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Gainsight Inc.

Configure Leads

This article describes how admins can configure the Leads section in C360.

This article describes how admins can configure the Leads section in C360.

Overview

Customer Success teams identify and share leads with Sales. CSMs can use this feature to identify a lead, share it with sales via CRM, and report on the revenue impact. This feature provides a standard method to track the leads, analyze leads data, and generate lead reports.

As an admin, you need to add the Lead section into the C360 layout for your company and configure the Leads feature from the Administration section. You can also configure reports to measure the revenue impact from this feature.

Configure Sync Options

Navigate to Administration > Revenue Optimization > Leads > Sync Options and configure the sync options for the Lead data, depending on the CRM you use. 

Note: The Leads feature primarily helps users who use Salesforce as their CRM or manage leads outside of Salesforce.

Following sync options are available:

  • Gainsight: Leads exist only in Gainsight. 

IMPORTANT

  • Running the connector jobs will sync all the data from the respective Salesforce objects to Gainsight (User->User, Account->Company, and Contact->Person).
  • Avoid running the respective connector jobs if the required User, Company, and Person data are already present in Gainsight.
  • The OOB Lead Sync job will only pull lead records that have LeadSource as Gainsight on the SFDC Lead record. (This is a hidden filter)

Salesforce: Leads are synchronized with Salesforce.

    • Ensure that the Salesforce Connector is authorized. For more information on authorizing the Connector, refer to the Authorize Connection article from the Additional Resources section.

    • Perform the name field mapping in the Company Person Sync job using the following steps:

  • The following are the prerequisites to use this option:

  1. Navigate to Connectors 2.0 > Jobs
  2. Click the three-vertical dots menu for the Company Person Sync job and click Edit.
  3. In the Preparation step, click the three-vertical dots menu for SFDC Contact and click Edit
  4. Click Add Fields
  5. Select the checkbox for the Full Name field and click Select.
  6. Click Save.
  7. Click the three-vertical dots menu of Add to destination and select Edit
  8. Click the Direct Mapping tab. 
  9. From the Select Target Field dropdown, select the Person::Name for the Full Name Source field.
  10. Click Save. The field mapping is saved.
  11. Click Save. The job is saved successfully.
  • Run the Salesforce’s User Sync, Company Sync and Company Person Sync jobs from the Administration > Connectors 2.0 > Jobs page. For more information on how to configure the sync jobs, refer to the Salesforce Connector article from the Additional Resources section.

Define the method to sync Leads data to your CRM, either as an Integration User or a Logged in User. Integration user is designated for connector data sync from your CRM to Gainsight (generally Admins). Logged in User uses Leads (CSMs, Renewal Managers).

  • Integration User: Select this option to allow any Gainsight user to modify or create Lead Records. API must be enabled for the integration user.
  • Logged In User: Select this option to allow only a CRM user, who has the permissions in their CRM, to modify or create Lead records. API must be enabled for the relevant user(s) in your CRM.

Note: Sync options cannot be switched if there are records in the following list of GS Lead or GS Opportunity objects:

  • Opportunity:  gs_opportunity
  • Opportunity Stage: gs_opportunity_stage
  • Lead: gs_lead
  • Lead Status: gs_lead_status
  • GS Opportunity Line Item: gs_opportunity_line_item
  • GS Pricebook: gs_pricebook
  • GS Product Info: gs_product_info

Configure Lead Status

Lead Status displays the progress of the leads during the lead creation and lead conversion process. You can configure Lead Status by navigating to Administration > Revenue Optimization > Leads > Lead Status.

The following standard statuses are available:

  • Open - Not Contacted: Lead contact is created but not contacted
  • Closed - Not contacted: Lead contact is closed without contacting
  • Closed - Converted: Lead contact is closed after converting to customer
  • Working - Contacted : Lead contact is being worked upon

To create custom statuses, you need to configure in the Gainsight Data Management section for GS Lead object and then configure the same in the Lead Status section. For more information on how to add values in Dropdown, refer to Manually Add Values in a Dropdown section in the Dropdown List article linked in the Additional Resources section.

