Administrators are responsible for configuring the Gainsight application for their organization and users, as well as modifying settings and enabling additional functionality as your business processes evolve. Nearly all of the tools to support the Admin’s job are available via sub-tabs of the Administration tab in Gainsight.

This article provides an overview of the Administration tab and it’s tools, along with links to articles that contain more information about how to configure particular features.

You can also learn more about Admin configuration in our free self-paced elearning courses on Customer Success University.

Administration Tab

Click the Hamburger button to navigate to the Administration page.

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General

Customers

Here you can configure the following components of the Customer record: Stage, Customer Status, Revenue Band Configuration, and CSM. See Configure Customer Stage, Status, Bands for more information.


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Relationships

Here you can configure relationships and relationship types. Relationships is a new 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 and helps CS manage each connection point (Relationship) with your customer. See Setting Up Relationships for more information.

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Notifications

Admins can set-up Notification Frequency and Select User Lookup Fields for Auto subscription. See Configure Internal User Notifications for more information. After the Admin configures default internal user notifications, then CSMs can override the default with their personal notification settings.

CSMs can also subscribe to their individual customer’s C360 page. For more information, refer to Overview of Customer 360 Details.

In addition, users can receive specific Dashboards via email as PPT attachments. See Gainsight Home (Dashboards) Overview for more information.

Product Features

Here you can add new, edit and delete Features. Features refer to your products and features, licensing, and enablement. For more information on the Product Features tab, refer to Load Product & Feature Licenses and Usage Data.

Account Hierarchy

Account Hierarchy is 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 Configure and View Account Hierarchy View in C360.

Config Snapshot

Use Gainsight Config Snapshot to export an Excel file containing your existing Gainsight configuration.

 

Domains

To setup a domain for your business requirement, you can select either a sub-domain or custom domain. Domains contain the list of configured sub-domains and custom domains in the organization. 

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/.

Custom domain: The custom domains can be created and customized irrespective of the Gainsight primary domain. The custom domain name appears in all 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/.

For more information on how admins setup a Gainsight Domain, refer to the Setup a Gainsight Domain article.

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Sites

Site is a collection of HTML pages created as per your business requirement and located under a single domain name. Sites uses the domains and pages for distributing surveys in Survey 2.0.

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Pages

A Page is individual HTML content created for your business needs and configured with a site. Here, you can edit the HTML contents to create a survey form.

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Workflow

Calls To Action

Here you can configure settings for Calls to action, General Settings, Detail View, List View Fields, CTA Priority, CTA Reason, CTA  Action Type, CTA Status, and Snooze Reason of an account. For organizations who enable Relationships with Gainsight, you can configure the Calls to action for Accounts and Relationships separately. For more information on CTA configurations, refer to Configure Cockpit: CTA Types, Reasons, Priority, etc. and Federated Customer Management.

Tasks

Here you can configure a task’s detail view, general settings, task mapping, and Task Field Mapping Configuration. For more information on task configurations, refer to Configure Cockpit Tasks.

Playbook Permissions

Access the Playbook Permissions tool here. For more information, refer to Assigning Playbook Permissions.

Mass Edit

Here is where you can define conditions for performing mass edits of CTAs and Tasks. For more information, refer to Mass Edit CTAs and Tasks.

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Success Plans

Here you can configure various components of Success Plans. Success Plans help CSMs monitor and drive success with individual customers based on objectives and criteria that you define. See Configure Success Plans for the C360 for more information.

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Milestones

Here you can add new, edit and delete Milestones. See Configure Milestone Types for more information.

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Activities and Timelines

Activities are tied to the new C360 TImeline view. You can configure the layout of each activity type here. For more information, refer to Configure Timeline View for C360 and R360.

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Communication

Email Configuration

Helps Admins to check whether an email address is blacklisted from receiving email communications. If present in the blacklist, Admins can remove the email ID from the blacklist, so that the contact can receive further email communications. For more information on how to remove an email ID from blacklist, refer to Email Validator.

