Group Send - give admin control over filter defaults

☝ this. All of this!

Field aliases are a must, especially when we’ve got multiple name fields. Tagging this idea about Group Send working with User Groups, it’d be awesome if pooled CSx teams were able to leverage extra fields to have all the info necessary when utilizing this feature to respond to scaled customers receiving pooled account support.

Especially frustrating given that a portion of this (ability to rename filters) was pointed out for Home THREE + years ago: 

​@jake_ellis This is an example of what we talked about the other day in terms of platform extensibility from a business customization side. Also, it completely ignores an opportunity to learn from prior feedback - in theory, it should be easier to incorporate that into a new feature than have to rework something already live.

Very good point ​@bradley - the platform needs to be more extensible beyond a design that maps to Gainsight’s business case and can accommodate any customer’s business case. 

I realize I’m just reiterating what you said so eloquently.  Just putting it into “for Dummies” language which is where I live mentally.  🤣

​@darkknight 

Thanks for the feedback!

1. We’ve provided a few commonly used filters out of the box, but users can add any additional filters they need. These will remain sticky for each user.

2. We’re exploring how to handle field aliases at the filter component level. We’ll share more updates as we get further along. ​@pgeorge 

​@dayn.johnson 
Q1→ Currently only users (CSMs) can add/delete sticky filters as per the need

Q2→ Still exploring. Any feedback/suggestion is welcome cc ​@pgeorge 

As to field aliases, my initial thought was how we can change filter names in reports (first screenshot).

However, the Global Filter setup in dashboards also works (second screenshot).

I will reiterate that admin-defined filters are a must. Our users need this to be as easy and seamless for them as possible. They rarely spend time messing with filters. Customization from an admin perspective is what we need. We know our users best, let us curate their experience for them.

​@sarahmiracle ​@dayn.johnson 
 

1. Admins can always set the Global Filter on GS Home (from the Admin section of GS Home). This ensures that only the relevant records for each CSM are visible in the People Widget.

   

2.  Once those global filters are applied, users can further refine the view within the People Widget using these widget level filters. These widget level filters are optional & can be freely added or removed by CSM on their needs.. 

​@ssamarth with respect, you’re not hearing your customers.

Admins need to be able to control which filters appear in the widget for End Users to use.  As ​@sarahmiracle said, our end users do not spend much time with filters.  They also do not understand the Gainsight data structure, and on those occasions where end users have tried to do their own filtering on dashboards, etc., without fail they end up filtering incorrectly.

This becomes an even MORE critical issue when bulk emailing customers.

We know our end users and their needs. Gainsight does not. Please stop gatekeeping our ability to provide them with the simple, clear and curated experience they need.

Adding my example here.  We don’t use the Role field OOTB in Gainsight because we define roles in SFDC in a multi-select picklist, so we don’t populate anything in the single select OOTB Role field.  We are piloting Group Send with a few CSMs, and they immediately became confused when trying to filter by Role and discovering none of their contacts showed up despite being assigned the role in SFDC.  So, essentially if I want to have them be able to use Group Send and filter to specific roles, I now have to configure a process to continually update the single select Role field before rolling out large scale so as not to confuse people.  It also makes it extrememly confusing for someone who doesn’t know Gainsight data to know which field to select when filtering.

We fully agree with this idea. Giving admins control over the default filters for Group Send is essential for creating a simple, curated, and efficient user experience. Admins know their company's data and how their teams work best. The current default filters can be confusing for end users, leading to incorrect filtering and wasted time. Allowing for this customization would ensure that CSMs can use the tool seamlessly and confidently without needing to manually adjust filters every time. This would greatly improve team efficiency and prevent potential errors when communicating with customers.

This. We aren’t alone in using non-standard fields (we don’t use the OOTB CSM field), so anything that relies on a Gainsight standard field to work will be broken out of the gate.

That, and end users shouldn’t be expected to filter. Nor do they expect to.

End users need it ready to go.

​@ssamarth for Q2 - Please see this thread :)

100% agree that admins should have control as they know the data...I feel all new functionality should keep in mind Admin control...