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    6164 Ideas

    bradley
    bradleyExpert ⭐️

    Ability to Self-Manage Standard PicklistsNew Idea

    My example here is the Case object, which is used for integrating an external tool used for case management, into Gainsight.While it is great that it comes with some OOB fields, some of those cause problems. Namely, the already created dropdown fields. Consider the following:Once a picklist field is created, the dropdown list ‘category’ cannot be changed or removed. When the dropdown for Cases is created, a field and corresponding dropdown category is created and assigned to that field. Part of that dropdown category includes values that cannot be deactivated, or modified, in any way.Why does this matter? Because if you have no business use for those values, you cannot repurpose them. You cannot even deactivate them. You essentially need to create a new field, and a whole new category. Because some of these OOB fields are *required*, that means you have to dummy map to them anyways, then use the fields you actually want. This is enforced platform bloat and it is incomprehensible why it exists. Maybe you can submit a case for them to be removed, maybe it will happen, and maybe they’ll do it in 2-3 months. But is not something an admin shouldn’t be able to manage on their own. Very much related to this request as well:  

    0
    bradley
    Forum|Forum|1 year ago
    Sashank Goparaju
    Sashank GoparajuHelper ⭐️

    CLONE CONNECTOR JOBSNew Idea

    Hi Team, Can we have an option of cloning the connector jobs? As part of custom job creations and testing we might end-up creating a job with some merges and transformations and I would like to have a replica of the job with some slight modifications and a different destination. In this case, with current setup I need to create the job from scratch. Expecting a simple user friendly option to clone the existing job design like we can do in rules & DD.

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

    Improve Case Connector JobNew Idea

    This might be applicable to any type of connector going to the Case object, but for the context of this request is related to setting up a ServiceNow connection to Case.In addition to the problems outlined here: there’s another glaring issue with the Case connector jobs. Any job requires these 4 fields to be mapped:  Why is this a problem? Beyond the initial case feed, if you have data you want to supplement on your Case records with an additional job, you need to map these fields every time. That means you have multiple fields updating the same fields, which is redundant, unnecessary, and poor design to force.I have fields in my data schema that do not live on the standard SNOW case object, so I planned to build a job chain with supplementary jobs to add this information in. With these other field requirements, it makes that impractical at best. All I need to do is update some records on a case - I shouldn’t need these 4 fields present every time.

    0
    bradley
    Forum|Forum|1 year ago
    wscuphamabnormalContributor ⭐️⭐️⭐️

    Ability to configure different CSQL detail/creation forms based on controller field (like Opportunity Type)New Idea

    Not being able to surface, hide, and require different fields for different kinds of CSQLs is a severe limitation. As it stands now, we have to train CSMs on all the different fields to not fill out depending on Opportunity Type because there is only one CSQL form we can configure. As such, we have to include every field for every use case, which makes the form hard to use and enable on, especially as we cannot configure tooltip here either. Compared to SFDC’s capabilities where we can surface different fields based on certain field selections, this is very limiting.

    0
    Forum|Forum|1 year ago
    Fabuhamdan
    FabuhamdanContributor ⭐️

    Conditional Visibility for Article Sections Based on User PermissionsNew Idea

    Enable article creators to add hidden or permission-based sections within a single knowledge base article. For example: A general content section visible to all users A “Partner Notes” section only visible to logged-in partners An “Internal Notes” section only visible to internal users/staff Why it matters:This allows for more efficient content management by consolidating related information in one article while still controlling visibility. It reduces duplication and ensures users only see what’s relevant to them.

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

    P360 FeedbackNew Idea

    View Sent Email: Only shows emails sent from P360 of the 1 person’s record that was accessed to create the email.  Users would expect to see all sent emails here.Cannot configure/remove OOB Summary fields: We do not use Title and cannot replace it with information we do use.  Automated Program Timeline Activities are not displayed - end users want a place to see all communications for the Person record, including (and especially) the automated ones they may not have easy access to in their gmail sent items.Gainsight Search should include P360 results when searched by configurable fields (OOB, probably name and email). 

    4
    alyssa.harding
    Forum|Forum|1 year ago
    marie
    marieGainsight Employee ⭐️⭐️

    Embed Pages in Gainsight Home DashboardsNew Idea

    It would be great to replicate the Embed Page functionality that we have on the C360 on Gainsight Home Dashboards. Then we can incorporate the same benefits of displaying these pages for one customer, across multiple customers (like incorporating BI Dashboards with our data/reports).

    16
    Msimonson
    Forum|Forum|1 year ago
    angela_domenichelli
    angela_domenichelliContributor ⭐️⭐️⭐️⭐️⭐️

    Issue management admin processNew Idea

    Good morning Gainsight friends, I recently established our internal process as Admins for how we manage and communicate issues amongst ourselves. I shared this back with my Gainsight CSM, Courtney, and she said she had not seen any other clients create a process like this. Maybe someone out there will find this useful! I created the below flowchart in Visio, and most steps contain a clickable link with more detailed directions on what to do at that step in the process. For example, Research Issue has detailed instructions in 2 sections. The first section is on Admin pages for basic troubleshooting of different components of Gainsight. The second section is about Outside Resources and explains when and how to use systems like Gainsight Community and past Gainsight tickets our organization created to gather more information. I am happy to share more details about the process we use here at athenahealth and can answer any questions here on Community. I would also appreciate any feedback and information about how other businesses handle issue management within the Gainsight Admin Team.

