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Gainsight Inc.

Configure an efficient sales to CSM handoff

In this tutorial, we will show you how to configure an efficient Sales-to-CSM Handoff from start to finish. This includes a cross-functional use of Salesforce and Gainsight. It begins with collecting the proper information on the Salesforce opportunity (Step 1), and then moves to pulling that information into the Customer 360 page in Gainsight (Step 2). Once the information is in Gainsight, we want to automate a playbook (Step 3) and CTA (Step 4) to use the information to make the actual handoff

Salesforce Opportunity - Gathering the right information

Below is a view of our custom section that we use on the SFDC opportunity page. The red arrow shows an asterisk, which means that the field is required to be filled out before saving and moving forward from the opportunity page.

Pulling the information into Gainsight

Once the opportunity closes and the customer is pushed to Gainsight, these fields get pulled into Gainsight’s Customer 360 page through a series of processes documented below. We will use Report builder to create a report on the Opportunity object with all the fields we want to see (called “Pre-sale Report”), and then turn this report into a section on the Customer 360 page.

Pre-sale Report

In the Report Builder, select the Opportunity object. Then you can choose however many fields you want to see in the report (we use all fields in our “Services and CSM” Opportunity section from Step #1), and add them to the Show Me section.

Below is an example of what this will begin to look like in Report Builder as you continue to add your desired fields. (You can see some of the same fields as we showed above in step #1).

Note: If you have more than around 8 fields, you may want to consider splitting this into two or three reports to make your eventual C360 section more digestible. You can then navigate between 2 or 3 reports in the section on the C360 page.

Create a new section in Customer 360

1. Go to Administration > C360 Sections > click Add New Section.

  • In Show Label, write the name of the new C360 section, and keep Customer360 checked since that’s where we want the information to show up.
  • For Type, you will want to keep this as “Related List.”
  • For Source, this should mimic the object your report is built on - in this case, ‘Opportunity.”
  • For Account ref fields, Keep it as “AccountId” - what this will do is filter the report(s) you’ve made by AccountID for each of your customer’s C360 pages.
  • Finally, select the name of the report(s) that you made in Step #2a, and then click Save.

Below is a screenshot of how the new section might look:

As mentioned earlier, if you have more fields in this section than is easily digestible in one report, you can break up the information into multiple reports. Users can switch back and forth between the reports using the drop-down menu (see arrow below).

Add Playbook for “Internal Handoff” (or “New Customer Handoff”)

1. Go to Cockpit > Playbooks > Add Playbook.

2. Add the playbook tasks -- this process will be very specific to your own org.

Setup rule in Gainsight Rules Engine for a Lifecycle CTA

4. Setup rule in Gainsight Rules Engine for a Lifecycle CTA

This will be a basic CTA rule, where we will say, if Closed Won in the last XX amount of days, fire the Handoff CTA with associated playbook.

1. Navigate to Administration > Rules > click +Add Rule.

2. Enter the basic rule information.

3. Add the following fields (or similar in your org) under Show:

  • Account ID
  • Account CSM
  • Customer Type
  • Original Contract Date
  • Customer Info Created Date

Note: If you will eventually want to divide your CTAs/playbooks by tier, you will also need to include your “tier” or “segment” field in the Show area as well.

4. Setup a filter:

We only want recently closed customers, so we use the Customer Info Created Date custom field, which is the date that the customer’s information is pushed from Salesforce to Gainsight, signifying a closed won deal. You could use fields like Original Contract Date, Closed Won Date, etc. Customer Info Created Date is a custom field, see below for instructions on how to build the custom fields.

We use “greater or equal to” “subtract 5 days” to create a specific time range. Therefore, if Customer Info Created Date is 5 days in the past or greater, it will find that account (a.k.a. if it’s closed in the last 5 days, it will find that account).

5. Setup the Action:

Choose Call to Action as the “Action Type” of our newly created CTA. We’ve chosen “New Customer” for the CTA name. Many of the remaining fields are customizable to your Gainsight instance.

  • For “Priority,” we’ve chosen Yellow.
  • For Status, we make all of our newly opened CTAs Active and Untouched.
  • For Reason, we have Launch Prep
  • For Type, we have Event
  • For Owner Field, we have it automated to that account’s CSM
  • We have associated the playbook we made in Step 3 with this CTA

Note: If you want to have different approaches for each tier of customers, then you can specify certain criteria to segment your action (see arrow in above picture) to its specific tier. Then, you can add an additional action (see arrow in above picture) and go through the same steps as above, ending with criteria for that specific CTA.

Finally, in Schedule, you can schedule nightly. Make sure the rule is ON to be able to schedule.

Create Custom Fields in Salesforce (optional)

Add Customer Info Created Date field to Customer Info object

1. Navigate to Setup > App Setup, click Create > Objects, and then find and click the Customer Info object.

2. Click New under the “Custom Fields & Relationships” tab.

3. Select Formula for your “Data Type,” Customer Info Created Date as your “Field Label,” and Date as your “Formula Return Type.”

On the next page, your “Advanced Formula field” should look like the following:

Its pulling information from the out of the box “Created Date” field -- therefore your formula field should be identical to the one above.

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