Gainsight Mobile Overview

Users with a Single Domain

Users that have a single domain can log in using the following steps:

1. Tap Gainsight integration.
2. In the Username field, enter the username.
3. Tap Next. The Gainsight login window appears.
4. Enter Username and Password of your Gainsight account.
5. Tap LOG IN. The Welcome to Gainsight page appears.

Users with a Single Domain and Multiple Environments

Users that have a single domain and have access to multiple environments such as Production or Sandbox orgs, can log in using the following steps:

1. Tap Gainsight integration.
2. In the Username field, enter the username.
3. Tap Next.
4. From the Select domain dropdown, select the required domain.
5. Tap Next. The Gainsight login window appears.
6. Enter Username and Password of your Gainsight account.
7. Tap LOG IN. The Welcome to Gainsight page appears.

Users with Multiple Domains

Users that have multiple domains can log in using the following steps:

1. Tap Gainsight integration.
2. In the Username field, enter the username.
3. Tap Next.
4. In the Gainsight Domain field, enter the Gainsight domain URL.
5. From the Choose Data Center Location dropdown, select one of the following option:
   • US1 Data Center: Covers the US Region and contains data specific to the existing US customers only.
   • US2 Data Center: Covers the US West 2 Oregon region and contains only new US customers data.
   • EU Data Center:  Contains the customer data specific to the EU region.
6. Tap Next. The Gainsight login window appears.
7. Enter Username and Password of your Gainsight account.
8. Tap LOG IN. The Welcome to Gainsight page appears.

Dashboard Tab

The Dashboard tab displays the dashboard selected by the user in the web application. However, users can switch between the dashboards and apply rules on the global filters that are already set at the web application level.

The following are the options available in the Dashboard tab:

• Select Dashboard
• Dashboard Filters
• Refresh Dashboard
• Chats and Options

Gainsight NXT Edition Users: 

• For more information on how admins can assign dashboards to users, refer to the Dashboard Permissions article.
• For detailed information on the Mobile Dashboards, refer to the Mobile Dashboards article.

Gainsight Salesforce Edition Users: 

• For more information on how admins can assign dashboards to users, refer to the Dashboard Permissions article.
• For detailed information on the Mobile Dashboards, refer to the Mobile Dashboards article.

Timeline Comments

With Timeline Comments in mobile, you can actively participate in conversations on important updates and events, on the go! 

You can receive real-time push notifications, if you are @mentioned in one of the comments, or if someone adds a comment to an activity you have posted. You will always be aware of what’s going on, and can help support customers and colleagues without delay.

Note: All rich-text formatting is honored in the comments.

To post comments on a Timeline Activity:

1. Tap on any of the Timeline Activities.
2. Navigate to the Comments tab.
3. Start typing your comment in the Type a comment text area.
   Note: To mention someone in your comment, tap @ and start typing the name. 
4. Tap Post. Your comment is posted. Tap the three dots on the right corner to Edit/Delete the comment.

You can also make use of the available formatting options, based on your requirement.

Add and Assign Inline Tasks

You can add and assign important tasks to your team, within the activity you are logging to Timeline. Task owners can then immediately take action and close the loop from their Cockpit.

To add and assign Inline Tasks for an existing Activity:

1. Tap on any of the timeline activities.
2. Tap the Pencil icon.
   Note: You can see this icon only if you are the owner of that specific activity.
3. Scroll down to the Tasks section, and tap Add Task.
4.  Enter the following details:
   1. Task Name: Enter the task name of your choice.
   2. Owner: From the Owner dropdown list, select the owner. 
   3. Due Date: Select the required Date.
5. Tap Add.

To add and assign Inline Tasks for new Activity:

1. Tap + at the bottom right corner of the Activities tab.
2. Tap on the required Activity Type.
3. Enter the Timeline entry details.
4. Scroll down to the Tasks section, and tap Add Task.
5.  Enter the following details:
   1. Task Name: Enter the task name of your choice.
   2. Owner: From the Owner dropdown list, select the owner. 
   3. Due Date: Select the required Date.
6. Tap Add.

Other Details:

• Select the rounded checkbox to close a task.
• Tap the three dots on the right corner to Edit/Delete the existing task.
• For now, only the activity owners can edit the tasks.

Sample Queries

Following queries can be entered in the search box:

• For an Account: get the Health Score, CSM, NPS®, CTA Summary details.
  Sample Query: Health Score of <Company Name>
• Get the summary of CTAs assigned to you.
  Sample Query: My CTAs
• Get the CSM of a customer.
  Sample Query: CSM of <Company Name>

Intents Supported

Following are the intents supported in Sally at Account/Relationship level.

