Archived ideas

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

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?

I spoke with a customer who is interested in automating a csv export of the standard scorecard view, located under the Gainsight tab. Would like to learn more regarding interest level for this request. 

The My Notifications Settings page still contains references to Alerts, as well as CTAs. Should the Alert options be removed to avoid confusion? Also, where it refers to notifications being sent at 6:00am, it says 6:0. 

We currently have to use the business rules to setup a default metric for some of the automated scores in the customer scorecard. Ideally, we would designate the scores to have a certain value by default, unless the condition of the automated rule (or manual criteria) is met.

- using the rules engine - setting a score as an action in the SETUP ACTION step. Q:  Is there a way to grab a variable from the SETUP Rule/Show section and place that data into a comment box in the SETUP ACTION set ? Very similar to being able to get data from the SHOW section when you are creating a CTA (use "@" and list of variables show up to choose from)

The "view tasks" and "hide tasks" pop up boxes that are off to the side are a little confusing. I wasn't sure if I had to move my mouse over to the side to click on them to make something work/happen or not. Anything we can do to make this part of the navigation intuitive?

A customer would like to export multiple customer Success Snapshots at one time.  Use case: for executive review meetings, team will review ~40 customers, which requires the team to export a success snapshot for each customer and collate them using Automator. If there's a way to select multiple customers and export a snapshot for each at one time, please let me know as it would save some time. Or this could be a good idea for roadmap! Thanks for any insight. 

I have a prospect looking for different health score models based on customer segments. Can I get a sense of timeline for this?

I have a prospect that would like to roll-up relationship scores at an account level. Can I get a sense of timeline on this?

currently we create CTAs under the same reason code by using the "unique identifier" checkbox. Is there a way to auto close these CTAs when the case closes? I tried the auto close but because of the unique identifier it just finds any old CTA that is with that reason code and closes it. I need a way to sync up the two items somehow. We are thinking about using SF workflow rules to accomplish this but before I jump down that rabbit hole wanted to see if anyone had done this differently. 

We have a Salesforce field that is used in Attributes for "Price per X". This price is generally between $0.25-$2.00 - and the value rounds - so we never see the correct value unless we go to the Account page. Can we configure the field to see decimals?

I've recently made a handful of new reports/dashboards to track customers in different stage's. The bar charts are displaying 1.5, 2, 2.5 etc... which seems odd. We are tracking customers stage - so there should not be and half increments here. It looks as though it happens when the scale of the report is under ten. For the comparable reports that have a scale bigger than 10, the half increments vanish and whole numbers are used. For consistency sake looking at the reports, it would be AMAZING to just have everything in whole numbers!   Can you share a few examples of why someone would use half numbers in gainsight?  I'd love to hear a few ideas!

We have some CTAs that include Playbooks/Tasks that list different Assignees. Currently, there are no guardrails to keep Task Owners from closing out a CTA that is owned by a different user. For our org, we want to make sure users can only close out the Tasks/CTAs for which they are assigned. 

When creating survey questions, we need formatting capabilities to adjust column widths as well as formatting of text (ie. Bold, underscore, etc.) A specific example is when using a Matrix question, the sub questions are word wrapping and the column widths cannot be adjusted.   Are there any current plans to enable more formatting options in the survey tool?