Archived ideas

Hello, I was recently creating a new Horizon Rule and finding some trouble in troubleshooting the rule because the execution records that I downloaded had comments in full HTML. It would be easier for me to review the rule results from a test run if the Comments section was in plain text. Best,Ben Wanless

Enable the Bot speech bubble to be configured to show only once - or better still make it’s appearance definable through Audience logic.

We have a user who is trying to update the CTA Status from Cockpit and get’s a pop whenever the CTA is updated.Now the user wants us to shorten the amount of time it appears or don’t stack them on top because then they can’t continue to work on updating CTA status. https://share.getcloudapp.com/4guK7m9m   

As an Admin, I need to concatenate a URL field with a web address, an ID field, and the additional character /view so I can surface a usable SF URL to end users on the c/r360 so they can easily navigate to the Relationship page in Salesforce.  Current status: In Data Management, when creating a calculated URL field, I can only add the web address and the ID, but there is no place for and additional string to be added.Work around: We have a rule populate the field

Often when CSMs are using Gainsight Assist in Outlook, they are emailing back and forth with a customer within one email thread. The thread in Outlook ties the conversation together well for quick reference for a CSM. Currently, when emails in one thread in Outlook are created as Timeline Entries in Gainsight, they are created as individual entires. The entries aren’t tied together in a thread within Timeline which adds a lot extra time for CSMs to keep one conversation all connected in Timeline. It’s not a fluid experience and impacts efficiency. How can we improve the experience of having threaded emails tie to one Timeline Entry in order to improve CSM efficiency and improve visibility of a whole conversation ?Many thanks!

Would you consider creating a “Delay Send” button for a CTA Activity? The purpose would be to Log the Activity on a future date. We keep track of Engagement Type activities and our CSMs are held to the criteria set.   

Idea: would it be possible to add additional link style options in the new email template builder?Some ideas include:text decoration (ex: style = none) so we could remove the underline that appears by default target (ex: target_blank)Another thing that would be very useful would be able to put a # in a link so we could remove the “download” option from certain images. Sometimes we don’t want to link an image anywhere, and the link tool doesn’t allow a null link. 

Now when you have multi-product community I found that when new idea is raised I would like to see the related product, for example in Recently active feed. With that I dont have to open and read the idea what is not related the product(s) we are using. I am sorry to say but I am not interested all the products what you have 😃 Please look screenshot, I wish the related product can be seen there as well. 

In Gong, we can see that the actual attendees are listed. In Gainsight’s equivalent Timeline Activity, we see all invited attendees, regardless of whether or not they attended. This will prove to make any sort of automation around EB or Champion Engagement inaccurate and troublesome. Is this being worked on?

Instead of needing to create another CTA or reporting for Sponsor Tracking it would be great if users could turn notifications on or off in the “Event subscriptions” section of “my settings”. This would allow people to get notifications how they want instead of adding another CTA, when typically these are truly just notifications to the CSM. 

Hi Team,   I have a feature request from users - “In Adoption explorer for “Analytics with Gainsight Milestone” we allow only Date as a dimension but users are looking to add other dimensions for generating the charts. As of now we don’t allow this but can we consider this as an enhancement and provide the opportunity where users can add the required dimensions too.”   Thanks, Prathap

We would like the ability to add sub-tabs to better categorize information in Gainsight. 

Currently, while trying to migrate fields on a object, by default all fields are selected without an option to deselect all the fields. It’d be great if there is a button to select/de-select all fields in one go.

For the Survey section of the C60 the date range defaults to last 365 days. We typically only do a NPS survey once a year, so it would be more helpful to us if we could default the date range to the last 3 years to be able to see a wider range of survey data. The user must go in and change this to see the surveys from the previous year and it will reset back to 365 days even if they do change it.

Would like to be able to add a Logo to the Customer Journey Widget that displays our Customer Lifecycle to end users so that they know what the Stages at the bottom of the widget mean. It could be a pop out on the widget with information such as text with the Stages and a description of each.

