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
Displaying data in 360
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
Applying playbook to success plan objective: No playbooks are shown as available
Good morning- I'm building some test Success Plans in preparation for launching our first ones later this month and have run into an issue: We're on Relationships. I built a Relationship-level Testing success plan, added an Objective, and attempted to map a playbook to it. No playbooks are available, even though we have a lot of Relationship-level playbooks built. What would be causing this? Thanks -Jim [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/SuccessPlansCannotmaptoaplaybo-c11ad4a1-2ff1-4945-aa1c-5074975a7f30-42330644.png[/img] [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/SPBuild-6676f2f1-448b-4d11-a3b8-f8550572fa35-1057429300.png[/img]
Ability to see what accounts users are "following"
We regularly get contacted by end users who don't understand why they're getting notifications for accounts to which they aren't assigned, and it's always that they have clicked the "Follow" button at some time in the past. Also, when users leave our company, if they had clicked the "Follow" button at some point, we will get failure notifications on emails that were attempted to be sent to that user. Would be great to have the ability to see what users are following which accounts, as well as the ability to forcibly remove the follow on the users behalf.
Is there no way to disable sharing of Success Plans?
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
Success Snapshot 2.0 - anyone successfully using with Success Plans?
We are just beginning to look into enabling the use of Success Plans and want to configure a PPTX deck from which it can be exported. It appears that the Export function within Success Plan feature does not yet support Success Snapshot 2.0, but the Export Success Snapshot 2.0 from the top of C360 does. Is there a way to include the Gantt chart in the snapshot? It doesn't seem to have this natively and I cannot figure out how to include it.
Announcement | Closure of People Maps Beta program
Thank you so much for your participation in People Maps Beta program and sharing your valuable feedback. [quote][h1][b]People Maps Beta program will close on 15th July, 2019. [/b][/h1][/quote] Our product team has evaluated the feedback received during the Beta program and working towards incorporating the feedback into the feature. [b]Important Note for the Participants:[/b] People Maps is a paid for add on feature. If you wish to continue usage of People maps please get in touch with your Gainsight Customer Account Manager (CAM) or Client Outcomes manager (COM) to initiate the commercial discussion regarding the feature. If you do not purchase the People Maps feature, the feature will be discontinued for your instance on the closure of Beta program. Please reach out to your Gainsight CAM or COM if you have any questions. You can also leave your comments in the chat below.
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
Are there any plans to have consistent or editable justification of data in report columns? And ability to reduce column width?
I notice that text values tend to be left-justified while metrics are right-justified. I also am unable to narrow column widths, save, and reflect the narrower columns in the dashboard. This makes the reports unpleasant to look at.
Feedback for Person Beta
Summarizing feedback from CSMs and Account Executives who tested this feature: 1. You can update the linkedin profile on the list view or hierarchy view by manually putting in the URL. If this feature integrated with sponsor tracking and automatically populated that information in that would be helpful to reduce administrative burden. Can you confirm whether this area speaks/writes back to each other if the contact you are adding to the person beta, is also someone who already is listed in sponsor tracking and has their linkedin profile associated 2. When you manually add the linkedin profile to the org chart/people map, it doesnt appear to write back to the list view. We had to go to the list view and manually add it there. 3. The difference between title and role is unclear in terms of where exactly that inforamation pulls from. We associated linkedin profiles to our contacts in people maps, and neither title or role populated in the hierarchy view or the list view 4. It would
Pictures and titles appearing in Person list and People Map org chart
Hello, Not sure if this is a bug but we noticed that the photos of individuals build in an org chart, are not displaying their photos. Should these be pulling in from linkedin? After building my people map, i added the linkedin profile by coping and pasting and refreshed but there was no change. I also noticed when i went back to the "list" view that the linkedin profile did not write back and stick. So under the list view, i updated the same contact with that URL. The titles and roles were not appearing, so assume this is related to the linkedin profile being recognized? Lastly can you explain the difference betwee "Title" vs "role" - are these pulling directly from a source like linkedin? and whats the difference between two? For example if my contact is the president clinical operations on their linkedin profile is that considered title or role? Lastly the "manager" in the "list view" does that only pull from the direct reports
Can't see field path in c360/r360 layout
If you go to c360 or r360 and edit the attributes section you can see that you can rename the field to whatever you would like. Which is great! However if I want to use the field in another area after renaming it or if someone else comes through and tries to add that field (now renamed) to the summary for instance, it cannot be found and the field path is not displayed In this image I renamed Account - CSM > Super duper example [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Image20190618at2-01-10PM_1-cbbc8a8f-e882-45ce-8879-d1246aa358a3-274866425.png[/img] After saving there is no way to tell what that field name is referencing If I go to summary I cannot find my field [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Image20190618at2-03-01PM-1221e01d-6b20-4b92-9b55-87c7f8acc80e-1580170777.png[/img] I think it would be super helpful to show the original field name and or path so that it can be referenced again.
