Archive

I’ve received feedback from CSMs who used to live and die by the Cockpit Calendar View pre-horizon that they wish they had more granular options to group CTAs in Cockpit List View, beyond just “Today” “Next 15 Days” and “Upcoming”I realize Gainsight isn’t bringing back the Calendar view and that the direction is to use Calendar sync, however for CSMs that have a lot of customer accounts, this can really clutter up their Outlook/Google calendar view.A good compromise would be to allow the addition of additional cockpit groupings i.e. “Tomorrow”, “Next 7 Days” and the ability to group by Due Date displayed by the actual day.  Also they REALLY don’t like the “Due in 2 Days”, “Due in 3 Days” stuff either. Add the ability to display the actual Due Date.

This will help ensure our pooled csm who use zendesk have their threads written into the Gainsight timeline

The NPS widget currently does not include a date range of ‘Previous Quarter, Previous 6 months” etc. So we use Last N Days to calculate the score based on our survey schedule. However, when trying to enable the NPS Automatic Milestone for the C360 Customer Journey Timeline, we get an error message that we cannot activate it due to the NPS date range config.Can the automatic NPS milestone be updated to support Last N Days calculation? If not, can adding additional out of the box preset date ranges to include a ‘Previous...” look back, be assessed?

Author’s Username, User ID, Avatar, Rank, and Main (Primary) Role is already available. I’d love for custom user roles to feed through as well, like they do in the data exports. 

When Creating a Lead Manually Lead owner receives an Email notification. However, this is not the case when the lead is inserted/created by the Rules Engine automation 

Hello! Recently, my org had a request to delete some accounts in relation to one of our teams that work out of Gainsight directly. We had too many accounts living in Gainsight, so we created a filter that we thought would work in deleting the appropriate accounts. Sadly, we had several accounts get deleted that should not have gotten deleted. The deletion was permanent, so I opened a Gainsight Support ticket (Retrieving lost records for CTAs, Timeline Entries, etc... that were deleted with account deletion – Gainsight (zendesk.com)) in hopes of getting some assistance in retrieving those deleted records, along with the important data that lived within those deleted records. Gainsight Support has worked with me on this, and we have been successful in retrieving some of the lost data, but not all of the data. This has put a significant strain on the team in which those accounts

I missed something in my setup for the customer goals rule which created 3300 empty goals. this didn’t show up in testing but I am unable to delete them en masse and Support said they’re unable to either as it’s a system object. This is HUGELY frustrating. I’m now having to go account by account and delete almost all of the goals. Can we PLEASE have the ability to delete those objects created in error in bulk or via mass edit? 

Currently the UX for saving a connector job chain is much different than anywhere else in Gainsight, and it is non-intuitive overall, causing us to miss the ingest of data at times.In the Connectors 2.0 → Job Chains section, when you drag a rule over to be part of a rule chain, there is no clear save button.  This makes the user/admin assume that the change is saved once the rule is dragged over into the rule chain.  However, exiting this screen does not save the rule chain.It appears there is a little gray check box next to the rule chain name that triggers the save action for the chain.  This is easily missed and can lead admins to think their job is part of a chain, when it is actually not saved. 

If I’m not mistaken, I’m not able to “Run” a connector job chain manually. It only runs on a schedule. When we have certain jobs fail or abort in a chain, sometimes I want to run that chain. Instead I have to run each one separately, waiting for each one to finish.

Leanrinng yet another site of keyboard shortcuts, and/or fiddling around with the mouse to create one off formats for headings and the like, is not how I like to spend my day. 😊Please add markdown support to your free text fields.  This would be hugely helpful, and allow for fast, efficient authoring with good options to make the document visually appealing.  There are open source embeddable editors such as simplemde, so please consider extending your own, or adopting an open source alternative.Thank you.

I’d like to have an option for exiting or terminating the rule execution from within a setup task.For example, I have a rule that creates new Person records from a Sales to CS survey. More often that not, we have no surveys coming in, but we still have to pull all of our contacts from SFDC, and then have transformations on all of those contacts. This particular rule takes ~ 7 minutes to run, when ideally we’d see that there are no new surveys, and we exit the rule execution. This could save us a significant amount of processing time each day.

In the July 2023 release there was a new feature that I think needs expanded upon.Engage Users on Their Preferred Devices: Launch device-specific web app dialog engagement for preferred devices (computers, mobiles, tablets) to enhance clarity, reduce confusion, and improve campaign effectiveness. I have 2 recommended enhancement requests. Make the Dialog engagement Device Selection a multi select option. I am currently having to advise my team that we clone the engagement and have 3 copies to reach all users. Move the Dialog engagement Device Selection into the Audience Logic. There is already an Audience rule for Device that covers this topic and I am unsure how these two configurations both function separately.   

