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    6164 Ideas

    amanda.caldwell
    amanda.caldwellContributor ⭐️⭐️⭐️⭐️

    Conditional fields on Custom CTA and Timeline fieldsNew Idea

    Hi,This question has been “Solved” however there is still no solution:  We need a way to configure CTA/Timeline fields to either display or hide based on the selection of another field. For example, Field 1 has values A, B, C; Field 2 has values X, Y, Z. If user selects A in Field 1, then hide Field 2 entirely. 

    0
    amanda.caldwell
    Forum|Forum|3 years ago
    Gainsight2022
    Gainsight2022Contributor ⭐️⭐️

    Salesforce Knowledge integration with API Key for Gainsight PX IntegrationNew Idea

    We have tested the integration of our GainsightPX KBot with Salesforce Knowledge and can utilize the Search to fetch articles in SF Knowledge successfully. We can’t seem to actually click and read the SF Knowledge article as it requires a log in for SF. We don’t expect our customers to have to sign into SF to get the articles, as they are Public Facing and categorized that way. We know an API can do this, but it would be great to ADD an option for an API Key that allows this to work seamlessly for our users. Including: Screenshots of our integration & link to working with SF articles in the API: Knowledge Articles and Data Categories in the API | Salesforce Knowledge Developer Guide | Salesforce DevelopersIntegration for Zendesk uses API tokens, SF integrations don’t connect user to view article without an api   

    0
    Gainsight2022
    Forum|Forum|3 years ago
    molly.phillipsContributor ⭐️⭐️

    Will you stop stripping out JavaScript from the KC Bot--or support adding JavaScript?Open

    We use Zendesk for our Help content. We added custom JavaScript to create tabs for Desktop and Mobile. For an example, see this Help article. I haven’t enabled the KC Bot, which was an important feature when looking for an onboarding tool, because the JavaScript gets stripped out. It shows two buttons that do nothing, and the Desktop and Mobile content are lumped together.I had also started implementing accordions using JavaScript, but had to stop b/c it created the same issue in the Gainsight KC Bot.Gainsight also seems to strip out anything custom: JavaScript or .CSS. If you have to strip this out, can you at least provide a way to copy the JavaScript and style sheet over to Gainsight?

    4
    Forum|Forum|3 years ago
    adamrz
    adamrzContributor ⭐️⭐️⭐️

    Track time on pageOpen

    Relatively simple request (though I’m sure not simple to implement ). As a product manager, I’d love to be able to use PX to track time spent on a page so that I can better understand on which pages my users are spending the most time.   If this already exists, I’d love to find it. If not, I’d like to request this feature.

    2
    rterakedis
    Forum|Forum|3 years ago
    bradley
    bradleyExpert ⭐️

    Success Plan Objectives - Allow Custom Objectives Opt IN for SharingNew Idea

    With Success Plans you can create pre-built templates that allow you to toggle if the Objectives should be shared or not when the template is applied. However, custom added objectives are shared by default. It would be great to have the option to require the sharing to be opt IN instead of opt OUT, even if it is something that needs to be set up by an admin (on a global or SP level) rather than a wholesale change. While non-objective CTAs are better managed out of the cockpit, there are cases where you want related CTAs attached to that success plan but you don’t wish to share them (they may be for another team etc). This would be both for the current system and Success Plan Horizon Experience.

    3
    heather_hansen
    Forum|Forum|3 years ago
    ky_powell
    ky_powellContributor ⭐️⭐️⭐️⭐️⭐️

    Multiselect dropdown fields in timelineNew Idea

    Timeline doesn't currently support muti-select dropdown fields, is there a plan to make this available in the future? Its limiting to Timeline and the fields we would like to be able to report on.

