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.
- 453 Posts
- 1,425 Replies
Is there an option to show hyperlinks to customer records in other systems from the C360 views? A few customers have asked for this ability. An example can be a link to Aria or an internal system. The hyperlinks already exist in the Account record in SFDC, but is there an option to also show them and make them clickable from the C360 page?
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 there a way to add SFDC fields to a new section in the C360? As far as I can tell, adding fields to the Attributes section is the only way to do this, but it would be great if we could create a new section so we can add other fields that are relative to the customer that CSMs can check/update while on the C360 page.
Our org has a SFDC contact object. Is it possible to leverage this object on the relationship level, assuming we add in the right fields to identify the product offer? If it is only at the account level, is there a roadmap to make this functionality be available on the relationship level.
Does the Shared C360 support date formatting? I have added two date fields to the Shared C360 view, but the two fields are fomatted two different ways: One field is formatted yyyy-mm-dd Another field is formatted mm/dd/yyyy They are the very same fields I have added to my 'in-platform' C360 where both fields follow my desired mm/dd/yyyy format. I have not located a way to control the formatting of the date.
I've been struggling with Scorecards 2.0 the last couple of days, loosing hours and hours of work trying to get them to update properly. At first I thought that you could only update a 2.0 scorecard if you went and loaded it on the accounts C360 page, but then you would be able to load to it forever, but I've just made a new realization. You can only update the scorecard that is actively loaded on the C360 page. I switched over to Scorecards 2.0 from 1.0 because of the ability to have multiple scorecards. For all my accounts, I want to have a general Health Scorecard (with NPS score, CSM sentiment, etc. etc.) and a Features Health Scorecard that goes through all features and displays the usage, but now I can only update the one that is currently loaded on the C360 page. I want to keep them both updated and allow the CSMs to have the ability to switch between the two, but it doesn't seem like I can do that. Am I wrong? Was this intentionally built in or is it a bug? If it's int
I have two questions about the Scorecard 2.0 UI 1. We noticed that when you hover over a score (either a Measure score or a rolled up score), the word "Label:" precedes the label. This to us seems unnecessary and doesn't look quite "finished" - can the word "Label" be removed in any way? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20171109-127696-xey26k-2017-11-08_15-46-11_inline.png[/img] 2. We have defined descriptions for each Measure but those descriptions don't appear anywhere in the UI (from the CSM point of view). Should these descriptions pop up when you hover over the measure within the Scorecard view? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20171109-94004-1f70gao-Measure-description_inline.png[/img] Thanks!
Hi - I love the idea of the success plan and how I have the ability to export the PowerPoint to my email. However, I noticed that only some of the information from the "Plan Info" tab is being exported onto the first page of the PowerPoint. Is there a way to get all of that "Plan Info" information onto the document or does it only have the ability to pull the "description" box? Thank you in advance!
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?
We regularly get contacted by end users who don't understand why they're getting notifications for accounts to which they aren't assigned, and it's always that they have clicked the "Follow" button at some time in the past. Also, when users leave our company, if they had clicked the "Follow" button at some point, we will get failure notifications on emails that were attempted to be sent to that user. Would be great to have the ability to see what users are following which accounts, as well as the ability to forcibly remove the follow on the users behalf.
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]
I would like to be able to display all cases for each child on their parent account c360. I would also like pretty much everything (I know that is vague) to be aggregated from child to parent if I am looking at the parent account ie scores, cases, projects, survey data, etc.
I opened a support ticket on this, but posting here is well in case I can get a quicker answer. I have a new field that we created on the Customer Info object that is to be a picklist with one of two options. This purpose of the field is to serve as a toggle switch, essentially, that gives our CSMs some control over the CTAs that will get triggered based on the customer engagement model. We would have rules in place that say "If FieldX is set to A, trigger this workflow. If FieldX is set to B, trigger this other workflow." In order for this to work, I need the field to be editable by the CSM. Under C360 Sections in Administration, I added this field to the Attributes section (I wish we could have editable fields in Summary) however when I click the field settings, the Editable field is unclickable. How can I enable this field so that it can be edited by an end user? This is a very important issue for me as the new engagement model we are developing hinges on having th
A member of our management team previously worked at another organization using Gainsight. He says CSMs were able to override the current Account Score on the C360 Summary screen, simply by clicking the score and changing it. The score still automatically statused itself; this was simply an option the CSM could use if they think the score should vary from what it automatically is. I've scoured the community and documentation, but I don't see this anywhere! Is it possible?
Recently, I purchased a subscription for my company for Gainsight but I haven't finalized the SOW for the implementation piece. I already have it installed in my SFDC instance and have taken the Admin 101 training but I can't for the life of me figure out how to set it up to simply show a list of my customers from SFDC and some of their attributes. Can someone point a self-starter like me in the right direction?
Has anyone successfully set up Account Hierarchy using a custom lookup field? Going into Administration/Account Hierarchy, I have the option of only selecting Parent Account ID from the lookup relationship field picklist. The fact that it is a picklist tells me I should have the ability to have more than one option. We are in the process of determining now how to enable AH, but we aren't able to use Parent Account ID (due to reasons) but want to potentially leverage a custom object. Anyone know how to enable a custom object to appear in this picklist? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161101-102226-l41md0-image_inline.png[/img]
I love the hierarchy added to the latest release. it's great when you have customers with multiple accounts due to a large and complex relationship. The challenge I'm finding now is that we have a very ambitious internet research team and as such, have a ton of accounts in some hierarchies. For example, one has over 2000 accounts in their hierarchy, but only a handful are customers. This is for a variety of reasons but I'm wondering if anyone has explored better ways to display customer only accounts. My first thought is that if Gainsight can't do it, how do I implement it? Is a formula field the best option to pull if someone is a Gainsight customer and then use that as a look up?
I love that you can add a template to Success Plans, however I am having a few issues. When I add objectives to the Success Plan Template the order is different when the CSM applies the template. Is there a way to make Success Plan Templates editable like playbooks where you can move the order of the objectives around and then they show up in that order for the CSM? Right now I keep battling with the template by adding and deleting tasks to get them in the order I want, and then for some reason they still show up in a different order when applied to the Success Plan.
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?
Under the Customer Tab, there are four main metrics displayed; ARR, num of customers , MRR and Users. Is there a way to change what is displayed at the top, perhaps remove MRR since we only use ARR ? Or add a customer specific data item that can be summed up from all "my" accounts ?
Hello Team, I have two fields, one picklist and other text field. My use case is that if use has selected a particular value then the text field should become mandatory. This can be done using Salesforce validation rules but the error message is accompanied with a gainsight error code. How can I remove the gainsight error
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