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.
- 421 Posts
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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 - 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!
Working with a customer we found that there is an inconsistency in the product. This is working as designed but is very confusing. In my demo I have a dummy account and they have 6 entries but only 4 reporting category types (meeting, call, update, email) When I pull a report on Activity Timeline I get 6 results as expected and they all show, I can also filter for email and get the two results as expected. However, when you have a scorecard mass edit report and try to do the same you get a different result. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Image%202018-10-25%20at%204-12-32%20PM-28edee48-2a31-46b8-afa1-e1f980f0a3a0-76868929.png[/img]As you can see we are filtering for the "call" reporting category and it shows 3 accounts. Two of those show "email" as the reporting category. I know this is expected per the talks I have had with internal sources because its pulling accounts that HAVE at least one entry with that reporting category. However, this is
We often have to report to the executive team various measures within the scorecard for our top 100 customers. When reviewing the measure, we can see the score but do not have any context as to what is driving that score which would be included in the comments either by the CSM or by the rule that drove the score. Currently, we need to review each account to determine what is driving that score.
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?
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?
I have a customer that is finding it difficult to type into the boxes on C360 due to the extra edit options for rich text fields taking up a large portion. We would like the ability to either remove this box or hide and to also expand the fields to type in. For example, the field you can see called "Client Sucess Manager" has the option to expand but not the RTA Fields of "Reason Given.." [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Image20190301at10-51-27AM-2bee8357-1aea-41ca-8749-0f41ec87ee61-711823879.png[/img]
I'm vetting Success Plans for potential use in our environment. But I'm a big perplexed by the sharing settings. According to [url=https://support.gainsight.com/Success_Plans/User_Guides/Share_Success_Plan]this article[/url], "[i]The Success Plan must be configured for sharing by the admin, with optional security settings[/i]." It redirects me to [url=https://support.gainsight.com/Success_Plans/Admin_Guides/Configure_Success_Plan_for_Sharing]this article[/url], which also states "[i]This article explains how admins can configure a Success Plan for sharing by CSMs.[/i]" This all implies that in order to share Success Plans, the Admin must enable that function. In my Success Plan configuration, I have left Sharing and Security Settings unchecked: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190726at11-07-37AM-77de8b98-810f-4710-a953-49fcf2b4308c-747035406.png[/img] Yet, I still have the option to share Success Plans
Good Morning- I have a request from our CCO to include a text section in our R360 that lays out the contents of the customer lifecycle stage that a client is currently in. i.e.: If a client is in the "X" lifecycle stage, this is what "X" means: - Summary - Duration - Entrance Criteria - Events - Risks - Opportunities - Exit Criteria The idea here is that as a client moves through the customer lifecycle journey we can reinforce to our CSMs what the meaning of our lifecycle stages are. The text box would automatically update as the client moves from one lifecycle stage to another (unique text for New Client, Onboarding, Adoption, etc.) via the rules engine. As we roll out new functionality, updates would be made to the notes alerting the CSMs of the new functionality. This would be phased out once we determine it is no longer needed and only leveraged for new CSM hires. Is this possible? How would one accomplish this? I explored the option of using Succ
I am trying to build out a pie chart for each of our CSMs that show the percentage breakdown of their red, yellow and green accounts. However, the Scorecard Fact data source doesn't allow grouping (not possible to add fields in the "By" section). What data source can I use to accomplish this? I see GS scorecards and Account Scorecard History among other options, but I am confused on how these are different and which one would be the best to use here.
We're using Success Plans to track the first 30 or 60 days of Intensive Onboarding Support for our clients (depending on which package they've chosen). Our Adoption Specialist wants to see a view that shows each client and the status of each of the onboarding calls (individual tasks within the objectives): [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Onboarding-a3520d78-9d89-4e5d-9dbb-027e6aeaebd9-1326514606.jpg[/img] Column A is the name of the Account, Columns B-J are the name of each Task, Columns K - S are other Account Level Attributes. How can I recreate this report in Gainsight so that the CSM doesn't need to manually create it in Excel?
Is it possible to add our company logo to not only the Title Slide in Success Plan Snapshot but also to the bottom corner of each slide on the Success Plan Snapshot? For example: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180404-99863-1s85inw-2018-04-03_17-00-01_inline.jpg[/img]
Under the Customer Tab, there are four main metrics displayed; ARR, num of customers , MRR and Users. Is there a way to change what is displayed at the top, perhaps remove MRR since we only use ARR ? Or add a customer specific data item that can be summed up from all "my" accounts ?
1. An account from SFDC gets merged into another Account as follows 2. This Merger was done at SFDC end when an SFDC lead gets converted into an account 3. Post this merger - Gainsight Rules that Sync accounts to Gainsight Syncs this merged account to Gainsight that creates a Duplicate in Gainsight 4. This Duplicate account affects the Overall health score of the existing account 5. We deleted the duplicates in Gainsight, The health score issue got resolved. 6. As of now If we find account duplicates the only way to get them deleted is via support ticket to Gainsight. This should be considered to be fixed at Gainsight to Handle the score when account mergers happen at SFDC end. Let me know if anyone else has faced this issue and how you resolved this? Thanks! ~Lokesh
In our success plan playbooks, each task has a description to add some detail and clarity on the objective. My question is: when exporting success plans into a powerpoint presentation, are we able to capture the description detail anywhere? I see it's accessible via the share360 UI, but I'm not seeing the option with exporting a hard copy. Am I missing something?
Would love to hear from the community and GS product guys on best practice ideas when it comes to modelling complex customer hierarchies. E.g. a customer with operations in 40+ regions each with their own local use case for a product/service (but the same product/service). Thanks Jason
I have seen this come up with a few customers who have requested the ability of wrapped lines on the Relationship name tile. The amount of space isn't very large, so I can envision this happening with a lot of customers. What we end up seeing is a partial name with three periods. Any plans to allow line wrapping of names controlled at the Admin level?
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