Gainsight Vocabulary 2.0

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A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z

Here are some of the key terms and definitions to familiarize yourself with as you begin working with Gainsight:

A

Account Contact Relation Object: A junction object created between the account and contact objects in Salesforce. Using this object, a single contact can be tied to multiple accounts and all the contacts associated with the accounts are stored in this object.
Account Hierarchy: Used to model child and parent account structures. Gainsight offers Admins, the option to configure an account hierarchy up to 5 levels deep and display it in the C360, Account, and Opportunity widgets. For more information, refer to Account Hierarchy Overview.
Action Types: The type of action that you want a rule to perform. Example actions include send email, create call-to-action, load to usage data, etc.
Administration: The tab where Administrators configure various features/components in Gainsight. For more information, refer to General Administration Overview.
Click here for the complete list of articles regarding Administration and Permissions module.
Aliases: Allows you to rename or customize your labels in chart visualizations, to make them more contextual to the target audience. For more information on How to Configure Aliases, refer Configure Aliases in Reports.
Anonymous Link: This is a reusable link that can be pasted into emails or displayed on a website. It does not track identifying information of respondents. Participants can click on the link to answer the survey anonymously. This option is only available for anonymous surveys and can only be accessed after the survey is published.
ARR or ASV: Annual Recurring Revenue/Annual Subscription Value.

B

Bionic Rules: A powerful rule creation tool, which allows you to easily build complex business processes. You can integrate data from various sources, perform merge operations on the integrated data, create pivot tasks, setup an action when a matching criteria is found, and so on, using Bionic rules. For more information, refer to Configure Bionic Rules.
Blacklist: When an email hard bounces, the address is stored in a blacklist and does not receive additional communications until an Admin removes the address from the blacklist.

C

Calculated Field: A field that can contain a calculated value based on the formula and conditions selected. Enables you to perform calculations across rows of data. For more information, refer to Calculated Fields.
Call-to-Action (CTA): Data or lifecycle driven alerts, typically classified as risks, opportunities, or events. CTAs are the backbone of the Cockpit workspace and typically contain more granular tasks for the CSMs to complete. (Success Plans include objective type CTAs, and custom CTA types may be created in your organization).
Certificate Chain: The certificate issued for your domain constitutes the certificates chain with a CA bundle. A certificate chain contains one or more certificates. You can use a text editor, the copy command in Windows, or the Linux cat command to concatenate your certificate files into a chain. The certificates must be concatenated in order, so that each directly certifies the one preceding. Copy the root CA certificate last. Your certificate chain may contain one or more certificates. For more information, refer to Setup a Gainsight Domain.
Certificate Key: These keys are simply numbers (128 bit being common) that are combined with the message using a particular method, commonly known as an algorithm, e.g. RSA, to either encrypt or sign the message. Almost all encryption methods employ public and private keys. The public key is placed in the certificate or request. The associated private key is kept secret. You can specify the private key when you import the certificate. The key must be unencrypted. For more information, refer to Setup a Gainsight Domain.
Chatter: SFDC collaboration tool that enables users to tag colleagues using the ‘@’ symbol. Admins can enable Chatter in CTAs.
Click-to-Call: This allows the user to make telephone calls over the Internet through computer. For more information, refer to Configure Click-to-Call.
Cockpit: The CSM workspace for managing CTAs and Tasks. Click here for the complete list of articles regarding Cockpit module.
Config Snapshot: Allows Admins to export their current Gainsight configuration as an Excel worksheet.
Console App: The Gainsight application can be made available for support teams using the Service Cloud.
Contact: It is a standard object in Salesforce. It is generally used to store details of people in the customer organization. The information from this object is consumed in multiple areas in Gainsight like Associate Contact functionality in Cockpit, etc.
CTA Custom View: Allows Users to save Cockpit filter conditions as a private view and with up to 6 Columns. The new custom view can be modified, as well as re-named.
CTA Detail View: The view that displays when you click an existing CTA is called the CTA detail view, and contains fields like priority, reason, status, comments, etc.
Customer360 (C360): Comprehensive view of individual customers, composed of multiple sections or reports. Click customer name on any Gainsight screen to access the C360. Click here for the complete list of articles regarding Customer360 module.
Customer360 Layouts: Enables Admins to create a customized C360 view for different Accounts or Users.
Customer360 Timeline: Allows CSMs to log customer activities, such as calls, meetings, and emails, along with notes in the C360.
Customers Tab: This tab contains list views of customers in segments that are most important to CSM/AMs.
Note: This view is only available in the Gainsight Salesforce edition.
Custom Domain: The custom domains can be created and customized irrespective of the Gainsight primary domain. The custom domain name appears in all the org URLs and replaces the instance name of Gainsight. For example, you can brand your URL by naming the custom domain with your company name, https://myCompanyName.com/.

