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
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?
Before I begin, this could be resolved if we could just assign a weight to score Groups... I have 8 measures that I pulled together under a Support score group. The Support score should equate to 30% of the overall score. If I have done my math correctly (which is always a valid question), this should come out to 3.75 % per measure. When I enter 3.75 for each of those measures, the total only adds up to 24. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180220-83468-8bapyn-Screen_Shot_2018-02-20_at_11-51-34_AM_inline.png[/img] Of course if I change them to 4, it equates to 32 and if I drop them to 3 it equates to 24 also (the tool automatically does the latter f I submit and view the weight distribution again) How am I supposed to split up measures across a group if it won't honor the decimals (that it permits me to enter)?
I have seen this come up with a few customers who have requested the ability of wrapped lines on the Relationship name tile. The amount of space isn't very large, so I can envision this happening with a lot of customers. What we end up seeing is a partial name with three periods. Any plans to allow line wrapping of names controlled at the Admin level?
I am trying to build out a pie chart for each of our CSMs that show the percentage breakdown of their red, yellow and green accounts. However, the Scorecard Fact data source doesn't allow grouping (not possible to add fields in the "By" section). What data source can I use to accomplish this? I see GS scorecards and Account Scorecard History among other options, but I am confused on how these are different and which one would be the best to use here.
We would like to roll out sponsor tracking as this is a key objective requested by our ELT and board, however when testing with some internal profiles (using the LinkedIn URL of my colleagues) all of them have an old job title and old company showing. I’ve yet to find one which is accurate. In some cases the job title and/or company aren’t even present on the profile itself. For example my title shows as Customer Success Manager, I have variations of that on my profile but no job specifically with that exact wording. What’s up with this….?
Good Afternoon- Something I haven't been able to find a resolution to: We have 3 Products (let's call them Product 1, Product 2, and Product 3). The questions are: [b]Question 1:[/b] Can we have individual C360 Product Cards for each different product? We would like the following data to be in each individual card: Card 1: Product 1 - Product 1 Contract Value - Product 1 Expiration Date Card 2: Product 2 - Product 2 Contract Value - Product 2 Expiration Date Card 3: Product 3 - Product 3 Contract Value - Product 3 Expiration Date [b]Question 2:[/b] Also: We would like to only show the appropriate cards for a C360 when the appropriate SFDC field shows as 'Active' for each individual products (and make the cards hide when the approrpiate SFDC shows "Expired/Cancelled". Are either of these possible? Is there documentation that I missed? Thanks! -Jim
We often have to report to the executive team various measures within the scorecard for our top 100 customers. When reviewing the measure, we can see the score but do not have any context as to what is driving that score which would be included in the comments either by the CSM or by the rule that drove the score. Currently, we need to review each account to determine what is driving that score.
Working with a customer we found that there is an inconsistency in the product. This is working as designed but is very confusing. In my demo I have a dummy account and they have 6 entries but only 4 reporting category types (meeting, call, update, email) When I pull a report on Activity Timeline I get 6 results as expected and they all show, I can also filter for email and get the two results as expected. However, when you have a scorecard mass edit report and try to do the same you get a different result. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Image%202018-10-25%20at%204-12-32%20PM-28edee48-2a31-46b8-afa1-e1f980f0a3a0-76868929.png[/img]As you can see we are filtering for the "call" reporting category and it shows 3 accounts. Two of those show "email" as the reporting category. I know this is expected per the talks I have had with internal sources because its pulling accounts that HAVE at least one entry with that reporting category. However, this is
I'm rolling out Success Plans for the first time into my organization and am running into the issue of having to go into each customer and add the success plans, one by one. Is there a way to add one success plans to multiple customers? I don't want to potentially reduce the adoption of Success Plans by the CSMs by having them tediously add SP manually.
Right now in the mass scorecard edit view, you have to go to the chart options and toggle comments on in order to show them in the table. This is pretty annoying since we use comments all the time, and anytime you leave or refresh the page, you have to redo this setting. Can we get an option to keep comments on as a default setting?
Is the initial page load for C360 taking longer with the Nov release? I'm using Chrome & have scrolling turned off but it just seems in the last week (across multiple days & different times of day) that the initial load of the page is slower. Is there anyway that Timeline has negatively affected performance or if some other change has caused a slower load?
I have a request from a customer to be able to hide the "Edit" button on an R360 card. In looking at options, removing this from a permission perspective (removing edit permissions) would cause the user not be able to update thing on the relationship at all. We'd like to have this option hidden so users cannot manually update the actual relationship itself.
We recently deployed relationships to our CSM's and are very pleased with the more focused view on their customers. The one 'gap' that' we have ran into is the ability to view child account data at the relationship level. We organize our relationships by product and a parent account will often have multiple child accounts under it representing different divisions. They have separate contracts which is why they are on different accounts but when it comes to business reviews, we need are now missing the simplicity of clicking a button to aggregate all accounts together for presenting metrics to the customer. Is it on the roadmap to add this functionality to the relationship level?
Is it possible to add our company logo to not only the Title Slide in Success Plan Snapshot but also to the bottom corner of each slide on the Success Plan Snapshot? For example: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180404-99863-1s85inw-2018-04-03_17-00-01_inline.jpg[/img]
Hey Teams, This is Logan from Support. We've heard a few requests for some added configurational options on C360 sections. Specifically; when reports on C360 sections have little data, they are accompanied with an unattractive amount of "white-space". (Example from my demo Org below) [img]https://gainsight.zendesk.com/attachments/token/eugQ94zZlKbsIpQoTrcnGMpu1/?name=inline-529668629.png[/img] Our customers have expressed their desire to be able to adjust the space for reports on the C360 to at least minimize the amount of wasted space like in the above scenario. Thanks for your consideration. Logan Thome
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
We are looking for a way to calculate change in customer health score (overall). My basic research (I am not knowledgable in the area of MDA scorecard options) shows that the "Company" object has a "Current Score" and "Previous Score" value. This would imply that the data exists. What I am looking to do is calculate the differential between these two field values. If it's a non-zero value, then do an action (TBD). My three questions: [list] [*]Am I looking at the right fields? [*]How would someone calculate this in the nature described? [*]How can I capture both positive and negative values?[/list] Thanks everyone!
I'm vetting Success Plans for potential use in our environment. But I'm a big perplexed by the sharing settings. According to [url=https://support.gainsight.com/Success_Plans/User_Guides/Share_Success_Plan]this article[/url], "[i]The Success Plan must be configured for sharing by the admin, with optional security settings[/i]." It redirects me to [url=https://support.gainsight.com/Success_Plans/Admin_Guides/Configure_Success_Plan_for_Sharing]this article[/url], which also states "[i]This article explains how admins can configure a Success Plan for sharing by CSMs.[/i]" This all implies that in order to share Success Plans, the Admin must enable that function. In my Success Plan configuration, I have left Sharing and Security Settings unchecked: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190726at11-07-37AM-77de8b98-810f-4710-a953-49fcf2b4308c-747035406.png[/img] Yet, I still have the option to share Success Plans
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