Define Global Relationship Types

A Relationship type defines what attributes and reports your CSMs see in the Relationship section of the Customer 360, as well as the Relationship 360. It also defines the layout of these pages. Think of the relationship type as the template to define a relationship per customer. Relationship types could be based on different products your organization sells and manages, or different business units or departments that your organization sells to and works with.

How many Relationship Types do I need?

It is important to understand when you should be creating a brand new relationship type, and when you should be creating a relationship of an existing type. For example, if you have two products, should you create two relationship types, or just one product relationship type? The answer is, it depends.

Since the relationship type defines the layout and what attributes and reports show up on the Relationship 360, if you want a different layout or types of information displayed, you will need two relationship types. If all you want is to filter the values based on product, then create a single relationship type, and create multiple relationships (of same type) under the customer. For each relationship, you will map the specific product.

Add Relationship Type

To define a relationship type:

  1. Navigate to Administration > General > Relationships.
  2. Under Relationship Types, click + to create a relationship type.
  3. On Add relationship type, enter appropriate values in the following fields and then click ADD.
    • Name (1-40 characters): The name of the relationship type that is to be created. For example, Product Name.
    • Description (0-1000 characters): A brief description of the relationship type that is being created.

Note: While creating new relationship types from the C360 > Relationships section, Salesforce Sharing Settings are honored. If the logged-in user does not have permission to create or delete relationships, the create and delete options are disabled in the UI and an information message appears

Configure Relationship Fields

These are fields from the GS Relationship Object that you want to associate with a Relationship Type. Relationship or Account or Customer Info fields can be added to both the Card and 360 views. Selecting fields to associate with your Relationship Type is similar to adding fields to the GS Relationship object.

For example, if you are creating a product-based relationship, you may want to add fields such as Account name, CSM name, and Primary Use Case. In this step, you are simply selecting which fields or attributes to associate with this relationship type.

1. Select from the Available fields in the left pane, and drag and drop them under Selected fields. These are essentially fields (generally from Account or Opportunity) that you want to associate with the relationship.

Note: There are 2 types of fields: single value and multi-value. Most fields are a single value, but some fields such as Contact are multi-value, which means there are multiple contact records for a relationship entity.

2. (Optional) Click the Field button on the right to create a new field, which will result in a new field created in the GS Relationship object.

Enter appropriate values for the following fields:

  • Select Field Type: The field’s data type.
  • Enter Label: The relationship field name.
  • Enter API Name: By default, the API name is similar to that of the field name. You will only need this as a unique identifier if there is a duplicate in the name.

3. Click SAVE.

Notes:

  • If you are unable to find your desired field type, on the Create custom field window, then you can also create a new field on the GS Relationship object from the SFDC admin UI. The 'here' link takes you to the SFDC create field screen, where you can create a new custom field of your desired type.
  • The + icon to create Relationship Fields will not show up unless a user has the following Permission Set settings. Navigate to the Gainsight permission set for your Gainsight Admin, then click on System Permissions. Check the boxes for Modify All Data, Customize Application, and API Enabled.
  • You can add a rich text field under the Fields tab. However, we support only the following formatting options:
Configure Associated Objects

Associated objects help fetch relevant data from a different object in SFDC or MDA so that you can display associated reports in the R360, and can be used in the rules engine to create Relationship level CTA or to Set Score or to Create a Success Plan and all other relationship level rules engine actions. For example, if you are creating relationships connected to a product, you might want to map the Usage Data of a product to a Relationship product.

When you add an associated object, you will map the Relationship field to the corresponding object’s field. For example, if you want to display a Contacts list on the R360, there needs to be an identifier on the contact record that says what Relationship it’s associated to. Mapping is a prerequisite to adding associated objects and their associated reports to the R360.

Notes:

  • Formula fields cannot be used as identifiers for associated objects. 
  • Data Spaces displays link to relevant data space if there is one, and they can be used just like objects, but extend your reporting abilities.
  • Admins can associate objects and build reports on the objects (in either order), and then add the reports to a R360 section.

To define objects for associating with relationships:

  1. Click the Associated objects tab to the right of Fields. Some associated objects are available by default: CTA Group (for Success Plan reporting), Email Logs, Call to Action, Relationship Contact, GS Customer Products, and Milestones.
  2. (Optional) Drag-and-drop additional objects in DROP HERE from Available objects. For example, for a Relationship type specific to a Product, if there is a product code on the case object and also on the GS Relationship object, we could use Account ID and Product Code as the mapping configuration to link Cases to Relationship. 
  3. Click the Gear icon (see image below) that appears on the added object, and map the relationship field to an appropriate associated object field, and then click SAVE. For example, you might want to map the relationship’s Account Name field to that of Account -> Account Name, which is a Salesforce object field.

Note: In the Mapping Configuration window, only fields of the object to be associated that have groupable and filterable value as true (groupable and filterable are Salesforce field’s metadata) can be mapped.

4. Optionally, under Mapping Configuration, click + to add one or more associated object fields. Additional fields can help you pick up specific fields or records for a Relationship Type. For example, if you are mapping a product object, you would add Account ID as well as Product ID fields to be able to fetch the various products.

In some sections, you will see a link to the associated Data Space. You can use Data Spaces just like objects, and they expand your reporting abilities.

You can link objects and build reports on the objects (in either order), and then add those object’s reports to a R360 section. (described below)

Configure the Relationship Card View

In the Card view, you can select up to 7 fields to display on the Relationship card that displays in the Relationship section of the Customer 360 page. The fields available depend on which Fields you selected in step 2.1.1 above.

  1. Click the Card view and then drag-and-drop up to seven objects from Fields (left pane) into the Relationship Type.
  2. Click Widgets in the left pane, and then drag-and-drop the Scorecard widget if you wish to display the overall score in your Card view.
  3. Click SAVE to save the Card view configuration.

End users will see the Card view when they navigate to the Customer360, for a customer with associated Relationship(s):