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.
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Data Management Horizon Experience
This article applies to tenants which are using Data Management Horizon Experience. If you are using the old version of the same, you can find the related documentation here.
This article explains about customer Usage Data, how can you use the customer usage data in Gainsight, and different ingestion channels to load customer Usage Data into Gainsight.
Usage data helps an administrator to learn how other people access and use a web or mobile application. With usage data, an administrator can identify the usage of all the webpages and the most common navigational paths through the site. Usage data may cover each and every piece of customer usage data that your organization has stored till date. Usage data is collected from a number of sources including emails, mobile devices, applications, databases, servers, etc. Example: Usage data includes the pageviews on a product in an ecommerce site or tracking of the customer activities in your website over a period of time. Usage data stored in Gainsight can be analysed and is helpful to gain useful insights to increase revenue, design a better product, provide amazing customer service, get new customers or retain existing customers. grow your audience with personalized campaigns, etc.
Usage data when ingested into Gainsight, can help companies improve their operations and make faster and more intelligent decisions. Gainsight recommends to bring usage data into Gainsight objects. This helps admins/CSMs to perform data aggregations, generate scorecards, Call To Actions (CTAs), Reports, rules, etc. and helps managers to generate trending reports on usage data based on the data granularity.
Gainsight Storage Limits
General data storage limitations:
- 30 GB limit of total Gainsight storage
- 10 GB or 100 million records is the limit per Gainsight object
- 1 million events per day
If you are concerned about exceeding any of these limits, please contact email@example.com.
This can occur if the maximum data storage is reached, but it will only occur after a member of our team informs you that you have reached the limit, and we'll discuss how the purge should occur.
Loading Usage Data into Gainsight through
Gainsight supports integration of the following data platforms to load usage data into Gainsight:
If you use any of the above data platforms to capture customer usage data from your website, Gainsight recommends you to continue with the same approach. Through any of the above channels, if the raw usage data is ingested into Gainsight, you can perform the aggregations on it through Bionic Rules to achieve optimal performance while generating Reports, Scorecards, CTAs, Rules, etc.
Loading Usage Data from CSV File
If you have retrieved customer usage data from another source, you can record it in a CSV file and load data through the CSV file into the Gainsight custom object. Gainsight supports loading usage data into Gainsight custom object through the following channels:
- For detailed instructions on loading usage data through S3 Connector, refer to the Gainsight S3 Connector article.
- For detailed instructions on loading usage data through Bulk API, refer to the Gainsight Bulk API article.
Before loading usage data through either of the above channels, create a custom object in Gainsight with the appropriate fields. The system allows you to map the CSV headers with the fields in the Gainsight objects and helps you to load usage data into the fields appropriately.
For example, your CSV may have the following headers:
- UserId: User Id on a web page
- UserFirstname: User First Name
- UserLastName: User Last Name
- UserName: User Name
- GroupId: User’s Group Id
- GroupName: User’s Group Name
- UserEmail: User’s email address
- Page: Page of a Website in tracking
- Date: On which the usage data is tracked
Usage Data Aggregations
Once the usage data is ingested, you can perform aggregations using Rules Engine. For detailed instructions on how to perform the usage data aggregations and to schedule them, refer to the Aggregate Usage Data with Rules Engine article.
When the data aggregations are performed as per your requirement, the aggregated data is stored in a Gainsight object. Depending on the data granularity (daily, weekly, or monthly), you can generate scorecards and Call To Actions (CTAs), run rules, and trending or any specific reports, etc. in Gainsight.
For more information on managing data in Gainsight, refer to the following articles: