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.

  • 458 Posts
  • 1,437 Replies

458 Posts

mark_b5a12a
mark_b5a12aRegistered User
asked in 360 Company & Relationships

How to configure the Features section in C360

I'm looking for instructions on how to configure the standard Features section in the C360. I don't see any configuration settings in it nor can I find anything about it in the GS documentation. Any tips appreciated. 

1
rajesh_gande
5 years ago
Angela.Felicissimo
Angela.FelicissimoRegistered User
asked in 360 Company & Relationships

Clone Playbooks with Email assist tasks

I need to clone playbooks from Account level to relationship level. Most of my playbooks have email assist tasks included. Why can't I clone these playbooks given that they are going to use exactly the same email templates?

3
reneehouse
Shoshin
5 years ago
kerry_oconnor
kerry_oconnorRegistered User
asked in 360 Company & Relationships

Export "Plan Info" tab into Success Plan Powerpoint

Hi - I love the idea of the success plan and how I have the ability to export the PowerPoint to my email. However, I noticed that only some of the information from the "Plan Info" tab is being exported onto the first page of the PowerPoint. Is there a way to get all of that "Plan Info" information onto the document or does it only have the ability to pull the "description" box? Thank you in advance!

12
cameron_wright
Gainsight Employee: All Star
5 years ago
ben
Shoshin
benShoshin
asked in 360 Company & Relationships

How do you apply a scorecard to a single account?

We are attempting to update our health scoring system to the DEAR model from Gainsight Elements. I have it all made up, but I’d prefer to test it on a handful of accounts before applying it to the other 15,000. I am trying to use the “Applies To” section of the scorecard settings, but it cannot seem to override the default one. Maybe it’s me, or is here something I’m missing? Has anyone done this sort of transition with 2.0?

4
kate_green
Team Captain
5 years ago
jackie_cofield
jackie_cofieldRegistered User
asked in 360 Company & Relationships

Can you save and report on health score comments?

There's an interest among some on my team to maintain all health score comments, which we update for each customer weekly.  Is it possible to retain all of these and report on them?

3
jackie_cofield
5 years ago
cmultanen
All Star
cmultanenAll Star
asked in 360 Company & Relationships

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?

1
dan_ahrens
ACE
5 years ago
minh_phan
Gainsight Employee: Veteran Rookie
minh_phanGainsight Employee: Veteran Rookie
asked in 360 Company & Relationships

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

1
minh_phan
Gainsight Employee: Veteran Rookie
5 years ago
sewar
sewarRegistered User
asked in 360 Company & Relationships

Account not found on GS -Al Jazeera Finance

I can not find : Al Jazeera Finance in GS , on AAT it is showing under Aljazeera sports Channel which is wrong.

0
sewar
5 years ago
ed_lim
ed_limRegistered User
asked in 360 Company & Relationships

Ability to upload Success Plans to Altify

Hi Community -- first Poster here. We are in the planning phase of Gainsight integration. One of the business requirements is the ability for Success Plans to be uploaded into Altify, an account application that is also a Force.com app. I'm curious to know if anyone in the community has done an Altify integration and what lightweight non-dev solutions are available for us to consider. Thanks!

0
ed_lim
5 years ago
logan_t
Shoshin
logan_tShoshin
asked in 360 Company & Relationships

C360 Report Section Size

Hey Teams, This is Logan from Support. We've heard a few requests for some added configurational options on C360 sections. Specifically; when reports on C360 sections have little data, they are accompanied with an unattractive amount of "white-space". (Example from my demo Org below) [img]https://gainsight.zendesk.com/attachments/token/eugQ94zZlKbsIpQoTrcnGMpu1/?name=inline-529668629.png[/img]​ Our customers have expressed their desire to be able to adjust the space for reports on the C360 to at least minimize the amount of wasted space like in the above scenario.  Thanks for your consideration.  Logan Thome

7
melissa_i_959be6
5 years ago
michael_sweeney
Veteran Rookie
michael_sweeneyVeteran Rookie
asked in 360 Company & Relationships

