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.

  • 453 Posts
  • 1,425 Replies

453 Posts

K
kunkelmbRegistered User
asked in 360 Company & Relationships

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!  

1
john_apple
Golden Ruler
3 years ago
darkknight
Grand Slammer
darkknightGrand Slammer
asked in 360 Company & Relationships

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?

3
K
Veteran Rookie
3 years ago
S
Veteran Rookie
sandeepchidiriVeteran Rookie
asked in 360 Company & Relationships

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. 

0
S
Veteran Rookie
3 years ago
B
Shoshin
bayareaguyShoshin
asked in 360 Company & Relationships

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.  

3
shantan_reddy
Gainsight Employee: Rookie
3 years ago
kate_green
Team Captain
kate_greenTeam Captain
asked in 360 Company & Relationships

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

4
R
Veteran Rookie
3 years ago
S
Veteran Rookie
sandeepchidiriVeteran Rookie
asked in 360 Company & Relationships

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 ?

1
shantan_reddy
Gainsight Employee: Rookie
3 years ago
justinduffell
Shoshin
justinduffellShoshin
asked in 360 Company & Relationships

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

2
sai_ram
Grand Slammer
3 years ago
M
Shoshin
michellebShoshin
asked in 360 Company & Relationships

Can you add attachments/files to a CTA? If so, can they be added to success plan objectives?

Can you add attachments/files to a CTA? If so, can they be added to success plan objectives?

1
darkknight
Grand Slammer
3 years ago
shiela_kern
Shoshin
shiela_kernShoshin
asked in 360 Company & Relationships

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?

6
katerina_nemcova
Team Captain
3 years ago
W
Veteran Rookie
wmurthyVeteran Rookie
asked in 360 Company & Relationships

Does Gainsight allow me to store URLs in the Customer 360 page?

My CSMs want to store Account specific information like URLs, Shared folder location, etc. in the Accounts 360 page. In the implementation we have save that as text, but Gainsight is not recognizing it as Links.  Is this possible?

5
W
Veteran Rookie
3 years ago
S
Gainsight Employee: Rookie
sahil_nazirGainsight Employee: Rookie
posted in 360 Company & Relationships

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.

0
S
Gainsight Employee: Rookie
3 years ago
J
Team Captain
jrivaTeam Captain
asked in 360 Company & Relationships

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?

2
J
Team Captain
3 years ago
ellenoangieslistcom
Shoshin
ellenoangieslistcomShoshin
asked in 360 Company & Relationships

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.  

9
HollySimmons
All Star
3 years ago
L
lflorezRegistered User
asked in 360 Company & Relationships

Score based on company's stock?

Hello, Is it possible to have a score related on the customer’s financial performance (Stock performance) and show it to the CSM as a non-renewal risk? What do you think about this idea, and how would be the implementation? Thank you!

7
M
Shoshin
3 years ago
jayant_kolhe
jayant_kolheRegistered User
asked in 360 Company & Relationships

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.

5
andorfuhrer
Team Captain
3 years ago
K
kristenlRegistered User
asked in 360 Company & Relationships

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.

3
sai_ram
Grand Slammer
3 years ago
K
Shoshin
kytpowellShoshin
asked in 360 Company & Relationships

Automating Relationship Contacts

Hello -   I constantly get feedback from end-users that adding contacts to relationship contact section manually is time consuming. Is there a way to automate the adding of contacts into the Relationship contact section of the R360?  

2
sai_ram
Grand Slammer
3 years ago
niki_olmstead
Shoshin
niki_olmsteadShoshin
asked in 360 Company & Relationships

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?

4
niki_olmstead
Shoshin
3 years ago
dan_wiegert
Gainsight Employee: Champion
dan_wiegertGainsight Employee: Champion
asked in 360 Company & Relationships

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

1
sierra_evans
Team Captain
3 years ago
jordan_clark
jordan_clarkRegistered User
asked in 360 Company & Relationships

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.

4
anthonysabato
Veteran Rookie
3 years ago
andorfuhrer
Team Captain
andorfuhrerTeam Captain
asked in 360 Company & Relationships

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

2
sai_ram
Grand Slammer
3 years ago
andorfuhrer
Team Captain
andorfuhrerTeam Captain
asked in 360 Company & Relationships

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

4
kunal_bhat
Shoshin
3 years ago
sarah.kiani
Shoshin
sarah.kianiShoshin
asked in 360 Company & Relationships

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!

1
john_apple
Golden Ruler
3 years ago
andorfuhrer
Team Captain
andorfuhrerTeam Captain
asked in 360 Company & Relationships

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

1
john_apple
Golden Ruler
3 years ago
ankur_bhat
ankur_bhatRegistered User
asked in 360 Company & Relationships

Extract data from heterogeneous databases.

Currently, we are unable to fetch data from heterogeneous databases in MDA. Can we make this possible in future?

18
shiv_kumar_katiyar
Gainsight Employee: Team Captain
3 years ago

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