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.
- 400 Posts
- 1,295 Replies
HI Team, Which Contacts under an Account comes for “Track Contacts” table under Sponsor Tracking. I am using Sponsor Tracking in one R360 (Relationship Level) and when clicking on +Sponsor then only 7 out of 29 contacts (under the Parent Account) comes in the “Track Contacts” table. Wanted to know how Gainsight filters to show limited number of contacts under the parent Accounts. Thanks!
Hi guys. We’re using the NXT addition of Gainsight CS and using relationships to model our customer hierarchy - with the relationships as the different regional child companies. In the support sites I can’t see any mention of business modeller but on the Gainsight university, there’s an admin training course - for the SFDC version - that covers business modeller and talks about it as being the updated/renamed relationships. Are business modeller and relationships the same?
[Note: this info is based on an internal how-to conversation which we thought might benefit others in the Community!]A customer set their scorecard grading scheme as follows: Red 0 - 50, Yellow 51 - 75 and green 76 +. When you attempt to adjust the range for yellow to 51-75 it automatically adjusts the red range to 0 - 51. If 51 is included in both the yellow and red ranges, how do we determine which bucket a score of 51 will be grouped in? Except for the 0-X range, the “From” value is not included in the scoring scheme ranges. In the example above, 51 is not counted twice, it is counted in the Red range only. So in the case of:1) 0-51 range, scores 0-51 are considered as Red.2) 51-75 range, scores 52-75 are Yellow.3) 75-100 range, scores 76-100 are Green.There are no current plans to modify the Label so that 51-75 actually equals 51-75 due to the complexity of the fix. These are not small changes as scheme definitions form the core of measure and rollup scores. We are looking into
A few of my colleagues are getting a black bar in C360 since last week's GS release. Not always at the same place, not for every account. And not for every user (I'm on Chrome, Microsoft and I don't see the bar, not yet anyway). They even tried with different browsers. Chrome and Firefox on Microsoft have it. Safari does not have it. Does anyone out there see this black bar? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/backbarsummary3-ffb89102-396c-4b6c-b9a6-b6800e6f0902-1132274132.png[/img] [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/blackbarUsage2-0050bd75-7fe7-4cc2-8cb8-56e845b47d91-2028557376.png[/img] Thanks! Lyne
Right now in the mass scorecard edit view, you have to go to the chart options and toggle comments on in order to show them in the table. This is pretty annoying since we use comments all the time, and anytime you leave or refresh the page, you have to redo this setting. Can we get an option to keep comments on as a default setting?
Hello fellow Customer Success enthusiast!We had a great discussion on our table and obe person asked the question:Do we have the right people at Gainsight Pulse event? " Are we preaching to the converted and should we actually ensure we take Sales, Product Management and other functions of your organisation to attend with CSM's so they really see the value of CSM and understand the challenges? Isn't customer successs everyones business?
Hi everyone. We’re in the middle of implementing Gainsight NXT and with our implementation partner have set up the relationships functionality to model a complex customer organisation - one parent and 20+ child companies. From what we can see certain functionality doesn’t work as we need it with relationships and I’ve had different guidance on whether this is the best way vs. using the company hierarchy setup (which we understood only works for SFDC users who already have a hierarchy built in their SFDC environment - and we don’t use SFDC; hence why we’ve gone the relationship route). Can anyone point me in the right direction in terms of best practice for modelling company hierarchies?
Docs say that Gainsight basically supports whatever Salesforce supports, as far as browsers are concerned: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190429at12-14-33PM-c2c1c9b8-a2db-470e-a38b-2a1a91ba4609-1575978496.png[/img]This includes IE 11. We are a mostly Microsoft shop and most folks use IE here. But Gainsight doesn't always render very well in IE, and Gainsight always advises us to use Chrome. This is what I generally tell my CSMs too - but if you say you support whatever SF supports, and they support IE, then why does it always act "buggy" with IE, and why are we always told to "use Chrome"?
