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 admins can sync data from Gainsight PX to Gainsight CS, how to enable PX usage data in an Adoption Explorer project and the impact of this enablement in an Adoption Explorer project.
Gainsight PX (Product Experience) is Gainsight’s premier tool to set up in-app messages and collect useful analytics from web applications. Gainsight allows you to establish a link between Gainsight CS and Gainsight PX using PX Connector. This connector is located on the Connectors 2.0 page. Once you establish a connection with PX, you can sync usage data from PX into Gainsight CS. Once you sync data from your PX org to Gainsight CS, you can use the data in Gainsight’s Adoption Explorer to get real time insights of your data, advanced data visualization methods, and so on.
While pulling data from PX, Adoption Explorer could map a single account in Gainsight PX to a single account in Gainsight CS (where one PX USER belongs to one PX Account only), i.e one PX Account to one Company record in CS. And, if you are an Enterprise Company with Customers having multiple PX Accounts, you can also map those multiple accounts on PX to one single Company record in Gainsight CS.
Gainsight recommends you review the Standard Object Dictionary for CS and PX and then proceed with this article.
Business Use Cases
Below mentioned use cases are the possible business scenarios you can come across while pulling data from Gainsight PX to Gainsight CS.
1 PX Account to 1 CS Company: For instance, you might have a customer named ABC who has a single account in Gainsight CS and single account in Gainsight PX (where one PX USER belongs to one PX Account only), then you can directly map the PX Account to one Company record in CS.
Multiple PX Accounts to 1 CS Company (1 PX User belongs to 1 PX Account) : For instance, you might have a customer named ABC who has a single record in Gainsight CS, but has multiple accounts in PX named ABC Systems, ABC Electric, etc. (where one PX USER belongs to one PX Account only). Now, in Gainsight CS, you can enable the Instance level checkbox in the Adoption Explorer project to consider all these PX accounts as instances.
Note: Typically, one PX user belongs to one PX account as explained above. But, if you come across a situation where 1 PX user belongs to multiple PX accounts, use the Company Level usage data for accurate insights (like build usage reports based on Company level rollups/aggregations).
Enable PX Data in Adoption Explorer
Adoption Explorer has an out of the box integration to connect with Gainsight PX and pulls pre-aggregated Feature usage data and Engagement data to provide quick insights via out of the box metrics and layouts.
Once you successfully establish a connection between Gainsight PX and Gainsight CS via PX Connector, you can now enable Bring Data from PX ? checkbox in an Adoption Explorer project.
Get PX Data of Single PX Accounts
This section explains about how to get PX Data of Single PX Accounts, as explained in Business Use Case 1.
Before you enable PX data in an Adoption Explorer project, you must first establish a connection between Gainsight PX and Gainsight CS, using PX Connector. For a detailed procedure on how to configure the PX connector, refer to Configure PX Connector.
There are three field mappings which are displayed below:
Name (PX Account object) -> Name (Gainsight Company object)
Number of users (PX Account Object) -> Number of Users (Gainsight Company object)
Id (PX Account Object) -> PX Account ID (Gainsight Company object)
To get PX Data into an Adoption Explorer project:
Navigate to Adoption Explorer > Admin.
Click + Project to create a new project, and enter the Project Name as required. For more information on how to configure an Adoption Explorer project, refer to Configure Projects in Adoption Explorer.
Enable Bring Data from PX ? checkbox to pull data from PX to Adoption Explorer project. Once you enable this checkbox, you will see that the checkboxes of the Company/Person level usage data for Daily and Weekly are also enabled.
From the Create Lookup with Company dropdown list, select the External ID (a GS Company attribute) that uniquely identifies the Companies in Gainsight’s Company Object.
Select Person or Company Person, based on your business requirement. From the Create Lookup with Person/Company Person dropdown list, select the ID field (Person/Company Person attribute) that uniquely identifies the Person records in Gainsight’s Person/Company Person object.
Click Create to save the project.
Important: Enter all other details in the Project Settings page, based on your business need. For more detailed information on Project Settings details, refer to Project Settings.
Now, navigate to the LOGS page, and you will see that GPX Boot action has been already started, once this action is successful, you will see that this particular Adoption Explorer project gets configured with the out of the box Sources, Derived metrics and Layouts.
Important: If required, you can further edit the out of the box sources for Company Information and Person Information objects. You can add the required fields and also additional PX Account and User fields to the dataset and can create more derived fields and customize layouts.
Get PX Data of Multiple PX Accounts
This section explains about how to bring PX Data of Multiple PX Accounts in which one PX User belongs to one PX Account only, as explained in Business Use Case 2.
PX Parent Group ID is a new field incorporated in the PX Account model, the purpose of this field is to link multiple PX accounts to a single company record in CS. Setup the system to load this field appropriately. Once you set up this field, follow the below mentioned instructions:
For this use case, ensure that you map the following in the PX Connector settings:
Map the PX:Parent Group ID to Company:PX Account ID in the Company job in the connector.
