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Gainsight Inc.

Gainsight User Management

This article explains to admins about all the options in the User Management page and how to add users in Gainsight through various channels.


Gainsight Admins manage users and their licenses from the Administration > Users and Permissions > User Management page. You can also grant access to the Gainsight Sally application to the required users.

Gainsight User object is a standard object which stores all of the users' information in Gainsight’s Matrix Data Architecture (MDA).  For more information on the Gainsight User Object, refer to the Gainsight User Object article.

Add Users in Gainsight

The following subsections explain how admins can add users in Gainsight.

Note: Admins cannot assign licenses while adding users in Gainsight as the user license is automatically assigned to the users based on the Permission Sets assigned to them in Salesforce.

Add Users Manually

To add user records into the Gainsight User object:

  1. Navigate to Administration > Users and Permission > User Management.
  2. Click Add Users and select Add User Manually.

Add Users Manually SFDC.jpg

Note: License Type field is disabled as the licenses are automatically assigned based on the Gainsight Permission Sets in the Salesforce.

  1. Enter the following Basic Information as explained in the following table:
Fields Mandatory Description
First Name Yes First name of the user
Last Name Yes Last name of the user
User Name Yes User id selected during registration
Email ID Yes Registered email ID
Title No Preferred work title
Time Zone No Users time zone
Send Welcome Email No Sends a welcome email to the user.
Manager No Reporting Manager
Locale No

Preferred Language

Note: If a Gainsight Admin does not configure a user's locale, data in the user's org will be formatted based on the Salesforce org level locale setting by default. Salesforce Admins can configure this setting from the Salesforce org settings.

Super Admin No Select True or False
  1. Click Save.


Add Users from CSV

To add users from CSV:

  1. Navigate to Administration > Users and Permission > User Management.
  2. Click Add Users and select Add Users from CSV.

Add User from CSV.jpg

  1. In the Upload CSV, drag and drop or click browse file to upload from your local machine.

  • The file format should be in .csv format. A sample document is also available to view the required fields.
  • Admins can add all the fields available in the User object in the CSV file. The sample CSV file only contains the fields such as Username, First Name, Last Name, Email, Active and License Type.
  • Username, First Name, Last Name and Email are mandatory fields for creation of Users and must be present in the CSV file being used for adding Users.
  1. Click Continue. The Field Mapping Page is displayed.
  2. In Field Mapping, all the standard Source and Target fields are mapped by default. Admins must map the target custom fields, if any.
  3. Click Continue.
  4. In Preview, verify the users and their details.
  5. Click Confirm.


When a user does not complete the onboarding process, a warning icon is displayed that indicates either of the following errors: 

  • No license is assigned to the user. This scenario happens during a bulk license change operation from Internal Collaborator or Inactive Users to a Paid license. Admins can re-assign the license to that user to complete the onboarding process.


  • When the username format is incorrect in the CSV file. Admins can change the username and reassign the license to complete the onboarding process.

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  • When a user did not complete or did not start onboarding due to a technical error. Admins can contact Gainsight Support for further assistance.

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Add User from External Systems 

Note: While importing users from Salesforce, the states (active/inactive) of the users will be honored. For example, inactive users from Salesforce will be imported as inactive users in Gainsight.

To add users from external systems:

  1. Navigate to Administration > User Management.
  2. Click Add Users and select Add User from External Systems.

Add User from External System.jpg

  1. Select the type of connection from the Connection Type dropdown list.
  2. Select a connection in the Connection dropdown list. The users are automatically loaded in the right panel.
  3. (Optional) Click Load Users. This operation takes some time to load all users from the selected external system.
  4. Click Confirm. Confirmation dialog box is displayed.
  5. Click Done. The selected users are added to the avatar list.


When you sync users from external systems, If more than one users are already added in Gainsight with the same email ID, Gainsight will display a Conflict button in the Status column. To resolve the conflict for the user, admins must select one of the existing users (with same email ID) in Gainsight whom they want to map the user.

To resolve conflict for the user:

  1. Click Conflict. The Suggested User popup window is displayed.
  2. Select the existing user to map the user with the same email ID.
  3. Click Save.

Add or Replace Profile Picture

To add or replace profile picture to a user:

  1. Navigate to the Administration > Users and Permissions > User Management.
  2. Click the three dots menu of the user and select Edit User.
  3. Hover over the profile pic and click Update Profile Picture.
  4. Drag and drop picture file or click BROWSE FILES to upload file from your machine.
    Note: Image should be in the format, either PNG, JPG, or JPEG; image size should not exceed 5 MB.
  5. Locate the portion of the image for display.
  6. (Optional) Enlarge the image using the scroll bar.
  7. Click Upload.

Edit a User Record

You can either view or edit details of a user in the User detail view page. To edit a user record:

  1. Navigate to the Administration > Users and Permissions > User Management.
  2. Click the three dots menu of the user and select Edit User.
  3. In the User Detail page, update the user details as required.
  4. Click Update.

Note: In Connections, users can view different connections through which the current user is integrated with Gainsight NXT, for example: Connection 1 from type Slack, Connection A from type Salesforce, etc.

