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
How will Person/People Mapping exist with Sponsor Tracking?
Hello, Can you please share the roadmap for how the new Person/People Mapping feature will exist with Sponsor Tracking in the 360? Will both continue to exist? It seems like Person/People will solve for many enhancement requests that were originally requested under sponsor tracking, so was unsure if Sponsor Tracking will still remain and how it is intended to be used in conjunction with the now new Person Funtionality available? If they continue to both exist, what are the main differences between the two? - My understanding from researching sponsor tracking is it has the ability to generate a CTA when there is a change inthe sponsor, and so that is a unique feature that will not exist with Person/People map, although both can link to the linkedin profile? - Sponsor tracking also is limited to tracking SFDC Contacts only, whereas Person allows you to add external contacts that are not dependent on SF. - Sponsor tracking also integrates with Journey Orchestrator, whereas person
New Scorecard UI not showing history tracker when values are 0
Noticed that when a measure has been a 0 it doesn't display the history tracker: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190212at10-19-20AM-ea68829b-0f23-4176-9fe9-731d23127929-708748546.png[/img][img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190212at10-19-08AM-c4cb0528-789d-400a-ad9d-13898f5e55e9-1389307064.png[/img] For us, 0 is a valid score value. Important for CSM to see it's been 0 for the last 12 weeks. I'm also going to use this opportunity to express my displeasure (again) that the measure names still show as truncated, even in the new UI. [url=https://community.gainsight.com/conversations/scorecard-measure-names-truncated-on-c360-in-520-release-5bec83d3e4b097e2ae8aaff5]https://community.gainsight.com/conversations/scorecard-measure-names-truncated-on-c360-in-520-release-5bec83d3e4b097e2ae8aaff5[/url] Can they not be wrapped?
Exporting Scorecard details for a single customer.
I'm looking for a way for our CSMS to have an exported score card for a single customer. The CSMs like to use the scorecard in thier meetings with executives and sometime the customer. Does anyone have a way to pull the scorecard for a single customer?
"Most recent" filter in Scorecard fetch
Posting on behalf of customer! When pulling from the Scorecard History tables in MDA, it'd be helpful to have a "Latest" or "Most Recent" option when filtering for the Snapshot Date, to ensure that customers are getting the most recent data when pulling the data for rules or building reports!
Can't see field path in c360/r360 layout
If you go to c360 or r360 and edit the attributes section you can see that you can rename the field to whatever you would like. Which is great! However if I want to use the field in another area after renaming it or if someone else comes through and tries to add that field (now renamed) to the summary for instance, it cannot be found and the field path is not displayed In this image I renamed Account - CSM > Super duper example [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Image20190618at2-01-10PM_1-cbbc8a8f-e882-45ce-8879-d1246aa358a3-274866425.png[/img] After saving there is no way to tell what that field name is referencing If I go to summary I cannot find my field [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Image20190618at2-03-01PM-1221e01d-6b20-4b92-9b55-87c7f8acc80e-1580170777.png[/img] I think it would be super helpful to show the original field name and or path so that it can be referenced again.
Loading the Survey Responses tab from external surveys
We are fairly new to Gainsight and just renewed a contract for a survey provider before we purchased. We have successfully loaded the NPS Responses object that displays in the C360 as well as the summary on the C360. However, we do not know how to populate the Survey Responses Tab. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Gainsightsurveytab-87c11071-b07c-498e-a16a-fbaf25e31592-1084937424.jpg[/img][img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Gainsightsurveytab2-4e409123-b533-4ddd-861d-913f33d070db-724776984.jpg[/img] We are looking to use the survey functionality of Gainsight later this year when our annual contract expires.
Manual Relationship Addition - UI Cut off
When going to the C360 and manually adding a relationship, the name field only allows for you to put in 40 characters max. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/unnamed1-26f7b282-c5f2-4a9f-bb16-53fc63ca22a4-1796555436.png[/img] For example, we've tried to add one with a name of REFERENCE ADM Project and Portfolio Management. But you'll see that it cuts off the last 6 characters because of the max in the UI. When inserting these from data loader, it allows longer because the length of the Name field is standard length of 80 characters. This really makes the manual relationship add unusable when you have long names, so hopefully we are able to resolve.
