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Gainsight Inc.

Catch-up on 360 Enhancements

November 2017: 5.10 Release

Automatic Updates:

  1. Scorecard 2.0 and Success Plans sections available in Shared360: In Sharing > 360 Layouts > Section configurations, Scorecard 2.0 and Success Plans are now included under Available sections along with the Summary, Account Attributes, Related List, and Relationships sections. Admin can drag and drop the options to the Selected sections area while configuring layouts for sharing.

    Note: Scorecard 1.0 is not part of the available sections. Only Scorecard 2.0 is available to share. As an admin, you can only delete the Scorecard 2.0 section in the Section configurations area.

SC2.0 and SP in Shared360.gif

Notes:

  • If Scorecards 2.0 is enabled from Setup > Installed Packages, Admins can add the same section while configuring the section in Shared360 for the CSMs/AMs to share with end-users. For more information, refer to Configure Scorecards (2.0).
  • In the Shared360 > Scorecard 2.0 section, end-users can view the overall health score with a trend indicator that indicates whether the customer's overall health score is trending up, down or remaining steady. End-users can also view the customer's overall health trend history and any manually entered notes.
  1. IP Address based filters for accessing shared links in Shared360: In the 360 Layouts > [edit New/Existing Layout] > Sharing settings > Security Settings area, IP address can now be filtered by selecting the IP Based Access check box and multiple IP addresses can be added by clicking + as shown below. This ensures that the shared layout link can be accessed only by end-users with a specific IP address.

Sharing_Settings.gif

  1. C360/R360 layouts can now be shared with internal Users or external Contacts. If CSMs/AMs select Users option from the Send to drop-down list, records from the User object are available to select in the Choose Users field. Similarly, if the Contacts option is selected, records from the Person object are available to select in the Choose Users field.
    For more information on the GS User and GS Person objects, refer to Gainsight User Object and Gainsight Person Object Model.
     
    • Users: Users in your organisation who need access to the Shared360 layouts
    • Contacts: External contacts who are not part of your organisation but need access to the Shared360 layouts

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  1. Attachment limits are increased in Activities: You can upload up to 5 attachments totaling 30 MB per activity.

Incremental Updates:

  1. Dropdown (Picklist) and Date Time fields can be added as custom fields to an activity layout.
    1. Navigate to Administration > Activities > General Settings.
    2. In the Activity Type section, edit an activity type. The Edit Activity Type dialog appears.
    3. In the Configure Layout section, click + FIELD.
    4. In the Field type list, select Date Time and provide a label name.
    5. In the Field type list, select Dropdown and provide a label name.
      1. Type a category name and select from the list of available suggestions. The dropdown categories are loaded from Administration > Data Management > Dropdown Lists page. You can also create a custom dropdown category and display in the Activity Layout. For more information, see Dropdown List and Multiselect Dropdown List.

Activity Timeline 1.png

  1. Click Save. The custom Date Time and Dropdown fields will be added to the activity type. You can see these custom fields while logging an activity. The following activity form shows custom Date Time and Dropdown fields.

Activity Timeline 2.png

  1. Activities in Timeline can now be synced with Salesforce Events: Admins can either select sync to Salesforce Tasks or Salesforce Events for all activity types in the Administration > Activity Sync page.
    1. Navigate to Administration > Activities > Activity Sync.
    2. In the General Settings section, select Salesforce Events. Switching from tasks to events will start syncing the activities to events right away.
      Note: If an activity that was previously synced to Salesforce Events is updated, then that activity will now be synced to Salesforce Tasks. But the frequency of the tasks getting synced will remain same as a minimum of 4 hours and maximum of 24 hours.
    3. While syncing to Salesforce Events, it’s mandatory to map the Date Time field to the End Date-Time field under Salesforce Fields.

Activity Timeline 3.png

  1. Initiate an immediate manual sync of Timeline Activities: A new option for Admins to initiate an immediate manual sync from Administration > Activity Sync page is provided. Clicking this option will trigger a sync job immediately for all activities to either Salesforce Tasks or Events, per your configuration. Once you click the Start Manual Sync option, the sync progress message appears.

TimelineSync.gif

  1. Ability to report on Activity Timeline notes: Using Report Builder, you can now create a report on the notes created in the Timeline. You can use the Activity Timeline object as the source and add Notes as the Show field to generate the report.

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September 2017: 5.9 Release

Automatic Updates:

  1. Gantt Chart (BETA) integration in Success Plans: Navigate to C360 > Success Plans. Gantt Chart is now integrated with Success Plans and provides a graphical view of the progress towards objectives and associated tasks against the schedule.

For more information on Gantt Chart integration, refer to Gantt Chart integration in Success Plans.

  1. Copy Timeline activity contents to Clipboard: You can now copy the content in the activity editor using the Copy to Clipboard option. You can use this option while logging an activity or after an activity is logged. This option copies all of the content in Notes, Tasks, and other fields available in the Activity Editor.

After an activity is logged, expand the activity to copy the contents.

  1. Pop-in and Pop-out Activity Editor: While logging an activity you can make the editor full screen using the new pop-out option. Once the editor is full screen, you can bring it to the original floating position using the same option.

