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.
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My CSMs would like to associate a Timeline Activity created in a customer’s C360 with a CTA that was created in the customer’s R360. Since the Associated Records search won’t find the CTA created in R360, I suggested that for future CTAs, that they initially create them in C360 and not in R360 if they want to associate a Timeline Activity created in C360.
Hi All - We are in the process of migrating from SFDC to NXT. We currently use the Features section in C360. The Features section is configured to be updated from Rules Engine, as well as, manually by the CSM.Without the Features section in NXT, what alternatives do you use?
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Hi everyone, We have created a custom object to list the customers who are under a specific type of contract. In the company 360, I would like to indicate with a boolean, whether or not this customer is under that specific type of contract. How can I modify the boolean based on the data imported in the custom object? In that custom object, I only have the start and end date. I’m looking at using something like “X is not empty then boolean ticked” Thank you!
Who runs the play to flip a customer on an older product and no chance of increasing ACV? Sales or C
I have an interesting conundrum that I wanted to put out to a wider group. We have a large customer base made up of mid to enterprise level customers that a large portion of which are running older versions of product that are losing their value slowly as the market shifts. To compound the issue, the newer product is not the market leader. We are seeing high churn rates in the old product and having trouble moving customers up to the new product. The bigger issue in this case is who owns the movement of these customers? Is it sales or is it CS? A quick example to illustrate the point: Customer spends $1.5M ACV on us and comes up for renewal. CS drive the initial interest in the new product. The customer comes back and says they are interested only if we swap out the new product for the old at no additional cost. From an incentive perspective in this case, sales has no incentive because there is no growth on the contract which they get paid. They do get comp based on the valu
When filtering for a parent company, I want to return records associated directly with the parent company and the child companies. I think a field that is akin to coalesce(parent_company_id, company_id) could work, but I don’t see a way to create this in Gainsight Company object. For example, I have a parent company A with child companies B and C. If I am filtering for associated GS Opportunity records and filter for A, I’d want to return records for A, B and C.
Is anyone else having issues when scrolling is turned on? When our users are trying to navigate to cockpit in their R360s, it's not visible and looks like it's showing on the right of the window. It just started yesterday so I'm curious if anything in the release would have impacted this. We've tried having them clear their cache but that doesn't seem to be the issue. We've told our users to turn scrolling off in the meantime.
I am looking for a way to handle filtering for both companies in a parent-child relationship and outside of a parent-child relationship (independent). I want to be able to aggregate data when looking at a parent company and utilize the same filter to be able to select an independent company (or child company). Right now the only solution I’ve come up with is to have 2 filters available and hope the user knows if they are selecting a parent company or not. For example, if I am looking at ARR and have 4 companies (Cake with child companies Cupcake and Wedding Cake, and Brownie with no child companies), I’d want to be able to filter to Cake and show the sum ARR of the child companies, Brownie and show the ARR for just that company, or Cupcake and show the ARR for just that company.
Hi,When a user searches through contacts to add to a relationship, she/he wants to be able to search the company for people to add. Instead, when searching, all people in our Gainsight instance are displayed which makes it hard to sort through and find the existing client contact.Steps to reproduce: Go to an active R360 → Contacts → click + Person button → Search for an Existing Person → type in partial name → click Search → notice all names from company person display (not just ones tied to the company) making it hard to find the right contact.Is there a way to configure this or do I need to submit a product idea?
Does anyone know how to change hard coded, embedded URL links within a Gainsight ellipsis? Is there a Workaround?
Does anyone know how to change hard coded, embedded URL links within a Gainsight ellipsis? Is there a Workaround?C360 ellipsis option “View Contact” needs URL to point to “Related Contacts” Object• Where do I go to Update the “URL link” under Customer 360 – “View Contacts” to be the URL for “View Related Contacts”?C360/Opportunities/”Preview” Opportunity• Where do I go to Update the “Preview” URL link under C360/Opportunities/ to Preview the updated Opportunities Layout that was created with Salesforce?
GainSight Assist in Outlook used to allow me to add notes to the timeline in R360, but it has stopped functioning. Any suggestions? I’ve rebooted my pc, installed updates, uninstalled and reinstalled GainSight Assist, and I still am unable to log emails directly to R360. It worked a few days ago, but now it has stopped working.
I’m wondering what the logic is for creating extra columns in company hierarchy to show roll-ups vs. just displaying an aggregate at the bottom/top of the column. I feel like it adds an unnecessary amount of additional clutter in the GUI. You essentially have two of the same columns where only the value on the parent company is different.
How would you recommend we generate training certificates for our customers? With Healthcare, we hold trainings for our customers that must attend and complete prior to practice. Once completed and signed off, we are manually generating training certificates and would like to incorporate that into the 360 instead.Is there a way we can create a Snapshot with tokens (like Name, Date, and Training Class Name) but export as a PDF instead of PPT so we can send the branded certificate for each customer? Thanks!
I have a customer who would like to be able to automatically assign Objectives within a Success Plan based on (in this instance) people who are listed as on-boarding contacts in the Plan Info section. The end goal would that instead of every objective being assigned to the plan owner, there could be objectives that would be set to “solutions architect” or “solutions consultant” and the names would be populated based on those fields from Plan Info.
It would be great to be able to assign multiple C360 layouts to one account. An example use case is to have a layout for Year 1 (or last year) and to have a second layout for Year 2 (or current year) and be able to switch back and forth between them. A workaround could be a dashboard, but it would nice to have the multiple C360 layouts to switch from when searching for the account rather than having to adjust global filters on the dashboards.
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