Gainsight Home for CSMs

Apply Filters

Each widget on Gainsight Home provides you a snapshot of the data based on how you configure the filters and other settings. You can apply filter conditions based on the Company or Relationship object fields. These filters are applied to all the widgets.

IMPORTANT: 

• Relationship filters do not work for the following widgets:
  • Renewal Center widget
  • Customer Experience widget
  • Scorecards - Health distribution attribute
• Company attributes do not filter for relationships
• Custom fiscal period filters can be applied if the admins have configured custom fiscal year 

To configure filters:

1. On Gainsight Home, click the Filter icon on the top right corner.
2. Click Add Filter. 
3. If the filters are already configured, click Modify Filter.
4. In the Configure Filters window, specify the filter criteria. Perform the following sub-steps:
   1. Select Company or Relationship in the Object drop-down field.
   2. Select Field (data field) in the object.
   3. Select Operator and specify appropriate value.
   4. Select the checkbox next to the Value field to include null values.
5. Click + to add a new filter condition.
6. In the Advanced logic field, specify the logic to group the filter conditions. For example, (A AND B) OR (C AND D).
   Note: Ensure that the logic for grouping the filter conditions is correct to avoid errors while loading widgets.
7. Click Save.

Actions on Widgets

Resize, reposition, and delete the widgets based on how and when you want to view the widgets on Gainsight Home.

• To resize, hold and drag the widget at the bottom right corner. As the widgets are responsive, the data adapts to the size. For more information on the supported dimensions for each widget, refer to the Dimensions for Gainsight Home Widgets section.
• To reposition any widget after you add it to the layouts pane, hold and drag the widget within the layout pane.
• To delete, click the Trash icon.

Preview Admin Version

When your admin publishes a new version of Gainsight Home, you have the option to preview the changes before proceeding to revert to the admin-published version. 

IMPORTANT: If you have personalized Gainsight Home, all your customizations will be reset when you revert to the admin-published version.

To preview admin version:

1. On Gainsight Home, click the three-dot vertical icon on the top right corner.
2. Click Preview Admin Version.
3. Click Make this my home if you wish to revert to the admin recommended version.
   Else, click Back to Home.

Summary Ribbon Widget

The Summary Ribbon widget on Gainsight Home provides a summarized view of your portfolio of customers. Gain quick insights on the average Annual Recurring Revenue (ARR), health score distribution, NPS® for your portfolio. Hover on the health distribution and other customer experience score attributes for a glance on the number of your customers within the category. 

As a CSM, you can add or remove this widget to your home page. To add the Summary Ribbon widget to Gainsight Home:

1. On Gainsight Home, click the three-vertical dots menu and select Personalize My Home. The Personalize Gainsight Home page is displayed.
2. From the Widgets pane, drag-and-drop the Summary Ribbon widget to the layouts pane.
3. (Optional) Click Preview to review the layout.
4. Click Update My Home.
   Note: To delete the widget if it was already added, click the Trash icon on the top-right widget and then click Update My Home.
5. Click the Close icon.

My Portfolio Widget

The My Portfolio widget provides you with a summarized list of your Companies and Relationships giving you a single reference point to manage your book of business. You can take the following actions within the widget:

To add the My Portfolio widget to Gainsight Home. Take the following actions:

1. On Gainsight Home, click the three-vertical dots menu and select Personalize My Home. The Personalize Gainsight Home page is displayed.
2. From the Widgets pane, drag-and-drop the My Portfolio widget to the layouts pane.
3. (Optional) Configure the size of the My Portfolio widget.
4. (Optional) Click between the Company and Relationship tabs to preview the content.
5. (Optional) Click the + icon to open the Select Fields window. This option is available for both the Company and Relationship tabs.
   1. Enter text in the Search Column name field to search the available Company or Relationship fields.
   2. Click to select fields.
   3. Click Apply.
6. (Optional) Click Preview to review the layout.
7. Click Update My Home.
8. Click the Close icon.

Timeline Widget

The Timeline widget provides you with the official record of your customers in Gainsight Home. As a CSM, you can log, view, and edit activities to track customer interactions and quickly gather insights. All the actions that are available in the Global Timeline view are supported in the Timeline widget, except the following:

• Activity drafts and the draft tab are unavailable.
• All views made from the global timeline are available. Users cannot create new views.
• Timeline quick filters are unavailable. You can apply filters globally to Gainsight Home. For more information on how to apply filters, refer to the Apply Filters section in this article.

For more information on how to take actions in Timeline, refer to the Log Activities to Timeline article.

To add the Timeline widget to Gainsight Home:

1. On Gainsight Home, click the three-vertical dots menu and select Personalize My Home. The Personalize Gainsight Home page is displayed.
2. From the Widgets pane, drag-and-drop the Timeline widget to the layouts pane.
3. (Optional) Set the height of the widget.
   Note: A maximum of 20 rows can be accommodated in the widget. Width cannot be changed.  
4. (Optional) Click Preview to review the layout.
5. Click Update My Home.
6. Click the Close icon.

