Overview of Customer 360 Details

Customer 360 from Global Search Box

The following image displays how to navigate to Customer 360 page from Global Search Box.

Customer 360 from CTA List View

The following image displays how to navigate to the Customer 360 page from the CTA List View.

The following C360 feature is only applicable to orgs that have the Salesforce Connector enabled.

Gainsight NXT in Salesforce CRM

Click here to expand for more information on how to Access SFDC pages directly from C360.

For orgs with the Salesforce Connector enabled, the C360 pages have a kebab menu with options to directly navigate to the Company’s associated Account, Opportunity, or Contact pages in SFDC. 

Note: These menu options are only available for Company records successfully synced to SFDC. For more information on connecting Salesforce to Gainsight, refer to the Salesforce Connector Overview article.

View Widget Reports created on Salesforce Objects

Gainsight NXT in Salesforce CRM

Click here to expand for more information on how to view Widget reports created on Salesforce Objects

If a Salesforce connection is established in your org, using Salesforce Connector, you can see Widget reports created on the Salesforce objects as configured by your Admin.

Scorecard

In the Scorecard section, you can track customer health over time from qualitative (e.g. relationship) and quantitative (for example, usage) metrics to quickly prioritize engagement and boost revenue. 

You can perform the following actions from Scorecard section in the C360 view:

1. Apply Scorecard:
   1. Click the Settings (Gear) icon to select other scorecards.
   2. Select a scorecard from the Change to dropdown list, if you wish to change the scorecard.
      Note: You can see multiple scorecards in the Change to dropdown list, based on the scorecard configuration. Changing a scorecard for a company leads to recalculation of the health score. Gainsight recommends you to reach out to your admin before changing the scorecard for a company.
   3. Click APPLY to apply the selected scorecard.

2. Change Views: You can click to switch between the following views for the Scorecards section:

• Summary View: This view is designed to give a high level overview of the customer scorecard. It displays the date the score was last modified, the contribution percentage of each Measure to the Measure Group, and the contribution percentage of each Measure Group to the Overall Score. 

• List View: This view is designed to display more details regarding the customer scorecard including scorecard history and comments. 

3. Collapse all groups: If there are multiple measure groups in a Scorecard, select the Collapse all groups checkbox to collapse all the groups, and uncheck the checkbox to expand all the groups.

Note: The Collapse all groups checkbox is only available for the List View.

For more information on components of the Scorecard section on the C360/R360 pages, refer to the View and Update Scorecards in 360 article.

Attributes

The Attributes section allows you to see data in a record from the Company object. You can see fields from the Company object that have been added by the admin in the Attributes section configuration. You can also perform inline edits to the attributes in this section by clicking the edit icon next to a field. You cannot make inline edits to the non-editable fields as configured by the admin.

Limitation: Gainsight does not support pasting text from text editors such as the Notepad and Notepad++ into the Attributes section. Text that is added this way is saved, but the formatting is removed.

Cockpit

In the Cockpit section, you can see all your Calls to Actions (CTAs) for a company which could be a combination of Events, Opportunities and/or Risks. You can view open and closed CTAs in this page. These CTAs can be added manually or can be triggered as configured in the business rules to warn of issues or flag opportunities. For more information on how to manage Cockpit, refer to the Use Cockpit to Manage Daily Routine article.

Person

Person section in C360 is used to view the list of people associated with a company. In the Person section, you can view records of people you interact with, while working with a particular company. Person records include name, phone, email, social media profiles, and company. CSMs can search, filter, add, edit and delete a person record from the person section. You can also see the list of other companies or relationships, a person is associated with.

For more information on how CSMs use Person section in C360, refer to the Person Section in C360 article.

Person section in C360 looks similar to the following image.

Usage

Usage section in C360 helps CSMs view the usage data associated with a company/person, in a Layout as defined in an Adoption Explorer project.

You can perform the following actions in the Usage Section on the C360 page:

1. Select the required Layout from the Layouts dropdown list (Company/Person).
2. Select the required Instance from the Instance dropdown list.
3. Select the required Person from the Person dropdown list, if a Person Layout is selected.
4. Apply the Date Range filters.
5. Hide or Show Legends.
6. Change the Themes.

