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Gainsight Inc.

Federated Customer Management

Overview

Federated customer management refers to the capability to manage CTA configurations for each Relationship Type within your organisation. The functionality enables Admins to optimize customer operations for each business line while maintaining one unified system. Admins can configure CTAs for the whole organisation, as well as specific to relationship types. Federated customer management and the associated configuration is only applicable to customers who use Relationships in Gainsight. 

Example uses:

  • A company sells both an on-premise product and a Saas product. Each product has markedly different requirements for data, configuration, healthscores, CTAs etc and even different hierarchy and Relationship structure. FCM allows each product team to configure and use Gainsight for its purposes without being bogged down by other teams’ configuration and data.

  • A company sells healthcare products and is setup for regional customer deployment. In order to protect PII and comply with HIPPA data security guidelines, each region is walled off from viewing configuration and data of other regions.

Admins can manage CTA configurations at three levels:

  • Global: Your existing CTA configurations are migrated to this level. Default CTA configuration for new customers is created at this level. Global configurations are applicable to both Accounts and Relationships. You can edit or delete the Global CTA elements at the Global level only.
  • Account: If you have CTA types that you only want to use with Accounts, then configure them at the Account level. Global configuration options will also be available at the Account level but cannot be edited or deleted.
  • Relationship: Configure Calls to Action settings at the Relationship level for each of your Relationship types. Global configuration options will also be available at the Relationship level but cannot be edited or deleted.

Depending on these CTA configurations, end users can see the CTA elements specific to the Account or Relationship type in Rules engine and while creating or editing CTAs in Cockpit. For example, end users won’t see a long list of CTA reasons that do not apply to the Relationship type they’re working on; they will only see a short list of CTA reasons specific to that Relationship type.

Admins can configure CTA elements specific to the CTA type and for ‘All’ CTA types. Depending on the configuration, each CTA type can have a different set of CTA elements.

Configure Calls to Action

To configure Calls to Action, navigate to Administration > Workflow > Calls to Action.

If you have Relationships enabled in your org, Admins will see three tabs: Global, Account, and Relationship. On the  Relationship tab, before you perform the CTA configurations, select a Relationship type, to configure settings specific to that Relationship type.

Common CTA options

Admins can see the following CTA options in the configuration page:

  1. Scope: the level of the CTA element, which is either Global (available in both Accounts and Relationships); or Local, meaning the elements are only available at the Account or Relationship level. This field is visible in all the CTA element sections at the Account and Relationship levels.
  2. Reorder: This option is available in CTA type, reason, status, priority and snooze reason sections at Global, Account, and Relationship levels. At the Account and Relationship levels, Admins can reorder the local CTA elements only. Global CTA elements are frozen after the local CTA elements. When the end-users add/edit a CTA in the Cockpit, Account or Relationship level CTA elements display first, followed by Global CTA elements.
  3. Save: After editing, click the disk to save changes.
  4. Delete: Click the trash icon to delete a CTA element. You cannot delete items that are currently in use. At the Global level, you cannot delete the Risk and Objective CTA types. At the Account and Relationship levels, you cannot delete the Global CTA elements.
  5. Edit: Inline editing is available to update Name, Short Name, Color, Plural label, and Active checkbox. You can also double-click on Category and Open, Close Milestones to access a drop-down menu.
  6. Plural Label: This option is available in the CTA type section. It is the label you assign to a CTA type that appears in the Cockpit as a list view header when the CTAs are sorted by type.
  7. Active/Inactive: Active option is available in all the Call to action elements section at the Global, Account and Relationship levels. When you select the Active checkbox at the Global level, the specific CTA element appears at the Account and Relationship levels. When you select the checkbox at the Account or Relationship level, the specific CTA element will be available in the Cockpit while adding either an Account or Relationship CTA. This option is disabled for the Risk and Objective CTA types in the CTA type section.
  8. Color: When you add a CTA element, you can assign a color from color list box in the Add element dialog. The selected color will be assigned to new CTA element for ease of identification in the CTA element section.
  9. Default CTA element: This option is available in the CTA reason, priority, and snooze reason sections. When adding a new CTA in the Cockpit, this will be the default.