Map the PX:Parent Group ID to the CompanyPerson:Company ID field in the PX User job.
To get PX Data into an Adoption Explorer project:
Refer to the Get PX Data of Single PX Accounts section and follow the instructions from Step 1 to Step 5, and then proceed with the following steps.
Enable Instance Level checkbox to pull PX data from multiple PX accounts. Now, all of the PX Accounts in an Adoption Explorer project are considered as Instances.
Enable Aggregate Data by Instance checkbox, if you want to track usage data at Company+Instance level. Once the project is saved, you cannot modify this setting.
From the Create lookup with Relationship dropdown list, select the External ID (GS Relationship attribute) that uniquely identifies the Relationships in Gainsight’s Relationship Object. This mapping creates a lookup for AE InstanceID to the GS Relationship object, and resolves the Instance identifier in usage data to Gainsight Relationship record.
Important: If you are using Relationships and want to tie a Relationship to an Instance, you can map Instances in Adoption Explorer to Relationships in Gainsight, ensure that you have already created a Relationship record per Instance, in Gainsight’s Relationship Object.
- Set the Instance level with the Company. For example, there occurred two Events: Event 1 and Event 2 for which ABC and Google have attended Event 1, and Apple and Microsoft have attended Event 2. Here, selecting the radio button Do you have one Instance associated with only one Company? No means a single Instance (Event 1) is tied to multiple companies (ABC and Google).
- Existing PX projects: By default the radio button in all the existing PX projects is selected as No. To correct the default and historical data, admins must manually set this button to Yes, save, and run the project to see the new mappings.
- New PX projects: By default, the radio button is selected Yes. This is to ensure that anytime in future if admin fixes the Parent Group ID on the Gainsight PX side can select the same in Gainsight CS, and then Adoption Explorer seamlessly pulls the new mappings information once the project is run.
- In the Default External Company ID and Company Name text boxes, enter the Default External Company ID and Company Name respectively. If the usage data is at instance level and for any of the instances the Company ID/Name is missing, then by default Adoption Explorer uses the above entered details.
Important: Assume, while bringing Gainsight PX data of multiple PX accounts to Gainsight CS, admins might have not selected the Parent Group ID in Gainsight CS, because the ID might have not been fixed on the Gainsight PX side. So, the project in Adoption Explorer pick-ups the Default Company ID and Name for all the null records. Now, after a period of time, if the admin fixes the Parent Group ID on the Gainsight PX side and selects the same on the Gainsight CS side as explained in this article. The Adoption Explorer can seamlessly pull the Parent Group ID information from PX to CS and fix/update all the default data (of null records) and historical data, after the next run.
Once the Project is created and saved, navigate to the LOGS page, and you will see that GPX Boot action has been already started, once this action is successful, you will see this particular Adoption Explorer project gets configured with the out of the box Sources, Derived metrics and Layouts.
IMPORTANT: If required, you can further edit the out of the box sources for Company Information and Person Information objects. You can add the required fields and also additional PX Account and User fields to the dataset, can create more derived fields and customize layouts.
OOB Fields in a CS PX Adoption Explorer Project
Listed below are some of the significant fields that are shipped out of the box for each of the Adoption Explorer object:
Daily Active Users Segment: When a Usage section is created on this field, it displays the segment into which the count of daily active users falls under.
Total Active Users: Usage Section when created displays the total count of the active users.
Total Users Segment: displays the segment into the count of the total users fall under.
Unique Features Used: displays the count of the unique features used.
Unique Features Used Segment: displays the segment into which the count of the unique features used falls under.
Company Time Series Daily:
Feature Name: Ensure that you have already mapped the Feature in PX Product tree for the event data to be pulled into CS.
Feature Events Count: Usage Section when created displays the events count on the feature/the number of times a feature is used.
PX Product Key: The product key at Company level can get you the aggregation data/analytics data of a Product for each Company. Having this Key in a usage section provides multi-product analytics at Company/Account level aggregations. Product Key is also available at Person level, and can get you the analytics data at Person level aggregations. For more information, refer to the Product Key and Use Cases section.
Engagement Events Count: Usage Section when created displays the events count on the engagement/number of times an engagement is opened/clicked.
Total User Count: displays the total count of the users.
Daily Active User Count: displays the count of the daily active users.
Company Time Series Weekly:
Total Engagements: Usage Section when created displays the total number of engagements.
Engagements Viewed in Last 30 Days: displays the total number of engagements viewed in the last 30 days.
Weekly Active Users: displays the count of the users who are active during that particular week.
Clicked Engagements: displays the count of the engagements on which the users have clicked.
Unique Features in Last 7 Days: displays the count distinct of the features used at least once during the last 7 days.
Open Engagements: An engagement can be sent via email or in-app. Usage section when created on this field displays the sum of Emails Opened and In App Engagements Clicked.
