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: configure the NPS score or Average NPS score to display in this section
  9. Sponsor Tracking (see article on Configure Sponsor Tracking)
  10. Relationships
  11. Success Plans
  12. Person
  13. 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 C360 Section

To configure Customer 360 sections (within a layout):

  • Navigate to Administration > Analytics > C360 Layouts, and edit the relevant layout (or create a new one).

The following image shows a few sections within a layout:

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

Person Section in C360

Person section in C360 can be used to view the list of people associated with a company based on data from Gainsight Person Model. You can add a new section called ‘Person’ to C360 from Administration > C360 Layouts page. In the Person section, you can view records of people that you interact with while working with the Customer. Person records include name, phone, email, social media profiles, company, etc. The Person section is designed to display not only contacts at the Account but potentially anyone involved in their implementation, such as an outside consultant. With this release, you can only view the list of persons, search by name or email, and filter based on the fields in Company Person/Person object. In future releases, Gainsight plans to support Add, Edit, and Track a person from C360 directly. Also, a provision to view the org chart in the Person section will be available. To load data to Company Person or Relationship Person, use the Action Type Load to Company/Relationship Person in Rules Engine

Note: Person section is not yet available in the R360 page.

Add Person section to C360 Layout

To add the Person section to C360, follow these steps:

  1. Navigate to Administration > C360 Layouts. Create or edit an existing C360 layout.
  2. From the left pane, drag Person section and drop in the right pane.
  3. Hover over the Person section and click Configure (Gear icon).

PersonModel1.png

The Person Configuration dialog appears. The fields from Person and Company Person objects can be selected and shown in the C360 > Person section.

  1. After adding the required fields, click SAVE. The Person section in C360 looks similar to the following image.

PersonModel.png

  1. In the Add Person tab, configure the fields to display while adding a person record.

    1. The fields added in this dialog will be available at C360 > + PERSON > Add Person dialog.

    2. In the ADD PERSON tab, Admins can add fields from the Person object and Company Person object. Custom fields and Standard fields will be available in this tab for selection.

Admin Person Section 2.png

  1. In the DETAIL VIEW tab, configure fields that will be available in the C360 > Person > Detailed View. Custom fields and Standard fields will be available in this tab for selection.

Admin Person Section 3.png

  1. In the DETAIL VIEW tab, once you have added a field, hover and click Settings.

Edit Permission field (1).gif

  1. Enable/disable the Edit Permission option.

    1. If you enable the option, users will be able to add/modify info from the C360 > Detailed View.

    2. If you disable the option, users will not be able to add/modify info from C360 > Detailed View.

  2. Click SAVE after configuring fields in all the tabs.

Searching in Person section Once the Person data is available in C360, you can Search based on the name or email of the person.

SearchPersonC360.png

Filter based on Company Person / Person: You can also filter the Person list in C360 based on any attributes of Company Person / Person objects. For more information on Company Person or Person objects, see Company Person documentation. Click the Filter icon.

FilterPerson.png

Build Embedded Page Sections

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

  1. Navigate to Administration > Analytics > C360 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.

To add an Embedded Section to R360, see Add Embedded Page to Relationship 360

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 C360 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 C360 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 C360 page.