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Email Preferences

Administrators can configure a multilingual Email Subscription page containing the Opt-out Settings. Admins set a default language for the Opt-out settings for a given email template, and if necessary, users can choose to view the Opt-out Settings page in a language of their choice. For more information about Email Preferences, refer to Email Opt-out Policy.

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Journey Orchestrator Permissions

Here you can assign permissions to various users for Journey Orchestrator. For more information, refer to Enable Journey Orchestrator & Add Permissions.

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Gsnap

Gsnap enables users to record 60-second personalized videos and send them to customers. To enable Gsnap, see Gsnap Configuration.

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Surveys

Here you can configure Survey Permissions and the NPS Survey Master. See Assign Survey Permissions for more information.  

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Languages

Here you will configure languages (aside from English) that you wish to use in Surveys. See Assign Survey Permissions for more information.

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Operations

MDA Services

Here you can modify MDA Services. The "API Settings" and "Associate Gainsight CSM With SFDC Object" options are obsolete, and will be deprecated.

Events

Allows you to create events, which can be used in Journey Orchestrator`s Program operation. Events can be defined as activities that are triggered as a result of some other activity. For more information, see the Events Framework article.

Application Settings

CAUTION: Do not change your timezone settings, after setting them up. It will result in serious data discrepancy issues.

Here you can select the required timezones for Gainsight and SFDC objects for the first time. For more information, refer Timezone Standardization in Gainsight.

From here you can enable the users to see the results of the custom and bionic rules directly in Administration > Rules Engine > RULE LIST > Rule Details > EXECUTION HISTORY.

Data Management

Here you can add objects, manage object fields, and upload data in an object using a CSV. For more information on Data Management, refer to Gainsight Data Management.

Connectors

Here you can switch on Integrations, for applications like:

  1. Marketo
  2. Zendesk
  3. Google Analytics

Rules Engine

You can add/edit and schedule rules to trigger CTAs, update scores, load to objects in SFDC or Gainsight, and more. See Rules Engine Overview for more information.

Usage Configuration

Here you can configure various usage measure related items, including data granularity and frequency, adding measures and mapping columns, etc. See Usage Data Configurations for more information.

Migration

Here you can migrate your Custom Object's schema, Reports (SFDC and MDA), Rules (SFDC and MDA), and Playbook assets from a source org to a target org. For more information on the Migration, refer to Migrating Schema and Assets from a Source Org to a Target Org.

Connectors 2.0

The following connectors are available here for integration:

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Gainsight Connect

Here you can import SFDC data into MDA standard objects from Account/Customer Info, Company, Relationships, Relationship Type, and User through Objects in Connect. You can check the Activity logs for All or specific to the object through Global Activity Log. For more information on this, refer to Gainsight Connect.

Data Spaces

Data Space Creation and Consumption provide a virtual object structure that exposes a more consumable way to use data in Reporting and the Rules Engine. A Data Space is a collection of different objects with their lookup relations brought into one view.

User Management

You can load new user information into GS User either manually or with a CSV file from here. For more information, refer Gainsight User Object.

Here you can add Slack users to Gainsight and provide Sally access to the existing users. For more information, refer Admin Configuration for Sally.

Data Operation

Here Admins can view and edit the existing records in the MDA standard objects Company, Relationship, and Relationship Type. Admins can also add new records in the standard objects through this page. For more information, refer Data Operation.

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Analytics

Report Builder

Use Report Builder to configure reports related to data from the MDA and native sources. See How to Build Basic Reports for more information.

Dashboard Builder

Here you can configure your Gainsight Home Page dashboards. See Gainsight Home (Dashboards) Overview for more information.

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Success Snapshots

Success Snapshots enables you to create Powerpoint presentations using data and graphs from Gainsight. You can use your corporate-branded Powerpoint file, select Customer Info fields, add Adoption reports from the C360 and reports from Report Builder, and create a custom presentation file for your next Executive Business Review, for example. Once you setup a Success Snapshots report, you can export a presentation file for any customer from the Customer 360. See Preparing Your Presentation File for Upload to Success Snapshots and Create a Success Snapshot Presentation for more information.

