Archived ideas

When you are writing rules related to customer data that is not Account level data (looking at the Many of the 1:M side) - say Milestones, Contacts, Usage, Opportunities, Assets, there are lots of potential scenarios where you want the accounts that do NOT have something.  An example? I want to fire a CTA for any customer who does not have a Contact marked as the Exec Sponsor.  So I want to be able to do this: Evaluate this rule for all Customers (or perhaps with some filtering/segment on Customer Info or Account) Find those Customers who do NOT have a Contact record that meets this criteria (Contact where Exec Sponsor checkbox = True) Create a CTA for the CSM to Identify Executive Sponsor Today: you need to add something to the Account or CustomerInfo to track this (so extra field + 2 rules required to do this) I was surprised this was not out in our Community as an idea so I'll post to see the interest in this from al

We have a report 2.0 to pull info of open zendesk ticket into c360. However, the challenge is to create a new ticket (e.g. the CSM in gainsight talking to the customer on the phone) and to follow up any existing tickets, CSM would have to go to zendesk page, log in, search the ticket # /account name, or create a new ticket from there. It's doable but it's not efficient. And my team is asking if there is anything gainsight can do to make the switch btw the two platforms more convenient?  ideas including   1) ticket hyperlink - which I believe today's integration can achieve 2) quick link from gainsight c360 to zendesk page of the same account (same concept of c360 to sfdc account linkage)  3) a create new ticket button  #2 and #3 would be very helpful and make gainsight-zendesk integration more worthwhile. 

With powerlists & outreaches, we have seen where these can get stuck in a status of "in queue".  You have no way of knowing which power list or outreach is in the queue by looking at the status.  The only way to find out which one is in the queue is to look at the execution history of each powerlist and find the one that has a status of "in queue".  It would be great if you were able to actually click on the "1 powerlist" to see which one is in queue.

It would be great if there was a way to include or exclude an existing powerlist when creating a new powerlist. I'm finding that for certain communication types, we're essentially building powerlists that are combinations of existing ones or that seek to use a set of criteria (minus people in a specific powerlist to avoid duplicates). For example, we have one communication that needs to go to all Enterprise clients if they are a certain role PLUS all Agency clients independent of role. Generally those groups are treated differently for all other types of communication but for this specific comm, we need to include both groups.  Having this include/exclude powerlist logic would help us scale and ensure parents groups are properly updated if we need to update a child powerlist. 

Business Need: We require the ability to specify multiple contacts from a Power List originating from an Opportunity.  The Contacts we need to send to are specified on a custom object we have called Customer Subscription Contacts (CS Contacts).  To make a connection to the proper contact, we have mapped proper CS Contacts into the Customer Info table.   We now need to specify in the Power List criteria multiple Customer Info email addresses for the Power List to generate. Request: Allow for multiple contacts to be specified in the To Filtered Accounts section of Power List. Notes: Our workaround for this was to create 3 different Power Lists (one for each email address we need to specify) and 3 associated Outreaches.  As you can imagine, this will get rather messy to maintain as we grow.

Under the Data Management tab I added a field to capture the external ID for a value that I am loading through a rule and need to be able to update if it changes. I marked it as "hide in reporting" because it has no real use outside that context. Then I went to the Data Load Configuration and couldn't figure out why that field wasn't showing up. I unchecked the "hide" option and there it was! So my idea is that "hide in reporting" should apply to reports, but not to the data load!

There are always known issues floating around that are in the queue for fixes, but we don't have an easy place internally to search for them - there are times where I think that I remember something being a known issue, but have to open a ticket to find out.  If we have a place to post these issues as they come up, at least internally, that could mean less tickets opened and less resources used to turn around an answer of "known issue, will be corrected in a future update".   Thoughts?