Field Limit Configuring Relationships

Ran into an issue with a customer where Relationship Data Spaces are not being created. We are seeing this issue because there is a field limit of 100 fields including the ones created from the Data Space. Customer would like to know if we have any plans to raise that limit in the future? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180423-120677-1wx5hta-Snip20180423_68_inline.png[/img]

0
michael_sweeney
Veteran Rookie
5 years ago
kate_green
Team Captain
kate_greenTeam Captain
asked in 360 Company & Relationships

Ability to limit permissions on C360 or Shared 360

Is there any way to limit who can see a specific 360 layout?  For example, I want to create a layout that contains information that our CSM's don't need to know and I would want to limit the permissions to view that layout to a specific group of users.  Same question for the Shared 360 - is there a way to limit who can view/share a specific 360 layout?

6
jackie_cofield
5 years ago
dale_parent
dale_parentRegistered User
asked in 360 Company & Relationships

Set Score Error - Attempt to de-reference a null object

The issue I'm working through is similar to the one posted here: [url=https://community.gainsight.com/gainsight/topics/-attempt-to-de-reference-a-null-object-rule-error]https://community.gainsight.com/gainsight/topics/-attempt-to-de-reference-a-null-object-rule-error[/url] Last week we converted scorecards from RYG to Numeric.  The following day the null object error message was reported on a singe rule set score function (1 out of 10).  After some head scratching and excellent advice from Gainsight support I found 2 problems with that set score rule.  First, it was trying to update scores on inactive accounts because of a filtering misconfiguration.  Second, I have lingering RYG values in the Scorecard Fact object. Fixing the first problem resulted in a successful run of the failing rule... and there was much rejoicing.  Today another set score rule is failing apparently due to the second problem.  I'm not sure how rare this issue is but I thought a new

4
dale_parent
5 years ago
katerina_nemcova
Team Captain
katerina_nemcovaTeam Captain
asked in 360 Company & Relationships

Security - restricting view of a report in C360

Hello From a data-security point view, is there a way to block a view and/or exporting functionality of just one section in C360 i.e. to be viewed by only a selected group of people?  For example, we have a section in C360 called Revenue which shows a report on the products/services an account purchases. Is there a way to restrict this report to only the account owner and the leadership team, without restricting other reports, or the entire C360 to other users? Thank you Katerina 

6
nitisha_rathi
Veteran Rookie
5 years ago
britton_walker
Champion
britton_walkerChampion
asked in 360 Company & Relationships

Success plans accessible in product

We are working on creating success plans for our onboarding process. We would like to make the onboarding success plan visible in our product to any admin who logs in. This would require a url that isn't restricted by person. Can we generate a general url to paste in our product and have different people access it?

2
minh_phan
Gainsight Employee: Veteran Rookie
5 years ago
sam_buddery
Gainsight Employee: Team Captain
sam_budderyGainsight Employee: Team Captain
asked in 360 Company & Relationships

Default font on Success Plan text boxes are incorrect

When you enter text into the text boxes on a success plan (Description / Action Plan etc) the font in the panel is shown to be Sans Serif but when text is entered, it is Serif. The real UX problem here is that to change the text from Sans Serif > Serif, you need to highlight the text and change it to Sans Serif (no change) and then change it back to Serif. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180328-83202-1qwhzw5-Screen_Shot_2018-03-28_at_10-38-31_inline.png[/img]

2
sam_buddery
Gainsight Employee: Team Captain
5 years ago
tim_schukar
Shoshin
tim_schukarShoshin
asked in 360 Company & Relationships

Relationship Picklist Field Availability

Are picklists on the roadmap for available Relationship fields?  Currently, the UI only shows field types of: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180327-50073-15op25s-Screen_Shot_2018-03-27_at_12-35-14_PM_inline.png[/img] This makes Dashboard filters cumbersome by requiring users to know what the text could contain instead of doing contains and select from a picklist field.   An SFDC Admin [i]could go into the SFDC Relationship Object and create a picklist field there, but I'm not sure how that would reflect on the GS side. Any ideas how to get a picklist option in the near term?  Thanks! Tim

