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 Gainsight community. For those of you who I haven’t met, I am Ciara Peter our head of Product Design. Something that’s top of mind for us right now is navigation. We’ve heard from many of you that our navigation can be difficult, but navigation can mean so many things. Here are a few areas that come to mind. Please let us know in the comments which of these are high priorities for you? Also please let me know if we missed something in this thread entirely. Please be candid! Thank you.Relevance of landing page and visible navigation options Interaction of the left navigation menu Ordering and hierarchy of the left navigation menu Ability to find a specific customer Jargon / feature names
Hi - we are trying to make a decision whether to use business modeler or not and are looking for other companies like ours that can offer some advice. Our company has a single product. Our SFDC implementation includes both parent and child accounts, but CSMs are most closely centered on product instances / contracts. On any account, a customer may have multiple product instances/environments with multiple CPQ contracts, which have different stakeholders, may have different buyers, etc. The majority of our customers (90-95%) have a single instance/contract per account, but for a lot of our largest global, high ARR customers, they have different teams/regions/child companies using different instances and contracts that we treat largely separately although it’s important to consider them together as well. Although we try to maintain a strict 1:1 relationships between Contracts and Instances, there are a few cases where folks have sold multiple instances under one contract (which makes tyi
Hello everyone in the C360, I would like to have 2 types of Cockpit : one with the regular view and another one (ex. Support) which has a specific view assigned (ex: all CTA related to Support activities).When I currently try to add two cockpit sections in the menu, they point out to the same default view.Does anyone know how to proceed ? Thanks a million !Clement
Quick tip: Once after you sync the contacts from the connector sfdc job from Salesforce contact to Gainsight Person you will have a facility to add the person section in C360.Steps to add Person section in C360:Administration → Company → C360 layouts → edit layout → Add the Person section Click on gear/configure icon in the person section. Select list view if you want to merely see the Person data as a report from 360 Person section Select detail view if you want to edit the person records from C360 person sectionWhy I’m not able to edit person records:Make sure you have super admin permissions Make sure you have got edit admin permissions on the fields in the Person object. You must enable detail view as mentioned in the 4th setp above inorder to be able to edit the Person fields. Only the fields you have added in the detial view will be applicable for an edit operation and all other fields remain static.Hope this helps!Happy Gainsighting :)
Hello Community,I’m trying to add a new section to the C360 - a related list. The report is a list of campaigns and initiatives from SFDC.Nevertheless, I don’t see the “Action” column being added. I’d like to give the opportunity to my users to view / edit the related SFDC object with just one click (they do have permissions).So far I’ve only found posts here with the problem that other community members cannot hide this column.. Well I cannot make it appear! :DWe are using NXT. Do you have any ideas? Thanks!
What has been your approach or best practice for assigning and managing an account that has 2 CSM’s assigned. The scenario can be a primary customer CSM that works in the geography of the customer corporate offices with the decision makers and a secondary CSM working in another country or geography with the system owners in that area. Both CSM’s would have activities to track, but believe only a single CSM can be assigned to an account record, correct? How have you solved for this?
In salesforce lighting we are disabling expand or collapse button due to SFDC limitation.So we have below ask from customer.“Our Salesforce instance is branded for our company which makes the Gainsight search bar & Salesforce search bars almost identical in coloration. I think we could get around the expand/collapse button not working & being removed easier if we were able to make Gainsight more distinct within our Salesforce instance.”
I have defined a relationship to get through a use case of a different BU under the account. I have create the relationship type, associated the company object through GSID, configured the search to show the relationship , clicked on sync search, what i have noticed is the relationship doesnt appear automatically to all accounts, and i have to go to each individual account to configure the relationship through the Customer 360 menu option. Am i missing something?
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….?
To all Admins out there that have gone from an SFDC instance to an NXT (as I currently am) I have discovered a small but useful tip that will alleviate some potential frustration. When leveraging Data Designer in NXT, in order to ASSURE your company/account lookups are successful, (especially in C360 reports) you MUST include the GSID in your dataset. While this may be common practice to some Admins, this was not “yet” a common practice for me. Going forward, it’s the GSID for me, everywhere and anywhere :) Shout out to @chris_mudd from support on helping me get my learn-on!
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
Would love to hear from the community and GS product guys on best practice ideas when it comes to modelling complex customer hierarchies. E.g. a customer with operations in 40+ regions each with their own local use case for a product/service (but the same product/service). Thanks Jason
We have a requirement where CSMs are needed to collect data about their customers and populate it into gainsight. The Questionnaire has around 25-30 questions This Activity can span over a week or two Was thinking to populate custom fields for each these on the ‘Company’ Object and making it available in C360...not sure if it ideal...any thoughts? Whats the best possible way out of this?
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”.
Within Gainsight, we are trying to find an easier way to view only accounts we want without having to make a new dashboard or list for each CSM. I noticed the “follow +” button at the top of the C360 in gainsight for customers. If I follow all of my accounts, is there a way to see all the accounts I am following in Gainsight so I can use that page for reference instead of having to search for my accounts individually?
Hi, we manage multiple products which have multiple pages. I have had multiple accounts where I send an email to a contact on the Product A’s R360 page, but then it ends up being posted on Product B’s R360. I did look at the Relationship Contacts on both products and the contact is listed on both. Right now any messages going to the wrong timeline, I just have to copy and paste that message to the correct timeline. It would be great if there was a dropdown capability in a single message on a timeline that would give you the option to move it to another timeline on that same account. Is there a way to easily resovle this issue? any feedback is welcome!
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