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.
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IMPORTANT - Adoption Explorer Horizon Experience
Gainsight has upgraded Adoption Explorer with Horizon Experience. Steps, images, and playable GIFs in this article will soon be updated with the Horizon Experience changes.
What is Adoption Explorer and how is it useful to me?
Adoption Explorer helps manage your customer’s usage data in the Gainsight environment. Customer’s usage data at Company and/or Person level can be stored at both daily and weekly level along with their entitlements. Using the ingested data, admins can define new derived fields without the need of Rules Engine. To learn more about Adoption Explorer, refer to the Adoption Explorer Overview article.
What is External ID in an Adoption Explorer project?
An external ID is a standard field in the Company object, which stores the external unique identifiers of your customers. To enable an Adoption Explorer project in C360, External Id in Adoption Explorer object must be mapped to external identifier field in Gainsight's Company Object.
What are Default External Id and Name in the Adoption Explorer settings page?
There are possibilities that not all of your customers may have the External Id and Name. In those scenarios, by default, the values you enter in these fields are used when a Company Id is missing at the Instance level.
How does the Schedule frequency in Adoption Explorer objects happen?
Adoption Explorer has the intelligence to automatically derive the optimal time based on your source configurations in all objects. If you wish to override this and give a start time, you can use the start time from the Project Settings page. Adoption Explorer identifies the farthest available time from all sources to start the execution of the project.
- Usage data from Amazon S3 will be ingested into Adoption Explorer objects, in 24 hours.
- Usage data from Gainsight will be ingested into Adoption Explorer objects, in 24 hours.
- Usage data from GA is available after 48 hours, so in Adoption Explorer if any GA source is configured, data will be ingested into the Adoption Explorer objects in 72 hours. GA doesn’t support the Weekly ingestion schedule. You can ingest usage data only on a Daily basis.
- Usage data from Salesforce will be ingested into Adoption Explorer objects, in 24 hours.
- Usage data from Postgres will be ingested into the Adoption Explorer objects in 24 hours.
- Usage data from Redshift will be ingested into the Adoption Explorer objects in 24 hours.
- Usage data from MySQL will be ingested into the Adoption Explorer objects in 24 hours.
- Usage data from Snowflake will be ingested into the Adoption Explorer objects in 24 hours.
If an Adoption Explorer object is configured with more than one data source type (multiple sources), schedule will happen at the farthest availability time of the data source. For example, if a Company Time Series (Daily) Object is configured with S3 and GA sources, then the schedule will happen in 72 hours, as 72 hours is the farthest availability time.
Can I add multiple sources to a single Adoption Explorer Object?
Yes. You can add multiple sources to a single Adoption Explorer object. But, ideally your business use case should be done with a maximum of five sources. For information on how to configure source connections, refer to the Configure Adoption Explorer Objects article.
Can I use the objects created in the Adoption Explorer project in other functionalities of Gainsight, such as to create Reports and Rules, etc.? If yes, where my Adoption Explorer objects are stored?
Yes. You can use all the objects created in the Adoption Explorer project in other functionalities of Gainsight. All the Objects created out of an Adoption Explorer Project are stored in Gainsight Data Management, and the name of the Objects will always start with the Project Name assigned. Ex: If your project name is ABC Analytics, created to track the usage analytics for customer ABC International, then the objects name in Data Management is tagged with project name and becomes ABC Analytics - Company/Person Daily Time Series, where Company/Person Daily Time Series are the out of the box Adoption Explorer objects created at Company/Person level.
Who can create Dashboards?
Admins can create Usage Dashboards using the data ingested into the Adoption Explorer Objects. Admins can also grant access to the specific users to access Adoption Explorer > Analytics page, using Permission Groups. Once the users are granted with the access, these specific users can also create and edit usage dashboards in a project.
Can I reuse the Usage Reports created for a usage dashboard?
Yes. You can reuse the existing usage reports in a different dashboard, within the Adoption Explorer project.
What is the maximum number of Usage Reports I can add to a Dashboard?
It is recommended to add only the required number of Usage Reports to the Dashboard. You can create as many as dashboards, based on the logical grouping of Usage Reports rather than crowding out with too many Usage Reports in a single Dashboard.
I don’t see the RUN NOW enabled for my Project?
To execute a job in an Adoption Explorer project, make sure that the status of the project you want to run is Active.
Can I execute historical runs?
Yes. You can schedule a project on the historical data. For example, you may want to compare the Product Usage Data of the current year with the previous year, you may need the report from the previous year. For historical data older than 45 days, the daily jobs are not executed. The system schedules weekly jobs, only if the weekly sources are present in the Adoption Explorer object.
Is it possible to execute a RUN on the selected sources, instead of running the entire project?
Yes. You can run on a selected source, instead of running the entire project. For example, you have added a new source to the existing project, and you may want to run only that particular source.
Is it possible to execute a RUN on the selected derived measures?
Yes. You can also select a single source object and can run on the specifically selected derived measures. For instance, you have created a new derived measure in the existing source, and you may want to run only that particular derived measure.
Can I execute a Test RUN before I schedule a project?
Yes. You can perform the Test RUN from the RUN NOW screen. Test Run allows you to check if all the settings, source connections, etc. are working correctly. Test Run will not load any data to the objects.
Can I RUN the job for the current date/previous dates?
If the selected data sources in a project are configured with Google Analytics (GA), you cannot run a project for the last 3 days, since the data for these days will not be available. This is because usage data from GA is ingested into the Adoption Explorer objects in 72 hours. For example, on 15th Jan, you can run the job for 12th Jan and for the days backdated from 12th Jan. For more information on schedule frequency, refer to the Schedule Frequency article.
Can I filter the records on Layouts screen, to see the records coming only from Gainsight’s Company Object?
Yes. The list of company/person records you see in the Company/Person dropdown depends on the search menu filters/layout settings applied from the Layouts Listing Screen. If you have selected the Global Filter Company Name Search via as Company Object, you will see all the records from Gainsight’s Company Object, and if you have selected Company Information Object, you will see all the records from Company Information Object, created from Adoption Explorer. The same settings apply for Person as well.
How long the usage data stored on a daily basis will be preserved?
The usage data stored on a daily basis will be preserved for 180 days and the data stored on a weekly basis will be available for a period of two years. After two years, the usage data will not be deleted but archived, you can reach out to Gainsight for any requirement on the historical data.
Can I configure my Usage Dashboard created in the Adoption Explorer project with C360?
Yes. Admins can configure the Usage section in C360, to help view usage data of a company in C360. This is achieved by adding the Dashboard defined in Adoption Explorer project, to the C360 Layouts configuration page. Once admins adds this section, CSMs can see the usage data of the associated company as per the configured Adoption Explorer dashboard. For information on how to configure the C360 Usage section, refer to the Configure Usage Section in C360 article.
How many usage dashboards can I add to C360 from an Adoption Explorer project?
You can only add one usage dashboard from an Adoption Explorer project. If you want to see more usage dashboards on the C360 page, you can configure multiple Usage sections from the C360 Layouts configuration page.
Can I build Usage Reports on Entitlement objects?
Yes, you can build usage reports on the Company Entitlement and Person Entitlement objects.