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.
- 435 Posts
- 1,383 Replies
Is there a new limit on the number off R360 layouts that an admin is able to create?
According to the documentation, Gainsight allows up to a maximum of 50 R360 layouts to be created. Now, with the new release, I’m attempting to migrate my layouts, and create a new test layout. Eleven layouts were migrated, and two new layouts were created as “Gainsight Recommended Layouts”. When I go now to create a new layout, I’m greeted with an error that I have already exceeded the maximum allowed number of layouts, and I’m not able to create a new one.Did the limit of 50 change with the new release?
Display company-level contacts at the R360
Hi,When a user searches through contacts to add to a relationship, she/he wants to be able to search the company for people to add. Instead, when searching, all people in our Gainsight instance are displayed which makes it hard to sort through and find the existing client contact.Steps to reproduce: Go to an active R360 → Contacts → click + Person button → Search for an Existing Person → type in partial name → click Search → notice all names from company person display (not just ones tied to the company) making it hard to find the right contact.Is there a way to configure this or do I need to submit a product idea?
A way to remove editing capabilities on a report on C360
Is there a way to remove the ability to click edit on this report on the C360? I only want them to be able to view it, not edit. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170915-13714-ven268-Screen_Shot_2017-09-15_at_11-44-28_AM_inline.png[/img]
C360 Account Fields
I know i can pull this into the attributes but it does not allow you to edit and it also does not allow modification to the layout of the section. So I am looking for a way to pull some text based account level fields into the 360 view that will allow the CSM to see what is housed in the field but also edit if required. Any ideas on how to make this possible?
Question on scorecard behavior when two different rules directly affect one measure.
Hi Everyone, We need to setup a new rule where we change our sentiment scorecard to match a manual Red/Yellow/Green field on the account page in Salesforce. So for example, if a CSM changes the RYG field in SFDC to Yellow, we want the sentiment score to match that. Currently our NPS surveys are directly affecting the sentiment scorecard as well. So for example if a customer submits an NPS survey and gives us a 7 or 8 we set the sentiment scorecard to Yellow (or 0 to 6 we set it to red). How will the scorecards behave if we have these two rules directly affecting one measure? Can we configure one to take precedent over the other? I worry that if a CSM sets an account to RED and then the customer later submits say a 7 NPS survey, it will override that red and change the sentiment to yellow.
Is there a way to have different tag types
It would be nice to have different categories for tags on the C360. Like one category for at risk tags, one for integration tags (for example - we want to track every product our customer integrates us into) but we want this in a separate pick list from other at risk tags we have.
Extend space to see full report name
In C360 > select a section on the left nav > the section title appears in the middle window, along with the report name (and a dropdown triangle if more than one report is in the section). Issue is, the full report name cannot be seen, despite the fact there is ample horizontal real estate in the grey bar.[img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170805-27934-1qort9z-Screen_Shot_2017-08-04_at_5-41-17_PM_inline.png[/img]
Adjust setting for one time password for Share 360
Is there a way to turn off the one time password for Share 360. It appears to be a one time password per account. We are trying to use this to deliver data to our CEO, but this is not ideal to have to bypass this password every time. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180621-118803-1o5rc64-Screen_Shot_2018-06-21_at_9-29-49_AM_inline.png[/img]
customizable /editable field in Success Plan (Plan info)
Hi there, we are trying to adopt Success Plan and it's nice to be able to add in read-only fields. However, the existing three native field. "Description", "Action Plan" "Company Highlights" are too limiting. I'd like to 1) be able to add in new text/ editable fields, such as Account structure, Issues from the past; 2) be able to rename the existing three fields, as we don't call it that way, or as long as I can create new text fields, then the ability to take the native ones off the view. All similar to the enhancement done to the CTA customizability. In fact, if the team can directly edit in Account plan of certain non-text field, that would be even better. One of such fields we want to be editable is the fiscal month of the clients. Currently, the CSMs would have to go back to account page, find the field, edit there. If this last bit of the request is difficult, please kindly suggest a workaround. Thanks.
What data object contains the data for the overall scorecard value?
Since I have created a scorecard called Health Score, I see an MDA object called Health Score Scorecard Fact which I believe stores everything for that scorecard. The problem is that I cannot figure out the data structure in order to create a report to display the overall scorecard value. Additionally when I make changes to a scorecard to test if it is pulling in measures and/or overall value nothing changes so is there some sort of job that needs to be run or do I need to create a rule. I have searched through documentation and with the old and new scorecard functionality I cannot find what I need.
Success plans accessible in product
We are working on creating success plans for our onboarding process. We would like to make the onboarding success plan visible in our product to any admin who logs in. This would require a url that isn't restricted by person. Can we generate a general url to paste in our product and have different people access it?
Why does updating a Scorecard have a refresh and a save?
We noticed that if a scorecard metric score stays the same and you hit the checkmark to save it, it does not update the last modified date. This is essential for us to know how up to date our scores are. Instead, you have to hit the refresh button to do this. Why not just give the checkmark the full capability when the score stays the same? The refresh button feels unnecessary.
Logging Customer Calls and Notes/Tasks/Events to C360 (without having to go to SFDC)
We need a way for CSMs to log calls/events/tasks and notes to a C360 page, especially for the SMB low-touch team. Currently, the only way to do this is to either log a Milestone and post comments OR create a CTA and log comments (but this type of transaction should not be logged as a risk/opp/event).
