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.
- 459 Posts
- 1,439 Replies
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.
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.
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?
When creating a dataspace using the Milestone object, I see 3 date fields: [list=1] [*]Milestone Created Date [*]Date [*]Created Date[/list][img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Screen%20Shot%202018-11-02%20at%202-13-cfe0be2e-c405-4d7f-a30a-e985f40d9544-549089647.png[/img] What is the difference between these three fields?
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
I'm building a basic "Health Score breakdown by CSM" report. I group by "Customer Success Manager Name" and then by "Current Score Label". The report looks great, but I noticed for a few accounts that the "Current Score Label" value is different than the actual "Health Score" value. I tried switching the grouping to the Health Score, but I'm not allowed to group by that value. Is there a rule that needs to run to update the label? Why can't I group by the "Health Score" field?[img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20181017-91645-15jqboy-Gainsight_Health_Score_inline.png[/img]
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?
When searching for an account in Gainsight using the main blue search box, the Account Name comes up - for us (and everyone else?) this is the main Account name (field = Account Name) that also appears in SFDC. Our SFDC team is renaming some of our global accounts that will result in duplicate names. This may cause confusion with our CSMs when searching for their accounts using the blue search box. My question is therefore - can we somehow change the search box functionality to look up to a concatenation of two fields = Account Name and Account Country? Would this also work for Relationships? Thanks in advance! Katerina
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?
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?
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
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.
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]
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