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Gainsight Inc.

Catch-up on 360 Enhancements

May 2017: 5.6 Release

Automatic Updates:

1. Add tasks in Timeline Activity editor: CSMs can now add tasks in the Activity editor. A new section called Tasks appears in the Activity Editor.

Following are some important points about tasks in Activity Editor: 

a. After users create a task in the activity editor, a task in CTA is simultaneously created for that particular Account or Relationship.

i. If you add a task from CTA > Timeline, a task will be created under the selected CTA.

ii. If you add a task from 360 Timeline, a new CTA will be created for the Account/Relationship.

iii. If you have created multiple tasks in the Activity, multiple tasks will be created under the CTA. The CTA will be created with the Subject of the Activity.

b. Users can assign the task to any user in your Salesforce org. The default assignee is the logged in user.

c. Users can set a due date for the task using the Calendar icon. The due date set for the task will be the due date of the CTA task. If there are multiple tasks, the latest task due date will also be the CTA due date.

d. To mark a task as Completed, users can either click the check box in the Activity Editor or mark the task done from Cockpit.

e. You can access all of the tasks in the Cockpit list view by sorting for Activity type CTAs. 

Note: Tasks are limited to 80 characters maximum.

2. Reporting category can be assigned to an activity type: Reporting categories can be added, edited, or deleted from Administration > Activities > Activity Types page. You can assign reporting categories to an activity and report on it if required. Assigning a reporting category to an activity type gives you the ability to group activity types created in Accounts and Relationship Types into a single entity for use in Reporting.

a. Click Reporting Category. The Activity Type Reporting Category dialog appears.

b. Click + CATEGORY. A text box appears.

c. Type the name of the category and click Save. The new reporting category will be added. 

d. In the Reporting Category column, select a reporting category from the list to map the activity type.

3. Email Assist tasks are tracked as Timeline Activities: Emails sent from Email Assist tasks will be tracked as an activity for the Account or Relationship. For more information, see Access Timeline from the CTA detail view.

4. Create reports on Activities in the Report Builder: Admins can now access activities logged in Timeline from the Report Builder. In the Report Builder, use Activity Timeline as the source object and add relevant fields to the report.

a. You can view the Subject line of all the activities using the Subject field in Show Me section.

b. After you generate the report, you can click any subject to view the associated activity.

c. Notes, External Attendees, and Internal Attendees information are not available for selection in the Activity Timeline object. To view this information, click the subject in the report. The activity opens in a new web page.

Notes

  • You cannot write data to the Activity Timeline object using Rules Engine as it is a system object in MDA.
  • The Activity Timeline object can be used as a source object only in Bionic Rules. For example, you can use the data from the Activity Timeline object and create a CTA if the number of meetings with the customer in the last month is zero. 

Customers can view their Gainsight data in the new Gainsight 360: Gainsight customers can view their organization's Gainsight product usage data to better understand how their users are utilizing Gainsight 360. Additionally, customers can see Summary, Attributes and Related List sections. Gainsight 360 does not include information on our customer's customers. The view is read-only and cannot be exported. Customers can view the layout from Administration > Analytics > Gainsight 360.

If you don't see the Gainsight 360 in your org, send a request to support@gainsight.com to have it enabled. For more information, refer to View Gainsight 360.

Incremental Improvements:

1. Configure multiple Relationship 360 layouts: Admins can configure multiple Relationship 360 layouts and assign to users or accounts based on criteria such as Account Type or Industry, and User Role. For example, you may want to create different layouts for your executives and your CSMs; or you may want to have different layouts for your Enterprise customers, and your SMB customers. You could also create a different layout for each stage of a customer’s lifecycle, or for customers versus channel partners.

To create multiple layouts:

a. Navigate to Administration > Relationships.

b. Click Settings (gear icon) on a relationship type.

c. Click 360 Layouts. By default, a R360 layout will be present in Gainsight, you can also add more layouts and assign them as Default. 

d. Click + LAYOUT. The Add Layout dialog appears. 

e. Type a name and description for the layout and click SAVE. The new layout will be created.

f. Click Edit (Pencil icon). 

g. Add fields, sections, and associated objects as required. After you add a field/section/associated object, you can rename it as required.

h. After configuring the layout, you can create criteria to assign the layout for a particular relationship type.

i. Click ASSIGN LAYOUT. The Assign Criteria for Layouts screen appears. 

j. Select a relationship attribute and an user attribute.

k. Assign a layout for the selected attributes.

l. Click SAVE

February 2017: 5.5 Release  

  1. Salesforce Sharing Settings are honored while creating or deleting relationship types: While creating new relationship types from the C360 > 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.

  1. Add Widget report type to C360: Admins may 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. 

  1. View NPS Score or Average NPS Score in C360 and R360 Summary: Admins can choose to display either the NPS Score or Average NPS Score on the NPS Widget. The NPS Widget may be added to the CS360, R360, and Zendesk. 
    1. Navigate to Administration > C360 Layouts, or Administration > Relationships
    2. Click + LAYOUT or edit an existing layout (for relationships, click Card View). 
    3. In a layout section, click Configure (gear icon). The Configure Section dialog appears. 
    4. Add an NPS widget. 
    5. On the NPS widget, click the Settings icon. 

