Archive

CSMs want to be able to update the account's health score directly from the timeline view. 

Our CTAs require we manually add a contact to each CTA and/or Objective or Task. Most of the time the contact will not change from one task to another. It would be ideal to provide an option for a contact to be auto-assigned to any CTAs, Tasks and Objectives. 

 Ability to bulk upload/update definitions or descriptions while creating an object. While creating an object via a CSV file, there is no option to upload description automatically using a CSV file. But we can upload descriptions manually. This link https://support.gainsight.com/Data_Management/Managing_Data_In_Gainsight/Gainsight_Data_Management#C... explains how to upload field names and data types but not descriptions. So, this is the feature request to upload descriptions automatically while adding an object via CSV file.

Currently we have a limit on all MDA fields with a character limit of 250. I have a customer that would like to expand that past the limit for their use case of syncing that data to another source. TechOps is able to increase the MDA field length overall, however after reviewing UI setup it will still limit the input to 250 and any increase we do to the MDA field won't change the form UI logic check. So currently we cannot increase that limit until the UI also allows the change. I think multiple customer would benefit from this and something that moving forward with the product we would need eventually.

Redhat has a valid use case to export from MDA, specifically Email Logs. They have two instances of Gainsight now -- Support (Primary, and is the first instance) and Sales (Secondary, and is the second instance.. They will be running CS out of both, with some overlap of accounts in each.Ideally, we will be able to export Email Logs out of their primary instance of Gainsight, and write that into the Secondary instance of Gainsight's MDA. We can then join this data with contact data to get visibility of what is happening in JO for both instances and unifying communications. *More use cases to come

Hi all, Please, add an ability for the Community to save filters configuration for the account. Now people had to define their filters every time they visit moderation panel. In our case we have different moderators which look through their categories. So they don't need to see content from sections they are not responsible for. It would be great if all filters will be saved for the account. Thank you.

For greater usability of our dashboards, we want to hotlink the contact name to provide direct access to the contact entry form for full viewing or edit. While we are able to do this to link to the Salesforce contact view, we would prefer to provide access to the Gainsight contact information. We would like to be able to do this on reports built from the GS Relationship data space as well as MDA tables. None of this is unfortunately doable today, forcing our CSMs to do no less than 4 clicks each time they want to get there.

We have a lot of email interactions that are inherently 'calls to actions' and that we would want to capture as a CTA in Gainsight. Or perhaps, the email relates to a task of a CTA (a follow-up, etc.). Our CSM team is still very much living in their email and not in their cockpit. We don't have the time to take the administrative step to 'document' the CTA for whatever the email exchange was about. It would be helpful if we could 'drag/drop' the email from outlook into the chatter feed or CTA. Or, it would be nice to even create a CTA directly from the email, keeping the thread and documentation intact. How are others handling the battle between Cockpit activity and organic customer activity that comes through via email? 

Our CSM team has weekly  calls with the Account Executives to go over status and priority of items in the Cockpit. It would really help to be able to 'Group By' an 'Account Owner' option. When will this be available? We are working around this by using filters, but having to recreate the filter each time you talk to an Account Owner is not ideal. Thanks!

As we start seeing broader use and capabilities in Timeline it would be awesome if we could add capabilities in the My Notification settings to send notifications if a new Timeline entry is added on a customer that the user is following. 

While a program is active, if a contact or its account no longer meet the criteria set for the power list, automatically remove them from the list. Currently the only options are to keep the power list as is, or automatically add new participants that meet the criteria after the program is started. If the list can check for additions, it should also be able to check for removals. We would like to have a way to automatically remove. During an NPS survey via Journey Orchestrator, we had reminder emails going out to a client whose contract expired just after the program started. There was no option for the power list to know that they no longer met the criteria and should be removed. The only way to remove them currently is by manual effort (knocking off), which requires the CSM to notifiy an admin that they need removed from the power list. It would be much more efficient, and less prone to human error/forgetfulness if the list was able to check for this automatically.

Currently, we can create an advanced filter to display only CTAs with the name "Account Updates", which can be exported, but the export does not include the chatter feed.  As we are utilizing this CTA to document account updates, it is vital that we are able to export the feed when necessary.

