Archived ideas

Hi All, I'm trying to test some capabilities on Timeline(beta) in CS360 feature in gainsight. Is there a possibility to attach files, snapshots to within the activity capture. This might be helpful while we are capturing notes and snaps during a customer call and consolidate them in the activity log. Let me know if this can be considered as an enhancement request if already not available now or not on the roadmap Thanks! ~Lokesh

This is not about the exception logic! Scorecard 2.0 is great but when the rollup feature is selected you are no longer able to use a rule to write a comment to the overall score comment section. We are also unable to use a rule to override the entire score by looking at an account attribute (we do not want to add another measure to the scorecard). 

Hey guys, posting on behalf of a customer here. We're wondering if there might be anything on the roadmap for readjusting the tab sizes in the Account/Opportunity widget in Salesforce?  Currently they are all equal size and there are a few instances where the words are cut off.  Any thoughts on a readjustment option? Thanks

Our CSMs would like to be able to do more within Timeline.  For example, I post a timeline activity following my EBR with the customer.  I then need to update their customer sentiment.  I currently have to click off of Timeline over to Detail, and then, click on the Scorecard link to update the sentiment.   Not sure exactly how this would work to be able to do from Timeline.

Getting some feedback from my group that they'd like to be able to see the Attendees in the collapsed view of a timeline activity.  The suggestion was to include it in the same area where the subject, creator and date are.

We are crafting v2 of our Health Score and some of our score components have a few variables at play.  For example, the Support score is looking at # of cases, how long they've been open, and how many get re-opened, etc..  These things could compound to give a customer a bad experience.   [i]Is it possible to write a score rule that would allow that scorecard component to start at 100 points and degrade based on things happening? For example: Start customer at 100 points - 5 points for every case opened for more than 20 days - 30 points for every escalated case - 5 points for every case re-opened in the last 90 days If a customer has a combination of things happening, their score would be low to reflect that.

The communtiy search bar shows me search results based on the word you searched for ( and maybe dates and views, I'm not sure). However, often the right topics are not found and members start new duplicate topics for the same question. It think it would be better if i can influence the found search results by showing sticky topics or topics with a certain moderator tag first. So that those topics have a higher priority in the search list. I discussed this idea with Daniel from Insided yesterday and he suggested that i posted this in the ideation. So here it is, I'm curious! 🙂

When creating reports on success plans, it would be really nice if the field "CTA Group Name" (which is basically the success plan name) would be a link taking you directly to the success name, similar to how an Account Name links to the C360.  Is this planned?  Thanks,  Nadav

One of my customers pointed out & posted on external Community what appears to be an omisson...there's no "Edit Summary" option on the R360 (like we have on C360).  So there doesn't appear to be any way to update the R360 Comments for example.  Is that correct?  Any chance that this is a peeble that we can fix sooner rather than later?  They have several fields in the Summary they need to be able to edit (like they can on C360 today).  Thank you!  The external post for reference is here: https://community.gainsight.com/gainsight/topics/ability-to-edit-stage-and-summary-section-of-r360

Recently a historical usage data rule was run and daily was accidentally checked vs. weekly. The start date was set to run 4.5 years in the past. This resulted in 1500+ rule runs, which has stalled other rules from running. Being able to stop a rule like this from running once it's been launched would be a lot of help in these situations.

This is irrelevant to our organization and could potentially confuse our users because the data will either be empty or inaccurate and It seems really a shame to force us into showing information that is meaningless us.

I've heard multiple customer requests to rename their tabs in Gainsight.  For example, rather than the tab being labeled "Gainsight" it would be their company name.  While it's not possible to directly edit tab names on a managed package like Gainsight, below a workaround that you may consider.   To customize the names on Gainsight tabs: Go to Setup > Tabs > Visualforce Tabs > New In the dropdown "Visualforce Page" select the page that you would like to target (The Gainsight tab is named "HomePage [JBCXM_HomePage]" Name your new tab, select a tab style, press next Select the layouts to add it to, Save Now, you can click the + on your menu bar, then "customize my tabs" to add it, remove other tabs, and reorganize your tab order.

I think it could be helpful to have a mass edit tool for relationships that allows you to post status updates to multiple relationships and relationship types at once to help improve time efficiency for CSMs. In the cases where a standardized status updates needs to be given for multiple relationships or relationship types by account this feature could help speed up that process. 

Currently you create the CTA Task, then you add a task, and on that task screen, you cannot associate a contact. You first have to save the task, then associate a contact. I'd like to be able to associate the contact and log the notes all on the main screen. The reason for this is that we want to be able to create CTA Tasks and sync the underlying task to SFDC for calls we are having on the fly. It would be quickest for our process to be able to complete everything on that main screen.

