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.
- 419 Posts
- 1,353 Replies
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?
[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.
We recently deployed relationships to our CSM's and are very pleased with the more focused view on their customers. The one 'gap' that' we have ran into is the ability to view child account data at the relationship level. We organize our relationships by product and a parent account will often have multiple child accounts under it representing different divisions. They have separate contracts which is why they are on different accounts but when it comes to business reviews, we need are now missing the simplicity of clicking a button to aggregate all accounts together for presenting metrics to the customer. Is it on the roadmap to add this functionality to the relationship level?
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?
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 have been working with a customer who would like to change the RGB code for Scorecard Lables. You can not change the colors with custom colors since label is a lookup to the scoring scheme definition and colors need to be set from the scorecard. The question is, why can't you change the RGB code through this option? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180620-104523-1ep14x0-Image_2018-06-20_at_9-15-08_AM_inline.png[/img]
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
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?
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