Cockpit
What does a Due Date in red mean?
The CTA or Task is overdue.
What is the Relationship Type (R360)?
Product - Graduway, Advance, Raise, Ivy, Ocelot, etc
What feature in Timeline let's you easily add a quick CTA in Cockpit?
Add Task(s)
Which Scorecard measures product usage?
Product Scorecard (Graduway).
Clicking a customer or relationship name with blue text does what?
Opens the Customer or Relationship 360
How do you login to Gainsight?
What is a Playbook?
A set of best practice tasks designed to drive action on a CTA.
Which Products have a Scorecard defined for our initial launch?
Graduway & Raise
What do we call the feature that sends an email summary of the timeline activity to another user?
At mention (@mention)
Which scorecard measure is set from Timeline?
CSM Sentiment.
What is Gainsight Home?
This customizable landing page in Gainsight helps users focus on what matters most by surfacing assigned CTAs, key accounts, and widgets tailored to their workflow.
What is Gainsight Assist?
This Gainsight tool integrates with Gmail and Outlook, allowing CSMs to log Timeline entries, view customer data, and trigger playbooks without leaving their inbox.
What CTA Type is formerly known as OSP?
Lifecycle CTAs
Where can I find Cheatsheet?
On the 360 - CSM Summary tab.
How many places can Timeline be found? Name them.
Global Timeline
360 Timeline
CTA Timeline
Success Plan Timeline
Scorecard Timeline Activity
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.
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.
What is Write with AI?
This Horizon AI feature helps CSMs save time by generating summaries, customer updates, or email drafts directly within Timeline and Email Assist.
When you begin working on a CTA, what should you do to indicate you've started?
Update the status to Work In Progress
What is the Salesforce link icon?
Clicking this icon in the Customer 360 opens the related Salesforce record in a new browser tab—perfect for accessing account or opportunity details quickly.
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
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.
What Dashboards are visible in the upper left dropdown?
All the Dashboards that you have permissions to view.
What is Time Zone Settings?
This personal setting, found under your Gainsight profile icon, ensures that tasks, Timeline entries, and Journey Orchestrator emails are shown and scheduled in your local time.
Where does a CTA that begins with "To Do" originate?
A Timeline Task
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.
What field is used to designate what type of meeting it was?
Interaction Type on the Meeting Activity Type.
What are the 3 health score values used in our instance?
Healthy (Green), Concern (Yellow), At Risk (Red).
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)
Where do you create a new Opportunity?
Bonus: How can you quickly get there from Gainsight?
Salesforce
C360 --> 3 dots to View Account --> Create a new Opportunity
What is the Cockpit or CTA hierarchy?
Cockpit > CTA > Playbook > Tasks
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.
What is a Verified Outcome?
This manual entry in the C360 tracks when a customer reaches a key business goal—like launching a new program or achieving ROI—so value can be tied directly to CS efforts.
What does the Scorecard measure - Stakeholder Engagement measure?
Recent Timeline Activity
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.
What are Timeline Templates?
These predefined note formats help CSMs quickly log consistent, structured meeting recaps, check-ins, and updates in the customer Timeline.