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
Health Score - Gainsight Future Plans
Hi All, Like many others using Gainsight we are in the process of re-determining our health score and sifting through the data to figure out weights etc. It occurs to me that being able to have a truly predictive health score, one that is data driven and and accurately reflects the prospects of either upsell or churn, is at the very core of what Gainsight is about and essentially what every customer needs. However im unsure what Gainsights plans are for the health score moving forward and would like some further details if possible. I think the way most people are doing it now will be considered very outdated in just a couple years since many of the health score models built are not built using data science methods and even if they are do not learn and adapt over time. What I think everyone needs and will have in a few years on one platform or another is a health score that is determined automatically and updated automatically via machine learning as new data is being ingested.
I see many posts about Embed Pages and Parameters on the Account360, but all of the help articles/conversations linked don’t actually provide documentation on how to leverage parameters (the syntax) within the URL. How does this work? Example: In the URL https://pandadoc.uservoice.com/gainsight/account/EXTERNALID/ideas I’d love to pass a numeric string which we currently have as a field in Gainsight to the placeholder text “EXTERNALID”.
Auto-update Renewal Date
I’m looking to find a way to automatically populate a “Renewal Date” field year over year. We currently don’t have a field in our CRM that shows this, however we do have a “Customer Since Date” that marks the start date of the client’s time with us. For any new contract, calculating the renewal date is easy - just add 365 or 366 to the ‘since date’. What I need is a way for our customers who are 1+ years old to have that date refresh automatically after the date passes. For example, if the renewal date is 28/05/2021, then on the day after a rule could then update it and add a year to the field value making it 28/05/2022. I can’t believe this isn’t a default function within Gainsight given that it’s built for the purpose of securing renewals. Is this possible? Has anyone done something similar? Any guidance would be appreciated. Thanks in advance!
Editing Contact Info
Hey There!I am trying to edit a contact name in GS C360, but it keeps populating to the old name.Basically a CSM entered the last name as the first name and the first name as the last name. I’m trying to flip it and it won’t let me. I double checked in SFDC to make sure everything looked correct and it did.Help!
Best place to store shared document?
Many of our CSMs have shared documents they work on with customers and I’d like a place to store them so they’re easily accessible in the C360. Has anyone used these feature for something similar? Is there a better option? Eventually we’ll be using Success Plans to manage this information, but we’re not there yet. One other note: when I go to my C360 Layout to edit the existing layout, there’s nothing there. How is it possible that there isn’t a layout to edit when there’s definitely sections, including custom ones (built by our implementation consultant), in our C360?
The reimagined C360/R360 view is beyond our wildest imagination!
We just had an internal webinar at Gainsight where @gopal_rao_kallepu took us very patiently through the newly minted C360/R360 view. If you are on the fence about migrating to NXT, this functionality will seal the deal for ya! So many goodies in a single release!Chronological view of key milestones depicting the customer journey: ARR change, Opp close, EBR, CSM change, Stage change etc. It addresses many of the UI improvements for admins It gives power to the end users It is much more beautiful and intuitive. The design is very thoughtful to hide complexity from the end users/admin but at the same time not compromising on configurability. That combination is rare to achieve. Preview functionality of the customer journey AND preview functionality for the views Addressing the complexity on the relationship 360 view and hierarchies The ability to add logo of the customer in the C360 Smart improvements to the UI to show configuration options such as bringing Timeline to the main view.
How is People Mapping Working for Folks?
Hey GS Fam! Interested in people’s experience with People / Person Mapping in Gainsight? Any success stories you would like to share? Or features your team just absolutely LOVES? Or What are some gaps in the functionality that doesn’t allow value to your org? Thank you in advanced! Andor
Hi everyone,We experienced an issue last week with Gainsight when an email was sent to someone who had passed away and was received by a user that had taken over this role, but the email they used remained the same and this understandably caused a bit of upset.For a bit of context we load to people via an S3 file that pulls in all of our active users (staff members that work at the school) and it is updated daily. The rule that loads to people also runs on a daily sync so new users are added each day.However in this particular example as the user was no longer active, they are no longer included in the S3 file.After raising a ticket with support it seems that Gainsight only has the functionality to update/upsert information, but there isn’t necessarily a way to set up a rule that says if a user is no longer included in the S3 file to set them as email opt-out or set them inactive.I was wondering if anyone else has experienced a similar situation and if so, how have you approached this?
Issue with lightening UI
Hi Team, Because of the following reason the Scorecard 2.0\Success plan section is not showing completely when using gainsight in lightening mode Screen size Salesforce header can’t be hidden in lightning. C360 header and scorecard history bar also consuming space giving less than 20% of the vertical screen space for the timeline component. To fix the issue we need a change to the UI design.Do we have any plans of improving the UI view in lightening in future coming releases ?
Filter as “Active” for ALL users that use that C360 view (Default view)
We got an ask from Cody Nichols (CommVault Systems, Inc.). They want to put a filter on the "Person" within the C360 view on an attribute of Active (true or false) however they don't see any options to filter the person as a default view for their end users.
Smart and Predictive scores
https://www.gainsight.com/blog/creating-a-balanced-scorecard-in-gainsight/ I saw your blog but I couldn’t find the Smart Score or Predictive Scores in Gainsight, we have implemented Scorecard 2.0 Will someone be able to help us locate the exact setting we need to make to invoke Smart or Predictive Scores?
Quick Reference Guides for Entering Sentiment
Hi Ya’ll! Good Morning, Happy Thursday! I am new to the Gainsight Family, still learning the best ways to maximize the system. We are asking CSMs to update Sentiment on the C360 scorecard. Have any of you developed best practices for entering and keep this up to date? Any examples of Quick Reference Guides you company has created? Also, does your company only allow CSMs to update the sentiment? We are determining, specifically for the tech touch customers, what the cadence should be for update and who should be asked to update Sentiment. Any thoughts are appreciated! Thanks, Justin
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