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7290 Topics
smondreti
smondretiGainsight Employee ⭐️
published in Archived content
Establish basic risk tracking with playbooksCRAWL

IntroductionManaging risk is crucial for long-term success in SaaS. Whether it's mitigating adoption challenges, addressing product issues, or navigating company-wide changes, a proactive approach to risk tracking can make all the difference. In this guide, we'll start with the fundamentals of setting up risk-tracking playbooks. Why does this matter?A robust risk-tracking strategy can yield significant benefits:Faster Mitigation: With predefined playbooks for common risks, you can identify issues earlier and more efficiently, which will provide opportunities to take action sooner. Scalable Processes: Implementing repeatable processes will ensure consistency across your Customer Success team, helping you to scale effectively. Continuous Improvement: Adjusting playbooks over time based on real-world experiences will enable continuous improvement and adaptation to evolving risk factors.How to get startedHere's a step-by-step approach to building and implementing a risk-tracking strategy:I

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smondreti
Alistair FIeld
Alistair FIeldHelper ⭐️⭐️⭐️
posted in Archived content
Adjust Number of Quick Links in the row

When deploying the Quicklinks widget, the number of links per row is three by default.Default number of three Quicklinks per row While the number of links per row cannot be changed in the widget, you can adjust it with Custom CSS.  Add the CSS code shown below. The number of links will be 12 divided by XX (insert how many you wish):/* change amount of quick links in a row12 divided by number below is amount of links */.quicklink__box { grid-column: auto / span XX!important;}It will look like this: To save click Publish. Here are a couple of examples;XX = 2 XX = 3 XX = 4 

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Kenneth R
Jen.Lyons
Jen.LyonsContributor ⭐️
asked in Archived content
Evolution of Team supporting Gainsight

I’m interested in learning about the different ways teams are set up to support Gainsight, as I need to put together a maturity model for my team of how they’re going to evolve. I’d like to understand how other Gainsight customers are taking requirements, building content, working with Admins and what admin-type work non-admins do within your organization. This will help me think through options I may not be considering as I grow my team. would anyone be open to a quick chat with me? Thanks!!  

500
Jen.Lyons
benwanlessmenlo
benwanlessmenloContributor ⭐️⭐️⭐️⭐️⭐️
posted in Archived ideas
Rules: Call to Action execution records "Comments" appear in HTML

Hello, I was recently creating a new Horizon Rule and finding some trouble in troubleshooting the rule because the execution records that I downloaded had comments in full HTML. It would be easier for me to review the rule results from a test run if the Comments section was in plain text. Best,Ben Wanless

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benwanlessmenlo
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Matt RoweContributor ⭐️
posted in Archived ideas
KC Bot speech bubble

Enable the Bot speech bubble to be configured to show only once - or better still make it’s appearance definable through Audience logic.

324
mmarques
S
spydimukkulaGainsight Employee ⭐️
posted in Archived ideas
Possibility to deactivate pop for CTA update

We have a user who is trying to update the CTA Status from Cockpit and get’s a pop whenever the CTA is updated.Now the user wants us to shorten the amount of time it appears or don’t stack them on top because then they can’t continue to work on updating CTA status. https://share.getcloudapp.com/4guK7m9m   

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jcyoungkin
angela_domenichelli
angela_domenichelliContributor ⭐️⭐️⭐️⭐️⭐️
posted in Archived ideas
Concatenate function in data Management for more than 1 String

As an Admin, I need to concatenate a URL field with a web address, an ID field, and the additional character /view so I can surface a usable SF URL to end users on the c/r360 so they can easily navigate to the Relationship page in Salesforce.  Current status: In Data Management, when creating a calculated URL field, I can only add the web address and the ID, but there is no place for and additional string to be added.Work around: We have a rule populate the field

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angela_domenichelli
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linny75Contributor ⭐️⭐️
posted in Archived ideas
Gainsight Assist- Threaded Timeline Entries

Often when CSMs are using Gainsight Assist in Outlook, they are emailing back and forth with a customer within one email thread. The thread in Outlook ties the conversation together well for quick reference for a CSM. Currently, when emails in one thread in Outlook are created as Timeline Entries in Gainsight, they are created as individual entires. The entries aren’t tied together in a thread within Timeline which adds a lot extra time for CSMs to keep one conversation all connected in Timeline. It’s not a fluid experience and impacts efficiency. How can we improve the experience of having threaded emails tie to one Timeline Entry in order to improve CSM efficiency and improve visibility of a whole conversation ?Many thanks!

