Account Hierarchy is used to model child and parent account structures. Gainsight offers Admins the option to configure an account hierarchy up to 5 levels deep and display it in the C360, Account, and Opportunity widgets. Admins will select a look-up relationship field on the SFDC Account object to help pull in the Account Hierarchy data.

For example, if Coca-Cola Global is a parent account for Coca-Cola APAC, Coca-Cola EMEA, and Coca-Cola NA, then in turn  Coca-Cola APAC is a parent of Coca-Cola India and Coca-Cola Japan.

This article explains how:  

Check out this video for a quick explanation of how account hierarchy and Gainsight relationships are different.

Prerequisite

When Salesforce makes calls to any external (remote) site, the responses will be accepted only if the site is known and trusted. The new site (url) must be added in Remote Site Settings. For more information about what is Remote Site Settings and how you can add one, refer to the Add External Sites in Remote Site Settings section in the Onboarding Step 1: Install Gainsight & Configure article.

Configure Account Hierarchy

To configure Account hierarchy:

1. Navigate to Administration > Account Hierarchy.

2. From the drop-down box, select the lookup relationship field from Salesforce.

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  1. Drag-and-drop fields available under Available Fields to Selected fields. The selected fields will be displayed in the hierarchy view.

Note: Only numeric and currency type fields can be rolled-up, everything else is displayed as is.

  1. Enable Calculate and Snapshot Weekly toggle to snapshot and store roll-up calculations. Then you can access the Account Hierarchy object from the Report Builder and see the historical data.   
  2. Click SAVE.

Add Section to C360 Layout(s)

Next, you'll select places where you want to make the Account Hierarchy visible. You can make the Account Hierarchy visible in the Customer 360, Account Widget, and Opportunity Widget.

1. Navigate to Administration > C360 Layouts, and click edit on the relevant layout.

2. Drag-and-drop the Account Hierarchy section from the left pane to the right, and click the edit pencil.

3. Select the locations where you would like the section to appear.

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Depending on where you enabled the visibility, users will be able to view the new Account Hierarchy section.

Using Account Hierarchy

After your administrator has defined Account Hierarchy, a user can visualize the Account Hierarchy section on the C360 page. Gainsight rolls up the revenue fields for you. 

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Notes:

  • You can add any number of child accounts to a parent account.
  • You can have only 5 levels of parent-child hierarchy, as shown in the image above.
  • Aggregation options, such as Sum, Max, MIn, and Avg are available. The selected aggregation type is applied during roll ups.
  • The word "Own" in certain column headers means that the data point is specific to that individual line item.
  • MRR is calculated by summing all the values, but if the only value shows as the parent for example, then the sum will be the individual number on the parent. Basically we're reading the fields from SFDC on MRR and adding them up for every line. You can change Aggregation options, such as Sum, Max, MIn, and Avg.

Access Account Hierarchy from the Report Builder

You can access Account Hierarchy from the Report Builder area by selecting the Account Hierarchy object as the source. 

Important: For this feature to work, Gainsight Email Service must be enabled at Administration > Email Configuration > Survey Email Setting.

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Fetch Data from Child Accounts

On the C360 page, Admins can add a related list section to fetch records from a current account and its child accounts/subsidiaries. You can add any report with an Account lookup as a related list. 

For example, if AAR Corp (Parent) has three subsidiaries (AAR Corp Asia-Pacific, AAR Corp North America, and AAR Corp Central America), then you can see the data from each of these subsidiaries with the help of the Show data from all children check box on the AAR Corp 360 page itself. The data may include Cases, Contracts, Subscriptions, and so on. 

View Data from Child Accounts

For CSMs, on the 360 page, the new section will display the Show data from all children check box that is available to include on the parent and all its child accounts. Otherwise, it will display only the parent account.

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