Skip to main content
Gainsight Inc.

Mobile 360

Overview

This article walks you through how to access C360 and R360 in Gainsight Mobile application,  and also explains all the sections under C/R360. 

The 360 view in Mobile is available for both Companies as well as Relationships (if your org has configured Relationships in Gainsight). 

Customer 360 

The Customer 360 (C360) is a central hub of your customer’s business information in Gainsight. It synthesizes business data from various sources and provides you with a holistic view of your customers. This minimizes the preparation time for your customer meetings. 

Relationship 360

Relationships are an object in Gainsight that provide you with the flexibility to accurately model and manage your complex customer structures by creating relationship types and relationships. 

Access C/R360 in Gainsight Mobile

Gainsight Mobile allows you to search and access C360 and R360 pages.

To access C/R360 page:

  1. Tap the Search icon.

  2. Type-in the required Customer or Relationship name.

  3. From the Search Results, tap the required Customer/Relationship name. You will be landed on the respective C/R360 page.

Notes

  • Company and Relationship search configuration from the Web App is automatically applied here.

  • In the Search Results and Recently Viewed, you can see the list of 6 recently accessed Companies and Relationships each.

  • Mobile App displays the Company/Relationship status (Active/Inactive/Churned), at the top of the C/R360 page.

Both.png 

On the C/R360 page, you can see the following tabs:

Details Tab

In this tab, you can view all the details of the following sections, in the same order as configured in the Gainsight Web App.

Summary

In this section, you can see the NPS and Health Score widgets and all the fields such as Renewal Date, Industry, ARR, etc. that are added to the summary section.
Notes

  • Gainsight Mobile App honors the Multi Currency settings that are configured in the Web App.

  • You can see NPS and Health Score widgets only. 

  • NPS widget in Mobile App honors Average/True NPS as configured in the Web App

  • Renewal Date field here displays the number of days left for renewal or overdue.

  • Health Score widget honors the Colors and the Schema that are configured in the Web App.

Limitation:

  • Currently, the Mobile App doesn’t support the Custom Widgets configured in the Web App.

Summary 1.jpg 

Attributes

In this section, you can view fields from the Company/Relationship object, and also the lookup fields from the dependent objects that are added to the Attribute section.

On the Attributes card, you can view the first 3 attribute fields as defined in the Attributes section of the Web App. Tap the card to view detailed information of all the attribute fields.
Notes

  • Mobile App supports/displays as many Attributes sections as configured in the Web App. 

  • If there is an URL field, tapping the URL navigates you to the URL page.

  • Mobile App honors the field names as configured in the Web App.

Scorecard 2.0

The Scorecard card on the C/R360 page displays various Scorecard parameters for the Company or Relationship. You can view the Overall Health Score of the Company/Relationship along with the Trend Indicator and the Scorecard History (for 18 data points) - versus the 24 data points in Web App. In the card view, you can view 3 Measures and/or Measure Groups.

  1. Tap View All to view the high level overview of the customer/relationship scorecard. It displays the date on which the score was last modified, modified by, the contribution percentage of each Measure to the Measure Group, and the contribution percentage of each Measure Group to the Overall Score.
    Note: In the detail view, you can view all the Measure Groups along with the History of a specific Measure/Measure Group (for 18 data points). If there are no Measure Groups, Mobile App directly displays the Measures. Tap the required Measure Group/Measure to view the scorecard of that specific Measure Group/Measure.

Scorecard View all.jpg

  1. Tap View Timeline to see the overall Scorecard Timeline or Scorecard Comments. Also, when you tap on each Measure, you can see the individual Measure comments in the form of Activity Timeline. In the detail view, you can view the following options:

    1. Created Activities: You can view the list of activities created for that specific scorecard. Tap the activity to view the details and comments along with the snapshot of the Score when it was originally added.

