Archived ideas

Hi team, Just wondering if you can advise if in the future we will be able to set up Advanced Scorecard Resolver Schedules. We are currently operating in EU NA and AUS and it would be nice if when moving customer across their Lifecycle stages (trigger for different Scorecards) we can resolve the scorecard as soon as this happens, preferable more than once a day. e.g. Cron Schedule. Thanks,NIck 

Is it possible to prioritize the request to not have separate windows open up with each click? When I am doing a lot of work in GS it becomes unwieldy to have so many windows open up - it can get quite messy. I know that this has been brought up, but wanted to submit my feedback on this request. Thank you!

Currently a user has to go into the “Administration > Admin Console > Engagement Monitoring” page of the product to see if an engagement has any errors. I would like a way to be informed that there are errors on an engagement in production in more places of the product. Both in the Engagement Performance metrics pages, as well in the engagement list view would be candidates. It would be great to be given a warning that an engagement has something that possibly needs addressed with a quick link to jump to that engagement’s issues. This is a screenshot of one of our more prolific products engagements that have gone unnoticed. We have not been diligently looking here, as it is not part of a workflow of creating and monitoring an engagement. Would love to see Gainsight PX have a more cohesive flow to managing engagements.  

Relationship implementation ongoing here:Can we please rename “Relationship Id” in Activity Timeline to “SFDC Relationship Id” as it actually looks up to that and not to the actual Relationship Id. These diverging names in different product areas are causing confusion. And this one is just not obvious enough in my book... Thank you! 

Issue: The :Active Users Right Now: widget does not respect the dashboard filters. This card remains product wide despite the rest of the cards updating. Support has confirmed that this is intended behavior, but I find it to be in need of enhancement.  Desired behavior: all cards on the dashboard would update to reflect the dashboard filter, or provide a warning that they are not filtered by the dashboard filter.  Widget: Active Users Right NowExample Filter: Dashboard level filter - Account ID = XYZ

Hello What I’d like to doI want to remove users from my Community.Users who have churned as customers Users who do not work for the customer anymore Users who do not work for us anymoreNote: I am not using the word inactive customers because in principle the user might be active, but then they churn, or leave the company who is our customer. WhyDoing this should provide more accurate metrics and that is my absolute priority. Gainsight don’t get their AWS score penalised? The cons?I am aware of the consequence if removed users have posted content in the past and what that might look like. How? (1) Though the Community email campaigns, we can see emails that don’t reach their destination. And(2) Gainsight do their own email testing (pinging, or something, right? Where an actual email isn’t sent, rather a signal to understand if the email address is active). On (1+2), if this is the case, surely these emails can be presented to me, the administration with a prompt to asking what I wish to

Would like the ability for the admin to customize the columns that show up in the Success Plan list view to prevent end users from having to do customizations themselves.  They should still have the ability, but would like to be able to set the default as an admin.  

Problem: Trying to quantify succinctly the value of a feature. Not having to read 4 graphs and infer a story about the value of a feature.Current State: All of the analytics in Gainsight PX allow us to report EITHER, number of Unique Users OR Total Events. Both of these metrics are needed to really understand adoption. A dashboard has to be created with each type of metric. Slicing data both by events and by users. Then having to describe the behavior in a way the explains the data. Also we currently do not have any reporting that would track the amount of time users spend on a single feature. Which is another way that we could quantify the value of a feature. Proposed: We need new reporting the is not just counts, but rather a way to calculate a value coefficient for a product feature. Low Hanging Fruit: A metric that provides the ( Number of Clicks / Number of Unique Users ). This would provide a single number that better encapsulates how often users are using this. Partnering this w

The KC Bot can be confusing because it appears to users as a chatbot that drives engagement with a live agent, instead of serving up content.It would be good to have an alternative OOB UI feature, like a dialog or hierarchical menu, that can serve up KC Bot content instead of having to use the KC Bot.

Would love to see a Gainsight PX and Aha! integration. This would be helpful for use cases such as routing feedback captured in-application from a Gainsight feedback form straight into Aha.

With the Gainsight Widget, it would be very valuable if there was an option to mark an email as a task in Gainsight.  As a workaround, I know I could add the email as a Timeline activity, then go in and edit/add a task from there, but it’s a clunky step and I find I don’t do it half the time when working through my emails.A potential simple solution “when checking the box to add to timeline” if It simply had a follow-up prompt that asked if there is a task associated with this, and I could mark yes, then at least it would add it to the Cockpit for follow-up later.Bonus points if that checkbox allows a field for me to include the action needed, as well as the ability to select a date.

For the in-app notifications in NXT via the bell, we would like this to keep notifications stored. This way we can go back to look at previously read message in case something was missed. It would be nice to be able to mark things as read or unread as well as mass delete or single delete notifications. 

