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Gainsight Inc.

Gainsight 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.

 

This article explains admins about the options in the User Management page and how to add users in Gainsight through various channels.

Overview

Gainsight Admins manage users and their licenses from the Administration > Users and Permission > User Management page. You can also grant access to the Gainsight Sally application for the required users.

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 users information in Gainsight’s Matrix Data Architecture (MDA). For more information on the Gainsight User Object, refer to the Gainsight User Object article.

Training Resources

If you're new to Gainsight administration, we strongly encourage you to complete our free web-based training, and then sign-up for live instructor-led sessions. In the live sessions, you will have opportunities to hear about the best practices, tips and tricks for troubleshooting, and to complete practice exercises in a training org.

Add Users in Gainsight

The following subsections explain how admins can add users in Gainsight.

Add Users Manually 

To add user records into the Gainsight User object:

  1. Navigate to Administration > Users and Permission > User Management.
  2. Click Add Users and select Add User Manually.

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  3. Enter the following information as explained in the following table:
     
    Fields Mandatory Description
    First Name Yes First name of the user
    Last Name Yes Last name of the user
    User Name Yes Enter a unique User Name in the format of an email ID. For example, example@mail.com
    Email ID Yes Registered Email ID
    Time Zone No Users time zone
    Locale No Preferred Language
    Note: If Admins do 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 the Application Settings article.
    Title No Preferred work title
    Manager No Reporting Manager
    Send Welcome Email No Sends a welcome email to the user.
    Super Admin No Select True or False
    License Type Yes License type of the user
    Custom Field's External ID No External ID of the Custom field
  4. In the Super Admin section, select True or False from the drop-down list box.
    • True: If this option is selected, then Full license is selected by default.
    • False: If this option is selected, admins can select to assign any of the license types to the user.

Steps 5 to 8 are applicable, When the Super Admin is selected as ‘False’ and License as 'Full' license. For other license types, please proceed to step 9 as the Permission Bundles are selected by default.

Note: if Super Admin is ‘True’, then Full license is assigned by default and Permission Bundles are not required.

  1. Click Add Permission Bundles.
  2. In the Assign Permission Bundles dialog box, select the required Permission Bundles.
  3. Click Confirm.
  4. (Optional) Fill any Custom fields.
  5. Click Save.

Add Users from CSV

To add users from CSV:

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

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  3. In the Upload CSV, drag and drop or click browse file to upload from your local machine.

    Notes:
  • The file format should be in .csv format. A sample document is also available to view the required fields.
  • Admins can add all the fields available in the User object in the CSV file. The sample CSV file only contains the fields such as Username, First Name, Last Name, Email, Active and License Type.
  • Username, First Name, Last Name and Email are mandatory fields for creation of Users and must be present in the CSV file being used for adding Users.
  1. Click Continue. The Field Mapping Page is displayed.
  2. In Field Mapping, all the standard Source and Target fields are mapped by default. Admins must map the target custom fields, if any.
  3. Click Continue.
  4. In Permission Mapping, select the users to assign Permission Bundles.
  5. Select Send Welcome Email.
  6. Click Assign Permission Bundles.
  7. In Assign Permission Bundles, select the required Permission Bundles.
  8. Click Confirm.
  9. Click Confirm in the Permission Mapping. A confirmation dialog appears containing the status of the import of users.

For more information on assigning license types through a CSV file, refer to the User License Management article.

Add User from External Systems

To add users from external systems:

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

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  3. Select the type of connection from the Connection Type dropdown list.
  4. Select a connection in the Connection dropdown list. The users are automatically loaded in the right panel.
  5. (Optional) Click Load Users. This operation takes some time to load all users from the selected external system.
  6. Click Confirm. Confirmation dialog box is displayed.
  7. Click Done. The selected users are added to the avatar list.

Conflict

When you sync users from external systems, If more than one users are already added in Gainsight with the same email ID, Gainsight will display a Conflict button in the Status column. To resolve the conflict for the user, admins must select one of the existing users (with same email ID) in Gainsight whom they want to map the user.

To resolve conflict for the user:

  1. Click Conflict. Suggested User popup window is displayed.
  2. Select the existing user to map the user with the same email ID.
  3. Click Save.

Add or Replace Profile Picture

To add or replace profile picture to a user:

  1. Navigate to the Administration > Users and Permissions > User Management.
  2. Click the three dots menu of the user and select Edit User.
  3. Hover over the profile pic and click Update Profile Picture.
  4. Drag and drop picture file or click BROWSE FILES to upload file from your machine.
    Note: Image should be in the format, either PNG, JPG, or JPEG; image size should not exceed 5 MB.
  5. Locate the portion of the image for display.
  6. (Optional) Enlarge the image using the scroll bar.
  7. Click Upload.

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. Navigate to the Administration > Users and Permissions > User Management.
  2. Click the three dots menu of the user and select Edit User.
  3. In the User Detail page, update the user details as required.
  4. Click Update.

