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.
- 433 Posts
- 1,381 Replies
Manually Override Overall Account Health Score on C360
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?
Health Score Calculation
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
Account merger at SFDC affects accounts Healthscore on Gainsight
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
Bcc to incorrect Timeline
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!
Accessing Past Scorecard History when new Scorecard takes effect
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?
Question regarding the Share 360 button
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.
Percentile calculation in scorecards
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.
More Sections In Shared 360 Layout
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
Update Scorecard measure
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 ?
Quick Reference Guides for Entering Sentiment
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
Do changes in the records of Person write back to Salesforce?
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?
Add a Note/Warning in Relationship section for creation of new records from R360
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.
Best place to store shared document?
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?
Objective Order on Success Plan Template
I love that you can add a template to Success Plans, however I am having a few issues. When I add objectives to the Success Plan Template the order is different when the CSM applies the template. Is there a way to make Success Plan Templates editable like playbooks where you can move the order of the objectives around and then they show up in that order for the CSM? Right now I keep battling with the template by adding and deleting tasks to get them in the order I want, and then for some reason they still show up in a different order when applied to the Success Plan.
Success Plan start date adjustment issue
I'm facing issue while adjusting start date of objective within success plan. The actual issue is the start date is not getting aligned to the newly selected start date of corresponding objective. Please refer below snapshot, where 'Set up SSO' objective start date has been changed to 15th JAN 2019, but start date of underlying task did not changed. (e.g. Send customer SAML Metadat) [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/image1-14c9073a-4cb3-4e13-92c3-cef6e03b8eec-1487334799.png[/img] I have tried this in different org and it looks product bug. Most of the clients using Success Plan complaining on same thing, as it is not feasible to change start date of each and every task.
Capability to scroll through sections of Customer 360 on a Customers list
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.
Success Plan Task Description
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?
New Share 360 users not able to access shared c360 view.
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
Customer Interaction into the Success Plan
It has been talked about for a while that allowing customer interaction into Success Plans is coming. Is there a list of functionality that is expected (roadmap) along with timelines that can be shared? We use Success Plans to track new client Onboarding activities and it would increase client engagement to have the client be able to directly interact with the Success Plan.
How is People Mapping Working for Folks?
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
Does Sponsor Tracking add value?
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
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