A potential customer would like to take the analytics a step further from aspects and groups to provide a single sentence that summarizes the general view of the responders. We are looking for a high-level view. Could the text analytics produce a sentence/response of its own that summarizes the general idea of all responses?            EX: Put all responses into the system for that month, analytics produces this: “I like the dependability but at times customer service is really lacking.”

Hello,I noticed that Horizon Rules use the space above to include a “Run Now” and “Execution Log” buttons. It would be great to have this feature parity in Rule Chains. I’ve created a mock up of what it could look like.  

It would be amazing to add a filter search to Email Templates to find templates much easier. Sometimes, admins often forget what we named the Template itself, often confusing it for the subject name, and so it takes a bit more time to find the correct one efficiently.If there was a text search filter, where an admin can type Buzzwords, or topics that the email was talking about, it would make life SO much easier!!

While there are workarounds that can be done, it would be great if a rules chain could be dependent on another rules chain successfully completing.  The rules chain currently has the limitation of 20 rules, and there are cases where more than 20 rules are needed with a final action.  This would improve the workflow process and allow more depth to rule creation.

I have customer questions that are multi part have many SME’s answering or enhancing the answer to a question.If a customer asks a second question in the reply that requires a different marked answer, I would love to be able to split that off into it’s own post.    Turn an reply into a post. If many SME’s answer a question, I can only mark one as the best answer, but I want to award the activity points to each person that responded too.  I think they qualify for the points ;)  

I’ve received a request from a couple customers asking if there is a way to save posts or mark a post as a favorite so they can reference it again at a later point.Unless the remember the title, it’s hard for them to find older content and would love a way to favorite posts that they can easily reference in the future, maybe in a favorite content section that is part of Discussion Section. 

What:I wish when I am logged in as a moderator OR admin OR employee with certain role granted, and I am browsing topics and posts from the frontend, I can see that topic or post has Label & Moderator Tag & Post Field added.Addition 1: If possible I can see from the frontend what Label there is added, or what Moderator Tag, or what Post Field. Just the name is enough I think.Addition 2: If possible build role what has access only to the Control → Content & Analysis → Post field Analysis. Granting that role to user doesn´t take admin seats from Control. How:Topic or post should have kinda label, somewhere in the opening post or comment. This is example just about the visual, not copy:There can be several labels, up to 1-3 perhaps?That label can be seen only moderators or admins or emlpoyee with certain role. Why:inSided have nice features what helps us toSort content Escalate content Follow the content Analyse content And so onusing Label & Moderator Tag & Post Field

As I’m diving back into reviewing posts being a big part of my day-to-day tasks, I’m suddenly remembering how much I really wish the moderation overview was a bit more sophisticated. But here’s a very low hanging fruit: next and previous buttons in the ‘Moderate Topic’ view.Right now to moderate, I open up the moderation overview and right click on everything that is new or has a new reply. I review each in a separate tab, close them out as I go, return to the moderation overview and refresh the tab. It works… but I’d really like the choice of being able to hit ‘next’ or ‘previous’ topic. This is especially true when I’ve got a lot to review and opening up 40-50 extra windows gets confusing fast, especially when I might have to open up another tab to do research. Then I’m struggling to find where I was and tl;dr… I think we can do better.

Entropy based passwords are undoubtedly next level security.In our organisation we stumbled upon a problem where security dept required specific criteria for passwords (min 8 character for instance). Level 3 security password fulfils this criteria BUT level 3 security (own experimentation) requires minimum 10-12 chars. With no specific prompts on how to set the right password many of our users are getting frustrated and unable to create an account.I’m sure we re not the only org dealing with this issue perhaps we could integrate the min char length to create a way to plug this password system into more traditional once

I wanted to remove inactive threads from the "Help Others" section of Tab widget. Unfortunately, closed topics still show there - they will only disappear if a best answer is marked, however there are some questions in our community that there is no best answer and we prefer to close the topic instead. Related to:Idea by @Martin B. 

Many API operations will require a moderator Id as a query parameter. For the Api Action action in Zapier, it’d be great if there was a field you could configure for this when it’s required. Less technically savvy users may not know how to add the query string at the end of their API URL 

This may not be needed if this idea is delivered:  In the absence of an out-of-the-box way to create topics anonymously, it’d be possible to set up a custom automation with a survey or another intake form that generates the topic as a set anonymous user. The API operations needed for creating the anonymous question are already available. However, we’re missing a key piece for a positive user experience: the ability to subscribe the user to the topic so they receive updates on their (anonymous) post. Operations exist for assigning a Like, but not for subscribing. Subscribing is preference as it is also anonymous and because it would then leverage system emails and user preferences. 

Currently each time you move your column widths and close out it resets to the default widths. Additionally many members of my team find it easier to use excel sheets due to the customization of these widths of rows and columns to be smaller than the current default. Right now you have to scroll more often.  This idea is coupled with the current idea of having more than 25 rows defaulted per portfolio view. Each rep every day needs to click the 50 option and then sort through 3-4 pages which decreases adoption.