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 General Administration Overview.
    Click here for the complete list of articles regarding Administration and Permissions module.

  • Adoption Explorer: It helps managing your customer’s usage data in the Gainsight environment. For more information, refer Adoption Explorer Overview.

  • Advanced Formula: Builder helps the Admins to create complex formulas like performing arithmetic operations and case statements.

  • 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.

  • Anonymous Survey: The person who is responding to the survey is completely unknown and not tracked.

  • API Access Key: Gainsight API access key is a unique access key used for authentication of Gainsight REST API requests. Gainsight Admins generate this access key in the Connectors 2.0 page and is consumed by developers to pass this in the request header “Accesskey” for all the API requests into Gainsight. For more information on How to Configure Aliases, refer Generate API Access KeyEdit.

  • Archive Folder: Once a file in S3 bucket is used, it is moved to an archive folder. You can enable archiving of S3 files by clearing the Do Not Archive check box in an S3 dataset.

  • ARR or ASV: Annual Recurring Revenue/Annual Subscription Value.

  • Average NPS Score: This score is calculated in the following way: (Sum of all Responses) / (Count of Responses). The value will range from 1 to 10.

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  • Bi-directional Association: Enabling bidirectional sync will create a field on the linked object to hold reference on the linked record back to the CTA.

  • 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.

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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.

  • Churn: The churn rate is the percentage of subscribers to a service who discontinue their subscriptions to the service within a given time period. For a company to expand its clientele, its growth rate, as measured by the number of new customers, must exceed its churn rate.

  • 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.

  • Company Entitlement: Company Entitlement object preserves the standard values defined on a particular field at Company level (Daily and/or weekly). You can use this object to capture entitlements at Company level such as 'a company is entitled to 100 user licenses”.

  • Company Layout: You can filter the data based on Company and its Instance (optional) in the given time frame (Using Start and End date).

  • Company Person: Company Person is a standard object that stores attributes of the people in association with a company. For more information, refer to Company Person.

  • Company Timeseries (Daily and Weekly): It stores all the information related to your customers usage data. For example, total number of page views in a product, the total number of clicks, etc. Company Timeseries in Adoption Explorer loads the usage data at Daily and Weekly intervals.

  • Company Usage Info: It stores all the information related to your customers ex: Company Name, Secondary Company Name (Instance Name), External Ids of Company and Instance, Customer Type, Renewal Date, Account Status, Total number of Licenses, Number of Licenses used, etc.

  • Conditional Weight: The Conditional Wait step that can be added to a Program model looks for set conditions before sending a Participant to the next horizontal step on the Program journey. If a Participant does not meet the set conditions before the Time Limit has passed, the Conditional Wait feature will move them vertically to an alternative branch of the Program journey. For more information, refer to Programs: Conditional Wait.

  • 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.

  • Controller Category: The parent category of the Data Management. Dependent category values are populated based on the selection of parent category.

  • Cron Expression: It is a string comprising 6 or 7 fields that are separated by spaces and defines the details of a schedule. Each field represents a sub-expression and allows only specific values. These values combined with special characters define the schedule. For more information, refer to Format of Cron Expression.

  • CSM Layout: It displays the company records that are managed by the selected CSM User. The Users you see in the CSM Users dropdown list are fetched from the Gainsight User Object.

  • 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/.

  • Custom Object: In these objects, the schema is editable and the data can be uploaded, used, and deleted. There are three system fields: GSID, GS Created Date, and GS Modified Date generated automatically in all the custom objects. These are system driven fields and cannot be customized or modified by Admins.

  • Customer Satisfaction Survey (CSAT): This model is best suited to collect feedback/sentiment from the customer on a transaction, such as a support case. For more information, refer to Customer Satisfaction Survey.

  • Customer Stage: Stage will be used to define what lifecycle stage a customer is currently in.

  • Customer Status: Customer Status is a system defined field used to classify the status of the customer.

  • Customer Success Manager (CSM): A Customer Success Manager (CSM) mainly deals with the customers queries and also looks to expand the organization customer base. CSMs do not have access to any of the Administration Pages, unless granted access through Navigation Bundle.

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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 Import Lookup: Data Import Lookup is a feature that allows Admins to import GSID of a record from one object to another, while ingesting data through any channel. For more information, refer to Data Import Lookup.

  • Data Ingest Job: Data ingest job in a Connector has all the configurations to load data into Gainsight objects. The configurations can be field mappings, derived mappings, etc.

  • Data Operation: Data operation is an Administration page that helps Admins view, edit, and delete the existing records in the MDA standard objects Company and Relationship. For more information, refer to Data Operation.

