Configure Product Requests

Overview

Customer Success Managers (CSMs) and Product Managers (PMs) can leverage Product Requests as a platform to collaborate and work on the enhancement requests received from customers.

The Product Requests consist of an Enhancement Request Form that CSMs can leverage to create the enhancement request and submit it to the Product Managers for approval.

For more information on the workflow of Product Requests, refer to the Product Requests Overview article.

To access the Product Requests:

• Admins must create a connection between Gainsight and Productboard.
• Admins must add the Product Requests to C360 Layout. For more information on how to add the C360 layout, refer to the Configure 360 Layouts article.

Create a Productboard Connection

Admins must create a connection between Gainsight and Productboard to add the Product Request layout to C360.

To create a Productboard connection:

1. Navigate to Administration > Connectors 2.0.
2. Click Create Connection. The Create Connection window appears.
3. From the Connector dropdown, select Productboard.
4. In the Name of the connection field, enter the connection name.
5. In the Access Token field, enter the token details of the Product Board.
   Note: Admin must reach out to Product Management for the token details.
6. Click Save. The Connection Successful message appears.
7. Click Done. 
8. Click the Jobs tab.
9. Click the three-vertical dots that appear beside the created connection name.
10. Click Edit. The Preparation tab appears.
11. Click Configure. The Configure tab appears.
12. Configure the Job schedule. To configure the job schedule, refer to the Configuration of Job or Job Chain Schedule article.

Add Product Requests to C360 Layout

After the Productboard connection is established, admins must add the Product Requests tab to the C360 layout.

For more information on how to add a C360 layout, refer to the Configure 360 Layouts article.

Modify an Enhancement Request Form

Gainsight provides a standard Enhancement Request Form for CSMs. Admins can work with Product Managers to modify the form according to their needs. This helps the Product Managers to make informed decisions for their Products.

To modify the enhancement request form:

1. Navigate to Administration > Product Requests.
2. (For the first time configuration)
   1. The Create Connection tab appears with Connection Established message.
   2. Click Next. The Add Product Requests to C360 Layout tab appears.
   3. Click Complete. The Enhancement Requests Form appears.
3. Drag and drop the fields from the Fields section into the Canvas section.
4. (Optional) Hold and drag the added fields in the canvas section to arrange the fields.
   Note: The following are the standard fields that cannot be edited or deleted.
   • Company
   • Enhancement Request Title
   • Priority
   • Summary
   • Contact Email
5. Click the Settings icon to access the settings page of the field.
   1. In the Title field, enter the name of the field.
   2. Toggle the Required Field button to make the field mandatory.
   3. Click Save.

6. Click Save to save the enhancement request form.

For more information on how to create custom fields, refer to the Basic Operations in Gainsight Data Management article.

Note: Additional fields can be added to the Enhancement Request object.

Additional Resources

• Product Request Overview
• Configure 360 Layouts
• Basic Operations in Gainsight Data Management
• Configuration of Job or Job Chain Schedule