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Planview Customer Success Center

Gainsight Integration

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OVERVIEW

BENEFITS

Note: This feature incurs additional fees.

Gainsight is one of the leading providers of Customer Success Solutions. The application offers a 360 degree view of customers, including customer's experience during an onboarding or services project, which is essential for customer acquisition and retention.

The integration adds transparency and alignment across all customer-facing teams to ensure your customer has a consistently excellent experience. It aligns and empowers your Sales, Professional Services and Customer Success teams by providing a clear view of the customer's experience during onboarding, adoption, and retention stages both in AdaptiveWork and Gainsight.

Essential insight into what was delivered during a project, how the project and relationship progressed, and alerts for any missed milestones can be incorporated into Gainsight for Customer Success, Professional Services, and Support teams to act in unison and manage work and escalations. These insights and data can also be made actionable through workflows, automated email outreach, surveys, and health scores.

In AdaptiveWork, the integration provides valuable real-time insight into the health of the customer by displaying the customer's current health score, and Calls-to-Action (CTAs) in the activity feed. Executives and key stakeholders (e.g. Project Managers, Account Managers) can leverage the data to monitor progress of all initiatives and escalations.

PURCHASING INSTRUCTIONS

To purchase licenses for AdaptiveWork to Gainsight integration, please contact your Account Executive or AdaptiveWork Sales team.

WITH THE CLARIZEN-GAINSIGHT INTEGRATION, YOU CAN:

  • Create Calls-to-Action (CTAs) based on projects and milestones that require action
  • Integrate conversations between Gainsight, Salesforce, and AdaptiveWork so your entire organization is on the same page
  • Send an automated email to your customer contacts once their onboarding project is complete to congratulate them on their progress, let them know their next steps and relevant resources so they don’t miss a beat
  • View Gainsight Health Score and Scorecard panels in AdaptiveWork
  • Display reports on the history of projects conducted with a Customer, what was delivered, and important Milestones within active projects - even add the Projects roadmaps to the C360
  • Provide CSMs a single place to see everything going on for that customer, including historical, active, and planned projects

SYSTEM REQUIREMENTS

AdaptiveWork and Gainsight integration requires the following software to be installed and configured:

BEFORE YOU BEGIN

To configure the integration you must have the following user roles:

  • AdaptiveWork administrator
  • Gainsight administrator
  • Salesforce administrator

Experience with related functionality is highly recommended.

CLARIZEN INTEGRATION WITH GAINSIGHT

Integrating AdaptiveWork with Salesforce for Gainsight involves performing the following tasks:

BASIC SETUP

  1. Purchase and install the Salesforce integration app from the AdaptiveWork Apps Marketplace and follow the integration steps outlined in AdaptiveWork's Knowledge Base.
  2. Install the and configure the Gainsight app from Salesforce AppExchange.
  3. Configure mappings.

CONFIGURING MAPPINGS

Once the Salesforce and Gainsight integration apps have been installed successfully, you can configure mappings for the following two AdaptiveWork objects:

To configure mappings between AdaptiveWork and Salesforce for Gainsight, do the following:

  1. Log into AdaptiveWork as a system administrator.
  2. Click on your name in the top-right corner.
  3. Go to Settings > Extensions.
  4. Under Connected Web Apps, find Salesforce Integration and click Open, which takes you to the AdaptiveWork Integration Setup (iHub) page.
    Note: You can also navigate to iHub from login.Salesforce.com: Log into Salesforce, click the + sign in the top navigation menu, then click AdaptiveWork Integration Setup.
  5. In the Mappings section, click the Account to Customer mapping.
  6. On the Mapping page, configure the following mappings under Field Mapping:
    Note: If you used your AdaptiveWork account to upgrade the Salesforce integration from V2 to V3, the value of clzWidget_RelationtoParent should be clzV5__AdaptiveWork_Projects__r. If you have never installed V2 before, move on to step 8.
  7. Click Save.