    2. New Activity: Tap the + icon to create a new activity.

    3. Draft: Tap the Draft icon to view all the activity drafts.

Scorecard Timeline.jpg 

  1. Search: Tap the Search icon and type-in the required activity name to see the search results.

  2. Filter: Tap the Filter icon to filter the activity by Type and Author.
    Note: The applied filter persists across all of the Measures in the Scorecard section.

Notes:

  • Mobile App honors all the three Scorecard schemes (Numeric, Color and Grade) that are configured in the Web App. 

  • You can expand or collapse the scorecard, based on your need for a better view of the Scorecard Timeline.

  • Mobile App honors the exceptions but it doesn’t explicitly state that the exceptions have been applied, as shown in the Web Application with an Information Message.

  • Mobile App doesn’t display if the measure score is Automatic or Manual.

Company Intelligence (Not applicable for R360)

Company Intelligence allows users to view the Company Intelligence posts regarding companies and signals in which they are interested and helps them stay informed about their customers and competitors. 

You can view the Signal Type, News Article Name, Description and Published Date. You can view the latest 3 Company Intelligence posts on the C360-Details page. 

  1. Tap View All to view all the posts and signals in a list view.

  2. You can select All or the required specific signal type to view the articles related to it.

  3. Tap the required post to view the article within the App!

This tab allows you to track the contacts associated with a specific Company/Relationship.

On the Sponsor Tracking card, you can view the Name of the Contact, Photo, Designation, and the three fields as configured in the Web App. You can also view the top three contacts on the C/R360 page.

  1. Tap View All to view all the contacts in a list view.

  2. Tap the required contact to view the details.

Notes:

  • Currently we are supporting Linkedin URLs only. Tapping the URL navigates you to the Linkedin page.

  • You can see the Update Available option, if there are any updates available for that specific contact. Tap the Update Available option to view the updates and to Accept or Ignore the updates. Updates can be identified either with a Red Dot on the card layout or at the bottom of the details page. 

Surveys

The survey section includes two tabs that display the data collected from the surveys. 

In the Surveys section, you can see View NPS Responses and View Survey Responses cards. 

  1. View NPS Responses: On this card, you can view the name of the latest NPS survey, score gauge and either True NPS or Average NPS scores as configured in the Web App.

    Tap View NPS Responses to view all the list of NPS survey names and information in detail. You can view the NPS, Score Gauge, Name of the NPS survey, Survey Source (logo), number of Responses, Last Responded Date and Published Date. Tap > on the required card to view the scores and comments in detail.

  1. View Survey Responses: Tap View Survey Responses to view all the Survey response information.

    Survey Responses tab: Here, the list of all Surveys is displayed. On each specific card, you can view the Survey Name, Survey Source, Last Responded By, Date and Time. Tap > on the required card to view the user responses in detail.

Notes:

  • In the NPS Responses tab detail view, you can view the NPS responses and its details. When you scroll down the page, all the earlier NPS responses are loaded.

  • If Allow Internal Submission is enabled in the Survey, you can internally submit the responses through Mobile App. These responses will also get recorded in the Web App. 

Relationships

This section displays the Relationships information (if your org has configured Relationships in Gainsight) of the specific Company. 

You can view three Relationship cards. Tap View All, to view the list of relationships. On each card, you can see the Relationship Name and Type, tap > to view the detailed information of the Relationship in R360 page. 

Timeline Tab

C/R360 Timeline offers a complete view of all activities of a specific Company or Relationship. And, users can log Activities, such as Updates, Calls, Meetings, and Emails, along with notes from their customer interaction. 

Tap the Timeline tab, to view the Timeline Activity Feed in detail. You can perform the following actions from the Timeline tab:

  1. Created Activities: You can view the list of activities created for that specific Company/Relationship. Tap the activity to view the Details and Comments.

  2. New Activity: Tap the + icon to create a new activity.

  3. Draft: Tap the Draft icon to view all the activity drafts.

  4. Search: Tap the Search icon and type-in the required activity name to see the search results.

  5. Filter: Tap the Filter icon to filter the activity by Type and Author

Additional Resources

  • Was this article helpful?