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Gainsight Inc.

Share Success Plan FAQs

Gainsight NXT

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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What are Externally Shared Objective CTAs in Success Plans?

In a Success Plan, the Objective CTAs that are marked for external sharing are Externally Shared Objectives. When a success Plan is marked for external sharing, all the corresponding Objective CTAs are also marked for external sharing. However, you can uncheck this option in the individual Objective CTAs to mark those Objective CTAs for internal sharing only. By default, all the newly created success plans are marked for external sharing.

Can I externally share a Success Plan in Draft mode?

Yes, you can share a Success Plan in Draft state via external sharing.

I have newly added a person record to the Person object model, how long does it take for me to share a Success Plan with that particular person?

For the newly added persons/People(External), it might take upto 24hrs before Success Plans can be shared with them.

For Sharing a Success Plan with People (External), is it mandatory to have the First Name, Last Name and Email ID of the person in the Person object model?

First Name, Last Name and Email ID of a person are mandatory to share a Success Plan. Ensure that you enter First Name, Last Name and Email ID, while creating a person record.

When a task is assigned to People (External), what is the behavior on the Objective CTA?

When a task in an objective CTA is owned by People (External), they can also view the objective CTA to which the task belongs to.

I have revoked access to the Success Plan that has been shared with People (External), what is the behavior now?

The person//People(External) cannot view/edit the Success Plan. CSM has to assign permissions to access it again.

When I share 360 with People (External), what permissions are applied on Objective CTAs in Success Plans?

The persons/People (external) can just see the objective CTAs in read-only mode.

What actions does People (External) or Persons can/cannot perform on the shared Success Plan?

The following table explains the differences of the access for external user and Persons:

User Type Page/tab in Gainsight Can be edited Can not be Edited

 

 

 

 

 

 

 

External User

 

Plan Info

  • SP name
  • all the custom editable fields
  • Status in header
  • Due date
  • Owner
  • More option will be disabled

 

 

Objective tabs

  • Objective CTA name
  • Mark important
  • Status
  • Priority
  • Category
  • Editable custom fields in the layout
  • More option will be disabled
  • Due date
  • Owner
  • Associate person

 

Task

  • Status
  • Priority
  • Task name
  • Editable field
  • Owner
  • Due date
  • More option
  • Associate person
  • Validate email -option will be disabled

 

 

 

 

 

Person

 

 

Objective tabs

  • Objective CTA name
  • Mark important
  • Status
  • Priority
  • Category
  • Editable custom fields in the layout
  • More option will be disabled
  • Due date
  • Owner
  • Associate person

 

Task

  • Status
  • Priority
  • Task name
  • Editable field
  • Owner
  • Due date
  • More option
  • Associate person
  • Validate email -option will be disabled

How will the users with Viewer license see the Success Plans shared in Edit mode?

Users who have viewer license can only see the plans and cannot edit, even if the plans are shared in edit mode.

How Search Field Configuration works while assigning an Objective CTA/task to People (External)?

The search results are categorized into 2 sections, namely Users and People (External). When you search for people (external), the additional fields are displayed in the search results, based on the search fields configured in the Admin > CTA> COMPANY > Associate Persons section.

Note: If the toggle for Associate Persons is not enabled, the system honors the default search field configuration, which is: [Name, Email, First Name, Last name].

How Search Field Configuration works while sharing a Success Plan to People (External)?

The search field configuration for sharing a success plan with people (external) is not based on Associate Persons configuration, the search fields here are fixed namely: Name, Email, First Name, and Last name.

Can I access the Success Plans in C360 if I have a Viewer+ Analytics license?

Yes, you can access Success Plans in C360 but you cannot access the dedicated page for Success Plans.

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