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.

  • 443 Posts
  • 1,400 Replies

443 Posts

shiv_kumar_katiyar
Gainsight Employee: Team Captain
shiv_kumar_katiyarGainsight Employee: Team Captain
asked in 360 Company & Relationships

[Enhancement]Filed missing to migrate for the report created on Scorecard fact object(Scorecard 2.0)

The migration tool is not migrating all the fields on the Fact table reports to target org. Since the fields are not getting migrated, the user has to manually add it. Currently, this has been identified as a limitation but on user demand I am posting this request to get this addressed in our future releases. cr

2
sai_ram
Grand Slammer
4 years ago
ciarapeter
ciarapeterRegistered User
published in 360 Company & Relationships

Navigation Deep DiveBlog

Hello Gainsight community. For those of you who I haven’t met, I am Ciara Peter our head of Product Design. Something that’s top of mind for us right now is navigation. We’ve heard from many of you that our navigation can be difficult, but navigation can mean so many things. Here are a few areas that come to mind. Please let us know in the comments which of these are high priorities for you? Also please let me know if we missed something in this thread entirely. Please be candid! Thank you.Relevance of landing page and visible navigation options Interaction of the left navigation menu Ordering and hierarchy of the left navigation menu Ability to find a specific customer Jargon / feature names

733
ml2019
Veteran Rookie
2 years ago
minh_phan
Gainsight Employee: Veteran Rookie
minh_phanGainsight Employee: Veteran Rookie
asked in 360 Company & Relationships

Relationship Associated Fields limit being caused by JSON text string

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

1
minh_phan
Gainsight Employee: Veteran Rookie
5 years ago
jnoble100
Veteran Rookie
jnoble100Veteran Rookie
asked in 360 Company & Relationships

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? 

0
jnoble100
Veteran Rookie
3 years ago
kiersti_felska
kiersti_felskaRegistered User
asked in 360 Company & Relationships

Scorecard Comments

Looking for a way to have a report that will display the scorecard color, comments and date the comments were inserted but I am not finding this easily within reports 2.0.  any guidance would be awesome.

5
anthony_sabato_be321d
7 years ago
betsy
betsyRegistered User
asked in 360 Company & Relationships

Edit Performance Coaching Schedule

It would be great to have the ability to edit the Performance Coaching Schedule from the Attributes page. Currently, the option is grayed out. 

3
sai_ram
Grand Slammer
4 years ago
lane_h
Gainsight Employee: MVP
lane_hGainsight Employee: MVP
asked in 360 Company & Relationships

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?

3
dan_ahrens
ACE
4 years ago
suryanarayana
Team Captain
suryanarayanaTeam Captain
posted in 360 Company & Relationships

How to populate Account Hierarchy in C360.

Hey Team, I just wanted to share with you how i populated account hierarchy and confirm whether its correct. Tasks  MergeAction  So After Running this Rule it will populate Account Hierarchy Correctly upto 5 levels up(including current one), 5 levels down.  

2
sai_ram
Grand Slammer
3 years ago
ky_powell
ky_powellRegistered User
asked in 360 Company & Relationships

Is there a way to change the summary widget on the C360 page?

Can I edit what is shown on the C360 page summary or is it defaulted?

6
B
4 years ago
ky_powell
ky_powellRegistered User
asked in 360 Company & Relationships

Fields that are not locked are not editable from C360

We have fields that are not locked fields on the account like Decision Maker Relationship which can be edited by all CSM's in Salesforce. But when I pull it into C360, it become locked and unable to edit. Is there a way I can fix this? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180223-62972-1fwkywm-Screen_Shot_2018-02-22_at_6-07-00_PM_inline.png[/img]

1
karl_rumelhart
Gainsight Employee: ACE
5 years ago
steve_margulis
steve_margulisRegistered User
asked in 360 Company & Relationships

Tracking Customer Feedback in Gainsight

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.

1
dstokowski
Gainsight Employee: ACE
7 years ago
shiela_kern
Shoshin
shiela_kernShoshin
asked in 360 Company & Relationships

Pictures and titles appearing in Person list and People Map org chart

Hello, Not sure if this is a bug but we noticed that the photos of individuals build in an org chart, are not displaying their photos. Should these be pulling in from linkedin? After building my people map, i added the linkedin profile by coping and pasting and refreshed but there was no change. I also noticed when i went back to the "list" view that the linkedin profile did not write back and stick. So under the list view, i updated the same contact with that URL. The titles and roles were not appearing, so assume this is related to the linkedin profile being recognized? Lastly can you explain the difference betwee "Title" vs "role" - are these pulling directly from a source like linkedin? and whats the difference between two? For example if my contact is the president clinical operations on their linkedin profile is that considered title or role? Lastly the "manager" in the "list view" does that only pull from the direct reports

2
kunal_bhat
Shoshin
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
smathew4
Shoshin
smathew4Shoshin
asked in 360 Company & Relationships

Error when creating custom record from C360 related list

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]

5
smathew4
Shoshin
4 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
andorfuhrer
Team Captain
andorfuhrerTeam Captain
posted in 360 Company & Relationships

Best Practice for C360 export

Hey Fam Does anyone currently use the C360 Export function? If you do, what are some of the workflows that have value in this feature?   Thanks!

