US Admin Office Hours (Thursday session) - 02/9/23 - 11am PT / 12pm MT / 1pm CT / 2pm ET - Pre-session Thread

Hey Scott, 

Looking to sync SFDC cases to GS need some guidance on the connector, thanks as always man!

Hi Scott, 

I have two questions around scorecards I’m hoping we can address: 

• We noticed that scorecards were still being calculated for churned customers, despite a filter being put on for Active customers only. After contacting Gainsight support, I learned that a scorecard will be applied to every account no matter what, so even if a filter excludes a type of account, if there is nothing else to apply to it, the default scorecard will still be applied. Do you have a recommendation for how to set up a scorecard for churned customers, so that nothing is calculated?
• We have two different types of licenses our customers can buy, so we have a different scorecard for each. When trying to build a scorecard report with all customers to renew this year, it seems we can’t group it by date (Q1, Q2, etc.)- do we need to create two separate reports since we have two different scorecards?

Thanks!

Hi Scott,

I am trying to put together a couple of reports.  I am trying to build a report that will show Week over Week which accounts have moved to red from the previous week.  The second report would be a report that would show a Week over Week which Risk CTAs have been resolved (closed non responsive and closed success).

Thanks

Hi Scott,  We have related lists that are copying over in triplicate.  Aslo, it appears that we have timeline entries automatically creating objective CTAs.  Can you help trouble shoot.

Hi Scott, one of our rules for YTD Onboarding Duration is not populating any data. We need to understand why that is happening?

Hi Scott, we are trying to build a program for an implementation survey and having trouble with the entry criteria to the program where it says there are no participants. Would love your help making sure we set up the Participant’s configuration correctly. 

Hi Scott! I’m wanting to create a field that lives on the CTA called “LOB” that automatically pulls in the line of business of the author(as denoted in their user) of the CTA. Looking for guidance on how to start, thank you! 

Hi Scott,

Question regarding Automatic Milestones and the new C360 Customer Journey view. I’m wondering why certain company-level fields aren’t able to be set as automatic milestones. What’s going on there?

Thank you,

Wyatt

Hello @wyattfarino -- sorry we couldn’t get through the list of questions yesterday -- can you give me a field or two as an example (the field name if it is one of the out-of-box fields on the Company object, or if it is a custom object, the field type?) and I can double-check the reasoning and/or issue?

Let me know - thanks!

scott

@sdrostgainsightcom I appreciate you following up. It is not an out-of-the-box field, but it is on the Company object.

• We have this boolean field, “Launched.” It simply tracks whether the customer has completed the onboarding process and users have access to our app. It’s obviously an important date to mark for many reasons.
• If I wanted to track Executive Business Reviews on the Customer Journey timeline in the new C360, would I leverage the Rules Engine to log an “EBR” milestone?