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.
Note: This feature is currently being piloted by a small group of customers starting in May 2019. We will gather feedback from the beta program, and make enhancements to the feature before we release it broadly. We are not accepting any more Beta participants at this time.
This document explains Gainsight’s People Maps feature. After reading this article, you can configure the People Map card (admin), and build the organization chart of your customer (end user).
People Maps provide a graphical view of the hierarchy in an organization. Using this hierarchy, you can visualize who reports to whom, which in turn helps you to contact the right people.
A Gainsight admin can configure the fields to be displayed in the People map view. To facilitate this, Gainsight has introduced a new tab called CHART VIEW in the People configuration section. Admins can add the required fields to this tab. End users can view the added fields in the 360 > People Maps section. To learn more about configuring Chart View, refer to the Chart View section of the Configure Person 360 section article.
Once the required fields are added, end users can then start building the People map. People maps can be built in the new Org chart view in the C360 > People section.
Business Use Cases
You just sold a product to the sales head. The Sales head reports to the marketing head. You have another product which can be sold to the support head. Knowing that the support head also reports to the Marketing head will help you increase the upsell opportunities.
You are about to get into a meeting with a client. It's good to know the reporting structure of your client's organization so that you get a first hand knowledge about the designation of the client. A visual organization chart will help you to easily understand the organization structure of your customer.
Features of People Map
Following are the features of People Map:
- Provides a graphical view of customer’s organization hierarchy.
- You can easily modify the hierarchy.
- Ability to view the NPS score provided by the Person.
- Ability to view latest Timeline Activity type recorded with the person.
Build People Maps
This section explains how end users can build People maps for a Company. Before building the map you must ensure that all of the Person records are created and associated with the Company. To learn more, refer to the Person Section in C360 section of the Configure C360 Details and Section Types article. A few key terms related to People Maps are given below:
- Person: The person from whom you start building the map. This Person will be the starting point of our map.
- Direct Report: The Person who directly reports to the Person, from whom the map is being built (Person who is considered to be the starting point of the map).
- Manager: The Person to whom another Person reports to.
When you start building the map for a specific Person, by default the Reports and Manager of that Person are displayed. Apart from these details, you can also view the NPS score given by a Person, the date on which the NPS the NPS score was responded, and comments given (if any) with NPS score. This is applicable if the person uses Surveys 2.0 and has responded to an NPS survey. You can also view the date and type of the latest Timeline activity associated with the Person.
You can view a hierarchy from the above image. Kelly Kapoor and Angela Martin report to Michael Scott. Kelly kapoor has Dwight Schrute as the Direct Report and Angela martin has Kevin malone as the direct report. This hierarchy would now be constructed in Gainsight using the People Map feature.
To build the People map:
- Navigate to the C360 page.
- Click the Person section.
- Click the Org Chart icon.
- Click the name of the Person from whom you wish to start building the map. (here Kelly Kapoor)
The various components of the map are explained below:
1 - NPS Score provided by the Person. The color of this section depends on the score given (here its red, since the score is 4).
2 - Date and type of last activity recorded with the Person.
3 - Ellipsis menu to add or remove manager and direct reports.
4 - Zoom in option
5 - Zoom out option
6 - Download option
7 - Full screen view option.
8 - List of People associated with this Company (Click + PERSON to add more people).
Add Manager and Direct Reports
This section explains how you can build on the People map by adding managers and direct reports.
To add manager and direct reports:
- Click the ellipsis menu and select add manager.
- Enter the name of the manager (here Michael Scott) and press the enter key.
- Select the name. You can now see that the manager is added.
Note: When you add a manager for a Person, the Manager field in the Company Person object is automatically populated with the GSID of the manager. In the above case, the GSID of Michael Scott is added to the Manager field for Kelly Kapoor.
IMPORTANT: You can also navigate to the Manager field and search for a person by name to make the searched person the manager of the current person. In the below image, Michael Scott is added as Angela martin’s manager, by using the Manager field. When the map is viewed from Angela Martin’s view, you can only see the manager of Angela Martin. However, when you switch to Michael Scott’s view, you can view both the direct reports of Michael Scott.
Similarly, you can add Dwight Schrute as the Direct Report of Kelly Kapoor, either by using the Manager field of Dwight Schrute, or by adding Dwight as direct report of Kelly Kapoor. You can also navigate to Dwight Schrute’s view and add Kelly Kapoor as the manager.
Similarly, add Kevin Malone as the Direct Report of Angela Martin. This completes the People map. The final map is as shown below:
Note: You can also build People map by importing data from the Salesforce Connector (using the Reports to field) and also use the Load to Company Person Action type and populate data into the Manager field.
IMPORTANT: Once you build the People Map completely, and visit the map next time, you can view the map from the Person who is at the top most portion of the hierarchy.
This section explains the process of modifying the hierarchy of a People map. You cannot drag and drop a Person from one hierarchy to another. You must first remove the Person’s association with an existing manager and then create a new association with the required manager.
In this example, consider if Kevin Malone reports directly to Michael Scott and not Angela Martin. To change the map, you must first remove Scott’s association with Steve and then create a new association for Scott with Alex.
To change the hierarchy:
- Click the ellipsis menu for the person to be removed and select Remove. (here Kevin Malone).
- Click the Ellipsis menu of the Person to whom you wish to add a Direct report (here Michael Scott).
- Search for the person to be added as Direct report (here Kevin Malone).
IMPORTANT: When you remove the association of a Person with manager, the Manager field of that person has no values. When you associate a Person to a new manager, the Manager field of the person contains the GSID of the new manager.