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Configure Renewal Center

This article explains how to configure various sections of Renewal Center. After reading this article, admins can set up the Salesforce connector to sync opportunity data, configure forecast list view and detail view pages, and setup color codes for different churn types.

Overview

Renewal Center allows users to manage their renewal and upsell book of business. Renewal Center must be configured by an admin before CSMs can start using it. Renewal center configuration contains deployment checklists, locale settings, and seven sections to be configured. The configurations performed in these sections and locale section set up the Renewal Center area for end-users.

Note: The Dashboard section in the Renewal Center configuration page is hidden. This section allowed you to configure the Churn colors for various Churn reasons. You cannot view or modify this section. Gainsight has hidden the Dashboard tab to ensure that customers use standardized Churn colors. However, if you have configured custom colors for Churn reasons previously, your configurations will be honored. If you wish to view and edit Churn colors, contact Gainsight.

Pre-Deployment Checklist 

  • Renewal Center must be enabled in your tenant by Gainsight.
  • Update the following out of the box jobs in the Salesforce Connector with your required and custom field mappings: 
    • Opportunity Sync
  • The following standard fields of the GS Opportunity object must be mapped from the Salesforce Opportunity or updated using Rules Engine to support the out of the box analysis:
    • Target Amount is the original renewable value of an opportunity. This value is usually determined at the time of the original sale. This field supports the summary calculation for “Renewals Due.” “Renewals Due” is the denominator in the calculations for Gross and Net Renewal Rates.
    • Forecast Amount is the estimated total sale amount. For a renewal opportunity, if this value is higher than the Target Amount, then the difference would be considered upsell (renewal with upsell). If this value is lower than the Target Amount, then the difference would be considered downsell (renewal with downsell). For opportunities that are of type Upsell or Downsell, the total Forecast Amount value is considered upsell or downsell, respectively.
    • Final Amount: The official amount that the opportunity closed. For Won opportunities, this amount is compared to the Target Amount to calculate if a renewal has upsell or downsell. The amount is used for all Actuals calculations on the Dashboard. Customers who do not have a need for this can create a rule to make this equal the Forecast Amount.
    • The amounts here for all opportunities must be consistently ARR or MRR to ensure accurate calculations. 
    • Due Date: The original date the renewal opportunity was expected to renew. This would be one year from the original sale date for a one-year deal. This date is used to calculate if a renewal is early or late, as compared to the Close Date. 
  • To create new opportunities in Renewal Center, you must configure all the fields that are required to pass validation rules in Salesforce. Similarly, to modify the opportunity stages, the required fields must be configured. This configuration includes the creation of the custom field in Data Management, map in Connector, and configure in the Opportunity Detail View. To learn more about how to perform this checklist, refer to the Create and Configure Custom Fields in Renewal Center article.

    Note: When you sync a Picklist data type field from Salesforce to Renewal center, all the Picklist values are automatically synced from Salesforce. You need not create Picklist values manually in Renewal Center.

  • Company ARR must be populated in the ARR field of the Company object. This supports the analysis on missing opportunities, and calculation of Data Science Likelihood Score. If you are currently populating this data in a custom field, you can create a rule to copy the data to this standard field.

Configure User Locale

Renewal Center supports and honors the user locale settings applied in your Salesforce org. When you configure the User Locale settings, Renewal Center users (Renewal Managers, CSMs etc ) can view the values in the Date and Date Time Data type fields in the selected format. By default, US Locale settings are configured. If you do not configure this section, Renewal Center users continue to see the values in US Locale format. 

To configure Locale Settings (SFDC):

  1. Navigate to My Settings in Salesforce. You can see that currently the Date values are displayed in US format.
  2. Navigate to Personal > Language & Time Zone. The Language & Time Zone window is displayed.
  3. Select the required locale from the Locale drop-down menu.
  4. Click Save.

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Click here to learn more about configuring User Locale setting for Gainsight NXT
To configure the User Locale setting in Gainsight NXT, perform the following tasks:
  1. Navigate to General > Application Settings. You can see that currently the Date values are displayed in US format.
    Date format.png
  1. Select the required locale from the Locale drop-down menu.
  2. Click SAVE. You can now see that the Date values are displayed in German format, on the Renewal Center User page.