Speaking on behalf of the CS Community: I know a few of us struggle remembering what we posted or didn’t post and sometimes struggle to find it when we search. I often check out my own activity to go back to some of my posts if I want to add some flavour to it, and I notice activity hasn’t been migrated.Can we please bring activity history back? See below what I can see: Thank you!A

I prefer leveraging the Outlook Add-In when accessing email templates and/or sending non-templatized communication to customers and consistently leverage the add to timeline feature.   When new email is received from a customer and want to add to the timeline, the date that’s published in Gainsight is the date when timeline record is created.   It would be a huge value if the add-in had the ability to apply the actual email date, not the date you sent the email over to timeline.    This is a true representation of the activity date for a CS historical record.  

I stumbled on this old (solved) post from a few years back, and want to re-open the idea, now that the new dynamic JOs are quickly approaching GA.  It would be awesome if we could take one of the new dynamic JO Action Outcomes and map that outcome to a participant so it could be used in other programs outside of the program they’re a part of. Especially if we didn’t need to run API calls to achieve the result.Ex: participant A engaged with a specific email, so they are now eligible to receive a different program, can be filtered to this audience, etc.While we could build follow-up actions in one program, sometimes we need to have separate, standalone programs to make it easier to make small changes without stopping and starting long-running programs.

In Analytics, ‘Last Activity’ includes users who registered. We want to be able to remove ‘Registrations’ as counting toward ‘Last Activity’. It would be great if we could choose which activity types we want to report on, to get a true understanding of how users are engaging with our community. 

I’m working on some scorecard config and have discovered that it would be VERY convenient is we could set a Default Activity Type for Company and Relationships independent of one another. From what I gather, the current config is global to both levels, but it would be advantageous for us to be able to mandate a specific Type for either (can customize based on level, easier to report on either, defaults make it more convenient for users).  While making this entire Settings screen specific to which level’s page you are on IS an option, it seems like setting a different Scheme / ranges for either level is probably a more unusual use-case. Adding a second Default Activity Type dropdown for Relationships (and renaming the existing one to Company) would be good enough for me.

While we are definitely going to provide a list of metrics for our CSMs in Customer Goals, there may also be instances where they need to be able to customize/create their own specific to a customer.  I thought maybe I could create a generic one, and then, they’d have the ability to rename it, but appears that’s not the case. 

This is not about building individual reports, this is about the filtering options in the report builder screen that contains all our reports - i.e. these options:  At the bare minimum, it would be very helpful to have a “used in” filter so that we can easily filter reports that are used in certain dashboards, 360 layouts, etc. I realize folders can be used to that same end, but sometimes we have to do a bunch of cleanup first :)

While creating a CTA via a rule or manually we can either hardcore a Duedate or make it filled with the run date + N days. However if we have an ability to choose any date field from Company object like renewal date/Contract end date to be filled in the due date section of the Cockpit it would be super helpfulIssue: Right now we can only assign a hard core number of days to the duedate in the CTA layoutIdea: Ability to customise the duedate with any date field value available in the Company object.Example: While creating renewal CTAs an ability to customise the due date with the upcoming renewal date. 

We currently have a CTA that both CSMs and AMs would like to get notified of when it triggers. We originally thought that we could add the respective users’ GSIDs to the comments and it would notify them once the CTA triggered, but after finding out that this didn’t work, we turned to something else. We created two separate tasks attached to a “Notification” playbook where one task is assigned to the CSM and the other is assigned to the AM. Sure, this notifies the team appropriately, but I am hoping to see if a different approach of notification could be implemented, like allowing us to add users’ GSIDs into the comments for easier notification, or something similar. The playbook / task assignment method works, but seems a bit clunky and would prefer to notify teams directly from the CTA itself if possible. Thanks for your consideration!

I would like to have an automatic feedback mechanism that alerts Community members when their post either fails to post or is flagged as spam / for review. Currently, when this happens, members are confused and frustrated and will often try to post again or multiple times, which does not solve the issue. It would be ideal to have an alert bar or pop-up that lets members know when a post has failed (and why) or if it has been flagged for review, but may be live in a couple hours.