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 explains admins on how to create a basic report for their business needs, using the Report Builder.
The Report Builder feature allows you to create reports on Salesforce and Gainsight Objects. Visualize the data in a variety of table and chart formats and add them to the Dashboards.
IMPORTANT: Once the Reporting is Generally Available for all customers, you can integrate these reports and dashboards with other features in Gainsight, such as C/R360, Email Assist, etc.
Create New Report
To create a new report:
- Navigate to Administration > Report Builder (BETA). The existing list of reports appears.
Note: Edit any of the reports by clicking the existing report. For more information, refer to the Reports List View and Settings article.
- Click Create Report. The Untitled Report page appears, where you can see the following options:
Select Object and Fields
To select Object and Fields:
From the Select Object dropdown list, select the Data Source. Here, Matrix Data source is selected, and once selected the data source will display all the Gainsight objects.
Select or search the required object. All the fields from the selected object will be displayed in the Fields section.
Enter the field name in the Fields Search bar or scroll down to view the fields.
- Drag and drop the required fields from the Fields section to Show Me and Group By.
Most commonly used objects:
Company: General customer information, including onboarding stage, number of employees, ARR, Current Score, Industry, Company Type, Renewal Date, Original Contract Date, etc.
Activity Timeline: Subject, Activity Type Name, Activity ID, Activity Date, etc.
Company Person: General attributes of the person in association, including the status of a person, GSID, Role, etc.
NPS Survey Response: Responded Date, Score Type, NPS Score, etc.
- Call to Action: For customized CTA reason/status/type reporting (Call to Action ID is a unique identifier for each CTA)
For detailed description on all Objects, refer to the Gainsight Object Glossary article.
The following options are available for the fields added to Show Me:
Click the Settings/Gear icon next to the field label to update Field Display Name, Decimal Places, Column Calculations and Numeric Summarization.
Hover on the field to see the changes made on the field.
For Aggregated Reports, select the required Aggregation by clicking the Aggregation type dropdown list.
- Click X, to remove a field from Show Me.
Based on object selection, you will see all of the fields and lookup fields associated with that object.
- Fields added to Show Me can be reordered by dragging and dropping.
Lookup Fields: A lookup relationship is used to combine the fields from multiple objects based on a common field. For instance, in order to build a report on the Activity Timeline object to contain the ARR of the company, click + on GS Company Id and select the ARR.
Here, the objects Activity Timeline and Company are joined via the GS Company Id field which looks up to Company.
When users type in the Field name, the search functionality fetches the fields from the base object. To further extend your search on lookup objects, ensure that you expand the lookup object before you make a search.
Row Grouping: For dimension type fields added to Show Me, you can see an additional option called Row Grouping. Row Grouping in Reporting allows to visually group the rows/records in a report by a dimension type field without aggregating all of the other fields. For more information, refer to the Row Grouping section.
To slice and dice or segment the data in a report, add a field to Group By. A maximum of 10 fields can be added to Group By. A field will have to be considered Groupable by Salesforce and in MDA in order to use it in the Group By section. If a field is not added to the Group By section, you can only view the data in a table.
Once you add a field to the Group By section, all the fields in Show Me will get aggregated.
Drag and drop the fields from Show Me to Group By.
Hover on the field to view the details.
The following data types cannot be added to the Group By section:
- Rich Text Area
- Measures (Number, Currency, and Percentage, etc.)
Click the Settings/Gear icon next to the field label, to see the following options:
- Field Display Name: The Field Display Name is the label that appears on your report. You can change the display name as per your choice.
- Configure Aliases
- Row Grouping
- Summarize By (⮟)
Pivot Report helps you quickly summarize large amounts of data. The pivot option is seen only when you have a minimum of two fields in the Group By section. And, you can apply pivot only on one field at a time. For more information on how to apply Pivot, refer to the Pivot section in the Advanced Report Settings article.
Aliases allows the renaming or customizing of your labels in the chart visualizations. For example, when you are sharing a report with your director, and your director may not be aware of the jargon used in the report. To make the charts/reports more contextual, you can rename labels in the reports. For more information on how to Configure Aliases in Reports, refer to the Configure Aliases in Reports article.
Row Grouping allows you to visually group the rows/records in a report by a dimension type field, without aggregating all the other fields. Enable row grouping on the String, Boolean, Picklist and Date data types. For more information on Row Grouping, refer to the Row Grouping section in the Advanced Report Settings article.
Summarize By (⮟)
In the Group By section, when you group by Date or Date Time field, click ⮟ next to the setting icon to summarize by Day, Week, Month, Quarter, Year and Fiscal Year/Fiscal Quarter.
