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
- 1,354 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?
Hello Admins, Does anyone else notice a change in the Gainsight Summary tab of the SFDC Widget after the latest 6.15 release? Our grid is now stacked instead of inline. Basically, our 6 tiles are now larger and the list of 6 widgets is now under the tiles - not the right where they were & are configured to be. Checking to see if this is a Gainsight issue or a SFDC issue. Always shown below our tiles regardless of browser zoom. All the best, DB
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?
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”.
Hi All, Like many others using Gainsight we are in the process of re-determining our health score and sifting through the data to figure out weights etc. It occurs to me that being able to have a truly predictive health score, one that is data driven and and accurately reflects the prospects of either upsell or churn, is at the very core of what Gainsight is about and essentially what every customer needs. However im unsure what Gainsights plans are for the health score moving forward and would like some further details if possible. I think the way most people are doing it now will be considered very outdated in just a couple years since many of the health score models built are not built using data science methods and even if they are do not learn and adapt over time. What I think everyone needs and will have in a few years on one platform or another is a health score that is determined automatically and updated automatically via machine learning as new data is being ingested.
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?
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
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 ?
A member of our management team previously worked at another organization using Gainsight. He says CSMs were able to override the current Account Score on the C360 Summary screen, simply by clicking the score and changing it. The score still automatically statused itself; this was simply an option the CSM could use if they think the score should vary from what it automatically is. I've scoured the community and documentation, but I don't see this anywhere! Is it possible?
I have a clarification question for my team, are the weights evenly redistributed when a specific data point/metric is NA? Just wanted a better understanding to explain to the team. [url=https://support.gainsight.com/Scorecards/02Scorecards_2.0/02Admin_Guides/Configure_Scorecard_2.0_Measure_Weights]https://support.gainsight.com/Scorecards/02Scorecards_2.0/02Admin_Guides/Configure_Scorecard_2.0_Measure_Weights[/url] Thank you, Jasmine
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
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?
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.
We are creating 4 different Shared 360 layouts for various internal stakeholders at our organization. I wanted to include Account Hierarchy in these layouts but it doesn't seem possible (this is not available in the list of sections to choose from - currently there is only Summary, Attributes, Related List, and Relationships). Will this section be added to the Shared 360 layout in the near future? Thanks! Kate
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 ?
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
Hello, Can you share more information on how Person integrates with SF? And if any enhancements have been made to this in the new beta for people mapping? Our team had originally explored Person however on testing found that information that is changed in a person's record, did not in fact write back to Salesforce. Can you confirm whether that was an existing limitation of the funtionality previously, and whether that is solved for in this beta with new enhancements to person?
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