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
Is there a way to incorporate a news feed into Gainsight?
Is there a way to incorporate something like Google Alerts to pull in news feeds or negative news (i.e., a company being acquired)? I found an old post regarding possible use of Google Alerts via Chatter but the links were no longer valid and the post was from several years ago.
Multiple CSM's on 1 R360 - Best Practice
Hi Everyone,I am curious to know what people’s best practices are for having multiple CSM’s or resources on 1 R360. The situation is the exception and not the rule in our environment. I do not want to create additional fields to capture the resource name as that will cause havoc on reporting, etc. If you have a solution in place, I would love to hear everyones’ ideas. TIA Jessica
Capability to scroll through sections of Customer 360 on a Customers list
Hi, This may sound a bit old-school but I often find myself needing to look up a common piece of information that’s not on the Customer List view. So, I wish there were a way, like on some CRM’s and databases I’ve used in the past, that you could go to a specific module on the 360, say the Health Score for example, and click an arrow forward and scroll through my customers’ to view all their Health Scores. Or active features, Contacts, etc. Any advice appreciated.
Accessing Past Scorecard History when new Scorecard takes effect
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?
How do i apply relationships to all accounts
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?
Business Modeler or Not? 90% Accounts have one instance, 10% largest customers have multiple
Hi - we are trying to make a decision whether to use business modeler or not and are looking for other companies like ours that can offer some advice. Our company has a single product. Our SFDC implementation includes both parent and child accounts, but CSMs are most closely centered on product instances / contracts. On any account, a customer may have multiple product instances/environments with multiple CPQ contracts, which have different stakeholders, may have different buyers, etc. The majority of our customers (90-95%) have a single instance/contract per account, but for a lot of our largest global, high ARR customers, they have different teams/regions/child companies using different instances and contracts that we treat largely separately although it’s important to consider them together as well. Although we try to maintain a strict 1:1 relationships between Contracts and Instances, there are a few cases where folks have sold multiple instances under one contract (which makes tyi
R360 as a User 360 ( relationship 360 not showing multiple records)
Our users need their own 360 and timeline, so trying to create an R360 under a Company object which is our own internal account. Since the Company ID field is blank for all of our users and cannot be updated, i tried to create an ID field within the relationship object and configure the associated object by mapping this ID field on the relationship object with an custom id field within the user object which has a lookup to the ID field on the Company record of our internal account. So when I search for our own internal account, it shows the relationship 360 but doesnt show multiple records (1 per user). Am i missing something? Shouldnt each user have their own 360 now since its a master detail relationship between the internal company account and all the users which belong to it?
Scorecard measure change in 5.20 truncates the measure names
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.
Black bar in C360, since the last GS release...
A few of my colleagues are getting a black bar in C360 since last week's GS release. Not always at the same place, not for every account. And not for every user (I'm on Chrome, Microsoft and I don't see the bar, not yet anyway). They even tried with different browsers. Chrome and Firefox on Microsoft have it. Safari does not have it. Does anyone out there see this black bar? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/backbarsummary3-ffb89102-396c-4b6c-b9a6-b6800e6f0902-1132274132.png[/img] [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/blackbarUsage2-0050bd75-7fe7-4cc2-8cb8-56e845b47d91-2028557376.png[/img] Thanks! Lyne
Can't add the scorecard widget to my relationship cards, getting the admin setup message
[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 it possible to add an Email Template to a Playbook that has Share 360 link?
I have a template made to send a Share 360 view to customers within a Program. I am wondering if I can create a Playbook that uses the same template so that CSM can manually send the same message from a CTA. I've attempted to make a Playbook and select the existing template that has a Share 360 link embedded but it doesn't come up as an available template to add into the task.
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
A method for importing SFDC fields to Success Plans
Hey all! First time poster, so if this is something widely known... please feel free to let me know and I can pull this down. Our team's challenge was to create Success Plans that loaded fields from multiple SFDC (SalesForce) objects to help our team bring all onboarding information into one place. Moreover, by listing all of our key onboarding goals, we could use the share settings of Success Plans to ensure that client deliverables were known, achievable, and completed by the end of onboarding. I ended up using the following method to load SFDC fields to Success Plans successfully, hopefully it helps someone else trying to do the same. This allowed us to expose info gathered prior to onboarding on the 'Plan Info' tab of Success Plans, though I wasn't able to get them directly into the objectives. If you have found a way to load Matrix/SFDC fields to Success Plan objectives, I'd love to hear it. A note before I begin. This method presupposes that you are ga
C360 Dashboard For Executives
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?
Success Plan in Share 360
Is anyone else struggling with why showing Success Plans in the Share 360 is mutually exclusive to share with either contacts OR users? Why not both? If the idea is for a user to share the 360 with a contact, why have the binary permissions? If I select show preview for contacts, as a user I am presented a message that no success plans exist. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ConfigureShare360SuccessPlanSn-b21f56be-b8ef-4b36-a337-728b6bd132f8-1640868215.png[/img]
Move an existing Scorecard Measure into a group?
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?
Change field Label
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
How to remove Relationship field from shared Success Plans
Hi all,I please need help to understand how to remove the field “Company > Relationship” from a Success Plan (shared) as it leads to an error page (error 504 - timeout). I believe it’s because we don’t have Relationships set up? Anyway we don’t need them and to see that field.I wasn’t able to find the right steps. Thanks!
Percentile calculation in scorecards
We are using Scorecard 2;0. We dont want to define what the thresholds are but just assign a percentile score with 5 levels, 0-20 percentile is level 1 , 20-40 level 2, 40-60 percentile level 3, 60-80 level 4, 80-100 level 5. How do we define percentile thresholds in the set score action? Eg. Simple eg Number of Support Visits to Account are 10,9,8,7,6.5,4,3,2,1 for 10 accounts. Accounts with 10 and 9 visits will be automatically assigned the top level since its in the 80-100 percentile and so forth, without defining a fixed threshold as these values can be dynamic.
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