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
- 1,402 Replies
Shared 360: Revoking Access to Links
If a Shared 360 link is sent and a sponsor leaves, can we update the link so the old sponsor no longer has access?You can revoke access to the link through the access tracking page in Administration. Start by Navigating to Administration > Sharing > 360 Layouts. On the 360 Layouts page, click Manage Layouts. Hover over the number of Active Users for the Customer(s) you wish to revoke access or delete and the Revoke Access option will display. You can either click the Revoke Access option to remove access for all users for that customer OR you can click on the number of Active Users to individually revoke access. For more information on Share 360 and Revoking Access, see this article.[Note: this info is based on an internal how-to conversation which we thought might benefit others in the Community!]
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.
C360 Dashboard For Executives
I want to Provision some internal employees with Viewer Licenses in Gainsight. These people do not work in Customer Success. I want to created a 360 View for them that is different from the view available to CSM's. Currently anyone with Gainsight Access can see all account information in C360. To prevent misinformation, or information overload, I only want to show what we choose to share. Can this be done?
Reporting via scorecard mass edit report filtering inconsistency
Working with a customer we found that there is an inconsistency in the product. This is working as designed but is very confusing. In my demo I have a dummy account and they have 6 entries but only 4 reporting category types (meeting, call, update, email) When I pull a report on Activity Timeline I get 6 results as expected and they all show, I can also filter for email and get the two results as expected. However, when you have a scorecard mass edit report and try to do the same you get a different result. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Image%202018-10-25%20at%204-12-32%20PM-28edee48-2a31-46b8-afa1-e1f980f0a3a0-76868929.png[/img]As you can see we are filtering for the "call" reporting category and it shows 3 accounts. Two of those show "email" as the reporting category. I know this is expected per the talks I have had with internal sources because its pulling accounts that HAVE at least one entry with that reporting category. However, this is
Would like the ability to change the Comment field name in a Mass Edit Report
When adding the Comments to a Mass Edit report through the Chart Options from the gear icon, my customer would like the ability to change the field description for each measure's comment. Instead of "Comment" they want "[Measure] Comment". They would like this so they can export the file and change the ordering of the columns without getting confused. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Unable%20to%20Update%20Comment%20Field-403ad3ac-cc52-4fa9-a3f5-a00b42e8dce5-1774049311.png[/img]
Populate measure based on a field
Hi All, We are considering shifting from a color-based scorecard to a numbered scale. I am trying to figure out if a measure can be directly linked to another field so the number on the measure equates whatever the field's value is. In our instance, we track usage as a percentage. Say if a customer had 80% usage, we would like the usage measure to show 80 (green). Currently, we are populating this measure through a rule with 3 different buckets defining the green, yellow and red labels. Would really appreciate insight if someone has managed to do this successfully!
Who runs the play to flip a customer on an older product and no chance of increasing ACV? Sales or C
I have an interesting conundrum that I wanted to put out to a wider group. We have a large customer base made up of mid to enterprise level customers that a large portion of which are running older versions of product that are losing their value slowly as the market shifts. To compound the issue, the newer product is not the market leader. We are seeing high churn rates in the old product and having trouble moving customers up to the new product. The bigger issue in this case is who owns the movement of these customers? Is it sales or is it CS? A quick example to illustrate the point: Customer spends $1.5M ACV on us and comes up for renewal. CS drive the initial interest in the new product. The customer comes back and says they are interested only if we swap out the new product for the old at no additional cost. From an incentive perspective in this case, sales has no incentive because there is no growth on the contract which they get paid. They do get comp based on the valu
Error when creating custom record from C360 related list
Does anyone have a workaround for this bug? I am trying to create a record on a custom object by using the Add button on the C360 related list. This is the error I am receiving. I assume the code is looking for a field called AccountId, but since it's a custom object, this field does not exist. Any workaround or thoughts? Here is the error message “No access to field AccountId. Either the field was removed from the entity or access to this field was removed.” [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/AccountId%20Gainsight%20error-9367b797-232b-4ae3-9d70-6d12ba297f71-675870487.png[/img]
Scorecard measure change in 5.20 truncates the measure names
Feedback from Jeff Kirkpatrick: With the Scorecard UI Enhancements in this release, the Scorecard Measure names are getting truncated in the C360 view where they were not before: 5.17: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Screen%20Shot%202018-11-14%20at%202-06-0b34abae-4852-4969-b74c-ff451ddb1f6f-836089933.png[/img] 5.20: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Screen%20Shot%202018-11-14%20at%202-08-f063672a-1d22-43d7-bba9-346cb00bee72-1457169000.png[/img] Both of those are at 100% zoom resolution in Chrome.
Tracking Products and Services
How can we track our Products / Services in Gainsight, as a part of C360s and R360s? The only functionality I have been able to find is "Product/Features" which offers a flat list of products that can be marked manually as activated. I would love to be able to see Products/Services mapped to not only C360s and R360s but also users - in Person object and track them interactively same way as we track our customers - link users and their usage to individual products, Zendesk cases raised concerning specific products etc. Dashboard showing where the most revenue/churn/users/usage/issues etc comes from. Maybe even a product-level healthscore? Is there a functionality within your product that supports this? Relationships come to mind though we're already using them for our customer segmentation. If Relationships is the only way to go, can we have different levels of R360s? Thanks in advance! Katerina
Communicate on GainSight360 that data is not received for users that use an adblocker
I have a suggestion here to enable better transparency for gainsight users with regard to the gainsight 360. This is an important part of the product in order ti determine adoption, reallocate seats, communicate usage to management,etc. After starting an effort at my company to communicate GainSight usage data to managers, I later found out that the GainSight 360 (after 2-3 weeks) data was completely incorrect, which caused issues internally. I later then found out after much back and forth with gainsight that this is because the GainSight360 doesn't capture user data for those users that use ad blockers. A strong suggestion would be to make this a prominent bit of communication on the GainSight360. I also don't see this mentioned anywhere in gainsight support article on the GainSight 360: https://support.gainsight.com/View_More_Categories/Team_View/User_Guides/View_Gainsight_360 If it were could have saved us a lot of time and effort.
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?
Is it possible to add an Email Template to a Playbook that has Share 360 link?
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.
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?
default scorecard not default
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?
Scorecard Comment Refresh Too Frequent
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.
Success Plans - Checking off tasks on objectives vs Gantt Chart
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]
Scorecard 2.0: Weights don't appear to calculate decimal values
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)?
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
Need to assign CSM to a region per customer
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?
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