Archive

Labels are useful and I can see us using them however I have noted one drawback. The Labels are visible across all products which will make them a nightmare to manage as we will have more than a dozen products in PX.I can see problems with multiple labels with similar names, renames of labels without understanding impact and perhaps deletions as well. My ask is to have the labels be Product specific. So, each product has their own group of labels with no cross contamination of labels. This reduces the risk of label corruption to each product.  I know we can restrict adding/managing labels on a user basis however we would have each PM wanting to add Labels and that will be 20+ people and therefore still an operational headache to manage and our recommendation to our users would be to not use or rely on themThanks,

As we go through transitions between account ownership between CSM’s it would be great if I could schedule a Company Search sync so that search data is up to date with the true C360 data. This is causing confusion for CSM’s that are newer to Gainsight and they assume that the account ownership continues to revert back, when the underlying issue is that the sync is out of date.  

With the rise of digital customer success, community has become a key element to the toolkit success teams have. To avoid a customer experience being irrelevant or confusing, we would like the option to provide customers with account specific information right within community content. Sample Use CasesAt the top of a Knowledgebase Article is a message informing the customer that this article pertains to a different version of the product they use/have purchased Community managers can create a custom page with an account overview, pulling the data from other data sources such as Gainsight CS and Salesforce Showing specific sections of the community only to specific customer segments (i.e - Beta customer groups which is recorded within Gainsight CS) Adding a “Reach out to your customer success manager INSERT NAME HERE” to the bottom of articles/questions for access to new features or as a point of escalation

One of my customers had the following enhancement request.  As of today an end-user can close out a CTA even if there are open tasks and the tasks will be auto-closed.  They would like to make certain tasks required so the CTA is unable to be closed unless those specific tasks have already been completed.  Can we consider this as an enhancement request?

Some feedback from our superusers: The option for marking answers should be swapped with the Like button. When they get superuser status and capabilities, they inevitably have a tough learning curve to adjust where they click when they want to like something, as the ✔ button is now the left-most button, rather than the like. While they inevitably get comfortable with the new UX, I do see their point: Like is the left-most option for all nearly all post types (question, article, conversation, product update, and replies on ideas.  It’s a bit odd that ✔ then moves in to change the UX on question replies, while Like is still left-most on the majority of postsI can imagine the downside is that the less prominent you make the ✔, the less likely it is to be used. But given some of the considerations for future improvements to the real-time experience, I think this is a pain point you should be aware of. 

Especially in our Community of primarily HR professionals, there are a lot of questions that are challenging to select a “Best Answer” for because often the question is just someone asking for recommendations or opinions. Typically we will change the question over to a conversation, but at the end of the day, the Community member is still looking for an answer of some design. If we had the option for our members to decide if it is truly a question, just starting a conversation or making a statement on a trending topic, or if they are seeking recommendations, it would help eliminate some of their unwillingness to select a best answer. The recommendation option would not require a best answer, similar to a conversation, but would allow the rest of the Community to disseminate between a conversation or a recommendation request. Thanks inSided team, you all rock!!!

The Zapier trigger for Updated Moderator Tags is fantastic and I make robust use of it for multiple use cases.I also use Moderator Tags as a simple way to build custom reporting (ex. question type: how to vs troubleshooting, who marked the answer: admin or superuser or other user). I shared some lessons learned around this in this post:  What the post (and replies) highlight is the need to know what changed with moderator tags. The current version provides the current state of tags after something has been added/removed. It would be even better if the data provided by the webhook/zapier trigger indicated what was added/removed. It would make my post above obsolete and allow for more direct targeting of subsequent automated actions. I can also imagine use cases for multi-moderator teams wanting to set up automations of track when certain tags are added/

Hello, I just added a new KB article in my Strategy category and it populated at the bottom below all othes. Would it be possible to have the most recently added KB articles populate at the top of the category instead of at the bottom?

Whenever the playbook tasks of a CTA are all marked as complete, it would be nice if the CTA itself was marked as complete, as well. I’m aware that it’s just one extra click to manually mark the CTA as complete, but I have heard this feedback from multiple CSMs and it would be a very nice thing to have. 

Automatic milestone types are great to keep track of changing values on critical fields like Customer Success Manager, Sales Account Owner, etc. This works lovely if you are changing the value from one to another. For example, if you update the CSM from Nathan to Rachel, Gainsight will create a milestone with subject/notes: CSM changed from Nathan to Rachel. However if you just remove a value, say update the CSM from Nathan to NULL, Gainsight will create a milestone with subject/notes: CSM has been removed. You lose the benefit of the historical value that got changed! Request would be for when values are removed to still display the old value for reference in the automatic milestone. For example, Nathan removed as CSM.

When going through a high volume of emails in the timeline, which is very easy to accomplish with the BCC to Timeline feature, it is time consuming and potentially confusing to open every entry when they would be threaded in other programs. Having some options to collapse to the same subject, create a conversation or threaded view of the email timeline entries would be a great QOL improvement. Thanks,RR  

Currently we do not support mass edit reports in success snapshots.  We would like to see the ability to support these reports when running success snapshots.