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L
E
edgarmsiContributor ⭐️⭐️
posted in Archived ideas
Create "Delay Send" Button for a CTA Activity

Would you consider creating a “Delay Send” button for a CTA Activity? The purpose would be to Log the Activity on a future date. We keep track of Engagement Type activities and our CSMs are held to the criteria set.   

50
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dayn.johnson
dayn.johnsonVIP ⭐️⭐️⭐️⭐️⭐️
posted in Archived ideas
Additional options to link styles in JO templates?

Idea: would it be possible to add additional link style options in the new email template builder?Some ideas include:text decoration (ex: style = none) so we could remove the underline that appears by default target (ex: target_blank)Another thing that would be very useful would be able to put a # in a link so we could remove the “download” option from certain images. Sometimes we don’t want to link an image anywhere, and the link tool doesn’t allow a null link. 

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dayn.johnson
revote
revoteVIP ⭐️⭐️⭐️⭐️⭐️
posted in Archived ideas
Recently active view and Ideas - related product visible

Now when you have multi-product community I found that when new idea is raised I would like to see the related product, for example in Recently active feed. With that I dont have to open and read the idea what is not related the product(s) we are using. I am sorry to say but I am not interested all the products what you have 😃 Please look screenshot, I wish the related product can be seen there as well. 

91
anirbandutta
gunjanm
gunjanmExpert ⭐️
posted in Archived ideas
Gong Attendees

In Gong, we can see that the actual attendees are listed. In Gainsight’s equivalent Timeline Activity, we see all invited attendees, regardless of whether or not they attended. This will prove to make any sort of automation around EB or Champion Engagement inaccurate and troublesome. Is this being worked on?

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gunjanm
Chelsea.holfield
Chelsea.holfieldContributor ⭐️⭐️⭐️⭐️
posted in Archived ideas
Sponsor Tracking Notifications

Instead of needing to create another CTA or reporting for Sponsor Tracking it would be great if users could turn notifications on or off in the “Event subscriptions” section of “my settings”. This would allow people to get notifications how they want instead of adding another CTA, when typically these are truly just notifications to the CSM. 

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Chelsea.holfield
prathap
prathapContributor ⭐️⭐️
posted in Archived ideas
Ability to add dimensions

Hi Team,   I have a feature request from users - “In Adoption explorer for “Analytics with Gainsight Milestone” we allow only Date as a dimension but users are looking to add other dimensions for generating the charts. As of now we don’t allow this but can we consider this as an enhancement and provide the opportunity where users can add the required dimensions too.”   Thanks, Prathap

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mangererContributor ⭐️
posted in Archived ideas
Ability to add subtabs under the primary menu items

We would like the ability to add sub-tabs to better categorize information in Gainsight. 

71
CC Admin
saltamash
saltamashHelper ⭐️⭐️
posted in Archived ideas
Allow selecting/de-selecting all fields when migrating fields via X-Org 2.0

Currently, while trying to migrate fields on a object, by default all fields are selected without an option to deselect all the fields. It’d be great if there is a button to select/de-select all fields in one go.

00
saltamash
tmorgan
tmorganHelper ⭐️
posted in Archived ideas
Default Date Range for Survey section of C360

For the Survey section of the C60 the date range defaults to last 365 days. We typically only do a NPS survey once a year, so it would be more helpful to us if we could default the date range to the last 3 years to be able to see a wider range of survey data. The user must go in and change this to see the surveys from the previous year and it will reset back to 365 days even if they do change it.