DISPLAYING GAINSIGHT DATA IN CLARIZEN

Preparing Gainsight Data for Syncing with AdaptiveWork

Before being able to display Gainsight data in panels within AdaptiveWork, you need to do the following:

ADDING A CUSTOM FIELD TO THE SALESFORCE ACCOUNT OBJECT

To add a custom field to the Salesforce Account object, do the following:

  1. Log into Salesforce as an administrator.
  2. Go to Setup > Customize (under App Setup) > Accounts > Fields.
  3. Click New (next to Account Custom Fields & Relationships).
  4. Select the appropriate field type (will be a Number for the Scorecard values) and click Next.
  5. Populate the field detail information on each page until you get to step 4.
  6. Click Save.
  7. Repeat this step for each data you want to display in your Scorecard.
Note: Click Save & New if you need to create another custom field.

CREATING A RULE TO UPDATE GAINSIGHT DATA IN SALESFORCE

To create a rule from the desired source object to update the data onto the Salesforce Account object to be updated in AdaptiveWork:

  1. Log into Salesforce as an administrator.
  2. Go to Gainsight > Administration > Rules.
  3. Click the gear icon in the top right corner.
  4. In the Data Load Configuration window:
    1. Select the Native Data radio button.
    2. In the dropdown men on the left, select Account.
    3. Click the + (plus sign) to select the object.
    4. Click Account to see the list of available fields for the Account object.
    5. In the Field Selection box, select the following fields and add them to the list of Selected Fields:
      • Id:: ID
      • Any custom field you have added to the Salesforce Account object that you want to be displayed in the Gainsight
    6. Click Save.
  5. Go back to the Rules Engine page.
  6. Click + Rule to create a new rule.
  7. Next to Rule Type, select Custom.
  8. Next to Rule Name, enter CLZ: Scorecard to Account Sync.
  9. Click Next to go to the Rule Configuration page.
  10. On the Setup Rule page:
    1. Select the Native Data radio button.
    2. In the dropdown menu on the left, select the Scorecard Fact object.
    3. From the list of fields in the left-hand column, search for and add the following fields to the Show box by dragging and dropping:
      • Account::Id
      • Scorecard Fact::Metric ID Name
      • Scorecard Fact::Current Score Value
    4. Click Next to go to the Setup Action page.
      1. In the Setup Action page, configure the action with the mappings as seen in the screenshot below:​
        • ​Action Type: Load to SFDC Object
        • Object Name: Account
        • Operation: Update

    5. Check the Include in Identifiers checkbox under the Id (STRING) field for Account::Id. This includes the field as an Identifier for the update process.
    6. You can add additional criteria to the action by clicking the +Criteria button at the bottom right of the action screen and selecting the filter to be Scorecard Fact: Metric ID Name equals X.
    7. Repeat these steps to create as many actions as Scorecard Measures. For each Scorecard measure you wish to display in any Gainsight panel in AdaptiveWork, you need to create an action with mapping and filter for the corresponding field name.
    8. Click Next to go to the Schedule page.
    9. Schedule the rule to run daily at an appropriate time.
    10. Click Save.

DISPLAYING GAINSIGHT PANELS IN CLARIZEN

This section explains how to display the following Gainsight panels in AdaptiveWork:

DISPLAYING THE GAINSIGHT HEALTH SCORE PANEL

Before you can display Gainsight panels in AdaptiveWork, you have to move all the data that you want to sync to AdaptiveWork to the Account Object (or CustomerInfo Object) in Salesforce. For instructions on how to do this, seePreparing Gainsight Data for Syncing with AdaptiveWork.

Once Gainsight data is synced with AdaptiveWork, to display the Gainsight Health Score widget in AdaptiveWork, do the following:

  1. Log into AdaptiveWork as an administrator.
  2. Install the Gainsight Scorecard widget in AdaptiveWork using this link.
  3. Enable the app in AdaptiveWork in Settings > Applications > Installed Applications.
  4. You can enable/disable the Health Score widget at anytime in AdaptiveWork > Settings > Configure
Note: The Gainsight Health Score widget can be fully customized in AdaptiveWork > Settings > Configure > Custom Panels.

