This article will walk you through how to configure the Customer 360 Summary which can be found in the Customer 360 Details view, Account Widget and Opportunity Widget.

Customer 360 Summary Section


The summary section will display the following fields and widgets by default.


  1. Status
  2. Industry
  3. ASV/ARR
  4. Orig. Contr. Date
  5. Renewal Date
  6. Lifetime in Months


  1. Active Users
  2. Health Score
  3. NPS®
  4. Open Support Cases
  5. Open Calls to Action


To configure this section:

  1. Navigate to Administration > C360 Layouts.
  2. Click the Pencil icon of the layout where you want to add/modify the Summary section. Otherwise, create a new layout to include this section. For more information, refer to the Configure Custom C360 Layouts article.
  3. Drag-and-drop the Summary section in the right pane.
  4. Hover over the dropped Summary section to reveal the Pencil, Gear, and Delete icons:
    • Click the Pencil icon to edit the section label or the Show in options
    • Click the Configuration gear to configure the Fields and Widgets in the section

Note: 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 and R360 Attributes. With this enhancement, numeric and currency fields are not rounded off to the nearest integer.


The following image shows the Fields configuration in the Summary section. 


The following image shows the Widget configuration in the Summary section.

  1. Click SAVE.


Up to 6 fields can be displayed in the Summary. You will be able to pick  fields from Account and Customer Info Objects. A field can be dragged into the fields list at the far left or into the widget area.

The following field types are not supported in Summary:

  • Comments or Long Text
  • Multi Select Picklist
  • Standard Fields (Geo Location, Jigsaw, ID, etc.)

Widgets are pre-designed cards that are designed to display a certain metric. Widgets can be dragged into the big rectangles as seen above.

Currently Gainsight provides 5 pre-designed widgets:

Widget: Users


The Users widget looks at usage indicator in the Usage Configuration section, as well as any Custom Labels applied. This section uses the following calculation

(Total Measure Value for last loaded data (at account level)) / Total user from Customer (User__c from CustomerInfo__c)) * 100

e.g. For month of August "All logins" (measure selected as Usage Indicator) is 900 and Total users (from customers object Users__c field) is 1000. Then Usage% is (900/1000)*100 = 90%

Widget: Health Score


The Health Score widget shows the health score as well as a trend line. If Scorecards are not enabled in your org, this widget wil not appear.

Widget: NPS®


The NPS® widget shows the average rating form the most recent survey, and a trend line of the average ratings across the last several surveys.

View NPS® Score or Average NPS® Score(in NPS® Widget or Surveys Layout)Admins can choose to display either the NPS® Score or Average NPS® Score on the NPS® widget or Surveys layout. The NPS® Widget can be added to the C360, 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: This score is calculated in the following way: (Percentage of Promoters) - (Percentage of Detractors). The value will range from -100 to 100. A score higher than 0 is considered good, while a negative score is considered bad. You can select a time period for which the NPS® score will be calculated. 
    2. Average NPS® Score: This score is calculated in the following way: (Sum of all Responses) / (Count of Responses). The value will range from 1 to 10. 
  2. Click APPLY. The NPS® score selected here will be visible in the Customer 360 or Relationship 360 Summary sections. 

Widget: Open Cases


By default the Open Cases widget shows the number of support cases housed in the Salesforce Case Object where status is not closed.

You can point to another object or change the parameter by changing the simple query we have in place. To do this, from the Salesforce Developer Console you will query the widgets using the following query:  

Select id, name, JBCXM__Active__c, JBCXM__QueryOption__c, JBCXM__SystemName__c, JBCXM__Title__c from JBCXM__Widgets__c

Edit the JSON in JBCXM__QueryOption__c of the Widget titled ‘Open Cases’ to make changes.

If for example, you wanted to point to the Zendesk object (from SFDC) you would replace the JSON with the following and then click Save:

{"AccountlookupName":"Zendesk__Organization__c","fieldSet":{"objectName": "Zendesk__Zendesk_Ticket__c","name": "Id","label": "Id","graphType": "","aggType": "COUNT","aliasName": "","fieldType": "ID"},"filterConditions": [{"name": "Zendesk__Status__c","value": "('Solved','closed')","objectName": "Zendesk__Zendesk_Ticket__c","fieldType": "PICKLIST","operator": "x"}]}

To revert to the Salesforce Case object for open support cases, edit the JSON in JBCXM__QueryOption__c of the Widget titled ‘Open Cases’:

{"AccountlookupName":"AccountId","fieldSet":{"objectName": "Case","name": "Id","label": "Id","graphType": "","aggType": "COUNT","aliasName": "","fieldType": "ID"},"filterConditions": [{"name": "isClosed","value": "true","objectName": "Case","fieldType": "BOOLEAN","operator": "x"}]}

Widget: Open Calls to Action


This Open Calls to Action widget shows the number of open Risks, Events, Opportunities for the account across all owners.

In the Summary Widgets, you can see the URLs are holding a clickable hyperlink. This is applicable only for the URL data type fields created in the SFDC Account object and Gainsight CustomerInfo object.

Custom Widgets

Apart from the default widgets, you can also create and add custom widgets to the WIDGETS tab. After the widget is added to the WIDGETS tab, you can drag and drop it to the Preview section for the CSMs to view it on the C360 page. You can create a Custom Widget by configuring a Widget Report on the Report Builder page.

Note: Widgets built off of custom objects are not supported.

To create a custom Widget:

  1. Navigate to Administration > Report Builder. The Report Builder window is displayed.

  2. Click + REPORT.  

  3. Enter a name for the report. (Here MRR widget)

  4. Select the required Object on which you want to create a widget (here Company).

  5. Select the field on which you wish to create a widget (here MRR). You can select a field of any Data Type to create a widget.

Add MRR widget.gif

You must apply an Aggregation method on the selected field so that the widget visualization type is activated. Also, you can select only one field in the Show me section.

  1. Click the Configuration icon for the MRR field and select an Aggregation type.

  2. Click the Visualization type icon and select the Widget option.

MRR in the widget.gif

Note: The value $24.54 billions is the aggregated MRR of all the Companies.

  1. Click the Save as icon and assign widget label (Example: MRR widget).
  2. Click SAVE.

Save MRR widget report.gif

You can now find that the MRR widget report is displayed as Widget on the C360 configuration page. You can drag and drop it to the Preview section for the CSMs to view from the C360 page.

MRR widget output.png


NPS, Net Promoter, and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld