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Gainsight Inc.

Voice of the Customer Onboarding: Install Gainsight and Configure

Overview:

The Gainsight application is written on the Salesforce force.com platform, and installs into your current Salesforce instance. Someone with a full salesforce administrator profile must install and initialize Gainsight.

Install Gainsight From AppExchange

Overview:

Navigate to Salesforce’s AppExchange and download Gainsight. Someone with a full Salesforce administrator profile must install and initialize Gainsight.

Best Practices:

  • When installing Gainsight, the Salesforce users who will be assigned Gainsight licenses will need to be granted Salesforce-level permissions along with the licenses.
  • Although the Salesforce Admin has the option to permission entire profiles (or even every Salesforce user), Gainsight recommends enabling for Admins only during installation.
  • Permission sets are then used to grant permissions to only the appropriate Salesforce users regardless of user profile. See below, Gainsight & SFDC Permission Sets for further detail.

Access AppExchange

Search for Gainsight

  • Search for Gainsight
  • Click “Get it Now”
  • Choose to Log in to the AppExchange and use your Salesforce credentials

Choose Org Type

Choose to:

  • Install in Production, OR
  • Install in Sandbox

Review what you are installing and where you are installing

  • Check the box to agree to the terms and conditions
  • Click Confirm and Install

Package Password

Enter the package password (your Project Manager should have provided you with this; please reach out to that person if necessary), and select the appropriate option from the ones described below; then click Install.  

There are 3 options to choose from when determining the security level that will be used during installation and when upgrading to new versions of Gainsight:

  1. Grant Access to Admins Only - Users with your profile get full access This is the Gainsight recommended option. Use this option if you want all SF Admins to have full access to Gainsight, in the event a Gainsight License is assigned to that user. When you’re ready to give other users access, you will do so by editing the profile or assigning permission sets.
  2. Grant Access to All Users - All internal custom profiles get full access This is not recommended by Gainsight. Use this option if you want all users who are assigned to a custom profile to have full access to Gainsight, in the event a Gainsight License is assigned to that user.
  3. Select Security Settings - User access set by profile Not recommended for most packages; discuss with your Gainsight representative.

Configure Gainsight

  • At the top of Salesforce, click your name and choose Setup.
  • On the left side under App Setup, click Installed Packages.
  • Next to Gainsight CSM, click Configure.

  • Click Initialize

  • After the below screen appears, close the screen.

Assign Gainsight Licenses to Salesforce Users

(Note: This step is not necessary in Sandbox)

Purpose:  This section will walk you through how to assign a Gainsight License to a Salesforce User.

Important: Once Gainsight is installed, we need to activate your licenses. Please email your SFDC production ID to support@gainsight.com to request license activation.

To assign Gainsight licenses you will:

  • Click on Setup in the top right
  • Type Install in the quick find and click on Installed Packaged under App Setup
  • Next to Gainsight CSM, click Manage License

By default, the user who installed Gainsight is assigned a license. This screen shows the number of Allowed Licenses and number of Used Licenses. Click Add Users to assign the remaining licenses.

  • Check the names of the users you want to assign.
  • Click Add

Notes:

  • Admins may also need to add permission sets for some users in order for them to see the Gainsight app in their salesforce.com menu.
  • If your organization uses the Gainsight Survey module, and creates a survey site in Salesforce, a license will be assigned to the survey user. This license is used only for survey site setup and does not have an associated cost. The survey license will, however, be added to your organization's total number of purchased licenses on the Gainsight Licenses page.

Authorize Gainsight Integrations

Resource to complete Step B: Salesforce Administrator

Overview:

You will leverage Gainsight’s powerful Rules Engine to move data into the Gainsight object structure, and evaluate positive and negative trends in behavior.  As part of your implementation you will also learn how to use Gainsight’s CoPilot Email Service or your existing Marketo implementation to easily communicate with key contacts. The first step to leveraging these tools is to authorize the Integrations to connect to your Gainsight instance in Salesforce.

