Archived ideas

Current situation:The Company Object cannot lookup directly to the SFDC account, therefore, we need to import fields from salesforce to use in reports and rules.  This is done hourly and is a big constraint on the system prone to errors when there is a Salesforce upgrade or changes in Salesforce.  Here are just a FEW of the RECENT headaches I have personally experienced with the field duplication in Company vs. a lookup:Salesforce deletes fields that are imported with Gainsight Connect and the job fails Company field is a different type (such as String) than the Salesforce field (such as picklist) and I can no longer use 1 global filter for reports that use either account (CTA) or Company (Scorecard) to surface that field Note: I tried to create a new field with picklist type, but the string field is embedded in so many workflows that we cannot remove the mapping from the string field, and we cannot use the same account field to map to 2 Company f

Very pleased with relationships. To make it even better would be to have relationships within a relationships (a tree data structure). Our customers are provisioned application environments (relationship level 1) and those applications have various modules and feature (level 2 relationships to the application level 1 relationship). Maybe there is another way others have found helpful to manage, track and act on “sub-relationship”-type features/modules? 

Hello fellow GS admins, In an attempt to make CTAs and tasks a bit more suitable for a project management use case, we added a new custom field to the task object, called “Completed 0%”. This is a drop down field, and the user will manually select the value. The question is, is there a way to mark a task completed by selecting the “100%” value in the dropdown field? Is there a way to trigger something like that?  Thank you,Tal

Our CSMs have various playbooks that are associated with different CTA Reasons, but currently the system only allows Playbooks to filter based on CTA Type. In order to provide a better user experience, it would be helpful to allow for admins to configure playbooks to be dependent not just off of CTA Type but CTA Reason as well to reduce the number of playbooks selectable to only those that apply to the Reason.

I’d like to create a report that shows @mentions for specific executive users. The Activity Timeline MDA object will not allow filtering by notes field. This should be a relatively straightforward report where Notes contains @username. Any workaround I’m overlooking?  Any reason why report builder will not allow this query?

Can the weekly Gainsight usage report be adjusted so we can filter out view only licenses? Or have another set a report that excludes view only licenses?We cannot really use the Gainsight Weekly Usage reports because they calculate adoption for both full and view only license users.In our realm, Full Gainsight License users have different usage behaviors than Gainsight View/Read Only license users.  Therefore (for us), it does not makes sense to benchmark them the same as full users.  Full users have more steak and responsibility in Gainsight where view only users just need to periodically view information.  View only are usually granted to the Sales team or any other miscellaneous team that does not heavily engage with the customer or may just need to view / read data.  

Is it possible to display dates in different formats when used in email templates? For example, we want to automatically send a renewal reminder to a customer when the renewal is due. When referring to their renewal date in the email template we want to display this in a more human friendly way. So a renewal date of 02-28-2021 would read February 28, 2021 or 28 February 2021.Thanks for letting me know how to do that!

Hi Team, It would be great to be able to give access to a single journey to a single or multiple individuals without giving access to all journeys to everyone. We have multiple teams using Gainsight and certain teams should only be able to see certain journeys or journey analytics. 

Use Case - When creating Success Plans, Objectives (or CTAs) are created. From there, one creates a Task to submanage the details. Because these Success Plans are often complex, a particular Task will often have many needed details, people involved, due dates, etc. Currently, you can’t track those Task-level details in Gainsights. The current method is  to manually enter in that info on the Description tex field of the Task which gets cumbersome and untrackable to be candid. The Timeline workflow is pretty robust but is only associated at the higher level (Objective level). The problem - How to track all the followup details (calls, meetings, events, etc.) at the lower Task level. It’s a project management type need commonly solved in products like MS-Project or even to-systems like Asana/Wrike.Possible solution - Create a Timeline type workflow to be linked to the Task Level. Thanks for the consideration and dialogue.

Hi Team,Currently we are showing only top 50 unread notifications do we have any plans to show more in the notifications ?  

Use case: After deploying a PX survey, I may get thousands of responses, many with written comments. This makes it challenging to get any insights from the comments. Request: The ability to integrate with a 3rd party text analysis tool (such as MonkeyLearn) to save time and get better insights from the comments. 

Posting on behalf of customer:       Currently, in engagements users can be filtered based on Rules in Audience logic.       But one of the client wants to limit the submission of surveys to only one user per account. For suppose, if one user from the account submits the survey, then the survey should not be shown to other users within that account. But the same cannot be implemented with the available set of rules in Audience logic.       It would be helpful, if there could be such filters to show survey to only certain number of users with in each account. 

