Cockpit
360
Timeline
Scorecards
Success Plans
Dashboards/Home
100
What does a Due Date in red mean?
The CTA or Task is overdue.
100
What are the 3 different Relationship Types (ie. 3 different R360's)?
Solution, Sub-Solution, LPR
100
What feature in Timeline let's you easily add a quick CTA in Cockpit?
Add Task(s)
100
Which Scorecard (Customer, Solution, Sub Solution or LPR) does not have a "Rollup" measure?
Logical Product Scorecard - because it's the bottom of the hierarchy.
100
Where do you create Value Driver Goals?
In the 360 - Customer Goals tab, Create Goal from Library.
100
Clicking a customer or relationship name with blue text does what?
Opens the Customer or Relationship 360
200
What is a Playbook?
A set of best practice tasks designed to drive action on a CTA.
200
On which relationship type will I find the ACV at Risk fields?
Logical Product
200
What do we call the feature that sends an email summary of the timeline activity to another user?
At mention (@mention)
200
Which scorecard measure is "Manual"?
CSM Sentiment
200
How is the ROI Plan created?
When a value driver goal is created either automatically from Sales/CRM or manually using the Library, the ROI Plan will be automatically created.
200
What is the name of the Dashboard that provides insight on your book of business?
Portfolio Overview
300
What CTA Type is formerly known as OSP?
Lifecycle CTAs
300
Where can I find Sponsor Tracking?
On the 360 - Customer/Relationship Contacts tab.
300
How many places can Timeline be found? Name them.
Global Timeline
360 Timeline
CTA Timeline
Success Plan Timeline
Scorecard Timeline Activity
300
What do the percentages on each scorecard measure indicate?
The percentage indicates the weighting applied to the measure when calculating the overall or group score.
300
Do value drivers need to be manually associated to ROI Plan?
No, when Value Driver Goals are created, they are automatically associated to an ROI Plan. The CTA and Tasks are automated as well.
300
What is the purpose of the filters at the top of the dashboard?
Global filters allow you to filter all (or most) of the reports on the dashboard. You can identify which reports are impacted by hovering the filter.
400
When you begin working on a CTA, what should you do to indicate you've started?
Update the status to Work In Progress
400
Where can I add Value Drivers from the Library?
The Customer Goals tab.
400
Where do Milestones show up?
BONUS: What are some examples of Milestones?
Milestones display on the 360 Summary - Customer Journey.
BONUS: Automated Milestones - Contract Start Date, Onboarding Complete, Go Live, Opportunity Won, Business Review
Manual Milestones - Confirmed Reference, Event Attendance, Relationship Assessment
400
How can you learn more or identify how scores are set?
Scorecard descriptions contain details about the triggers and threshholds for each measure. Descriptions can be found by hovering the measure or clicking and finding the description section.
400
What is the hierarchy of components in a Success Plan?
The Success Plan hierarchy is:
Success Plans > CTA > Playbook > Tasks
BONUS: Goals are Associated to the Success Plan and when a CTA is successfully closed, a Verified Outcome Milestone is automated.
400
What Dashboards are visible in the upper left dropdown?
All the Dashboards that you have permissions to view.
500
Where does a CTA that begins with "To Do" originate?
A Timeline Task
500
How do you find a C360 or R360?
Use the search box at the top of any Gainsight window or click on the name in blue.
500
What is the unique field only found on the Email Activity type?
Unresponsive Customer checkbox
500
What happens when the CSM Sentiment is set to red?
The overall score will be "overridden" to red for up to 30 days.
500
What are the steps needed when a custom goal is identified?
1. Manually create a Customer Goal in 360
2. Associate the custom goal with ROI Plan
3. Create a CTA on the ROI Plan that aligns with the custom goal objective.
500
What does this message mean: "Do you want Gainsight to remember the modifications you made to the dashboard?"
BONUS: How can you "undo" all changes?
Clicking Dismiss will not save any dashboard changes once the window is closed. Clicking Save will save changes in following sessions.
BONUS: Use "Reset" in the upper right corner (3 dots)
600
What is the Cockpit or CTA hierarchy?
Cockpit > CTA > Playbook > Tasks
600
How do you know which 360 level you are viewing?
Upper left corner shows C or R 360 along with the Customer or Relationship name.
600
Who is your favorite Gainsight trainer?
Lisa Mirth!
600
What does the Scorecard measure - Customer Engagement measure?
Recent Timeline Activity
600
What are the CTA Types used in Success Plans?
Value Drivers or Customer Objectives
600
What is the Change Visualization icon and where is it found?
Change Visualization is an icon only on graphical reports and allows you to change the graph type.