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Release Notes Version 6.3 May 2019

Note: For information about new functionality or fixes delivered as patch releases of version 6.3, refer to the CS Patch Release Notes: Version 6.3.X series article. 

Short on time? Watch this 8-min. video preview of what's new in this release!

New Features

Adoption Explorer (Limited Release; fka, UDM)

Adoption Explorer provides a WYSIWYG Editor to fill out the info on your adoption data and automatically create the underlying data structures, tools to automate statistical calculations and data transformations, and pre-built analytics and visualizations on the 360 View and reports and dashboards. Adoption Explorer is an end-to-end tool that creates the data structures needed to effectively model product adoption data, provides integrated statistical calculations and algorithms that take the lift out of generating data science insights, and pre-built visualizations that provide structure insight for every user.

Adoption Explorer helps manage your customer’s usage data in the Gainsight environment. Customer’s usage data at Company and/or Person level can be stored at both daily and weekly level along with their entitlements. Using the ingested data, admins can define new derived fields without the need of Rules Engine.

Adoption Explorer allows admin to build projects on Company and/or Person Usage info, Timeseries and Entitlement objects, in which Company, Company + Instance, Person and Entitlements related information and metrics are stored. Once the usage data is stored/ingested to Adoption Explorer objects, admins can calculate new metrics, summarize, and enable these projects for the end users to view on C360 usage sections. For more information about Adoption Explorer, refer Adoption Explorer Overview.

Note: Adoption Explorer is currently available as part of a limited release. If you’re interested in working with the new feature and sharing your feedback, please contact your COM for more information.

To access Adoption Explorer, navigate to Administration > Adoption Explorer, you will see the following tabs:

  1. Administration
  2. Analytics

Administration is where admins create a project, setup source connections, configure metrics and calculations for your key usage data, check on how existing setups are working, and create/edit new Usage Section layouts, for end users/CSMs to see on C360 page. For more information on how admins configure Adoption Explorer projects, refer Configure Projects in Adoption Explorer.

1. Overview SFDC Image.gif

Once a project is configured and saved from Admin > Adoption Explorer, Analytics in Adoption Explorer allows the authorized users to view, add or modify the visual layouts (usage layouts) in a project. For instance, from the below image, you can see that the visual layout in a project has been configured with a Pie chart and Tabular report. Pie chart refers to the number of page views on each page(title) and Tabular report refers to the comparison between Sum of pageviews and Sum of Unique pageviews. Similarly, you can configure usage layouts in an Adoption Explorer project, as per your business requirement.

2. UDM Analytics RN SFDC.gif

Adoption Explorer also has an out of the box integration to connect with Gainsight PX and pull pre-aggregated Feature usage data and Engagement data to provide quick insights via out of the box metrics and layouts. For more information on Gainsight PX and Gainsight CS integration, refer Enable Gainsight PX Data in Adoption Explorer.



Cockpit is the day-to-day workspace for CSMs. As a turbo-charged “to-do list” that integrates with the rest of your system, it turns customer insights into tangible action items for your team. Calls-to-action, or CTAs, are tied to customers and are the backbone of Cockpit. CTAs can be created manually, but more often are triggered by business rules that analyze usage data. For each CTA that appears in the CSM's Cockpit, a prescribed playbook of best practice tasks can help guide the CSM through the right steps.

  1. 3. Comm.png Ability to Send Ad-Hoc emails from Cockpit: Previously, CSMs who wanted to send emails directly to contacts from Cockpit were required to apply a playbook with an email task. This meant admins had to ensure that the right templates were readily available in playbooks. To address this issue, Cockpit is enhanced with a feature called Send Email, which enables CSMs to send emails using any email template in a CTA, without applying a playbook. For example, a Sales Representative will call the customer to discuss the renewal and based on interaction, they must send out a follow-up email.

    To enable this functionality, admins must first configure an email template, and then CSMs can select the email template to associate with the email task. For more information, refer to Send Ad-Hoc Emails from Cockpit.

    The advantages of sending emails from Cockpit are:
  • Email Task will be created within the CTA which allows for better tracking.
  • Email is automatically logged to Timeline
  • CSMs can use Email Analytics

4. Cockpit view.png

Sending emails from Cockpit can be enabled or disabled based on your requirements. To enable this feature, navigate to Administration > Communication > Email Configuration and select COMPLIANCE tab. Turn ON the Allow sending emails directly from CTA's toggle button.