Is anyone else having issues when scrolling is turned on? When our users are trying to navigate to cockpit in their R360s, it's not visible and looks like it's showing on the right of the window. It just started yesterday so I'm curious if anything in the release would have impacted this. We've tried having them clear their cache but that doesn't seem to be the issue. We've told our users to turn scrolling off in the meantime.
There a numerous objects for scorecards. Though, I have two scorecards that I would like to report off of in the same report. What is the best object for me to do this from or do I need to create a data space to combine my two scorecard objects together?
When creating a dataspace using the Milestone object, I see 3 date fields: [list=1] [*]Milestone Created Date [*]Date [*]Created Date[/list][img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Screen%20Shot%202018-11-02%20at%202-13-cfe0be2e-c405-4d7f-a30a-e985f40d9544-549089647.png[/img] What is the difference between these three fields?
Our internal Gainsight users spend a lot of time on the account page, and some don't really use Customer Succcess 360, so it would be really useful to be able to export the charts and tables included in the Account Widget.
We use a healthscore dashboard that shows all our customer accounts with all measures making up the healthscore. The dashboard unfortunately is not filterable by score. Sorting is possible by overall score but that applies only to the current page in the dashboard. Since we have many accounts and multiple pages, it becomes difficult to say see all our red accounts together. Has anyone else run into this issue? What would a workaround be to stack all red accounts together?
Hi, One of the CSMs within my org selected the incorrect "success plan type" and would like to change it. I am aware that you cannot change the "CTA Type" once it's selected. However, is it possible for the GS Admin to make that change in the backend? If so, how? Otherwise, do I have to submit a support ticket? Thank you in advance! -Jasmine
HI Team, we are in midddle of development and we have a issue which is holding us back. We are trying to integrate a salesforce standard report into the C360 section and it seems that it is not possible. Also we tried to access other external links( google.com) Can anyone here advise if its possible or is there any alternate options for the same. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/IntegrationissuesSFDCstandardr-67c54800-d7d2-4d19-a871-0455183e1754-96236324.jpg[/img] [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/GSintegrationissues-2da09da8-6882-4989-91dc-31604fd200c5-1763789333.jpg[/img]
Hello All, I'm seeking feedback and suggestions on how to make it easier to distinguish between multiple accounts in Gainsight that have the same name. We have multiple accounts which are not duplicates, but share the same name 'George P Johnson' or 'George P. Johnson'. They exist in Salesforce and Gainsight in a 1to1 relation. Each is covered by a different CSM, and the CSMs would like to be able to distinguish which 'George P Johnson' account is their when the do a Customer search in GS. As it stands, when they search by name they get the multiple matching results with no way to know which they cover. Merging the accounts in SFDC isn't an option, they exist for valid business reasons. Any ideas? Thanks! JJ [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/20190816_105330-376df3b2-c5be-454c-9064-d59781ee0f10-1842649601.png[/img]
Heya, Relativly new to configuring Gainsight but I am investigating how to display ticket data for our accounts. I have the data ingestion happening through the S3 into a specific object. But is there a specific section that I can use within the c360 to display the support data? (this has to be ingested via s3 as we are using Freshdesk so there is no standard connector) Chris
Hey all! First time poster, so if this is something widely known... please feel free to let me know and I can pull this down. Our team's challenge was to create Success Plans that loaded fields from multiple SFDC (SalesForce) objects to help our team bring all onboarding information into one place. Moreover, by listing all of our key onboarding goals, we could use the share settings of Success Plans to ensure that client deliverables were known, achievable, and completed by the end of onboarding. I ended up using the following method to load SFDC fields to Success Plans successfully, hopefully it helps someone else trying to do the same. This allowed us to expose info gathered prior to onboarding on the 'Plan Info' tab of Success Plans, though I wasn't able to get them directly into the objectives. If you have found a way to load Matrix/SFDC fields to Success Plan objectives, I'd love to hear it. A note before I begin. This method presupposes that you are ga
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