Archived ideas

Hi All, Similar to CTA types/reasons we'd like a way to categorize Milestones. Some may be used for internal purposes and some we want to be communicated to customers.  For example, we may want to track opportunities closed, service disruptions and credits in milestones to see this kind of activity over time but we want to exclude these from other lifecycle type milestones like onboarding complete, services or training delivered, etc. Thanks, Daniel

I need to create power lists with criteria from account & contact records.  This works well if the contact logic is AND.  However, I need OR. I tried creating the power list using only contact fields (and pulling account fields that way) but it didn't work.   In the contact fields, I need the 1st 3 as AND, but the last 2 as OR.  Can't do that right now :-( The current workaround, as confirmed by support, is to create 2 lists....good thing cloning is now an option 

Currently when a customer takes a survey and they are dissatisfied with something we create a close loop process in our other survey system (which will be changing to Gainsight). Something similar to a CTA is created where the only task to complete is to reach out to the customer for some more feedback. Gainsight is so much more powerful here allowing us to make multiple tasks and assign to anyone. BUT (and this is what I am trying to figure out how to accomplish) when we reach out to the customer and gather their feedback about why they were so dissatisfied we fill out a form to categorize their feedback, fill in what any corrective actions we are taking, and coaching comments.  We use this info for further analysis with systemic issues and corrective action initiatives organization wide.   I have thought about adding “trees” to a survey questions

I would love to have more question options, such as likert scale (other than the standard NPS question) and boolean (true/false, yes/no). 

C360: The ability to define colors for each of summary boxes/widgets. Our Usage information is in a green box, which is misleading for customers with low adoption, and we have no way to change this today.

In larger implementations, I'm finding that, on the Salesforce side, we are sometimes working with more records than the rule limits allow (can't remember if it's 100,000 on the query side, higher on the Action side?)  As we grow the number of enterprise customers, we'll probably run into this more and more. Continually raising the limit probably isn't the way to go (if it's even possible), but perhaps we cal allow a rule to be 'looped' up to 5 times? Or 10?  That way, instead of copying a rule over 5 times and screwing around with '> some random letter in the alphabet' until the quantities are in range, it could fire a set of rule runs, similar to a historical run, guaranteeing that we maximize what each single run of a rule can do, and tokenize the run order. Pretty sure this would be complicated, as there would have to be a way to know which records had been queried on the previous rule. Just wanted to get a conversation going, as

We would like to allow for two layer object linking in Gainsight.  I'm not sure of the exact technical term but in order to pull in our survey data into Gainsight, we need to reference the account object which is not currently set up in our architecture in Salesforce. This data comes from our own software and would require additional technical work to get it associated.  At this point we don't have the resources to update our integration to work with Gainsight and we're stuck with manually uploading the survey data.

When I display values for a column line graph it shows values for both columns and lines and sometimes those values overlap so the numbers are really of no use. It would be good to allow me to select which values I want to show ie either the column or line values. 

While I am in the Customer Success 360 view, it would be good to go to the next customer, like turning pages, flipping through them. It would be good to be able to move from account to account in the 360 view without having to enter the names one by one.

I have a chart that I would like to sort by Micro, Small, Mid-Size, Large, Strategic but I can't do this because my only options are ABC or DESC. 

Would like to be able to identify the reason for the CTA failure/fire (why did the condition occur - example "customer did not know how to....") or how the CTA was closed, especially if the CTA closure was not resolved positively.  This would allow us to do statistical analysis on the reasons.

It would be a huge help if when clicking "Add" on the Customer 360 view for Activities, the activity created auto populated the account, just like it does when you click “log an activity” on the account page in Salesforce. We are trying to log our routine calls that are not related to CTAs this way, and currently it is the one thing keeping us from our reps fully being in Gainsight.  

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?