This article supports Gainsight NXT, the next evolution of the Customer Success platform. If you are using Gainsight CS Salesforce Edition, you can find supporting documentation by visiting the home page, and selecting CS > Salesforce Edition.
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This article introduces the Company Hierarchy feature in Gainsight NXT. After reading this article, you can view the hierarchical structure of different Companies in the Company Hierarchy section.
Company Hierarchy is displayed as a section on the C360 page. It lets CSMs view the parent and child companies of the current company as well sibling relationships between child companies that have the same parent. Apart from parent and child details, CSMs can also view various important metrics of child and parent companies (if configured by admin). For example, if a company is a parent company for three children companies, CSMs can view the ARR of parent company, ARR of the three child companies, and also the combined ARR of all four companies.
In the above image, Abbett is the parent Company and Acme, Google, Google Fiber and Google Inc are its child companies. You can also view the ARR and MRR values of individual companies and also ARR and MRR values. In this case, addition is the aggregation method used.
Organization of Companies in Company Hierarchy
This section explains the method in which Gainsight NXT organizes child and parent companies in the Company Hierarchy section.
Organization of Companies with Single Level of Hierarchy
A company can have any number of child companies either at the same level or at hierarchical levels. For example, a company Abbett Ltd. can have child companies like Abbett APAC Ltd. , Abbett Europe Ltd., and Abbett Middle East Ltd. All three child companies are at the first level of hierarchy, just below the parent company. They are considered to be sibling companies to each other.
The Company Hierarchy section can display all the companies which are nested at the first level of a Company. In the above example, if Abbett Ltd. had many more child companies at the first level, all of those companies would be displayed in the Company Hierarchy section.
In the above image, all 500 companies are displayed since they exist at the first level of hierarchy.
Organization of Companies with Multiple Levels of Hierarchy
Abbett APAC Ltd. can further have its own child companies like Abbett South Asia Ltd., Abbett India Ltd., Abbett South India Ltd., and so on. These child companies do not exist at the same level. They are all nested in a hierarchical structure at different levels as shown below.
Similarly, Abbett Europe Ltd. and Abbett Middle East Ltd. can have their own child companies nested at different levels below them.
In case of multiple levels of hierarchy, Company Hierarchy section displays a maximum of five levels of hierarchy which includes the level at which the current company is located (current company refers to the company whose C360 page is being viewed).
In the above example, when you view the C360 page of Abbett Worldwide Ltd., the Company Hierarchy section displays its nested children only up to Abbett South India Ltd. This is because Company Hierarchy can display a maximum of five nested levels of hierarchy. For Abbett South India Ltd. a No Children message is displayed, even if it has child companies.
However, when you open the C360 page of Abbett Bengaluru Ltd., you can view that Abbett South india Ltd. is its parent Company.
Preferred Levels in Hierarchy Listing
When you view the C360 page of a Company located at nth level of hierarchy, Company Hierarchy first lists the companies present at higher levels. If the current Company has four parent companies, and two child companies, only four parent companies are listed and the two child companies are not listed. This is because the first preference is given to companies which are at higher levels than the current company and the maximum levels of hierarchy that can be displayed is five.
In the above example, if Abbett Bengaluru Ltd. had a child company, it would not be displayed since it has four parent companies and the total limit of five is reached.
Similarly, if you view the C360 page of Abbett South India Ltd., all four of its parent companies are displayed. Its child company Abbett Bengaluru Ltd. is not displayed, since only a maximum of five levels of hierarchy can be displayed and first preference is given to parent level companies. A No Children message is displayed for Abbett South India Ltd. even though it has a child company.
View Aggregated Values of Child Companies
You can view all the fields of the Company object and also those fields to which the Company object has a lookup. For Number Data type fields, you can also view the aggregated values of child companies rolled up to the parent company (if set up by your admin).
In the above scenario, the individual ARR values of each Company can be viewed under the ARR Own column. The ARR Roll Up (Sum) column adds the ARR values at each level. Abbett South India Ltd. has an ARR of $800. When its ARR is added up with its child’s ARR (not displayed in the above image), the total ARR is $1400. Similarly, Abbett India Ltd. has an ARR of $970. When this ARR is aggregated with its child companies ARR ($1400), the total added ARR is $2370. Similarly, at every level, the ARR of child companies is added to the individual ARR value.