Archived ideas

In Reports you can select a ranking to show either the top X or the bottom X # of whatever metric you select. In the Rule Engine it would be great to be able to choose a ranking so that we can bring this logic into the health scores we have. For example we are bringing in usage data and it would be great to run a rule saying the top 20 clients by usage get a green score and the bottom 20 clients get a red score.  Currently the only way I can think of to do this (and I'm not sure it would work) is to bring in the usage data, create a report with the top 20 and then have some field in SFDC with a rule running saying if client is on the top 20 report automatically fill in the field as yes. Then have a Gainsight rule running that says if the field in SFDC = yes, apply the health score.  This would be greta since we are planning to update the usage data weekly and it would be great to automatically have scores change for the top 20 and worst 20. Would be a great alternative to

Our Account Managers "live" in Salesforce and consider My Tasks on the home page as their default place to start and plan their day. In deploying Gainsight we are looking to take advantage of the CTA Task synchronisation feature such that any task associated with a CTA will display in the AMs My Tasks list alongside other non-Gainsight tasks. These would then also feed into performance oriented dashboards for both the AM and their managers. However there are a couple of limitations here: 1) We have mandatory fields set up in the SFDC task object which are not populated when the CTA Tasks is created and synched. If an AM then actions and closes the Task from the Cockpit view they can do so without filling in the mandatory fields. Checking the Task Complete box closes that Task. So this wont contribute to any reporting focussing on these Mandatory fields 2) Some of our CTAs orient themselves around not having called a Contact for a set period of time. In the CTA we can use tokens to su

Ability to set criteria for actions, and then exit when there is a match. As is, with multiple conditional Actions, like setting a Score, each Action has to be mutually exclusive otherwise the Score gets reset with each match, until the last match wins. I want to be able to prioritize and have the first match win, and then exit. Is this possible yet?

[i]We have looked into Success Plans for tracking high-level customer objectives and goals. We found the current feature to be insufficient for several reasons:  [i]We don't think objectives should be a type of CTA. We think of the goals/objective for our success plans as high-level goals for the account that should be kept top of mind. They are not necessarily a  "Call to Action" and we wouldn't like them to show up in our cockpit with due dates (we know we can keep them as draft, but this doesn't seem right [i]Ideally, these top of mind goals would appear in the summary section of C360, so everyone from the CSM to the executives can see them first thing when they open to account [i]We would love to have a way to mark when these objectives/goals for the account are achieved, and this should trigger a milestone and be treated as a way to celebrate success (e.g. send email to executive sponsor) [i]We would love to see these features added to Success Plans or through a

Gainsight is a great tool, but sometimes it feels like the strategy that's embraced is more of a "keeping scores behind the scenes" approach instead of a single pane of glass/collaborative approach which I believe clients would find more beneficial. It would be great if Gainsight had some sort of "view in client mode" functionality for when you want to conduct a WebEx session for a client touch point meeting.  This would allow CSM's to show the day to day tasks we're working on for clients without exposing them to the internal only scores that appear, etc. I realize some of this can be done using Success Plans, but those typically tend to be high level goals you have for an account.  What I'm talking about is more of a task list approach.  Today I use SmartSheets for this which even allows me to send update requests on tasks where client's owe me an update. Maybe a short term solution would be to add a check box option to all CTA's.  Something like: internal o

I am thinking it would be cool if you could have a drop down right next to the dashboard filters where someone could easily switch the User based filters of the dashboard right there.  This would be helpful for Manager or Director type dashboards, where they have 1:1's and would like to quickly pull up what they need without having all the extra clicks of changing the filters. I am thinking something similar to how the C360 sections have drop downs, but instead of looking at different reports, it would just look to see if a global dashboard filter based on a User field had been applied.  If yes, then it shows a drop down with a searchable list of users who currently have a Gainsight license. Thoughts?

Multiple customers have requested the ability to use required fields or use SFDC validation rules in the CTA workflow. They fear that users will forget to update specific fields with key data before closing CTAs. Some ideas I've been pursing... Validation Rules/SFDC Required fields Currently the error messages in validation rules do not work on our visual force pages, so with the way the screen refreshes its very confusing for a user if you try this. Process Builder This seems to work, unfortunately it doesn't give much information to the user and is after the record has been changed. Useable but risky experience if the user can't see what fields are required. Rules Again after the fact. Unfortunately in our rules engine we can't update CTAs, so you would be creating a new CTA every time the data was wrong. Reporting/Manual I think this is the best currently. A validation report on a manager level dashboard so that the data quality can be managed and followed up on. It wou

When a rule fails, it can sometimes be a struggle to determine what the actual issue actually is. The error messages that are given are usually vague or very descriptive to the point of not being useful. As an example, when a rule fails due to an Oauth User losing their license to Gainsight, the error message that we send is "Rule execution failed: null".  Were we to add more comprehensive error messages, we would give our customers more insight on their current frustration. And as a member or the support team, I love the idea of giving our users the information that they need to troubleshoot an issue quickly and efficiently!

As a new admin to Gainsight I have to explore and access different areas of Administration menu. Unfortunately I do not always know the administration area I need to be in.  I utilized the old UI menu bar to act as a general guide.  In the new UI if I select the wrong area I have to expand the menu again to restart my navigation.   Is it possible to have an option where I could have the left hand menu default to expanded so that I can access the administration areas in one click rather than two?  

Hello, I have another suggestion - it would be good if the templates in JO could be edited in batches. Like it would be possible to change all common configurable things that are there for all selected templates. So first I would select templates and then the attributes available for batch changing would be displayed depending whether all these selected templates have same attribute to be changed. I.e. background color, subject (if it is the same for al the templates), etcl

I was speaking with a customer that would like the ability for standard deviations in the rules engine.  Can you provide some context into if this is something we are working as part of roadmap? 