  • 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: Dataset in a rule stores configuration of the combination of fields from one or multiple objects.

  • 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.

  • Dependent Category: The sub-category of a controller category. The values for this type of dropdown field depends upon the value selected in the Controller dropdown category.

  • Derived Fields: They are the custom measures and dimensions created in an object, using the ingested measures and dimensions. For example, if you have a Page Views field, then by applying Aggregate > Sum function, you can derive the Sum of Page Views.

  • Direct Lookup: This feature enables admins to lookup to another Gainsight standard object and fetch GSIDs of the records from the lookup object.

  • Derived Mapping: Derived Mappings configuration helps Admins to import GSID of a record from one object to another through indirect mappings, while ingesting data through a connector or rules.

  • 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.

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  • 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.

  • Email Chain: The Email Chain Model is designed to send a series of related email outreaches, such as messages related to the Onboarding Process. For more information, refer to Email Chain Model.

  • Email Template: Gainsight offers an intuitive WYSIWIG editor to create HTML emails from scratch, or edit existing templates. You can also paste in HTML. Key features of email templates include:

  1. Tokens: You can avoid the hassle of manually writing in first names and other details for each customer. Use tokens while creating an email to pick the required values dynamically.

  2. Survey and Reports: Easily drag and drop Gainsight surveys and reports into the email template. Survey links are tokenized, so you can automatically associate responses to Survey Recipients or Salesforce Contacts. Reports are automatically filtered by account to ensure recipients only receive data for their company.

  3. Variants: Easily create and send multiple variations of an email within one Outreach to scale personalized customer communications and simplify reporting.

  • 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.

  • Events Framwork: The Gainsight Events Framework allows you to create events, which can be used in Programs and Rules Engine. For more information, refer to Events Framework.

  • Execution History: It displays the history of the executed rules.

  • External ID: An external ID is a standard field in the Company object, which stores the external unique identifiers of companies.

  • External Users: The users including customers, partners etc. who are not part of your organization but need access to the Shared360 layouts.

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  • Formula Fields: Salesforce field; calculations are performed on a row of data. For more information, refer to Formula Fields in Bionic Rules.
  • Formula Fields in Reporting: With Formula Fields in Reporting, admins can instantly create a formula field in Report Builder, based on their business requirements.
  • Freeform Layout: It displays the records across all the companies data loaded to the Adoption Explorer project. For instance, you have a Segmented ARR field in Company Usage Info object, and now you may want to know the list of Companies that fall under Low band, and take necessary business actions.

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  • 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 Admin: The user who has administration access to Gainsight application.

  • 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 Bulk API: Gainsight Bulk API is a channel to load data into the MDA objects and is an enhanced feature to the existing data loading through URL commands. For more information, refer Gainsight Bulk API.  

  • 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 Managed S3 Bucket: The bucket provided by Gainsight to load the users csv and tsv files in Amazon S3.

  • Gainsight NXT: It is an application designed for customer success professionals for driving revenue, increasing retention, and scaling operations. For more information, refer to Introduction to Gainsight NXTThe following are some of the key terms specific to Gainsight NXT:

    • Active User: The user whose status field is set to Active.
    • AVATAR: An avatar is the identity of a person in an external system with unique user ID, Name, Email, etc. A person can have different identities (avatars) in multiple external systems like Zendesk, Segment, Netsuite, etc. Gainsight is developing an integration with various Person Avatars to connect data from different external systems and point to the same person in the person object model. For more information, refer to Person Avatars.
    • Bundles: It facilitate super admin or an admin to easily setup access permissions to Gainsight pages. For more information, refer to Bundles.
    • Company Hierarchy: It is displayed as a section on the C360 page. It lets CSMs view the parent and child companies of the current company. Apart from parent and child details, CSMs can also view various important metrics of child and parent companies (if configured by admin).
    • DB Login: Act of confirming a user’s identity using their Username and Password.
    • Gainsight Authentication: Gainsight provides the following Authentication Mechanisms:
      1. DB Authentication
      2. SAML Authentication
      3. GSuite Authentication
    • Google Apps Authentication Login: Act of confirming a user’s identity using their Google Accounts.
    • GSuite Login: GSuite login is a Single sign-on which allows the user to login to Gainsight NXT via Google accounts.
    • Notifications: Notifications are the in-app or email alerts for the users when key events occur, to ensure that they do not go unnoticed. For more information, refer to Setup User Notifications.
    • Permission Groups: Permission Groups is an administration feature which facilitates a Super Admin (or an admin) to easily set up access to some or all of the Gainsight pages in global navigation for specific users. For more information, refer to Permission Groups.
    • SAML Login: Security Assertion Markup Language (SAML) is an open standard for exchanging authentication and authorization data between parties, in particular, between an identity provider and a service provider. For example: IdPs can be SSO, Salesforce, Okta, etc.
    • Sharing Settings: Gainsight feature to implement access control to various resources.
    • Super Admin: A Super Administrator (aka super admin) has access to all the Pages in Gainsight NXT. Super admin can give access to other users to access pages through Navigation Bundles. Super admin can also give administrative privileges to an user.
    • Welcome Email: The initial email received when the user configures Gainsight for the first time.
  • 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 User: Gainsight User is a standard object to store user information in Gainsight’s Matrix Data Architecture (MDA). A set of standard fields with predefined mappings are shipped by Gainsight in the GS User object. For more information, refer to Gainsight User Object.

