Overview

Administrators are responsible for configuring the Gainsight CS application for their organization and users. Admins are also able to modify settings and enable additional functionalities as business processes evolve. Nearly all of the tools to support the Admin’s job are available via sub-tabs of the Administration tab in Gainsight.

This article provides an overview of the Administration tab and it’s tools, along with links to articles that contain more information about how to configure particular features.

To learn more about Admin Configuration, visit Gainsight University for self-paced elearning courses.

Administration Tab

When you land on the Salesforce Home page, click the Administration tab in the top menu to navigate to the Gainsight Administration page.

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Activities and Timeline

Activities are tied to the C360 Timeline view. You can configure the layout of each activity type here. For more information, refer to the Configure Timeline View for C360 and R360 article.

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Adoption Explorer

Here, Admins can build projects on Company and/or Person Usage info, Time Series and Entitlement objects, in which Company, Company + Instance, Person and Entitlements related information and metrics are stored. For more information, refer to the Adoption Explorer Overview article.

Navigate to Administration > Adoption Explorer

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Analytics

Dashboard Builder

Here you can configure your Gainsight Home Page dashboards. For more information, refer to the Gainsight Home (Dashboards) Overview article.

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Data Designer

Data Designer makes it easier for you to discover richer, more meaningful insights from your customer data. It provides a simple, easy-to-use solution to merge and transform your data, then make it accessible across the Gainsight platform for further analysis and exploration.

Gainsight Reporting allows you to build reports and analyze the data available in one particular object. But, the data within Gainsight is distributed across various applications like: Timeline, Success Plans, and Cockpit etc. (or) the data you might want to analyze and report on may not come from Gainsight. In order to derive the most meaningful insights, you need to merge the data from these various data sources. Data Designer gives you the tools to do this, helping you merge and transform data from these disparate data sources to create a Dataset for your further analysis. For more information, refer to the Data Designer article.

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Data Spaces

Data Spaces provide a virtual object structure that exposes a more consumable way to use data in Reporting and the Rules Engine. A Data Space is a collection of different objects with their lookup relations brought into one view. For more information, refer to the Data Space Creation and Consumption article.

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Report Builder

Here you can configure reports related to data from the MDA and native sources. For more information, refer to the How to Build Basic Reports article.

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Cockpit

CTA

Here you can configure settings for Call to action type, General Settings, Linked Objects, Detail view layout configuration, Call to action reason, Call to action status, Call to action priority, and Snooze reason for an account. For organizations who enable Relationships with Gainsight, you can configure the Calls to action for Accounts and Relationships separately. For more information, refer to the Configure CTA Types, Reasons, Priority, Snooze and Federated Customer Management articles.

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Playbook Permissions

Access the Playbook Permissions tool here. This is where you can assign permission to a user to build or edit playbooks. To create or edit Playbooks, navigate to the Cockpit tab and click Playbooks. For more information, refer to the Assigning Playbook Permissions article. 

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Task

Here you can configure a task’s detail view, General settings, Detail view layout configuration, Task field mapping configuration, and Task mapping. For more information on task configurations, refer to the Configure Cockpit Tasks article.

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Communication

Email Configuration

Here Admins can configure the list of all email addresses which will be added as Bcc by default for all the emails sent via Email Assist. For more information, refer to the Send Emails from Cockpit (via Email Assist and Send Email Option) article.

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Email Validator

Here Admins can check whether an email address is blacklisted by Gainsight and whether the user has opted out of email communication. If an email ID is present in the blacklist, Admins can remove the email ID from the blacklist, so that the contact can receive further email communications. For more information, refer to the Email Validator article.

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Languages

Here you will configure languages (aside from English) that you wish to use in Surveys. For more information, refer to the Assign Survey Permissions article.

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Opt-out configuration

Admins can create and configure opt-out pages and categories on the email preferences page. You can create custom opt-out pages to better control how customers proceed through the opt-out experience, and custom opt-out categories specific to the needs of your customers. For more information, refer to the Email Opt-Out Configurations article.

