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Gainsight Inc.

Teams

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.

 

IMPORTANT - Articles Impacted due to 6.34 October NXT Release

Due to the v6.34 October, 2022 release, this article has been impacted. Steps, images, and playable GIFs in this article will soon be updated to reflect the latest changes.

For more information about the latest UI changes, click here.

 

This article explains to admins about how to configure and assign users in Teams.

Overview

The Teams feature allows admins to control which users have access to a company's data. For example, when admins assign users to a specific company in Teams, only those users will have access to that company's data.

Admins can assign different team roles in a team. Navigate to the Data Operations tab in the Data Management, to create custom team roles as per your requirement. For more information on how to add records in an object, refer to the Add Records section in the Data Operations article.

For customers having an active Salesforce connector, team roles and other data are synced from the Account Team Member object in Salesforce. An Out Of the Box (OOB) job is added for the Salesforce connector to sync Teams data from Salesforce to Gainsight.

A new standard object called Company Team is added in the Gainsight to store all data related to Teams feature. The data permissions set through Teams is honored by Company object and all objects which have a lookup on Company object. Admins can add custom fields into the Company Team object. For more information about the fields of Company Teams object, refer to the Gainsight Object Glossary article.

You can use the Teams feature in the following scenarios:

  • When multiple users are working in the same company for all customer facing activities.
  • When you want to limit the number of users accessing the company records.
  • When you want to manually give access to individual users for your company records.

IMPORTANT:

  • Super admins can access all data in Gainsight irrespective of data permissions set through Teams.
  • Super admins can only create, edit, and delete Team admins in a team. A Team admin cannot create, edit, and delete another Team admin in the same team.
  • A team can have multiple Team admins or none at all.
  • Team admins can manage team members on the same team.
  • When you assign a user to a company, then their managers upto 3 levels get access to data as well.
  • User object is excluded from data permissions set through Company Teams.

Limitations

  • Admins can update custom fields only in the Data tab under Gainsight Data Management feature.
  • Manual updating of records synced from Salesforce is not supported.
  • Company Teams is available for customers who have purchased one of our Enterprise packages by default. For companies that are still on Gainsight's legacy packaging model, this feature can be enabled by raising a support ticket. If you have questions around whether you're entitled to Company Teams, please reach out to your CSM.

Company Data Permissions

To configure the permission for the company data, navigate to the Administration > Users and Permissions > Data Permissions > Company tab.

Super Admins can access all the company data and the permissions applied through Rules and Teams are not applicable to them. For the non super admins, the following are the permission options:

Permissions Types Descriptions
Public
  • Toggle On: All users can access the company data and other objects with lookup to Company objects. All the Rules and Team-based restrictions will be removed.
  • Toggle Off: All users lose access to the company data and other objects with lookup to Company object. You can configure Rules and/or Team-based permissions to manage user access to company data.
Rules Based Admins can manage company data access of the users based on the conditional rules. For example, Admins can create an access rule for the Sales team in the US East region to access only the companies in that region.
Team Based
  • Toggle On: Prevents users from managing data outside of their designated companies.
  • Toggle Off: Grant all users access to Company object and objects with lookup to Company object.

 

Manage Associated Companies

You can create associations between Gainsight users and companies. Managers of the assigned users in a company will be able to see companies for their team(s).

In Manage Teams tab, you can do the following:

Search a company and assign user(s)

To search a company and assign user(s):

  1. Navigate to the Administration > Team Administration.
  2. From Search for Company or User dropdown, select a Company.
  3. In Enter a Company name or gsid field, enter a company name or gsid.
  4. Select the company from the search results.
  5. (Optional) From Fields visible in search results dropdown, select the required fields.
  6. Click Assign User(s). Assign User(s) popup window is displayed.
  7. In Enter a user name or gsid field, enter a user name and then select the user from the search results.

Note: User Name, User GSID, and User Access Level fields are auto populated based on the selection of the user.

  1. (Optional) From Fields visible in search results dropdown, select the fields to display.
  2. From Team Role dropdown, select a team role for the user.
  3. (Optional) Click Add More to add other users to the company.
  4. Click Save.

Search a user and assign company(s)

  1. Navigate to the Administration > Team Administration.
  2. From the Search for Company or User dropdown, select a user.
  3. In the Enter a User name or gsid field, enter a company name or gsid.
  4. Select the user from the search results.
  5. (Optional) From Fields visible in search results dropdown, select the required fields.
  6. Click Assign Company. Assign Company popup window is displayed.
  7. In the Enter a user name or gsid field, enter a user name and then select the user from the search results.

Note: User Name, User GSID, User Access Level fields are auto populated based on the selection of the user.

  1. (Optional) From Fields visible in search results dropdown, select the fields to display.
  2. From Team Role dropdown, select a team role for the user.
  3. (Optional) Click Add More to add other users to the company.
  4. Click Save.

Channels of Data Ingestion

The following are the channels through which you can load data in the Teams:

  • Sync Teams data through Salesforce connector.
  • Manually assign users through the Teams.  For more information, refer to the Manage Associated Companies section.
  • Upload data into Company Teams object from a CSV file through Bulk APIs. For more information, refer to the Load to Teams using Bulk APIs section.

Load data to Teams using Bulk APIs

Admins can bulk upload data from a CSV file into Teams objects to easily assign users to each company. The CSV file must contain fields explained in the following table:

CSV Fields Description
Company Name Name of the company, this field can be used as an identifier in import lookup.
Email ID Email Id of the user, this field can be used as an identifier in import lookup.
Deleted
  • True: User will be deleted from the Company Teams object.
  • False: User will not be deleted from the Company Teams object.

IMPORTANT:

  • Only one identifier field each from a Company and User object can be used in the CSV file to load data to Teams object.
  • Company Name and Email Id can be used as identifiers in import lookup.
  • In the Direct Mapping section, users must map Deleted field.
  • In the Lookup Mapping section, users must map User and Company fields.
  • While loading data to Company Teams object, the following field values will auto populated by default:
    • Team Role: Account Manager
    • User Access: Admin
    • User Source: Manual
  • In the Field Mapping section, users must select Company GSID and User GSID in Key Fields.
  • When you delete a user from Teams, the user is deleted only from the Company Teams object.
  • You can insert records in Company Teams object only for the existing companies and users in Gainsight.

For moreinformation about how to bulk upload data into Company Teams object, refer to the Create Job section in the Gainsight Bulk API article and select Company Teams as target object in the Field Mapping section.

Salesforce Connector Job

This job syncs data from Salesforce Account Team Member object to Gainsight Company Team object. This job also syncs deleted records from the Salesforce, which means if the records are deleted in Salesforce, the same records will also be deleted in Gainsight.

Add to Destination

In the Scheduled Fields tab, you can see Direct Mapping and Derived Mapping of the fields. Company Team is selected as the target Gainsight object.

Derived Mappings

The following table shows configurations for derived mappings for the Account ID and User ID:

Fields Value
Select Source User ID
Select Target Field User
Source Object User
MATCH BY SOURCE User ID
MATCH BY TARGET SFDC User ID
When Multiple Matches Occur Mark record with an error
When No Matches Are found Reject record
Select Source Account ID
Select Target Field Company
Source Object Company
MATCH BY SOURCE Account ID
MATCH BY TARGET SFDC Account ID
When Multiple Matches Occur Mark record with an error
When No Matches Are found Reject record
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