Archived ideas

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 - whi

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 cont

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:

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.

I am curious to know why playbooks have to be separated between Account and Relationship levels?  https://community.gainsight.com/gainsight/topics/product-update-relationship-playbooks  This can increase the number of playbooks that admins have to create and maintain.  Definitely not helping streamline the administrative experience within GS.   I can see where it would be valuable in some cases to define a Playbook that can only be applied in one case or the other, but there should be an allowance for Playbooks that can be applied to both levels, without having to create a duplicate.

It appears that the export for the customers tab exports out the API name instead of the custom labels that are configured in the Administration screen. It can be confusing for customers who don't know about the custom mappings setup. They think the wrong columns are being exported out. 

I was looking for a Vault email template that would correspond with this tutorial on sending a multilingual survey, and didn't find a template that's for sending a generic survey. We have an NPS-specific email template, and a survey reminder email template, but should we also offer something for sending surveys that is more generic? Also, I looked for a usage data email template, but I'm guessing we don't offer that at this point because we can't include reports in Vault email assets?

Right now reporting doesn't allow users to add a filter like, Checkbox Field = False. I know we have a workaround, by adding Checkbox Field ! = True we will get same results. But I think we should give an option to apply this filter. Salesforce allows users to add this filter.

Redhat has two instances of Gainsight now -- Support (Primary, and is the first instance) and Sales (Secondary, and is the second instance.. They will be running CS out of both, with some overlap of accounts in each.  There is one specific requirement to run all survey communication out of the primary instance (was decided by RH tech team) but comes down to having already spent lots of time implementing surveys in primary only. They want the ability to nominate contacts in Secondary and have that write back to primary (either creating the contact if it doesn't exist, or update a field if it does) to show that a survey needs to be sent to that contact. Currently they plan to write a web service that does this as a one way sync from Secondary -> Primary. We could use bionic rules to do this, and have less work for the team (it seems like it would be simpler too). As an additional req, the would like to pass account information for these nominated contacts which is ou

We need a way to migrate surveys between our UAT environment and Production environments. As we build more lenghty and sophisticated surveys, having to manually recreate them in different environments is leaving too much room for error/mistakes. It also causes us to have to test twice. A tool to migrate surveys between environments would be much appreciated.

The new UI has changed and in order to see a specific CSM cockpit, managers have to use the filter button, which creates unnecessary additional clicks. Toggling between CSM's on the previous design was much easier and I really want it back.

Add the ability to send an internal email automatically thru an outreach when a specific user closes a CTA.  

In the use cases of some of our users, having a decimal position option that would apply to all reports could be very useful. Instead of having to change each aggregation accuracy individually, having the option for this to follow a predetermined value would save time.

Since Account Id is required for any rule to work, can we just have this field added by default to any new rule? Why should the end user search for it and add it manually each time? 

We currently categorize our Success Plan Objectives to align with the area of the scorecard that the objective is aligned with. For example, our objective categories are based off of the 6 sections of the scorecard so we can report on whether or not our success plans are moving the needle within the scorecard. So, if a CSM is working on ‘Adoption’ with their customer, they would leverage the objective category of ‘Adoption’ but there are multiple facets of adoption that could be a focus such as Training & Education, Implementation, Support, etc. We would like to associated these ‘sub-categories’ with the Adoption category so that when a CSM selects Adoption as the category, only the related adoption sub-categories are available for them to select. It would be beneficial to have 'sub-categories' that would allow you to get more granular to allow for more robust reporting and trend analysis across our customer base.

I've gotten feedback from our CSMs that the light blue text that links to an account on the Customers tab is hard to read.  I think darker text here would help it stand out against the light background and it would be easier to read.

Does anyone else have concerns about clients unsubscribing and not receiving important operational emails when using JO?  As the tool is now, JO isn't useful for us as an organization and instead we use mail merges to send communications to clients who meet the criteria.  We also use Marketo for other functions and they have a feature called "operational emails" that allows you to designate a non-marketing operational email so you can contact clients regardless of their subscription status and does not include an unsubscribe option.  This feature would allow us to use JO and I imagine other Gainsight clients have the same concerns.  Agree with me? Please vote!