Skip to main content
Gainsight Inc.

Share Success Plan

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.

Not sure what your team is using? Click here.

 

This article explains CSMs how to share a Success Plan with internal users and/or People (External) through email.

Overview

Success Plans help CSMs collaborate directly with Users (internal) and People (External). A CSM can assign Objective CTAs/Tasks, share the plan and assign permissions to internal users and People (External), so that they can directly make changes in the Success Plan using the shared link.

Whenever a Success Plan is shared with Users, by default, all the Objective CTAs are displayed to the Users, with Edit All Objectives permissions set.

Notes:

  • People (External) here refers to the person records stored in the Person object model.
  • Users/Users (internal) here refers to the users within the company.
  • Person here refers to both People (External) and Users.

IMPORTANT:

  • Viewer and Viewer + Analytics licensed users can only see the Success Plans in the C360 page (even if the plans are shared in edit mode). They cannot access the Success Plans page from the left navigation pane.
  • For the newly added Person in Gainsight, it might take upto 24 hours before Success Plans can be shared with them.

Example Business Use Cases:

  • In the Onboarding process, Success Plans can be used to track all the tasks that need to be completed. Some of the tasks during onboarding might be owned by your customers such as conducting a training session or collecting feedback from the CSM team.
  • With the Success Plans, you can review and finalize a Project Plan (created by you) with your customers, who can provide their feedback or details such as Due Date of the tasks they own.

Prerequisites

  • For sharing a Success Plan with Users (internal users), the recipient must be added into the User object and must have a Viewer, Viewer+ Analytics, or Full license type with Gainsight. Internal Collaborator licensed users are not permitted for sharing. By default, all the newly created Success Plans are marked external. For more information on how a user can be added, refer to the Gainsight User Object article. 
  • To share a Success Plan with a Person (External), the recipient must already be added as a person associated with a Company in Gainsight.
  • To collaborate with customers using Success Plans, ensure that your admin has turned ON the following toggles from Administration > Success Plan > Global tab > Sharing and Security Settings:
    • Allow editing of Success Plans when shared: To share a Success Plan in Edit mode.
    • Allow Persons to own Objectives: To assign Objective CTAs/Tasks in a Success Plan to People (External).

For more information on how admins can enable these toggles, refer to the Configure Success Plan for Sharing article.

Assign Objective CTAs/Tasks

To assign Objective CTAs/Tasks to Users or People (External):

  1. Navigate to Success Plans from the left navigation pane or C360 > Success Plan section.
  2. Click the Name of the Success Plan.

pasted image 0.png

  1. Click the Objectives tab.
  2. Click the Name of the Objective CTA.
  3. In the Details tab, enter the User/People (External) name in the Owner field and click on the name to assign the Objective CTAs/Task. The Objective CTA is assigned to the Person (external).

Notes: Similarly, you can assign Objective CTAs/Tasks to People (External) only from the C360 > Success Plan but not from the Cockpit list view page.

Share Success Plan

To share a Success Plan:

  1. Navigate to Success Plans from the left navigation pane or C360 > Success Plan section.
  2. Click the Name of the Success Plan.

png;base642c306955c24f419f.png

  1. Click the Share icon on the top right corner of the Success Plans > Plan Info page. The Share Plan window appears.

      Note: Share icon is available on all tabs inside the Success Plan detail view page.

pasted image 0 (1).png

  1. In the search box, enter the Person name to whom you want to share the plan, and click on the Name to add them to the recipient list.

pasted image 0 (2).png

  1. Select the Exclude Tasks checkbox, to exclude the tasks in the Objective CTAs in the shared output.

      Note: Exclude Tasks checkbox is available for both Users and People list separately:

  • When you select the Exclude Tasks checkbox, the tasks in the Objective CTAs are not shown to all the persons in the People (External). The same functionality applies to Users as well.
  • When you assign a Task to People (External), the corresponding Objective CTA is also shown.

pasted image 0 (3).png

  1. Set permissions on the Success Plan that you want to share with People (External). Select the required option from the Permissions dropdown list. The following are the available permission options:
  • Edit All Objectives: Edit all the Objective CTAs in the Success Plan.
  • View All & Edit Objectives owned: View all the Objective CTAs and edit the Objective CTAs they owned by the Person.
  • Edit Only Objectives Owned: Edit the Objective CTAs they owned by the Person.
  • View All & Edit Externally Shared Objectives: View all the Objective CTAs and edit only the Objective CTAs that are externally shared.
  • Edit Only Externally Shared Objectives: Edit only the Objective CTAs that are externally shared.
  • View All Objectives: View all the Objective CTAs in the read-only mode.
  • View Only Externally Shared Objectives: Only view the Objective CTAs that are externally shared.
  • View Only Owned Objectives: Only view the Objective CTAs owned by the Person.

permissions.png

Re-share Success Plan

For instance, assume that you have already shared a success plan with a user, and after a few days for some reason, you want to share the same plan again with the same user and other users as well.

