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Gainsight Inc.

Configure Success Snapshot Template

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.

 

Introduction

This article explains Admins about how to configure Success Snapshot templates, using Success Snapshot, for CSMs to use in their next Business Review meetings. This feature allows you to create slides using your own PPTX (potentially with multiple layouts and elements) or Google Slides as templates, and then add various Gainsight reports wherever needed.

For more information about the benefits and use cases of this feature, refer to the Overview of Success Snapshot article.

Create a New Success Snapshot Template

To create a new Success Snapshot template:

  1. Navigate to Administration > Success Snapshot. A list of Success Snapshot templates is displayed. You can either Edit, Delete or Clone the existing templates. You can also Activate a snapshot to allow CSMs to download from the 360 page.
  2. Click + New Success Snapshot. The Create Success Snapshot Template window appears. 
  3. Enter the following details:
    • Name: Success Snapshot Name.
    • Design for: Select Account or Relationship (as required).
    • Relationship Type: You can see this field when you select Relationship.
    • Description: Success Snapshot Description (Optional).
  4. Click CREATE. The Import page appears and the following options are available:
    • Import from your Computer (Microsoft PPTX)
    • Import from your Repository (Microsoft PPTX)
    • Import from your Google Drive (Google Slides)

Import Slide Deck

You can import Slide deck in three ways:

Import from your Computer

The Import from your Computer option allows you to choose your PPTX file from your computer.

To upload a PPTX file:

  1. Click Import from your Computer.
  2. Select the PPTX file from your computer.
  3. Click Open. Wait for a few seconds until your business deck gets prepared and analyzed for you to make the changes.
    Note: The maximum size of the PPTX file to upload is 50 MB.

Import from your Repository

The Import from your Repository option allows you to Search or Select a PPTX file from a list of uploaded templates in the repository.

To select a PPTX file:

  1. Click Import from your Repository. The PPT Repository window appears.
  2. Search or Select a PPTX file from the Repository.
  3. Click Import.

Import from your Google Drive

The Import from you Google Drive option allows you to import Google Slides from your Google Account. To import the Slides, you must grant permissions to Gainsight to access your Google Account. 

To import Google Slides:

  1. Click Import from your Google Drive. If you are importing for the first time, the Choose an Account window appears.
  2. Select the required Google Account to authorize and click Allow
    Note: If the authorization is successful, the Authorization Successful message appears. 
  3. From the Google Slides page, select the required Slide.
  4. Click Import.

Configure the Snapshot Slides

Based on your business requirement, you can build the slide layouts and can insert Reports, Images, Tokens and Text from Gainsight to the uploaded PPTX/Google Slides. 

  1. Navigate to the Slide on which you want to make edits.
  2. Select the required element on the slide, to configure with the elements/contents from Gainsight. For example, elements from Gainsight can be: Reports, Tokens, Images, Text, etc.
    Once you select an element, the EDITOR section appears on the right side of the screen. Following elements are available in the EDITOR section:
    • Text (Tokens included)
    • Image
    • Report   

You can Move, Resize, and Delete the element as required and can also delete the element content.

You can add a success plan by clicking the Add Success Plan on the left side of the screen.

Configure Report

To configure Report:

  1. Select the required element on the slide.
    Note: The existing information in the selected element will be overridden by the newly selected report, from Gainsight. If you don’t want to lose the existing information, insert the empty placeholders, and use them to insert the required elements from Gainsight.
  2. From the EDITOR section, click the Report icon.
  3. Select the required report from the Select Report dropdown list.
  4. Select the required columns from the Choose columns dropdown list.
  5. Select the Report can overflow check box, to allow the records to flow onto the subsequent slides.
    Notes:
    • If you have inserted a tabular report which has a total number of records less than 100 and selected the check box to overflow the records, the records will be floated to the subsequent slide, if the current slide couldn’t accommodate the records.
    • If the total number of records in the tabular report exceeds 100, and if you have selected the check box to overflow the records, the records will be floated to the subsequent slides, until it reaches 100, and for the remaining records, you will see a hyperlink to the excel file of the report which has all the records.
  6. Select the Filter data for selected customers check box, and then select the Company ID field (GSID), whichever is applicable, from the Fields dropdown list. Selecting this check box allows you to filter data for selected individual customers.

Notes:

  • Ensure that the Report's base object (the object on which the report has been created) has a mapping (or lookup) to the Company ID (GSID). It is not necessary that the Company ID (GSID) fields must be part of the report. All such reports, when added to the Success Snapshot, allow you to filter data for selected individual customers.
  • For Success Snapshots created on Relationships, the Filter data for individual relationships check box is displayed. Ensure that the Report's base object (the object on which the report is created) has a mapping (or lookup) to the Relationship ID (GSID). It is not necessary that the Relationship ID fields must be part of the report. All such reports, when added to the Success Snapshot, allow you to filter data for individual relationships.

If there is rich text in any of the columns, you can resize/adjust the width of the columns. And, to delete an element inserted from Gainsight, select the element and click the delete/trash icon on the upper right corner of the element.

You can convert a KPI report as a token in Success Snapshot by selecting Display as Token check box. This reduces the utilized space in the exported snapshot by converting the KPI report table to plain text.

You can select and sort the required column of the tabular report while configuring Snapshot. The sort order (Ascending/Descending) for the fields can also be selected.

Limitation: The Row Grouped reports cannot be sorted.

Configure Image

To configure an image:

  1. Select the required element on the slide.
  2. From the EDITOR section, click the Image icon.
  3. Select an image from the repository, where all the images uploaded are stored (OR) You can click the UPLOAD IMAGE button to upload a new image.

Configure Tokens and Text

To configure Tokens and Text:

  1. Select the required element on the slide.
  2. Click the Text icon, under the EDITOR Section.
  3. Click the Token icon.
  4. In the Search menu, enter the field name you want to tokenize. For example, a field name is tokenized at the end of the slide title.
  5. From the search results, select the required token.
    Note: You can also add the details of the look up fields as Tokens. For example, you can expand the CSM lookup in the Company object, and select the Name field to add it to Snapshot as a token.

Select the Text can overflow check box to allow the text to overflow out of the element within the slide.
Note: If you do not select the above mentioned check box, the text size will be reduced in size to make things fit without overflowing.

You can also format the tokens/text entered in the slides. Success Snapshot has the following formatting options:

  • Font: From the Font dropdown list, select the required font.
  • Font-size: From the Font-size dropdown list, select the required font-size.
  • Styling: You can apply the styles available under Styling section. For example, you can bold, underline, apply bullets, apply list numbering and apply colors.
  • Alignment: You can align the token/text using the alignment patterns available under Alignment section.
  • Link: You can hyperlink the text using the Link option. Select the required text and click the Link icon to insert the URL. Click Save.

Notes:

  • The new token/text that you add is honored with the format available on the first word of the text in the existing element (Default) if you do not modify the style formatting of the token/text. 
  • You can see the Font and Font Size of the slide that you import, and these are honored when you select the Default option from the Font and Font Size drop-down list. This is applicable only for the new snapshots.

You can convert the table imported from the presentation (PPT) as individual cells by selecting the Treat the table as individual cells check box. You can insert a token or plain text in an individual cell as required. 

Limitation: This functionality works only if the imported table contains 25 or fewer cells. If there are more than 25 cells, an error message is displayed.

Configure Success Plan

To configure Success Plan:

  1. Select the slide after which you want to add the Success Plan slides.
  2. Click the Add Success Plan dropdown.
  3. Select the check boxes next to the Success Plan section.
    IMPORTANT: 
  • A Success Plan’s information is categorized into four sections, namely Summary, Objectives, Tasks and Timeline. Select the required section based on your business needs.
  • If you enable the separate Plan Overview slide feature, you can view and select the Plan Overview slide from the Add Success Plan dropdown. Contact Gainsight Support to enable this option.
  • The Summary slide honors the parent slide properties such as font, font color, font size, and theme.
  • The Objects, Tasks, and Timeline slides that have floated records now inherit properties from the parent slide when you select the Report can overflow check box.
  • When you remove a column from the report, the width of the remaining columns is automatically adjusted in the placeholder.
  1. Click Add.

Following image shows how the Success Plan slides appear in the Success Snapshot template.

Edit Success Plan Slides

You can customize the success plan Summary slide, using the tokens from Company and Success Plan Group objects.

Edit Success Plan Slides.gif

After you add a Success Plan to Success Snapshot template and enable the ObjectivesTimeline and Task check boxes, the Objective List, Tasks Details and Timeline Details Success Plan reports are created in the Report Builder > System Folder. To customize (Add filters, fields, remove fields, etc.) the Objectives, Tasks and Timeline slides in Success Snapshot, edit the reports.

IMPORTANT: Do not rename the Success Plan reports from the Report Builder. If you rename the report, you may encounter an error with the already configured Success Snapshots.

SYstem folders.gif

Once you configure the Success Snapshot template, you can clone or delete and reorder slides.