DISPLAYING THE GAINSIGHT SCORECARD PANEL

Provide insight into the health and status of ongoing projects by incorporating an onboarding or services score into the customer's Scorecard.

Before you can display Gainsight panels in AdaptiveWork, you have to move all the data that you want to sync to AdaptiveWork to the Account Object (or CustomerInfo Object) in Salesforce. For instructions on how to do this, see Preparing Gainsight Data for Syncing with AdaptiveWork.

Once Gainsight data is synced with AdaptiveWork, to display the Gainsight Scorecard widget in AdaptiveWork, do the following:

  1. Log into AdaptiveWork as an administrator.
  2. Install the Gainsight Scorecard widget in AdaptiveWork using this link.
  3. Enable the app in AdaptiveWork in Settings > Applications > Installed Applications.
  4. You can enable/disable the Scorecard widget at anytime in AdaptiveWork > Settings > Configure
Note: The Gainsight Scorecard widget can be fully customized in AdaptiveWork > Settings > Configure > Custom Panels.

SYNCING CLARIZEN SOCIAL AND SALESFORCE CHATTER

You can integrate conversations between Gainsight, Salesforce and AdaptiveWork so that your entire organization is on the same page. When you successfully sync AdaptiveWork discussion posts with Salesforce Chatter, posts that are made in AdaptiveWork can automatically appear in Salesforce/Gainsight and vice versa.

To enable syncing between AdaptiveWork Social and Salesforce Chatter, do the following:

  1. Log into Salesforce as an administrator.
  2. Go to Administration > Cockpit Configuration.
  3. Click the dropdown menu next to Make chatter posts on, and select Account.
  4. In the top navigation menu, click the + (plus sign).
  5. Click AdaptiveWork Integration Setup.
  6. Under Mappings, click Account to Customer.
  7. Under Object Mapping, make sure the checkbox to for Syncs AdaptiveWork discussion posts and Salesforce social is checked.
  8. Click Save.

DISPLAYING CLARIZEN DATA IN GAINSIGHT

Preparing AdaptiveWork Objects for Use in Gainsight

To use an object within Gainsight's Rules Engine or Reporting tool, the object must have a connection to the Salesforce Account object. In this article, you will learn how to do the following in order to enable AdaptiveWork objects to be used within Gainsight:

ADDING AN ACCOUNT LOOKUP FIELD TO THE CLARIZEN MILESTONE OBJECT

To add an Account Lookup field to the AdaptiveWork Milestone object, do the following:

  1. Log into Salesforce as an administrator.
  2. Click your name.
  3. Go to Setup > Create (under App Setup) > Objects.
  4. Click AdaptiveWork Milestone.
  5. Go to Custom Fields & Relationships and click New.
  6. For Data Type, select Lookup Relationship and click Next.
  7. In the Related To dropdown menu, select Account and click Next.
  8. Populate the Field Name field and click Next.
  9. On the Establish field-level security for reference field page, review the selections click Next.
  10. Confirm the field is added to the AdaptiveWork Milestone Page Layout and click Next.
  11. On the Add custom related lists page, review the selections and confirm.
  12. Click Save.

CREATING GAINSIGHT RULES TO POPULATE NEW ACCOUNT LOOKUP FIELD ON CLARIZEN MILESTONE

To create a Gainsight rule that will populate the new Account Lookup field on AdaptiveWork Milestone objects, do the following:

  1. Navigate to the Gainsight application in Salesforce.
  2. Click the Administration tab.
  3. Click Rules.
  4. Click + Rule.
  5. Build the rule.
  6. Run the Rule.

Reporting: AdaptiveWork Roadmaps in Gainsight Customer 360

Adding AdaptiveWork Project and Milestone Reports to C360

Customer Success Managers can add AdaptiveWork Projects and Milestones to the C360 view for a single place to see all customer health data, including historical, active, and future projects. You can display reports on the history of projects conducted with a customer and what they delivered, important Milestones within active projects and even add Project Roadmaps to the C360.