Who should attend Gainsight
Hello fellow Customer Success enthusiast!We had a great discussion on our table and obe person asked the question:Do we have the right people at Gainsight Pulse event? " Are we preaching to the converted and should we actually ensure we take Sales, Product Management and other functions of your organisation to attend with CSM's so they really see the value of CSM and understand the challenges? Isn't customer successs everyones business?
Feedback for Person Beta
Summarizing feedback from CSMs and Account Executives who tested this feature: 1. You can update the linkedin profile on the list view or hierarchy view by manually putting in the URL. If this feature integrated with sponsor tracking and automatically populated that information in that would be helpful to reduce administrative burden. Can you confirm whether this area speaks/writes back to each other if the contact you are adding to the person beta, is also someone who already is listed in sponsor tracking and has their linkedin profile associated 2. When you manually add the linkedin profile to the org chart/people map, it doesnt appear to write back to the list view. We had to go to the list view and manually add it there. 3. The difference between title and role is unclear in terms of where exactly that inforamation pulls from. We associated linkedin profiles to our contacts in people maps, and neither title or role populated in the hierarchy view or the list view 4. It would
Add fields to company section for scorecard applies to
Is there a way for me to add more fields into this section of Scorecards 2.0? There is a field from the account that I would like to pull over. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190115at11-02-03AM-eb550ab6-11ce-41d6-978e-9ab94b5f5050-1956718380.png[/img]
Is it possible to make the new summary scorecard view the default view over lists?
Would like to be able to make the new scorecard summary view the default. Right now, without getting the team to toggle between each, I'd like for them to use this new view. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190205at4-03-34PM-7d851b82-f90a-49d0-be81-8d08e9bd1333-1812733340.png[/img]
Which Contacts comes in the list of "Track Contacts" under Sponsor Tracking
HI Team, Which Contacts under an Account comes for “Track Contacts” table under Sponsor Tracking. I am using Sponsor Tracking in one R360 (Relationship Level) and when clicking on +Sponsor then only 7 out of 29 contacts (under the Parent Account) comes in the “Track Contacts” table. Wanted to know how Gainsight filters to show limited number of contacts under the parent Accounts. Thanks!
C360 Jumps to Sections
Does anyone else notice that when you visit the Customer Success 360 page for a certain account, that it jumps or scrolls to certain sections on the page regardless of where you click into? It's happening where it also returns to a certain widget halfway down the page when I'm trying to see other widgets instead...
Rich Text Area field in C360 - Hide customization box and extend field option
I have a customer that is finding it difficult to type into the boxes on C360 due to the extra edit options for rich text fields taking up a large portion. We would like the ability to either remove this box or hide and to also expand the fields to type in. For example, the field you can see called "Client Sucess Manager" has the option to expand but not the RTA Fields of "Reason Given.." [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Image20190301at10-51-27AM-2bee8357-1aea-41ca-8749-0f41ec87ee61-711823879.png[/img]
Displaying data in 360
Heya, Relativly new to configuring Gainsight but I am investigating how to display ticket data for our accounts. I have the data ingestion happening through the S3 into a specific object. But is there a specific section that I can use within the c360 to display the support data? (this has to be ingested via s3 as we are using Freshdesk so there is no standard connector) Chris
Integration of Salesforce standard reports and other External Links
HI Team, we are in midddle of development and we have a issue which is holding us back. We are trying to integrate a salesforce standard report into the C360 section and it seems that it is not possible. Also we tried to access other external links( google.com) Can anyone here advise if its possible or is there any alternate options for the same. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/IntegrationissuesSFDCstandardr-67c54800-d7d2-4d19-a871-0455183e1754-96236324.jpg[/img] [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/GSintegrationissues-2da09da8-6882-4989-91dc-31604fd200c5-1763789333.jpg[/img]
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