People Lists -- Admin Configurable for Gainsight Instance, Available in JO/DD

Hi ​@dayn.johnson 

Quick question about admin-defined lists:

Should these lists automatically filter based on the user’s portfolio?

For example, if an admin creates a dynamic list like "Company Champion(s)", when a TAM or CSM uses this list to send emails, shouldn’t it automatically narrow down to only the companies or relationships they manage?

Similarly, for a static list like "Renewal/Purchase Contact(s)", shouldn’t users only be able to send emails to contacts within their assigned portfolio?

Would love to hear your thoughts!

To both of these examples – 💯 percent!

As an admin, I’d expect whatever admin-defined filters that were configured in the default lists made available to the users to be locked/greyed out and uneditable by the user. Subsequently, I’d expect the user to be able to create their own lists – whether static or dynamic – by adding further filters to narrow down those default, admin-configured lists to allow for creation of more fine-tuned lists as needed. For all of these lists, I’d expect that all lists a user had access to could only include customers at accounts that Gainsight user had access to.

Further, I’d expect (or hope) that a user would have the option to combine (or scale up) their Group Send / People Lists to allow them to send an email to all of their customers without having to send a separate email for each account they have access to, and have it logged to the appropriate customers and have the correct recipient data visible in the “To” or “CC” fields.

I think the main challenge with Dynamic lists is that your end users might not really understand how the filtering works in general, let alone how to get it to show what they want.

I would think of the Admin defined lists similar to Cockpit Views:

1. A CSM can edit the view if they need to make changes and it would save as a new version
2. If a user edits an admin version, it only edits it for them (see point #1)
3. If an Admin creates a view like “My Open Risks” it will show them the open risks that are assigned the logged in user (aka the person viewing it)
   1. I think this addresses your first question

This is just an example, they are obviously different features, but I think you can very easily borrow from similar functionality that already exists in the platform to make a consistent UX across the platform.

As far as your second question goes - I think the answer is yes - whatever permission governs who a CSM can send to would still apply. But here is an example of a Static list:

• 1000 contacts across 10 CSMs. The business has for whatever reason identified this list of contacts manually.
• Admin creates 1 list, instead of CSMs each creating their own list, resulting in 10 different lists
• Each CSM only sees the 100 contacts on the list that they manage

Thanks for outlining those ideas, ​@bradley! 🔥

​@ssamarth, Bradley hit it on the head. 

The key point

End users don’t have time to create lists, nor should they be expected to.

They need the lists ready to go.

We (as admins) should be able to add global filters so the CSMs can filter and save those new, individual end user only lists if they need to create custom versions of our pre-built lists.

​@ssamarth Thoughts have been provided :). Any feedback on if this enhancement will be picked up and when it might come out? Being able to create admin defined filters (that CSMs can change, just like a cockpit view) would really help adoption.

Contact management is already a challenge in CRMs. Worried about launching Group Send without the ability to have admin-defined People lists.

We have around 4 different people personas assigned, and many people without personas that we don’t want o be communicating with. We want to be able to make it fool-proof for CSMs to use People lists we’ve defined, so our CSMs are not spamming people with emails through group send.

Agree with ​@Elana Cipin.  We’re getting ready to do a roll out to everyone, and I too am concerned about the number of questions I’m going to get about the fields, how to configure the filters, etc.  Would be so much easier if I could just create the custom views we want them to use.

This.

If CSMs/Account Reps will be sending emails that might call for an opt-out link, we need to have a filter available to automatically opt out users from Group Send emails if they specified they don’t want to receive them.

We should protect the sanctity of our customers’ inboxes – and protect our users from themselves.