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Gainsight Inc.

Configure Leads

Gainsight NXT

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 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

CSQL can be configured to store leads only in Gainsight or synchronize them with Salesforce’s Lead object. Customers who want to use Rules Engine to send CSQLs to other objects or CRMs should select Gainsight only.

The easiest way to get started with CSQL is to deploy without the Salesforce integration. CSQLs are created only in Gainsight and the assigned Lead Owner can be notified by email. 

Note: Lead Owner is likely to be a Sales counterpart and does not have to be a Gainsight licensed user. They can be added as Internal Collaborators.

Integrating with Salesforce's Lead object requires coordination with Sales and Marketing teams. Before starting deployment, we recommend working with these teams to determine how leads should be routed and the role people and technology play in converting leads to opportunities. This approach is ideal for customers who expect to generate leads that require the support of marketing to nurture and qualify before sending to Sales.

Navigate to Administration > Revenue Optimization > Leads > Sync Options and configure the sync options for the Lead data. The following sync options are available:

  • Gainsight: Leads exist only in Gainsight. 

Configure Leads 1.jpeg

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 how to authorize the Connector, refer to the Authorize Connection article available in 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 available in 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 Leads 2.jpeg

Switch Sync Options

You can switch between Sync Options from Gainsight Only to Sync with Salesforce, or vice versa. However, the switch operation cannot be performed if there are existing lead records in the GS Lead or GS Opportunity objects. These records must be deleted before switching the sync option.

The sync switch operation from Salesforce to Gainsight cannot be performed if lead/opportunity records exist in the objects, as shown in the following screenshot:

Switch Sync Options 1_Configure Leads.jpg

For more information on how to delete lead records from the GS Lead object, refer to the Delete Lead Records section in this article.

Delete Lead Records

To delete lead records from the GS Lead object:

  1. Navigate to Administration > Customer Data > Data Management. The Data Management screen appears.
  2. Search GS Lead in the Objects tab search box. The search results appear.
  3. In the Object Display Name column, click GS Lead. The Fields tab for GS Lead appears.
  4. Click the Data tab. The Total Records table appears.
  5. Select the record or records you want to delete. The Delete Records button appears.
  6. Click Delete Records. The Delete Dependencies dialog box appears. It displays the existing dependencies that are impacted.
  7. Select the dependency checkbox. The Permanently Delete button becomes active.
  8. Click Permanently Delete. The record is deleted. It is also removed from the CSQL widget in GS Home and C360.
    Note: It takes a few seconds for the records to disappear from the Total Records table.

Bulk Delete All Lead Records

To delete all lead records at once from the GS Lead object:

  1. Select the global checkbox. The Select all N records and Delete Records buttons appear.
    Note: Only the records displayed on the current page are selected and a count of the selected records are displayed.
  2. Click the Select all N records button. All records in the GS Lead object are selected.
  3. Click the Delete Records button. The Delete Dependencies  dialog box appears.
  4. Select the dependency checkbox. The Permanently Delete button becomes active.
  5. Click Permanently Delete. The records are deleted.

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 available in the Additional Resources section.

Configure Leads 3.png

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.

Configure Leads 4.png

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 Leads 5.jpeg

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.

Configure Leads 6.jpeg

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.
  7. Click Publish Home. The confirmation message is displayed.
  8. Click Confirm

Configure Leads in GS Home.jpg

For more information, refer to the Preview Gainsight Home section in the Configure Gainsight Home article available in the Additional Resources section.

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.

Configure Leads 7.png

Email Notifications in Inbox

The lead owner receives an email notification with lead information when the CSM creates a lead, as shown in the following screenshot.

Configure Leads_Email Notification in Inbox.jpg

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 how to configure Dashboards and add Reports, refer to the Configure Dashboards article available 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.

Configure Leads 8.jpeg

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