Archived ideas

This is the first in a series of posts highlighting specific use cases captured in Vault by a specific set of downloadable Assets.Today's use case will be how to build out an effective and insightful NPS program. All of the following assets are found in the Manage Customer Risk folder > Sentiment Risk sub-folder.Surveys:If you haven't built your NPS Survey yet, download our pre-built one under the following title: General NPS SurveyJO Templates:There are a number of useful JO Templates to help you automate your NPS Program. You can download a Template to send out the NPS survey and a second to notify your CSMs whenever a survey is sent to one of their customers:  NPS Survey Email Internal - NPS Notification to CSMs  To fully automate the NPS process, you can set up JO Templates to reply to NPS respondents of all types. Available Templates in Vault include: NPS Promoter Response   NPS Passive Response   NPS Detractor Response Rules:The first type of Rule you'll want to set up will ge

Under the Owner filter, would like to be able to identify groups of owners.  For example, the manager of the AMER CSMs could look at the Cockpit and show all the CTAs owned by the AMER team of CSMs. Using the filter for this task is not realistic. Wonder how companies with groups of CSMs are managing the teams of CSMs ?  we have reports and dashboards created, but would be nice to view in the Cockpit in an easy fashion as well.

I am seeing a growing need for pivot reports built off of SFDC Data. It appears only MDA data can be pivoted on. 

I've been telling folks that attending Pulse was like spending 4 days plugged into a 240-volt outlet. It was a thrilling experience of absorbing ideas and frameworks for both thinking about and attacking customer sucess. I wanted to share the lessons I learned that, at the moment I heard them, made me scribble them down furiously. Hopefully it's instructive for folks who couldn't go to Pulse, and I'd love to hear what rose to that level for other attendees! Top Takeaways We can always do better at knowing how our product is used. Ask 10 different employees what the most common usage flows are for successful customers, and you'd get 10 different answers. That's a problem for those of us trying to craft the "correct" experience for each customer, and is setting up our less experienced CSMs for strugglesville. Research & decide on the best customer experiences/journeys and use cases. And aggressively compile and internally share the stories that our customers have to tell us about

When a user previews a Survey or Playbook or Email template asset, they have to scroll through the pop-up window to view more than 1 or 2 questions, or more than 3 Playbook tasks, etc.  Customers have complained about our poor use of space in Cockpit > Playbooks when they're viewing the associated tasks, but it seems like we've introduced the same minor annoyance with Vault assets. In Surveys and Playbooks, the limited view makes it a little unclear that more tasks or questions even exist in the asset. 

Reports now are default sorted alphabetically in a descending order (or Z-A). Some users however may prefer sorting in ascending order (or A-Z) by default.  Users can now change the order by clicking the field that they are sorting with until their desired order is reached. But making a way for people to sort and save their reports that will retain the desired sorting would be beneficial and convenient!

For Sponsor Tracking records in the 360 where we have detected a change, the "Ignore Change" button in 5.0 is directly underneath the mouse over icon to review the changed data.  Today I momentarily forgot that this icon was a mouse over and wound up clicking on it instead, which resulted in an inadvertent click on the "Ignore Change" button.  Lesson learned on my behalf, but such a mistake might make a customer upset since they didn't get a chance to see the changed data.  I suggest we move the "Ignore Change" button so it's not directly under the mouse over icon.

Sometimes you just want to peruse the vault to see what's new and get ideas. It would be great if either there was a separate tab for Vault or there was a link to access it on every page. 🙂

When we created the Relationship Scorecard measures, each has a field for a description.  However this description doesn't show on the end user's view of the scorecard when they're updating it.  We tried to work around this by using really long descriptive names for the measures, but those are also truncated in the end user's view after about 30 characters.  Can the UI be updated to show either the full name of the Measure or the Description somewhere the end users can see it?

Actions such as;  change score, trigger CTA, change health score, etc, all from the rules engine. 

The new multi-language functionality for surveys is great! However, one bit that would be a welcome addition is the option to add translations for "Select Language" for the top right prompt on the survey. It stands out a bit as that is the only text that stays in English when you select a translated version.

Would like the ability to change the column titles in the output of the tables in the Success Plan PowerPoint. Right now the table on tasks has a Due Date, but would like the ability to change that to something more relative to us, like Enter Date. Would also like to add a column for Close Date to show when the task or objective within the Success Plan was actually resolved.

