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.
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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?
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]
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
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?
Feedback from Jeff Kirkpatrick: With the Scorecard UI Enhancements in this release, the Scorecard Measure names are getting truncated in the C360 view where they were not before: 5.17: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Screen%20Shot%202018-11-14%20at%202-06-0b34abae-4852-4969-b74c-ff451ddb1f6f-836089933.png[/img] 5.20: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Screen%20Shot%202018-11-14%20at%202-08-f063672a-1d22-43d7-bba9-346cb00bee72-1457169000.png[/img] Both of those are at 100% zoom resolution in Chrome.
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.
[img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Capturadepantalla20190127alas7-b7972b52-5326-4c82-a62b-65c8c58cebae-1002088431.png[/img]I've been searching high and low for this one, but I can't find what it wants me to do. Everything that should be on seems on. Has anyone else gotten the "Contact Administrator to enable Scorecard widget selection in card view" message? Tangentally, I can't seem to get the relationship type that I just created into the options of a relationship scorecard. I feel like there's some deep setting that I'm just missing.
I have a template made to send a Share 360 view to customers within a Program. I am wondering if I can create a Playbook that uses the same template so that CSM can manually send the same message from a CTA. I've attempted to make a Playbook and select the existing template that has a Share 360 link embedded but it doesn't come up as an available template to add into the task.
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
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?
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?
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]
I have a CSM Sentiment measure in my scorecard that lives outside of a Measure Group. With the upcoming feature to be able to report on the same Measure Group across multiple scorecards, I am wanting to move my CSM Sentiment measure into a Measure Group but it doesn't appear I am able to do that. I try to drag the measure into the group and it won't drag there. Is this possible to do without damaging the history maintained for that CSM Sentiment measure?
Hello Guys, In our GS prod we currently have 3 fields that we would like to have the labels changed. These fields are Text Area(255), they are present on the R360 layout as well as on bionic rules. I'd like to know if it is possible to have the field label changed? If so how? I tried changing the labels on the GS Relationship object that we have in SFDC, but the changes did not propagate to GS. Thank you so much. Regards, Ana Costa
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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