This article contains common questions and answers about Customer Cheat Sheet.
Customer Cheat Sheet Overview
What is Customer Cheat Sheet?
Customer Cheat Sheet (Powered by Horizon AI) is a new widget for Gainsight C360 that generates a narrative customer summary to include key customer metrics, strategic priorities, a prioritized list of product requests, recent escalations, open tickets, executive changes, and more. This saves teams hours that is often spent on reading through several Timeline posts to get context on them and creating these narrative summaries for key stakeholders or executives.
How can Customer Cheat Sheet help you?
- Save Time Preparing: If you’re a CSM assigned to a new account or product managers or support teams dealing with a customer escalation, or anyone preparing for an upcoming customer call, you need accurate and updated information about that customer. Customer Cheat Sheet saves you the time of searching through Timeline and creating the summary you need.
- Executive Alignment: When executives or CS leaders need to meet with a customer, they need to understand the customer, their history, opportunities and critical information quickly. The Customer Cheat Sheet widget provides an efficient way to understand the customer prior to any meetings.
- Pooled CS Model: If a company uses a pooled CSM model or is looking for ways to scale their CS team efficiently, the CSMs need a better way to understand their customer and all previous interactions. The Customer Cheat Sheet allows any CSM to quickly get updated information on each customer. Previously, this would require them to search through all Timeline entries to understand saving hours of time.
What customer data is used to generate the Customer Cheat Sheet?
Timeline is the only data source required to generate the Customer Cheat Sheet. This includes key customer activities such as Updates, Calls, Meetings, Emails, Milestones, and note-taking during or after a customer interactions.
IMPORTANT: If the timeline post contains a note (or AI summary of meetings) and a Gong recording, only the note will be processed for summary and in case the post only contains gong recording such post will not be included in the summary.
What technology are we using to generate the summary? How are we going to deal with data privacy?
We are using the OpenAI chat GPT APIs in Microsoft Azure. Gainsight has an enterprise agreement with them, so the data will remain within our instance and will not be used by oOpen AI for training. For more information, refer to the Overview of Generative AI Toggle: Empowering User Data Control article.
Who will be able to see this feature?
Any user with access to C360 can use the feature.
Will the Cheat Sheet be visible through Team View In SFDC?
Currently, the Customer Cheat Sheet is not supported for the SFDC edition. However, users on Gainsight NXT (with SFDC Connector) can access the Customer Cheat Sheet.
Is Summary Generation supported in the Sandbox environment?
Currently, summary generation is not supported in the Sandbox environment. Users can however turn on the Generative AI features from the Horizon AI settings page and add the Customer Sheet to C360 Layout.
Does Customer Cheat Sheet support X-org Migration?
Although summary generation is not supported in the Sandbox environment. Users who have added the Customer Cheat Sheet in C360 Layout can migrate the widget along with the layout.
IMPORTANT: The Customer Cheat Sheet needs to be turned on from the Horizon AI settings page page in both Sandbox and prod Tenant (Source and target tenant)
How will this be enabled for customers?
After customers have agreed to Customer Cheat Sheet addendum, an admin will be able to add this widget to C360 through the standard process. For more information, refer to the Customer Cheat Sheet Overview article.
How many entries are we looking at while summarizing?
Gainsight examines all Timeline entries from the past six months, regardless of the quantity of entries.
What are the best practices on writing timeline entries to get better Customer Cheat sheet results
Ensure the timeline entries offer full context rather than brief bullet points and abbreviations. The timeline entry must be clearly outlined and detailed to drive a conclusion.
How long does it take to generate the Customer Cheat Sheet summary after adding the layout?
Once the Customer Cheat Sheet is turned on from the Horizon AI settings page, the data processing based on the timeline entries may take up to a week. However, the actual timeframe may be shorter.
Once the summary is generated, admins are notified via an email. Gainsight recommends adding the widget to the C360 Layout after this email is received as the data will be ready for the user.
How long does it take to refresh the summary after manual refresh?
It takes 2-5 minutes to refresh the data.
Are the sections fixed or can they change based on data?
