Archived ideas

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 out of scope f

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!

Has anyone try to integrate Google Alerts with Gainsight? It would be useful to be able to pull up the latest business news about clients prior to calls or QBR.

A small thing in the scheme of things but in the new UI the Notifications icon is displayed by default at the top of the screen on any page so users can easily access and configue their notification settings, which is great. However it still displays even if Notifications havent been enabled on the org at Admin level. We are turning on notifications shortly, but for those that dont have this switched on would it be better not to show the Notifications icon to avoid any confusion for reps ?

I've spoken with a couple customers over the last week who would like some flexibility in task due dates in Cockpit. Specifically, a painpoint called out that when CSMs need to adjust timing for a CTA + Playbook, they need to adjust all the associated task due dates. They'd like a way to have task due dates in a playbook 'reset' if one of the prior playbook tasks is pushed out.  Happy to provide more context on that if it's helpful.  I've also heard a request for tasks that have no due dates at all (more just a checklist of items that need to be completed, by the time the CTA is closed). But they don't want to see those tasks as overdue in Cockpit (just the overall CTA). 

We would like the ability to use fields to filter contacts within a survey before sending a reminder.  This would allow us to send a more targeted reminder to a specific population (by product, region, etc.)

We have a CTA that asks our CSM's to review email address' and Contact info when an email has bounced via JO.  It would be helpful if the CSM's could click directly to the contact record from the CTA.

Being able to add individuals to a power list would be awesome. We send our release notes through JO and I always receive responses that our clients would like to add this person, and that person to the email distribution list. They aren't always in our Salesforce system so we can't always do it. We would just need to make sure the contact we are trying to add has all the necessary information for any tokens that are included in the list. Name, Email address, etc. 

CSM Feedback:  "Administration (in the below screenshot) should be clickable to go back to the main Admin screen."

Every customer success team needs a process to escalate customer risks to leadership. The first step in managing risk is to define the types of issues that tend to arise. At Gainsight, we have found 8 key signals to identify that a customer is at risk. https://lh6.googleusercontent.com/HA0LiEsx2h9BxtahyFLwXgXIOLMwC4rUoYIrN5fIk3IbZgBaOWBblfpKIZsb45Z3ysUy_4CdUihStFYaUUIAFTXaUB6BF8LyRrM_D1CRGd3Ol2_85v4sutkRSqoBrHce6inARUzx We created CTAs for each of these risk areas, to help the CSM know when s/he should get involved. In most cases, the CTAs are automated according to the definitions above. In others, the CTAs are created manually by the CSM. For more information on this topic, including details of the “owners” of each risk, click here to view my full blog post. [i]We’d love to hear from you - what framework do you use to manage customer risks?

I've talked to a number of customers about the following... - When you first click to track a contact, you see that person's contact card & their existing title on LinkedIn. It would be great if you had the option at that time, to immediately update your SFDC Title in the contact record to match the LinkedIn title. Current behavior is to select the contact you find, but it leaves the system contact title as is. When Sponsor Tracking runs, it then later picks up the difference in the two titles, and triggers a sponsor change. Would be easier if that cleanup piece was all handled up front. Thanks! 

One of the biggest ways CSMs can add value to their company is by identifying clients who are ready for an upsell. In these opportunities understanding what data indicates an upsell opportunity, how to communicate the upsell to the customer, and how to collaborate internally to secure the upsell are key.   How is your CS team identifying and capitalizing on upsell opportunities with your current customers? If you are partnering with your sales team to close these upsells, how are you collaborating? [i]We'll be continuing the conversation below! Additionally, tune in to our weekly CSM led webinar on Thursday July 7th @ 10am PST where we will be discussing this topic! Click here to register.

I have a customer who is using JO to log emails to Salesforce. So far they are very happy with this feature and really like that it provides the body of the email sent but would like to also do something similar with opportunities.Currently they have kind of a workaround for their renewal reach-outs and have some rules made that logs these outreaches on the opportunity level. Unfortunately these logs do not include the body of the email because the body is not stored on the email logs object.So I suppose I would like to start a discussion on the possibility of doing this.Thanks!

A customer at our June Express session recommended we add vault rules that account for null values. Is this under consideration?