  1. Reporting categories: You can add or delete the specific CTA element reporting categories using this option at the Global level. Reporting category enables reporting on the CTA elements across Relationship types. CTA type, priority, reason, status, or snooze reason may each have different reporting categories. When Admins create a new CTA element, it can be mapped to a common CTA element category. For example, if you have multiple Risk CTA types across Relationship types, you can create a report with just 1 condition CTA Type reporting category = 'Risk.'

  2. Default Open Status: This option is available in the CTA status section. When adding a new CTA in the Cockpit, this will be the default.
  3. Default Closed Status: This option is available in the CTA status section. It is Used for the quick-close (checkbox) feature in Cockpit. This is also the status of a CTA when it is marked as closed in the main interface.
  4. Select CTA Type: This list is available in the CTA reason, priority, status, and snooze reason sections at all of the levels. Select the CTA type (All, or a specific CTA type) to configure the CTA element.

Configure List view fields

This section is available at the Global level only and determines which two numeric list view fields are visible in the Cockpit. ASV and Renewal Date are the default list view fields.

To configure the list view columns:

  1. Click the X button to remove a default  list view field. 
  2. Click the +ADD button.
  3. Select the list view fields. (maximum 2 fields) 

Notes:

  • Long text area fields cannot be added as list view fields.
  • The selected list view fields in this section are visible in the CS360 and R360 > Cockpit section also.
  • In Cockpit, end users can create custom list views, and select their own list view columns using the filters option. Their selections will replace ASV and Renewal Date as the default list view fields.

Configure General Settings

The General settings section is available at the Account and Relationship levels. In this section, you will configure the following options:

  • Snooze: Turn on to allow the option to snooze CTAs, when the CSM knows they can't take any action. For more information, refer to Using Call to Action (CTA) & Task Detail Views.
  • Associate Contacts: Allows CTAs to be associated with a particular contact on the account or relationship.
  • *Make chatter posts for CTAs: If Chatter is enabled, use this setting to determine at what level posts are collected. You can have a chatter post on a Customer CTA or on a Relationship CTA.
    • If you only want to use comments, choose none.
    • If you want to use Chatter and Comments, choose Account, Customer, Call to Action, or Relationship and put a check next to Show Comments.

You can see the following options in the Make chatter posts for CTAs list:

  • Account: Will post all the way up to the account, making the chatter post visible to everyone in the company.
  • Call To Action: The Chatter post and history will only be visible within that CTA and only for Gainsight users. Once the CTA closes out, that chatter conversation essentially goes away.
  • Customer: The posts live within Gainsight. Only Gainsight users can see the posts either on the C360 chatter widget or in any CTAs associated with that company.
  • Relationship: This option is available on the Relationship tab only. It will show the Chatter post on a Relationship CTA to make it visible to a specific business unit.

* Before you can select the object to post Chatter to, you must enable Feed Tracking for that object in Salesforce Setup. For more information, refer to Chatter: Integration Overview.

  • Auto-sync tasks to SFDC: When turned on, tasks will be synced to Salesforce and will live in both locations. When one is closed, the other will also close. Gainsight recommends you turn this ON for non-Gainsight users to have visibility from the SFDC Account page.

When you complete the settings in this section, click SAVE.

Configure the Reporting Categories

There are specific default reporting categories configured for each CTA element. Admins can delete the default reporting categories and add new categories at the Global level. When Admins create or edit a CTA element, it can be mapped to a common CTA element category. To configure the reporting categories at CTA type section:

  1. Click the REPORTING CATEGORIES button. CTA Type Categories dialog appears.
  2. Click the X button to delete a default category.
  3. Click + CATEGORY to add a new category. Admins can see the specific categories while creating or editing a CTA element.

Notes:

  • Configuration of reporting categories for other CTA elements is similar to the CTA type.
  • If a reporting category is mapped to any CTA element which is used in the Cockpit, it cannot be deleted from the CTA configuration.
  • Using the Reporting Categories button, Admins cannot add or delete a CTA status reporting category. This button is provided just to view the default reporting categories. 

