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.
- 435 Posts
- 1,383 Replies
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
Embed pages on C360
Hi Gainsight fam! Here at Gong, we are in the midst of rolling out our Gainsight instance. Since our Customer Success team lives within our own tool, we are aiming to embed a page on C360 that gives the respective Gong instance of that customer. We have a similar set up in Salesforce and it creates a smooth navigation experience for CSMs going in between platforms they use often. We would also like to ideally replicate the process for our analytics tool, Sisense. I see the documentation on embedded pages is light for NXT. Are there other customers who have successfully integrated their Gong/Sisense views on C360? Would love to understand the process!
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
User want to get an email notification/alert when a client falls below a certain score.
I am working with a customer in which he requested mentioned feature that a specific person should get notified when score falls below at a certain level for their customers. Could someone please confirm if such configuration is available ?
Is there a way to incorporate a news feed into Gainsight?
Is there a way to incorporate something like Google Alerts to pull in news feeds or negative news (i.e., a company being acquired)? I found an old post regarding possible use of Google Alerts via Chatter but the links were no longer valid and the post was from several years ago.
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?
Relationship Objects in MDA and SFDC
Hi - I am trying to understand the difference between the GS Relationship object and the Relationship standard object in MDA. I noticed in reporting I can always get back to the GS Relationship object but I can usually get back to the relationship object. Though, it seems I have more accurate data in the GS Relationship object where there are a lot of nulls in my Relationship object. I’m not sure if I need to be writing rules to update the Relationship object with what is stored in GS Relationship but I need to make sure these objects match. Does anyone have insight on the difference between these object or why there isn’t just one standard relationship object?
Success Plan in Share 360
Is anyone else struggling with why showing Success Plans in the Share 360 is mutually exclusive to share with either contacts OR users? Why not both? If the idea is for a user to share the 360 with a contact, why have the binary permissions? If I select show preview for contacts, as a user I am presented a message that no success plans exist. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ConfigureShare360SuccessPlanSn-b21f56be-b8ef-4b36-a337-728b6bd132f8-1640868215.png[/img]
Which Contacts comes in the list of "Track Contacts" under Sponsor Tracking
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!
Are business modeller and relationships the same?
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?
Scorecards 2.0: How the Numeric (0-100) Grading Scheme Range Works
[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
Black bar in C360, since the last GS release...
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
Show Comments by Default in Mass Scorecard Edit View
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?
Who should attend Gainsight
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?
The best way to set up complex company hierarchies
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?
Is Internet Explorer really supported?
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"?
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