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.
This article contains the Frequently Asked Questions (FAQs) related to Gainsight Home.
When I click on the Home button, why do I see the Dashboards and not Gainsight Home?
You will see Gainsight Home only if your admin configures and publishes Gainsight Home. Contact your admin to check if Gainsight Home has been published.
How is Gainsight Home different from Dashboards?
Dashboards (previously navigated when clicked on Home icon) displays a set of reports/widgets only and Customer Success Managers (CSMs) do not have a way to perform any business related/customer centric actions on the widgets. Dashboards do not display widgets from other Gainsight modules such as Timeline and Cockpit.
Gainsight Home is a centralized workspace for CSMs that can be configured with widgets from various features in Gainsight. For more information, refer to the Gainsight Home Overview article.
How to go to the GS Dashboards?
Once Gainsight Home is configured, the Dashboards can be accessed by clicking Dashboards on the left menu pane.
As a CSM, can I personalize my Gainsight Home?
Yes. Gainsight allows you to personalize Gainsight Home with widgets that you need. However, you can preview and switch to your admin recommended version of Gainsight Home when required. For more information, refer to the Preview Admin Version section of the Gainsight Home for CSMs article.
As a CSM, after I personalize Gainsight Home can I revert to the admin-published version of Gainsight Home?
You can switch to the admin-published version of Gainsight Home anytime. Before proceeding to revert, you have the option to preview the admin-published version. For more information, refer to the Preview Admin Version section of the Gainsight Home for CSMs article.
How many widgets can I add to my Gainsight Home?
Gainsight allows you to configure or personalize your Gainsight Home with a maximum of 30 widgets.
What if I do not see data on the widget?
If the widget does not load on the Gainsight Home, try modifying the filters or refresh the widget. Still if the widget does not load, contact your Gainsight administrator.
Do I need CX Center License to view CX Widgets and Attributes on Gainsight Home?
No. CX Center license is not mandatory to view the Trend and Revenue Matrix widgets and the NPS® and CSAT attributes in the Summary Ribbon widget.
Global filter does not apply to the custom KPI Report added to the Summary Ribbon Widget?
As an admin when you add a custom KPI report, ensure that you have selected the applicable Company/Relationship ID in the Select KPI Report window. For more information, refer to the Summary Ribbon widget section.
Why do I not see all the CTAs for My Portfolio of Companies in the Cockpit widget?
The following could be the possible reasons for the CTA not being displayed.
- You are CSM of the Company but another CSM or a user could have been assigned as the CTA Owner. or
- You are not the CSM of the Company but the CTA is assigned to you. If the global filter on Gainsight Home is set to specific CSM, the CTA will not be listed on the Cockpit widget.
To view all the CTAs associated with your portfolio of Companies, perform the following:
Select All CTAs from the CTA Views dropdown on the Cockpit widget. For information on how to create a custom CTA view, refer to the CTA Views section of the Cockpit List View (Horizon Experience) article.
IMPORTANT: The CSM field for a Company and the Owner field in a CTA view filter are not the same. Both these fields are independent. The CTAs in the Cockpit widget on Gainsight Home are displayed based on the filters defined in the view.
Ensure that the Ownerid filter for the view is set to All Users. For information on filters available for Cockpit list view, refer to the Filters section of the Cockpit List View (Horizon Experience) article.