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.
- 404 Posts
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I am trying to change the groupings of an existing health score in Scorecard 2.0. However, I cannot drag an ungrouped measure into an existing group without deleting the measure from the scorecard (and thus losing historical data) and re-adding it to the appropriate group. Is this a known issue? Is there a way around this?
I have a template made to send a Share 360 view to customers within a Program. I am wondering if I can create a Playbook that uses the same template so that CSM can manually send the same message from a CTA. I've attempted to make a Playbook and select the existing template that has a Share 360 link embedded but it doesn't come up as an available template to add into the task.
Our enterprise team has launched a series of success plan templates for our CSMs to use. They are also encouraging CSMs to create/customize their own for unique customer situations but would like to maintain some level of control over what these include. One request was a way to have a pop up/text box with their standard 'success plan criteria' to remind CSMs what they need to include in their custom success plans (certain # of objectives, meet a certain KPI, etc). I don't believe we can customize the pop up when creating a success plan, but are there any other ideas of where we could include custom instructions like this?
A customer recently migrated to Scorecard 2.0. They have two scorecards. One is set to t he default, the other is one they are working through. The issue is the default scorecard only applied to 59 accounts while the second one applied to the remaining accounts. Neither scorecard had criteria applied. The assumption is the default scorecard would be the one that is applied. To get the default scorecard to apply, we had to create a filter for it. AND apply the opposite filter to the second scorecard. Can the default scorecard be default without having to add additional criteria?
Several in my organization have complained that when they post scorecard comments in R360 they cannot update the comment because it refreshes/saves repeatedly. I have seen this occur myself, when you click in the comment block to edit it turns blue and before you begin to type the comment it refreshes and saves the page so when you try to type after it will change the page entirely and go to C360 page or scroll you back up the page. It is very frustrating for my team as we have a deadline to update these comments and some of us have made comments in the range of 50-70, this increases the time it takes to update the scorecard comments tremendously.
Im not sure if this is a problem or intended functionality... but when you check of a task on the objective of a success plan and then go to the Gantt chart it makes a point on the chart, crosses off the task but does not check off the box of the task on the Gantt chart. Then if you check off a task on the Gantt chart it doesnt make a point on the chart, doesnt cross it out, and doesnt check it off in the objective. What is the difference between checking tasks off on the Gantt Chart vs the objective? Why would you use one over the other? Or should they being working the same between the two?[img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180201-129529-1jamqqm-Objective_inline.png[/img][img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180201-60879-wn9hpc-Gantt_Chart_inline.png[/img]
Before I begin, this could be resolved if we could just assign a weight to score Groups... I have 8 measures that I pulled together under a Support score group. The Support score should equate to 30% of the overall score. If I have done my math correctly (which is always a valid question), this should come out to 3.75 % per measure. When I enter 3.75 for each of those measures, the total only adds up to 24. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180220-83468-8bapyn-Screen_Shot_2018-02-20_at_11-51-34_AM_inline.png[/img] Of course if I change them to 4, it equates to 32 and if I drop them to 3 it equates to 24 also (the tool automatically does the latter f I submit and view the weight distribution again) How am I supposed to split up measures across a group if it won't honor the decimals (that it permits me to enter)?
What exactly should the trending history show on the most recent bar? The [u]current[/u] score? Or [u]last week's[/u] score? I've been told by Gainsight support that the weekly scorecard snapshot occurs on Sunday evenings. Our new scores get updated mid-day on Mondays. Looking at a customer scorecard yesterday afternoon (after my scorecard update rules had completed), this aligns with the above. Last week's score was 93. This week's score is 87. In the example below, the last bar on the trending shows score of 93 with a date of 9/23/2018 (Sunday). [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180925-1440-1m823yd-Yesterday_inline.png[/img] This morning, I looked at the same customer. Now the last bar in the trending history shows 87 with a date of 9/23/2018 (still Sunday). [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180925-105238-9hb732-Today_i
We have some global customers that are in our Sales and CRM systems as one account, but they want to have regional CSM's as that maps to support and other areas where we interact. I am struggling with learning about Account Hierarchy and I dont' know if that's my best solution. Relationships do not seem to apply as we only service our customers by account and underneath the account, by region. Can anyone advise?
Is it possible to add our company logo to not only the Title Slide in Success Plan Snapshot but also to the bottom corner of each slide on the Success Plan Snapshot? For example: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180404-99863-1s85inw-2018-04-03_17-00-01_inline.jpg[/img]
When you search for an account in C360 you put the Account Name in. We all know that. Well, in our case the same Customer may have multiple relationships with us. They could be a Partner, and OEM, and a Reseller. In that case their name would appear in C360 Search 3 times since there are 3 account records, one for each account type. Is it possible to add the Account Type to the return? Say I am searching for ABC Inc. Today I see ABC Inc. ABC Inc. ABC Inc. And it is a crap shoot on which one I want. I would like to see ABC Inc, (OEM) ABC Inc. (Reseller) ABC Inc. (Partner) Is this possible?
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.
Has anyone successfully set up Account Hierarchy using a custom lookup field? Going into Administration/Account Hierarchy, I have the option of only selecting Parent Account ID from the lookup relationship field picklist. The fact that it is a picklist tells me I should have the ability to have more than one option. We are in the process of determining now how to enable AH, but we aren't able to use Parent Account ID (due to reasons) but want to potentially leverage a custom object. Anyone know how to enable a custom object to appear in this picklist? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161101-102226-l41md0-image_inline.png[/img]
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?
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?
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]
The improvement in the hover-over capability for health scores in the R360 is really great (see below). Being able to see the label, which is the displayed health score is a big improvement. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160915-861-10lb3ni-Hover_1_inline.jpg[/img] The second screenshot shows what is currently shown in the C360. It does not show the label, which makes understanding the health score still a challenge (see below).[img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160915-117792-1rlntq0-Hover_2_inline.jpg[/img]. Do we know when the C360 will have the same hover-over capability as the R360?
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?
[Ask from Customer] - View contacts and opportunities options from C360 in lightning showing only recent contact and recent opportunities
View contacts and opportunities from C360 of lightening is showing only recent contacts and opportunities. Replication steps- 1. Logging into Sales force and Switching to Lightning Experience 2. Go into Gainsight and to any C360 page 3. Clicking on the three dots and selecting either View Opportunities or View Contacts The expected result is that it would take me to the Opportunities or Contacts for the account. The actual result is that it takes me to the Recently Viewed list for either Opportunities or Contacts across all accounts. Share your view and idea to fix this. If not then any plan to add in future release? Thank you in advance !
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