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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After deploying the standard Scorecard measures around cases, SEE Scores as well as Usage, we've been tasked to come up with/propose some new and innovative measures for next year. While refining and isolating existing measures helps, we are also wondering if any other Admins would like to share any custom measures or perhaps the supporting user stories that helped derived them ? Any input is greatly appreciated and fully understand that some info is definitely proprietary!
[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
I'm building a basic "Health Score breakdown by CSM" report. I group by "Customer Success Manager Name" and then by "Current Score Label". The report looks great, but I noticed for a few accounts that the "Current Score Label" value is different than the actual "Health Score" value. I tried switching the grouping to the Health Score, but I'm not allowed to group by that value. Is there a rule that needs to run to update the label? Why can't I group by the "Health Score" field?[img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20181017-91645-15jqboy-Gainsight_Health_Score_inline.png[/img]
Good Morning- I have a request from our CCO to include a text section in our R360 that lays out the contents of the customer lifecycle stage that a client is currently in. i.e.: If a client is in the "X" lifecycle stage, this is what "X" means: - Summary - Duration - Entrance Criteria - Events - Risks - Opportunities - Exit Criteria The idea here is that as a client moves through the customer lifecycle journey we can reinforce to our CSMs what the meaning of our lifecycle stages are. The text box would automatically update as the client moves from one lifecycle stage to another (unique text for New Client, Onboarding, Adoption, etc.) via the rules engine. As we roll out new functionality, updates would be made to the notes alerting the CSMs of the new functionality. This would be phased out once we determine it is no longer needed and only leveraged for new CSM hires. Is this possible? How would one accomplish this? I explored the option of using Succ
We are fairly new to Gainsight and just renewed a contract for a survey provider before we purchased. We have successfully loaded the NPS Responses object that displays in the C360 as well as the summary on the C360. However, we do not know how to populate the Survey Responses Tab. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Gainsightsurveytab-87c11071-b07c-498e-a16a-fbaf25e31592-1084937424.jpg[/img][img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Gainsightsurveytab2-4e409123-b533-4ddd-861d-913f33d070db-724776984.jpg[/img] We are looking to use the survey functionality of Gainsight later this year when our annual contract expires.
Our Scorecard is calculated and fed in externally. In order for the measure values to display correctly as it pertains to the overall score, we're using the method of basically weighting all our measures 0% contributive to the Overall Score. In the new UI, now the little blue label shows 0% weight on all the measures, which makes it seem like the measures don't actually contribute to the score, when they do. Would be good to have the ability to turn off the little blue % label. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190212at8-58-17AM-fdecc7a9-958a-433c-9d58-45b9a03bf432-1563597536.png[/img] [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190212at9-01-11AM-d7e22030-ce59-44c5-9229-c289dcc863de-2010556477.png[/img]
Hello, Is there a way to customise the # in Success Plans? It is currently auto-generated using the Success Plan's name but it would be great if we could edit this to also inlcude the SP type, customer name etc Is this possible? Thanks Katerina
I'd like to calculate an average CSAT score for surveys submitted in the last 180 days for a scorecard metric. We have this set up for NPS but obviously without a standard CSAT question (I know that is under consideration) I'm not sure how to go about setting a similar metric. Is there a way I could assign each of our 5 CSAT responses a 'score' and then average them for the account? I don't want to just use the most recent response since that wouldn't give us the full picture if multiple users complete the survey in a short time frame.
I have a customer that is finding it difficult to type into the boxes on C360 due to the extra edit options for rich text fields taking up a large portion. We would like the ability to either remove this box or hide and to also expand the fields to type in. For example, the field you can see called "Client Sucess Manager" has the option to expand but not the RTA Fields of "Reason Given.." [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Image20190301at10-51-27AM-2bee8357-1aea-41ca-8749-0f41ec87ee61-711823879.png[/img]
Does anyone else notice that when you visit the Customer Success 360 page for a certain account, that it jumps or scrolls to certain sections on the page regardless of where you click into? It's happening where it also returns to a certain widget halfway down the page when I'm trying to see other widgets instead...
When going to the C360 and manually adding a relationship, the name field only allows for you to put in 40 characters max. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/unnamed1-26f7b282-c5f2-4a9f-bb16-53fc63ca22a4-1796555436.png[/img] For example, we've tried to add one with a name of REFERENCE ADM Project and Portfolio Management. But you'll see that it cuts off the last 6 characters because of the max in the UI. When inserting these from data loader, it allows longer because the length of the Name field is standard length of 80 characters. This really makes the manual relationship add unusable when you have long names, so hopefully we are able to resolve.
[url=https://support.gainsight.com/Product_Documentation/Reports_and_Dashboards/Admin_Configuration/Color_Settings_in_Reports_How_it_Works]This technote[/url] indicates how to set a color palette for our graphics. I have set the color scheme to use our brand's colors - this way any graphic presented inside emails sent to clients will be harmonized with the banners and other material we produced. We use relationships to segregate the CS data for each brand in our company. Some companies may segregate products with relationships. Different brands or products do not necessarily share the same color schemes. Is the color scheme system wide? If so, how about an enhancement to allow the setting of color schemes to be by relationship?
Noticed that when a measure has been a 0 it doesn't display the history tracker: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190212at10-19-20AM-ea68829b-0f23-4176-9fe9-731d23127929-708748546.png[/img][img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190212at10-19-08AM-c4cb0528-789d-400a-ad9d-13898f5e55e9-1389307064.png[/img] For us, 0 is a valid score value. Important for CSM to see it's been 0 for the last 12 weeks. I'm also going to use this opportunity to express my displeasure (again) that the measure names still show as truncated, even in the new UI. [url=https://community.gainsight.com/conversations/scorecard-measure-names-truncated-on-c360-in-520-release-5bec83d3e4b097e2ae8aaff5]https://community.gainsight.com/conversations/scorecard-measure-names-truncated-on-c360-in-520-release-5bec83d3e4b097e2ae8aaff5[/url] Can they not be wrapped?
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]
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?
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