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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Hyperlink to specific SFDC objects, i.e. Account Number, Case Number, etc from anywhere they display
Need the ability to link to specific SFDC objects wherever they appear. For example: 1. On the C360 page, in the Summary section, I have Account Number listed. I want to have that field hyperlink back to the SFDC Account page. 2. On the C360 page, I have a Case Reporting section which displays support case reports. I want the Case Number field in those reports to be a hyperlink back to the SFDC Case. 3. On the Gainsight Dashboard, if I have a report that references Account Number or Case Number, I need it to link back to the SFDC component page.
We need a way for CSMs to log calls/events/tasks and notes to a C360 page, especially for the SMB low-touch team. Currently, the only way to do this is to either log a Milestone and post comments OR create a CTA and log comments (but this type of transaction should not be logged as a risk/opp/event).
We would like to use Gainsight to track customer feedback. We practice a closed loop process in which customer comments are captured, acted upon and then the response is shared back with the customer. Does anyone have a procedure on how to use Gainsight to track customer feedback and report on it later. For example, if a customer has a feature request, I want to document the request, notify the product management team and then let the customer know what the PM team says about the feature request. I'm think that there must be a way to use CTAs for this, but I would like to know if someone has figured out a good way to do this yet.
We have not yet implemented Relationships, but we are planning to as this would (hopefully) solve an important business need for us. In reading the documentation on setting up Relationships, here is one big red flag: "Note: if you have 100 customers and each of these customers is assigned to three relationship types, you will need to repeat this step 300 times. Also, every time there is a new customer, you will need to manually add relationships for this customer, if relevant." HUGE red flag. This is going to be very unscalable for us. We have hundreds of resources servicing thousands of customers/accounts globally. If a resource needs to contact the CS Ops team everytime they need a Relationship created, they will bottleneck. Creating Relationships via Rules (future functionality) won't always be possible either, because many times we don't know the customer's organizational structure until a CSM begins working with the customer. We will need the a
Hi there, Currently the product puts a limit on the # of fields allowed for the summary section. I understand the balance/concern on loading time. However, need some help on the UI improvement as it's getting difficult. 1. Summary section. I've already used up my 12 fields limit. But need a couple more there. they are from different objects so using report 2.0 to create a new section is very space inefficient. Also, it's a lot to ask for the CSM/team managers to wait for 30 seconds for all the sections to load, and click on a section that is after #5 to find an important summary field for the account. To present it differently, there are more than 10 reference fields that I would like to put at the fingertips of the CSMs. Again could be from different objects. Need a better way to deliver it in the UI so that it stretches the click through journey for something basic. 2. Section created by Report 2.0. I appreciate the improvement of section tab via
I know i can pull this into the attributes but it does not allow you to edit and it also does not allow modification to the layout of the section. So I am looking for a way to pull some text based account level fields into the 360 view that will allow the CSM to see what is housed in the field but also edit if required. Any ideas on how to make this possible?
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Currently, the Export dropdown menu at the top of the C360 does not show all of the available Success Snapshots for export. To get around this, I clicked 'done' on the SS that I wanted to be able to export (in Admin > Success Snapshots), and then it moved to the top of the export list on the C360.
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