The same fields listed above are also shipped out of the box for Person Time Series (Daily/Weekly) objects as well.
Usage data from Gainsight PX will be ingested into Adoption Explorer objects daily or typically at the end of the business day. If you are running a project for the first time, it may take anything between 2-24 hours depending on the volume of the usage data.
For historical runs, you can schedule the project until the last six months.
Product Key at Company/Person Level
While pulling data from Gainsight PX to Adoption Explorer, PX could send various out of the box fields as explained in the previous section. Product Keys at Company/Account and Person/User level are among those fields which enable Gainsight to support multi-product analytics directly using the Company level usage data.
Business Use Case: For instance, your organization has multiple products and you may want to directly get the aggregation data of these products at the Company level.
Once PX Data is pulled into Adoption Explorer, you can see the Product Key at Company Level as shown in the following image, using which you can create Company level usage dashboards per product.
Note: You can also create Person Level usage dashboards using the Product Key at Person/User level.
Backfill Data when the PX Product Tree is modified
When a feature name is modified or when a feature event gets realigned in the Gainsight PX product tree, you can perform a Backfill action from Gainsight PX side. Once you perform the Backfill action in PX, from that day onwards, all the changes in the usage data gets reflected in the Gainsight CS seamlessly. For more information on how to perform a Backfill action in Gainsight PX, refer to the Backfill section in Instrument Your Product Using Product Mapper article.
In Adoption Explorer, admins can trigger backfill/historical data from PX seamlessly using the Trigger backfill from Gainsight PX toggle switch. Once this option is enabled, the system automatically regenerates the historical usage data from Gainsight PX and by default loads/runs the data to Gainsight CS. However, admins also have an option to load/run the jobs manually after the data is regenerated to Gainsight CS. For example, admins can run the jobs manually when there is a downtime.
Note: The Trigger backfill from Gainsight PX action can be performed to a maximum of four times a month.
Example Business Use Case: For instance, whenever a feature name is modified or a feature event gets realigned in the Gainsight PX product tree, the Start Backfill action in Gainsight PX automatically realigns and reconfigures the usage data and provides the insights accordingly on the PX side. Also, from that day onwards, all the changes in the usage data gets reflected in the Gainsight CS seamlessly.
To trigger Backfill from Gainsight PX:
- In a PX enabled Adoption Explorer project, navigate to Logs page.
- Click Trigger backfill from Gainsight PX to toggle the switch ON.
- Enter the number of days you want to Backfill from. Start Date and End Date fields get auto-filled based on the number of Backfill days.
Note: A maximum of 180 days of historical data can be pulled into Gainsight CS.
- Select the Run jobs automatically after the Gainsight PX backfill is completed checkbox to run the backfill automatically or select the Run jobs manually after the Gainsight PX backfill is completed checkbox to run the backfill manually.
- Click Run Now.
PX in other functionalities of Gainsight CS
Gainsight can push data to Gainsight PX entities using the Rules Engine in Gainsight CS. PX has an Account object and an User object. With the new Load to PX Action, CS administrators can build Rules to load values into custom attributes (along with “Parent Group ID”) on the PX Account and User objects. This makes the CS - PX integration a bidirectional data sync combined with the PX connector.
To use this Action type, you must configure Gainsight PX Connector. Once you set up the Connector, you can create a rule to push data from CS objects to PX entities.
For more information on how data is synchronized from CS to PX via Rules Engine, refer to Load to PX Action Type.
Gainsight integrates Journey Orchestrator (JO) with PX. You can trigger PX in-app engagements from Programs, take action based on the engagement events in Programs, and analyze and measure Program and Engagement effectiveness. This integration helps customers achieve a unified customer engagement strategy by leveraging the best of both JO and PX applications. PX engagements can be triggered in all Program model types.
By default, this feature is enabled for all the customers who have CS and PX subscriptions.
Currently, this integration only supports the following three types of engagements created in PX:
For more information on how PX engagement is triggered by Program, refer to Trigger PX In-app Engagements from Journey Orchestrator.
Gainsight integrates CX (Surveys) with PX. You can bulk import and analyze PX survey engagement responses. Gainsight users can analyze and derive the real time customer insights from these survey responses and trigger followup actions from Gainsight CS, including triggering CTAs. CSMs can also analyze the PX survey engagement responses from the C/R360 page.
Currently, this integration supports importing the following types of PX survey engagements:
Net Promoter Score® (NPS®)
Customer Effort Score (CES)
For more information on how to integrate Gainsight PX with Gainsight CX, refer to Gainsight PX Integration with Survey.
- For more information on how to configure/edit the Sources, refer to the Configure Adoption Explorer Objects article.
- For more information on how to create Derived Fields, refer to the Configure Derived Fields article.
- For more information on how to create Layouts, refer to the Create Layouts article.
- For more information on how to manually execute a job, refer to the Logs article.
|NPS, Net Promoter, and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.|