Gainsight NXTGainsight helps innovative companies protect and nurture their most valuable asset - their customers - with the power of our award-winning platform. With our Customer Success Solution, you can gain deeper insights into customer behavior, operationalize the customer lifecycle, and coordinate actions and results across teams.
This article supports Gainsight NXT, the next evolution of the Customer Success platform. New and upgraded customers are deployed on Gainsight NXT.
If you have not upgraded and are using Gainsight Salesforce Edition, you can find supporting documentation here.
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Permission Groups is an administration feature which facilitates a Super Admin (or an admin) to easily set up access to some or all of the Gainsight pages in global navigation for specific users. Admins can navigate to the Bundles page in Administration > Security Controls > Navigation. Administrators can create a Bundle, select navigation pages that constitute the bundle, and use it as an access control system, to provide user level access to feature of the product.
The following terms refer to the general designations given to various users in an organization. These designations can vary in your organization.
- Page: A User interface (UI) on which you can perform an action or view some information is known as a Page.
- Super Administrator: A Super Administrator (aka super admin) has access to all the Pages in Gainsight NXT. Super admin can give access to other users to access pages through Navigation Bundles. Super admin can also give administrative privileges to an user.
- Administrator: An Administrator (aka admin) has access to Gainsight Administration pages. Admin can grant access CSM access to a Page or restrict a CSM from accessing a Page based on requirements. An admin cannot modify any setting related to a super admin.
- Customer Success Manager(CSM): A Customer Success Manager (CSM) mainly deals with the customers queries and also looks to expand the organization customer base. CSMs do not have access to any of the Administration Pages, unless granted access through Navigation Bundle.
Hierarchy in Pages
Gainsight follows a hierarchy system in which a Page can:
- exist individually at the highest level (1st level)
- be nested in a page (2nd level)
- be nested in a sub page (3rd level)
- Timeline page is located individually at the top most level.
- Email Templates page is nested in the Journey Orchestrator Page.
- Company page is nested in the General sub page, which in turn is nested in the Administration page.
You can view the Pages in this hierarchy, only if you have been granted the required permissions, through Navigation Bundles. If you do not have permission to access a Page, the order in which the Pages are displayed can change.
To view the complete list of pages and sub pages:
- Navigate to Administration > Security Controls > Navigation.
- Click menu icon and select Edit, for DEFAULT_BUNDLE.
- Click +.
Bundles facilitate super admin or an admin to easily setup access permissions to Gainsight pages. Every page in Bundle is accompanied by a checkbox. If a checkbox is selected, this implies that any user who can access to this Bundle can view the page whose checkbox is selected.
By default, Gainsight provides you a out of the box Bundle called DEFAULT_BUNDLE. This Bundle cannot be deleted.
A super admin or an admin can take a call as to which pages or sub pages should be enabled in a Bundle. To enable any page in the Bundle, the admin must select the respective checkbox for that page. Once the required pages are enabled in a Bundle, the admin can grant access of the bundle to specific users. A user who has access to a Bundle can view all the pages that are enabled in that Bundle.
By default, users do not have access to view any of the navigation pages in Gainsight NXT. A user gets permission to access a page via any bundle.
If a user does not have permission to access a page, he cannot even search the same through the global navigation bar. The search returns Null results.
If a user has access to multiple bundles, the total access for the user is a union of all the pages assigned in all the bundles. For instance, consider that user X has access to Bundles A and B. Bundle A has permissions to access the pages a,b, and c and bundle B has permissions to access the pages c, d, and e. User X can view a,b,c,d, and e pages.
If a user (neither super admin nor an admin) is granted permission to access the Navigation Bundles page, via a Bundle, he can himself create bundle, and add users to a Bundle.
- Consider you are the super admin of your organization. You have a group of Gainsight administrators who perform admin related tasks and a team of CSMs who are more focused on dealing with customers.
- You can create a Bundle for the administrators and select all the checkboxes under Administration page and grant all the administrators the permission to access this Bundle.
- You can create another Bundle for the CSMs and select all the checkboxes other than the ones which come under Administration page and grant all the CSMs the permission to access this Bundle.
Creating a Bundle
When you create a new Bundle, it is automatically enabled with all the Gainsight navigation pages as per hierarchy.
To create a Bundle:
- Navigate to Administration > Security Controls > Navigation.
- Click + BUNDLE.
- Enter the following details:
- Name of the Bundle
- (Optional) Description
- Click CREATE.
Assign permissions to Bundle
- Click + under the Title section, to expand all the pages.
- Select the checkboxes of the page(s), sub-page(s), and sub-sub-page(s), that you want to enable for this Bundle. These navigation pages are accessible to the users those are added in this Bundle.
Note: Selecting the checkbox of a page or sub page, does not automatically select all the nested pages. You should manually select the check box of every page, that you want to enable for this Bundle.
- Click SAVE.
Assigning users to a Bundle
Navigate to the Bundles list page.
Select +Access from the options of a specific bundle.
Click + USERS.
Select the checkboxes of the users to be added. You can use the search box to search specific users.
Click IMPORT, after adding all the required users.
(Optional) You can grant Administrator access to the user(s) by turning on the Is Admin switch. If a user is granted Admin rights for a bundle, the user can add or delete other users from the bundle.