Skip to main content
Gainsight Inc.

Customer 360: More Options

Common Customizations

Create additional sections in the Details Page

There are many more sections that can be added to the Details Page to increase the functionality of the Customer 360. These sections include:

  • Standard sections: these are available out-of-the-box with Gainsight, but can be modified by the Gainsight Admin (e.g. Summary, Attributes, etc.)
  • Related List sections: these display reports on a particular topic (e.g. Contacts, Opportunity, etc.)
  • Embedded Page sections: these embed VisualForce pages or URLs to display data from external sources (e.g. Salesforce Chatter, Box, etc.)

As part of Gainsight Essentials, 8 sections have already been configured in your instance. As you assess the needs of your organization, consider implementing additional sections, such as:

  • Success Plans - drive success with customers based on defined objectives and criteria
  • Surveys - view survey data collected using the NPS methodology
  • Sponsor Tracking - keep track of changes with your sponsors
  • Features - track entitlements, modules, or feature sets enabled for the customer
  • Relationships - model and manage your customer’s complex structures
  • Transactions - view your customer’s purchase history
  • Usage - view adoption metrics, milestones, etc.

For more information on how to do this, refer to Configure the Customer360 Details (C360) Page & Section Types.

15-Light-Bulb-icon.png
Best Practice Tip:

We generally recommend a maximum of 10-12 sections. Any more may impact performance and your ability to process all of the information.


15-Light-Bulb-icon.png
Best Practice Tip:

One way to reduce the number of sections is to nest multiple related reports into one Related List section, versus configuring a single report per section.

Configure scorecards

You can configure the Scorecard section of the Customer 360.

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

Configure fields from the Attributes section

You can add, edit, or remove fields from the Attributes section, and configure settings for each field, such as whether they are “Editable” or “Required”. Including the most relevant fields and ensuring that the right settings are applied will make it easier to maintain information regarding the account.

For more information on how to do this, refer to Configure Customer360 Attributes Section.

15-Light-Bulb-icon.png
Best Practice Tip:

The Attributes section can be very high-value if configured correctly, so it is worth investing the time to decide the best possible arrangement of fields.

Configure widgets and fields in the Summary section

You can configure the widgets and fields that show up in the Summary section. Since the Summary section is meant to be a quick snapshot of the customer, it should contain only the most important pieces of information.

For more information on how to do this, refer to Customer 360 Summary Section Configuration.

Create multiple layouts

You can create multiple Customer 360 layouts, each with its own sections, fields, reports, etc. This enables you to tailor your layouts to different accounts (by segment, stage, industry, etc.) and different users (executives vs. CSMs).

For more information on how to do this, refer to Create and Assign Multiple C360/R360 Layouts.

15-Light-Bulb-icon.png
Best Practice Tip:

A common use case for this is to create multiple layouts per segment. In general, we recommend creating a maximum of 3 different layouts.

Configure views for Related List sections

You can add, edit, or remove views for Related List sections, such as Contacts, Support, Opportunities, and Cockpit. This allows you to customize the options for displaying this data in these respective Customer 360 sections.

First, you need to build a report in Report Builder. For more information on how to do this, refer to the feature-specific guide on Reports & Dashboards. Next, you need to configure the Related List sections. For more information on how to do this, refer to Configure the Customer360 Details (C360) Page & Section Types.

Other Customizations

Create multiple Attributes sections

You can create multiple Attributes sections. This is useful if you have many important fields that you want to divide into different sections to make it easier for CSMs to view and edit these fields. For example, you can group all churn attributes together in a single section.

For more information on how to do this, refer to Configure Customer360 Attributes Section.

Configure customer search settings

You can configure custom search settings for the blue search bar in the top-right corner. The default setting is to only show Customer Info > Name (the name of the account) when performing a search, but you can also show fields such as Status or CSM, which help to quickly distinguish accounts.

For more information on how to do this, refer to Configure the Customer360 Details (C360) Page & Section Types.

15-Light-Bulb-icon.png
Best Practice Tip:

A common use case is to add “CSM Name”, so that you can 1) quickly look up the CSM of an account, and 2) pull up the accounts owned by a particular CSM.

Configure customer tags

You can configure customer tags, which are used to group “like” customers together to define a unique cohort or segmentation, especially when it may not be practical or possible to add a new field to Salesforce (e.g. participants at a certain event).

For more information on how to do this, refer to Configuring Customer Tags.

  • Was this article helpful?