D

Dashboard Permissions: Admins can restrict a user/group of users from accessing a single or set of dashboards using the Dashboard Permissions. Admins can also provide limited access to the Report Builder and control the privacy of all new assets being created.
Dashboards: A collection of reports displayed on the Gainsight tab. Click here for the complete list of articles regarding Reports and Dashboards module.
Data Space: It provides a virtual object structure that exposes a more consumable way to use data in Reporting and Rules Engine. A Data Space is a collection of different objects with their lookup relations brought into one view. An administrator with the help of Data Spaces flattens the object hierarchy and makes it much easier and simpler for creating a report or a rule.
Data Type: It is type of field in an object used to store specific values in a field. Example: String Data Type field can store only short text values whereas Number Data Type can store only Number type values in the field.
Dataset Task: Dataset tasks are the building blocks of a Bionic Rule and hold data matching your requirements. You can either create a single Dataset task and create respective Rule Action or create multiple Dataset tasks and merge them to form a single criteria, based on which the Rule Action is executed.
Display Logic: These are the conditions users can add to questions in Surveys 2.0, the question is shown only when the conditions set by you are met. This Logic is useful for follow-up questions and can be included on a single page.

E

Email Assist or Email Tasks: CSMs can send semi-automated emails directly from Cockpit using Email Assist Tasks. The tasks must be added to a Playbook and then assigned to a CTA. The email task uses email templates configured in Journey Orchestrator.
Embedded Page: In Customer360 and Relationship360, Admins can embed visualforce pages or URLs so that they appear as sections on the pages, and CSMs have direct access to the tools (examples: Chatter, Box, Dropbox, Clarizen, Marketo).
Engagement Data: It generally falls into four basic categories: product usage, brand and marketing engagement, support engagement, and success engagement. For more information, refer to Engagement Data Sample Metrics.
External Users: The users including customers, partners etc. who are not part of your organization but need access to the Shared360 layouts.

F

Formula Field: Salesforce field; calculations are performed on a row of data. For more information, refer to Formula Fields in Bionic Rules.

G

Gainsight 360: Gainsight customers can view their organization's Gainsight product usage data to better understand how their users are utilizing the Gainsight application. Additionally, customers can see Summary, Attributes, and Related List section types. The Gainsight 360 partially replaces the usage data reports that Gainsight previously emailed to customers. Gainsight 360 is read-only and cannot be exported. Customers can view the layout from Administration > Analytics > Gainsight 360.
Gainsight Analyzer: It monitors various causes of failures or inefficiencies in performance of the application, so you can quickly identify, isolate, and remediate any performance issue that impacts the user experience. For more information, refer Gainsight Analyzer (path).
Gainsight Connect: This helps you import SFDC data into MDA standard objects from Account/Customer Info, Company, Relationships, and User.
Gainsight Elements: They are prescriptive processes based on hundreds of implementations and decades of experience in company-wide Customer Success. For more information, refer to data sheet, or visit www.gainsight.com/elements.
Gainsight Home/Dashboard: Custom dashboards containing multiple reports and views of customer data on the Gainsight tab. Under the Administration tab, dashboards are set up on the Layouts sub tab.
Gainsight Person Model: It is an object model in Gainsight that has unique records to represent people in the real world. It stores details of people and their associations with Company and/or Relationships respectively.
Gainsight Vault: Gainsight Vault is where the Gainsight team creates and stores best practice assets that are available to all our customers to view and import into their own Gainsight org. For more information, refer to Vault Overview.
Note: Currently only applicable to the Gainsight Salesforce edition.
Gantt Chart: It is a type of bar chart that illustrates the progress of scheduled tasks against a defined criteria. You can find Gantt Chart as one of the tabs within the Success Plans section of the 360. This tab provides a graphical representation of all the objectives listed in the OBJECTIVES tab against the planned schedule.
Gsnap: Gsnaps are personalized video recordings that you can email internal or external contacts. Gsnaps can be up to 1-minute long and do not require the recipient to download or install anything to view the video. For more information, refer to Gsnap Overview.

