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Gainsight Inc.

Team View Overview

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.

Not sure what your team is using? Click here.

 

Overview

Team View empowers your cross-functional team with rich customer data and collaboration capabilities within their primary system. Team View takes the tactical knowledge gathered by customer facing teams, and makes it visible for everyone else, including sales and executive teams. This article is designed to explain how Team View can solve problems and to tell users what they can expect to find in the Team View. The Team View widget is mainly designed for users who have the Gainsight NXT Viewer License. Team View provides customer information from Gainsight without ever leaving the account, Case, or opportunity page in SFDC. You can use this information to gain immediate insights into customer health, discover renewal opportunities, prepare for customer meetings, and more.

Admins can embed a Gainsight NXT widget in Salesforce Sales or Service Cloud to start improving the customer experience through better cross-functional alignment.

Advantages of Team View

Following are the advantages of Team View:

  • Get better Customer insights: Team View provides customer insights in a user’s primary system. This helps them prepare for customer calls or meetings, and stay in-the-know about the key dates and activities at that customer (e.g., upcoming renewal date, recent NPS survey score, high priority support cases, etc).  

  • View interactions and schedule meetings: Team members can use the Timeline tab to quickly catch up on customer history, or schedule new meetings or appointments with customers based on their performance.

Examples of Team View Use Cases

Team View can assist with use cases across a variety of teams. The chart below details the types of moments and questions for different teams that Team View can help answer.

Team/Role Use Case
Executives
  • I’m about to walk into a meeting with this customer.

  • This customer emailed me, or I saw them at an event.

Sales
  • I’m starting a renewal process.

  • I’m hunting for expansion opportunities.

Support
  • I haven’t worked with this customer before.

  • This customer seems anxious.

Services Is our project improving the customer’s health?
Product
  • Who is this customer that’s a top user of Feature X?

  • Would this customer make a good beta tester?

Gainsight Viewer Licenses

The Viewer License gives every stakeholder the insight they need to make the customer successful. You can widely distribute customer insight to your internal peers or external partners with access to Gainsight information in their favorite channels.

The Viewer License provides read-only access to Gainsight Data and the ability to add or edit entries to the Timeline. Viewers can access Gainsight information through the following channels:

Gainsight User Types

  Full User Viewer User
Who it’s for Customer Success Managers, Account Managers, Technical Account Managers, Renewal Managers, Install-base Sales Support Reps, Project and Service Managers, Executives, New-logo Sales, Channel Partners
What’s included Full read/write access to Gainsight data and functionality Read-only access to the Gainsight data and functionality exposed through the channel of access (i.e., what can be displayed on a 360 view or Dashboard). Add and Edit Timeline posts.
App Access Full Users have read/write access to all purchased apps. Restriction to apps can be controlled through Permission Groups in Gainsight NXT. Viewer Users have view-only access to all purchased app and edit access to Timeline. Restriction to apps can be controlled through Permission Groups in Gainsight NXT.
Data Access Full Users have access to all Gainsight data. Restriction to data can be controlled through Sharing Settings in Gainsight NXT. Viewer Users have view-only access to Gainsight data as presented in their channel of access. Restriction to data can be controlled through Sharing Settings in Gainsight NXT.

 

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