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Gainsight Inc.

Quick Insights in Slack Using Sally

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.

Not sure what your team is using? Click here.

 

Introduction 

In this article, you will learn about how your company can access real-time customer insights within Slack using the Sally AI bot. The Quick Insights feature takes this ability further and makes rich Gainsight data easily accessible to Sally users. 

Gainsight introduces the Quick Insights feature which helps users access more specific information by simply typing Quick Insight in the chat window as shown in the following images.

1. introduces.png QI in slack-updated.gif

The following diagram explains a scenario where you remember the insight name and directly enter it in the Sally command window.

Example: Quick Insights > Choose a quick insight type (SFDC/MDA/Data Space) to view the Insights > Choose a Quick Insight to view data.

3. Quick.png

4. QI-you remember the insights name.gif

Limitation: The report configured in the Quick Insight does not get automatically or manually updated when the same report is modified in the Report Builder page. 'An Exception Occurred' error message appears when the modified report type Quick Insight is queried in Slack. 

Quick Insight 

The Quick Insights feature is a powerful way of giving access to rich data insights to end-users from Sally. It is essentially a report tailored to the presentation requirements and constraints of Sally channels like Slack. Admins enable end-users to use Quick Insights from Sally for richer data access than possible today. For example, users can ask Show the list of high priority cases from high risk (low health score) companies. To bridge that gap, Gainsight introduces the Quick Insights feature which helps users access the specific information just by typing ‘Quick Insights’ in the chat window.

Use Quick Insights 

Perform the following steps to use Quick Insights:

  1. Type ‘Quick Insights’ in the chat window as shown in the following image.
  2. Click Enter. The Select Quick Insights Type dropdown option appears.

3. Select_a_QI_Type.png

  1. From the dropdown list, select a Quick Insights Type.

4. QI_Search_on_Slack.gif

Note: The options available in the above-mentioned dropdown list are created by the Admins from the Administration > Sally > Quick Insights > TYPES tab as shown in the following image.  For more information, refer to the Configure Quick Insights in Slack using Sally article.

  1. Once a Quick Insight Type is selected, a list of insights under that type appears in another dropdown. Select the desired Quick Insights from the given options from the dropdown list to view data.

5. QI_Search_on_Slack.gif

Note: The options available in the above-mentioned dropdown list are created by the Admins from the Administration > Sally > Quick Insights > INSIGHTS tab as shown in the following image. For more information, refer to the Configure Quick Insights in Slack using Sally article.

  1. Click Enter to see the response to the insights.

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