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Gainsight Inc.

Create and Assign Multiple C360 Layouts

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.

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Overview

This article explains Admins on how to create and assign C360 Layouts. CSMs from different companies as well as different Gainsight users, may be interested in viewing different company information. C360 Layout is a framework in which Admins can configure different pieces of the customer’s business information as required for entities or users. Gainsight enables Admins to create up to 50 custom C360 page layouts. Layouts can be applied to Companies and users based on criteria such as Company Type or Industry, User Role, etc. For example, you may want to create different layouts for your executives and your CSMs; or you may want to have different layouts for your Enterprise customers, and your SMB customers. You could also create a different layout for each stage of a customer’s lifecycle, or for customers versus channel partners.

Gainsight offers a predefined C360 layout called “Default Layout”. It can’t be deleted, but can be edited or cloned. Each layout may contain different sections (and therefore different reports and related lists).

Before creating and assigning multiple layouts, it is recommended for admins to create the Global sections that you wish to include in the C360 layouts. For instructions on how to configure the individual Global and Local sections, refer Configure the Customer360 Details (C360) Page & Section Types.

Notes: If you have not configured a custom layout, then all of the customers C360 pages are applied with the default layout.

Configure C360 Layouts

To configure a custom C360 Layout:

  1. Navigate to Administration > Company > C360 Layouts.
  2. In the Company Layouts section, click + LAYOUT.

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  1. Enter the required information in the following fields:
    1. Name: The name of the C360 layout being created.
    2. Description: (Optional) The description of the layout being created.

Layout Details.png

  1. Click SAVE. The layout gets created as shown in the following image.

NXT 6.7 configure 360 layouts list view.jpg

  1. Click the Action icon for the newly created layout and then click the Edit option.

NXT 6.7 configure 360 layouts edit icon.jpg

  1. Drag-and-drop the desired sections available in the left pane (from Local or Global) to the right, as shown below. The layout is saved automatically.

6.7 NXT configure c360 layouts page.gif

 

  1. Click the CONFIGURE icon of any required section and configure the section as required. For more information on the configuration of a specific section, refer Customer360 Details (C360) Page & Section Types.
  2. After configuring the layout, you can create criteria to assign the layout for the specific company (ies) or user(s).

Assign C360 Layouts

Using the Assign Layout option, C360 layouts can be assigned based off of any field from the Company or User object. Admins can add combinations of attributes from either object, and can apply them with Advanced Logic. Any company or user that fits the selected criteria will be assigned the layout automatically.

Notes:

  • In cases of assigned layout overlap, the order of the layouts on the C360 Layouts page will determine which layout gets assigned, with the top layout being assigned first.
  • This feature does not apply to the default layout as that does not get assigned. If any of the above configured conditions do not match, the Default Layout is automatically used for displaying sections on the C360 page.

To assign a custom C360 Layout:

  1. Navigate to Administration > Company > C360 Layouts.
  2. Click the action icon for the layout you want to assign.
  3. Select the Assign action. This opens the Assign Layouts window.

6.7 NXT Assign C360 Layouts Assign Action.gif

4. Add attributes using any field from the Company or User object.

5. Apply Advanced Logic.

6. Click UPDATE.

6.7 NXT Assign Layout add criteria.gif

Notes:

  • You can also select lookup fields from the dependent objects in both of these dropdown lists.
  • You can also select the checkboxes to include records when the record for the selected field is null.

Use Cases on Conditions

Condition 1: For instance, from the Company object, you have chosen Stage field and selected the stage as Launched, and assigned a layout called Layout 1. Once the criteria is saved, users will see the selected layout on the C360 page for all customers with a Stage of Launched.

Condition 2: For instance, you have applied another condition from the User object, on top of Condition 1. Assume, you have chosen the Name field, selected Other User, entered a Name, and assigned a layout called Layout 2. Once the criteria is saved, users with the given name will see the selected layout on the C360 page for all customers with a Stage of Launched.

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