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.
- 443 Posts
- 1,400 Replies
Objective Order on Success Plan Template
I love that you can add a template to Success Plans, however I am having a few issues. When I add objectives to the Success Plan Template the order is different when the CSM applies the template. Is there a way to make Success Plan Templates editable like playbooks where you can move the order of the objectives around and then they show up in that order for the CSM? Right now I keep battling with the template by adding and deleting tasks to get them in the order I want, and then for some reason they still show up in a different order when applied to the Success Plan.
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.
Relationships: Give users ability to create their own Relationship
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
Ui limitation - c360
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
Permission Sets for Reports/UI Views
Our internal audit team identified Gainsight as a resource hog because of the Customers Tab. I have drop down in the Customers Tab that shows all accounts that Gainsight Administrators need, but not all reps. I submitted a Support Ticket and they recommended I post here to ask for a permission set to allow certain reports to be viewed by certain profiles or permission sets. I am not sure if this is possible, or even realistic since this might not be a problem for other companies.
customizable /editable field in Success Plan (Plan info)
Hi there, we are trying to adopt Success Plan and it's nice to be able to add in read-only fields. However, the existing three native field. "Description", "Action Plan" "Company Highlights" are too limiting. I'd like to 1) be able to add in new text/ editable fields, such as Account structure, Issues from the past; 2) be able to rename the existing three fields, as we don't call it that way, or as long as I can create new text fields, then the ability to take the native ones off the view. All similar to the enhancement done to the CTA customizability. In fact, if the team can directly edit in Account plan of certain non-text field, that would be even better. One of such fields we want to be editable is the fiscal month of the clients. Currently, the CSMs would have to go back to account page, find the field, edit there. If this last bit of the request is difficult, please kindly suggest a workaround. Thanks.
Is there an ability to customize / configure the Customer Tab header ?
Under the Customer Tab, there are four main metrics displayed; ARR, num of customers , MRR and Users. Is there a way to change what is displayed at the top, perhaps remove MRR since we only use ARR ? Or add a customer specific data item that can be summed up from all "my" accounts ?
C360 Account Fields
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?
When entering comments in Scorecards the date does not change, the user has to click the numbers bar & hit the check mark before it updates
When entering comments in Scorecards the date does not change, it requires the user to click the numbers bar and hit the check mark before it closes, it would be great if the date was updated from the comments box too
Sponsor Tracking: pasting in linkedin urls
I'm updating a support article on Sponsor Tracking and Elaine reports that, "[i]I think we need to acknowledge that some LinkedIn URLs cannot be found even after they are pasted...I believe that's because the contact does not have a "public Linkedin profile" but we should confirm with product that's the proper way to represent that in our documentation. I get the question all the time about the links not working even after you paste them directly from LinkedIn." Can someone from product confirm this is the reason some linkedin url's can't be pasted in?
ANNOUNCEMENT: Product Roadmap Webinar
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!
Success Snapshots export menu on C360 cuts off
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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