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Have you ever heard this from the business?

  • Can you add the CSM Sentiment score to the My Portfolio widget on GS Home?
  • Can you add the Product Usage score to this renewal opportunities report?
  • Can you add the CSM Sentiment comments to the current quarter renewals report?

Seeing scorecard data in non-scorecard object based reports is a very common request, but not a straight forward thing to build in Gainsight! I wanted to share how I accomplished this for us at Amplitude and how we’ve been able to incorporate scorecard throughout our Gainsight reporting as a result.

Step 1: Create a custom low volume object to hold your score details

  • I called mine “Current Score by Measure”
  • It includes fields for Score (# data type), Label (String), Comments (String), and Last Modified (Date) of all the scorecard measures we have
  • There’s also a Company GSID field to hold the account ID of the current score by measure data

Step 2: Create a rule to load to your Current Score by Measure object

  • Fetch current scorecard measure labels, scores, comments, and modified dates for accounts

  • Transform the comments from Rich Text into String

  • Pivot on the scorecard measure name and MAX the Score, Label, Comment, and Last Modified so we turn our dataset from multiple records per Company into 1 record per Company

  • Load the records into the custom object

Here’s what my Pivot looks like (at a glance -- there are many pivot steps included here not shown in the screenshot)

 

Step 4: Add a lookup field to the Company object for your Current Score by Measure object (Current Score by Measure:GSID)

 

Step 5: Create a rule to load the Current Score by Measure record GSID to the new Company field created in Step 4

This will help the field know what record to reference on your Current Score by Measure object

Fetch from Current Score by Measure object, load the Current Score by Measure record GSID to Company

 

When you’re done, it should look like this!

 

Now you can grab these key fields directly from your Company object. We run our rules for these nightly. Now, these types of fields are standard on reports we do from Company object, just like ARR...Name...Renewal Date...we always include some specific Scorecard measure fields as well!

 

Note: I can’t recall what the maximum number of pivots you can do in a Pivot task. We’re up to over 30 and still doing OK though!

@sarahmiracle Thanks for the detailed post.

 

@Dheepak G  and @ChiragJ great use case for what leaders and CSMs would love to take advantage of in their GS Home and scorecards

Interesting and amazing design!

 

I wonder if we can even take it a step further since you still have to wait for rules to run to get the info.

 

Since each measure on the unified SC object has a unique GSID per a measure per a CO/Rel record(that does not change), instead of a low volume object you create a lookup to the unified scorecard object for each measure on the actual CO record.

 

I.E. I have sentiment, usage, and support tickets.

 

On my company object I create a lookup to the unified SC object for each measure. so Sentiment Unified Obj Lookup, Usage Unified Obj Lookup, Support Unified Obj Lookup.

 

Then write a rule that does similar to what you did. But, instead of pivoting the data you pivot the GSIDs. Then you push that to the lookups.

 

Luckily from Company Obj this is still within the 2 lookup limit to get to label or score. 

 

This way any time a score is updated it will be reflected immediately as it is looking up to the current score.

 

 

In the limited testing this looks like it would work.

However, after I typed that all out and thought about it I am not sure it saves you anything as if you are on an object below the company object it would take 3 levels to get to current score.

 

 

Also, something I’ve ran across you can not lookup/get to low volume data from Company/Rel if your source object is a high volume object. So make sure it is a high volume object.

👑

You are awesome Sarah!! Thanks for writing this all up! 

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