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
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.
C360 Layout Assignments - enable the use of "AND"
While the ability to assign different C360 layouts is great, it would be even better if we could use "AND" not just "OR". We have situations where we want to assign a layout based on Role (all good) but then ALSO by other account attributes. Right now we only have an option of role OR attribute. So certain accounts have sections in the C360 that do not apply to them (product based) but clutter up the nav list.
Rename Relationship Type
We renamed our relationship types after we initially created them. But the Data Spaces that were created are still showing the original Relationship name. Is there a way to change them? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170421-119657-9q1g7p-Relationship_Types_inline.jpg[/img]
Unable to use "Calculated Fields" as a token when updating Scorecard 2.0
I am in the progress of moving some rules over to Scorecards 2.0 and came across an issue with tokens. When the action is for "Set Score", I am able to include a comment with a token from a calculated field: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170329-129929-y85de5-SetScore_inline.png[/img] However, when I try to do the same thing for the action "Set Score 2.0", it isn't available: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170329-6289-1dq23yi-SetScore2-0_inline.png[/img] Is this a bug? If so, when may this be fixed as it is a barrier to fully moving over to Scorecards 2.0.
After enabling Scorecard 2.0, what score would be reflected within the "Current Score" field of the
We have moved to Scorecards 2.0 while still having the Account Scorecards operate until fully set-up. When building reports on the Customer Info object, is the 'Current Score' based off of Scorecards 2.0 once enabled? Or does it continue to use Account Scorecards?
I just configured our account hierarchy to support our parent/child relationships in Salesforce. I have been referencing this article: [url=https://support.gainsight.com/Product_Documentation/Administration/General_Administration/Configure_and_View_Account_Hierarchy_in_C360#Fetch-Data-from-Child-Accounts]https://support.gainsight.com/Product_Documentation/Administration/General_Administration/Configure_...[/url] but, it appears to pull in my contacts from my child accounts on the parent account, but our biggest use case for this is for usage to be able to be viewed on the parent account for all the children as well. Is that possible? I don't see anything that supports pulling in this usage on the parent account for all the child accounts as well.
Relationships: Linked Object section shows up at top of R360 after adding LO to bottom of 360 view
When I drag a new Linked Object section on the 360 View under Relationship Config and then go pull up/reload an R360 with that Relationship Type, the section shows up beneath the Summary section. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170313-121622-1ehfqrc-RelationshipConfig_inline.png[/img] [img]https://d2r1vs3d9006ap.cloudfront.net/s3_images/1565731/RackMultipart20170313-29363-1fn6iqq-R360_inline.png?1489411940[/img] I have to go move the Linked Object to another section of the 360 View under Relationship Configuration, reload R360, then drag it back to the bottom of 360 View before it will display on R360 at the bottom of the page.
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 (#).
Question on scorecard behavior when two different rules directly affect one measure.
Hi Everyone, We need to setup a new rule where we change our sentiment scorecard to match a manual Red/Yellow/Green field on the account page in Salesforce. So for example, if a CSM changes the RYG field in SFDC to Yellow, we want the sentiment score to match that. Currently our NPS surveys are directly affecting the sentiment scorecard as well. So for example if a customer submits an NPS survey and gives us a 7 or 8 we set the sentiment scorecard to Yellow (or 0 to 6 we set it to red). How will the scorecards behave if we have these two rules directly affecting one measure? Can we configure one to take precedent over the other? I worry that if a CSM sets an account to RED and then the customer later submits say a 7 NPS survey, it will override that red and change the sentiment to yellow.
Quarter to Quarter Overall Health score report with delta values
Hi Folks, I'm trying to build a Overall health score reports fr my CSM's - My requirement is as follows Build a Average of Overall health score report for CSM's Quarter over Quarter Get the delta of the Average health score between the quater and have this delta value on the report EG - Consider i have a CSM Q42016 - Overall health score - 78.09 Q10217 - Overall health score - 79.06 Delta - 79.06 - 78.09 = 0.97 I have been able to plot the Quarterly Overall health report for CSM, however i'm stuck at getting the delta values I'm very new to Gainsight - Any help on this will be much appreciated. Thanks! ~Lokesh
Can I change the length of the relationship name?
We're using relationships to model the situation where one customer has multiple projects running in the software. Each project is a relationship in Gainsight. For usage data we connect the customer name and then use the Project name as the Relationship name. (See [url=https://community.gainsight.com/gainsight/topics/enhancements-to-relationship-action-moving-away-from-name-as-required-identifier]this post about synthetic IDs [/url]for some background on why this is a challenge.) Unfortunately we have project names that are longer than 80 characters, which is what the Name field on the GS Relationship object is set to. [b]Question: Can I change the length of that field and, if I can, will it survive the next version upgrade?[/b]
Updates to Sponsor Tracking Feature
The sponsor tracking feature has been down for a portion of December 2016 and we have faced a number of challenges during this period to get this feature back up. While the feature is back up and running now, some of the challenges we faced during the outage: [list] [*][u]The quality of source data not being inconsistent:[/u] The accuracy of the data has fluctuated immensely as we are verifying the data sent from our vendor[/list][list] [*][u]Trivial changes being reported[/u]: LinkedIn has changed the way "Location" is displayed for a large set of users. For example, the location "York, England" has been changed to "York, United Kingdom". This would cause a lot of false positives that most customers would not want a CTA created for this change[/list]Based on this learning, Gainsight sees value in adding a layer of manual verification before pushing the data to SFDC and our customers. The advantages of this addition would be: [list] [*][u]Data Quality
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?
Is it possible to export charts and tables from the Account Widget (as it is possible from CS360)?
Our internal Gainsight users spend a lot of time on the account page, and some don't really use Customer Succcess 360, so it would be really useful to be able to export the charts and tables included in the Account Widget.
How to initially setup Gainsight
Recently, I purchased a subscription for my company for Gainsight but I haven't finalized the SOW for the implementation piece. I already have it installed in my SFDC instance and have taken the Admin 101 training but I can't for the life of me figure out how to set it up to simply show a list of my customers from SFDC and some of their attributes. Can someone point a self-starter like me in the right direction?
Adding custom activity types to Timeline
The addition of Timeline in the November 2016 Gainsight release has been great. I've been finding new ways to use it and the same is happening with Gainsight customers that I work with. One question that came up is related to the types of activities. Right now the addition of new activity types is not supported, but is this in consideration for a near term update? An example of a new activity type could be a product demo, which would benefit from different required fields as well as filtering. Could this be considered for addition to the Timeline feature? Thanks!
Is the initial page load for C360 taking longer with the Nov release?
Is the initial page load for C360 taking longer with the Nov release? I'm using Chrome & have scrolling turned off but it just seems in the last week (across multiple days & different times of day) that the initial load of the page is slower. Is there anyway that Timeline has negatively affected performance or if some other change has caused a slower load?
Mass Update of Health Scorecard Comments
[b]Problem[/b]: For customers who have segments with high account to CSM ratios, it would be efficient for them to have the ability to update the Scorecard comments via the Rules Engine for multiple accounts. [b]Current State[/b]: The CSM team is currently having to update individual Scorecard comments for over five hundred (500) accounts. [b]Question[/b]: Has anyone run into something similar and found a more efficient way to update?
Add the ability to include a Scorecard Measure's comments in a report
We often have to report to the executive team various measures within the scorecard for our top 100 customers. When reviewing the measure, we can see the score but do not have any context as to what is driving that score which would be included in the comments either by the CSM or by the rule that drove the score. Currently, we need to review each account to determine what is driving that score.
Ability to include links to records in other systems from C360 view
Is there an option to show hyperlinks to customer records in other systems from the C360 views? A few customers have asked for this ability. An example can be a link to Aria or an internal system. The hyperlinks already exist in the Account record in SFDC, but is there an option to also show them and make them clickable from the C360 page?
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