Hi Team, I am creating this post on behalf of a customer who raised this issue. Fields Case object::Owner ID Email and Case object::Owner ID Name are not visibile in either JO query builder or Rules Engine for NXT or NXT+SFDC edition customers. However this is not the case for pure SFDC edition of Gainsight. More context : Owner field in Case object is looking up to 2 objects (kind of WhatId type field in Gainsight). The lookup tree for these type of fields is not supported in NXT or NXT+SFDC editions. I request you to kindly implement a enhancement to make these fields as visible as these fields are visible in UI in report builder and not in Rules/JO- Query builder. Regards,Jagadeesh

I am looking to try and keep my NPS survey on brand as much as possible. Is there a way to import fonts into the theme or would I need to draft the NPS template outside of GS and import the whole thing? Currently there are only 4 fonts and a default in the drop down. I have had numerous end users question the NPS as SPAM or phishing emails as it does not represent the brand images/format they usually see.

I love the journey analytics dashboard, it’s straightforward. but it’s missing one critical piece for me..I need a table that looks just like the template performance table, but that shows template Variant performance! We use template variants depending on which product line(s) the user is subscribed to and need to understand email performance for each variant. 

We would like to be able to customize the message after a customer opt out of a survey to indicate they could receive other kinds of emails. Right now, the content is generic and does not indicate this information, it just says your preferences have been updated.  

Hi Team, One of my customer is build a rule with multiple tasks and they have linked each task with group of actions and each group has multiple actions in it. Currently we can re-order the actions in each group. Is there any way for me to re-order action groups in the rules engine? Basically they need the group shown at the bottom to run before the other actions that precede it. Currently, users don’t have any way to do it and they deleting the action and re-creating it again. Best,Hardik 

The help text icons should really only display if there is actually help text to display. It’s misleading...That’s how it works in SFDC…  

Hi Team, Currently for Surveys 2.0 under Themes section for adding description we can add only text but not any links . When ever we add any link it is taking as a text. Any plans of implementing it in coming up days ?Sample Screenshot  

It would be a really cool enhancement to the chrome extension to enable users to add their email contacts as GS Persons. Our CSM’s currently use the SF extension in this way (but would prefer them to be using just one thing).  

HI Team,Our Gainsight-Zendesk integration is generally based on data we get from our Salesforce instance.  We have an issue where accounts often get stuck in a state of limbo from the front end Zendesk widget, and throw an error.  This is within the Zendesk ticket itself when trying to pull up the Gainsight integration on the right hand side of the ticket:  The root cause is that Zendesk users will encounter this message if duplicate accounts have been merged in Salesforce, or if an account has been deleted in Salesforce and the Zendesk Org ID needs to be remapped to the appropriate Salesforce Account ID.This puts a lot of the extra work on us to have to remap accounts from the back-end to allow for correct mapping to take place, which can be very time consuming.  There is no current way to re-map from the UI o

I’ve been creating a lot of Boolean fields in custom objects lately, and it’s kind of pain to have to go into the color customization in report builder every time to select to display them as Red and Green.  Would be nice if either a) you could select the color when you were creating the field like you can with picklist options or b) the system would default the colors to red and green (with the ability for you to change that if you’d like). Maybe I’m the only one that likes the red and green to display this though.  :)

Hi Team, One of my team is looking to use the fields from the SFDC objects like (account, Customer info) in the success snapshot 2.0 template. They would like to show the data from the SFDC object related instead of MDA and above objects are one’s which are used in day to day life.Currently, we are supporting only two objects named as (company and CTA Group). SS: https://share.getcloudapp.com/NQurlGenBest,Hardik

Hello Gainsight Team, We have recently deployed people maps in our org and it is not up to par with the functionalities we need. I have listed a few Ideas regarding being able to customize per our company needs. Being able to Customize Influencer look up tables. (high priority) Currently, the Influencer action allows for you to add from Gainsight user object or Company person object. Due to ADP only deploying Gainsight for our client success department, other ADP teams are not active users in gainsight. We have found that you can not add anyone that is not an active gainsight user as an influencer within people maps. This creates an issue as ADP Sales, ADP Service, ADP implementation, etc. can all be classified as influencers but per the limitation of People maps, we can not add them. We propose this to be a more customizable field from the People Maps Influencer object where we can remove the lookup for our Gainsight user object.

Contacts relation. We tag contacts into tons of timeline activities and CTAs but have no way to see ALL historic activities related to that contact. If I am call the CMO, I want to more easily find all the times she has been tagged into activities. When was the last call she was on? How many has she been on over 3 years of being a client? I have to keyword search the name, but if there are 2-3 Sarahs at that firm, I get way more than what I am looking for – must sift through.