Archived ideas

Several of my customers are very excited about Timeline.  Specifically, they are looking to use it to replace existing "weekly update" mechanism.  In order for them to be able to do that though, enhancement to Timeline reporting are needed, specifically around the ability to show the actual text from the "update" activity.  The desired workflow works like this:  Managers set expectation with CSMs that they need to post an "update" on Timeline every week/two weeks/ month CSMs port "update" type of activity, and have an ability to mark whether this update go into an executive update report Managers consume the updates that have been marked "include on executive report" through a report in Gainsight, which shows all "update" type activities posted within a specific timeframe (e.g. last week) They can then export the report / use and copy it to an email they share with executives for the weekly update M

I would love the ability to visualize data in a Gauge Chart. This would be for visualizing % to goal for various metrics.  This is a key part of our executive and management dashboard and there is not a current chart option that gets this point across.  Along with the gauge chart option, you would also need to be able to specify the min/max/middle values. Ability to choose the colors would also be very helpful!   

Posting this one one behalf of a customer: We have the ability to have linked objects on CTAs, which has proven to be incredibly helpful for many customers use cases. I had a customer bring an idea forward on a potential way to build on this a bit if possible. The customer has the Opportunity object linked to CTAs, but the CSMs currently have to manually select which actual opportunity would be connected to the CTA. I'm wondering if there might be any way to automate this in the future so that we can select the Opportunity that should be tied with a CTA in the rule?

On behalf of a customer, they would like the ability to make the opportunity name a hyperlink from a dashboard, which currently is not possible given the report is built using a relationship dataspace 

Since there is a good deal of manual work to be done when migrating from one SF instance (pre-prod) to another (prod), it would be very helpful for the new Admin to be provided a checklist so they know everything that needs to be checked.

Hello everyone! At NOS, we are using post fields for the last 6 months. So far, we have more than 160 suggestions from our clients/users. I wanted to analyze the results in Excel but the actual report gives 0 value... it is impossible to work or create pivot tables. This is something that really needs improvements! Does anyone else have the same problem?

With the release of Timeline, it would be great if the comments section of CTAs could be set to only be used by Admins vs. allowing the CSMs to post in the comments field Thought being that it would be best if any comments where posted straight to Timeline from the CTA at this point.  Pulling in the comments of CTAs in reporting is also pretty ugly since we have no way of distinguishing/filter what was an Admin comment vs. new info that was added by the CSM. Final thought - It would be great if the comment posted on the CTA to timeline actually showed the CTA name on Timeline.

We would like to be able to grant access beyond Admins to allow our teams to be able to configure success plans. In the current state, this creates a bottleneck by only allowing our admins to be able to create these. Our Onboarding team has become our power users and they are creating Success Plans for their customers. However, by only allowing their manager to create the templates and configuration, we have created an issue with the be able to quickly adapt and make changes as needed.

I love that we can create activities from CTA's. I am hoping for some improvement on that (different post). One thing that would be good is to be able to have the "Include child account" checkbox like we do for tickets, contacts, etc. 

Customer would like the ability to customize the export of the mass edit scorecard report. There is another post about the ability to export in other formats, but currently the only export option is csv.  There isn't a way to customize what gets exported out, and even when the report isn't showing things like comments they still show up in the report. Also, because this is a .csv it exports out trend, stale, etc. With these all being strings it makes for a non attractive report. Customer would like the ability to hide/show these things as part of the export. 

It would be AWESOME if we could make an http/API request (to another tool) from the Rules-Engine.  For example, if we're using another tool to track customer's usage, it would be nice to make an API call to that tool when our CSM's have particular types of interactions with our customers.

Could you implement a Usabilla feedback button at the Insided back-end? There are numerous small things that could be improved. They include small nuisances we've addressed quite a while ago. Some of them are too small to address at the Insided Community, but I'd like each moderator in our team to be able to reach out to you on what they think can be improved, individually.

I have a request for the user to be able to have the exported dashboard come from them instead of "No-Reply". When exporting out a report to yourself... this option isn't as important, however, when sending to a colleague there is value in it coming from the actual recipient. 

