Archived ideas

Often I'm just looking to work on my stuff, but when I get to a list of reports or rules, it's everybody's stuff. I can filter to mine, but it would be nice if I could bookmark in my browser directly to reports I made or rules I made, or any other filter combination!

In the interest of adding predictive analytics and automation tools, what if we added PID controllers to the Rules Engine? https://en.wikipedia.org/wiki/PID_controller

This has come up once or twice over the last few months for me, and although I don't want to upgrade it to an idea yet, interested to know if we've talked about the fact that Rules Engine is case sensitive on all text strings (at least as far as I can see). Has there been any discussion about changing this? Adding a checkbox similar to the "check for nulls" box on each filter to allow the user to suppress case-sensitivity? I promised Cisco I would ask, and I thought I remembered this coming up in a roadmap or release discussion, so chime in, anybody with thoughts or knowledge of any plans along this line. Thanks!

In the August release, we now don't require Account ID to be in the show section of rules. My suggestion is to add some form of messaging or help text reminding users what this means. For example, the system allows you to proceed to the action but then only allows Load to SFDC or MDA. Some soft of disclaimer saying [i]why[i] and [i]how to fix if you want to create a CTA, set score, etc. would be helpful.  I've seen this come up as a question for people who are used to the old rules engine that wouldn't let you proceed, which almost acted as a reminder. It would also help new users to Gainsight understand the how/why in rules.

CSMs often have to add customer contacts in as "external attendees" for all of the timeline activities they have to create and that's become cumbersome for them. Is there a way, maybe with the idea of a Gainsight "Person", where a CSM can create something like a power list or distribution list that contains all the active contacts for an account?

I have an enhancement request logged to me by a customer. It is to add the ability to have two  different views within the gainsight timeline : a comprehensive view to show everything and an option for a summary view so you can summarize the key events for a customer maybe a collapsible view from the original timeline where you've flagged key events.

Currently, if any executives would like to understand which customers have open CTA's, they need to view a dashboard or build a report. We have a few key CTA's (for example around decline in usage) that our executives would like to be "CC'ed" on as they occur, in order to track if they are being followed through for our largest customers. In doing this, there would not only be increased visibility, but also better adoption of CTA's by the reps. I would envision that it would be part of the rule to create a CTA to add a "CC" to the CTA to send an email to people of your choosing when the CTA is triggered.

We have multiple measures as part of our customer scorecard that can be updated by our 1:1 CSM's based on their engagement with the customer. While changes are tracked through the usage metrics, it would be great to see these updated within the Timeline of the customer allowing others to see what the score was updated to any the notes that drove the change in the score.  Would it be possible to add a "sync" or "push" button to customer health metrics within the C360 reducing the need for CSM's to update the score and then add a note to Timeline? 

I'd like to be able to easily convert a task into being a standalone CTA. I often take notes on the timeline and I like adding tasks in that interface, but often they become their own CTA; I don't want to keep one CTA open just because 3 things are now forking off of it, since they are truly new tasks in their own right. But when I'm working in the timeline I always forget and create them as tasks under the current CTA, and then have to go recreate and then delete them.

Use case: We're delivering upsell and cross sell messages as part of the renewal cycle. To increase the connect rate for calls we want to alert reps of email opens and clicks in real time. Currently, you can be alerted when there is an NPS response but no option for outreach activity. Would like to be able to receive notifications for specific outreaches. Using notifications functionality seem like the ideal solution - Using rules to send notifications multiple times a day (based on a schedule, for example, hourly) seems to have the following drawbacks: Clunky to m

Would love to see more options here, specifically Picklists (since it is in the most recent release) and many customers have Picklists on there Task objects.

