Please add ability to restrict Company Persons in Customer Cheat Sheet email share

I have a real problem with Gainsight’s position that the ability to share the raw Customer Cheat Sheet with external customers is “expected behavior”.

I find it very hard to believe that companies would want users to share the raw results of cheat sheet with a customer when these can includes summarizations of Timeline entries, many of which are likely not intended to be consumed by customers. This is a VERY risky thing for Gainsight just to assume is a function customers want. Do we really want summarized versions of Renewal conversations and what we consider to be Risks/Issues to be shared without being able to sanitize the content? I think NO.
 

Additionally, the email that goes out to contacts includes this footer:
 

That hyperlink is a direct link to the C360 in my Salesforce tenant and drops the contact to our OKTA login page.

https://customurl.vf.force.com/apex/GainsightNXT#customersuccess360??cid=1P022FXMF6W9999999999VML17JX3JL7DK46&nxtInstance=v1&x-gs-host=SALESFORCE&j=eyJzX2FvaSI6IjAwRDUwMDAwMDAwNzJ1WUVBUSIsInNfYXNpIjoiMDBENTAwMDAwMDA3MnVZIUFRRUFRTGkzNTFYM1JXQVhrc3pfZGVwZC5fdE9UWEM3a0RDVDhBYWhUQ0hXX0U2THd0RHZqUnhaMXh6YmhiV0YudTNtLkFScFVMYXp6c010QnNQaVRhNl9Memk5dUdGQiIsInNfYXVpIjoiMDA1SHMwMDAwMENVVTJqSUFIIiwicl9o
 

So if sharing externally is “expected behavior” I assume that Gainsight really intentionally included this internal URL on a template that goes out to external Contacts? 

🤔

This is a big problem IMO.

One hundred percent.

Not to mention the MASSIVE privacy concerns this presents. Once that data gets out of Gainsight and into a user’s inbox, who’s to say where it’ll go next?

Agreed

With kindness, I am very surprised that Gainsight has allowed for the cheat sheet to be shared externally at all. I’ll even go so far as to say that I’d be completely okay with this not being possible whatsoever. If clients really needed this information surfaced to them, account teams can send them an email with updates, but timeline entries should be internal-only in my opinion.

In chatting with @kstim, it just hit me…

Couldn’t there be a “limit sharing” toggle, similar to how report sharing works? There definitely need to be some admin-level controls around this feature to prevent accidental issues.

I agree with everybody. This should be a no-brainer!

Internal data is for internal consumption, there are a lot of risks and privacy concerns to even allowing the Customer Cheat Sheet to be shared. At least, give the Admins the capability to turn on sharing, I strongly feel that disabled should be the default status with something so sensitive.

☝ THIS. Disabled should absolutely be the default status for sharing.

What makes the most sense to me would be for Admins to be able to allow INTERNAL sharing based on user permissions, if there are any options to share. But external sharing should not be possible. It’s not as if someone can’t copy and paste that information anyways.

💯 The default position for any sharing functionality should always be OFF, allowing admins to determine when and to whom sharing is enabled.

I will not allow launch of Customer Cheat Sheet in my environment until this is fixed.

Thank you for reaching out and sharing your feedback regarding this functionality of Cheat Sheet. We truly appreciate your insights and the opportunity to address your concerns.
The current behavior i.e allowing the sharing of raw Cheat Sheets externally was primarily driven by the need for flexibility within organizations, cases where users do not have Gainsight licenses but need to get a quick overview of the state of their customers will be benefited from this.

We understand your concerns about the potential risks associated with this approach and the importance of safeguarding sensitive information.
We have decided to implement below as a fix:
1. Warning Message: A warning banner will now be displayed when including external contact/company person in the recipient list, alerting users to potential risks.
2. Removal of External Links: We’ve added two links at the end of the recipient list (To & CC sections) labeled ‘Remove External Links.’ Clicking these will promptly remove any external contact/company person from the email.
3. Adjustment of Email Footer: Links leading to internal resources, such as the direct link to the C360 in your Salesforce tenant, will be excluded from emails when they are being sent to external contacts.

We believe these solutions strike a balance between flexibility and security, allowing for seamless collaboration while safeguarding sensitive information. We are also discussing admin controls down the roadmap.
Please do let us know your thoughts on this and if the above proposed solution addresses your concerns adequately
​​​​@Brayden, @shantan_reddy

@AshutoshSingh Thank you for moving so quickly on this! While this is a step in the right direction, I still strongly feel that admin controls should be prioritized, specifically controls around being able to toggle on/off the ability to externally share cheat sheet in general.

