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Gainsight Inc.

View Gainsight 360

Overview

Gainsight customers can view their organization's Gainsight product usage data to better understand how their users are utilizing the Gainsight application. Additionally, customers can see Summary, Attributes and Related List section types. The Gainsight 360 partially replaces the usage data reports that Gainsight previously emailed to customers on a regular basis. The Gainsight 360 does not include information on our customer's customers. Gainsight 360 is read-only and cannot be exported. Customers can view the layout from Administration > Analytics > Gainsight 360.

The Gainsight 360 page provides a consolidated view of individual customer information by pulling data from a variety of sources. This feature satisfies the customers by providing them the access to view the layout by themselves from Gainsight 360. Customers can now access the usage data reports that Biz Ops used to email to them. As this is in read-only mode, the data is secured on Customer’s portal.

To enable the Gainsight 360 custom tab for non-Admins in your org, please refer to Grant Access to Gainsight 360 Custom Tab for instructions.

Limitations

Gainsight 360 has some restrictions. In general, Gainsight 360 will be a read-only version of Summary, Attributes, and Related Lists. The following table lists the limitations/restrictions. This feature is only available to current Gainsight customers..

Section Restricted Items
Summary
  • Edit Summary
  • Tags
  • Comments
Attributes
  • Edit Attributes (PopUp)
  • Inline edit of attributes
Related List
  • Export services (Export to Excel, Image, and CSV)
  • Embedded Page
  • Redirection URL (hyperlinks for Account Name/ Relationship Name etc.)
  • State preservation for default report
  • Link to configuration page if sections if not configured.
  • Showing Widget chart type

 

Section Unavailable Items
Summary
  • Filters in GS360 page

  • D3 bubble chart

  • Server Side search in tabular reports

  • Milestones in reports

  • Column Calculations in tabular reports

  • Scorecard reports (Source objects will not be displayed)

IMPORTANT: This feature does not work in versions of Internet Explorer below IE11.

View Gainsight 360

  1. Navigate to Administration > Analytics > Gainsight 360.

If you see the following message displayed, saying you do not have access to Gainsight 360, reach out to support@gainsight.com to request access to the Gainsight 360.

G360.PNG

  1. Click Gainsight 360 to view the new page in a separate window.

Review

  • Summary Data: Summary fields on the right and the widgets in the middle display the most important information and metrics.

The summary section displays the following fields and widgets that are set by the Gainsight BizOps Team.

  • Fields:
    • Renewal Date
    • Client Outcomes Lead
    • Support Level
    • Premier Support Representative
  • Widgets:
    • Total Licenses Assigned
    • Daily Active Users
    • Open Tickets
    • MB Stored in MDA
    • Rule Successes
  • Attributes: This displays multiple attribute sections with relevant fields in the layout.
  • Related Lists: Displays the reports of the fields related to the files that are attached in Salesforce.
    • Usage Overall: Customers can view the following reports:
      • Overall Active Users
      • Overall Page Views

 

  • Usage Details: Customers can view the following reports as shown in the following image (in the Usage Details field > drop-down list).        

  • User Habits: Customers can view the following reports:
    • G360: Top 20 Users
    • G360: User-level Habits Details

  • Rules Engine Trends

  • CoPilot Trends

  • Support Tickets: Customers can view the following reports:
    • G360: All Support Tickets (lifetime)
    • G360: Open Support Tickets
    • G360: Support Ticket Status by Created Date

  • Verified Bugs: Customers can view the following reports:
    • G360: Verified Bug Support Tickets (all time)
    • G360: Open, Verified Bug Support Tickets

  • Community Posts

  • MB Stored in MDA

  • Resources

More Info on Mongo, Redshift, and PostgreSQL Databases:

Some of the usage data reports refer to MDA storage data in megabytes (MB). Gainsight uses three databases to store data in MDA - Redshift, Mongo and PostgreSQL. They're basically storage services from three different vendors, selected for different capabilities they offer. The graph displays the amount of MBs of data stored on each of these databases. Any data that a customer adds to MDA manually goes into Redshift, unless it's loaded in one of the system objects we've provided.

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