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Gainsight Inc.

Gainsight Integration with Tableau

Gainsight NXT in Salesforce CRM

This article supports Gainsight NXT, the next evolution of the Customer Success platform, accessing through Salesforce Login. New and upgraded customers are deployed on Gainsight NXT. To learn more about Gainsight NXT in Salesforce, click here.

If you have not upgraded and are using Gainsight Salesforce Edition, you can find supporting documentation here.

Not sure what your team is using? Click here.

 

Important:

  • Gainsight integration with Tableau is built based on Salesforce authentication. If you are a Salesforce user, using Gainsight NXT in Salesforce, you can leverage this integration and pull your customer success data from Gainsight to Tableau, provided you have logged-in via Salesforce. You can access all of the Gainsight objects and some important Salesforce objects like, Account, User, Case, etc. in Tableau.  
  • You would additionally see some empty Gainsight objects such as CTA Group (Old Success Plan object). 

Overview

Quite a lot of the Gainsight customers use Tableau as their company wide BI tool. With Gainsight’s Tableau integration customers can quickly connect Tableau to their Gainsight instance and build reports on their customer success data in Tableau for fast discovery and analysis. This integration not only provides the customers an opportunity to leverage Tableau’s functionalities such as Advanced Visualizations, Collaboration and Ask Data but also allows you to join Gainsight data with other data sources in Tableau. 

Once the connection between Gainsight and Tableau is established, users can access all of the Gainsight objects and some important Salesforce objects like, Account, User, Case, etc. in Tableau.

This article describes how to connect Tableau to Gainsight data and build a report on Gainsight Data in Tableau.

Integrate Gainsight Data to Tableau

To pull Gainsight Data to Tableau:

  1. Open your Tableau Desktop account. 
    Note: You can integrate Gainsight with Tableau Desktop edition up to v2019 and also with Tableau Public edition.
  2. Navigate to Connect > To a Server. 
  3. Select Web Data Connector. Web Data Connector page appears.

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  1. Copy and paste this https://gateway.gainsightcloud.com/v1/public/tableau/wdc URL, in the Enter your web data connector URL here text box, and press the Enter key.

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  1. Click Login with Salesforce. Salesforce login page appears.
    Important: You can also Login to Salesforce by providing your Custom Domain name. If you have enabled SAML Authentication in your org, you will be navigated to the login page of SAML Authentication, and after your successful login, you automatically land on the Tableau Data Source page.
  2. Enter your Username and Password.
  3. Click Log In. Tableau Data Source page appears.

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Note: If you are setting-up Gainsight in Tableau for the first time, you must allow the required permissions as shown in the following image.

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After the connection is successful, in the Tableau data source page, you can see the following sections, Connections, Standard Connection and Table.

  • Connections: In this section, you can see the established Gainsight connection, if required, you can rename the connection name. You can also edit the connection, if you want to change the existing connection.
  • Standard Connection: In this section, you can see Gainsight application models namely Activity Timeline and Success Plan. These standard connections are prebuilt to address most of your reporting needs on those application models. These standard connections help reduce the user’s efforts in joining various objects.
    Important: Reports built on Gainsight applications can get you a maximum of past 6 months data. 
    Note: Standard Connection for CTA Group (Success Plan) would not work for NXT customers.
  • Table: In this section, you can see all the objects imported from Gainsight and few important Salesforce objects like, Account, User, Case, etc.
    Note: You can select the required objects and can join the date to build reports as per your business requirements. For detail information on joins, refer Join Your Data in Tableau.

    Important:                  
    • Standard Tables: You can see all the records for the reports built on User, Account and Company tables. And, the reports built on other tables (objects) apart from User, Account and Company display only the latest 180 days records, provided you apply a filter on the CreateDate field.
    • Custom Tables: Reports created on these tables display the latest 180 days records, provided you have a CreateDate field in the table and a filter is applied on it. And, if the custom table doesn't contain a CreateDate field, the report fetches 100K records only.

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For information on how to build Reports and Dashboards using Tableau, click here.

Create Sample Report in Tableau

You can build reports on any Gainsight Objects and Application Models (objects) available under Tables and Standard Connection sections respectively. For instance, you might want to report on Company object and see how many number of Companies are available in each Stage.

To create a sample report:

  1. Drag and drop the required object from Tables list to the Drag tables here screen. Here, the object is Company.
  2. Click Sheet 1.

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  1. Drag and drop the GSID field to the Columns section.
  2. Drag and drop the Stage field to the Rows section. 
  3. Change the aggregation of the GSID field to Count Distinct.
  4. Drag and drop the Stage field onto the Color button.

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From the above report, you can view the number of Companies that are available in each Stage.

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