Gainsight offers a flexible way to define what a relationship is based on a variety of criteria including products, business unit, opportunities (created in Salesforce), geography, or projects. Refer to the Relationships Overview to learn more about how CSMs manage success via relationships. You can create relationships from both SFDC and MDA objects, as long as an Account lookup field is available.
Prerequisites to Relationships
If you are interested in deploying Relationships for your company, you will need to work with Gainsight's Professional Services team to ensure a smooth and accurate implementation. Please reference your contract to determine if this Services Package has been included, or contact your Gainsight Sales Representative or CSM for more detail.
Admin Configuration Steps
At a high level, there are five steps for enabling and configuring Relationships in your org:
Enable Relationships Feature
To use Relationships, you must enable them using the Salesforce setup.
- Navigate to Setup.
- In the left pane, go to Build > Develop > Custom Settings.
- Under Custom Settings, in the Feature Configuration row, click Manage.
- Click RELATIONSHIPS
- Select the Enabled checkbox.
- Click Save.
Define Global Relationship Types
A Relationship type defines what attributes and reports your CSMs see in the Relationship section of the Customer 360, as well as the Relationship 360. It also defines the layout of these pages. Think of the relationship type as the template to define a relationship per customer. Relationship types could be based on different products your organization sells and manages, or different business units or departments that your organization sells to and works with.
How many Relationship Types do I need?
It is important to understand when you should be creating a brand new relationship type, and when you should be creating a relationship of an existing type. For example, if you have two products, should you create two relationship types, or just one product relationship type? The answer is, it depends.
Since the relationship type defines the layout and what attributes and reports show up on the Relationship 360, if you want a different layout or types of information displayed, you will need two relationship types. If all you want is to filter the values based on product, then create a single relationship type, and create multiple relationships (of same type) under the customer. For each relationship, you will map the specific product.
Add Relationship Type
To define a relationship type:
- Navigate to Administration > General > Relationships.
- Under Relationship Types, click + to create a relationship type.
- On Add relationship type, enter appropriate values in the following fields and then click ADD.
- Name (1-40 characters): The name of the relationship type that is to be created. For example, Product Name.
- Description (0-1000 characters): A brief description of the relationship type that is being created.
Note: While creating new relationship types from the CS360 > Relationships section, Salesforce Sharing Settings are honored. If the logged-in user does not have permission to create or delete relationships, the create and delete options are disabled in the UI and an information message appears
Configure Relationship Attributes
Attributes are fields from the GS Relationship Object that you want to associate with a Relationship Type. Relationship or Account or Customer Info attributes can be added to both the Card and 360 views. Selecting Attributes to associate with your Relationship Type is similar to adding fields to the GS Relationship object.
For example, if you are creating a relationship pertaining to a product, you are likely to select attributes such as Account name, CSM name, and Primary Use Case. In this step, you are simply selecting which fields or attributes to associate with this relationship type.
1. Select from the Available attributes in the left pane, and drag and drop them under Selected attributes. Attributes are essentially fields (generally from Account or Opportunity) that you want to associate with the relationship.
Note: There are 2 types of attributes: single value and multi value. Most attributes are single value, but some attributes such as Contact are multi-value, which means there are multiple contact records for a relationship entity.
2. (Optional) Click the Attribute button on the right to create a new attribute, which will result in a new field created in the GS Relationship object.
Enter appropriate values for the following fields:
- Select Field Type: The field’s data type.
- Enter Label: The relationship attribute name.
- Enter API Name: By default the API name is similar to that of the attribute name. You will only need this as a unique identifier if there is a duplicate in the name.
3. Click SAVE.
- If you are unable to find your desired field type, on the Create custom field window, then you can also create a new field on the GS Relationship object from the SFDC admin UI. The 'here' link takes you to the SFDC create field screen, where you can create a new custom field of your desired type.
- The + icon to create Relationship Attributes will not show up unless a user has the following Permission Set settings. Navigate to the Gainsight permission set for your Gainsight Admin, then click on System Permissions. Check the boxes for Modify All Data, Customize Application, and API Enabled.
- You can add a rich text field under the Attributes tab. However, we support only the following formatting options:
Configure Linked Objects
Linked objects help fetch relevant data from a different object in SFDC or MDA so that you can display associated reports in the R360, and can be used in the rules engine to create Relationship level CTA or to Set Score or to Create a Success Plan and all other relationship level rules engine actions. For example, if you are creating relationships connected to a product, you might want to map the Usage Data of a product to a Relationship product.
When you add a linked object, you will map the Relationship field to the corresponding object’s field. For example, if you want to display a Contacts list on the R360, there needs to be an identifier on the contact record that says what Relationship it’s associated to. Mapping is a prerequisite to adding linked objects and their associated reports to the R360.
- Formula fields cannot be used as identifiers for linked objects.
- Data Spaces displays link to relevant data space if there is one, and they can be used just like objects, but extend your reporting abilities.
- Admins can link objects and build reports on the objects (in either order), and then add the reports to a R360 section.
To define objects for linking with relationships:
- Click the Linked objects tab to the right of Attributes. Some linked objects are available by default: CTA Group (for Success Plan reporting), Email Logs, Call to Action, Relationship Contact, GS Customer Products, and Milestones.
