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Gainsight Inc.

Configure 360 Summary

Gainsight NXT
Gainsight 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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This article explains how Admins can configure the Summary section of the C360/R360 pages. Admins can add widgets and fields, such as renewal date, ARR, Open CTAs, Overall Health score, to the Summary section. CSMs can view these important metrics in widgets and fields for each Company/Relationship from the Summary section of the C360/R360 pages.

Note: The below configuration is explained using C360, and the configuration for R360 remains same. 

Add Summary section to Selected sections

You must first add the Summary section to Selected sections before you configure it. By default, the Summary section is displayed on the LOCAL pane of the Available sections as shown in the following image. You can drag and drop it from this to the Selected sections. If you add the Summary section from the LOCAL pane, configuration in the section is blank and you will have to apply configurations as required.

1. Summary on Widget and Local.png

 

However, if you have added Summary section to Global sections, you can find Summary section on the GLOBAL pane as well as shown in the above image. If you add the Summary section from the GLOBAL pane, Global section configurations are applied in the current layout. For more information about Global and Local sections in C360 and R360, refer the Configure the Customer360 Sections and <Configure Relationship360 Sections TBA>articles respectively.

2. Summary section on local and gloabal.gif

You can add only one instance of the Summary section to the Selected sections, from either LOCAL or GLOBAL pane in the C360/R360 Layouts page even though it is available in both the panes. You cannot add two instances of the Summary section from the same pane (Local or Global). At any given point of time, the C360/R360 page can have only one Summary section.

To add the Summary section to the Selected sections:

  1. Navigate to Administration > General > Company.
  2. Click C360 LAYOUTS.
  3. Expand the Company Layouts section (if not expanded).

Note: To add a Summary Section to R360 page, navigate to Administration > General  > Relationships > TYPES > Select a Relationship Type > LAYOUTS.

  1. Click the edit icon for the required layout. For more information about how to handle multiple Layouts in C360 and R360, refer the Create and Assign Multiple C360 Layouts and <Create and Assign Multiple R360 Layouts TBA> articles respectively.

    3. Navigate to Summary section.gif
  1. Drag and drop the Summary section from the Available sections in either LOCAL or GLOBAL left pane to the Selected sections.

4. Available and selected sections.gif

  1. (Optional) Click the Edit icon to rename the Summary section.

5. Edit Summary name.gif

Note: You can de-couple a Global Summary section and make changes to its configuration as required. 
For more information about Global and Local sections in C360 and R360, refer the Configure the Customer360 Sections and <Configure Relationship360 Sections TBA>articles respectively.

After you add the Summary section to Selected Sections, CSMs can view it on the C360/R360 pages. You can now configure the Widgets and fields to be displayed on the C360/R360 pages. 

Add Widgets to Summary

A Widget displays information in a graphical format. You can add and configure widgets to display critical parameters of customers, important for your organization. When you add a Widget to the Summary section, and configure it to display a critical parameter, CSMs can easily view the performance of these critical parameters by navigating to the C360/R360 page (Summary section) for the required customer. The required widgets can be added to Preview section of the Summary.  You can add a maximum of six Widgets to the Preview section.   

Note: The below configuration is explained using C360, and the configuration for R360 remains same. 

To add a Widget:

  1. Click the CONFIGURE icon for the Summary section. The Configure Section window is displayed.
  2. (Optional) Modify the name of the Summary section or add a Description.
  3. Click the WIDGETS tab.
  4. Drag and drop the required widgets to the Preview section.
  5. Click SAVE.

4- add wiget.gif

In the above image, there are three widgets: Health Score, MRR, and Open CTAs. These widgets are added to the C360 Layouts page. CSMs can view these three widgets in the C360 page. You can add a maximum of six Widgets to the Preview section.

Types of Widgets

Gainsight provides you with five default widgets. These widgets are pre defined and you can just add them to the preview section. CSMs can view them on C360/R360 pages. If you wish to monitor some other critical parameter, you can create custom widgets.

Default Widgets

By default, Gainsight has four widgets on the WIDGETS tab, which you can drag and drop to the Preview section. The default widgets are:

  • Health Score: This Widget displays the health score as well as a trend line of the customer. The trend bars indicate the Score for the past weeks. To view Scorecard data, you must first perform Scorecard init process and configure measures and Scorecards from the Administration > Scorecards page.
  • Open CTAs: This widget displays a bar graph of all the Open CTAs of the customer across all owners. Each bar represents a CTA type.    

6. Health score and Open CTAs.gif

  • Active Success Plans: This widget displays the total number of Success Plans. Each Plan Type and the number of Open Objective for the Plan Type are represented by a bar.

7. Active Success.png

  • NPS: This widget displays the NPS score of the customer. You can click the Settings icon to select either NPS score or Average NPS score. If you select NPS score, you can select the time period from the Set time period dropdown menu.

8. Select.png

Custom Widgets

You can add custom widgets to the WIDGETS tab. A custom widget can be defined by creating a Widget report from the Report Builder page. You can use any field from any object to create Widget report. However, it is mandatory to:

  • Include one field (in the Show me section) to create a Widget report.
  • Apply an Aggregation method on the selected field.

After the custom widget is added to the WIDGETS tab, you can drag and drop it to the Preview section for the CSMs to view it on the C360/R360 pages.

Note: The below configuration is explained using C360, and the configuration for R360 remains same. 

To add a custom Widget:

  1. Navigate to Administration > Analytics > Report Builder. The Report Builder window is displayed.
  2. Click + REPORT.  
  3. Enter a name for the report. (Here, MRR widget)
  4. Select the required Object on which you want to create a widget (here Company).
  5. Select the field on which you wish to create a widget (here MRR). You can select a field of any Data Type to create a widget.

9. MRR widget report.gif

You must apply an Aggregation method on the selected field so that the widget visualization type is activated. Also, you can select only one field in the Show me section.

  1. Click the Configuration icon for the MRR field and select an Aggregation type.
  2. Click the Visualization type icon and select the Widget option.

10. MRR Widget report.gif

Note that the value $117000.74 is the aggregated MRR of all the Companies.

  1. Click the Save as icon and assign widget label (Example: MRR widget).
  2. Click SAVE.

11. save MRR widget report.gif

You can now find that the MRR widget report is displayed as Widget on the C360 configuration page. You can drag and drop it to the Preview section for the CSMs to view from the C360 page.

12. MRR widget output.pngAdd Fields

The Fields tab displays all of the fields from the Company/Relationship object and the lookup fields from the dependent objects. However, fields of Rich text data type are not available in the list. You can drag and drop the required fields to the right pane of the Preview section. You can add up to six fields to the Preview section.

Notes

  • You can also add the fields to the Widgets section.
  • The below configuration is explained using C360, and the configuration for R360 remains same. 

To add a field to the Summary section:

  1. Click the CONFIGURE icon for the Summary section. The Configure Section window is displayed.
  2. (Optional) Modify the name of the Summary section or add a Description.
  3. Drag and drop the required fields in the right pane of the Preview section.
  4. (Optional) Click the Settings icon for a field and change the Field label and click SAVE. Field label that you assign here is displayed on the C360/R360 pages.
  5. (Optional) Click the settings icon for a Number, Currency or Percentage data type field and change the display format and number of decimal points to be displayed for floating point numbers, and click SAVE.
  6. Click SAVE in the Configure Section window.

13. Add fields to summary.gif

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