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.

Expert ⭐️

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

Forum|Forum|7 years ago
January 30, 2019
31 replies
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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.

journey orchestrator

Best answer by abhishek_sivaraman

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

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angelahibdon

Contributor ⭐️⭐️⭐️⭐️

In our case, no. The reports I am creating are several thousand rows. They would have to export the report from the dashboard, and I think that caps out and ends up cutting off the data.

Angela Hibdon

michelle_kim

Contributor ⭐️⭐️⭐️

Same problem. Every Thur night I need to send out a list of At Risk accounts. Unfortunately, I export as excel file and send to the leadership team (use case listed in the original post). Having the SFDC report scheduler functionality like Jeff has suggested would be so helpful.

dan_ahrens

Expert ⭐️⭐️⭐️

Hi Angela,

With dashboard sharing you can enable export of tabular data. You should definitely check it out!

VP of Customer Success at Forcepoint

spencer_engelAuthor

Expert ⭐️

Thanks, Dan. But there isn't a way to automate sharing dashboards yet, right? Is that on the roadmap?

dan_ahrens

Expert ⭐️⭐️⭐️

Not directly OOTB, but there is a way to do this using Journey Orchestrator (FKA CoPilot).

https://community.gainsight.com/conversations/sharing-dashboards-using-copilot-how-to-guide-5bc73e18e4b04588aaf86a9e

VP of Customer Success at Forcepoint

angelahibdon

Contributor ⭐️⭐️⭐️⭐️

I do share dashboards when appropriate. However, someone that doesn't have full Gainsight access only recieves a link to the page or a PPT. They either have to:

1. save a link and remember to go back in and check on a regular basis, and export the report from the dashboard, cause there are more rows than I can put on the dashboard section and because they need to manipulate the data further, or

2. receive a PPT presentation in an email that I have to manually push out which then would not contain all the data in a report where they can manipulate further.

I should be able to build a report, include it in an email template (attachment is fine), schedule that email to go out and pull new data into the report on a weekly, monthly or quarterly basis to a whole team of internal managers at my organization who do not have full licenses or any license to Gainsight. And that one report should be able to contain data on ALL of our clients.

Angela Hibdon

kelly

Helper ⭐️⭐️⭐️

Angela - I agree. It seems to be when this topic comes up, Dashboards is the answer when Dashboards is not the question. Some orgs do not use nor want to enable shared dashboards and so there is no work around.

Scheduling recurring reports to be emailed - unrelated to an account - should be possible.

darkknight

Expert ⭐️

It needs to be OOTB because it is an operational need. Overhead on Journey Orchestrator is high and it clutters up customer related activities.

Just because something is possible, doesn't mean it's the right solution.

Jeff Kirkpatrick

darkknight

Expert ⭐️

+1000 to Kelly's comment

Jeff Kirkpatrick

abhishek_sivaramanAnswer

Helper ⭐️⭐️⭐️

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

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