Archived ideas

Love the idea of Text Analytics but would like to see it for all survey free text fields and not just the NPS comments. 

Currently, when you choose "Advanced filters" in cockpit, you're only able to filter by Account and CTA fields. For Relationship-focused use cases, it would be very useful to have fields from the Relationship object available for advanced filtering.  This was a request by a user at HPE ADM. 

When the Mass Edit tool is used to update the CTA assignee, and update Tasks is selected, completed tasks are also getting updated. The completed tasks should not be updated so we can preserve the history of who did that task. There needs to be an option to exclude completed Tasks from the update. This is making the Mass Edit tool unusable.

I have a customer who is requesting the ability to be able to pop out tasks in a new window/tab within Cockpit. Currently it appears the only open is to click the tasks and have them open up in the same window. 

It would be convenient if we could create an email notification when a data file doesn't come in when it is expected. It would either be within the S3 job to say file is expected by X time on a specific day (or give a range of time/days) or maybe at the MDA object level so it could be done for API route as well.  Some customers have issues where the job fails on their side and no is notified. Also, some customers load files manually and this could serve as a reminder to them.

I'm wondering if anyone has had success closing CTAs via a rule since the February 2017 release. This is the first time I've attempted this, and my rule is stuck in a run state. I have a ticket open with Support, but it had to be escalated to L2.  I am looking to understand if this is how I've setup the rule or if it is something in our configuration.

My team would like to ability to export a success plan to a word document, not just powerpoint template.  A lot of the content in our plans is text heavy.  In addition, we create our success plans with our clients.  Therefore, the ability to export to word would allow for better consumption of the material and easier collaboration with our clients. 

As an admin, I LIVE in the administration module. It took me an unnecessarily long time to learn where to navigate to create playbooks for the team, and I believe it would be beneficial to relocate (or have a duplicate link) the playbook section from cockpit to administration workflow.

For relationship CTAs, it would be extremely helpful (imperative) that we can show the relationship fields and show them in the list view.  For example, we've created a relationship CTA, however the total account ACV is show for that CTA (which is incorrect).

I know this is a fairly new feature but the ability to add multiple linked objects to the CTA instead of just one object would be awesome. In order to continue to increase user adoption, keeping users in Gainsight instead of SFDC is key and by allowing multiple linked objects, this will help greatly. 

We have a CTA that triggers for the Gainsight Executive Sponsor to reach out to a customer. The sponsor then goes to the C360 to look for the contact with the relevant role. It would save time if the CTA already had that person attached as an Associated Contact.

As we grow and mature in our customer success rollout, doing development work in our Production instance becomes an increasing risk.  We have a sandbox environment, but building out our engagement workflows in that environment for testing, then having to recreate it from scratch in production is a duplication of effort.  I imagine this is and will become a larger issue for customers across the board. Vault - which I admit I have not begun to delve into deeply at this point - seems like it could be a helpful mechanism in being able to fill this gap. If as a customer I could create a private Vault "channel" to which I can export rules, playbooks, reports, etc that I build in Dev and then turn around and import into Production, this would be a HUGE timesaver for me, not to mention significantly reduce the risk to potentially breaking something in production. Including a version control mechanism that allows me to update to the latest

It would be great to see the field limit lifted when you're calculating fields in Data Management.  Or at least put up a caution sign (like the one you guys put up when we forget to validate the formula) when you hit the limit.   The current limit is hindering our reporting options.   Or let us be able use calculated fields in calculated fields to work around that.  

In S3 execution logs and in data management page at the bottom section of page it shown as "1" however we can have more than one page as result set, Only upon clicking next icon we come to know there are other pages as well. Can it be something like this showing page 1 out of 5 so that we will know there are more than one page in result set

We load data around tickets into a table in MDA. We would like to create a CTA for the CSM when there have been X responses from a rep. However, we only want the CTA created once per ticket. We've gone back a forth a couple times trying to figure out the best way to do this, but we haven't been successful in determining a way that wouldn't trigger a new one each day. Our date fields include: Created_on, Last_closed, and solved_on. Close means in a Pending or Solved state. This field will change every time the ticket is moved into pending. This means we cannot trigger the CTA off of Last_closed because it will be created every time the rule runs after the ticket meets X responses from a rep. Created_on won't work as there 9/10 does not meet the X responses on the day it was created.  Solved_on does not work because we want to use this as a notification to the team of risk.

