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jd_griffis
jd_griffis
Contributor ⭐️⭐️⭐️⭐️
September 11, 2015

Gainsight "flat" view vs Account Hierarchy structure

  • September 11, 2015
  • 8 replies
  • 118 views
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.

      8 replies

      brandon
      brandon
      Contributor ⭐️⭐️⭐️⭐️
      September 11, 2015
      This has been a problem for us as well!  Would be nice to have a parent account rollup score.
      david_66c3dd
      david_66c3dd
      Contributor ⭐️⭐️
      September 11, 2015
      This sounds like something you could solve for with the relationships feature they released, have you checked that out yet? 
      jd_griffis
      jd_griffisAuthor
      Contributor ⭐️⭐️⭐️⭐️
      September 11, 2015
      From what I have learned of the relationships feature, it seems to be geared towards the idea of taking a single SF account and allowing it to be split into multiple relationships - for example splitting a single SF account into 2 product line relationships that are managed separately. Our issue is having multiple Salesforce accounts that all exist in a multi-layer hierarchy, but in Gainsight come in as unrelated flat GS accounts. We can look deeper into that functionality and see if it can help, though.
        anne
        anne
        Contributor ⭐️⭐️⭐️
        November 11, 2015
        We are facing this issue as well.  For our more complex accounts, they may have 3 or 4 customer ID's (based on the products that were purchased, when they were purchased, etc). So, when we go to look at the customer account in C360, we are only getting segmented views...it would be really nice to see all of the customer ID's roll up into 1 'parent' account. 

        This would be a HUGE win if we could get this functionality in Gainsight.
        Thanks!
        blynn_buckley
        blynn_buckley
        Contributor ⭐️⭐️⭐️
        April 15, 2016
        Similarly, our team is looking to be able to:








          Select parent account [list] 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
        [/list]
          steve_davis
          steve_davis
          Gainsight Employee ⭐️⭐️
          May 25, 2016
          I am kicking this over into an Idea because it will be classified as a feature enhancement. Moving over into idea should get eyes from the team into any potential solutions. 
          mk
          mk
          Contributor ⭐️⭐️⭐️
          August 13, 2016
          Hello Everyone,

          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:

          1. Global Account 
          2. Operating Geo(s) - AMER, EMEA & APAC
          3. Individual Acct ID's - ABC Corp 1, ABC Corp 2, ABC Corp 3...ABC Corp ##
          Thus, while it appears the Relationships model was predicated upon a Top > Down approach aligning to a varying set of criteria such as Product Type, Initiative, Objective, etc. it doesn't support the model that we're required to track.

                     



          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
            ashok_dugaputi
            ashok_dugaputi
            Helper ⭐️⭐️
            May 6, 2017
            Gainsight started supporting this feature as  "Account hierarchy". Here are the details.

            https://support.gainsight.com/Product_Documentation/Administration/General_Administration/Configure_...
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