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 - Articles Impacted due to 6.34 October NXT Release
Due to the v6.34 October, 2022 release, this article has been impacted. Steps, images, and playable GIFs in this article will soon be updated to reflect the latest changes.
For more information about the latest UI changes, click here.
CX Center Help and FAQs
Below are some frequently asked questions about CX Center .
How can I enable the CX Center feature in my org?
CX Center is available as a paid add-on. For more information on how to enable this feature in your org, please contact Gainsight Support.
I have enabled the CX Center feature in my org, but still don’t see the CX Center tab in Salesforce App's Navigation Menu, are there any more configurations required for this?
Apart from enabling, the NXT Admin of the org needs to perform the following actions, to ensure the accessibility of the feature to the intended audience.
- Grant access to the CX Center Navigation menus in the permission bundle to the intended users.
- In the same permission bundle, also grant the module level Survey Analyze access to the intended users.
I have enabled the CX Center feature in my org and configured the initial data setup in the CX Admin configuration, but why the widgets in the CX Center dashboard are empty?
Text processing consider the data that belongs to the Active company records only. Hence, ensure that you are collecting the textual data/notes for an Active Company record.
Why doesn’t the number of entries displayed in the Revenue Matrix widget match with the number displayed in the Companies widget?
Revenue Matrix displays a maximum of 50 companies per quadrant. And, If the company record is NOT assigned with a value from the respective revenue field, such company records will not be visible in the Revenue Matrix widget. There is no such restriction in the Companies widget.
My org has an External NPS® survey with many external responses. Why am I not able to see those entries in the NPS® tab of the People widget?
You may have an NPS® collection populated with the external NPS® scores (NPS® upload through CSV). It is important to note that such entries will be populated to CX Center’s People widget NPS® tab, only if a genuine Company Person record exists for each external participant record (in the CSV entry).
I have added a topic in the CX Center Admin page. Why am I not able to see it in the dashboard?
It takes nearly 4 hours to process the text data and build analytics. One of the reasons could be that particular topic has not been processed.
How much time will it take to process the text data and to build analytics?
Once the data is configured, it takes nearly 4 hours to process the text data and to build analytics. The analytics are refreshed every 4 hours. However, the time required to process the text directly depends on the volume of the text.
Can I see the Timeline tab in the People widget drill down view?
No, you can only see the Survey tab in the People widget drill down view.
How many Topics/Keywords can I add in the CX Center Admin page?
There is no limit. You can add as many Topics/Keywords as required. The results will be better if you add more Topics/Keywords.
How many months of historical data can I select while configuring the Time Frame?
You can select a maximum of 18 months historical data.
Can I apply global filters on the selected view in the CX Center home page?
Yes, once you apply global filters, all the Widgets display the Sentiment score, NPS®, Number of Mentions and the Number of Comments based on the filtered criteria. For more information on the global filters, refer to the CX Center Home article.
Can I share my view with others?
Yes, You can share your view with others (Public, Users and User Groups). You can assign View, Edit or Admin access to the shared users.
Natural Language Processing
How is sentiment computed in CX Center ?
Sentiment in CX Center is computed using state of the art Natural Language Processing, primarily at 2 levels: Keyword and Comment/Post.
Keyword: CX Center computes the sentiment associated with a particular keyword within the text data. This is what is shown whenever the keyword is highlighted for sentiment.
Comment/Post: CX Center computes the overall sentiment for the post/comment (Survey responses/Timeline activities). This is not simply an average of the sentiment for the keywords within the post, but the overall general sentiment within the post.
What are the keywords that are shown in the keyword section?
CX Center follows the below guiding principles to come up with an importance score for keywords:
Anything related to your domain that gets high precedence.
Anything related to Gainsight domain that gets high precedence.
High frequency words in the selected filter is given preference.
If there are similar keywords, CX Center only shows the one that best represents the similar group of keywords. The remaining can be seen in the related keywords section for the particular keyword. Keywords with a certain minimum importance score are shown. The keywords you see in the Word Cloud view are also sorted by this importance score.
How are suggested keywords computed?
CX Center analyzes the keyword mention patterns in the entire text data, to derive a similarity score for the keywords. The keywords with a similarity score beyond a certain limit for any keyword within the topic are shown.
Can I add/remove keywords I do not like?
No, you cannot currently add or remove the keywords derived from the NLP (Natural Language Processing) algorithms.
Can a keyword belong to multiple topics?
Yes, a keyword can belong to any number of topics.
Can I use the CX Center for sentiment analytics of non-English text ?
The sentiment analytics in CX Center is ALWAYS performed on english text. Yes, you may feed-in a non-English text. But such texts are first translated to English and then submitted for the text processing workflow. In other words, sentiment analytics is always in english. In the drill down pane, the user has a choice to toggle to the original non-English text; however, the original text won’t render the highlighted keywords with the respective sentiment color. That will only be available with analytics on english text.
For more information on the overview details of CX Center , refer to the CX Center Overview article.
- For information on how to explore analytics, refer to the CX Center Home article.
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