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    Idea Pipeline

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    6164 Ideas

    laura.fieldsContributor ⭐️

    Ability to remove default Timeline Activity TypesNew Idea

    Our team would like the option to remove default Activity Types for Timeline entries. There are specific types we do not want our team to choose from and we do not have the option to remove if they are default values. 

    0
    Forum|Forum|1 year ago
    BrittanyReichwaldContributor ⭐️⭐️

    Scheduled Reporting ManagementNew Idea

    Hoping to be able to run a report on all reports that have a scheduled send cadence. This would help me audit, clean up, and update certain reports as I know they are the ones that need to be updated since they are sent out.

    3
    Forum|Forum|1 year ago
    jadkins.iiqContributor ⭐️⭐️⭐️⭐️

    Passing Label Information from PX to CS on NPS SurveysNew Idea

    We love the NPS analytics being passed from PX to CS. We recently discovered we could add labels to the NPS Survey to gather additional information. LOVE that! However, we have discovered the labels do not seamlessly pass from PX to CS with the score and comment box. We would love to see that added to the integration. 

    0
    Forum|Forum|1 year ago
    cmultanen
    cmultanenHelper ⭐️

    Fix Currency Field Behavior in Case StatementsNew Idea

    I was working with GS Support on an issue with case statements in Rules Engine and it was determined that if you configure multiple case expressions with the same number/currency (such as ARR) in a single task, Rules Engine will use the same output from the first case expression for all other case expressions in the task. It was determined this was a “limitation” instead of a bug and the proposed workaround solution was to create another transform task and duplicate the number/currency field so that a unique field is used for each case.I would argue this is not a feature limitation but a bug with case expression behavior. Please consider fixing this in a future release. The workaround works but it requires additional for admins just to use out of the box features. 

    0
    cmultanen
    Forum|Forum|1 year ago
    AlexaRubin
    AlexaRubinContributor ⭐️⭐️

    Home Page: Add ability to Filter myPortfolio widget OR "Ignore Global Filter" flag for certain widgets (tasks)New Idea

    There are 2 very simple asks that we need for our home page. Does anyone have a workaround for this? 1. Cockpit/Tasks widget that shows all of your assigned tasks, not just who you are the CSM for (did this by removing the global CSM filter)2. Portfolio that shows only the customers you are CSM for (only could achieve this by having the global CSM filter I had to remove since I can't filter this widget).

    0
    AlexaRubin
    Forum|Forum|1 year ago
    sarahmiracle
    sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️

    Social reactions to Timeline postsNew Idea

    Wouldn’t it be a really cool user experience to “react” to timeline activity entries in Gainsight? In today’s digitally connected world, “reacting” to events/activities/messages/updates/what-have-you is even more common than actually typing out a reply or comment. It’d be a cool way to support cross-team collaboration in Gainsight, to see that the AM “thumbs-up”ed your entry, or that the VP of CS “loved” your verified outcome entry.

    2
    Forum|Forum|1 year ago
    priscilla.torres
    priscilla.torresContributor ⭐️⭐️

    Link to P3360 in people reportsNew Idea

    We have widgets on the 360 that list certain types of people, would be great if there’s a way to have the drill down or the report link back to the p360 so the CSM can just click on the name, instead of having to search for the contact or go to the people section.

    2
    Jef Vanlaer
    Forum|Forum|1 year ago
    balajibv
    balajibvContributor ⭐️⭐️⭐️

    Multi Company Timeline Entry TemplateNew Idea

    This is an extention of the Idea here : Our Excellence CSMs manage 100s of customers and are involved in multi-account events like 1-many sessions or office hours. Creating a timeline entry is a gargantuan tasks when the attendance is 5+ accounts. As they need to go to each account, copy paste the same notes, select interaction type etc.Is it possible for such scenarios whereCSM chooses “Office Hours” template, that pre-fills all standard fields They then paste the email address of attendees (like how you paste in outlook) and it resolves to Person records. They can obviously remove the ones not there OR Gainsight can add them as persons?!! They paste the notes from the call Hit Save Now in the backend the timeline is segregated by Company record (grouping contacts from that company) and each company will have individual timeline entries!!I know one time line entry you can associate to multiple accounts, but its not the same when you are trying to track customer engagement via the contact.The productivity increase in this feature will be astronomical for 1:N CSMs.#productivity