Thanks for the update @AshutoshSingh  but I respectfully disagree that this strikes a balance between flexibility and security, and your justification (quoted below) doesn’t make sense to me as it relates to the issue raised.
 

How does sharing Cheat Sheet to PERSONS externally relate to the need for USERS internally to gain a quick overview of the customer?  

Sharing with USERS internally is not an issue, and should address the case you cited above. Sharing with PERSONS externally IS an issue - it’s a security hole.  You’ve given us no guardrails to ensure a user doesn’t inadvertently send private data externally. 

Admins absolutely must have the ability to restrict users from sharing Cheat Sheet (or any Gainsight data point) with PERSONS/CONTACTS unless/until the business understands how/when to use and accepts the potential risk.  

Having the flexibility to enable or disable the ability to share with EXTERNAL PERSONS would be striking a balance.  Not what you’ve suggested.
 

@AshutoshSingh I’ll also note that the documentation does not at all state anywhere that I can find this is an intended use case for Customer Cheat Sheet. It is all geared toward using CCS internally amongst USERS (particular Execs) - not PERSONS.

So again, I respectfully disagree with Gainsight’s stance here. I was a CSM in a previous life, and I would have never shared CCS externally. 

intenti

...intentionally.

@AshutoshSingh While I definitely see the value in those features, they don’t really address the concerns of organizations who do not want the external sharing enabled at all. We can remind CSMs & leaders not to do so, but there’s no real way for us to prevent them and it could easily happen by accident if someone isn’t paying close attention.

We really need just a simple on/off toggle in the Horizon AI settings for admins to disable this org-wide. That’s the only way I/we can roll this out with confidence that clients will not see internal notes. 

☝

THIS.

There should never be a situation where clients need to see internal notes.

While the proposed mitigations are helpful if an org decides to allow external sharing, none of those solutions address the concern expressed by the community which is “allow us to disable external sharing for this feature”.

Having just had approval to start testing Cheat Sheet internally I’ve run across this issue and we’re now very likely to prevent the rollout of the feature to our users until a solution is provided to disable external sharing of cheat sheets externally entirely. Which is a great shame, as the feature is very promising. Please address these concerns asap Gainsight team!

@AshutoshSingh as you can see, there are others that still consider this a blocker to roll out Cheat Sheet.

Please acknowledge.

Adding that I am facing the same challenge and has made us hesitant and unlikely to roll this out until we can disable sharing to company person.

@AshutoshSingh  My CS leadership team really wants to use this feature, but agrees the risk is too great to put this in the hands of CSMs, especially considering that the UI for sharing Cheat Sheet and the UI for Email Assist look nearly identical (see below). It blurs the lines between what should and shouldn’t be shared externally. 

For end users, often the reasoning is if something is “possible” then it must be ok to do. You have to give admins the ability to keep them from shooting themselves in the foot.
 

From the way Cheat Sheet has been marketed and documented, it was designed to be an internal tool, not an external one.  Rather than implement granular access controls, which I understand will take a lot of time to work out, can you not just disable the ability to share externally? I have to believe the use cases to share internally far exceed the use cases to share externally - (I can’t imagine why any company would want to share this info externally.)

100% Agree:
 

I added my two cents some months back while we were discussing internally the concerns surrounding the feature. Leadership decided to backtrack the rollout because of these issues 

On sharing cheat sheet data externally -- if any of the info wanted to be shared externally, my thinking would be that we would be copying that select bit of info into another vehicle for sharing (slide deck, email) or just paraphrasing it in a call (ex: “last time we spoke, we talked about x, y, z -- this is what’s happened since then”).

There’s no reason I can think of for externally sharing the full breadth of info in the cheat sheets.

I just caught wind that Gainsight is working on addressing the sharing directly - going to stop showing external contacts in search altogether. No toggle.  Coming very soon (possibly before Pulse) 

@jake_ellis this is what I was talking to you about last Wednesday.

So this appears to have been kinda fixed. Company persons are no longer selectable in the search, but you still can enter an external email address directly and it prompts you with ‘you’ve added an external recipient - verify before sending.’ Even so, the send email button was grayed out.  Odd and misleading way to address it but at least it appears I cannot send to external recipients.