Archived ideas

This is feedback from HPE ADM CSMs:  Currently in a report (on a dashboard), you need to click the filter icon to see which filters are being currently used. The users would like to be able to see active filters by default while looking at a report, vs. clicking the filter icon to see which filters are being applied 

Currently users can only create 10 CTA Types. We're starting to run into issues with this, as we already have 5-6 CTA Types and aren't clear on how many more we will need in the future. It would be great if we could add more, since it's hard to bucket CTAs into 10 categories with our business. 

It would be great to have Scorecards 2.0 as an option when creating the Shared360 layouts. Scorecards 2.0 has made a huge impact on our organization and many users (who dont have GS or SFDC access) need to be able to see this information. Without Shared 360 having Scorecards 2.0 as an option makes Shared360 not as robust as needed for our organization.  Of course I can put the health score in the summary section but this does not give a breakdown of why the score the way it is. Any ideas on how I can work around this and make the scorecard breakdown data available in the Shared360?

We use TopBox as our VoC vendor and would like to make use of the survey section in C360. Today there is only a very manual way to handle (as described here). Survey data is time sensitive so uploading manually is simply not an option.

I have a customer that would like to extend the pop up after a user reassigns a CTA, the task reassignment popup flashes quicker than necessary they feel and the users are missing the task reassignments and then have to do them manually.  Could we possibly have this boxs lifespan or have it available to be adjust in settings?

We use the + Criteria section of the rules engine to allow a rule to run and then apply a different CTA to different segments within the Rule logic.  For example, I am trying to run a rule and apply a different CTA to Owner Manager A and B, while applying the normal CTA to everyone else.  The + Criteria allows me to enter one manager name but it fails to fire the CTA if I enter multiple manager names separated by commas.  Anyone have any ideas how to get around this, or does Gainsight offer OR capability?   

Would be great if the customer tab bottom scroll option and headers stayed put so that our CSMs didnt have to scroll down to scroll over.  In a truly iedal world, a CSM would be able to customize their own Customer List to include what they wanted to see.  

We are plotting Milestones in a report and using them in the C360 to visualize the client lifecycle. Are there any plans to add configuration options to the look of the milestones? As of now it's hard to see what the milestone is (only 3 letters are visible) and it would be nice to have the comments in the milestone stay in view instead of having to scroll over to see them.

I am not sure if this suggestion had been entered before, I was unable to find any previous posts related to it. When I logged in today, a little pop-up window appeared showing some useful information related to CTAs. It made me wonder if this was something that I could edit myself, but it turned out that I am not able to make any changes to it. It would be great if admins could edit the content in the window, as I believe it is a great way to catch the users attention about changes or helpful tips/information.

CSMs have requested that the existing comment display when the box opens to change the health score color.

This error (attached) presents itself at the very top of selecting participants for an Advanced Outreach. So although I have selected all the needed fields in my query....the error is telling me I haven't mapped 2 required fields (which is done at the very bottom of the screen under a light gray tab I haven't even looked at yet because I'm focused on step 1). The error shows itself as if there is an issue in the query/step 1 (which there is not). This has created confusion for me as I attempt to fix this error at the top of the page before I move down, and I feel confident it will confuse others. Maybe moving the error to the top of the page in a more general/neutral space would be helpful? Or possibly putting the error at the bottom.  I think this will help improve the admin experience. Thanks! Devin

Hello,  Is there a planned enhancement to increase the size limit for attachments to be uploaded to Timeline? Our PowerPoint decks are pretty heavy and are typically over the limit

Given the strict guidelines of Activities only being synced once every 5 hours (or for less than 50 activities, once every 30 hours), it makes it difficult for non-Gainsight teams in organizations to view the activity of their CSMs (which has been a point of frustration).  I think it would be very useful to increase the frequency at which the Customer Activities are synced back to SFDC to allow for more up-to-date and accurate visibility.

When linking a CTA to a specific SFDC object such as opportunity or contact - there is no actual link to that record in SFDC. Can we make the name of the linked objects an actual link that will open the SFDC record (e.g. specific opportunity)? Or include the link somewhere in the Linked Objects UI? 

Hello! Sometimes we have the necessity to upload some documents on the community. Use cases: ->We write some help and support articles (for our routers, apps) and we would like to upload the manual instead of linking to our website ->Recently we made a contest on the community and to publish the participation´s terms, we had to put a hyperlink to outside the community Does anyone else sees value on this or another use case?

Hi everybody! I have some ideas about the upcoming dashboards. So i thought i would start with one. -> Show a benchmark in de dashboards. So you can compare your data/KPI results to other inSided communities. I think this is useful because a KPI or numbers doesn't tell so much if you don't know what your aiming for or what is on average. The only issue for this is comparing it with all the other communities, or the one with the same size or age? I Like to hear other thoughts about this. As for design, don't know. Maybe by pointing with the arrow on it.

