Archived ideas

Hi All, As it sits today, when we send out our NPS Survey, there is a multiple choice question with a list of all products that we sell and we ask the customer to check off as many as they own. While this technically works, some customers don’t actually know the name of the product.I have a new object I created with a list of the products they own (could always move this to the Company/Company Person Object as well), but is there a way in the Survey to only show the products in this list dynamically? I guess I would want the multiple choice answers to be dynamically picked from the object. Thanks.

It would be great if Global filters on Dashboards had the “OR” functionality between different filters. One use-case is that we currently have some CSM’s assigned as the main CSM for some accounts and as an Overlay CSM for other accounts. Ideally, we’d like them to be able to filter on CSM= their name OR Overlay CSM= their name so that they could see all of their accounts they manage in view.   

I would like the KC bot search to include results both from our documentation site (found via Google search) and from our YouTube channels.  For a Google search to find content from our channels, we must specify the YouTube channel as a parameter before the search term, as in:site:https://youtube.com @BMCdocs/videos aiopsHowever, when configuring Google search domains, I cannot include a space. If you could include an optional parameter, that would be great. I expect that there are other use cases for an additional parameter.

Currently there is no way to assign a Shared 360 layout based on a company/relationship attribute, like we have for the C/R360. This means all layouts are available to all users on all accounts. We have a use case where every region needs their own layout but we won’t be able to make each layout visible to only that region.  

Hi Team, One of our customer would like to know about the capabilities of having a webhook within the SFDC version of Gainsight -, Similar to the PX version has it. PX link:  https://support.gainsight.com/PX/Integrations/01Technology_Partner_Integrations/Integrate_with_Gainsight_PX_Using_Webhooks Best,Hardik

In the Customer Communities product (which, by the way, isn’t in the Product Area dropdown), I wish I could find and tag members based using the First Name and/or Last Name, if they are entered into their profile.This week I wanted to tag someone who I knew was a community member, and I knew their First and Last Name, but not their community username. I eventually tracked them down, but it was work. Because usernames are self-selected and thus don’t follow a standard format, it’s anyone’s guess how to find someone. I might have a username of matthew_lind or mrlind or bowtieguy or gainsight_guru, but if I could search and thus tag for any member by their first and last name, I’d do it more regularly and certainly more easily.

The current filename format includes too many information: “Success Snapshot title, Account Name, Date Time, AM/PN, Timezone” This causes issues with opening the file with error “filename too long”. CSMs currently have to rename the zip file first to open the file.It would be great to have an option of modifying the filename format such as another data e.g. BU number instead for Account Name, or remove Time and Timezone, ie “Success Snapshot title, BU, Date”

Gainsight Assist for gmail is fantastic.  One problem I run into though is not every email I log should be of type email (or whatever type it is set to).  There may be times where I am logging an email for meeting minutes, or as a follow up to a phone call.  And I want the timeline entry to reflect that it was an interaction and not just an email.  And since the type can’t be changed, there is no way for me to go back into Gainsight and update the type.  Additionally there are other fields like sentiment that would be nice to set within Gainsight Assist.  Otherwise I either have to remember to go back into Gainsight to set those fields, or more likely they never get set.

This was brought up in this post as an additional idea, so wanted to spin it out to its own post.  We send a lot of reports inline in emails to our users on a weekly basis, and it would be great for them to be able to click through the reports to the company, CTA, etc. 

I followed the great instructions here (https://support.gainsight.com/Gainsight_NXT/03Rules_Engine/03Tutorials/Post_Messages_to_Slack_with_Call_External_API_Action_Type) to set up a hook and rule to post once a day to Slack whenever a Kickoff Date is entered by a CSM. This alerts our other teams that they can begin billing or take other actions that are conditional upon that kickoff having occurred.In our instance, once the CSM enters the kickoff date it triggers the (daily) Rule and informs Finance via Slack that the customer is ready for billing. We only need this alert once but it will continue in perpetuity without that setting. The workaround was setting the rule to only accept things with -1 days to run date, but this would disallow historical information in other applications to be allowed through.My su

It would be most beneficial to have these Timeline entries added to the Activity Timeline MDA object. Understood that they are logged in the Email Log v2 object, but consistency among features and MDA objects will be appreciated.

I’m surprised there wasn’t an idea post about this already -- if there is, then please let me know! I couldn’t find one myself. Please enable reportability of JO Emails Logged to Timeline!!Ideally, these would be included in the Timeline activity object with a Source of JOURNEY_ORCHESTRATOR or ADVANCED_PROGRAM for example. Why does this matter?Often, there’s some sort of “engagement” measure used in a customer health scorecard. Or, a CSM KPI related to tracking how long it’s been since the account was last “engaged” (maybe via email, or maybe via a meeting..etc). As organizations leverage more digital scale programs and initiatives for serving larger segments, we need to be able to recognize these 1:many email “touches” in these engagement metrics. Gainsight’s mantra is “if it’s not in Timeline, it didn’t happen.” Well the emails are in timeline, but they’re not reportable...so...it’s as if they didn’t happen…

