Gainsight "flat" view vs Account Hierarchy structure
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In Gainsight, all the accounts come in at the same level; with no ability (currently) to view things through the lens of the Saleforce hierarchy for the accounts. This creates issues for our CS team that works with our larger, more complex accounts. For example, when they view their Health Score dashboard, they just see one long list of accounts that are all flat. The reality is that they may have a handful of actual accounts with multiple sub-categories and brands within those accounts; and ideally that would be reflected in Gainsight (health score views, cockpit/CTA views, etc.)
We have developed some workarounds, including having a field with the full account hierarchy "tree" available for filtering; but I'm curious if anybody else is struggling with this and if so... any clever ideas on making this work within GS.
We have developed some workarounds, including having a field with the full account hierarchy "tree" available for filtering; but I'm curious if anybody else is struggling with this and if so... any clever ideas on making this work within GS.
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This would be a HUGE win if we could get this functionality in Gainsight.
Thanks!
Select parent account
All data for all sub-accounts (cases etc) shown under the parent account
Overall health score
Ability to filter by sub-account from a pick list/drop down (select 1 or more sub-accounts)
Sub-accounts health score
We require this capability and I've outlined a "high level" scenario that I think brings further light to this need. Our requirements are centered on the following criteria:
With that being said, we would request that the model included act as a potential baseline to follow relational to setting up a Hierarchical Relationship. Furthermore, we think it's important that the Hierarchy not stop @ Relationship Layer III. Once we've established a Hierarchy that will allow us to manage our Global Account model, we would then like the ability to perform a similar model to what exists today.
Thank you in advance for your considered support in bringing this "idea" to reality. Take care.
Mark
https://support.gainsight.com/Product_Documentation/Administration/General_Administration/Configure_...