We have departments that might have Customer overlap. I'm looking to see if there is a way i can report on CTAs that are assigned to individuals in a specific department. Meaning, we have 15 people in 1 department that could be assigned certain CTAs (including manually created CTAs), and we want to report on that department's closure rate. However, i can't figure out how to report on those CTAs unless I specifically list out each assignee by name. Can we ever have a "Assignee = Customer Info CSM field" as a filter?

We need the ability to lock measures that are being set via the rules engine.  If measures are meant to reflect usage data, case data, etc then we don't want the CSM to be able to overwrite the value.  

Can you add the functionality of having a power list sort in list view?

Our Pro Serv & Training Teams use Wrike, not linked to SFDC. I'd like status changes of completed in Wrike for some key tasks (such as training/services scoped, training services delivered) to be added to Gainsight as milestones. Has anyone achieved this successfully?  

There needs to be a way to run reports to look back at the last 365 days.  My biggest use case is pulling reports on to dashboard it would be nice to have a look at the last rolling 365 days.  Currently you can get a rolling 90 days and current/previous quarter but last 365 would be great.

With the ability to change report filters and have those changes be sticky, it would also be convenient to have a "Revert to Default" in the filters. So for instance, if I have a report on the dashboard that is called Renewals Current FY and it is filtered in the report to show renewal amounts by month this fiscal year and I change the filter on the dashboard to show previous fiscal year, then I would like to be able to have an option when I click on filters to just click "Revert to Default" so that it changes it back to how it is set in the report originally rather than having to remember what changes were made. This will come in handy especially when there are multiple filters applied to the report and are changed.

I have created various reports to add to a dashboard. Its sometimes nice for users to go into the chart and play around the options. However they then forget what the initial chart option was and they are stuck with what they changed it to.  A Revert All button would be SUPER useful and think its a pretty important one! Thanks Naquiyah

Currently there ability to calculate the age of a CTA is possible, but the ability to calculate the Age of a Task or between Tasks is not. We've recently developed a Customer Journey Map that we use CTAs/Playbooks/Tasks to guide customers through their journey. Some metrics our executives are interested in seeing include how long, on average, it takes a Customer to complete a Task, Stage, and complete journey. We have the ability to determine the entire length of their journey and the length they are in a particular Stage, but do not have the ability to determine how long a customer took to go from Task X to Task Y.  We currently generate age outside of Gainsight using excel formulas. If this capability was added to Gainsight's reporting capabilities, it would provide insight for us and others more easily. 

When a Playbook is attached to a CTA, all Tasks show up at once, with no guardrails that require users to complete Tasks in a particular order. It would be useful if Admins could link Tasks so that Tasks appear as they become eligible for closure (e.g. Playbook X has 10 Tasks. All Tasks are greyed out, excluding Task 1. As Task 1 is closed out, Tasks 2 is un-greyed). Admins could link Tasks together, much like how survey questions can be linked, so the closure of Task X, makes other Tasks visible.  I think it would work best to have all Tasks visible at once, but Tasks that are not yet eligible to be closed are greyed out so users can see all Tasks if they want to prepare beforehand, but have not yet closed out the preceding Task. Admins could define the path they want users to complete Tasks, whether it be chronologically, or custom.    Currently we see that in some instances, users are closing Tasks out of sync, which we have no control over. T

I recently ran into a problem with the S3 connector in which the customer had forgotten to change the name of their Source fields to match their CSV header names. We had trouble finding out this was the problem though, due to the S3 Execution History telling us that the error was "Unknown Exception".  Something that would be a huge help down the line when more people are on S3 is better error handling. Unknown Exception didn't really give us any type of clue as to what the issue was, which could be a problem for someone who might not know the connectors as well. Is this something that could possibly be improved?

One of our team members once told me that they create a 1-pager for every customer they start working with, and that a huge part of its value is that they paste in the company's logo and the customer's LinkedIn photo. Those visual cues help her bring to mind, in a blink, the customer's needs and her relationship with them, and helps her put a human face on the emails and phone conversations she's having with them. I would love for her to simply be able to use the C360 as her 1-pager. It would be great if the C360 could use sponsor tracking to pull the company's logo from LinkedIn, and put it, along with the faces of the tracked sponsors, into a concise module at the top of the page.