I'd like the ability to hide / remove Objectives associated with Success Plans on the Cockpit section of the 360. A few reasons ... (1) We already have the Success Plan area on the 360, which I'd like CSMs to use for managing Success Plans (2) In Cockpit, you can remove objectives and just review CTAs..would like this to be consistent (3) Cockpit on the 360 often looks cluttered, when you have 5 Objectives included in a Success Plan, plus the CTAs for that customer Thanks! 

Team, Bringing forth an idea brought to me via the support channel - It may be beneficial to have task fields be editable within Administration > Tasks so that end users can modify (and later report on) CTAs/tasks at a more granular level. As it stands today, tasks are defaulted to "Read Only", but it may be nice for end users to be able to modify this, similarly to CTA Default View fields: Thanks, Josh

I would like to create a report which shows either weekly or monthly snapshots of customer health as a whole so I can compare our overall heath week to week / month to month.  Essentially like the reporting Gainsight recommend to configure for their VP around habits, but for their Heathscore metric as a whole > https://support.gainsight.com/Product_Documentation/Reports_and_Dashboards/Examples_and_Tutorials/Co...

If you have a simple and short survey the Save button seems redundant and I've noticed actually confuses some customers as it's right next to the Submit button.  It would be great to have the option to disable this on surveys. 

Hi all, I am not sure how many of you have had this before, but this is one of the things that really grinds my gears. :( So I have this pm convo with a confused customer who is looking for help (but I also had the very same trying to warn users, e.g. after deleting a post / topic)... He would like me to help him, I also would like to help him, but because he set his profile to only receive PMs from people which he subscribed to, I cannot help him. :( He now keeps sending me PMs which I cannot reply to. That does not really feel like being in control of my Community, unfortunately. :( I now will have to send him an Email, hoping that he will read + understand it (which is not always given, trust me on this), so that he unticks that box in his profile. In the past, I found this too cumbersome to do, so I would simply resign and not handle these things. This is far from ideal. Quick and dirty fix: Let Mods / Admins change a customer profile setting. Proper fix: By default, Mods

The show data from all children is very helpful in C360 reports. It would be enormously handy if there was an option to show data from all accounts in a hierarchy, especially since Gainsight seems to understand SFDC account hierarchy better than SFDC :) 

As we begin to move more customer lifecycle emails into Gainsight, we are in need of date filters that are in Reports.  Example: We want to send an email to customers who signed up the prior date. In Report Builder, I can say Date = Yesterday. In Powerlist, I have to do Date = Subtract N From Rule Run where N =1. However, when comparing the two, I have different numbers.

Currently, on Matrix Survey Questions, you can only allow comments for the overall Matrix Question.  It's one comment field, at the very bottom of the question. It would be fantastic if you could allow comments on each individual sub-question on a Matrix Question.  Most Matrix Questions contain numerous sub-questions, and there are many use cases where it's beneficial for the user to be able comments on each. For example, looking at these sub questions that are on a Matrix Question: I would like to have the ability to allow the survey taker to add comments on each of those sub-questions, as opposed to one comment field for all four of them. This enhancement would provide greater flexibility in survey design, and would allow comments on Matrix Questions to be collected and analyzed at a more granular level.

Occasionally a customer pushes us usage data and has not created a date field on it, especially if it's a true snapshot of a growing value, or they push us data with a day or two delay (give us a date of two days ago) and we need to monitor both dates. It'd be a cool feature to be able to add a "today's" date to an ingest job, similar to the way we add a custom mapping in a rule. Could capture it as "ingest date" for each record by default. Without this we have to create an additional job (rule) to run against the MDA table after the ingest has completed. 

My organization has conducted multiple exercises to make sure that each Relationship scorecard has the right weight and value in order to properly provide an accurate overall score weight that we utilize in SFDC as well.  However, when I want a scorecard to not have a value I must choose N/A and remove the color completely.  For example, if a customer has no open Support cases, then the scorecard would be N/A.  If there were Support cases within the risk threshold, it would be green, etc.  I would like to utilize Blue, but then I must assign a score value to the color.  This in turn either erroneously lifts or lowers the overall score.  It would be wonderful to utilize RYGB with Blue having no value whatsoever.  This can in turn, provide a more appealing scorecard to customers and Executives and assist with operations to make sure that if there is a grayed out scorecard, it is a Gainsight Admin issue which needs to be resolved. 

It would be convenient if account lookups that are in the linked object section of cockpit had clickable hyperlinks. It shows a hyperlink in the CTA tab but not in the linked object.