Skip to main content
Solved

Suggestions for distinguishing multiple Accounts in Gainsight with the same name

jeremy_johnston
Forum|alt.badge.img
Hello All, I'm seeking feedback and suggestions on how to make it easier to distinguish between multiple accounts in Gainsight that have the same name.



We have multiple accounts which are not duplicates, but share the same name 'George P Johnson' or 'George P. Johnson'. They exist in Salesforce and Gainsight in a 1to1 relation. Each is covered by a different CSM, and the CSMs would like to be able to distinguish which 'George P Johnson' account is their when the do a Customer search in GS. As it stands, when they search by name they get the multiple matching results with no way to know which they cover.



Merging the accounts in SFDC isn't an option, they exist for valid business reasons.



Any ideas?



Thanks!



JJ






Best answer by darkknight

You can add additional fields (i.e. Account Number) to the search. Go to Administration, Customers and under "Customer Search Settings" you can add it.







Then it shows up in search:






View original
-JJ
Did you find this topic helpful?

5 replies

darkknight
Forum|alt.badge.img+4
  • darkknight
  • Expert ⭐️
  • 1978 replies
  • Answer
  • August 16, 2019
You can add additional fields (i.e. Account Number) to the search. Go to Administration, Customers and under "Customer Search Settings" you can add it.







Then it shows up in search:






Jeff Kirkpatrick
jeremy_johnston
manmeet_dosanjh
faust_belarmino
4 people like this
  • jeremy_johnston
    jeremy_johnston
  • manmeet_dosanjh
    manmeet_dosanjh
  • faust_belarmino
    faust_belarmino
  • keith_mattes
    keith_mattes
jeremy_johnston
Forum|alt.badge.img
Thanks Jeff, that'll work!



JJ


-JJ
dan_ahrens
Forum|alt.badge.img+2
  • dan_ahrens
  • Expert ⭐️⭐️⭐️
  • 1984 replies
  • August 16, 2019
Jeff is spot on. Here's the info on how to do this: https://support.gainsight.com/360/Admin_Guides/Configure_the_Customer360_Details_(C360)_Page_and_Section_Types#Configure_Customer_Search_Settings_(C360)



In your scenario you could add the CSM and any other fields that might help distinguish the records:






VP of Customer Success at Forcepoint
jeremy_johnston
lila_meyer
2 people like this
  • jeremy_johnston
    jeremy_johnston
  • lila_meyer
    lila_meyer
jeremy_johnston
Forum|alt.badge.img
***DISREGARD THIS QUESTION - THE ARTICLE EXPLAINS HOW TO INCLUDE MORE FIELDS WITHOUT DEGRADING PERFORMANCE*



Note: We recommend including no more than 2 fields in search criteria in order to preserve search performance. However, you can add more fields, but don’t check the “Include in Search” option. These additional fields will display in the search results as pictured below:



Cheers Dan!



I did see a message that adding more than 2 fields could degrade performance. Has that been true in your experience? It could be useful to have the ability to add a couple more in the future if needed for other reasons.


-JJ
keith_mattes
Forum|alt.badge.img+3
  • keith_mattes
  • Helper ⭐️⭐️
  • 187 replies
  • August 16, 2019
Can u get me some games? :)


Sr. Customer Success Operations Analyst/Gainsight Admin/Data Nerd
jeremy_johnston
1 person likes this
  • jeremy_johnston
    jeremy_johnston

Reply


Terms & ConditionsCookie settings

Cookie policy

We use cookies to enhance and personalize your experience. If you accept you agree to our full cookie policy. Learn more about our cookies.

 
Cookie settings