Success Snapshots 2.0

Success Snapshot 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).Once a Success Snapshot template is created and saved, CSMs will be able to export them from C360 and R360 pages respectively.

IMPORTANT:

  • Success Snapshots 2.0 is not enabled by default in v6.0. Gainsight is rolling out this feature to all the customers, on a phased basis.
  • You will also see the earlier version of Success Snapshots in the Administration pane, both features can be used in parallel with each other. But, Gainsight strongly recommends you to use Success Snapshots 2.0 as a primary method for creating Success Snapshot template.

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To create a Success Snapshot, admins must first upload the fully customized business review presentation (pptx) to Gainsight, and can setup one or more Success Snapshots. For more information on how to create a Success Snapshot, refer Configure Success Snapshots 2.0 Template.

To export a Success Snapshot from C360 page, refer to Export Success Snapshots 2.0 Presentations.

UI Views

Here you can configure UI Views and Custom Labels. See Creating Custom UI Views for more information. Generally, we recommend using the Report Builder for robust dynamic reporting.

C360 Layouts

Here you can configure Customer 360 layouts and sections, as well as Show/Hide and edit standard sections. See Configure the Customer360 Details (C360) Page & Section Types for more information.

Log

Here you can view Gainsight error message logs. See Access Error Message Log for more information.

Sharing

360 Layouts

Here you can create, configure, and manage 360 Layouts which will help CSMs to share the Customer and Relationship information with non-Gainsight / SFDC users. For more information, refer Configure Shared 360.

Gainsight 360

This section enables Gainsight customers to view their organization's Gainsight product usage data to understand how their users are utilizing the Gainsight application. Additionally, customers can see Summary, Attributes and Related List section types in the new Gainsight 360. For more information, see View Gainsight 360.

Health Scoring

Account Scorecards

Here you can setup and configure the Account Scorecards, which are used to track Customer metrics, Key Performance Indicators (KPIs), or other measures of Customer Health. For more information, refer to Configure Account Scorecards.

 

Relationship Scorecards

Here you can setup and configure the Scorecards and Measures for different relationship types, which are used to track Customer metrics, Key Performance Indicators (KPIs), or other measures of Customer Health. For more information, refer to Configure Relationship Scorecards.

Scorecards 2.0

In this tool, you can setup and configure both account and Relationship scorecards functionalities. For more information, refer to Configure Scorecards 2.0.

Security Controls

SFDC Sharing Settings

Security Controls help you manage access to several reporting areas in Gainsight. For more information, refer to Salesforce Sharing Settings are Honored in Gainsight.

Sally

Slack

Here you can grant Sally access to the Slack teams. You can navigate to Administration > User Management from here to manage the users in a Slack team. For more information, refer Admin Configuration for Sally.

Revenue Management

Transactions

Here you can configure the following components of Transactions: Booking Types, Transaction Line Items, Churn Reason, Churn Tab Settings, and Additional Configuration. See Configure Transaction Types, Line Items, Churn Reasons & Settings (1.0) for more information.

Note: By default, all new Gainsight users will see this tab. If you are using the old revenue management system, you will see the Opportunity Connector and Transactions tab.

Opportunity Connector

Here you can configure the following components of the Opportunity Connector which relates to transactions: Opportunity Book Types Rules, Gainsight Header Field, Gainsight Line Item, and Opportunity Connector Settings. See Configure the Opportunity Connector (1.0) for more information.

Note: By default, all new Gainsight users will see this tab. If you are using the old revenue management system, you will see the Opportunity Connector and Transactions tab.

Gainsight Across Your Organization (aka, Widgets)

Widgets allow you to display data from Gainsight in the Salesforce Account, Opportunity, or the Service Cloud pages and Zendesk, for non-Gainsight users to view and potentially act on. See Set up Gainsight Sales View (aka, widgets) for more information.