- (Optional) Drag-and-drop additional objects in DROP HERE from Available objects. For example, for a Relationship type specific to a Product, if there is a product code on the case object and also on the GS Relationship object, we could use Account ID and Product Code as the mapping configuration to link Cases to Relationship.
- Click the Gear icon (see image below) that appears on the added object, and map the relationship attribute to an appropriate linked object field, and then click SAVE. For example, you might want to map the relationship’s Account Name field to that of Account -> Account Name, which is a Salesforce object field.
Note: In the Mapping configuration window, only fields of the object to be linked that have groupable and filterable value as true (groupable and filterable are Salesforce field’s metadata) can be mapped.
4. Optionally, under Mapping Configuration, click + to add one or more linked object fields. Additional fields can help you pick up specific fields or records for a Relationship Type. For example, if you are mapping a product object, you would add Account ID as well as Product ID fields to be able to fetch the various products.
In some sections, you will see a link to the associated Data Space. You can use Data Spaces just like objects, and they expand your reporting abilities.
You can link objects and build reports on the objects (in either order), and then add those object’s reports to a R360 section. (described below)
Configure the Relationship Card View
In the Card view, you can select up to 7 fields to display on the Relationship card that displays in the Relationship section of the Customer 360 page. The fields available depend on which Attributes you selected in step 2.1.1 above.
- Click the Card view and then drag-and-drop up to seven objects from Fields (left pane) into the Relationship Type.
- Click Widgets in the left pane, and then drag-and-drop the Scorecard widget if you wish to display the overall score in your Card view.
- Click SAVE to save the Card view configuration.
End users will see the Card view when they navigate to the Customer360, for a customer with associated Relationship(s):
Configure the Relationship 360
The Relationship 360 is a detailed view of a single relationship in Gainsight, created by pulling data from a variety of sources. In the 360 view, you can add:
- Standard sections (such as Surveys, Milestones, Summary, and Cockpit)
- Fields: add one or more fields that may be marked editable for end users
- Linked objects and their associated reports
- Embedded pages for websites or urls
See this article for detailed instructions on how to configure the various section types in the R360.
Add Relationships section to Customer 360
In order for your end users to view Relationship data, Admins must add a Relationships section to the Customer 360 Details view.
- Navigate to Administration > CS360 Layouts, and click edit on the relevant layout.
- Drag the Relationships section from the left column over to the right.
- Click the edit icon (pencil) on the Relationships section.
- Click the checkbox to ‘Show in Customer360’.
- Click Save.
Configure Relationship & Contact Search Functionality
Defining Attributes for Relationship Search Functionality
While searching for a relationship in Cockpit or other places in the product, by default, users can search a relationship by the Relationship name or name of the Account, to which the relationship belongs. However, you can configure additional attributes, such as CSM Owner, to search on, as well as other attributes that will show up in the search result list.
Note: The search result displays the first 20 records.
To define attributes for the relationship search functionality:
1. Navigate to Administration > Relationships > GENERAL SETTINGS.
2. Click on the Pencil icon to select attributes that will be used for searching relationships.
Note: In the drop-down box, attributes with (S) as a suffix are searchable attributes, whereas those without the suffix cannot be searched on, but will show up in the list (table) view.
Configure Relationship Contact Search Fields
The following procedure helps Admins configure Relationship Contact fields that can be used to search for relationship contacts.
- Navigate to Administration > General > Relationships > [Click on the Gear icon of an existing relationship type] > 360 View.
- Drag and drop the Relationship Contact linked object from the left pane to the drop here area under the 360 View.
- (Optional) On the Reports tab, check the linked object reports you want to display in the section.
- Click the Layout configuration tab, and then check the Gainsight Layout.
- Click + Field to add fields that you believe are important for searching contacts. For example, add Contact and Role fields
- Click the gear icon for each field, which you just added, to configure the search.
- Under Search Configuration, select the contact fields that you would like to make searchable, and then also select the corresponding checkbox under Include in Search.
- Under Filter Configuration, map Contact’s Account ID with Relationship’s Account.
Navigate to Customers > [Click a customer name] > R360 > Relationship Contact > [Search contact Name]. You will find all contacts with the entered name for the selected customer.
Create Relationship Entities
Manually create Relationships
After relationship types are configured, end users can create a new relationship entity for a specific customer from the CS360, based on the defined relationship types.
End users can add relationships under an account from the Customer 360 > Relationships section.
- For a specific customer that you’d like to map to a relationship type, navigate to the Customer 360 Details view > Relationships section.
- Click Add to add the desired Relationship.
- Select the Relationship Type from the drop-down menu.
- Enter/customize the text in the Relationship Name field.
- Then click Save. It will take you to the detailed view for this relationship.
Once the relationship is mapped, then end users can see the Relationships card view in the Customer 360 > Relationships section. Click the Relationship name in the card view to access the Relationship 360 for that particular customer.
Define rules to create relationships
To avoid having to manually define a relationship each time it is applicable, we also offer the ability to define rules to create relationships. See the Automating Relationship Creation for Accounts article.