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Person Section in 360

 

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.

 

This article explains how CSMs use the Person section in C360/R360. Person section displays the list of people associated with a company/relationship. In the Person section, you can view records of people you interact with, while working with the Customer. Person records include name, phone, email, social media profiles, company, etc. The Person section is designed to display not only contacts at the Company level, but potentially anyone involved in their implementation, such as an external consultant associated with the current company.

You can add, edit, and delete a person associated to the company from the respective C360/R360 pages.

To start using Person section from the C360 page, Admin must configure the Person section in the respective C360 layout that was assigned to the current company’s C360 page. For more information on this for admins, refer Configure Person Section to C360 Layouts.

View Person Details

C360 page is a single source of truth for all the associations of a Person. You can view all the Company or Relationship associations of a Person, from one of the associated C360/R360 pages. For example, an investor might collaborate with three different Companies, and therefore they’ll appear as an associated Person for all three Companies.

You can click any of the Company or Relationship names and navigate to the corresponding C360/R360 pages, in a new tab.

Here, the person section is explained using C360 and the person section in R360 remains same.

To view the associations of a Person:

  1. Navigate to the C360 page of the corresponding company from either Global Search box or from other applications within Gainsight.
  2. Navigate to the Person section.
  3. Click the Person section, in the left pane.
  4. Click the required person name. The person detail view is displayed, where you can see all the Company and Relationship associations of a Person. When you click the Company/Relationship names in the person detail view, you will be navigated to the Person Section of that particular Company/Relationship.

1. View Person.gif

Search a Person

You can search a person using name or email from the Person section in C360 page.  You can enter either name or email in the search box to find a person associated with the current company as shown below.

2. Search by Name or Email.png

Advance Search: You can also filter the Person list in C360 using any attribute from the person model.  To apply advance search and filter the person records as required:

  1. Click the Filter icon.
  2. Select a field from the drop-down list.
  3. Select an operator.
  4. Enter a value or select a dropdown list item based on the selected field.

3. Filter on C360.png

  1. Click + ADD FILTER to add more filters, if required. Each filter is designated by alphabets (A, B, C, etc.)
  2. Review and change the advance logic and/or between the filters as shown below.
  3. Click APPLY. The person list is refined based on the filter conditions.

Add Filter.png

Add a person record from C360

CSMs can manually add a person and the associated company details from the Person section in the C360 page. The new person record added from the C360 page is associated to the corresponding company. While adding this person record, you can either associate an existing person in the Person model to the current company or create a new person record and add all the required details associated to the company.

To add a new person:

  1. Navigate to the C360 page of the corresponding company from either Global Search box or from other applications within Gainsight.
  2. Navigate to the Person section from the left pane.
  3. Click + PERSON. The Add Person dialog appears.

5. Add Person from C360.png

  1. Enter the information in any of the fields and click SEARCH. The Search performed here uses an OR condition between the fields.
  2. If one or multiple person matches are found in the search results, then select the required person.
  3. Add more details of the person if required.
  4. Click SAVE. In this scenario, you are associating an existing person with the current company.
    Note: While associating a person record to the current company, the other company associations do not appear.

6. Add Person Record.gif

  1. If a person match is not found in the search results, then click ADD NEW PERSON. The Add Person section appears.

7. Add New Person Record.gif

  1. Enter Email Address, Name, and the required details.
  2. In the Company Association section, add information in the available fields, if required. You cannot edit the Company ID information.
  3. Click SAVE.

Limitations:

  • You cannot add a person record with an email address which is same as the existing person record.  
  • You can associate an existing person record to the new company and specify different details such as a different Role.
  • If a person record is already associated with the current company, then you cannot create the person record.

Note: Admins can add bulk person records from the admin page, Administration > Person > UPLOAD. For more information for admins, refer Uploading Person Records into Gainsight.

Edit person record details from C360 (Inline Edit)

From the C360 > Person section, CSMs can directly edit and add person record information. Inline edit is enabled for the fields that are available in the person detail view.

  1. In C360 > Person section, click a person record. The detail view appears.
  2. Click the edit icon of a field and edit the value as required.
  3. Click Save (checkmark icon). The details are saved.

8. Edit Detail View.gif

Note: You cannot add/modify information in a field, if Edit Permissions are not granted by your admin.

Delete a person record from C360

When you delete a record from the Person section in the C360 page. The person details in association to the company are deleted but the master person record is not deleted from the Person object.When you delete this record, fields in other objects that are joined with the current object (Company Person) may have some impact on their records. It is recommended to reach out to your admin before deleting the Person record.

Note: For admins, to learn more on the Object Graph, refer Creating Object Graph in MDA Objects.

Following are the impacts after deleting a record from the Person section in the C360 page:

  • Person details in association to the company, from the Company Person object are deleted.
  • The corresponding person details associated with the Relationships, that belong to this Company are also deleted.
  • Master person details from the Person object are NOT deleted.

To delete a record from the Person section of the C360 page:

  1. Navigate to the C360 > Person section.
  2. Click the Delete icon, for the record that you want to delete.
  3. Click CONFIRM in the Delete Record confirmation message.

9. Delete Record.gif

 

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