It would be awesome if we had a a checkbox or picklist on the "Call to Action" action in the rules engine where we could say "Don't create this CTA if one was created in last (X) days".  This would be similar to how the JO email feature works, with the 30/60/90/Lifetime selector.I have a few customers who see the CTA come in, but there is nothing they can do to action on it and want to close it.  But closing it doesn't change the underlying data, so the CTA comes back the next day.  They'd like to reevaluate the next potential CTA after X days.I can do this by adding a date field or something to Salesforce, but we'd have to do that for every CTA type, which isn't really manageable.

As of now, we are able to select only 3 fields as identifiers per data type. But we are seeing some customer requests where we need to select more than 3 fields per data type in some cases.  Is there any plan to increase this number to more than 3?

We have a use case where we're wanting to close CTAs based on when users log back into the system. The original CTA opens when a user has not logged in to our system for 45+ days. What we would like to do is basically reverse the criteria for another rule that would automatically close the existing CTA once a user logs back in to the system so the CSM knows the risk has organically been resolved. 

We want to fire CTAs for when sales activity in an account is stagnant and engage the CSM to perform an EBR. The idea is that in most cases EBRs result in saving an account or resulting in upsell/cross-sell so we want to be just in time in these accounts.. In order to do this, I want to run CTAs on a rolling annual basis daily but if I do that, then some stagnant accounts that we know we've maxed out will continue to have CTAs fired daily. The only workarounds I can think of are to run this rule manually on a monthly/quarterly basis or instruct reps to have a perpetual open CTA that's always in the future. Both are terrible but just trying to think of how to activate CSMs for something like this. In an ideal world, we could instruct Gainsight to not fire CTAs in cases where it's been fired in the past X days. Any tips?

When I first started making reports I put a prefix on the report to indicate where it was being used such as "360 - CTAs..." or "Dash - My Contacts...".  Now that I have a lot more reports it would be helpful if there was a way to categorize the reports to indicate where they are being reference.  This could be manually set by the person creating the report or if they system could dynamically tell where it was referenced and then display that in Reports 2.0 the person editing the report could be more aware of where that report is used and what consequences it could have for users.

I am implementing a new customer and the topic was brought up permission set vs profile administration. Obvious reason permission sets is the route to go. And, this is what we ultimately decided on as you do not have to go in and make edits monthly. However, their use case was that they try not to utilize permission sets in the SFDC org. While it is entirely possible to utilize profiles for everything that the permission sets do it is difficult to maintain. They were ok with this but, they were mostly ok with this if the release notes had the updates of what is being added/edited. I verified with product that we currently only update the master sheet on support docs. Not stating that this was effected this release vs another release. A simple line on the bottom of the release saying, "Permission to this field on this object added to this permission set" is all it would require.

I'd love to see our Load to Relationship action expanded on.  Currently, we have to map to Account ID and Name.  This is fine on our original load rule, but if I am pushing aggregated data (such as ARR/MRR, Seat/License counts, etc.) to attributes I have created, and the NAME isn't on these sub-objects or in that data set, I can't finish up the rule. I have created other attributes that hold unique ID's, so I was hoping to use these as identifiers.  Which I can call out in the action, but since it is till also requiring me to map NAME. What I think would work as a solution is, on the attributes creation dialog box, you can check a box that allows you to mark that field as an External ID (which would also check the box on the backend of SFDC).  Then in the Load to Relationship action, you have to meet one of the following conditions: Map AccountID and map Name Map Account ID and one of the fields identified as an EXTERNA

If a dashboard was configured to be emailed via the "Email Dashboard Settings" screen, there isn't a way to delete (reset) all of the settings since all of the fields are mandatory (see screenshot). You are able to enter a random recipient/text into the field but a "reset" option would be better.

Is there a way to move MDA Maintenances to weekends? I understand we have extra triggers and verifications on the backend of our setup, but every time there is an MDA patch our rules are running late into the morning sometimes the afternoon. It is not beneficial for our team to come in and see one thing on their accounts and then in the afternoon it be updated to something else.

An idea and suggestion for others:   Gainsight Steering Committee As soon as we went live with the tool, we established a Committee.   The general goal for the team was to review and discuss feedback, suggestions, change requests, and forward thinking improvements.   We wanted to make sure we :  (listing a few reasons for the Committee) - discussed and reviewed any changes - had a home for the CSMs to vent, complain, and suggest - had a group looking at unused features to see what might be good to utilize - devised a way to track and manage changes and updates to our implementation - documented and communicated updates to the implementation - didnt just make a change for every email or verbal request, unless it was going to be a solid change for the entire team. - provided a voice for the CSMs - provided a place for a few CSMs to become a GS champion The Committee meets