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.
- 400 Posts
- 1,295 Replies
Several in my organization have complained that when they post scorecard comments in R360 they cannot update the comment because it refreshes/saves repeatedly. I have seen this occur myself, when you click in the comment block to edit it turns blue and before you begin to type the comment it refreshes and saves the page so when you try to type after it will change the page entirely and go to C360 page or scroll you back up the page. It is very frustrating for my team as we have a deadline to update these comments and some of us have made comments in the range of 50-70, this increases the time it takes to update the scorecard comments tremendously.
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?
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
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?
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.
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?
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.
Hello From a data-security point view, is there a way to block a view and/or exporting functionality of just one section in C360 i.e. to be viewed by only a selected group of people? For example, we have a section in C360 called Revenue which shows a report on the products/services an account purchases. Is there a way to restrict this report to only the account owner and the leadership team, without restricting other reports, or the entire C360 to other users? Thank you Katerina
Everyone here does not have access to Gainsight yet. There are some fields we push from Gainsight to Salesforce for visibility to different teams. However, the field in Salesforce has a 250 character limit. The limit in the scorecard field of Gainsight is a lot larger. Because of this it cause the rule pushing to Salesforce to fail for any comments longer than 250 characters. Can we implement a character limit on the field in Gainsight or setup a right trim when the comment is pushed to Salesforce? Or if you have another suggestion, that would be great!
We are using sponsor tracking to flag when a decision maker or influencer has left the company. I am trying to set up a new scorecard measure to set a score to red if a DM leaves, or green if the DM is still intact. Is there a way I can do this directly using Sponsor tracking reporting? Or is my best bet to use the automated rule that creates a CTA, and to set the scorecard if there is an open CTA for this?
We have accounts where information is only updated on a monthly basis. This makes the scorecard 2.0 trend look odd with blanks each month except for the first trend data point of each month. Can there be a way to set the frequency that the trend snapshots is set?
I figured it would be best to consolidate a list of feedback/requests from our org in one forum. Please let me know if others find these requests useful, or if they will be worked on 1) (FR) We would find it useful if we could use a field to map one or more Companies to a person in this section. This may be difficult, but we have customer users that have worked for different companies that we'd like to show. 2) (FR) We'd like to be able to see multiple orgs in a single view; i.e. show two hierarchies for groups working with product A and B on the same page 3) (Question) Will dragging capabilities only be available in NXT? 4)(FR) Can we create labels for each heirarchy? I.e. name of the product/use case they are working with Thanks!
Is there any way to limit who can see a specific 360 layout? For example, I want to create a layout that contains information that our CSM's don't need to know and I would want to limit the permissions to view that layout to a specific group of users. Same question for the Shared 360 - is there a way to limit who can view/share a specific 360 layout?
When searching for an account in Gainsight using the main blue search box, the Account Name comes up - for us (and everyone else?) this is the main Account name (field = Account Name) that also appears in SFDC. Our SFDC team is renaming some of our global accounts that will result in duplicate names. This may cause confusion with our CSMs when searching for their accounts using the blue search box. My question is therefore - can we somehow change the search box functionality to look up to a concatenation of two fields = Account Name and Account Country? Would this also work for Relationships? Thanks in advance! Katerina
I have a clarification question for my team, are the weights evenly redistributed when a specific data point/metric is NA? Just wanted a better understanding to explain to the team. [url=https://support.gainsight.com/Scorecards/02Scorecards_2.0/02Admin_Guides/Configure_Scorecard_2.0_Measure_Weights]https://support.gainsight.com/Scorecards/02Scorecards_2.0/02Admin_Guides/Configure_Scorecard_2.0_Measure_Weights[/url] Thank you, Jasmine
We use number of Support Tickets as a metric in our scorecard. We have automatic rules set up to both fire CTA's and set the Support score to a warning level when an unhealthily high number of tickets is submitted during a set window of time. We have rules set to close the CTA's when this warning is no longer in effect as well as to return the Support score to a neutral level. In our rule to set the Support Score to a warning level, we add a comment of how many ticket's they've had and what window of time. When we return the score to neutral, we no longer need that comment, but the current rule/action functionality wont allow me to just clear out those comments. Instead, I have to replace it with other text and " " (a space) is not accepted. Being able to clear the comments back to blank would be very useful since the original rule comments are now outdated and irrelevant.
Our internal audit team identified Gainsight as a resource hog because of the Customers Tab. I have drop down in the Customers Tab that shows all accounts that Gainsight Administrators need, but not all reps. I submitted a Support Ticket and they recommended I post here to ask for a permission set to allow certain reports to be viewed by certain profiles or permission sets. I am not sure if this is possible, or even realistic since this might not be a problem for other companies.
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