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.
- 442 Posts
- 1,400 Replies
Hi everyone,We experienced an issue last week with Gainsight when an email was sent to someone who had passed away and was received by a user that had taken over this role, but the email they used remained the same and this understandably caused a bit of upset.For a bit of context we load to people via an S3 file that pulls in all of our active users (staff members that work at the school) and it is updated daily. The rule that loads to people also runs on a daily sync so new users are added each day.However in this particular example as the user was no longer active, they are no longer included in the S3 file.After raising a ticket with support it seems that Gainsight only has the functionality to update/upsert information, but there isn’t necessarily a way to set up a rule that says if a user is no longer included in the S3 file to set them as email opt-out or set them inactive.I was wondering if anyone else has experienced a similar situation and if so, how have you approached this?
Difference between Company Person and Person
Hello Gainsight Admin community, One of the most common questions I have received is “What is the difference between Company Person and Person objects?” and “How to sync data into them?” - This document pretty much covers the Gainsight Person object model in detail. In this post I will be giving understanding of what they are. Person: This object is stores the generic details of the Contact like email, name, first name, Last name etc..Company Person:- This object stores the company associated details of the Contact like role, Segment etc.. - Company Person holds a lookup onto the Person object- Each record in Company Person holds a association with the Corresponding company.- Every Contact in the Company Person is a subset of Person. Why to have two objects as such ? - Consider the usecase where your single Contact is performing two roles as VP and Director to two different companies. In that case if we use Single object and single identifier (email) as a unique combination it will res
Is it possible to bulk upload links to the summary section on a C360?
Hey everyone,I was wondering if anyone knew if it’s possible to bulk upload a google doc link to the C360?I’ve taken a look at the guide here and tried to set it up, but it hasn’t worked (it could very easily be me not following the steps correctly).So I wondering if this process would allow me to do this, or if not would there be an alternate way to do this?
How to remove Relationship field from shared Success Plans
Hi all,I please need help to understand how to remove the field “Company > Relationship” from a Success Plan (shared) as it leads to an error page (error 504 - timeout). I believe it’s because we don’t have Relationships set up? Anyway we don’t need them and to see that field.I wasn’t able to find the right steps. Thanks!
Can the ADD Button in C360 for Related Report be Repointed to another SFDC Page?
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?
Best Practice for CSAT Scorecard
Looking for advice/best practices. Our scorecard is currently set up and operating fairly well. I have 3 groups of measures, one of which is a ‘satisfaction’ group. It has 2 measures - one for CSAT and one for NPS. The CSAT score is derived from helpdesk ticket ratings. I just published a new CSAT survey program with JO that gathers scores and feedback based on a client’s onboarding experience. Is it better to add a separate score into the ‘satisfaction’ group score with appropriate weightings, or merge it with the helpdesk CSAT score? Thanks in advance!
Multiple CSM's on 1 R360 - Best Practice
Hi Everyone,I am curious to know what people’s best practices are for having multiple CSM’s or resources on 1 R360. The situation is the exception and not the rule in our environment. I do not want to create additional fields to capture the resource name as that will cause havoc on reporting, etc. If you have a solution in place, I would love to hear everyones’ ideas. TIA Jessica
Auto-update Renewal Date
I’m looking to find a way to automatically populate a “Renewal Date” field year over year. We currently don’t have a field in our CRM that shows this, however we do have a “Customer Since Date” that marks the start date of the client’s time with us. For any new contract, calculating the renewal date is easy - just add 365 or 366 to the ‘since date’. What I need is a way for our customers who are 1+ years old to have that date refresh automatically after the date passes. For example, if the renewal date is 28/05/2021, then on the day after a rule could then update it and add a year to the field value making it 28/05/2022. I can’t believe this isn’t a default function within Gainsight given that it’s built for the purpose of securing renewals. Is this possible? Has anyone done something similar? Any guidance would be appreciated. Thanks in advance!
Navigation Deep DiveBlog
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
Business Modeler or Not? 90% Accounts have one instance, 10% largest customers have multiple
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
2 different cockpit sections with 2 different views in the C360
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
Unable to edit Person records in the Person section from C360 [NXT]
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 :)
Adding an "Action" column to a related list in the C360
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!
Assigning 2 CSM's to a single Account record - Best Practice?
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?
change the color arrangement of Gainsight within Salesforce
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.”
How do i apply relationships to all accounts
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?
Sponsor Tracking - Old Job Titles and Companies
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….?
Protip: SFDC to NXT Usability
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!
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