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.
- 404 Posts
- 1,308 Replies
Is there a way to add SFDC fields to a new section in the C360? As far as I can tell, adding fields to the Attributes section is the only way to do this, but it would be great if we could create a new section so we can add other fields that are relative to the customer that CSMs can check/update while on the C360 page.
Posting on behalf of Informatica. We're aware that you can automate Milestones and have them linked to Opportunities, per [url=https://support.gainsight.com/Product_Documentation/Rules_Engine/Examples_and_Tutorials/Tutorial_Creating_Milestones_via_the_Rules_Engine]this support article[/url]. It does not appear, however, that you can manually edit a Milestone from within Gainsight to link it to an Opportunity. We thought this functionality used to exist, but we cannot seem to do this anymore. Is this currently possible? If not, is this functionality that Gainsight would consider adding?
What is the migration path for Relationship (Product) Implementation for existing Gainsight customers who have Account level CTA's?
Problem we are running into is that we have implemented relationships (Product) but we have existing account level CTA's, that need to be associated to the product relationship. We need the Relationship field exposed and editable on existing Account CTA's so we can associate to the relationship. We can create a new CTA at the Account Level and Relationship field is exposed but existing CTA's we can not edit relationship as is not exposed. You can imagine this is unrealistic to manually have to recreate all my CTA's & Tasks under my relationship product cockpit. Example, I have 10 Closed CTA's & 5 Open CTA's, that each have 10 tasks under the Account and that is only 1 account, we want them under the Product Relationship, what is the migration path?
The improvement in the hover-over capability for health scores in the R360 is really great (see below). Being able to see the label, which is the displayed health score is a big improvement. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160915-861-10lb3ni-Hover_1_inline.jpg[/img] The second screenshot shows what is currently shown in the C360. It does not show the label, which makes understanding the health score still a challenge (see below).[img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160915-117792-1rlntq0-Hover_2_inline.jpg[/img]. Do we know when the C360 will have the same hover-over capability as the R360?
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
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]
I love the hierarchy added to the latest release. it's great when you have customers with multiple accounts due to a large and complex relationship. The challenge I'm finding now is that we have a very ambitious internet research team and as such, have a ton of accounts in some hierarchies. For example, one has over 2000 accounts in their hierarchy, but only a handful are customers. This is for a variety of reasons but I'm wondering if anyone has explored better ways to display customer only accounts. My first thought is that if Gainsight can't do it, how do I implement it? Is a formula field the best option to pull if someone is a Gainsight customer and then use that as a look up?
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.
Currently, in the summary section of the C360, we cannot pull in fields with decimal places accurately. The field will be reported on, but it will lose the decimal that the number carried. For example, one of our customers is attempting to bring in the current version of software that their customer is on. For example, version 5.5. However, when we bring that field into the summary area of the C360, the number is cut off or rounded to 5 or 6 instead of having the decimal place. I've seen other posts on the community mentioning this throwing off their ability to bring in monetary values ($12.51) because of the apparent decimal place. This seems like it could potentially limit the types of fields our customers can make use of on the summary/attributes section of the C360. Thanks for the time reading! -Logan T.
We want to be able to allow for a health score option of zero. We are leveraging the labeling functionality for 1-10 but there wasn't an option to select 0 as a possible label. Currently in the relationship scorecards, we only have an option of 1 - 100. Did I overlook how to implement this feature or is this on the roadmap already?
I thought there was already a community entry somewhere that I had raised this issue a few months back and was told it was to be resolved in the next update (which should have passed by now) but still encountering this on the 5.x UI. I did find this problem [url=https://community.gainsight.com/gainsight/topics/zendesk-ticket-urls-no-longer-working]https://community.gainsight.com/gainsight/topics/zendesk-ticket-urls-no-longer-working[/url] which could be related. We have a field on the attribute tab that should display a URL but it is showing HTML code instead. Is this a bug or something we can adjust on our side? Please see screenshot below. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160804-107205-lbi6b6-img_inline.png[/img]
I would like to be able to display all cases for each child on their parent account c360. I would also like pretty much everything (I know that is vague) to be aggregated from child to parent if I am looking at the parent account ie scores, cases, projects, survey data, etc.
We noticed that if a scorecard metric score stays the same and you hit the checkmark to save it, it does not update the last modified date. This is essential for us to know how up to date our scores are. Instead, you have to hit the refresh button to do this. Why not just give the checkmark the full capability when the score stays the same? The refresh button feels unnecessary.
We use number of Support Tickets as a metric in our scorecard. We have automatic rules set up to both fire CTA's and set the Support score to a warning level when an unhealthily high number of tickets is submitted during a set window of time. We have rules set to close the CTA's when this warning is no longer in effect as well as to return the Support score to a neutral level. In our rule to set the Support Score to a warning level, we add a comment of how many ticket's they've had and what window of time. When we return the score to neutral, we no longer need that comment, but the current rule/action functionality wont allow me to just clear out those comments. Instead, I have to replace it with other text and " " (a space) is not accepted. Being able to clear the comments back to blank would be very useful since the original rule comments are now outdated and irrelevant.
If I was viewing a section on the Customer360 that has a report attached to it, and I attempt to perform an Account search in the upper right corner fo the screen, the search becomes partially obstructed by the report I was viewing. See screen cap: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160404-110674-axsj9e-Screenshot_from_2016-04-03_19_32_10_inline.png[/img]
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]
I would love to see Gainsight automatically pull in basic biographic information about a customer to be displayed on the C360 page or elsewhere throughout the account. Other success softwares I have used have an "About the Company" section that pulls things like a company description, the amount raised if the company is publicly traded, number of employees, location, link to social sites, etc. all from the web automatically. At least the company description would be great so that we can get a snapshot of what the company does without having to Google them.
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