Gainsight Widget for IBM
The Gainsight Widget is designed to bring Gainsight data into the systems of record utilized by other Business Units outside of Customer Success in order to promote better cross functional alignment on existing accounts.
Relationships are configured to help IBM manage their internal business units.
IMPORTANT: Although you can create Timeline activities and tasks from the widget, they will not be available outside of the widget (within the full Gainsight application) until a future configuration change.
The Gainsight Widget is available on the SFDC Account page, and appears as shown in the following image. The sections that are available (Scorecard, Cockpit, Summary, etc.) depend on how your Admin configures the widget. If multiple related lists (reports sections) are added to the Widget, they will be grouped and shown under one menu item.
Account and Relationship Level Navigation
To navigate to a specific Relationship, select it from the menu on the left; or click one of the Relationship tiles:
After selecting the relevant Relationship, you will see the Detail View and Timeline View.
In the Detail View, to navigate from one section to another, use the available tab(s) as shown in the following image.
To navigate to a different Relationship or back to the Account level information, click the menu again and select the relevant option:
Detail View Sample Sections
On the Cockpit tab, you can view Open and Closed CTAs, and update CTA or task status (if configuration allows). Users can also create new CTAs, assign ownership, apply playbooks, set milestones, etc. (if configuration allows).
On the Scorecard tab, you can view the health scores, including an overall health score and the individual measure scores, plus relevant comments for the qualitative measures.
You can also access the Activity Timeline View from the widget.
Use Timeline to view activities, such as Updates, Calls, Meetings, Emails, and custom activities. Timeline helps users preserve a chronological history of the most significant interactions with your customer.
If configured, users can enter follow-up tasks directly in an activity which will automatically create an associated CTA in Cockpit.
Note: Although you can create Timeline activities and tasks from the widget, they will not be available outside of the widget (within the full Gainsight application) until a future configuration change.