Sample Use Cases and Queries for Copilot by Persona

Customer Information Retrieval

• ARR and renewal date for [Company Name] 
• What’s the overall score for [Company Name] ?
• Who is the CSM assigned to [Company Name] ?
• What products has [Company Name]  purchased from us?

Note: Availability depends on company object data.

Customer Reports

• Customers renewing next quarter
• Customers renewing next quarter with Red health score
• Top 10 customers by ARR
• Customers in the enterprise segment with no CSM assigned to them

Note: Availability depends on company object data.

Value realization

• Based on past 3 months of conversations, summarize the top strategic priorities for [Company Name] 
  • How are we doing against each of these priorities (or)
  • Tell me more about [priority X]
• Based on the last EBR, create a summary of goals for [Company Name] 
• Which of my customers have explicit strategic goals captured in Timeline, and how have they progressed toward those goals over the last quarter?

Meeting Preparation and Follow-up

• Based on recent activities, draft an email with exec meeting prep for [Company Name]  for our CEO
• Create an agenda for my upcoming meeting with [Company Name] , based on recent interactions
• What key updates or events have occurred in [Customer Name’s] Timeline since our last meeting?
• Generate a summary of key goals discussed for [Company Name]  in the last 6 months
  • I have an upcoming EBR with them - generate a summary of progress toward each of the above goals, and a suggested plan of action
• What are some open action items for [Company Name]?
• Summarize all open action items items for my portfolio from my interactions with them in the last week

Risk Identification & Mitigation

• Based on conversations in the last quarter, provide a summary of potential risks associated with [Company Name]
• Which customers in my portfolio are currently showing the highest risk of churn, and what factors are driving that risk?
• Which accounts have reported negative feedback or escalation in Timeline entries over the last quarter?
• Identify any upcoming renewals in the next 60 days that show warning signs in Timeline entries or have low health scores.
• Among my accounts with a red health score, which ones have had major leadership or sponsor changes in the last quarter?
• Which accounts have unresolved support issues or negative Timeline updates that haven’t been addressed yet
• Analyze the sentiment of my portfolio's last 20 Timeline entries. Which accounts stand out with negative trends and how can I address them?
• Which accounts renewing this month have a high risk of renewal?

Reference and Advocacy Management

• Which customers can be advocates for our products?
• Which customers implemented [usecase X] successfully
• Do we have potential advocates in the financial services industry that I can introduce to a customer?
• Which customers in the financial services domain have provided positive feedback about [product X]

Fetch Company Information/Lists

• ARR and renewal date for [Company Name]
• What’s the overall score for [Company Name]?
• Who is the CSM assigned to [Company Name]?
• What products has [Company Name] purchased from us?
• List of accounts renewing this month with overutilized licenses
• Top 10 accounts renewing in the next quarter

Renewal/Expansion Summaries

• Give me a summary of renewal conversations with [Company Name]
• Do you see any downsell risk associated with [Company Name]? Look for any conversations around price, budget, and unutilized licenses.
• Give me a summary of any expansion discussions with [Company Name] in the last 6 months
• Which accounts have upcoming renewals in the next 90 days, and what are their health scores?
• Which customers have combined renewal and expansion contracts in negotiation?
• Among the customers renewing this quarter, which of them are at a risk of renewal?

Identify Expansion Opportunities

• Show me recent Timeline entries that highlight expansion discussions for accounts nearing renewal.
• Which accounts have indicated a desire to add more licenses or features alongside their renewal?
• Among my portfolio, which accounts have requested additional product features that could lead to cross-sell opportunities?

Meeting Preparation and Follow-up

• Summarize the top priorities and concerns for [Company Name] as a prep for our upcoming call.
• For [Company Name], what key success metrics should I highlight to strengthen the renewal/expansion conversation?
• What next steps does Gainsight recommend for progressing the renewal or expansion discussion with [Company Name]?

Company Information 

• Fetch ARR, renewal date, and overall score for [Company Name]
• Who is the CSM assigned to [Company Name]?
• What products has [Company Name] purchased from us?
• Customers renewing next quarter with Red health score
• Top 10 customers by ARR

Meeting Preparation 

• Brief me on the key issues and successes for [Company Name] before my executive check-in.
• I have an upcoming meeting with [Company Name]. Who are the key stakeholders at [Company Name]? 
  • Provide a brief summary for each of them.
• Brief me on the key issues and successes for [Company Name] before my executive check-in.
• Summarize the major milestones and risk factors for our top 10 accounts to discuss in my executive roundtable.

Periodic Risk Summaries

• Which top accounts have newly identified risks or escalations this week?
• Summarize calls with negative sentiment in the last week for customers in the mid-market segment
• List accounts that are at risk of churn and set for renewal this quarter, sorted by potential impact on revenue.
• Which action items or escalations in the last month require executive oversight?

Competitive Intel

• Which accounts have recently mentioned competitor names or competitor solutions in Timeline entries?
• We are in a competitive deal with a prospect against [competitor]. Which of our customers in the financial service segment chose us over [competitor]?
• Which key customers have churned to competitors in the last 6 months, and what reasons were given in Timeline or Company object notes?
• What are the key reasons our customers churn to [competitor]?