Archived ideas

I have a customer that would like to have the ability to share timeline activity details from the Objective section in Success Plans with their customers via Shared 360. This way they can have their customers easily access information on the different events and updates that happens in their Business Objective. Currently we only have Customers, Call to action , Case, Opportunity and Project tabs shown.

One of my customers shared an idea that I really like, and thought others might as well. When using Success Plans, most CSMs are managing many at one time. In order to review your active Success Plans, you either have to go to each C360 separately to manage, or your admin has to build a dashboard for you to see what all falls under your accounts. Same idea when you need to create a new Success Plan: you have a quite a few clicks to get this done. It would be awesome to have an out-of-the-box tab similar to Global Timeline, that shows ALL Success Plans within an org, allows you to filter by key attributes (owner, status, type, etc.), and *most importantly* allows  you to create new Success Plans directly from here. This would reduce the # of clicks it takes to create a Success Plan on an account, and reduce work for our admins that are typically creating custom dashboards for teams to manage their Success Plans.  

As the title states, our Product team is wanting to use Max Diff questions in an upcoming survey and I don't see it available as a question format (Surveys 2.0). Are there any plans to add this as an option? I'm looking into seeing if the ranking and/or matrix formats are possible workarounds, but my research into the value/benefits of Max Diff shows neither really get the same level of insight.

I am working with a customer in which she wants to navigate to Tasks by creating a report on CS task by clicking Task Name. I could see that CTA name is hyperlinked and it navigates directly to associated CTA but can someone please suggest is there a way to achieve it or any near future possible enhancement?  

Currently: All feedback from a customer is input into the timeline description free text box (with formatting to split sections). The timeline activity is then given a primary tag (custom field; dropdown list) and secondary tags (free text; can't sync multi-pick dropdown lists w/SFDC). Reports are then run to display all activities with a certain tag; however, manual editing of description is required to filter out just the relevant feedback.   Customised timeline logging (top) & reports on activities by tag (bottom) Ideally: Feedback from customer can be input separately and tags given to each section independently. (Id

When using Journey Orchestrator it would be helpful be able to select and send a sample of a particular variant from Programs or Outreaches. Currently, we have multiple variants based on language of the contact. When selecting "Preview" from the email task in Programs, we are presented with random sample of contacts from the participant list but there is no way to determine what variant they are being sent without clicking on each one. We would like to be able to view a Preview of each variant and send a sample copy internally to review how the final copy will display in an email application. This would help us with quality control to ensure fonts, links, spacing, tokened fields, etc are all displaying as expected when delivered.

Hi Gainsight, I would like to submit a request for CTA/Playbook analyzer. We are trying to stop using a CTA but before we do, want to know where this CTA or playbook is being used. We would like to know if this CTA is used in a query in an email program or a rule before taking it away - so that way, if we stop it, it will not affect any other program/rule we’re unaware of.

Email assist only allows you to use an email template once in a task. What if the user needs to send another email with that template? There is no easy option. It would be helpful to have an option to duplicate the template or task. As a work around, if the task with the email template is closed, do a "replace playbook" and it will pop in again under the CTA. The issue is it would copy any tasks that are not closed. I've tried to see if it was possible to re-open the task to do this but that does not work. If you ‘Edit Task’ and change the Status back to “Open”, here you get ‘Validate Email’ but trying to send the email will just hang your browser. (btw just changing the status not using the edit method doesn't give you validate email again.)

Attachments from Email Assist does not sync up to Timeline. When do we plan to add this functionality?

Customer raised a ticket in which the currency conversions are all wrong in GS. After debugging we determined the currency conversion is not supported in the MDA. No workaround is available. 

When viewing timeline notes in report, rich text formatting is lost. Would like to explore ability to maintain RTF in reporting.  Our specific use case is exposing certain timeline activity types to clients via Share360 such that they’re able to review call notes our teams take collaboratively during Share360 review. While our internal timeline notes are formatted RTF, that formatting disappears for our clients. 

We want to orchestrate a workflow where when customers perform specific actions in the app and we can pull that data via PX and auto adjust tasks in their Success Plan.  Today we can only create/close whole CTAs.  Would like the ability to auto close individual tasks within a CTA.

