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Hi Team, 

 

We recently discovered that Success Plan Links that were shared after late 2023 have a default expiry date of 1 year. This presents some problems, not least of all visibility into when a Customer will no longer be able to see a plan shared with them. 

We would like to see visibility into link expiries and also be able to automate reminders off the back of them to whomever is the CSM on the account or Success Plan Owner. See below for potential User Stories related to this issue. 

 

User Stories:

 

  • AS A Gainsight Administrator I WANT to be able to query when Shared Success Plan Links Expire SO THAT I can automate reminders ahead of the expiry dates for link renewal. 
  • AS A CSM I WANT to be able to see when my Shared Success Plan Links are expiring SO THAT I can proactively re-share success plan links with my Customers.
  • AS A Customer I WANT to be notified that the link shared with me is expired SO THAT I have clear next steps as to how to ask for help getting the link fixed. 

We would like to see visibility into link expiries and also be able to automate reminders off the back of them to whomever is the CSM on the account or Success Plan Owner. 

Call me crazy… but this share link expiration date has got to be a field somewhere. And there should also be an associated boolean field that states whether the shared link is expired.

This should be an easy fix. We should be able to:

  • Tokenize the expiration date in a shared success plan so CSMs and Customers can see it
  • Automate reminders ahead of the expiration date
  • Send follow-ups if a shared success plan link does expire without being re-shared
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