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Gainsight Inc.

User License 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 how to view or assign licenses and Permission Bundles through various channels.

Overview

Admins can manage users and their licenses from the Administration > User Management page. They can filter the users based on license type and create reports on the licensed users in a company. The following topics are covered in this article:

Gainsight License Types

Admins can view and manage user license types in the Gainsight User Management or User Details pages. The License Type field is selected by default in user attributes in the User Management page. The following are the license types:

  • Viewer License: Users can only view pages assigned to them as part of the Viewer Permission Bundle.
  • Full License: Users will have access to products based on the Permission Bundles assigned to them in Gainsight.
  • Internal Collaborator License: This type of license can be assigned to employees within an organization who do not use the product directly but need to collaborate with other internal teams. For example, Sales, Services, and Marketing teammates can be added as Internal Collaborators. Users with any other License types except ‘External’ can be assigned this License.
  • External License: A user with the External license type is created when a C/R360 or a Success Plan is shared with a Person/Contact record. Admins cannot assign this license to any user from the User Management page.

Note: When an existing External user is made inactive, then they cannot be made active again in Gainsight. The inactive External user will not be able to access the previously shared asset (C/R 360 or Success Plan). However, if the asset is shared again with the same inactive External user, then another active record will be created in Gainsight and the person will be able to access the shared asset.

IMPORTANT:

  • Super admins will have the Full license type by default.
  • While importing users from external systems, users' status (active/inactive) will be honored.
  • Inactive users will not have any licenses in Gainsight which means their license type field will be blank in User Management.

You can view the total number of active Full, Viewer, Internal Collaborator Licensed Users and Inactive users in the User Management > Stats.

Note: Users from Gainsight in a customer org and inactive users are not included in the total count of Full Licensed Users and View Licensed Users.

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The License Type field is added in the Add Users Manually page. The following are the two options for the License Type field:

  • Full License: When admins select this option, they can assign Permission Bundles to the user in the Permission field.
  • Viewer License: When admins select this option, then the VIEW_GROUP Permission Bundle is assigned by default to the user in the Permission field.
  • Internal Collaborator: When admins select this option, they cannot assign any Permission Bundles to the user.

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For more information, refer to how to Add Users Manually section in Gainsight User Management article.

Comparison of Gainsight License Types

  Full Viewer Internal Collaborator External
Who are the Users
  • Customer Success Manager, Account Managers, Technical Account Managers, Renewal Managers, Install-base Sales
  • Support Representatives, Project Managers, Service Managers, Executives, New-logo Sales, Channel Partners
  • Teammates who do not Gainsight but are needed in specific events (Timeline Events)
  • Active users with whom C/R 360 and Success Plan are shared.
What's Included
  • Full Read or Write access to Gainsight data and functionality.
  • Read-only access to the Gainsight data and functionality shared through a channel of access (360 view or Dashboards)
  • Add and Edit Timeline posts
  • Users can search for other users with the Internal collaborator license in Gainsight. For example, they can add them as Internal Attendees in meetings from Timeline.
  • Access Shared C/R 360 and Success Plan.
App Access
  • Read or Write access to all purchased apps.
  • Restrictions to apps can be controlled through Permission Bundles.
  • Read-only access to all purchased apps
  • Edit access to Timeline.
  • Restrictions to apps can be controlled through Permission Bundles.
  • Can be searched in all the modules.
  • Users cannot login to Gainsight.
  • Users cannot login to Gainsight.
Data Access
  • Access to all Gainsight data.
  • Restrictions to data can be controlled through Permission Bundles.
  • Read-only access to all purchased apps.
  • Edit access to Timeline.
  • Restrictions to apps can be controlled through Permission Bundles.
NA NA

View and Update License Type of a User

To view and update the license type for a user:

  1. Navigate to Administration > User Management.
  2. Click the context menu of the user and select Edit User.
  3. If the user is not a Super Admin, then select any of the following license types in the License Type field.
    • Full: For Full license, admins can add any other Permission Bundles as they require.
    • Viewer: For Viewer license, VIEW_GROUP Permission Bundle is selected by default and the user cannot add any other Permission Bundles.
    • Internal Collaborator: Admins cannot assign any Permission Bundles to this license type.

      Note: If the user is a Super Admin, then the Full license is assigned by default.
  4. (only applicable for Full license) Click Add Permission Bundles.
  5. In the Assign Permission Bundles pop-up, select the required Permission Bundles.
  6. Click Confirm.
  7. Click Update in the User Detail page. The selected license type and Permission Bundles are updated for the user.

    Note: By default, Super Admins will always have the Full license in Gainsight.

