User Access: Gainsight integration is available for Premium & Enterprise providers

Reach out to your CSM for questions about your platform package. Only GUIDEcx Admins can connect the Gainsight integration.
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​The integration supports the Gainsight NXT API.

GUIDEcx upgrades your customer onboarding with a focus on customer experience, engagement, efficiency, and automation.

This integration allows you to:

The Sightline Vault solution for GUIDEcx includes four packages you can leverage in the way that best meets your organization’s needs:

This integration relies on assets deployed through Gainsight Sightline Vault and an integration established within GUIDEcx. The following steps should be followed to deploy the integration:

Choose the packages that you would like to use within Sightline Vault. The details of each package are included later in this document.

Once the assets have been deployed, you are ready to create the connection between GUIDEcx and Gainsight. Within GUIDEcx, enter your Access Key and Gainsight NXT domain. The Access Key can be found by navigating to Administration > Integrations > Connectors 2.0. If a Gainsight API tile already exists, click on the menu for that integration and click Edit Connection:

Copy the Access Key field.

Navigate to GUIDEcx and click on Company Details > Integrations. Click on the Gainsight tile and enter the Access Key and Domain ([domain].gainsightcloud.com) and click Connect.

By default, all active projects within GUIDEcx are sent to Gainsight. If you would like to opt-out of any project being sent to Gainsight, navigate to the Project in GUIDEcx and click on Project Settings.

Within Project Settings, deselect the toggle for Sync Project to Gainsight.

To help your team get the most value out of this integration, we’ve designed the Sightline Vault package to include a series of packages that can be independently deployed:

Please note that the assets included in this package are generally additive, with only Package 1 being required for the integration to be completed.

The GUIDEcx package includes three custom objects that facilitate the data synchronization between GUIDEcx and Gainsight. These include a Projects, Tasks, and Notes object. These objects update as triggered events from GUIDEcx.

The following is a list of the fields included in each object:

The package includes a series of views and reports that can be used in the C360 experience and within specific reporting.

The package includes a series of views that can be included in the C360 experience.

This provides a view of project information and is intended to be part of the C360 experience. By default, this view contains the project name, a link to the active project in GUIDEcx, the forecasting and expected end date, the current status, and health score values (these will only be populated if the Health Score rules have been deployed). The data points available are customizable to any of the information available through the API for the GUIDEcx project.

This provides a view of task information related to all onboarding projects and is intended to be part of the C360 experience. By default, this contains the project name, the task name, the task description, the status, who has responsibility (provider or customer), the start date, the end date, and the due date. The data points available are customizable to any of the information available through the API for the GUIDEcx project.

This provides a view of project note information related to all onboarding projects and is intended to be part of the C360 experience. By default, this contains the project name, information related to the note owner, the text of the note, and the last updated date. The data points available are customizable to any of the information available through the API for the GUIDEcx project.

The integration is designed to show up in the C360 experience. To share the project and task data in C360, navigate to Administration > Customer Data > Company > C360 Layouts and click Edit for your default layout.

Within the editor experience, drag Related List over to the Selection Sections twice with the following configurations:

Name: GUIDEcx Projects

Name: GUIDEcx Tasks

Reports are available within Gainsight to show information related to the GUIDEcx projects. There are some standard reports we feel can be helpful that can be customized and adapted to meet clients needs as long as the data is available in the GUIDEcx project object we manage through the integration.

The Gainsight Health Score is a critical factor in managing customers. This is frequently a combination of a number of factors and can easily include information from the onboarding experience. We provide a standard onboarding health score based on forecasts compared to expectations. This can be easily adapted to meet company-specific requirements leveraging data available in the GUIDEcx project object.

You can quickly adjust your Onboarding Health Scores by Navigating to Scorecard > Scorecards and clicking Edit Scorecard for the Onboarding Engagement scorecard.

Within the edit experience you can adjust the weighted ratios for each of the measures under the Configuration option.

The rules being used for this integration provide adjustments for different measures and thresholds. For example, you can easily adjust the number of days from completion value that is used to create a hand-off CTA, but opening the Project Approaching Completion rule and change the filter criteria for the action at the bottom of the Setup Action screen:

GUIDEcx aligns with the exception-based management approach advocated by Gainsight that surfaces alerts and actions to CSMs to streamline how they work. By default, we recommend CTAs tied to the onboarding Health Score. These can be adapted to best meet company-specific requirements.

The integration will automatically create a CTA for projects whose health falls below a specified threshold to warn CSMs of risk.

The integration will automatically create a CTA for projects that are approaching completion with project notes to notify CSMs to be ready for a handoff.

The integration will automatically manage tasks and CTAs within both environments so that the CSM can work exclusively out of Gainsight if desired. Please note that the task-to-CTA integration will require post-deployment configuration.

Connecting to GUIDEcx from Gainsight

In order to write task updates back to GUIDEcx, you are required to enter your Open API token from GUIDEcx. You can find this value by going to Company Settings > Open API within GUIDEcx.

Once you have that value, navigate to Administration > Integrations > Connectors 2.0 within Gainsight and enter “Bearer ${GUIDEcx token}”, where “${GUIDEcx token}” is the API token you copied from GUIDEcx. The GET URL should be set to “https://api.guidecx.com/api/v2/tasks”.

Create External Actions

Within Gainsight, go to Integrations > External Actions and create the following actions with one for each status:

Batch vs Real-time Task Updates

The Sightline Vault package includes both batch and real-time writeback rules that make task updates from Gainsight to GUIDEcx. The two options exist to provide your team with the options for how you would like updates reflecting. Please choose Package that works best for your organization.

Package 4.3.1 | Batch Write-back

If you would like to do batch processing, enable the following Bionic Rule once you have created the initial connection to GUIDEcx:

Package 4.3.2 | Real-time Write-back

If you would like to do real-time processing, create the following Real-time Rules (please note that the Real-time Rules are a beta feature and may not be turned on by default in your instance):

Create a rule for each of the statuses with the following configuration for the Rule Info:

For each status, create a mapping that corresponds to the appropriate external action you created:

Task Status Mapping

GUIDEcx and Gainsight use slightly different task statuses. This is the mapping between the two systems, using the default statuses available for Gainsight:

GUIDEcx > Gainsight

This mapping applies to changes in GUIDEcx and how they are manifested in Gainsight.

Gainsight > GUIDEcx

This mapping applies to changes in Gainsight and how they are manifested in GUIDEcx.

If your organization uses custom Gainsight status values, those will need to be adjusted in the Real-time Rules and Custom Actions.

To adjust those values in the Bionic Rule, adjust the Status Mapping Rule by changing the Case Expression:

To adjust those values in the Real-time Rules, please add, adjust, or remove a rule per mapping:

CSAT is a key indicator for account health within Gainsight. To facilitate a data capture moment on project completion, GUIDEcx can be integrated with an included program in the Journey Orchestrator. This is not currently deployable through Sightline Vault. If your team would like to explore this integration, please reach out to your GUIDEcx CSM.

When a Task is updated in GUIDEcx, the event triggers an update of the corresponding CTA in Gainsight NXT.

Remove the Package from GUIDEcx