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Surveys

Here you can configure Survey Permissions, Survey Text Analytics and the NPS® Survey Master. For more information, refer to the Assign Survey Permissions article.

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Company Intelligence

To use this feature, admins must first configure the list of companies for which they want to receive intelligence information, and also set the signals to track for the selected companies. For more information, refer to the Company Intelligence Overview article.
Note: Company Intelligence is available as a paid add-on to our Customer Success platform. For more information on how to license this feature, please contact your Gainsight account manager. 

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Customer Data

Account Hierarchy

Account Hierarchy is used to model child and parent account structures. Gainsight offers Admins the option to configure an account hierarchy up to 5 levels deep and display it in the C360, Account, and Opportunity widgets. For more information, refer to the Configure and View Account Hierarchy in C360 article.

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C360 Layouts

Here you can configure Customer 360 layouts and sections, as well as Show/Hide and edit standard sections. For more information, refer to the Configure the Customer360 Details (C360) Page and Section Types article.

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Customers

Here you can configure the following components of the Customer record: Stage, Customer Status (System Defined), Customer Search Settings, Revenue Band Configuration, and CSM. For more information, refer to the Configure Customer Stage, Status, Bands, & CSM article.

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Data Management

Here Admins can create and manage Gainsight Objects directly from the Data Management page. For more information, refer to the Gainsight Data Management article.

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Data Operations

Here Admins can view, edit, and delete existing records in the Gainsight standard objects Company and Relationship. Admins can also view and delete existing records from custom objects and the Person Object Model, as well as Admins can also add new records in standard objects through this page. For more information, refer to the Data Operation article.

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Person

Admins can configure the Person Section in C360/R360 layouts. Admins can also configure custom search settings for the Person Search. For more information, refer to the Configure 360 Person Section article.

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Product Features

Here you can add new, edit and delete Features. Features refer to your products and features, licensing, and enablement. For more information, refer to the Load Product & Feature Licenses and Usage Data article.

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Relationships

Here you can configure relationships and relationship types. Relationships is an object in Gainsight that provides you with the flexibility to accurately model and manage your complex customer structures by creating relationship types and relationships. Relationships takes CS beyond managing Accounts and helps CS manage each connection point (Relationship) with your customer. For more information, refer to the Relationships Overview article.

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CX Center (Beta)

Here Admins can select text feedback source(s) and also to add topics and keywords to capture and provide better analytics on a particular topic. CX Center collects data from sources like Gainsight Surveys and Timeline. For more information, refer to the CX Center Overview article.

Note: CX Center is available as a paid add-on to our Customer Success platform. For more information on how to license this feature, please contact your Gainsight account manager. 

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External Sharing

360 Layouts

Here Admins can create, configure, manage, delete Shared 360, and help Customer Success Managers (CSMs)/Account Managers (AMs) to share 360 view (in read-only mode) with non Gainsight users.For more information, refer to the Configure Shared 360 article.

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Success Snapshots 2.0

Admins can generate PowerPoint presentations with customer data and graphs from Gainsight, using your own customized presentation (business review deck) uploaded to the Success Snapshot repository, and help CSMs run their customer meetings (such as EBRs and QBRs). For more information, refer to the Overview of Success Snapshots 2.0 article.

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General

Analyzer

With Analyzer, Admins can monitor various causes of failures or inefficiencies in performance of the application, so that admins can quickly identify, isolate, and remediate any performance issue that impacts the user experience. For more information, refer to the Gainsight Analyzer Overview article.

Navigate to Administration > Analyzer 

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Application Settings

Here you can select the required time zones for Gainsight and SFDC objects for the first time. For more information, refer to the Timezone Standardization in Gainsight article.
Note: Do not change your timezone settings, after setting them up. It will result in serious data discrepancy issues.

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Config Snapshot

Admins can export and download an Excel sheet of your current Gainsight configuration. The export includes lists of objects, fields, Relationship Types, Custom Rules, Power Lists, and Outreaches. For more information, refer to the Gainsight Config Snapshot article.

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Currency Management

Here Admins can add Currency manually or Bulk Upload Currency (via CSV file). Also, Admins can modify existing currency.