Customer360: HTML code showing up instead of URL on Attributes field
I thought there was already a community entry somewhere that I had raised this issue a few months back and was told it was to be resolved in the next update (which should have passed by now) but still encountering this on the 5.x UI. I did find this problem [url=https://community.gainsight.com/gainsight/topics/zendesk-ticket-urls-no-longer-working]https://community.gainsight.com/gainsight/topics/zendesk-ticket-urls-no-longer-working[/url] which could be related. We have a field on the attribute tab that should display a URL but it is showing HTML code instead. Is this a bug or something we can adjust on our side? Please see screenshot below. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160804-107205-lbi6b6-img_inline.png[/img]
Ui limitation - c360
Hi there, Currently the product puts a limit on the # of fields allowed for the summary section. I understand the balance/concern on loading time. However, need some help on the UI improvement as it's getting difficult. 1. Summary section. I've already used up my 12 fields limit. But need a couple more there. they are from different objects so using report 2.0 to create a new section is very space inefficient. Also, it's a lot to ask for the CSM/team managers to wait for 30 seconds for all the sections to load, and click on a section that is after #5 to find an important summary field for the account. To present it differently, there are more than 10 reference fields that I would like to put at the fingertips of the CSMs. Again could be from different objects. Need a better way to deliver it in the UI so that it stretches the click through journey for something basic. 2. Section created by Report 2.0. I appreciate the improvement of section tab via
Scorecards - Historical Tracking
I was reading through the "[url=https://support.gainsight.com/Product_Documentation/Scorecards/Admin_Configuration/Configure_Account_Scorecard_History]Configure Account Scorecard History[/url]" GainsightGo article and I had couple questions. [list] [*]How can I see if my snapshot will be every week or month? [*]Where is this stored in the usage? [*]Is there a configuration connection step in SFDC that I was supposed to perform? [/list]That article lead to another GainsightGo article, "[url=https://support.gainsight.com/Product_Documentation/Scorecards/Admin_Configuration/Configure_Account_Scorecards]Configure Account Scorecards[/url]". Under the Validity Period Example header, there's a snapshot of a group of scorecard measures. The snapshot shows a color for each of the measures and each color is accompanied with a score (#) and an arrow indicating if it's up or down from last time. Is there a way I can enable the score (#)? I have the color and the arrow, but no score (#).
Is there any progress on the accuracy of Sponsor Tracking?
Is there any progress on the accuracy of Sponsor Tracking? We are new to Gainsight but are getting a poor response rate to Sponsortracking. This was a very attractive feature that influenced our buying here. So any and all updates will greatly be appreciated for our team. Thanks!
Decimals in C360
Currently, in the summary section of the C360, we cannot pull in fields with decimal places accurately. The field will be reported on, but it will lose the decimal that the number carried. For example, one of our customers is attempting to bring in the current version of software that their customer is on. For example, version 5.5. However, when we bring that field into the summary area of the C360, the number is cut off or rounded to 5 or 6 instead of having the decimal place. I've seen other posts on the community mentioning this throwing off their ability to bring in monetary values ($12.51) because of the apparent decimal place. This seems like it could potentially limit the types of fields our customers can make use of on the summary/attributes section of the C360. Thanks for the time reading! -Logan T.
Attributes truncated from Rich Text Field type
Hello Team, When I upload HTML in a rich text field type it is truncating some tags. For example: The column in CSV contains: "<a href=""[url=http://www.google.com%22%22/]www.google.com""[/url]; target=""_blank"">Click to open chat</a> When uploaded to gainsight it truncates the target tag and leaves it with the href tag. Regards, Jahnavi
GANTT - CTA "Created Date" doesn't match GANTT chart
Today is 9/7/2017 and I created two objectives. According to the GANTT chart they appear to have been created on 9/6/2017. Is this intentional or a glitch? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170907-75797-g4wesd-image_inline.png[/img]
Success Plans - Checking off tasks on objectives vs Gantt Chart
Im not sure if this is a problem or intended functionality... but when you check of a task on the objective of a success plan and then go to the Gantt chart it makes a point on the chart, crosses off the task but does not check off the box of the task on the Gantt chart. Then if you check off a task on the Gantt chart it doesnt make a point on the chart, doesnt cross it out, and doesnt check it off in the objective. What is the difference between checking tasks off on the Gantt Chart vs the objective? Why would you use one over the other? Or should they being working the same between the two?[img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180201-129529-1jamqqm-Objective_inline.png[/img][img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180201-60879-wn9hpc-Gantt_Chart_inline.png[/img]
Displaying Company Description on the C360 Page
I would love to see Gainsight automatically pull in basic biographic information about a customer to be displayed on the C360 page or elsewhere throughout the account. Other success softwares I have used have an "About the Company" section that pulls things like a company description, the amount raised if the company is publicly traded, number of employees, location, link to social sites, etc. all from the web automatically. At least the company description would be great so that we can get a snapshot of what the company does without having to Google them.
Default font on Success Plan text boxes are incorrect
When you enter text into the text boxes on a success plan (Description / Action Plan etc) the font in the panel is shown to be Sans Serif but when text is entered, it is Serif. The real UX problem here is that to change the text from Sans Serif > Serif, you need to highlight the text and change it to Sans Serif (no change) and then change it back to Serif. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20180328-83202-1qwhzw5-Screen_Shot_2018-03-28_at_10-38-31_inline.png[/img]
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