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Gainsight Inc.

Configure the Customer360 Sections

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

This article walks Admins through the setup and configuration of your Customer360 (C360) Details page. This page is a detailed view of a single customer’s business information in Gainsight, created by pulling data from a variety of sources. The C360 Details page is composed of multiple sections.

There are three types of sections that you can include in the C360:

  • Standard sections: available out-of-the-box with Gainsight (for example, Summary, Attributes, Sponsor Tracking), but can be modified to some degree by an Admin.
  • Related List sections: to display reports on a particular topic (for example, Surveys, Company, Person, etc.).
  • Embed page: for embedding pages using URLs, to display things like Box (file storage), in their own C360 section.  

Note: There is no hard limit regarding the number of related lists that can be added to the C360. Any performance issues you may encounter (such as slow load times) greatly depend on the size of the list being referenced, and the complexity of the query.

Global/Standard 360 Sections

Gainsight offers the following 12 standard Customer 360 Sections in the Local Available sections:

  1. Summary (refer article on Configure Customer 360 Summary Section)
  2. Scorecard
  3. Attributes (refer article on Configure Customer 360 Attributes Section)
  4. Cockpit
  5. Usage: (refer article on Configuration of Usage section in a C360 layout)
  6. Survey: configure the NPS® score or Average NPS® score to display in this section (refer article on Display True NPS® Score in the C360 Survey section)
  7. Sponsor Tracking (refer article on Configure Sponsor Tracking)
  8. Relationship
  9. Success Plans
  10. Person (refer article on Configure Customer 360 Person Section)
  11. Related List
  12. Embed Page

Configure Global Sections

Global Sections is a section library, which allows you to create the most commonly used sections with specific configurations and keep them readily available, for using them in multiple layouts. Sections that you create in the Global Sections appear in the GLOBAL pane in the Available sections of each layout configuration page. The primary purpose of Global Sections is to save admins time.

Advantages of using Global Sections:

  • Once you add a section to the layout from Global Sections, changes made at Global level are reflected in the section added to each layout. Refer Use Case 1.
  • You can add a Global section to any layout, decouple it, and customize it as per your business requirement. Refer Use Case 2.

Note: There is no limit to the number of Global Sections that you can create.

Use Case 1: For instance, Admin has configured 9 layouts, out of which 3 layouts are for Companies in Industry::Automobile, 3 layouts for Companies in Industry::Telecom and 3 layouts for Companies in Industry::IT and you have different summary sections for Automobile, Telecom and IT. If you want to make any changes to the IT Summary Section, you can do it from Global Sections, and you will see all the changes being reflected in the 3 layouts assigned to IT industry.

Use Case 2: For instance, Admin has configured 5 layouts for Companies in Industry::Automobile and a common Summary Section is added to all 5 Layouts from Global Sections. If you want to make changes in one of the summary sections, you can de-couple the section from Global Sections and make the changes and those changes will be reflected only in that particular section.

You can create Global sections on the following types:

  • Attribute
  • Embed page
  • Related List
  • Summary
  • Person

To create Global Sections:

  1. Navigate to Administration > Company > C360 LAYOUTS > GLOBAL SECTIONS. You can see a list of Global sections in this page.  
  2. Click +SECTION.
  3. Enter the following information:
    1. Name: Enter name of the section.
    2. Type: Select type of the section. There are five section types as listed above.
    3. Description: (Optional) Enter the section description.
  4. Create a Global section for each type as shown below:

Configuration of the Global section of type Summary is shown in the following image:

1. Global Section Creation.gif

Once you create a Global section, you can see the newly created section on the Global Sections list view. From Search Menu, you can search the section by its name. You can CLONE, EDIT and DELETE a section and its configurations from this page.

2. Global Section View.gif

After a section is created in Global Sections, it is now ready to use in Layouts.

To add a Global section to a layout:

  1. Navigate to Administration > Company > C360 LAYOUTS > Company Layouts.
  2. Click EDIT icon of a layout into which you want to add Global section or create a new layout.
  3. Navigate to the GLOBAL left pane of the Available sections. You can see all of the Global sections that you have created.
  4. Select a Global section from the Available sections and move to the Selected sections.
  5. Click the DECOUPLE icon next to the section to make any configuration changes to the current section. This breaks the link to Global Section and configuration changes are applicable only to the section in the current layout.
  6. Make the changes to the section configuration as required. If any changes are made to the source Global section in future, they will not be reflected into the current section.

