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.
- 411 Posts
- 1,329 Replies
I'm looking for a way for our CSMS to have an exported score card for a single customer. The CSMs like to use the scorecard in thier meetings with executives and sometime the customer. Does anyone have a way to pull the scorecard for a single customer?
[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.
Is there a way for me to add more fields into this section of Scorecards 2.0? There is a field from the account that I would like to pull over. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190115at11-02-03AM-eb550ab6-11ce-41d6-978e-9ab94b5f5050-1956718380.png[/img]
Posting on behalf of customer! When pulling from the Scorecard History tables in MDA, it'd be helpful to have a "Latest" or "Most Recent" option when filtering for the Snapshot Date, to ensure that customers are getting the most recent data when pulling the data for rules or building reports!
I'm facing issue while adjusting start date of objective within success plan. The actual issue is the start date is not getting aligned to the newly selected start date of corresponding objective. Please refer below snapshot, where 'Set up SSO' objective start date has been changed to 15th JAN 2019, but start date of underlying task did not changed. (e.g. Send customer SAML Metadat) [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/image1-14c9073a-4cb3-4e13-92c3-cef6e03b8eec-1487334799.png[/img] I have tried this in different org and it looks product bug. Most of the clients using Success Plan complaining on same thing, as it is not feasible to change start date of each and every task.
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
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?
Hi all, Within our Customer 360 we have a free text comments field within the Summary tab. This is only editable via the "Edit Summary" button. We use this field to provide an overview/current situation on the customer. We would like to be able to pull this field into a report. Any ideas?
If a Shared 360 link is sent and a sponsor leaves, can we update the link so the old sponsor no longer has access?You can revoke access to the link through the access tracking page in Administration. Start by Navigating to Administration > Sharing > 360 Layouts. On the 360 Layouts page, click Manage Layouts. Hover over the number of Active Users for the Customer(s) you wish to revoke access or delete and the Revoke Access option will display. You can either click the Revoke Access option to remove access for all users for that customer OR you can click on the number of Active Users to individually revoke access. For more information on Share 360 and Revoking Access, see this article.[Note: this info is based on an internal how-to conversation which we thought might benefit others in the Community!]
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?
After doing some digging on G360 and license usage we found there to be a discrepancy from the User object and G360. This in particular is an example of LIcense data being used. The license usage data that is shown in G360 is shared from Salesforce and shows the actual usage number for licenses; however when GS Connect runs it only syncs active users with GS licenses to the User collection (MDA). In some cases we find that when a user who is no longer with a company they are made inactive and that change is not synced to the MDA object because it only syncs active users. Then when building a report on that MDA object the count looks higher based on the MDA data as its not updated.
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?
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?
[Note: this info is based on an internal how-to conversation which we thought might benefit others in the Community!]A customer set their scorecard grading scheme as follows: Red 0 - 50, Yellow 51 - 75 and green 76 +. When you attempt to adjust the range for yellow to 51-75 it automatically adjusts the red range to 0 - 51. If 51 is included in both the yellow and red ranges, how do we determine which bucket a score of 51 will be grouped in? Except for the 0-X range, the “From” value is not included in the scoring scheme ranges. In the example above, 51 is not counted twice, it is counted in the Red range only. So in the case of:1) 0-51 range, scores 0-51 are considered as Red.2) 51-75 range, scores 52-75 are Yellow.3) 75-100 range, scores 76-100 are Green.There are no current plans to modify the Label so that 51-75 actually equals 51-75 due to the complexity of the fix. These are not small changes as scheme definitions form the core of measure and rollup scores. We are looking into
When adding the Comments to a Mass Edit report through the Chart Options from the gear icon, my customer would like the ability to change the field description for each measure's comment. Instead of "Comment" they want "[Measure] Comment". They would like this so they can export the file and change the ordering of the columns without getting confused. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Unable%20to%20Update%20Comment%20Field-403ad3ac-cc52-4fa9-a3f5-a00b42e8dce5-1774049311.png[/img]
Hi All, We are considering shifting from a color-based scorecard to a numbered scale. I am trying to figure out if a measure can be directly linked to another field so the number on the measure equates whatever the field's value is. In our instance, we track usage as a percentage. Say if a customer had 80% usage, we would like the usage measure to show 80 (green). Currently, we are populating this measure through a rule with 3 different buckets defining the green, yellow and red labels. Would really appreciate insight if someone has managed to do this successfully!
Who runs the play to flip a customer on an older product and no chance of increasing ACV? Sales or C
I have an interesting conundrum that I wanted to put out to a wider group. We have a large customer base made up of mid to enterprise level customers that a large portion of which are running older versions of product that are losing their value slowly as the market shifts. To compound the issue, the newer product is not the market leader. We are seeing high churn rates in the old product and having trouble moving customers up to the new product. The bigger issue in this case is who owns the movement of these customers? Is it sales or is it CS? A quick example to illustrate the point: Customer spends $1.5M ACV on us and comes up for renewal. CS drive the initial interest in the new product. The customer comes back and says they are interested only if we swap out the new product for the old at no additional cost. From an incentive perspective in this case, sales has no incentive because there is no growth on the contract which they get paid. They do get comp based on the valu
How can we track our Products / Services in Gainsight, as a part of C360s and R360s? The only functionality I have been able to find is "Product/Features" which offers a flat list of products that can be marked manually as activated. I would love to be able to see Products/Services mapped to not only C360s and R360s but also users - in Person object and track them interactively same way as we track our customers - link users and their usage to individual products, Zendesk cases raised concerning specific products etc. Dashboard showing where the most revenue/churn/users/usage/issues etc comes from. Maybe even a product-level healthscore? Is there a functionality within your product that supports this? Relationships come to mind though we're already using them for our customer segmentation. If Relationships is the only way to go, can we have different levels of R360s? Thanks in advance! Katerina
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.
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