Here are some key terms and definitions to familiarize yourself with as you begin working with Gainsight:

  • Account Hierarchy: used to model child and parent account structures. Gainsight offers Admins the option to configure an account hierarchy up to 5 levels deep and display it in the C360, Account, and Opportunity widgets.
  • ARR or ASV: Annual Recurring Revenue/Annual Subscription Value.

  • Administration: the tab where Administrators configure various features/components in Gainsight.

  • Action Types: The type of action that you want a rule to perform. Example actions include send email, create call-to-action, load to usage data, etc.
  • Blacklist: 
when an email hard bounces, the address is stored in a blacklist and won't receive additional communications until an Admin removes the address from the blacklist
  • Call-to-Action or CTA: Data or lifecycle driven alerts, typically classified as risks, opportunities, or events. CTAs are the backbone of the Cockpit workspace and typically contain more granular tasks for the CSMs to complete. (Success Plans include objective type CTAs, and custom CTA types may be created in your org.)

  • Calculated Field: A field that can contain a calculated value based on the formula and conditions selected. Enables you to perform calculations across rows of data. For more information, refer to Calculated Fields.

  • Chatter: SFDC collaboration tool that enables users to tag colleagues using the @ symbol. Admins may choose to enable Chatter in CTAs. 

  • Click-to-Call: Click-to-Call allows the user to make telephone calls over the Internet via a computer.

  • Cockpit: CSM workspace for managing CTAs and Tasks.

  • Config Snapshot: allows Admins to export their current Gainsight configuration as an Excel worksheet
  • Console App: the Gainsight application can be made available for support teams using the Service Cloud.
  • CoPilot: automated email feature to send communications to internal contacts or customers, featuring email templates, dynamic contact lists, and built-in analytics. For more information, refer to CoPilot.

  • CTA Detail View: The view that displays when you click an existing CTA is called the CTA detail view, and contains fields like priority, reason, status, comments, etc. 

  • Customers tab: Contains list views of customers in segments that are most important to CSM/AMs.

  • Customer360 (C360): Comprehensive view of individual customers, composed of multiple sections or reports. Click customer name on any Gainsight screen to access the C360.

  • Customer360 Layouts: enables Admins to create a customized C360 view for different Accounts or Users.
  • Customer360 Timeline: allows CSMs to log customer activities, such as calls, meetings, and emails, along with notes in the C360
  • Dashboards: a collection of reports displayed on the Gainsight Home tab
  • Data Space: Data Spaces provide a virtual object structure that exposes a more consumable way to use data in Reporting and the Rules Engine. A Data Space is a collection of different objects with their lookup relations brought into one view. An administrator with the help of Data Spaces flattens the object hierarchy and makes it much easier and simpler for creating a report or a rule.
  • Email Assist or Email Tasks: CSMs can send semi-automated emails directly from Cockpit using Email Assist Tasks. The tasks must be added to a Playbook and then assigned to a Call to action. The email task uses email templates configured in CoPilot.
  • Embedded page: in the Customer360 and Relationship360, Admins can embed visualforce pages or URLs so that they appear as sections on the pages, and CSMs have direct access to the tools (exs: Chatter, Box, Dropbox, Clarizen, Marketo)
  • Engagement data: see usage data

  • Formula Field: Salesforce field
; calculations are performed on a row of data
  • Gainsight Connect: helps you import SFDC data into MDA standard objects from Account/Customer Info, Company, Relationships, and User.
  • Gainsight Home/Dashboard: Custom dashboards containing multiple reports and views of customer data on the Gainsight tab. Under the Administration tab, dashboards are set up on the Layouts sub-tab.

  • Gainsight Vault: Gainsight Vault is where the Gainsight team creates and stores best practice assets that are available to all of our customers to view and import into their own Gainsight org.
  • Gsnap: Gsnaps are personalized video recordings that you can email internal or external contacts. Gsnaps can be up to 1-minute long and don't require the recipient to download or install anything to view the video.
  • MDA/Matrix Data Platform: Data that resides outside Salesforce.

  • MDA Connectors/Connectors: Third-party tools for accessing data that resides outside Salesforce.

  • Measure: A measure is a component of a Scorecard, used to track one specific customer health metric.

