Archive

I'm aware of two requests to customize what's available on the Service Cloud Console Gainsight widget so I wanted to post here.  Thanks. (1) SmartFocus is moving their Code Red CTA process in to Gainsight...they would like CTAs w/comments available in the Service Cloud widget so that Support knows if they are talking to a Code Red customer.  (Support doesn't use Chatter so having comments posted there does not work for them. And they don't want to use a field on the C360 summary to indicate because having an indicator without the comments is not enough). (2) I recently turned over Booker to Carissa & I believe they are trying to roll out their first email campaign using GS & want the Support team to be able to see if the customer they are talking to has received or opened the latest email that was sent via Gainsight. 

I'd like to see the instances that could have triggered a rule for a specific Account. For example, we have a rule that checks poor page load across all instances but we run an account level CTA to keep from overwhelming the team. To help with triage we added a reports 2.0 widget to display this data. While this is valuable, if we can get more of the detail surfaced to the team in the actual CTA it would be valuable/make it more clear on what action the team is to take.

We have a small time saver which would be nice. Can we have the milestone checkbox in the Usage summary default to be checked? There are small defaults here and there that it'd be nice to update for time saving purposes.

I would like to add token values to the CTA name, similar to how we can with the comments. This could allow for more specificity in the CTA, for example: [x] P1 Cases filed [y] % change in Spend this week. For instance level CTAs it could be valuable to highlight the instance that triggered the rule

Provide confidential, on-demand Gainsight usage data & health score for customers via the community.  Several customers have asked for both.  Thanks

Angie's List's Account Managers would like a way to show the number of Open vs Total Tasks on a CTA (for example 7/10). That way they'd have a quick visual of how many Tasks had been completed on a CTA.

First, it would be great if the features object was "report enabled" by default. Second, it would be very helpful to quickly analyze what features (updated in C360) customers are using by segments, industry, healthscore and other customer attributes stored in GS. Ideally, these reports would be built in dashboards in Gainsight (much like the Cockpit leaderboard). However, it would be great if we could answer these business questions by quickly building graphs using Report 2.0.

Our CSMs currently use several predefined types of interactions to track activity with customers outside of Gainsight. As we move into Gainsight/CTAs to track all activities, it is important for us to have something like a drop down option when manually creating CTAs to allow folks to choose from a predefined list (so, rather than entering a "Subject I picture the drop down option appearing) and not enter free form text for the CTA Subject . This will enable us to maintain standards for reporting and tracking of our various types of interactions. Examples of the types of Activities we're currently tracking from a predefined set of options are: Account Update: this is more of a catch-all to track interaction with a customer that you want to make note of but is not necessarily tied to a scheduled meeting/milestone. Training Strategy Meeting: A scheduled meeting but not one we can automate through a call to Action Customer Steering Committee Meeting etc (the

Our CSM team frequently asks to be able to group the CTAs by reason or priority. Currently the first is impossible and the latter is only available as a "sort" option. Moreover, they would like to see trends of CTAs opened by reason over time for all customers or by customer attributes (or per a particular customer). This will help them identify whether a specific customer has similar issues repeatedly, or whether this is a cross-organizational issue and a process needs to be fixed. Therefore, built in operational dashboards that show CTA trends would be great.

I've trained a few of the CSM members and collected their feedback regarding the cockpit area here. My hope is that you could leverage this feedback to continue to perfect this functionality, which overall adds a lot of value to the team: 1) Terminology - Many of the terms cross correlate to existing terms used in SFDC (Tasks, Opportunity, etc). For example: one of the CSMs has asked me whether a CTA of an opportunity type will now replace the use of opportunities in SFDC. 2) Filter buttons - the pre-filter buttons in the header are hard to understand and/or are not comprehensive enough. For example: it's unclear what happens when you click "show closed CTAs" - would it only show closed CTAs or whether we will see all CTAs including the closed ones. 3) Dialog Box - it's not easy to find the orange arrow that helps expand or collapse the CTAs. 4) Snooze - It's not clear whether adding a reason for the snooz

Having the CTA name derived from the rule name is a bit of an issue for a number of reasons: 1) Sometimes we have multiple CTAs created off of the same rule (it's more efficient). For example, I would ideally like to create one business rule pulling all the NPS scores, but then create one CTA named "Detractor score was received" and another for "Promoter score was received". Instead, I need to create two separate rules to have this quickly make sense to the CSM team. 2) The rule name should easily tell me what it's about, and that doesn't always match what I'd like to CTA name to be. I would love to be able to create a rule and call it "solution review reminder for growth accounts", so I could easily understand what it's about. In this case, I'd like the CTA name to be "Schedule a solution review".

I've talked to a couple customers lately who would love to be able to add specific sections of the 360 into Success Snapshots. Most notably Summary section, Scorecard & NPS results. 

