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.
- 443 Posts
- 1,401 Replies
How do you make a new C360 / R360 layout as the 'default'
Hey Community Does anyone know how to take a new layout and make it the default? We created a new layout for the C360 and R360 in PRODUCTION to test as a pilot. We assigned the new layouts to a handful of accounts so CSM’s can use during their day to day in order to provide feedback on ease of use and experience. Good news, they love the changes! (yay). Bad news, we cant seem to switch this new layout to be the default and worry we have to recreate the layout again in the default layout (boo! not the end of the world, but definite eye roll and WTF moment) Any hacks are also welcomed! Thanks! Andor
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 ?
Filter as “Active” for ALL users that use that C360 view (Default view)
We got an ask from Cody Nichols (CommVault Systems, Inc.). They want to put a filter on the "Person" within the C360 view on an attribute of Active (true or false) however they don't see any options to filter the person as a default view for their end users.
C360 Dashboard For Executives
I want to Provision some internal employees with Viewer Licenses in Gainsight. These people do not work in Customer Success. I want to created a 360 View for them that is different from the view available to CSM's. Currently anyone with Gainsight Access can see all account information in C360. To prevent misinformation, or information overload, I only want to show what we choose to share. Can this be done?
Question on Sponsor tracking
Hi, Quick question. Can a sponsor tracking CTA be triggered from SFDC? For instance, if I have a the Active button on my contact checked, and they leave, and I uncheck that button, could that change trigger the CTA to fire? Or, is tracking through LinkedIn, the Gainsight database, and a manual change the only way to track Sponsor changes?
Training for a new admin
Hi all! I'm working my way through the Gainsight Admin Foundations for SFDC; however, I think it'd be helpful to bring a lot of these conversations to life through conversation. Are there any meet-ups in San Francisco or any other tools you might recommend for a new admin who trying to navigate learning the platform? Thanks! Any advice is much appreciated. Leila
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
Logging Customer Calls and Notes/Tasks/Events to C360 (without having to go to SFDC)
We need a way for CSMs to log calls/events/tasks and notes to a C360 page, especially for the SMB low-touch team. Currently, the only way to do this is to either log a Milestone and post comments OR create a CTA and log comments (but this type of transaction should not be logged as a risk/opp/event).
Need Step By Step Instructions on how to achieve this in Gainsight
(Please don’t Comment with any answers that deviate from what I asked, Step by Step Instructions/Suggestions Only) Existing Playbook Name: CSM - Quarterly Business ReviewRequirement: When the existing CTA w/ this assigned Playbook is closed, the system should auto-trigger a new CTA, of the same type/playbook, due 90 days later, and assign to the CSM on the account.
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!
Adding SFDC Fields to the C360 Page
Is there a way to add SFDC fields to a new section in the C360? As far as I can tell, adding fields to the Attributes section is the only way to do this, but it would be great if we could create a new section so we can add other fields that are relative to the customer that CSMs can check/update while on the C360 page.
Gainsight Vault Report
Hi, I'm Jasmine and I downloaded a few reports from Gainsight Vault that I'd like to add to a dashboard. However, the fields "Current Score Label" "Current Score Name" and "Current Score Value" in the "Count of Accounts by Health Score by CSM" report are blank. I am unsure if I need to re-configure my scorecard or build this report in a different way in order for the current score fields to populate. Thank you in advance, Jasmine
C360 Jumps to Sections
Does anyone else notice that when you visit the Customer Success 360 page for a certain account, that it jumps or scrolls to certain sections on the page regardless of where you click into? It's happening where it also returns to a certain widget halfway down the page when I'm trying to see other widgets instead...
Manual Relationship Addition - UI Cut off
When going to the C360 and manually adding a relationship, the name field only allows for you to put in 40 characters max. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/unnamed1-26f7b282-c5f2-4a9f-bb16-53fc63ca22a4-1796555436.png[/img] For example, we've tried to add one with a name of REFERENCE ADM Project and Portfolio Management. But you'll see that it cuts off the last 6 characters because of the max in the UI. When inserting these from data loader, it allows longer because the length of the Name field is standard length of 80 characters. This really makes the manual relationship add unusable when you have long names, so hopefully we are able to resolve.
Scorecard 2.0 Comment Errors
We use a Scorecard 2.0 dashboard for a monthly meeting to evaluate customer health and next steps. CSMs use the Sentiment measure to record comments about the current situation and then we use the Watch List Next Steps metric/comments to record the next steps. Recently, I have noticed a [b]LOT[/b] of errors when trying to update or simply view metric comments (i.e. complete deletion, reverting to old comments, or pulling comments from other accounts and columns, not sorting correctly). We use these comment fields to update related SFDC fields to flag to exec so it can be really frustrating to backfill when stuff is deleted or messed up. To prevent this, I find myself having to constantly copy and paste to make sure we don't lose old notes. Is this a known issue?
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?
Ui limitation - c360
Hi there, Currently the product puts a limit on the # of fields allowed for the summary section. I understand the balance/concern on loading time. However, need some help on the UI improvement as it's getting difficult. 1. Summary section. I've already used up my 12 fields limit. But need a couple more there. they are from different objects so using report 2.0 to create a new section is very space inefficient. Also, it's a lot to ask for the CSM/team managers to wait for 30 seconds for all the sections to load, and click on a section that is after #5 to find an important summary field for the account. To present it differently, there are more than 10 reference fields that I would like to put at the fingertips of the CSMs. Again could be from different objects. Need a better way to deliver it in the UI so that it stretches the click through journey for something basic. 2. Section created by Report 2.0. I appreciate the improvement of section tab via
Individual Product Cards in the C360?
Good Afternoon- Something I haven't been able to find a resolution to: We have 3 Products (let's call them Product 1, Product 2, and Product 3). The questions are: [b]Question 1:[/b] Can we have individual C360 Product Cards for each different product? We would like the following data to be in each individual card: Card 1: Product 1 - Product 1 Contract Value - Product 1 Expiration Date Card 2: Product 2 - Product 2 Contract Value - Product 2 Expiration Date Card 3: Product 3 - Product 3 Contract Value - Product 3 Expiration Date [b]Question 2:[/b] Also: We would like to only show the appropriate cards for a C360 when the appropriate SFDC field shows as 'Active' for each individual products (and make the cards hide when the approrpiate SFDC shows "Expired/Cancelled". Are either of these possible? Is there documentation that I missed? Thanks! -Jim
Is the initial page load for C360 taking longer with the Nov release?
Is the initial page load for C360 taking longer with the Nov release? I'm using Chrome & have scrolling turned off but it just seems in the last week (across multiple days & different times of day) that the initial load of the page is slower. Is there anyway that Timeline has negatively affected performance or if some other change has caused a slower load?
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