User License Management

Overview

Admins can manage users and their licenses from the Administration > Users and Permission > User Management page. Filter the users based on license type and create reports on the licensed users in a company. The following are the topics covered in this article:

Gainsight License Types
Comparison of Gainsight License Types
Filter Users Based on License Type
Assign License through Uploading CSV file
Assign Licenses through External Systems
Create Report on License Type

Gainsight License Types

Note: To access the Gainsight application in Salesforce, users must have the Gainsight Package license assigned to them in Salesforce. For more information on the Gainsight Package license, refer to the Assign Gainsight Licenses to Salesforce Users article.

Admins can view user license types in the User Management page. The License Type field is selected by default in user attributes on the User Management page. The following are the license types:

Full License (Paid)
Viewer+ Analytics License (Paid)
Viewer License (Paid)
Internal Collaborator License (free)
External (free)

Full License

Users will have access to products based on the Permission sets assigned to them in Gainsight. Users are assigned this license based on the following Permission Sets in Salesforce (in addition to the Package License assigned):

Gainsight Admin
Gainsight Special
Gainsight Standard
No Permission Sets
Any combination of the above with Viewer or Viewer Analytics Permission Sets.

Refer to the following table for more information about this license:

Who are the users

What's Included

App Access

Data Access

Customer Success Manager, Account Managers, Technical Account Managers, Renewal Managers, Install-base Sales`

Full Read or Write access to Gainsight data and functionality

Read or Write access to all purchased apps.

Restrictions to apps can be controlled through Permission Bundles.

Access to all Gainsight data.

Restrictions to data can be controlled through Permission Bundles.

Viewer+ Analytics License

Users have the option to view and access insights across the entire customer base (or segments) instead of only specific customers. Admins can enable this license to Support Representatives, Project Managers, Service Managers, Executives, New-logo Sales and Channel Partners.

Users are assigned this license based on the following Permission Sets in Salesforce (in addition to the Package License assigned):

Gainsight Viewer Analytics
Combination of ‘Viewer+ Analytics’ and ‘Viewer’ Permission Sets

Refer to the following table for more information about this license:

Module	Access Details
C/R 360	Read-only access to customer insights in C/R 360. Users can view the sections configured by their admin via the widget on the SFDC Account or Opportunity.
Timeline	View Timeline updates via Timeline on a Customer’s 360 with the SFDC widget or on Global Timeline Log and comment on updates (read/write)
Sally	View Quick Insights from Sally.
Scorecards	Viewer+ Analytics licensed users can create or edit Scorecard’s Timeline activities in Timeline. Add comments to Scorecard activity in the C360/R360.
People Maps (Only for Customers who have bought this)	This is part of C/R 360 Users can view, add, edit, replace or delete persons in the People Maps. Users can also create new maps with the new license
Dashboards (Horizon Analytics)	View all pre-created Dashboards assigned to you in the Dashboards section of Gainsight. Apply filters and drill into charts, can comment on scorecards but no ability to edit via Mass Edit reports included on Dashboards (created by admins). Dashboards will be displayed as a separate page within Salesforce UI (similar to Renewal Center and CX Center) Users can access Dashboard insights via Quick Insights in Sally Read-only access to Mass Edit Reports (Scorecards).
CX Center (Only for Customers who have purchased this application)	Read-only access to the Default View and Public views within the CX Center dashboard.
Renewal Center (Only for Customers who have purchased this application)	Read-only access to Analyze tab only: Include existing filter functionality Can drill into Widgets & navigate to 360/timeline View, but not edit, Scorecard scores
Adoption Explorer > Analytics	View the existing Adoption Explorer Layouts in the Adoption Explorer > Projects > <Your_Project> > Layouts section. Apply filters and drill down on the charts to gain more insights.
Cockpit	Read-only access in Global cockpit and C360 (even if the CTAs are shared to them).
Success Plans	Read-only access in Global Success Plans and C360 (even if the plans are shared in edit mode).
My Settings	Users can access Notifications, Inbound Emails, and Calendar configurations tab in this page.
My Profile	Users can update their profile information such as name, email, title, timezone, user locale, and profile picture.

Viewer License

Users can only view pages assigned to them as part of the Viewer permission set. Users are assigned this license based on the following Permission Sets in Salesforce (in addition to the Package License assigned):

Gainsight Viewer
Gainsight Limited
Combination of the above

Admins can assign this license to Support Representatives, Project Managers, Service Managers, Executives, New-logo Sales and Channel Partners. Refer to the following table for more information about this license:

Module	Access Details
C/R 360	Read-only access to customer insights in C/R 360. Users can view the sections configured by their admin via the widget on the SFDC Account or Opportunity.
Timeline	View Timeline updates via Timeline on a Customer’s 360 with the SFDC widget or on Global Timeline Log and comment on updates (read/write)
Sally	View Quick Insights from Sally.
Scorecards	Viewer licensed users can create or edit Scorecard’s Timeline activities in Timeline. Add comments to Scorecard activity in the C360/R360.
People Maps (Only for Customers who have bought this)	Users can view, add, edit, replace or delete persons in the People Maps in C/R 360. Users can also create new maps with the new license
Adoption Explorer>Analytics	View the existing Adoption Explorer Layouts in the Adoption Explorer > Projects > <Your_Project> > Layouts section. Apply filters and drill down on the charts to gain more insights.
Cockpit	Read-only access in Global cockpit and C360 (even if the CTAs are shared to them).
Success Plans	Read-only access in Global Success Plans and C360 (even if the plans are shared in edit mode).
My Settings	Users can access Notifications, Inbound Emails, and Calendar configurations tab in this page.
My Profile	Users can update their profile information such as name, email, title, timezone, user locale, and profile picture.

