Topics started by elise_fujimoto
We're having issues rolling up date information (renewal date, churn date, subscription start date) from an Opportunity level to an Account level. Our Salesforce system keeps much of our transactional detail in the opportunity level, but we'd like some visibility of upcoming renewal dates and churn dates at an account level. What is the best practice around this? Our Salesforce Admin is concerned about losing visibility and detail when dates are close together and would rather have us refer to the opportunity level when looking at upcoming churn or upcoming renewals. Is there a way to integrate Gainsight at an opportunity level? Or a best practice around rolling up multiple important dates to an opportunity level?
Scorecard NotesUnder Consideration
Hello, I'm wondering if it might be possible to show multiple scorecard comments on the C360 scorecard view? Right now, we have our rules set up based on severity where the most serious drop in score happens after all the other measures have been reported. However, this means that any scorecard comments for less severe situations get replaced by the later rules. We also may have multiple reason codes set for a severe situation. Right now, the scorecard comments only allow us to type in one overall reason like, "Customer A has an active Cancellation, Contraction, or Merger CTA in the system". We would like the message to directly say, "Customer A has an active Merger CTA in the system". The dependency on this is that our C Level team would like to be able to look into the C360 and know immediately why the overall score is a particular color/number. Any chance this might make it into the next scorecard update? Thanks!
Scorecard Fast Pass OverridePlanned
We would like to have a "fast pass" Override that allows us to set some rules to affect the overall health score for issues that specifically need higher levels of attention. We already have a tiered rule system that runs based on time and has the most severe (lowest score) rules running last every night. However, it would be extremely valuable to be able to set a specific reason code to affect the OVERALL health score instead of having to estimate the affect on the overall score by creating multiple CTAs in different areas in order to get the visibility for higher risk accounts. The current system that we have has potentially resulted in lots of noise in our system. I am told that an update coming this Spring/Summer might be able to provide some form of this, but I wanted this situation to be considered as the new scorecard schema was being developed. Thanks!
Hi, Some of our CSMs (and others across our company) have been confused by the post renewal date language, "Overdue by XX days" on the renewal date section of the C360 summary. The language leading up to the renewal date is great, but the word "Overdue" is causing some unnecessary excitement. It would be great to be able to customize that language to not include anything after the renewal date passes. Thanks, Elise
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