    2
    victoria_peeker_barry
    Forum|Forum|1 year ago
    angela_domenichelli
    angela_domenichelliContributor ⭐️⭐️⭐️⭐️⭐️

    Allow unique fields for Automatic Milestone StageNew Idea

    Current Configuration: We have 2 Company Types and 2 Relationship Types in our environment which use different fields for Status, sub-status, and details related to the Customer lifecycle.Users prefer to see the Stage change in the line at the bottom of the Customer Journey instead of a flag that needs to be scrolled back for to find.Proposal: Allow Admins to configure at least 1 field per Company and Relationship Type, instead of 1 per instance.Bonus Points: More than 1 field can be used per Company and Relationship Type to show a key field that has changed in the past and what it currently is by allowing more than 1 bar to be present in the Customer Journey.

    0
    angela_domenichelli
    Forum|Forum|1 year ago
    liz.huffHelper ⭐️

    Sandbox & Live DifferentiationNew Idea

    Being new to Gainsight CC is a lot to take in! One way to differentiate between LIVE and SANDBOX instances is hidden in the URL… I think it would be beneficial to have a quick color indicator available as a browser extension add-on so that we can easily identify between one instance and the other!

    0
    Forum|Forum|1 year ago
    Julie-Pinto
    Julie-PintoContributor ⭐️⭐️⭐️⭐️

    Dark mode for PXOpen

    I would love PX even more if there were a native dark mode. Staring at light UIs for hours on end can be a strain!

    8
    Johnk
    Forum|Forum|1 year ago
    ajprince
    ajprinceContributor ⭐️⭐️⭐️⭐️

    Measure Email Engagement Metrics of Staircase User EmailsNew Idea

    As a Staircase + Gainsight admin, I'd like to be able to measure the value of the automated email notifications and summaries sent from Staircase. To do this, it would be extremely helpful to have access to the common email metrics that we’d find in other platforms: Delivery Rate, Open Rate, Click-Though Rate, etc.This allows us to understand whether the notifications that have been configured are being used, and if so by whom.  That way we can easily determine if we need to adjust, improve, or altogether remove notifications based on email engagement data. Thank you!

    0
    ajprince
    Forum|Forum|1 year ago
    heather_hansen
    heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️

    Staircase - Weekly AI Digest notificationsNew Idea

    Would be great if you could set a notification to send the Weekly AI digest from the Executive Dashboard via Slack or Email.  Maybe also a link to go to ST for more information. 

    1
    dcassidy
    Forum|Forum|1 year ago
    chad_kocherhans
    chad_kocherhansContributor ⭐️⭐️

    Ability to save sorting in report breakdown viewNew Idea

    It’d be great to have the ability to sort the breakdown view of a report widget and then be able to save that sorting in the report builder. This would save time by not having to click a column header to sort each time you drill-down into a report widget.

    0
    chad_kocherhans
    Forum|Forum|1 year ago
    heather_hansen
    heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️

    Staircase - User Management in GainsightNew Idea

    With turning on the Staircase feature flag in Gainsight, you lose the ability to manage Staircase users directly in Staircase which is fine if all your of your users have access to Gainsight.  In our case, they do not.As a workaround, we thought we could just add any additional users needing Staircase access into Gainsight as Internal Collaborators to get them access to Staircase, but that is not possible.  Users added from Gainsight need to have at least a Viewer Analytics license to be pulled into Staircase for access.The main problem with this is Gainsight licenses aren’t free, so if you want to add a lot of people into Staircase without access to Gainsight…A couple of proposed solutions:Allow assigning of Staircase licenses to Internal Collaborators Create a new GS License type specific to Staircase Allow the creation of users to take place in either Gainsight or Staircase. I understand that this might cause some issues with syncing, but perhaps for users synced from Gainsight, you could lock them from being edited in Staircase.​@bradybluhm for viz

    0
    heather_hansen
    Forum|Forum|1 year ago
    heather_hansen
    heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️

    Staircase - Related ObjectsNew Idea

    Today, using either SFDC or Gainsight as your CRM in Staircase - you can’t use Related Objects.  For example, we use Related Contacts and Territories in Salesforce, and we can’t access any information in those objects for Staircase.  Use Cases:Territories - we don’t really use Tiers, so we wanted to use Territories as the Tier instead.  Since Staircase can’t see the related Territories object, we were unable to do this when using SFDC as our CRM. Related Contacts - we populate our Stakeholder roles in SFDC on the the Related Contact object and not the contact, so again, we aren’t able to automate anything with those Roles in Staircase when using SFDC as our CRM.​@bradybluhm for viz

