Group Send - Allow this to work with User Groups

Very curious ​(@kim_stone, are you listening?)… we’ve got a slightly wonky workaround going for our own pooled CSM model. It involves:

• Salesforce persona for a “Digital CSM” (currently being created)
  • *Note – while this is currently a non-standard CSM/PM field, I’m going to be talking to ​@kstim re: changing to the standard Gainsight CSM field to allow Group Send to work
  • This persona allows “Email Envelope” details to be shared for pooled CSM accounts:
    • Sender Name (Full Name)
    • Sender Email
    • Sender Sign Off (First Name)
• Digital CSM boolean field on C360 summary page
  • This allows easier targeting (may not be necessary once the Salesforce persona is created)
• Gmail alias email

By assigning an account to the Salesforce Digital CSM persona, emails sent to/from those accounts will go the Gmail alias distro group email, which has shared access amongst the pooled CSMs who are responsible for responding to those pooled accounts.

Please, please, please add support for additional roles/users/fields to be able to use Group Send outside of the system standard CSM field. Such a disappointment that this is a strict requirement right now.

​@ssamarth Also echoing the sentiment of all my fellow admins above that we need to be able to provision access to this feature for both User Groups AND custom assigned roles in Gainsight!

Our biggest use cases for this feature are not necessarily our named CSMs, but our Scale CSMs, and also some tangential folks in CS Operations who may wish to send mass comms on behalf of CSMs but that we don’t want to give JO access to, Onboarding Managers, subject matter experts, etc etc. We also have tons of use cases where a CSM is OOO and someone else on their team or their manager needs to be able to cover for them - including contacting their accounts en masse.

We need more flexibility here for anyone on my team to be excited to really adopt this feature. 

This popular concern would very likely have come up had this gone through a proper beta.  Just sayin.

Also pitching in here. We were excited to showcase Group Send to our users, only to find out we are handcuffed by CSM assignment. We have product teams, rather than account teams (but it’s similar enough), and we need allow anyone on the team to be able to send emails using Group Send. 

So we just aren’t able to use this in the current state. What a bummer.

We have multiple CSMs support on a lot of our accounts. We do not use the out of the box CSM field, which means we are unable to even utilize this feature. We need to be able to have either 1) anyone be able to send emails or 2) specify the individuals who can email for each account. As of today, we are unable to utilize this feature at all. Terrible miss. 

I’ll echo ​@rlgreen. Our team structure includes multiple CSMs working across the same accounts, and we don’t leverage the default “CSM” field in Gainsight. Because of this, the current setup for this feature doesn’t work for us.

Ideally, we’d have the ability to either grant email-sending access to any user or define a custom list of senders for each account, preferably the former. Without that flexibility, we’re completely blocked from using the feature in our day-to-day workflows.

It feels like this a massive oversight that Admins should be able to allow any user to email any company person in the system. I’m almost 100% certain Gainsight has customers where there are multiple CS team members are reaching out to a single client for various things.

Our primary use case involves enabling multiple CSMs to send mass communications to contacts across various regions, as we operate within a multi-CSM model. Additionally, we frequently encounter scenarios where a CSM is out of office, and a teammate needs to step in to manage communications with their accounts.

To ensure successful adoption of this feature across our team, it is essential to have greater flexibility in access provisioning.

​@ssamarth - any update on this. Its been 4 months since the feature has been released and many people in the community who are unable to utilize it. With renewal season upon us, it would be great to get an update.