Enable Gainsight PX Data in Adoption Explorer

Establish Connection Between Gainsight PX and Gainsight CS

Before you bring PX data in an Adoption Explorer project, you must establish a connection between Gainsight PX and Gainsight CS, using PX Connector. For information on how to configure the PX connector, refer to the Gainsight PX Connector article from the Additional Resources section.

Once the connection is established, create/configure the Adoption Explorer project.

Get Usage Data of Single PX Account

Configure the following three field mappings in the PX Connector settings:

• 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)

Get PX Data of Multiple PX Accounts 

To bring usage data from multiple PX accounts in which one PX User belongs to one PX Account only, map the Parent Group ID in the PX Connector settings. 

PX Parent Group ID is a 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, ensure that you map the following in the PX Connector settings:

• Map PX:Parent Group ID to Company:PX Account ID in the Company job in the connector.
• Map PX:Parent Group ID to the CompanyPerson:Company ID field in the PX User job.

Configure Adoption Explorer Project

To configure Adoption Explorer Project:

1. Navigate to Adoption Explorer > Administration.
2. Click Create Project. 

Note: To bring additional usage data from Gainsight PX into an existing standard Adoption Explorer project, navigate to the project settings page and select the Import usage data from Gainsight PX checkbox. This action cannot be undone. 

3. From the Select Type of Project Setup pop up, select Gainsight PX project setup type.
4. Click Continue.

 

5. Enter the name of the project.

Note: The Company and Person checkboxes are selected by default. The checkboxes for Daily and Weekly usage data for these objects are also selected by default.

6. From the Associate usage data identifier to the Gainsight record ID section, select the External ID (a GS Company attribute) that uniquely identifies the Company from the Company object field.
7. From the Person/Company Person object dropdown, select the Person Object or Company Person Object tab. 
8. Select the ID field (Person/Company Person attribute) that uniquely identifies the Person records.
9. Select the Import usage data at instance level checkbox to bring usage data from multiple PX accounts.
10. Select the I want to track usage data at my Company and Instance level checkbox to track usage data at Company and Instance level.

Notes:

• Once the project is saved, this setting cannot be modified.
• By default, the I have one instance associated with only one company checkbox is selected for new PX projects and cannot be unchecked.
  • For Existing PX projects: The checkbox is not selected by default. To correct the default and historical data, admins must manually select this option, save, and run the project to see the new mappings.
  • For New PX projects: This checkbox is selected by default to ensure that an admin can select the same Parent Group ID in Gainsight CS when they resolve it in Gainsight PX. Adoption Explorer pulls the new mapping information when the project runs.

11. Select the Associate usage data identifier to the Gainsight relationship record ID checkbox.
12. From the Relationship Object field, select the External ID (GS Relationship attribute) that uniquely identifies the Relationships. 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.

Note: If you are using Relationships and want to associate 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.

13. Click Create Project.

For information on additional project settings, refer to the Projects and Project Settings article from the Additional Resources section.

Ingest Custom Data Files from PX

Ingest custom reports and usage data into Adoption Explorer objects from the custom files. The custom files are generated using Global Context, user and other custom attributes that are part of the PX tracking calls. For information on how to create custom data exports in PX, refer to the Bulk Export Custom Reports from PX article from the Additional Resources section. 

Once the custom data export from PX is added to the destination data source (like Amazon S3), the same can be imported to the Adoption Explorer project. This imported data from PX helps you to build usage reports for analyzing your customer’s feature usage and behavior patterns or to make business decisions faster. 

Business Use Cases:

Use Case 1: Acme Inc. wants to analyze how their customers are using their product features. However, quite a number of Acme's employees assist their customers post sales during implementation and support by impersonating/assuming their customer's pre-granted identity. Acme would want to track their customer's usage and filter out usage tracked on behalf of their customers by its employees.

Solution: The following steps help you achieve the above use case.

1. Set up the Identify call to capture global context attribute Impersonation, PX AccountID and PX UserID in Gainsight PX.
2. Generate reports using the Data Exports feature with the All Features filter grouped by Global Context attribute. For information on how to create custom data exports in PX, refer to the Bulk Export Custom Reports from PX article from the Additional Resources section.
3. Select the destination as CS to export the above report.
4. In Gainsight CS, configure the PX-CS connector. For more information, refer to the Establish Connection Between Gainsight PX and Gainsight CS section.
5. Create an Adoption Explorer project with Standard setup.
6. Configure the object with source as Amazon S3.
   1. In the S3 Bucket section, select the Gainsight PX Managed option.
   2. From the PX Custom Files dropdown, select the custom files as required. 

7. Navigate to the Dashboard Configuration tab to create dashboards.

 

Use Case 2: Ginger Corp operates sister offices across the east and west coast of the USA. Each sister company is managed by a sales manager who manages operations at all the locations for that company. Ginger Corp wants to track the number of sales and other order related details per sister office per location per sales manager.

Solution: The following steps help you achieve the above use case.

