Configure Gainsight Dynamics Widget

Key Terms

This section explains the key terms used in this article. The definitions of terms are specific to this article.

• Gainsight NXT: Gainsight’s state-of-the-art Customer Relation Management (CRM) tool which is highly flexible and allows you to connect to other CRMs.

• Dynamics CRM: Microsoft’s CRM tool. This article concentrates on displaying Gainsight NXT data in Microsoft Dynamics CRM.

• Widget: A widget is a placeholder in Dynamics CRM under which Gainsight NXT data is displayed.

• Tables: Tables are a vital part of Dynamics CRM, used to model and manage business data. A Table in Dynamics CRM is similar to an Object in Gainsight NXT. A Table can be standard or custom.

• Account Tables: An account is a standard Table in Dynamics CRM (equivalent to a Company object in Gainsight NXT). Gainsight NXT data is displayed on a widget located on the Account Tables.

• Solution: Solutions are how customizers and developers author, package, and maintain units of software that extend Dynamics CRM utility. In this article, the Gainsight solution is imported into Dynamics CRM.

• Form: Forms provide the user interface that people use to interact with the data they need to do their work. In this article, the Account Tables form is modified to accommodate a widget that displays Gainsight NXT data.

• Web Resource: Web resources are virtual files that are stored in the Dynamics CRM. In this article, the Gainsight web resource is added to a widget. Once the web resource is added to the widget, it displays Gainsight NXT data.

Overview

Gainsight is an application designed for customer success professionals to drive revenue, increase retention, and scale operations. Gainsight NXT is the next evolution of the Gainsight platform. To start using Gainsight NXT in Dynamics CRM, you must first download and install the Gainsight application. Once you download the Gainsight solution, you must then create the Gainsight widget in Dynamics CRM.

To enable users to access Gainsight from within the MS Dynamics CRM, you must perform the following tasks:

1. Install Gainsight Application in Dynamics CRM

2. Create Gainsight Widget in the Account layout

3. Add Gainsight Web Resource

4. (Optional) Control Access to Gainsight Data in Dynamics CRM

Install Gainsight Application in Dynamics CRM

This section describes the process of installing the Gainsight solution into Dynamics CRM.

To install the Gainsight solution:

1. Log in to your Dynamics 365 org.

2. Navigate to the Dynamics CRM page in Microsoft AppSource.

3. Click GET IT NOW.

4. Provide your consent to continue with the installation.

5. Select the Terms and Conditions check boxes.

6. Click Agree.

7. The Install Gainsight Dynamics Widget slide-out panel appears.
8. From the Select an environment dropdown menu, select the instance.
9. Click Install.

Create Gainsight Widget in Account Tables

This section explains how to configure the Gainsight widget in the Dynamics CRM Account Tables. Once you install the Gainsight solution in Dynamics CRM, you must add a new widget in the Account Tables and configure this widget to display data from Gainsight NXT.

To create a widget in the Account Table:

1. Navigate to Tables > Account.
   
   
2. From Data Operations, click Forms.
   
   
3. Select any Account. The Account detail view is displayed. You can view a list of existing sections.
4. From the left navigation pane, select Components.
5. Click the 1-column tab, to add a new section to existing sections.
   
   IMPORTANT: The configurations made to this form apply to all of the Accounts that use this form. If an Account uses another form, you must configure these settings in the additional forms.
   
   
6. (Optional) Drag the new tab to the required position. The Tab Properties window is displayed on the left side.
7. (Optional) Enter a name for the tab in the Name and Label fields.

Add Gainsight Web Resource

This section explains how to configure the Gainsight web resource in the newly created tab. Once you add a widget to the Account Tables, you must configure the widget with the Gainsight web resource. A widget configured with the Gainsight web resource displays Gainsight NXT data.

To add the Gainsight Web Resource:

1. From the Display dropdown list, click HTML web resource. The Add HTML web resource dialog is displayed.
   
   
    
2. Type gs_Widget and click the search icon.
3. Select the gs_Widget option.
4. Click Add. The Gainsight widget appears on the dashboard.
5. Click Save and Publish.

Note: Due to Microsoft's limitation, Gainsight recommends to clear the browser cache if changes are not reflected.

Once the Gainsight solution is added to the Account Tables, you can now view Gainsight data in any of the Dynamics CRM Accounts. Gainsight is now displayed as a widget.

Pre-requisite: Make sure the accounts/companies and user data are already present in Gainsight from the CRM. There are out-of-the-box jobs created during connection creation for fetching accounts and user data.

To view the Gainsight NXT data in the Gainsight widget:

1. Click the Gainsight widget tab.
2. Click Allow Access To Gainsight. This ensures that you are permitting Gainsight data to be displayed in Dynamics.
3. Select your Dynamics username and password.

If you have saved your password, you are not prompted to enter it. Once the Authorization is successful, you can start viewing Gainsight NXT data in the widget.

Control Access to Gainsight Data in Dynamics CRM

Once Gainsight NXT data is available in Dynamics CRM, you must implement access control on the data. This setting must be performed from the Gainsight NXT environment and the changes are visible in the Gainsight NXT widget located in Dynamics CRM.

By default, users have full access to Gainsight data displayed in Dynamics CRM. You can restrict users from modifying data in the Gainsight section, displayed in the dynamics CRM. To accomplish this, you must add the required users to the VIEW_GROUP user group. This is an out of the box user group, provided by Gainsight. Any users added to this user group cannot modify data in Gainsight.

To restrict access to Gainsight data:

1. Log in to Gainsight NXT org configured in Dynamics.
2. Navigate to Administration > Data Permissions.
3. Click the Sharing Groups tab.
4. Click the Edit icon for VIEW_GROUP user group.
5. Click Add Users Manually. The Add new User window is displayed.
   You can also add users automatically to this group by setting criteria. Click + Criteria to set a criteria. All the users satisfying the criteria are added to this group.
6. Select the check box for the required user(s).
7. Click Save.

The added user can now only view data in the Gainsight widget, but cannot edit it.