Vault

Learning Objectives

By the end of this module, you should be able to understand

Introduction to Vault

What is Vault?

Gainsight Vault is a library of ready-to-use Gainsight Assets. Gainsight team collects best practices from Customer Success Managers and the Gainsight community, and converts them into downloadable content in Gainsight Vault. This repository contains a rich store of downloadable Videos and text matter which can help customers as a starting point in creating their own processes.

What is Gainsight VaultWhere is Vault located?
Vault is available as a tab in your home screen on the Gainsight platform. If you do not see it you can add the tab by clicking on the “+” sign (right beside the Vault tab in the screengrab below) and following instructions to add the Vault tab to your default menu.

Access to Vault
You may not be able to do some things you will read about here. This is because there are multiple levels of access to Vault. What you will be able to do with Vault depends on your access levels as a Gainsight user. Users who can currently create Playbooks or Surveys will also have access to import content from Gainsight Vault. Other users will only be able to view the content in Vault. Similarly, users who can add/edit CoPilot email templates will be able to import email templates from Gainsight Vault. For the moment, ignore your access levels, and continue with this course to gain a complete understanding of Vault. 

Why Vault?

This 2-minute video provides a quick overview of the Vault functionality in Gainsight.

Key takeaways from this Lesson:

  • Gainsight Vault is a library of ready-to-use Gainsight Assets.
  • Vault contains a collection of best practices available as downloadable material.

  • Vault can help customers as a starting point in creating their own processes.

Benefits of Vault

Five pillars of CSM

Gainsight is built on the five pillars of Customer Success

Five Pillers Of Customer Success

Gainsight Vault is a treasury of best practices collected from the Customer Success Management (CSM) thinkers and professionals around the world. These best practices are translated into workflows and made available to every user as downloadable material to help them in their CSM journey.

The material available on Vault provides you, the new user, with ready-to-use material that can help you start off in creating your own play books, surveys and success plans. These assets can help you

  • Get productive from day 1

  • Save time and reduce errors

  • Learn from your peers

  • Scale your Customer Success team and its activities really quickly

As a result, Vault allows customers to quickly get the most out of their instance and roll out robust business processes. Vault is updated regularly to keep you supplied with a steady flow of ideas and practices.

Click on the video link to understand how to leverage Vault

Join the leaders of the Vault team in this 35-minute webinar to understand the most effective ways to navigate and leverage the Vault system.

 

Key takeaways from this Lesson:

  • Vault contains best practices by CSM leaders across the world.
  • It can help customers as a starting point in creating their own processes.
  • It can save time and reduce errors in your CSM journey.

How to use Gainsight Vault?

Using the Gainsight Vault

As a CSM, you can be productive from day 1 using the Gainsight Vault. To start using Vault, click on the Vault tab on your Gainsight home screen(screenshot below).

Vault in Gainsight

To not worry if you do not see the Vault tab. You can enable Vault by following the steps outlined below.

To include Vault as a default tab:
1.Click the + icon (All Tabs) icon


 

 

 

2. Click Customize My Tabs

 

 

 

 

 

3. Under Available Tabs, select Vault and then click the Add icon
4. Click Save

 

Vault landing page in Gainsight

You can view and access all of the available assets from the Vault landing page in Gainsight, as well as in these articles: 

  • Email Templates Asset List

  • Playbooks Asset List

  • Reports Asset List

  • Rules Asset List

  • Surveys Asset List

Using Vault

Using Vault effectively involves the following two steps: 

  • Downloading and previewing the relevant assets

  • Configuring and importing the required asset

Downloading and previewing the relevant assets
As you are aware, all Vault assets are categorised under the five pillars: Operationalize customer life cycle, manage customer risk, demonstrate value, drive expansion and advocacy, and enable cross-functional visibility. Under each of these categories, you will find various assets. Once you select the asset that is most likely to meet your needs, you click the download icon. A preview window opens, where you can preview every asset and configure it to suit your specific requirement before clicking the download button. This adds the rule to your instance.

Once you have made the modifications required you can import the asset. On refreshing the rules engine you will find the new rule in your list. How to import various Vault assets are covered in detail in the next lesson.

Key takeaways from this lesson

  • Gainsight Vault equips you to be productive from day 1
  • Vault assets are categorised under the five pillars
  • Vault assets can be downloaded, customised and imported to suit your needs

Configuring and Importing Vault Assets

Import Vault Assets

Currently, you can download assets such as playbooks, surveys, rules and email templates from Gainsight Vault. More assets and asset categories are being continuously added. Please note that you can download only one asset type at a time. Let us see how to import some assets from Vault.

How to import Playbooks?

To import a playbook from Gainsight Vault:
1. Go to Cockpit > Playbooks. Click on the Import from Gainsight Vault icon.

 

 

 

 

 

 

 

2. In Gainsight Vault, playbooks are categorized at various levels in a hierarchical structure that map to the V3D framework. For example, Manage Customer Risk, where you will find  playbooks that address different areas of customer risk.

Navigate to the level containing the desired playbook(s) or use the Search field to select the desired playbook. (Note: Search is currently limited to the theme you are viewing/selected.)

You can click on the Download icon that appears when you hover over a playbook, or you can click on the playbook link. The Preview screen appears. In addition, you can use the filter icon to select only playbooks.