Navigate to Administration > Currency Management.

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Data Anomalies

Here Admins can identify and fix data issues related to customer info records. For more information, refer to the Fixing Data Anomalies in Customer Info Records article.

Navigate to Administration > Data Anomalies.

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Domains

Admins can create and configure a domain, site, and pages for rendering surveys. The primary domain in Gainsight is gainsightcloud.com; you can create a sub-domain on this primary domain. For more information, refer to the Setup a Gainsight Domain article.

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Events

Hereyou can create events, which can be used in Programs and Rules Engine. Events can be defined as triggers that are a result of some other activity. For more information, refer to the Events Framework article.

Navigate to Administration > Events

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Gainsight 360

Gainsight 360 enables Gainsight product usage data to better understand how their users are utilizing the Gainsight application. Along with product usage, customers can have visibility into their license counts, deployment % and support ticket data from one location. For more information, refer to the View Gainsight 360 article.

Navigate to Administration > Gainsight 360

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Gsnap

Gsnap helps users to send a 60-second personalized video recording to customers, along with notes and attachments. For more information, refer to the Gsnap Configuration article.

Navigate to Administration > Gsnap

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Log

Here you can view Gainsight error message logs. For more information, refer to the Access Error Message Log article.

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Mass Edit

Here Admins can perform mass edits to CTAs and Tasks. For more information, refer to the Mass Edit CTAs and Tasks article.

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MDA Services

Here Admins can modify MDA Services. The "API Settings" and "Associate Gainsight CSM With SFDC Object" and “Matrix Data Architecture Settings” options are obsolete, and will be deprecated.

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Milestones

Here you can setup and configuration of Milestones at the Account and Relationship level. For more information, refer to the Configure Milestone Types article.

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Notifications

Here you can enable notifications for all internal users. Admins can set-up Notification Frequency and Select User Lookup Fields for Auto subscription. For more information, refer to the Configure Internal User Email Notifications article.

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Pages

A Page is individual HTML content created for your business needs and configured with a site. Here, you can edit the HTML contents to create a survey form.

Navigate to Administration > Pages

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Sandbox Management

Here Admins can refresh existing Gainsight Sandbox orgs and associate them with the respective Salesforce Sandbox orgs. For more information, refer to the Gainsight Sandbox Management article.

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Segments

Here Admins can create Segments of customers, relationships, and contacts. These Segments can later be used as one of the Source types, to add participants in Programs. For more information, refer to the Segments article.

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Sightline Vault

Sightline Vault provides access to pre-configured solutions built by Gainsight and the broader Gainsight community that help you effectively utilize Gainsight features and incorporate best practices into your Gainsight instance with the click of a button. For more information, refer to the Overview of Sightline Vault article.

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Sites

Site is a collection of HTML pages located under a single domain name. Sites use domains and pages for distributing surveys in Survey 2.0.

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Usage Configuration

Here you can configure various usage measure related items, including data granularity and frequency, adding measures and mapping columns, etc. For more information, refer to the Usage Data Configurations article.

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X-org Migration

Gainsight offers a tool to migrate your Custom Object's schema, Reports, Rules, Playbook assets, data spaces, power lists, and reports from a source org to a target org. For more information, refer to the Cross-Org Migration article.
Note: To access X-org Migration, users need the OAuth required permissions.

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Health Scoring

Account Scorecards

Here you can setup and configure the Account Scorecards, which are used to track Customer metrics, Key Performance Indicators (KPIs), or other measures of Customer Health. For more information, refer to the Configure Account Scorecards article.
Note: In Feb. 2017, Gainsight introduced Scorecards 2.0. We recommend all new Gainsight customers configure Scorecards 2.0, and existing customers migrate to Scorecards 2.0.

Navigate to Administration > Account Scorecards

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Relationship Scorecards

Here you can setup and configure the Scorecards and Measures for different relationship types, which are used to track Customer metrics, Key Performance Indicators (KPIs), or other measures of Customer Health. For more information, refer to the Configure Relationship Scorecards article.
Note: In Feb. 2017, Gainsight introduced Scorecards 2.0. We recommend all new Gainsight customers configure Scorecards 2.0, and existing customers migrate to Scorecards 2.0.

