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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Which CRMs are supported by Renewal Center (RC)?
Currently, Gainsight RC supports only Salesforce CRM.
Do I need to configure the Salesforce Connector before using RC?
Yes. You must configure the Salesforce Connector before using RC.
What are the advantages of using RC?
RM is a premier tool to track and monitor your renewals. You can refer to the Renewal Center Overview article.
Which other Gainsight modules does RC support?
RC displays data from Scorecards, Timeline, and Product Catalog modules. You can view the data from these modules in Renewal Center.
What are Booking Types in RM?
Booking type is a category that is assigned to each Opportunity. The different Booking types are Renewal, Upsell, Downsell, Renewal with Upsell, and Renewal with Downsell.
I missed adding some Opportunities which are due this quarter. What should I do?
You can easily add new opportunities at any time.
What should I do if “x amount of opportunities are missing forecast”?
Click the > icon to view the Opportunities and then add the appropriate forecast amount to them.
Why is there a Gainsight forecast field when we already have Upsell and Renewal forecast fields that shows exact data?
GS Forecast field is based on data science and has a high degree of accuracy in predicting the total sum which you can acquire from renewals.
How frequently is information synchronized with Salesforce?
What happens when there is an update on both the Gainsight and Salesforce side at the same time?
- we update data from SFDC via the connector on an hourly basis
- Updates from Gainsight to Salesforce happens in real-time via APIs
- There is a chance that an update on the same opportunity could happen at nearly the same time
- If a user makes a change in Salesforce and that change is not synchronized for another hour, the user in Gainsight will not see that change until the next hour. Until then the user will be updating the opportunity based on what she sees in GS. The change in GS will sync to Salesforce in real-time, overwriting the changes made by the user in Salesforce.
Can I modify the Scores and Create Activities from Renewal Center?
Yes. You can modify scores and create activities from the Opportunity detail view.
I am not able to view the Dashboards section in Renewal Center Configuration Page
The dashboard section in the Renewal Center configuration page is hidden. This section allowed you to configure colors for various Churn reasons. You cannot view or modify this section. Gainsight has hidden the Dashboard tab to ensure that customers use standardized Churn colors. However, if you have configured custom colors for Churn reasons previously, your configurations will be honored. If you wish to view and edit Churn colors, contact Gainsight.
Data Science Score FAQs
What will cause the forecast to change?
Currently, the major sources of change in the forecast would be changes in health score, and new engagements being done (CTAs/outreaches/Success plans, timeline posts)
What is the difference between Churn Score and Scorecard Health score?
The health score is supposed to quantify health according to factors that are determined important for adoption by a business (adoption metrics, support scores, survey scores, etc).
Unless churn analysis has been done, there is no way to quantify the likelihood of churn from this score. It is also possible that the score is not indicative of churn. It is usually a quantification of the subjective notion of account health that a customer has.
Likelihood score uses this score, along with CS engagement activities that have been done, and computes the probability of renewal. CS activities help capture a different dimension of risk.
In the future, we will also include data on how the opportunity transitions are happening to also quantify opportunity risk. The idea is to eventually include multiple aspects of health that could lead an account to churn and quantify the risk.
How do you calculate the Data Science Likelihood Score?
Please refer to the “DS Likelihood” section above.
How do you calculate the Gainsight Forecast amount?
Please refer to the “DS Forecast Amount” section above.
How frequently / when are these updated?
Currently, these scores will be updated on the first of every month. The variables we are using are not likely to change very frequently, and hence we do not want to refresh the scores too frequently. Once we include variables that are more dynamic in nature, we will increase the update frequency.
We do not want to update the scores too frequently now since we need a certain amount of data for the learning to be reliable, and updating too frequently might lead to fluctuations in each prediction term.
How do I know if my Scorecard or Customer Engagement data is good enough for this usage?
In case your scorecard or customer engagement data is not good enough, you will see flat scores for all your opportunities irrespective of what the value of the variable is. For example, you will see that green/Yellow/Red health scores all have a similar distribution of scores.
We do not explicitly show how effective the health score of Engagement activities are, at the moment.
In case none of these variables are indicative of churn all your opportunities will have roughly the same likelihood score.
What if I don't use outreaches or another engagement data source?
None of the variables in the model are mandatory. We will simply use the variables that have data. If no data is available, you will be given a single score for all the opportunities.
There is currently no way to choose which variable you want to include/exclude from the model. It might be available in future versions of the product.
What if I know the data is bad? Can I exclude it? Why not?
The only data we are using is health score, and engagement data generated from within Gainsight. There is little chance of corruption here, and that is why we have not given the option to include/exclude the data. Once we start including more data sources, that have a risk of corruption, you will be given the option to exclude the ones you want.
We should express confidence that our algorithm will automatically exclude/weigh the information appropriately if it is not predictive.
Can I adjust the weighting? why or why not?
The modeling engine does the weighting and computes the renewal probabilities. It is not up to the end-user to change the weights. Your subjective input on weights is already present in the health score.
What happens if I reconfigure my Scorecard?
If you reconfigure your scorecard, ideally you should reset the scores. It does not mean the entire learning so far is lost, it’s just that we need to re-assess the impact of health score as a variable. We currently are catering to this use-case. It will be available in future versions.
If you change the scorecard now, it might lead to erroneous calculations. Please inform us, in case you plan on changing the scorecard calculations.