How was your experience of People Maps in Account Widget?
Dear Beta participants, We thank you for your participation and feedback so far. We would like to know, if you have enabled the People Maps feature in your account widget? What was your team's experience in accessing it via Account Widget? Looking forward to hear your team's experince of People Maps. Thank you!
Sorting on Scorecard dashboard
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?
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?
How will Person/People Mapping exist with Sponsor Tracking?
Hello, Can you please share the roadmap for how the new Person/People Mapping feature will exist with Sponsor Tracking in the 360? Will both continue to exist? It seems like Person/People will solve for many enhancement requests that were originally requested under sponsor tracking, so was unsure if Sponsor Tracking will still remain and how it is intended to be used in conjunction with the now new Person Funtionality available? If they continue to both exist, what are the main differences between the two? - My understanding from researching sponsor tracking is it has the ability to generate a CTA when there is a change inthe sponsor, and so that is a unique feature that will not exist with Person/People map, although both can link to the linkedin profile? - Sponsor tracking also is limited to tracking SFDC Contacts only, whereas Person allows you to add external contacts that are not dependent on SF. - Sponsor tracking also integrates with Journey Orchestrator, whereas person
PeopleMaps Feedback - List from our team
I figured it would be best to consolidate a list of feedback/requests from our org in one forum. Please let me know if others find these requests useful, or if they will be worked on 1) (FR) We would find it useful if we could use a field to map one or more Companies to a person in this section. This may be difficult, but we have customer users that have worked for different companies that we'd like to show. 2) (FR) We'd like to be able to see multiple orgs in a single view; i.e. show two hierarchies for groups working with product A and B on the same page 3) (Question) Will dragging capabilities only be available in NXT? 4)(FR) Can we create labels for each heirarchy? I.e. name of the product/use case they are working with Thanks!
People Maps - Dates of Last Met are out of sync
Hi, First of all, thanks for this amazing functionality - it's a privilege to be involved! We seem to have come across a bug though where the Timeline dates in the maps are out of sync by 2 days – for some accounts, some are fine as far as I can see. Not sure if anyone else has experienced it but please advise how to fix this. Thanks Katerina
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.
Update Objective CTA Start and End dates using the Rules Engine
Hey eveyone, new admin, first post. We're looking for a way to dynamically update dates for Objective CTAs in a Success Plan. It would also be nice to be able to outright create them this way as well. Preferably this would be something done through the rules engine, an API load, or something similar. From reading other posts it seems like this is not possible today. Some workaround this using SFDC data loader, which I am unfortunately not familiar with. Our use case - We track implementation projects in a third party project management system that doesn't provide very good visibility outside of the PM organization. We want to use Success Plans to track the high level milestones from these projects for visibility internally and for our customers. If the CSMs have to manually create and continously update these milestones it becomes a bit of a zero sum game for us. I think the ideal scenario here would be to take a CSV that we can export from the PM system and use it to upda
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