Archive

Customer Context: We use relationships for our products/solutions. Each SKU we sell to a customer is a unique relationship. Other than our Enterprise team, all of our CSMs are assigned on the relationship level, so we could have up to 6 different CSMs on a single account supporting different relationships. It is essential to our team to be able to report on renewals by CSM based on the relationships they are assigned to. We'd also need to slice/dice the data by relationship categories and various relationship level fields.  With that said, our data also lives on the Opportunity Line Item for the SKUs and would be critical to be able to forecast with Renewal Center using line items. 

We are at an impasse with setting up our Slack with Gainsight, as our Gainsight usernames and emails do not match our Slack user names and emails.  It would be fantastic if we were able to cross-match on an additional field.   We are in the middle of some organizational transition, and this would be a really helpful attribute!

When creating (or editing) an Activity, the “Title” field when creating a Task only allows 80 characters. This makes it difficult to fully explain exactly what needs to be done for each action item. It would be great to allow enough characters to provide a few sentences or a short paragraph in some cases. (This also occurs within CTAs when adding a Task “Manually”, within the Name field.)

It would be great if we could run a rule as a test, verify the results of that test, and then run the rule again, using the data from the test run.Sometimes I have a rule that requires a large query from Salesforce. That query can take some time to execute. But if I test a rule, and then want to execute it, that query has to be executed twice (once for the test, and once for the execution of the rule).It would be nice if there was an option to go to the test results, and just perform the actions based on that test execution.

When creating sharing groups, we would like substantially more options in the filter section. Use case:We have a custom field for Director, which associates an individual CSM with a director (manager’s manager).  These teams have different needs and require different dashboards, as their business methods differ. Due to the limitations of creating share groups, the only option we have to capture this data is to manually create the share groups.  This is not a sustainable practice for us, so they only solution is to allow everyone to see everything, which crowds the CSMs dashboard views.

It would be fantastic if emails could be logged onto the timeline of CTAs rather than just the general timeline for the account. Use case:Our CSMs have CTAs related to risks.  These CTAs have their own associated timelines.  Frequently, emails received needs to be pushed into the timelines within the CTAs for reporting and documentation purposes.  This would help our CSMs streamline their processes and help us in reporting the progress of our goals.

Hi Team,One of our client is looking to have feature, which allow them to change the Survey Name(Title) once it get published. We are currently able to edit the name from UI but not changes are not getting been reflected in live survey. Or when we click on preview.

I wish I can promote event(s) in topic page. I can do this with custom html widget but if there is out of the box widget it would be the best option!Maybe there could be Events calendar in the widget, and/or there could be 1-3 upcoming events?Most of the users visits in the topic pages and (one) topic(s) page only, so it would be really nice option to promote events there.Thanks!

When adding a task to a playbook, we can only select an email task or a standard task. It’d be great if we could add additional Task Types? This would allow us to hopefully have different task layouts where, for example, a "description" field could be editable for one task type, but not another.

Hello!I noticed that it is not possible to remove/hide the “Duration (in min)” field from the Activity Layout for both the Call and Meeting Activity types. We are not currently using this field and it creates unnecessary clutter for our CSMs. We would like the ability to remove/hide this field from all activity types. The ability to remove/hide this field from the Activity layout already exists for other activity types, but it is ‘locked’ in place for both “Call” and “Meeting” types. Adding the ability to remove/hide this field from the Activity layout would actually bring consistency to this section of Gainsight as all activity type layout configurations would function the same. I found a related idea about more customization in configuring activity type layout, ability to move the ‘standard’ fields would also be nice.:  

Currently, exclusion rules are not supported for Gainsight PX Engagements, and as a result, it is recommended that when seeking to exclude a specific audience, we do so at the user or account level, however, this can become quite messy and tedious to maintain when seeking to exclude a large audience. Use Case: Generate biannual NPS Survey targeting 25% of users, and exclude respondents from selected engagement(s) (e.g. previous 2 NPS engagements).We’d like to accomplish this via exclusion rules, but in the absence of exclusionary rule criteria, we would instead need to restrict the audience by manually entering the email address of each respondent of the previous surveys. As noted above, this is a pain to maintain and in addition to being inefficient, presents unnecessary risk of user error/error in transcription. 

Posting on behalf of customer         In engagements, users are able to target particular set of audience through segments.         But incase, if user wants to launch a particular engagement for audience satisfying certain criteria using a segment and a different engagement for users not satisfying the same segment, they need to create 2 segments with inverse conditions in both.        But if there could be a condition in Audience rules to select either audience satisfying certain segment or its inverse, it could be of great help.

Currently, PX engagement audience logic allows for the creation of Segment rules, but the only available operators are MATCH ANY and MATCH ALL Users may want to define an audience as everyone except a particular segment. Given the current capabilities, we can’t define audience logic by excluding a segment. The request is to add an exclusory operator like 'NOT IN' for Segment rules in Audience Logic.

I want the ability to see in one screen all users and what features they’ve used over a selected date range. Right now I see high level usage statistics at a company level, or granular data at the individual level, but there’s no way to group the data by all users in one company and corresponding features. 

