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
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Below are the few points with regards to CheatSheet that needs further improvement. However, if anyone already has this figured out then would be happy to know about it.Renewal Discussion: Final outcome of renewal discussion is not displayed (while this is added to the opportunity) it was not added to timeline. So Renewal Discussion tab didnt consider consolidating details from renewal opportunity. Key Projects section: this isn’t reflecting the true projects themselves but yet meeting agenda/emails. Not sure if this truly gives a good look at the key projects and status of them.
Hello Team,As currently salesforce is planning to deprecate the VF page and migrate lightning Aura or LWC components in salesforce in the near future and no deadline is provided. Now Gainsight currently support only the VF page and components to embed the Gainsight widgets in salesforce. Please find the support article which is used to currently set up VF code in salesforce:https://support.gainsight.com/Gainsight_NXT/Team_View/Admin_Guides/Configure_Gainsight_NXT_Custom_Widgets Could you kindly let us if Gainsight has plans to incorporate Gainsight Widgets in Salesforce using Aura or LWC components?
Users are complaining that the tabs using Google Chrome used to have the Company Name so they could easily see the Company Name when they have many tabs open but, now it just shows Company 360. Is there a place in Chrome or Gainsight to control what is shown there?
While its amazing that the Product team added the ability to have True Score on the NPS Widget. It seems like its been made the default( along with ‘current half year’ as default period) which needs toggling to Avg NPS everytime you enter the C360.Would it be possible to set the default to Avg NPS( and Past Year) OR atleast give the Admins or End users options for setting this default?
In the old C360, I used a string field from the Company object that contains a unique url to to our product for the particular company the CSM was viewing in C360. The unique url contains html code (see below example) at the beginning and end that caused it to display as a hyperlink with a simple and clean label ‘Login’. It worked perfectly. The CSM would simply click ‘Login’ and a new webpage would open and take them directly to the product login page for that particular company.<a href=”unique url example.com” target="_blank" >Login</a> It appears that string fields with url’s are no longer allowed in the new C360 so I had to create a new URL data type field in order to display the login url as an attribute. It’s a very long url so It’s not pretty to display it. I’m curious if there is a way to create a custom label for url’s so I can display ‘Login’ again like I had it before?
Within Gainsight, we are trying to find an easier way to view only accounts we want without having to make a new dashboard or list for each CSM. I noticed the “follow +” button at the top of the C360 in gainsight for customers. If I follow all of my accounts, is there a way to see all the accounts I am following in Gainsight so I can use that page for reference instead of having to search for my accounts individually?
I do not know when or understand why this change was made. Best guess someone was able to find was 5 months ago. Prior to this change in order to make records on a Low Volume object editable on a 360 you had to add the GSID of that Low Volume Object to a report. This gave the popup edit icon that allowed you to have end users edit records. Now, after some change, probably horizon change, the edit icon is always there. We have no control on if records should be edited or not. In this sreenshot you can see no GSID In this screenshot you can see the edit icons are there. Do I understand why this was probably changed? Yes, obviously it makes reports look ugly/extra effort just to add the GSID to make something editable. However, by you guys no longer making the GSID a requirement and allowing every Low Volume Object report to have the edit buttons you have removed capabilities we had before this change. We as admins no longer have the ability to remove the end users ability to editing Low
We have many C360 people who are are also people that should be shown in the R360. It seems the only way to get a person from one to the other is to manually add them. It would be nice if there was a way to go to the C360 and “associate” the user with more than one product that is in the R360. We use Gainsight Assist for Gmail and it’s nice to send an email and have that app ask which account you want the timeline attached to-but it only triggers that notification if you have the people in the email associated with the R360 products. Therefore, I would like to associate my people from C360 to R360 to have that Gainsight Assist functionality work consistenly.
Hello team,We use embeded pages in Gainsight - this is really powerful to have all our tools in Gainsight.However, there is a lack of some simple functionalities - could you add them ?- enable clipboard in the iframe (cf https://stackoverflow.com/questions/61401384/can-text-within-an-iframe-be-copied-to-clipboard)- enable google authentication in the iframe (you need to set-up iframe cross-origin policy)- enable my company oidc connection with redirection in the iframe (you need to add my company authentication server to your iframe cross-origin policy)Be sure this little update on your side will have huge impact on ours.Best,Marc
[Ask from Customer] - View contacts and opportunities options from C360 in lightning showing only recent contact and recent opportunities
View contacts and opportunities from C360 of lightening is showing only recent contacts and opportunities. Replication steps- 1. Logging into Sales force and Switching to Lightning Experience 2. Go into Gainsight and to any C360 page 3. Clicking on the three dots and selecting either View Opportunities or View Contacts The expected result is that it would take me to the Opportunities or Contacts for the account. The actual result is that it takes me to the Recently Viewed list for either Opportunities or Contacts across all accounts. Share your view and idea to fix this. If not then any plan to add in future release? Thank you in advance !
Looking for some advice and guidance on shifting from 1 relationship type to multiple relationship types.Currently our instance is set up with 1 relationship type of Product with 7 relationships tied to it. However, we are considering moving those multiple relationships up to the Type level. So instead of only Product, we would also have MTG, IES, COML, PARTNER, etc. Has anyone done this or have any helpful guidance on how to do this successfully?We are interested in shifting because of the the diversity of the processes among the teams that use Gainsight and would like a unique page layout for the CTAs for each of these teams.
Hi,Does anyone know how to create an easy link out from a customer’s C360 to their Salesforce page? This is very straight forward if on the Salesforce edition of Gainsight, but we’re on NXT and it doesn’t seem near as simple. I found this post by Spencer which allows you to create a URL using Concatenate and Rules Engine -- I was able to get this to work, however, the link only seems to work from within Reports but doesn’t function the same elsewhere. When trying to embed the URL on a customer’s C360, it just shows as the URL structure: <a href”[URL] etc. Does anyone know how to cleanly link to a Salesforce page from the C360 on the NXT edition of Gainsight? Ideally we’d have it live in the Summary > Attributes section at the top of the C360.
For those of you interested, the Gainsight Professional Services team is offering 3 hours of their TAM services for free to help guide you through the Horizon C/R360 UI Upgrade ... Who can participate in this offering?Any current customer who has not yet, or is currently in the process of, converting their C/R360 layouts to Horizon. Customers who don’t already have a TAM (you should already have been guided through this process, or will be). This offer is available on a first come first serve basis (prior to your automatic upgrade date) and is limited by our internal resource availability.IMPORTANT: Please be aware of your automatic upgrade date. This offering is only applicable prior to this date. Please reach out to your CSM for more information on your upgrade date or this offering. Note that this can be converted to a paid offering if you need more than 3 hours.
We’re in the process of implementing the Customer Journey widget into a new C360 design. Is there a reason why the Key Dates needs to be limited to 3 selections in the configuration of this? These dates are very useful to be able to display, and we would like to set up new rules to be able to display additional dates relating to last interactions of different types but the limit of 3 key dates prevents us being able to do this. Could this limit be increased?
At our company, we use Company Teams and R360s for CSMs to manage their portfolio. We’re looking for some guidance on how other companies handle PTO or OOO when they usually would not be able to see another CSM’s BOB. We would like for CSMs on the same team to be able to cover other CSMs’ accounts, such as update CTAs/Tasks, add Timeline Activities, and etc., if their assigned CSM is out of office for any reason. Thank you!
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?
Customers feel that the process of rule with action type load to people with company association undergoing "partial failures" just because there's a duplicate entry in the Person action (even though that's expected in the cases where they are having the same person associated for two different Companies) is a bit irrelevant.They feel that it would be great if we would create an independent action type that would allow the users to directly update a Company Person records based on GSID (identifiers) without having the dependency on the additional Person component within the same action.
Is it possible to report on the free text widget you can add to the Summary section of C360? CSMs have mentioned it would be great to have their notes and a Modified Date captured somehow (i.e. in case of accidental erase)
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