If the parent account responds to an NPS survey, this would then transfer to the child accounts as well. Or Some sense of hierarchy while building survey to note whether this is sent to parent v. child accounts. 

I am trying to clean a clients environment and one thing I noticed is that it does not show a dependency if there is a lookup between tables/subject areas. I know it adds a dependency if a field is used through a look up in a report or rule. But, doesn't say what table is utilizing it without going to a report Would it be possible to add this in the dependency section? basically listing out what tables look up to it?

This is sort of a multi-part idea where future CTA creation dates are easily accessible, exportable, or syncable with Google calendar. This could be manifested in a few ways: Google cal integration (and I guess Outlook too if folks still use that 😉 ) - see https://community.gainsight.com/gainsight/topics/outlook-google-calendar-integration-to-automaticall... for my vote for Google integration Gainsight-hosted calendar that showed the future rules that will create CTA's just so that we're aware that some action, whatever it may be, will be triggering a rule soon that will impact the CSM's schedule through CTA creation. In other words, this incorporates a rule timeline but to an extent that it only applies to future CTA creation dates. Perhaps even having the ability to export a report with this information would be helpful. This will help us anticipate the lifecycle of each customer. One of the C360 summary boxes would be called Timeline View o

On the C360 page, when searching for a customer, we give an append and suggest drop down that shows 10 customers that meet the partial criteria that you have entered. I have a customer that had over 100 variations of an instance and would like to see more than just 10 accounts in this drop down menu. 

We would like to be able to re-order the list of reason values that our users select from when creating or editing a CTA.  At present, they appear to be in chronological order.  Ideally, we would be able to put them in whatever order we choose.  However, having them listed in alpha order would be a step in the right direction.

We currently have 15 different Relationship types, so we also have 15 different Relationship Scorecards (since we can't reuse the same scorecard for more than one Relationship).  I've added the same 6 Measures to each of the 15 Scorecards, but I have to configure the help text on each of those 90 Measures separately now.  It would be really helpful if the help text configuration could be added to the Measure when that's created, rather than after it's on the Scorecard, so that it could be configured once per Measure, rather than having to copy and paste every time the Measure is re-used. 

Customer would like to have real time access for CTAs for Rules creation (or as close to real time as possible). Would like ability to have real time data vs. creating 24 rules for each hour in the day.

So I have an issue when a task is created on a CTA and then the CSM goes to sync to Salesforce...the contact they attached in the CTA is not coming through on the task. It would be great if this would pull over to the Name field on the task?

We love that Gainsight has the ability to click to call, but we are having a few issues relating to how Gainsight populates the "related to" and "contact name" fields on the task.  Ideally, when a user leverages click-to-dial the SF unique ID from the Account record that was clicked on for the call should have the unique ID associated to ‘Related To:’ (SF standard field, database name WhatID) in the task.  If the number the user clicked on was from a contact record, the Contact unique ID should be associated to ‘Contact Name’ in the task.  These fields should be standard fields within the SF softphone as well that should be populated during the call and once the Task record is updated post call from Phone Systems fully committing the record details.  

Most customers take their surveys' on their mobile devices. It is proven to improve customer comments when we tell the user they can use speech to text. There was a study done by my current boss that tested this theory. They had a simple one liner that said "feel free to use speech to text here" (Siri, etc. ). My boss did a before and after and there was a DRAMATIC improvement on the amount of comments and people finishing the survey. If there is a way for Gainsight to recognize that the survey is being taken on a mobile device it would be best practice to add some text in there for comment boxes letting the user know they can use speech to text. 

I'd love it if the "Description" type box within a CTA could be expanded. It would be great if you could expand left for a larger text box. Being limited to the small and very vertical box is frustrating.

Within the Attributes section, it would be helpful if there was a back-door client login link that takes us to the Conversica dashboard. This existed in the last instance and made navigating between Gainsight and client reporting seamless.

When you are on the Cockpit page and click to view a task, it doesn't take up the entire sidebar, and you have to scroll in order to view the entire form. However, when you click on a CTA, it does take up the entire sidebar, and there's less scrolling. Could tasks be changed to do that as well?