Edit Success Plan Slides3.gif

Click the Save button on the upper right corner of the screen after all the configurations are done.

CSMs can export the Success Snapshot presentation file from the C360 page. For more information on how CSMs can export the Success Snapshot presentation from the C360/R360 pages, refer to the Export Success Snapshot Presentations article.

Other Functionalities 

Following are functionalities you can leverage while configuring the snapshot:

  • View original slide content: Select this check box to view the Original Slide content while configuring snapshot. This option removes the dependency on the original slide.

    IMPORTANT: You need to clear the View original slide content check box to perform any configuration changes in the snapshot template.
     
  • Undo: Click Undo before saving the snapshot to revert any changes made to the slide you are working on.  

Activate Snapshot

You can activate or deactivate a snapshot. By default, the Active toggle for a snapshot is turned off because you consume a lot of time configuring a success snapshot, assume if the toggle is ON before you finalized the snapshot, CSMs in the meantime can unknowingly download the snapshot which is not configured completely. To overcome such situations, toggle is off by default and once the snapshot is configured completely, you can Activate the snapshot, and then CSMs can download it from the 360 page.

Notes

  • By default, all the existing snapshots are marked Active.
  • The snapshot can be seen on the 360 page only if you Activate it on the Success Snapshots listing page.

Toggle.gif

Retain Configurations in Existing Snapshot 

Assume, the associated PPTX/Google Slides is updated with new content, uploading the slide deck to Success Snapshots can still retain the existing/previous configurations.

To update the Snapshot template:

  1. Navigate to Administration > Success Snapshot. The list of existing snapshots appears.
  2. Hover over the snapshot you wish to update and click Edit
    Note: The Update Template option is displayed if the snapshot is configured with PPTX template. And, the Sync Template option is displayed if the snapshot is configured with Google Slides template.
    1. Click Update Template. You can select either of the following options:
      • Import from Computer: This allows you to upload the updated PPTX file from your Computer.
      • Download Existing Template: This allows you to download the existing PPTX from Success Snapshot and make changes in your local folder, and upload the PPTX back to Success Snapshot.
    2. Click Sync Template.
      Note: You have to grant permission if your Google Account is not connected.
  3. Click Save.

IMPORTANT: 

  • If you clone a slide in the snapshot, ensure that you do not delete the parent/original slide. Else, you may encounter an error while uploading the PPTX/Google Slides.
  • Assume, a CSM has downloaded a 20 slide snapshot from Success Snapshots and deleted 2 slides and added 1 slide and then uploaded back to Success Snapshots using Update Snapshot feature. The 18 already configured slides will retain the configuration and only the one new slide needs configuration and there is no impact because of the 2 deleted slides.

Snapshot Test Run

You can download/export the Snapshot and preview it before sharing the template with your end users.

To Test Run the Snapshot:

  1. Navigate to Administration > Success Snapshot. The list of existing snapshots appears.
  2. Hover on the snapshot you wish to test run and click Edit.
  3. Click Snapshot Test Run. The Snapshot Test Run window appears.
  4. Select the Customer from the Customer dropdown list.
    Note: For a Relationship template, you can select the Relationship from the Relationship dropdown list.
  5. Click Download to download the PPTX template to your local drive or click Export to export the Google Slides to your Google Drive.
    Note: If you add a Success Plan to the template, you can select the Success Plan from the Success Plan dropdown list. If a success plan is not configured for the Customer/Relationship, you must create a plan to download the template.

PPT Repository

In PPT Repository, you can upload PPTs and can store in the repository. You can use the readily available PPT from the repository while creating a new Snapshot.

To upload a new PPT:

  1. Navigate to Administration > Success Snapshot.
  2. Click PPT Repository. A list of PPTs appears, if you have already uploaded.
  3. Click +PPT
  4. Click Browse Files.
  5. Select the PPT file from your computer. You may have to wait for few seconds until your business deck gets prepared and analyzed.
    Note: The maximum size of the PPT file you can upload to Success Snapshots repository is 50 MB.

PPT Re.gif

You can also Download or Delete the existing PPT from the repository.

Note: Delete option is disabled for the PPTs associated with a Success Snapshot.

Download.png

Revoke Google Account Access

Admins from Success Snapshot page can revoke their Google Account access whenever required.

To Revoke the access:

  1. Navigate to Administration > Success Snapshot.
  2. Click Context Menu .
  3. Click Revoke Access. A confirmation message appears.
  4. Click Revoke Access.

Limitation

  • C360 Usage section is not supported.