Overview

This article explains the contents and purpose of the various sections typically included in the Customer 360 DETAILS page. The DETAILS page gives you a 360-degree view of your customers in one place - from usage to sentiment to the executive relationship. To access the Customer 360 view, click on the customer name hyperlink from anywhere within Gainsight. To learn more about the 360 Timeline view, refer to Use C360 or R360 Timeline to Log Activities.

Admins can configure the following standard sections on a Customer 360 Details page using Configure Custom C360 Layouts:

  • Summary
  • Scorecard
  • Attributes
  • Transactions
  • Cockpit
  • Features
  • Person
  • Usage
  • Surveys
  • Relationships
  • Success Plans
  • Related List
  • Adoption Explorer
  • Company Intelligence

Note: This view is customizable and Admins can add or remove sections using the C360 Layouts.

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In the top banner of the Customer 360 Details view you will see:

  1. Customer Name
  2. Customer Status
  3. Follow - This will indicate if you have subscribed to receive notifications for this customer. Click the plus sign to subscribe. When followed you will see a blue check box.
  4. Customer search box - Click the orange down arrow to change phrase operator from starts with to contains. If you are tracking usage by instance, you can search by customer or instance (see screenshot below)
  5. Show/Hide Salesforce Banner - Click the chevron to show or hide the Salesforce banner.
  6. Click the three dots to view the related account, opportunities, or contacts; and Share C360 that enables CSMs/AMs to share customer information (in read-only mode) with non Gainsight/SFDC users. For more information about the Share 360 option, refer to Shared 360 Overview (For CSMs).

  1. Tag the customer with keywords for searching and reporting.To learn more about how to add and report on tags, refer to How to Use Customer Tags.
  2. Click a tile (or scroll) to navigate to a section within the 360 view.
  3. Export - If enabled, you can export an individual Customer 360 view which will be emailed to you in the form of a PDF.

Export Limitations:

  • Currently, the Export feature supports only $ as currency. Therefore, if you are using a different currency format in your org, it might appear as $ when using the Export feature.
  • Currently, you cannot export Scorecards 2.0 data. 

Export ($) Feature Image.png

 

You can also export an individual Success Snapshot template from this page. Once the export is completed, as a logged-in user, you will receive an email with the PowerPoint attached. This PowerPoint Presentation contains the data that is filtered based on the information available in the C360 page for the specific customer/account.

Notes:

  • You can open the exported Success Snapshot template in Microsoft PowerPoint or Google Slides, however, Apple Keynote files are currently not supported.
  • If your Success Snapshot template includes a Success Plan placeholder, it will be included in the export.
  • If you don't see your template in the drop-down menu on the C360, it may be because the last person viewing or editing the template did not click "Done" on the SLIDE OUTLINE tab, which validates the template and makes it visible in the C360.

Search by Instance or Customer

Search by Instance or Customer

Summary

In the summary section, you will see current contract values and important dates and data including:
  • Status Gainsight field with options of Active or Inactive
  • Industry Salesforce Account field
  • Stage Gainsight field used to track the stage such as Go Live, Implementation, etc..
  • Comments Gainsight field used to add important notes about the customer.

You can add a maximum of 6 fields in the left pane of the Summary section. For example, you can add the following fields in the left pane of the Summary section:

  • Orig. Cont. Date
  • Renewal Date
  • Lifetime in Months
  • Days to Renew
  • ARR MRR
  • One-time Rev
  • ARPU
  • Users
  • NPS® Score - depending on the configuration of this section within the C360 layout, this score might be displayed as an average of all responses to the survey, or the 'actual' score that has not been calculated as an average.

Click Edit to make changes to the following data:

  • Status
  • Stage
  • Comments

For more information on how to configure the Summary section, refer to Customer 360 Summary Section Configuration.

Scorecard

In the Scorecard section, you can track customer health over time from qualitative (e.g. relationship) and quantitative (for example, usage) metrics to quickly prioritize engagement and boost revenue. 

You can perform the following actions from Scorecard section in C360 view:

  1. Apply Scorecard:
    1. Click the Settings (Gear) icon to select other scorecards.
    2. Select a scorecard from the Change to dropdown list, if you wish to change the scorecard.
      Note: You can see multiple scorecards in the Change to dropdown list, based on the scorecard configuration. Changing a scorecard for a company leads to recalculation of the health score. Gainsight recommends you to reach out to your admin before changing the scorecard for a company.
    3. Click APPLY to apply the selected scorecard.