Follow these steps to create a comprehensive view of customer projects in C360:

  1. Create a report using AdaptiveWork data to display in the C360.
  2. Add the AdaptiveWork report sections to C360.

CREATE A REPORT USING CLARIZEN DATA TO DISPLAY IN THE C360

To build a report based on AdaptiveWork data to display in the C360, do the following:

  1. Prepare AdaptiveWork objects for use in Gainsight. If you have already prepared AdaptiveWork objects, skip this step.
  2. Log into Salesforce as an administrator.
  3. Go to Gainsight > Administration > Reports 2.0. This takes you to the Reports Builder page.
  4. In the data source selector dropdown, search for and select the AdaptiveWork Project object you want to see in the report.
  5. Click the + (plus sign) next to Show Me and select the project-related fields that you want to visualize or include in the report. You can refer to the screenshot below as an example. For more information about working with Reports, refer to Gainsight's article, Administration: Reports 2.0
    Note: In this example, only projects in the Active state are shown in the project. To filter by Active projects only, Click the Filter icon > Search for and select the State field > Select Active > Click Save.
  6. Click Apply to test the data for the report.
  7. In the top ribbon, click Save.
  8. Repeat these steps to create a report on the AdaptiveWork Milestone object. You can refer to the screenshot as an example for the fields to show in the AdaptiveWork Milestone report.

ADD THE CLARIZEN REPORTS SECTIONS TO C360

To add AdaptiveWork reports as sections in the C360, do the following:

  1. Log into Salesforce as an administrator.
  2. Go to Gainsight > Administration > CS360 Section.
  3. Click Add New Section.
  4. In the New Section window, add the following details:
    • Show Label: AdaptiveWork Project
    • Type: Related List
    • Source: CLZV6BP__AdaptiveWork_Project__c
    • Account ref Fields: CLZV6BP__AdaptiveWork_Customer__c
  5. Select the name of the reports you wish to display.
  6. Make sure the show in Customer360 checkbox is enabled.
  7. Click Save.
  8. Repeat these steps for reports based on the AdaptiveWork Milestone object. For more information about the C360 view, refer to Gainsight's article, Administration: C360 Sections.

Working with Calls-to-Action (CTAs) for AdaptiveWork objects

As it relates to the Gainsight-AdaptiveWork integration, this article describes:

ABOUT CALLS-TO-ACTION (CTAS)

Being able to conveniently identify impromptu issues can help you organize the appropriate response to get a project in AdaptiveWork or customer back on track.

You can set rules based on any criteria to create Calls-to-Action (CTAs), such as the following:

  • Milestones in an active state whose due date has passed and are not marked as 100% complete
  • When the project is completed, indicating a handoff is needed between teams

To learn how to create a CTA, visit Gainsight's support article, Create Manual Calls to Action (CTAs) & Tasks. Also, see Gainsight Calls to Action and Playbooks Sample Workbook.

Note: Administrators can set up business rules to automatically trigger CTAs, but any user can manually create a CTA from Cockpit.

HOW TO VIEW CALLS-TO-ACTION IN CLARIZEN

Once integration is successfully setup, you can view a list of CTAs in AdaptiveWork as a post in the Discussions' related panel on customer pages.

Using CoPilot to automate a transition emails

You can automate a transition email to your customer contacts once their onboarding project is complete to congratulate them on their progress, let them know their next steps, or provide relevant resources so they don't miss a beat.

Follow these 3 steps to successfully automate transition emails:

  1. Build a Power List in CoPilot
  2. Create an email template
  3. Schedule your outreach

BUILD YOUR POWER LIST IN COPILOT

You can create a Power List in CoPilot to reach out to key contacts once an onboarding project in AdaptiveWork is complete. For example, a Project might be in a Completed state and the Completion Date might have been yesterday. In the following example, we will only targeted users with the Admin, Adoption Champion or Executive Sponsor roles with an email. We will also add the CSM Name, Customer Name, and Executive Sponsor from the account and Project Manager Name from the AdaptiveWork Project Object to the Select the list fields box. We will use these two fields as tokens in the email to let the customer know who their contacts are within your company.