6.7 NXT c360 layout edit global sections.gif

Configure Custom C360 Layouts

You can create up to 50 C360 layouts, and apply them to multiple Companies and Users. Each layout can contain different sections with their configurations. Gainsight offers one default layout out of the box which can be cloned or modified, but not be deleted. For more information on how to create and manage layouts, refer Create and Assign multiple C360 Layouts.

6.7 NXT C360 Layouts list view summary.jpg

Add and Configure New C360 Section

To configure Customer 360 sections (within a layout):

  1. Navigate to Administration > Company > C360 LAYOUTS.
  2. Select the relevant layout you wish to edit (or create a new layout).
  3. Click the EDIT icon. You can see the Selected sections within the layout.
  4. Select either the GLOBAL or LOCAL sections from the Available sections and move to Selected sections.
  5. Click the EDIT icon next to any section name to change name of any C360 section.
  6. Click the Settings/Gear icon to configure the C360 section. Refer the relevant section in this article to learn more about any Section configuration.
  7. Click the DELETE icon of any section to remove from the Selected sections.

6.7 NXT configure 360 sections all actions.gif

Configure Related List Sections

In addition to the standard C360 sections, you can also add Related Lists. With a Related List section, you can display a report from Report Builder in a C360 section.

To configure Related List Section:

  1. In the relevant layout, drag and drop the Related List option from the LOCAL Available sections to Selection sections.
  2. Click the CONFIGURE icon on the new section.
    Note: You can use a related list from Global Sections, provided you have already created one.
  3. Enter the following details:
    1. Change the name of the section If required.
    2. (Optional) Enter description to the section.
  4. Source: Select the source object. This is the object on which reports are created.
  5. Filter the report by: Select the required field on which you want to apply filter on the reports. You can filter the reports by fields in the source object. You can see all of the fields from the source object and lookup fields from the dependent objects.
  6. Available Reports: Select the required reports and click the > icon to add them into the current Related List. List of all reports configured on the source object (after applying the filters) from the Report Builder are displayed here.
  7. Reports added to this section: Select any report from this section and remove from the Related List. You can see all of the reports in this section added into the current Related List from Available reports.
  8. Click SAVE to save the configuration of the current Related List.

6. Related List Config.gif

Refer Reports and Dashboards Overview for more information on how to build reports for use in C360 related list sections.


Add Salesforce Objects to a Related List Section

Gainsight NXT in Salesforce CRM
Content in this section supports Gainsight NXT accessing through Salesforce Login. To learn more about Gainsight NXT in Salesforce, click here.

 

Click here to expand for more information on how to add Salesforce Objects to a Related List section

If a Salesforce connection is established in your org, using Salesforce Connector, you can configure a Related List section by adding reports created on Salesforce objects also.

Notes: 

  • Users need to log in to Gainsight through the NXT tab in SFDC to be able to view SFDC data.
  • Non-admin SFDC Lightning users need SFDC permission to access the ExportChurnAlertsDashbord visualforce page in order to add a record via Related Lists to SFDC. Lightning users without this permission will get an insufficient privileges error when trying to add the record. For more information regarding SFDC visualforce page permissions, refer to the SFDC article Setting Visualforce Page Security from Permission Sets.

You can select SFDC objects in the Source dropdown to add reports created on the Salesforce objects.

C360 Related list Account.gif


C360 Related List Example Section

Following image shows the Related List section in a C360 page that has a Report on the number of CTAs against their CTA types and status.

7. C360 Related List Example Section .png

Build Embedded Page Sections

With embedded pages, you can configure a section of the C360 to access a web page via a URL. You can use path parameters and query parameters to define variables for the embedded URL.

One use case where path parameters could help is for customers who use sites like Google Drive or Box.com to manage files. With path parameters, users can configure an embedded page section to access folders from these sites on the C360. For example, let’s say a company named Civilia is using Gainsight, and is also using Box.com to manage customer files with a folder for every customer. The path or URL to access their folder for a company called Summer Way is www.civilia.box.com/SummerWay. If we wanted to access this from the Embed Page section of Summer Way’s C360, we could pass the variable “SummerWay” as a path parameter. In that case, our configured URL would be https://www.civilia.com/${folderName}. Under conditions, we would define folderName = Company Name.