1
rbegley
Shoshin
5 years ago
alex_crawford
alex_crawfordRegistered User
asked in 360 Company & Relationships

Scorecard 2.0 Help Text

Hi there, I seem to be having a weird issue where [i]the help text which appears under the slider when setting a health score is only appearing for the high range - medium and low range are not displaying the help text I have set. Wondering if this is a known bug or (more likely) there's something obvious I've missed. Thanks, Alex

3
aditya_marla
Shoshin
5 years ago
joe_difilippo
joe_difilippoRegistered User
asked in 360 Company & Relationships

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.

1
karl_rumelhart
Gainsight Employee: ACE
5 years ago
manmeet_dosanjh
Shoshin
manmeet_dosanjhShoshin
asked in 360 Company & Relationships

C360 Scrolling feature issues with Success Plans tab

I didn't see another post mentioning this so I am not sure if this is a common bug or just affecting our environment.  I noticed that if the Scrolling feature is active on the C360 that it causes the Success Plan section to shrink and not display any of the information. But as soon as I deactivate the scrolling, then the success plan reverts back to normal.  I am using the Google Chrome web browser. I tried deleting cookies and cached items and that didn't fix it either. Only thing that corrects it is to deactivate the scroll. I thought I would mention this in case it wasn't brought up already! Thanks! Screenshot is below. Basically the details under the "Plan Info", "Objectives", etc do not appear and the window gets sized down so small that you can't even scroll through the details of the plan. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180312-6375-1hww1at-SuccessPlan_inline.jpg[/img]

4
H
Gainsight Employee: Rookie
5 years ago
jen_pakravan
Shoshin
jen_pakravanShoshin
asked in 360 Company & Relationships

Make the task status visible in Success Plans

My understanding is that there currently isn't a way to see the status of the tasks that sit under the objectives in Success Plans. Is there a way to add that level of visibility? It would really help with adoption of Success Plans in our org to be able to see the status without having to click into the task's details.  [img]https://d2r1vs3d9006ap.cloudfront.net/s3_images/1712144/RackMultipart20180306-62909-1i2s6jv-Screen_Shot_2018-03-06_at_5.27.22_PM_inline.png?1520375366[/img]

4
jen_pakravan
Shoshin
5 years ago
jackie_cofield
jackie_cofieldRegistered User
asked in 360 Company & Relationships

Is there a way to have different tag types

It would be nice to have different categories for tags on the C360. Like one category for at risk tags, one for integration tags (for example - we want to track every product our customer integrates us into) but we want this in a separate pick list from other at risk tags we have. 

2
jackie_cofield
5 years ago
ben
Shoshin
benShoshin
asked in 360 Company & Relationships

How is the Company object "Current Score" populated/updated?

I see that the Company object has a "Current Score" and "Previous Score", but I am not gathering how those actually get populated. I am also seeing a discrepency with some accounts who I know have changed and I know the current/historical values. Any guidance on this would be awesome! How do others monitor change in score?

4
aditya_marla
Shoshin
5 years ago
janet_h
janet_hRegistered User
asked in 360 Company & Relationships

Relationship (Customer) Search

[b]Use Case:[/b]  - Given the way that we have CSM to Account relationships setup, our Gainsight implementation is R360 focused. C360 (account level) is not currently viable for our CSMs.   [b]Current Process:[/b] - The global search is great, but the user needs to click on the drop-down and then select "relationship contains" filter.   [b]Request:[/b] - It would be great to configure what the default global search parameter is. For us, the default for all users would be "relationship contains".

5
manu_mittal
Gainsight Employee: ACE
5 years ago
ky_powell
ky_powellRegistered User
asked in 360 Company & Relationships

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]

1
karl_rumelhart
Gainsight Employee: ACE
5 years ago

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