1. Set up the Identify call to capture global context attributes, AccountID, and PXUserID in Gainsight PX as part of the Feature events.
2. Generate reports using the Data Exports feature with the All Features filter grouped by Global Context attribute. For information on how to create custom data exports in PX, refer to the Bulk Export Custom Reports from PX article from the Additional Resources section.
3. Select the destination as CS to export the above report.
4. In Gainsight CS, configure the PX-CS connector. For more information, refer to the Establish Connection Between Gainsight PX and Gainsight CS section.
5. Create an Adoption Explorer project with Standard setup.
6. Configure the object with source as Amazon S3.
   1. Select the Gainsight PX Managed option.
   2. From the PX Custom Files dropdown, select the custom files as required. 
7. Select the Frequency to import data option as Daily or Weekly.
8. Click Import Metadata. 
9. In the Select Identifiers page, map the identifiers in the Adoption Explorer objects with the identifiers in the Source.

For example, in the Company object map the External ID to Company ID in the source file. If you have selected the Person object, map the Person ID to PXUserID in the source file. For more information, refer to the Configure Adoption Explorer Objects article from the Additional Resources section.

10. Navigate to the Dashboard Configuration tab to create dashboards.

Use Case 3: Intalia LLC provides services to its customers and free visitors. Intalia has set up multiple PX Accounts, which all gets tied to a single account in Gainsight CS. With this setup, they also want to track usage data for their free visitors (who have not yet converted into paid customers, and hence are not tied to any account as per their setup).

Note: If a visitor is converted to User then you need to trigger a backfill data in PX. 

Solution: The following steps help you achieve the above use case.

1. Set up the Identify call to capture AccountID and PXUserID in Gainsight PX as part of Feature events.
2. Generate reports using the Data Exports feature with Audience filters as grouped by AccountID and Parent Group ID.

Note: If AccountID == NULL, the data export will be set with account == Anonymous in the export file. For information on how to create custom data exports in PX, refer to the Bulk Export Custom Reports from PX article from the Additional Resources section.

3. Select the destination as CS to export the above report.
4. In Gainsight CS, configure the PX-CS connector. For more information, refer to the Establish Connection Between Gainsight PX and Gainsight CS section.
5. Create an Adoption Explorer project with Standard setup.

Note: Ensure you select the Import usage data at instance level considering PX Project with Instance as Account.

6. Configure the object with source as Amazon S3.
   1. Select the Gainsight PX Managed option.
   2. From the PX Custom Files dropdown list, select the custom files as required. 
7. Select the Frequency to import data option as Daily or Weekly.
8. Click Import Metadata. 
9. In the Select Identifiers page, map the identifiers in the Adoption Explorer objects with the identifiers in the Source. 

For example, in the Company object map the Company to PX AccountID in the source file. If you have selected the Person object, map the Person/Company Person to PXUserID in the source file. For more information, refer to the Configure Adoption Explorer Objects article from the Additional Resources section.

7. Navigate to the Dashboard Configuration tab to create dashboards.

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:

Company Information	Daily Active Users Segment: A Usage Report created using this field displays the segment into which the count of daily active users falls under.    Total Active Users: A Usage Report created using this field displays the total count of the active users. Total Users Segment: The segment into the count of the total users fall under. Unique Features Used: The count of the unique features used. Unique Features Used Segment: The segment into which the count of the unique features used falls under.
Company Time Series Daily	Feature Id: Unique identifier for each feature in PX. Feature Name: Ensure that you have already mapped the Feature in PX Product tree for the event data to be pulled into CS. Feature Path: Complete path name of the feature, in the format Module/Submodule/Feature. Feature Events Count: Usage Report when created displays the events count on the feature/the number of times a feature is used.  Engagement Id: Unique identifier for each engagement in PX. Engagement Name: Name of the engagement from PX 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 report 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: A Usage Report created using this field 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: Count of daily active users.
Company Time Series Weekly	Total Engagements: A Usage Report created using this field displays the total number of engagements.  Engagements Viewed in Last 30 Days: Total number of engagements viewed in the last 30 days. Weekly Active Users: Count of users who are active during that particular week. Clicked Engagements: Count of engagements on which the users have clicked. Unique Features in Last 7 Days: Distinct Count of the features used at least once during the last 7 days.  Open Engagements: An engagement can be sent via email or in-app. A Usage Report created using this field displays the sum of Emails Opened and In App Engagements Clicked.

Notes:

• 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.

Journey Orchestrator

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.

This integration supports the following three types of engagements created in PX:

• Dialog
• Slide
• Guide

For more information on how PX engagement is triggered by Program, refer to the Trigger PX In-app Engagements from Journey Orchestrator article from the Additional Resources section.

CX (Surveys)

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.

This integration supports importing the following types of PX survey engagements:

• Net Promoter Score® (NPS®)
• Customer Effort Score (CES)
• Rating
• Boolean
• Multi Question 

For more information on how to integrate Gainsight PX with Gainsight CX, refer to the Gainsight PX Integration with Survey article from the Additional Resources section.