Notes

  • Only one status can be set as Default.
  • Statuses are editable only if the Sync Option is selected as Gainsight
  • If the sync option is Salesforce, the Lead statuses will be synced from Salesforce on the first successful run of the Lead connector job.

Configure Table View and Detail View

Configure Table View to add the required fields in the Lead Table view. You can configure Detail View to add the required fields in Lead Detail view and while creating a new Lead. 

To configure the fields in Table View:

  1. Navigate to Administration > Revenue Optimization > Leads > Table View.
  2. Click Add Fields.
  3. Select the required fields and click Add.
  4. Verify the fields and click Save to save the configuration.

Notes

  • Similarly, you can configure the fields in Detail view by navigating to Administration > Revenue Optimization > Leads > Detail View.

  • The fields can be customized for the editable or required options.

Add the Leads Section in C360 Layouts

Admins need to configure the Leads section in the Company object to view the Leads data in C360. 

To add the Leads section in C360 Layout: 

  1. Navigate to Administration > Company. The Company page appears.
  2. Click the C360 LAYOUTS tab.
  3. Click the required layout to which you want to add the Leads section.
  4. From the Available sections, drag and drop the Leads section into the Selected sections
  5. To view the newly added Leads section, navigate to the C360 page of the Company.

Configure Lead Widget in C360 Layouts

Admins need to configure the Leads Widget in the required C360 Layout to view and analyze the Leads data.

To configure the Leads widget:

  1. Navigate to Administration > Company. The Company page appears.
  2. Click the C360 LAYOUTS tab.
  3. Click the required Layout to which you need to add the widget.
  4. From the Selected Sections, click the settings icon in the Default Summary. 
  5. In the Configure section page, click the Widgets tab. 
  6. Drag and drop the Leads widget into the Preview pane. 
  7. Click Save. The Leads widget is added to the selected layout.

Add Leads Widget in Gainsight Home

The CS Qualified Leads widget helps you get a consolidated view of leads data in Gainsight Home. You can create new leads, edit the lead details from the list view, drill down to each lead entry and also view the total leads value.

To add the CS Qualified Leads widget to Gainsight Home:

  1. Navigate to Administration > Gainsight Home > Configuration.
  2. Click Customize Home. The Gainsight Home Builder page is displayed.
  3. In the Widgets pane, expand the Leads section.
  4. Drag-and-drop the Leads widget to the layouts pane.
  5. Click Save Home.
  6. (Optional) Click Preview to review the layout. For more information on Gainsight Home preview, refer to the Preview Gainsight Home section.
  7. Click Publish Home. The confirmation message is displayed.
  8. Click Confirm

Configure Leads in GS Home.jpg

Configure Email Notifications

As an admin, you can enable email notifications for users. Users can initiate the notifications while they create or update leads. The lead owners are the recipients of these emails. They also receive an email notification when new leads are assigned to them.

To enable the email notifications:

  1. Navigate to Administration > Leads > Email Communication.
  2. Turn on the Email Communication toggle switch. The email notifications are enabled for the users.

Email communication.png

Configure Reports

As an admin, you can configure Dashboards and add lead reports to the Dashboard by navigating to Reports > System > Revenue Center in the Dashboard Builder. Add the Lead widgets - Lead Value, Lead Value by Company and Lead value by CSM to the required dashboard. For more information on configuring Dashboards and adding Reports, navigate to the Configure Dashboards article in the Additional Resources section.

Analyze Leads Data

Admins and CSMs can analyze lead data using the following three widgets in Gainsight Dashboard:

  • Leads Value: This widget displays a sum total of the Leads Value for your organization. You can also view the Goal value of Leads that you have set for the quarter and the percentage variance of the actual Leads value from the Goal value set.
  • Lead Value by Company: This widget displays a visual representation of the Leads Value data for each company. It helps you assess the Leads value data by company.
  • Lead Value by CSM: This widget organizes the Leads Value data based on the Created By field. This helps you determine CSMs who have contributed the most or least to the Lead Value.

Additional Resources

For more information on CSQL and Salesforce connector, refer to the following articles:


 

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