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
- 1,312 Replies
Hi Team,One of my customer is looking to convert the plan info information to word. Ability to export a success plan to a word document, not just powerpoint template. A lot of the content in our plans is text heavy. So, characters are not fitting in ppt. In addition, we create our success plans with our clients. Therefore, the ability to export to word would allow for better consumption of the material and easier collaboration with our clients.Best,Hardik
Hey eveyone, new admin, first post. We're looking for a way to dynamically update dates for Objective CTAs in a Success Plan. It would also be nice to be able to outright create them this way as well. Preferably this would be something done through the rules engine, an API load, or something similar. From reading other posts it seems like this is not possible today. Some workaround this using SFDC data loader, which I am unfortunately not familiar with. Our use case - We track implementation projects in a third party project management system that doesn't provide very good visibility outside of the PM organization. We want to use Success Plans to track the high level milestones from these projects for visibility internally and for our customers. If the CSMs have to manually create and continously update these milestones it becomes a bit of a zero sum game for us. I think the ideal scenario here would be to take a CSV that we can export from the PM system and use it to upda
I understand we have a Multiple Scorecard concept with Scorecard 2.0 which applies to a account based on the set of criteria defined and if none of the criteria match, assign the default one. But problem comes when suppose you have two Scorecard - S1 and S2 where S1 is a default one but both has a criteria Company ::: Status = X and other criteria, Now two accounts A 1 and A 2 comes in with Status X and X respectively. Both gets the scorecard based on criteria. [list] [*]And now there is an account A 3 with Status Y that comes in and we don't have any scorecard matching the criteria..What will happen? [*]And the Status of Account A1 changes to Y then what will happen?[/list]Based on findings, in both the cases default stays which is not legitimate, since Default Scorecard also has Status = X. So, once scorecard is applied we do not have a operation to remove the scorecard. From a Product standpoint, I think it would be better if a scorecard's application is stopped once an ac
Hello Community,I’m trying to add a new section to the C360 - a related list. The report is a list of campaigns and initiatives from SFDC.Nevertheless, I don’t see the “Action” column being added. I’d like to give the opportunity to my users to view / edit the related SFDC object with just one click (they do have permissions).So far I’ve only found posts here with the problem that other community members cannot hide this column.. Well I cannot make it appear! :DWe are using NXT. Do you have any ideas? Thanks!
Hi all,I please need help to understand how to remove the field “Company > Relationship” from a Success Plan (shared) as it leads to an error page (error 504 - timeout). I believe it’s because we don’t have Relationships set up? Anyway we don’t need them and to see that field.I wasn’t able to find the right steps. Thanks!
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]
Ran into an issue with a customer where Relationship Data Spaces are not being created. We are seeing this issue because there is a field limit of 100 fields including the ones created from the Data Space. Customer would like to know if we have any plans to raise that limit in the future? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180423-120677-1wx5hta-Snip20180423_68_inline.png[/img]
After deploying the standard Scorecard measures around cases, SEE Scores as well as Usage, we've been tasked to come up with/propose some new and innovative measures for next year. While refining and isolating existing measures helps, we are also wondering if any other Admins would like to share any custom measures or perhaps the supporting user stories that helped derived them ? Any input is greatly appreciated and fully understand that some info is definitely proprietary!
Hello everyone in the C360, I would like to have 2 types of Cockpit : one with the regular view and another one (ex. Support) which has a specific view assigned (ex: all CTA related to Support activities).When I currently try to add two cockpit sections in the menu, they point out to the same default view.Does anyone know how to proceed ? Thanks a million !Clement
How can we track our Products / Services in Gainsight, as a part of C360s and R360s? The only functionality I have been able to find is "Product/Features" which offers a flat list of products that can be marked manually as activated. I would love to be able to see Products/Services mapped to not only C360s and R360s but also users - in Person object and track them interactively same way as we track our customers - link users and their usage to individual products, Zendesk cases raised concerning specific products etc. Dashboard showing where the most revenue/churn/users/usage/issues etc comes from. Maybe even a product-level healthscore? Is there a functionality within your product that supports this? Relationships come to mind though we're already using them for our customer segmentation. If Relationships is the only way to go, can we have different levels of R360s? Thanks in advance! Katerina
Hi All, I’m after some advice please …. I’m sure others have come across the same so hoping someone, somewhere may have a good solution! We are a SaaS company and use SFDC as the main CRM with Gainsight for CS Team. Majority of our customers are individual entities so easily managed in C360s. However, we also have Franchises - some 5 main Parent companies, each has between a handful to 1200 individual franchisees that exist as individual accounts in SFDC, with individual contracts, contacts etc (think major fast food companies with all their stores). These are often tiny customers individually but collectively they can be classed as a High Touch customer. My dilemma is - how can we manage these in Gainsight in C360 effectively? Each of the parent companies will have a CSM assigned but with the current set up of all these thousands accounts set up individually, it’s a nightmare to view and manage them all in one place. Relationships might work but is not an option for us. We cannot mer
Hello, Is there a way to customise the # in Success Plans? It is currently auto-generated using the Success Plan's name but it would be great if we could edit this to also inlcude the SP type, customer name etc Is this possible? Thanks Katerina
Thank you so much for your participation in People Maps Beta program and sharing your valuable feedback. [quote][h1][b]People Maps Beta program will close on 15th July, 2019. [/b][/h1][/quote] Our product team has evaluated the feedback received during the Beta program and working towards incorporating the feedback into the feature. [b]Important Note for the Participants:[/b] People Maps is a paid for add on feature. If you wish to continue usage of People maps please get in touch with your Gainsight Customer Account Manager (CAM) or Client Outcomes manager (COM) to initiate the commercial discussion regarding the feature. If you do not purchase the People Maps feature, the feature will be discontinued for your instance on the closure of Beta program. Please reach out to your Gainsight CAM or COM if you have any questions. You can also leave your comments in the chat below.
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
Hey everyone,I was wondering if anyone knew if it’s possible to bulk upload a google doc link to the C360?I’ve taken a look at the guide here and tried to set it up, but it hasn’t worked (it could very easily be me not following the steps correctly).So I wondering if this process would allow me to do this, or if not would there be an alternate way to do this?
Hello,I am looking for a way for our Users to quickly edit a custom Company dropdown field. I thought the Attributes or Summary section on the C360 was the way to go, but I cannot add Company fields here (only Account and Customer). Any suggestions? On SFDC version.Gainsight support suggested having the User go to Data Operations, but it is not a viable solution to give all Users Admin rights and access to Data Operations.
I am trying to change the groupings of an existing health score in Scorecard 2.0. However, I cannot drag an ungrouped measure into an existing group without deleting the measure from the scorecard (and thus losing historical data) and re-adding it to the appropriate group. Is this a known issue? Is there a way around this?
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