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
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?
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.
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.
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
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!
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
Enabling SFDC contact object at the relationship level
Our org has a SFDC contact object. Is it possible to leverage this object on the relationship level, assuming we add in the right fields to identify the product offer? If it is only at the account level, is there a roadmap to make this functionality be available on the relationship level.
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?
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?
Ability to sum case count from child to parent relationship
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.
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?
Customer 360: The Search bar is partially obstructed by a report in one of the C360 sections
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]
Exceptions for Account Scorecards
The most recent release added the functionality for Exceptions for Relationships Scorecards. Is there a plan to add Exceptions functionality to Account-level Scorecards? Use Case: Concur would like their overall Score to be derived from either a Predictive Score or a Subjective Risk Scorecard measure. Ideally, the overall Score would be equal to whichever of these two measures is the lowest. I believe that the Exceptions functionality would help them achieve this, but they are not using Relationships.
Allow Scorecard Comments to be deleted via the Rules Engine
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.
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