THE PROBLEM:
Today, when users ask Copilot (especially in Slack) questions like “my portfolio”, “my companies”, or “my upcoming renewals”, results are strictly scoped by the user’s current Gainsight Home filters — but that dependency is not obvious to end users. This can cause “no results” answers even when relevant accounts exist (example: user has a Renewal Date filter set to “next year,” so end-of-month renewals disappear).
Gainsight docs confirm that portfolio queries rely on filters configured in Gainsight Home., however,
- end users rarely read documentation
- messaging like “filters haven’t been set up” in Copilot responses can be interpreted as an admin/config problem even when filters exist — they’re just currently restrictive.
- plus, not every customer and/or persona leverages Gainsight Home (think Sales account owners who don’t work in Gainsight as their primary system of record)
Enablement shouldn’t be a substitute for intuitive functionality.
THE NEED:
STRONGLY PREFERRED: When Copilot sees “my portfolio” intent, it should first attempt to resolve “my” using User Lookup fields on the Company object, such as:
- CSM / Account Owner / TAM
- Any org-defined “Owner” lookup to GS User (including custom fields)
If a match exists, Copilot uses that ownership assignment to scope results (optionally allowing persona selection like “my renewals as Renewal Manager” vs “my accounts as CSM”).
ALTERNATIVE: If that’s completely impossible (which I cannot fathom it is) then at a minimum allow admins to define portfolio ownership logic in Key Definitions, and make the portfolio resolver:
- Check Key Definitions first
- Only fall back to GS Home filters if no Key Definition exists
Key Definitions are explicitly designed to provide standardized business data/instructions so Copilot responds consistently and contextually.