H

Hierarchy: Used to model child and parent account structures. Gainsight offers Admins, the option to configure an account hierarchy up to 5 levels deep and display it in the C360, Account, and Opportunity widgets. For more information, refer to Account Hierarchy Overview.

I

Internal Users: The users who can be within your organization and can be with/without SFDC/Gainsight license.

J

Joins: They are used in the Merge task in Bionic Rules. A Join method defines the logic used to merge data from different Datasets. Gainsight supports these four types of Joins:
- Inner Join: It picks up only those records which are common to all the Dataset tasks, being merged.
- Outer Join: It picks up all the records from the datasets, but ensures that there is no duplication of data.
- Left Join: It picks up all the records from the left Dataset and the matching records from the right Dataset.
- Right Join: It picks up all the records from the right dataset and the matching records from the left Dataset.
Journey Orchestrator: Automated email feature to send communications to internal contacts or customers. Featuring email templates, dynamic contact lists, and built-in analytics. For more information, refer to Journey Orchestrator.
Click here for the complete list of articles regarding Journey Orchestrator module.

K

Not Available.

L

Not Available.

M

MDA/Matrix Data Platform: The MDA (Matrix Data Architecture) is Gainsight’s proprietary back end infrastructure that serves as the foundation for any instance of Gainsight. From data storage to Gainsight’s Rules Engine, the MDA is the invisible layer that Gainsight operates on outside of Salesforce. Click here for the complete list of articles regarding Data Management module.
MDA Connectors/Connectors: Third-party tools for accessing data that resides outside Salesforce.
Measure: A measure is a component of a Scorecard, used to track one specific customer health metric.
Measure Groups: A collection of Scorecards measures. For example, you might have one measure group to track Risk measures and another to track Opportunity measures.
Merge Task: When you create multiple Dataset tasks with different criteria in the Rules Engine, you must merge all of the datasets into a single dataset using a Merge Task.
Milestones: Milestones represent major events in the customer journey. Examples of milestones include key onboarding stages, health check, training delivery, QBR/EBR, annual renewal, and marketing campaigns.
Multilingual Surveys: Admins can configure surveys in different languages by entering translated text into the survey setup.

N

Normal Admin: Cannot manipulate Admin-level permission and cannot View as someone else’s dashboard.
NPS: Net Promoter Score based on customer loyalty. (Click here for more general NPS info). For more information, refer to NPS Overview.

O

Outreach: A scheduled email communication that is sent using Journey Orchestrator.

P

Pages: Pages are used to create custom HTML content and these pages can be used in Sites. For more information on how Pages support Surveys, refer to Create Pages.
Pivot Task: It can transform data into a polished, actionable dataset in Rules Engine.
Playbook: A predefined, recommended set of tasks for resolving a CTA. Playbooks can be applied to a CTA manually or through the rules engine.
Power List: An email contact list configured in Journey Orchestrator where contact information is typically fetched from Accounts/Contacts.
Private View (in Dashboards): Dashboards/Folders can be accessed only by the owner and admin.
Public - View (in Dashboards): Everyone can read dashboards with this level of permission.
Public - View & Edit (in Dashboards): Everyone can read/edit dashboards with this level of permission.