To create a Power List in CoPilot, do the following:

  1. Go to the Cockpit tab > CoPilot > Power Lists > + Power List.
  2. Name your Power List.
  3. Derive your list of contacts from Salesforce → AdaptiveWork Project → All Contacts in the eligible accounts
  4. Which meets the following criteria:
    • AdaptiveWork Project:: Completion Date (equals) Subtract N Days from Rule (1)
    • AdaptiveWork Project:: State (includes) Completed
  5. Which meets the additional criteria from Contacts:
    • Contact:: Rule (includes) Admin, Exec Sponsor, Power User (or your desired contact roles)
  6. Select the List Fields:
    • Account:: CSM Name
    • Account:: Executive Sponsor
    • AdaptiveWork Project:: Account
    • AdaptiveWork Project:: Created by ID Email
    • AdaptiveWork Project:: Project Manager Name
    • Customer Info:: Customer Name
  7. Select Contact Fields:
    • Contact:: Email
    • Contact:: Full Name
    • Contact:: ID
  8. Select Account Lookup: Account
  9. Check the checkbox for Refresh the list daily at [HH:MM] (PDT) and before the outreach execution is checked and select the desired time to refresh the list (should happen before you want your email outreach to be sent).
  10. Click Save.

CREATE YOUR EMAIL TEMPLATE

The Email Templates tab in Cockpit CoPilot is where you can craft an email to your customer, share your excitement for their launch with your product, let them know the next steps, introduce who will be involved from your company and provide materials that will be useful for their launch. In the following example, the email is intended to be sent from the Executive Sponsor assigned to a customer.

To create an email template, do the following:

  1. Go to the Cockpit tab > CoPilot > Email Templates > + Template.
  2. Craft an email template.
  3. Insert tokens by clicking on the Tag icon in the tool belt bar.
  4. Click Save.

SCHEDULE YOUR OUTREACH

When you are ready to send your transition email, do the following:

  1. Go to the Cockpit tab > CoPilot > Outreaches > + Outreach.
  2. Populate the following information in your outreach:
    • From Name
    • To (this should be the name of the Power List you created in the first section of this article)
    • Template (this should be the email you created in the previous section of this article)
    • From Email
    • Reply-to
  3. Schedule the outreach to be sent daily.
    Note: Only the customers whose Project Completion Date was yesterday exist in your Power List, so that duplicate emails are not sent to the same customers.
  4. Click Save.

Using Features to support a handoff between Sales, Services & Customer Success teams

You can use the Feature section on the C360 page to clearly indicate what customers purchase and what was delivered during a services project. You can also align Sales, Services and Customer Success on which exact products or features a customer should have enabled post-onboarding.

During this process, Sales can update the products/features list on the C360 with what a Customer has Licensed in the Sales to Services handoff.

Services can then update the products/features that were actually Enabled and provide comments for any products/features that were Licensed but not Enabled in the Services to CSM handoff.

Finally, there is an official record on the customer of what was implemented versus what the customer bought and why certain features/products were not implemented, giving the post-services teams the insight into any customer configuration that is still required.

To make the most out of Features in C360 for a successful handoff, follow these steps:

  1. Create your Features and Products List
  2. Add the Features section to the C360 page
  3. Incorporate a Features update into the Sales handoff process
  4. Incorporate a Features update into the Services handoff process

CREATE YOUR FEATURES AND PRODUCTS LIST

To create your Features and Products List, do the following:

  1. Log into Salesforce as an administrator.
  2. Go to Administration > Features tab.
  3. Create a full list of Features and Products that a customer could purchase from you.

ADD THE FEATURES SECTION TO THE C360 PAGE

To add the Features section to the C360 page, do the following:

  1. Make sure the Features section is enabled on the C360 page. If it is not yet enabled, see Gainsight's article, Administration: C360 Section.
  2. Go to Administration > CS360 Sections.
  3. Click Edit next to the Features section.
  4. Click the checkbox next to Show in Customer360 (and in any other widget you'd like it to appear).
  5. Click Save.
  6. The Features section now appears on the C360 page.

