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.

  • 453 Posts
  • 1,425 Replies

453 Posts

sarah_1ab4cb
sarah_1ab4cbRegistered User
asked in 360 Company & Relationships

Managing multiple products and services

Looking for best practices/tips/ etc to help managing accounts with multiple products and services. Gainsight was great with one product but is less effective and useful when trying to manage multiple products and services. Any help is greatly appreciated!

8
sai_ram
Grand Slammer
4 years ago
sarah_kiani
sarah_kianiRegistered User
asked in 360 Company & Relationships

Sorting on Scorecard dashboard

We use a healthscore dashboard that shows all our customer accounts with all measures making up the healthscore. The dashboard unfortunately is not filterable by score. Sorting is possible by overall score but that applies only to the current page in the dashboard. Since we have many accounts and multiple pages, it becomes difficult to say see all our red accounts together. Has anyone else run into this issue? What would a workaround be to stack all red accounts together?

2
shantan_reddy
Gainsight Employee: Rookie
4 years ago
jaw
Team Captain
jawTeam Captain
asked in 360 Company & Relationships

Success Plan Type?

Hi, One of the CSMs within my org selected the incorrect "success plan type" and would like to change it. I am aware that you cannot change the "CTA Type" once it's selected. However, is it possible for the GS Admin to make that change in the backend? If so, how? Otherwise, do I have to submit a support ticket? Thank you in advance! -Jasmine

2
sai_ram
Grand Slammer
4 years ago
A
akhilesh_1187Registered User
asked in 360 Company & Relationships

Integration of Salesforce standard reports and other External Links

HI Team, we are in midddle of development and we have a issue which is holding us back. We are trying to integrate a salesforce standard report into the C360 section and it seems that it is not possible. Also we tried to access other external links( google.com) Can anyone here advise if its possible or is there any alternate options for the same. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/IntegrationissuesSFDCstandardr-67c54800-d7d2-4d19-a871-0455183e1754-96236324.jpg[/img] [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/GSintegrationissues-2da09da8-6882-4989-91dc-31604fd200c5-1763789333.jpg[/img]

1
dan_ahrens
ACE
4 years ago
jeremy_johnston
Team Captain
jeremy_johnstonTeam Captain
asked in 360 Company & Relationships

Suggestions for distinguishing multiple Accounts in Gainsight with the same name

Hello All, I'm seeking feedback and suggestions on how to make it easier to distinguish between multiple accounts in Gainsight that have the same name. We have multiple accounts which are not duplicates, but share the same name 'George P Johnson' or 'George P. Johnson'. They exist in Salesforce and Gainsight in a 1to1 relation. Each is covered by a different CSM, and the CSMs would like to be able to distinguish which 'George P Johnson' account is their when the do a Customer search in GS. As it stands, when they search by name they get the multiple matching results with no way to know which they cover. Merging the accounts in SFDC isn't an option, they exist for valid business reasons. Any ideas? Thanks! JJ [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/20190816_105330-376df3b2-c5be-454c-9064-d59781ee0f10-1842649601.png[/img]

5
keith_mattes
All Star
4 years ago
C
chharrisRegistered User
asked in 360 Company & Relationships

Displaying data in 360

Heya, Relativly new to configuring Gainsight but I am investigating how to display ticket data for our accounts. I have the data ingestion happening through the S3 into a specific object. But is there a specific section that I can use within the c360 to display the support data? (this has to be ingested via s3 as we are using Freshdesk so there is no standard connector) Chris

1
dan_ahrens
ACE
4 years ago
bharland
bharlandRegistered User
published in 360 Company & Relationships

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

1693
meenal_shukla
Gainsight Employee: MVP
4 years ago
james_whitehead
james_whiteheadRegistered User
asked in 360 Company & Relationships

Applying playbook to success plan objective: No playbooks are shown as available

Good morning- I'm building some test Success Plans in preparation for launching our first ones later this month and have run into an issue: We're on Relationships. I built a Relationship-level Testing success plan, added an Objective, and attempted to map a playbook to it. No playbooks are available, even though we have a lot of Relationship-level playbooks built. What would be causing this? Thanks -Jim [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/SuccessPlansCannotmaptoaplaybo-c11ad4a1-2ff1-4945-aa1c-5074975a7f30-42330644.png[/img] [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/SPBuild-6676f2f1-448b-4d11-a3b8-f8550572fa35-1057429300.png[/img]

7
lila_meyer
Gainsight Employee: Grand Slammer
4 years ago
grace_tester_919
grace_tester_919Registered User
asked in 360 Company & Relationships

Modified Date for Tracking Purposes to Unified Scorecard Fact -

We have reports built on The Unified Scorecard fact/Scorecard Mass Edit table and want to be able to report on a single attribute and when it was last updated...does anyone have an easy way to do that?