Best Practice:

The Salesforce User authorizing your integrations will need access to all Objects and Fields that may be used or referenced in Gainsight. If your organization has a systems or integrations user already provisioned in Salesforce, which will never expire and has a System Administrator Profile, we would recommend using that User to authorize the Gainsight integrations.    

Check the boxes for MDA Settings

Before you begin the data integration step please ensure that the Matrix Data Architecture Settings are checked as shown below. You can access this page by navigating to the Administration tab within Gainsight. (NOTE: If you don’t see the Administration tab, at the top of your instance, you can click the “+” button and find “Administration” there. You can also customize your tabs in that view, as shown below.)

Navigate to Administration > Operations > MDA Services. The MDA settings will be at the bottom of the page. Please check 'Matrix Data Architecture Configuration.’

Authorize MDA Platform

Navigate back to the Administration tab. Now click on the “Connectors” page, located under the Operations subheader as shown below. This will take you to the Integrations tab.

If you are experiencing issues with this page loading, please contact Gainsight Support (support@gainsight.com).

Once in the Integration/Connectors tab, activate the Authorize MDA switch. Then authorize Gainsight MDA to use your Salesforce data by clicking on "Authorize".

Click “Allow.”

Click “Close” when the window below displays:

Once Gainsight Matrix Data Platform is authorized, you will have the option to turn on and configure the following:

MDA Storage Limits

General data storage limitations:

  1. 30 GB limit of total MDA storage
  2. 10 GB or 100 million records (either) is the limit per MDA object (Subject area)
  3. 1 million events per day

If you are concerned about exceeding any of these limits, please contact support@gainsight.com.

Regarding data purges: This can occur if the maximum data storage is reached, but it will only occur after a member of our team informs you that you have reached the limit, and we'll discuss how the purge could occur.

Verify OAuth Authorization

  1. Go to the Salesforce Setup menu
  2. In Search, type "oa"
  3. Under Administration Setup > Manage Apps, click Connected Apps OAuth Usage

Confirm the Gainsight App is listed and click on the User Count number.

From here, you can see who authorized the app and when.

Verify Gainsight Email Activation

This section will walk you through how to verify that Gainsight Email has been turned on in your environment. The process involves starting to create a survey in Gainsight, and then deleting it.

  1. Go to the Survey tab
  2. Click + Create Survey
  3. Give the survey a name
  4. Click Create

Choose email service

Under Email Service, verify you have the option to choose Gainsight email service and select it.

Delete test survey

Click on the arrow next to the survey name.

  1. Click the blue triangle at the bottom of the survey card
  2. Click Delete

Create and Assign Permission Sets

Resource to complete Step C: Salesforce Administrator

Overview:

The Gainsight admin, Gainsight standard, JBCXM_GS_Permission, Gainsight Limited, and Gainsight Special permission sets allow control over the visibility of Gainsight objects within Salesforce. These permission sets are included in the Gainsight managed package.

  • Gainsight Admin - This permissions set gives access to all Gainsight Objects (ViewAll, ModifyAll), Apex Classes and Visualforce Pages.
  • JBCXM GS Permission - Used to give access to Gainsight objects that have a master detail relation with Account.
  • Gainsight Standard - This permission set gives access to all the Gainsight Objects (Read, Create, Edit, Delete), Apex Classes and Visualforce Pages except admin pages.
  • Gainsight Limited - This permission set gives access only to (Account/Opportunity) widgets and service cloud pages, and read only permission on all Gainsight objects.
  • Gainsight Special - This permission set will give access to the Rule Config page.

Best Practice:

It is recommended to assign users the following permission sets:

  • Gainsight Admin - Gainsight_Admin , JBCXM_GS_Admin
  • Standard User - Gainsight_Standard , JBCXM_GS_Admin
  • Limited User - Gainsight_Limited , JBCXM_GS_Limited

NOTE: If any of the above users will be creating rules, you will want to also assign them Gainsight_Special. Typically, Gainsight Admins will need access to the Rules Engine.

How-To:

Click the user's name in the top right corner, and click Setup.