Apart from the below listed objects, you can summarize the date fields by Day, Week, Month, Quarter, Year and Fiscal Year/Fiscal Quarter across all of the Gainsight application areas.
- Email Logs
- Email Raw Events
- Unsubscribed Emails
Fiscal Year: Filter the date field/time series data by Fiscal Year/Fiscal Quarter and summarize this data by Fiscal Year/Fiscal Quarter. The Fiscal Year label on the report displays either the Starting Year or Ending Year, based on the settings defined by your admin in the Application Settings page. For more information on Fiscal Year settings, refer to the Application Settings article.
IMPORTANT: While building reports on Gainsight objects, Gainsight honors the Standard Fiscal Year Settings defined in Application Settings.
Add Formula Field
Use Formula Fields in reporting to instantly create a formula field on Gainsight objects, based on your business needs. The Formula Fields created in a report can be consumed in other functionalities of Gainsight, including Dashboards, C360/R360, Success Snapshots, etc.
Currently, in Gainsight, you can also create Formula Fields from Rules Engine and Data Management, and use them in reports.
Note: You can also apply Filters using the newly created Formula Fields.
To Run a Report, click Run Report or click on any available visualization icon on the right side. If you click Run Report, by default data is displayed in a table type visualization.
The following options are available in the Tabular Reports:
Search: Type in the keyword and search for any record within the report, and you can also apply search filters based on your requirement.
Sort: you can sort for any column in the report.
Maximize: View the tabular report in a full screen view by clicking the Maximize icon.
- Settings: Click the Settings/Gear icon on the upper left corner of the report to apply the Grid Settings. In Grid Settings, you can configure the following:
- Grid Options: Enable or disable the First Column Freeze and/or Text Wrap.
- Ranking & Sorting: Configure the Ranking and Sorting options as required. For more information on Ranking and Sorting, refer to the Advanced Report Settings article.
- Refresh: clears all the applied sort and search filters.
- Pagination: If there are too many records, use the pagination tool to navigate through different pages and view multiple records, in a set of 50, 100 or 200 on a single page, based on your selection.
Visualization types are dependent on the number of fields added to Show Me and Group By. To select a visualization, hover to the right of the screen and select the required visualization type from the following options.
- Stacked Bar
- Stacked Column
- Column Line
- Heat Map
- Packed Bubble
- KPI Widget
Apart from Table type visualization, you can see the Chart Editor option for all types of visualizations and Chart Settings differ from one type of visualization to another. For more information on Chart Editor and Chart Settings, refer to the Chart Settings and Chart Editor article.
The following image describes the combination of Show Me and Group By fields required in a report, to generate each of the above mentioned visualizations.
Note: Graphical reports honor the custom colors, colors configured on Gainsight picklist items, and scorecard colors.
In the Report Builder, you can see two types of filters:
- Add Filters on Fields
- Add Filters on Measures
Add Filters on Fields
Allows you to filter the data on the fields from the selected object.
To apply filters on fields:
Click Add Filters on Fields. The Configure Report Filters window appears, click the Filter on Field tab to apply filters on a field.
Click Add Filter.
From the Field dropdown list, select the required field (fields from selected source object).
From the Input Type dropdown list, choose either Value or Field. If you choose Field, you can select a Target Field.
From the Operator dropdown list, select the required operator.
If Value is chosen as input type, enter the required value in the Value text box.
If Field is chosen as input type, from the Target Field dropdown list. select a target field.
Filter by Custom, Calendar or Fiscal Year: In the Report Builder, when you filter on date fields, you can set a custom date, select calendar year, month or week or fiscal quarter or fiscal year from the dropdown list of your choice.
Select the Checkbox next to the Value/Target Field to include Null values.
- Click Save.
Add Filters on Measures
Allows you to filter the data on aggregated fields (fields in Show Me).
To apply filters on measures:
Click Add Filters on Measures. The Configure Report Filters window appears, click on the Filter on Measure tab to apply filters on a measure field.
Click Add Filter.
From the Field dropdown list, select the required aggregated field.
From the Operator dropdown list, select the required operator.
Input the data in the Value text box.
Select the Checkbox next to the Value text box to include Null values.
- Click Save.
Locked Filters: Filter value remains fixed and cannot be changed in the consumption area such as Dashboards page. Click the lock icon to lock the filter.
Unlocked Filter: The value can be changed in the consumption area such as Dashboards. Leave filters unlocked to allow end users to change the value.
Add more filters by clicking the + icon next to the Value text box.
