This document will guide you through the setup and configuration of your Customer 360 Details page, which is a detailed view of a single customer in Gainsight, created by pulling data from a variety of sources. The C360 Details page is composed of multiple sections. There are three types of sections you can include in the C360:

  • Standard sections: available out-of-the-box with Gainsight (for example, Summary, Attributes, Sponsor Tracking), but can be modified to some degree by an Admin.
  • Related list sections: to display reports on a particular topic (for example, Surveys, Contacts).
  • Embed page: for embedding visualforce pages or URLs, to display things like SFDC Chatter, or Box (file storage), in their own C360 section.    

Note: Currently there is no hard limit regarding the number of related lists that can be added to the C360. This is because any performance issues you may encounter (such as slow load times) will greatly depend on the size of the list being referenced, and the complexity of the query.

Gainsight comes with 11 standard Customer 360 Sections:

  1. Summary (see article on Customer 360 Summary Section Configuration)
  2. Scorecard
  3. Attributes (see article on Configure Customer360 Attributes Section)
  4. Transactions
  5. Cockpit
  6. Features
  7. Usage
  8. Surveys 
  9. Sponsor Tracking (see article on Configure Sponsor Tracking)
  10. Relationships
  11. Success Plans
  12. Gainsight Mobile

Configure Custom C360 Layouts

You can create up to 11 custom C360 layouts and apply them to different Accounts and Users. Each layout can contain different sections and reports. Every org has one default layout which can be cloned or modified, but not deleted. For more information, see Configure Custom C360 Layouts.

Add and Configure New Customer360 Section

To configure Customer 360 sections (within a layout):

  • Navigate to Administration > Analytics > CS360 Layouts, and edit the relevant layout (or create a new one).

The following image shows a few sections within a layout:

  • Use the Pencil icon to change the name of the C360 section or select where to show the section.
  • Use the Gear icon to configure the C360 section.

Build Embedded Page Sections

To embed a Visualforce page or URL in a C360 section:

  1. Navigate to Administration > Analytics > CS360 Layouts, and edit the relevant layout.
  2. Drag the Section/Embed Page option from the left pane to the right, and click the configuration gear on the new section.
  3. Type: Select Embed Page for creating a section that displays a Visualforce page or URL. Perform either of the following: (1) From the Page drop-down box, select the appropriate page that you want to embed. (2) Enter an appropriate URL in the URL text box.
  4. Height: Enter the number of pixels in Height. For example, 600.
  5. Parameter: Click Parameter to pass parameters to the embedded page. The parameters are passed as a URL query string parameters. For example, param1=value&param2=value.
  6. Bundled Parameter: Click Bundled Parameter to bundle parameters under a namespace. For example, {group : {param1 : value, param2 : value}} .
  7. Type appropriate key and value in the text boxes that appear. Optionally, you can fetch values dynamically using the Select field drop-down box.
  8. Click Save.

The embedded page or URL now appears in the sections selected in Show in.

Note: You must add the Gainsight widget to Account and Opportunity pages to see the embedded page or URL, if Account Widget and Opportunity Widget checkboxes are selected. See How to Add Chatter to C360 for a specific example of how embedded pages work.

Configure Customer Search Settings (C360)

Admins can configure custom search settings for the search bar that appears in the right corner of every page:

1. Navigate to Administration > Customers > Customer Search Settings > CONFIGURE.

2. Select one or more field names that you would like to use for searching customers.

By default, you can search customers using Customer Info > Name.

Note: We recommend including no more than 2 fields in search criteria in order to preserve search performance. However, you can add more fields, but don’t check the “Include in Search” option. These additional fields will display in the search results as pictured below:

 

Add Widget type reports to Customer 360


Admins can add Widget report types to the CS360 as a new summary section. Reports created on SFDC, MDA, and Data Spaces and with a lookup to Account object can be added to the C360 page. 
 
Note: If the fields used in the report do not have a lookup to account, the widget report cannot be displayed in CS360 or R360. 
To create and add a widget report type to C360: 
  1. In the Report Builder, create a report and select Widget as the visualization type. 
  2. Navigate to Administration > C360 Layouts
  3. Click Configure (gear icon) on a Summary section. The Configure Section dialog appears. 
  4. Click Widgets tab. The widget reports available in the current org are displayed. 
  5. Drag a report from the list and drop in the Preview area. 
  6. Click Save. The Widget report is added to the layout and visible in the CS360 page. 

Information: In Administration > Analytics, the Gainsight 360 feature enables customers to view their organization's 'Gainsight product usage data' through a separate layout configured by Gainsight Admin/BizOps. Gainsight 360 does not include information on Gainsight customer's customers.
Customers need to send a request to support@gainsight.com to have the Gainsight 360 feature enabled. For more information, refer to the View Gainsight 360 article.