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Report Builder

You can gain deep customer insight with Reports and Dashboards. Gainsight’s ability to blend together multiple data sources provides a structured, holistic picture of the customer across all types of vendor/customer interactions. Using an intuitive interface and compelling visualizations, each of your customer-facing functions can build their own strategic view to get actionable insights, fast.

  1. 6. Comm.png Formula Fields in Reporting: The Report Builder now offers a new functionality called Formula Fields. With Formula Fields in Reporting, admins can instantly create a formula field in Report Builder, based on their business requirements. These reports can then be consumed in all other functionalities of Gainsight, like: Dashboards, C360/R360, Success Snapshots, etc.

    Currently, in Gainsight, admins can also create Formula Fields in Rules Engine and Data Management, and can use them in reports.

    You can create Formula Fields of String, Date and Number Data Types.

    Formula fields can be applied only on MDA objects and you cannot create formula fields on the following objects: Email Logs, Email Raw Events and Unsubscribed Emails.

    Business Use Case:

    For instance, as a CSM you may want to know the number of days a participant has taken to respond to a survey feedback, you can now achieve this by using Date Diff function in the Formula Fields.

    The Date Diff function calculates the difference of days between the “Survey Sent Date” and “Responded Date”, and displays the number of days a participant took to respond to a survey.

    To perform this in a report:
    • Navigate to Administration > Analytics > Report Builder.
    • Click + REPORT to create a new report (or) you can use the existing report, if you wish to.
    • Select the required Object on which you want to create a report.
    • Add the required fields to Show me and By.
    • Click the + button.
    • Click +FORMULA FIELD. The Add Formula Field window appears.
    • Enter the following details
      • Field Name: Enter the display name as Participant Response Duration.
      • Data Type: Select the Number data type.
    • For the Date Diff function, provide the following information:
      • Start Date: Select the Survey Sent Date field from the dropdown list.
      • End Date: Select the Responded Date field from the dropdown list.
      • Interval: Select the Day as interval from the dropdown list.
    • Click ADD to save the Formula field. You can now see the created Formula field in the report.

7. Config FF 1.gif

Users can also apply this formula field as a filter based on their business needs. For example, if you want to look into all the participants who took 2 or more days to respond to a survey. You can apply the formula field created as a filter and input the value is greater or equal to 2 days.

8. Filters.gif

If you want to know the average duration a participant has taken to respond to a survey, you can even apply Average function from Column calculations.

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Note: If you have created multiple Formula Fields in a report and have used only a few, then while saving the report you will see the following confirmation message:

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For information on how to create formula fields on String and Date data types, refer Formula Fields in Reporting.

Rules Engine

The Rules Engine is designed to improve your underlying customer data to produce superior customer outcomes. It can perform powerful multi-step, in-memory data transformations for large datasets in Gainsight within one rule. Transformations include aggregations, multi-dataset merges, formulas and time-series calculations; helping your team to better identify meaningful data signals.

  1. Ability to change Column Headers in S3 Dataset: Previously, you could not change the Column Headers of the source file in an S3 Dataset. With this release, you can now edit the column header of source file in S3 Dataset. After you change the column header in the S3 dataset, be sure to make the corresponding update in the source file, located in the S3 bucket. During rule execution, if a column has a different name in the S3 dataset and S3 bucket, the rule execution fails.

    To use this enhancement:
    1. Create an S3 dataset.
    2. Configure the fields and click LOAD COLUMN DETAILS.
    3. Modify the field names under the column header.

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Journey Orchestrator

Journey Orchestrator enables you to design integrated customer journeys that blend human and digital touchpoints to guide customers to enhanced outcomes. Journey Orchestrator can simultaneously analyze multiple sources of customer data to uncover the trends that affect your customers’ success. Then you can orchestrate dynamic, multi-step journeys that adjust to each customer to create effective, personalized engagement at scale. For more information, refer to the Journey Orchestrator & Automated Email Overview article.

  1. 12. Comm.png Ability to add a maximum of 50 custom fields in the Participant List configuration area of Programs: Previously, the maximum designated number of fields permitted was six fields for String Data Type and 3 fields each for Integer, Double, Boolean, Date, External Id, and Email Data Types. With this Release, the user can add a maximum of 50 fields for all data types together or any one data type in the Participant List configuration area of a Program. This eases the configuration of complex multistep programs, and also allows admins to define programs easily.

