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Using Gainsight Sally in Slack (For End-user)

Gainsight NXT

This article supports Gainsight NXT, the next evolution of the Customer Success platform. If you are using Gainsight CS Salesforce Edition, you can find supporting documentation by visiting the home page, and selecting CS > Salesforce Edition.

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IMPORTANT - Articles Impacted due to 6.34 October NXT Release

Due to the v6.34 October, 2022 release, this article has been impacted. Steps, images, and playable GIFs in this article will soon be updated to reflect the latest changes.

For more information about the latest UI changes, click here.

 

This article explains how end users can access information from the Gainsight Sally bot in Slack.

Overview

Gainsight Sally bot in Slack helps you access Gainsight data efficiently. Sally helps you request information about a Company or Relationship, access CTA-related information, and create and post activities to Timeline. You can interact with Sally through direct messages (DM) and in channels. Responses for all the interactive actions with Sally can be viewed in threads.

Licenses and Permissions

  • Only users with a Full Gainsight license can query for all Company or Relationship fields, as well as post activities to the customer's Timeline. 
  • Users with Viewer and Viewer+Analytics licenses can only post activities to the customer's Timeline.

Integrate Sally App in Slack

To integrate the Sally application in Slack: 

  1. Launch Slack. 
  2. Click the Browse apps option on the left pane.
  3. Enter the search term Sally, and select Gainsight Sally. Sally appears in your Apps list.

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Ways to Access Sally

You can request information about a Company or Relationship as direct messages and in channels. Additionally, you can view the responses for all the interactive actions with Sally directly in threads.

Access Sally in Direct Messages 

Navigate to the Gainsight Sally application in Slack. You can send direct messages to the Gainsight Sally app in Slack to request information. Sally can interpret conversational language. We recommend you to phrase your questions in a conversational way.

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Access Sally in Slack Channels

You must @ mention the bot name (@GainsightSally) to interact with Sally within a channel.

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Access Information in Sally

You can interact with the Sally bot to access information about a Company, User or Relationship.

Access Company Information

Use the following query commands to access information about a Company:

  • Summary of a Company

Command: summary of <<company name>>

summary.jpg

Sally will return the C360 Summary based on the C360 Layout configuration. The Summary layout configuration created in the C360 layout is visible in Slack conversations as well.

  • Health score of a Company

Command: health score of <<company name>>

Example: health score of expedia

Select a measure from the drop-down list to filter the response based on the measure group.

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  • NPS® of a Company

Command: NPS of <<company name>>

Example: NPS of Doodle

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  • Recent Activities of a Company

Command: recent activities of <<company name>>

Example: recent activities of expedo
Select an activity type from the dropdown to refine your search results.

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  • Attributes of a Company

Command: attributes of <<company name>>

Example: attributes for Abbett

The response appears in the layout configuration assigned to the respective company. If you have multiple Attribute sections in a C360 layout, you can select a section from the drop-down list to filter the search results. If you do not have multiple attributes in the layout, the attributes appear in the default configuration.

  • CSM of a Company

Command: CSM of  <<company name>>

Example: csm of doodle

csm.jpg

Sally only recognizes the <CSM name> field in queries. If your org uses a different field to capture this information, admins can map it to the CSM field in Administration > Customers

Limitation: It is not possible to remove the CSM field from the Summary query or a CSM-specific query. The CSM field is always displayed in the Summary query, even if it has not been added to the C360 layout.

  • Sponsors

Command: sponsors for <<company name>>

sponsors.jpg

Note: If no match is found for the query, Gainsight Sally provides a drop-down option with all relevant Companies and Relationships. You can use this drop-down option to search for the Company or Relationship they are looking for.

Access Relationship Information 

Use the following query commands to access information about a Relationship:

Note: To query Relationship level information, the word relationship must be present in the query.

  • To search for relationships associated with a specific account, include the Company name in your query. Then select the relationship you like to access from the results.  Example query commands:
    • relationship <<relationship name>> of <<company name>>
    • relationship <relationship name> of type <relationship type name> of <company name>

Screenshot 2022-02-08 at 12.00.45 PM.png

  • To search for relationships of a specific type, include the type name in your query. Then select a Company Name from the results to view its associated relationships.

Example query commands:

  • relationship <<relationship name>> of <<relationship type name>> 

The search results for a specific relationship displays a drop-down list of options such as summary, NPS® score, and Recent Activity. Only the options with activity are shown.

Use the following commands to query for specific relationship information from Sally: 

  • Summary

Command: summary of relationship <<relationship name>> of <<company name>>

This command returns the relationship’s R360 Summary based on the R360 Layout configuration. The Summary layout configuration created in the R360 layout is visible in Microsoft Teams conversations as well.

