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.
- 404 Posts
- 1,308 Replies
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.
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.
Hi everyone,We experienced an issue last week with Gainsight when an email was sent to someone who had passed away and was received by a user that had taken over this role, but the email they used remained the same and this understandably caused a bit of upset.For a bit of context we load to people via an S3 file that pulls in all of our active users (staff members that work at the school) and it is updated daily. The rule that loads to people also runs on a daily sync so new users are added each day.However in this particular example as the user was no longer active, they are no longer included in the S3 file.After raising a ticket with support it seems that Gainsight only has the functionality to update/upsert information, but there isn’t necessarily a way to set up a rule that says if a user is no longer included in the S3 file to set them as email opt-out or set them inactive.I was wondering if anyone else has experienced a similar situation and if so, how have you approached this?
Hello Gainsight Admin community, One of the most common questions I have received is “What is the difference between Company Person and Person objects?” and “How to sync data into them?” - This document pretty much covers the Gainsight Person object model in detail. In this post I will be giving understanding of what they are. Person: This object is stores the generic details of the Contact like email, name, first name, Last name etc..Company Person:- This object stores the company associated details of the Contact like role, Segment etc.. - Company Person holds a lookup onto the Person object- Each record in Company Person holds a association with the Corresponding company.- Every Contact in the Company Person is a subset of Person. Why to have two objects as such ? - Consider the usecase where your single Contact is performing two roles as VP and Director to two different companies. In that case if we use Single object and single identifier (email) as a unique combination it will res
Hey everyone,I was wondering if anyone knew if it’s possible to bulk upload a google doc link to the C360?I’ve taken a look at the guide here and tried to set it up, but it hasn’t worked (it could very easily be me not following the steps correctly).So I wondering if this process would allow me to do this, or if not would there be an alternate way to do this?
Hi all,I please need help to understand how to remove the field “Company > Relationship” from a Success Plan (shared) as it leads to an error page (error 504 - timeout). I believe it’s because we don’t have Relationships set up? Anyway we don’t need them and to see that field.I wasn’t able to find the right steps. Thanks!
The current ADD button for Use Cases on our C360 re-directs to the standard SFDC process for adding a new case. We’ve made customizations to this process, so our process doesn’t align with what is standard in SFDC. Is it possible to re-point the ADD button for Use Cases to a new SFDC page for adding use cases?
Looking for advice/best practices. Our scorecard is currently set up and operating fairly well. I have 3 groups of measures, one of which is a ‘satisfaction’ group. It has 2 measures - one for CSAT and one for NPS. The CSAT score is derived from helpdesk ticket ratings. I just published a new CSAT survey program with JO that gathers scores and feedback based on a client’s onboarding experience. Is it better to add a separate score into the ‘satisfaction’ group score with appropriate weightings, or merge it with the helpdesk CSAT score? Thanks in advance!
Hi Everyone,I am curious to know what people’s best practices are for having multiple CSM’s or resources on 1 R360. The situation is the exception and not the rule in our environment. I do not want to create additional fields to capture the resource name as that will cause havoc on reporting, etc. If you have a solution in place, I would love to hear everyones’ ideas. TIA Jessica
I’m looking to find a way to automatically populate a “Renewal Date” field year over year. We currently don’t have a field in our CRM that shows this, however we do have a “Customer Since Date” that marks the start date of the client’s time with us. For any new contract, calculating the renewal date is easy - just add 365 or 366 to the ‘since date’. What I need is a way for our customers who are 1+ years old to have that date refresh automatically after the date passes. For example, if the renewal date is 28/05/2021, then on the day after a rule could then update it and add a year to the field value making it 28/05/2022. I can’t believe this isn’t a default function within Gainsight given that it’s built for the purpose of securing renewals. Is this possible? Has anyone done something similar? Any guidance would be appreciated. Thanks in advance!
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