360 Sidebar

Hi Joseph, thanks for the thread, I for one am totally on board with #1 in particular.

More importantly I want to express some concerns about how the layout is arranged in the first place. If you have smaller widgets of various sizes, the layout seems to be random and not at all what I would imagine as intended. This would of course be solved by allowing us to customize the sidebar layout, but if that won’t happen then you need to at least make sure that we are getting a sensible auto arrangement.

See examples below:

@rahul_prayakarao  please pay attention. this why admins should be able to control how/when to enable and not have it forced on.

Tossing in my two cents here: We’ve been prepping our org for the C360 sidebar and we believe it will be generally well-received.
However, looking at the above screenshot provided by Tomas, the admins will have little control over the sizing of the widgets and/or the arrangement of them.

In many cases, this leaves a discordant looking layout which will not help our org’s adoption. 

I’m bummed to hear this - that’s a huge miss.

Gainsight used to be very customizable, and admins had a lot of control over how a user experienced the platform so it could be customized to the unique business needs of that organization. It seems like nowadays, more and more features are being released that take away that customization that once made Gainsight really stand apart from their competitors.

Seems like each 360 layout should have a section where you can configure the sidebar - it can inherit whatever layout by default as needed, but you should be able to adjust it. If you actually have different 360 layouts, each one may need different tweaks to get it to look passable. This is a cool idea, but it seems more like an afterthought in terms of execution.

I would love the ability to test this feature with one of our test accounts instead of having it enabled globally!

+1  @kstim !
We wanted to test it before rolling the feature out, but there is no way to do that without enabling it for all the users. 

100% -- new features that would be beneficial if customized for our use cases but are auto-enabled by default without any customization available are a swing and a miss. Otherwise they just cause unnecessary headaches for admins (and usually when there’s no time for another headache).

FWIW, I’ve enabled and gotten very positive feedback from my teams. I would also like the ability to customize it a bit more specific to side bar. Some areas might be more important to see in a truncated version, so would be good to have that available for future improvements. 

@heather_hansen Happy to hear you’ve been receiving positive feedback from your teams this early on! If you don’t mind sharing, what are the top pieces of feedback you’ve been receiving? I want to get our users excited about this feature.

“This is super useful so that I don’t have to have so many tabs open!”

“I love being able to see details of my customers at a quick glance.”

Here’s what I sent if it helps:

Introducing the 360 Sidebar!

Why you'll love it:

• Opens a slide-out panel on the same screen, regardless of where the Company link is clicked. Note: The global search bar results will continue to open in full page C360.
• Customizable Summary Section:
  • Displays a quick overview of the first five sections pinned by users from C360, with options to view/modify additional sections.
  • You can customize and pin the most important widgets you refer to daily.
• Quick Actions:
  • Quickly create CTAs, log Timeline Activities, and perform other actions directly from the 360 in Sidebar.
• Enables immediate action on customer data without leaving the current screen.

 

If for some reason, you don't like it or it doesn't work well for your process at the current time, you can control whether it shows up or not!  Click on your icon in the top right of your Gainsight screen and then, Settings.  Click on the General Settings link.  You'll see a toggle that will allow you to turn off or on the feature for you personally.

 

 

 

 

Thank you @heather_hansen!

@heather_hansen  I’m glad to hear your CSMs are seeing value. I love the idea of this feature - but it’s the execution leaves a lot to be desired. And I still firmly believe admins should have control over when and how to release.

Are you able to share a redacted version of what yours looks like, cause on my side it’s pretty ugly:
 

Here’s what my C360 normally looks like:

Again, Sidebar is a GREAT idea, but in this configuration it just looks poorly thought out and without the ability to adjust the layout - quite frankly - “cheap.”

Yeah - my widgets look similar too for any that are custom widgets and not OOTB.  Definitely agree the experience and configuration could use some work.

Sidebar:
 

Full C360

Yep. 

If just a little more thought would go into the user experience of these features, product would get much less pushback.

Just to chime in as well, we have enabled the sidebar and the team overall has loved the easy of use and lack of tabs. I do share the same sentiment with the group here that this needs to be able to be customized separate from the 360 view to maximize its impact.

100%

Maybe I’m thinking about this wrong, but I could see this being something we’d want to be able to customize on a role or permission-level basis -- CSMs, C-levels, admins, product owners (ex: viewers only) may want to have different info available in the sidebar.

Hi Team,

I would be great if we have separate layout configuration for C/R 360 sidebar,as in the main 360 we have option to configure the widgets and reports and have ability to adjust them but in sidebar we don’t have that option and the extra spaces are under utilized 

Also if we personalize the sections in sidebar for one layout account it is not effected to all the accounts related to that layout we need to refresh the account twice/thrice changes or more to see the changes, this goes for C/R 360 both.

About a week of usage in our instance and I agree with the sentiment provided here thus far.

• We absolutely need the ability to customize the layout of C360 & (more importantly) R360. Given that we have multiple relationships, some of whom have more unique needs, we’d like the ability to go through and tailor the view for our end users.
• More of a nice to have (either as admins or end users): Ability to enable/disable R360 in Sidebar separate from C360.
  • Our R360 layouts have much more in-depth usage reporting which is very hard to digest in the sidebar view. Instead of requiring additional clicks, our CSMs would like to have C360 in Sidebar but then the standard opening of R360.

I made this as its own post, mainly because I don’t imagine anyone in product tracking all of the issues in here individually, even though having one thread is handy for folks to see all the issues in one place:

Some new ideas:

hopefully no repeats

Sorry, the more I look at it, the more problems I find: 

But wait, there’s more!

Lots of good ideas here. Honestly, I just want it to be easier for my individual end users to toggle sidebar 360 on and off if they want. So I made a post about that, which is also applicable to other features too.

Just wanted to share some positive feedback on this new feature from one of our CSM Managers!

I like this feature because there are many instances where I need to look up 1-2 things in an account and I don’t need another tab to open up. This new feature along with personalizing the sections that I feel are most important has helped me cut down the time I spend waiting for things to load which in turn keeps me from becoming frustrated.