Team View Overview

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Gainsight NXT in Salesforce CRM

This article supports Gainsight NXT, the next evolution of the Customer Success platform, accessing through Salesforce Login. New and upgraded customers are deployed on Gainsight NXT. To learn more about Gainsight NXT in Salesforce, click here.

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.

This article explains how Team View can solve problems and what users can expect to find in the Team View.

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. The Team View widget is mainly designed for users who have at the very least a Viewer license. Team View provides customer information from Gainsight without ever leaving the account, case, or opportunity page in Salesforce. 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

The 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?

NPS, Net Promoter, and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.