Q

Question Library: Gainsight Admins can use this feature to save questions they create for use in future surveys.
Quick Insights: This feature helps users access more specific information by simply typing Quick Insight in the Slack chat window. For more information, refer to the Quick Insights in Slack using Sally (For End-Users) article

R

Relationship: Relationships are an object in Gainsight that can be used to model multiple perspectives by creating relationship types and relationships, which eventually helps your CS team manage the success of each relationship. Relationships takes CS beyond managing Accounts. It helps CS manage each connection point (Relationship) with customers. For more information, refer to Relationships Overview.
Relationship 360: Similar to Customer 360, it provides a 360 view of a relationship.
Relationship CTA: A CTA created on a relationship is called a relationship CTA.
Report Builder: Gainsight's robust report builder featuring 10+ report visualization types (eg. Pie, Bar, Heat map, etc). Build reports to display in C360 sections or Gainsight Home dashboards.
Responded Step: This step is in all the Program survey models and allows users to configure branching options for the outreach based on whether or not a participant has responded to the survey sent.
Row Grouping: Row Grouping in Reporting allows you to visually group the rows/records in a report by a dimension type field without aggregating all the other fields.
Rules Engine: A place where you can automate your processes by configuring business rules. For example, you can configure rules to create or close multiple CTAs automatically. For more information, refer to Rules Engine Overview.
Click here for the complete list of articles regarding Rules Engine module.

S

S3 Connector: It provides a way to move data into Gainsight. Gainsight built a connector that consumes data from an S3 ‘bucket’ directly into Gainsight. For more information, refer to Gainsight S3 Connector.
Note: Amazon’s S3 is a service offered by Amazon Web Services (AWS) that provides secure and durable highly-scalable object storage.
S3 Dataset Task: You can use the S3 Dataset task in the rules engine to fetch data from a historical CSV/TSV file or an S3 bucket.
Sally - The Gainsight Bot: With Gainsight Sally, your company can better collaborate through real-time customer insights within their favorite apps. Powered by AI, Sally makes rich Gainsight data easily accessible through simple conversation. Chatting with Sally is just like chatting with a real person and machine-learning technology helps Sally get smarter with each interaction. Click here for the complete list of articles regarding Sally AI Bot module.
Scorecard: This term is used for the overall scoring scheme that you set up in Gainsight. A scorecard comprises one or more measures that monitor different signals of health or risk. They are two versions; Scorecard 1.0 and Scorecard 2.0. Click here for the complete list of articles regarding Scorecard 1.0 and 2.0.
Scorecard 1.0: This is built on SFDC architecture. For more information, refer to Scorecards Overview (1.0).
Note: This is only available in Gainsight Salesforce edition.
Scorecard 2.0: This is build on Gainsights MDA platform. For more information, refer to Scorecards 2.0 Overview.
Scorecard Scheme: Refers to the granularity of the scores and options include numeric, color, or other label.
Semi-Anonymous Survey: The person responding to the survey is unknown, but the account or relationship they belong to is known and tracked.
Shared 360: CSMs/AMs can share customer information (in read-only mode) with non Gainsight/SFDC users using the Shared 360 feature. This feature provides end-users a quick snapshot of the customer’s key information and product usage data in preparation for meetings with the customer. For more information, refer to Shared 360 Overview.
Sites: It uses the domains and pages for distributing surveys in Survey 2.0.
Skip Logic: These are the conditions users can add to questions in Surveys 2.0. Based on the conditions applied and a respondent’s answer to a question, they can skip over a section containing irrelevant questions.
SmartSigns: Gainsight’s in-product ‘data-science’. Using SmartSigns, you can point to one or more underlying metrics in the Gainsight Usage object to automatically derive a score.
Sponsor Tracking: It enables your CSMs to keep a close watch on their key customer contacts, so they can be alerted when there is a change in the sponsor's status at the company. For more information, refer to Intro to Sponsor Tracking.
Sub-domain: The primary domain for Gainsight is gainsightcloud.com, the sub-domains can be created and configured on the primary domain. Sub-domains are created within Gainsight. The sub-domain name appears in all org URLs and uses the instance name of Gainsight. For example, you can brand your URL by naming the sub-domain with your company name, https://myCompanyName.gainsightcloud.com/.
Success Plan: It help CSMs monitor and drive success with individual customers based on long-term objectives and criteria that they define. For more information, refer to Success Planning.
Click here for the complete list of articles regarding Success Plans module.
Success Snapshots 1.0: It enables you to create PowerPoint presentations by using data and graphs from Gainsight. Once an Admin configures a SS template, users can export SS presentations from the C360.
Note: The old version of Success Snapshots is only available in the Gainsight Salesforce edition.
Success Snapshots 2.0: It enables admins to generate PowerPoint presentations with customer data and graphs from Gainsight, using your own customized presentation (business review deck) uploaded to the Success Snapshot repository, and help CSMs run their customer meetings (such as EBRs and QBRs). You can navigate to the Success Snapshot page from Administration > Success Snapshots 2.0. Success Snapshots 2.0 is available for both Accounts and Relationships (if your org has configured Relationships in Gainsight).
Summary Widgets: They are a report type in the report builder that work with one field in Show me, nothing in By, and require an aggregation on the field in the Show me selection. Summary widget reports can be added to dashboards.
Super Admin: Gainsight ensures that Dashboards created by a user are not locked out when the user creates private folders and then leaves the company. The Super Admin concept is introduced to prevent this situation. Super Admins are similar to System Admins in that they have access to everything.
Surveys: Gainsight offers a powerful survey tool where you can easily create multi-page surveys with a variety of question types, including multiple choice, matrix, and a standard NPS question type. Click here for the complete list of articles regarding Surveys module.
Surveys 1.0: Surveys 1.0 is Gainsight’s built-in survey tool. With Surveys 1.0, you can create highly customized surveys that capture customer insights and transforms them into actionable next steps for your organization. You can easily create multi-page surveys with a variety of question types, including multiple choice, matrix, and a standard NPS question type.
Note: This feature is only available in Gainsight Salesforce edition.
Surveys 2.0: This feature gives Gainsight admins the ability to design and distribute surveys in Gainsight without a dependency on SFDC sites or features. For more information, refer to Surveys 2.0 Overview.