2
M
Shoshin
2 years ago
jason_metzler
Shoshin
jason_metzlerShoshin
asked in 360 Company & Relationships

"There is data related to this Metric. Please delete those first and then try again."

How do I go about cleaning up unused scorecards? I am getting an error that says  "There is data related to this Metric. Please delete those first and then try again." but I don't see where to do so.

3
lila_meyer
Gainsight Employee: Grand Slammer
6 years ago
C
Shoshin
chelseahopkinsShoshin
asked in 360 Company & Relationships

Company Person

Hi everyone,We experienced an issue last week with Gainsight when an email was sent to someone who had passed away and was received by a user that had taken over this role, but the email they used remained the same and this understandably caused a bit of upset.For a bit of context we load to people via an S3 file that pulls in all of our active users (staff members that work at the school) and it is updated daily. The rule that loads to people also runs on a daily sync so new users are added each day.However in this particular example as the user was no longer active, they are no longer included in the S3 file.After raising a ticket with support it seems that Gainsight only has the functionality to update/upsert information, but there isn’t necessarily a way to set up a rule that says if a user is no longer included in the S3 file to set them as email opt-out or set them inactive.I was wondering if anyone else has experienced a similar situation and if so, how have you approached this?

2
matthew_lind
All Star
1 year ago
ky_powell
ky_powellRegistered User
asked in 360 Company & Relationships

Sponsor Tracking and Account Healthscore

We are using sponsor tracking to flag when a decision maker or influencer has left the company. I am trying to set up a new scorecard measure to set a score to red if a DM leaves, or green if the DM is still intact. Is there a way I can do this directly using Sponsor tracking reporting? Or is my best bet to use the automated rule that creates a CTA, and to set the scorecard if there is an open CTA for this?

6
dan_ahrens
ACE
4 years ago
nate_ayres
nate_ayresRegistered User
asked in 360 Company & Relationships

Scorecard 2.0 trend data on a monthly basis

We have accounts where information is only updated on a monthly basis. This makes the scorecard 2.0 trend look odd with blanks each month except for the first trend data point of each month. Can there be a way to set the frequency that the trend snapshots is set?

6
sai_ram
Grand Slammer
5 years ago
faust_belarmino
Veteran Rookie
faust_belarminoVeteran Rookie
asked in 360 Company & Relationships

Access to Editable Field on the Plan Info Section

I configured a field on the Plan Info tab to be editable. However, I found that some CSMs can edit that field and some CAN'T. Is there another place in the settings that controls who can edit an editable field on the Plan Info tab???

7
karl_rumelhart
Gainsight Employee: ACE
4 years ago
shiela_kern
Shoshin
shiela_kernShoshin
asked in 360 Company & Relationships

How will Person/People Mapping exist with Sponsor Tracking?

Hello, Can you please share the roadmap for how the new Person/People Mapping feature will exist with Sponsor Tracking in the 360? Will both continue to exist? It seems like Person/People will solve for many enhancement requests that were originally requested under sponsor tracking, so was unsure if Sponsor Tracking will still remain and how it is intended to be used in conjunction with the now new Person Funtionality available? If they continue to both exist, what are the main differences between the two? - My understanding from researching sponsor tracking is it has the ability to generate a CTA when there is a change inthe sponsor, and so that is a unique feature that will not exist with Person/People map, although both can link to the linkedin profile? - Sponsor tracking also is limited to tracking SFDC Contacts only, whereas Person allows you to add external contacts that are not dependent on SF. - Sponsor tracking also integrates with Journey Orchestrator, whereas person

1
kunal_bhat
Shoshin
4 years ago
kate_green
Team Captain
kate_greenTeam Captain
asked in 360 Company & Relationships

Workaround For Out of Order Labels on Scorecard Chart

I have created some charts showing the breakdown of health scores by Success Package type and yet the scores are not displayed in order.  How can I get them to go in the correct order, as configured in the Scorecard administration page.  Additionally, the labels in the key for my scorecard bar chart shown below are out of order.  Does anyone know of a work around (besides naming them "1-Watch", "2-Neutral", "3-Good", "4-Great") [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180710-6198-et2ogk-2018-07-10_10-57-31_inline.jpg[/img] Thanks!

5
kate_green
Team Captain
4 years ago
rona_yang
rona_yangRegistered User
asked in 360 Company & Relationships

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]

3
aditya_marla
Shoshin
4 years ago
ana_costa_ed8be0
ana_costa_ed8be0Registered User
asked in 360 Company & Relationships

Unable to make a field editable

Hello,  I have this field called "At risk level" on the R360 layout and on GS Relationship object in sfdc, the field accessibility is set as editable at a profile level, and the GS Relationship object is also editable at a profile level but for some reason I'm not able to set it as editable on de R360 - page layout. Anyone has seen or experienced not being able to set a field as editable on R360?  This field is a picklist. ( see attached)  Any help is much appreciated  [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180621-107270-9vtppo-Screen_Shot_2018-06-20_at_20-14-44_inline.png[/img]

5
ana_costa_ed8be0
4 years ago

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