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DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
Fully customizable labelsOpen

Similar to a closed idea from two years ago: And a broader version of what I’d be looking for in this idea I just submitted:  Ideation Status Labels are fully customizable by color and text. It’d be great to have for topic labels as well. The ability to add ad hoc custom labels to a topic is nice, but ideally I’d be able to edit the default labels and/or our custom labels would also show in the label drop-down list. Our taxonomy for labels is a bit different than the defaults, so showing those (and not the custom labels) causes confusion and inconsistency on how labels are applied. 

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284
atwhite
19 days ago
bradley
bradleyExpert ⭐️
Support Custom Events for Cockpit and Task Real Time RulesDiscovery

I don’t really know where to start with this, so I’ll start with the top line request: Please support Custom Events for Cockpit and Tasks for Real Time Rules. The out of the box events are nice if you happen to have a use case for them but rules are most useful when they are robust and right now these are not. The lack of support at launch for custom events really should have been called out in the release notes themselves at the time of release in my opinion as well, not noted by omission of their support in another document as it’s a pretty important detail: I will likely have a different post on the existing documentation on this, but please upvote if you would like custom processes supported for Cockpit and Tasks in RTR!

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sdrostgainsightcom
19 days ago
B
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.

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483
W
19 days ago
jillian.bejtlich
jillian.bejtlichContributor ⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Anyway to get unique visitor count through API?

Anyone know of a way to pull in the unique visitor number from the Analytics > Audience using API? Or really any of the audience data?

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jillian.bejtlich
19 days ago
J
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. 

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J
19 days ago
Anjali Goswami
Anjali GoswamiGainsight Employee ⭐️
posted in Customer Success (CS)
Recording: CS CrankUp Technicalities - Verified Outcome Framework

In case you missed it we conducted a webinar on Verified Outcomes Framework where we covered how VO and ROI strategies can significantly enhance your business performance. Below is a recap of the key sessions from this insightful event:Why Verified Outcomes - Importance of Verified Outcomes in driving tangible results. We highlighted how aligning your business objectives with clear, measurable outcomes can lead to sustained success, helping you better track progress and achieve long-term goals. 🎗 Gainsight Best Practices - Sharing Gainsight best practices for effectively utilizing VO Framework, providing actionable insights on optimizing customer success efforts to maximize ROI. 🎗 VO at scale - How you can implement the Verified Outcomes Framework at scale, ensuring consistent results across your entire customer base while maintaining operational efficiency. 🎗For a more insights on these key takeaways and to learn how you can apply them to your business, we encourage you to watch th

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Anjali Goswami
19 days 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. 

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cmultanen
19 days 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).

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AlexaRubin
19 days ago
S
SumalathaGainsight Employee ⭐️
posted in Customer Communities (CC)
Webinar Recap: "Day in the Life of..." Webinar with Molly Kipnis from Gong.io!

In our ongoing webinar series, "A Day in the Life," we featured a special guest speaker, Molly Kipnis, Community Manager from Gong.io our valued Gainsight customer. Molly presented "A Day in the Life of a Community Manager," sharing valuable insights on how Gong’s Visionary Community drives customer engagement and success.Overview of the Visioneer Community Gong’s Visioneer Community connects revenue professionals and customers to exchange best practices. It boasts over 150,000 unique visitors with a 93% return rate. Notably, users can submit product feature requests, providing valuable feedback directly to Gong's product team.Key Community Programs Programs include one-on-one networking, monthly meetups, and event recaps to keep content accessible. The community spans diverse roles, with a strong focus on down-market users but impactful across all levels.Driving Engagement: Key Strategies Molly highlighted daily practices such as Slack integrations for real-time alerts, a tagging stra

812
S
19 days 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.

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R
19 days ago
katie_b
katie_bHelper ⭐️
Option to set order of search results (Company>Relationship>Person)New Idea

We recently enabled P360 for a subset of our customers, but have found it makes search results challenging due to the increased number of results. We are heavy users of Relationships and 75% of the time when searching will be selecting an R360. When we search by company name now that P360 is enabled, we see the Company>Person>Relationship, since often the company name is in the email domain, so our CSMs are finding themselves always having to scroll to access the Relationships they really need. We’d like to see the search results either rearranged to Company>Relationship>Person or customizable so we can set it in that order for our instance.

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heather_hansen
19 days ago
zeldasavage
zeldasavageExplorer ⭐️
asked in Better Together
Access to recordings of past events

There are some previous events that I would love to watch (particularly this one) but I don’t seem to have access to any recordings - how can I get this please?

241
AngelaBrown
19 days ago
BVirodhula
BVirodhulaGainsight Employee ⭐️
posted in Customer Success (CS)
Crank Up Technicalities! Unlocking Customer health with Gainsight Scorecards

Join us for an in-depth webinar where we explore the transformative power of Gainsight’s Scorecards feature.Date & Time : Thursday 19th September at 02:30 PM BSTRegister Here Webinar AgendaIntroduction to Gainsight Scorecards Strategic Benefits of Scorecards Technical Deep Dive Introduction to Scorecard Optimizer with Horizon AI Q&A SessionPresenters: @Rishibha @lloonker Moderators: @ChiragJ , @BVirodhula , @Sowmya Vemprala & @SharonSalve 

701
BVirodhula
19 days 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.

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Jef Vanlaer
19 days 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 cont

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revathimenon
19 days ago
Ritika Jindal
Ritika JindalGainsight Employee ⭐️
posted in  For CSMs by CSMs
Virtual Customer Advisory Meeting - Introducing Gainsight Copilot in Gainsight Assist plugins (Gmail and Outlook)