The Account Summary in the full view as well as the widget seems to have gone backwards in time.   (my opinion) The colors around the 6 boxes looked better than the new look.   Obviously, the more we could configure in terms of shading and colors would be a nice addition.   But have some colors to the boxes , like before , might be a good start.   Im not a UI expert, but the colors made the widget more "eye" appealing and draw.

I have had a few clients looking to do the same filtering that is available when reporting on SFDC objects.  The big ask is something similar to CSM = Current User. I'm assuming that we pass the session ID of the logged in user to get the filter to work appropriately on SFDC data, however in MDA I have not been able to figure out a workaround that behaves the same. Is this on the roadmap or are there any known workarounds?

Can we create an enhancement in the Cockpit/List Advanced filter where you have the option to save the parameters that you’ve set so you don’t have to re-filter again.

Team- please see below for some feedback from a customer on issues/ feedback re: the new 5.0 UI. Customer c360: When multiple customer 360 tabs are open, and you are moving from customer to customer, it's hard to see which customer you are looking at.  Would like to have the customer name in the c360 sick out more (make it bigger, bolded, or in the center of the page).  Would just like a way to more easily see which customer you are looking at when on a customer's c360 page. Tags (in the Customer c360): Would like ability to 1) scroll and look for specific tags (right now there is no scroll bar). and 2) would like ability to be able to type and search for a specific tag (could do this in the old UI, but can not do this in the new UI) - thus customer is not able to use tags in new UI. 

We're looking to deliver and track customer satisfaction on individual cases and by extension, the owners of those cases. Use Case Example - Support Cases Process: A case is closed and we want to trigger the delivery of a survey to the contact that filed the request. The survey would ask for the satisfaction for that specific case.Reporting needs: Satisfaction with the specific case and by contact Reporting for Customer Support Management to understand satisfaction for a specific Customer Support rep Reporting on customer satisfaction for types of casesSimilarly, we would want this level of survey capabilities for other objects within sfdc - for example, projects. Because of this limitation we're looking at separate survey tool for support, professional service, etc, if we want that level of specificity. Current survey capabilities seem to be focused on broad account level satisfaction - which can be categorized but the data can't be used drive improvements in gaps in knowledg

I'm trying to add a Rule for, "Create a CTA when more than X number of Zendesk Comments have been made in the past week." We have the Zendesk-to-Salesforce integration set up. In the Rule setup, I select the "Zendesk Ticket Comments" custom object as my source object, but no other objects are listed in the field selector, so I can't proceed with the rule creation since I don't have access to an Account ID field. The object does have a reference field to the "Zendesk Ticket" custom object, which, in turn, has a reference field to the Account. I imagine that there are many situations where this sort of object-to-object-to-Account lookup functionality would be useful in Rules. For example: For Accounts approaching their renewal date, create a CTA for a person with a certain Opportunity Team Role. For new customers with a certain Opportunity Product, send an email to the Account owner. When Sponsor Tracking indicates that a contact has left the company, create a CTA whose c

Measure: Sum of Volume Dimensions: SendDate (DATE), CountryName Since we have more than hundred countries and more than a year of data grouped by date in one MDA subject, it seems that heatmap shows only one day for couple of countries and ignores the rest. Same thing happens even if we filter out to show only last 7 days or we summarize SendDate by weeks. Heat map usually works fine when it comes to much smaller volume of data - for example creating a heat map from CTA or Account object In attached example below we're seeing only one week of data and there should be at least few weeks visible and dozen more countries available: Couple of ideas for additional heat map improvements

Our team spends a lot of time on the R360 page for relationships, it would be great to have the sponsor tracking available as an option to add to the page.

In the Usage section for CS360, we have around 30-40 different measures, and it's really difficult to work with it if you don't know exactly what measure you are looking for. So I think that the Groups of measures should collapsed, and this way it would be much more manageable. In my example, Contract Details group is expanded by default.

As a time saver , versus searching for say "Rules Engine" and then clicking on search and then clicking on the Rules Engine.....   It would be nice to either configure the left panel or show the top 5 most recent sections used at the top of the list. With the new UI, it seems I have to search for the section I want and its a few extra clicks - either a way to configure the list OR show the most recent sections used would be easier or better for me.

In Usage when trying to create a Milestone, you have to [i]left click on the calendar for it to retrieve. Doesn’t it make more sense to be able to click on the calendar? After obtaining feedback from my team members, Most of the them mentioned they had to “play” with this before figuring it out. One even stated, “I accidentally clicked to the left [i]then figured it out”.  Most of us felt you should be able to click the calendar to retrieve it. Is this a possiblity?    

With the new UI, it would be great if the Admin section could either have the ability to collapse the sections or be able to configure the order of the items based on what you use most.  Most of the stuff I use is at the bottom so I now have to scroll down to find.

As an administrator of Rule Chains, I need to be able to quickly move Rules around in the dependency hierarchy. Today, I can only do that by deleting the Rule in the Rule Chain then add it again under a different parent Rule. If the Rule I'm moving has subordinate Rules, this creates lots of work. Being able to drag and drop entire hierarchies (by way of dragging the parent Rule) would be more efficient. This could allow me to not only change the parent but move a branch of the hierarchy to a higher or lower level.

I am trying to build a Powerlist off of NPS Survey Response.  I am not able to use all accounts filtered, because it is pulling in results for all customers.  I switched this to NPS User Email, which pulls in the desired results.  I am not able to pull in Contact First Name to use in the outreach.  I know I can create a formula field to pull in contact first name on this object, but I would like to be able to get to the Contact First Name with out having to create the formula field.