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Unable to edit manual score Relationship

  • 3 February 2021
  • 3 replies
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Hello everyone,

I am unable to manually edit the Relationship score on an account as a CSM or account owner. I verified the Relationship measure is enabled for manual edit and there is a head/shoulder icon next to the color trending dot which seems to verify it can be manually edited.

When I click on the Relationship measure I am expecting a sliding bar to pop up where I can manually adjust the score. But what I see instead is the Timeline box appear to the right of the measure but no way to manually adjust the score. 

Any suggestions on how to allow/enable CSMs to manually edit the Relationship measure?

 

Screen shot from test account:

 

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Best answer by smurray 3 February 2021, 22:44

Rinton on the Gainsight support team help me resolve this, but I’ll post the solution here in case somebody else runs into it.

In this case, the person was assigned to both Gainsight Viewer and Gainsight Standard permission sets in Salesforce. When assigned to both permission sets, Gainsight apparently applies the most restrictive set of permission set to the user which is Gainsight Viewer. As a member of Gainsight Viewer permission set the person was not able to manually edit the health scores that are otherwise configured for manual scoring in Gainsight.

The solution to the problem was to remove the person from the Gainsight Viewer permission set in Salesforce. Also, the person should remain or be added as member of Gainsight Standard permission set in Salesforce which enables them to manually edit health indicators configured for that.

 

Thank you Rinton!

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@smurray Sorry for the inconvenience caused here. We need to verify the configuration before getting to the conclusion. I am creating a support ticket on your behalf. Our support team will get back to you for more info. Thanks for raising your query.

Rinton on the Gainsight support team help me resolve this, but I’ll post the solution here in case somebody else runs into it.

In this case, the person was assigned to both Gainsight Viewer and Gainsight Standard permission sets in Salesforce. When assigned to both permission sets, Gainsight apparently applies the most restrictive set of permission set to the user which is Gainsight Viewer. As a member of Gainsight Viewer permission set the person was not able to manually edit the health scores that are otherwise configured for manual scoring in Gainsight.

The solution to the problem was to remove the person from the Gainsight Viewer permission set in Salesforce. Also, the person should remain or be added as member of Gainsight Standard permission set in Salesforce which enables them to manually edit health indicators configured for that.

 

Thank you Rinton!

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@smurray Great to hear! 

@rvinny Thanks for your quick help.

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