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.
- 442 Posts
- 1,400 Replies
Add hover over health score to C360 (as it is in R360)
The improvement in the hover-over capability for health scores in the R360 is really great (see below). Being able to see the label, which is the displayed health score is a big improvement. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160915-861-10lb3ni-Hover_1_inline.jpg[/img] The second screenshot shows what is currently shown in the C360. It does not show the label, which makes understanding the health score still a challenge (see below).[img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160915-117792-1rlntq0-Hover_2_inline.jpg[/img]. Do we know when the C360 will have the same hover-over capability as the R360?
Success Plan Gantt chart display
By design the Gantt Charts will display for all tasks and objectives. Then when you expand and condense the objective "Gantt Chart" will disappear for that objective tasks which we know. The customer that brought this to our attention would like for when you condense the objective that the "green line" also get condensed. I do agree with the user as if you condense something, related content should respond also. Image attached is the condensed view [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20171215-108154-1n4aalz-Snip20171215_24_inline.png[/img]
Customer 360: The Search bar is partially obstructed by a report in one of the C360 sections
If I was viewing a section on the Customer360 that has a report attached to it, and I attempt to perform an Account search in the upper right corner fo the screen, the search becomes partially obstructed by the report I was viewing. See screen cap: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160404-110674-axsj9e-Screenshot_from_2016-04-03_19_32_10_inline.png[/img]
Account merger at SFDC affects accounts Healthscore on Gainsight
1. An account from SFDC gets merged into another Account as follows 2. This Merger was done at SFDC end when an SFDC lead gets converted into an account 3. Post this merger - Gainsight Rules that Sync accounts to Gainsight Syncs this merged account to Gainsight that creates a Duplicate in Gainsight 4. This Duplicate account affects the Overall health score of the existing account 5. We deleted the duplicates in Gainsight, The health score issue got resolved. 6. As of now If we find account duplicates the only way to get them deleted is via support ticket to Gainsight. This should be considered to be fixed at Gainsight to Handle the score when account mergers happen at SFDC end. Let me know if anyone else has faced this issue and how you resolved this? Thanks! ~Lokesh
Scorecard 2.0 Help Text
Hi there, I seem to be having a weird issue where [i]the help text which appears under the slider when setting a health score is only appearing for the high range - medium and low range are not displaying the help text I have set. Wondering if this is a known bug or (more likely) there's something obvious I've missed. Thanks, Alex
[Feature Request] Easy Sponsor Tracking Change Notification Based on Pending to Tracked
Posting on behalf of customer: Currently there are pre provided rules that would fire a CTA based on Sponsor change Title Company, and Location, depending on choice. However, your not quite able fire a CTA or get a user notification that lets you know if a "Pending" status Sponsor card went to "Tracked". One of the collections have status to go off of regarding Tracked, Pending, etc, but there isn't really a date that is unique to this change to go off of. Yes we do have a notification, more like the card UI showing that, but not through CTAs. This is where it would be nice if the backend tracked changed in Tracking status that has support data to make CTAs, maybe include a field that would say Date Tracked? Or User Notification via email saying these sponsors of these accounts are now tracked? Sure you can move values around, tracking the number of pending and taking the difference, but a ready solution would be nice.
How do you indicate a task is owned by a customer in the Gantt Chart view?
This is half question/half crowd-sourcing idea post: We are starting to roll out success plans internally here at Gainsight for our onboarding projects now that the Gantt Chart functionality is in a suitable state. One thing I've noticed is that all tasks are either assigned to me or someone internally on my team because, of course, an internal Gainsight user needs to be the owner of the objective/task. However, in reality, about half the tasks in our onboarding project plans are owned by customers - a.k.a. an external contact not in our instance of Gainsight. Has anyone else come across this issue, and if so how did you handle it? I guess we could look into creating a single dummy user for "customer" that we could re-use for all our success plans, but I'm wondering if there's another option.
Quarter to Quarter Overall Health score report with delta values
Hi Folks, I'm trying to build a Overall health score reports fr my CSM's - My requirement is as follows Build a Average of Overall health score report for CSM's Quarter over Quarter Get the delta of the Average health score between the quater and have this delta value on the report EG - Consider i have a CSM Q42016 - Overall health score - 78.09 Q10217 - Overall health score - 79.06 Delta - 79.06 - 78.09 = 0.97 I have been able to plot the Quarterly Overall health report for CSM, however i'm stuck at getting the delta values I'm very new to Gainsight - Any help on this will be much appreciated. Thanks! ~Lokesh
Success Snapshots export menu on C360 cuts off
Currently, the Export dropdown menu at the top of the C360 does not show all of the available Success Snapshots for export. To get around this, I clicked 'done' on the SS that I wanted to be able to export (in Admin > Success Snapshots), and then it moved to the top of the export list on the C360.
Best way to insert records to GS Relationship Object
Hi guys, Recently I enabled the Relationship in our production and I have some doubts about how we could create our products in the Relationship Object. Currently in the relation of 1:1 (1customer: 1Product) we put the information of the product in Contract Object but to use in Relationship we will migrate it. My question is, what would be the most performative way to launch the records in Relationship? 1. Bulk API 2. Rule Engine 3. APEX Triggers / Class 4. Is there another option? 1. Today our API already creates the account and creates the contracts with the product information. We would have to do an extension to also insert into Relationship. 2. I have seen through your documentation that you are always guiding by rules. However, I see that by rules we can make a delay in our chain queue. 3. By apex, we can create a trigger that fires whenever a contract's record of Product type is created to replicate to the relationship. I have no idea of this performance, but it would allevia
default scorecard not default
A customer recently migrated to Scorecard 2.0. They have two scorecards. One is set to t he default, the other is one they are working through. The issue is the default scorecard only applied to 59 accounts while the second one applied to the remaining accounts. Neither scorecard had criteria applied. The assumption is the default scorecard would be the one that is applied. To get the default scorecard to apply, we had to create a filter for it. AND apply the opposite filter to the second scorecard. Can the default scorecard be default without having to add additional criteria?
Mass Update of Health Scorecard Comments
[b]Problem[/b]: For customers who have segments with high account to CSM ratios, it would be efficient for them to have the ability to update the Scorecard comments via the Rules Engine for multiple accounts. [b]Current State[/b]: The CSM team is currently having to update individual Scorecard comments for over five hundred (500) accounts. [b]Question[/b]: Has anyone run into something similar and found a more efficient way to update?
Explanation of the scorecard
Can someone please explain to me how the scorecard is calculated. Are the lines the average for that week and the big dot is the average for the current week? Or is the big dot an average of the prior weeks? Also, I understand that the arrows are supposed to be trends, but I'm not understanding - like the below shows a downward trend but all of them are red and have the exact same score of 50, shouldn't it be a side arrow? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180801-99569-vv86ym-Sephora_-_Sng___C360_inline.png[/img]
Existence of Active Success Plan in Health Scorecard?
Hello! One of requirements for a specific team CSMs is to have a strategic business plan in place for each customer. These plans are tracked via Success Plans and are called JBP. Is is possible for this to be a part of a healthscore (scorecard 2.0) i.e. track whether there is a success plan present in C360 (it must be set to active and Success plan Type = JBP)? the logic here is that if no JBP plan is found, then Healthscore will be reduced to zero. If plan is present then HS = 100. Can his be achieved? Thanks Katerina
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