Gainsight User Management

Add Users Manually 

To add user into the Gainsight User object:

1. Navigate to Administration > Users and Permission > User Management.
2. Click Add Users and select Add User Manually.
   
   
    
3. Enter the following information as explained in the following table:
    

   Fields	Mandatory	Description
   First Name	Yes	First name of the user
   Last Name	Yes	Last name of the user
   User Name	Yes	Enter a unique User Name in the format of an email ID. For example, example@mail.com
   Email ID	Yes	Registered Email ID
   Time Zone	No	Users time zone
   Locale	No	Preferred Language Note: If Admins do not configure a user's locale, data in the user's org will be formatted based on the tenant level locale setting by default. Admins can configure this setting under Application Settings. For more information, refer to the Application Settings article.
   Title	No	Preferred work title
   Manager	No	Reporting Manager
   Send Welcome Email	No	Sends a welcome email to the user.
   Super Admin	No	Select True or False
   License Type	Yes	License type of the user
   Custom Field's External ID	No	External ID of the Custom field

4. In the Super Admin section, select True or False from the drop-down list box.
   • True: If this option is selected, then Full license is selected by default.
   • False: If this option is selected, admins can select to assign any of the license types to the user.

Steps 5 to 8 are applicable, When the Super Admin is selected as ‘False’ and License as 'Full' license. For other license types, please proceed to step 9 as the Permission Bundles are selected by default.

Note: if Super Admin is ‘True’, then Full license is assigned by default and Permission Bundles are not required.

5. Click Add Permission Bundles.
6. In the Assign Permission Bundles dialog box, select the required Permission Bundles.
7. Click Confirm.
8. (Optional) Fill any Custom fields.
9. Click Save.

Add Users from CSV

While adding users through a CSV file, licenses are assigned to users in the Gainsight application based on the criteria mentioned in the License type field of CSV. For more information about the type of assigned license, based on values in the Super Admin and License Type fields in the CSV file, refer to the Assign License through CSV file section in User License Management article.

To add users from CSV:

1. Navigate to Administration > Users and Permission > User Management.
2. Click Add Users and select Add User from CSV.
   
   
3. In the Upload CSV, drag and drop or click browse file to upload from your local machine.
   
   Notes:

• The file format should be in .csv format. A sample document is also available to view the required fields.
• Admins can add all the fields available in the User object in the CSV file. The sample CSV file only contains the fields such as Username, First Name, Last Name, Email, Active and License Type.
• Username, First Name, Last Name and Email are mandatory fields for creation of Users and must be present in the CSV file being used for adding Users.

4. Click Continue. The Field Mapping Page is displayed.
5. In Field Mapping, all the standard Source and Target fields are mapped by default. Admins must map the target custom fields, if any.
6. Click Continue.
7. In Permission Mapping, select the users to assign Permission Bundles.
8. Select Send Welcome Email.
9. Click Assign Permission Bundles.
10. In Assign Permission Bundles, select the required Permission Bundles.
11. Click Confirm.
12. Click Confirm in the Permission Mapping. A confirmation dialog appears containing the status of the import of users.

For more information on assigning license types through a CSV file, refer to the User License Management article.

Note:

When a user does not complete the onboarding process, a warning icon is displayed that indicates either of the following errors: 

• No license is assigned to the user. This scenario happens during a bulk license change operation from Internal Collaborator or Inactive Users to a Paid license. Admins can re-assign the license to that user to complete the onboarding process.

• When the username format is incorrect in the CSV file. Admins can change the username and reassign the license to complete the onboarding process.

• When a user did not complete or did not start onboarding due to a technical error. Admins can contact Gainsight Support for further assistance.

Add User(s) from External Systems

Admins can add users from Salesforce, Slack, and Gong using this functionality in User Management page.

IMPORTANT:

• When users are pulled from the external systems, all active users are assigned an Internal Collaborator license. Inactive users pulled from all the External Systems (Salesforce, Dynamics, Zendesk, and Hubspot) are not assigned a license and are stored as inactive users in Gainsight. 
• Inactive users from Slack are not synced into Gainsight.
• Currently, Gainsight supports adding users only from Salesforce and Slack. 

To add users from external systems:

1. Navigate to Administration > Users and Permission > User Management.
2. Click Add Users and select Add User from External Systems.
   
   
3. Select the type of connection from the Connection Type dropdown list.
4. Select a connection in the Connection dropdown list. The users are automatically loaded in the right panel.
5. (Optional) Click Load Users. This operation takes some time to load all users from the selected external system.
6. Click Confirm. Confirmation dialog box is displayed.
7. Click Done. The selected users are added to the avatar list.

