Help with pulling over “Converted” currency fields from Salesforce into Gainsight.
Hi Scott,
We have a complicated product hierarchy within our product and we are trying to reflect that in our PX usage data within CS. We have a typical parent/child relationship, where our customers resell our product, and then we also have a few billed accounts with different accounts/account identifiers for different regions. Only about 10% of our accounts have that latter situation but we need their data to roll up to their ‘billed’ account, while the other normal accounts' data just reports to their direct account. We have created a field for those few accounts but the mapping from PX to CS is complicated without populating that field for all accounts. We are thinking we need two separate AE for the two types of accounts but need some guidance in setting it all up properly. Any help would be super appreciated!
Hi Scott,
I will be out of the office on Tuesday but I’m looking for some direction on how to correct a situation with account rep assignments that have only recently become an issue since the Group Send launch. Due to our organization structure, we do not assign CSM’s to the vast majority of our accounts. As such, there is no one listed from the Provider team in the CSM mapping. Instead we have always loaded those users in a custom Success Rep Full Name field and the majority of our user reporting revolves around that field. The Reps work cases and campaigns as they come up but are rarely assigned to an account long term. Currently they are unable to use Group Send because no one is assigned to the account.
What we would like to do in the meantime is take the Rep that is listed as “Success Management Rep Full Name” and duplicate that name into the CSM Name field without re-mapping the fields/object where that Rep assignment is synced to now as that would create a reporting slew of issues. Can we create a Rule that says update CSM = Success Assignment Rep. If it’s blank, you can leave it blank, if it’s populated, duplicate that name in the CSM field. I’ve not been able to find an example of how to set up this rule now. I would assume I’m using an Update Rule to do this but I want to make sure I have the right fields chosen to update to ensure it’s done correctly. If you can message me some job aids or examples, that would be very helpful. Otherwise, I will try to join Thursday’s call.
Hi Scott, is there a way for a CSM to “override” a system-calculated scorecard measure score? For example, a Horizon Rule may have calculated “red” for a scorecard measure, but the CSM is aware of some mitigating reason that should make the measure green… a mitigating factor which only a human would know, not the system.
Hi Scott - Looking for guidance on if/how we might be able to somehow track replies sent by the JO email recipients to the sender. In most of our JO emails, the Account Exec is both the From and Reply-To email address. If the recipient replies to a given email, the reply would go to the Account Exec's Outlook Inbox.
My guess is that it would be out of Gainsight CS's hands to have the ability to track at this point, however I don't want to assume. I'm also figuring we can't be the 1st to ask about this, so curious if you're aware of any options, workarounds, or ideas to accomplish this based on what other customers might have implemented.
A senior executive is persistently asking about this (basically, "tracking link clicks is all well and good, but who has actually responded to connect with their AE, to gauge the impact/engagement due to these automated communications?"). We need to be able to advise what can/can't be done as soon as possible.