6.15 NXT Scorecards C360 Gear Icon.jpg

  1. Change Views: You can click to switch between the following views for the Scorecards section:
  • Summary View: This view is designed to give a high level overview of the customer scorecard. It displays the date the score was last modified, the contribution percentage of each Measure to the Measure Group, and the contribution percentage of each Measure Group to the Overall Score. 

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  • List View: This view is designed to display more details regarding the customer scorecard including scorecard history and comments. 

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  1. Collapse all groups: If there are multiple measure groups in a Scorecard, select the Collapse all groups checkbox to collapse all the groups, and uncheck the checkbox to expand all the groups.

Note: The Collapse all groups checkbox is only available for the List View.

6.15 NXT Scorecards Collapse All Groups.jpg

For more information on various components of the Scorecard section on C360/R360 pages, refer to the View and Update Scorecards in 360 article under the Additional Resources section.

Attributes

Attributes

The attributes section allows you to see data from the Salesforce account record. To learn more about customizing this section, refer to Configure Customer360 Attributes Section.

Tip: You can now perform inline edits to the attributes section by double-clicking the attributes. However, you cannot make inline edits to the non-editable fields.

Limitation: We do not support copying and pasting text from text editors such as Notepad and Notepad++ into the Attributes section. Text that is added this way will save, but all formatting will be removed.

Transactions

Transactions

The Transactions section allows you to see a chronological timeline of your customers' entire purchase history including upsells, downsells, renewals and losses. Transactions can be synced over as opportunities are closed or you can manually enter a transaction. To learn more about administering transactions, refer to these articles:

Configure Transaction Types, Line Items, Churn, Reasons & Settings (1.0)

Configure Opportunity Connector

Adding Transactions

Cockpit

In the Cockpit section you will see all of your Calls to Action (CTA) for a particular customer which could be a combination of Events, Opportunities and/or Risks. You can view open and closed CTAs in this page. These CTA's can be added manually or can be triggered based on business rules to warn of issues or flag opportunity. To learn more about managing Cockpit, refer to How to Use Cockpit to Manage Your Daily Routine.
 

Features

Features

In the features section you can track entitlements, modules or feature sets enabled for the customer. 

Person

Person section in C360 can be used to view the list of people associated with a company based on data from Gainsight Person Model. In the Person section, you can view records of people that you interact with while working with the Customer. You can add, edit, and, delete person records from the this section. 

View Person Details

C360 page is single source of truth for all the associations of a Person. You can view all the Company or Relationship associations of a Person, from one of the associated C360/R360 pages. For example, an investor might collaborate with three different Companies, and therefore they’ll appear as an associated Person for all three Companies. 

You can click any of the Company or Relationship names and navigate to the corresponding C360/R360 page, in a new tab.

To view the associations of a Person:

  1. Navigate to Customers tab. 
  2. Click the customer for whom a new record must be added. The C360 window is displayed for the selected customer (here it is AAR Corp Abscoa division).
  3. Navigate to the Person section.
  4. Click the Person section, in the left pane.
  5. Click the required person name. The person detail view is displayed. You can view all the Company and Relationship associations of a Person from here.

View person association.gif

Add a person record

To add a new Person record: 

  1. Navigate to Customers tab. 
  2. Click the customer for whom a new record must be added. The C360 window is displayed for the selected customer (here it is AAR Corp Abscoa division).
  3. Navigate to the Person section.

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  1. Click + PERSON. The Add Person dialog box appears.

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  1. Enter information in any of the fields and click SEARCH. The Search performed here uses the logical OR condition between the fields.
  2. The list of records matching the search criteria is displayed. The list of Persons who are associated with other companies are also displayed. However, if a Person is already associated with the current Company and if you try to add that person again, you receive an error message.
    Note: If the required person is not found, click ADD NEW PERSON. While associating a person record to a new customer, the previous company associations will not appear.

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  1. To add a new person, click ADD NEW PERSON. The Add Person window is displayed.
  2. In the Add Person window:
    1. Enter the Email address of the person, in the Email field.
    2. Enter the name of the person, in the Name field. 
    3. Click SAVE.

Add Person by name and email.gif

Notes

  • You cannot add a person record, if the email address is already present.  

