We are currently looking for a solution to help us automate a very specific review instance, in which our product specialists (not CSMs) send case data to their clients. This only occurs for some clients, who have a premier service package. The CSM's do not need to/shouldn't see this information (as it might muddle their own interactions with the clients). Only one user on our operations team would need access. I have determined that there are two ways to display this information within Gainsight:
- Create a C360 layout that is assigned only to Premier Accounts and the one specific user that needs to see this case specific data. All other CSMs would see the default layout for the same accounts.
- Create a dashboard that contains all of the reports, using a global filter so that the user can view the report for each of the Premier clients.