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Configure Data Permissions

Renewal Center now Gainsight Data Permissions. Admins can restrict the read and write access that users have over specific opportunities.

For example, users can be restricted to only see the opportunities that they own. To configure, navigate to Administration > Users and Permissions > Data Permissions.

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Note: Renewal Center uses the GS Opportunity object. Controlling the permissions on this object determines the data displayed in Renewal Center. 
For more information on Gainsight Data Permissions, refer to the Data Permissions (SFDC Link) article.

Renewal Center Objects

This section explains the objects used in Renewal Center and how data can be ingested into these objects. 

With Renewal Center, Gainsight offers four objects; GS Opportunity, GS Opportunity Stage, GS Record Type, and GS Predictions. The GS Opportunity object consists of fields that hold various information about an opportunity. Users can view and edit these fields based on the configurations made by the admin. Data is ingested into this object through the Opportunity Sync job in Salesforce Connector. Data is ingested into the GS Opportunity Stage Object through the Opportunity Stage Sync job. 

Before you configure Renewal Center, ensure that Salesforce Connector and related data sync jobs are executed. To learn more about configuring Salesforce jobs for Renewal Center, refer to the Salesforce Connector Jobs for Renewal Center article.

Configure Renewal Center 

Renewal Center admin page has six sections that allow you to perform various configurations. And this section explains how to configure various sections of the Renewal Center page. 

To configure Renewal Center, navigate to Administration > Renewal Center

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Data

This section allows you to configure the general configurations for Renewal Center.

The following configuration options are available:

  • Sync Options
  • Data Operations
  • Stages

Sync Options

In this section, you can select the sync options for the Opportunity data, depending on the CRM you use. Renewal Center is available to users who do not use Salesforce at all or manage renewals outside of Salesforce.

Following options are available:

  • Gainsight: Opportunities will exist only in Gainsight. 

    Sync Options.jpg

For more information, refer to the Deploy Renewal Center without Salesforce article.

  • Salesforce: Opportunities will be synchronized with Salesforce.

This section allows you to define the method by that you can sync renewal data back to your CRM, either as an Integration user or Logged in User. Integration user is the user who is designated for connector data sync from your CRM to Gainsight (generally Admins). Logged in User is the user who uses Renewal Center (CSMs, Renewal Managers).

  • Selecting Integration User allows any Gainsight user to modify or create opportunities. API must be enabled for the integration user.
  • Selecting Logged In User allows only CRM user who has the permissions in their CRM to modify or create opportunities to do so. API must be enabled for the relevant user(s) in your CRM.

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To configure user-level authentication:

  1. Navigate to Administration > Renewal Center configuration
  2. Click the User Level Authentication pane.
  3. Select the required user role with which you wish to sync data back.
  4. Click Save.

Note: Sync options cannot be switched if there are no records in GS Opportunity

For more information on how to configure this feature, refer to the Deploy Renewal Center without Salesforce article.

Data Operations

This section allows you to delete records from GS Opportunity. This is required if Connector or Rules criteria has changed to sync fewer opportunities. Sync jobs should be changed before deletion, or deleted opportunities get re-added.

Admins can delete all selected opportunity records using the Delete option. When you select the global checkbox and click Select all Opportunities, all the selected opportunity records are deleted.

Note: This operation will not delete opportunities from your CRM.

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Stages

You need to configure stages in the Data Management section to reflect the progress of Opportunities. 

For Salesforce Sync Option

This section consists of field mappings configured between the Salesforce Opportunity object and the Gainsight GS opportunity object. 

Notes:

  • The field mappings are displayed as configured in the Opportunity Sync job of Salesforce Connector. 
  • Renewal Center also displays fields that are not mapped yet. (generally, these can be custom fields). You must map these additional fields as they are required to successfully update an opportunity in Salesforce.
  • To edit a field mapping, click Edit Connector
  • When you click Edit Connector, the Salesforce Connector page is displayed. 
  • Once you edit the field mappings for Opportunity Sync job and save it, the latest field mappings are populated in the Renewal Center’s Object data mapping window.