Hi Team,There are times we need to broadcast the reports to other systems where they require the report in CSV format.Depending on the situation an S3 bucket will always not be the feasible option.An option for an admin to send a report in Excel or in CSV format in JO will give an additional advantage in multiple use cases.  Thanks,HArika

Here’s the example:  You’re configuring a Drill Down on a report and you want to add and remove some fields. Your object has lookups and your lookups have lookups. Rather than searching for each field, selecting/unselecting, deleting the search, searching for a new one, you just want to traverse to a certain part, do your selections and move on.Today, you can’t really efficiently do that unless you already know where exactly the fields were selected from. This is extra cumbersome in this particular case, as the drill down doesn’t show the original path:So if you renamed it, it just says “Name” or you could get it from multiple areas you’re SOL.  Idea: Let’s say that you have fields selected under the Company and Scorecard lookups below:

Very often there are times where it is necessary to pull data from Gainsight CS and annotate accordingly. Unfortunately this also means that this data is then changed and re-imported.Rather then having to create a report, export the data, change it in Excel/Google Sheets and then re-import, it would be great if there was a working area which allowed for executives and CS ops teams alike to create a report, add new columns and make changes, without the risk of it affecting the data for other users.Here is a dream use case:Sam (VP of CS) wants to complete an evaluation of account assignments to their CSMs. They log into Gainsight and run a report to find a list of their customers, ARR, CSMs and any other relevant information (such as region, industry, risk, etc.). They then select a “Annotate” button which pulls a one time snapshot of the data and allows for Sam to add additional rows/columns. Sam proceeds to add a column called “New CSM” and populates th

Hi Team,We should have the ability to add tokens in the tooltip of the Badge in the same way we are adding to Dialogs, Tooltips, Slider.1)We are able to see the "Insert Token" option for the Tooltips and Dialogs. And value is also been shown in the Preview and real-time without any issues.2)But we are not able to use Tokens for the Tooltip of the Badge as we don't see an option of "Insert Token" while editing a tool tip of the badge. Anyways even if give the token manually by typing the name, the token value will not be displayed in the Preview or Real time..

In the Ideas Pipeline widget, I’d like the ability to remove the counter for each status. For our customers, the total count doesn’t add much value while also implying that we are “behind” on delivering. Especially to our customers who are SMB/non-tech.

When utilizing C360 it would be helpful to CSMs and AMs to have the ability to view all Success Plans from the Ultimate Parent Account level, including any Success Plans of child accounts. Similar capability as to what exists for related list reports. This would improve 360 account review meetings.We have achieved this through a work around utilizing a Dashboard, but we would like our account teams to have a true 360 view of the Account from within C360 itself.

Hi there,Would it be possible having a gender-neutral Gainsight bot option?Thanks!

The default time span for the CSAT Response page cannot be changed from "Current half year." You can go and change the span while you are viewing it in c360, but once you leave the page and come back, the span will go back to "current half year." I want to request the ability to change the default Time period to customize for better availability of CSAT Survey responses.

We have had rules frequently taking significantly more time to run than usual for no reason. Most of the time the rules runs for 180 min and then aborts, which means 1/ the rule didn’t run 2/ we lost 3h of run time for other rules (which in our case means data between our sales and CS is not updated).It would be great (in addition to improving rules reliability) to be able to get an alert as soon as a rule takes more time to run than expected (ie if my rule takes 5 min every day, I want to be alerted the day it takes 30 min). This would allow us to anticipate issues and abort proactively a rule that is blocking.@BVirodhula fyi

Hello! I am requesting a new feature that would enhance the current functionality of Gainsight C360. Currently, there is an out-of-the-box view available for the Company Hierarchy that displays the parent-child structure. This view allows us to roll up the Annual Recurring Revenue (ARR) as well as other attributes. However, I am looking for a similar out-of-the-box view that provides a comprehensive overview of the Accounts, Child Accounts, and Relationships that fall within an account.Although this information can be obtained through reports, having an out-of-the-box section for a company overview would be very helpful. This would allow us to easily see the complete roll-up of Relationship level data.I understand that relationships provide a horizontal view of the company/child companies, but this feature would provide a more comprehensive and visually appealing way to see the entire organization and all its features.I would consider including filters for activ

I have a customer who is a pretty big user of Email to Timeline. As we know, if a single contact is related to multiple companies, all Email to Timeline submissions for that contact automatically gets logged to drafts because Gainsight does not know which company to relate the email to. Right now, the Load to Person rule will load contact/company relationships into Gainsight, but I can't figure out a way to update contact/company relationships that have been removed. We would like these removed automatically so our Email to Timeline submissions don't go to drafts, as in the above workflow.

Hi Team, We would want to add the validation rule on the fields added to timeline activity form. For example, on our business use case wanted to restrict to show only those contacts in External attendee whose role is Sponsor/Exec Sponsor.

Hi Team, As per use case we need to have the ability to customize the field value prepopulate.For example, if we use string field in Timeline we see “Enter Text” while inputting the value to that field. Here we wanted to customize & give our own wordings so that CSM can enter that text only.