Below are the most frequently asked questions on Gainsight License. If you have a question that's not answered here or through related support articles, please email firstname.lastname@example.org. If you have enhancement suggestions, please post them to Gainsight's Community.
How many types of licenses are there in Gainsight?
There are five types of licenses: Full, Viewer, Viewer+ Analytics, Internal Collaborator, and External.
Do we have to pay for all the five Gainsight Licenses?
No, you will only have to pay for Full, Viewer, and Viewer+ Analytics License types.
Will the Internal Collaborators and External licensed users be able to Login to Gainsight?
No, Internal Collaborators and External licensed users cannot login to Gainsight.
Can I assign licenses to users in Gainsight from the User Management page?
No, you cannot assign licenses to users in Gainsight. All the licenses are automatically assigned to Gainsight users based on the Gainsight Permission Sets assigned to them in Salesforce. For more information, refer to the User License Management article.
What are the Gainsight Permission Sets in Salesforce?
The following are the Gainsight Permission Sets in Salesforce:
- Gainsight Admin
- Gainsight Standard
- Gainsight Special
- JBCXM GS Permission
- Gainsight Viewer
- Custom Gainsight Permission Sets
- Gainsight Viewer Analytics
For more information, refer to the Gainsight and SFDC Permission Sets article.
What will happen if the users (without a Gainsight Package license and Permission sets in Salesforce) are synced to Gainsight?
If they are active users then they are synced as Internal Collaborator else they are synced as inactive users.
What happens when licensed users are made inactive?
Assigned License will be removed for the users and they will become inactive.
Can I change the license of the user?
No, you cannot change the license type of user. All user licenses will be updated automatically based on the Permission Sets assigned to users in Salesforce.
Can I manually sync user licenses?
Yes, you can click Sync Licenses button in the User Management page to update licenses based on the Permission Sets assigned to users in Salesforce.
Can I assign a license through Rules Engine while creating users?
No, you cannot assign a license through Rules Engine.
Can I assign licenses to multiple users in bulk?
No, you cannot assign licenses to multiple users from the User management page. For more information, refer to the User License Management article.
Can I assign licenses to users while uploading users through a CSV file or SFDC connector?
No, you cannot assign the license to users while uploading users through a CSV file or SFDC Connector.
Note: All users added through CSV or Manually are assigned Internal Collaborator license by default.
Can we sync users from external systems in Gainsight?
Yes, you can sync users from external systems in Gainsight and Gainsight retains their status (active/inactive) from the external systems in Gainsight.
Note: Inactive users from Slack are not synced into Gainsight.
Can customers report on the type and number of licenses used by them?
Yes, customers can create a report and view license usage details. For more information, refer to the User License Management article.
Can we update usernames in bulk?
No, you cannot update usernames in bulk. You can update a user’s username from the User Details page.
Can Inactive users be used in any other product areas?
Inactive users cannot login to Gainsight. However, they will appear in the user search results and reports based on the requirement.
Can we delete users from Gainsight?
Currently, you cannot delete users from Gainsight. However, you can make the respective users inactive, if you do not want the users to login into the Gainsight.
What is the difference between 'Viewer' and 'Viewer+ Analytics' license?
- Viewer License: It provides read-only access to Gainsight Data including access to the Account/Opportunity widgets, and the ability to add or edit entries to the Timeline. Users can access Gainsight information through several channels including Sally the Gainsight Bot, Shared 360, Shared Dashboards, and Adoption Explorer.
- Viewer+ Analytics: In addition to the features accessed by Viewer licensed users, Viewer+ Analytics licensed users will be able to access insights about the customer base through Horizon Analytics Dashboards, CX Center (if purchased) and Renewal Center’s Analyze View (if purchased).
Whom I can assign 'Viewer+ Analytics' license?
Leaders or Sales persons want to access insights on the overall status of their customer base, or segments of customers.