Archived ideas

I worked with a customer who has an interesting use case regarding a long running Journey Orchestrator Program (FkA AO). The main ask was how does JO handle churned customers? Are they automatically dropped, or is there a chance that customers who might churn in the middle of (lets say) a year long Program be included as active participants after they churn? It presented a unique question, and in discussing this with my counterparts, I do not believe there is any behind the scenes check for "Customer Info != Null and Customer Info:  Status = Active " .  Based on my knowledge of the product churned participants could still be included in a long running JO Program unless a mechanism was included in both the Participant query and between each send step in the JO program (this really only concerns an email chain model).  In this users case, I suggested that he create a calculated field based off of the Customer Info Object called "Active Gainsight C

Our team has found that the contact in a Playbook doesn't roll down to associated objectives / tasks for that Playbook. More often than not the Playbook's objectives all pertain to the same Salesforce contact and it'd be nice to not need to add the contact so many times.

I would love for Gainsight to add a module that will allow the customer to schedule Ad Hoc calls with their CSM or TAM, much like the Medical portals people use to schedule appointments with their doctors. This would create another opportunity for customers to freely engage. It would also create an opportunity for the CSM to have "office hours" as in the professor or doctor is in should someone need to talk. This will empower our customers to quickly and efficiently engage outside of normal communication channels.

Hi, everyone Now I work on identical banners for all our community: main page and chapters. And in the process of adding new bannerr, I ran into several problems. In the chapter I can not gray shadow off. Gray shadow on/off 2.In the main page I can not change text color. Change text color on the banner Can you co

It would be helpful to know details about whether a task is enabled for export without having to open up each task.  Something like this:

Our CSMs often work with people that are on the Person object but not the Contact object. When logging activities related to those people, they have to add their name in the notes instead of adding them as "External Attendees." Since the Person is a relatively new feature, are there plans to be able to add people from the Person object onto the External Attendees? This would be super helpful for us since we're utilizing the Person more and more... 

Definitely see this a lot but feel the message could be a little cleaner. Some sort of page to just let you know to refresh!

I searched, but I don't find this specific item referenced anywhere.   I'm on my second GS rollout, but this is the first time I've ever used the "sync to Salesforce" on CTA tasks. My expectation was that we could use this task sync mechanism so that Sales/PS and other teams without access to Gainsight could have visibility into activites that CSMs are performing on behalf of the account.  I just learned from Gainsight L2 Support that non-Gainsight users can only see synced tasks that are assigned to them.  To be fair, I can see now that the documentation states:  "For the users who have a valid 'Salesforce' or 'Salesforce Platform' license with no access to Gainsight, if a task is create

Hi Everybody, The citing of posts is an essential feature for any online community. After all, by providing the tools to quote a post or portion of a post it's possible to reply to one another whilst keeping the discussion clear and on point. At the moment altering quotes and editing a post containing a quote is resulting in some strange behaviour by the WYSIWYG editor (as previously discussed with support). In order to make citing more efficiently, I'd like to suggest the quoting-feature to be enhanced, providing the opportunity to cite a portion of a post and/or optimising the current quote-feature to be able to trouble-free edit/shorten a quote. Anyone else here looking for such funcitonality? :) Greetings, Thomas

Hi all! I would like to have the option to change all of the community mails that are send automatically. For example the: 'you are mentioned in' and the 'Welkom to the community'. At some point in one of the innovation labs, a while ago, we already talked about this. It is nice to be able to change images and content myself. For example if you want to put extra attention to a certain topic then you can add it in these mails. And change this frequently. I can imagine its nog easy because you would need to build an editor in the backend.. But i would still recommend it.. :) *Not sure if there is already an ideation topic about this..

We would like the capability to repurpose the standard activity type fields.  For example we would like to change "meeting" to Onsite since we use this terminology at my company.  We don't need "Meeting," and "Onsite," so if we could just change the wording it would be very helpful.

One of our users pointed out today that when she went back to a closed CTA and opened one of the sub-tasks it didn't re-open the CTA itself. I understand from the support team this is expected behavior. They suggested I post it here as an idea. Steps to reproduce: - Find a CTA with status Closed - Resolved - View sub-tasks, un-check a task - Refresh page User's Expected behavior - CTA Status would change from "Closed - Resolved" to "Active" - CTA Name (and other attributes) would no longer display as Strikethrough type - CTA would show up in cockpit when viewing only open CTAs Actual behavior - Task status changed from Completed to Not Started - CTA Status remains as "Closed - Resolved"

Is it possible to integrate a Google Form questionnaire to Gainsight?  We want to help streamline our internal customer transition process (pre to post) with a questionnaire and currently don't see a way of doing this?