  • You can associate an existing person record to a new customer and specify different metadata such as a different Role.

  • If a person record is already associated with the current company, then you cannot create the person record.

  • If your admin has configured fields for Company Association, they are displayed in the Company Association section.

Edit a Person Record

You can edit Person records from the Person section of the C360 page. To edit person records:

  1. Click a required person record. The Person detailed view is displayed.
  2. Select a field from the detailed view and select a value.
  3. Click Save (checkmark icon). The details will be saved.

Edit person record.gif

Note: You cannot add/modify info from a field if Edit Permissions are not granted. 

Delete a Person Record

When you delete this record, fields in other objects that are joined with the current object (Relationship Person) will honor the On Delete option selected in the MDA Joins of those fields. The Delete operation is applied to multiple dependency levels. You can find these dependencies (MDA Joins) in the Object Graph of any object. To see Object Graph of an object, navigate to Administration > Data Management > [Select an object] > Object Graph left pane. For more information, refer to Creating Object Graph in MDA Objects.

You can delete a record from the Person section in the C360 page. When you delete this record, fields in other objects that are joined with the current object (Company Person) will honor the On Delete option selected in the MDA Joins of those fields. The Delete operation is applied to multiple dependency levels. You can find these dependencies (MDA Joins) in the Object Graph of any object. To see Object Graph of an object, navigate to Administration > Data Management > [Select an object] > Object Graph left pane. For more information, refer to Creating Object Graph in MDA Objects.

Following are the impacts after deleting a record from the Person section in the C360 page:

  • Record is deleted only from Company Person Object.

  • The corresponding record in the Relationship Person Object is also deleted.

  • Master person record is not deleted from the Person Object.

To delete a record from the Person section of the C360 page:

  1. Navigate to the C360 > Person section.

  2. Click the delete button, for the record to be deleted.

  3. Click Confirm.

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Search for a Person Record

You can search for a Person record from the search section. You can search for a person based on the name or Email field. All records matching the search criteria, are returned.

Search Person.png

You can also filter the Person list in C360 based on any attributes of Company Person / Person objects. For more information on Company Person or Person objects, refer to Company Person.

To filter Person records:

  1. Click the Filter icon.
  2. Select a field from the drop-down list.
  3. Select an operator.
  4. Specify a value for the field.
  5. (Optional) Click + ADD FILTERS, to add more filters.
  6. Click APPLY. The person's list will be refined based on the filter conditions.
  7. (Optional) Click the Refresh icon, to remove the filters.

Filter Person.gif

Add Email Opt-out Field to Person Section

Users have an option to opt-out specific Contacts/Persons from email communications for various reasons such as political, bad sentiment, etc.

To enable admins to opt-out specific Contacts/Persons from the email communications, an Email Opt-Out field must be added to the Gainsight Person object in the LIST VIEW and DETAIL VIEW tabs of the 360 LAYOUTS page.

After the Email Opt-Out field is added to the Gainsight Person object, admins can set the value to true for a particular user of a company in the C360/R360 page. This field setting in the C360/R360 page of the user determines whether to honor the Do Not Email field or not, in the Program. The default value for this field is false.

​For more information, on how to Opt-out Contacts/Persons from JO Emails, refer to the Email Opt-out Policy article.

Usage

IMPORTANT
Usage section will be retired soon. Gainsight strongly recommends you to use, the more advanced Adoption Explorer instead, for enhanced capabilities. For more information, refer Adoption Explorer Overview.

 
Usage

You can see Usage section in your C360 page, if your Admin has already configured. In the Usage section, you can see adoption metrics, date-based noteworthy actions called Milestones and Usage Tracker.

Surveys

The survey section includes two tabs that display survey data that was collected using the NPS® methodology:
  1. NPS® Responses Displays aggregated customer ratings using the NPS® methodology.
    Note: Depending on the configuration of this section within the C360 layout, this score might be displayed as an average of all responses to the survey, or the 'actual' score that has not been calculated as an average.
  2. Survey Responses Displays User-specific with a link to the actual survey responses.

For detail information on Survey 1.0 and NPS® 1.0, refer to Surveys and NPS® Overview article. For detail information on Survey 2.0 and NPS® 2.0, refer to Survey 2.0 Overview and NPS® 2.0 Overview articles.

