Archived ideas

Right now, in Admin > Cockpit Configuration, the user has to click the disk icon to save changes for each item in that section. (See Call to action priority section as example.) It would be useful to have a general Save button at the bottom of each section, so that if a user makes multiple in-line changes, they can save all the changes at once.

 Goal: Provide insight into the frequency of activity and interaction with Contacts at an account and internal team members.  Create a preconfigured rule to perform the following calculations to compose a prebuilt "Interaction" Score for each Account.  * Examine the Activities object. Count the number of Activities for each week and create a relative score for the Account.  * Offer an option to push the count of Activities into the Usage object * While not all companies will be logging their emails into SFDC, I'm sure quite a few are.  * This could be extended to Tasks - many teams do use SFDC tasks, and though there could be some false positives due to mixing in the Sales persona, it is still a nice indicator for "Touch" at an account. * The only feasible option today is to create a calculated field to come up with a monthly calculation, but obviously you won't have trend.

I have a rule that creates a CTA whenever we have a new customer with an opt-out clause in their contract. I'd like to be able to set the CTA due date to equal the Opt-Out-Deadline Date. Currently my only option is Rule Date + __ Days. 

We've been holding on updating the managed 'Lifecycle in Weeks' formula field on our Customer Info object until we have a validated formula - we've got a few customers waiting for this field to function as originally intended:  provide a week number, 1-52, based on the anniversary of the Original Contract Date. I've provided a formula below. I've also set this formula field up in a demo org and tested it - I can pass along the credentials if you want to look. Basically, the formula works as follows: 1. builds a date in the current year that is the same month and day as the Orig. Contract Date  2. Subtracts this date from today's date. 3. If the result is positive, then it divides the different by 7 and rounds to get a week number. 4. If negative (meaning that the Orig Date day and month is later in the year than today), it creates a new date for LAST year with the same day and month as the Orig. Contract Date, THEN subtracts and divides by 7. What's the process for pushing

For users with the Gainsight Admin permission set, having the ability on the Gainsight Home dashboards to click on the title of a report (or an additional link in the Settings icon of that report) and have it take you directly to that report in Reports 2.0 would make editing dashboards much quicker. Same for being able to have a quick link to the layout - maybe a link at the top next to the dropdown list. 

When there are multiple reports added to a custom 360 section, the order of those reports in the dropdown seem random (possibly in the order they are created). It would be great if we had control over the order of these, or at least what the default view should be. Same for the Customers tab. I am able to set the default but it would be great to have control over how the different views are ordered in the dropdown list.

Many of our CSD's are requesting the ability to enter the health score values directly, rather than using the slider. Just double-click, type in the score, and save.

In rules engine, if a field has been removed from Show that is being used on the action then it will throw an error which is expected. However, the error lists the field's string id rather than the MDA field name. Can we get that updated to display the actual MDA field name instead? It will make troubleshooting much quicker.

I'm aware of two requests to customize what's available on the Service Cloud Console Gainsight widget so I wanted to post here.  Thanks. (1) SmartFocus is moving their Code Red CTA process in to Gainsight...they would like CTAs w/comments available in the Service Cloud widget so that Support knows if they are talking to a Code Red customer.  (Support doesn't use Chatter so having comments posted there does not work for them. And they don't want to use a field on the C360 summary to indicate because having an indicator without the comments is not enough). (2) I recently turned over Booker to Carissa & I believe they are trying to roll out their first email campaign using GS & want the Support team to be able to see if the customer they are talking to has received or opened the latest email that was sent via Gainsight. 

I'd like to see the instances that could have triggered a rule for a specific Account. For example, we have a rule that checks poor page load across all instances but we run an account level CTA to keep from overwhelming the team. To help with triage we added a reports 2.0 widget to display this data. While this is valuable, if we can get more of the detail surfaced to the team in the actual CTA it would be valuable/make it more clear on what action the team is to take.

We have a small time saver which would be nice. Can we have the milestone checkbox in the Usage summary default to be checked? There are small defaults here and there that it'd be nice to update for time saving purposes.

I would like to add token values to the CTA name, similar to how we can with the comments. This could allow for more specificity in the CTA, for example: [x] P1 Cases filed [y] % change in Spend this week. For instance level CTAs it could be valuable to highlight the instance that triggered the rule

Provide confidential, on-demand Gainsight usage data & health score for customers via the community.  Several customers have asked for both.  Thanks

Angie's List's Account Managers would like a way to show the number of Open vs Total Tasks on a CTA (for example 7/10). That way they'd have a quick visual of how many Tasks had been completed on a CTA.

First, it would be great if the features object was "report enabled" by default. Second, it would be very helpful to quickly analyze what features (updated in C360) customers are using by segments, industry, healthscore and other customer attributes stored in GS. Ideally, these reports would be built in dashboards in Gainsight (much like the Cockpit leaderboard). However, it would be great if we could answer these business questions by quickly building graphs using Report 2.0.

