Archive

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. 

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. 

I love the fact that you can put my CTAs on my calendar. It would be neat if they went away if I had completed the CTA, or if the subject could be updated to say Closed Success: Name of CTA. Sometimes I look at my calendar and see a bunch of CTAs, but after clicking into them it looks like I’ve done them already. I suppose we could roll our own solution by using a rule to update the subject of a CTA with it’s status, but I’d have to do some Rules Manager digging to see if that worked. 

Use case is I’ve manually created a CTA by adding tasks and find that it would make a good template. Rather than having to copy and paste to create a playbook, it would be nice to be able to select an option to turn the CTA into a playbook to be able to reuse in the future.

On a few of my in-app guides, I see the “Engagement Missing Mapped Element” error in the Admin Console.   The root of this error is that our application has granular role permissions which determine feature visibility.  It would be nice if there was an option to allow a step to “skip” if the mapped element cannot be found and to proceed to the next step in the guide (e.g. look for the next mapped element).

From Navigation > Available Buttons, I can select the Previous button. However, that button shows up only when navigation forward is through the navigation bar.There are some parts of the UI where we need to use the Next button to move people forward (for example, they must perform a few actions before they continue). However, sometimes people are too quick click Next and want to go back. If the next tooltip navigation is set to Click in Target Element (perhaps prompting the user to save), we still want a Previous button to show up. In fact, this is a scenario where someone must currently close the guide to continue, because the product screen might not let the user save without completing fields.I tried adding a custom Previous button, but it doesn’t show up in the navigation section, where customers will expect it.

I’m looking for flexibility in my guides. You already have “Skip Option if Element is Not Present”. However, my scenario involves drop-down menus or accordions. Guiding a user to activate an accordion when it is already unfurled will hide the next element and break the guide. I’d like the guide to be able to look ahead, and see if the element is present, and skip appropriately. Maybe it’s a toggle, like in the above mentioned feature. I also would love branching options, as well - if this is present then this, otherwise this. But that’s for another idea ticket. 

The field on “Name” on Person record is a system field for capturing the “Full Name” of the record. There are two additional fields “First Name” and “Last Name”.It would be great to make the “Name” field a formula field with “First Name””space”“Last Name”.We had to build a custom field for this, call it “Full Name” and use that instead using the formula.Oh! and it is still painful and didn’t solve the problem, because the person list in C360 does not allow me to remove the “Name” field!!Simple ask but effective. If not by default - Admins should at least be able to choose how they want to configure this field.SFDC has this logic built it. You always enter first and last name and it shows the full name automatically.

Posting on behalf of customer. Currently if you have a long program model you have to zoom out in order to see all the steps of your program. If you have a lot of steps in your program it can make viewing the full program difficult. The customer would appreciate a way to wrap the program steps to a new line so they wouldn’t have to zoom out to see the full model. 

Export the data set (layout ) from report builder in  the form of an excel and import in the rules engine   to create the same data  set , thus saving most of the time when juggling between different iterations.

I’ve heard CSMs ask this about once a year every year. Why does Gainsight open a new tab whenever I click on a customer name (to go to the C360)? I’ve also seen previous posts on here asking if there’s a way to disable this “feature”.Please count me as having my hand raised in favor of the ability to control whether Gainsight opens a new tab, or opens the C360 within the existing tab (or any other Gainsight page for that matter) when a link is clicked in Gainsight.

In the current state of the integration, each Roadmap Item record has the same modified date reflecting when the sync last took place. It would be extremely helpful to have a date indicating the last time the Feature status changed in Productboard.Example use case: create a report showing most recently released Feature requests and their associated roadmap items

I have been trying to figure out how to track my own changes to production engagements so that I can  remember or advise what was adjusted if someone asked. I attempted to use the Description field, but it’s not a good or long-term solution.If would be awesome if there was the ability (to set as required or not) a comment when saving or launching an engagement that is connected to the production environment. I am even fine with all environments, but maybe we could say optional if not connected/launched to Prod, then required when connected/launched to Prod.Even if, in the first phase we had to query a database to get the information. 

There is a border around the search banner and stats bar in the community pages - can you please make this configurable,🙏 it messes with my slick white background look. If anyone has a sneaky bit of CSS to remove it, you’d make my day.

Yesterday I had to reorganize our R360 layouts and found that when moving/adding fields the system will automatically reorganize the fields, which makes it so that I have to redo all of the fields below the change I am trying to make. Please either change the automatic reorg to push fields to the right rather than down AND to the left, or give me a way to turn off this functionality, it’s not helpful. If I want to delete and replace a field, it is a giant process. Please just leave the empty spot there, and I’ll make the changes I want to. One idea would be to do something similar to what you all have in the Data Designer setup, have a button that auto-configures the layout. Please 

Follow on to Give admins the ability to disable tagging of external persons in Success Plan comments.No external sharing capabilities should be automatically enabled for any GS customer. You cannot assume every company is mature enough to start having their teams share information directly from the system with their customers - not to mention that we have received approval from in-house security that this is allowed.

The CSMs on my team have expressed frustration that they need to memorize the names of each of their objectives and CTAs in order to associate a Timeline entry to them. They find it very time consuming and often this leads to skipping the step of associating the activity to their CTAs. If the CTAs could be displayed in a dropdown for the CSM to select from, I believe this feature would be used 10x more.