How to import Playbooks? (Contd)

3. The preview window provides an overview of the various tasks in the playbook. To initiate the import, Click CONFIGURE. The Configure window appears.

How to import Playbooks? (Contd)

4. While the intent is for you to import best practice playbooks as defined by Gainsight, there may be some configuration required. This is because in your Gainsight instance, values of certain fields may be customized and different from what is in the best practice asset you are downloading. For example, the best practice asset may have “High”, “Medium”, “Low” for the Task priority, where your instance may have customized the values to be “VIP”, “Normal,” and so on.

In this step, the app displays every value that could be customized, and asks you to map those values. Additionally, you can assign an owner using the Assign Owner search field.
5. Click DOWNLOAD. A confirmation message appears. The playbook is now available in your Gainsight instance.

6. Go to Cockpit > Playbooks. The downloaded playbook appears in the left pane.

How to import Surveys?

To Import a survey from the Vault:

1. Go to the Survey tab, and click Import from Gainsight Vault icon.

 

2. Navigate to the level containing the desired surveys, or use the Search field to select your desired survey. (Note: Search is currently limited to the theme you are viewing/selected.)

How to import Surveys? (Contd)

3. Hover over the survey and click the Download icon. A preview dialog appears. The survey is now available in your Gainsight instance. Optionally, you can click on the survey link and then the DOWNLOAD button to download the survey.

4. Go to Survey > Drafts. The downloaded survey appears.

Note: Surveys contain only their properties and questions. Currently, the best practice surveys won’t have CTA rules associated with the survey. After importing, you can add those rules manually.

How to import Email Templates?

Email Templates are available for customers to download from Gainsight Vault within CoPilot.

1. Navigate to Cockpit > CoPilot > Email Templates.

How to import Email Templates? (Contd)

2. Click Import from Gainsight Vault icon.
3. Use the hierarchical structure on the left to navigate to the available email templates. In addition, you can use the Search field to select the desired email template. (Note: Search is currently limited to the theme you are viewing/selected.)

4. Click the email template name to open a preview window, or click the Download icon. The Preview dialog appears.

5. To download templates into your org, click DOWNLOAD.
You can view the downloaded email templates at CoPilot > Email Templates list page. Downloaded templates will have the Vault folder or theme name appended to the email template name.

How to import Rules?

Pre-built rule templates are available for download from Gainsight’s Vault. When you download a pre-built rule, the system displays the rule details, including which fields and filters, action type, and field mappings the rule acts on. Some of the Rule assets require using or creating a custom field in your org. A list of the custom fields and their corresponding objects, field labels, API names, etc., are available here.

The following procedure explains how to import Rules from Vault into your own org.

To download rules from vault:

1. Navigate to Vault.

2. Click the name of the rule that you would like to download, or click the download icon on the far right of the rule name. (The Gear icon on the left represents rule type assets.)
3. The Rule Criteria screen displays the following:

  • Rule Description (optional): describes the purpose of the rule.
  • Object: the object on which the rule is created.
  • Show Fields: the fields that are in the Show section of the rule.
  • Filters: the fields that are applied as filters for the rule.
  • Advanced Logic: apart from filters, advanced logic, if any, is applied to the rule.

  • Apply to Gainsight customers only: indicates if the rule will be applied only to customers in your Gainsight org.

  • Account Lookup: represents the object for which there is an account lookup.

How to import Rules? (Contd)

4. The Rule Actions screen displays the action types that are defined for the rule.

5. Click CONFIGURE to configure Field Mapping, Value Mapping, and Open Value Mapping.
Note: All the field and values of Rule in Vault are automatically mapped to your instance. For the fields and values that are not automatically mapped, the user will be navigated through the CONFIGURE screen to map them. The CONFIGURE screen is divided into three parts:

Field Mapping

Value mapping​

 Open Value mapping​

If all of the fields and values are mapped automatically, you will see a DOWNLOAD button instead of a CONFIGURE button.

How to import Rules? (Contd)

6. Click Download. Navigate back to Administration > Rules, to view the downloaded rule asset, which is, by default, in an Inactive state.

7. To view Inactive Rules, check the Inactive box as shown below:
Notes:
You must complete scorecard or usage data configuration to download rules related to scorecard and usage data. Otherwise, you will get the following message.

 

 

 

Rules in vault support only SFDC objects, and only the following actions are available: Call To Action, Load to Customers, Load to Milestone, Set Score, and Load to Usage data.

Key takeaways from this lesson

  • All the field and values of Rule in Vault are automatically mapped to your instance
  • You can configure the fields and values that are not automatically mapped
  • You can download only one asset type at a time

Check Your Understanding of Vault

Gainsight Vault is

  • A library of ready-to-use Gainsight Assets
  • A repository of best practices gleaned from the CSM community and professionals
  • A platform that helps customers in creating their own processes
  • All of the above

True or False Questions

  • Rules in vault support only SFDC objects

Gainsight Vault helps you to

  • Learn from your peers and get productive from Day 1
  • Save time and reduce errors
  • Scale your Customer Success team and its activities really quickly
  • All of the above

True or False Questions

  • You can download several prefered asset types simultaneously

The CONFIGURE screen is divided into

  • Field Mapping and Value mapping
  • Value mapping and Open Value mapping
  • Open Value mapping, Field Mapping and Value mapping
  • Field mapping and Open Value mapping