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
When adding the Comments to a Mass Edit report through the Chart Options from the gear icon, my customer would like the ability to change the field description for each measure's comment. Instead of "Comment" they want "[Measure] Comment". They would like this so they can export the file and change the ordering of the columns without getting confused. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Unable%20to%20Update%20Comment%20Field-403ad3ac-cc52-4fa9-a3f5-a00b42e8dce5-1774049311.png[/img]
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
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.
Is there a way to add a field to the Sponsor Tracking section that will just let you view the contact? Or a way to include the eyeball? We have a link on the Contact that we want the CSMs to be able to access via GS, but it appears that in order to do so, I'll have to create a separate widget for Contact instead of using the Sponsor Tracking widget.
Are picklists on the roadmap for available Relationship fields? Currently, the UI only shows field types of: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180327-50073-15op25s-Screen_Shot_2018-03-27_at_12-35-14_PM_inline.png[/img] This makes Dashboard filters cumbersome by requiring users to know what the text could contain instead of doing contains and select from a picklist field. An SFDC Admin [i]could go into the SFDC Relationship Object and create a picklist field there, but I'm not sure how that would reflect on the GS side. Any ideas how to get a picklist option in the near term? Thanks! Tim
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.
At our company, we use Company Teams and R360s for CSMs to manage their portfolio. We’re looking for some guidance on how other companies handle PTO or OOO when they usually would not be able to see another CSM’s BOB. We would like for CSMs on the same team to be able to cover other CSMs’ accounts, such as update CTAs/Tasks, add Timeline Activities, and etc., if their assigned CSM is out of office for any reason. Thank you!
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,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.
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!
I do not know when or understand why this change was made. Best guess someone was able to find was 5 months ago. Prior to this change in order to make records on a Low Volume object editable on a 360 you had to add the GSID of that Low Volume Object to a report. This gave the popup edit icon that allowed you to have end users edit records. Now, after some change, probably horizon change, the edit icon is always there. We have no control on if records should be edited or not. In this sreenshot you can see no GSID In this screenshot you can see the edit icons are there. Do I understand why this was probably changed? Yes, obviously it makes reports look ugly/extra effort just to add the GSID to make something editable. However, by you guys no longer making the GSID a requirement and allowing every Low Volume Object report to have the edit buttons you have removed capabilities we had before this change. We as admins no longer have the ability to remove the end users ability to editing Low
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
Hi - I am trying to understand the difference between the GS Relationship object and the Relationship standard object in MDA. I noticed in reporting I can always get back to the GS Relationship object but I can usually get back to the relationship object. Though, it seems I have more accurate data in the GS Relationship object where there are a lot of nulls in my Relationship object. I’m not sure if I need to be writing rules to update the Relationship object with what is stored in GS Relationship but I need to make sure these objects match. Does anyone have insight on the difference between these object or why there isn’t just one standard relationship object?
IS THIS FEASIBLE in GAINSIGHT ?? [Can we add] a time measure to the Current Product Health scores so that reps will be reminded to update the score if things have changed (example: 3 months after modifying the score, get a reminder to update score if needed). It would be great if GS could send an automated email to the Renewal Rep on file with a link to the Current Product Health for that account in GS so they can update and provide notes. Is this something that GS would be able to do?"Open questions, awaiting replies from Pete:a. Current health, technical risk, or both?b. What is the time measure value for a health score expiring and becoming stale?
Hello, Any idea for an automated procedure to move already existing Success Plan from relationship 360 level to customer 360 level? without the need to move each one manually. note that I’m a success manager using Gainsight not an administrator for the tool. Thanks!
Hi, I'm Jasmine and I downloaded a few reports from Gainsight Vault that I'd like to add to a dashboard. However, the fields "Current Score Label" "Current Score Name" and "Current Score Value" in the "Count of Accounts by Health Score by CSM" report are blank. I am unsure if I need to re-configure my scorecard or build this report in a different way in order for the current score fields to populate. Thank you in advance, Jasmine
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?
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
We're excited to announce that our VP of Products, Karl Rumelhart, will host a Product Roadmap webinar on July 23rd, 2015. Karl will share his vision for our product, including exciting new product functionality and enhancements planned for the rest of the year. [url=https://attendee.gotowebinar.com/register/4883159104937345282]Please register[/url] to save your seat!
If you ever had a profile with us, there's no need to create another one.
Don't worry if your email address has since changed, or you can't remember your login, just let us know at email@example.com and we'll help you get started from where you left.
Else, please continue with the registration below.
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.