  1. In the NPS Score Settings dialog, select an option: 
    1. NPS Score: You can select a time period for which the NPS score will be calculated. 
    2. Average NPS Score: The average NPS score is displayed (no change from previous release). 
  2. Click APPLY. The NPS score selected here will be visible in the Customer 360 or Relationship 360 Summary sections. 

 

  1. Display NPS Score or Average NPS Score in Survey section of C360/R360: Admins can choose to display either the NPS Score or Average NPS Score on the Survey section. The Survey section can be added to the CS360 and R360.  
    1. Navigate to Administration > C360 Layouts, or Administration > Relationships
    2. Click + LAYOUT or edit an existing layout (for relationships, click Card View). 
    3. In a layout section, click Configure (gear icon) on a Surveys section. The NPS Score Settings dialog appears.

  1. In the NPS Score Settings dialog, select an option: 
    • NPS Score: You can select a time period for which the NPS score will be calculated. 
    • Average NPS Score: The average NPS score will be displayed. This option is same from the previous release. 
  2. Click SAVE. The NPS score selected here will be visible in the Customer 360 or Relationship 360 Summary sections. 

 

  1. Add R360 views to Salesforce Widgets: Admins can add the Relationship 360 view in Account and Opportunity widgets. 
    1. Navigate to Administration > Relationships > [click Configure on a relationship type] > 360 view.
    2. Create a new section or edit an existing section.
    3. In the Show me area, select Account Widget and Opportunity Widget boxes. The section will be available in Account and Opportunity widgets. 

Note: As a recommendation, the Account widget height should be set to 700 pixels. By default, the widget height is set to 400 pixels.

  1. Add Multiple Attribute sections to the Customer 360 page: Admins can add multiple Attribute sections to the C360 page from Administration > C360 Layouts. Using an Attributes section, you can group relevant fields in a section and show it in the C360 page. Similarly, you can add multiple attribute sections to the C360 layout and group relevant fields together. For example, you can group churn attributes together in a single section.  


 

  1. Label changes in Relationship Configuration page: In Administration > Relationships > [click on a relationship type] > Configure, the following labels are modified to improve clarity: 
  • Attributes is changed to Fields
  • Linked Objects is changed to Associated Objects
  1. Display decimal values in CS360/R360 pages: For numeric and currency fields, Admins can choose to display decimal values. Formatting options are provided for every number and currency field. You can set these options in the Relationship card view, R360 Attributes, and C360 Attribute configurations. With this enhancement, numeric and currency fields are not rounded off to the nearest integer.

  1. Search for a relationship type globally: Users can search for a specific relationship type from the global search in the Gainsight application using two options. A minimum of 3 letters are required to initiate the search. Once a match is found, a drop-down displays the matching relationship types. Clicking on a relationship type from the drop-down opens a new tab with the Relationship 360 page. The input search term remains in the search bar (sticky) even if you navigate to a different tab. 
    1. Relationship search ‘starts with’
    2. Relationship search ‘contains’ 

  1. CS360 and R360 pages load significantly faster: We added static files caching on the CS360, thus improving the initial CS360 page load, reduced server calls on initial load, improved Summary and Relationship section’s load time, performed some CSS refactoring, and optimized fetching of reports per-section, to expedite fetching of related lists.
  2. View open and closed CTAs together in the CS360’s All CTAs list: The All CTAs option is available now in the drop-down list at CS360 > Cockpit. 

  1. Objective type CTAs are removed from the CS360 and R360 > Cockpit page. To see the objective type CTAs, navigate to CS360 and R360 > Success Plans > Objectives page.
  2. Usability enhancements in Success Plans: Rich text formatting capabilities are added to the text areas in Success Plans. You can also copy and paste content from a source to these text areas, and the text areas themselves are larger.

November 2016: 5.4 Release

  1. CS360 Timeline (Beta): from the Timeline view, users can log Activities, such as Updates, Calls, Meetings, and Emails, along with notes from their customer interactions. For more information, refer to Configure C360 Timeline View and Use CS360 Timeline.
  2. Create Custom CS360 Layouts for different Accounts and Users. CS360 Sections is now renamed CS360 Layouts. Admins can now create up to 11 custom CS360 layouts for different Accounts and different Users. For more information, refer to Configure Custom CS360 Layouts.

October 2016: 5.3 Release 

  1. New toggle button for enabling scroll on the C360 and R360 pages: If you enable Scrolling on the C360 page, scrolling is automatically enabled on the R360 page and vice versa.

Note: With this upgrade, the status of Scrolling on the C360 page is automatically applied to the R360 page. For example, if Scrolling is disabled on the R360 page and it’s enabled on the C360 page, with this upgrade, Scrolling on the R360 page will also be enabled.

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