  • 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.

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  • Health Score: The current/previous score of a customer, measure, or group.

  • 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.

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I

  • Import from SurveyMonkey: Gainsight Admins can integrate SurveyMonkey with Gainsight to import and analyze the survey responses which are in their SurveyMonkey account. Gainsight users can then derive more customer insights from these survey responses and transform them into actionable steps.
  • Import NPS: Admins can import Third party NPS responses to Gainsight Survey 2.0 and analyze the NPS responses in NPS Analytics tab. Admins can upload CSV files to import the Third party NPS responses to Gainsight Survey 2.0. Gainsight users can then derive more customer insights from these survey responses and transform them into actionable steps.
  • Internal Users: The users who can be within your organization and can be with/without SFDC/Gainsight license.

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  • 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.

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  • Layout: It is a logical group, which consists of a set of Usage Sections, where you can add various types of Usage Sections for different kinds of usage data. Currently, Adoption Explorer has two types of layouts: Company Layout and Person Layout.
  • Linked Objects: They allow you to link CTAs to other Salesforce objects, whether they are standard objects, like Opportunity or Contact, or custom objects. This allows you to see relevant information from Salesforce records and also update these records directly from the Cockpit. With linked objects, Admins can essentially create CTA forms for their end users to access in Cockpit that collect/update important information, and avoid the user having to navigate away from Cockpit to enter the data.

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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.

  • Mixpanel: It is a customer data platform that captures customer usage data from your website and transmits the data to any system that is integrated with Mixpanel. For more information, refer to Mixpanel.

  • Multilingual Surveys: Admins can configure surveys in different languages by entering translated text into the survey setup.

  • Multi-Variant Email: A multi-variant email is an email that has been configured with multiple variants within the same email template. When sending this email, the user can select each variant to go to a different segment of customers. This allows them to send one email that is configured specifically for different groups of their customers. The most common use case for this feature is sending a single email with variants that are in different languages.

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  • 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.

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O

  • Object Graph: Object Graphs show Joins between two Gainsight Objects. You get a pictorial representation of how two Gainsight Objects are linked to each other. This graph gives you a first hand knowledge of what exactly can happen if a record in the lookup object is deleted.

  • Operational Email: Operational emails are intended for sharing important information specific to a customer or based on a specific customer's activity. For more information, refer to Operational Email Guidelines.

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

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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.

  • Person: It is a standard object in the Gainsight’s Matrix Data Architecture (MDA) that stores unique records of the people in the real world. For more information on how Pages support Surveys, refer to Person.

  • Person Entitlement: Person Entitlement object preserves the standard values defined on a particular field at Person level (Daily and/or weekly). You can use this object to capture entitlements at Person level such as 'a user is entitled to storage of 10 GBs for lifetime'.

  • Person Layout: You can filter the data based on the Person from the selected Company and Instance (optional) with given time frame (Using Start and End date).

  • Person Timeseries (Daily and Weekly): It stores all the information related to the Persons (users) Usage Data ex: total number of page views by a person, the total number of clicks by a person. Person Timeseries in Adoption Explorer loads the usage data at Daily and Weekly intervals.

  • Person Usage Info: It stores the information related to the Persons (users) ex: Person (user) Name, Person Email, External Ids of the Company and Instance.

  • 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.

  • Programs: With Gainsight Programs (formerly known as Adv. Outreaches), you can design multi-step outreaches that guide your customer through a responsive series of email interactions to reach an enhanced outcome. For more information on how Pages support Surveys, refer to Introduction to Programs.

  • Project: A project in Adoption Explorer holds logically related Usage data of a product or set of products. Each project in Adoption Explorer holds data at Company and Person level. The data at Company and Person level is again divided into 3 categories of objects: Usage Info, Timeseries and Entitlement.

  • 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.

