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

442 Posts

kate_green
Team Captain
kate_greenTeam Captain
asked in 360 Company & Relationships

Add Company Logo To All Snapshot Slides

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]

7
sai_kumar
Shoshin
4 years ago
bill_davis
bill_davisRegistered User
asked in 360 Company & Relationships

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?

2
azhar_uddin
Shoshin
4 years ago
spencer_engel
Golden Ruler
spencer_engelGolden Ruler
asked in 360 Company & Relationships

How do you indicate a task is owned by a customer in the Gantt Chart view?

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.

3
jake_ellis
Gainsight Employee: Team Captain
4 years ago
darkknight
Grand Slammer
darkknightGrand Slammer
asked in 360 Company & Relationships

Account Hierarchy with custom lookup field?

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]

10
lori_austin
4 years ago
alexis_pozos
alexis_pozosRegistered User
asked in 360 Company & Relationships

Success Plans - Trending Overdue

For Success Plans, is there a definition for what classifies an objective as trending overdue? 

1
faust_belarmino
Veteran Rookie
4 years ago
tim_harper
tim_harperRegistered User
asked in 360 Company & Relationships

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?

2
lila_meyer
Gainsight Employee: Grand Slammer
4 years ago
niki_olmstead
Shoshin
niki_olmsteadShoshin
asked in 360 Company & Relationships

Customers with/without Success Plans

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?

1
lila_meyer
Gainsight Employee: Grand Slammer
4 years ago
mike_sasaki
mike_sasakiRegistered User
asked in 360 Company & Relationships

How do I share gantt chart with my internal team?

I'd like to share the gantt chart with my internal team.  Not all of them have gainsight accounts.

1
lila_meyer
Gainsight Employee: Grand Slammer
4 years ago
allison_elmer
allison_elmerRegistered User
asked in 360 Company & Relationships

Bug- "Refresh Score" Pop-Up Disappears When Clicking

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]

1
aditya_marla
Shoshin
4 years ago
ganesh
ganeshRegistered User
asked in 360 Company & Relationships

Add hover over health score to C360 (as it is in R360)

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? 

3
ganesh
4 years ago
shiv_kumar_katiyar
Gainsight Employee: Team Captain
shiv_kumar_katiyarGainsight Employee: Team Captain
asked in 360 Company & Relationships

[Enhancement / Query ]Scorecard assignment

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

1
sarah_kiani
4 years ago
allison_thomas
allison_thomasRegistered User
asked in 360 Company & Relationships

Column Order in Scorecard Mass Edit Report

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?

1
azhar_uddin
Shoshin
4 years ago
hitesh
hiteshRegistered User
asked in 360 Company & Relationships

[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 !

1
alexa_rosen
4 years ago
rona_yang
rona_yangRegistered User
asked in 360 Company & Relationships

Explanation of the scorecard

Can someone please explain to me how the scorecard is calculated. Are the lines the average for that week and the big dot is the average for the current week? Or is the big dot an average of the prior weeks?  Also, I understand that the arrows are supposed to be trends, but I'm not understanding - like the below shows a downward trend but all of them are red and have the exact same score of 50, shouldn't it be a side arrow?   [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180801-99569-vv86ym-Sephora_-_Sng___C360_inline.png[/img]

3
aditya_marla
Shoshin
4 years ago
katerina_nemcova
Team Captain
katerina_nemcovaTeam Captain
asked in 360 Company & Relationships

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

2
katerina_nemcova
Team Captain
4 years ago
faust_belarmino
Veteran Rookie
faust_belarminoVeteran Rookie
asked in 360 Company & Relationships

Access to Editable Field on the Plan Info Section

I configured a field on the Plan Info tab to be editable. However, I found that some CSMs can edit that field and some CAN'T. Is there another place in the settings that controls who can edit an editable field on the Plan Info tab???

7
karl_rumelhart
Gainsight Employee: ACE
4 years ago
ky_powell
ky_powellRegistered User
asked in 360 Company & Relationships

Is there a way to change the summary widget on the C360 page?

Can I edit what is shown on the C360 page summary or is it defaulted?

