Archived ideas

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?

When users view the Gsnap demo video, there's text and a link along the bottom of the video to contact support@gainsight.com for more information. Can we replace this text/link with a link to a support article on Gainsight Go?

I think user experience could be enhanced if the toolbar traveled down the page with the page, similar to how the object selector already does.  As I add more containers, I have to travel to the top of the page to add a new container, or even to save or preview the dashboard.

If you navigate to the C360 page and don't have a customer selected already, a message displays "Please search a customer" I recommend updating the text to "Please search for a customer". (And should it actually say, "Please search for a customer or relationship"?)

the 100 point scale is tough for us to truly understand sometimes. For example, whats the main difference between a score of 65 vs 75? We would really like to have a simple 5 point scale to make things simpler to understand. Is there any way to make the scorecard a 5 point scale instead of 100 points? And if so, is there a mass edit option to change the numbers to the new scale?

Not a bug, but a UI issue that should go on the 'fix when able' list: when entering new fields via our Data Management tab in Administration, when you are entering field info after clicking on 'Add Fields' to get the popup, if you click the Add Field button when finished rather than the 'Add' button, it clears all entered info and resets - should this button be disabled until either 'Add' or 'Cancel' is selected? Just wanted to put that on the list - thank you!

Right now sponsor tracking only pulls in contacts listed on the advertiser’s account. But for the case where we’re only working with agency contacts (found by clicking on 'partners' from the account page and then onto partner contacts), it would be very helpful to also pull those into sponsor tracking for the associated advertiser's C360.

This is our first time running NPS through Gainsight. We have the end date set, but when does the survey close on that day? Does it end at midnight? 11:59pm?  Is it possible to have the functionality added where we can select the time the survey ends?

When we send an email from SFDC templates through Gainsight's rule engine, we'd like to be able to bcc our internal contacts with some sort of check box option on the setup action step. This would either bcc the email to the account owner or csm (you would be able to choose the user) or it would log the email within the activities on the account/contact level in SFDC. So when you choose send email as your action, there could be an option like a checkbox that says "use the send email to salesforce" feature (and you'd put in your SFDC bcc address that SFDC gives you) and whenever the rule engine ends an email, it will append the email to the account activity so that we could see the actual email and email body in activities. This would hook into native SFDC features. 

As many Customer Success teams look to scale, CSMs are tasked with managing larger account loads. This presents challenges when it comes to supporting and assisting their customer base efficiently and effectively.  What tools are you or your team leveraging in your organization that enable your CSMs to effectively manage their higher account loads? What challenges have you faced with increasing account loads that you would like others' input on?    [i]We'll be continuing the conversation below! Additionally, tune in to our weekly CSM led webinar on Wednesday May 25th @ 9am PST where we will be discussing this topic! Click here to register. 

I am seeing more and more customers trying to build reports off of related lists (like activity history) with no luck. This particular use case is using a feature in Cases which tracks time into Activities "work duration" field. The "activity" object that we would need to report off of doesn't contain an account lookup which makes it difficult to do anything with and "activity history" object in reports has no data. Also, I can't use that object to use a rule to push it to another object because it doesn't have a lookup. 

Looks like calculated fields are limited to numeric field type that are fed from rules engine or outside data sources, not other calculated fields. I'd like to be able to calculate fields off other calculated fields.  Workaround is to create another table, create rule to map that data to new table, then calculate new fields. Not great... 😞

Currently, you are limited to 1 consistent file name for uploading files on a schedule. This presents a problem for backfilling historical data due to size limitations, along with ongoing uploads of daily data. Best practice would be to allow regex so you can keep the beginning of your filename the same along with _reporting_date.csv.   Thanks