  • PX Connector: It allows you to connect Gainsight to a PX org. Once you establish the connection, you can sync PX data (Accounts and Users) into Gainisght. For more information on how this connector works, refer to Gainsight PX Connector.

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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

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  • Related List: The related list displays a link to where the document is stored in Salesforce for viewing or downloading.

  • 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.

  • Relationship Person:Relationship Person is a standard object that stores attributes of the people in association with a Relationship. For more information, refer to Relationship Person.

  • Reset Flattening: Reset flattening will reload the data for a specific survey.

  • 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.

  • Rule Chain: The Rule Chain feature helps simplify the process of scheduling groups of related rules (Custom and Bionic) that you need to run in a particular sequence. This sequence is based on the scheduled time of the rules. For more information, refer to Rule Chain.

  • 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.

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  • 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.

  • Salesforce Admin: The user who has administration access to the Salesforce application.

  • 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.

  • Scheduled Outreaches: It can schedule emails to contacts in a power list at a specific date and time, or on a recurring schedule. Currently, you cannot trigger outreaches; instead, you can add a date field as a filter in the Power List and schedule a daily outreach when that date = today. If your Outreach has variants, you can schedule these to be sent at separate times.

  • 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 built on Gainsight's MDA platform. For more information, refer to  Scorecards 2.0 Overview.

  • Scorecard Mass Edit Report: A Scorecard Mass Edit report allows users to view the health scores of multiple Companies or Relationships at once in a tabular format, make changes to the scores and embed it in a Dashboard. For more information, refer to Edit Scorecards 2.0 with Mass Edit Report.

  • Scorecard Scheme: The Scoring scheme determines the medium in which score for a Measure, Measure Group, and Scorecard is displayed. Options include numeric, color, or grade. For more information on how to configure scoring scheme, refer to Configure Scorecard 2.0 Schemes.

  • Segment: It is a customer data hub that captures customer usage data from your website and transmits the data to any system that is integrated with Segment.  For more information, refer to  Segment: Enabling the Integration.

  • Segment Layout: It allows the user to set the filter criteria using the already created Segmented fields in Company and Person Usage Info objects. For instance, if you want to see the ‘Sum of Unique Page Views’ of Companies with High ARR, you can set the Segmented ARR filter criteria as High.

  • Self Lookup: This feature enables admins to lookup to the same standard object and fetch GSID of the another record to the target field.

  • Semi-Anonymous Survey: The person who is 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.

  • Standard Object: These standard objects store important customer data like Company and User information in Gainsight's Matrix Data Architecture (MDA). This lets the users to perform actions from other functionalities in Gainsight application directly on the standard objects.

  • 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 helps CSMs run their customer meetings (such as EBRs and QBRs). 

  • 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: 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.

  • Survey Audit Log: The edited/deleted response information is stored in the Survey Audit Log object.

  • System Folder: The System folder is available on the Report Builder repository page. This folder contains three out-of-the-box Success Plan reports, namely: Objective List, Tasks Details and Timeline Details. These reports are customizable (Add filters, fields, remove fields, etc).

  • System Object: These Objects are set up, shipped and controlled entirely by Gainsight. They are system driven and cannot be customised or modified by Admins. In these objects, neither the schema nor the data is editable. Data cannot be uploaded or deleted from system objects.

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  • 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).

  • True NPS Score: This score is calculated in the following way: (Percentage of Promoters) - (Percentage of Detractors). The value will range from -100 to 100. A score higher than 0 is considered good, while a negative score is considered bad. You can select a time period for which the NPS score will be calculated.

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  • 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.

  • Uncategorized Folder: This is the default folder available in Rules Engine. You can create additional folders apart from this folder.

  • 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.

  • Update Keys: Update key helps to identify a unique record from source to target while ingesting data into the remaining mapped fields in a connector. Any source field which has unique values can be used as an Upert key.

  • 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.

  • Usage Section: Usage Sections are the main artifacts of a Layout, which displays the usage data for a given configuration. For example, you can add a usage section for: A Company’s Total Page Views by Page Title, A Person’s Page Views by Page Title, A Company’s ARR Contribution, A Company’s Segmented ARR, etc.

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  • 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.

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  • 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.

  • What ID: Admins would be able to create a field of this data type in any standard or custom object. This field has the ability to dynamically join with another standard object to fetch the source information. This helps to build reports on the current object and join the selected fields from the standard object. Currently, Gainsight does not support to create a new field of this data type.

  • Who ID: A field of this data type can be created in any standard or custom object. This field has the ability to dynamically join with the User or Person object to identify a user or person uniquely from the current object. This helps to build reports on the current object and join the selected fields from the Person or User object.

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