INCORPORATE A FEATURES UPDATE INTO THE SALES HANDOFF PROCESS

To incorporate a Features update into the Sales handoff process, do the following:

  1. Instruct your Sales team to edit the Features section on the C360 page to indicate what's been Licensed for a customer.
  2. Go to that customer's 360 page > Scroll to locate the Features section.
  3. Click Edit Features in the top right of the section.
  4. Check the Licensed customers and add customers as needed.
  5. Click Save.

INCORPORATE A FEATURES UPDATE INTO THE SERVICES HANDOFF PROCESS

To instruct your Services team to edit the Features section on the C360 to indicate what's been Enabled for that customer, do the following:

  1. Instruct your Services team to navigate to the customer's 360 page > Scroll to locate the Features section.
  2. Click Edit Features in the top right of the section.
  3. Check the Enabled customers and add comments as needed.
  4. Click Save.

Adding AdaptiveWork Roadmaps / Gantt Charts to Gainsight

To view AdaptiveWork Roadmaps / Gantt charts in Gainsight, follow these steps:

  1. Create a Visualforce page for AdaptiveWork Roadmaps / Gantt.
  2. Add the AdaptiveWork Roadmaps / Gantt page to the C360.
  3. Add AdaptiveWork Project and AdaptiveWork Milestone dashboards to the Gainsight homepage.

CREATE A VISUALFORCE PAGE FOR CLARIZEN ROADMAPS / GANTT

To create a Visualforce page for AdaptiveWork Roadmaps / Gantt page:

  1. Log into Salesforce as an administrator.
  2. Go to Setup > Develop > Visualforce Pages.
  3. Click New.
  4. On the Visualforce Page, give the Visualforce page an appropriate label and name (like AdaptiveWork Roadmap or Gantt).
  5. In the Visualforce Markup input, add the following definition:
    <apex:page showHeader="false" sidebar="false">
    <CLZV6:AdaptiveWorkRoadmap Format="roadmap" ShowSingleWidget="false"></CLZV6:AdaptiveWorkRoadmap>
    </apex:page>
  6. Click Save.

ADD THE CLARIZEN ROADMAPS / GANTT PAGE TO THE C360

Once you've created the Visualforce page for the AdaptiveWork Roadmaps / Gantt, follow these steps to add the page to the C360:

  1. Go to Gainsight > Administration > CS360 Section.
  2. Click Add New Section.
  3. Add the following details as displayed in the screenshot below:
    • Label: AdaptiveWork Roadmap (or Gantt)
    • Type: Embedded Page
    • Page: AdaptiveWorkRoadmapEnhanced (or AdaptiveWorkGanttEnhanced)​
  4. Click + Parameter
  5. Add the parameter name clzWidget_ParentId.
  6. Select the Id field.
  7. Add clzclzWidget_RelationToParent.
  8. Set the value to CLZV6BP__AdaptiveWork_Projects__r.
  9. Make sure the Show in Customer360 checkbox is enabled.
  10. Click Save. Now the Roadmaps appear on the Customer360 page.

ADD CLARIZEN PROJECT AND CLARIZEN MILESTONE DASHBOARDS TO THE GAINSIGHT HOMEPAGE

To add AdaptiveWork Project and Milestone dashboards to the Gainsight homepage, follow these steps:

  1. Go to Gainsight > Administration > Layouts.
  2. Click + Add New.
  3. Enter the desired name of the dashboard.
  4. Click the + Add Container icon to create a container to hold the reports you want to add to your dashboard.
  5. Find the reports you previously created under the AdaptiveWork Project or AdaptiveWork Milestone headers.
  6. Drag and drop the desired reportsfrom the list (.e.g. All Projects, Open Projects, etc.) into the empty container you created.
  7. Continue to add containers and reports to build your desired dashboard. You can combine reports from the AdaptiveWork Project, AdaptiveWork Milestone and any other object onto a single dashboard.
  8. Click Save. Now AdaptiveWork Project and AdaptiveWork Milestone dashboards appear on the Gainsight homepage.