I’d love to see the feed of recently awarded/earned badges integrated with the main activity feed widgets. And in addition to that, enable the ability for others to Like that update in the feed and comment to congratulate their fellow community members. This is likely quite dependent on each community’s gamification strategy, so it’d be ideal to offer an on/off toggle. Perhaps even a toggle on each badge (like with the private message automation toggle) so that communities could choose which badges they want to show in the feed Use Cases:Certification Badges Top contributor badges Key accomplishments (onboarding milestones, speaking on events, volunteer or advocate roles, customer go lives)Key benefits: Promoting peer-to-peer relationships and encouragement Increased visibility and significance of the badges if it Think of it as unlocking a public and c

Hi,if you have a lot of filters for a dashboard, a part of them will be hidden and only shown if you go on “x More”. This view goes away as soon you click into any report.Can I suggest to have the option to lock this view, so it stays there if people like to keep seeing all filters.

I would like to see engagements in addition to features in path analyzer. For example, when we first make a KC bot available in a product, our “What’s new” announcement includes mention of self-help (KC bot) in addition to new features. I would like to see whether people who complete the “What’s new slider” follow through with opening the KC bot and running an engagement.

Use case: when searching for a company within the global search bar, all company names are listed in alphabetical order if an exact match is not found. However, this alphabetization is only applied to company records, not relationship records.We would like this functionality carried down to the relationship records as well. In our organization, we have 2 subsets of child records, and within the search results we would like one type of relationship record listed before the other. This would allow for easier searching by end users.

The number of filters you can use in Gainsight during your report creation is up to 23 rows - All letter from alphabet. This is too less. We should be able to add as many options as we want. 

[Enhancement request from Customer] When creating a customer goal, there are 4 sections that you will always see in the initial detail view regardless of how you have your layout set: Name DueDate Status DescriptionAs admin,  I should be able to remove a field like “description” that is not required in my layout and not see it when I start to create a customer goal. 

Working with Ranks recently and since by default we do not log anyone out, the Login value cannot be used for Ranking.  I would propose not to have a value that can’t be used in the Ranking system due to a system setting and change this to Pageviews.   If a member comes in and gains knowledge through pageviews, it would be great if we can reward it and use it for ranking and badges.

I want to highlight conversation type posts to make them easier to find and contribute to the conversation.  Can we add a “join a conversation” to the community drop down that lists all conversations with the latest at the top?

I think it would be necessary to have the possibility to opt-out of gamification notifications.Atm users can decide whether they receive emails from new topics, private messages etc. but it is not possible to decide upon communication on gamification. So, the idea is to allow users to opt out of gamification related private messages and email notifications.

What:I wish I can upload users to role, using .csv file. Meaning, I have .csv file where I have following data:User 1,role 1User 2,role 1User 3,role 1and so on.When I upload file to the platform it automatically adds role 1 for those users.Why:Usecase 1: There are situations when I set up hidden child category and I have to grant access to the certain users. Maybe up to 50-100-1000 users. Adding users easily to role is mandatory, because role grants the access.Usecase 2: Now when we have Email Campaigns feature and emails can be sent to certain role I would like to easily to set up group of people who gets email. Maybe up to 50-100-1000 users or so.With usecase 1 & 2, I have list of needed users already in .csv file and I update it “all the time”.This improvement leads to:Uploading users to the role saves time, I mean a lot. Just think about you

When the CTA is being created, it is not possible to update the Playbook Due Dates. Only after the creation of it, you can manually update it. We would like to have this possibility during the CTA creation to save us time. Thank you. 

It would be great if Objective CTAs, Tasks, and Success plans could all be updated for due dates via the rules engine. Currently, Objective CTAs are the only CTAs that cannot be updated. Use case: We have our Success Plans all due on a specific date as a requirement.  As a result, the inability to set a specific due date for CTAs and tasks can sometimes change the due date of the Success plans.  We would like to be able to override this.

Hi Team, The "Transformation task" in Horizon Connector view is currently is only available for iPaas Connectors (Zendesk, Freshdesk, ServiceNow, Jira, Zuora, Zoho, and Pipedrive). But few customers were looking to use the transformation task on the SFDC connector as well. Can you please consider this in roadmap and share an tentative ETA?  Best,Hardik