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.
Gainsight customers can view their organization's Gainsight product usage data to better understand how their users are utilizing the Gainsight application. Along with product usage, customers can have visibility into their license counts, deployment % and support ticket data from one location.
Gainsight measures customer adoption data and displays it on the Shared 360 page. This article explains the data displayed in each section of the Shared 360 page and is used by customers that receive our weekly adoption emails.
The Shared 360 of this usage data is a complement to the user and product adoption data reports that Gainsight emails to customers on every Monday.
View Shared 360
You can view Shared 360 page for the Gainsight Product Adoption by clicking the link shared through an email from Gainsight on this context.
Following are the sections that you can see on the Shared 360 page for Gainsight Product Adoption.
In the summary section, you can find an overview of your relationship with Gainsight, including contract data (license and customer records), your key contacts, and your overall health score.
Usage Data Sections
Following sections provide greater insights into your company’s usage of Gainsight. You can find data on page views, active users, and specific actions taken by your team. In all the sections, charts are provided that we at Gainsight use internally to measure your adoption of the product and the raw data. All reports can be exported into a CSV and you can modify the date range so that you can perform your own analysis.
Reports in this section give you a good indication of how your adoption is trending overall. These reports contain both the weekly and 30 days trends of usage, divided by active users, page views, and actions.
Reports in this section give you insight into how Gainsight thinks about your adoption. Gainsight uses the terminology “Healthy Active User” to analyse the health of each user, we then trend this week over week. These metrics are tied to our “Depth of Adoption” score. You can find more information on these metrics that follows.
One indication of healthy adoption is a user that relies on Gainsight, weekly (or daily!) as they engage with your customers and drive outcomes. In Gainsight, we track users in 3 categories of activity:
- Healthy Active Users (Green): These are users that have logged into Gainsight 10 times or more in the last 4 weeks. This means at least every other business day.
- Active Users (Yellow): These are users that have logged into Gainsight within the last 4 weeks, but less than 10 times. For these users, we need to identify barriers to adopt more.
- Inactive Users (Red): These are users that have not logged in the last 4 weeks and had at least 1 login in the last 90 days.
Reports in this section give a more indepth view into your usage of our top features, the top pages viewed, and actions taken by your users.
Reports in this section give you visibility into all of your support tickets broken out by Status.
This section provides Support tickets that have been verified as bugs, along with the status of each ticket.
MB Stored in MDA
This section provides the amount of data stored in Gainsight across the time.
This section provides quick links to many of the Gainsight’s most visited sites, including Support and Community.