Multiple C360 Layouts

Hi All,

There are several posts and requests from customers to provide support for multiple C360 layouts . Some of the posts listed in the past few months in some form or the other leads to the same ask-

a. https://console.getsatisfaction.com/gainsight/conversations/c360-ability-to-customize-page-layout-by-csm-or-customer-segment

b.https://console.getsatisfaction.com/gainsight/conversations/is-restricting-who-can-see-various-layouts-views-on-the-roadmap

c.https://console.getsatisfaction.com/gainsight/conversations/showing-different-c360-sections-based-on-customer-attributes

d.https://console.getsatisfaction.com/gainsight/conversations/ability-to-customize-your-360-view-based-on-account-recordtype-from-salesforce

e.https://console.getsatisfaction.com/gainsight/conversations/separate-360-views-for-different-customer-segments

There are two schools of thought which we have heard so far -

i . Admin Driven Configuration - Admin defines the layouts applicable to the end user and account based on a combination of account attributes and the user attributes. For example -

1. User Specific Layouts - For a CSM , the layout defined for a customer might involve a holistic perspective of the entire customer but for a support user seeing the C360 , we might have a totally different kind of layout and sections configured which they want to see for a customer
2. Customer Segment Specific Layouts  - It might also be the case that you want to define layouts specific to the kind of customers in your customer base . You might have high touch and low touch customers or Enterprise , SMB customers in your customer base which you want to view differently
3. Combination of both 1 and 2 - The admin can configure different layouts which applies to a combination of account/customerinfo and user attributes.

When the end user navigates to a particular account , then we will identify the applicable layout for the combination of account and user configured by the admin and show the corresponding view.

Ii. End User Driven Personalization - The end user will have the ability to define the sections applicable to them and personalize their C360.

[i]In order to balance both i and ii mentioned above , what we are thinking of is the following -

a. Allow admins to define layouts applicable to a combination of account/user attributes

b. The end user will be able to see the layout configured to them but the user can personalise 

- The ordering of the sections 

 - Delete sections from the view

These settings will be stored against the end user who performed these actions and will not impact the other users for whom the layout has been configured.

This gives the flexibility to an admin to restrict and define what the end user can see in their C360 but at the same time it allows the end user to personalize their C360 view for a customer applicable to a layout and maintain it accordingly.

Please free to post your thoughts , questions and suggestions here.

1. What do you think about the above proposal ?
2. What do you think is more important for your business needs - Admin Driven vs End User Personalization or is it both?
3. How many layouts do you see configuring for your business needs?

Your ideas and thoughts will help us in building the same. The caveat here is that not everything we have planned might come up in the first version but we will iterate towards the end goal.

Thanks

Abhishek S