Archived ideas

We are a multiple product company and I would like to be able to summarize on the Customer 360 all the licenses that a customer has purchased. With the limitation of only 6 boxes that doesn't allow us to accurately track a customers license count and therefore we have to continue to look at their account record in SFDC.

We've had some confusion with CSMs who have multiple accounts with the same Customer name working the wrong CTAs. The feedback was that it is not clear from the Cockpit which account is which. I went into Cockpit Configuration and tried to edit the List View Field Configuration section to add Account Number to the Cockpit List View, I don't see Account Number as an available option.  I opened a support case and was told "The 'list view field config' (which is what you would need to add account number to) will only allow for date and number fields. Account number is actually a string field and we have tried a few ways to convert that into a formula number field which SFDC will not let us do." This is important to be able to allow CSMs to tell accounts apart just at a quick Cockpit glance.

As part of my role here, I am in charge of the config, management, and disabling of proof of concepts in our late stage prospects. There are a lot of steps I go through here, and I'd like to manage this through a Playbook I've made. The catch is that these are prospects, so they don't show in my customer list in Gainsight, so I can't actually create the events in Cockpit. I would love to have a way to make the Customer field optional in certain CTAs.

Hi All, When clicking on a segment of a stacked bar chart you can get the tabular view of what makes up that segment. I would like to be able to get the entire list as well by clicking on the name of the category in the x axis. For example, if we have a bar stack of CTAs by reason with owner in the x axis, I'd like to be able to click on the owner's name and get the entire tabular view.

I have a report that shows cases logged by customer cohort. The question I'm asking is whether my newer customers (who have gone through a different pre-sales process and onboarding) are logging fewer tickets. What I want is to have more flexibility in my charting: Group first by original contract date and [i]then by the date of the ticket, creating either multiple columns or a stacked column chart Group first by revenue band or CSM and [i]then by the date of the ticketI can find ways around this by doing formulas on the case object, but 

We'd love to see a Zendesk widget that would allow our Zendesk agents to see info from Gainsight within the Zendesk window.  

It is great that I can sync tasks between CTAs and Salesforce. A helpful improvement would be to add the option to set the Reminder option in the Salesforce task so that the users get a pop-up when new tasks are assigned to them.

Currently only Administrators are able to add or make edits to global filters in Dashboards, but I think it would be beneficial for non-administrative users to have control over their own reports as well, instead of having to rely on the administrator to make edits to global filters.

As there is a lot of unused white space on the right, and CTAs are being truncated for no apparent reason.

For Support:  One area that adds to our resolution time for cases is that we need to ask customers for rules outputs after each test of rules.  This adds considerable effort to customers and delays in resolving tickets.  Would be nice if there was some kind of option to also include a send to support@gainsight.com or some other way to see rules results (we are accessing via LMA)?  During our interviews, admins raised this as well and wished we did not have to ask.  

Currently there isn't a way to track when fields within the CTA window were last modified. The Last Modified Date in the CTA gets overwritten each time a rule runs that is related to that CTA. It would be nice to be able to know when CTA fields get changed that is unrelated to the Rules Engine.

Would love to be able to rename the comments filed in the C360 Summary section from "Comments" to something else.  We use the field to display status updates and "Comments" is a very descriptive title.

I'm working with several customers who are interested in being able to set up surveys based on specific events (or triggers).  For example, configure Gainsight so that a survey is automatically sent when implementation is complete for a customer as denoted by a change in stage.   While this is possible with Gainsight Services via a SOW, it would be ideal to put the power of triggering surveys in the hands of Gainsight admins.  Anyone else interested in this capability?

Right now I only have the ability to search by Customer Name in the search field (top right corner) but in many, many cases we have multiple account numbers for the same customer.  We either need the ability to search by specific Account fields  OR when you search for a customer name, show  "Account Name: Account Number" so we can also see which account number is being selected.   Preferably the former.

Currently in the Cockpit, if you Group by: Due Date, your CTAs will show up if there is a task within it due "Today" and if it was due in the past it will show "Overdue". However, if a CTA has a task that is due within the week, it shows within "Upcoming" not "Next 7 Days". It would be nice to have consistency within the Cockpit and for all CTAs to be organized by the next task date.

Success Snapshots will only look at Account or Instance Level data within Gainsight, which is a problem when we want to use data from the MDA (which we also have in the C360 section). This request is to enable the ability to use MDA data in Success Snapshots.

Customers would like to be able to easily send out a "heads up" type of message to the distribution list prior to sending out their survey. Although they can send a message using Gainsight Email, it would be simpler if they could send it right from the survey module, and that would also ensure it goes only to those people who will then receive the survey.

I would like to add a heat map of all our customers onto an actual map, not the table option. similar to the below photo.

We would like to create a survey using more than one NPS style question. Certainly the customer sentiment to rate the level of agreement (1-10) with a statement can be utilized beyond just "Would you recommend us to a friend or colleague?" How about an NPS score on "Would you recommend our CSM program?" The Gainsight survey process only allows for 1 NPS-style question and we'd like to see it modified to allow additional. We can customize the NPS question but we're restricted to only 1.

Some reports are used by dashes and c360 but shouldn't be manipulated by regular users. It would be helpful to put an admin lock on those to avoid inadvertently having them altered.

We would like to do two things to the slider scale of the health tiles. 1.  We would like to determine the intervals - i.e. have 10-20-30- etc instead of 11, 12, 13, 14.  Eliminate the numbers in between any intervals we set. 2.  We would like the slide to lock  - much like a magnet would on these types of intervals so that it makes it easier to choose the correct number.

Reports 2.0: Add the option to include data points (both counts and percentage) to pie charts in Reports 2.0 (and layouts!)

When adding reports to a C360 Section, have the ability to select or deselect all reports in the list.  (see attached)

I'd like to be able to drag and drop tasks within a CTA so I can adjust the priority of items on a case by case basis.

I've banged my head against a wall on constructing rules in the Rules Engine only to realize that I had left out a simple criteria such as a date range.  I'm sure there are other best practices we can brainstorm that would be good suggestions to offer to people who try to construct a rule, and don't get the results they expect.  Something like the "tool tips" that walkme.com offers would be a welcome addition to the rules engine UI, and would function like a built-in consultant. E.g. Hopefully it'd be able to suggest to me that I add a date criteria if I didn't already have one in my rule.