360 Company & Relationships
Share your questions and best practices on everything related to the C360, R360, Scorecards, Relationships, and Account Hierachy for Gainsight CS here.
- 419 Posts
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This is half question/half crowd-sourcing idea post: We are starting to roll out success plans internally here at Gainsight for our onboarding projects now that the Gantt Chart functionality is in a suitable state. One thing I've noticed is that all tasks are either assigned to me or someone internally on my team because, of course, an internal Gainsight user needs to be the owner of the objective/task. However, in reality, about half the tasks in our onboarding project plans are owned by customers - a.k.a. an external contact not in our instance of Gainsight. Has anyone else come across this issue, and if so how did you handle it? I guess we could look into creating a single dummy user for "customer" that we could re-use for all our success plans, but I'm wondering if there's another option.
Is there a way to show customers with and without success plans in one report? We have a specific lifecycle stage that is for customers who are eligible for high touch in order to achieve designated performance thresholds. We require success plans to be created for this subset of customers in order to maximize visibility and measurement. As success plans are new to our CSMs, there's a little resistance to having them completed for their customers that qualify. Ideally, I could create something similar to a Customers report filtered by stage, with a true or false for the presence of a SP. Is this possible?
Our external CRM, Siebel on Premise, is being loaded into cases. We use that to show reports to the CSMs to call out issues or patterns. When they review the report, they'd like to add comments so that they can review it later with the customer. Is there a way of doing this through either Gainsight or through SFDC?
A member of our management team previously worked at another organization using Gainsight. He says CSMs were able to override the current Account Score on the C360 Summary screen, simply by clicking the score and changing it. The score still automatically statused itself; this was simply an option the CSM could use if they think the score should vary from what it automatically is. I've scoured the community and documentation, but I don't see this anywhere! Is it possible?
I understand we have a Multiple Scorecard concept with Scorecard 2.0 which applies to a account based on the set of criteria defined and if none of the criteria match, assign the default one. But problem comes when suppose you have two Scorecard - S1 and S2 where S1 is a default one but both has a criteria Company ::: Status = X and other criteria, Now two accounts A 1 and A 2 comes in with Status X and X respectively. Both gets the scorecard based on criteria. [list] [*]And now there is an account A 3 with Status Y that comes in and we don't have any scorecard matching the criteria..What will happen? [*]And the Status of Account A1 changes to Y then what will happen?[/list]Based on findings, in both the cases default stays which is not legitimate, since Default Scorecard also has Status = X. So, once scorecard is applied we do not have a operation to remove the scorecard. From a Product standpoint, I think it would be better if a scorecard's application is stopped once an ac
I have a scorecard mass edit report that contains regular account fields as well as scorecard fields. I have tried to re-order the columns in report builder so that the colorful scorecard columns show up directly to the right of the account name and the extra account information shows up to the right of those (at the end). No matter what I do, the scorecard columns will not change order. Is there a way to re-order the columns?
Hi All, One of my users found some odd behavior in C360- Scorecards 2.0. When trying to refresh a score by clicking the "! Previous Score..." blue text on the metric, a pop-up appears with a message. At the bottom of the pop-up is blue link text that says "refresh score." If you try to move your mouse to click it, the box disappears. I'm able to replicate this and it happens in Safari (we didn't test other browsers). We know you can update the score by clicking the color and then "refresh," but since this confused by users, I figured I'd flag it. See video below. Thanks! [url=https://drive.google.com/file/d/1BprIglzPzMZ5HcwyfK24XSF4Vof28A82/view?usp=sharing]https://drive.google.com/file/d/1BprIglzPzMZ5HcwyfK24XSF4Vof28A82/view?usp=sharing[/url]
Can someone please explain to me how the scorecard is calculated. Are the lines the average for that week and the big dot is the average for the current week? Or is the big dot an average of the prior weeks? Also, I understand that the arrows are supposed to be trends, but I'm not understanding - like the below shows a downward trend but all of them are red and have the exact same score of 50, shouldn't it be a side arrow? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180801-99569-vv86ym-Sephora_-_Sng___C360_inline.png[/img]
As a part of our customer health evaluation, we need to be able to measure the % of zendesk tickets solved outside our SLA, in the last 90 days, and then feed this into our health score with the score moving in line with the %. The challenge is that: - In our ZD data, we know the number of minutes it took to solve a ticket but do not know whether SLA was met or not (unless manually calculated) - We have 4 ticket priorities with different SLAs so there are 4 different scenarios determining whether a ticket’s SLA was met (e.g. SLA of Urgent tickets is 540 mins) I believe Gainsight can calculate the % of tickets solved/not solved with the SLA but can it also support the 1st step of identifying whether SLA was reached or not? and if so, how best to combine these steps together and feed them into one healthsocre measure, updated daily? Thanks in advance! Katerina
I am trying to build out a pie chart for each of our CSMs that show the percentage breakdown of their red, yellow and green accounts. However, the Scorecard Fact data source doesn't allow grouping (not possible to add fields in the "By" section). What data source can I use to accomplish this? I see GS scorecards and Account Scorecard History among other options, but I am confused on how these are different and which one would be the best to use here.