    2
    revathimenon
    Forum|Forum|1 year ago
    markglenwalker
    markglenwalkerHelper ⭐️

    Grant Gainsight Support ability to Impersonate UserNew Idea

    Recently I had a ticket related to a particular CSM. I granted support access to Gainsight Support. I asked them to use that support access to impersonate the User (just as I do when I log in). However, Gainsight Support does not have access to impersonate users like Super Admins do. This meant I had to reach out to the CSM and walk them through how to grant Gainsight access to their User. I, personally, do not want CSMs performing this type of task.IDEA: Now that Super Admins are able to impersonate Users, grant Gainsight Support the same ability to impersonate users when support access is granted by a Super Admin.

    0
    markglenwalker
    Forum|Forum|1 year ago
    markglenwalker
    markglenwalkerHelper ⭐️

    Display a notification when timeline activity cannot be logged because it is a duplicate timeline activityNew Idea

    Recently a rep was unable to log a timeline activity from Drafts. Clicking to log the activity did nothing. There was no error message. After filing a ticket with Gainsight, it was revealed the timeline activity was unable to be logged by the rep because a duplicate timeline activity already existed on the parent account.IDEA: Instead of not displaying anything, provide a notification upon clicking to log the activity that the activity is unable to be logged because it has been identified as being a duplicate activity.Note that GS support offered for L2 to log this activity on behalf of the CSM. However, this was not necessary in our use case. A ticket could have been prevented if we simply received a message in Gainsight stating the CTA could not be logged because it is duplicate. Not giving any information resulted in us having to file a ticket.This idea will benefit both end users and admins.

    0
    markglenwalker
    Forum|Forum|1 year ago
    Gainsight Employee ⭐️
    achamariaGainsight Employee ⭐️

    Autofill option in activity timeline templateNew Idea

    Users often have to fill the same info for activities e. g. Training 1, Training 2, Training 3 etc. that only differ in small parts.It would be extremely helpful if it would be possible to have a template training with filled in values. (compare to screenshot). 

    3
    dayn.johnson
    Forum|Forum|1 year ago
    darkknight
    darkknightExpert ⭐️

    Introduce Inbound Email functionality for Org Wide Email IDsNew Idea

    When you’re scaling tiers that have less personalized touch, you’re often presented with the challenge of how to handle replies to emails that are sent out to customers and/or giving them a global email address to which they can send inquiries to the CSM team.Previously the low touch CSM team had to manually monitor a shared inbox. Recently, our org implemented a process where inbound emails to the global CSM email address from which we send JO emails, it creates a support ticket in Salesforce which gets assigned to the low-touch CSM team. Then they work it like a support ticket and engage with the customer via the ticket.This creates a divergent workstream for the low touch CSM team who otherwise work out of Gainsight. It also takes these customer communications out of Gainsight, creating two locations for CSM comms and making them inaccessible to tools like AI Cheat Sheet.I’m working with the group to recommend we move the workflow into Gainsight by triggering CTAs when those SF tickets are created and then comms can be handled and logged to GS using Gainsight Assist.But this still requires the SF component, because GS does not currently have a similar function.Gainsight already has an inbound mechanism of sorts using BCC email addresses that can create Timeline entries. This has been somewhat replaced by Gainsight Assist.What I would love to see, though, is a similar mechanism where we can “check” an Org-Wide Email address such that inbound emails to this address creates a record in a Gainsight object (NOT Timeline) from which we can trigger CTAs, surface reports, etc.  This would enable us to bypass the Salesforce process which just creates data redundancy, added storage costs + additional points of failure.