Type Permission Sets in the search bar. Click Permission Sets under Manage Users.

Click on the JBCXM_GS_Permission. (If you are in a Sandbox this might not be available, in that case you will need to first Clone the Gainsight_Admin permission set and name it JBCXM_GS_Permission.)

Click Assigned Apps, then click the Edit button.

Move JBCXM.Gainsight from Available Apps to Enabled Apps. Click Save.

Click the Drop down and select Visualforce Page Access. Click Edit.

Move everything that starts with the JBCXM prefix from the Available Visualforce page column over to the Enabled Visualforce Pages column. Click Save.

Click the drop down again and select Apex Class Access. Click Edit.

Move everything that starts with JBCXM from the Available Apex Classes column over to the Enabled Apex Classes column. Click Save.

Click the drop down and select Object Settings.

In the search bar, search for the following, and select each of the objects from under the “Object Settings” header:

  • Customers - Click Edit and check the Visible box (this will automatically check the Available box). Then, click Save.

  • Gainsight - Click Edit, check the Visible box (this will automatically check the Available box). Then, click Save.
  • Cockpit - Click Edit, check the Visible box (this will automatically check the Available box). Then, click Save.
  • CoPilot - Click Edit, check the Visible box (this will automatically check the Available box). Then, click Save.
  • NPS - Click Edit, check the Visible box (this will automatically check the Available box). Then, click Save.
  • Survey - There will be two. Click Edit on the bottom one. Check the Visible box (this will automatically check the Available box). Then, click Save.
  • Customer Success 360 - Click Edit, check the Visible box (this will automatically check the Available box). Then, click Save.
  • Customers Info - Click Edit, check every single field. Click the “Edit Access” check field, which will automatically fill in the “Read Access” field on each associated field name. For the fields where you cannot choose edit access, check mark Read Access. (This one will look different than the previous five.)

Grant Gainsight Support Login Access

Resource to complete Step D: Salesforce Administrator

Overview:

This is an optional step in which you can give Gainsight temporary access to your Salesforce org. This will help us troubleshoot any issues you might come across as you’re completing the pre-work.

How-To:

To grant Gainsight Support Login access have your Salesforce administrator go to the Salesforce setup page and expand the "My Personal Information" area on the left under "Personal Setup".

From here, the Gainsight Admin can open up the "Grant Login Access" Section and set the Access duration to Gainsight Support. One month’s access is recommended.

Configure Sites for Survey Distribution

Resource to complete Step E: Salesforce Administrator

Overview:

Gainsight leverages the Salesforce Site functionality to host surveys outside of the Salesforce domain while still capturing responses in Gainsight on the Force.com platform. Gainsight has provided an additional license to you, free of charge, to enable your ability to host surveys and capture responses.

Purpose:

This step will enable your company to send surveys directly from Gainsight while also being able to design, analyze and create rules based off the surveys you design.

Best Practice:

Follow the instructions below to configure and test your Salesforce environment to allow Gainsight Surveys. You may also consider establishing an Organization Wide Email Address to send the emails inviting your customers to take the NPS survey from a generic team address, such as success@yourcompany.com. Using an Org-Wide Email Address will allow the surveys to be sent by various members of your organization and will centralize out-of-office messages and email bounce notifications into the shared email inbox, rather than sending them to a specific user.

Setup Salesforce Survey Domain

After completing the setup, you will learn how to test the survey site. Before you can publish a survey in Gainsight's Survey module, you will need to create a survey domain. The same survey domain can be used to host multiple surveys.

How-to:

To enable Gainsight's email service, navigate to Administration > Email Configuration > Survey Email Setting and click Enable.

Navigate to Salesforce Domain Site

To get started, you will:

  • Click “Setup” in the top right
  • In the Search box on the left hand side, search for Sites and click Sites.

If a survey site is created, you do not need to perform the next step.

  • Click New

Create New Survey Site

Fill out the following details:

  • Site Label = Survey Site
  • Name = Survey Site
  • Contact = [this will be your name by default]
  • Default Web Address = Survey
  • Active = Checked
  • Active Site Home Page = SurveyResponse
  • Inactive Site Home Page = InMaintenance
  • Site Template = SiteTemplate

Click Save.