I created a data space using the Account Contact Relationship object which among other things contains data on the contact, account and relationship. This works great in C360 but in R360 not so much. 1) I have to add the parent object of the data space (Account Contact Relationship) into the relationship Associated objects for the report to show up for selection. 2) Doing this shows me the report but it doesn't filter out only those records associated to the relationship. 3) When I try to set up the mapping, I can't map relationship ID to a field in the Account Contact Relationship as that object doesn't have relationship in it (thus the data space created). Any ideas on how this could be solved?
I have created some charts showing the breakdown of health scores by Success Package type and yet the scores are not displayed in order. How can I get them to go in the correct order, as configured in the Scorecard administration page. Additionally, the labels in the key for my scorecard bar chart shown below are out of order. Does anyone know of a work around (besides naming them "1-Watch", "2-Neutral", "3-Good", "4-Great") [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180710-6198-et2ogk-2018-07-10_10-57-31_inline.jpg[/img] Thanks!
[Enhancement]Filed missing to migrate for the report created on Scorecard fact object(Scorecard 2.0)
The migration tool is not migrating all the fields on the Fact table reports to target org. Since the fields are not getting migrated, the user has to manually add it. Currently, this has been identified as a limitation but on user demand I am posting this request to get this addressed in our future releases. cr
Hi guys, Recently I enabled the Relationship in our production and I have some doubts about how we could create our products in the Relationship Object. Currently in the relation of 1:1 (1customer: 1Product) we put the information of the product in Contract Object but to use in Relationship we will migrate it. My question is, what would be the most performative way to launch the records in Relationship? 1. Bulk API 2. Rule Engine 3. APEX Triggers / Class 4. Is there another option? 1. Today our API already creates the account and creates the contracts with the product information. We would have to do an extension to also insert into Relationship. 2. I have seen through your documentation that you are always guiding by rules. However, I see that by rules we can make a delay in our chain queue. 3. By apex, we can create a trigger that fires whenever a contract's record of Product type is created to replicate to the relationship. I have no idea of this performance, but it would allevia
Good Afternoon- Something I haven't been able to find a resolution to: We have 3 Products (let's call them Product 1, Product 2, and Product 3). The questions are: [b]Question 1:[/b] Can we have individual C360 Product Cards for each different product? We would like the following data to be in each individual card: Card 1: Product 1 - Product 1 Contract Value - Product 1 Expiration Date Card 2: Product 2 - Product 2 Contract Value - Product 2 Expiration Date Card 3: Product 3 - Product 3 Contract Value - Product 3 Expiration Date [b]Question 2:[/b] Also: We would like to only show the appropriate cards for a C360 when the appropriate SFDC field shows as 'Active' for each individual products (and make the cards hide when the approrpiate SFDC shows "Expired/Cancelled". Are either of these possible? Is there documentation that I missed? Thanks! -Jim
[img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180627-72498-dx6892-gainsight_inline.png[/img] Circled in Yellow, next to our company name CareerArc. It says 'Active'. I would like to have this auto-updated when we have a client churn to show that they're no longer active. Thanks -Jim
Is there a way to turn off the one time password for Share 360. It appears to be a one time password per account. We are trying to use this to deliver data to our CEO, but this is not ideal to have to bypass this password every time. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180621-118803-1o5rc64-Screen_Shot_2018-06-21_at_9-29-49_AM_inline.png[/img]
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