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.
- 442 Posts
- 1,400 Replies
[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
Training for a new admin
Hi all! I'm working my way through the Gainsight Admin Foundations for SFDC; however, I think it'd be helpful to bring a lot of these conversations to life through conversation. Are there any meet-ups in San Francisco or any other tools you might recommend for a new admin who trying to navigate learning the platform? Thanks! Any advice is much appreciated. Leila
Can I change the length of the relationship name?
We're using relationships to model the situation where one customer has multiple projects running in the software. Each project is a relationship in Gainsight. For usage data we connect the customer name and then use the Project name as the Relationship name. (See [url=https://community.gainsight.com/gainsight/topics/enhancements-to-relationship-action-moving-away-from-name-as-required-identifier]this post about synthetic IDs [/url]for some background on why this is a challenge.) Unfortunately we have project names that are longer than 80 characters, which is what the Name field on the GS Relationship object is set to. [b]Question: Can I change the length of that field and, if I can, will it survive the next version upgrade?[/b]
G360 Usage data - Active vs Inactive changes
After doing some digging on G360 and license usage we found there to be a discrepancy from the User object and G360. This in particular is an example of LIcense data being used. The license usage data that is shown in G360 is shared from Salesforce and shows the actual usage number for licenses; however when GS Connect runs it only syncs active users with GS licenses to the User collection (MDA). In some cases we find that when a user who is no longer with a company they are made inactive and that change is not synced to the MDA object because it only syncs active users. Then when building a report on that MDA object the count looks higher based on the MDA data as its not updated.
People Maps - Dates of Last Met are out of sync
Hi, First of all, thanks for this amazing functionality - it's a privilege to be involved! We seem to have come across a bug though where the Timeline dates in the maps are out of sync by 2 days – for some accounts, some are fine as far as I can see. Not sure if anyone else has experienced it but please advise how to fix this. Thanks Katerina
What is the best object to report off multiple scorecards in the same report?
There a numerous objects for scorecards. Though, I have two scorecards that I would like to report off of in the same report. What is the best object for me to do this from or do I need to create a data space to combine my two scorecard objects together?
Data Space report in R360
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?
Enter comments on a report record
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?
Pictures and titles appearing in Person list and People Map org chart
Hello, Not sure if this is a bug but we noticed that the photos of individuals build in an org chart, are not displaying their photos. Should these be pulling in from linkedin? After building my people map, i added the linkedin profile by coping and pasting and refreshed but there was no change. I also noticed when i went back to the "list" view that the linkedin profile did not write back and stick. So under the list view, i updated the same contact with that URL. The titles and roles were not appearing, so assume this is related to the linkedin profile being recognized? Lastly can you explain the difference betwee "Title" vs "role" - are these pulling directly from a source like linkedin? and whats the difference between two? For example if my contact is the president clinical operations on their linkedin profile is that considered title or role? Lastly the "manager" in the "list view" does that only pull from the direct reports
What is this field called in Gainsight?
[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
Success Plans Reporting
We're using Success Plans to track the first 30 or 60 days of Intensive Onboarding Support for our clients (depending on which package they've chosen). Our Adoption Specialist wants to see a view that shows each client and the status of each of the onboarding calls (individual tasks within the objectives): [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Onboarding-a3520d78-9d89-4e5d-9dbb-027e6aeaebd9-1326514606.jpg[/img] Column A is the name of the Account, Columns B-J are the name of each Task, Columns K - S are other Account Level Attributes. How can I recreate this report in Gainsight so that the CSM doesn't need to manually create it in Excel?
Create custom measures from object data, feeding into a health score
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
Success Plan Type?
Hi, One of the CSMs within my org selected the incorrect "success plan type" and would like to change it. I am aware that you cannot change the "CTA Type" once it's selected. However, is it possible for the GS Admin to make that change in the backend? If so, how? Otherwise, do I have to submit a support ticket? Thank you in advance! -Jasmine
C360 Search Feature (account type)
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?
Calculate Average CSAT for Scorecard Metric
I'd like to calculate an average CSAT score for surveys submitted in the last 180 days for a scorecard metric. We have this set up for NPS but obviously without a standard CSAT question (I know that is under consideration) I'm not sure how to go about setting a similar metric. Is there a way I could assign each of our 5 CSAT responses a 'score' and then average them for the account? I don't want to just use the most recent response since that wouldn't give us the full picture if multiple users complete the survey in a short time frame.
Create a report off of a comment
Hi all, Within our Customer 360 we have a free text comments field within the Summary tab. This is only editable via the "Edit Summary" button. We use this field to provide an overview/current situation on the customer. We would like to be able to pull this field into a report. Any ideas?
Sorting on Scorecard dashboard
We use a healthscore dashboard that shows all our customer accounts with all measures making up the healthscore. The dashboard unfortunately is not filterable by score. Sorting is possible by overall score but that applies only to the current page in the dashboard. Since we have many accounts and multiple pages, it becomes difficult to say see all our red accounts together. Has anyone else run into this issue? What would a workaround be to stack all red accounts together?
Scorecard: Trending bar showing wrong score?
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
Success Plan Criteria
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?
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