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.
- 459 Posts
- 1,439 Replies
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]
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]
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?
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.
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
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?
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
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?
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.
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].
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.
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]
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.
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?
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.
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.
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