Note: This functionality is applicable to both Users and People (External).

To re-share a Success Plan:

  1. Navigate to the Success Plan > Share Plan page or C360 > Success Plan section.
  2. In the Search box, enter the name of the new person and select the person from the search results.
  3. Click on the Profile Picture to select the new person.
    Note: The previous person with whom you have shared previously, is automatically selected.
  4. Click Preview invite & Send. The Preview Invite Page is displayed.
  5. Click Send.

Preview Success Plan

To preview the Success Plan that you want to share:

  1. Navigate to the Success Plans page from the left navigation bar.
  2. Click the Name of the respective Success Plan.

png;base642c306955c24f419f (1).png

  1. Click the Share icon on the top right corner of the Success Plan > Plan Info page. The Share Plan window appears.

pasted image 0 (4).png

  1. Click Preview Success Plan. The <<Success Plan Name>> page is displayed in another browser tab, which displays how a success plan appears to the Persons after it is shared.

pasted image 0 (5).png

  1. Click the Objectives tab.
  2. Click on the Name of the Objective CTA to preview.

pasted image 0 (6).png

  1. To see what all Success Plans are shared with a Person, select a person from the Previewing As dropdown list.

pasted image 0 (7).png

  1. Click an Objective CTA and verify the permissions. Based on the permissions set, an Eye/Pencil icon is available for each field in the Objective CTA’s Details tab.

Notes:

  • Eye Icon: Represents that Objective CTAs/tasks can be viewed but not editable.
  • Pencil Icon: Represents that Objective CTAs/Tasks are editable.

pasted image 0 (8).png

Note: The TIMELINE tab is not available for externally shared Success Plans.

  1. Navigate back to the Share Plan window and click Preview Invite & Send. The Preview Invite window appears.

pasted image 0 (9).png

  1. Edit the subject and the body of the email, if required.
    Note: By default, the format of the Subject Name is: <Success Plan Name> for <Company Name>.
  2. Click Send. An email is sent to the persons with whom you have shared the plan.

pasted image 0 (10).png

The following images show how the email notification appears to the People (External)/user, in OTP Enabled and Disabled mode.

Email Notification for OTP enabled

pasted image 0 (11).png

Email Notification for OTP disabled

pasted image 0 (12).png

Icons and Descriptions

Icons/Tags Description
EXT Indicates that sharing has been enabled for People (External) (in addition to internal users)
INT Indicates that sharing has been enabled only for internal users
pasted image 0 (13).png Enables you to share plan with users or contacts

View Success Plan

When the Success Plan is shared, a notification is sent to the recipient's email address. The email notification includes a link expiration date and One Time Password (OTP) verification. Recipients must perform the following steps to access the Success Plan:

  1. Click the Click here to view button in the email notification.

pasted image 0 (14).png

Notes:

  • When recipients click the Click here to view button to access a link that has been revoked, they are asked to contact the people who shared the link to request a valid link.
  • In case the link is expired or OTP access is invalid, the same message is displayed.
  • In both the cases mentioned above, the recipients must contact the person (CSM/AM) who shared the link.
  • If the admin did not enable the OTP option, CSMs can share the Success Plan as a link. They can either forward the email that you have received or you can also copy the URL and send it through email and email assist.
  1. Click SEND to send an OTP to the registered email id.
  2. If you do not receive the OTP, click RESEND.
    Note: The OTP is valid for five minutes. If it expires, you must send a request to the CSM/AM to share the Success Plan again.

pasted image 0 (15).png

IMPORTANT: This OTP is time sensitive and expires in case of repeated unsuccessful attempts. Recipients need to re-initiate the access request in case the OTP expires.

  1. In the One Time Password Verification pop up, enter the OTP to access the link.

pasted image 0 (17).png

  1. Click VALIDATE. The shared Success Plan is displayed.

pasted image 0 (18).png

  • To revoke the access of a person to the Success Plan that has already been shared, navigate to the Share Plan page, click the three dots menu and click Revoke People (External)/User.

pasted image 0 (19).png

Warning and Error Messages

The following warning error messages are displayed on the UI, when there are unsaved changes on the Share Plan screen.

  • Assume, while sharing a Success Plan, you might have added few users/People (External) and missed out on sending the invitations and closed the window. In this scenario, you will see the following message on the screen.
    pasted image 0 (20).png

Additional Resources

For more information on Success Plans, refer to the following articles: