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

jen_pakravan
Shoshin
jen_pakravanShoshin
asked in 360 Company & Relationships

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?

1
nitisha_rathi
Veteran Rookie
5 years ago
N
nate_newbykew
asked in 360 Company & Relationships

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!

3
abhishek_sivaraman
Veteran Rookie
5 years ago
katerina_nemcova
Team Captain
katerina_nemcovaTeam Captain
asked in 360 Company & Relationships

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 

3
katerina_nemcova
Team Captain
5 years ago
ankur_bhat
ankur_bhatRegistered User
asked in 360 Company & Relationships

Irrelevant information shown in C360 for NPS Surveys

For the accounts to which no NPS Survey is sent, the surveys (which are sent for other accounts) are still shown in the C360 section for that account. This information seems to be irrelevant for that Account. 

4
azhar_uddin
Shoshin
5 years ago
heather_hansen
Grand Slammer
heather_hansenGrand Slammer
asked in 360 Company & Relationships

Success Plans: Milestones

Is it possible to attach milestones to Success Criteria entered in the Objectives for Success Plans? Would be great to be able to see if you were able to achieve the objective automatically.

5
nitisha_rathi
Veteran Rookie
5 years ago
katerina_nemcova
Team Captain
katerina_nemcovaTeam Captain
asked in 360 Company & Relationships

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!

4
katerina_nemcova
Team Captain
5 years ago
heather_hansen
Grand Slammer
heather_hansenGrand Slammer
asked in 360 Company & Relationships

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.  

1
rajesh_gande
5 years ago
johnny_burtchaell
johnny_burtchaellRegistered User
asked in 360 Company & Relationships

GANTT - CTA "Created Date" doesn't match GANTT chart

Today is 9/7/2017 and I created two objectives. According to the GANTT chart they appear to have been created on 9/6/2017. Is this intentional or a glitch? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170907-75797-g4wesd-image_inline.png[/img]

2
sai_ram
Grand Slammer
5 years ago
blynn_buckley
blynn_buckleyRegistered User
asked in 360 Company & Relationships

Extend space to see full report name

In C360 > select a section on the left nav > the section title appears in the middle window, along with the report name (and a dropdown triangle if more than one report is in the section). Issue is, the full report name cannot be seen, despite the fact there is ample horizontal real estate in the grey bar.[img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170805-27934-1qort9z-Screen_Shot_2017-08-04_at_5-41-17_PM_inline.png[/img]

2
sai_ram
Grand Slammer
5 years ago
ky_powell
ky_powellRegistered User
asked in 360 Company & Relationships

A way to remove editing capabilities on a report on C360

Is there a way to remove the ability to click edit on this report on the C360? I only want them to be able to view it, not edit. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170915-13714-ven268-Screen_Shot_2017-09-15_at_11-44-28_AM_inline.png[/img]

2
azhar_uddin
Shoshin
5 years ago
johnny_burtchaell
johnny_burtchaellRegistered User
asked in 360 Company & Relationships

Account Scorecard utility to migrate Scorecard 1.0 to 2.0

My IT department is building out their own Homegrown application which extracts data from specific Salesforce objects, Gainsight objects (Customer Info, Scorecard Fact), and other 3rd party applications. If we migrate from Scorecard 1.0 to 2.0, will IT have to reconfigure any of the Scorecard fields or Scorecard objects they're already using?

1
dstokowski
Gainsight Employee: ACE
5 years ago
ankur_bhat
ankur_bhatRegistered User
asked in 360 Company & Relationships

Irrelevant information shown in C360 for NPS Surveys

For the accounts to which no NPS Survey is sent, the surveys (which are sent for other accounts) are still shown in the C360 section for that account. This information seems to be irrelevant for that Account. 

3
hayley_ballerini
5 years ago
mmccluregainsightcom
mmccluregainsightcomRegistered User
asked in 360 Company & Relationships

Allow comments on the overall score in 2.0 when an exception is used

For the new exception feature in Scorecards 2.0 it would be most beneficial if we could add a comment or a tag to the overall score in cases where the exception rule has been used. 

1
abhishek_sivaraman
Veteran Rookie
5 years ago
nicole_alrubaiy
nicole_alrubaiyRegistered User
asked in 360 Company & Relationships

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.

1
dan_ahrens
ACE
5 years ago
dan_wiegert
Gainsight Employee: Champion
dan_wiegertGainsight Employee: Champion
asked in 360 Company & Relationships

C360: Customer wants to find a way to post files uploaded via the Collaboration tab in to be posted to a customers Chatter feed.

Customers initial question: Under the collaboration tab, one of my CSMs attached a document and I was hoping it would show up in the chatter feed on the account in Salesforce. How do I make this happen?   Addiitonal context: The user was able to upload the file on the Success Plan in the chatter area. However, we would now like that uploaded file to show up in the chatter feed on the account in Salesforce, not in the C360 section of salesforce, but on the actual chatter on the direct account.   Currently when you post a file to a under the Collaboration tab (in Success Plans) that file is only visible “to this CTA group” – there are no additional options to adjust visibility, and currently there is no way to modify this in Gainsight. The customer wants to point these Collaboration uploads towards the customers Chatter feed for them to access. Has anyone else attempted this?   For additional context this is from Zendesk ticket 278

0
dan_wiegert
Gainsight Employee: Champion
5 years ago
cara_brill
cara_brillRegistered User
asked in 360 Company & Relationships

How can I bring Measure Level information from Scorecards 2.0 in the Relationship Object for Reporting?

 I have a report for all of our relationships that shows the current overall score, but I cannot find a way to bring in the measure level scores. I added it as a lookup to the Relationship Object, and so I can see the options in the report, but they're all blank. So, is it possible to bring in the measure level data or can we only see overall current scores?

4
cara_brill
5 years ago
dan_wiegert
Gainsight Employee: Champion
dan_wiegertGainsight Employee: Champion
asked in 360 Company & Relationships

The C360 dashboard issue that causes the screen to freeze.

I am posting this on behalf of an issue that my client (Cloudera) has experienced regarding the C360 page. What happens is that the UI will essentially lock up without warning, and the root cause is due to an unconfigured widget/field within the C360 dashboard. Could we look into providing descriptive errors on configurable dashboard pages that indicate when we have empty containers, or unconfigured field present?  Here is the original report of this issue: [i]I am on the C360 page and cannot scroll, nor reach any of the options in the left nav. I clicked VoC in this example and am stuck there. I'm using Chrome and have restarted my browser completely with no luck. Here is a screenshot of the root cause  -- as previously stated, would it be possible to add errors C360 dashboard page that would not allow you to save a layout if there are unconfigured widgets, or containers? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170724-32832-14

3
dan_wiegert
Gainsight Employee: Champion
5 years ago
dallis_king
dallis_kingRegistered User
asked in 360 Company & Relationships

Score Update to Following Scorecards Failed

Hi, I'm trying to create a new Scorecard 2.0 and add it to all accounts. I received an email that said, [i]Score update to following scorecards "___" failed.  Why. It doesn't give me any other context. What could be making this happen? Thanks

2
sai_ram
Grand Slammer
5 years ago
A
Anonymous
asked in 360 Company & Relationships

Relationships Training Video for Admins

We are utilizing the Gainsight Customer Success University to train our GS Admins. The only module that would be missing is on [b]Relationships[/b]. If we had that last piece it would be a huge benefit to our organization.

6
dave_derington
5 years ago
smorrisgainsightcom
Shoshin
smorrisgainsightcomShoshin
asked in 360 Company & Relationships

Wrap Lines On Relationship Tile

I have seen this come up with a few customers who have requested the ability of wrapped lines on the Relationship name tile.  The amount of space isn't very large, so I can envision this happening with a lot of customers.  What we end up seeing is a partial name with three periods.  Any plans to allow line wrapping of names controlled at the Admin level? 

9
azhar_uddin
Shoshin
5 years ago
kevin_ly
Veteran Rookie
kevin_lyVeteran Rookie
asked in 360 Company & Relationships

[Feature Request] Easy Sponsor Tracking Change Notification Based on Pending to Tracked

Posting on behalf of customer: Currently there are pre provided rules that would fire a CTA based on Sponsor change Title Company, and Location, depending on choice. However, your not quite able fire a CTA or get a user notification that lets you know if a "Pending" status Sponsor card went to "Tracked". One of the collections have status to go off of regarding Tracked, Pending, etc, but there isn't really a date that is unique to this change to go off of. Yes we do have a notification, more like the card UI showing that, but not through CTAs. This is where it would be nice if the backend tracked changed in Tracking status that has support data to make CTAs, maybe include a field that would say Date Tracked? Or User Notification via email saying these sponsors of these accounts are now tracked? Sure you can move values around, tracking the number of pending and taking the difference, but a ready solution would be nice.

3
rajesh_gande
5 years ago
cara_brill
cara_brillRegistered User
asked in 360 Company & Relationships

Can I see Relationship Name in the Scorecard Fact table?

Apologies if this is posted somewhere else, I've searched and cannot find it. Is there a way to see the Relationship Name in the Scorecard Fact table? I just am seeing relationship ID. This was an issue with Scorecards 1.0 for us too. Note: This conversation was created from a [url=https://community.gainsight.com/gainsight/topics/scorecards-2-0-migration-faqs/replies/18719162]reply[/url] on: [url=https://community.gainsight.com/gainsight/topics/scorecards-2-0-migration-faqs]Scorecards 2.0 & Migration FAQs[/url].

4
cara_brill
5 years ago
steve_davis
Gainsight Employee: MVP
steve_davisGainsight Employee: MVP
asked in 360 Company & Relationships

Multiple Attribute Sections In C360/R360

I have a customer who doesn't want the "Attributes" section to be very long and would like to have the ability to add 2-3 smaller attribute style sections. They would like to have the two Two Column format thats available in the attribute section today.

3
steve_davis
Gainsight Employee: MVP
6 years ago
jason_knape
jason_knapeRegistered User
asked in 360 Company & Relationships

What data object contains the data for the overall scorecard value?

Since I have created a scorecard called Health Score, I see an MDA object called Health Score Scorecard Fact which I believe stores everything for that scorecard.  The problem is that I cannot figure out the data structure in order to create a report to display the overall scorecard value.  Additionally when I make changes to a scorecard to test if it is pulling in measures and/or overall value nothing changes so is there some sort of job that needs to be run or do I need to create a rule.  I have searched through documentation and with the old and new scorecard functionality I cannot find what I need.

2
jason_knape
6 years ago
jason_metzler
Shoshin
jason_metzlerShoshin
asked in 360 Company & Relationships

"There is data related to this Metric. Please delete those first and then try again."

How do I go about cleaning up unused scorecards? I am getting an error that says  "There is data related to this Metric. Please delete those first and then try again." but I don't see where to do so.

3
lila_meyer
Gainsight Employee: Grand Slammer
6 years ago

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