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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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
For those of you interested, the Gainsight Professional Services team is offering 3 hours of their TAM services for free to help guide you through the Horizon C/R360 UI Upgrade ... Who can participate in this offering?Any current customer who has not yet, or is currently in the process of, converting their C/R360 layouts to Horizon. Customers who don’t already have a TAM (you should already have been guided through this process, or will be). This offer is available on a first come first serve basis (prior to your automatic upgrade date) and is limited by our internal resource availability.IMPORTANT: Please be aware of your automatic upgrade date. This offering is only applicable prior to this date. Please reach out to your CSM for more information on your upgrade date or this offering. Note that this can be converted to a paid offering if you need more than 3 hours.
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?
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?
We’re evaluating the new Customer Goals feature and wondering if anyone has had experience rolling out Goals, specifically how the hierarchy works with all of the other types of touchpoints/logged items within Gainsight. Would love to see some documentation of how to use Success Plans, CTAs, Objectives, Tasks, Milestone, Activities in conjunction with each other or talk through it with anyone who has rolled it out!
In the “My CTAs” view in the global cockpit, it would be helpful for CSMs to not see the clickable link for the tasks, but to see an ability to expand the individual CTA to see the tasks associated with the CTA to be able to the entirety of the work needed and the descriptions of the tasks associated with the CTA.
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?
I have a customer who would like to be able to automatically assign Objectives within a Success Plan based on (in this instance) people who are listed as on-boarding contacts in the Plan Info section. The end goal would that instead of every objective being assigned to the plan owner, there could be objectives that would be set to “solutions architect” or “solutions consultant” and the names would be populated based on those fields from Plan Info.
Hey All! Looking for some advice on the best way to define user groups/dept. within a customer account.I have a few accounts that I work with that have completely separate teams for different products. Is there a way to tag users/define users to show they are part of a group so I can easily see on the account timeline what emails, meetings, and notes are for which team? I did some reading on relationships in GS but I’m not sure this is what I’m looking for. Thank you!
Users running into formatting issues when copy/pasting from outside source such as Word or Outlook into the C360 Summary Comments section. The edit box doesn’t show any issues but when you save and view it there are large space gaps and formatting inconsistencies. Clicking the “remove formatting” button on the edit text ribbon doesn’t help either. Any suggestions for ways to ensure formatting stays how you input it?
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?
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?
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. Based on the Photo below, Do I have the right Logic in place to achieve this?
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.
Our users would like to be able to search for their people using Global search, however at the moment this is not configurable on Gainsight NXT and seems to have a dependency on a Person 360. Could we get an update on a Person 360 Beta or MVP?What are the current plans for this if any? Are there any timelines?On the whole we would like to have similar CRM capabilities as what is available to an end user in C/R360.
I have 2 questions about People Maps. First, is there a way to “promote” a person to a new location in the hierarchy? For instance, let’s say the CFO leaves the org and the Sr VP of Finance is promoted to CFO. In the People Map hierarchy the CFO is the top of the hierarchy and the Sr VP of Finance is a direct report of the CFO and has a number of their own direct reports. I cannot replace the CFO with the Sr VP of Finance contact without first removing the Sr VP of Finance contact because they are both in the hierarchy. If I remove the Sr VP of Finance contact, I loose all the hierarchy under the Sr VP of Finance and have to rebuild it when a new Sr VP of Finance is hired which may be some time later. This leads to the second question, is there a way to have a card in the hierarchy with no contact assigned to it? This would act as a place holder until a new person is hired. Or in the situation where you know that there is a position between the CFO and the Revenue Cycle Director
Hi All - We are in the process of migrating from SFDC to NXT. We currently use the Features section in C360. The Features section is configured to be updated from Rules Engine, as well as, manually by the CSM.Without the Features section in NXT, what alternatives do you use?
As the title states and related to a previous question posted here, is it not possible to have a Success Plan due date affect the dependent tasks and objectives? The function should work in the same way as changes to the due dates of parent CTAs affect the child objectives/tasks.
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