Add Users Manually

Admins can add partner users to Gainsight manually. To add a partner user to the Gainsight User object:

1. Navigate to Administration > Users and Permission > User Management.
2. Click Add Users and select Add User Manually.
   
3. Enter the following information as explained in the following table:
    

   Fields	Mandatory	Description
   First Name	Yes	First name of the user
   Last Name	Yes	Last name of the user
   User Name	Yes	Enter a unique User Name in the format of an email ID. For example, example@mail.com
   Email ID	Yes	Registered Email ID
   Time Zone	No	Users time zone
   Locale	No	Preferred Language Note: If Admins do not configure a user's locale, data in the user's org will be formatted based on the tenant level locale setting by default. Admins can configure this setting under Application Settings. For more information, refer to the Application Settings article.
   Title	No	Preferred Work Title
   Send Welcome Email	No	Sends a welcome email to the user.
   Partner	Yes	Select Yes or No
   Partner Company Name	Yes	Search and add the partner company name
   Custom Field's External ID	No	External ID of the Custom field

   
   If the user is selected as Partner, the below fields are set to default and are not editable.
    

   Fields	Description
   Manager	Reporting Manager
   Super Admin	Set to False
   License Type	Set to Full License
   Permission	Permission Bundle is assigned in Partner Permission Bundle.

4. (Optional) Fill any Custom fields.
5. Click Save. 

Notes:

• The License Type is set to default as Full License.
• The Permission Bundles can be assigned in Partner Management.
• The Partner Users cannot be added to the Company Teams.
• The Partner users cannot be added using user sync, and external systems.
• The Summary ribbon shows the count of Full License users, including the Partner users.

For more information on how to add Permission Bundles for Partner Users, refer to the Partner Permission Bundle article.

Add Users from CSV

While adding users through a CSV file, licenses are assigned to users in the Gainsight application based on the criteria mentioned in the License type field of CSV.
Note: Only Full License type can be assigned to Partner users.

To add users from CSV:

1. Navigate to Administration > Users and Permission > User Management.
2. Click Add Users and select Add User from CSV.
   
   
3. In the Upload CSV, drag and drop or click browse file to upload from your local machine.
   
   Notes:
   • The file format should be in .csv format. A sample document is also available to view the required fields.
   • Admins can add all the fields available in the User object in the CSV file. The sample CSV file only contains fields such as Username, First Name, Last Name, Email, Active, and License Type.
   • Username, First Name, Last Name and Email are mandatory fields for creating Users and must be present in the CSV file for adding Users.
4. Click Continue. The Field Mapping Page is displayed.
   
   
5. In Field Mapping, all the standard Source and Target fields are mapped by default. Admins must map the target custom fields, if any.
   Note: If the Partner ID is not defined in the CSV file, then click Define Lookup to map the Partner IDs. For more information refer to the Define Lookup section in this article.
6. Click Continue.
   
   
7. In Permission Mapping, select the users to assign Permission Bundles.
8. Select Send Welcome Email.
9. Click Confirm in the Permission Mapping. A confirmation dialog appears containing the status of the import of users.

Stats Button

Stats button is enabled by default in the User Management Page. It displays the number of users for each license type (Full/Viewer/Internal Collaborator/Viewer Analytics) and number of inactive users in your org.

Note: Any users in the system with email containing ‘gainsight.com’ will not be counted as licensed users (Full/Viewer/Viewer Analytics).

Grant Sally Access for Microsoft Teams

Enable Sally access for users loaded from a specific MS Teams connection:

1. Select MS Teams type and the required connection from the dropdown in the top left of the page.
2. Select the required users.
3. Click on the context menu and select Enable Sally Access.

Grant Sally Access for Slack 

Enable Sally access for users loaded from a specific Slack connection:

1. Select Slack type and the required connection from the dropdown in the top left of the page.
2. Select the required users.
3. Click on the context menu and select Enable Sally Access.

Context Menu of User

In the User Management page, click the three dots menu to perform the following actions:

UI Functionality	Description
Edit User	Edit the user information.
Make Inactive	Option to make the user inactive. Note: User status is available in the first column as either Active/Inactive.
Send Welcome Email	Send a welcome email to the user.

Advance Filters

Filter option enables users to add Filters which appears below the stats section. For example, admins can filter the users based on their status (active/inactive) and/or license type.

To apply advanced filters:

1. Click the Add filters icon in the User Management page.
2. Click A to add more filters. Advanced Filter popup is displayed.
3. Click + to add filter.
4. In the Field, select an option from the user object. (For example, License Type)
   
   Note: Click below Search and enter name of the field to find and select it. 
    
