This tutorial explains how to configure multiple relationship types to support your CSMs in managing different products or projects for your customers, as well as how to configure rules to create relationships and relationship contacts. Lastly, this tutorial provides an overview of how the CSM will utilize the Relationship 360 and Relationship CTAs to manage their connections with various accounts.

When to create multiple relationship types?

You may create multiple Relationship Types if you use:

  • Different Surveys and Outreaches for products/projects that you offer to your customers.
  • Different Attributes for the products/projects that you offer to your customers.
  • Different Usage Data metrics for the products/projects that you offer to your customers.
  • Different CSMs for the products/projects that you offer to your customers.
  • Different processes for the products/projects that you offer to your customers. Different processes might include different CTA Rules, Outreaches, Surveys, and so on.

Gainsight recommends that you identify how CSMs work in your organization. If CSMs are using different processes to implement and manage products/projects that you offer to your customers, you may need different relationship types. For example, if in your organization there are a group of people who are using the business processes to manage various products, you need different relationship types for each group of products.

Rules To manage products Relationship Types
R1, R2 P1, P2, P3 Relationship Type 1
R3, R4, R5 P4, P5 Relationship Type 2

In this tutorial, we assume that an organization is offering various products and projects to its customers on a subscription basis, as shown in the image below:

  • In this tutorial, since we need to manage the above mentioned suite products, stand-alone products, and projects differently, we will create three relationship types (Suites, Stand-Alone, and Projects).
  • Suites, Stand-Alone, and Projects are product families.

Prerequisites

You must enable relationships; refer to Setting Up Relationships.

Object Structure Used in this Tutorial

SFDC/MDA/Custom Object Object Description
Case Contains support cases raised and contact email ID.
GS Relationship Contains relationship related information.
GS Project Contains project related details.
Usage Contains usage data.

Create Relationship Types

The following procedure helps you create a Relationship Type for Projects. This procedure must be repeated for creating Stand-Alone and Suite Relationship Types. The R360 page and the card view can be customized for each relationship type.

  1. Navigate to Administration > Relationships > Relationship Types > Click +.
  1. In the Name field, enter the relationship type name as Projects.
  2. Click ADD.
  3. Drag-and-drop fields from Available attributes to Selected attributes. For example, attributes such as Account Name, Project Name, CSM Name, and CSM Email. For more information, refer to Setting Up Relationships.

Info:

  • Fields available under Available attributes are fields present on the GS Relationship object.
  • You can also add additional attributes using the ATTRIBUTE button.
  1. Click SAVE.
  2. Under Linked Objects, drag-and-drop SFDC/MDA objects that you want to link to GS Relationship. For example, you might want to drag-and-drop objects, such as Case and Usage. For more information, refer to Configuring Linked Objects in Setting Up Relationships.
  3. The following image describes how we mapped the Usage object for the Projects relationship type. Mapping Account and Project Code helps you fetch specific Account and Project with respect to Usage for a relationship.

The following image describes how we mapped the Case object for the Projects relationship type. Mapping Account and Project Code helps you fetch specific Account and Project with respect to Case for a relationship.

Note:

  • Email Logs, CTA Group, Call To Action, Relationship Contacts, and Milestone objects are available by default in the Linked Objects section.
  • You cannot use the manually added linked object in Report Builder to fetch relationship attributes. However, you can use the object in CoPilot, R360, and Rules Engine.
  1. Under Card view, drag-and-drop fields from GS Relationship, Customer Info, and Account objects in Projects. The card view appears at C360 > Relationships.

Note: You drag-and-drop up to seven fields in the Card view.

  1. Under 360 view, you can drag-and-drop the following entities:
    • Fields: When a field is added in the 360 view it acts as an Attribute section on the R360 page. You can add multiple fields in the section. This section is helpful because it enables you to edit the fields added.
    • Sections: These are standard sections that would appear on the R360 page, when added to the 360 view.
    • Linked objects: These are objects that help you create Related List sections on the R360 page.

Notes:

  • Gainsight Layout Configuration is available for objects that are custom SFDC objects and have a lookup to the GS Relationship object. And also the Relationship Contact object, which is Gainsight object.
  • The objects available under this section are the ones you selected in Step 6.

Create Rule to Create Relationships Automatically

To create relationships automatically:

  1. Navigate to Administration > Rules Engine.
  2. Select or enter the following details:
    • Rule Type: select Custom.
    • Rule For: select Account.
    • Rule Name: enter the desired rule name. For example, Loading Project based Relationships.
    • Description: enter the description, if any. In this tutorial, the rule we are about to create will load project related data in GD Relationship and will create relationships automatically for each project.
  1. Click NEXT.
  2. Under Setup Rule, from the GS Project object, drag-and-drop GS Project::Account, GS Project::GS Project Name, and GS Project::Id in the Show section.
  1. Click NEXT.
  2. Under Setup Action, select the Action Type as Load to Relationship and select a Relationship type as Projects.
  1. Under Setup Action, map Account, Project Name, and ID fields appropriately.
  1. Click RUN NOW.

Create Rule to Populate Relationship Contact

To populate Relationship Contact automatically for relationships:

  1. Navigate to Administration > Rules Engine.
  2. Select or enter the following details:
    • Rule Type: select Custom.
    • Rule For: select Relationship.
    • Rule Name: enter the desired rule name. For example, Loading Relationship Contacts for Projects.
    • Description: enter the description, if any. In this tutorial, the rule we are about to create will populate contacts in the Relationship Contact object.
  1. Click NEXT.
  2. Under Setup Rule, select the Case object and then drag-and-drop the Case::Contact ID field. We are using the Case object because this object gives deeper insight in terms of who the contacts are for each relationship.
  1. Click NEXT.
  2. Under Setup Action, select the following values.
    • Action Type: select Load to Relationship Related Objects.
    • Object Name: select Relationship Contact.
    • Operation: select Upsert.
  1. Under Setup Action, map appropriate fields for Account ID, Project Code, and Contact ID.
  1. Click RUN NOW.

Output of Relationship Configuration

Relationship Section Card View

The following image describes the relationships card view. Each card represents a relationship that when clicked, takes you to the R360. In our tutorial, the card represents projects.

Cockpit Section on R360

The following image describes the Cockpit section on the R360 page.

Summary Section on R360

The following image describes the Summary section on the R360 page.

This section includes example images to help illustrate the output of your relationship configuration. The Relationship section can be accessed from Customers > [Click on an existing customer] > Relationships.