Hey Guys, I was on a call with a customer Today and we came across a field with a custom field name and we are having a hard time determining the original filed. Do you have any plans to display the original field name? Maybe in the black box when hovering over the field.

Hello,  I have following case :  in our SFDC instance we are using several Task Record Types (onboarding, adoption, customer success) .  Now during implementing Load to CTA rule, I'm trying to understand if there is a way to set up right task record type for different CTAs that I'm generating by rules.  For example : when creating Onboarding CTA with tasks under it to load them with task record type = onboarding.  The thing is that we need to work in parallel in Gainsight cockpit and sfdc that we had , that is why it is important not only load tasks and sync to sfdc but also to set up right task record types for them.  Can anyone please share ideas ? 

At least in Finland it is nowadays seen considerate to give other as gender option in addition to female and male. It's good that this field is only optional but still I suggest adding "Other" as an option. It's the small things that mean so much sometimes 🙂

The ability to report on Success Plan weblinks that have been shared with contacts would allow us to track engagement from clients who are accessing the plan.

I have a client who would like to give multiple CSMs the ability to create Playbooks, but to allow for governance around Playbook publishing. They would like something similar to a KB article approval process, where the Playbook would be assigned to an admin for approval prior to the Playbook being published.

The current scheduling options in JO do not have an option to send out an email/survey quarterly. This is one of the most common use cases as many of my customers have NPS/CSAT surveys going out every quarter. 

I don't normally post ideas. But, I think this one would greatly benefit everyone, especially GS. I have been doing a lot of work in IBM's environment optimizing their rules. One way we are optimizing them is doing a fetch of old data and fetch of new data. We then merge and compare the two. If any values don't align we push the record to upsert. It would save a lot of time if we can have this auto done. It would essentially only be available when loading to a GS object or SFDC object and is an update or upsert. But, essentially when we build that action we would/could have a check box. When checked, the rule would automatically on the back end fetch the fields that are being pushed to and then do a comparison of data points based on the mappings in the action. The merge of those datasets would be based on the identifiers marked. If any of the fields are not the same then push the record for updating. Not only does this benefit people

I am running into a situation with multiple customers in which users are (as expected) removing accounts/relationships/etc. out of SFDC. The issue with this? If there are records hanging out in the MDA that are associated with that account, we don't remove those records from MDA tables in Gainsight.  For example, this customer had a couple one off relationships that were created inadvertently. Prior to them noticing this, all the scorecard rules ran and it populated that account in the MDA tables associated with it. This account was merged/deleted appropriately in SFDC, but the scorecard rules are partially failing every day. It is failing because the account ID in the MDA table no longer matches a SFDC record.  ASK: When we delete something out of SFDC, create a popup or an automatic process that deletes all records corresponding with that ID in SFDC. I know this is a pretty big ask, but customers are getting frustrated with the "frequent cleanup" t

I have a request to be able to re-label a report filter in the same way that you can re-label a field on a report. The specific use case: For Scorecard 2.0 (particularly Mass Edit reports) There are two fields that you can use as a lookup into the CSM field.  "CSM" "SFDC User ID" If you use CSM, you get two options: CSM = (Current User, All Users) SFDC User ID = (Current User, All Users, Other User -name-) To prevent confusion they would like to be able to re-label the SFDC User ID filter to say "CSM" for that particular report/dashboard. It is confusing to the users to know they have to select a user id field than an easily recognizable "csm". 

Not that its currently hard to drag and drop fields to the show/filter sections while building a rule, but I rather like the process when creating Data Spaces.  The "SHOW" and "FILTER" buttons make it quick and easy to run through a list.  Curious to get other users thoughts?

As of now, we don't support use of sub queries in our application. Can this be possible in near future?

I recently created a Stacked Bar and while I understand that in report builder the size is too small to put in the data points when selected, I dropped this into a rather large container. The report is much larger by scale, but it didn't add the data points :( Small Container (report builder): Large Container (Dashboard):