Relationships

Relationships is a new object in Gainsight that can be used to model multiple perspectives by creating relationship types and relationships, which eventually helps your CS team manage the success of each relationship. Relationships takes CS beyond managing Accounts. It helps CS manage each connection point (Relationship) with your customer. For more information on relationships, refer to Relationship Overview.

Success Plans

Success Plans help CSMs monitor and drive success with individual customers based on objectives and criteria that you define. With Success Plans, a new Call to Action (CTA) type is introduced called Objectives. Success Plans may be composed of one or more Objective CTAs, and may include associated Tasks, either manually created or applied through Playbooks. For more information on success plans, refer to Create Success Plans in the C360.
 

Related List

Related List is a type of C360 section which displays a Report created on any SFDC or Gainsight object. Report that should be displayed in this section is configured by Admins. Records that belong to the corresponding company are displayed in this Report. Admin can assign a different Name to this section rather than Related List. Report added to the Related List section is displayed in the image below:

Related List Sample.png

Add or Edit Records in the Low Volume Custom Object

If Admin has configured the Related List section with a Report created on any Low Volume custom object, CSMs can add or edit records in this object through the Related List section in the C360 page. For more information on this object, refer to Low Volume Custom Object.

To view or edit existing records in the Low Volume custom object:

  1. Navigate to the C360 page > configured Related List section of a customer. You can see all of the records from the Low Volume custom object through the report.
  2. Click the View button against a specific record. VIEW RECORD window is displayed which shows values in all the fields.
  3. Click the Edit button against a specific record. EDIT RECORD window is displayed.
  4. Edit values in the required fields.
  5. Click UPDATE.

To add a new record into the object:

  1. Click ADD to create a new record in the object. ADD RECORD window is displayed.
  2. Enter values into the fields.

Notes:

  • If Company ID or Relationship ID field is added to a report on Low Volume custom object, while adding a new record, GSID of the current Company/Relationship is auto populated in the Company ID/Relationship ID field.
  • While CSMs are creating a new record in a Low Volume custom object from C360 > Related List (Report on Low Volume object), other fields having lookup to Company or Relationship fields are populated automatically. For example, Company name and Relationship Name.
    • Low Volume Object fields having lookup to a custom field in a Company or Relationship fields are not populated automatically.
    • If a field in the Low Volume object looks up to any field in the Relationship object, then the values from the Relationship fields are not auto populated.
  • While adding a new record in the Low Volume object from the C360 > Related List section, CSMs can search with Names instead of GSIDs to enter values in the GSID type fields. The search option works only on the fields with a lookup to the GSID field of the Standard objects (User, Person, Company, and Relationship)
  1. Click SAVE.

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Adoption Explorer

Adoption Explorer section in C360 helps CSMs view the usage data associated with a company/person, in a Layout as defined in an Adoption Explorer project.

SFDC C360_2.png

You can perform the following actions in the Adoption Explorer Section on C360 page:

  1. Select the required Layout from the Layouts dropdown list (Company/Person).
  2. Select the required Instance from the Instance dropdown list.
  3. Select the required Person from the Person dropdown list, if a Person Layout is selected.
  4. Apply the Date Range filters.
  5. Hide or Show Legends.
  6. Change the Themes.

C360.gif

After you apply the required filters, the data will be shown in a Default View. But, you can still change the chart type by clicking the three dots > Other Charts. You can also select the Default View again, if you wish to.

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For instance, from the above Adoption Explorer layout, you can get the following details on C360 page, from each of the  Adoption Explorer sections: Company ID, Company Name, ARR, Sum of Licensed Seats, Sum of Used Licensed Seats, Page View Data, Segment in which the selected measure falls, etc. Similarly, you can view the  Adoption Explorer data of your companies on the C360 page as per your requirement. To configure the Layouts and Usage Sections in an Adoption Explorer project, as per your business requirement, contact your Gainsight (Adoption Explorer) Admin.

Company Intelligence

Users can view the Company Intelligence posts in Gainsight application in the C360 page of their company. This allows users to view posts regarding companies and signals in which they are interested and helps them to stay informed about their customers and competitors.

Note: Admins can add the Company Intelligence section in the C360 page for all users. But, only the customers who purchased this feature can view the Company Intelligence posts on the C360 page.

For more information on how CSMs can view posts from C360 Page, refer to the Company Intelligence in C360 article.

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Timeline View

In 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 C360 Timeline and Activities.

Additional Resources

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