Configure CTA Types

Four CTA types are available out-of-the-box in Gainsight:

Risk: Represents negative trends with customers. Examples include loss of exec. sponsor, or low NPS score, or low # of licenses in use

Event/Lifecycle: Lifecycle-based and typically scheduled events. Examples include training events, EBR/QBR, and renewal meeting.

Opportunity/Expansion: Positive trends with customers. Examples include high NPS score, high page views or product usage.

Objectives: Tied to Success Plans and can only be created in C360 > Success Plans section.

* Risk and Objective CTA types cannot be edited. Events/Lifecycle and Opportunity/Expansion types can be re-named/re-purposed.

In addition, you can create up to 6 more custom CTA types. Custom CTA types may be necessary when you want to collect/track unique information for that particular CTA type.

CTA types at the Global level are available to configure at the Account or Relationship level as Global CTA types. Global CTA types at the Account or relationship levels cannot be edited or deleted. While adding or editing a CTA in the Cockpit, end-users can see Local and Global CTA types specific to the Account or Relationship type.

To add a new CTA type:

  1. Click + TYPE in the CTA type section to add a CTA type. Add type dialog appears.
  2. Type new CTA type name in the Name text box. This CTA type name appears to the end-users while adding or editing a CTA in the Cockpit.
  3. Type a plural label for this CTA type in the Plural Label text box. This plural label appears in the Cockpit as a list view header when the CTAs are sorted by type.
  4. Assign a Color. The selected color will be assigned to this new CTA type for ease of identification in the CTA type section.
  5. Select a CTA type reporting category from the Category list. The selected CTA type reporting category will be mapped to this new CTA type to enable reporting across the Relationship types.
  6. Select the Recurring check box to mark an Event/Lifecycle CTA (but not other CTA types) as recurring events. For example, if you have bi-weekly or monthly check-ins with a customer, and you want a CTA to automatically remind you to prepare for the check-in, this might be useful.
  7. Select a milestone For Open CTA from the list. The selected milestone will be mapped to this new CTA type.
  8. Select a milestone For Closed CTA from the list. The selected milestone will be mapped to this new CTA type.
  9. Click SAVE.

Notes:

  • When you add a CTA type at the Global level, Global type milestones are available to map to the CTA type. When you add a CTA type at the Account or Relationship level, Account or Relationship type and Global milestones are available to map to the CTA type.
  • The Milestone type that corresponds with a CTA is based on the configuration mappings for open and closed milestones.

Configure Linked Objects

Admins can link one or more objects to each CTA type. Linking allows end users to perform additional actions within the CTA detail view. For example, if you link Contacts or SFDC Opportunities to a CTA, the end user can link the CTA to an existing Contact or Opportunity, or create new ones in SFDC. Admins can also link the Case object to CTAs, along with other objects. Linking the Case object allows end-users to connect a CTA to an existing case, or to create a case directly from the CTA detail view.

To Configure Linked Objects:

  1. Select CTA Type from the list. At the Global level, global CTA types and at the Account or Relationship level, respective local CTA types are available to configure the linked objects.
  2. Select the Linked object from the list which you want to link to the CTA type.

Note: Admins must have permission to link objects, otherwise they will see an error upon saving. Go to Setup > Profiles > edit your profile > [enable modify all data].

Configure CTA Detail view layout

Note: When you select the Case object in the Linked Objects section for the CTA type Risk, it will be added as a separate tab in the Detail view layout configuration section. For more information, refer to Configure Call to Action (CTA) & Tasks Detail View Layouts.

Configure CTA Reasons

Admins can configure the CTA reasons specific to the CTA type or for ‘All’ CTA types at the Global, Account, and Relationship levels. CTA reasons at the Global level are available to configure at the Account or Relationship level as Global CTA reasons. Global CTA reasons at the Account or relationship levels cannot be edited or deleted. While adding or editing a CTA in the Cockpit, end-users can see Local and Global CTA reasons specific to the Account or Relationship type.