    This configuration is only applicable for newly created Programs. The user cannot add any Custom Fields if the Program already exists and it’s in an Active status. However, if the created Program is in Draft stage, the user can add more fields by deleting the existing Custom Fields.

  • The same functionality is also applicable for cloned Programs. The user must delete the existing Custom Fields and can add a maximum of 50 fields.
  • If you need to add more than 50 fields, raise a request to

Business Use Case: Consider a scenario where you need to add many Email steps or CTAs in a Program. With this enhancement, admins can define up to 50 custom fields which can be used as Tokens in the Email/CTA steps of a Program.

13. Custom Fields.png

  1. 14. Comm.png Ability to control JO Module with Permission Set for CSMs/CS Designers: Previously, the Journey Orchestrator Permissions page was used to assign Journey Orchestrator permissions to users. With this release, we are migrating customers to the latest permissions framework. Migration starts automatically when the existing user opens the Journey Orchestrator page.

    Prerequisites for migration to latest permissions framework:
  • User must be synched to Gainsight User system.
  • User must be onboarded to the latest permissions framework.
  • Tenant also must be onboarded.

This helps Admins to assign module level permissions to users and therefore manage which users can access Journey Orchestrator and perform relevant actions. As part of JO provisioning, the following four out of the box permission sets are available:

  • Design: Will have access to Properties, Design.
  • Distribute: Will have access to Sync/run Power lists, Manual run/schedule Outreaches, and Publish/Schedule the programs.
  • Analyze: Will have access to view Outreach Analytics, Individual program analytics from program page and Program Analytics (J360).
  • Admin: By default, the users of "Admin" type will have Journey Orchestrator Module Admin enabled with Delete permissions (along with Design, Distribute and Analyze permissions).

For each permission set, the admin must be able to access and add/remove users from the permission list.

15. Permissions2.gif

Important Notes:

  • Only permissions for Journey Orchestrator module level are defined.
  • Super Admins role is not changed by permission framework and will have access to all actions in Journey Orchestrator.
  • If the user does not have permission to access any specific page then "403 Access Denied/Forbidden" Error message is displayed. You do not have permission to view this page or resource.
  • If the user directly posts a valid URL to access Design/Distribute/Analyze screens, and if that user is NOT authorized for that operation, user will be navigated to that page but cannot perform any operation. For example, user does not have Design permissions and when the user directly posts a valid URL to access programs, they will be in Program Create page but cannot edit anything in that page.
  • When a user is deleted from the Gainsight system, it is assumed that the JO module permission is also deleted.

Module level permissions for Journey Orchestrator are controlled through Permission Groups. With Permission Groups, you can create bundles of users and assign permissions to the entire bundle. To assign module level permissions, you must create a bundle and then assign permissions and users to the bundle. For more information, refer to Journey Orchestrator Permissions.

  1. Ability to Disable or Delete Tenant after registering Journey Orchestrator to the tenant management microservices: With this release, if the Programs are running for a Tenant which is disabled, those Programs will continue to run as expected. Journey Orchestrator has not yet Onboarded with Tenant Disable feature. If the Tenant is deleted for Programs, the processes and data related to Journey Orchestrator are deleted. The deleted information cannot be retrieved after Tenant delete is completed.

Gainsight Data Management

Gainsight Data Management offers you the flexibility and full control over your object structure, schema and data within Gainsight. Create and edit all aspects of your data design through an administrative interface to continually develop your Gainsight schema with your evolving business.

  1. Introduction of String and Date Formula Functions: With this release, Gainsight now allows you to create calculated fields by using String and Date functions. You can find these functions on the Create Calculated Field window.

16. Create.png

You can create a calculated field by using the existing fields in that object, as arguments of the function. Apart from the existing fields, you can also use other applicable formula functions as arguments while building a formula field.

Business Use case:

String Function: If you have two custom fields called First Name and Last Name, you can merge them using the Concat function to create a Name field which stores the full name of the person.

Date Function: The Company object has a data field called Renewal Date which stores the renewal date for the customer. Generally, renewals which are due in the current quarter are given high priority. You can use the Date diff function to calculate the number of days left for renewal in the current quarter.  

