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Gainsight Inc.

Installation Guide: Account, User, Contact Management

Overview

This article is intended for customers who use CRMs other than Salesforce to store customer data. The purpose of this document is to guide customers in gathering the Account, Contact, and User information for setup in Gainsight. Your customer list is the list of your actively paying and former paying customers. Use these instructions if your organization stores customer data in a CRM other than Salesforce.

Account Data

Identify Mandatory and Optional Fields

The following fields are the minimum Account fields necessary for working with Gainsight effectively. These Account fields represent criteria used to identify your Customers. The Account fields are listed in the attachment Installation Template: Account, User, and Contact Data. Fields in Red are mandatory fields. Other fields are optional and can be skipped if you cannot provide data. Populate your data into these fields and share with Support@Gainsight.com or your assigned Solution Architect so that the data can be loaded into the SFDC Account object. We will use the following fields to identify your Accounts as Customers in Gainsight:

Mandatory Fields

  1. Source Account ID: Uniquely identifiable record ID in the source CRM system
  2. Account Name

Optional Fields

  1. Account Description
  2. Parent Account ID: Uniquely identifiable record for the parent Account.
  3. Number of Employees
  4. Industry
  5. Original Contract Date: Must be a date field type
  6. Renewal Date: Must be a date field type
  7. Customer Stage: Used to identify the lifecycle stage such as Implementation, Launched, Adoption, etc.
  8. Status
  9. Number of Users
  10. Customer Lifetime in Months
  11. Lifecycle in Weeks
  12. Go_Live_Date
  13. ARR (Annual Recurring Revenue)
  14. MRR (Monthly Recurring Revenue)
  15. TCV (Total Contract Value)
  16. Tier
  17. Account Owner Id: Uniquely identifiable record ID in the source CRM system.
  18. Account Type
  19. Account Source
  20. Billing Address_1, Billing Address_2, Billing Address_3, Billing City, Billing State, and Billing Postalcode
  21. Sales_Rep

Identify Additional Fields

Make note of additional Account fields that are used to identify your customers or that provide specific customer information. In order to add additional fields, update the Installation Template with the field names.

Contact Data

Identify Mandatory and Optional Fields

The following fields are the minimum Contact fields necessary for working with Gainsight effectively to send email communications and load customer contact data. These Contact fields represent criteria used to identify the contacts to send email messages, such as New Customer and Upcoming Renewal emails. The Contact fields are listed in the attachment Installation Template: Account, User, and Contact Data. Fields in Red are mandatory fields and other fields are optional and may be ignored if you cannot provide the data. Populate your data into these fields and share with Support@Gainsight.com or your assigned Solution Architect so that the data can be loaded into the SFDC Contact object. We will use this data to confirm you have all the required fields necessary to identify your Contacts in Gainsight.

Mandatory Fields

  1. Contact Email
  2. First Name
  3. Last Name
  4. Account Name

Optional Fields

  1. Fax
  2. Billing Address
  3. Contact Phone
  4. Department

Identify Additional Fields

In order to add additional Contact fields, update the Installation Template with the field names.

User Data

Identify Mandatory Fields

The following fields are the minimum User fields necessary for working with Gainsight effectively to load user data. These User fields represent data to identify the user and to grant the Gainsight access to the extent defined by the SFDC profile and role. The required User fields are listed in the attachment Installation Template: Account, User, and Contact Data. Fields in Red are mandatory fields and other fields are optional and may be ignored if you cannot provide data. Populate your data into these fields and share with Support@Gainsight.com or your assigned Solution Architect so that the data can be loaded into the SFDC User object. We will use this data to confirm that you have all the required fields necessary to identify users in Gainsight.

  1. First Name
  2. Last Name
  3. User Email
  4. SFDC Role: Assigning SFDC Role to a user allows the Gainsight support team to grant special permissions to the specific users as per customer’s requirements. For more information, refer to the Salesforce article Guidelines for Success with Roles.
  5. SFDC Profile: Assigning the SFDC Profile to a user allows the Gainsight support team to grant feature permissions to a user in the Org as per the requirement. Example: Admins may have access to all the features including Administration page in the Gainsight Org. For more information, refer to the Salesforce article Profiles.
  6. Alias
  7. User Name
  8. Nick Name
  9. User License: Salesforce. Initially, by default, Salesforce license is granted to all  users.

Identify Additional Fields

In order to add additional User fields, update the Installation Template with the field names.

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