The request for adding field level security is not new within the Gainsight community. However, with the release of AI features in Gainsight, it is becoming more important. Not having this will limit our ability to roll AI features out.
To provide a example, we would like to roll out the new Co-Pilot feature to all our CSMs and other users. Unfortunately, we are not able to do this given the existing data security capabilities. One of the issues we have is that Co Pilot will allow for questions like “What is our current ARR across all active accounts?”. Having the total ARR for a publicly held company can be a insider trading risk. So this comprehensive view of ARR should be locked down to a subset of users. Our ideal situation would be to lock down ARR to only show it to the account team for that account. This would require field level security.
Now data permissions in GS does allow for what I would call row level security where you can limit the access to entire accounts. So this could work to just lock people from all the data for a customer. However, we like the idea of having our CSMs and others be able to see most of the information about all our accounts. CSMs can learn from seeing how other accounts are operated or have general awareness of things. Same with the leadership team.