A step by step procedure to implement the above two use cases is demonstrated in the Create Formula Fields section of the Gainsight Data Management article.


  • In a string function, you can use any field with Data type Email, GS ID, Rich Text Area, SFDC ID, String, and URL.  
  • In a Date Function, you can use any field which has Data type, Date or Datetime.
  • To use a formula function in a custom field, you must ensure that the Data type of the custom field is same as the return type of the formula function. For example, the Date Diff function returns output in Number format. To use this function, your custom field must have data type as either Number, Percentage, or Currency. Substring function returns output in String format. You cannot use it if your custom field’s data type is currency or Date.


  1. 18. Comm.png Ability to view and delete records from the custom objects from the Data Operation page: Data Operation is an Administration page that helps Admins view, edit, and delete existing records in the Gainsight standard objects, Company and Relationship.

    You can now view and delete records in the Custom MDA objects from the Data Operation page. Before upgrading Gainsight to V6.3, you could view and delete records in the custom MDA objects from the Data Management page only.

    To see this enhancement:
    1. Navigate to Administration > Data Operation.
    2. Select a custom object from the object drop-down list. You can now see custom MDA objects in the drop-down along with existing standard objects, Company and Relationship. You can now see all of the records from the custom object.

19. Relationship.gif

  1. Select required fields of the custom object from the Column selector to see selected fields and the values stored in them for all the records.
  2. Select checkboxes against one or multiple records and click the Delete record icon to delete the corresponding records. You can also filter the records using Advance filters option and delete them.

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Note: You cannot add or edit records into custom objects now, but you can just view or delete them.

Remaining options in the Data Operation page work for the records from the custom objects as similar to the Standard objects. For more information, refer Data Operation.

  1. Deletion of Parent record identity in the Child record when Parent record is deleted:  Self-Lookup enables admins to lookup to the same standard object and fetch GSID of another record to the target field using derived mappings in the configuration of a data ingestion channel. Self Lookup functionality is used to create User - Manager hierarchies, ‘My team’ and ‘Portfolio view’ reports, etc. Example: You can populate values into the fields, Company::Parent Company and User::Manager using self lookup configuration. For more information, refer Self Lookup.

    Enhancement: If two records (parent and child) in an object are connected through self-lookup, for example, to show Company Hierarchy or Person Hierarchy in the C360 page, when the parent record is deleted, identity of this record in the child record is also deleted. This enhancement helps to create better hierarchical maps for Company, Person, etc.

    To experience this enhancement in the Company object from the Data Operation page, consider there are two records named ABC and XYZ in the Company object connected through Self-lookup. Parent Company field of the XYZ record is populated with GSID of the ABC record. If the ABC record is deleted, Parent Company field of the XYZ record becomes null as shown below:

21. New.gif


Customer data is collected and stored in various data stores in any organization. Connectors are integrations that are offered out of the box to connect the varied data sources and sync information in Gainsight.

  1. Introduction of PX Connector: With this release, Gainsight is introducing the PX connector. You can use this connector to sync data from Gainsight PX to Gainsight, specifically:
  • Accounts object in Gainsight PX to the Company object in Gainsight
  • User object in Gainsight PX to Company Person object in Gainsight

To accomplish the above sync tasks, Gainsight PX connector has two out of the box sync jobs; Company Sync and Company Person sync job. You cannot create custom jobs in the PX connector. You can view the PX connector on the Connectors 2.0 page.

22. PX.png

For a detailed procedure on how to configure the PX connector, and use the default jobs to sync data, refer to the Gainsight PX Connector article.


Scorecards provide a robust, comprehensive framework that accurately measures customer health. Gainsight scorecards can capture the nuances of customer health by supporting multiple scorecard models, measuring both objective and subjective inputs, calculating weighted overall health and accounting for scoring exceptions.

  1. Scorecard Habits report available out-of-the-box: A Scorecard Habits Report allows you to review your customer’s health scores. This report displays the trends with reference to your configured grading scheme. Previously, you had to manually build a habits report. With this enhancement, Gainsight now allows you to choose a habits report from the drop-down menu. When you select Account Scorecard History or Relationship Scorecard History in the Report Builder page, you can now select Scorecard Habits as the report type. Selecting this option provides you with basic fields in Show me, by and filters section. You can add more fields as required. If you created a habits report previously, those reports are automatically updated with the Scorecard Habits report type.
    1. Navigate to Administration > Analytics > Report Builder.
    2. Click + REPORT.
    3. Select either Account Scorecard History or Relationship Scorecard History object.
    4. From the Report Type drop-down menu, select Scorecard Habits.


