Archived ideas

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. 

As an admin, it's not intuitive that fields which are configured within the cockpit details configuration page to be non-editable are completely hidden from within the “create CTA” action in rules engine.It would be more intuitive to show all fields that have been added into the cockpit configuration page, but have those that are non-editable to be "greyed out". I understand this would only be developed going forward within Horizon rules.For example, here is our configuration of the CTA Detail View Layout, where you can see a field named Parent Contract Number is configured, but marked to be non-editable:  However, when you are building a rule to create this type of CTA, you don’t have an option to map any value to this field since it’s been marked as non-editable:Instead, it would be more intuitive to see the any field marked to be non-editable within the rule action, but greyed out, with a mention that this field has been configured within the cockpit detail view layout to be non-edi

We have had great results with our implementation of Account-Based Forecasting, and our CS leaders and CSMs love the ease of use! Many of our teammates were heavy users of Opportunity-based Forecasting before we migrated to Account-Based Forecasting, and some notable parity gaps between the features have been mentioned often by power users, including:Post Forecast Notes to Timeline button:Forecast Notes edit pane for long text field, featuring Log to Timeline button at bottom left     This feature saves several clicks for CSMs to post important updates to Timeline and ensures that Renewal Center updates are not a missed second step after having critical renewal discussions with a client, which drives overall forecast accuracy.Column Header Search: Forecast Column header search boxes, showing example column headers Opportunity Name, Company, Type, Owner, and CSM     Column header search is a fast, temporary filter option that can be applied to the columns visible to the user. This helps

Right now I get one slack notification per CTA and task however it does not include the name so these all just look like duplicate notifications and this feels like a ton of noise. I got in this example 11 slack notifications for 1 NPS follow up. Either this needs to include the name or even better work more like cockpit and just send one notification for the CTA and then I can click into the tasks in the playbook from there. This is notification overload.   

Hi Team,Customer requested to allow them to update system objects (call to action, timeline) via rules engine. Below is the scenario:They are looking to update around 65k records with a new field tagging on CTAs. They want to update the required values for these three new fields on older CTA records but, we cannot update records on system items via rules engine.Thanks & Regards,Syam

Hi Team, When we use date time field in reporting and try to use count distinct function, it doesn’t show results explicitly for the given criteria, reason being, the date time field cannot be aggregated as count distinct of date only. We can however, create another field and load data using formula field for date type of datatype.It would be great if we could get this without making any changes/creating any field, similar to what we have in Excel, etc. where if we have date time field, the count distinct function aggregates data same as the date field and only show the date field.

My customer would like the ability to hide/show specific tabs on the Success Plan section.  For example, hide the Gantt chart or Collaboration tabs so that they don’t become confusing as they don’t exactly fit into their workflow.

Adding onto this idea:We would like to be able to specify it at the objective category level.  Our use case is that we have an objective category called Internal Only.  Would like to be able to make that one not shared by default.

Hi Guys, It would be great if you could add the functionality for us to copy a previous slide on a survey so we dont have to copy the same things out again (especially if we are asking for the same responses but altering the question slightly). E.G.  How do you find the home page?Great, Good, Average Bad? How do you find the Search Page? Great, Good, Average, Bad? at the minute I have create the same thing over and over again whereas a copy and paste would be much more time saving!