When creating Rule Criteria using "Rule Date" as the value, is seems that "Rule Date" is evaluating as a full date/time value, rather than just the Date. This is confusing and is inconsistent with other Salesforce date comparisons.  My use case is this - Rule 1 adds Customers into the Customer Repository Rule 2 takes and Customers with Create Date=Rule Date and add the New Customer Onboarding CTA. However the evaluation doesn't work because Rule Date is the full string of date and time. I have a workaround for this, but would like to see date comparisons be done just on the actual date.

It would be awesome to be able to do a survey question that was just a thumbs up/down. For specific sentiment questions that are a yes or no, the visual yes/no thumbs up/down is much more aesthetic than a dropdown or multiple choice.

Can Gainsight be configured to ONLY send error emails when the rule fully fails and not partially?

I have a customer that would like to be able to have the timeline feature for tracking client interaction, For example Managers and Employees can have a timeline of conversations and meetings. They then can report and see the customer interactions for that account all in one place per rep and not just per account.

I have a customer that would like to be able to turn off autosync for specific activities in timeline but still give the CSMs the option to manually sync it over.  They have an activity called notes that they want to only sync when manually kicked off. 

We've just started using the timeline feature for updates within our CTA's.  We have found it to be extremely useful, and clean when looking at the overall account timeline.  Each entry has a link to open the CTA where the timeline entry originated from.  One thing which we feel would be useful is when looking at the timeline feed would be to show the name of the CTA instead of just "CTA". I have highlighted the area in which I am referring to. Thanks, Devin

Currently an external user is not able to export data from a shared dashboard/c360. It is necessary for our external users (partners) to be able to access this data and export it themselves without having to ask us to do it. 

Right now I have to switch between admin and community manager privileges so that I’m visible in the ‘Ons team’ widget (only mods and community managers are visible there). When I first started to do this, my superusers thought I was fired or something XD I’ve seen that some of my KPN colleagues find this a hassle as well and sometimes newer users don’t even see or realize all the things they can view and adjust in the platform because they haven’t set their account to ‘admin’ but to ‘community manager’.

Gainsight Rules engine calls the standard (not bulk) Salesforce API in batches of 100 wrapped in a REST call.  The default size of each call is 100.  It would be great if this could be adjusted per rule. Reasoning: We have complexity in Salesforce system that has made concurrency a constant ongoing struggle for us.  For example, the Opportunity object will fail on batch update if the batch size is greater than 30. This has caused us to pull these lists on a daily basis and decrease the size to 30 and load through data loader.

We are aware of the Cross-org Migration feature available in the product but it doesn't completely cover our Release Lifecycle policy. As part of our development lifecycle, one week after a successful rollout is deployed in production, our IT team takes a snapshot of the SF production environment (configs and data) and overlays it in the Sandbox environment. This doesn't present an issue for any data that is stored in Salesforce, but the MDA data will not be part of it, causing a gap in the data present in production vs what we would have in sandbox. We are aware of the possibility of exporting all MDA data via bionic rules, but the problem is when we want to load system data into the MDA (think of scorecards 2.0 values given to customers).

There is no reference to the activity type selected unless you sort the entire list.  There is plenty of real estate in the initial and expanded view to include the Activity Type text

I have a customer that is trying to pass the overall score from the C360 to the summary section of the R360.  Currently we do not have a way to show account health score in the summary.

Hello Team! It's been discovered that right now Gainsight does not support the ability to link the CTA Object to Custom Objects created by other Managed Packages in a customer's Org. It would be useful if we could implement this in the future for Objects that have a lookup back to Account. Thanks, Logan Thome

Is there a way that you know of to post an update to a specific chatter group upon creation of a specific CTA type? If there isn’t standard functionality for this can it be accomplished via email assist? What we want to do is have the chatter from a CTA posted to a specific Chatter Group that would be monitored by a group of people so they could be notified via said Chatter that a CTA got created, which would trigger them to review the CTA and take appropriate action.  We understand we can post chatter from a CTA to the Account Chatter, but we want to know if we can post the Chatter to a separate Chatter Group rather than the Account Chatter.