How can Gainsight improve the Global search


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We are interested in your feedback 

We are currently working on improving the Gainsight Global Search, we want to improve the user experience around global search. A couple of the things we are already considering include

  1. Administration - Supporting filters in the search configuration. These filters help admins restrict in-active and non-relevant records from appearing in search results. (here)
  2. Recent searches - Showing the recent searches to users. (here)

Few inputs that would help me here are

  • What are the top 2 challenges you face with global search today ?
  • What can we improve to make it easier for you to find the desired Company/Relationship record ?
  • What other entities do you want to search using Global search ?

Also any other thoughts or ideas that you may have to improve the Global search would be super helpful.


Thank you all for your wonderful ideas.

Gopal


10 replies

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@gopal_rao_kallepu are you in my brain? Just came here to post a request and was happy to see this was 3 hours not 3 years old.

 

  1. Here’s a recent issue I had: 

    I have a ticket number I can give you with a concrete example of this behavior. Not posting images here for confidentiality reasons. My thought was to mediate this, give users the ability to choose one or more of the search-enabled features they want to pass their search query through.

  2. Not my idea but another big win for admins (and maybe some end users) : 

     

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Thanks for the responding here @bradleymcg

  1. Giving end users the flexibility to choose the searchable attributes(out of admin shortlisted attributes) is a great idea. We will explore this option.
  2. Being able to search on the GSID is not a straight forward thing, need to evaluate the feasibility. Meanwhile can you help me understand the following @Amrith82 and @bradleymcg 
    • Any specific use-cases around users searching by a GSID ?
    • How common is it to search on GSIDs ?
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Thanks for the responding here @bradleymcg

  1. Giving end users the flexibility to choose the searchable attributes(out of admin shortlisted attributes) is a great idea. We will explore this option.
  2. Being able to search on the GSID is not a straight forward thing, need to evaluate the feasibility. Meanwhile can you help me understand the following @Amrith82 and @bradleymcg 
    • Any specific use-cases around users searching by a GSID ?
    • How common is it to search on GSIDs ?

In answer to #2, this is chiefly for admins benefit - there are times when I only have a GSID and I need to find an account, so having a quick way to just pop in the ID to the search bar and find the account is helpful - instead of needing to go into a report and filtering, etc.

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+1 for the GSID search

My current workaround for this is to open one of my go-to Company records/URLs and replace the GSID in the address bar with the one I’m looking for — which is more complicated than it needs to be

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Problem Statement

Currently, we have 20k+ records in Gainsight and there are many searches that return an unusable list of accounts because of conglomerates, similar names, or lots of parent-child accounts. What happens is you search for the company name and the results are accounts you’re NOT looking for. 

Effectively, some accounts cannot be found via search because 20+ prospects come up first. The only way around this is to 1) know who the TAM is and search for their name or 2) go to a report and click on the account link from the report. Either way, you must know how to find the account.

 

I don’t want to get into solutioning, but as examples we need one or more of the following: ability to see a longer list of accounts, ability to prioritize customer over prospect, multi-field search such as company name + CSM name, or something else.

 

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Thanks for sharing your use cases here @jbeaumont, very helpful. We will try to address these pain points

We have records tied to companies and being able to search for these would be very helpful. If a truly global search is not feasible, then @bradleymcg’s first suggestion would be great.

 

“Giving end users the flexibility to choose the searchable attributes(out of admin shortlisted attributes)”

@gopal_rao_kallepu

In my use case, I want the ability to filter the global search to show Company records where ‘Account Type = Customer’ 

An effective solution would be implementing a global search filter for Account Types. 

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Our #1 challenge in Global Search is not being able to restrict results based on ‘Status’ from Company MDA.  

 

+1 for this: 

  • Giving end users the flexibility to choose the searchable attributes(out of admin shortlisted attributes) is a great idea. We will explore this option.
Userlevel 6
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I love that search is up for improvement. As I see it, there are at least two general areas up for discussion: (1) What’s allowed for input to the search bar and (2) What’s returned after a search

A few ideas:

  • Combination of search criteria: The ability to combine search criteria would be helpful. For example, being able to search Companies which also have a certain CSM. (I realize you can display the CSM in the search results, but you cannot use it within search that also includes a Company name.)
  • Advanced search: We’re asking the Search bar to do a lot, with little reinforcing help. Being able to “fail over” to an Advanced search dialog would be helpful. Plenty of other SaaS apps support this “one search bar” backed up by an Advanced Search screen. Twitter comes to mind right away.
  • Prioritization of results: With a nod to several previous posters on this thread, it’s very common to get a list of similarly named Companies, to the point where your user needs to pick through a long list, and often even then cannot locate the Company in question. Prioritizing the results would be a big win here. Records where the Current User is on the Account Team might get priority, or records the Current User is following, or records with significant Timeline activity, or CTAs, or which are previously selected frequently. Anything to guide a user to the likely target based on neighboring data would be a win.

 

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