1. Summary: When you search for a Company/Relationship, Sally displays the options to choose from. If you choose to tap Summary, it displays the details of the Company/Relationship.
2. Attributes: When you tap Attributes, Sally displays the values fetched from the fields in the specific Company/Relationship object. In the Gainsight Web application, assume you have already configured multiple Attributes sections in a C/R360 layout. In the GS Mobile > Sally, you can see all of those section names under the Attributes dropdown list, using which you can select the required attribute section and view related information.

 

3. Health Score: When you tap Health Score, Sally displays the specific Company/Relationship overall Health Score.
4. NPS® Survey: When you tap NPS® Survey, Sally displays the result which is calculated as the difference between the percentage of Promoters and Detractors. It is not expressed as a percentage, but as a number between -100 and +100. The search result also displays when it was published and the most recent responses.
5. CSM: When you tap CSM, Sally displays the name of the CSM for the specific Company/Relationship.
6. CTA Summary: When you tap CTA Summary, Sally displays the summary of the open CTAs/Tasks for a specific Company/Relationship.
7. Sponsors: When you tap Sponsors, Sally displays the list of sponsors for a specific company.

Mentioned in an activity

Enabling this toggle will get you the notifications initiated from web/mobile, whenever you are mentioned in an Activity (Notes), irrespective of whether you’re following a customer or not.

Meeting insights and notes

By default, you can see that the Meeting insights and notes toggle is enabled, after syncing your calendar events with Gainsight Mobile App. The enabled status of the Meeting insights and notes indicates that you will receive notifications for all your external events/meetings (customer meetings), 10 minutes before. 

For more information on the Calendar connection, refer to the Calendar connection section.

Push Notifications

Tapping Push Notifications will allow you to enable/disable the following the toggles:

1. Meeting insights and notes
2. Mentioned in an activity

Calendar Connection

As an executive of a company, you may be involved in various meetings with your customers every day. Using Calendar connection, before meeting your customer, you can get some meaningful and proactive insights, that help in quickly understanding the current state of the customer before-hand.

You can sync your Google/Outlook calendar events to Gainsight Mobile App and can get notifications for all your events (10 minutes before) pre-meeting. Tapping the notification displays 360° Summary of Customer and a pre-filled Timeline Meeting draft for a quick note.

Calendar Connection looks for the attendee's email addresses and finds a matching Company–Person record. External attendees will receive notifications, only if the person record is added to the Company-Person object.

Important

• Any changes to an event such as StartDate, EndDate, Subject are honored (addition or deletion of internal or external attendees, etc.), 15 min before the meeting.
• Calendar connection can send pre-meeting notifications to the organizers and all internal attendees (mobile users) of a meeting/event, except for the ones who have declined it.
• Calendar connection doesn't send notifications to the internal attendees whose email addresses are duplicating in the GS User object.

Know Limitations:

• An event with multiple external attendees belonging to different companies is not supported, and hence not notified.
• Delay in notifications can be expected considering Google/Outlook not sending real-time notifications on time.
• External attendees added to the meeting will not receive notifications, if the records are not available in Company–Person object.
• External attendees added to the meeting that has duplicate records in Company–Person object will not receive notifications

To enable Calendar Connection:

1. Tap Calendar connection.
2. Select the calendar you want to sync with, either Google or Office 365/Outlook.
3. Tap Connect.
4. Enter your email address.
5. Tap Next.

If you have encountered some issues with the calendar sync, refer to the Troubleshooting section.

If you have enabled SAML/Google Authentication in your org, you will be navigated to the Gainsight Login page of SAML/Google Authentication. After your successful sign in, tap Allow and you will see the meetings/events sync will begin.

After a successful sync, you start receiving notifications for all your events (10 minutes before) pre-meeting. Tapping the notification displays 360° Summary of the Customer you are going to meet and a pre-filled Timeline Meeting draft for you to make some quick notes.

Tapping Post to Timeline will log this event to Timeline, under the Meeting category. And, you will no longer see this event in the notifications tab.  

Troubleshooting

If you couldn't sync your calendar events or might have encountered an issue with the calendar connection, you will see a red dot on the Settings icon, as shown in the following image. To resolve this issue, you need to perform actions like Try again or Reauthorize. After performing the necessary actions, it may take some time for the new changes to reflect (success or failure).

Try again: performs the re-sync for calendar events, in case of any failure. Try Again can be used only once.

Note: If Try again fails, it means something might have gone wrong and we recommend you contact Gainsight Support.

Reauthorize: helps Gainsight request calendar access again for users whose account has been revoked for some external reasons.

Note: If Try again fails, it means something might have gone wrong and we recommend you contact Gainsight Support.

Help and support

Tapping Help and Support will navigate you to this support document (Gainsight Mobile App Overview).

Log out

Tapping Logout will log you out of your session.