110
tmorgan
tmorgan
tmorganHelper ⭐️
posted in Archived ideas
Allow a Logo to be Added to the Customer Journey Widget

Would like to be able to add a Logo to the Customer Journey Widget that displays our Customer Lifecycle to end users so that they know what the Stages at the bottom of the widget mean. It could be a pop out on the widget with information such as text with the Stages and a description of each.

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tmorgan
alizee
alizeeVIP ⭐️⭐️⭐️⭐️⭐️
posted in Archived ideas
User Activity History Not Migrated

Speaking on behalf of the CS Community: I know a few of us struggle remembering what we posted or didn’t post and sometimes struggle to find it when we search. I often check out my own activity to go back to some of my posts if I want to add some flavour to it, and I notice activity hasn’t been migrated.Can we please bring activity history back? See below what I can see: Thank you!A

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anirbandutta
T
tmillicanContributor ⭐️
posted in Archived ideas
Gainsight Assist Outlook Add-In

I prefer leveraging the Outlook Add-In when accessing email templates and/or sending non-templatized communication to customers and consistently leverage the add to timeline feature.   When new email is received from a customer and want to add to the timeline, the date that’s published in Gainsight is the date when timeline record is created.   It would be a huge value if the add-in had the ability to apply the actual email date, not the date you sent the email over to timeline.    This is a true representation of the activity date for a CS historical record.  

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anirbandutta
dayn.johnson
dayn.johnsonVIP ⭐️⭐️⭐️⭐️⭐️
posted in Archived ideas
Action Outcomes in New Dynamic JOs Mapped to Participants?

I stumbled on this old (solved) post from a few years back, and want to re-open the idea, now that the new dynamic JOs are quickly approaching GA.  It would be awesome if we could take one of the new dynamic JO Action Outcomes and map that outcome to a participant so it could be used in other programs outside of the program they’re a part of. Especially if we didn’t need to run API calls to achieve the result.Ex: participant A engaged with a specific email, so they are now eligible to receive a different program, can be filtered to this audience, etc.While we could build follow-up actions in one program, sometimes we need to have separate, standalone programs to make it easier to make small changes without stopping and starting long-running programs.

110
dayn.johnson
T
tfrissContributor ⭐️
posted in Archived ideas
Ability to Filter Activity Types in Reporting

In Analytics, ‘Last Activity’ includes users who registered. We want to be able to remove ‘Registrations’ as counting toward ‘Last Activity’. It would be great if we could choose which activity types we want to report on, to get a true understanding of how users are engaging with our community. 

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T
TMaier
TMaierHelper ⭐️
posted in Archived ideas
Relationship vs Company Scorecard Config - Dedicated Default Activity Types

I’m working on some scorecard config and have discovered that it would be VERY convenient is we could set a Default Activity Type for Company and Relationships independent of one another. From what I gather, the current config is global to both levels, but it would be advantageous for us to be able to mandate a specific Type for either (can customize based on level, easier to report on either, defaults make it more convenient for users).  While making this entire Settings screen specific to which level’s page you are on IS an option, it seems like setting a different Scheme / ranges for either level is probably a more unusual use-case. Adding a second Default Activity Type dropdown for Relationships (and renaming the existing one to Company) would be good enough for me.

160
TMaier
heather_hansen
heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️
posted in Archived ideas
Allow Creation of Metrics for Non-Admins

While we are definitely going to provide a list of metrics for our CSMs in Customer Goals, there may also be instances where they need to be able to customize/create their own specific to a customer.  I thought maybe I could create a generic one, and then, they’d have the ability to rename it, but appears that’s not the case. 

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heather_hansen
spencer_engel
spencer_engelExpert ⭐️
posted in Archived ideas
Add Better Filtering Options in Report Builder Administration Interface

This is not about building individual reports, this is about the filtering options in the report builder screen that contains all our reports - i.e. these options:  At the bare minimum, it would be very helpful to have a “used in” filter so that we can easily filter reports that are used in certain dashboards, 360 layouts, etc. I realize folders can be used to that same end, but sometimes we have to do a bunch of cleanup first :)

490
anirbandutta

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