Internal Collaborator License

This type of license is assigned to employees within an organization who do not use the product directly but need to collaborate with other internal teams. For example, Sales, Services, and Marketing teammates can be added as Internal Collaborators.

Users who are added manually or through CSV upload are assigned this license type by default.
Users can search for other users with Internal Collaborator licenses in Gainsight. For example, they can search and add them as Internal Attendees when configuring meetings in Timeline.
Success Plans cannot be shared with Internal Collaborator license-type users.
When importing ‘Active’ users from Salesforce who do not have a Gainsight license, users are assigned the ‘Internal Collaborator’ license by default.

External License

A user with the External license type is created when a C/R 360 or a Success Plan is shared with a Person/Contact record.

Note: When an existing External user is made inactive, they cannot be made active again in Gainsight. The inactive External user will not be able to access the previously shared asset (C/R 360 or Success Plan).

However, if the asset is shared again with the same inactive External user, then another active record will be created in Gainsight and the person will be able to access the shared asset.

IMPORTANT:

Super admins will have Full license type by default.
By default, Gainsight assigns the Internal Collaborator license to all users who are added manually or from CSV in the User Management page.
When 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.
Inactive users will not have any licenses in Gainsight, which means their license type field will blank in User Management.

External License SFDC.jpeg

Comparison of Gainsight License Types

Product Area		Viewer	Viewer+ Analytics	Full
360	Summary Section	Read Only	Read Only	Full Access
	Scorecards	Read Only	Read Only	Full Access
	Timeline	Full Access	Full Access	Full Access
	Business Modeler & Company Hierarchy	Read Only	Read Only	Full Access
	Adoption Explorer	Read Only	Read Only	Full Access
	Survey	Read Only	Read Only	Full Access
	Success Plans	Read Only	Read Only	Full Access
	Sponsor Tracking	Full Access	Full Access	Full Access
	Person / People Maps	Full Access	Full Access	Full Access
	Company Intelligence	Read Only	Read Only	Full Access
	All other sections	Read Only	Read Only	Full Access
Timeline (Global)		Full Access	Full Access	Full Access
Adoption Explorer (Global)		Read Only	Read Only	Full Access
Cockpit		Read Only	Read Only	Full Access
Surveys		-	-	Full Access
Journey Orchestrator		-	-	Full Access
Dashboards		-	Read Only	Full Access
Report Builder		-	-	Full Access
Renewal Center	Analyze	-	Read Only	Full Access
Renewal Center	Forecast	-	-	Full Access
CX Center		-	Read Only	Full Access

For more information about Permission Sets, refer to the Gainsight and SFDC Permission Sets article.

Filter Users Based on License Type

Admins can filter users based on their license type or state (Active or Inactive) in the User Management page. Select License Type as the Field and select in as an operator. Select any of the following license types in filter values to view the respective users:

Full
Viewer
Viewer_Analytics
Internal_Collaborator
External

Assign License through CSV file

While adding users through a CSV file, all the users are assigned an Internal Collaborator license in the Gainsight. For more information on how to add users through a CSV file, refer to the Gainsight User Management article.

Assign Licenses through External System

When users are synced from the Salesforce Connector, all the Active users from Salesforce who do not have a Gainsight license are assigned the Internal Collaborator license by default. The Inactive users from Salesforce are synced as Inactive users in Gainsight and no licenses are assigned to them. Users who are added from the external system are assigned Gainsight licenses based on different conditions (Status, Gainsight Package License, and Gainsight Permission Sets). For more information on these conditions, refer to the table in the Sync License section.

Note: Inactive users from Slack are not synced into Gainsight.

For more information on how to add users from external systems, refer to the Gainsight User Management article.

Sync License

Admins can click Sync License to update the license type of users added from Salesforce. The license type is updated based on the following conditions:

Full Permission Sets: Gainsight Admin, Gainsight Standard, Gainsight Special
Viewer Permission Sets: Gainsight Viewer, Gainsight Limited
Viewer Analytics Permission Sets: Gainsight Analytics Viewer

SFDC Status	Package License	Gainsight Permission Sets	Gainsight Status	GS License Type
Active	Yes	Viewer Permission Sets	Active	Viewer
Active	Yes	Viewer Analytics Permission Sets OR Viewer Analytics Permission Sets + Viewer Permission Sets	Active	Viewer Analytics
Active	Yes	Full Permission Sets OR Full Permission Sets + Viewer/Viewer Analytics Permission Sets	Active	Full
Active	Yes	No Gainsight Permission Sets	Active	Full
Active	No	NA	Active	Internal Collaborator
Inactive	NA	NA	Inactive	NA

Notes:

A Weekly License Sync scheduler updates the license type of users who are added from Salesforce in Gainsight. The updates are based on the Permission Sets assigned to them in Salesforce.
- If a user is made Inactive in Salesforce, Sync License will not change the status of the user in Gainsight. However, their existing license will be updated to the Internal Collaborator license.
For Salesforce Sandbox orgs, only SFDC Status and Gainsight Permission Sets are considered for updating licenses in Gainsight. Package License is not considered for updating of license.

Sync License (SFDC).png

Create Report on License Type

Admins can create a report of the users with license types in the Report Builder page.

To create a report on license type:

Navigate to Administration > Report Builder.
Click +REPORT.
Select User object in the Data Source field.
Click + button each time to add Name, Email ID, Status, and License Type in the Show me field.
Click RUN to view the report.
Click the Save icon at the top of the page.
Enter a Name and Description (Optional)

Click SAVE to save the Report.

For more information, refer to the How to Build Basic Reports article.

Additional Resources

For more information about user management, refer to the following articles: