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.
Not sure what your team is using? Click here.
Gainsight provides the following objects as part of its Data Management:
- Standard Objects
- Custom Objects
- System Objects
To learn more about the object fields and attributes, refer Gainsight Data Management.
All customer orgs are provisioned with the following standard objects:
These standard objects store important customer data like Company, User, Relationship information in Gainsight's Matrix Data Architecture (MDA). This lets the users to perform actions from other functionalities in Gainsight application directly on the standard objects.
For example, you can perform the following actions:
Gainsight Company object: To store information about your customers. You can store individual customer records in this object. Company data is used as a base record to tie back Call To Actions (CTAs), Usage Data, Timeline, Scorecards, etc.
Gainsight User object: Usage data is used to control access management. Access Gainsight from outside of the application. Example: See CTA related information and to perform some actions on CTAs, to see predefined C360/R360 layouts by non Gainsight users.
Relationship object: To store information about Relationship. They help CS manage each connection point (Relationship) with your customer. Relationship data is used as a base record to tie back Call To Actions (CTAs), Timeline, Scorecards, etc.
You can view the standard objects in Administration > Operations > Data Management as shown in the following image.
A set of standard fields with predefined mappings are shipped by Gainsight. Customers can add custom fields and update schema of the custom fields. Admin cannot make any changes to the standard field configuration but can just view the configuration.
Admins can add, view, edit, and delete the existing records in the Company object through Data Operation Admin page.
Admins can import User data into the standard objects from User Management page. To learn more on how to import user data, refer Gainsight User Management.
Admins can import the Company data into the standard objects using:
- Gainsight S3 Connector
- Gainsight Bulk API
- Data Operations
- Rules Engine:
- Create dataset: You can create a dataset from a CSV file in the S3 Bucket. For more information, refer S3 Dataset Task in Bionic Rules
- Setup Action: You can use action type Load to Company to load data into the Company object from the created dataset. For more information, refer Setup Rule Action Types.
Gainsight Person Object Model
Gainsight Person is an object model that has unique records to represent people in the real world.
Let’s consider a person named John Damon who works at Acme and look at the attributes that we would like to store about John. The attributes can be divided into three categories:
- The personal attributes of John like his Name, Email, Mobile phone, Twitter profile, LinkedIn profile, etc.
- The attributes of John while working at Acme that includes Company name, Title/Designation, Office phone, Manager, etc.
- The attributes of John associated to a Relationship at Acme like a project implementation or business unit. In this scenario, the attributes are like Role, etc.
The above three categories of attributes are stored in the Person object model in the following three Gainsight objects:
- Company Person (Equivalent to Contact)
- Relationship Person
For more information on the Gainsight Person object model, refer Gainsight Person Object Model.
Standard objects have the following fields:
|Objects/Fields||Schema Editability?||Data Editability?|
These Objects are set up, shipped and controlled entirely by Gainsight. They are system driven and cannot be customised or modified by Admins. In these objects, neither the schema nor the data is editable. Data cannot be uploaded or deleted from system objects. A good example for a System Object is Zendesk (support ticket data). Admins can view the system objects in Administration > Operations > Data Management.
Admins can create and edit the Custom Objects and can control them. In these objects, the schema is editable and the data can be uploaded, used, and deleted. There are three system fields: GSID, GS Created Date, and GS Modified Date generated automatically in all the custom objects. These are system driven fields and cannot be customized or modified by Admins. Admins can manage the custom fields in Administration > Operations > Data Management. Data can be imported into the custom objects through:
- Gainsight S3 Connector
- Gainsight Bulk API
- Rules Engine