Archived ideas

Not sure if this is in the road map or not, but I think it would be very helpful if we were able to create CTAs at the user level instead of just at the account level.  My use case on this is regarding CTAs generated for low usage or users that are not logging into our platform.  Currently, I have CTAs that are triggered if a user goes a certain amount of days without logging in. This is to alert the CSMs that this could be a possible risk factor since the client is not using our product to the full extent. I would also like to be able to automatically close these CTAs via rules if the user happens to login following CTA creation but before the CSM had a chance to take action on said CTA. The issue I am experiencing with trying to close these CTAs via the rules engine is due to them being created at the account level. For example: If there are multiple users at one account that meet the criteria and have the "No Login" CTAs created. Then

I think it would be beneficial to be able to CC a user on rules engine emails. Has this been talked about in product? Is it possible? Thanks, Alex

We'd like to be able to have a rule that sets a score ONLY IF the existing score was not set manually by a CSM.  For example, we want NPS to control the Sentiment component of our scorecard.  However, if a user manually changes the score AFTER the NPS is submitted, we DO NOT want NPS to overwrite this score, unless a new NPS is submitted.  Basically, if we have both an NPS and a manual score, whichever was set later in time should control. Our first idea was to have the rule that sets the score based on NPS run only for surveys submitted yesterday.  This mostly solves the above problem in that the NPS will only be used to set the score once, and thus will not overwrite subsequently-submitted scores.  However, we also have other higher-priority conditions/rules that can set this component to red; when these conditions end, we want the score to go back to the NPS.  But this means we have to set up our NPS rules to look for responses received pri

Currently the ability to sync tasks from Gainsight to Salesforce does not include the ability to sync fields to custom fields in SFDC. Adding this ability would be an excellent way to enhance this functionality.

I have a customer that would like to raise the show field limit in a bionic rule, I told them I am not sure if any issues would ensue from doing so but they would like the limit raised from 50 to 500 so that they could shorten the tasks in a bionic rule. 

Hide a container or report or widget if it shows me No Data in the My Customer Dashboard. Since there are a lot of individual product reports in the My Customers Dashboard for CSMs at Cisco, not all CSMs have accounts for each product so they see No Data Available for certain reports. They should have the ability to hide those reports or widgets since it doesn't pertain to them. It would be nice to have that functionality to be able to customize your My Customers Dashboard in that way.

Hi all, I have two suggestions of improvement: Extend the display of emoticons which is really small and not pleasant in terms of customer experience 😞 Have the possibility to attach an image in a private conversation It's possible to change that in the future? 😊 Thanks. Gaëlle

Hi, for the self-service badges it would be great to assign certain users a badge (e.g. because they have participated in an event or filled out a survey, etc). This is currently not possible. However, another idea is to assign badges based on the role a user holds. This would be a quite easy workaround in order to assign badges to specific users only. KR, Esther

We had a couple CSMs ask if configuration of the comment boxes was coming anytime soon.  They would like them to be bigger so they can see the full comment.  They were also asking if we could set certain restrictions on the sliding scale in the future.  For example, settings that allow you to only choose 20,40,60, or 80 and no numbers in between. 

Currently when you change the filters on a dashboard and try to email it out they are not sticky.  We are trying to email this dashboard to a director who has multiple managers and it would be nice to be able to make these changes from the dashboard.  Currently the workaround suggested is that we clone the dashboard and make the changes in dashboard builder.  This is not ideal for the use case because if you have multiple directors with multiple managers underneath them you are cloning a large number of dashboards.  It would be easier to be able to make these changes and have them stick. 

Another question about Birth Dates. Is it possible to show the dates of birth of our users in the General User overview? And also make it possible to sort users by their Date of Birth? When users in our community turn 19 they have to leave the community, because it's only meant for children. It would be really helpfull for our moderators if the could see the birthdates without making an export of all users. They can check who turns 19 anytime soon and make sure they get an e-mail and a ban. Is this possible? Thanks!

Hi there, My apollogies for my English, I'll try to be as clear as possible :) I have a question and was wondering if this feature is possible on our community. Our community is only meant for children from 13 to 19 years old. New users have to fill in their date of birth on registration. Our Moderators check the Birth date of every new user and they ban users who are too old, and delete users who are too young. Very often children fill in a fake date (for exemple: 1920 as year of birth) Those users get banned, but are probably not actually 97 years old. Is it possible to put an automatic filter on the registration, so the application form automaticaly rejects children who are not 13 yet, or people older than 18 years old? (a bit like when you try to enter the Heinekenwebsite). This would save our moderators a lot of time. Thanks in advance! Suzanne

@Esther Groth suggested that it will be useful to have the possibility to customize the outage page (design, message) of the community.