Configure Visualforce Pages

  • Click “Survey”

Click “Edit” (next to Site Visualforce Pages)

Under Available Visualforce Pages, find and add the following to Enabled Visualforce Pages:

  • JBCXM.SurveyEmailOpen (Allows survey email to be opened)
  • JBCXM.SurveyResponse (Allows responses to be tracked)

Click Save.

Assign License (Not Available in Sandbox Environment)

  • While still in the survey profile, click Public Access Settings.

  • Click “View Users”

  • Click Site Guest User, Survey

  • Scroll down to Managed Packages, and click “Assign Licenses”*

*Note: The license is used only for survey site setup and does not have an associated cost. The survey license will, however, be added to your organization's total number of purchased licenses on the Gainsight Licenses page.

  • Click the box next to JBara CSM
  • Click Add

Activate Site

  • Click on your name at the top right
  • Choose Setup
  • Type “Sites” into the search bar, and click it
  • Click Activate (if not already activated) next to the Survey site

Email Template Configuration

A default email template ‘Gainsight Survey Template’ is available as part of the application that can be cloned and modified. (Note: if you use CoPilot to distribute your survey, you will configure your email template in the CoPilot email designer instead. See Step 3 in the pre-work for more detail. This is just for testing, so we’re not using CoPilot right now)

  • Click on your name at the top right
  • Choose Setup
  • Type “Templates” into the search bar, and click it
  • Click on “My Templates” under Personal Setup -> Email
  • In the folder dropdown, choose JBara Survey Template

In this view you will see the existing templates, and to the left of the Email Template name you can either Edit or Delete the template. Gainsight comes setup with three survey templates by default:

  • JBara Anonymous Survey with Account Tracking
  • JBara Anonymous Survey without Account Tracking
  • JBara Survey Template

The template includes the ability to send each participant a unique URL that tracks the respondent. You can alter the HTML and plain text version of the template to customize your message, including the email subject.

Test Survey Configuration

Purpose:

We are testing the survey to ensure that the custom Salesforce site URL you created is working correctly. You will create a simple test survey that you will then send to yourself and ensure that everything is working correctly.

Create Survey

  • Click on the Survey tab
  • Click “+ Create Survey”
  • Fill in required fields with the word “Test”
  • Click “Create”

Note: Check “allow anonymous submissions” if you want to test an anonymous survey template. If you are planning to test the “Anonymous Survey Template” you will need to check the box for “Allow Anonymous Surveys.”

Add Test Question

  • Click the Questions page on the left
  • Click +Q to add question
  • Question Type = NPS
  • Click Save

Publish Survey

  • Click the Publish survey page
  • Copy/Paste newly created Survey Site URL into Published URL
  • Select Email template
  • Select From email address
  • Click Publish
  • Click Send Test Email

  • Choose From Email Address
  • Type Email to send test to
  • Click “Send Test Email”

Note: The email address the test is going to must be tied to a contact in Salesforce.

Soon you will receive the test email in the inbox the email was sent to. Click on the link from the email to view the survey from a participant perspective.

Delete Test Survey

When testing is finished, you can delete the test survey:

  • Click on the Published tab
  • Hover over the bottom of the test survey card until you see a blue triangle
  • Click on the triangle and choose delete

Create Test Records

Resource to complete Step F: Salesforce Administrator

Overview:

During onboarding, we will perform a series of business tasks and processes.  In order to test your configuration and help you see the functionality in action, we recommend you create the following test records in your Salesforce environment:

  • 1 Account
  • 3 Contacts with email addresses that you can access
  • 1 Contact for each Gainsight Implementation Team Member
  • 2 Closed Cases / Zendesk Tickets
  • 1 Open Case / Zendesk Ticket

Best Practice:

Create a new account record clearly labeled as a test that includes all of the same values as found with a standard client. Ensure that the three valid contact e-mail addresses are all internal and accessible.

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