  1. Scorecard Grouping by Scheme in Habits Report filters: When you filter a Habits report using the Scorecard Name field, all of the available scorecards are grouped automatically based on their scoring schemes.

    To use this enhancement:
    1. Navigate to Administration > Analytics > Report Builder.
    2. Click + REPORT.
    3. Select either Account Scorecard History or Relationship Scorecard History object.
    4. From the Report Type drop-down menu, select Scorecard Habits.
    5. Select Scorecard Name field in the filters. You can view that Scorecards are grouped according to their scoring scheme.

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  1. 25. Comm.png Ability to select Comments for specific measures in a mass edit report: You can now view comments for measures and overall score from the Mass edit report. The comments are displayed only for the selected Measures.

    To use this enhancement:
    1. Navigate to Administration > Analytics > Report Builder.
    2. Click + REPORT.
    3. Select a fact object as the source.
    4. From the Report Type drop-down menu, select Scorecard Mass Edit.
    5. Add Measures and Overall score to the Show me section.
    6. Click RUN.
    7. From the settings icon, click Chart options and select the check box for the measures for which you wish to view comments.


You can clear the checkbox to remove the comments column. Select the checkbox for other measures to view their comments.

X-Org Migration

In Administration > Migration, Gainsight offers a migration tool to migrate your Custom Object's schema, Reports, Rules, Playbook assets, Data Spaces, Power Lists, and Reports from a source org to a target org. For example, if you have built and tested rules in your sandbox org, you may want to migrate them to your production org. This feature saves Admins valuable time and is enabled by default. For more information, refer to Cross-org Migration FAQs.

Note: The Migration tool can be used to migrate Scorecards 2.0 and Surveys 2.0 configurations. For more information, refer to Migrating Scorecards 2.0 using Cross-Org or Migrate Surveys 2.0 with X-Org.

  1. Migrate Scorecard Mass Edit Reports: Admins can now migrate Scorecard Mass Edit Reports along with the report’s associated fields, measured filters, and measured groups. Scorecard Mass Edit Reports are built off of either the Unified Scorecard Fact - Relationship object or the Unified Scorecard Fact - Company object in report builder. Previously, it was not possible to migrate reports built off of these objects. Only the fields, filters, and groups associated with the report will be migrated.

27 Mass.png

For more information on Scorecard Mass Edit Reports, refer to Edit Scorecards 2.0 with Mass Edit Report.

  1. Migrate Import Lookup Configurations with Rules: Previously, Admins did not have the ability to migrate import lookup configurations as part of a rule migration, and had to manually set up the configurations in the target org. This defeated the purpose of the migration, as the setup was already tested in the source org, and then had to be tested again on the target org. Now that migrating import lookup configurations is supported as part of rule migration, Admins do not have to spend time manually setting up configurations or testing them a second time.

28.pngLookup configurations are part of the Setup Action step of a rule when Load to Company is set as the rule’s action.

29. Types.png

For more information on configuring Lookup field mappings, refer to the Load to Company section of the Setup Rule Action Types article.

  1. Migrate Relationship Types with dependent assets: Previously, when migrating assets dependent on Relationship types, it was not possible to migrate Relationship type with the asset. Now admins can migrate Relationship types implicitly along with a dependent asset, such as a rule. The relationship type on which the asset is dependent is migrated automatically along with the original asset being migrated.

    Only the relationship type name will be migrated with the asset. Any objects and layouts associated with the relationship type are not migrated. It is not possible to explicitly migrate Relationship Types, along with any associated objects and rules, at this time.

    Rules with the following action types can be successfully migrated:
  • Load to Company
  • Load to Relationship
  • Load to Company Person
  • Load to Relationship Person

30. Relationships.png

  1. Ability to migrate Activity types and Activities sync configuration: You can now migrate Timeline Activity types and sync configuration from a source org to a target org. When you migrate an activity type, the associated layout is also migrated. If you modify the Activity type after migration, only the updated layout configuration of that Activity Type is migrated during subsequent migrations.

    When you migrate Activity Sync configuration, the Salesforce Status and Salesforce Priority fields, along with the field mappings, are migrated. For a detailed step by step procedure, refer to the <<Migrate Activity types and Sync configuration>> TBA article.


  1. Ability to Migrate Load to Milestones Action Type: Now when you migrate a rule with the Load to Milestones action type, the action type is also migrated when the rule is migrated.

Sally the AI Bot

Sally is an AI-powered bot that enables interaction with Gainsight data and functionality within a user’s favorite channels. Sally allows you to ask diverse questions about your customers, receive Gainsight notifications, update customer data and gain insight into risks and opportunities. Sally’s Natural Language Processing makes rich Gainsight data easily accessible through simple conversation and her machine-learning technology helps her get smarter with each interaction.

  1. Sally in Gainsight Account Widget, Gainsight Case Widget, and Gainsight Opportunity Widget: In-App Sally is now available in the Gainsight Account Widget, Gainsight Case Widget, and Gainsight Opportunity Widget sections on the Account, Case, and Opportunity pages respectively for individual companies. The advantage of having Sally in these pages is that the user can specify the intent name, and it will retrieve the data for that particular company. All intents supported in Sally are supported in the newly introduced Sally widget sections as well.

32. Accounts Widget1.gif

Note: Users can also query for other accounts directly from Sally in the Account, Case, and Opportunity widgets.

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  1. Renewal Date Intent Support in In-App and Slack Sally Channels: You can now use the Renewal Date intent, from the Select a Suggestion dropdown list, to view the renewal date of a company. This retrieves the information from the renewal date field in the Company Standard object.

34Renewal Intent.gif

Components Introduced and Modified in 6.3 Release

With this release, Gainsight has enhanced the Plan Description field of the CTA Group object. The length of this field has been increased from 15000 characters to 131072 characters.

Permission Sets Added/Updated in 6.3 Release

With every new release, the Gainsight and SFDC permission sets are updated for several features to give access to new objects, fields, apex classes, and visualforce pages. In this release, Gainsight has the following Permission sets added or updated.

In this release, no new Permission sets are added. None of the existing Permission sets are updated.

Issues Addressed


  • Option to show data from all children accounts not available: The Shared 360 page was previously not displaying the option to show data from all children accounts. This issue has been resolved, and this option should now be visible.

  • Unable to embed page where URL contains hyphens: Previously, it was not possible to embed pages in the C360 if the linked URL contained hyphens. This issue has now been resolved, and it is possible to embed URLs with hyphen characters as expected.

  • Account widget unable to validate if a segment is enabled: The systems designed to check if a segment is enabled for the account widget, were previously returning incorrect values for certain orgs. This issue has now been resolved, and the systems are able to successfully check if a segment is enabled as expected.
  • C360 redirect link results in error: After saving a contact, the expected behavior is to be redirected to the C360 page for said customer. Previously, this redirect was failing and generating an error. This issue has been resolved, and the redirect is completing as expected.
  • Currency not honored in Relationship 360: Previously, the currency type set by the user was not being honored in the Relationship 360 summary widgets. This resulted in unexpected currency values being displayed in the R360. This issue has now been resolved, and the user currency type is honored, as expected.
  • URL field not properly rendered: Previously, the URL field displayed as blank in the summary section. This only occurred when certain URLs were saved in the field. This issue has now been resolved, and the URL field renders as expected.
  • Incorrect Layout Criteria when using matching picklists: Previously, if multiple layouts used picklists with matching values, the criteria for the first layout in ascending order would be applied, instead of the criteria for the other layout(s). This issue has now been resolved, and the correct layout is applied as expected.
  • Engagement Page Able to Page Forward But Not Page Back: If the given results in a view within the engagement tab reached over one page, users previously had the ability to page forward within the tab, but could not page back. This issue has now been resolved, and users are able to page forward and back as expected.
  • View Opportunities page is loading with improper data: Previously, the view opportunities page loaded data from the recent opportunities view, irrespective of Customer ID. This issue only occurred in SFDC’s Lightning mode. This issue has now been resolved, and the page loads with correct data as expected.
  • Duplicate account name displays after being deleted: Duplicate accounts would previously still display in Gainsight Sally, even after being deleted. This issue has now been resolved, and account names do not display after deletion, as expected.
  • C360 search page fails to display: Previously, when switching from SFDC’s Lightning mode to classic mode, the C360 search page would not display. This issue has now been resolved, and the search page displays regardless of the view mode selected.
  • Error displayed when canceling Opportunity edit: After selecting to edit an Opportunity record, but then canceling the edit, an error would display in SFDC saying “Page customersuccess360 does not exist”. This issue has now been resolved, and canceling an edit does not result in an error.
  • C360 Layouts not assigned based on criteria: Previously, C360 layouts were not always being assigned to customers based on selected criteria. This issue has now been resolved, and layouts are assigned as expected.
  • Mailing address not editable: Users who had the ability to edit the mailing address of contacts in SFDC were previously unable to edit the field within R360 related lists. This issue has been resolved, and users are able to edit the mailing address field as expected.