Using the API we are trying to see which CTAs are open for a given user’s email account. We send a query and get a response that the result is false, and the is an Unknown data type of the field - EMAIL. Username fails as well though full name does work (which is our workaround). Per L2 Support “After re-visiting this behavior with our product and architect team, this is treated as an expected behavior as per the product setup as the "Email" datatype field isn’t supported in the filter section of Cockpit/CTA and SuccessPlan APIs. The Engineering team considered this as an enhancement and started working on this development. Our team is requesting you to please log an idea community post as a track for this enhancement from your side. The Product team will soon get back to you on the post-logged with an update. And for the time being, we request you to go with the workaround suggested i.e., using the full name field in the filter section.

I’d like to be able to disable email notifications for end-users as an admin. Bonus points for the ability to do this via API.

Hey Gainsight!It would fabulous if we could get the ability to create CTAs from Microsoft teams manually and using Power Automate (the real dream). Our company does a lot of mentions in teams and having the ability to click and make a conversation or channel post actionable would be great. Example: We have an escalations framework where to make sure there is visibility company wide anytime a potential issue that could have a customer become “at risk” occurs we post it in a teams channel for the CSM to hop on create a CTA in GS and then begin actioning on it. Having this capability would allow us to either have CSMs create CTAs from the post or even better set up a power automate to create a CTA for them!! 🕺🏾 Thus lessening the time it takes but also making sure nothing slips through the cracks.

I have a few of time-intensive rules like this that run on a regular basis. These rules look about like this:Perform a very small query on an MDA table. Perform a very large query on a Salesforce table. Left merge MDA->Salesforce Perform some action.On most days, step #1 returns no records. But Step #2 is still executed regardless. The resulting left merge is zero records, and no actions are performed. It would be great if there was a way to tell the rule to abort if step #1 returns no records. One of these rules in our org takes roughly 20 minutes to execute (thanks to step #2), and 90% of the time, there are no actions completed. But I have to leave it running “just in case”. If we had the ability to abort the rule, it would take a mere 10 seconds to execute instead.  I wonder how much rule processing time could be saved, across all tenants, if something like this were possible.

Background/Context: Executive Leadership Teams need the ability to easily manipulate and quickly export customer data for thorough ELT client review/discussion. Situation: Currently when exporting a bar chart you can only select 1 bar to export at a given time. For example in the screenshot below if a leadership team is assessing customer initiatives that are red/yellow and green, they have to click each individual bar/which groups that data, export, then consolidate all 3 data sets into 1 excel. This is extremely cumbersome.  In the example below each bar represents an ACCOUNT. It would be great to export all 5 data sets within this account (1 red) (4 yellow). Instead you must click the red section to export, then click the yellow to export and consolidate in excel. This is only for 1 customer. Doing this for every customer requires that same manipulation over again. Product Enhancement Request: Add the ability to click to select/drag multiple bars that should be exported in 1 excel. 

Current email variables delineate between a variable being able to be used in subject or the body and also differ from email to email.I’d like to suggest that there just be a list of variables that you can use anywhere in messaging that are standardized and available as placeholders.So rather than this: I should be able to use a variable anywhere I think it’s best to include. For example, if I want to say the community name in a subject or in the body, that shouldn’t be restricted based on the email I’m sending.

Can we have individual Objective CTAs associated with specific customer goals?We are using Success Plans to track our customer goals - for our enterprise customers; they will most likely have 2+ goals that CSMs will work towards a path of ROI.  With the current configuration, CSMs can only associate the entire success plan to a goal, and not individual CTAs.  Unfortunately that causes some attainment tracking issues since goal tracking is tracked on the overall success plan and not the individual objectives tied to the goal.  I know that we can technically create individual success plans for each goal, but that seems unnecessary and causes more work  

Currently you can tie a goal to a success plan and CTAs but not objectives within the success plan. What if a CSM is working on multiple goals, or multiple objectives as part of a goal in one success plan? It’s a major sticking point with my team that I’ve been struggling with. 

Currently, it is great to be able to use Slack to create a CTA, but is it in the roadmap to be able to add Playbooks via Slack? This would be a great feature enhancement to have this available.

We would like to be able to include additional elements in the zoom version of Gainsight (including CTAs, Success Plans, and custom items). Use cases:A CSM is working with a customer.  While on the call, they are building or reviewing Success Plans. The CSM would like to be able to open the Success Plan from within the app to enable a smoother and quicker experience.Additionally, CSMs would like to be able to access CTAs.  For example, is a CSM is creating a task or reviewing existing tasks while meeting with the customer, this would streamline the process.Finally, we have some specific items that are custom-built for our organization that would benefit CSMs.  Example: We have a custom object that brings over all information about open trainings.  It would be great is the CSM could access these elements (even if it was just in a report). Thanks!

Not sure why, but I can’t seem to add a survey email template to a playbook (non-anonymous survey). It doesn’t make sense to not be able to do that especially when the email survey task should be followed by some other actions. Asking CSx to create a CTA and then an email task is just… (and other tasks) when they could just use a ready-made playbook. Please evolve this.