I would like to see the ability to 'deactivate' a Success Plan Type. I understand we need to keep them for reporting purposes but want to make sure CSMs aren't selecting deactivated types for future success plans they are creating. It would also avoid confusion if they will be applying a template specific to a success plan type. We're currently naming them 'OLD...' etc. but that looks a little tacky and would still get cluttered as we adjust and change our success plan types.

Relatively small request, but can we change the format of the time stamp?  As I scroll through old files, the years get intertwined and my eyes go crossed. CURRENT FORMAT: *FILENAME* MM-DD-YYYY PROPOSED FORMAT: *FILENAME* YYYY-MM-DD I think it will be easier to quickly find the most recent file that was uploaded as I troubleshoot things.  Or to find any file I might need to dig out of the archive.

I think it would be cool to develop a C360 section similar to Surveys, where it knows what Outreaches you've developed.  When you use the drop down to see that particular Outreach, it gives you specifics on that Outreach (sent, open, bounce, etc). I can certainly build a report on that data, but its not dynamic enough.  Meaning I have to either add a filter for Outreaches, or any other number of too many clicks to get the data situations.

Had a great call with Konrad at Micro Focus this morning and he showed me several ways that his team uses Quip that would be wonderful inclusions into the Gainsight Platform, specifically in the Timeline. Examples of this include: External @mention functionality Ability to export to PDF and either print or attach documents Ability to use excel type functionality in the platform Integrated Calendars

Now that we can roll up R360 timeline activities to the C360, I'd like to see an option to filter the C360 timeline down to just C360 activities from an end-user perspective.

It would be very helpful to be able to search for rules by their most recent execution status as well as having the icons that are displayed in the Rules List also displayed by the rules in Rule Chains, i.e. I know you can filter by Rule Chain in the Rule List - but if you're already in the Rule Chain it would be handy to see there also.

On behalf of customer: Can we have a currency field on SFDC which displays value say CAD as well as related converted Subsidiary say US,AUD etc. be populated on GS as well with the converted value in the subsidiary currency.   

I was running a report against the Email Logs object in Gainsight, but couldn’t find a field that shows the attachment(s) included in an outgoing email assist. Which object has this information?

I have a feedback from my mod which I’m agree. Sometimes it would be necessary to start a new conversation because of a new topic. That's not possible. Every new message to Jowi ends up in the old conversation. So you can easily lose track of everything. Could that still be changed? Actually, I would like to have an option in profile settings to receive messages from one sender to one general thread or to separate them. In old forum we had an ability to add Subject of PM and all PMs with the same subject were merged. But if a subject was different, we had a new thread. Also I have something like this in our Social Networks customer care system. We have an ability to adjust a time period since the latest user’s message, and all Facebook messages are merged in the same ticket within it. It a user does not reply within that period his next message with be considered as a new ticket. It is really convenient.

Currently when reporting on SFDC-based data, we can reorder the columns in the report drill-down and that order actually stays sticky when we come back to it. It's been revealed (and documented) that this is not the case for MDA-sourced objects, which gives an inconsistent fuction across reports. Is there a plan to make these drilldown columns sticky for MDA-based reports in the near future?

Posting on behalf of customer. ​ Currently from the C360 summary section we have the ability to click on standard widgets that can take you to corresponding the C360 tab. Example: if you click on the scorecard widget it'll take you to the scorecard tab on that same page. ​ At the moment we don't support this sort of functionlity with custom widgets but it would nice to be able to do this type of thing in the future.

It would be nice to be able to re-order Journey Orchestrator steps in the Email Chain model. For example, a customer of mine had built out an elaborate program with ~15 or so steps and then decided they wanted to replace one of the early CTAs with an email instead. They weren't able to edit the CTA step nor were they able to insert an email and therefore had to undo all the steps to the very beginning, add the email step, and then re-add all the steps.

Hello, One of my colleagues is blind and noticed during testing that the current platform doesn't work well with software designed for the visually impaired. More specifically, the search engine doesn't allow you to type when you have this kind of software enabled. Software he suggested, was Jaws 2018 and NVDA and he recommended the website https://anysurfer.be/nl as database of tips on how to make sure a site or online platform works for everyone. We would be grateful if the current platform could be improved with support for the blind and the visually impaired. Kind regards, Yannick