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Gainsight Inc.

Manage Gainsight Users from User Management

Gainsight NXT

This article supports Gainsight NXT, the next evolution of the Customer Success platform. If you are using Gainsight CS Salesforce Edition, you can find supporting documentation by visiting the home page, and selecting CS > Salesforce Edition.

Not sure what your team is using? Click here.

 

Overview

User Management is an administration feature which allows a Gainsight Admin to add users to the Gainsight User object and grant Sally access to the required users. Admins can perform these actions from Administration > Operations > User Management.

This article describes the different methods available for admins to ingest user data into the Gainsight User Object. Gainsight User is a standard object which stores all of the users information in Gainsight’s Matrix Data Architecture (MDA).  For more information on the Gainsight User Object, refer to Gainsight User Object article.

You can add user records by three methods:

  • Manual
  • CSV
  • From External System

Note: All the Users added to the Gainsight User object may or may not have Gainsight license.

Add Users

Add Users Manually 

To add user records into the Gainsight User object:

  1. Navigate to Administration > User Management.
  2. Click Add Users and select Add User Manually.
  3. Enter the following information in the Add Users page:
  • First Name: (Mandatory)
  • Last Name: (Mandatory)
  • User Name: (Mandatory) Make sure that the username of each user record is unique.
  • Email ID: (Mandatory)
  • Time Zone: Select a timezone from the list to assign a timezone to a user.
  • User Locale: Select a Locale from the list to a user. This setting will determine the display format for all Date and Datetime fields across Gainsight to the specific user as well as the format for Number and Currency fields on 360 pages.
    • Note: If an Admin does not configure a user's locale, data in the user's org will be formatted based on the tenant level locale setting by default. Admins can configure this setting under Application Settings. For more information, refer to Application Settings.
  • Title: Enter the work title for the user.
  • Is Super Admin: Select either True or False. It indicates whether a user is identified as Super Admin (value as True) who has superior dashboard permissions. A user who is not a Super Admin (value as False) has just Admin (limited) dashboard permissions.
  • Send Email to user: Click this option to send a welcome email to the selected user.
  • Custom Fields: Enter values in the other custom fields as required.
  • Select Permission: Select permission bundles from the list to assign them to the user. For more information on permissions, refer to Permission Groups.

Add manually.gif

  1. Click SAVE. A new user record is added to the users list.
  2. Select any user and perform the following actions:
  • Edit User: Click this option to edit the fields and update the user information.
  • Make Active/Inactive: Click this option to change the status of a user to Active/Inactive. Active users can be selected in other functionalities (Sally and C360 Sharing) to view or access data in Gainsight. User status is shown in the first column as either Active or Inactive.
  • Send Welcome Email: Click this option to send a welcome email to the selected user.

Add Users through a CSV File

To add user records into the Gainsight User object through a CSV file:

  1. Navigate to Administration > User Management.
  2. Click Add Users and select Add User from CSV.

Add CSV.png

Upload CSV 

To upload users, using CSV file:

  1. In the Upload CSV section, click BROWSE FILES to select a source CSV file from the local machine and to upload or drag the csv file and drop in the Browse window.
  2. Select UserInformation.csv file to upload. Make sure that the CSV file has headers and is no more than 1 MB. The same CSV file headers are used for field mapping with User object fields in the Field Mapping Section.

    Note: Ensure that the CSV file name does not have any spaces.
     
  3. CSV Properties: Select appropriate CSV Properties. Recommended CSV properties:
  • Character Encoding: UTF-8
  • Quote Char: “ (Double Quote)
  • Field Separator: , (Comma)
  • Header Line: 1 (Mandatory)
  • Escape Character: Backslash
  • Multi Select Separator: Semicolon
    Notes
    • User Management page always supports the files which are encoded with UTF-8 only.
    • User should use the same separator for field values in the job configuration which is used in the CSV file to upload. By default, (comma) is selected as the separator for field values but users can change it as required.
    • Quote Character is used to import a value (along with special characters) specified in the Quotation while importing data. It is recommended to use the same Quote Character in the job configuration which is used in the CSV file to upload. By default, Double Quote is selected in the job configuration but users can change to Single Quote as required.
    • Escape character is used to include special character in the value. By default, Backslash is used as Escape Character before special character in the value. It is recommended to use Backslash in CSV file to avoid any discrepancies in the data after loading.
    • Multi select separator is a separator for multiple items in a multi select dropdown list field. Users should use the same separator in the job configuration which is used in the CSV file to upload. By default ; (Semicolon) is selected as the separator for the multi select dropdown list items but users can change it as required.
    • You cannot ingest values into the Timezone and Is Super Admin fields through a CSV file.
  1. Click Continue.

