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justynharvey2021
Contributor ⭐️
Jul 2, 2021 3:08 PM UTC

Following/Unfollowing Company Records

Hello,

 

I’m fairly new to Gainsight so this is most likely a newbie question, but I need some help with the “Following” functionality. I’ve noticed that whoever is assigned as the CSM to an account is automatically marked as “Following” that customer on their C360 page. This in turn provides notifications to the CSM, which I know can be adjusted in their notification setup. However, what I’m finding is that even when we switch an account from one CSM to another CSM, the original CSM is still marked as “Following” that customers. This causes issues since the original CSM no longer needs to receives notifications for that account. I know that it can be changed manually by going into that account and just clicking the button. Is there a way to have this change automatically or update it in bulk? I know I can generate a report to see who is following who. I also checked the Mass Edits functionality and didn’t find anything. In most instances this won’t be necessary, but occasionally would be helpful if a CSM leaves or get’s promoted. Any thoughts or suggestions?

    15 replies

    sai_ram
    sai_ram
    Expert ⭐️⭐️
    Jul 5, 2021 5:31 PM UTC

    @justynharvey2021 I will get back to you on this.

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      dan_ahrens
      dan_ahrens
      Expert ⭐️⭐️⭐️
      Jul 7, 2021 2:25 PM UTC

      @justynharvey2021 as it exists today, the only way to change the assignments is manually. 

       

      FYI @chethana 

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      VP of Customer Success at Forcepoint
        justynharvey2021Author
        Contributor ⭐️
        Jul 9, 2021 7:11 PM UTC

        Thank you! @dan_ahrens This would be a great feature/function to have available in the future.

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          matthew_lind
          matthew_lind
          VIP ⭐️⭐️⭐️⭐️⭐️
          Jul 13, 2021 4:52 PM UTC

          I believe if you’re on SFDC Edition, there is an SFDC object which records which Gainsight Users have “followed” which Company records.

          I have memories of using Workbench to update a large number of these records for exactly this use case….individuals had moved on and we wanted to bulk unfollow users from a large number of companies.

          Keep me honest on this, @dan_ahrens .

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          Making people their best....currently disguised as a CS Ops Architect. How can I contribute to your success?
            dan_ahrens
            dan_ahrens
            Expert ⭐️⭐️⭐️
            Jul 13, 2021 5:40 PM UTC

            That’s correct @matthew_lind . That said, a broad majority of Gainsight customers are now on NXT, so I didn’t want to mention that older functionality since it’s likely not relevant to most admins now, and even if they were on SFDC, when they upgrade to NXT, it’s going to be different for them. 

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            VP of Customer Success at Forcepoint
              chethana
              Expert ⭐️
              Jul 15, 2021 9:58 AM UTC

              Hello All,

              • Having an ability to bulk update preferences
              • Capability to see a list of users following a company

              Both of these are now part fo our roadmap, once it is prioritised i will update you all.

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                Jelle
                Jelle
                Contributor ⭐️⭐️
                Nov 24, 2021 3:18 PM UTC

                Dear @chethana ,

                We are on NXT, but as a scale-up we have new people onboarding and thus accounts reassigned frequently. Good to see that this is on the roadmap.

                 

                Would it actually make sense to also add the following;

                • As a user, I want the capability to see a list of companies that I am following?

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                  lori_dinardo
                  lori_dinardo
                  Contributor ⭐️⭐️⭐️⭐️
                  May 10, 2022 7:39 PM UTC

                  We are running into the same issue.  Due to restructuring, our CSMs have a new BoB.  This means they are following accounts that are no longer theirs.  

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                  liam_nicholls
                  liam_nicholls
                  Helper ⭐️
                  Aug 22, 2022 6:22 AM UTC

                  This issue has started become apparent on our system as well. We’ve reallocated CSMs, and the ‘old’ CSMs are receiving notifications for their previously owned accounts.

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                  matthew_lind
                  matthew_lind
                  VIP ⭐️⭐️⭐️⭐️⭐️
                  Aug 22, 2022 2:24 PM UTC

                  While it’s not an immediate fix, if you’d like to Upvote the ability to Report on “Follows”, and hopefully also amend “Follows” for end users on a mass or systematic basis, visit this Idea:

                   

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                  Making people their best....currently disguised as a CS Ops Architect. How can I contribute to your success?
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