Archived ideas

We are continuing to add new playbooks regularly to help provide guidance on how to work both internally and with the customer to achieve various objectives. As the list of Playbooks continues to grow, it has become cumbersome to add a CTA, look through a list of titles only for the playbook, click on it to review the tasks, and then continue to search if it isn't the right one. Given the amount of additional information that is within the 'Playbook' section of Cockpit, it would be helpful to be able to search there for the appropriate playbook and then have a button to "Create CTA" off of it. 

There are several things CSMs do manually (via copy and paste from GonG) for every EBR. It would be great to automate the export of these pages: Scorecard review Top 5 features used Table of G/L/Y/R users by name and # of Cockpit & Page views Adoption trends by usage graphsAs we think of developing this further, here are several ideas that could help drive adoption/provide helpful insight: In the scorecard, differentiate between 'Red' users that are actually not full users (e.g., Sales/Support/Marketing folks).  If we could see users by type and then have a habits score that pertains to how we expect them to use Gainsight. Some customers are looking to implement specific GS features (e.g., Gsnap) and want to see who from the team is adopting that particular feature Ability to know when a CSM was on Holiday/PTO and don't have that adversely affect his/her 'habits score' (you'd be surprised how sensitive they are to i

Hi Gainsters - Moving forward, we should always check with a Community post author before merging their post with another. Let me know if you have any questions on this.

I'm having a tough time when trying to add comments to the Scorecard -- the pen "edit" idon comes up when you hover over it, but you can't click that to enable editing, you have to click in the box. And the box kind od goes blue when you're editing, but at least on my screen I can't really see it so I've had many times when I thought I was typing a whole update and I wasn't actually typing in the box. Also, it would be great it there could be a timestamp on the comment sections (of the overall health score as well as the scorecar cards), like there is with the health rating, so you can get a sense of the last time that comment was updated. I've trained my team to enter the date before each update but I'm sure there are times when they forget to do that. Thanks!

When sending emails through the Rules Engine, currently a token has to be present within the text version of a SFDC Email Template for the Rules Engine to recognize it fas an option for Field Mapping. This functionality should be expanded to include tokens that are only present within the HTML versions of SFDC Email Templates. This would offer more flexibility when using templates with tokens that are part of embedded links.

When customer is marked as Lost, there should be an option to close all open CTA's. Currently this is possible via Rule, but it will require you to create a rule for every CTA Type + Reason combination. This makes it practically impossible. It will be great if you can have an option to define this for all CTA Reasons.

Since SFDC has its own Home tab/page, perhaps for clarity, the Sharing Settings page should say "Gainsight Home" or "Gainsight Home Page" instead of just "Home Page."

Please buy a round of drinks for the team who built Data Spaces -- they make [i]so much possible that was out of reach before. In just this first week of using them, I've had reason to build them for NPS Survey Responses, Opportunity Field History, CTAs, and Opportunity Products. There are some things I'm discovering would make them work even better: 'Favorite' fields: I find myself adding the same Account and Customer Info fields to every data space, since they hold info about the customer's type, tier, products, contract dates, and health. It would be great for these to always be more readily available. There are many ways to skin that cat, such as: making them always available in the Report/Rule/etc. when there's an Account ID in the Data Space; or making them appear at the top of the Data Space builder's list of fields; or putting them in a collapsed section within the Data Space builder's list of fields with an "Add All" button

We have several scorecard metrics that are updated automatically that, on occasion, our CSM find a need to manually update. For instance, the number of support cases. The rule is set that under 10 cases is green. But if the customer is unhappy with case resolution, even if the number is low, our CSM will set it to red. The issue is, next time the rules are run, they override the manual edit.  Can we get the ability to have the rule check for a manual update, and if there has one been done in say the last week, it skips the update this time? Thank you. Trevor

Use Case: Customer A has a green health score but is scheduled to churn.  Upon any field update implemented via a rule, update the overall health score to “NA” and retain all the individual health scores that make up the overall score. This functionality would provide our CSMs with a more accurate health view of the customer just as they are about to churn.

We are creating a JO outreach that fires to our CSMs each week when CTAs are overdue. However, if a CSM has four overdue CTA's, we don't want to overflow their inbox with 4 emails. We'd like a mechanism to allow us to bundle the overdue CTA information into one email to the CSM where the four CTAs are listed. 

