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samantha_braastad
samantha_braastad
Contributor ⭐️⭐️⭐️⭐️⭐️
September 29, 2016

Allow C360's sections to use the reports Account Reference Field vs. setting it within the C360 set-up

  • September 29, 2016
  • 4 replies
  • 40 views
Currently, you need to select that "Account ref fields" when creating a C360 section. This field already existing within the report. I'm proposing that the C360 section leverages the reference field outlined in the report allowing more versatility in regards to the reports that can be leveraged in 1 C360 section. 

For example, we have customers that have both cases that they created as well as cases that are "Related To" their account. Currently, we have to have both a "Cases: Account" and "Cases: Realted to Account" section to house the reports. If the section simply used the reference field within the report, we would be able to combine all the case reports into one allowing the C360 page to be more user friendly. 

      4 replies

      azhar_uddin
      azhar_uddin
      Helper ⭐️⭐️
      September 29, 2016
      Hi,
      Is "Cases: Account"  and "Cases: Realted" connected to each other via any field ?. if yes you could use one of our coolest feature called as "Data Spaces" that allows you to create a report across connected objects. Thus allowing you to merge multiple reports. 

      Here is a link to the documentation : https://support.gainsight.com/hc/en-us/articles/226248068-Data-Spaces-Overview

      Hope that helps. :) 
      samantha_braastad
      samantha_braastadAuthor
      Contributor ⭐️⭐️⭐️⭐️⭐️
      September 30, 2016
      Thanks Azhar for following up. Unfortunately, data spaces doesn't resolve the issue because the two sections are built off of the same object already. We just are referencing "Account" for the look-up on a few reports and the "Related to Account' for the look-up on others. So while they are using the same object, the lookup relationship is different and is set within the report as such. 
      manu_mittal
      Gainsight Employee ⭐️
      manu_mittal
      Gainsight Employee ⭐️
      October 4, 2016
      Hi Samantha,

      I'm not sure I fully understood why 'Cases created by the CSM' would need a different Account mapping than 'Cases already related to an Account'. Wouldn't both be related to the same Account via the same reference field? Is the need here to show Cases from the Account you are on and all it's children Accounts, by any chance?

      Thanks,
      Manu
      samantha_braastad
      samantha_braastadAuthor
      Contributor ⭐️⭐️⭐️⭐️⭐️
      October 4, 2016
      These are not cases created by the CSM. These are cases created by our support team. They are both related to the same account but the account information is located in two separate fields within the case information "Account Name" and "Related To Account Name". The "Account Name" is used to denote that account that reached out to us while the "Related to Account Name" is used to denote if another customer (which would be noted in the Account Name field) reached out to our support team with a question specific to a relationship with another account. We need to capture both as the "Related to Account Name" helps capture how many other customers have questions related to an account. 
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