Prerequisite

Admins must add the Product Requests tab to the C360 layout to access the Product Requests tab on the C360 page of a company.

For more information on how to add a C360 layout, refer to the Configure 360 Layouts article from the Additional Resources section.

Configure Gainsight Data Points

Gainsight data points are the customizable fields from the Company object in Enhancement Request Form. Admins can add, delete, or rename the data points. By selecting Gainsight Data Points, admins are selecting the information to be shared with the product managers. The configured data points are added to the Enhancement Request page as a new field.

To configure Gainsight Data Points:

1. Navigate to Administration > Product Requests.
2. Drag and drop the Gainsight Data Points field from the Fields section into the Canvas section.
3. Click the Settings icon. The Gainsight Data Points slide-out panel appears.
4. In the Title field, enter the name of the field.
5. Toggle ON the Required Field button to make the field mandatory.
6. In the Customize Data Points section,
   1. Click +Add to select and add relevant Data Points.
      Notes:
      • A maximum of 15 data points can be added.
      • A minimum of one data point must be added.
   2. (Optional) Click the Delete icon to delete the Data Points. 
   3. (Optional) Click the Data Point title to rename it.
7. Click Save.

Note: Only those Data Points which are added in the Customize Data Points section are visible on the New Enhancement Request page to CSMs with data obtained from Gainsight.

Product Settings

You can synchronize data into Gainsight from this page.

To integrate the enhancement requests:

1. Navigate to Administration > Product Requests > Settings.
2. Select the checkbox to Synchronize data into Gainsight. A confirmation message appears.
3. Click Confirm Sync.

Note: The historical data sync is a one-time sync, once enabled, it cannot be undone.

4. Click Save.

Status and Summary

Add Status allows admins to create customized statuses for Enhancement Requests. The enabled statuses are displayed on the C360-Product Requests page while creating a new enhancement request.  

Admins can select one status as a default status. When the enhancement requests are submitted, they will be in that default status. 

Note: The toggle switch for the status marked as Default can not be turned off.

Additionally, admins have the option to choose which Enhancement Request statuses to include in the Summary widget on the C360-Product Requests page.

To add status:

1. Navigate to Administration > Product Requests > Settings. 
2. In the Summary and Status tab, click Add Status. A new row appears to make a new status entry.
3. Provide the name of the status.
4. Enter a description for the status.
5. Assign a status color.
6. Enable the toggle switch for statuses to be displayed while creating an Enhancement Request.
7. (Optional) Select the  Show in Summary Section checkbox to display the statuses on the Summary widget on the C360-Product Requests page. 

Note: A maximum of four statuses can be selected to be shown in the Summary section.

8. Click the three-horizontal dots menu and select Mark as Default to mark this status as default. 
9. Click Save. The status settings are saved.  

Company Mapping

The company related information is displayed on this page after the data is synced. 

To access company-related information:

1. Request the Company data in a CSV file by creating a support ticket.
2. Download the Template file.
3. Drag-drop the Template file to manually upload the file or click Browse to select the file from the system.

Note:

• The template file must  have the following fields:
  • Organization Name
  • Organization ID
  • Organization Domain Name (website)

• The maximum size of the CSV file is 2MB.

After uploading the template file, the company data is processed and synced. The data appears as shown in the image below:

1. The summary ribbon sections show the following number of Companies Mapping:

• All Companies: Total number of companies.
• Mapped Companies: Number of companies mapped.
• Unmapped Companies: Number of companies unmapped.

2. Click the Upload icon to upload any new company record file .
3. All the objects are automatically mapped to the Gainsight objects. Click the three vertical dots to perform the following actions:
   • View Company Record
   • Delete Record

4. Search the records with the Company name in the textbox.

5. Click Add Company. The Add Company slide-out panel appears.

6. Enter the following details:

• Company Name: Enter the Company Name.
• Company Domain: Enter the Company Domain.
• Company ID: Enter the Company ID.
• Gainsight Company Record: Select Company from the search box.

6. Click Save. The company is added.
7. Click Save. The company mapping configuration is saved.

Non-GS Data Management

Non-GS Data Management enables admins to sync external data to Gainsight.

To sync data to Gainsight:

1. Raise a support ticket to receive the data file with the following details:

• Note ID (In UUID format - example: 8a66991a-0050-455f-a957-35448f301c01)
• Note Title
• Note Content
• Note Email
• Note Organization
• Note Organization ID (In UUID format)
• Note Tags
• Note Created Date
• Note Updated Date

2. Use the bulk API connector to sync the non-GS data to Gainsight.

For more information on how to use the bulk API connector, refer to the Gainsight Bulk API article.

 

3. Click Open Connectors. The Connectors page appears.
4. From the GS Bulk API Connection, select View Jobs. The Jobs page appears.
5. Click Create Job.
6. Enter the Job Name.
7. Click Next.
8. From the Data Source dropdown menu, select a data source.