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Gainsight User Object

Overview

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 Gainsight User object. Customers can add custom fields, update the schema of custom fields, and implement Read and Join tasks (from Reporting, Journey Orchestrator, and Scorecards). Every user record in this object is assigned a GSID and is referenced in the rest of the system. Example: CSM in Relationship/Company contains the GSID of the User, etc.

Note: Users in this object may or may not have Salesforce and/or Gainsight license but the pre-defined data in Gainsight can be shared with these users through the integrated features listed in this article.

Admins can view the Gainsight User object in Administration > Data Management as shown below:

Gainsight User enables users to:

  • Perform actions from other functionalities in Gainsight directly on Gainsight User object. 
  • Access Gainsight from outside of SFDC. Examples: see CTA related information and to perform some actions on CTAs, to see predefined C360/R360 layouts by non Gainsight / SFDC users.

Fields in Gainsight User Object

Gainsight User Object has the following different types of fields:

  • System Fields: These fields are system generated. You can neither edit the system fields nor ingest data into them through any data ingestion channel. You cannot see the system fields in the field mappings of any connector.
  • Standard Fields: These fields are provided out of the box by Gainsight. You cannot edit the standard fields. You can ingest data into these fields through the User Management page.
  • Custom Fields: You can create custom fields at Administration > Data Management > User Object and also ingest data to these fields.

Field Name

Datatype

Description

System Fields
Created Date DateTime Indicates when the record was created.
Modified Date DateTime Indicates the date when the record was last modified.
GSID GS ID GSID of a user record. For example: CSM field in the Company object has a look up to a record in the User object. This is generated automatically.
Standard Fields
Company ID GS ID This has a lookup to Company object and it has GSID of a company record.
Email Email Stores the Email address of a user. This field can also be used to store group Email to receive notifications for all users in the group (ex: dl-onboarding @sample.com)
External ID String A unique account identifier in an external system. It identifies an account uniquely apart from Email and Name.
First Name String First name of a user
Is Active User Boolean (True/False) It flags whether a user is active in Administration > User Management page or not.
Last Name String Last name of a user
Name String Name of a user
Manager GS ID This field helps Admins to create User - Manager hierarchies, ‘My team’, and ‘Portfolio view’ reports.
Timezone Dropdown list It stores the Timezone of a user’s location. Admins can ingest a user’s timezone value from the User Management page > Manual page and through Rules Engine (Load to User Action).
Username Email Stores username of a User. Username is unique in Gainsight and is used as a key to identify a user in Gainsight.
Is Super Admin Boolean (True/False) It indicates whether a user is identified as Super Admin who has superior permissions on Dashboards and Dashboard Folders. Super Admins have access to everything.
System Type Dropdown list Either Internal or External. A user is identified as an internal user when the user is part of your organisation. A user is identified as an external user when the user is part of your customer’s organisation. To enter external user information into User object, user’s organisation should have a record in the MDA object Company.

Admins can view the list of fields in the User object in Administration > Data Management > [Click the object User] as shown below:

GDM > User.gif

Channels to ingest data into Gainsight User

There are two channels to ingest data into the Gainsight User object as explained below:

Gainsight Connect

Gainsight Connect is a data ingest channel to sync data from the Salesforce User object to the Gainsight User object. For more information on how to use this connector, refer Gainsight Connect.

User Management

You can add user records into the Gainsight User object from the Administration > User Management page. You can add user records by one of the three methods: either Manually or through CSV File, or from External Systems. For more information, refer Add Gainsight Users from User Management.

Integration of Gainsight User with the Applications in Gainsight

Following features in Gainsight integrates with the Gainsight User object and relies on the user information in the object:

  1. Sally
  2. Shared 360
  3. Share Dashboards
  4. Share Success Plans

GS_User_Integration_image.png

Gainsight Sally

Gainsight Sally is a Slack bot from Gainsight that helps Gainsight / non Gainsight / SFDC users to request information (like account summary, NPS survey, health score, CTAs assigned, and so on) and also update data (closing a CTA) in Gainsight. For more information on how to interact Gainsight Sally from Slack, refer Using Gainsight Sally in Slack (End-user).

Admins can provide Gainsight Sally access to the Slack users provided these users have records in the Gainsight User object. You can see the list of Slack users with records in the Gainsight User object as shown in the Add Gainsight Users from User Management article. 

Admins can provide Gainsight Sally access to these users. For more information on configuring Gainsight Sally access to the users, refer Gainsight Sally Access.

Note: To provide Gainsight Sally access, it is not mandatory that the Slack users have Salesforce and/or Gainsight license.

Shared 360

Share 360 feature helps CSMs to share customer information (in read-only mode) with colleagues, non Gainsight / SFDC users, and SFDC contacts associated with the Account/Relationship. CSMs can share the C360 / R360 layouts with the non Gainsight / SFDC users those have their records in the User object. For more information on configuring 360 layouts, refer Configure Shared 360.

To share the C360 layouts with the end users:

  1. Navigate to Customers > [Click a Customer Name] > DETAIL. Click Share C360 in the menu. Share 360 dialog appears.
  2. Click SHARE. Email Layout dialog-box appears.
  3. Enter a user’s Name or Email address in the Choose Users field and select a user from the available users. You can see the users in this field those have their records in the Gainsight User object.

Shared 360.gif

For more information on sharing the C360/R360 layouts, refer Shared 360 Overview (For CSMs).

Note: To view the shared 360 layouts, it is not mandatory for end users to have a Salesforce and/or Gainsight license.

Share Dashboards

This feature helps CSMs share a dashboard as a link via email with a user from the Gainsight Home tab. The dashboards can be shared with the users those have records in the Gainsight User object. For example, a CSM could share the Monthly Renewals dashboard with the CRO of the company, which is delivered as a link via email. For detailed information on this feature, refer Share Dashboards.

Share Success Plans

This feature helps CSMs share a Success Plan with internal users via email. The success plans can be shared with internal users those have records in the Gainsight User object. For detailed information on this feature, refer Share Success Plan.

If you have questions or feedback about Gainsight User object explained in this article, please share them on community.gainsight.com.

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