Delete a filter by clicking the x icon.
Add advance filters such as (A OR B) AND C, type in your desired expression in the Advanced Logic text box.
If there are no fields in the Group By, filters on measures cannot be applied.
By default all filters are unlocked.
If you are using dates in the filters, place them first to optimize the query.
If you are using the operators 'contains' or 'equals,' place them last in the filters.
Contains Operator can be applied only on the following data types: String, Email and URL.
If you delete a filter, the advanced logic is reset to AND.
New, Save, Clone, Share Reports and Download Data
In the Report Builder, the following options are available:
New Report: Clicking New Report allows you to create a new report. However, if you have already started building a report, you will lose the settings if you click New Report.
- Save Report: Clicking SAVE save the report to the report Repository.
To save a new report:
Click Save Report.
Enter the Report Name. This is the name that appears in the Repository, as well as in any menus or screens where the report is displayed.
Limitation: To create multiple reports with the same report name, use some additional prefix or suffix text and then save the report.
Select Folder: Select the folder in which you want to add the report, if the folder is already created in the Reports Listing page (or) By default, the report will be saved in the Uncategorized folder.
Enter the Description of the report, if required.
- Click SAVE.
Clone Report: Clicking Clone Report allows you to clone the selected report.
Download Data: allows you to download the report data as an Excel file.
- Download Image: You can download (except Table) the selected visualization view as an Image.
Note: Download Data and Download Image options are not available if you disable the Download Report Data options in the General Settings page.
- Share Report: allows you to share the specific report to selected users. You can also revoke user access to the shared report.
To share a report:
- Click Share Report.
- Navigate to Share tab.
- Type-in and select the user in the Choose Users text box, you wish to share the report with.
Note: The user must be added as a GS user into the GS User object (in MDA). If you don’t see a user, reach out to your admin to add the recipient as a GS user.
- Enter the Subject as required.
- Enter the Note, if required.
- Select either EXCEL or LINK from the Share as dropdown list.
- EXCEL: Report data is shared as an Excel file with the selected user.
- LINK: Report is shared as a Link with the selected user.
To share a report through Link, configure the following:
- Select Domain to send the link. For more information on how to set up a Domain, refer to the Setup a Gainsight Domain article.
- Select the Enable OTP Verification checkbox, if you want users to access the report link through OTP.
- Select the Disable Download checkbox, if you want to restrict users to download the data.
- Select the required Share Type, either Share now or Schedule.
- Share now: allows you to share the report immediately.
Note: If you select Link as Share as option, you can set the expiry date for the link.
- Schedule: Schedule the share either Daily or Weekly or Monthly.
- Daily: Share the report either Every Weekday (Mon - Fri) or Everyday.
- Weekly: Select the preferred day in a week to share the report on a weekly basis.
- Monthly: Select a preferable Date or Day in a month to schedule a share on a monthly basis.
To schedule a report sharing:
- Select either Daily or Weekly or Monthly.
- Select the Start Date and End Date.
- Set the time in the Select Time text box.
- Set the required Time Zone from the Select Time Zone dropdown list.
- Click Share.
To manage the shared report:
- Click Share Report.
- Navigate to Manage tab. You can see all the details of the shared report (shared through link).
- Click Context Menu, to perform the following actions:
- Edit: allows you to edit the settings of the shared report.
- Delete: allows you to revoke the user access to the shared report.
- Click Share.
Add Reports to the Dashboard
At this point, your report is only visible here in the Report Builder. However, reports can be added to the Dashboards. For information on how to create and edit Dashboards, refer to the Configure Dashboards article in the Additional Resources section at the end of this article.
Reports from the Report Builder will have the following options at run time:
- Add a new Filter or Modify unlocked Filter
- Modify visualization
- Change chart options
Only the operator and value can be changed of Unlocked filters while accessing these reports on dashboards. All the above changes made in Dashboards page are saved for individual users.
Create New Report on Salesforce Objects
Gainsight NXT in Salesforce CRMContent in this section supports Gainsight NXT accessing through Salesforce Login. To learn more about Gainsight NXT in Salesforce, click here.
- Click here to expand for more information on how to create a New Report on Salesforce Objects
If a Salesforce connection is established in your org, you can see the Salesforce objects under Select Object dropdown list, and create reports on those objects.
Most commonly used Salesforce objects:
- Account: general customer information, including number of employees, Current Score, Industry, Account Type, Renewal Date, Original Contract Date, etc.
- Contact: Account ID, Account ID Name, Email, etc.
- Case: Case Type, Case Origin, Case Reason, etc.