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.
- 411 Posts
- 1,329 Replies
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!
We got an ask from Cody Nichols (CommVault Systems, Inc.). They want to put a filter on the "Person" within the C360 view on an attribute of Active (true or false) however they don't see any options to filter the person as a default view for their end users.
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 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?
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!
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