    0
    heather_hansen
    Forum|Forum|1 year ago
    carolyndibuono
    carolyndibuonoContributor ⭐️⭐️⭐️⭐️

    Track inbound vs outbound emails in TimelineNew Idea

    Our CSMs at Propeller handle reactive support requests from their customers in addition to proactive management (ie we don’t have a separate software support team). The CSMs handle this reactive support via phone calls and emails as we do not currently have a software support ticketing system. The team are active users of Gainsight Assist and logging activities to Timeline, so we have a good sense of overall customer activity from their tracking. That being said, it would be super helpful to somehow flag inbound vs outbound emails that are logged to Timeline. This would help us get a sense of how much proactive vs reactive the time is spent on email. For example, if I log a thread of messages, and I (Gainsight user) was the initiator of the email, it’s flagged as outbound. On the flip side, if the customer (Company Person) was the initiator of the thread, it’s flagged as inbound. 

    1
    Forum|Forum|1 year ago
    Wihoward
    WihowardHelper ⭐️

    Keep Scorecard history with Relationship MergeNew Idea

    Our CSMs are required to update a manual Scorecard measure on a regular basis, so we have reporting built around it to monitor progress. We also do a lot of Relationship merges and moves due to account clean-up activity which is causing an issue with the reporting. The merge process does not keep any of the activity from the consumed relationship but only keeps that of the consuming relationship. Due to this we are losing the activity the CSMs have done for the Scorecard updates which means we lose historical reporting. After a Relationship merge that history is lost, so we can’t see the updates each month and we lose the timeline entries that would normally feed Cheatsheet

    0
    Wihoward
    Forum|Forum|1 year ago
    Mireille Rooke
    Mireille RookeContributor ⭐️⭐️

    Notification Center - list up to dateNew Idea

    Could the Notification Center display an accurate list of published content, and not the content that that has been deleted?If the user clicks on the deleted article still available here, it leads to a “Page not found” page. I understand that the system is functioning as designed, therefore with this enhancement, we will enhance the customer experience.

    0
    Mireille Rooke
    Forum|Forum|1 year ago
    PandradeContributor ⭐️⭐️

    Emails from Gainsight Assist for Success PlansNew Idea

    Is it possible to add a new functionality in Gainsight Assist that would allow CSMs to associate an email directly within Outlook to an existing Success Plan? Today, all Gainsight Assist items route to the timeline exclusively. We believe this would be a huge win as it would allow all project communications to flow directly into Success Plans giving more consistent updates to leadership.Thank you.

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

    Allow calculated field to filter email versionNew Idea

    As a Gainsight Admin, I need to send a unique email version in a Program to a participant based on a real-time calculated field.Use cases:Sending a follow-up with different text based on a current value such as client healthscore Changing who an email is sent to based on current value, such as adding an executive to the email if a threshold is met after the Participant List is generated

    9
    revathimenon
    Forum|Forum|1 year ago
    jamie_anderson
    jamie_andersonContributor ⭐️⭐️

    Dashboard Global FiltersNew Idea

    The ability to use and/or filter logic on dashboard global filter would be helpful. This is available on GS Home, but not the dashboards. With this, if a global filter is locked, it should be hidden from the end-user and only visible on the dashboard builder. 

    0
    jamie_anderson
    Forum|Forum|1 year ago
    tmorgan
    tmorganHelper ⭐️

    Expand Free Text Field on the Timeline Notes ScreenNew Idea

    Our CSMs take their notes in the Timeline Activity screen and they would like the text field to be expanded in full-screen mode so that more of their notes are on the screen.  Right now they have to do lots of scrolling up and down through the notes because the box is so small.

    3
    christopher_sanderson
    Forum|Forum|1 year ago
    AnaContributor ⭐️

    Request to Implement Option to Hide Answers in Quiz SummaryNew Idea

    Hi Gainsight Team,I would like to propose an enhancement to the quiz functionality in Northpass. We need an option to hide the answers at the end of the quiz. Here’s the detailed use case:Current Setup: After completing the quiz, learners can see the correct and incorrect answers marked, which may lead to copying answers and sharing them with others.Proposed Enhancement: Implement an option to hide all answers in the quiz summary page, showing only the final result (e.g., 4 out of 10 questions correct, pass or fail). This would prevent learners from copying answers and encourage them to search for the correct answers themselves.Purpose: This enhancement will help maintain the integrity of the quiz and ensure that learners focus on their own performance.Thank you for considering this idea.

    0
    Forum|Forum|1 year ago
    bryant_sContributor ⭐️

    Publish & Reset Past Completion ProgressNew Idea

    Periodically we need the ability to publish updated course content to users and reset their course progress. Presently, you can only reset the progress of progressing learners. I’m requesting the ability to publish updated content, reset all learners (progressing & completed) progress to 0%, and force retakes. 

    0
    Forum|Forum|1 year ago

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