This document will guide you through the configurations available for an Administrator in Administration > Notifications page. Notifications are email alerts that go out to your users when key events occur (for example, if a CTA or task is assigned to a user). In the Notifications page, you can enable notifications for all the internal users. Once the notifications are enabled, users have to manually enable/customize the notifications using the bell icon on the Gainsight header. For information on how users can configure email notifications, see Configuring Email Notifications.
Notes:
- Users will not begin to receive notifications until they manually enable/customize notifications.
- If the user opts for Real Time, Daily, or Weekly Notifications, the user preferences will override the Global Settings.
- Notifications will only be sent to the users if the license type is either "salesforce" (or) "salesforce platform".
- Only active users receive the notifications.
Enable Email Notifications for Users
To enable email notifications:
1. Navigate to Administration > Notifications.
2. Under the Notification Frequency section, click Configure.
3. On the Notification Frequency window, select appropriate values for the following fields.
- Enable notification: Selecting this box will enable notifications.
When selected, by default all other boxes below will be checked. At least one of the notification options below needs to be checked in order for Enable notifications to remain checked.
- Real-Time Notifications: When this option is enabled, users will have the option to sign up for real-time email notifications.
- User who is manually subscribed to an account will receive email notifications for events that happened in the past "x" minutes
- Notifications sent real-time at interval set by the administrator. Four time intervals are supported: 15 minutes, 30 Minutes, 45 Minutes & 60 Minutes.
- Daily Notifications: When this option is enabled, users will have the option to sign up for daily email notifications.
- User who is either manually or auto subscribed to an account will receive email notifications for events that happened the previous day.
- Notifications sent daily at preferred time set by the administrator.
- Weekly Notifications: When this option is enabled, users will have the option to sign up for weekly email notifications. Pick the day of the week from the drop down.
- User who is manually subscribed to an account will receive email notifications for events that happened the previous week.
- Notifications sent weekly at preferred day and time set by the administrator.
- Time at which daily and weekly email notifications should be delivered: Pick the hour and minute of the day that the daily and weekly emails should be delivered.
4. Click Save.
Configure Auto-Subscription for Email Notifications
You can choose which user lookup fields from the account object to select, to determine the users who will automatically receive daily email notifications.
To configure auto-subscription for email notifications:
1. Navigate to Administration > Notifications.
2. Under Selected User Lookup Fields for Auto-subscription, click Configure.
3. Select the lookups that you want to use for assigning automatic subscription. For example, you can select Owner ID to send automatic email notifications to the owner of a CTA. Note: The Admin cannot turn on notifications for users who are assigned a CTA or Task, if they are not the person listed on the account. This is something the user will need to setup.
4. Click Save.
Following/Subscribing to Accounts from C360
End users can Follow or Susbcribe to the C360 for an account from the C360 page in the upper left. They can also manually unsubscribe by clicking this option again.
Reporting on Subscribed & Un-subscribed Accounts
It may be helpful to report on which accounts your users have subscribed to, or followed, via the C360 page. In the Report Builder, you can build a report using the User Subscription object, which contains the manually subscribed or un-subscribed accounts info per user.
In the Show me area, include the following fields:
1) Account (The SFDC Account a user Subscribed or Unsubscribed to)
2) User (the user this subscription is related to)
3) Subscribed (Checkbox to tell if the user has subscribed or un-subscribed to an account)
Note: this does not include accounts that the user is auto-subscribed to. For that, you would build a report on the account object.
Troubleshooting
If you find that users are not receiving Notifications from Gainsight when you believe they should be, it’s possible the scheduling feature that triggers these notifications is not running properly. See this article for help in resolving the problem.