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.
- 433 Posts
- 1,381 Replies
CTA triggered by Health Score turning Red. CTA will generate a Playbook upon score Red change
My team and I are currently looking for a workaround of this request that checks off all our objectives. This matter is urgent but not that of a system breakdown. We just need guidance on how to achieve this.
Success Plan migration from relationship 360 level to customer 360
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!
GainSight Assist not showing R360 association
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.
Parent Company Filters
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.
Roll Up the Average percentage from all Child Companies to Parent Company
Currently we have a few of our enterprise level clients that are managed by the CSM but recognized within systems as different Accounts/Companies. For example; Company A - Canada, Company A - USA, Company A - UK, etc. Each of these companies has fields on it that show product usage in the form of a percentage. So let’s say Company A - Canada has 85% usage, Company A - USA has 75% usage, and Company A - UK has 80% usage. I would like the Parent Company (Company A - HQ) to show the aggregate average in their usage field, so in this case 80%. (Company A - HQ does not have it’s own usage in this use case, I would just like it to be the average of all of it’s children companies). Is there a way to configure this?
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
Logic for Company Hierarchy roll-up display
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.
R360 displaying weirdly when scrolling turned on
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.
Feedback for New C360 Relationship summary ribbon
Hi Team, Customer has reached out to support for a feedback related to the relationship section’s Score Distribution bar. Please have a look at the following update and kindly share your insights. Thanks!We're about to roll out the new C360, but I noticed that the score distribution chart on the relationship summary isn't very useful because the bar is the same size regardless of the count. In the admin preview, it looks like it should have different bar lengths and show a percentage.In the admin view:On an actual C360 relationship section (Yellow is 1 relationship, Green is 8):https://share.getcloudapp.com/E0uRGKKphttps://share.getcloudapp.com/Z4umbr1w
CTA Trigger based on Success Plan changing to Active
1 Step QBR Playbook has been created with the following attributes as shown in Photo. The next step is making sure that it triggers off of the Success Plan changing to "Active" rather than Success Plan Completion. What is the best way to achieve this?
Exact release date for Auto-Migration of the New C360/R360 UI Changes in July 2023?
As per the recent release Notes “Gainsight_NXT_Release_Notes_6.35_January_2023#360” Its mentioned that the Auto Migration of the old C360/R360 to the new C360/R360 and encourages customers to begin using the new C360/R360 experience as soon as possible. With the July 2023 release, can some one help me here if we have an exact date of this. Thanks
Using R360 to manage clients with multiple sites
My company is looking to figure out a way to manage clients that have purchased multiple sites. Currently, we are using relationships to track the different products our clients own but we are seeing more situations where clients are purchasing multiple sites. Does anyone have any best practices for managing this?
Editing Contact Info
Hey There!I am trying to edit a contact name in GS C360, but it keeps populating to the old name.Basically a CSM entered the last name as the first name and the first name as the last name. I’m trying to flip it and it won’t let me. I double checked in SFDC to make sure everything looked correct and it did.Help!
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?
Resource Planning / Scheduling
For those fellow users of Gainsight R360’s for Onboarding Projects, I’m interested to understand how you use the tool for resource planning / scheduling of your onboarding team. For example do you use specific reports or dashboards to understand team capacity and availability to take on future projects. Ideally I would love to see in a single gantt chart few all of the R360 Onboarding Projects with a defined start and end date, allowing me to see where there are significant gaps between one project ending and another starting. Alternatively I’m keen to understand if there are third party softwares that are being used to facilitate this need for Resource Planning / Scheduling that have integrations with Gainsight?
Have multiple C350 layouts for one account
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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