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.
- 453 Posts
- 1,426 Replies
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.
We noticed that if a scorecard metric score stays the same and you hit the checkmark to save it, it does not update the last modified date. This is essential for us to know how up to date our scores are. Instead, you have to hit the refresh button to do this. Why not just give the checkmark the full capability when the score stays the same? The refresh button feels unnecessary.
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
Customer 360: Usage Adoption: Normalize percentages do not display when Normalize and Milestone both selected
I observed today that when I am using the Usage Adoption tab on the Customer 360, and I have selected both Normalize and Milestones in the show criteria, when I hover over a data point, the normalize percentages do not appear in the weekly details: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160403-14228-q0bbfk-MilestoneChecked_inline.png[/img] If I uncheck the Milestone field, the normalize percentages DO appear in the weekly details: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160403-101007-j6ncry-MilestoneUnchecked_inline.png[/img]
I would love to see Gainsight automatically pull in basic biographic information about a customer to be displayed on the C360 page or elsewhere throughout the account. Other success softwares I have used have an "About the Company" section that pulls things like a company description, the amount raised if the company is publicly traded, number of employees, location, link to social sites, etc. all from the web automatically. At least the company description would be great so that we can get a snapshot of what the company does without having to Google them.
I opened a support ticket on this, but posting here is well in case I can get a quicker answer. I have a new field that we created on the Customer Info object that is to be a picklist with one of two options. This purpose of the field is to serve as a toggle switch, essentially, that gives our CSMs some control over the CTAs that will get triggered based on the customer engagement model. We would have rules in place that say "If FieldX is set to A, trigger this workflow. If FieldX is set to B, trigger this other workflow." In order for this to work, I need the field to be editable by the CSM. Under C360 Sections in Administration, I added this field to the Attributes section (I wish we could have editable fields in Summary) however when I click the field settings, the Editable field is unclickable. How can I enable this field so that it can be edited by an end user? This is a very important issue for me as the new engagement model we are developing hinges on having th
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.
When I try to assign an owner to a Success Plan objective, I hover over the Owner field and it has a red "No" symbol. I thought perhaps it was because there was no CSM assigned to the account so I assigned myself in that role - still cannot assign. I also cannot Save the objective without being able to assign an owner so kinda dead in the water on proceeding with our implementation of Success Plans. Currently waiting on an update from support, but wondering if anyone else has [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160211-113593-15pbknx-img_inline.png[/img]had this problem?
When you expand the width of fields in a C360 Section based on a report, say Opportunities or Tasks, the right edge goes out of sight. Now you have to start reducing other column widths to get back the fields to the right. There should be an automatic scroll bar.
Everyone here does not have access to Gainsight yet. There are some fields we push from Gainsight to Salesforce for visibility to different teams. However, the field in Salesforce has a 250 character limit. The limit in the scorecard field of Gainsight is a lot larger. Because of this it cause the rule pushing to Salesforce to fail for any comments longer than 250 characters. Can we implement a character limit on the field in Gainsight or setup a right trim when the comment is pushed to Salesforce? Or if you have another suggestion, that would be great!
Is there any progress on the accuracy of Sponsor Tracking? We are new to Gainsight but are getting a poor response rate to Sponsortracking. This was a very attractive feature that influenced our buying here. So any and all updates will greatly be appreciated for our team. Thanks!
Is there a way to set the overall health score based on only 1 component. We have a subjective measure called "State of Customer Relationship". We have the case where if a CSM sets that measure to RED the overall health could automatically be set to RED as well - this would allow us to bring to attention and flag certain accounts adhoc. We'd like to be able to do this without having to increase the weighting %.
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
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