Archived ideas

When a CSM creates a CTA manually and set as a recurring, it would be great if they could edit these in bulk as well. For instance, a recurring meeting set for the next 3 months may move from a Monday to a Tuesday. Besides having an admin bulk edit, it would be awesome if there was a way to change the remaining recurring weekly meeting CTAs en masse. Posting on behalf of Rocket Fuel.

I will be great if we could open new tab of a rule by pressing the control key down. It is so hard to compare rules and check if the dependent rule is setup correctly. If i need to compare the rules i will have to navigate back to rule engine click on the one rule and then open another window and repeat the navigation again. And also the rules engine doesn't remember your filter when you go back to the rule engine screen. You have to re-run the filter to just to get to related rules that you are changing. This is such a waste of time. Generally the whole rule engines is very hard to use.

Our CSMs want visibility into the library of available playbooks.  Right now we have to maintain a separate document outlining the playbooks by segment.  This will not be scalable long term. We need the ability, first of all, to add a Description to a playbook (similar to the way we do a Rule)  so that at a glance a CSM can see the general purpose of a playbook. Second, there should be a separate pane in which a CSM can browse the playbooks.  This will be important for our High Touch segment especially because there will be a sizeable number of CTAs that are created manually and having better visibility to the available playbooks will give CSMs more flexibility in selecting appropriate playbooks. This pane should be visible regardless of Playbook Permissions settings.

We have 2 main teams using GS, and we are about to add 2 more. As we include additional teams, the number of playbooks continues to grow. Would be great if there was a way to either: a)Better find only the playbooks the user wants to see. For instance, we're adding a team acronym at the beginning of the playbook name. Would be good for user to be able to type that into a search field when adding a playbook and only see those playbooks. b)Introduce some sort of option to determine who can see which playbooks as options. If there's an option that I missing that would help make it easier, I would love to hear about it. 🙂

There have been use cases where people need to see a dashboard for multiple users. The users field is on the global filter however you are only able to use the filter once? Any idea when this feature will be released? I had mentioned it on an earlier post 4 months ago but never heard back https://community.gainsight.com/gainsight/topics/global-filter-with-filtering-by-name

Currently reports default to list chart components either alphabetically or numerically. We have some components that make no sense when listed alphabetically, and to get them in order we have to add a number to the beginning in order for them to appear in the right order (i.e. we have Roadmap phases, and in order for them to be listed in the correct order in a bar graph, we have to add a number, otherwise they get disorganized). It would be nice to be able to re-arrange chart components.

The way we have our Scorecard set up, the Rules Engine runs daily, which gives us trend arrows on the Scorecard, but we've realized that since the arrow trends are tied to when the rules were last run, we lose the ability to see month-over-month or week-over-week trends.  We can't run the rules weekly, as responses sometimes change day to day, and our executive team needs to see the freshest data, so it would be cool to be able to customize the time period for the arrow trends so that users could see how the score changed outside of the rules engine (i.e. a customer score changed from 88 to 89 on day, but for the week, the score changed from 70 to 89)

When defining a rule, would be great to have a checkbox on the Setup Rule page called "Advanced query mode with Salesforce Object Query Language". When checked, it would change the Show and Filters sections to a single Text Area that would allow direct entry of a Salesforce Object Query Language (SOQL) SELECT. This would allow for more fine-grained control over the query and filtering. As the underlying capability is provided through SOQL, it would be fairly easy to implement. To be a little fancier, it could translate the current state of the Show and Filters into an SOQL Select. Ramifications: Once you check the check box, there would be no going back to the simpler view. To avoid any unhappiness, prompt the user "This mode for the Rule is not reversible. Continue?"

This ideas are from Sam. Sam and I had a conversation and he brought up a few different ideas that could make reports 2.0 more efficient. The following were these ideas. The ability to create a stacked column report/chart with a line graph. We currently have the ability to use a column line as a chart but that limits to one type of data. A stacked column line report would allow different values of data (Instead of just usage data, each type of usage data) to be viewed in one convenient chart. Under the Customers tab there is a chart that allows for customization of the X and Y axis but only using the Customer Info object. The proposal is to add this chart to the Reports 2.0 tab in order to be able to customize the X and Y with anything that could have been created within their org. See image below for chart.[img]https://lh3.googleusercontent.com/-PpDx8FQ0prI/VthjhQC56KI/AAAAAAAAAkI/UrjPP7oD784/w935-h305-no/2016-03-03.png[/img] In the C360 there is a table about usage adoption. Si

Add AccountID to the Action Tab of the Results file that is created when manually running a rule.  Currently, only Customer Name is shown on the Action tabs which make validation difficult when accounts have same or similar names.  The AccountID is available on the Rule Results tab, include it on Action tabs as well.