  1. Link to CTA from an activity: If an activity is logged from Cockpit, you can now access that CTA using a link provided on the activity.

    Click CTA. The related CTA appears in a new window.

Incremental Improvements:

  1. Search configuration in Success Plans for lookup fields: Navigate to Administration > Success Plans. Admins can now configure search and filter criteria for lookup fields in Success Plans.
    To configure a lookup field:
    1. Create a lookup field.
      1. Click the Edit icon in any of the Success Plan type sections. Success Plan Info Field Configuration is displayed.
      2. Click +FIELD to create a new field. Create New Field dialog box is displayed.

  1. Select the field type as Lookup.
  2. Select a lookup object from the available options.
  3. Enter a value in label and API Name as displayed in the following image:

  1. Click CREATE to add the new field or click CANCEL.
  1. Drag and drop this field into the Details section as displayed in the following image:

  1. Click the gear icon. A Configuration window is displayed for the relevant field.
  2. Click +ADD to add the Search Fields as required.
  3. Click +FILTER to add the FILTERS as required.

  1. Click SAVE to save the configuration or click CANCEL.

Refer to the following image to view the search result fields in C360 > Success Plans as configured:

  1. Access Timeline in Account and Opportunity Widgets: You can access the Activity Timeline from Account and Opportunity widgets. You can log activities and notes, create follow-up tasks, and access drafts in the Account and Opportunity widgets. You can enable/disable Activity Timeline in Account and Opportunity Widgets at Administration > Activities.
  • In Account Widget:

  • In Opportunity Widget:

  1. Enable/Disable Activity Timeline: You can enable/disable Activity Timeline in Accounts or Relationship Types. You can enable/disable Timeline in areas like C360/R360, Cockpit, Account Widget, and Opportunity Widget. While enabling/disabling Timeline for all accounts at once, you can enable/disable Timeline only for a particular relationship type. By default, Activity Timeline is enabled in all modules of Gainsight.

To enable/disable Activity Timeline:  

  1. Navigate to Administration > Activities.
  2. Select Account or Relationship.
    1. Account: Select Account to toggle Activity Timeline in C360, Cockpit, Account Widget, and Opportunity Widget. For example, if you select Account and disable the Timeline in Cockpit, the Activity Timeline will not be available for all of the Account level CTAs. However, if Timeline is enabled for Relationships, it can be seen in Cockpit for CTAs created on relationships. 
      In the Enable Timeline in section, select the areas in which you would like the Timeline to be enabled.

  1. Relationship: Select Relationship to toggle Activity Timeline for a specific Relationship Type.
    • Select a Relationship Type.
    • In the Enable Timeline in section, select the areas in which you would like the timeline to be enabled.

  1. Attach files in Activity Timeline: Files such as photos, spreadsheets, presentation decks, and PDFs can now be attached to an activity. Multiple attachments can be added at a time. Files with these extensions are supported in Activity Timeline - jpg, jpeg, gif, png, bmp, pdf, doc, docx, txt, ppt, pptx, xls and xlsx. 

    1. To start attaching any file:

      1. Click on the attachment icon.

 

  1. Select the file(s) that you want to attach.    
    Note: Maximum attachments per activity is five and maximum file size per attachment is 5 MB. You can preview the attachment soon after uploading.

The paper clip icon shows that the specific activity has file(s) attached with it.

When you expand the activity, you can see the attachment. You can download the attachment from the composer.

To delete an attachment, click the delete icon. There is no undo option available after deleting the attachment.

Note: Users who can edit the activity, only they can add/delete attachments. Activity/Timeline can be searched by attachment name and attachment-content.

New Features:

Gainsight introduces the Shared 360 functionality which enables Admins to share customer information (in read-only mode) with non Gainsight/SFDC users. This feature helps align the stakeholders of your customer, partner or vendor on a single source of truth. Shared360 enables everyone involved in an account to coordinate and prioritize their actions around a unified understanding of health. Stakeholders can view the Shared 360 through a web page for easy access outside of the Gainsight application. It is configurable by Admins and may contain Summary, Account Attributes, Reports, and Relationships sections. The configured information can then be shared through email as a link, with optional security settings with the recipients’ ids.The recipient needs to be added as a GS user into the GS User object (which will be in MDA). For more information on how a GS user can be added, refer to Gainsight User Object.

IMPORTANT: Shared 360 (link) can be shared with anyone who’s been added to the GS User object - regardless of Gainsight or Salesforce license status. Admins can choose to add an optional One Time Password (OTP)  that can be generated for a maximum of five times per link and the end-user can re-try it three times. There is also an option to set up an expiration date.

  • For more information about how admins can create, configure, manage, delete 360 Layouts, and help Customer Success Managers (CSMs)/Account Managers (AMs) to share customer information, refer to the Configure Shared 360 article.
  • For more information about how CSMs/AMs can share customer information/360 view, refer to the Shared 360 Overview (for CSMs) article.
  • For more information about how end-users (non Gainsight/SFDC users) can view the customer information/360 view, refer to the View Shared 360 article.

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.

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