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Gainsight Inc.

Create Manual Relationship CTAs (Horizon Experience)

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.

 

Overview

A Relationship is an object in Gainsight that provides you with the flexibility to accurately model and manage your complex customer structures by creating Relationship Types and Relationships. Relationships take Customer Success beyond managing companies. They help CS manage each connection point (Relationship) with your customer. Gainsight offers a flexible way to define what a relationship is based on a variety of criteria including products, business units, geographies, or projects. You can create relationships with Gainsight objects, as long as a Company lookup field is available.

CSMs can create CTAs for Relationships from Cockpit, Customer 360 > Cockpit, and the Relationship 360 > Cockpit. Also, under the Cockpit, you can search for relationships and group CTAs by Relationships. This functionality is available only if your org has enabled Relationships.

For more information, refer to the Relationships article.

Create Relationship CTAs from Cockpit

To Create Relationship CTAs from Cockpit:

  1. Navigate to the Cockpit.
  2. Click Create CTA. The Create CTA dialog appears.
  3. Enter the following details:
  • Name: Enter the name or subject of the relationship CTA being created.
  • Company: Start typing the company name and select the appropriate one.
  • Relationship: Start typing the relationship name and select the appropriate one.
  • Due Date: Enter the relationship CTA’s due date.
  • Owner: Enter the name of the CTA Owner in the Owner field. By default, the logged-in user’s name is displayed in this field. You can modify this and add a new name.
  • Type: Select the required CTA Type from the dropdown list. 
    Important: You cannot modify this field later.
  • Reason: Select the appropriate reason for the relationship CTA.
  • Priority: Select the appropriate priority for the relationship CTA.
  • Status: Select the appropriate status for the relationship CTA.
  • Comments: (Optional) Any extra information in the form of notes or comments that you would like to add to the relationship CTA.
  • Playbook: (Optional) Search and select an applicable playbook from the list. Once you select a playbook, all its associated tasks are displayed. Also, you may modify the owner of each playbook task, if required. By default, the logged-in user’s name is displayed.
  1. (Optional) Click +Add More Details to add an Associated Person.
  2. Click Save, to create the CTA.

Create Relationship CTAs from Customer 360

To Create Relationship CTAs from Customer 360:

  1. Navigate to the Global Search Bar on the top of the page.
  2. Enter the Company Name of your choice. You will see the list of company names matching the text entered. Select the appropriate one. You will be directed to the Customer 360 page.
  3. Navigate to the Cockpit from the left panel.
  4. Click +CTA. The Add CTA dialog appears.
  5. Enter all the details as explained in Step 3 of the Create Relationship CTAs from Cockpit section.
  6. Click SAVE or SAVE AND NEW to open another dialog to create another CTA.

Create Relationship CTAs from Relationship 360

You can create Relationship CTAs from Relationship 360 in two possible methods:

Method 1

  1. Navigate to the Global Search Bar on the top of the page.
  2. Enter the Relationship Name of your choice. You will see the list of relationship names matching the text entered. Select the appropriate one. You will be directed to the Relationship 360 page.
  3. Navigate to the Cockpit from the left panel.
  4. Click +CTA. The Add CTA dialog appears.
  5. Enter all the details as explained in Step 3 of the Create Relationship CTAs from Cockpit section.
  6. Click SAVE, or click SAVE AND NEW to open another dialog to create another CTA.

Method 2

If no relationship has been configured to a specific Company earlier, you can configure the Relationship and create the CTA from the Relationship 360 page as explained below.

  1. In the Customer 360 page, click Relationship from the left panel.
  2. Click +CONFIGURE. You will be directed to the Relationship 360 page.
  3. Enter the following details:
    1. Relationship Type: Search the relationship type. Relationship types matching the entered text appear in the result set. Select the appropriate one. 
    2. Relationship Name: Enter the name of the relationship.
  4. Click SAVE.
  5. A new page appears. Navigate to Cockpit from the left panel.
  6. Click +CTA. The Add CTA dialog appears.
  7. Enter all the details as explained in Step 3 of the Create Relationship CTAs from Cockpit section.
  8. Click SAVE, or click SAVE AND NEW to open another dialog to create another CTA.

Note: You can follow these steps to create a relationship CTA from the Cockpit Section on Customer 360 or Relationship360. If you create a CTA from Relationship 360, the Relationship and Customer fields are pre-populated, whereas when you create a CTA from the Customer 360, the customer name is pre-populated.

View Relationship CTAs

Perform the steps shown below to group CTAs based on Relationship.

  1. Click Group by option and select Relationship from the dropdown list.
  2. CTA Names grouped by Relationship are displayed.

3. Group By Relationship.png