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 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.
Does anyone have a workaround for this bug? I am trying to create a record on a custom object by using the Add button on the C360 related list. This is the error I am receiving. I assume the code is looking for a field called AccountId, but since it's a custom object, this field does not exist. Any workaround or thoughts? Here is the error message “No access to field AccountId. Either the field was removed from the entity or access to this field was removed.” [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/AccountId%20Gainsight%20error-9367b797-232b-4ae3-9d70-6d12ba297f71-675870487.png[/img]
I am trying to change the groupings of an existing health score in Scorecard 2.0. However, I cannot drag an ungrouped measure into an existing group without deleting the measure from the scorecard (and thus losing historical data) and re-adding it to the appropriate group. Is this a known issue? Is there a way around this?
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.
I have a suggestion here to enable better transparency for gainsight users with regard to the gainsight 360. This is an important part of the product in order ti determine adoption, reallocate seats, communicate usage to management,etc. After starting an effort at my company to communicate GainSight usage data to managers, I later found out that the GainSight 360 (after 2-3 weeks) data was completely incorrect, which caused issues internally. I later then found out after much back and forth with gainsight that this is because the GainSight360 doesn't capture user data for those users that use ad blockers. A strong suggestion would be to make this a prominent bit of communication on the GainSight360. I also don't see this mentioned anywhere in gainsight support article on the GainSight 360: https://support.gainsight.com/View_More_Categories/Team_View/User_Guides/View_Gainsight_360 If it were could have saved us a lot of time and effort.
We're using Success Plans to track the first 30 or 60 days of Intensive Onboarding Support for our clients (depending on which package they've chosen). Our Adoption Specialist wants to see a view that shows each client and the status of each of the onboarding calls (individual tasks within the objectives): [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Onboarding-a3520d78-9d89-4e5d-9dbb-027e6aeaebd9-1326514606.jpg[/img] Column A is the name of the Account, Columns B-J are the name of each Task, Columns K - S are other Account Level Attributes. How can I recreate this report in Gainsight so that the CSM doesn't need to manually create it in Excel?
When creating a dataspace using the Milestone object, I see 3 date fields: [list=1] [*]Milestone Created Date [*]Date [*]Created Date[/list][img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Screen%20Shot%202018-11-02%20at%202-13-cfe0be2e-c405-4d7f-a30a-e985f40d9544-549089647.png[/img] What is the difference between these three fields?
Working with a customer we found that there is an inconsistency in the product. This is working as designed but is very confusing. In my demo I have a dummy account and they have 6 entries but only 4 reporting category types (meeting, call, update, email) When I pull a report on Activity Timeline I get 6 results as expected and they all show, I can also filter for email and get the two results as expected. However, when you have a scorecard mass edit report and try to do the same you get a different result. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Image%202018-10-25%20at%204-12-32%20PM-28edee48-2a31-46b8-afa1-e1f980f0a3a0-76868929.png[/img]As you can see we are filtering for the "call" reporting category and it shows 3 accounts. Two of those show "email" as the reporting category. I know this is expected per the talks I have had with internal sources because its pulling accounts that HAVE at least one entry with that reporting category. However, this is
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]
A customer recently migrated to Scorecard 2.0. They have two scorecards. One is set to t he default, the other is one they are working through. The issue is the default scorecard only applied to 59 accounts while the second one applied to the remaining accounts. Neither scorecard had criteria applied. The assumption is the default scorecard would be the one that is applied. To get the default scorecard to apply, we had to create a filter for it. AND apply the opposite filter to the second scorecard. Can the default scorecard be default without having to add additional criteria?
When searching for an account in Gainsight using the main blue search box, the Account Name comes up - for us (and everyone else?) this is the main Account name (field = Account Name) that also appears in SFDC. Our SFDC team is renaming some of our global accounts that will result in duplicate names. This may cause confusion with our CSMs when searching for their accounts using the blue search box. My question is therefore - can we somehow change the search box functionality to look up to a concatenation of two fields = Account Name and Account Country? Would this also work for Relationships? Thanks in advance! Katerina
We have some global customers that are in our Sales and CRM systems as one account, but they want to have regional CSM's as that maps to support and other areas where we interact. I am struggling with learning about Account Hierarchy and I dont' know if that's my best solution. Relationships do not seem to apply as we only service our customers by account and underneath the account, by region. Can anyone advise?
Our enterprise team has launched a series of success plan templates for our CSMs to use. They are also encouraging CSMs to create/customize their own for unique customer situations but would like to maintain some level of control over what these include. One request was a way to have a pop up/text box with their standard 'success plan criteria' to remind CSMs what they need to include in their custom success plans (certain # of objectives, meet a certain KPI, etc). I don't believe we can customize the pop up when creating a success plan, but are there any other ideas of where we could include custom instructions like this?
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