Create User Group

Gainsight NXT

Overview

The User Group feature in Gainsight enables admins to create new user groups and manage the existing ones. Admins can create a user group and add users using a filter criteria, or select each user manually. 

Note: Admins can edit only those user groups that are created using the Static membership.

Example Business Use Case: 

For instance, if a user group contains three members and there are five tasks, each member receives tasks in a cyclical manner.

• User Group Members: A, B, C

• Tasks: Task 1, Task 2, Task 3, Task 4, Task 5

Assignment:

• Member A → Task 1
• Member B → Task 2
• Member C → Task 3
• Member A → Task 4 (cycle restarts)
• Member B → Task 5 

When the number of tasks exceeds the number of group members, the algorithm cycles back to the first member after assigning a task to the last member.

IMPORTANT: User groups in the User Management module are designed exclusively for pooled work assignments.

Prerequisites

• Ensure that the users exist in Gainsight, to add users to a user group.
• Contact Gainsight Support to enable the User Group feature.

Create User Group

To create a User Group: 

1. Navigate to Administration > Users and Permissions > User Management.
2. Click User Groups tab.
3. Click Create User Group. 
4. In the Create User Group page, complete the following steps to create the group:
   1. Basic Information: Define the group name, description, and configuration type (User Pool or SCIM).
   2. Select User Group Members: Add or review group members based on the selected configuration.
5.  5. Click Create. The user group is created.

View User Group

To view user groups: 

1. Navigate to Administration > Users and Permissions > User Management 
2. Click the User Group tab.
3. Click the three-vertical dots menu icon of the user group. The View Group and Edit Group options appear.
4. Select View Group. 

Note: Click Edit User Group to navigate to the user group edit page.

Edit User Group

You can edit the following details using the Edit User Group options:

• Modify Basic Information: Modify the basic information of a user group.
  • User Group Name and Description: Update as needed.
  • User Pool and SCIM: Enable or disable configuration.

Note: Enabling User Pool is permanent and cannot be undone.

If SCIM is enabled, you can configure or update the following fields:

• Super Admin (Boolean): Set to True or False to grant or restrict admin privileges to users in this group.
• License Type (Dropdown): Assign the appropriate license type for all users in the group.
• Role (Multi Picklist): Define one or more roles to be applied to users in the group.
• Custom Fields (Supported types: Dropdown, Multi Picklist, Boolean, String): Configure additional SCIM-mapped fields for advanced scenarios like permissioning, navigation access, or data visibility.

Note: For String and Dropdown fields, conflicting values across multiple group assignments may cause user assignment to fail.

SCIM Assignment Logic and Constraints

• User Assignment through Groups: When a user is assigned to a SCIM-enabled group, their SCIM-mapped attributes such as License Type, Role, Super Admin are automatically inherited from the group’s configuration.
• Multiple Group Memberships: If a user belongs to multiple SCIM-enabled groups, attribute resolution follows a defined precedence logic:

Field Type	Resolution Logic	Example
Boolean	True takes precedence over False	If Group A sets “IsPartner” to True and Group B sets it to False Result: True
License Type	Highest priority License is assigned	Group A = Viewer, Group B = Full Result: Full (Full has higher priority)
Super Admin	If any group assigns True, user is assigned True	Group A = True, Group B = False Result: True
Role	All role values from assigned groups are combined	Group A = Admin, Group B = Manager Result: Admin, Manager
Multi Picklist	The user gets all values assigned by their groups	Group A = US, EU, Group B = APAC Result: US, EU, APAC
Dropdown	Not supported for resolution across multiple groups	Group A = East, Group B = West (A is higher) Conflict: User assignment fails
String/Custom Fields	Not supported for resolution, must be unique across groups	Group A = Region: NA, Group B = Region: EMEA Conflict: Assignment Fails

• Unique Configuration Requirement: No two SCIM-enabled groups can have identical SCIM attribute configurations.
  Note: An error message is displayed if a new or updated group has a conflicting configuration with an existing group. 
• Irreversible SCIM Activation: Once SCIM is enabled for a group, it cannot be reverted to a non-SCIM group.
• SCIM Configuration Restrictions: The following SCIM attribute types can be configured and updated:
  • Boolean
  • License
  • Role
  • Multi Picklist
    
    The following cannot be added or modified once the group is SCIM-enabled:
  • Custom Picklist Fields
  • String Fields
    Note:
    • Attempting to configure unsupported field types in a SCIM-enabled group will result in an error.
    • If a SCIM group contains a high number of user records, attribute updates are processed asynchronously. Changes may take some time to reflect across all users.
• Modify Group Criteria: Modify group criteria of a user group with Dynamic Membership Type.

• Remove Members: Remove members from a user group with Static Membership Type. 

For more information, refer to the Remove Users from a User Group section. 

Remove Users from a User Group

Admins can remove users from a static user group. 

To remove members from the user group:

1. Navigate to Administration > Users and Permissions > User Management 
2. Click the User Groups tab.
3. Click the three vertical dots menu icon of a user group with Static Membership Type.
4. Click Edit Group. The Basic Information page appears.
5. Click Next. The Select User Group Members page appears.
6. From the Preview Members section.
7. Select the checkbox beside each user that is to be removed from the user group. 
8. Click Remove. The Remove Members confirmation dialog box appears.
9. Click Confirm. The selected members are removed from the Preview Members list.
10. Click Save. The selected members are removed from the user group.

Assign CTAs to User Groups 

The CTAs can be assigned to user groups using the Mass Edit feature. The CTAs are distributed equally among the CSMs that are part of the selected user group. 

To reassign ownership to user groups:

1. Navigate to Administration > Mass Edit.
2. Select Call To Action from the source object dropdown list.
3. Filter the CTAs to edit as follows:
   1. In the Show Me section, click the plus icon to add appropriate show fields. For example, Call to Action Name and Assignee Name.
   2. In the By field section, click the plus icon to add appropriate by fields, if required.
   3. Click the Filter icon to add the appropriate filters. For example, select Assignee and assign it a value.
   4. Click RUN. The list of CTAs appears.
4. Click +ACTION in the Apply Actions section.
5. Select Reassign ownership. 
6. In the Reassign ownership to field, search for the User Pool and select from the list of suggestions.
7. (Optional) Select the Apply to tasks checkbox to change the ownership of all tasks under the CTA.
8. Click UPDATE.
9. Select YES in the confirmation box. The ownership is reassigned to the selected User Pool.

User Groups in Rules Engine

You can assign the ownership of CTA to user groups while setting up a new rule or editing an existing Rule from Rules Engine. Once the rule is executed, the CTAs are distributed equally amongst the CSMs that are part of the selected user group.

IMPORTANT: Admins cannot assign Default Owners for CTAs whose ownership has been assigned to a user group.

Additional Resources

• User Management
• Gainsight Authentication