5. In the Operator dropdown list, select an operator. (For example, in)
6. In the Value, select a value. (For example, Full)
7. (Optional) Add or edit operators like AND and OR between the filters while applying the filters.
8. Click APPLY. Applying filters will fetch the users list as per the added filter criteria.

Search Box

You can enter the value of a Name or Email in the search box. When searching a user using the Search box, the search is applied on all of the user records instead of just the filtered records. You can apply filters on the fetched user list using the Search box.

Select All Users

Admins can select multiple users at once in their tenant and perform setup operations. They can filter a set of user accounts and select all to upgrade their configurations. The Select All feature allows an admin to do the following actions for multiple users at the same time:

• Send welcome emails

• Activate or deactivate user accounts, and 

• Configure licenses and permissions.

Notes: 

• Admins can select up to 10,000 users to update the configurations and ensure flawless execution.

• With the Select All feature, a progress bar is displayed if the process takes time based on the large number of operations. The percentage of completion displayed helps you understand the status of jobs.

To select all the users:

1. Select any users in the User Management page.

2. Click the Select All Users. All the users are selected.

3. To deselect all the users at a time, click Clear Selection.

Send Welcome Email

You can now send Welcome Email for multiple users at once.

To send welcome email to users:

1. Select the required users in the User Management page.
2. Click Send Welcome Email. A confirmation dialog is displayed.
   
   
    
3. Click Yes.
   
   

 

Make Users Inactive or Remove License

Admins can make users inactive to remove their assigned licenses from the User Management page. Once users are inactive, the assigned license type is removed. To make the users active again, admins must edit the user details and assign licenses to the users from the User Detail page.

Note: When an Inactive user or Internal Collaborator is changed to paid license (Full or Viewer), then an intermediate status called Pending is displayed in Status, before they are turned into paid license user.

To make a user inactive:

1. Select the required users in the User Management page.
2. Click Make Users Inactive. The selected users are inactive and their licenses are removed.

Add Fields/Columns

Admins can add columns or fields to view more user details in the User Management page.

To add columns or fields in the user list:

1. Click + to display the Add Columns pop-up window.
2. Select the desired filters.
3. Click Apply.

Admin Settings for Login Preference to Gainsight NXT to see Notifications

​Admins can set login preference to Gainsight NXT to see Gainsight Notifications received through an Email. This is applicable only to the Gainsight NXT customers connected through Salesforce Connector. Gainsight NXT can be accessed either through Direct Gainsight Login or Salesforce Login. Earlier, the access preference to Gainsight for Email Notifications was not stable and is well defined now. Below are the two types of login preferences for Email notifications:

• Enable preferred Notification-NXT: When users click any hyperlink in the email notification, the system will redirect them to access Gainsight NXT through Direct Gainsight Login, where users need to enter their Gainsight login credentials to access the notification details inside the Gainsight application.

• Enable preferred Notification-SFDC: When users click any hyperlink in the email notification, the system will redirect them to access Gainsight NXT through Salesforce Login, where users need to enter their Salesforce login credentials to access the notification details inside the Gainsight application.

Gainsight email notifications notify users that a new CTA was assigned to them, they were mentioned in an Activity, a Success Plan was assigned to them, they received Survey Responses, etc.

Also, users can set their preference to access Gainsight NXT for email notifications from the My Settings > Notifications > Channel Subscriptions page.

Note: If a user is synced via Salesforce connector (and had a SFDC avatar) then the default configuration for notifications is set to Salesforce. If a user is added via any other way then configuration for notifications is set to NXT.

To set the login preference to Gainsight NXT to see Gainsight notifications received through Email:

1. Navigate to Administration > User Management.
2. Select Salesforce from the Users dropdown menu and select the required Salesforce Connection.
3. Select the required users. You can see that the Context menu is enabled.
4. Select one of the following options from the Context menu:
   • Enable preferred Notification-NXT
   • Enable preferred Notification-SFDC
5. Click Yes to confirm the notification preference.

User Settings for Preferred Notification

To set the login preference to Gainsight NXT to see Gainsight notifications received through Email:

1. Navigate to My Profile > My Settings > Notifications > Channel Subscriptions.

2. Select either Gainsight NXT or Salesforce in the ‘Allow me to view my notifications on’ field.

3. Click SAVE.

The user setting is visible only in the Gainsight NXT application accessed through Salesforce Login. This option is not visible in Gainsight NXT accessed through Direct Gainsight Login, considering the user Notification preference is NXT.

For more information on the User Notification settings, refer to the Setup User Notifications article.