Power Lists are lists of Gainsight Customer contacts that meet selected criteria. Contacts for Power Lists must be contacts within Gainsight, otherwise they will not be brought into the list. Lists can also be created to send associated contact data via email, including account-level usage data, or case data. Once created, lists can be refreshed on a schedule of your choosing. You can also use and/or modify existing Power Lists. The process of generating a Power List is backed by Gainsight’s rules engine. In the Power List setup, you will also add list fields (such as CSM Name, Contact First Name) for token mapping later in the Outreach configuration.
For more information on enabling CoPilot permissions for users, see the article Enable CoPilot & Add Permissions. For more information on common power list strategies, see the article Common Account Power List Strategies
To create a Power List:
- Navigate to CoPilot > Power Lists.
- Click +Power List.
- Enter appropriate value in Name your Power List.
- In the Create Power List for field, you have three options:
- Account: standard/default option
- Relationship: for information on how to create Power Lists for Relationships, see the article CoPilot for Relationships
- User: select User if you want to send emails to internal SFDC users. See the article Send Outreaches to Internal Salesforce Users for more information on this option.
- From Derive list of contacts from. Select either Salesforce or Matrix Data or Data Space, depending on where your data is stored. For more information on Data Spaces, refer to Tutorial: Create a Power List using Account Data Space
- Salesforce objects are available when you select an MDA data source (Matrix Data). You can use these objects to fetch contacts for your power list. Note: Contacts for Power Lists must be contacts within Gainsight, otherwise they will not be brought into the list.
- If you are deriving the list of contacts from an Matrix Data object or a Data Space, the object selected must have a lookup to Account ID and and Account Name of the Account object.
- Under section Which meets the following criteria, click +Criteria and then select the appropriate fields. You can click +Criteria to create additional criteria. Optionally, you can use Which meets the additional criteria from Contacts to pick up specific records from contact.
Note: If you maintain an email Opt Out field on your SFDC contact records, it must be explicitly added to your Power List's criteria. Otherwise, contacts may be included in your Power List in spite of being opted out on their SFDC contact record.
7. Under section Select the list fields, add any fields that you wish to tokenize in the email template; for example, Contact’s First Name, or CSM Name and Email. After you select an object (in step 4 above), the Contact’s Full Name, Email address, Account name, and Contact ID are automatically available in the list fields. If you want to tokenize a text field in the email template, be sure to add it to the Select fields. Then, in the outreach configuration, you'll map these tokens to their field values.
8. Optionally, you can select Refresh the list daily at [time] and/or before the outreach execution. If unchecked, the list will remain static until a user manually clicks Refresh.
9. Click Save and Refresh; then a success dialog appears and records are being populated in your power list. You see all the records by visiting the CoPilot Power Lists [Clicking on the Outreach you just created].
- Only Gainsight Customers can be added to a Power List. Also, remember that Power list creation is powered by the Rules Engine. All of the limitations that apply to the Rules Engine are applicable here. Ex: A max of 200,000 contacts may be added to a single list.
- For Advanced Logic, by default, new criteria is added as an AND to the existing criteria. For example, if you have an existing Advanced logic of (A AND B) OR C, and you add another criteria D, then the Advanced logic would look like (A AND B) OR (C AND D)
Configure Emails to Send from Your CSMs
To send emails that appear to be from your CSMs (or account owners), with their names and/or email addresses in the From Name or From Email address fields, be sure to add these fields in the Select the list fields section. Then, in the Outreach configuration, select these fields in From Name or From Email.
Filter out Unsubscribed Contacts
Power Lists do not look at the email opt out field on the SFDC contact object, unless you explicitly filter for it in your Power List. Power Lists will, however, check the Unsubscribed object in MDA. If you include criteria in the Power List to respect the opt-out field, unsubscribed contacts will still appear in the Power List. This is because the unsubscribe check occurs during execution of the Outreach.
- Use the “Includes” operator to get a multi-pick list, if applicable. Equals only allows for one match to be used.
- Include "Stage," if you have a well-defined lifecycle.
- Advanced Logic defaults to “AND” logic
- If you change your filters, it will revert back to “AND” logic, so you have to reset the logic to incorporate “OR,” if needed
- Optional: copy and paste logic into a text document to save it and paste back in to Gainsight to avoid having to change each “AND” back to “OR”
- A contact of an account will not receive duplicate emails if the contact’s email ID is duplicated in several places in an account. However, the contact will receive duplicate emails if the contact’s email ID is present in more than one account. For example, if email@example.com is present in Account 1 and Account 2, John will receive duplicate emails. The uniqueness criteria is defined using the Account name and the email ID.
- Although there isn't an export option in Power Lists, you can refresh a Power List and receive an email with a csv file containing all of the contacts that currently meet the criteria.
- You can add a maximum of 200,000 contacts to a power list.
- You can select objects that have a direct look-up to the SFDC account object.
- Creation of a power list will take a few minutes based on the complexity of filters and calculated measures that you have added.
- Ability to add calculated measures is available only for the Usage data object in SFDC and for all MDA collections.
- You cannot add a filter on an aggregated field. For example, if you are performing an average of cases in one of the list fields, you will be unable to execute the following condition: “cases > 3”. This is slated for future enhancement.
- All the calculations are performed at the account level. Therefore, you cannot calculate an average number across accounts. For example, an average of page views across all accounts.
Create a Follow Up Outreach's Power List
Admins can use this feature to follow up with contacts to whom you sent an outreach. For example, you might have sent a Survey via CoPilot, and you want to follow-up with contacts who have not opened the email, or clicked the link.
Limitations: the follow up power list is automatically built off the Email Logs object. This limits the available list fields and tokens to fields from the Email Logs or contact object. For example, if you included the CSM Owner and CSM Owner Email in your original power list, you won't have these fields available to select in the follow up power list or outreach. As a workaround in the Outreach configuration, you can manually input a group email or group name, like firstname.lastname@example.org, and "My Company Customer Success".
To create a Follow Up Outreach’s Power List:
1. Navigate to CoPilot > Outreaches > [Click on an existing outreach ] > click the Follow Up Outreach tab.
2. Enter or select the following details:
- Create follow up based on:
- Email Not Opened: Select this value if you want to follow up with contacts who have not opened your email communication.
- Email Opened: Select this value if you want to follow up with contacts that opened your email communication.
- Link Not Clicked: Select this value if you want to follow up with contacts who have opened the email but did not click the link contained in your email communication.
- Link Clicked: Select this value if you want to follow up with contacts who clicked a link (any link) contained in your email communication.
- PowerList Name: Enter the power list name for which you would like to create a follow up.
- Outreach Name: Enter the outreach name for the outreach that would like to send for the created Follow Up Power List.
3. Click Create. A power list along with a configurable outreach is created.
Create Power List from a CSV file
In the CoPilot > Power List page, you can import SFDC IDs or Emails addresses from a CSV file directly. For this strategy, you must select Contact as the source object. For more information, see Create Power List from a CSV file.