4
pele
Veteran Rookie
4 years ago
darkknight
Grand Slammer
darkknightGrand Slammer
asked in 360 Company & Relationships

Is there no way to disable sharing of Success Plans?

I'm vetting Success Plans for potential use in our environment. But I'm a big perplexed by the sharing settings. According to [url=https://support.gainsight.com/Success_Plans/User_Guides/Share_Success_Plan]this article[/url], "[i]The Success Plan must be configured for sharing by the admin, with optional security settings[/i]." It redirects me to [url=https://support.gainsight.com/Success_Plans/Admin_Guides/Configure_Success_Plan_for_Sharing]this article[/url], which also states "[i]This article explains how admins can configure a Success Plan for sharing by CSMs.[/i]" This all implies that in order to share Success Plans, the Admin must enable that function. In my Success Plan configuration, I have left Sharing and Security Settings unchecked: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190726at11-07-37AM-77de8b98-810f-4710-a953-49fcf2b4308c-747035406.png[/img] Yet, I still have the option to share Success Plans

7
sai_ram
Grand Slammer
4 years ago
darkknight
Grand Slammer
darkknightGrand Slammer
asked in 360 Company & Relationships

Success Snapshot 2.0 - anyone successfully using with Success Plans?

We are just beginning to look into enabling the use of Success Plans and want to configure a PPTX deck from which it can be exported. It appears that the Export function within Success Plan feature does not yet support Success Snapshot 2.0, but the Export Success Snapshot 2.0 from the top of C360 does. Is there a way to include the Gantt chart in the snapshot? It doesn't seem to have this natively and I cannot figure out how to include it.

0
darkknight
Grand Slammer
4 years ago
joe_difilippo
joe_difilippoRegistered User
asked in 360 Company & Relationships

Is it possible to build a report formatted similar to the Attributes section of the C360 but utilize MDA data?

Looking to create a report in the format of the Attributes section of the C360 using MDA data. Is this even possible?

6
sai_ram
Grand Slammer
4 years ago
hisyamada
hisyamadaRegistered User
asked in 360 Company & Relationships

Gainsight is so heavy..

All UIs in Gainsight are heavy. Recently our sales team has stopped using Gainsight. I hope for improvement soon

1
hiromi_yamamoto
4 years ago
venkatesh_sirpurkar
venkatesh_sirpurkarRegistered User
published in 360 Company & Relationships

Announcement | Closure of People Maps Beta program

Thank you so much for your participation in People Maps Beta program and sharing your valuable feedback. [quote][h1][b]People Maps Beta program will close on 15th July, 2019. [/b][/h1][/quote] Our product team has evaluated the feedback received during the Beta program and working towards incorporating the feedback into the feature. [b]Important Note for the Participants:[/b] People Maps is a paid for add on feature. If you wish to continue usage of People maps please get in touch with your Gainsight Customer Account Manager (CAM) or Client Outcomes manager (COM) to initiate the commercial discussion regarding the feature. If you do not purchase the People Maps feature, the feature will be discontinued for your instance on the closure of Beta program. Please reach out to your Gainsight CAM or COM if you have any questions. You can also leave your comments in the chat below.

200
venkatesh_sirpurkar
4 years ago
cameron_wright
Gainsight Employee: All Star
cameron_wrightGainsight Employee: All Star
asked in 360 Company & Relationships

Can't see field path in c360/r360 layout

If you go to c360 or r360 and edit the attributes section you can see that you can rename the field to whatever you would like. Which is great! However if I want to use the field in another area after renaming it or if someone else comes through and tries to add that field (now renamed) to the summary for instance, it cannot be found and the field path is not displayed In this image I renamed Account - CSM > Super duper example [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Image20190618at2-01-10PM_1-cbbc8a8f-e882-45ce-8879-d1246aa358a3-274866425.png[/img] After saving there is no way to tell what that field name is referencing If I go to summary I cannot find my field [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Image20190618at2-03-01PM-1221e01d-6b20-4b92-9b55-87c7f8acc80e-1580170777.png[/img] I think it would be super helpful to show the original field name and or path so that it can be referenced again.