  • Unable to reassign CTA and corresponding tasks in Cockpit: Previously, when CSMs try to reassign CTAs and its corresponding Tasks to others in Cockpit, an error message “Request Failed” is displayed. This issue is now resolved, and it is possible to reassign CTAs and its corresponding Tasks as expected.

  • Missing Graphs when Success Plans are exported as PPT: Previously, when Success Plans are exported as PPT, the graphs which illustrates the objective summary and the priority/statuses are missing. This issue is now resolved, and graphs are displayed when the Success Plans are exported as PPT.

  • Unable to close CTA through Bionic Rule: Previously, When close CTA action is selected through Bionic rule with type, reason, and status sections configured to close the CTA's. Then adds additional criteria and expecting the rule to close the CTA's based on this criteria. The additional criteria is not considered when close CTA's section is configured with type and reason categories. This issue is now resolved by enabling add criteria only when the close CTA is configured with CTA ID's.

  • Unable to create CTA and apply Template to Success Plans if the CTA name is having special characters: Previously, system is throwing an “CTA name is exceeding more than the limit” error message even though the name of the CTA is below 80 characters. Since the name has a special character (“) in the CTA name. This issue is blocking when applying a template to success plans, and also this error message is displayed when creating CTA with longer name and special characters through Rules Engine as well. This issue is now resolved and the users can apply templates to Success Plans.

  • Unable to view other Fields when one Field is updated on the Relationship Tab in CTA Detail Section: Previously, unmodified fields are hidden or displayed blank when any field is updated on the Relationship tab in the CTA Detail section. The user has to reload the page to view the changes/data. This issue is now resolved and you can view the data without reloading the data.

  • Incorrect CTA Due Date is displayed in the Cockpit View: Previously, CTA's displays overdue in the Cockpit view, but when you expand tasks, the CTA due date is changed. For example, one of the CTA's due dates is showing as ‘X’ date but when you expand the tasks, the CTA due date changes to highest task due date. This issue occurs on the C360 cockpit and in the general cockpit pages. This issue is now resolved and the CTA Due Date is displayed as expected.

  • Unable to Select a Picklist value for a field in Gainsight: Previously, when that SFDC picklist is added to Cockpit detail layout a special character such as "<" will display as "8lt;". This issue is now resolved.

  • Unable to sort the data either in Ascending or Descending order when Group by Functionality is applied: Previously, when group by functionality is applied on the on certain fields like Relationship/type/Priority, the data  displayed on Cockpit page is not sorted according to either ascending or descending order. This issue is now resolved and the order is sorted in Alphabetical order when grouping, default being Ascending.

  • Popup message is not Disappearing on Cockpit page: Previously, pop up message stayed intact on screen when certain actions are performed on cockpit page.  This pop up message only disappears when the user reloads the Cockpit page. This issue is now resolved and popup message is disappeared without reloading the Cockpit page.

  • Safari Calendar date picker hangs when selecting a Task Date: Previously, Safari calendar date picker used to hang when selecting a task date and would not let the user to select a date. Rather, it stays on the screen even after closing the create task window. This issue is now resolved and Calendar Date Picker is functioning as expecting without reloading the page.

Success Plans

  • Unable to update the Success Plan Owner correctly: Previously, when the user changes the owner of one Success Plan and switch to other Success Plan of the same account, the UI is displaying as if the owner of the second Success Plan is updated. This issue is now resolved and is working as expected.

