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Gainsight Inc.

Customer 360: Getting Started

The Customer 360 consists of two main tabs: the Details Page and the Timeline View.

The Details Page is the core of the Customer 360. It consists of various sections that provide you with different types of information regarding the customer. As part of Gainsight Essentials, we have configured the following 8 sections (though more sections are available):

  • Summary - quick snapshot of the most important information
  • Attributes - data from the Salesforce Account (or Gainsight’s Customer Info record)
  • Contacts - data from Salesforce Contacts
  • Support - data on support cases
  • Scorecard - customer health scores
  • Opportunity - data from Salesforce Opportunities
  • Cockpit - CTAs for the customer
  • Account Hierarchy - important information broken down by account structure

The Timeline View allows you to log and view activities that help you track customer interactions over the course of a customer’s lifecycle. For more information on Timeline, refer to the feature-specific guide on Timeline.

In addition to these two tabs, you can also use the top banner to follow the account, enable scrolling, export information, use Shared 360, or go directly to the Salesforce Account, Opportunities, or Contacts.

Below is a description of each section of the Details Page based on the standard configuration. For more information regarding your organization’s specific instance of Gainsight, please contact your Gainsight Admin.

Summary

The Summary section provides a quick snapshot of the customer’s most important information. In the standard configuration, there are 6 widgets and 6 fields in this section (these are customizable by the Gainsight Admin), as well as sections for Tags and Comments:

  • Widgets:
    • Stage - current stage in customer lifecycle
    • Health Score - current overall health score in Scorecard
    • Users - number of active users
    • NPS - current NPS score
    • Open CTAs - number of open CTAs by type
    • Open Cases - number of open support cases
  • Fields:
    • Status - current account status (Active, Inactive, or Churn)
    • Industry - industry (Salesforce field)
    • ASV/ARR - Average Sale Value or Annual Recurring Revenue
    • Orig. Contr. Date - start date of contract
    • Renewal Date - end date of contract
    • Lifetime in Months - total tenure in months

You can use the Summary section to:

  • Get a holistic view of a customer’s Health Score, NPS, etc.
  • Remind yourself of a customer’s ARR, Renewal Date, etc.
  • Update the Status, Stage, or Comments of a customer
  • Add tags to help categorize a customer

Attributes

The Attributes section allows you to view and edit important data from the Salesforce Account record or Gainsight’s Customer Info record.

You can use the Attributes section to:

  • View account data, such as Billing Address, Time Zone, etc.
  • Update account data, such as CSM, Segment, etc.

Contacts

The Contacts section displays and gives you quick access to your Salesforce contacts.

You can use the Contacts section to:

  • View all of the contacts with a customer
  • Examine and export various views of the customer’s contacts
  • Link to Salesforce to quickly add, view, or edit a contact

Support

The Support section allows you to access data on support cases. In the standard configuration, there is a view for “All Cases” that allows you to see all support cases ever logged, and “Open Cases” that allows you to focus on the open cases only.

You can use the Support section to:

  • View all support cases ever logged for a customer
  • View open support cases with a customer
  • Export reports of a customer’s support cases
  • Link to Salesforce to quickly add, view, or edit a support case

Scorecard

The Scorecard section allows you to track customer health over time for both qualitative and quantitative metrics.

You can use the Scorecard section to:

  • Get a sense of a customer’s overall health or health in specific categories
  • Observe score trends over time
  • Edit manual scores and make score-specific notes

For more information on Scorecards, refer to the feature-specific guide on Scorecards.

Opportunity

The Opportunity section allows you to access data on Salesforce Opportunities. In the standard configuration, there is a view for “All Opportunities” that allows you to see all Opportunities, and “Open Opportunities” that allows you to focus on the open Opportunities only.

You can use the Opportunity section to:

  • View all Opportunities ever logged for a customer
  • View open Opportunities with a customer
  • Export reports of a customer’s Opportunities
  • Link to Salesforce to quickly add, view, or edit a Opportunity

Cockpit

The Cockpit section allows you to access all of your CTAs with a particular customer. In the standard configuration, there is a view for “All CTAs” that allows you to see all CTAs, as well as “Open CTAs” and “Closed CTAs” to see CTAs with those statuses only.

You can use the Cockpit section to:

  • Create a new CTA for a customer
  • View all CTAs, or just open or closed CTAs, for a customer
  • Mark CTAs as Closed Success and/or Important, and mark Tasks as Completed
  • Search, view, edit, and delete Timeline Activity drafts for a customer
  • Open the detail views for CTAs or Tasks

For more information on Cockpit, refer to the feature-specific guide on Cockpit.

Account Hierarchy

The Account Hierarchy section allows you to view important information broken down by parent/child account structures, such as teams, business units, geographies, etc.

You can use the Account Hierarchy section to:

  • View ARR, Renewal Date, etc. by account structure, individually or rolled up
  • Filter on account structures and values
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