    5
    anirbandutta
    Forum|Forum|3 years ago
    jean.nairon
    jean.naironExpert ⭐️

    Assign CTAs to a CSM Pool or QueueReleased

    Many companies are mixing digital touch and low touch as a way to more effectively manage the long tail of their customers. Through low touch, they need a way to easily manage a large amount of customers with very few CSMs. In this world, it’s not uncommon to see 1000 customers being managed by one CSM. This can often be quite challenging to manage for a CSM and it can often lead to an unbalanced workload across the team. The solve this, companies want to use Pooled CSM teams that work across the entire customer segment and aren’t assigned to a specific portfolio. Each CSM is dedicated to all accounts in the segment and would be assigned CTAs on a round-robin sequence based on their availability. This idea is similar to how support queues work in ticketing systems. There is no dedicated rep so the system identifies which person the ticket should next be assigned to.  Current WorkaroundI have previously implemented workarounds to solve for this use case but they aren’t very scalable. Here’s what we did:We created a new user called CS Pool. We set up the email as a distribution list so that it would notify everyone in the pool whenever Gainsight sent a notification.  We assigned all low touch accounts to this CSM Pool user. All CTAs are automatically assigned to the CSM Pool user and we used reports, dashboards, and the Cockpit for CSMs to see when a new CTA was created.  Once the CTA is created, it was up to the CSMs to pick it up and assign it to themselves. Managers were also able to triage the queue and assign CTAs to CSMs if needed.For this solution, CSMs were self-assigned. If a CTA was still assigned to the CSM Pool user, it meant a CSM wasn’t working on it yet. We used this CSM assignment as the first step for the team to know if something was being worked on or not which helped us to better manage the queue.  Improved SolutionThe workaround above has many gaps. It is completely dependent on CSMs self-assigning themselves to tickets. This works ok for small teams but quickly becomes ineffective for teams of 5 or more CSMs. It also enables CSMs who want to grab all the CTAs and those who want to just sit on the side lines.  An improved solution would be to have a similar concept of Salesforce’s Support Queues. Ideally, it would be great if we could create queues in Gainsight and assign CSMs to the queue. And then, ideally, we could use the rules engine to create assignment rules or order similar to how Salesforce uses assignment rules. In Salesforce’s assignment rule, you can define the following. I know it will likely be quite a bit of work to build this in GS but it would be helpful if we could at the very least be able to define the Order, Criteria, and User. FIELD DESCRIPTION Order Sets the order in which the entry is processed in the rule, for example, 1, 2, 3. Salesforce evaluates each entry in order and tries to match the criteria for the entry. When a match is found, Salesforce assigns the item and stops evaluating the rule entries for that item. If no match is found, the item is reassigned to either the default Web-to-Lead owner, the administrator doing a lead import, or the default case owner. Criteria Specifies conditions that the lead or case must match for it to be assigned. Enter your rule criteria. Choose criteria are met and select the filter criteria that a record must meet to trigger the rule.For example, set a case filter to Priority equals High if you want case records with the Priority field marked High to trigger the rule. If your organization uses multiple languages, enter filter values in your organization’s default language. You can add up to 25 filter criteria of up to 255 characters each. When you use picklists to specify filter criteria, the selected values are stored in the organization's default language. If you edit or clone existing filter criteria, first set the Default Language on the Company Information page to the same language that was used to set the original filter criteria. Otherwise, the filter criteria may not be evaluated as expected. Choose formula evaluates to true and enter a formula that returns a value of “True” or “False.” Salesforce triggers the rule if the formula returns “True.” For example, the formula AND(ISCHANGED( Priority ), ISPICKVAL (Priority, "High") ) triggers a rule that changes the owner of a case when the Priority field is changed to High. If your condition uses a custom field, the rule entry is deleted automatically if the custom field is deleted. User Specifies the user or queue that the lead or case is assigned to. Users specified here cannot be marked “inactive”, and they must have “Read” permission on leads or cases. NOTE You can't revoke the “Read” permission on leads or cases for users assigned to a rule. If your organization uses divisions, leads are assigned to the default division of the user or queue specified in this field. Cases inherit the division of the contact to which they are related. If no contact is specified, cases are assigned to the default global division. Do Not Reassign Owner Specifies that the current owner on a lead or case will not be reassigned to the lead or case when it is updated. Email Template Specifies the email template to use for the notification email that is automatically sent to the new owner. If you don’t specify an email template, then Salesforce doesn’t send a notification email. When a lead or case is assigned to a queue, the notification email is sent to the Queue Email address specified for the queue and all queue members. Predefined Case Teams Specifies the predefined case teams to add to a case. A case team is a group of people that work together to solve cases. To select a predefined case team to add to the assignment rule, click the Lookup icon (). To add more predefined case teams, click Add Row to add a row in which you can specify a predefined case team. Replace any existing predefined case teams on the case When a case matches the condition, any existing predefined ca

    21
    Forum|Forum|3 years ago
    aschreiner
    aschreinerContributor ⭐️⭐️⭐️

    Allow URL Parameters for Anonymous SurveysNew Idea

    It would be great if Gainsight would allow passing in url parameters to pre-fill a field in an anonymous survey. The use case here for example is that we may want to tag a specific subset of surveys with a unique identifier for a product code or repurpose the same survey for multiple uses to combine the data. It would be great if we could add something like ?prefill=product1 to the query and have it auto populate the textbox or identifier in the survey itself.

    2
    rterakedis
    Forum|Forum|3 years ago
    Gainsight Employee ⭐️
    Brianna GoodrumGainsight Employee ⭐️

    Display PX UI Based on the User and their User PreferencesNew Idea

    It would be amazing if Gainsight PX could display it’s UI differently based on the user that has logged in. For example, if the user has pinned the side bar so that it remains expanded, PX should save that change and display the sidebar in an expanded view when that user logs into PX again. https://share.getcloudapp.com/X6uKYE2Z 

    0
    Gainsight Employee ⭐️
    Forum|Forum|3 years ago
    Ashton
    AshtonContributor ⭐️⭐️⭐️⭐️

    Gainsight PX Internal Report Email SubscriptionsNew Idea

    Current default behavior for Gainsight PX is to subscribe every new PX user to the Adoption Report weekly email. This is problematic for my company as we have implemented Gainsight PX with 20 products and 200+ staff members. Leading to 4000+ spam emails that the staff does not need in their inbox about products they do not support. Critical defect: Users should not be auto subscribed to emails upon account/product creation. This needs to be removed from the product ASAP.Needed enhancement: Within a full user management system, Gainsight Admins should be able to bulk subscribe and unsubscribe their users from emails. Example is that I am setting up a new product and have a list of staff who will be working on that product. I might want to subscribe them to that specific product as they will be working with it.

    7
    Ashton
    Forum|Forum|3 years ago
    andreammelde
    andreammeldeHelper ⭐️⭐️

    Unable to deactivate OOTB statuses in Customer GoalsOpen

    The “new” and “on track” statuses in Customer Goals are not allowing me to deactivate, but none of these statuses work for us. “New” really has no indication which is not helpful. I can assume that is is created but not actively worked or tracked? To me “draft” makes it more clear than “new”.  We want more clear statuses to indicate if the Goal is actively being tracked or worked. Additionally statuses like “on track” or “off track” are more progress than status. We want the status to clearly indicate “open” vs “closed” and to keep progress tracked separately. These statuses are not aligned with statuses in other features, adding to the confusion. I should be able to fully customize the statuses, including deactivating any OOTB status

    2
    anirbandutta
    Forum|Forum|3 years ago
    travis_floyd
    travis_floydContributor ⭐️⭐️⭐️⭐️⭐️

    Add ability to revert the Detail View Layout Configuration for CTAs at the Company or Relationship Level BACK to the Global LevelDevelopment

    Problem: CTA Detail View Configuration can be set at the Global, or Company, or Relationship Level.  Currently, if a change is made at the Company or Relationship level, the Global configuration is overridden, which is the desired and expected behavior.  HOWEVER, there is no visual indication as to WHICH view configuration is currently active, Global or Company or Relationship.  Furthermore, there is NO WAY for the Admin to revert BACK to the Global Configuration.  This causes additional configuration and administration load on the Admin.Recommended Solution: Add a visual indicator to the CTA Type that shows if the Global or Company and/or Relationship configuration is currently active. Provide an option at the Company and Relationship level configuration to “override” global configuration.  ONLY once this option is checked for a given CTA Type would the Company or Relationship level configuration be used. If the Override is Un-Checked at the Company or Relationship level, then the detail view configuration reverts BACK to the Global Configuration.

    2
    mpatra
    Forum|Forum|3 years ago
    kcsp
    kcsp

    Ability to add Risk CTAs within a Success PlanNew Idea

    For more strategic customers, Risks are not always transactional and opened/closed in a timely manner. It would be great for CSMs to be able to add Risk CTAs to a Success Plan in order to track/relate Risks to a Success Plan and/or Objective. E.g. Customer Admin Training Objective may have a risk due to budget no longer being available. While lack of training can be a risk to churn overall, it can tie to a specific objective the CSM is trying to achieve. This may also provide an opportunity to enable a CSM to create a Risk Mitigation Plan for strategic risks with a longer mitigation timeline that are not related to identified Objectives but would benefit being tied into an overall risk mitigation strategy. E.g. Customer has low adoption, poor sentiment, and loss of executive sponsor. A CSM may want to create a Risk Mitigation Plan to create a multi-pronged approach to reduce the risk of churn instead of addressing the Risks individually via a standalone CTA.

    7
    mpatra
    Forum|Forum|3 years ago
    anirbandutta
    anirbanduttaExpert ⭐️

    People Status updatesNew Idea

    There is a content type that sits between a Discussion, an Idea, a Document… which are on-platform status updates.Typically I’d love people sharing:Manual badges they they are given (see  LinkedIn style) which in turn re-inforces that program that I want to drive on the Community Or causal everyday fun status updates which makes the Community more human, for e.g. wishing someone else on their birthday  Out of Office notes for the memberStatus updates should have the capability of:@mentioning people Rich text with hyperlinking and embedding images, gifs, etc Searchable Interactable: Comments, Likes, share Show on the profile mouseover card, on the person’s profile page, as well as in the general all-content feed   

    7
    anirbandutta
    Forum|Forum|3 years ago
    alizee
    alizeeVIP ⭐️⭐️⭐️⭐️⭐️

    Improve multi-select picklist display in C360New Idea

    I think this has been touched upon in several posts that weren’t directly related either (or at least I couldn’t find any). I reference this question from @mbond: Making multiple choice drop-down field easy to read | Gainsight Community It’s high time we had a better way of displaying the contents of multi-select picklists in C360 for CSM QoL purposes. When we have extensive picklists, the semi-colon separate list is unreadable. Specifically where we have narrow spaces in C360. Here’s an example where I can see the full list of values in multiple lists in the attributes section: And because we can’t expand the width of attributes in attribute sections… well, it takes hovering over the field to see what other values are set.In my mind, we’d need to:Display selected attributes only (as today) But in a column, each attribute equating a “bullet point”Exactly as described in @mbond’s question.

    0
    alizee
    Forum|Forum|3 years ago
    jnunes
    Gainsight Employee ⭐️
    jnunesGainsight Employee ⭐️

    Improved Gainsight Task FunctionalityNew Idea

    Looking for the following updates to Tasks in Gainsight to support a number of different workflows including task creation, task syncing, and task sharing. Ability to distinguish tasks by type (similar to the way CTAs and playbooks can be distinguished by type. Hoping this will allow admins to be able to configure task layouts based on task type Allow admins to modify some of the OOTB sync fields so that there is additional flexibility in syncing to SFDC tasks. This includes allowing changes to fields like Description/Description, Due Date/Due Date Only, Name/Subject, Priority/Priority, and Status/Status. Allow mandatory fields on the task layout. This would be helpful if you cannot set the field to be required because data has already been populated Allow validation, testing, and logs on task syncing. For example, if I try to sync to a required field, validate that it will fail if I try to sync Null values. Similar to the Activity Sync Integration Jobs, I should also be able to test run and view logs before running live. Allow syncing of Dropdown List and Multi-select Dropdown List task fields to SFDC Allow field lookups in task syncing for both source and target fields Allow updating of tasks via Rules Engine Allow Users to change the assignee/owner of shared tasks (success plans) If this needs to be multiple enhancement requests, happy to do this, but wanted to capture all the enhancements that would be needed for tasks in one place. Also, if any of these are planned, can you please advise on ETAs? Thank you!