We are trying to use the Relationship Sponsor Tracking functionality but are coming across a problem ... There is no way to input a LinkedIn URL unless you have contacts associated to the relationship group(see attached example) We have also encountered this issue on a client level. There is no way to input a URL without clicking the track button beside a client (see attached). You need to click into the Track button beside a user and then search for a URL. The process is not very intuitive or user friendly. Is it possible to get a search option put in for both scenarios??

Is Gainsight planning on providing the option to display the  Sponsor Tracking section into the Account Widget?

CS360 Summary shows the Active Product Line(s) and then only displays information on 2 rows, though there appears to be space within the tile to support at least 1 if not 2 more rows

Are there plans to make certain scores uneditable by end users?  We have scores that are automatically calculated which should not be manually touched by end users...but we've had some folks do it anyway.  Yes we have educated them, but it should would help to be able to "lock" certain scores while leaving others (i.e. Sentiment or Subjective) editable. I searched for this in community and didn't find so apologies if this is a duplicate.

A customer I am working with is interested in the option within Survey --> Analyze --> View details and Follow up to wrap text, especially comment text, for easy viewing of survey response information. I'd like to learn more about interest in this request.

The ability to add custom fields to the Email Logs report in analytics is very helpful. I also need similar manipulation with the Email Raw Events. Are there any plans to add the ability to edit there? I've tried adding this as a data space, but the Email Raw Events table doesn't seem to be visible.

How's the product roadmap looking for Power Lists based on Data Spaces (that aren't Relationship-based)? I would like to set up a Power List to email all the folks who are detractors on our most recent NPS survey. In order to do that, I need to use a Data Space on the 'NPSSurvey Response' object, in order to hop to 'Survey Participant' to hop to 'Contact', so I can grab the respondent's first name for a token in the email template. (The 'User Name' field in 'NPSSurvey Response' is the respondent's first & last name, or their email address, which isn't colloquial enough for an email that will look like it's coming from our VP of Success.) Instead, I'm going to use a Rule based on the Data Space to generate CTAs with a Playbook that includes just one Email-type Task. Then I will log into Salesforce as our Vice President -- which I can do since I'm a Salesforce Admin -- and manually send each of those emails. Wonky workaround, and not scalable to large number

Received an interesting request via the Support channel to have the comments for a CTA essentially pasted, or posted, to chatter once the particular CTA is closed - not to be confused with posting comments on CTAs to chatter. To clarify, user wants to automatically copy the enabled Comments section to Chatter, not have the users post to chatter from the CTA. They are using a report of CTA data that includes the Comments field as an account history and wanting to mirror that data into chatter for the Sales Rep to see. Have other users found a way to accomplish this? Thanks!

We have a particular playbook where we want to assign one task to the manager of the account owner. Our "Account Owner's Manager" field is a formula based on the user. This would be beneficial. 

It would be nice if we had the ability to assign CTAs to the manager of a User by looking into the User data for that person for Salesforce and assigning it to their manager. This would help with closed loop with surveys. 

I have a customer that would like to have the option to turn data points on for line graphs. 

Hello, one of our customers was complaining he is having difficulties responding to our survey (transactional) using JAWS software (I think this would be valid for all software for visually impaired people). The problems are following: ********************************** For questions that contains a rating from  1-10 I have the following issues: 1. Navigating using the keyboard skips over the radio buttons.  The arrow navigation moves from reading one question to the next but does not move into the radio button so that I can select my choice. 2.  When using the mouse it selects the entire row of radio button as if it was one object.  I cannot select the individual radio button. ********************************** I know you probably cannot do anything with it right now, but please take this into consideration when designing the surveys. Thank yo

Would like to have the ability to create a relationship 360 export similiar to Customer level that exits.  All of our data is stored at relationship level, and critical to be able to do so. 

We view the Features Section as an important piece of our use of Gainsight that will help us to drive up-sell/cross-sell of our products. There are two things that I wish the Feature Section of the C360 page did differently: First, Editable headers. I Know that this section is pretty much "out of the box" and there isn't really much customization available to this component, but for a non SaaS company, some of the the "Licensed" and "Enabled" headers don't make that much sense. It would be great if these headers were editable. How difficult would it be to add some more functionality to the setup of this section? Second, I've setup rules to bring in data into Features Section and added an @[tag] in the comments field of the Action of the rule. When I run the rule, the data being brought in from the @[tag] populates the comments field of the Features Section. The only problem is sometimes there are multiple pieces of data being pulled in and there's no real way to sep