Share your questions and best practices on Gainsight Scorecards here
- 14 Posts
- 28 Replies
Limited or no customer usage data
If you have limited to no access to your customers usage data of your product, how are you using Gainsight to manage your customer base and provide guidance to your CSMs where to focus and prioritize their time? What CTAs are you firing?What JOs are active?What surveys are you sending?What timeline entries are required?What health measures have you configured and are any editable by the CSM?
Help with Historical Health Score Reporting/Dashboard
My team and I are trying to create a dashboard that shows historical changes in health scores and what measures caused the score to change. We are having a hard time filtering reports and simply want to know what went from:Green to Yellow Green to Red Yellow to Green Yellow to Red Red to Green Red to YellowWithin the last week or month. I was wondering if there is a template or some guidance we can be given to show scorecard changes per account from week to week and month to month.We were thinking of separate reports for each change, but are hoping there is a better way to display that information in a dashboard.Any help with steps would be much appreciated🙂
How to add Services Projects to Health Score
Hi all 👋 newbie admin here with a question on the Health ScoreContext:My company offers professional services to our customers (i.e. training, managed services, etc) and when they sign a new contract for a service, they open a “Project” in Salesforce to track it until completion.They then regularly update a “project status” field while it’s open to indicate how it's progressing with either a “Green”, “Yellow” or “Red” value. A customer can have either multiple, single or no projects at any given time. See the screenshot example for a single customer below who has multiple open and closed projectsMy CS team would like me to add a new group to the Health Score for “professional services” with a metric that considers the “project status” of the open projects. The ask: I’d love to get some feedback on the best way to implement this 🙏My thoughts on how to do thisI need to translate the categories of Green/Yellow/Red into a numerical score I think it could be Green = 100%, yellow = 50%, re
Only count customer email replies towards health score
I am trying to use email activity with specific personas (Executive Buyers & Champions) as the qualifying action in one of our health scorecard measure groups. However, I am running into some challenges trying to only count the customer’s response towards the scorecard measure group, not the emails being sent by the CSM to the customer.For context, our CSMs use the Gmail Gainsight plugin to log emails to a customer’s timeline.The end objective: only count customer email replies towards our health scorecard measure group.We currently count email activity logged with contacts who are labeled as either the Executive Buyer or as the Champion towards our health scorecard measure group. The challenge we’re facing - there isn’t a way to only count email replies FROM the customer towards the health score.This means that a CSM could send out any number of emails to their customer which could go unanswered and each email the CSM sends would count towards that customer’s health score. This re
Overall health of an account (Account Health scorecard) turns red, the managers of each of the 4 team members should be notified via email:
My team is looking for a way to create an Email Alert to certain managers when an Account has turned Red. They opted out of using a CTA to do this, but wanted to know if there was any alternative ways in Gainsight to have this function. When the overall health of an account (Account Health scorecard) turns red, the managers of each of the 4 team members should be notified via email:Account Executive manager Renewal Rep manager CSM manager BCAM manager
Email Alert to certain managers when an Account has turned Red. Step By Step Instructions
My team is looking for a way to create an Email Alert to certain managers when an Account has turned Red. They opted out of using a CTA to do this, but wanted to know if there was any alternative ways in Gainsight to have this function. Please GIVE STEP BY STEP INSTRUCTIONS. When the overall health of an account (Account Health scorecard) turns red, the managers of each of the 4 team members should be notified via email:Account Executive manager Renewal Rep manager CSM manager BCAM manager
Follow up on the 'Day in the life of Gainsight Manager' session
Hello All, Thank you for taking the time to join the session today. There were two requests that I wanted to make sure I provide adequate material and support articles. Risk template: As I showed my cockpit and how a CSM will enter the risk update in the timeline entry, there was a request to share the format of the risk update. Here is the link for your admin to configure this template (Total configuration time: 5 mins). So here is that template: Progress Summary: 1 sentence or No new update Relevant Background / Context: Background Has this always been the case? Or is it a new development? Key People/Personas What Has Already Been Done: This week Past action summary Next Steps: Immediate action items, owners, and dates Blockers @ Mention Flagged Risks: Tag CS leadership Non-flagged Risks: Tag Manager Asks from the leadership: Assign task to Gravity team member with specific ask How do I get a tabular scorecard report shown during the webinar? Assuming tha
How do CSMs set the CSM Sentiment on your scorecard?
How do you set up the CSM Sentiment measure on your scorecard? There are a few ways rattling around in my brain:CSMs manually set the measure score on a certain cadence Sentiment is derived using a custom field on Timeline that a CSM sets for logged activities and set automatically A combination of CSMs manually setting the measure and automatically setting the measure based on risk criteria (ie, at least 1 Risk CTA, or an At Risk opportunity) Something else entirelyAt the end of the day, my intention is to ensure CSM Sentiment is captured in the most efficient way possible, ideally without additional burden from CSM for manual data entry. We do automate some Risk CTAs today, and plan to have CSMs manually create Risk CTAs for certain identified risks as part of our risk review process. So, it’d be nice to leverage that. They also already set Opportunity stages to At Risk, so I’d like to use that as well (though I do want to be able to identify accounts trending At Risk even if the opp
Rules Engine only updating secondary Scorecard if it has been viewed in Home first
I am trying to create a new scorecard for 2023 and run it along side our old scorecard method so that we can understand the differences prior to putting it into production. However, whenever I run the rules to populate measures for my new scorecard it is only updating accounts where I have gone into the Home → Scorecard and viewed the new “Rules 2023" scorecardIt appears like this new scorecard is not being created until an end user views it first which makes it really hard to compare old to new. Is there something I am missing about how to populate this Scorecard across all accounts?
We have trial customers, which we would like to have in Gainsight so we can see product usage. However, Gainsight requires that we associate it with a scorecard, so we would like to create an unweighted scorecard. We want it to be unweighted because we want to see some of our scorecard metrics (i.e., product usage), but because these aren’t paying customers, we don’t interact with them much, so we don’t want it to be included in the overall health score. It doesn’t appear there is a way to create an unweighted scorecard. Any suggestions?
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