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Once you configure Stages in Data Management, you can map the Type, Probability and Forecast Category in this section. 

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For Gainsight Sync Option

You need to create stages and configure picklist values if you are using the Gainsight sync option. For more information, refer to the Deploy Renewal Center without Salesforce article.

Global Filter

This section allows you to configure the fields for the Global filters. Users can use the configured fields to filter data. The global filter is for the user to select their book of business. The filters configured in the Global Filters section derive all of the calculations and Opportunities listed for forecasting. Global filters applied by the user are retained on the next login. 

To configure a field for Global filter:

  1. Click the Filter Configuration pane.
  2. Drag and drop a field from the Fields column to the Global Filter Fields column.
  3. (Optional) Drag and drop the ellipsis menu of a field, to change the order of display.
  4. Click Save.

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Analyze Section

This section consists of two sub-sections which are displayed on the Analyze page. 

Forecast Scenarios

This section allows admins to configure the calculation method of Renewal Forecast and Upsell Forecast in Renewal Center.  

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Calculation Methods for Renewal Forecast and Upsell Forecast: Gainsight offers the following methods to calculate the value of the forecast fields. The methods are:

  • CRM Probability: This option multiplies the value of the Forecast Amount field with the value in the Probability(%) field, for all the qualifying opportunities and adds up the product of all opportunities to obtain Your Forecast value.      
  • Forecast Scenarios: Apart from the CRM probability method, Gainsight offers three scenarios to calculate Your Forecast value; Low, Medium, and High. These names are just for representation purposes and can be changed. For each of the three scenarios, you can configure the values from the Forecast Category fields. When you select a scenario, the Forecast Amount is added for all qualifying opportunities whose Forecast Category is one of the values configured for the selected scenario.

Note: Forecast Category is a picklist field in the GS Opportunity object. Each Opportunity has a value for this field. This value is synced from Salesforce.

In the following image, you can view the Low, Medium, and High scenarios.

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Now, for the Low scenario, you can configure picklist values from the Forecast Category Picklist field. The below image shows that Forecast Category has five picklist values. Out of these five picklist values, Commit and Closed values are configured for the Low scenario.

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Now, if you select the Low scenario as the calculation method for the Forecast fields, all the opportunities whose Forecast Category is either Closed and Commit, are selected for calculation. The value in the Forecast Amount field of all these opportunities is added to obtain the forecast values.

Apart from Low, you can also configure picklist values for the Medium and High scenarios. The scenario which is selected in the drop-down menu determines the calculation method for Renewal Forecast and Upsell Forecast.

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You can also change the name of the scenarios as shown below in the following image. You must click Save after changing the name of a scenario.

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The Renewal Center user page displays the Renewal Forecast and Upsell Forecast fields after performing the calculation by using the method you selected. Users can also see the values if other calculation methods were applied, by hovering on Renewal Forecast and Upsell Forecast.

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In the following image, Your Forecast value is $19.77K. When you hover on the tooltip, you can see the values if other calculation methods were applied. 

The following table summarizes the four calculation methods for Your Forecast value:

Calculation Method Name

Calculation Method

CRM Probability

Multiplies the Forecast Amount field with Probability (%) field for all the qualifying Opportunities and adds the product of all opportunities.

Low scenario (Name can vary)

Adds the Forecast Amount field of all Opportunities whose Forecast Category is configured with this scenario.

Medium scenario (Name can vary)

Adds the Forecast Amount field of all Opportunities whose Forecast Category is configured with this scenario.

High scenario (Name can vary)

Adds the Forecast Amount field of all Opportunities whose Forecast Category is configured with this scenario.

To configure forecasts:

  1. Navigate to Administration > Renewal Center configuration.
  2. Click the Forecast pane.
  3. Select your calculation method.
  4. Configure your scenarios with Forecast Category values (applicable only if either High, Medium or Low is selected).
  5. Click Save.

