Gainsight is a tool for Strategic Account Leaders, Solutions Architects, and Technical Account Managers to manage the ongoing customer lifecycle.
Gainsight will help across several different areas of the customer's lifecyle. Some highlights include:
Salesforce is the recommended way of accessing Gainsight, since you will have access to the full set of account information, including opportunities, subscription information, and activity.
Log in to Salesforce, and click on the "Gainsight NXT" tab at the top of the screen. If you don't see "Gainsight NXT" as a choice, you can add it by clicking the "+" sign, choosing "Customize My Tabs" and choosing Gainsight NXT from the applications list.
To hide the Salesforce header to maximize Gainsight screen space, click the "double arrow" icon in the top right corner of the Gainsight header, next to your profile icon.
If you are logging in through Salesforce, you can also quickly open the Salesforce link for the Gainsight account you're on by clicking the three vertical dots at the top right of the Gainsight account page (below your user image) then clicking "View Account".
Note: you may log in directly via Okta but you will not have subscription data, opportunity, or Salesforce activity.
To access Gainsight directly, go to gitlab.gainsightcloud.com and when prompted for your username and password, enter only your GitLab email address. As soon as it is entered, the screen should change to indicate that you are using single sign-on, and when you click "log in" it will redirect you to Okta.
Your timezone is dependent on your timezone in Salesforce, so even if you change it in Gainsight, if it's incorrect in Salesforce it will be overwritten the next day. To update your timezone in Salesforce (which is automatically PST), click your name at the top right, click "My Settings", click "Personal" on the left sidebar, click "Language & Time Zone", choose your correct timezone, and save. You will see the correct timezone in Gainsight the following day. Salesforce's timezone will automatically be PST, so you'll want to update this to your timezone to make it easier for logging events (when logging an event, it will input the current time in your selected timezone).
To adjust your individual notifications, click on your name in the upper right corner, select "My Settings", then "Notifications" at the top middle. The below pictures show the default, and you will have the following options to select based on your preferences. View Gainsight's documentation for more information.
New feature requests can be submitted by creating an issue and selecting the Gainsight Request template in the Customer Success Operations project. Make sure the
gainsight label, and optionally ether the
gainsight::bug scoped label, are successfully applied when opening the issue. The status of all Gainsight-related issues can be viewed on the Gainsight issue board.
To request new email templates be added to Gainsight or the Digital Journey, open an issue in the Sales Operations project and apply the program request or new program template if relevant. Then
@mention a Gainsight administrator.
To view recent updates to Gainsight, view the running changelog.
To submit a support ticket about Gainsight, you have two options.
If you receive the error message "Query API invalid response", try clearing your browser cache and cookies. We recommend also checking in a private browser (Incognito Mode, etc.) to verify it's a browser configuration issue.
If your receive the error message "SUCCESS_PLAN_OBJECTIVES_UPDATED_FAILED" when changing the status of a Success Plan or an Account Plan from Draft to Active, it could be because there is one or more CTAs with a due date earlier than one of its tasks' due date. To correct this, re-apply the due date on tasks which will update the CTA's due date, and then try to change the Success Plan to Active again.
This is because two SFDC accounts were merged into one. What happens is this:
Usually, this type of error occurs if the Chrome extension version is out of date. Try updating the Chrome extension to the latest version. It should automatically refresh and begin working, but try logging out and back in if it doesn't resolve right away.
If this doesn't solve the issue, reach out to Gainsight support and let them know you've already tried updating the extension and logging out and back in.