I've made extensive use of the Gainsight PX API and so I know that fields like lastSeenDate and signUpDate can be specified in milliseconds as part of the filter. However, the UI (eg: Audience Explorer) seems only to allow filtering at a granularity of days. Is there any way to do fine-grained filtering in the UI? I have tried using a URL (eg: https://app.aptrinsic.com/users?firstName==Matt) but that doesn't seem to work. Thanks, Matt

Currently, when you link SFDC objects to CTA Types you can only choose “string” fields from the object to display in the search for the end users.    Use Case: I linked the Survey Record Type object (we use Qualtrics) to a Risk Type CTA, so that the CSMs can link the appropriate NPS Survey Record and fill out some fields that are required in SFDC without leaving Gainsight. However, because I cannot add a date field to the search section, it’s is very difficult for them to choose the correct record. 

I'm trying to create a report to show CTAs that are in a certain status, and I want to also show the Age of those CTAs, however it looks like the Age calculation is based off of the Created Date and not the Due Date. Do I have a way to change that, and if not, there should be another field for Days Past Due Date (or I'd like to be able to do that calculation)

There are often scenarios where I need to help a customer remove duplicate values in the MDA for some reason or another. It’s not an easy or repeatable process.   Would it be possible to make something like this more embedded in the product, similar to how Microsoft Excel has a one-click button for removing duplicate values in a table?

It’s incredibly painful that I cannot copy or paste into a rules field.  When you’re dealing with hundreds of tenants across various segments, it’s not fun to have to manually do this when groups need to move.  

When adding Slack users within Admin->User Management - Add Users from External Systems: The page has no search functionality or discernable sorting. This makes finding specific users within many pages quite difficult. I've heard this is on the roadmap but wanted to get a post made here.

I am working with a customer in the UK and they need to be able to see currency values in both the euro and the british pound. Right now only one currency is supported. Additionally the currency fields on the My Customers dashboard do not reflect the settings in the Company Application Settings.

In our reports builder and rules currency type fields do convert when you aggregate. All it takes is to perform a SUM aggregation for that field. In reports, SUM on the Currency Field when it is pivoted by a field in the "By" Section would also convert values. However, given a tabular report with nothing in the by, you will get the non aggregated data value. Also, if the report is already pivoted to a column chart or etc, drilling into a column that sums currency, drill down table will show the raw value of the currency instead of a converted value. This is an issue and it would be really nice if we can check a box that says "Convert Currency Fields". The around is to use rules and push values around, but that can be a real hassle, especially when a dashboard has to be made. 

I'm in the midst of testing the syncing of Activities from Timeline to Salesforce Tasks, but it's tricky to do when I have to have 50 Activities before a sync happens, or I have to wait for 30 hours. I'd also like to be able to demo it live to my CSMs. Therefore, it would be handy to be able to trigger a sync manually.

Hello I have seen many posts talking about Sync between GS -> Salesforce (Events), but I would like to know if it has something that does the reverse. Salesforce (Events) -> GS Timeline I ask this because we use a Call monitoring tool that saves the information in the Event object as well. We would like to know if you can take this information to the GS timeline or integrate it in other ways to make this kind of control. If the community could share how do you control CSM's call capacity as well will be great. (features, reports, softwares). Thank you.

Many of our playbooks include an email assist. CSMs add customer specific attachments when sending the email however these cannot be viewed in the Timeline post. You can see the attachment has been added but cannot access it. Our Salesteam or Executives would like to be able to view these attachments as they contain key information. Is there any plan to make them accessible?

As of now, we don't have bidirectional sync on Activity Timeline. Would it be possible to have this in future as this could really eliminate the redundant work hence removing the double effort for the CSM's. As of now, if we send an email to a customer it gets logged in Salesforce and as of today can't sync it to Activity Timeline in Gainsight.

In the c360 I have a related list of Contacts that we have pulled into Gainsight and I would love to not have to keep checking the "Wrap Lines" checkbox and only have to check it once for my preferred view.