Gainsight Vault

Overview

Gainsight Vault is where the Gainsight team creates and stores best practice assets that are available to all of our customers to view and import into their own Gainsight org. Currently, you can import Playbooks, Surveys, Email templates, Rules, and Reports into your org. To access Vault assets, navigate to the asset type location (Surveys, Playbooks, Rules, or CoPilot Email Templates), or optionally your SFDC Admin can configure a custom tab for Vault.

To watch a 2-minute video on introduction to Vault, click here.

Who can access Vault Assets

  • Users who can currently create Playbooks or Surveys, will also have access to import content from Gainsight Vault.
    Note: Other users will only be able to view the content in Vault.
  • Users who can currently add/edit CoPilot email templates will be able to import email templates from Gainsight Vault.
    IMPORTANT: If you face chalenges while accessing Vault assets, you may need to grant the user permissions to the Visualforce Page (JBCXM_Vault).

How to contribute to Vault

If you want to share and make your best practices available in Gainsight Vault, post your best practice template suggestions here.

Lists of Vault Assets

You can view and access all of the available assets from the Vault landing page in Gainsight, as well as in the following articles:

Custom Fields used in Assets

Some of the rules assets utilize custom fields. Refer to this spreadsheet for the complete list of custom fields in rules assets. 

Enable Vault Tab

Vault Tab

Perform the following steps to add Vault as a default tab in your org.    

1. Click the + icon.

2. Click Customize My Tabs.

3. Under Available Tabs, select Vault and then click Add.

4. Click Save.

Global Search

Perform the following steps to search an Asset by its name using the Global Search field across themes:

1. Navigate to Vault.

2. From the Search drop-down list under the Global Search field, click the Asset name contains option.

3. In the Global Search field, search for Assets with the keywords contained in its name.

4. From the drop-down list that contains the available Asset names similar to your search criteria, click the required Asset name (for example, Load 0s to Usage Data (USERLEVEL) for Recent Users V1).

A window containing the Preview and Actions tabs is displayed.

Asset Links or URLs

Hover on an asset name, and click the link icon to copy the URL for this asset. You can paste the URL in another browser tab to configure and download the asset.

Note: You must provide your login credentials to sign in. Links work across SFDC orgs.

Download instructions

When you try to download an asset, the Preview window appears (refer the following image). This section is important to understand the instructions that you must follow when you are trying to download the desired asset.

Import Playbooks

Perform the following steps to import a playbook from Gainsight Vault:

1. Navigate to Cockpit > Playbooks.

2. Click on the Import from Gainsight Vault icon.

3. Navigate to a level that contains the desired playbook(s).

In Gainsight Vault, Playbooks are categorized at various levels in a hierarchical structure that map to the V3D framework. For example, Manage Customer Risk, where you will find playbooks that address different areas of customer risk.

Note: You can also use the Search field to select the desired playbook. Search is currently limited to the theme that you view or select.

You can click Download that appears when you hover over a playbook, or you can click on the playbook link. The Preview screen appears. In addition, you can use the filter icon to select only playbooks.

Note: You can download only one asset type at a time.

4. The Preview window provides an overview of the various tasks in the playbook. To initiate the import, Click CONFIGURE. The Configure window appears.

5. While the intent is for you to import best practice playbooks as defined by Gainsight, there may be some configuration required. This is because in your Gainsight instance, values of certain fields may be customized and different from what is in the best practice asset you are downloading. For example, the best practice asset may have “High”, “Medium”, “Low” for the Task priority, where your instance may have customized the values to be “VIP”, “Normal,” and so on.

In this step, the app displays every value that could be customized, and asks you to map those values. Additionally, you can assign an owner using the Assign Owner search field.

6. Click DOWNLOAD. A confirmation message appears. The playbook is now available in your Gainsight instance.

7. Navigate to Cockpit > Playbooks. The downloaded playbook appears in the left pane.

Import Surveys

Perform the following steps to Import a survey from the Vault:

1. Navigate to the Survey tab, and click Import from Gainsight Vault.

2. Navigate to the level containing the desired surveys, or use the Search field to select your desired survey.
Note: Search is currently limited to the theme you are viewing/selected.

3. Hover over the survey and click the Download icon. A preview dialog appears. The survey is now available in your Gainsight instance. Optionally, you can click on the survey link and then the DOWNLOAD button to download the survey.

