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Show more data in Company search results in GS Assist conflict resolution pop-up

Related products:CS Timeline & Activity Tracking

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We’ve experienced an issue with some select Companies where one recipient may be listed at multiple Companies with identical names. While this in itself is not ideal, our SFDC configuration requires it and I’d prefer to maintain parity between SFDC and Gainsight.

Since the Company names are identical, our end users have no way to confidently select the correct Company in the conflict resolution pop-up when emailing one of these contacts through the Gainsight Assist email plugin.

This problem would be far less of an issue if we had some additional data displayed along with the Companies in that pop-up which identified the Companies. GSID comes to mind, but is very long. If you could allow end users (or admins) to configure the search results in Assist in the same way that we do in Gainsight itself, we could add fields from Attributes at will.

See excellent recreation below for reference...

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ktumolo

Contributor ⭐️⭐️⭐️

Has anyone on this thread noticed if the list of companies includes several with the same name, that they are listed in the same order each time? Not the greatest solution but trying to find a workaround for my team in the meantime!

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tim.carwheel

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Adding a +1 here as well. We have CSMs asking if there is a way to create our own titles/names for a relationship in Gainsight Assist (Outlook plug-in) when logging to a relationship as opposed to just seeing the subscriber/relationship number. It was stated it's sometimes difficult to know which relationship is which when there are multiple instances and not having other relationship details available to view while using the plug-in.

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Ravindrach

Contributor ⭐️⭐️⭐️

We’re facing the same problem—there are many accounts with identical names, which makes it hard to pick the correct one. If Gainsight could show extra details along with the company name same as like global company search, it would make it easier to find the right account.

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dayn.johnson

VIP ⭐️⭐️⭐️⭐️⭐️

Three years and still a new idea. What’s the roadmap status here?

If we’re trying to get CSMs to use features that rely on selecting the correct account out of a list of same-name organizations, it’s got to be easy, or it won’t happen. This is especially true when an organization has multiple names that look like “XYZ-AB, XYZ-BC, XYZ-CD...”

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Staff CS Content & Comms Manager, 2x Gainsight CS Ops Product Council Member

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TejkumarP

Contributor ⭐️⭐️

Multiple accounts in Gainsight share the same or very similar names, making it difficult for users to confidently select the correct one, especially during account association.

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RebeccaJPaul

Contributor ⭐️

Any word on this changing? BCC to timeline is the current workaround, but we hit a snag with us having alias domains.

Example of our search results for a brokerage with multiple records due to having different locations, offices, etc.

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romihache

VIP ⭐️⭐️⭐️⭐️⭐️

Any updates on this front? The idea will turn 5 in December.
We need to be able to update this layout. For example, by adding an unique identifier and Status. This would help to correctly route emails when the accounts have very similar/the same name.

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