1
jitin_mehndiratta
Shoshin
4 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
4 years ago
shiela_kern
Shoshin
shiela_kernShoshin
asked in 360 Company & Relationships

Feedback for Person Beta

Summarizing feedback from CSMs and Account Executives who tested this feature: 1. You can update the linkedin profile on the list view or hierarchy view by manually putting in the URL. If this feature integrated with sponsor tracking and automatically populated that information in that would be helpful to reduce administrative burden. Can you confirm whether this area speaks/writes back to each other if the contact you are adding to the person beta, is also someone who already is listed in sponsor tracking and has their linkedin profile associated 2. When you manually add the linkedin profile to the org chart/people map, it doesnt appear to write back to the list view. We had to go to the list view and manually add it there. 3. The difference between title and role is unclear in terms of where exactly that inforamation pulls from. We associated linkedin profiles to our contacts in people maps, and neither title or role populated in the hierarchy view or the list view 4. It would

1
kunal_bhat
Shoshin
4 years ago
dana_sander
dana_sanderRegistered User
asked in 360 Company & Relationships

Customer 360 Export

Are we able to modify the informatoin that is included in the Customer 360 export .pdf file? If so, where is that found in the system to modify?

1
sai_ram
Grand Slammer
4 years ago
lshooshani
lshooshaniRegistered User
asked in 360 Company & Relationships

Training for a new admin

Hi all! I'm working my way through the Gainsight Admin Foundations for SFDC; however, I think it'd be helpful to bring a lot of these conversations to life through conversation. Are there any meet-ups in San Francisco or any other tools you might recommend for a new admin who trying to navigate learning the platform? ​ Thanks! Any advice is much appreciated. Leila

2
elaine_cleary
Shoshin
4 years ago
A
Golden Ruler
ana_gGolden Ruler
asked in 360 Company & Relationships

Are there any plans to have consistent or editable justification of data in report columns? And ability to reduce column width?

I notice that text values tend to be left-justified while metrics are right-justified. I also am unable to narrow column widths, save, and reflect the narrower columns in the dashboard. This makes the reports unpleasant to look at.

5
A
Golden Ruler
4 years ago
colettegoode
Shoshin
colettegoodeShoshin
asked in 360 Company & Relationships

Mandating comments on Scorecard

Is it possible to make it mandatory for a CSM to enter a comment on the scorecard when they manually change the sentiment to red?

4
darkknight
Grand Slammer
4 years ago
venkatesh_sirpurkar
venkatesh_sirpurkarRegistered User
asked in 360 Company & Relationships

How was your experience of People Maps in Account Widget?

Dear Beta participants, We thank you for your participation and feedback so far. We would like to know, if you have enabled the People Maps feature in your account widget? What was your team's experience in accessing it via Account Widget? Looking forward to hear your team's experince of People Maps. Thank you!

0
venkatesh_sirpurkar
4 years ago
jake_smith
jake_smithRegistered User
asked in 360 Company & Relationships

PeopleMaps Feedback - List from our team

I figured it would be best to consolidate a list of feedback/requests from our org in one forum. Please let me know if others find these requests useful, or if they will be worked on 1) (FR) We would find it useful if we could use a field to map one or more Companies to a person in this section. This may be difficult, but we have customer users that have worked for different companies that we'd like to show. 2) (FR) We'd like to be able to see multiple orgs in a single view; i.e. show two hierarchies for groups working with product A and B on the same page 3) (Question) Will dragging capabilities only be available in NXT? 4)(FR) Can we create labels for each heirarchy? I.e. name of the product/use case they are working with Thanks!

6
kunal_bhat
Shoshin
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
katerina_nemcova
Team Captain
katerina_nemcovaTeam Captain
asked in 360 Company & Relationships

People Maps - Dates of Last Met are out of sync

Hi, First of all, thanks for this amazing functionality - it's a privilege to be involved! We seem to have come across a bug though where the Timeline dates in the maps are out of sync by 2 days – for some accounts, some are fine as far as I can see. Not sure if anyone else has experienced it but please advise how to fix this. Thanks Katerina

2
kunal_bhat
Shoshin
4 years ago

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