The sections (Background, Strategic Priorities, Risks and Escalations, Personnel Changes, Renewal Discussions, Hits & Misses, Key Projects, and User Notes) are fixed.
How is User Notes different from other sections?
The User Notes section is unique compared to other sections as it allows users to edit and add information.This feature is designed to capture any summary points that may have been omitted from the timeline or missed, ensuring a comprehensive and accurate summary with up-to-date information. The notes added here do not impact the content of the cheat sheet.
Do all key points need to have a time tag associated with them?
The time tags are not present for key points under the Background section. For other sections, there are edge cases where the time tags are not very accurate, in such cases, we avoid providing the tags.
What does the different color of time tags signify?
The different color signifies the recency of the discussion in Timeline from which the key point is coming. We have given three color tags “pacific-blue”, “yellow-green” and “bell-blue”. Bell-blue suggests the timeline was logged less than four weeks ago, yellow-green suggests the Timeline post was logged between one and three months ago, and pacific-blue- suggests Timeline post was logged between four to six months ago.
Why additional details and links to the original post are sometimes not visible in the elaborate section?
The details in the elaborate section are derived from previous conversations in the timeline. If the key points are brief or lack detailed discussions, the elaborate section may not display any information. Additionally, there are edge cases where GPT fails to identify the discussion, resulting in a lack of details in the elaborate section.
We identify the post that closely relates to the key point and present the top four most relevant posts. However, if none of the posts closely align with the key point, we provide the closest available option, which may not necessarily be the timeline post from which the details or key points were extracted.
IMPORTANT: Clicking on the original post may redirect users to the timeline page without displaying the actual timeline post. This indicates that the post has been deleted and is no longer available in the timeline. Refreshing the page will also remove the same post from the elaborate section.
Can a user provide feedback on any summary points?
Yes. Users will be able to “Thumbs Up” or “Thumbs Down” summary points to provide feedback. This allows a user to thumbs down a summary point if it’s inaccurate, irrelevant, or duplicative. All users will be able to see the votes on a summary providing more transparency and communication regarding each summary. After clicking dislike, the user can record more detailed feedback through the feedback section or it is recorded but without additional feedback.
Can a user view/edit feedback they provided previously?
No. A user can’t view or edit the feedback they provided for a point. The feedback is purely for tracking and helping the model to provide more accurate and precise feedback.
Can a user provide feedback for multiple key points simultaneously?
No. A user can only provide feedback for a single key point at a time.
Is the Customer Cheat Sheet regularly updated to reflect the latest information?
The summary does not auto-refresh. To update the summary, users need to manually click on the Refresh icon at the top. This ensures that all Timeline activities logged after this time are considered, refreshing the Customer Cheat Sheet with the latest summary. However, please note that manual refresh can only be performed once within a 24-hour time window. If no timeline posts are added, deleted, or modified/edited, users will see the last refreshed summary.
What are the limitations of the Customer Cheat Sheet?
There are three notable limitations:
- In the Background section, company information such as company details, revenue, year founded, and employee size is sourced from the web. However, it's important to note that this information may not always be up-to-date or accurate in certain scenarios.
- There may be situations where the timeline data for a company is available, but a summary has not been generated for that particular company.
- As this summary is powered by generative AI, there are possibilities of hallucinations, missing information, or factual inaccuracies that can be challenging to distinguish them from accurate information.
- The Elaborate feature helps us deep dive and provide more details around key points along with links to up to 4 original timeline posts from where this information is coming. However, it's essential to note that there might be cases where these posts are not entirely accurate or may point to unrelated posts.
Is it possible to limit the users who would see the feature?
The summary widget needs to be added to summary layouts. Admins can control which CSMs have it enabled, and who gets to see it using layout permissions/filters.
Would this feature be made available to all users by default? Or is it something we could test without fully launching to all users?
As of now, the feature is available to all users who have access to C360, but it can be controlled by admins through layout permissions and filters to test the feature without fully launching it to all users. Admins can choose which CSMs will have access to the feature, and who can see it, by assigning specific layout permissions and filters.