Browse Files.gif

Field Mapping 

To configure the field mapping section:

  1. In the Mapping section, map Source Fields with Target Fields appropriately.
    Note: By default, the IsActive field is set to True, if you do not specify any value for this field in your csv file. When the IsActive field is set to True, the user is marked as Active. 
  2. Select a GSID type target field to apply derived mappings. The derived mappings can be either Self Lookup or Direct Lookup.

Field Mappings_NXT.png

  1. Select Compound Field Mapping lookup from the dropdown.

    This is to lookup to the same or another standard object and match fields to fetch Gainsight ID (GSID) from the looked up object and populate it in the target field. Derived mappings can be performed only for target fields of GSID data type. There are two types of lookups: Direct and Self. Direct lookup enables admins to lookup to another Gainsight standard object and fetch GSID of a record from the lookup object. Self lookup enables admins to lookup to the same standard object and fetch GSID of another record to the target field. For more information, refer to Data Import Lookup article.

    You can apply two types of derived mappings:
  • Company ID: Derived Mapping is mandatory to ingest Company ID from the standard object Company using Directimport lookup. This is to lookup to the Company object and match fields between CSV headers and the Company object to fetch Gainsight ID (GSID) from the Company object into the Company ID field. Similarly, you can load values into other GSID fields using direct lookup.
  • Manager: You can apply self lookup to load GSID of another user record into this field. Similarly, you can load values into other GSID fields using self lookup.
  1. Apply configuration in the Data import lookup configuration window as shown below:
  • Source Object: Select the lookup object. If the target field is selected as Manager, you cannot change the object from User
  • Match by Source: Select a CSV Header from the dropdown.
  • Match by Target: Select a field from the lookup object selected above.
  • Select the appropriate options for When Multiple Matches Occur and When No Matches Are Found.
  • Click Save.
  1. If you want to apply self-lookup derived mappings using CSV header:
  • Create two CSV headers with same data.
  • Create one custom field in the User object.
  • Use one CSV header for field mapping with custom field.
  • Use another CSV header for matching field with the custom field. This populates GSID from another user record into the target field.

    Following image shows the self lookup configuration to populate Company ID:

CSV (1).png

  1. Click Continue.

Add Users 

All new users are listed in this section. To configure adding these new users:

  1. Select the required new user records.
  2. (Optional) Select the required permissions from the dropdown to apply these permissions to the selected users.
  3. (Optional) select Send email to all users to send welcome email to the selected users.
  4. Click Done.

    Notes:
  • All user records in the csv file are resolved with records in the User object using usernames and new users are displayed.
  • If the username of the two users in the CSV file are same, any one of them is ingested.

If there are many user records to ingest, Select all users in this page checkbox and deselect the records which are not required to be ingested.

Add User from External Systems

To add users from external systems:

  1. Navigate to Administration > User Management.
  2. Click Add Users and select Add User from External Systems.

Add external.png

  1. Select Connection Type from the dropdown (Ex: Slack, etc.).
  2. Select a Connection in the connection type from the dropdown.

External1.png

Edit a User Record

You can either view or edit details of a user in the User detail view page. To edit a user record:

  1. Select Edit User from the options of a user record. User detail view appears.
  2. Edit the following details:
  • Standard Fields: You can see all of the standard attributes of a user on the left pane. Edit the required details.
  • Custom Fields: You can see all of the custom attributes of a user on the right pane. Edit the required details. 
  • Permissions: You can select one or multiple Permissions Groups from the dropdown that you want to assign to a specific user.
  1. Click Update.

