This article explains the Gainsight Viewer License and Gainsight Viewer permission set. Gainsight Viewer Licenses provide users read-only access to Gainsight data. Gainsight Viewer permission sets must be assigned to users who use the Gainsight Viewer License.
Viewer License Terminologies
The following terms are used throughout this article:
Users: All the stakeholders who use the Gainsight Viewer permission set are referred to as Users.
Admin: An Admin can assign the Gainsight Viewer Permission set to the Users.
Gainsight widgets: The Gainsight widgets located on the Account and Opportunity pages provide access to C360, Scorecards, Timeline, Surveys, Cockpit and more depending on which sections the Admin has configured. With the Viewer permission set, Users can view the data, but they cannot create/edit data except for Timeline activities. To configure the widget on the Account page or Opportunity page, refer to Admin Configuration for Team View.
Gainsight Viewer Licenses
The Viewer License gives every stakeholder the insight they need to make the customer successful. You can widely distribute customer insight to your internal peers or external partners with access to Gainsight information in their favorite channels.
The Viewer License provides read-only access to Gainsight Data and the ability to add or edit entries to the Timeline. Viewer Users can access Gainsight information through several channels:
Through these channels, a Viewer User can view the Gainsight Data that’s typically displayed on a Customer 360, Relationship 360, or Gainsight Dashboards.
Assign Gainsight Licenses
To assign a license to a user, take the following steps:
Click Setup on the top-right corner.
Search for Installed Packages on the left hand column. Click it to open the Installed Packages page.
Locate the Gainsight CSM package from the list, and click Manage Licenses to display the package details, including a list of users with Gainsight licenses.
Click the Add Users button to open a list of available users.
Click the checkbox next to the user(s) you wish to assign a license.
For more information on assigning licenses, refer to Assign Gainsight Licenses to Salesforce Users.
Gainsight Viewer Permission Sets
Users with Gainsight Viewer License will need the Gainsight Viewer permission set. The Gainsight Viewer permission set restricts Users from modifying data on the Gainsight Account and Opportunity widgets (aka Team View). For a detailed description of what you can perform and what is restricted, refer to the Viewer Permission Options section of this article.
How Gainsight Viewer differs from Gainsight Limited
The Gainsight Viewer Permission set is a restricted version of the Gainsight Limited permission set. The main area of difference is the ability to edit data on widgets. The Limited Permission set allows you to modify data on the widgets (for almost all modules). However, with Gainsight Viewer permission set, you have read-only access to data on the widgets (with the exception of timeline).
Assign Viewer Permission Set to Users
Admins can assign the Gainsight Viewer permission set needed for Team View to users in their org. To assign this permission set, take the following steps:
Click Setup on the top-right corner.
Search for Permission Sets on the left hand column. Click it to open the Permission Sets page.
Click Gainsight Viewer from the permission set list.
Click the Manage Assignments button. This will open a list of Assigned Users that currently have this permission set.Note: You can remove permission assignments from users on this page. To do so, click the checkbox next to the user(s) and click the Remove Assignment button.
Click the Add Assignments button. This will open a list of all users in your org.
Click the checkbox of the user(s) you wish to assign.
Click the Assign button. This will open the Assignment Summary page and display a list of the users you selected, as well as a message confirming the assignment was successful.
Click the Done button. This will open the Assigned Users page.
Customize Gainsight Widgets
Admins can configure the tabs available in the widget, by navigating to Administration > Analytics > C360 Layouts. To learn how to customize the tabs, refer to Admin Configuration for Team View. After the Admin configures the C360 layout for the widget, users can view the corresponding data on the Account or Opportunity pages.
Viewer Permission Options
Users can perform different actions in each tab of the Gainsight widget. Depending on the section, certain actions can also be restricted. For a detailed description of the actions available for each tab, review the following section:
Permitted and Restricted Actions
SUMMARY: The users can view the data but cannot edit data. The EDIT SUMMARY button is not present.
USAGE: On this tab, users can view data on customer Adoption, Milestones, and the Usage Tracker. However, users cannot modify usage data or add Milestones.
SURVEYS: On this tab, users can view NPS Responses and Survey Responses to surveys associated with the Account or Opportunity. However, users cannot submit internal responses to surveys on behalf of customers.
Users can click the View icon of any Survey Response and can view Survey Responses in new tab.
Note:To view individual Survey Response, user should have Survey module level Analyze permission. For more information on setting of Module Level Permissions, refer Survey 1.0 Module Level Permissions and Survey 2.0 Module Level Permissions.
ACCOUNT HIERARCHY: On this tab, users can view the hierarchy of accounts associated with the account they are viewing. They can also view data associated with these accounts, such as ASV and MRR, but they cannot modify any of it.
COCKPIT: On this tab, users can view CTAs and create an Activity for a CTA. However, users cannot modify CTA data, create new CTAs, or close a CTA or its associated tasks.
FEATURES: On this tab, users can only view the features which are licensed and enabled for the Account. However, users cannot modify any feature (grant or revoke access). The EDIT FEATURES button is not present. The image below shows the regular view of Features tab.
The image below shows the view of Features from the Team View tab.
Sponsor Tracking: On this tab, users can view the Sponsors added to the Account. However, users cannot unlink an existing sponsor or add new sponsors.
Success Plans: On this tab, users can view the existing Success Plans. However, users cannot edit the Success Plan or create new success plans.
On the Objectives sub tab, users can view the CTAs (objectives), but cannot mark a CTA as closed or reopen a closed CTA.
On the Gantt Chart sub tab, users can view the current status of an Objective (CTA), but cannot modify the Start date or due date and cannot mark a CTA as closed.
Scorecard 2.0: On this tab, users can view the Health score of the Account, and the associated comments. However, users can neither modify the health score nor the comments.
Related List: On this tab, users can view the content, but the option to export the content as an MS excel file, is not present. The filter icon is also disabled for the users.
The Timeline tab also provides restricted access to users. On this tab, users can:
Edit Activity: Users can edit the Subject and Notes section of the Activity. Additionally users can also update the Activity date and time.
Create Activity: Users can create a new activity using the + ACTIVITY button. Users can either create an Update, Call, Meeting, or Email Activity.
Delete an Activity: Users can delete activities created by them.
Cannot create or edit tasks: Users cannot create new tasks on Activities. However, other Gainsight permission sets allow user to create tasks. If a user was previously assigned to a different permission set, he can create tasks during that tenure. However, once the user is assigned the Viewer permission set, they cannot create any task nor can modify his own tasks, which were created when he was assigned a different permission set.