Options in the Users List

Users can select to view a set of users by using the All users dropdown menu. You can view the following types of users:

  • All users
  • Active users
  • Inactive users
  • Users specific to External Connection Type (Ex: Slack) > Connection. This filters and loads all of the users which are ingested from a specific Connection Type > Connection.

AllUsers drop down.jpg

Search Box

You can enter the value of a Name or Email in the search box. When searching a user using the Search box, the search is applied on all of the records instead of just the filtered records. You can apply filters on the fetched user list using the Search box.

Search Box.jpg

Stats Button

Stats button is enabled by default in the User Management Page. It displays the number of users for each license type (Full/Viewer/Internal Collaborator) and number of inactive users in your org.

Note: Any users in the system with ‘’ email will not be counted as licensed users (Full and Viewer).

Stats Button.jpg

Add Fields/Columns

Admins can add the required User fields from the dropdown to display them on the user list page.

To add columns or fields in the user list:

  1. Click + to display the Add Columns pop-up window.
  2. Select the desired filters.
  3. Click Apply.

Make Users Active/Inactive

Admins can make users active or inactive from the User Management page. The following table explains the types of licenses assigned when an inactive user (who was previously active with license) is made active in Gainsight:

User Super Admin Previous License Type License Type assigned after being Activated again
A Yes Full Full
B No Full/Viewer/Internal Collaborator Internal Collaborator

Note: Once the Weekly License Sync scheduler is run, the status (active/inactive) of users will be updated as per the status in Salesforce. For example, if a user is inactive in Salesforce then the user will be made inactive in Gainsight, after the Weekly License Sync process has been completed.

To make a user inactive:

  1. Select the required users in the User Management page.
  2. Click Make Users Inactive. The selected users are deactivated.

Make User Inactive.jpg

Grant Sally Access

You can grant Sally access to the users loaded from a specific Slack connection:

  1. Select Slack type and a specific connection from the dropdown in the top left of the page.
  2. Select the required users.
  3. Click the three dots menu and select Enable Sally Access.

Advanced Filters

Filter option enables users to add Filters which appears below the stats section. For example, admins can filter the users based on their status (active/inactive) and/or license type.

To apply the advanced filters:

  1. Click the Add filters icon in the User Management page.
  2. Click A to add more filters. Advanced Filter popup is displayed.
  3. Click + to add filter.
  4. In the Field, select an option from the user object. (For example, License Type).
    Note: Click below Search and enter name of the field to find and select it.
  5. In the Operator dropdown list, select an operator. (For example, in)
  6. In the Value, select a value. (For example, Full)
  7. (Optional) Add or edit operators like AND and OR between the filters while applying the filters.
  8. Click APPLY. Applying filters will fetch the users list as per the added filter criteria.

Select All Users

Gainsight allows admins to select multiple user records in the tenant and perform setup operations at one go. You can filter a set of user accounts and select all to upgrade their configurations. The Select All feature allows an admin to do the following actions for multiple users accounts at the same time:

  • Send welcome emails
  • Activate or deactivate user accounts, and 
  • Configure licenses and permissions.


  • Admins can select up to 10,000 users to update the configurations and ensure flawless execution.
  • With the Select All feature, a progress bar is displayed if the process takes time based on a large number of operations. The percentage of completion displayed helps you understand the status of jobs.

To select all the users:

  1. Select any users on the User Management page.
  2. Click Select All Users. All the users are selected.

Note: The Select All Users option is available for Gainsight SFDC version 6.35.0 or higher. 

  1. To deselect all the users at a time, click Clear Selection.

Sync License

Admins can click Sync License to update the license type of users who are added from Salesforce and the license type in Gainsight will be based on the following conditions:

SFDC Gainsight
User Status Package License Permission Sets License Type Status
Active Yes
  • No Permission Sets

  • Gainsight Admin
  • Gainsight Standard
  • Gainsight Special
  • *Custom Gainsight Permission Sets
  • Combination of the above mentioned Permission Sets
Full Active
Active Yes
  • Gainsight Viewer
  • Gainsight Limited
  • Combination of the above
Viewer Active
Active No No Internal Collaborator Active
Inactive       Inactive


  • Custom Gainsight Permission Sets are the Permission Sets in SFDC which give access to the Gainsight Pages.
  • Users with a Combination of Full and Viewer Permission Sets are considered as FULL User.
  • A Weekly License Sync scheduler from Gainsight updates the license type of users who are added from Salesforce in Gainsight, based on the permission sets assigned to them in Salesforce
    • If a user is made Inactive in Salesforce, the Sync License will not change the status of the user in Gainsight. However, their existing license is updated into the Internal Collaborator license.

Sync License.jpg

User License Management

Admins can view and assign user license type in the User Management and User Detail pages of Gainsight application. You can filter the users based on license type, assign license to users in bulk and create reports of the licensed users in a company. For more information, refer to the User License Management and User License Management FAQs articles.

Additional Resources

For more information on the User Management, refer to the following articles:

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