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.
- 404 Posts
- 1,308 Replies
I have defined a relationship to get through a use case of a different BU under the account. I have create the relationship type, associated the company object through GSID, configured the search to show the relationship , clicked on sync search, what i have noticed is the relationship doesnt appear automatically to all accounts, and i have to go to each individual account to configure the relationship through the Customer 360 menu option. Am i missing something?
Does anyone have a workaround for this bug? I am trying to create a record on a custom object by using the Add button on the C360 related list. This is the error I am receiving. I assume the code is looking for a field called AccountId, but since it's a custom object, this field does not exist. Any workaround or thoughts? Here is the error message “No access to field AccountId. Either the field was removed from the entity or access to this field was removed.” [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/AccountId%20Gainsight%20error-9367b797-232b-4ae3-9d70-6d12ba297f71-675870487.png[/img]
Hi Jennifer,[u][/u][u][/u] [u][/u] [u][/u] Please find below a quick summary of the JSON query issue. Please let me know if you have any questions or need any additional details.[u][/u][u][/u] [u][/u] [u][/u] [list] [*]For each offer there’s a corresponding record in the “Relationship Type” object (e.g. NGFW, ISE, etc.)[u][/u][u][/u][list] [*]In this object, there is an “Attributes” field that stores a JSON query (please refer to screenshot below)[u][/u][u][/u][/list][/list] [u][/u] [u][/u] [list] [*]When fields in the “GS Relationship” object (R360) are associated with a Relationship Type, the field’s label and API are added to the JSON query and stored in the “Attributes” field[u][/u][u][/u][/list] [u][/u] [u][/u] [list] [*]The “Attributes” field is a long text area type field with a maximum of 32.768 characters, the maximum allowed by Salesforce[u][/u][u][/u][/list] [u][/u] [u][/u] [list] [*]As more “GS Relationship” fields are associated with a
We need a way for CSMs to log calls/events/tasks and notes to a C360 page, especially for the SMB low-touch team. Currently, the only way to do this is to either log a Milestone and post comments OR create a CTA and log comments (but this type of transaction should not be logged as a risk/opp/event).
Our external CRM, Siebel on Premise, is being loaded into cases. We use that to show reports to the CSMs to call out issues or patterns. When they review the report, they'd like to add comments so that they can review it later with the customer. Is there a way of doing this through either Gainsight or through SFDC?
Hi there, Currently the product puts a limit on the # of fields allowed for the summary section. I understand the balance/concern on loading time. However, need some help on the UI improvement as it's getting difficult. 1. Summary section. I've already used up my 12 fields limit. But need a couple more there. they are from different objects so using report 2.0 to create a new section is very space inefficient. Also, it's a lot to ask for the CSM/team managers to wait for 30 seconds for all the sections to load, and click on a section that is after #5 to find an important summary field for the account. To present it differently, there are more than 10 reference fields that I would like to put at the fingertips of the CSMs. Again could be from different objects. Need a better way to deliver it in the UI so that it stretches the click through journey for something basic. 2. Section created by Report 2.0. I appreciate the improvement of section tab via
Good Afternoon- Something I haven't been able to find a resolution to: We have 3 Products (let's call them Product 1, Product 2, and Product 3). The questions are: [b]Question 1:[/b] Can we have individual C360 Product Cards for each different product? We would like the following data to be in each individual card: Card 1: Product 1 - Product 1 Contract Value - Product 1 Expiration Date Card 2: Product 2 - Product 2 Contract Value - Product 2 Expiration Date Card 3: Product 3 - Product 3 Contract Value - Product 3 Expiration Date [b]Question 2:[/b] Also: We would like to only show the appropriate cards for a C360 when the appropriate SFDC field shows as 'Active' for each individual products (and make the cards hide when the approrpiate SFDC shows "Expired/Cancelled". Are either of these possible? Is there documentation that I missed? Thanks! -Jim
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
When searching for an account in Gainsight using the main blue search box, the Account Name comes up - for us (and everyone else?) this is the main Account name (field = Account Name) that also appears in SFDC. Our SFDC team is renaming some of our global accounts that will result in duplicate names. This may cause confusion with our CSMs when searching for their accounts using the blue search box. My question is therefore - can we somehow change the search box functionality to look up to a concatenation of two fields = Account Name and Account Country? Would this also work for Relationships? Thanks in advance! Katerina
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
Would like to be able to make the new scorecard summary view the default. Right now, without getting the team to toggle between each, I'd like for them to use this new view. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190205at4-03-34PM-7d851b82-f90a-49d0-be81-8d08e9bd1333-1812733340.png[/img]
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?
We would like to use Gainsight to track customer feedback. We practice a closed loop process in which customer comments are captured, acted upon and then the response is shared back with the customer. Does anyone have a procedure on how to use Gainsight to track customer feedback and report on it later. For example, if a customer has a feature request, I want to document the request, notify the product management team and then let the customer know what the PM team says about the feature request. I'm think that there must be a way to use CTAs for this, but I would like to know if someone has figured out a good way to do this yet.
We have not yet implemented Relationships, but we are planning to as this would (hopefully) solve an important business need for us. In reading the documentation on setting up Relationships, here is one big red flag: "Note: if you have 100 customers and each of these customers is assigned to three relationship types, you will need to repeat this step 300 times. Also, every time there is a new customer, you will need to manually add relationships for this customer, if relevant." HUGE red flag. This is going to be very unscalable for us. We have hundreds of resources servicing thousands of customers/accounts globally. If a resource needs to contact the CS Ops team everytime they need a Relationship created, they will bottleneck. Creating Relationships via Rules (future functionality) won't always be possible either, because many times we don't know the customer's organizational structure until a CSM begins working with the customer. We will need the a
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