Filter Users Based on License Type

Admins can filter the users based on the license type or state (Active or Inactive) in the User Management page. Select the License Type in the field and select in as an operator. Select any of the following License types in filter values to view the respective users:

  • Full
  • Viewer
  • Internal Collaborator
  • External

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Assign Licenses to Multiple Users

Admins can assign licenses to multiple users in the User Management page.

To assign user licenses to multiple users:

  1. Navigate to Administration > User Management.
  2. Select the required users. Manage Access button is enabled.
  3. Click Manage Access and select Manage License.
  4. Select the license type from the Assign License Type dropdown list.
  5. Click Next. Assign Permission Bundle page is displayed.
  1. In the Assign Permission Bundle, the following are the options based on the selected license type:
    • Full: If you select this license type, then you can select to add or replace the existing Permission Bundles to the selected users.
      • Add to existing Permission Bundles: Selecting this option adds the new Permission Bundles keeping the existing Permission Bundles.
      • Replace existing Permission Bundles: Selecting this option replaces the existing Permission Bundles with the new Permission Bundles.

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    • Viewer: If you select this license type, then the VIEW_GROUP Permission Bundle is assigned by default. You cannot add or remove any other Permission Bundle to the Viewer Licensed user.

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    • Internal Collaborator: You cannot add or remove any Permission Bundles to the Internal Collaborator Licensed user.

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  2. If the Full license is selected in the Assign License Type step, the click Add Permission Bundles in the Assign Permission Bundle step.

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  3. In the Assign Permission Bundles popup window, select the required Permission Bundles.
  4. Click Confirm.

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  5. Click Save. The selected license and Permission Bundles are assigned to the selected users.

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Assign Permission Bundles to Multiple Users

Admins can assign Permission Bundles to Full licensed users in the User Management page.

To assign user Permission Bundles to Full licensed users:

  1. Navigate to Administration > User Management.
  2. Select the required users. The Manage Access button is displayed.
  3. Click Manage Access and select Manage Permission Bundles.
  4. In the Manage Permission Bundles page, select any of the following options:
    • Add to existing Permission Bundles: Selecting this option adds the new Permission Bundles keeping the existing Permission Bundles.
    • Replace existing Permission Bundles: Selecting this option replaces the existing Permission Bundles with the new Permission Bundles.
  5. Click Add Permission Bundles.

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  6. In the Assign Permission Bundles popup window, select the required Permission Bundles.
  7. Click Confirm.

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  8. Click Save. The selected Permission Bundles are assigned to the selected users.

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Assign License through CSV file

While adding users through a CSV file, licenses are assigned to users in the Gainsight application based on the following criteria mentioned in the License type field of CSV:

  • Full 
  • Viewer 
  • Internal Collaborator

After uploading the CSV file, you need to map the source License Type field to the target License Type field in the Gainsight application.

Note: If the Super Admin and License Type fields are not added in the CSV, users will be added with Internal Collaborator license to Gainsight.

The following table explains the license type assigned in Gainsight, based on the values in the Super Admin and License Type fields in the CSV:

Super Admin Field in CSV License Type Field in CSV License Type Assigned in Gainsight
FALSE No value Internal_Collaborator
FALSE Invalid Value Error
FALSE Internal Collaborator Error
FALSE Internal_Collaborator Internal_Collaborator
FALSE Full Full
FALSE Viewer Viewer
No Value No Value Internal_Collaborator
TRUE Invalid value/No value Full License

For more information on how to add users through a CSV file, refer to the Gainsight User Management article.

Assign Licenses through External Systems

When users are pulled from the external systems, all active users are assigned an Internal Collaborator license. Inactive users pulled from all the External Systems (Salesforce, Dynamics, Zendesk, Hubspot, etc.) are not assigned a license and are stored as inactive users in Gainsight.

Note: Inactive users from Slack are not synced into Gainsight.

For more information, refer to the Sync Salesforce Users to Gainsight and Gainsight User Management articles.

Make Users Inactive or Remove License

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

Note: Admins can only be assigned Full license in the User Detail and User Management page.

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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Create Report on License Type

Admins can create a report of the users and license types in the Report Builder page. To create a report on license type, you can select the User object in the Data Source field and add other required fields in the Show me section.

To create a report on license type:

  1. Navigate to Administration > Report Builder.
  2. Click +REPORT.
  3. Select User object in the Data Source field.
  4. Click + button each time to add Name, Email ID, Status, and License Type in the Show me field.
  5. Click RUN to view the report.
  6. Click the Save icon at the top of the page.
  7. Enter a Name and Description (Optional).
  8. Click SAVE to save the Report.

For more information, refer to the How to Build Basic Reports article.

Additional Resources

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

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