This is an example we use during Express Step 11, where a customer is nearing 100% utilization. In this example we use the # of licenses purchased compared to # of licenses assigned. When this number reaches 95% utilization we'd create a CTA for high touch customers. Description: Proactively manage potential product/capacity overage - includes reviewing Customer360 and identifying if there is an upsell opportunity. Playbook template: - Review customers' current usage and contract  - Contact customer for potential upsell - If upsell opportunity, create new upsell opportunity

Milestones on the C360 pages have a default setting to show Oldest-Newest, but it would be great if users had the ability to change the order to Newest-Oldest. As we generate more and more milestones, it makes more sense for our org to see what was most recently loaded instead of what the oldest milestone was. We've created a report so users can filter in different ways, but having sorting abilities on the C360 would be helpful instead of navigating to and from the C360 page.

I am creating a power list of users in larger city areas.  To be inclusive of suburbs, i want to use area codes as criteria.   So it would look like: Business Phone starts with (312, 312, (847, 847 .  . . . . 

Hi all, here's a link to a GoogleDoc that shows the fields that are synced over in the Zendesk integration. Can be shared with prospects/customers - recommend downloading it as Excel and sharing that way as opposed to sharing GoogleDoc link directly

Our security environment does not allow Salesfoce non-systems admins to have the following We need three permissions.  This is causing the Gainsight admin to work with a salesforce admin in to create measures of add custom labels.  Thus making a on person task a 2 person task.  Can you please design a solution that does not require these permissions to create a custom lable or measure?API Enabled Modify All Data Customize Application

With the current "user state preservation" in Gainsight, updates to reports are not always reflected in its views on dashboards. Current Workaround: To pull the new changes, the report's container needs to be deleted and then recreated with the new report. Recommendation: It would be helpful to have an alert on the report and/or dashboard to note when the report and dashboard view are out of sync. Ideally, it would be even better to have the option to override USP when saving the report so the changes pulls across the dashboards anywhere that report lives. 

Posting on behalf of Euromonitor. They would really like the ability to click thru an email field (mapped as Contact Email in Tenant/Data Mgmt) and have it link to the contact record in Salesforce.  This would be similar to how we link through Account Name.

Usage Data Proxy Survey--- How likely is it that you would recommend us to a friend or colleague? [nps] On average, how many hours do you use [Company Name] per week? How much time does [Company Name] save you per week? What key features of [Company Name] are you using and how often are you using them per week?

We would love to be able to trigger a Gainsight NPS on the close of a Zendesk.  This would allow us to more completely and holistically have one NPS score for the different state completions we report on. I believe the sender email is not included currently and that's why this can't be done. Siddhartha Gutha suggested we add this to the community as it is something they are looking at Q1 2016 potentially.  Let's make it happen!

In the Setup Rule filters section, if I work with days, it's really useful to compare to the date the rule kicks, but there isn't any option for Subtract N Months from Rule Date, only subtract days. There are many options based on variants we can choose from, but only a few that involve Rule Date.

It would be very helpful to have a way to clear out data with a Rule as opposed to having to go into Customer Info and manually clearing (custom label w/data populated by SFDC)

For a number of our rules that create CTAs, I am the CTA's "Default Owner", in case the Customer Success Manager field isn't filled out on the Salesforce Account. As the Gainsight Administrator, it would be my responsibility to fix that data, and then reassign the CTAs to the right person. However, since I'm not in my Cockpit every day (since I'm CSOps, not a CSM), it's important for me to be able to get email notifications when a CTA is assigned to me. However, Gainsight support (ticket 7877) confirmed that there are two situations where an email notification will not be sent: When you assign a CTA yourself, you won't get the notification When a CTA is created via a rule, it will not send a notification if the assignee is the user that authorized MDA. This is per design, and would be an enhancement request to get this not to happen.Since I am the Gainsight Administrator, I am also the person who authorized the MDA, so I can't get these email notifications, so now I need to create

When creating a report where the X-axis is a date, I think the axis should work more like the behavior I see in Excel or Tableau. In the example I have included here, the account actually had activity for 4 weeks, then [i]no activity for the week of 2/5/16, followed by activity the week of 2/12/16. The 2/5/16 mark should be shown in this graph to better illustrate that there really was a week there... just nothing happened.

We sure would like the option to export in a RED and gray color scheme. :D Specifically this red: Pantone 1797 CMYK 2 98 85 2 RGB 204 0 0 HEX cc0000

It would be helpful if we have an option to skip those accounts having same milestones by rules(milestone field is not available in customer info object) and also to avoid creating same CTA's for those accounts which are closed recently.