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.
- 459 Posts
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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 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
I see many posts about Embed Pages and Parameters on the Account360, but all of the help articles/conversations linked don’t actually provide documentation on how to leverage parameters (the syntax) within the URL. How does this work? Example: In the URL https://pandadoc.uservoice.com/gainsight/account/EXTERNALID/ideas I’d love to pass a numeric string which we currently have as a field in Gainsight to the placeholder text “EXTERNALID”.
Hello! One of requirements for a specific team CSMs is to have a strategic business plan in place for each customer. These plans are tracked via Success Plans and are called JBP. Is is possible for this to be a part of a healthscore (scorecard 2.0) i.e. track whether there is a success plan present in C360 (it must be set to active and Success plan Type = JBP)? the logic here is that if no JBP plan is found, then Healthscore will be reduced to zero. If plan is present then HS = 100. Can his be achieved? Thanks Katerina
Haven’t found any articles or thoughts on this topic so I wanted to start up a thread on it. Interested to hear how others have communicated this internally, and how their companies view customer health when it comes to a customer actually renewing their contracts. Our company: Almost all of our customers are on year-long contracts, and our pricetag is fairly high, so we tend to end up with almost exclusively high touch customers. We’ve been around for ~10 years, and have had a CS org for 8 of those. We defined our current health scores under a previous VP of CS and have had some new C level executives join right around that time, or after. My problem: Our health scores are ‘inaccurate’ when it comes to predicting renewals. The CSMs aren’t managed to them, and they are often misinterpreted as a likelihood to renew. I’ve tried using the analogy of the hang gliding CEO to illustrate how we should be thinking about customer health, account risks, and how they relate to renewals. Pict
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.
Hey all! First time poster, so if this is something widely known... please feel free to let me know and I can pull this down. Our team's challenge was to create Success Plans that loaded fields from multiple SFDC (SalesForce) objects to help our team bring all onboarding information into one place. Moreover, by listing all of our key onboarding goals, we could use the share settings of Success Plans to ensure that client deliverables were known, achievable, and completed by the end of onboarding. I ended up using the following method to load SFDC fields to Success Plans successfully, hopefully it helps someone else trying to do the same. This allowed us to expose info gathered prior to onboarding on the 'Plan Info' tab of Success Plans, though I wasn't able to get them directly into the objectives. If you have found a way to load Matrix/SFDC fields to Success Plan objectives, I'd love to hear it. A note before I begin. This method presupposes that you are ga
[Note: this info is based on an internal how-to conversation which we thought might benefit others in the Community!]A customer set their scorecard grading scheme as follows: Red 0 - 50, Yellow 51 - 75 and green 76 +. When you attempt to adjust the range for yellow to 51-75 it automatically adjusts the red range to 0 - 51. If 51 is included in both the yellow and red ranges, how do we determine which bucket a score of 51 will be grouped in? Except for the 0-X range, the “From” value is not included in the scoring scheme ranges. In the example above, 51 is not counted twice, it is counted in the Red range only. So in the case of:1) 0-51 range, scores 0-51 are considered as Red.2) 51-75 range, scores 52-75 are Yellow.3) 75-100 range, scores 76-100 are Green.There are no current plans to modify the Label so that 51-75 actually equals 51-75 due to the complexity of the fix. These are not small changes as scheme definitions form the core of measure and rollup scores. We are looking into
I am working with a customer in which he requested mentioned feature that a specific person should get notified when score falls below at a certain level for their customers. Could someone please confirm if such configuration is available ?
Hello, Can you share more information on how Person integrates with SF? And if any enhancements have been made to this in the new beta for people mapping? Our team had originally explored Person however on testing found that information that is changed in a person's record, did not in fact write back to Salesforce. Can you confirm whether that was an existing limitation of the funtionality previously, and whether that is solved for in this beta with new enhancements to person?
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.
Is there an option to show hyperlinks to customer records in other systems from the C360 views? A few customers have asked for this ability. An example can be a link to Aria or an internal system. The hyperlinks already exist in the Account record in SFDC, but is there an option to also show them and make them clickable from the C360 page?
Our Scorecard is calculated and fed in externally. In order for the measure values to display correctly as it pertains to the overall score, we're using the method of basically weighting all our measures 0% contributive to the Overall Score. In the new UI, now the little blue label shows 0% weight on all the measures, which makes it seem like the measures don't actually contribute to the score, when they do. Would be good to have the ability to turn off the little blue % label. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190212at8-58-17AM-fdecc7a9-958a-433c-9d58-45b9a03bf432-1563597536.png[/img] [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190212at9-01-11AM-d7e22030-ce59-44c5-9229-c289dcc863de-2010556477.png[/img]
Is there a way to incorporate something like Google Alerts to pull in news feeds or negative news (i.e., a company being acquired)? I found an old post regarding possible use of Google Alerts via Chatter but the links were no longer valid and the post was from several years ago.
https://www.gainsight.com/blog/creating-a-balanced-scorecard-in-gainsight/ I saw your blog but I couldn’t find the Smart Score or Predictive Scores in Gainsight, we have implemented Scorecard 2.0 Will someone be able to help us locate the exact setting we need to make to invoke Smart or Predictive Scores?
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?
I'd like to calculate an average CSAT score for surveys submitted in the last 180 days for a scorecard metric. We have this set up for NPS but obviously without a standard CSAT question (I know that is under consideration) I'm not sure how to go about setting a similar metric. Is there a way I could assign each of our 5 CSAT responses a 'score' and then average them for the account? I don't want to just use the most recent response since that wouldn't give us the full picture if multiple users complete the survey in a short time frame.
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.
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.
Hello Admins, Does anyone else notice a change in the Gainsight Summary tab of the SFDC Widget after the latest 6.15 release? Our grid is now stacked instead of inline. Basically, our 6 tiles are now larger and the list of 6 widgets is now under the tiles - not the right where they were & are configured to be. Checking to see if this is a Gainsight issue or a SFDC issue. Always shown below our tiles regardless of browser zoom. All the best, DB
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