Hello all - setting up measures for scorecards in relationships and have tripped over something I think could be improved - at the very least, the error message should be made more descriptive. See my screenshot below: when I was creating a measure called "NOS % Chassis EoX", the measure wouldn't save and a small message popped up saying "Enter a valid input". Because I've got an idea what's going on in the back end, I assumed the % character was the issue.  I changed it to the word "percent" and sure enough, it saved just fine.  So, two requests - short term and long term resolutions: 1. I'm concerned that the error message doesn't let a non-tech Gainsight admin fix the issue, which is very simple.  "Cannot use special characters in measure name" would get the job done, or better, "Cannot use % in measure name" (with the bad character filled in). 2. Why can't these characters be used in measure names? Did we just miss

Managing Contacts with Powerlists - How to send (or not send) Multiple emails to the same Contact in a PowerlistToday, JO will create a new record in a powerlist for any unique combination of tokens in your Powerlist criteria. You can add/remove tokens to help manage your use case.If you want to email the same contact once for every support case they’ve opened, you could use Support Case Number as a token, therefore creating a unique record - set of fields for every case that is closed. Three cases were opened by 1 contact, that contact will receive 3 unique emails.Vice Versa - If you do not want to send emails to these same contact more than once in a single outreach, review your tokens and be sure that the combination of all tokens is unique for each ContactID that is being added to your powerlist. The number of records in your powerlist will equal the number of emails sent in your outreach.

One major hang up we have is that JO communcations are not logged in Salesforce as an activity. In order for us to use JO, we will need this functionality.

I know this was posted customer facing, but wanted to expand internally. This is becoming a more frequent request. We really don't seem to have any way to close CTAs at a more discrete level than Customer & Reason. Meaning I need to create unique reason codes for any CTAs I may want to close through automation. We really only need an update on the CTA table. Could we leverage the "create CTA" UI and once we change the radial button to close, the same function happens with update rather than upsert? So then I could use up to 5 criteria to "update"/close CTA's? Would really expand automation we can do, and take out some of the busy work for CSM's.

It would be nice to be able to have an internal survey engine that would allow admins to set up surveys that could be scheduled to go out and would appear in the Survey tab for users to complete (much like CTAs sitting in the Cockpit). We have an increasing need to have CSMs complete questions related to their accounts, and to track the responses to certain questions over time. The reporting that's available for when customer-facing surveys go out is great, so having those reporting capabilities to report back to executives on the status of accounts would be very beneficial for us, as we are currently doing this manually. 

There are situations where we want a task to happen within a precise period of time after a previous task (which did not have as precise of a target) to occur. For example, If a CSM is trying to have a meeting with a customer, the playbook may allow padding to for the CSM to align to the customer's schedule, so the task may be Assign Date + 30 Days.  But once that meeting has been completed and the task is closed, we want to make sure the CSM sends a follow up email within 2 days of when the meeting took place. Having the ability to tie the target due date of a task to it's predecessor would be very helpful and allow for both more flexibility and more control. 

Hi, I'm in Success, and one of the things we really wanted in a survey tool was the ability to categorize comments inside of the tool.  We feel the open box text questions give us the most valuable insight into our customer base. We take these comments and categorize them into root cause and area, like product section, slow support, awesome support, friendly/unfriendly sales, etc.   It would be very valuable to be able to tag comments with reasons in Gainsight, and then be able to track these over time, by customer segment, by MRR, etc.  In addition, we could create CTAs based on root cause (e.g. if we tag it as an issue with Support, create a CTA for the CSM to follow up with our Support Managers). Currently, we have to export survey results to Excel, and manually handle all of these, which is a cumbersome process and prevents us from trending it over time well and pulling such insights out. We would value