Archived ideas

At the moment, when you send an email template through Gainsight, you are provided a To: field and a CC: field but no BCC field. It would be nice to have a button to insert your Email to Timeline BCC address so that the email you send is captured on the timeline.

Is there a way for me to add a lookup that would allow me to access the individual scorecard metric labels not just the current and previous scores? I'd only need the current label, not historical info. Or would this be better set up using a rule to load each metric to an individual field in the company MDA table? We are using Scorecards 2.0. Use Case: We're trying to create an internal dashboard for CSMs to use when conducting internal strategy meetings with the sales team for that account. One place that would hold ALL of the info they need to discuss instead of jumping from the scorecard, to C360 to Timeline, etc. The ask is for a report showing the overall metric label (A-F) and then drill down into the data that feeds that score. One example is a metric we've built off of Strategic Engagements, which we log as a select timeline entry. I'd want the dashboard widget to show 'A' for the Strategic Engagment Metric and the

Hello, I see in the documentation around cockpit list view configuration that views may only be configured by users, not globally by admins. Why not have both? I recently reintroduced Gainsight to a team of folks who are confused when logging CTAs as closed because they do not show up in the My CTAs default view of the cockpit. Rather than educate a team of 23 people on how to individually set up a custom view to include their closed CTAs, I'd like to just change the default view to include closed CTAs. Why isn't this an option?

When generating Success Snapshots from Gainsight, the product uses the Salesforce Locale for the OAuth user from the initial setup rather than the person who requested the Success Snapshot. If your Success Snapshot has reports with dates, you'll see this issue if you have global customers. In our case, our Salesforce Admin is from EMEA uses a Salesforce Locale where the date format is dd/mm/yyyy. Most of our CSMs are in North America where customers use mm/dd/yyyy. But we also have CSMs in EMEA and APAC. We would like Gainsight the date formats in Reports in Success Snapshots work the same way as Reports that would be viewed in Gainsight - applying the Salesforce user's Locale. This will make Success Snapshots consistent with normal reporting while serving global organizations better.

I encourage my CSMs to take advantage of being able to filter the reports on their dashboards by themselves. They will use them to change the date range, or view different data from any individual report. The problem is that there doesn't seem to be a way to then reset these reports back to the way they were originally created. The CSMs don't always know what the original filters were and end up getting stuck with reports that don't give them as much information. The filters seem to persist even with a page reset or after multiple days. It would be nice if there was a reset button on an individual graph like exists for a global filter.

Posting on behalf of customer. Currently when you filter by the customer averages in the NPS tab it averages all the NPS responses by the account and not by the actual participants in the survey. In the future it would be nice to have the functionality to filter not only by the accound averages but by the participant averages as well.

The new functionality released recently is helpful but I have feedback regarding this feature to improve its flexibility. The idea of emailing meeting notes into Gainsight has received great feedback but we are facing some challenges into its adoption 100%. The reasons are its limitation around the following: 1. Our Team uses a project management software and we are running into technical challenges into emailing meeting notes from this app into Gainsight. The workaround is to send an email to user's personal email and then forward those meeting notes to external and internal recipients. This is adding overhead and involves same amount of effort as copy/paste meeting notes in Gainsight 2. Email Activity Type: Our Timeline activity types are added based on the milestones within customer journey. When we send an email to gainsight, all such interactions are added into Gainsight as "Email" activity type irrespective if it was a

it is very critical for us to be able to attach emails to timeline activities. for example, if there is an important email thread with a customer , we can't copy the whole email to the activity notes. is there a plan to add this function, if so when? if not, how can we raise this as a feature request ?

We don't use Chatter within CTAs and don't plan to use it in Success Plans for the time being because there is no way to disable the ability to attach files via chatter. Therefore it would be great if the Collaboration tab in Success Plans could be hidden if you don't have it enabled.

If an org reaches their maximum draft count it would be helpful for an admin to have the ability to write a report that would show them what account has the drafts and what users are creating them so they can delete them en mass to clear some space.

Doesn't look like this is available, but customer would like to clone templates. 