4. Navigate to Survey > Drafts. The downloaded survey appears.

Note: Surveys contain only their properties and questions. Currently, the best practice surveys won’t have CTA rules associated with the survey. After importing, you can add those rules manually.

Import Email Templates

Email Templates are available for customers to download from Gainsight Vault within CoPilot.

1. Navigate to CoPilot > Email Templates.  

2. Click Import from Gainsight Vault.  

3. Use the hierarchical structure on the left to navigate to the available email templates. In addition, you can use the Search field to select the desired email template.
Note: Search is currently limited to the theme you are viewing/selected.

4. Click the email template name to open a preview window, or click Download. The Preview window appears.  

5. To download templates into your org, click DOWNLOAD.

 You can view the downloaded email templates at CoPilot > Email Templates list page. Downloaded templates will have the Vault folder or theme name appended to the email template name.

Import Rules

Pre-built rule templates are available for download from Gainsight’s Vault. When you download a pre-built rule, the system displays the rule details, including which fields and filters, action type, and field mappings the rule acts on. Some of the Rule assets require using or creating a custom field in your org. A list of the custom fields and their corresponding objects, field labels, API names, and so on, are available here.

The following procedure explains how to import Rules from Vault into your own org. Perform the following steps to download rules from vault:

  1. Navigate to Vault.
  2. Click the name of the rule that you would like to download, or click the download icon on the far right of the rule name. (The Gear icon on the left represents rule type assets.)
  1. The Rule Criteria screen displays the following:
  • Rule Description (optional): describes the purpose of the rule.
  • Object: the object on which the rule is created.
  • Show Fields: the fields that are in the Show section of the rule.
  • Filters: the fields that are applied as filters for the rule.
  • Advanced Logic: apart from filters, advanced logic, if any, is applied to the rule.
  • Apply to Gainsight customers only: indicates if the rule will be applied only to customers in your Gainsight org.
  • Account Lookup: represents the object for which there is an account lookup.
  1. The Rule Actions screen displays the action types that are defined for the rule.
  1. Click CONFIGURE to configure Field Mapping, Value Mapping, and Open Value Mapping.

Note: All the field and values of Rule in Vault are automatically mapped to your instance. For the fields and values that are not automatically mapped, the user will be navigated through the CONFIGURE screen to map them. The CONFIGURE screen is divided into three parts:

  • Field Mapping: to map fields in an object.
  • Value mapping: to map values for fields in the rule.
  • Open Value mapping: to map any lookup fields used in the rule.

If all of the fields and values are mapped automatically, you will see a DOWNLOAD button instead of a CONFIGURE button.

  1. Click Download. Navigate back to Administration > Rules, to view the downloaded rule asset, which is, by default, in an Inactive state.
  2. To view Inactive Rules, check the Inactive box as shown in the following image.

Notes:

  • You must complete scorecard or usage data configuration to download rules related to scorecard and usage data. Otherwise, you will get the following message.
  • Rules in Vault support only SFDC objects, and only the following actions are available: Call-To-Action, Load to Customers, Load to Milestone, Set Score, and Load to Usage data.

Import Reports

Pre-built report templates are available for download from Gainsight’s Vault. When you download a pre-built report, the system displays the report details, including the source object, report visualization, and the Show me fields. Then you have an opportunity to map any custom fields in the report to the corresponding fields in your org. The following procedure explains how to import Reports from Vault into your own org.

Downloading Reports from Vault

Perform the following steps to download reports from Vault:

1. From Reports, click Vault.

2. Click the name of the report that you would like to download, or click the download icon on the far right of the rule name. (The Bar icon on the left represents report type assets.)

3. Click on the name of the report that you want to download. The source object, visualization type, and the Show me fields used in the report are displayed.

4. Click CONFIGURE. If the report contains custom fields, you have an opportunity to map those fields to the corresponding fields in your org.

The CONFIGURE screen is divided into three sections:

  • Field Mapping: to map fields in an object.
  • Value mapping: to map values for fields in the report.
  • Open Value mapping: to map any lookup fields used in the report.

In case each of the field and values are mapped automatically, you will see a DOWNLOAD button instead of a CONFIGURE button.

5. Click Download.

6. Navigate back to Administration > Report Builder, to view the downloaded report. You may make modifications to the report as necessary.

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