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
I would love to see Gainsight automatically pull in basic biographic information about a customer to be displayed on the C360 page or elsewhere throughout the account. Other success softwares I have used have an "About the Company" section that pulls things like a company description, the amount raised if the company is publicly traded, number of employees, location, link to social sites, etc. all from the web automatically. At least the company description would be great so that we can get a snapshot of what the company does without having to Google them.
I would like to be able to display all cases for each child on their parent account c360. I would also like pretty much everything (I know that is vague) to be aggregated from child to parent if I am looking at the parent account ie scores, cases, projects, survey data, etc.
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.
Hi Team, Because of the following reason the Scorecard 2.0\Success plan section is not showing completely when using gainsight in lightening mode Screen size Salesforce header can’t be hidden in lightning. C360 header and scorecard history bar also consuming space giving less than 20% of the vertical screen space for the timeline component. To fix the issue we need a change to the UI design.Do we have any plans of improving the UI view in lightening in future coming releases ?
Our org has a SFDC contact object. Is it possible to leverage this object on the relationship level, assuming we add in the right fields to identify the product offer? If it is only at the account level, is there a roadmap to make this functionality be available on the relationship level.
I know i can pull this into the attributes but it does not allow you to edit and it also does not allow modification to the layout of the section. So I am looking for a way to pull some text based account level fields into the 360 view that will allow the CSM to see what is housed in the field but also edit if required. Any ideas on how to make this possible?
When scrolling is enabled on C360, can columns on the account hierarchy section fit the widget of the page - at least when there are a small number of columns displayed? FYI - In the demo org, the columns fit when scrolling is not enabled.
Hi, One of the CSMs within my org selected the incorrect "success plan type" and would like to change it. I am aware that you cannot change the "CTA Type" once it's selected. However, is it possible for the GS Admin to make that change in the backend? If so, how? Otherwise, do I have to submit a support ticket? Thank you in advance! -Jasmine
When adding the Comments to a Mass Edit report through the Chart Options from the gear icon, my customer would like the ability to change the field description for each measure's comment. Instead of "Comment" they want "[Measure] Comment". They would like this so they can export the file and change the ordering of the columns without getting confused. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Unable%20to%20Update%20Comment%20Field-403ad3ac-cc52-4fa9-a3f5-a00b42e8dce5-1774049311.png[/img]
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.
Hi guys, Recently I enabled the Relationship in our production and I have some doubts about how we could create our products in the Relationship Object. Currently in the relation of 1:1 (1customer: 1Product) we put the information of the product in Contract Object but to use in Relationship we will migrate it. My question is, what would be the most performative way to launch the records in Relationship? 1. Bulk API 2. Rule Engine 3. APEX Triggers / Class 4. Is there another option? 1. Today our API already creates the account and creates the contracts with the product information. We would have to do an extension to also insert into Relationship. 2. I have seen through your documentation that you are always guiding by rules. However, I see that by rules we can make a delay in our chain queue. 3. By apex, we can create a trigger that fires whenever a contract's record of Product type is created to replicate to the relationship. I have no idea of this performance, but it would allevia
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.
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!
We are preparing to create a new scorecard which will apply to some accounts that previously had a different scorecard. Both of these scorecards will be active simultaneously. Is it possible to still report on the previous scorecard history of an account once it moves to a new scorecard model? Also, is there way to report on accounts by which scorecard model is applied?
We are crafting v2 of our Health Score and some of our score components have a few variables at play. For example, the Support score is looking at # of cases, how long they've been open, and how many get re-opened, etc.. These things could compound to give a customer a bad experience. [i]Is it possible to write a score rule that would allow that scorecard component to start at 100 points and degrade based on things happening? For example: Start customer at 100 points - 5 points for every case opened for more than 20 days - 30 points for every escalated case - 5 points for every case re-opened in the last 90 days If a customer has a combination of things happening, their score would be low to reflect that.
We have implemented Relationships and have built measures and scorecards for our products. I'm trying to determine how we use these relationship scores to rollup to the Customer Health. Our customer health is going to be a combination of the Relationship score(s) and a few customer specific measures. I looked at the "Scorecard Fact" object from Native Data, but that looks to only contain Customer scorecard Metrics. Is there an object that contains Relationship scorecard metrics?[img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170928-37418-a58mth-Rule_inline.png[/img]
I love the hierarchy added to the latest release. it's great when you have customers with multiple accounts due to a large and complex relationship. The challenge I'm finding now is that we have a very ambitious internet research team and as such, have a ton of accounts in some hierarchies. For example, one has over 2000 accounts in their hierarchy, but only a handful are customers. This is for a variety of reasons but I'm wondering if anyone has explored better ways to display customer only accounts. My first thought is that if Gainsight can't do it, how do I implement it? Is a formula field the best option to pull if someone is a Gainsight customer and then use that as a look up?
Hi - I love the idea of the success plan and how I have the ability to export the PowerPoint to my email. However, I noticed that only some of the information from the "Plan Info" tab is being exported onto the first page of the PowerPoint. Is there a way to get all of that "Plan Info" information onto the document or does it only have the ability to pull the "description" box? Thank you in advance!
We use a healthscore dashboard that shows all our customer accounts with all measures making up the healthscore. The dashboard unfortunately is not filterable by score. Sorting is possible by overall score but that applies only to the current page in the dashboard. Since we have many accounts and multiple pages, it becomes difficult to say see all our red accounts together. Has anyone else run into this issue? What would a workaround be to stack all red accounts together?
Hello Guys, In our GS prod we currently have 3 fields that we would like to have the labels changed. These fields are Text Area(255), they are present on the R360 layout as well as on bionic rules. I'd like to know if it is possible to have the field label changed? If so how? I tried changing the labels on the GS Relationship object that we have in SFDC, but the changes did not propagate to GS. Thank you so much. Regards, Ana Costa
Our users need their own 360 and timeline, so trying to create an R360 under a Company object which is our own internal account. Since the Company ID field is blank for all of our users and cannot be updated, i tried to create an ID field within the relationship object and configure the associated object by mapping this ID field on the relationship object with an custom id field within the user object which has a lookup to the ID field on the Company record of our internal account. So when I search for our own internal account, it shows the relationship 360 but doesnt show multiple records (1 per user). Am i missing something? Shouldnt each user have their own 360 now since its a master detail relationship between the internal company account and all the users which belong to it?
Recently, I purchased a subscription for my company for Gainsight but I haven't finalized the SOW for the implementation piece. I already have it installed in my SFDC instance and have taken the Admin 101 training but I can't for the life of me figure out how to set it up to simply show a list of my customers from SFDC and some of their attributes. Can someone point a self-starter like me in the right direction?
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