    3
    sjacobi123
    Forum|Forum|1 year ago
    waynedilworth
    waynedilworthContributor ⭐️⭐️⭐️⭐️⭐️

    Augment Cheat Sheet Forwarding to Include Key Cust\Rel Values (customizable)New Idea

    One of the key use cases we have for Cheat Sheet is for updating our Leadership on Customer Engagement for meeting prep or escalations.  The Cheat Sheet offers a decent amount of information- but we are missing key fields that our leaders ask for every time when they are receiving summaries.  Examples: Renewal Date, Days since Last Contact, ARR, Open Risks, etc.  It would be helpful to customize a few fields to send with the Cheat Sheet information when forwarding.  Obviously would need to be customizable by at least admins rather than a generic set of values.  For us, this would need to be enabled on the R360 since we manage everything at the relationship level.Yes, the CSM can forward the cheat sheet to themselves, then add this information.  But that would defeat the purpose of using AI to be more efficient. The workaround I was trying to pursue but did not work was using the User Notes field via Rule (I could not write to the Relationship Cheat Sheet MDA object.  If anyone has had any luck with this - I would love to discuss.

    0
    waynedilworth
    Forum|Forum|1 year ago
    angie_delarosa
    angie_delarosaContributor ⭐️⭐️⭐️

    Bulk Editing Signature FeatureNew Idea

    Submitting an idea for a signature feature to enable bulk editing to create consistent branding across email templates, as well as administrative time saved. As we build new email templates, we have to manually create our signature block each time, or clone from a previous email. Additionally, if our corporate signature changes (images, URLs, branding, etc.), this requires us to manually edit all email templates, as well as resync and remap tokens in playbooks.  It would be great to have a feature allowing admins to manage signature blocks in one area – let’s call this Feature 1. When creating an email template, drag and drop a signature element (Feature 2) to populate with signatures defined in Feature 1. If the signature blocks change in Feature 1, changes would automatically be applied to the templates where this signature is used. 

    0
    angie_delarosa
    Forum|Forum|1 year ago
    Chiyono YamakawaContributor ⭐️

    [Localization Request] Japanese Localization of Share360 Page Sharing Email Sending PageNew Idea

    We would like to request localization support for the email sending page when sharing a Share360 page.Many Japanese corporate clients are reluctant to open emails written in English. If the email screen remains in English, a certain number of customers will not be able to use the service smoothly. Therefore, it would be very helpful if the following screens could be localized into Japanese:OTP sending mailOTP generating mailOTP verification mail  

    1
    Kaori Wakui
    Forum|Forum|1 year ago
    DannyPancratz
    DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️

    Webhook Event for Moderation Label ChangedNew Idea

    Webhook Event for Moderation Label ChangedUse case example: “Escalation” and “waiting for product” are two default examples you pre-load. Each could benefit from automating into slack/Teams when that label is applied. 

    0
    DannyPancratz
    Forum|Forum|1 year ago
    susbhatt
    susbhattContributor ⭐️

    Option to provide Batch size for each ruleNew Idea

    Hello Team, Currenly we dont have the option to change or provide the batch size specifically for a rule to update records, Can we have that option going for future release? Thanks, Sushanto

    14
    alizee
    Forum|Forum|1 year ago
    DannyPancratz
    DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️

    Content Moderation Filters for Closed and Sticky TopicsNew Idea

    Similar to whether or not a best answer is marked, I’d love binary filters in the Content Moderation Control view for both Sticky and Closed topics. Use case is to answer the questions of 1.) how many? and 2.) which topics are toggled as sticky and/or marked closed for replies. 

    2
    DannyPancratz
    Forum|Forum|1 year ago
    DannyPancratz
    DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️

    Add Custom User Title and any other missing fields to API PUT User callsNew Idea

     IMO, if it’s a field in the user data, you should be able to update it via one of the two API calls for that. Potential Use Cases: Bulk updates of Custom User Titles (ex. for Staff or Customers or a large group of a specific user segment) Ad hoc updates upon user request (ex. you have a staff rank that calls everyone {company} employee, but you want an opt-in option for Product, Support, etc to share their specific titles (that’s relevant, helpful context when they engage!). You could easily do a form > API automation to save time, rather than community managers as a bottle neck (my use case) an AND with ranks I wanted to do a special rank for last week’s leaderboard winner, showcasing them with a rank icon and rank that visually calls them out But I also wanted to keep the context of their Rank (certification, experience level, super user status, etc) If I had the option via API I could have updated their custom user to title to override the rank title so that it’d always be “{Rank} + Last Week’s Top Contributor” (and then I’d toggle it off after a week via automation as well)