T

Tags: It provides a way for CSMs to manually group "like" customers together to define a unique cohort or segmentation that likely do not exist elsewhere. In many cases, Tags are used when it is not practical or possible to add a new field to Salesforce. After an Admin configures tags, CSMs can apply them in the C360.
Timeline: It is the official record of your customers. It allows you to log information regarding customer interactions in a way that enables you to quickly gather insights and drive action. The Timeline View in the Customer or Relationship 360 allows you to log and view activities that help you track customer interactions over the course of a customer’s lifecycle. Click here for the complete list of articles regarding Timeline module.
Time Identifier: Week or month for data (pertains to rules).
Tokens: A feature used to fetch Account/Contacts information dynamically while sending an email communication, or customizing the name of a CTA when it is triggered by a rule (also known as Tags in Journey Orchestrator).
Transactions: Part of Lifetime Revenue Management (LRM).

U

UI Views: Older feature for building basic views of your data in a table format. To display views on the Customers tab and Engagement tab, you must use UI Views. UI Views can also be displayed in Gainsight Home Dashboards.
Note: This is only applicable to the Gainsight Salesforce edition.
Unified Fact Object: Unified Fact is an application object which holds data of all the Scorecards. There can be only two Scorecard unified Fact objects. A Unified Fact Object - Company holds data for all Account Scorecards and Unified Fact Object - Relationships holds data of all the Relationship Scorecards. If there are no Account Scorecards, the Unified Fact Object - Company does not exist and similarly if there are no Relationship Scorecards, the Unified Fact Object - Relationships does not exist.
Update: This operation is used while uploading records to Gainsight through Data Management. The Update operation updates the existing records, when matching records are found. If matching record is not found, new records are not created.
Upsert: This operation is used while uploading records to Gainsight through Data Management. The Upsert operation updates the existing records, when matching records are found. If matching record is not found, a new record is created.
Usage Data: Refers to your product’s usage data. For example, data related to number of users accessing the application, number of clicks, frequency of usage, and so on is termed as usage data.

V

Vault: Gainsight Vault is where the Gainsight team creates and stores best practice assets that are available to all our customers to view and import into their own Gainsight org. For more information, refer to Vault Overview.
Visual Experience: This is a section under Additional Configurations in Survey 2.0 Properties, where users can configure the survey’s visual appearance.

W

Whitelist: Whitelabeling is a functionality that displays ISPs for which SendGrid (Gainsight's ESP) has your permission to send emails on your behalf. For more information, refer to Gainsight Email Activation.
Widgets: Typically refers to the Gainsight app displayed as a visualforce page section in the SFDC Account or Opportunity pages.

X

Not Available.

Y

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Z

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