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.
- 435 Posts
- 1,382 Replies
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".
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]
Rolling up Relationship Health to Customer Health
We have implemented Relationships and have built measures and scorecards for our products. I'm trying to determine how we use these relationship scores to rollup to the Customer Health. Our customer health is going to be a combination of the Relationship score(s) and a few customer specific measures. I looked at the "Scorecard Fact" object from Native Data, but that looks to only contain Customer scorecard Metrics. Is there an object that contains Relationship scorecard metrics?[img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170928-37418-a58mth-Rule_inline.png[/img]
Scorecards - Historical Tracking
I was reading through the "[url=https://support.gainsight.com/Product_Documentation/Scorecards/Admin_Configuration/Configure_Account_Scorecard_History]Configure Account Scorecard History[/url]" GainsightGo article and I had couple questions. [list] [*]How can I see if my snapshot will be every week or month? [*]Where is this stored in the usage? [*]Is there a configuration connection step in SFDC that I was supposed to perform? [/list]That article lead to another GainsightGo article, "[url=https://support.gainsight.com/Product_Documentation/Scorecards/Admin_Configuration/Configure_Account_Scorecards]Configure Account Scorecards[/url]". Under the Validity Period Example header, there's a snapshot of a group of scorecard measures. The snapshot shows a color for each of the measures and each color is accompanied with a score (#) and an arrow indicating if it's up or down from last time. Is there a way I can enable the score (#)? I have the color and the arrow, but no score (#).
Can't add time to activity custom date type field
We have a customer activity created for our CSMs to track customer's production roll-out activities. In this activity, among other fields, we have the start date (leveraging the Activity Date field which already enables you to enter date and time) and then we created another field called "Roll-Out End Day" that will be used to document when the change window finishes (date and time). The problem is that for the end day field (the one we created) we can enter a date but wehn trying to enter time (hh:mm am/pm) we get an error. If we remove the time it saves it but we couldn't set the time. On the reports it shows as a day plus time (which I think it is assigned automatically based on the time at which the activity was created. Any ideas if this is currently supported and if so, what time format is expecting in the date field?
Decimal Values in CS360 Summary Section Widgets
We are trying to have a number field with decimals as widget in summary section of CS360. When we have as Widget, it is just showing number without decimal part. Can't we have decimals in summary widgets? If so, are there any plans to have this ability in near future?
Scorecard 2.0 trend data on a monthly basis
We have accounts where information is only updated on a monthly basis. This makes the scorecard 2.0 trend look odd with blanks each month except for the first trend data point of each month. Can there be a way to set the frequency that the trend snapshots is set?
Success Plan Gantt chart display
By design the Gantt Charts will display for all tasks and objectives. Then when you expand and condense the objective "Gantt Chart" will disappear for that objective tasks which we know. The customer that brought this to our attention would like for when you condense the objective that the "green line" also get condensed. I do agree with the user as if you condense something, related content should respond also. Image attached is the condensed view [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20171215-108154-1n4aalz-Snip20171215_24_inline.png[/img]
Attributes truncated from Rich Text Field type
Hello Team, When I upload HTML in a rich text field type it is truncating some tags. For example: The column in CSV contains: "<a href=""[url=http://www.google.com%22%22/]www.google.com""[/url]; target=""_blank"">Click to open chat</a> When uploaded to gainsight it truncates the target tag and leaves it with the href tag. Regards, Jahnavi
Shared C360 - Control on date formatting
Does the Shared C360 support date formatting? I have added two date fields to the Shared C360 view, but the two fields are fomatted two different ways: One field is formatted yyyy-mm-dd Another field is formatted mm/dd/yyyy They are the very same fields I have added to my 'in-platform' C360 where both fields follow my desired mm/dd/yyyy format. I have not located a way to control the formatting of the date.
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.
Sponsor Tracking: pasting in linkedin urls
I'm updating a support article on Sponsor Tracking and Elaine reports that, "[i]I think we need to acknowledge that some LinkedIn URLs cannot be found even after they are pasted...I believe that's because the contact does not have a "public Linkedin profile" but we should confirm with product that's the proper way to represent that in our documentation. I get the question all the time about the links not working even after you paste them directly from LinkedIn." Can someone from product confirm this is the reason some linkedin url's can't be pasted in?
Subscription ID when syncing to SFDC Activity
Our CSMs are logging activities on the Relationship 360 timeline, which links to our Subscriptions in SFDC. While we are able to see the activities on the Account level, we also want to be able to sync the activities back to the subscription, as an account can have more than one. This is not currently a functionality, but we'd like to add the ability to add this field when syncing a relationship timeline activity.
Is there an ability to customize / configure the Customer Tab header ?
Under the Customer Tab, there are four main metrics displayed; ARR, num of customers , MRR and Users. Is there a way to change what is displayed at the top, perhaps remove MRR since we only use ARR ? Or add a customer specific data item that can be summed up from all "my" accounts ?
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?
Related List MDA Data Sources on Share 360
I'm not clear on which MDA Data sources are allowed to appear under the Related Lists option for the Share 360 Layouts. I see some, including one that's Custom, not Standard, but most of the MDAs do not appear. We structure most of our reporting off these Custom MDAs so having this clarified would help us share our data. Could someone provide some insight into how these sources populate here? Thanks!
Existence of Active Success Plan in Health Scorecard?
Hello! One of requirements for a specific team CSMs is to have a strategic business plan in place for each customer. These plans are tracked via Success Plans and are called JBP. Is is possible for this to be a part of a healthscore (scorecard 2.0) i.e. track whether there is a success plan present in C360 (it must be set to active and Success plan Type = JBP)? the logic here is that if no JBP plan is found, then Healthscore will be reduced to zero. If plan is present then HS = 100. Can his be achieved? Thanks Katerina
What is the best way to create a checklist in C360?
What is the best way to create a checklist in C360 please? We need our CSMs to go through a questionnaire/checklist for each account that is in danger of churn. They will also need to create a churn prevention plan using Success Plans but the first step is to complete a checklist with pre-set questions & options. This should be somewhere in C360 and ideally automated e.g. if a customer becomes at risk of losing a service, this checklist will be sent to the relevant CSM (or CTA will be flagged). I thought of using Surveys as the multiple choice/ questions structure fits what we need but CSM also need to be able to edit this checklist and tick things off as they go - the workflow here starts when the churn is rumored and finishes when it is either prevented or lost. Managers will also need to see some basic insights/analytics from the answers provided. Has anyone done something similar? Thanks in advance!
Sponsor Tracking: View Contact
Is there a way to add a field to the Sponsor Tracking section that will just let you view the contact? Or a way to include the eyeball? We have a link on the Contact that we want the CSMs to be able to access via GS, but it appears that in order to do so, I'll have to create a separate widget for Contact instead of using the Sponsor Tracking widget.
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