Our CSMs currently use several predefined types of interactions to track activity with customers outside of Gainsight. As we move into Gainsight/CTAs to track all activities, it is important for us to have something like a drop down option when manually creating CTAs to allow folks to choose from a predefined list (so, rather than entering a "Subject I picture the drop down option appearing) and not enter free form text for the CTA Subject . This will enable us to maintain standards for reporting and tracking of our various types of interactions. Examples of the types of Activities we're currently tracking from a predefined set of options are: Account Update: this is more of a catch-all to track interaction with a customer that you want to make note of but is not necessarily tied to a scheduled meeting/milestone. Training Strategy Meeting: A scheduled meeting but not one we can automate through a call to Action Customer Steering Committee Meeting etc (there are several more)

Our CSM team frequently asks to be able to group the CTAs by reason or priority. Currently the first is impossible and the latter is only available as a "sort" option. Moreover, they would like to see trends of CTAs opened by reason over time for all customers or by customer attributes (or per a particular customer). This will help them identify whether a specific customer has similar issues repeatedly, or whether this is a cross-organizational issue and a process needs to be fixed. Therefore, built in operational dashboards that show CTA trends would be great.

I've trained a few of the CSM members and collected their feedback regarding the cockpit area here. My hope is that you could leverage this feedback to continue to perfect this functionality, which overall adds a lot of value to the team: 1) Terminology - Many of the terms cross correlate to existing terms used in SFDC (Tasks, Opportunity, etc). For example: one of the CSMs has asked me whether a CTA of an opportunity type will now replace the use of opportunities in SFDC. 2) Filter buttons - the pre-filter buttons in the header are hard to understand and/or are not comprehensive enough. For example: it's unclear what happens when you click "show closed CTAs" - would it only show closed CTAs or whether we will see all CTAs including the closed ones. 3) Dialog Box - it's not easy to find the orange arrow that helps expand or collapse the CTAs. 4) Snooze - It's not clear whether adding a reason for the snooze is optional or a "must have". it takes some playing around with it to get

Having the CTA name derived from the rule name is a bit of an issue for a number of reasons: 1) Sometimes we have multiple CTAs created off of the same rule (it's more efficient). For example, I would ideally like to create one business rule pulling all the NPS scores, but then create one CTA named "Detractor score was received" and another for "Promoter score was received". Instead, I need to create two separate rules to have this quickly make sense to the CSM team. 2) The rule name should easily tell me what it's about, and that doesn't always match what I'd like to CTA name to be. I would love to be able to create a rule and call it "solution review reminder for growth accounts", so I could easily understand what it's about. In this case, I'd like the CTA name to be "Schedule a solution review".

I've talked to a couple customers lately who would love to be able to add specific sections of the 360 into Success Snapshots. Most notably Summary section, Scorecard & NPS results. 

Noticed that the Reports 2.0 and Rules Engine both search on the Object Label when selecting the source object - however, when adding a 360 section, it searches for the API name - this came up with the Opportunities Product object (API name OpportunityLineItems) for Glassdoor. Usually people don't notice because the API name is almost exactly the same, but it stands out as an inconsistency for people working in RE and Reports 2.0.  Can the 'Add 360 Section' related list dropdown behavior be made to look at object label as well for consistency sake?

Intradiem would like to ad Chatter as a related list on the C360 instead of having to leave that page to either go to the Account or view it with extra clicks from a CTA.  Neither Intradiem, not myself or Customer Support, could figure out how to do this even though we can access the AccountFeed object.  I also tried to "embed" the ChatterFeed page unsuccessfully.  It would be great if one of these methods would support the request.  Thanks!

Would like more direct access to all field mappings, sources and update frequencies for the Customer data. For example, we can have several different rules populating the customer info fields but need to access that via each rules. I've used a naming convention to separate Load to Customer rules from CTA triggering rules but it's still difficult to track or we can potentially have rules that overwrite values. In most cases, these are universal mappings and do not require specific filtering and scheduling configurations like we do with CTAs.

A few customers have requested the ability to clone rules. Tell us what you think by voting and joining in the conversation! 

First off, kudos for adding the ability to add milestones automatically! We love using it, and have added a number of milestones automatically so far. Here's a few examples: Orig contract Go Live Transition to support Reference call made However, there are a few enhancements we already have in the other type of actions, but would like to see those added to the milestones as well. There are also a few other enhancements that don't exist at all yet. Here's the short wish list for your consideration: 1) Date range - I'd love to be able to add the milestone when a certain date field is populated. At this point, the source object related fields are still updated manually, and therefore sometimes it takes a few days before we know that the customer had been live for the past 7 days. A possible solution would be to create a criteria where go live date is equal or less than 7 days from rule date, however... sometimes it's more than 7 days, and it would be great if we could just say -