Booking Types

Booking type is a Gainsight category used to help Renewal Center identify opportunities that are Renewal, Upsell, and Downsell. You can configure how Renewal Center should identify these opportunities. Most customers have a different Opportunity Type or Opportunity Record Type for Renewal, Upsell, and Downsell.  Other Picklist Data type fields from the Salesforce Opportunity object may also be used. 

Mapping to Upsell and Downsell is not required for customers who do not create separate opportunities for Upsell and Downsell. Upsell and Downsell are also calculated when there is a difference between Forecast Amount and Target Amount, for Open opportunities. For closed Opportunities, the difference between the final amount and the target amount is considered.

Booking Types.jpg

 

You can now select any combination of Record type and Picklist values, to define your Booking type.

A Booking Type is assigned to all the opportunities once you configure and save this page. If you have not created opportunities exclusively to track Downsell and Upsell, it is not required for you to perform any mappings. Gainsight automatically calculates Renewals with upsell and Renewals with downsell based on the difference between the forecasted amount and target amount. Renewal with upsell and Renewal with downsell are derived Booking types.

Note: All of the Opportunity records are checked to verify if they satisfy the matching criteria for a Booking type. If a record qualifies the matching criteria for multiple booking types, the record is added to the first Booking type for which it matched the criteria.

IMPORTANT: When you click Save, the entire set of opportunity records are re-calculated. This process could take several minutes, depending on the number of records present and the system load. Ensure that you update this configuration during maintenance windows to avoid locking any records which are being used by users.  

Note: The Renewal Center user page also consists of a Forecast Chart. It displays a bar chart for each of the Booking types against the Stages. The color for each stage is derived from the RM Opportunity Stage drop-down menu. If you have not configured any color for a stage, a random color is assigned to that stage.

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In the above image, only the Value Proposition and Prospecting Stages are configured with colors. So the Renewal Center page displays only these Stages with the configured color. Other Stages are assigned a random color.

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Forecast Section

This section consists of sub-sections that you can be configured for the Forecast tab.

Table View

This section allows you to configure the fields for the Forecast table view

To display a field on the Opportunity list view:

  1. Drag and drop the required field from Forecast fields column to Forecast Table view field order column.
  2. (Optional) Drag and drop the ellipsis menu of a field, to change the order of display.

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  1. (Optional) Click the settings icon.
  2. (applicable only if step 3 is executed) Select the Editable checkbox to make a field editable by the user. The Editable checkbox is selected and frozen for a few fields (example calculated fields, you cannot make such fields editable).
  3. (applicable only if step 3 is executed) Select the Required checkbox to set a field to be mandatory. This checkbox is selected frozen for fields that are mandatory, by default. 
  4. (applicable only if step 3 is executed) Click Ok.
  5. Click Save.

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The list view of Opportunities on the Renewal center page displays the configured fields in the same order.

The fields under the Forecast fields column are populated from the GS Opportunity object. Apart from the GS Opportunity object, you can also use fields of those objects to which GS Opportunity has a lookup. Up to three levels of lookup are supported, including parent object (GS Opportunity).

Detail View

In this section, you can configure the fields which need to be displayed on the Opportunity detail view page. You can also add a custom label to the configured fields. You can also make a field editable or non-editable. You must add and configure all the fields required to update the Opportunity records per the validation rules configured in Salesforce. If you fail to do this, Gainsight cannot sync Opportunity updates back to Salesforce and users will see corresponding error messages from the validation rules while saving an opportunity.

To display a field on the Opportunity detail view:

  1. Drag and drop the required field from Forecast fields column to Forecast Table view field layout column.
  2. (Optional) Drag and drop the ellipsis menu of a field, to change the order of display.
  3. (Optional) Click the settings icon and enter a name in the Custom label field.
  4. (applicable only if step 3 is executed) Select the Editable checkbox to make the field editable for the user. You cannot modify this setting for fields that are not editable (calculated fields). 
  5. (applicable only if step 3 is executed) Select the Required checkbox to make a field mandatory. This checkbox is frozen for fields that are set to be mandatory, by default (for example, the Name field). 
  6. (applicable only if step 3 is executed) Click Ok
  7. Click Save.