We have been receiveing requests on the inclusion of Success plans and C360 in Success Snapshot 2.0. Is there a timeline on these capabilties to be included in the product?

Currently when renaming the R360 Section (Person) it will reflect what is named on the left, but the section name is still called 'Person'. This is slight confusing when looking as these do not match up. On the Person section for R360 pages: --Allow the "Person" header to be customized/changed. This doesn't make sense to a CSM, they don't understand the object structure of Gainsight. --Allow sorting on the columns --Allow column resizing

 I was contacted by a customer via chat who was wanting to see if it was possible to remove/edit a certain powerlist contact who had contacted him after the advanced outreach was published requesting that they substitute another contact within that company to take the AO survey. Currently there is no way to edit a published AO, you can either pause the AO (but still not edit anything) or stop the AO an move all of the contacts to the end of the workflow. Is there a possibility where we could allow small edits on a paused advanced outreach?

JO Programs and Email templates are currently only visible in a single list form. Is there any way to group them logically into hierarchies or folders to create more structure and organization within JO? Here are a couple ideas: Allow users or admins to create JO and email template folders with the ability to either click and drag email templates and programs into folders [list] Folder ideas: Onboarding, Product Announcement, Renewal, Survey, etc Allow users to assign types and email templates and JO programs to allow for better filtering Allow for archiving of programs and emails for future recall [/list]

Success Snapshots do not appear to be currently compatible with Custom Slide Types building in Powerpoint. Adding support for this functionality would make the feature more versatile.

Currently we are only honoring Gainsight Slides when using success snapshots (title slide and blank layout.  It would be nice to be able to support additional slides.

I'm not sure if anyone has requested this yet, but it's weird to me that you can't sort objective names in alphabetical order. We have some standardized nomenclature for objective names that we want to keep in the same category, so there's no good way to group things together if you can't sort columns alphabetically.

A request from our CSMs is the ability to sort their cockpit by CTA Name. Most are currently grouping by CTA Type, but have multiple CTAs within that type. For more efficiency, they like to do all 'like' CTAs one after the other instead of flipping back and forth. We know they can 'search' by CTA name (but have to do that each time they leave/refresh the page) and can filter/create a custom view to only show a specific CTA Name (but that is a little too limiting since you lose your view of everything else).

We uise a SFDC field called Context ID as a way to identify accounts. When logged a Timeline draft we can type in the context ID and associate the activity with an account. However, when we create a new CTA from the Cockpit, we can only search by account name. CSMs prefer to work out of cockpit to add all of the pieces of work they will complete. Work-around explored: Create the CTA from the c360 [list=1] This is inefficient for CSMs who want to add multiple CTAs for multiple accounts in 1 place Search by account name Many of our accounts have similar names and this is also inefficient [/list]Request: Please add the same account search feature we use for Timeline Drafts to creating new CTAs.

We recently ran into an issue where a CSM used an email assist CTA to send an NPS survey link to their main contact and CC'd two other contacts to the same email. One of the CC'd contacts responded to the survey first and because the survey link is apparently tied to the contact that it was sent to, the response was recorded as coming from the main contact rather than the actual person who filled it out. According to Support, this is technically the expected behavior. That said, it would be very helpful if we could edit the survey response to reflect the correct contact name. Is this data stored on the flattened survey in MDA? 

Would be great if there were additional mass options available on the Timeline tab. For example, you could check the box, and then, select to add all the drafts checked to the same account.

The ability to cc: on program mailings was recently delivered. Two enhancements would be appreciated 1- Showing the cc: when doing test mailings with Program 2- Allow for both the CC: and the Copy Email: fields to be used rather than make them exclusive. While we may want the customer to see that we are copying someone, we may want to still use the blind copy like the sender of the email.

Hi Team, As of now we cannot add multi picklist in Group By of Report builder and users were longing for this option, so could you please look into this and provide a soulution or implement this in our Product. Thanks, Prathap

Currently, the difference in behavior of concat function in Rules and in Gainsight data management(GDM) is how we handle empty strings. While in GDM we truncate empty strings, but rules does not. Request to make the behavior consistent in both areas.