To embed a page in a C360 section:

  1. Navigate to Administration > Company > C360 Layouts, and edit the relevant layout.
  2. Drag and drop the Embed Page section from the LOCAL Available sections to the Selected sections.
  3. Click the CONFIGURE icon on the new section.
  4. Enter the following details:
    1. Change the name of the section If required.
    2. (Optional) Enter description to the section.
  5. Enter an appropriate URL in the URL text box. Both query parameters and path parameters are supported to define variables for embedded URLs.
    • Note: In order for the Embed Page configuration to recognize a section of the URL as a path parameter, the variable must be formatted as ${x} where x is the path parameter. If this formatting is not applied, the path parameter will not be recognized and will not be applied. This formatting is used to denote a parameter regardless of where it is in the URL. Admins can use the format ${x} to denote query parameters as well where x could be the query parameter.6.17 360 Path Parameter for Embedded URL.jpg
  6. Height: Enter the number of pixels in Height. For example, 600.
  7. URL Preview: Check this field to see an example of the URL the embedded page section will access based on your current parameter configurations. If you change these configurations, click the Update button next to the URL Preview to see your changes reflected in the field.
  8. Bundled Parameter: Click Bundled Parameter to add bundle parameters under a namespace. For example, {group : {param1 : value, param2 : value}} .
  9. Parameter: Click Parameter to pass parameters to the embedded page. The parameters are passed as  URL query string parameters. For example, param1=value&param2=value.
  10. Type appropriate key and value in the text boxes that appear. Optionally, you can fetch values dynamically using the select field dropdown list.
  11. Click SAVE.

The embedded page now appears in the C360 embed section.

Configure Customer Search Settings (C360)

This page is used to configure the searchable fields to find Gainsight companies from the Global Search, and also configure how the results from the Global search should appear. You can configure a maximum of 4 fields as searchable or visible. By default, Name field is added as searchable in the configuration. You can see the preview of the Company results to show how the search results appear from the Global Search.

Gainsight recommends you to mark a maximum of two fields as Searchable (Toggle) to prevent degrading the Search performance but you can mark all four of them as searchable.

Once the Company fields are configured for Searchable, the changes are applied once in every 24 hours. If you want to apply the changes instantaneously, you can use Sync Object functionality. For more information, refer to the Sync Object section.

Company Search Configuration.png

To make a field searchable:

  1. Navigate to Administration > Company.
  2. Click the SEARCH CONFIGURATION tab.
  3. Click the arrow (->) button for the required fields under Available fields section. These fields are added to the Visible fields section.
  4. Turn the toggle switch ON for the added fields to mark them as Searchable. You can mark only a few String type fields to make them searchable.
  5. Click the Settings/Gear icon to modify the field display name, to make it more contextual to your business purpose.

Note: By default, Name field is marked as Searchable and you cannot switch the Toggle OFF for this field.

  1. Click APPLY.

Search Configuration Gif.gif

Sync Object

Any changes in the search field configuration are synced into the search index once in every 24 hours. If you want to sync the changes in search field configuration instantaneously, perform the following actions:

CAUTION: It adds extra load to your IT infrastructure to run Sync and apply latest configuration to the search index, If you want to sync the changes to search fields instantly.

  1. Click SYNC OBJECT after selecting the Company search fields. Sync Fields window appears.

Sync Fields.png

  1. Select the checkboxes, as required: 
  • Select the Sync both Company and Relationship Object checkbox, to apply changes in the search fields instantly, to both the Company and Relationship search from their respective search field configuration.
  • Select the Drop Index checkbox, to drop the existing search index and apply re-index. This helps show the relevant Company records from the search box per latest search fields.
  1. Click SYNC (without selecting checkboxes) to apply changes in the search fields instantly, only to the Company fields. You can also select the checkboxes as required, before clicking SYNC.

Add Widget type reports to C360

Admins can add Widget report types to the C360 page as a new summary section. Reports created in Gainsight with a lookup to Company object can only be added to the C360 page. For more information on how to add widget report types to the C360 page, refer Add Widgets to Summary.

Note: If the fields used in the report do not have a lookup to company, the widget report cannot be displayed in the C360 page.

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