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View Custom and Actual Field Labels

As an admin, if you change the label of a field, Renewal Center displays both actual and custom labels used on the field. However, end users can only view the custom label used on a field. This enhancement helps you easily identify the actual label of a field when you have used custom labels on multiple fields. You can create custom labels on fields present in the Forecast table and Forecast Detail view. 

The fields for which custom labels are created are displayed as per the syntax, Custom Label (Actual Label). You can also view the custom and actual label when you hover your mouse on the field.

To use custom labels: 

  1. Navigate to the Renewal Center Configuration page. 
  2. Click Forecast Table or Forecast Detail view. 
  3. Click the Settings icon for the required field.
  4. Enter the new label in the Custom Label field.
  5. Click Ok
  6. Click Save

Note: If you change the label of a field and then drag and drop a field from the right column to the left column (hide it from the Renewal Center User page), the original label is retained.

Configure Relationship

Users can work with the Relationship Scorecard and Timeline in Renewal Center. The Likelihood to Renew Score also incorporates Relationship data. 

The Relationship field is available for users to select the Relationship as required. If no Relationship is associated with the opportunity, the Company level Scorecard and Timeline will be shown. Admins must first configure the Relationship field to appear in the Detail and Table Views. 

To add the Relationship field to the Detail and Table Views:

  1. Navigate to Renewal Center Configuration > Forecast Section > Detail View.
  2. Drag and drop the Relationship field to the layout.
    Note: The same steps apply to Table View as well.
  3. Click Save.

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Tabs in Detail View

This section allows you to configure the tabs which must be displayed in the Renewal Center detail view section. By default, Renewal Center detail view displays three tabs: Details, Timeline, and Scorecard. You can choose to hide or display the Timeline and Scorecard tab(s) from the detail view. You can also change the order of the tabs. The Details tab is always displayed and cannot be hidden since it holds all the basic information about the opportunity.

To hide or rearrange tabs:

  1. Click the Tabs in Detail View section.
  2. Select the radio buttons for Timeline and Scorecard sections, as required. 
  3. (Optional) Hold the ellipsis menu button and drag the tabs to rearrange their position in the detail view. 
  4.  Click Save.

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The detail view now displays only the Timeline tab and the Details tab.

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Field Tracking

By configuring field tracking, you can:

  • Track weekly changes for up to 20 fields including custom fields
  • Highlight opportunity changes during the past week
  • View the details of the change such as Old Value, New Value, Updated User, and Updated Time while hovering over the highlighted field.

Note: Field Tracking is enabled by default.

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Once you configure the required fields, CSMs can view updates to the opportunity in the Forecast tab along with the changes highlighted.

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Other Settings

This section allows you to configure the following options:

Add Opportunity

Admins have the flexibility to hide the Add Opportunity option for users. You can use this configuration if you want users to work with only opportunities synced from your CRM and not create opportunities in Renewal Center. 

To configure Add Opportunity:

  1. Navigate to Renewal Center Configuration > Other Settings.
  2. From the Add Opportunity options, select Show or Hide as required.
  3. Click Save.

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The Data Science section allows you to configure the following options:

  • Reanalyze Data: Admins can now trigger the recalculation of Data Science scores after making any data updates. Previously Gainsight performed a scheduled job to recalculate DS scores once a week, With this enhancement, you can run the Reanalyze Data job to recalculate the historical data that supports the DS Likelihood score and Forecast instantly as required. 
    Note: You need to click the Run Now button if you have changed the source data that supports any of the required fields. 
  • Data Source: Choose from the data source options depending on whether you want only the Company data or Company and Relationship data to be considered while generating DS Likelihood Score and Forecast.
  • Gainsight Forecast: This section allows you to display or hide the Gainsight forecast field on the Renewal Center User page. This is useful for customers who are early in their deployment of Gainsight CS and may not have established Health Scorecard, a primary data required for supporting the Data Science in Renewal Center. These customers can immediately gain value from the rest of Renewal Center. Once Health Scorecard has been established, customers can update this configuration to show the Gainsight Forecast.

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