Navigate to Administration > Relationship Scorecards

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Scorecards 2.0

Here you can setup and configure both account and Relationship scorecards functionalities. Admins can create Measures, Measure Groups, and Scorecards; furthermore, an admin can also configure grading scheme (Color, Letters, or Numbers), weights, exceptions, and set validity period. For more information, refer to the Scorecards 2.0 Overview article.

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Integrations

Connectors

Here you can configure the following integrations with Gainsight:

  • Authorize MDA
  • S3 Connector
  • Marketo
  • Zendesk
  • Google Analytics
  • Segment.io
  • Mixpanel

For more information, refer to the Data Platform and Connectors Overview article.

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Connectors 2.0

Here you can configure the following integrations with Gainsight: 

  • Mixpanel
  • Gainsight Bulk API
  • Segment
  • AWS S3: In this Connector, you can just configure a new connection for any S3 bucket in Gainsight.

  For more information, refer to the Data Platform and Connectors Overview article.

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External Actions

Here you create an action, and this action can be used in the Rules engine action type field and JO. For more information, refer to the Configure External Action from Gainsight article.

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Gainsight Connect 

Here you can import customer data from SFDC into the Gainsight MDA standard objects from Account/Customer Info, Company, Relationships, Relationship Type, and User through Objects in Connect. You can check the Activity logs for All or specific to the object through Global Activity Log. For more information, refer to the Gainsight Connect article.

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Renewal Center

Admins can configure the Renewal Center before CSMs start using it. It allows users to manage the renewal and upsell book of business. The configuration contains deployment checklists, locale settings, and nine sections to be configured. For more information, refer to the Configure Renewal Center article.

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Revenue Management

LRM

Here you can manually create Products in Gainsight by adding them one by one or by uploading in bulk from a CSV file. Optionally you can also have it synced with another object in Salesforce like the Products object. LRM allows tracking and analyzing what a customer has purchased and at what price is critical to understanding the value and importance of a customer. This section helps to determine if there are upsell opportunities with customers. For more information, refer to the Lifetime Revenue Management (LRM) 2.0 Overview article.

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Rules Engine

Rules Engine allows you to build business rules that help trigger CTAs (Calls to Action), update scorecards, send emails, and much more. You can also add/edit and schedule rules to trigger CTAs, load to objects in SFDC or Gainsight, and more. For more information, refer to the Rules Engine Overview article.

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Sally

Quick Insights

Here Admins can create insights with specific names and criteria, insight types, tune insight performance, etc. For more information, refer to the Configure Quick Insights in Slack using Sally article.

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Slack

Here you can grant Sally access to Slack teams. After Sally is added to your Slack team, you can manage users (give/revoke access to users in Slack to Gainsight) and also provide access to users outside of your org. For more information, refer to the Admin Configuration for Sally article.

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Success Plans

Here you can configure various components of Success Plans. Success Plans help CSMs monitor and drive success with individual customers based on objectives and criteria that you define. For more information, refer to the Configure Success Plans for the C360/R360 article.

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Users and Permissions

Gainsight Data Permissions

Here you can access the Gainsight Data Permissions tool. 

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Journey Orchestrator Permissions

Here you can assign permissions to various users for Journey Orchestrator. For more information, refer to the Enable Journey Orchestrator & Add Permissions article.

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Permission Bundles

Here Admin can decide which pages or sub pages should be enabled in a Permission Bundle. To enable any page in the Bundle, the admin must select the respective checkbox for that page. For more information, refer to the Permission Groups article.

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Salesforce Data Permissions

If you have used organization-wide defaults to restrict access to records on SFDC objects, then the Gainsight features selected below will start respecting SFDC's Sharing Settings. The logged-in user will be able to view records that are shared with the user using various SFDC sharing options.

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User Management

You can load new user information into GS User manually, with a CSV file, or from external systems from here.

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