6
B
4 years ago
sarah_kiani
sarah_kianiRegistered User
asked in 360 Company & Relationships

Healthscore Breakdown by CSM

I am trying to build out a pie chart for each of our CSMs that show the percentage breakdown of their red, yellow and green accounts. However, the Scorecard Fact data source doesn't allow grouping (not possible to add fields in the "By" section). What data source can I use to accomplish this? I see GS scorecards and Account Scorecard History among other options, but I am confused on how these are different and which one would be the best to use here. 

9
sarah_kiani
4 years ago
marcelo
Shoshin
marceloShoshin
asked in 360 Company & Relationships

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?

2
marcelo
Shoshin
4 years ago
kate_green
Team Captain
kate_greenTeam Captain
asked in 360 Company & Relationships

Workaround For Out of Order Labels on Scorecard Chart

I have created some charts showing the breakdown of health scores by Success Package type and yet the scores are not displayed in order.  How can I get them to go in the correct order, as configured in the Scorecard administration page.  Additionally, the labels in the key for my scorecard bar chart shown below are out of order.  Does anyone know of a work around (besides naming them "1-Watch", "2-Neutral", "3-Good", "4-Great") [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180710-6198-et2ogk-2018-07-10_10-57-31_inline.jpg[/img] Thanks!

5
kate_green
Team Captain
4 years ago
kate_green
Team Captain
kate_greenTeam Captain
asked in 360 Company & Relationships

Scorecard 2.0 UI Questions

I have two questions about the Scorecard 2.0 UI 1. We noticed that when you hover over a score (either a Measure score or a rolled up score), the word "Label:" precedes the label.  This to us seems unnecessary and doesn't look quite "finished" - can the word "Label" be removed in any way?   [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20171109-127696-xey26k-2017-11-08_15-46-11_inline.png[/img] 2. We have defined descriptions for each Measure but those descriptions don't appear anywhere in the UI (from the CSM point of view).  Should these descriptions pop up when you hover over the measure within the Scorecard view? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20171109-94004-1f70gao-Measure-description_inline.png[/img] Thanks!

13
dan_ahrens
ACE
4 years ago
james_whitehead
james_whiteheadRegistered User
asked in 360 Company & Relationships

Individual Product Cards in the C360?

Good Afternoon- Something I haven't been able to find a resolution to: We have 3 Products (let's call them Product 1, Product 2, and Product 3).  The questions are: [b]Question 1:[/b] Can we have individual C360 Product Cards for each different product?  We would like the following data to be in each individual card: Card 1: Product 1 - Product 1 Contract Value - Product 1 Expiration Date Card 2:  Product 2 - Product 2 Contract Value - Product 2 Expiration Date Card 3:  Product 3 - Product 3 Contract Value - Product 3 Expiration Date [b]Question 2:[/b] Also: We would like to only show the appropriate cards for a C360 when the appropriate SFDC field shows as 'Active' for each individual products (and make the cards hide when the approrpiate SFDC shows "Expired/Cancelled". Are either of these possible?  Is there documentation that I missed? Thanks! -Jim

8
karl_rumelhart
Gainsight Employee: ACE
4 years ago
olavo_zapata
olavo_zapataRegistered User
asked in 360 Company & Relationships

Best way to insert records to GS Relationship Object

Hi guys, Recently I enabled the Relationship in our production and I have some doubts about how we could create our products in the Relationship Object. Currently in the relation of 1:1 (1customer: 1Product) we put the information of the product in Contract Object but to use in Relationship we will migrate it. My question is, what would be the most performative way to launch the records in Relationship? 1. Bulk API 2. Rule Engine 3. APEX Triggers / Class 4. Is there another option? 1. Today our API already creates the account and creates the contracts with the product information. We would have to do an extension to also insert into Relationship. 2. I have seen through your documentation that you are always guiding by rules. However, I see that by rules we can make a delay in our chain queue. 3. By apex, we can create a trigger that fires whenever a contract's record of Product type is created to replicate to the relationship. I have no idea of this performance, but it would allevia

3
karl_rumelhart
Gainsight Employee: ACE
4 years ago
betsy
betsyRegistered User
asked in 360 Company & Relationships

Edit Performance Coaching Schedule

It would be great to have the ability to edit the Performance Coaching Schedule from the Attributes page. Currently, the option is grayed out. 

3
sai_ram
Grand Slammer
4 years ago
james_whitehead
james_whiteheadRegistered User
asked in 360 Company & Relationships

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

2
james_whitehead
4 years ago

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