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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[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
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
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
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?
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?
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]
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.
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
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
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]
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?
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?
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?
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
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!
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]
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]
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