  • Recent Activities 

Command: recent activities of relationship <<relationship name>> of <<company name>>

Custom activity types from Timeline are supported.

recent activities.jpg

  • CTAs 

Command: cta of relationship <<relationship name>> of <<company name>>

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  • Health Score 

Command: health score of relationship <<relationship name>> of <<company name>>

Select a measure from the drop-down list to filter the response based on the measure group.

healthscore relationship.jpg

  • Attributes 

Command: attributes of relationship <<relationship name>> of <<company name>>

The response appears in the same layout configuration that is shown in the org. If you have multiple Attribute sections in a R360 layout, you can select a section from the drop-down list to filter the search results. If you do not have multiple attributes in the layout, the attributes appear in the default configuration.

Screenshot 2022-02-08 at 12.00.45 PM.png

  • Sponsor Tracking 

Command: sponsors for relationship <<relationship name>> of <<company name>>
  • NPS® Survey Response for a Relationship 

Command: nps of relationship <<relationship name>> of <<company name>>

Note: 

  • If no match is found for the query, Gainsight Sally provides a drop-down option with all the relevant Relationships. This improves Sally's query result. You can use this drop-down option to search for the Relationship they are looking for.

Access User Information

You can access information about CTAs and Tasks assigned to you for both Companies and Relationships. When you request CTA-related information, the response also contains a View in Gainsight link to navigate you to the Cockpit module. This helps you take action from Cockpit directly.

Use the following query commands to access CTA related information: 

  • Command: my cta

Returns all CTAs assigned to you at the Company and Relationship level.

MY CTA.jpg

  • Command: my cta due today

Returns the CTAs that are due on the same day of the query for the logged-in user.

cta due today.jpg

  • Command: my cta overdue

Returns CTAs with due dates that have already passed for the logged-in user.

my cta overdue.jpg

  • Command: my tasks due today

Returns the tasks due on the same day of the query for the logged-in user.

tasks due today.jpg

  • Command:  my tasks overdue

Returns tasks with due dates that have already passed for the logged-in user.

tasks overdue.jpg

  • Command: cta for <<relationship name>>

Returns a summary of the relationship’s open CTAs.

cta relationship.jpg

For more information on querying relationship data without the relationship name, refer to the  Access Relationship Information section.

Tip: To access information like CTAs Due Today, CTAs Overdue, Tasks Due/Overdue use the My CTA command first and then use the additional options.

Query All Fields in Company and Relationship Objects

You can query for any standard or custom field available in the Company and Relationship objects. Sally displays the names for the standard Company/Relationship/Person/User lookup fields and for some of the custom lookup fields.
To view the fields defined in the Company and Relationship objects, navigate to the Administration > Data Management page and click on the Company or Relationship objects.

IMPORTANT: Only users with a full Gainsight license can query for all Company and Relationship fields.

Following are the fields that can be queried:

  • ARR
  • Renewal Date
  • MRR
  • Original Contract Date
  • Stage
  • GSID

Example: arr of expedia

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Post to Customer Timeline

You can post an activity to a customer’s timeline in the Gainsight application using Sally in Slack. This feature gives you more options to post while being on-the-go using the mobile Slack app. When posting timeline activities from Slack, all the mandatory and optional fields are displayed.

To post an activity to a customer’s Timeline:

  1. Use the following command in Gainsight Sally:  

Command: /sally Timeline
  1. Select an Activity Type from the dropdown list. 

  2. Click Next

  3. Enter the details for the Activity’s Subject, Date, Time, and any Notes you like to add. Some types of activities, such as a Meeting or Call, will ask for the Duration (in minutes).

  4. Click Post. The activity is posted to the customer's Timeline.

Note: Use the following command to post to a Relationship timeline:

  • Command: /sally timeline

Limitations: 

  • Attachments are not supported.
  • The activity posted using Sally does include the user’s image. 
  • When you post a timeline activity from a channel, the success or failure message is received as a direct message in Gainsight Sally app.

Create CTA and Timeline Activities

Sally in Slack lets you create a CTA or post an activity to Timeline without logging in to the Gainsight application. You can perform these actions in the following ways:

Note: Admins must reauthorize the slack instance in Gainsight to use this feature.

When you create a Timeline activity in Slack, all fields applicable for the selected activity type are displayed, including internal and external attendees.

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Limitation: Gainsight sets the date and time of creating the activity, by default. You cannot select values for these fields.

When you create a Timeline activity or CTA using Slack shortcuts, the context of the Slack message is automatically populated in the Notes and Comments sections.

You can create and assign CTAs to other Gainsight users irrespective of license type. Users can be searched using a name that has a minimum of three characters.

Limitation: You cannot add playbooks while creating CTAs from Slack.

Sally Menu 

You can search for a company name in Sally. From the More Options dropdown list, select from the Create CTA or Post to Timeline options to either create a CTA or post an activity to Timeline respectively for the selected Company.

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Slack Shortcuts

To create a CTA or post an activity to Timeline:

  1. Click the context menu of any message.
  2. Click More message shortcuts… 
  3. Search the term CTA or Timeline.
  4. Select either CTA or Timeline to create a CTA or post a message to Timeline respectively.

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Slash Commands

You can use Slack slash commands such as ‘/Sally CTA’ or ‘/Sally Timeline’  to create a CTA or post a message to Timeline.

NPS, Net Promoter, and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.

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