Archived ideas

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

Product marketing uses the names Customer 360 and C360 to refer to this feature. However, in the application itself, it's still called "Customer Success 360," or "CS360".  Can we standardize all the references in the app to drop the 'Success' or 'S' in the names? Recently, "CS360 Layouts" was introduced as a sub-tab under Administration.  This would make it easier for our product docs to consistently use the preferred/current terms. 

When looking at the activities in Slack, there is a great dropdown that lets you select which type of activities you would like to return. However, my org uses almost entirely custom activity types with most of the default types set to inactive. If the activity type is set to inactive within Gainsight, it shouldn't show in the dropdown in Slack. Ultimately, it is confusing for end users and they end up clicking through a few empty activity types before finding what they are really looking for.

Customer just wanted to follow up on this and see if the ability to control which tab pops up first in a CTA view is going to be configurable soon? 

Looking for ways to save time and effort.  Would love to have a "Today" button right next to the date field when I click Run Now.  I know I can click the calendar and then click "Today", but it doesn't always work on the first click.  If I know I need today's date, I'd either like it to autofill with today's date, or have a button there I can click and it will fill in today's date.

I already suggested this almost a year ago(!), but the idea was closed for reasons unknown ... I'm quite disappointing that I didn't get any feedback from Insided about these ideas, apart from a queestion ... Seeing as I've shared many ideas in one topic, I'll repost at least the most important one: As a moderator, I want to be able to see and change filters that have been saved, beyond just their names, so that I can correct the mistakes in my filters and improve existing filters instead of having to make new ones each and every time. https://community.insided.com/ideas/485

Can there be a 90 day option for the expiration period in 360 Sharing settings? Thanks!

Would be great to get a report that can show trending NPS Score by Survey Type. For example see screenshot, on this "NPS Summary" graph it currently shows NPS for several surveys from Quarterly, Implementation, and Marketing Surveys.  It would be nice to have the "NPS Summary" to filter by the Quarterly Type of Surveys. I would see Q2-2016, Q3-2016, and Q4-2016. It's cleaner and doesn't collided with other Surveys Types like this "NPS Summary" screenshot does. If this isn't possible than it would be nice to get that NPS Score by Survey stored on our objects to snapshot periodically to make a report

Hey Teams! We have a customer use case that might make a great feature enhancement.  In Account Hierarchy's "Calculate and Snapshot Weekly" feature, some would like to see the ability to make the data loads more granular. Adding a "Daily" along with a weekly metric for these Account Hierarchy rollups would allow for fresher data to work with throughout the week! Thanks for the time. We appreciate any consideration regarding this request.  Take care, Logan T.

I think I actually do like the new collapsed actions inside the rules engine.  However, my issue is that, while it speeds up load time, it still does not speed up discovery time.  Meaning, I have no idea if I should expand action 2, 3, 4, 5, or 6 when I am looking at a list, so it takes me time still to find these. I would *LOVE* to see a Name or Label field in the grey bar area, where you can say "NPS Zero" or something like that.  I do also think it should be optional, so you don't have to fill it out for a one action rule or if you really know the structure of your rule.

I'd like to be able to add a "watcher"/interested party to CTAs/activities/etc.  Add field in CTA/task/etc. immediately following "owner", as "watcher"; allow multiple entries, and default inclusion of the assignor as a watcher when assigning to others.  Watcher(s) would then receive notifications when updates were made, or the status changed.   Add a section within cockpit for "CTA Watchlist", or similar, where any CTAs where I was listed as a watcher would reside apart from my CTAs that are assigned to me requiring my action.  Use Case(s):  1. Mgmt Advisory - I'd like to be able to add my manager, on action items as an FYI in certain cases.  2. Co-Mgmt Scenarios - International accounts where the account is co-managed i.e. 1 CSM in the U.K., and 1 CSM in the US to help keep them apprised on the progress despite time differences. 3. Operational - I may be completin

It would be nice to have filter options reflect what fields are dependent on record types in SFDC. Example is Case Status - if I filter on certain record types in a report, would it be possible to have the filter only show the statuses that are tied to that record type?

Our CSM's are now working out of Lightning. Ideally we want them to always stay in Lightning and the current way to export success snapshots is to go to the C360 and export which takes the rep out of Lightning to a classic Salesforce/Gainsight page. We would love for export capability to be added to the Gainsight widget that can be added to the account, opportunity or case page layout in salesforce. 

I'm testing out file attachments for both CTAs and Timeline Activities. Looking at this from CSM point of view, if I remember I attached a document - but I don't remember if it was to a CTA or a Timeline activity - it appears that I need to go to two different places to try and track it down: 1.  A related list report created off of the GSFileLink object for CTA attachments 2.  Timeline Attachments search  It sure would be handy if attachments could be colocated onto one report from which I can search.

I think it would be helpful to have a place in the Rules Engine, or even Administration, where you can enter a master email list for when you want to receive the email notifications upon success or failure.  This way I don't have to update every rule or rule chain when something changes (even though best practice is to have a catchall email address independent of a person's employment).

I would like to be able to pass in a date object to the CTA due date, then add or subtract from that CTA due date, when creating CTAs with rules.  I have the following scenario: In my success plan I list the customer's launch date as 1-15 My rule runs on 1-01 The rule fetches that launch date The rule sets a CTA for the day before the launch date, launch date -1 The rule sets another CTA for the day of the launch date, launch date + 0 The rule sets another CTA for three days after the launch date, launch date +3 My rule runs on 1-02 It sees that the CTAs are already created and ignores that launch date. 

Hi all, As part of our effort in seeing what kind of impact our moderators have, I'd like to see the split between employees, superusers, and other users that are the "first respondents" in any given topic. It will also enable us to run superuser success-stories, and report on individual moderator activities. (If anyone has found a work-around with the post export, I'm all ears!) Best, Ditte

Would love to be able to navigate my reports based on their source object.  For example, any reports that use "Core Usage Data" as the source.  Is this possible?

Hi, My users often don't fill in the public tags. Even my moderator find it difficult to use smart keywords. Maybe showing some pre designed clickable option would be better. Apple does this: Or even automatically define them by using the keywords from a title.

Currently, you can add a task to closed CTA in cockpit, but it does not reopen the CTA or give any option to.  I expect that the behavior is it prompts asking you want to reopen the CTA (similar to how there is prompt when you close a CTA and it makes sure you want to close all tasks) OR it blocks you from doing and forces the user to reopen the CTA first.  Otherwise, someone could add a task, forget to reopen, and the task doesn't get worked.