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spencer_engel
Expert ⭐️
Jan 30, 2019 8:03 PM UTC
Solved

There's no way to automate reports to internal Execs in Gainsight

A customer of mine wants to be able to send reports to her boss. The use case is pretty straightforward: Right now, the exec is sent an Excel spreadsheet every Friday with a list of their accounts and key attributes. This exec does not have access to Gainsight, so simply having the exec viewing a dashboard will not work.

So what my customer wanted to do is automate a report that would be sent out to the Exec. Initially, I figured this would be straightforward, only to discover that all the potential solutions solve about 75% of the use case.

  • Send a program - Can't do this because every recipient has to be associated with an account ID. Even if the exec were assigned to a dummy account (which is apparently our suggestion?), the exec still wouldn't be able to get the report that spans across the whole customer base.
  • Send an outreach - At least with an outreach, you are still allowed to send to internal users without associating them to a dummy account. (Which begs the question: why can we not do this with programs anymore?) However, I recently discovered that we cannot attach reports to these outreaches, so I can't achieve this use case.
  • Share a dashboard - I suppose I can do this, but not in an automated fashion.
I'd love to hear if I'm missing something obvious here or if product has anything to add here with suggestions for how to achieve an important use case like this.

abhishek_sivaraman
Helper ⭐️⭐️⭐️
Feb 1, 2019 4:54 PM UTC
Hey All,

Valid Points. Good News here. We are going to remove the need to mandate account id/relationship id to reports when you send it via programs.

Also, we are including a exclusive strategy for Users in program which will help address these use cases specifically. It should be available in the coming 1 or 2 months.

Thanks

Abhishek S

31 replies

darkknight
Expert ⭐️
Jan 30, 2019 8:12 PM UTC
This is a common ask in our environment too. In fact, I was asked this again today. "Salesforce can do it, why can't Gainsight?"

Sending a dashboard - even if scheduled - is a non-starter for us because it's in a powerpoint format which is usless.

Sending a program would be overkill for something like this, not to mention cluttering up the list of programs.

Would love to see a scheduler built in, similar to Salesforce, that would send an exported version of the report OR send a link to the report on a dashboard.

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Jeff Kirkpatrick
seth
Expert ⭐️
Jan 30, 2019 8:15 PM UTC
Couldn't you use the User-level filter in a Program? Or would that only work if the user is on the customer record (like a CSM)? https://support.gainsight.com/Journey_Orchestrator_and_Email/Standard_Outreaches/05_Configuring_Reports_to_Send_via_CoPilot#Apply_Filter.2FNo_Filter_User_Strategy_in_Journey_Orchestrator_Emails_with_Reports

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darkknight
Expert ⭐️
Jan 30, 2019 8:23 PM UTC
Haven't tried it but from the looks of that document it has to be tied to the account - they are using the Client Success Manager on the Account object as an example.

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Jeff Kirkpatrick
darkknight
Expert ⭐️
Jan 30, 2019 8:24 PM UTC
But really this is an operational, internal need and Journey Orchestrator should be reserved for customer related outreaches and activities.

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Jeff Kirkpatrick
diane_morneau
Helper ⭐️⭐️⭐️
Jan 30, 2019 8:30 PM UTC
I would suggest using a program with a csv file as the mailing list.

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angelahibdon
Contributor ⭐️⭐️⭐️⭐️
Jan 30, 2019 8:40 PM UTC
This only works if you want a report aggregated by customer, one email per customer. For our use case, we need to send a report of all clients with data from Gainsight, product usage and Salesforce object data to execs and there is no way to send one email with one report in tabular format.

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Angela Hibdon
angelahibdon
Contributor ⭐️⭐️⭐️⭐️
Jan 30, 2019 8:40 PM UTC
You still can't attach a report for all customers to a program.

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Angela Hibdon
kelly
Helper ⭐️⭐️⭐️
Jan 30, 2019 9:44 PM UTC
cmultanen
Helper ⭐️
Jan 30, 2019 10:38 PM UTC
+1, this is a common issue for us as well. There are workarounds such as sending a dashboard via a button but this still requires multiple steps to setup. Plus our exec team and other end-users are used to how SFDC reporting and dashboards work.

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meenal_shukla
Gainsight Employee ⭐️⭐️
Jan 30, 2019 11:06 PM UTC
Can you 'share a dashboard' by using the Share 360 feature?

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