Implementing feature innovation in the Community is a fantastic idea, but for those of us whov’e done it, ‘Ideation’ is an advanced play that requires internal readiness, commitment and overall org-maturity to sustain. It's advisable to wait until you have enough buy-ins, especially for SAAS companies embracing Community for the first time.On the other hand, 'Product Updates' is a straightforward play right from the start, since you are already documenting your Releases, Marketing your features, etc, it is a straight out of the gate play.However, the current configuration of Product Areas filters doesn't allow for a phased launch, hindering the ability to prioritize 'Product Updates' before 'Ideas'.There is no way to control“I will start publishing Product Updates for product modules X, Y, Z, but

BackgroundOur KC bots integrate with Google search, so that search pulls up content from our documentation site. We have different documentation subsites for each product and version, but due to the limitation on how Google search domains are specified, our search domains are at the product level, but not the version. This means that the search results are often for older content. Google search results show up as “Knowledge Articles” in the unified search.  (Yes, we changed the label)The askBecause our links in a given KC bot are always for the appropriate product version, in unified search we would like the order to be:Engagements Links Knowledge articles (i.e., search results)Ideally, in addition to placing in this order within the All search results, the 3 tabs in the search results would also follow this same order.

Posting on behalf of a customer:  I would like the ability to customize the icon for the tabs in the KC Bot. The icon in the Knowledge Base tab is similar to another part of our UI, and we would like to differentiate the two.

One of our CSM's suggested the implementation of a "tool tip" or "Hover-bubble" or "Info" icon that would provide an icon (?) on timeline fields to provide context to new team members.

Currently in creating surveys we are only able to label the two extremes of the value scale (ie. 1 = low, 5 = high). This is not as specific as some schools of thought around survey and how to be precise with speaking to the sentiment that users have. By giving more directed values for each level of the rating we could better qualify the values that users are giving into different relatable quantities. Essentially helping reduce the noise of some users thinking that 3 is “an acceptable value” and some others use 3 as a value of “needs modest improvement”. So my enhancement request is that we are able to put per-value labels on surveys. Allowing to give more detail to the value each rank is being assigned.  Some example images from Google providing a visual aid:

Gainsight is currently able to leverage CSV data files as data sources from Amazon S3 buckets via the S3 Connector.We do not use AWS, but instead use Google Cloud products. Due to our organization policies, we cannot maintain an AWS S3 bucket for Gainsight use cases.As a Gainsight admin, I would like to request that Gainsight add a Google Cloud Storage (GCS) bucket connector type so that I can upload CSV files for use in Rules Engine, Data Designer, and other use cases that currently only support the S3 source for such files.This will reduce the complexity for my current process...manually create an MDA object to hold temporary data define/configure the data fields in the object upload CSV data into the temporary object create & execute one-time rules delete the tempor

We’d love to be able to create templates that could be available for use when sharing Success Plans either externally or internally. Today, our teams are needing to either:a. copy a template from somewhere else and send ORb. send 2 separate emails.  One with the template and one with the SP shared. 

When we try pulling the object data via the API we are getting the dropdown values GSIDs instead of the value. Currently, this appears to be a limitation as it is mentioned in the below that “Dropdown list items like Stage and Status values are populated with unique GSID of an item.”.https://support.gainsight.com/Gainsight_NXT/API_and_Developer_Docs/Custom_Object_API/Gainsight_Custom_Object_API_Documentation#Read_APIWould request to look into this use case as the customers are interested to get the values instead of GSIDs.

When viewing a goal, you have click edit and scroll through every word to view the full name. There is additional whitespace, so could this be extended out to reduce the frequency of this. See example below where there is ample whitespace. The cut off is unnecessarily short. 

Currently you can link  CTA  to a timeline entry however for reporting purpose I can not measure or see how many timeline entries were written per CTA.  We use timeline entries to help us measure the success of our CTAs as well as activities generated from out CTA.  Current process is to create a data designer which is not fun. If we had a look up value with the Timeline object that looks up to CTAs.  The same would apply for success plans, we do not always have a visibility to the success plans within the timeline object. 

A topic has a html head title that matches the topic title. Nice.  Can we do the same thing for other areas of the forum? The inbox for example defaults to the generic meta data title we set, but this doesn’t relate to what the inbox area is. 

Hello,We would love to be able to save time by being provided a “NEXT” button when working with a Mass Edit scorecard report. By having a NEXT button, it would save us several clicks.In the example below, user wants to modify the scorecard for Client 1. She clicks on the green button to punch out to Client 1’s scorecard. Once on Client 1’s scorecard, she updates the score and once done, she would like to use a NEXT button (or whatever you want to call it) to go to the next client’s scorecard, for this example, Client 2. 

We have noticed that within certain areas of the product we do not seem the same ability when it comes to Gainsight.  Recently, we noticed that with Bionic rules we are able to do a transformation, and filter on a long text field in the rule.  However in DataDesigner this is not an option.  We would like to see this ability across all areas of the product whether it is in DataDesigner or bionic queries and would like the same options present.