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.
- 443 Posts
- 1,400 Replies
Join Rows based on account ID
Hi Team,I have a scenario where I need to join rows based on account IDHere is the dataset:Account ID Site_name 1 Google1 Yahoo2 Linkedin2 Indeed2 Gmail Output expected:Acccount ID Sitenames1 Google, Yahoo2 Linkedin, Indeed, GmailHas anyone experienced this use case.Looking forward to hear some solutions
Time Measure to current health score to remind Reps to update score
IS THIS FEASIBLE in GAINSIGHT ?? [Can we add] a time measure to the Current Product Health scores so that reps will be reminded to update the score if things have changed (example: 3 months after modifying the score, get a reminder to update score if needed). It would be great if GS could send an automated email to the Renewal Rep on file with a link to the Current Product Health for that account in GS so they can update and provide notes. Is this something that GS would be able to do?"Open questions, awaiting replies from Pete:a. Current health, technical risk, or both?b. What is the time measure value for a health score expiring and becoming stale?
Is it possible to pull reports on the free text widget in the Summary section of C360?
Is it possible to report on the free text widget you can add to the Summary section of C360? CSMs have mentioned it would be great to have their notes and a Modified Date captured somehow (i.e. in case of accidental erase)
Ability to exclude Lifecycle Stage from Customer Health Score once a customer moves to another stage and re-allocate that %
Request to determine the ability to exclude Implementation from the the Customer Health score once the customer is in Operation/Expansion and potentially reallocate that % to another metric.
Fields that are not locked are not editable from C360
We have fields that are not locked fields on the account like Decision Maker Relationship which can be edited by all CSM's in Salesforce. But when I pull it into C360, it become locked and unable to edit. Is there a way I can fix this? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180223-62972-1fwkywm-Screen_Shot_2018-02-22_at_6-07-00_PM_inline.png[/img]
Relationship Associated Fields limit being caused by JSON text string
Hi Jennifer,[u][/u][u][/u] [u][/u] [u][/u] Please find below a quick summary of the JSON query issue. Please let me know if you have any questions or need any additional details.[u][/u][u][/u] [u][/u] [u][/u] [list] [*]For each offer there’s a corresponding record in the “Relationship Type” object (e.g. NGFW, ISE, etc.)[u][/u][u][/u][list] [*]In this object, there is an “Attributes” field that stores a JSON query (please refer to screenshot below)[u][/u][u][/u][/list][/list] [u][/u] [u][/u] [list] [*]When fields in the “GS Relationship” object (R360) are associated with a Relationship Type, the field’s label and API are added to the JSON query and stored in the “Attributes” field[u][/u][u][/u][/list] [u][/u] [u][/u] [list] [*]The “Attributes” field is a long text area type field with a maximum of 32.768 characters, the maximum allowed by Salesforce[u][/u][u][/u][/list] [u][/u] [u][/u] [list] [*]As more “GS Relationship” fields are associated with a
Rename Relationship Type
We renamed our relationship types after we initially created them. But the Data Spaces that were created are still showing the original Relationship name. Is there a way to change them? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170421-119657-9q1g7p-Relationship_Types_inline.jpg[/img]
Account Hieararchy: When scrolling enabled on C360, can columns fit the width of the page?
When scrolling is enabled on C360, can columns on the account hierarchy section fit the widget of the page - at least when there are a small number of columns displayed? FYI - In the demo org, the columns fit when scrolling is not enabled.
Degrading Health Score
We are crafting v2 of our Health Score and some of our score components have a few variables at play. For example, the Support score is looking at # of cases, how long they've been open, and how many get re-opened, etc.. These things could compound to give a customer a bad experience. [i]Is it possible to write a score rule that would allow that scorecard component to start at 100 points and degrade based on things happening? For example: Start customer at 100 points - 5 points for every case opened for more than 20 days - 30 points for every escalated case - 5 points for every case re-opened in the last 90 days If a customer has a combination of things happening, their score would be low to reflect that.
