Install and Configure Gainsight Customer Success in Salesforce

Overview

Gainsight is an application designed for Customer Success professionals to drive revenue, increase retention, and scale operations. Gainsight Customer Success app is the next evolution of the Gainsight platform that allows you to use Gainsight Customer Success from the Salesforce UI. For more information about Gainsight Customer Success, refer to the Gainsight NXT Overview article. To start using Gainsight Customer Success in Salesforce UI, you must first download and install the Gainsight Customer Success application from the Salesforce AppExchange.

To use Gainsight in Salesforce, you need to install the Gainsight Customer Success app from the Salesforce AppExchange, assign Gainsight Customer Success licenses, and grant the Gainsight Customer Success permission set to the required users. You must first configure the Salesforce Connector and sync users from SFDC to Gainsight NXT org before proceeding with this article.

To enable users to access Gainsight Customer Success from within the Salesforce UI, you must perform the following tasks:

1. From the Salesforce AppExchange, install the Gainsight Customer Success application.
2. Link the Salesforce org from Gainsight NXT.
3. Assign Gainsight Customer Success licenses to the required Salesforce users.
   • New package licenses can be automatically assigned for users having existing package licenses.
     
     For more information, refer to the section Migrate License from Gainsight CSM Package in this article.
      
4. Assign Gainsight Customer Success permission set to the users who should have access to Gainsight NXT from the Salesforce UI
   • New package permissions sets can be automatically assigned for users having existing package permission sets .
     
     For more information, refer to the section Migrate Permissions from Gainsight CSM Package in this article.
      
5. Configure the Account, Opportunity, and Case layouts to add Gainsight 360 widget in the new package.
6. Configure the custom object widget that is integrated using GS NXT 360 Smart Widget (applicable if customer already uses the GS NXT 360 Smart Widget).

Note: For users upgrading from the old Gainsight: the #1 Rated Customer Success Platform app to the new Gainsight Customer Success app, Gainsight recommends retaining the old package until the new package setup is complete. This will allow the migration of Licenses and Permissions from the old package to the new package.

Prerequisites

• Gainsight Customer Success can be installed into the following Salesforce editions:
  • Developer Edition
  • Enterprise Edition
  • Any other higher Editions
• The SFDC user who is installing Gainsight must have the Download AppExchange packages permission in Salesforce.

IMPORTANT: A package password is required to install Gainsight. Contact your project manager to receive the package password.

Install Gainsight Customer Success

This section explains the process of installing the Gainsight Customer Success application from Salesforce AppExchange.

To install the Gainsight Customer Success application:

1. Log into Salesforce Org with your credentials.
2. From the Salesforce app menu, click AppExchange. Salesforce AppExchange opens in a new tab.
   
   
3. Type Gainsight Customer Success in the global search bar. A list of related Gainsight application results is displayed.
4. Select Gainsight Customer Success.
   
   
5. Click Get It Now. The AppExchange login dialog appears.
   
   
6. Click Log In. You are automatically logged in to Salesforce AppExchange.
   
   
7. Click Install in Production or Install in Sandbox to start the installation.
   
   
8. Verify the installation details and your personal details.
9. (Optional) Click Edit Profile to update your personal details.
10. Select the I have read and agree to terms and conditions option to indicate your acceptance of the policies.
11. Click Confirm and Install.

Note: Enter your login credentials, if you are redirected to the login screen.

13. Enter the package password received from your project manager.
14. Select an appropriate security level option. The following are three security levels available that will be used during installation and upgrading to new versions of Gainsight:
    • Install for Admins Only - Users with your profile get full access: This is the Gainsight recommended option. Use this option to manage access and permissions of individual users. Using this option,  no user other than your Salesforce Admins get access to Gainsight.
    • Install for All Users - All internal custom profiles get full access:  This is not recommended by Gainsight. Use this option if you want all users who are assigned to a custom profile to have full access to Gainsight.
    • Install for Specific Profiles: Not recommended for most packages. Discuss with your Gainsight representative before selecting this.
15. Click Install.

After the installation is completed, an email confirmation is received. You can verify the version, organization’s name, and username from the email.

Assign Gainsight Licenses

This section explains the process of assigning Gainsight Customer Success licenses to users. By default, five licenses are granted when you install Gainsight Customer Success. One of the five licenses is assigned to the Administrator who installed Gainsight. This admin can further assign the remaining four licenses to the required users. If you want more licenses, contact Gainsight.

To assign licenses:

1. Click Setup.
2. From the Quick search option, navigate to Installed packages.
   
   
3. Click Manage Licenses. The Installed Packages page displays the assigned and utilized licenses. For example, in the following screenshot, one license is assigned and four more can be assigned to other users.
   
   
4. Click Add Users.
   
   
5. Select the check box for the required user(s) and click Add.
   
   

The selected users are assigned licenses based on availability. The count allowed and utilized license is updated, as in the following example:

Assign Gainsight NXT Permission Set

Once you have assigned Gainsight Customer Success Licenses, you can assign the Gainsight Customer Success permission set to the users. Users with the Gainsight Customer Success permission set can view Gainsight as a new tab in the Salesforce org.

To assign the Gainsight CS permission set:

1. Navigate to Setup > Manage Users > Permission Sets
   
   
2. Click the Gainsight Customer Success permission set.
3. Click Manage Assignments.
4. Click Add Assignments.
   
   
5. Select the checkbox for the required user(s) and click Assign.
6. Click Done.