Sally in Gainsight NXT Application

Using Sally in Slack Vs. Sally with in Gainsight

Following are some of the functional differences you can see in the In-App Sally window and Sally in Slack.

Function	Sally in Slack	In-App Sally
Keeps track of conversations	√	√
Makes the search process faster. Note: Users can search directly in the application without losing the context or workflow	X	√
Improves CSM’s agility	X	√
Recent activities	√	√
View Summary of Customers/ Relationships	√	√
Provides option to navigate to specific Gainsight pages based on the users’ search	X	√
Recent activities for Company Note: Custom activity types from Timeline are supported. Activities for Relationship  for Company	√	X
Options in ‘Select a Suggestion’ dropdown list	Attributes Health Score NPS® Survey Recent Activities Sponsors Post to Timeline Renewal Date	Summary Health Score NPS® Survey CSM CTA Summary Attributes Renewal Date
Ability to post an activity to a customer’s Timeline	√	X

Request Information from In-App Sally

Following are some of the sample queries you can use in the In-App Sally window.

Level	Examples of Queries
Account information	Health score for <<company name>> Show me NPS® for <<company name>>
User Information	My CTA My CTA for <<relationship name>> CTA for relationship <<company name>>
Account Owner	CSM for  <<company name>> Show me csm for relationship <<relationship name>>
Relationship level information	For querying relationship level information, the word Relationship needs to be added to the query.
Documentation Help Information	Docs for Rules Engine Docs for Timeline Docs for Cockpit Docs for JO

Note: For the best results, the account/customer name needs to be correct. Even if there are minor spelling mistakes in the search field, Sally tries to recognize the request and returns an appropriate response.

Sample Querying Experience using In-App Sally

Following are some examples of requesting information from Sally (with images/gifs):

1. Search for ‘View health score of a customer’: Use health score abc financial (name of the customer) query. Using this command, you can get the health score of company.
   Note: If Sally finds several matches to the company name, the options will be displayed in the form of dropdown list from where you can select the desired option.

2. Search for ‘View C360 Summary’: This query is not yet supported. The Summary layout configuration created in the C360 layout will not be visible in In-App Sally window the way it shows the result in Slack. This does not display the details on the page itself.
   Note: If Sally finds several matches to the company name, the options will be displayed in the form of dropdown list from where you can select the desired option.

3. Search for ‘Query for CSM of a customer’: You can now query for the name of the CSM assigned to an account. Sample Query: CSM for <Customer Name>.
   Sally also gives you multiple company options from where you can select the desired option.

Note: Sally gives you an option to navigate to the specific page in your org.

4. Search for ‘Docs for <<Module Name>>’: You can now query for the support documentation for the following modules:

• Rules Engine
• Timeline
• Cockpit
• Journey Orchestrator

Sample Query: ‘Docs for Rules Engine’ or ‘Docs for Cockpit’.

Note: The ‘Document Not Found’ message is displayed, if the users try to specify any other text apart from the above mentioned queries.

Summary

When you search for a company, Sally shows the result. In the result, if you select Summary  from the Select a Suggestion dropdown list for the specific Company, it further displays the details of the result by its type as shown in the following image.

Limitation: The CSM field in the Summary query or the CSM specific query cannot be re-configured. It is always displayed in the Summary query, even if it does not exist on the C360 layout.

Health Score

When you select the Health Score option for a specific customer/company, Sally shows the customer’s overall Health Score.

NPS® Survey

When you select NPS® Survey, Sally shows the result which is calculated as the difference between the percentage of Promoters and Detractors. It is not expressed as a percentage but as a number lying between -100 and +100. The search result also contains when it was published and the most recent responses.

CSM

When you select the CSM option, Sally shows the name of the CSM for the specific company. You can navigate from this window to the C360 Page from where you can go to DETAILs tab.

CTA Summary

When you select the CSM option, Sally shows the result. In the result if you select CTA Summary from the Select a Suggestion dropdown list for the specific Company/CSM, it further displays the result by its type as shown in the following image.

Activities

When you specify ‘Activities for <<Company>>’, you can view the recent activities of that company. Also, you can navigate to the Timeline page of that company, by clicking the Navigate to Timeline option in the search result.

For example, specify ‘Activities for Wallys World’ in the Ask Sally section, to view the recent activities of the Wallys World company.

Renewal Date

When you specify name of the Company in the Ask Sally section, Sally provides options to select from the Select a Suggestion dropdown list. When you select Renewal Date from the dropdown list, it displays the the renewal date of that company. 

For example, specify ‘AAR Corp’ in the Ask Sally section and then select Renewal Date option from the list to view the renewal date of the company AAR Corp.

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