Customer would like the ability to pull/report on participants that did NOT “make the cut” for surveys with advanced outreaches. This means they were a participant but never made it to the send report because they were blacklisted or some other reason. 

Would be an good idea to Show the List of Success Plans that belongs to Logged-in User in Cockpit page, as we have List View and Playbooks?

Would love to see additions to the "Summarized by" feature for grouped fields in Report Builder: Hour of day (0 to 23) Day of week (Sunday to Saturday - translated to local language) We use the Bulk API to import CSVs for usage reporting. Currently, we add calculated fields for the day of week and hour of the day in 24 hr format to the CSV and upload. It's not the most efficient approach. Also, we have to convert the hour of day to a string since you can't do a group by in Gainsight Reporting on a number. Best,Nate

When moving a CTA due date up ahead of some tasks in the playbook, Cockpit results in an error - that the CTA can't be due ahead of task due dates. Makes sense, but the solution is for the CSM to update the task due dates manually. Idea: can we automatically update task due dates when cta due dates are pushed up or back in time?

We have multiple sections on our C360 for different Salesforce objects including opportunities, cases, and contacts. It would increase efficiency if the opportunity name, case name or number, contact name were clickable links that took the CSM directly to that page in Salesforce. 

I would like to provide my CSMs with the ability to make inline edits to a related list view in C360 rather than having to go into Salesforce to make the edits.  I'd like them to be able to toggle the value in the Technical Contact column in the image below.  From what I can see, the only way to do this is to click the pencil which brings you into Salesforce to make the edits. 

Has anyone figured out how to setup a report to group by Question Name while using a Data Space? Here is the use case. We have a Survey out now with a matrix question. It asks customers to rate the aspects of their customer experience from very dissatisfied to very satisfied. I then score the result with a 1-5 score to output a CSAT-like system.  I would like to then do segment analysis on how customers answer those questions as a group. I could also do one large section to see how all customers feel about our Technical Support (for example). This would allow me to spit out an average score in that range. I have been calculating this manually and its quite tedious. This feature would also give options for even more granular research down the line

Hi all, Very long story short: I would REALLY love to have a built-in, on-demand, dashboard in control, where I can set a date range and get an instant overview of the health and growth of our community for that time period. For instance (and absolutely not limited to): which topics are in need of some TLC from either a moderation or engagement side based on activity levels? (like the current status bar) Include likes given. Which Superuser haven't logged in in a while? (general activity level so we can reach out) Overview of user activity based on various events (should be sorted by ascending/descending) Where are superusers most active? (Do we need to start looking for superusers to cover other areas?) General Activity per board (New topics / new posts graph) + the number of unique users, superusers, staff etc Average time between replies (our good Pierre is already working a mammoth she

Would it be possible for us to notify the customer incase there are failures which revolve around MDA authentication wherein the customer is required to re-authorise the MDA? Below are the scenarios: Unable to connect to Salesforce : Please re-authorise MDA. Invalid user: Please re-authorise MDA.

Not sure what the interest in this would be, but I would love to be able to set up a rule chain with the rules filtered in the way I would expect them to normally run.  But then I could test run the rule chain with a global filter that pushes down to all the rules in the chain, but only for that run.  This way I don't have to go into each rule and change the filters, run the rule chain, then go back in and undo the filter changes. An example of this global filter would be an Account ID or a picklist value.

Currently, the "Health Score" column in the Cockpit view only displays the C360 Health Score. For Gainsight customers who are purely using the R360, it would be great for the system to be configurable - allowing C360 and/or R360 health scores to show.

We would like to see the ability for widgets to produce a list view either via the UI or export.   The primary use cases would be to review the underlying data that makes up the widget value and then ability navigate to a customer within the list to take an action or ensure appropriate action is being taken. Ex. If I have a count of customers that are likely to churn, I want to see that list of customers so I can drill into them and check action is being taken by myself or my team – depending on role – to address the churn risk.