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.
- 421 Posts
- 1,354 Replies
I was following another feed with my question, but it is marked as solved, but it does not address my question. I am looking on how to report on just customers that are being +Followed. We already define customers by user, but we we also want the user to be able to +Follow their customers that they consider are priority. I just can’t find a way to report on the +Follow button. Thanks
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.
Hi everyone, We have created a custom object to list the customers who are under a specific type of contract. In the company 360, I would like to indicate with a boolean, whether or not this customer is under that specific type of contract. How can I modify the boolean based on the data imported in the custom object? In that custom object, I only have the start and end date. I’m looking at using something like “X is not empty then boolean ticked” Thank you!
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?
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.
Hi,When a user searches through contacts to add to a relationship, she/he wants to be able to search the company for people to add. Instead, when searching, all people in our Gainsight instance are displayed which makes it hard to sort through and find the existing client contact.Steps to reproduce: Go to an active R360 → Contacts → click + Person button → Search for an Existing Person → type in partial name → click Search → notice all names from company person display (not just ones tied to the company) making it hard to find the right contact.Is there a way to configure this or do I need to submit a product idea?
We just had an internal webinar at Gainsight where @gopal_rao_kallepu took us very patiently through the newly minted C360/R360 view. If you are on the fence about migrating to NXT, this functionality will seal the deal for ya! So many goodies in a single release!Chronological view of key milestones depicting the customer journey: ARR change, Opp close, EBR, CSM change, Stage change etc. It addresses many of the UI improvements for admins It gives power to the end users It is much more beautiful and intuitive. The design is very thoughtful to hide complexity from the end users/admin but at the same time not compromising on configurability. That combination is rare to achieve. Preview functionality of the customer journey AND preview functionality for the views Addressing the complexity on the relationship 360 view and hierarchies The ability to add logo of the customer in the C360 Smart improvements to the UI to show configuration options such as bringing Timeline to the main view.
Update: Just received further information that ALL reports on C360 can be affected by this issue. Refreshing the page can be a workaround, but you will need to continue to refresh as you toggle between pages, reports, filters, etc. Update: Users are also experiencing this on R360 pages as well We wanted to make our admin community aware of an issue that was found today within the product. Reports built off of Salesforce reports that are displayed on the C360 are not rendering correctly. Customers have reported unreadable reports, and the inability to decipher what the reports are due to text sizing issues. Please note that these are only for reports on C360 that are based off of Salesforce objects. Reports with Gainsight objects are NOT affected. Our Engineering team has been made aware of this issue and are currently working on a fix for this. Our hope is to push the fix within the next 24 hours. We will post updates on this issue as we get them.
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?
My CSMs would like to associate a Timeline Activity created in a customer’s C360 with a CTA that was created in the customer’s R360. Since the Associated Records search won’t find the CTA created in R360, I suggested that for future CTAs, that they initially create them in C360 and not in R360 if they want to associate a Timeline Activity created in C360.
Hi Team,One of my customer is looking to convert the plan info information to word. Ability to export a success plan to a word document, not just powerpoint template. A lot of the content in our plans is text heavy. So, characters are not fitting in ppt. In addition, we create our success plans with our clients. Therefore, the ability to export to word would allow for better consumption of the material and easier collaboration with our clients.Best,Hardik
How would you recommend we generate training certificates for our customers? With Healthcare, we hold trainings for our customers that must attend and complete prior to practice. Once completed and signed off, we are manually generating training certificates and would like to incorporate that into the 360 instead.Is there a way we can create a Snapshot with tokens (like Name, Date, and Training Class Name) but export as a PDF instead of PPT so we can send the branded certificate for each customer? Thanks!
When a user attempts to change the value of a manual scorecard mesure we would like to force them to create a timeline entry to justify why the metric is changing. An error message should be thrown if the user tries to update the manual scorecard measure without any timeline entry. Is that possible somehow? Any ideas how this can be accomplished? Thanks & Regards, Leonel M.
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.
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?
Hello Team,Can we give an option to use "OR" condition in Associated objects on R360.Use case:There is an object in which similar data is distributed in 2 different fields(This is based on mapping in the program).To view the data, we tried using above 2 fields in Associated objects to fetch the data but by default the criteria is created as “AND” and there is no option to change it as “OR”.As a result, we are not able to see all the data in R360. Thanks & Regards,Srikanth
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.
I am looking for a way to handle filtering for both companies in a parent-child relationship and outside of a parent-child relationship (independent). I want to be able to aggregate data when looking at a parent company and utilize the same filter to be able to select an independent company (or child company). Right now the only solution I’ve come up with is to have 2 filters available and hope the user knows if they are selecting a parent company or not. For example, if I am looking at ARR and have 4 companies (Cake with child companies Cupcake and Wedding Cake, and Brownie with no child companies), I’d want to be able to filter to Cake and show the sum ARR of the child companies, Brownie and show the ARR for just that company, or Cupcake and show the ARR for just that company.
Hi All, I’m after some advice please …. I’m sure others have come across the same so hoping someone, somewhere may have a good solution! We are a SaaS company and use SFDC as the main CRM with Gainsight for CS Team. Majority of our customers are individual entities so easily managed in C360s. However, we also have Franchises - some 5 main Parent companies, each has between a handful to 1200 individual franchisees that exist as individual accounts in SFDC, with individual contracts, contacts etc (think major fast food companies with all their stores). These are often tiny customers individually but collectively they can be classed as a High Touch customer. My dilemma is - how can we manage these in Gainsight in C360 effectively? Each of the parent companies will have a CSM assigned but with the current set up of all these thousands accounts set up individually, it’s a nightmare to view and manage them all in one place. Relationships might work but is not an option for us. We cannot mer
Hello,I am looking for a way for our Users to quickly edit a custom Company dropdown field. I thought the Attributes or Summary section on the C360 was the way to go, but I cannot add Company fields here (only Account and Customer). Any suggestions? On SFDC version.Gainsight support suggested having the User go to Data Operations, but it is not a viable solution to give all Users Admin rights and access to Data Operations.
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