  • Issues when Generating Report on CTA Group Object if the Status is Selected from Customized Entry: Previously, there was an issue with the count with respect to closed won, closed lost, open, and total objectives under CTA group when trying to build a report on CTA Group object. This is because when the user creates a new/custom statuses the entry of pick-list object is being updated with alpha numeric values. This issue is now resolved and the user can see the Existing/Old objective counts with customize entries while building a report on CTA Group object.

  • Issues when Special Characters are included in the Success Plan Description Field: Previously, when user adds special characters in the Description field of a Success Plan, the system is throwing an error stating the maximum limit has exceeded. This is because the field is of RTA field and any text that contains any special characters are being encrypted and the count is crossing the limit in back-end and hence the system is throwing the error. This issue is now resolved by increasing the limit of characters of the description field.

  • Unable to view all Shared Success Plans info in Windows: Previously, due to UI issues, the shared success plan info page is cropped at the bottom and this is making difficult for the users to view all the accounts listed on this page. This issue is now resolved and there are no blank spaces in the UI.

  • Fields were not shown in the same order as in Success Plan Configuration page: Previously, due to misalignment of checkbox, the fields elements were floating.Therefore, fields were not shown in the same order as in Success Plan Configuration page. This issue is now resolved by giving extra spacing for the fields where text is overflowing.

Journey Orchestrator

  • Unable to Map SFDC owner value in Create CTA step: Previously, Mapping of SFDC owner value in Create CTA step was not working as expected. Instead, CTA is assigned to default owner value even after a valid Id is mapped when GS mappings are enabled in Programs. This issue is now resolved and mapping of SFDC owner value in Create CTA step is working as expected.

  • Mappings are not changing if we replace the Survey 2.0 with Survey 1.0 in Program configuration: Previously, Mapping section is populating with Company fields in Programs if Survey configured is changed from 2.0 to 1.0. This scenario is only occurs when the AO Configuration is saved. This issue is now resolved and working as expected.

  • Discrepancy in Soft Bounce data in Program Analytics: Previously, discrepancies are found in the Soft Bounced data at the Main Program analytics tab and at the Individual Analytics section. This issue is now resolved.

Rules Engine

  • Unable to Enable Storage section in Application Settings: Previously, even when the toggle switch for Storage section was set to on, the Gainsight exported fields where not stored in the Gainsight repository. This issue is now resolved and turning the Storage toggle switch now stores the exported files in Gainsight repository.

  • Rule Execution Log displayed Incorrect Data: Previously, the rule execution log for Load to Customer Action type displayed incorrect number of records ingested. This issue is now resolved and you can now view the exact number of records that were ingested, using the Load to Customers Action type.  

  • Unable to Preview Rule execution Results in Safari Browser: Previously, when you tried to preview the rule execution results using a Safari browser, the results were not displayed. This issue is now resolved and you can now preview rule execution results from the EXECUTION HISTORY tab, using the Safari browser.

  • Last Updated Field displayed incorrect Data: Previously, the Last Updated Date Field on the RULE INFO page displayed incorrect date. This issue is now resolved and you can now view the right date on which the rule was last updated.


  • Mass edit Report displayed incorrect Results for Company names ending with period: Previously, in a mass edit report, if you applied advanced filters, on a Company whose name ended with a period (for instance Abbett Inc.), the mass edit report displayed incorrect results. This issue is now resolved and you can now view the right results after applying filters on Companies whose name ends with a period.


  • Activity Calendar displayed incorrect date in Lightning Version: Previously, the Activity Timeline Calendar displayed incorrect data, when you were on the Salesforce Lightning version. This issue is now resolved and you can now view the right date in Activity calendar, under the Lightning mode.

Report Builder

  • Colors of CTA status displayed incorrectly in reports: Previously, colors of the CTA status in reports were not displayed accurately. This issue is resolved, and you can now view the accurate colors of CTA status.


(Note: The following mentioned Issue was addressed in the V 6.3.4 release on May 28, 2019.)

  • Unable to view Survey Responses from the Gainsight Account Widget: Previously, users with a Gainsight Viewer License were unable to view the Survey Responses from the Gainsight Account Widget. This issue is now resolved and users can view the Survey Responses as expected.

Known Issues


  • Unable to Use Formula Fields in Mass Edit Report: Currently, when you create a Calculated field in Data Management using either Date or String function and use the Calculated field in a mass edit report, no results are displayed in the report. This issue will be resolved in subsequent releases.

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