Cockpit Widget

The Cockpit widget provides a quick view of all the CTAs assigned to you. After your admin configures the Cockpit widget, you have the option to retain or remove the widget on Gainsight Home through the Personalize My Home option. Create and filter CTAs or Tasks directly from this widget. You can perform all the activities available in Cockpit in the Gainsight Home > Cockpit widget, except creating CTA Views. Number of CTAs assigned to you that are open, due and overdue is also displayed in the Summary Ribbon widget. 

The following are benefits of using the Cockpit widget:

• Standardization: Ensures that you have a single source of truth for your team’s action items.
• Collaboration: Enables collaboration by making your action items and associated updates, available to others in the organization.
• Integration: Links your action items to Opportunities, Activities, Contacts, Cases, and many more.
• Automation: Configures rules to automatically trigger action items based on customer data or time factors.
• Reportability: Reports on your action items to communicate progress to your team.

For more information about Cockpit, refer to the CTAs, Tasks, and Playbooks Overview (Horizon Experience) article.

To add the Cockpit widget to Gainsight Home:

1. On Gainsight Home, click the three-vertical dots menu and select Personalize My Home. The Personalize Gainsight Home page is displayed.
2. From the Widgets pane, drag-and-drop the Cockpit widget to the layouts pane.
3. (Optional) Click Preview to review the layout.
4. Click Update My Home.
5. Click the Close icon.

Scorecard Widget

The Scorecard widget on Gainsight Home contains Scorecard Mass Edit and Scorecard Habit reports to provide you with a quick view of your customer’s vital attributes of health. As a CSM, add these reports to your personalized view so that you can manually update your customer’s scorecard measures as well as easily review the health scores of your entire customer portfolio.

Note: The Gainsight Home Scorecard widgets only support Scorecard reports from Horizon Analytics. For more information on this feature, refer to the Scorecard Widgets Overview article.

To add Scorecard widgets to Gainsight Home:

1. On Gainsight Home, click the three-vertical dots menu and select Personalize My Home. The Personalize Gainsight Home page is displayed.
2. In the Widgets pane, expand the Scorecard Habits section and the Scorecard Mass Edit section to view the full list of available scorecard reports.
3. Drag-and-drop the relevant Scorecard report widgets to the layouts pane.
4. (Optional) Configure the size of the scorecard widgets.
5. (Optional) Click Preview to review the layout.
6. Click Update My Home.
7. Click the Close icon.

Within Scorecard widgets, you can take all the actions normally available for Scorecard Habits Reports and Mass Edit Reports such as the ability to add inline filters, select aggregation options, and edit measure scores. For more information on the actions available from these reports, refer to the Scorecard Widgets Overview article.

Adoption Explorer Widget

The Adoption Explorer (AE) widget on Gainsight Home provides you a quick view of usage data insights from multiple AE projects. Add the AE widget to Gainsight Home based on your workflow requirements. 

You can perform the following actions using the AE widget:

• Set the time frame
• Select other usage reports in the AE layout
• Change the visualization
• Export the data 

To add an AE widget to Gainsight Home:

1. On Gainsight Home, click the three-vertical dots menu and select Personalize My Home. The Personalize Gainsight Home page is displayed.
2. In the Widgets pane, expand the Adoption Explorer section.
3. Drag-and-drop the required AE widget to the layouts pane.
4. Click Save Home.
5. (Optional) Click Preview to review the layout.
6. Click Update My Home.
7. Click the Close icon.

Report Widget

The Report widget provides you with quick access to reports that you need regularly. View, track, derive insights, and take actions that drive business outcomes right from the home page without the need to navigate to multiple pages. For example, the My Customers report widget helps you identify Companies that are up for renewal and trigger an activity from the Timeline widget on Gainsight Home.

Note: You can add report widgets to Gainsight Home also from the Dashboard > [click the three-vertical dots menu of the required report widget] > Add report to Gainsight Home.

You can perform the following actions using the Report widget:

• Refresh the data
• Change the visualization 
• Export the data
• Add additional filters to the corresponding reports
• Reset the report with default settings
• Configure the chart settings
• Apply Ranking

To add the Report widget to Gainsight Home:

1. On Gainsight Home, click the three-vertical dots menu and select Personalize My Home. The Personalize Gainsight Home page is displayed.
2. In the Widgets pane, expand the Reports section.
3. Drag-and-drop the required report widget to the layouts pane.
   Note: Only the report widgets published by your admin are displayed in the Reports section.
4. (Optional) If there are multiple Company and Relationship IDs associated with the report, select the required Company ID and/or Relationship ID.
   1. Click the Settings icon on the widget and select the required Company ID and/or Relationship ID from the respective drop-down fields.
   2. Click Confirm.
5. Click Save Home.
   Note: You can also apply filters on Company and Relationship objects. For more information on how to apply filters, refer to the Apply Filters section.
6. (Optional) Click Preview to review the layout.
7. Click Update My Home.
8. Click the Close icon.

