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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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
After deploying the standard Scorecard measures around cases, SEE Scores as well as Usage, we've been tasked to come up with/propose some new and innovative measures for next year. While refining and isolating existing measures helps, we are also wondering if any other Admins would like to share any custom measures or perhaps the supporting user stories that helped derived them ? Any input is greatly appreciated and fully understand that some info is definitely proprietary!
Dear Beta participants, We thank you for your participation and feedback so far. We would like to know, if you have enabled the People Maps feature in your account widget? What was your team's experience in accessing it via Account Widget? Looking forward to hear your team's experince of People Maps. Thank you!
Hi everyone. We’re in the middle of implementing Gainsight NXT and with our implementation partner have set up the relationships functionality to model a complex customer organisation - one parent and 20+ child companies. From what we can see certain functionality doesn’t work as we need it with relationships and I’ve had different guidance on whether this is the best way vs. using the company hierarchy setup (which we understood only works for SFDC users who already have a hierarchy built in their SFDC environment - and we don’t use SFDC; hence why we’ve gone the relationship route). Can anyone point me in the right direction in terms of best practice for modelling company hierarchies?
Hi Team Currently share 360 button is visible for all type of users.Do we have any plans in future to implement in such as way that the share option won’t be visible for the viewer license users ? Use-case: Currently when the viewer user clicks that button they will be restricted with the access. Customer doesn’t want that experience they directly want to hide the share360 button itself.
Thank you so much for your participation in People Maps Beta program and sharing your valuable feedback. [quote][h1][b]People Maps Beta program will close on 15th July, 2019. [/b][/h1][/quote] Our product team has evaluated the feedback received during the Beta program and working towards incorporating the feedback into the feature. [b]Important Note for the Participants:[/b] People Maps is a paid for add on feature. If you wish to continue usage of People maps please get in touch with your Gainsight Customer Account Manager (CAM) or Client Outcomes manager (COM) to initiate the commercial discussion regarding the feature. If you do not purchase the People Maps feature, the feature will be discontinued for your instance on the closure of Beta program. Please reach out to your Gainsight CAM or COM if you have any questions. You can also leave your comments in the chat below.
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.
Hello Gainsight Admin community, One of the most common questions I have received is “What is the difference between Company Person and Person objects?” and “How to sync data into them?” - This document pretty much covers the Gainsight Person object model in detail. In this post I will be giving understanding of what they are. Person: This object is stores the generic details of the Contact like email, name, first name, Last name etc..Company Person:- This object stores the company associated details of the Contact like role, Segment etc.. - Company Person holds a lookup onto the Person object- Each record in Company Person holds a association with the Corresponding company.- Every Contact in the Company Person is a subset of Person. Why to have two objects as such ? - Consider the usecase where your single Contact is performing two roles as VP and Director to two different companies. In that case if we use Single object and single identifier (email) as a unique combination it will res
Hey eveyone, new admin, first post. We're looking for a way to dynamically update dates for Objective CTAs in a Success Plan. It would also be nice to be able to outright create them this way as well. Preferably this would be something done through the rules engine, an API load, or something similar. From reading other posts it seems like this is not possible today. Some workaround this using SFDC data loader, which I am unfortunately not familiar with. Our use case - We track implementation projects in a third party project management system that doesn't provide very good visibility outside of the PM organization. We want to use Success Plans to track the high level milestones from these projects for visibility internally and for our customers. If the CSMs have to manually create and continously update these milestones it becomes a bit of a zero sum game for us. I think the ideal scenario here would be to take a CSV that we can export from the PM system and use it to upda
Hello, Is there a way to customise the # in Success Plans? It is currently auto-generated using the Success Plan's name but it would be great if we could edit this to also inlcude the SP type, customer name etc Is this possible? Thanks Katerina
Ran into an issue with a customer where Relationship Data Spaces are not being created. We are seeing this issue because there is a field limit of 100 fields including the ones created from the Data Space. Customer would like to know if we have any plans to raise that limit in the future? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180423-120677-1wx5hta-Snip20180423_68_inline.png[/img]
How can we track our Products / Services in Gainsight, as a part of C360s and R360s? The only functionality I have been able to find is "Product/Features" which offers a flat list of products that can be marked manually as activated. I would love to be able to see Products/Services mapped to not only C360s and R360s but also users - in Person object and track them interactively same way as we track our customers - link users and their usage to individual products, Zendesk cases raised concerning specific products etc. Dashboard showing where the most revenue/churn/users/usage/issues etc comes from. Maybe even a product-level healthscore? Is there a functionality within your product that supports this? Relationships come to mind though we're already using them for our customer segmentation. If Relationships is the only way to go, can we have different levels of R360s? Thanks in advance! Katerina
One of the customer has faced the issue where the new record creation from R360 does not pre-populate the relationship name. Relationship name not getting auto populated while creating a new record from R360 when the section is update by a user not having view all data permissions enabled. Customer has requested to have a Note/Warning in Relationship section so that the modifications are made only by the user that has required permissions so that auto-population of relationship is possible.
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
If a Shared 360 link is sent and a sponsor leaves, can we update the link so the old sponsor no longer has access?You can revoke access to the link through the access tracking page in Administration. Start by Navigating to Administration > Sharing > 360 Layouts. On the 360 Layouts page, click Manage Layouts. Hover over the number of Active Users for the Customer(s) you wish to revoke access or delete and the Revoke Access option will display. You can either click the Revoke Access option to remove access for all users for that customer OR you can click on the number of Active Users to individually revoke access. For more information on Share 360 and Revoking Access, see this article.[Note: this info is based on an internal how-to conversation which we thought might benefit others in the Community!]
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?
We are just beginning to look into enabling the use of Success Plans and want to configure a PPTX deck from which it can be exported. It appears that the Export function within Success Plan feature does not yet support Success Snapshot 2.0, but the Export Success Snapshot 2.0 from the top of C360 does. Is there a way to include the Gantt chart in the snapshot? It doesn't seem to have this natively and I cannot figure out how to include it.
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.
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