Company Search Configuration Filters

Getting more and more requests to exclude churned/inactive Relationships from the Company/Relationship search as well (which makes sense if you are using Gainsight for some time already). Would be nice if this idea could be considered for implementation…

@gopal_rao_kallepu Any updates here?

@Dheepak G  Tagging you since Gopal left.

A quick update on this thread on the search capabilities, We are currently working on revamping the search experiences in below phases :
1) End User revamp of search experience : Currently in development  this quarter
2) Admin revamp of search configurations : This would be taken post our first phase of revamp. As apart of this revamp, we are going to allow  Admins the ability to filter records out [from index] based on certain conditions (in this case, company = ‘Active’).
I will keep this thread updated when i have a timeline for this ask.

To refine the search functionality and ensure only active customers are included when searching for a Customer Success Manager (CSM) or their manager, you need to implement a filter that excludes churned customers. You can achieve this by modifying your database query to include a condition that filters out churned customers. Assuming you have a Status field in your customer records, your query should only select customers where Status equals Active.

For example, in SQL, your query would look like this:

SELECT *
FROM Customers
WHERE CSM_Name = 'Specific_CSM_Name'
AND Status = 'Active';

For a JavaScript-based UI, ensure the filter for Status is applied before displaying the results. Your search function might look like this:

function searchCSMPortfolio(csmName) {
    const query = `SELECT * FROM Customers WHERE CSM_Name = '${csmName}' AND Status = 'Active'`;
    fetchResults(query).then(results => {
        displayResults(results);
    });
}

Make sure the search interface is updated to reflect this filtering so that users understand only active customers are shown. This adjustment involves updating your backend code to filter out churned customers in the query and ensuring the frontend only displays results where the customer status is active.

By making these adjustments to your database queries and search logic, you can ensure the search functionality for CSM portfolios only includes active customers and lead data enrichment, thereby reducing noise and improving usability. If you provide more details about your tech stack or the specific environment you're working in, I can offer more tailored advice.

As a temporary workaround, I used rule engine to store the [Name] field in another placeholder field and then assign only company that are ‘Active’ into the [Name] field. In this way, when the user search for a company, it will only show those ‘Active’ customer names.

An additional use case for filters on the Search configuration -- we’re bringing in our Partner Managers team into Gainsight. While they have ownership of customers, they’re not assigned in the ‘CSM’ field which ultimately means that filter in the search display is useless for them. 

The ability to also filter on company type (and status) to display different fields would be valuable.