality to enable SF events created via the Activity Sync from GS to write-back to the original timeline entry with updated information.    Use case: Our clients purchase professional service hours by way of an order form on SF (added as product line item).  Once a session has been delivered the CSM logs this via the Timeline as an activity, and then we push that activity, via the Activity Sync, to SF as events.  We then run a fulfilment logic on the created event to remove the provided number of hours from the clients’ available figure (if they have any).  When this logic happens we update the event (in SF) to state whether it has been fulfilled or not, and how many hours we took for it (for example a 90 minute session would take 2 hours).  This additional information only sits within SF but ideally any updates to the event/task in SF would then update the relevant timeline entry in GS. This would allow us to pro

Hey Everyone,   We could allow customers to create Activities directly using API so that customers who want to mass create timelines can do so easily without gaving to manually create multiple entries.

Can we make user know by giving an alert or email on that day if the Timeline Activity is not working.

Hi, One of our customers would like to have the ability to sync Timeline Activities to Custom objects in SFDC instead of Events or Tasks. Any ideas?  

We are not giving the ability to filter the data on inactive picklist values in Report builder/ Rules Engine/ JO Query Builder. 

Hi Team,  Currently, we have a limit of selecting 15 custom fields in the activity layout. Few customers are looking to increase the limit. Do we have any plans in roadmap to increase the limit?  Doc : https://share.getcloudapp.com/o0ugOJwo  GIF : https://share.getcloudapp.com/5zu1vOQJ ,    Best, Hardik  

This is a wasted level. I have seen many people struggle find crucial configuration locations because they are hidden in General > Company » C360 Layouts (for example).   A better and SIMPLER navigation would be to remove General. Instead, have Company as a category with C360 Layouts below.    At the moment admins are going to Share 360 layouts by default. 

The new horizon layout is an improvement but users will click on to the customer name to edit the info as the edit button is hidden. Current behaviour is that clicking the name goes to C360 page.. why? Instead, make the edit option more obvious and not hidden behind the kebab button  

We cannot currently choose to map the Category Type when using the Activity Sync, please can this be considered for inclusion in a future update;   

Can you drag and drop an attachment from your computer to an Activity or CTA? 

In NXT we sync the CTA Tasks to SFDC org and we have also option to create Timelines from SFDC Tasks through Integration Job. If both these options are enabled then for CTA's that has timeline activities will create duplicates. Can we add a flag field/source in Task object that we can use as a filter to avoid this cases.   Thanks, Prathap

Team, When Account field is used as Global Filter in Dashboard as per the sample screenshot. As there might be multiple accounts in SFDC with same name, Business users wanted to see ORG ID in the tooltip instead of GS ID.  

  When using the Multiple Choice question with “Drop Down Multiple Choice”, desktop users get a box with a scroll bar that only appears on actual scrolling of the allowed answers. Also in order to select more answers, users need to old cmd or control while doing this. When taking this question type on Mobile, behavior goes more like a Drop Down and choices will stick on click.   This request is to improve desktop user internation to be like Mobile or better.

Right now if you filter out words it just removes that word from the report. I would like to be able to filter out words before the text analytics feature calculates what words are the most common. we keep getting the name of our company as the top word and would like to see what we would get if “Apptio” and a few other words were removed from the options

Is there a way to archive relationships that have churned? We have our relationships set up to match our different product lines, so they may churn individually without the entire account being lost. I'd like a way to only show active relationships, but preserve all of the historical activity, CTAs, success plans, etc, that are in the churned relationship. If the product is recovered in the account, I'd like to be able to revive the relationship and have all of the historical context available for our CSMs and the company as a whole. Any ideas?

So that end users dont have to type in or copy/paste the same information again.   And in the similar way, if it's possible to auto-populate the Subject section of the Timeline activity.