Edit a User record.png

  1. View the following details:
  • Connections: You can view different connections through which the current user is integrated with Gainsight NXT, for example: Connection 1 from type Slack, Connection A from type Salesforce, etc.
  • Login History: You can view the following Login details of the current user to Gainsight NXT:
    • Login Time
    • Source IP
    • Status: Success or Failure
    • Browser/OS
    • Location
    • Login Type: Username/Password (DB Login) or SAML Login, or GSuite Login

Connections and Login History.png

Note: Admins can create a report on User Login History to see the login platforms for Gainsight NXT (through Direct Gainsight login, Salesforce login, and Mobile) and login attempt status (success or failure) for each user. For more information on how to build reports on the Gainsight objects, refer to the How to Build Basic Reports article.

For the list of fields in the User Login History object and their descriptions, refer to the Gainsight Object Glossary article.

Options in the Users List

You can filter user records by using All users dropdown menu. You can filter the following different types of users:

  • All users
  • Active users
  • Inactive users
  • Users specific to External Connection Type (Ex: Slack) > Connection. This filters and loads all of the users which are ingested from a specific Connection Type > Connection.

User external.png

Grant Sally Access

You can grant Sally access to the users loaded from a specific Slack connection:

  1. Select Slack type and a specific connection from the dropdown in the top left of the page.
  2. Select the required users.
  3. Select Enable Sally Access as shown below.

Sally.gif

Advance Filters

To apply the advance filters:

  1. Click the Add filters button. You can select any field from the User object and an operator for the respective fields.
  2. Click + to add multiple filters and click APPLY
  3. Add operators like AND and OR between the filters while applying the filters. 
  4. Click APPLY. Applying filters will fetch the users list as per the requirement.
  5. Click the Refresh button to remove the applied filters. This displays all user records from the User Management page.

And.png

Search Box

You can enter the value of a Name or Email in the search box. When you try to search for users using the Search box, the search is applied on all of the records instead of just the filtered records. You can apply filters on the fetched user list using the Search box.

search.png

Display User Attributes

You can select the required User fields from the dropdown to display them on the user list page.

display.png

Configuration Changes to Bulk Users

You can now send Welcome Email, Mark Users Active, Mark Users Inactive for multiple users at once. To apply these configurations:

  1. Filter the Active users/Inactive users or users from a specific Connection (Ex: Slack, Salesforce, etc.), using dropdown at the top left of the page.
  2. Select the required users.
  3. Click one of the following options as required:
  • Send Welcome Email: To send Welcome Email to all the active users.
  • Make Users Active: To mark selected users as Active.
  • Make users Inactive: To mark selected users as Inactive.

Note: You can also perform the above actions for a single user as shown in the Add Users Manually section.

Welcome Email to bulk Users.png

Admin Settings for Login Preference to Gainsight NXT to see Notifications

Gainsight NXT in Salesforce CRM
Content in this section supports Gainsight NXT accessing through Salesforce Login. To learn more about Gainsight NXT in Salesforce, click here.

 

To set the login preference to Gainsight NXT to see Gainsight notifications received through Email:

  1. Navigate to Administration > Operations > User Management.
  2. Select Salesforce from the Users dropdown menu and select the required Salesforce Connection.

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  1. Select the required users. You can see that the Ellipsis menu is enabled.
  2. Select one of the following options from the Ellipsis menu:
    • Enable preferred Notification-NXT

    • Enable preferred Notification-SFDC

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  1. Click Yes to confirm the notification preference.

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User Settings for Preferred Notification

To set the login preference to Gainsight NXT to see Gainsight notifications received through Email:

  1. Navigate to My Profile > My Settings > Notifications > Channel Subscriptions.

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  1. Select either Gainsight NXT or Salesforce in the ‘Allow me to view my notifications on’ field.

  2. Click SAVE.

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The user setting is visible only in the Gainsight NXT application accessed through Salesforce Login. This option is not visible in Gainsight NXT accessed through Direct Gainsight Login, considering the user Notification preference is NXT.

For more information on the User Notification settings, refer to the Setup User Notifications article.

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