    3
    Wes French
    Forum|Forum|3 years ago
    Ashton
    AshtonContributor ⭐️⭐️⭐️⭐️

    Add the Copy Logic Button to the Query BuilderNew Idea

    The Query Builder page is missing the copy filter items button. It would be nice to add this as standard filter creation feature.  Query Builder missing the copy functionExisting copy function on most other areas for building logic. 

    0
    Ashton
    Forum|Forum|3 years ago
    Harika SingadiHelper ⭐️⭐️

    It would be nice to see Tasks and Calendar integration.New Idea

    Hi Team,As an extension to the cockpit (CTA) and calendar integration.It would be nice to have Tasks and calendar integration.I understand Task and Calendar integration creates a lot of noise in the calendar, but it might benefit specific CS teams if there is an option to leverage. Thanks,Harika

    0
    Forum|Forum|3 years ago
    mzahir
    mzahirContributor ⭐️

    Improve Company Intelligence by including Business outlook & ProjectionsNew Idea

    Currently, Company Intelligence is not including publicly available information about companies going through layoffs or reductions in force (RIF). According to Gainsight support, these events are captured by Company Intelligence but not made available to the end users due to it being classified as “business outlook & projections” instead of “downsizing”. Can we please have “business outlook & projections” as an additional category within Company Intelligence? Due to this gap, our CSMs aren’t proactively informed about their portfolio. Thank you!

    1
    matthew_lind
    Forum|Forum|3 years ago
    garg.kartik789
    garg.kartik789Contributor ⭐️

    Individual Products Cards with product specific data in Default View in New C360New Idea

    The current setup allows to show the same data for individual cards when shown together in Default View. We cannot show individual product specific data. Instead of Default View for all Relationship cards in new C360, allow using different cards for each Relationship Type (when the cards are all shown together).

    0
    garg.kartik789
    Forum|Forum|3 years ago
    garg.kartik789
    garg.kartik789Contributor ⭐️

    Allow showing all the dates (>3) on CS Widget in New C360 and R360New Idea

    The current New C360 and R360 only allows 3 dates to be shown in the CS Widget. Please remove this limit and allow showing as many dates as required on the widget.

    0
    garg.kartik789
    Forum|Forum|3 years ago
    ky_powell
    ky_powellContributor ⭐️⭐️⭐️⭐️⭐️

    Linking URL's in reportsNew Idea

    When running an opportunity report, it would be beneficial to be able to link to the opportunity just like all Account Names are linkable/clickable off account reporting. In SFDC, the one upside to having our reporting there is the ability to have clickable links to the various opportunities, products, etc so that a CSM can take more actions straight from a report. I thought I saw something about Gainsight working on allowing URLs in reports for certain objects, is this still the case?

    11
    Forum|Forum|3 years ago
    andreammelde
    andreammeldeHelper ⭐️⭐️

    NXT Segment - Create a "User" segment for internal comms in JONew Idea

    We use JO and want to start utilizing more heavily for internal comms. We would love to leverage “Segments” like we do for our customer contacts. Think a segment for our “CSM” team, “all company” which we sent our external newsletter to, etc.  currently, you can only create segments on Company, Company Person, Relationship, or Relationship Person. It would be great to expand this to “User” as well.

    4
    romihache
    Forum|Forum|3 years ago
    christopher_sanderson
    christopher_sandersonHelper ⭐️⭐️

    Scorecard scoring scheme slider barNew Idea

    Thinking it would be cool to get rid of the slider bar at this point.  The visualization is cool, but I feel like I spend an extra 5 seconds trying to get it on an exact number, and even more if I want to slide it all the way to 100.  I am sure I'm exaggerating, but it just feels like a nuisance.  What if we could just insert the number of the score in a box, but could still see the slider bar for guidance in what makes red/yellow/green etc?

    7
    Forum|Forum|3 years ago
    swen
    swenContributor ⭐️⭐️⭐️

    Survey: Progress Bar / change or remove the numbering of questionsNew Idea

    Hello,   in order to inform the participant of a survey the progress, it would be great to either have a progress bar or to be able to change or remove the default numbering. This applies in specific for multi-page surveys. The advantage is that they will be able to see when they approx. will be finished and not drop off the survey.   Thanks Swen 

    5
    zdsiegert
    Forum|Forum|3 years ago

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