  • Measure Groups: collections of Scorecards measures. For example, you might have one measure group to track Risk measures and another to track Opportunity measures.

  • Milestones:
 Milestones represent major events in the customer journey. Examples of milestones include key onboarding stages, health check, training delivery, QBR/EBR, annual renewal, and marketing campaigns.
  • Multilingual Surveys: Admins can configure surveys in different languages by entering translated text into the survey setup.
  • Native data: Salesforce objects.

  • NPS: Net Promoter Score based on customer loyalty. (Click here for more general NPS info.)

  • Outreach: a scheduled email communication that is sent using CoPilot

  • Power List: an email contact list configured in CoPilot where contact information is typically fetched from Accounts/Contacts.

  • Playbook: A pre-defined, recommended set of tasks for resolving a CTA. Playbooks can be applied to a CTA manually or via the rules engine. 

  • Relationship: Relationships is a new object in Gainsight that can be used to model multiple perspectives by creating relationship types and relationships, which eventually helps your CS team manage the success of each relationship. Relationships takes CS beyond managing Accounts. It helps CS manage each connection point (Relationship) with customers.

  • Relationship 360: Similar to Customer 360, it provides a 360 view of a relationship.

  • Relationship CTA: A CTA created on a relationship is called a relationship CTA.

  • Report Builder: Gainsight's robust report builder featuring 10+ report visualization types (eg. Pie, Bar, Heat map, etc). Build reports to display in C360 sections or Gainsight Home dashboards.
  • Risk Management Framework: Gainsight employs and recommends a framework for identifying, managing, and reducing the risk of customer churn. It’s based on four key objectives: address early warning signs; incorporate the CSM’s judgment into the assessment of the risk level; establish a common view of risks across levels of the organization; and hold other departments accountable for addressing risks

  • Rules Engine: A place where you can automate your processes by configuring business rules. For example, you can configure rules to create or close multiple CTAs automatically.

  • Scorecard: This term is used for the overall scoring scheme that you set up in Gainsight. A scorecard comprises one or more measures that monitor different signals of health or risk.
  • Scorecard Scheme: refers to the granularity of the scores and options include numeric, color, or other label
  • SmartSigns: Gainsight’s in-product ‘data-science’. Using SmartSigns, you can point to one or more underlying metrics in the Gainsight Usage object to automatically derive a score. 

  • Sponsor Tracking: Sponsor tracking enables your CSMs to keep a close watch on their key customer contacts, so they can be alerted when there is a change in the sponsor's status at the company.

  • Success Plan: Success Plans help CSMs monitor and drive success with individual customers based on long-term objectives and criteria that they define.

  • Success Snapshots: Success Snapshots enables you to create PowerPoint presentations using data and graphs from Gainsight. Once an Admin configures a SS template, users can export SS presentations from the C360.
  • Summary Widgets: summary widgets are a report type in the report builder that work with 1 field in Show me, nothing in By, and require an aggregation on the field in the Show me selection. Summary widget reports can be added to dashboards.
  • Transactions: Part of Lifetime Revenue Management (LRM).

  • Tags: Tags provide a way for CSMs to manually group "like" customers together to define a unique cohort or segmentation that likely doesn't exist elsewhere.  In many cases, Tags are used when it's not practical or possible to add a new field to Salesforce. After an Admin configures tags, CSMs can apply them in the C360.
  • Time Identifier: week or month for data (pertains to rules)
  • Tokens: A feature used to fetch Account/Contacts information dynamically while sending an email communication, or customizing the name of a CTA when it's triggered by a rule. (also known as Tags in CoPilot)
  • UI Views: older feature for building basic views of your data in a table format. To display views on the Customers tab and Engagement tab, you must use UI Views. UI Views can also be displayed in Gainsight Home Dashboards.
  • Usage data: refers to your product’s usage data. For example, data related to number of users accessing the application, number of clicks, frequency of usage, and so on is termed as usage data.
  • Vault (see Gainsight Vault above)
  • Whitelist: Whitelabeling is a functionality that shows ISPs for which SendGrid (Gainsight's ESP) has your permission to send emails on your behalf. See Gainsight Email Activation for more info.
  • Widgets: typically refers to the Gainsight app displayed as a visualforce page section in the SFDC Account or Opportunity pages