Currently, the only way to add an attachment (that I know of) is at the Template level.  It would be valuable to add specific attachments to individual outreaches (or nodes of an advanced outreach).   Use case:  I'm currently automating email campaigns to specific customers.  When I create an outreach/advanced outreach, I would like to include a document on that Customer's letterhead.  Currently, I have to modify the template prior to each outreach to attach a specific letter.  If I could attach the document at the outreach level, I would be able to include the letter when I am setting token values.

When creating a contact from the "Contact" section in Gainsight it would be nice to have the "Account" lookup field auto populated when creating a contact from the pop up (vs. having to go to SFDC to create a contact). Currently you can manually add it, but the customer would like that to be filled in automatically with the account they are currently on (on account relationship is tied to). 

We currently leverage Hubspot for customer lifecycle comms. With the most recent release of "Advanced Outreaches", we want to move these emails into Gainsight. Somewhere along the line, I remember being told we could removed "canceled customers" from campaigns if they canceled in the middle. How do we accomplish this? We want customers to be enrolled in the campaign at signup, but if their account is canceled during the duration of the AO, we want them to not continue through. It would be something like this: Customers meet initial requirements for the outreach, but must maintain an active status to continue receiving the emails.

It would be great to have a couple of features for Power List: - The combination of a CSV list and a filter in Salesforce, for example to import a CSV list of contacts but to filter out all of those in a certain vertical. - The ability to select in/out individual contacts AFTER a filter is applied from Salesforce, so rules are applied to pull in a long list, but CSMs could ask for individual contacts to be removed/added at their discretion. The absence of these means that I tend to have to do a CSV for EVERY upload, so that it can be curated there first.

I'd love to see a better integration between the existing search bar on the homepage and the "create a topic" flow. I believe that this will stimulate the use of search (instead of posting the same questions multiple times). It's also a solution in case a search doesn't show up any results. How do I see this? In the search bar on the homepage, the text "search for information or start a new topic" is displayed When users search for information, they get a list of results, just like today (search functionality isn't impacted From the search results page, they can click on a button "create new topic". If there are no search results, this feature is extra highlighted. When the user decides to create a topic, the topic title field is already prefilled with the search query

What's the idea? For export type 'Mark as answer' and 'Mark as answer', adjust CSV output as not to include commas in Topic titles. What's the use case and added value? I export CSV-reports every week. In Excel, I convert text to columns based on commas. Seeing as titles often contain commas, I need to correct faulty conversions. I wouldn't have to do this if the export filters out commas from titles automatically. The added value is more efficiency for community managers. If there's an alternative way to prevent faulty column conversion without the manual work, I'd like to hear about it 🙂

I am using Advanced Outreach for mail campaigns. A campaign consists of 6 weekly emails. I am challenged in building a workflow that will handle situations when recipients do not read the email. With Advanced Outreach, this can be handled two ways: 1- through 6 outreaches (one for each email) Each outreach sends a message out A conditional timer checks if the email was read. If not it will send a reminder after 2 days Another conditional timer checks if the reminder was read 5 days later. If not, it informs the CSM 2-  through 1 outreach (containing all emails) The outreach is built with sends and conditional timers to send the 6 emails at 7 days interval if the recipient reads the email... so send email 1 - if read, send email 2 - if read, send email 3 etc. How can I set up reminders and follow ups if a recipient does not read?

When you pick up a topic and decide that this is something for the community, you leave that topic for maybe 24-48 hours? But If nobody responds to the topic, it will sink to the bottom of your que or you would have to make a specific mod tag for it and a filter. At Lithium, (Yes I used the L word) they have a function called snooze, it puts the topic on a timer of 24 or 48 hours. After the time is up it will pop up at the top of your que (like a new topic in green). Maybe even give it a different color and message? I think this would be a great addition to the InSided platform as it is easy, intuitive and gives you more info in the same overview instead of having to have multiple filters to check the que.

I've been building new rules to automatically provision accounts in Gainsight.The "Load to SFDC Object" action is really very useful! But in doing that I've figured out 2 places where it's falling short: 1) I want to be able to build up a text string. Just like I do in the comments of CTA, I need to build up a string for a description or title. Right now I can only use a field I was able to get into the query. So back under Setup Rule, I'd love to be able to bring together multiple fields and static text to create a field I could then make use of. 2) I want to post to Chatter. In this particular instance, I'd like to post an update to the case I just created for the onboarding team. Ideally after creating a new record, the new record ID would be appended as an additional column in the results set. Then I could use that in the following action and post to that record's Chatter feed. Both of these are easily achieved using Flows, but I'