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.

  • 459 Posts
  • 1,439 Replies

459 Posts

J
Shoshin
jeffmanciniShoshin
asked in 360 Company & Relationships

Update Objective CTA Start and End dates using the Rules Engine

Hey eveyone, new admin, first post. We're looking for a way to dynamically update dates for Objective CTAs in a Success Plan. It would also be nice to be able to outright create them this way as well. Preferably this would be something done through the rules engine, an API load, or something similar. From reading other posts it seems like this is not possible today. Some workaround this using SFDC data loader, which I am unfortunately not familiar with. Our use case - We track implementation projects in a third party project management system that doesn't provide very good visibility outside of the PM organization. We want to use Success Plans to track the high level milestones from these projects for visibility internally and for our customers. If the CSMs have to manually create and continously update these milestones it becomes a bit of a zero sum game for us. I think the ideal scenario here would be to take a CSV that we can export from the PM system and use it to upda

0
J
Shoshin
4 years ago
keith_mattes
All Star
keith_mattesAll Star
posted in 360 Company & Relationships

What are your most impressive/creative health score indicators?

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!

0
keith_mattes
All Star
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

1703
meenal_shukla
Gainsight Employee: MVP
4 years ago
darkknight
Grand Slammer
darkknightGrand Slammer
asked in 360 Company & Relationships

Is Internet Explorer really supported?

Docs say that Gainsight basically supports whatever Salesforce supports, as far as browsers are concerned: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/ScreenShot20190429at12-14-33PM-c2c1c9b8-a2db-470e-a38b-2a1a91ba4609-1575978496.png[/img]This includes IE 11. We are a mostly Microsoft shop and most folks use IE here. But Gainsight doesn't always render very well in IE, and Gainsight always advises us to use Chrome. This is what I generally tell my CSMs too - but if you say you support whatever SF supports, and they support IE, then why does it always act "buggy" with IE, and why are we always told to "use Chrome"?

5
dan_ahrens
ACE
4 years ago
W
wleteRegistered User
asked in 360 Company & Relationships

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.

3
lila_meyer
Gainsight Employee: Grand Slammer
3 years ago
james_whitehead
james_whiteheadRegistered User
asked in 360 Company & Relationships

360 Section: Customer Lifecycle stage contents

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

4
james_whitehead
4 years ago
K
Shoshin
krispilsShoshin
asked in 360 Company & Relationships

success plan status

for success plan status , to add "close incomplete"

1
faust_belarmino
Veteran Rookie
4 years ago
chad_horenfeldt_c2ba52
chad_horenfeldt_c2ba52Registered User
asked in 360 Company & Relationships

Is anyone having an issue with Rich Text Fields on the C360 where they add a bunch of code back to SFDC?

My team had been using rich text fields in SFDC and when we exposed them in the C360, a bunch of extra code is added when they edit these fields. Not sure what to do here.

3
chad_horenfeldt_c2ba52
4 years ago
jason_simmons
jason_simmonsRegistered User
asked in 360 Company & Relationships

Loading the Survey Responses tab from external surveys

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.

1
abhilesh_khatri
Gainsight Employee: Rookie
4 years ago
sierra_evans
Team Captain
sierra_evansTeam Captain
asked in 360 Company & Relationships

List View in Success Plan Configuration

I can see a new "List view field configuration" option in Success Plan administration. It appears limited to 6 fields. Does anyone know what this is or does?

1
lila_meyer
Gainsight Employee: Grand Slammer
4 years ago
susan_fuleihan
susan_fuleihanRegistered User
asked in 360 Company & Relationships

Can I add attachements to a success plan

Is it possible to added attachements to a success plan? I'm trying to add powerpoint slides or an excel spreadsheet? Thanks Susan

4
lila_meyer
Gainsight Employee: Grand Slammer
4 years ago
katerina_nemcova
Team Captain
katerina_nemcovaTeam Captain
asked in 360 Company & Relationships

success plans - Collaboration section - hashtag customisation

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

0
katerina_nemcova
Team Captain
4 years ago
katie_b
Champion
katie_bChampion
asked in 360 Company & Relationships

Calculate Average CSAT for Scorecard Metric

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.

2
katie_b
Champion
4 years ago
cameron_wright
Gainsight Employee: All Star
cameron_wrightGainsight Employee: All Star
asked in 360 Company & Relationships

Rich Text Area field in C360 - Hide customization box and extend field option

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]

1
azhar_uddin
Shoshin
4 years ago
jess_hall
Shoshin
jess_hallShoshin
asked in 360 Company & Relationships

Accounts without sponsors

Is there a way to pull a report of accounts that do NOT have any sponsors? (Sponsor Tracking)

1
dan_ahrens
ACE
4 years ago
jess_hall
Shoshin
jess_hallShoshin
posted in 360 Company & Relationships

C360 Jumps to Sections

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...

1
azhar_uddin
Shoshin
4 years ago
C
chandrashekaruRegistered User
asked in 360 Company & Relationships

How to change the fonts in Downloaded Success Plans

Hi, Need to change the fonts that are alrady present in success plans. After exporting the success plan we need to do lot of manual work to change fonts and delete unnecessary slides. Need help in changing the fonts

0
C
4 years ago
joseph_siudzinski
Shoshin
joseph_siudzinskiShoshin
asked in 360 Company & Relationships

Manual Relationship Addition - UI Cut off

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.

1
azhar_uddin
Shoshin
4 years ago
darkknight
Grand Slammer
darkknightGrand Slammer
asked in 360 Company & Relationships

New Scorecard UI not showing history tracker when values are 0

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?

1
sai_ram
Grand Slammer
4 years ago
darkknight
Grand Slammer
darkknightGrand Slammer
asked in 360 Company & Relationships

Enable hiding of "Percentage Contribution" on the new Scorecard UI

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]

11
lila_meyer
Gainsight Employee: Grand Slammer
4 years ago
ky_powell
ky_powellRegistered User
asked in 360 Company & Relationships

Is it possible to make the new summary scorecard view the default view over lists?

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]

1
aditya_marla
Shoshin
4 years ago
ky_powell
ky_powellRegistered User
asked in 360 Company & Relationships

What is the best object to report off multiple scorecards in the same report?

There a numerous objects for scorecards. Though, I have two scorecards that I would like to report off of in the same report. What is the best object for me to do this from or do I need to create a data space to combine my two scorecard objects together?

2
ml2019
Veteran Rookie
4 years ago
Angela.Felicissimo
Angela.FelicissimoRegistered User
asked in 360 Company & Relationships

Can i pull a report into a Success Plan

I have reports (created in report builder) that I would like to include in Success Plan templates. Anyone know if this is possible? Thamks in advance :-)

5
Angela.Felicissimo
4 years ago
toddmassey
Shoshin
toddmasseyShoshin
asked in 360 Company & Relationships

Exporting Scorecard details for a single customer.

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?

1
keith_mattes
All Star
4 years ago
C
chandrashekaruRegistered User
asked in 360 Company & Relationships

Not able to share C360 page

I am not able to share/ download c360 page with users. When i select Share C360 no action takes place. If i select Export C360 i get a mail with Ppt which has no details. If i select Export Success Plan no action takes place. Help on this would be of great help.

3
C
4 years ago

Register for Pulse Europe 2023

Terms & ConditionsCookie settings