Archived ideas

In C360, you can add Tags to a customer. You can also bulk assign them using the Customers tab. Is there a way to import tags to apply to certain accounts?

Search should support the ability to lookup company<>relationship - ie company name relationship name in same bar. 

When adding boolean fields to 360 sections, it’s sort of tough to immediately distinguish checked and unchecked values. (example in screenshot)It’d be easier to quickly identify true and false values if there was a higher color contrast or a different color for fields marked true.    

When you share a private link it pulls the community meta info vs the topic itself. We’ve had a workaround (see attached image) to add context for recipients during our private beta pilot, however, as we get ready to launch a hybrid public community we’ll have to change this meta copy to support SEO.Is there a way to have separate meta info for private link shares so we don’t lose the context between sender and their recipient?

We would love the ability (at times) to control or enter how many CTAs we would like to fire, mainly when we are testing new email templates and playbooks.  Use Case:AB Testing: We find ourselves doing more AB testing to validate if CTAs and/or engagements are providing value to our customers.  When we do these AB type of testing, we would like the ability to fire a batch of CTAs with one playbook/email templates and another batch with another set of playbooks/email templates.  Right now, we have to manually go into the rule and fire the CTAs either based on CSM or Company Name starts with ‘A’ in order to get a subset of CTAs to fire.   Ideally, if we can somehow have functionality in the rule where we can state how many CTAs we would like to fire on the Actions section, it would make life so much easier for these types of test.  

Is it possible to create a custom CTA view for the cockpit that filters to only CTA’s that are created from the tasks from a meeting timeline entry of a certain type? We want a view that shows open tasks from a specific type of customer meeting, e.g. SBR. So I would need to filter on a field we have on the timeline entry for the type of meeting (drop-down). Thanks

I have a customer that would like to be able to update more CTA fields / create if not already in place. For example adding updates the the fields they have in the CTA groups.   

It would be great if users could save some number of custom global filter settings in renewal center. This would primarily be intended to benefit managers, leads, or other roles that need to bounce between a variety of settings with relative ease. This would enable these users to more easily focus their view on a specific team, segment, etc… which they may need to view regularly, rather than having to recustomize their global filters regularly.

Hello! We are looking to lock the CTA’s down to only have the CTA owner or anyone with a managers attribute to be able to close the CTA. Is there an easy way to accomplish this that anyone else has employed? 

As a company we do not use Microsoft PowerPoint by default.  This makes using Success Snapshots challenging. Would like the ability to pull in a Google Slides presentation, given a URL to format the Success Snapshot template, then provide ability to import directly back into Google Drive as a slides presentation.  Don't know if that's possible but would be a big value to us.

Hi Community!    I’m looking to move our CSAT surveys to be sent through Gainsight. Gainsight is great at reporting the score responses (1-5), but I’m struggling to be able to calculate the Satisfaction Score %.  Satisfactions Score % = # of satisfied responses (score = 4 or 5) / # of total responses I can get static scores by using Data Designer; however, that’s not scalable, particularly if we want to view the data by.. CS Segment CSM Quarter Changes over time Etc.  Has anyone else found a good way to calculate and view this data in Gainsight? 

I think it would be cool to do a standard CSAT survey question, similar to our NPS question.  This format could have a range that is set in Gainsight Administration, but once chosen maybe its semi-permanent, with a warning that changing it breaks historical data. The key to this is having an object that owns that data once submitted, tying it directly back to the Survey Participant and Account records, very similar to how our NPS responses are set up. Advantages?  Customers who create CSAT type surveys can now quickly and easily build reporting that takes advantage of the quick relationship between Survey Participant and Account.  There is a lot of quick, meaningful reports that I can build off the NPS Response object.  However, to build a CSAT report, I have to either 1) build a data space or 2) dump the data into an MDA table.  Either way, its not clean because of how we store the answers in Gainsight. Even

Depending on a survey response, we would want to give a different playbook, but the CTA generation in a program does not give the option to add multiple actions or criteria like you are able to in rules

We have a long article coming, with lots of small tidbits. It would make navigation of the article easier if there was a way to create a “table of contents” where we can create links to certain points within the article. 

We run rules more than once in a day and hence use scheduler. Sometimes we see records updated several times in the day and serves the purpose of the rule. However there are some days where we have no activity and hence the resulting records are “zero” and it does not make sense for the rule to run. If it runs for zero records, we also seem to be losing the history. Ideally having it run only when there is 1 or more records and tracking the results (pass or fail) would make sense.

Our Gainsight instance is based in the EU, however sendgrid is based in the US and we have some customers who do not allow us to send their data (email addresses, names) outside the EU, which means we can’t contact them via emails through JO :( This is going to become more common with our EU/EAA based customers too, so will become a bigger issue for us. Are there any plans to partner with a provider based here also (or have sendgrid use EU based servers for your EU using customers?)Thanks, 

Hi All,Currently If we export Audience/Account Data, all the columns data is getting exported instead of only the selected columns. But it will be very helpful if we can give option to export the selected columns. Regards,R Satheesh

Often when I create an engagement, I don’t want to start with one of the templates. I end up choosing a random one and then deleting all the information and replacing it. It’d be nice to start with a blank step.

Quite a number of our team are frustrated with the Add Person functionality in Gainsight. It's come up several times over the past monthsAttached is an exchange that happened recently, and also a suggested way to resolve the frustration. Name blacked out for privacy, of course.It would be great if the Add Person workflow was smoother.  

When i change the due date for a objective CTA in a success plan, it just only cascades the date adjustment to the tasks under the objective CTA but not across all CTAs’. Am I missing a configuration?

We are trying to reference the Outcome fields from an Activity on the timeline in a new report, but the successful/unsuccessful options have a data type of dropdown. Because of this we are unable to complete the reporting we want.Please add this and other report types to the group by > formula > data type options.Thanks!

I really like how CTAs, timeline activities, relationships and customer objects are hyper-linked when you bring in a particular field into a report/dashboard (name, subject, etc.) so that you can navigate directly to C360, R360, timeline activity, CTA, etc. directly from the report/dashboard. Would be great to extend this functionality to user names and have a page for a “user profile” (or User 360 if you like) so you can easily see person’s title, reporting tree, email, etc. all accounts they manage (if they are a CSM) and other relevant data on user.Currently I pull names associated with an account into reports but to figure out who the person is people have to look up name in another system which is inconvenient. 

Currently Success Plan notifications are centered around the assigning and status change of the CTAs themselves. We would like to take this a step further to enable our consultants to auto-schedule and get notifications on the various action items in the Success Plan. With the current functionality, if we have a success plan for each client, that means the consultant will have to not only create the individual objectives but then also add them to their overall calendar (Google). Cockpit just isn’t as user friendly or visually helpful to seeing all of the upcoming action items/meetings. It would be cool if we could feed the objectives into a list of reminders/events on the calendar. Is this an upcoming functionality of the calendar integration with GSuite?

We have a channel where people around the company can engage with the Customer Success team. There are some great questions and conversations.The question I don’t like is “who is the CSM for _____” which is, of course, data that they can source on their own.What I’d like to do is be able to invite the Slack integration to this channel and have it subscribed to the message event and basically listen for that phrase. It can then come back and offer to help the user directly, as well as offering additional insights to the customer. We could reduce the CS work to reply, get the requester a faster response, and actually create more awareness of the data that is available through Gainsight.

It would be very helpful from if it was possible to sort and search columns of aliased values in Report Builder. For example, being able to sort an aliased column of booleans by Yes/No instead of true/false.  The same applies for grouping and pivoting.