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
Hi Team Currently share 360 button is visible for all type of users.Do we have any plans in future to implement in such as way that the share option won’t be visible for the viewer license users ? Use-case: Currently when the viewer user clicks that button they will be restricted with the access. Customer doesn’t want that experience they directly want to hide the share360 button itself.
We are using Scorecard 2;0. We dont want to define what the thresholds are but just assign a percentile score with 5 levels, 0-20 percentile is level 1 , 20-40 level 2, 40-60 percentile level 3, 60-80 level 4, 80-100 level 5. How do we define percentile thresholds in the set score action? Eg. Simple eg Number of Support Visits to Account are 10,9,8,7,6.5,4,3,2,1 for 10 accounts. Accounts with 10 and 9 visits will be automatically assigned the top level since its in the 80-100 percentile and so forth, without defining a fixed threshold as these values can be dynamic.
Hi Ya’ll! Good Morning, Happy Thursday! I am new to the Gainsight Family, still learning the best ways to maximize the system. We are asking CSMs to update Sentiment on the C360 scorecard. Have any of you developed best practices for entering and keep this up to date? Any examples of Quick Reference Guides you company has created? Also, does your company only allow CSMs to update the sentiment? We are determining, specifically for the tech touch customers, what the cadence should be for update and who should be asked to update Sentiment. Any thoughts are appreciated! Thanks, Justin
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?
One of the customer has faced the issue where the new record creation from R360 does not pre-populate the relationship name. Relationship name not getting auto populated while creating a new record from R360 when the section is update by a user not having view all data permissions enabled. Customer has requested to have a Note/Warning in Relationship section so that the modifications are made only by the user that has required permissions so that auto-population of relationship is possible.
Hi Team Currently a customer has 2 scorecards for few accounts and looking to update the score card measures which is not selected in the C360 section. When they run the rule the rule is updating the accounts in which that score card is selected in C360 section and for remaining accounts it is not getting updated as those accounts doesn’t have that scorecard selected in the C360 section. Is there a way that customer can update the measure irrespective of which scorecard they have in C360 ?
Many of our CSMs have shared documents they work on with customers and I’d like a place to store them so they’re easily accessible in the C360. Has anyone used these feature for something similar? Is there a better option? Eventually we’ll be using Success Plans to manage this information, but we’re not there yet. One other note: when I go to my C360 Layout to edit the existing layout, there’s nothing there. How is it possible that there isn’t a layout to edit when there’s definitely sections, including custom ones (built by our implementation consultant), in our C360?
I ran into an odd situation regarding Share360 when working with a customer. In situations where an external contact is having a share360 view sent for the first time there is a backend job that adds said new contact into the MDA User table to facilitate the C360 share. Apparently there is a 2-4 hour delay in this user addition step, but there is no delay in the share360 email being sent. What ends up happening is that if the new share recipient tries to access the shared view, they are greeted with a blank screen. In order to correct this you have to revoke and re-do the share. To me, this seems like an enhancement request. As Share360 is an email send step, could something like a conditional wait be added into the Share 360 email send step that checks to make sure that all users included in the C360 share exist in the MDA user table prior to sending the share emails? The most analogous function to what I am thinking is using a Formula field on a Program Conditional wait to poll a par
Hi, This may sound a bit old-school but I often find myself needing to look up a common piece of information that’s not on the Customer List view. So, I wish there were a way, like on some CRM’s and databases I’ve used in the past, that you could go to a specific module on the 360, say the Health Score for example, and click an arrow forward and scroll through my customers’ to view all their Health Scores. Or active features, Contacts, etc. Any advice appreciated.
Hi Gainsight fam! Here at Gong, we are in the midst of rolling out our Gainsight instance. Since our Customer Success team lives within our own tool, we are aiming to embed a page on C360 that gives the respective Gong instance of that customer. We have a similar set up in Salesforce and it creates a smooth navigation experience for CSMs going in between platforms they use often. We would also like to ideally replicate the process for our analytics tool, Sisense. I see the documentation on embedded pages is light for NXT. Are there other customers who have successfully integrated their Gong/Sisense views on C360? Would love to understand the process!
Hey Community Does anyone know how to take a new layout and make it the default? We created a new layout for the C360 and R360 in PRODUCTION to test as a pilot. We assigned the new layouts to a handful of accounts so CSM’s can use during their day to day in order to provide feedback on ease of use and experience. Good news, they love the changes! (yay). Bad news, we cant seem to switch this new layout to be the default and worry we have to recreate the layout again in the default layout (boo! not the end of the world, but definite eye roll and WTF moment) Any hacks are also welcomed! Thanks! Andor
Hey GS Fam! Interested in people’s experience with People / Person Mapping in Gainsight? Any success stories you would like to share? Or features your team just absolutely LOVES? Or What are some gaps in the functionality that doesn’t allow value to your org? Thank you in advanced! Andor
HI GS Fam Looking into the potential rollout of Sponsor Tracking on the C and R260 level. Does anyone have any success stories with Sponsor Tracking? Anything that has worked and has not worked? Things to keep in mind? Does it add value to a CSM’s day to day? best practices y’all concocted? :) Thanks! Andor
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 ?
Hi, Quick question. Can a sponsor tracking CTA be triggered from SFDC? For instance, if I have a the Active button on my contact checked, and they leave, and I uncheck that button, could that change trigger the CTA to fire? Or, is tracking through LinkedIn, the Gainsight database, and a manual change the only way to track Sponsor changes?
Hi - I am trying to understand the difference between the GS Relationship object and the Relationship standard object in MDA. I noticed in reporting I can always get back to the GS Relationship object but I can usually get back to the relationship object. Though, it seems I have more accurate data in the GS Relationship object where there are a lot of nulls in my Relationship object. I’m not sure if I need to be writing rules to update the Relationship object with what is stored in GS Relationship but I need to make sure these objects match. Does anyone have insight on the difference between these object or why there isn’t just one standard relationship object?
HI Team, Which Contacts under an Account comes for “Track Contacts” table under Sponsor Tracking. I am using Sponsor Tracking in one R360 (Relationship Level) and when clicking on +Sponsor then only 7 out of 29 contacts (under the Parent Account) comes in the “Track Contacts” table. Wanted to know how Gainsight filters to show limited number of contacts under the parent Accounts. Thanks!
Hi guys. We’re using the NXT addition of Gainsight CS and using relationships to model our customer hierarchy - with the relationships as the different regional child companies. In the support sites I can’t see any mention of business modeller but on the Gainsight university, there’s an admin training course - for the SFDC version - that covers business modeller and talks about it as being the updated/renamed relationships. Are business modeller and relationships the same?
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