What is the VCAM about?We are exploring whether to invest in introducing Gainsight Copilot in GS Assist plugins and the value it can add for our customers, specifically identifying which personas will benefit from it.  Since CSMs spend a lot of time answering customer questions over email, we are considering if Gainsight Copilot can help them quickly find and provide the right answers to those questions. We would also like to show draft 1 of the designs we have in mind.What is Gainsight Copilot?Gainsight Copilot is a Gen AI-powered conversational assistant designed for Customer Success (CS) and post-sales teams, offering support across a variety of scenarios. In the first version, it provides rich, contextual answers to questions about Gainsight Timeline, Gainsight products, and CS best practices. Over time, it will expand to address any questions related to all Gainsight objects.What is the Agenda of the VCAM? Understand use cases for introducing copilot in plugins for CSMs/ Admin and

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Ritika Jindal
19 days 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.

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markglenwalker
19 days 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.

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markglenwalker
19 days ago
A
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). 

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dayn.johnson
20 days ago
sdrostgainsightcom
sdrostgainsightcomGainsight Employee ⭐️⭐️⭐️
posted in Meetings & Office Hours
Tuesday US Admin Office Hours (CS Platform): Oct 22, 2024 - 1pm PT / 2pm MT / 3pm CT / 4pm ET - Pre-session Thread

Hello everyone!This thread is for today’s Tuesday Admin Office Hours session, Tuesday, October 22, 2024 at 1pm PT / 2pm MT / 3pm CT / 4pm ET.Please submit your questions below as replies to this post in advance if you can, and we'll address them during the session (or if there’s a quick answer available, we’ll post as replies to the questions).There is no need to register for these sessions - you can join at any time. Once the session is underway, I will go in order of questions posted below first, then field questions from anybody else who has joined as well. Look forward to talking with you!Conference Details (Zoom):Tuesday, October 22, 2024 at 1pm PT / 2pm MT / 3pm CT / 4pm ET Join Zoom Meeting:https://gainsight.zoom.us/j/96758098131?pwd=Z2ZyTDRYVzJGMDdsV20vWWxXRGcydz09 Meeting ID: 967 5809 8131Passcode: 678844 For dial-in info by your location, find your local number: https://gainsight.zoom.us/u/azzeidOTB

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sdrostgainsightcom
20 days ago
Ian Ferguson
Ian FergusonContributor ⭐️⭐️⭐️
posted in CC Beta: Event Improvements
Event Subscribe Button

I often upload Events in bulk.This can cause a flurry of emails to be sent to subscribers of this feature, which leaves me in a position of not promotion or even removing the feature until it can be addressed how to tackle that.Perhaps a daily or weekly summary of events added?

133
Ian Ferguson
20 days ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
Convert Product Updates into ArticlesOpen

I love the bidirectional conversion capabilities Insided offers for most topic types. However, this one is missing. You can convert articles into Product Updates (and questions/conversations through multiple steps like outlined here), but you cannot go in reverse with Product Updates to articles or other content types. Use Case: New features or programs announced via Product Updates that should eventually be moved into standard Knowledge Base or Community articles. For example, I will use a product update blog to announce new gamification features (new badges or ways to earn points). The Product Updates module is where we publish our latest news and updates, including community. After awhile, those updates get buried in the Updates feed and are no longer “news” or “updates,” but a standard part of the Community experience. As such, it’d be ideal to convert them to an article and move them to the category that hosts all our other community documentation. Sure, cross-linking, republishin

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JayS
20 days ago
darkknight
darkknightExpert ⭐️
Recent Gainsight Assist changes introduce risks/challengesNew Idea

I know lots of Gainsight customers were clamoring for the ability to select the Activity Type when logging an email through Gainsight Assist.  I do not dispute this may have been a handy feature had it been properly executed.However, it seems this was released too quickly and with absence of thought regarding the downstream impacts: Users can now choose an Activity Type, but they cannot fill out any custom/required fields associated with the type. This doesn’t save the CSM any real time/effort as they still have to go into Gainsight and edit the entry. And if they don’t go edit the entry, custom fields get logged with ‘--’ (including required fields) which exacerbates dirty/inaccurate data issues. Additionally, a custom/new Activity Type is really only necessary when there are data capture requirements that warrant custom fields on the layout for a single specific use case.  However, now that users can select Activity Type (but not any other field values) it is more difficult to make t

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darkknight
20 days ago
darkknight
darkknightExpert ⭐️
Gainsight Assist: Allow admins to control which Activity Types are selectableNew Idea

With regard to the Activity Type selector in Gainsight Assist, there may be Activity Types that are reserved for very specific processes that we do not want users to select through GA. This can also exacerbate dirty/inaccurate data issues.  Enablement and documentation only get you so far - a common end user thought seems to be: “if something is possible, then it must be acceptable.”Please provide admin ability to control which Activity Types are selectable from Gainsight Assist similar to how we can control which Email Templates are available to Gainsight Assist.

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darkknight
20 days ago
karenadornetti
karenadornettiContributor ⭐️⭐️⭐️
Ability to populate custom fields on Emails logged through Gainsight AssistNew Idea

We currently have a custom field on the Timeline activity form to capture CSM Sentiment which updates a Company scorecard measure.  We rely heavily on the Gainsight Assist Outlook Plug-in to add emails to Timeline and would like to be able to set Sentiment while doing so.

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darkknight
20 days ago

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