To add a new CTA reason:

  1. Click + REASON button in the CTA reason section. Add reason dialog appears.
  2. Select ‘All’ or a specific CTA type from the Select CTA Type list. The new CTA reason will be mapped to the selected CTA type.
  3. Type new CTA reason name in the Name text box. This CTA reason name appears to  end-users while adding or editing a CTA in the Cockpit.
  4. Type Short Name in the text box. A short name is assigned to this new CTA reason.
  5. Assign a Color from the color list box. The selected color will be assigned to this new CTA reason for the ease of identification in the CTA reason section.
  6. Select a CTA reason reporting category from the Category list box. The selected CTA reason reporting category will be mapped to this new CTA reason to enable reporting across the Relationship types.
  7. Click SAVE.

Configure CTA Statuses

Admins can configure the CTA statuses specific to the CTA type or for ‘All’ CTA types at the Global, Account, and Relationship levels. CTA statuses at the Global level are available to configure at the Account or Relationship level as Global CTA statuses. Global CTA statuses at the Account or relationship levels cannot be edited or deleted. While adding or editing a CTA in the Cockpit, end-users can see Local and Global CTA statuses specific to the Account or Relationship type.

To add a new CTA status:

  1. Click + STATUS in the CTA status section. Add status dialog appears.
  2. Select ‘All’ or a specific CTA type from the Select CTA Type list box. The new CTA status will be mapped to the selected CTA type.
  3. Type the new CTA status name in the Name text box. This CTA status name appears to the end-users while adding or editing a CTA in the Cockpit.
  4. Type a Short Name in the text box. A short name is assigned to this new CTA status.
  5. Assign a Color. The selected color will be assigned to this new CTA status for ease of identification in the CTA status section.
  6. Select a CTA status reporting category from the Category list. Selected CTA status reporting category will be mapped to this new CTA status to enable reporting across the Relationship types.
  7. Click SAVE.

Configure CTA priorities

Admins can configure the CTA priorities to ‘All’ or specific to CTA type at the Global, Account, and Relationship levels. CTA priorities at the Global level are available to configure at the Account or Relationship level as Global CTA priorities. Global CTA priorities at the Account or relationship levels cannot be edited or deleted. While adding or editing a CTA in the Cockpit, end-users can see Local and Global CTA priorities specific to the Account or Relationship type.

To add a new CTA priority:

  1. Click + PRIORITY in the CTA priority section. Add priority dialog appears.
  2. Select ‘All’ or a specific CTA type from the Select CTA Type list. The new CTA priority will be mapped to the selected CTA type.
  3. Type a new CTA priority name in the Name text box. This CTA priority name appears to the end-users while adding or editing a CTA in the cockpit.
  4. Type a Short Name in the text box. A short name is assigned to this new CTA priority.
  5. Assign a Color. The selected color will be assigned to this new CTA priority for ease of identification in the CTA priority section.
  6. Select a CTA priority reporting category from the Category list box. The selected CTA priority reporting category will be mapped to this new CTA priority to enable reporting across the Relationship types.
  7. Click SAVE.

Configure Snooze Reasons

Admins can configure the snooze reasons specific to the CTA type or for ‘All’ CTA types at the Global, Account, and Relationship levels. Snooze reasons at the Global level are available to configure at the Account or Relationship level as Global snooze reasons. Global snooze reasons at the Account or relationship levels cannot be edited or deleted. While adding or editing a CTA in the Cockpit, end-users can see Local and Global snooze reasons specific to the Account or Relationship type.

To add a new snooze reason:

  1. Click + SNOOZE REASON in the snooze reason section. Add snooze reason dialog appears.
  2. Select ‘All’ or a specific CTA type from the Select CTA Type list box. The new snooze reason will be mapped to the selected CTA type.
  3. Type the new snooze reason name in the Name text box. This snooze reason name appears to the end-users while adding or editing a CTA in the cockpit.
  4. Type a Short Name in the text box. A short name is assigned to this new snooze reason.
  5. Assign a Color. The selected color will be assigned to this new snooze reason for ease of identification in the Snooze reason section.
  6. Select a snooze reason reporting category from the Category list box. The selected snooze reason reporting category will be mapped to this new snooze reason to enable reporting across the Relationship types.
  7. Click SAVE.
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