Archived ideas

Our teams have recently starting taking advantage of the Email Notifications section. They've noticed though that when they try to click the link to the CTA or the account in the email, it takes them to a SF sign in page. We use OKTA, and so, we don't know our user names and passwords, so they are unable to log in. It would be great if there were a way to configure the emails so that those links were clickable without the log in prompt. I know it's probably not possible given the OKTA in between, but thought it was worth mentioning.

Would be great if you could assign the layout and configure it in the same location instead of having to go to two places.

When the preview rule option was added (which I love!), this seems to have eliminated the ability to edit a rule from within a rule chain (unless I'm overlooking it?) Would be nice to either add an Edit Rule option from within the Rule chain itself.... or from within the Preview screen 

If you have a Sandbox org and it was upgraded with an early version of our November (5.4) release, you can submit feedback and ask questions in the new "Early Release/Sandbox Feedback" category here in the Community.  Production orgs will be upgraded to the November (5.4) release on November 29, unless your organization opts out of automatic upgrades.

I'm exploring the new C360 Timeline feature in a demo org, and I have some minor UI feedback and questions. Some of these might be bugs that will be fixed, so I apologize if they're already being addressed. 1) The menu of activity types is currently labeled "Select options". This seems more like a Filter, than an option, and is comparable to the Vault assets filter on the Vault tab. Perhaps we should call it a Filter and/or use the filter icon? 2) When I create a new activity, the window is stuck in the lower half of the screen. (I can slide it right and left, but not upwards.) This makes it a little awkward to fill out the fields in the bottom right of the window. 3) The activity duration field is not intuitive. The increase/decrease button is so far to the right and so small, that I didn't see it at first. I entered "2 hrs," which the system allows me to do, but the alpha characters then render the increase/decrease button useless.  4) While I understand what is meant

When assigning survey permissions by role it would be nice to be able to search the role, or support a larger number of roles in the UI.

It would be awesome to be able to create a tabular chart in reporting and see a sum at the top of the column(s). And/Or allow us to show subtotals and grand totals like you can in SF. It would also be wonderful to have the ability to create calculated fields right on the chart like % of cases open per month, etc. 

It would be beneficial to have the ability to have CTAs triggered whenever an email that was sent by Gainsight is either bounced or rejected. This would be easier to achieve with the ability to lookup CSM attributes from the Email Raw Event MDA table.

I recently came across a use case where a customer is interested in assigning playbook tasks to an opportunity team member based on the opportunity team member's role. I'd like to learn more about similar use cases where it would be helpful to assign a playbook task at a level other than account & customer info to determine interest in this enhancement.

Administration > Operations > Data Management > [Select the object] > Dependencies  Under Rules -  1) Currently, we can see all rules that sources data from the object selected. But, there is no distinguisher for an active/inactive rule. We will have to go back to report builder and check whether that rule is still active or not. I feel, enabling an option in Data management (Dependencies - Rules) like we already have in report builder to quickly look the active/inactive rules will give a real value to Object dependency tracking feature. 2) Dependency shows rules on source object but not on loading part. If we are able to display rules loading into the selected object (along with rules that are sourcing data from the selected object) under dependency will enhance the feature and will have complete information of the object at one single place.

We are completing the planning for our next NPS Survey. We want to have a customer dashboard for our executive team to be able to see the reports currently on the NPS page, but we also would like to have a report that shows the followup emails we have sent as well as how many responses each day we have based on customer type. It would be great either 1) customize the current NPS page or 2) pull the reports from that page into a custom dashboard.

Would be great to have a template accessible via vault for creating a rule that creates a custom field in customer info object. If already exists, please point me to it. Thanks! 

Format the comments fields – change font color, at bullets or numbering.

When exporting the CS360 can you add the ability to include the attributes section in this report with out having to create a new UI view?

In report/JO contact can be pulled using account lookup other than out of box salesforce lookup. Same functionality is not available to configure for Sponsor Tracking. This is not allowing us to use contacts which are related to Account using customer lookup field on Contact.Not having this functionality - we can't take advantage of Sponsor Tracking functionality

As of now early visibility of new release is only possible into Production org. This does not help to judge whether our customization will work or not. Also we can't demo of new functionality to user groups. Having ability of upgrading sandbox instances to newer release will help a lot for us.

Does anyone have any recommendation on the use of internal cases vs CTAs?  Currently (and pre-Gainsight) our CSMs create Salesforce cases to send to internal agents for account issues, technical issues, etc via assignment rules.  However, these internal issues are not sparked by a rule or CTA.  We have tried to move our CSMs into creating CTAs for these internal agents but it is far more cumbersome for them to decide a CTA name, reason, type, and select a playbook and then transfer it all to the necessary agent.  Not to mention it is very hard to report on when they are selecting various CTA reasons that don't always correspond to the actual reason of the case (user error!).  If we had only a few CSMs I could see how manually creating CTAs for others to do would work but when you have about 300 CSMs creating dozens a day it gets tricky. 

Allow the 'Tags' that are added to Gainsight to be history tracked so that you can tell when that tag is applicable to the account and when it is removed indicating that the tag no longer applies. This would allow us to create Milestones for some tags while using others to simply report on. 

It would be super helpful to be able to reorder (drag & drop) the fields in the Show and Filter sections on the "Setup Rule" page. For the Show section, mainly to help with aesthetics - preferred ordering of columns in the preview and excel export. For the Filter section, there are times when specific ordering will help Advanced Logic to be done more easily. Also, there are instances when date and/or picklist fields need to be moved to the top in order to help with performance and timeouts.

In instances where it is not necessary to provide a reason for why a CTA was snoozed, it would save time if this step could be skipped when a CTA is snoozed.

We don’t have option to set order on the columns that will show up when we click on a data point on a chart type report. We will have to manually drag to set the required order each time. Order will not be sticky once we close it.  Customer wants to know whether can we add this as a feature request?

Patch release 5.3.7 was pushed to Gainsight orgs today. For details on the fixes included in this patch, please review the patch release notes.

We currently have a slew of dashboards that are broken out based on the function that they provide. This is a little cumbersome as we are starting to have too many dashboards to shift through. It would be great to be able to create a single dashboard that then has sections. For example:  Dashboard: CSM Management Groups: Account Distribution, Customer Engagement, Team Performance In the example above, we have to have this broken out into 3 separate dashboards to help keep them organized. Something as simple as groups or line breaks would help provide separation and singular dashboards. 

With the upcoming release of notes, we are excited to begin leveraging them with our team. It would be great to be able to port over notes from another internal system to have a history of the customer in the C360.  It would also be helpful as our CSM team begins to move more into Gainsight. This would allow the CSM to work in one place instead of multiple. *Note - The notes from another system are not in SFDC.

New guides & tutorials on Gainsight Go: Tutorial: Create a Power List using Account Data Space Create CSAT Survey Reports Tutorial: Managing Multiple Products as Separate Relationship Types Comparing Survey Distribution Options Load Usage Data in Gainsight using S3 Connector Configure Reports for ROI of CS: Land New Business Configure Reports for ROI of CS: Expand Your Business Configure Reports for ROI of CS: Retain Business Tutorial: Salesforce Sharing Settings are honored in Gainsight New training videos: Intro to Sponsor Tracking (12 mins.) Intro to Email Assist Tasks (9 min. video) Overview of Zendesk Integration (5 mins.)We've also updated 99% of the articles on Gainsight Go to reflect the current UI and navigation paths. As always, if you have feedback about a specific article, or suggestion for new content, please contact docs@gainsight.com