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Product Requests Overview

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Gainsight NXT

 

This article provides an overview of the Product Requests feature for admins and CSMs.

Overview

Product Requests facilitate collaboration between Customer Success Managers (CSMs) and Product Managers (PMs), streamlining the process of handling enhancement requests from customers.

Key Benefits:

  • Improves collaboration between CSMs and PMs.
  • Enables CSMs to create a repository of enhancement requests received from the customers. 
  • Enables Product Managers to prioritize the enhancement requests. 
  • Provides a high-level aggregated view of customer needs to CSMs.

Prerequisites

Gainsight customers using bundles other than DEFAULT_BUNDLE to manage their Full Licensed users should ensure that the Product Requests checkbox is selected. This allows CSMs to create Enhancement Requests.

To enable CSMs to create Enhancement Requests:

  1. Navigate to Administration > Users and Permissions > Permission Bundles.
  2. Edit the existing bundle or create a new bundle.
  3. Click the Navigation and Permission section. 
  4. Select the Product Requests checkbox.

IMPORTANT: Ensure that the Product Requests have the following description:

This page is a centralized view of Product Requests in Gainsight.

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Configure Product Requests 

On the Product Requests admin page, choose from the available options to start using the Product Requests feature. Admins have the flexibility to use Product Requests independently without integrating with any product management application, or they can opt for integration with an external application. Currently, Aha! and Productboard are the two external product management applications available for integration.

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Product Requests

The independent Product Requests feature caters to all Gainsight customers, whether they are using project management tools like Aha! and Productboard or using no tools. 

Key benefits include: 

  • It eliminates the need for integrations, allowing customers to share data with their Product Management teams through Gainsight's reporting capabilities, and pushing data into Product Managers' tools using Rules Engine. 
  • It helps admins to independently configure Product Requests without integrating any Product Management tools, manually add ERs, update ER statuses, and customize the Summary Widget to offer a personalized view. 

To configure Product Requests without integration, admins must perform the following steps:

  1. Add the Product Requests section to the C360 Layout.
  2. Configure Enhancement Requests Form for CSMs.
  3. Add enhancement requests Status.

For more information on how to configure product requests without integration, refer to the Configure Product Requests article.

Productboard or Aha! Integration

CSMs can create Enhancement Requests in Gainsight on behalf of their customers. Once the product requests job is complete, these enhancement requests are reflected in the respective applications (Productboard or Aha!). The Product Manager can then accept the enhancement request and link it to the roadmap item(s). CSMs receive notifications upon acceptance of the Enhancement Request or when the associated Roadmap Item(s) is delivered.

Admins can establish a connection to the respective application (Productboard or Aha!) from the Connectors page. This integration enables the bi-directional information flow between Gainsight and external application (Productboard or Aha!) when the Product Requests job is run. 

To configure Product Requests with Aha! or Productboard integration, admins must perform the following steps:

  1. In the Connectors section, create a connection between Gainsight and external product management application (Productboard or Aha!).
  2. (For Aha! integration) Add Aha Workspace into which the Enhancement Requests need to be sent.
  3. Add the Product Requests section to C360 Layout.
  4. Configure Enhancement Requests Form for CSMs.

For more information on how to configure product requests with Aha! integration, refer to the Configure Product Requests - Aha Integration article.

For more information on how to configure product requests with Productboard integration, refer to the Configure Product Requests - Productboard Integration article.

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    1. independent product requests
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