I would love to have a mouseover pop-up or a help-icon explaining some of the fields (without moving away from the page).  Like in this snip, if I could mouse over the "new or renewal" to get a short sentence explaining what this really means, I would be grateful! There are so many offers, so many new CuSMs (like me) and with scorecards changing, it's not always easy to remember everything. Thanks! :-)

Would love to see a link at the top of the Scorecard section that would show the help text for that particular scorecard, but for each measure and all possibilities.  Right now, you only see help text if you can open up the slide bar, but if the measure if "Automatic", then you never have the option to see the help text.   My thought is to have the link open up a dialog box on the sheet, showing each measure and the configured help text.  Screenshots below:

I have a customer that is trying to view by a certain contact but at any given point of time, an attribute can only be mapped to one object (in this case its mapped to User object). So an attribute with such a mapping is selected in the filter, autosuggest is enabled and the values entered in the filter are searched against the mapped object. If a contact name is entered, this means No Data would be found. This is the product limitation that has become an annoyance for the customer. 

I have a customer that would like to populate the "Text Body" on the AO Emails object.  They would like this because they want to be able to report on the outreaches in  the object and using the subject and text will help them with future endeavors being able to log for different reasons.

It would be awesome to have a separate/pop out window option for Timeline. While note taking during online meetings, switching between screens can be tricky. It'd be awesome if the Timeline activity window could pop out from the browser and resize. This would be especially helpful in the single screen/laptop work environment.

I couldn't find any documentation regarding this but I apologize if it has already been posted before! The use case here is that we have a report built pulling in tasks from the Activity History in Salesforce and then generating that report onto the C360 page. We would still like to pull in all logged tasks from Salesforce into Gainsight since there are other teams at our company that don't have Gainsight access and there can be tasks in SF that are relevant or important for our CSMs. The issue some of our CSMs have mentioned with this report is that if they search on a contact name, the filter won't necessarily pull in all the relevant logged tasks. This is due to only being able to pull in and link the "primary contact" from the salesforce task. So, if there was an email sent by the sales team to multiple contacts at a company, I am only able to pull in the first linked contact name. So if the CSM wants to see all logged tasks associated with John Smith, but

Similar to Salesforce, is it possible to add multiple criteria to a single filter separated by a comma for text fields??  E.G. Case Record Type = Type 1, Type 2, Type 3 Currently, we have to use the advanced logic to do: Case Record Type = Type 1 ; Case Record Type = Type 2 ; Case Record Type = Type 2 (A OR B OR C) Thanks!

Once a customer's implementation phase is over, we no longer need the "Implementation" health score to impact the Customer's overall health score as heavily as it does during the Implementation phase. Can we design the weights of the scorecards based on the phase?

Hey Team, Logan from Support here. A few customer cases have come up detailing a desired enhancement to the Timeline sync feature currently in Gainsight.  Right now, only certain fields can be mapped from Gainsight to SFDC and be mapped to specific fields. For example, "External Attendees" from Gainsight are available to map to a custom field in SFDC.  However, Internal Attendees in Gainsight cannot map directly to SFDC Fields. Users would like to be able to select all fields and map these to SDFC fields for reporting and tracking purposes.  Thanks for the consideration! Take care, Logan Thome

Some people make an account with usernames that need to be changed by the moderator team. This would help users to be aware of their new username.

For a co-creation beta i'm giving 65 forum members a role in our forum back-end at the moment (to access a private board on our KPN forum). It would be very handy to have a (back) button to the user overview page at the top of a profile overview page. This would speed up the process. 🙂

I was working with a customer regarding internal gainsight notifications not being delivered to CSM's. It turned out that the batch job that handles the internal notifications was hung (for quite a while). We were able to get this processed bounced and restarted from the UI, but the customer and I had a discussion about the lack of visibility the Gainsight UI provides the administrator from a monitoring standpoint. As Gainsight strives to become its own standalone software platform (independent of SFDC), are we looking to supplement and augment back end batch, and process monitoring in the UI? Would we ever consider something like Splunk integration to assist in monitoring running processes/batch jobs? Currently the Gainsight UI does not provide any insight into the status of internal batch jobs, and users have to check SFDC for job status -- many administrators are probably not aware of this, so situations like a failing notification batch job can go undetected by an admi