Tracking Customer Feedback in Gainsight
We would like to use Gainsight to track customer feedback. We practice a closed loop process in which customer comments are captured, acted upon and then the response is shared back with the customer. Does anyone have a procedure on how to use Gainsight to track customer feedback and report on it later. For example, if a customer has a feature request, I want to document the request, notify the product management team and then let the customer know what the PM team says about the feature request. I'm think that there must be a way to use CTAs for this, but I would like to know if someone has figured out a good way to do this yet.
C360 Summary fields don't scroll
Heads up for the product team -- the fields in the C360 Summary pane do not scroll, which is bothering the dickens outta me: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160829-40806-1ke5cey-Image_2016-08-29_at_11-17-55_AM_inline.png[/img]
Set overall score based on one scorecard measure
Is there a way to set the overall health score based on only 1 component. We have a subjective measure called "State of Customer Relationship". We have the case where if a CSM sets that measure to RED the overall health could automatically be set to RED as well - this would allow us to bring to attention and flag certain accounts adhoc. We'd like to be able to do this without having to increase the weighting %.
Last Modified Names on Scorecards are Abbreviated
Customers have brought to our attention that the names on scorecards used to show "Last Modified By" are usually abbreviated. Often, just a first name is shown. In Orgs that have multiple people with the same first name, this can lead to confusion, time spent hovering over the text to figure out which Logan was the one that made the last change! [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160914-30572-1oqrau0-Snip20160914_7_inline.png[/img] [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160914-71504-rnvzit-Snip20160914_8_inline.png[/img] (From Trial Org) Sometimes though, the name shown can be reduced down to just the first letter, depending on the length of the text preceding it. This isn't really useful information at that point. Could there be a setting that enables the full name being displayed? Perhaps by "wrapping" the text to include a second line if necessary. Thanks for your time. Take care! -Lo
Scorecard 2.0 Comment Errors
We use a Scorecard 2.0 dashboard for a monthly meeting to evaluate customer health and next steps. CSMs use the Sentiment measure to record comments about the current situation and then we use the Watch List Next Steps metric/comments to record the next steps. Recently, I have noticed a [b]LOT[/b] of errors when trying to update or simply view metric comments (i.e. complete deletion, reverting to old comments, or pulling comments from other accounts and columns, not sorting correctly). We use these comment fields to update related SFDC fields to flag to exec so it can be really frustrating to backfill when stuff is deleted or messed up. To prevent this, I find myself having to constantly copy and paste to make sure we don't lose old notes. Is this a known issue?
Does current Account Hierarchy feature solve your roll-up needs?
Hello all, We are currently researching into ways to improve Account Hierarchy feature and see how we can better serve our customers. I would like to reach out to all GS users who have configured Account Hierarchy feature or use it to gather insights of the accounts. We are looking for [list] [*]Current problems that Account Hierarchy currently not solving for you? [*]Lookups that are currently not supported which would better help manage your clients [*]UI Enhancements you would recommend. [/list] Your inputs would help us decide the direction we need to take for designing better experience around Account Hierarchy feature.
[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 !
Are there still plans to overhaul/improve the Success Plan UI?
I've seen mentions of this in other community posts, but no real update on the matter (I believe). We're piloting Success Plans with our CSMs right now and are really keen for them to adopt, but so far there's a pretty large barrier to entry for them just because they find the whole interface (including when a template is implemented with many objectives and tasks). They suspect customers will find this overwhelming as well. Is there an update?
Customer 360: Usage Adoption: Normalize percentages do not display when Normalize and Milestone both selected
I observed today that when I am using the Usage Adoption tab on the Customer 360, and I have selected both Normalize and Milestones in the show criteria, when I hover over a data point, the normalize percentages do not appear in the weekly details: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160403-14228-q0bbfk-MilestoneChecked_inline.png[/img] If I uncheck the Milestone field, the normalize percentages DO appear in the weekly details: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160403-101007-j6ncry-MilestoneUnchecked_inline.png[/img]
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