Renewal Center Widget

The Renewal Center widgets on Gainsight Home provide you a quick view of the important renewal metrics and take actions accordingly. 

You can add the following Renewal Center widgets to Gainsight Home:

• Summary Widget: This widget displays important renewal metrics such as Renewals Due, Renewal Forecast, Gainsight Forecast, Gross Renewal, Upsell Forecast, and Net Renewal. You can drill through all the KPIs in the Summary listing to see the list of Opportunities that make up the numbers and even export the selected data. For more information on this widget, refer to the Renewal Center User Guide article.
• Renewal Waterfall Widget: This widget  provides a graphical explanation of what is happening to your renewal business. This chart helps you visualize the Renewals Due in the selected time period, expected downsell and so on. For more information on this widget, refer to the Renewal Center User Guide article.

To add the Renewal Center widget to Gainsight Home:

1. On Gainsight Home, click the three-vertical dots menu and select Personalize My Home. The Personalize Gainsight Home page is displayed.
2. In the Widgets pane, expand the Renewal Center section.
3. Drag-and-drop the required Renewal Center widget to the layouts pane. 
4. Click Save Home.
5. (Optional) Click Preview to review the layout.
6. Click Update My Home.
7. Click the Close icon.

Customer Experience Widget

The Customer Experience (CX) widgets (Trend and Revenue Matrix) make it easier for you to view and analyze the aggregated attributes such as Sentiment, NPS®, and/or CSAT scores across companies. This helps you in sentiment assessment, improve customer experience, predict market trends, identify potential churn, and recommend necessary steps to increase product usability.

The Trends widget displays the Sentiment, NPS® (True/Average), CSAT scores, and trends by a Company Person user role for a selected period of time along with a number of responses. You can perform the following actions on this widget:

• View the Sentiment, NPS®, CSAT scores, and number of comments by a Company Person user role for a selected period of time. 
• View the historical data of the selected metric and user roles.
• Select the specific required role on the chart for better analysis.
• View the Survey questions and responses in a detailed drill-down view.
• View the distribution of Negative, Neutral/Mixed, and Positive comments by hovering on the data point.
• Set the time frame to filter and view the data.

The Revenue Matrix widget displays the Revenue vs Sentiment/NPS® of the Companies in a graphical representation. You can perform the following actions on this widget:

• Select the required metric on X-Axis.
• Set the time frame to filter and view the data.
• Hover on any point on the graph to view the Company Name, Status, Revenue information, and Sentiment/NPS®/CSAT.
• View the drill-down view when clicked on any point on the graph.

To add the Customer Experience widget to Gainsight Home:

1. On Gainsight Home, click the three-vertical dots menu and select Personalize My Home. The Personalize Gainsight Home page is displayed.
2. In the Widgets pane, expand the Customer Experience section.
3. Drag-and-drop the required CX widget to the layouts pane.
4. (Optional) If required, select the required metric to filter the data.
   1. Click the Settings icon on the widget and select the required metric.
      Note: Sentiment metric is available only for the users who subscribed to the Text Analytics feature.
   2. Click Save.
5. Click Save Home.
   Note: You can also apply filters on Company and Relationship objects. All the Widgets display the Sentiment score, NPS®, CSAT, Number of Mentions, and Number of Comments based on the filtered criteria. For more information on how to apply filters, refer to the Apply Filters section.
6. (Optional) Click Preview to review the layout.
7. Click Update My Home.
8. Click the Close icon.

For more information on Text Analytics widgets, refer to the Text Analytics Home article.

Standard Widget

The Standard widgets (Image, Rich Text, and Web Page) on Gainsight Home helps you personalize the home page with images, custom text (content), and embed any third party content such as publicly hosted documents that are specific to your workflow requirements. For example, you want to add a Company logo and a set of frequently visited web pages to the layout.

To add the Standard widget to Gainsight Home:

1. On Gainsight Home, click the three-vertical dots menu and select Personalize My Home. The Personalize Gainsight Home page is displayed.
2. In the Widgets pane, expand the Standard Widgets section and drag-and-drop the required report widget to the layouts pane. For information on how to configure the Image, Rich Text, and Web Page widgets, refer to the Standard Widgets section in the Configure Dashboards (Horizon Analytics) article.
3. Click Save Home.
4. (Optional) Click Preview to review the layout.
5. Click Update My Home.
6. Click the Close icon.

Dimensions for Gainsight Home Widgets

Every widget in Gainsight Home has permissible limits for the height and width up to which it can be configured. The following image shows the My Portfolio widget with minimum height and width (8*12).

Note: Width of the widget can be identified by the number of columns it occupies on the layouts pane while the height by the number of rows.

The following table lists the minimum and maximum height and width for the Gainsight Home Widgets.