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
- 1,437 Replies
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.
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
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!
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]
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
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.
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? 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?
[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?
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?
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]
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.
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.
Is there a way to add SFDC fields to a new section in the C360? As far as I can tell, adding fields to the Attributes section is the only way to do this, but it would be great if we could create a new section so we can add other fields that are relative to the customer that CSMs can check/update while on the C360 page.
Posting on behalf of Informatica. We're aware that you can automate Milestones and have them linked to Opportunities, per [url=https://support.gainsight.com/Product_Documentation/Rules_Engine/Examples_and_Tutorials/Tutorial_Creating_Milestones_via_the_Rules_Engine]this support article[/url]. It does not appear, however, that you can manually edit a Milestone from within Gainsight to link it to an Opportunity. We thought this functionality used to exist, but we cannot seem to do this anymore. Is this currently possible? If not, is this functionality that Gainsight would consider adding?
What is the migration path for Relationship (Product) Implementation for existing Gainsight customers who have Account level CTA's?
Problem we are running into is that we have implemented relationships (Product) but we have existing account level CTA's, that need to be associated to the product relationship. We need the Relationship field exposed and editable on existing Account CTA's so we can associate to the relationship. We can create a new CTA at the Account Level and Relationship field is exposed but existing CTA's we can not edit relationship as is not exposed. You can imagine this is unrealistic to manually have to recreate all my CTA's & Tasks under my relationship product cockpit. Example, I have 10 Closed CTA's & 5 Open CTA's, that each have 10 tasks under the Account and that is only 1 account, we want them under the Product Relationship, what is the migration path?
We want to be able to allow for a health score option of zero. We are leveraging the labeling functionality for 1-10 but there wasn't an option to select 0 as a possible label. Currently in the relationship scorecards, we only have an option of 1 - 100. Did I overlook how to implement this feature or is this on the roadmap already?
Customers have brought to our attention that the names on scorecards used to show "Last Modified By" are usually abbreviated. Often, just a first name is shown. In Orgs that have multiple people with the same first name, this can lead to confusion, time spent hovering over the text to figure out which Logan was the one that made the last change! [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160914-30572-1oqrau0-Snip20160914_7_inline.png[/img] [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160914-71504-rnvzit-Snip20160914_8_inline.png[/img] (From Trial Org) Sometimes though, the name shown can be reduced down to just the first letter, depending on the length of the text preceding it. This isn't really useful information at that point. Could there be a setting that enables the full name being displayed? Perhaps by "wrapping" the text to include a second line if necessary. Thanks for your time. Take care! -Lo
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