    0
    DannyPancratz
    Forum|Forum|1 year ago
    alizee
    alizeeVIP ⭐️⭐️⭐️⭐️⭐️

    Ensure ALL admin duties can be performed from NXT LoginNew Idea

    Hi!Gainsight has been a standalone platform for quite some time now, yet it still doesn’t provide a comprehensive admin console from ONE or the OTHER login method. Example: Gainsight User Management - Gainsight Inc. - mass editing user notification preferences can only be performed from the Salesforce login. Individually editing those preferences is the same thing: can only be done from the Salesforce login.It’s quite the annoyance for an admin to navigate two systems: Gainsight and Salesforce, to perform Gainsight-only admin duties… This ought to change. ThanksA

    0
    alizee
    Forum|Forum|1 year ago
    bradley
    bradleyExpert ⭐️

    Idea: Mass Edit User Notification SettingsNew Idea

    If there’s a way to already to this, please turn into a question. Currently, users are able to individually change their notification settings by clicking the bell icon, gear, etc. While we are on NXT, we login through SFDC. Some users still have their preferences set to log in from NXT when they click on a link in an email notification.This doesn’t work for them, they need to switch it. Currently, I have to explain how to do it, or write an internal article on how to do it (yes GS has documentation on how to do this but I don’t think most end-users will be able to handle it) and share that. Can we mass edit these notification related permissions and preferences please? At some point we may move to an NXT login so will have to resolve 500+ individual cases, or repeatedly spam people on changing it and still have to walk users through the process.

    9
    alizee
    Forum|Forum|1 year ago
    Chiyono YamakawaContributor ⭐️

    Allow Japanese Input for Section Names in Share360 ReportsNew Idea

    When placing a report in Share360, the section name can only be entered in English. It would be greatly appreciated if Japanese input could be supported for section names. 

    0
    Forum|Forum|1 year ago
    angela_domenichelli
    angela_domenichelliContributor ⭐️⭐️⭐️⭐️⭐️

    Make email translations easyNew Idea

    Creating a new version of an email in a different language should be as easy as cloning the email and picking the language.  Currently, we have heavily formatted email templates that we clone in English, then have native speakers move the text into google translate (or similar tool) and clean up the language and paste back into the cloned version.  This often causes formatting issues and re-adding / moving tokens and because we support about 20 languages, it is felt across our international CSM team.  I would estimate our organization spends around 40 hours per month translating and it delays when we can send our communications by on average 3 weeks from when the English version is available.Since languages are already supported for opt-out and surveys in Gainsight, the request is to have an option that says Clone in Language from the English version.  Then, we can do a quick QA of the out of the box translation and send the Program.

    1
    dayn.johnson
    Forum|Forum|1 year ago
    carolyndibuono
    carolyndibuonoContributor ⭐️⭐️⭐️⭐️

    Add filtering for My Portfolio widgetNew Idea

    It would be great to be able to filter the Company records that appear in the My Portfolio widget without having to rely on the global filters of the dashboard.Currently the widget shows churned and archived customers for us, neither of which our CSEs want to see when looking at their book of business. I don’t want to remove these records from Gainsight, and I don’t really want to add global filters they also won’t care about, so it’d be great if I could just filter them out of this widget (like I do in all of our other reports) so that my team sees the most relevant information.Maybe I’m missing something - is there is a way to do this?

    2
    AlexaRubin
    Forum|Forum|1 year ago
    jwrenContributor ⭐️⭐️⭐️⭐️

    Notify CC members when similar topics are discussed in a communityNew Idea

    Sorry, I struggled a bit with a good title for this 😅 Say user A asked a community question about custom phrases in CC and was a part of a longer discussion in the thread. Then user B asks a different question related to custom phrases in the community.  Could AI be leveraged in a way to notify user A that a topic that they very well may be interested in was posted to the same community? The hopes would be that user A would engage in the conversation, maybe answer the question, or at the very least – learn even more about the subject.

    0
    Forum|Forum|1 year ago

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