Noticed that the Reports 2.0 and Rules Engine both search on the Object Label when selecting the source object - however, when adding a 360 section, it searches for the API name - this came up with the Opportunities Product object (API name OpportunityLineItems) for Glassdoor. Usually people don't notice because the API name is almost exactly the same, but it stands out as an inconsistency for people working in RE and Reports 2.0.  Can the 'Add 360 Section' related list dropdown behavior be made to look at object label as well for consistency sake?

Intradiem would like to ad Chatter as a related list on the C360 instead of having to leave that page to either go to the Account or view it with extra clicks from a CTA.  Neither Intradiem, not myself or Customer Support, could figure out how to do this even though we can access the AccountFeed object.  I also tried to "embed" the ChatterFeed page unsuccessfully.  It would be great if one of these methods would support the request.  Thanks!

Would like more direct access to all field mappings, sources and update frequencies for the Customer data. For example, we can have several different rules populating the customer info fields but need to access that via each rules. I've used a naming convention to separate Load to Customer rules from CTA triggering rules but it's still difficult to track or we can potentially have rules that overwrite values. In most cases, these are universal mappings and do not require specific filtering and scheduling configurations like we do with CTAs.

A few customers have requested the ability to clone rules. Tell us what you think by voting and joining in the conversation! 

First off, kudos for adding the ability to add milestones automatically! We love using it, and have added a number of milestones automatically so far. Here's a few examples: Orig contract Go Live Transition to support Reference call made However, there are a few enhancements we already have in the other type of actions, but would like to see those added to the milestones as well. There are also a few other enhancements that don't exist at all yet. Here's the short wish list for your consideration: 1) Date range - I'd love to be able to add the milestone when a certain date field is populated. At this point, the source object related fields are still updated manually, and therefore sometimes it takes a few days before we know that the customer had been live for the past 7 days. A possible solution would be to create a criteria where go live date is equal or less than 7 days from rule date, however... som

I just showed the ability to link milestones to SFDC opportunities, and the CSM loved it! For a couple of my customers, we're looking to use the milestones as the database for all advocacy and reference activities. For this use case to be truly effective, we would love to be able to add addiitonal attirbutes to each milestones: Link the milestones to specific contact(s) - For example: if the milestone is about a solution review, we can link all the contacts that participated in the meeting. For a blog that was written by a advocate, we could indicate who that was. Score the milestone - In some instances, it makes sense to be able to score the milestone. For example: If we log a blog the contact wrote, or a call that was made to the custoemr we can indicate how well it went. In the first instance, we could then leverage the score to rank the contact base and get insights which customer contacts should we use for what purpose, rank them

When CSMs are working through CTAs and Playbooks, and they comment and it syncs to chatter, it would be great to be able to so Sync the Chatter information to the Open Renewal Opportunity, as opposed to the Account Level, as the Renewal is where the CSM will be spending all of their time. Not the account at all.. 

When a CTA is triggered multiple times we would like to see the number of times it's been triggered while open. For example, we could have a daily risk CTA that alerts our team of poor application performance for Customer X. We would want to see the number times this rule was triggered for that customer to prioritize activity rather than building custom rules that build higher urgency CTAs based on Y number of incidents over Z days for example.  CTA gets triggered for Customer X on day 1 CTA remains open for Customer X on day 2 CTA gets triggered again for Customer X on day 3At this point I would want to see 1 CTA with an indication that there have been 2 instances of the issue. Updating the urgency for an existing CTA based on repeat occurrence of the issue would be cool. For example: CTA gets triggered for Customer X on day 1 - low priority CTA remains open for Customer X on day 2 CTA

It would be nice if Reports 2.0 could be configured to include decimal points when it comes to percentages. This mainly applies to aggregate averages.

Can we please change the NPS number so that it does not show as a %, so that it is in keeping with the industry standard? Some customers have also noticed this discrepancy.

A few of our customers have requested an on-screen option to see the summary "definition" & "weighing" of scorecard measures (for example with a hover over). They'd prefer a summary explanation of the measure to clicking in to the score & having to scroll to see the definitions of each value - which is a place where they could accidentally change one of the CSM scores. Tell us what you thing by voting and commenting!

From Cockpit > Playbooks, if a Playbook contains more than three tasks, you can't easily scroll or view the additional tasks. The display area is limited to a small box instead of a long column. While there is technically a scroll bar, either my browser (Chrome) or my mouse have a hard time hovering in just the right way in order to reveal the scroll bar. 

I think it makes more sense to let customers use their CTA priority colors as a way to organize the List View, rather than CTA type colors. (Since CTA types are not customizable and neither are the colors.) To me, the red/yellow/green colors from the CTA types imply a priority which may not be relevant to the particular CTA.