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Gainsight Inc.

Create and Assign Multiple C360 Layouts

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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Overview

This article explains Admins on how to create and assign C360 Layouts. CSMs from different companies as well as different Gainsight users, may be interested in viewing different company information. C360 Layout is a framework in which Admins can configure different pieces of the customer’s business information as required for entities or users. Gainsight enables Admins to create up to 50 custom C360 page layouts. Layouts can be applied to Companies and users based on criteria such as Company Type or Industry, User Role, etc. For example, you may want to create different layouts for your executives and your CSMs; or you may want to have different layouts for your Enterprise customers, and your SMB customers. You could also create a different layout for each stage of a customer’s lifecycle, or for customers versus channel partners.

Gainsight offers a predefined C360 layout called “Default Layout”. It can’t be deleted, but can be edited or cloned. Each layout may contain different sections (and therefore different reports and related lists).

Before creating and assigning multiple layouts, it is recommended for admins to create the Global sections that you wish to include in the C360 layouts. For instructions on how to configure the individual Global and Local sections, refer Configure the Customer360 Details (C360) Page & Section Types.

Notes: If you have not configured a custom layout, then all of the customers C360 pages are applied with the default layout.

Configure C360 Layouts

To configure a custom C360 Layout:

  1. Navigate to Administration > Company > C360 Layouts.
  2. In the Company Layouts section, click + LAYOUT.

1. layout.png

  1. Enter the required information in the following fields:
    1. Name: The name of the C360 layout being created.
    2. Description: (Optional) The description of the layout being created.

Layout Details.png

  1. Click SAVE. The layout gets created as shown in the following image.

3. Layouts List View.png

  1. Hover on the newly created layout and click the EDIT icon.

Edit Layout Icon.png

  1. Drag-and-drop the desired sections available in the left pane (from Local or Global) to the right, as shown below. The layout is saved automatically.

Add Sections to 360.gif

  1. Click the CONFIGURE icon of any required section and configure the section as required. For more information on the configuration of a specific section, refer Customer360 Details (C360) Page & Section Types.
  2. After configuring the layout, you can create criteria to assign the layout for the specific company (ies) or user(s).

Assign C360 Layouts

To assign a custom C360 Layout:

  1. Navigate to Administration > Company > C360 Layouts.
  2. Click ASSIGN LAYOUT. Assign Criteria For Layouts dialog appears.

6. Assign Layout.png

Using the Assign Layout option, C360 layouts can be assigned to different Companies or users. In the Assign Layout dialog, you can assign a layout specifically for a Company Type and User Type, based on the Company and User attributes. Multiple conditions can also be created in the Assign Criteria For Layouts dialog. For example, you can assign one layout for Companies in the Launched stage and a different layout for Companies in the Adopting stage.

  1. Assign a layout by performing the following tasks:
    1. Select a field from the GSuser attribute dropdown list.
    2. Select a field from the Company attribute dropdown list.
    3. Select a layout from the Select a layout dropdown list.
    4. Click + to add additional conditions to the layout.

Notes:

  • You can also select lookup fields from the dependent objects in both of these dropdown lists.
  • You can also select the checkboxes to include records when the record for the selected field is null.
  1. Click SAVE.

7. Assign a Layout.gif

Use Cases on Conditions

Condition 1: For instance, in the Company attribute, you have chosen Stage field and selected the stage as Launched, and assigned a layout called Layout 1. Once the criteria is saved, users will see the C360 page of the customers in the Launched stage are applied with the selected C360 layout.

Condition 2: For instance, you have applied another condition on user attribute, on top of Condition 1. Assume, you have chosen Name field and selected Other User and entered a Name, and assigned a layout called Layout 2. Once the criteria is saved, user with the given name will see the C360 page of all the customers selected C360 layout.

Notes:

  • If any of the above configured conditions do not match, the Default Layout is automatically used for displaying sections on the C360 page.
  • If more than one conditions are met for a company, then the first matching layout is displayed.
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