After you apply the required filters, the data is shown in a Default View. However, you can change the chart type by clicking the three dots > Other Charts. You can also select the Default View again, if you wish to.

For example, from the above Adoption Explorer layout, you can get the following details on the C360 page, from each of the usage sections: Company ID, Company Name, ARR, Sum of Licensed Seats, Sum of Used Licensed Seats, Page View Data, and Segment in which the selected measure falls. Similarly, you can view the usage data of your companies on the C360 page as per your requirement. To configure the Usage Layouts and Usage Sections in an Adoption Explorer project, as per your business requirement, contact your Gainsight (Adoption Explorer) Admin.

Surveys

The survey section includes three tabs that display the collected survey data.

1. NPS® RESPONSES tab displays aggregated customer ratings using the NPS® methodology.
   Note: Depending on the configurations in the global survey settings, this score is displayed as an average or True NPS version.
2. CSAT RESPONSES tab displays the number of responses received for the CSAT question along with the CSAT scores and the percentage of positive responses.
   Note: If the CSAT questions contain a Matrix question, users can select the required subquestion to view the specific responses and percentage of positive responses.
3. SURVEY RESPONSES tab displays User-specific link to the actual survey responses. Click the View icon to see the survey response of a participant in a new tab.

For more information about Surveys, refer to the NPS® Analytics article.

Relationship

Relationship is a Gainsight object that can be used to model multiple perspectives by creating relationship types and relationships, which helps your Customer Success team manage the success of each relationship. Relationships takes Customer Success beyond managing Companies. It helps Customer Success team manage each connection point (Relationship) with your customer. For more information on relationships, refer to the Relationships Overview article.

You can perform the following actions from the Relationships view:

1. Click the Relationship dropdown list to select the Custom Reports added by your admin, and also you can filter relationships based on the Relationship Types.  
2. You can switch between the Card View and List View. Card View displays the Relationship Types and List View displays the Reports. For the custom reports shown in the list view, you can use the reporting options such as: Selecting a Visualization type, applying Ranking, modifying Filters and Export options. 
   Note: You can filter each view to display All Relationship Types, but this filter is disabled for the List View if there are more than ten Relationship Types to display. This limitation is to prevent display issues within the view.
3. Filter based on status such as Active or Inactive to see the relationships relevant to you. 

4. Click + ADD to add a new relationship.
5. Click Edit to edit the existing Relationship details.
6. Click Delete to delete the relationship.
   Note: When you delete this record, the fields in other objects that are joined with the current object (Relationship) may have some impact on their records. It is recommended to contact your admin before deleting the Relationship record.

Success Plans

Success Plans help CSMs monitor and drive success with individual customers based on objectives and criteria that you define. Success Plans use a CTA type called Objectives. Success Plans may be composed of one or more Objective CTAs, and may include associated Tasks, either manually created or applied through Playbooks. For more information on success plans, refer to the Create Success Plans in C360/R360 article.

Related List

Related List is a type of C360 section which displays a Report created on any SFDC or Gainsight object. Report that should be displayed in this section is configured by Admins. Records that belong to the corresponding Company are displayed in this report. Admin can assign a different Name to this section rather than Related List.

Report added to the Related List section is displayed as in the following image:

Sponsor Tracking

Sponsor Tracking section on the C360 allows users to track the contacts associated with a Company. By clicking + SPONSOR, you can see a list of contacts as configured by your admin. Click the Track icon for the required contact from the Action column to add a contact as Sponsor. Once you add a sponsor for the Company, you can view that Sponsor in the Sponsor tracking section of the C360.

For information on how CSMs can track sponsors from the C360 page, refer to the Track Sponsors from C360 Page article.

For information on how admins can configure the Sponsor Tracking Section in C360, refer to the Configure C360 Sponsor Tacking Section article.

Company Intelligence

Users can view the Company Intelligence posts in Gainsight application in the C360 page of their company. This allows users to view posts regarding companies and signals in which they are interested and helps them to stay informed about their customers and competitors.

Note: Admins can add the Company Intelligence section in the C360 page for all users. However, only customers who purchased this feature can view the Company Intelligence posts on the C360 page.

For more information on how CSMs can view posts from the C360 page, refer to the Company Intelligence in C360 article.