Note: Users can view the following additional information in the User Detail page:

  • Connections: 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: View the following Login details of the current user to Gainsight NXT, by clicking View Login History:
    • Source: Displays the name of the source application.
    • Login Time: Displays the date and time of login.
    • Status: Displays status (Success or Failure) of login attempt.
    • Source IP: Displays the IP address of the source system.
    • Login Type: Displays the authentication type used for login such as Username/Password (DB Login) or SAML Login, or Google Apps.
    • Browser/OS: Displays the name of the browser and Operating System (OS)

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

Admins can select to view a set of specific users records by using All users dropdown menu. You can view the following 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.

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Stats Button

Stats button is enabled by default in the User Management Page. It displays the number of users for each license type (Full/Viewer/Internal Collaborator) and number of inactive users in your org.

Note: Any users in the system with ‘gainsight.com’ email will not be counted as licensed users (Full and Viewer).

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Grant Sally Access

Add Sally access to the users loaded from a specific Slack connection:

  1. Select Slack type and the required connection from the dropdown in the top left of the page.
  2. Select the required users.
  3. Click the three dots menu and select Enable Sally Access.

Context Menu of User

On User Management page, click the three dots menu to perform the following actions:

UI Functionality Description
Edit User Edit and update user information
Make Inactive

Option to change user status to Inactive.

Note: User status is available in the first column as either Active/Inactive

Send Welcome Email Send a welcome email to the user.

 

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Advance Filters

Filter option enables users to add Filters which appears below the stats section. For example, admins can filter the users based on their status (active/inactive) and/or license type.

To apply advanced filters:

  1. Click the Add filters icon in the User Management page.
  2. Click A to add more filters. Advanced Filter popup is displayed.
  3. Click + to add filter.
  4. In the Field, select an option from the user object. (For example, License Type)

    Note: Click below Search and enter name of the field to find and select it. 
     
  5. In the Operator dropdown list, select an operator. (For example, in)
  6. In the Value, select a value. (For example, Full)
  7. (Optional) Add or edit operators like AND and OR between the filters while applying the filters.
  8. Click APPLY. Applying filters will fetch the users list as per the added filter criteria.

Search Box

You can enter the value of a Name or Email in the search box. When searching a user 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.

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Send Welcome Email

You can now send Welcome Email for multiple users at once.

To send welcome email to users:

  1. Select the required users in the User Management page.
  2. Click Send Welcome Email. A confirmation dialog is displayed.

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  3. Click Yes.

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Make Users Inactive or Remove License

Admins can make users inactive to remove their assigned licenses from the User Management page. Once users are inactive, the assigned license type is removed. To make the users active again, admins must edit the user details and assign licenses to the users from the User Detail page.

Note: When an Inactive user or Internal Collaborator is changed to paid license (Full or Viewer), then an intermediate status called Pending is displayed in Status, before they are turned into paid license user.

To make a user inactive:

  1. Select the required users in the User Management page.
  2. Click Make Users Inactive. The selected users are inactive and their licenses are removed.

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Add Fields/Columns

Admins can add columns or fields to view more user details in the User Management page.

To add columns or fields in the user list:

  1. Click + to display the Add Columns pop-up window.
  2. Select the desired filters.
  3. Click Apply.

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.

 

Admins can set login preference to Gainsight NXT to see Gainsight Notifications received through an Email. This is applicable only to the Gainsight NXT customers connected through Salesforce Connector. Gainsight NXT can be accessed either through Direct Gainsight Login or Salesforce Login. Earlier, the access preference to Gainsight for Email Notifications was not stable and is well defined now. Below are the two types of login preferences for Email notifications:

  • Enable preferred Notification-NXT: When users click any hyperlink in the email notification, the system will redirect them to access Gainsight NXT through Direct Gainsight Login, where users need to enter their Gainsight login credentials to access the notification details inside the Gainsight application.

  • Enable preferred Notification-SFDC: When users click any hyperlink in the email notification, the system will redirect them to access Gainsight NXT through Salesforce Login, where users need to enter their Salesforce login credentials to access the notification details inside the Gainsight application.

Gainsight email notifications notify users that a new CTA was assigned to them, they were mentioned in an Activity, a Success Plan was assigned to them, they received Survey Responses, etc.

Also, users can set their preference to access Gainsight NXT for email notifications from the My Settings > Notifications > Channel Subscriptions page.

Note: If a user is synced via Salesforce connector (and had a SFDC avatar) then the default configuration for notifications is set to Salesforce. If a user is added via any other way then configuration for notifications is set to NXT.

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

  1. Navigate to Administration > User Management.
  2. Select Salesforce from the Users dropdown menu and select the required Salesforce Connection.
  3. Select the required users. You can see that the Context menu is enabled.
  4. Select one of the following options from the Context menu:
    • Enable preferred Notification-NXT
    • Enable preferred Notification-SFDC
  5. Click Yes to confirm the notification preference.

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.

User License Management

Admins can view and assign user license type in the User Management and User Detail pages of Gainsight application. You can filter the users based on license type, assign license to users in bulk and create reports of the licensed users in a company. For more information, refer to the User License Management and FAQs articles.

Additional Resources

For more information about user management, refer to the following articles:

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