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Gainsight Inc.

Release Notes August 2023


Gainsight's August, 2023 Release Notes document contains the following subsections:

  1. Announcements: Describes important changes to the application that are implemented now or will be in the near future.
  2. Enhancements (per module): Describes improvements made in the existing product capabilities.


  • From V6.25 release, a few changes have been implemented in the Release Notes structure. The modules are now categorized based on the following four product areas: Customer Success (CS)Customer Experience (CX)Revenue Optimization (RO), and Platform. The information/modules in each category is/are in alphabetical order. This is to ensure that the information in the release notes is more organized and easily searchable/consumable by our customers.
  • Community.png : This symbol indicates that an enhancement originated as a customer suggestion on the Gainsight Community.
  • Horizon.png : This symbol indicates that the enhancement was made as part of the Horizon Experience (H) project.
  • Auto.png : Automatic Update: End users have access to the enhancement without Admin configuration.
  • Manual.png Admin Controlled: Enhancement can be viewed only after the admin configures it in the product and makes it available for end users.



Auto.pngLeads Renamed to CSQLs in Revenue Optimization

In Administration > Revenue Optimization, the Leads feature is renamed to CSQLs. This enhancement aims to streamline the admin navigation flow and maintain consistency with the feature title and functionalities. It is particularly helpful for Gainsight users who create qualified leads as opportunities in Salesforce. By aligning the terminology, Gainsight attempts to eliminate confusion and to enhance the usability of the CSQL feature.

The updated name appears in various product areas such as the C/R360 and Gainsight Home pages for end users, and the C/R360 Layouts and CSQL pages for admins.


Renewals [FKA Renewal Center]

Auto.pngRenewal Center Renamed to Renewals

In alignment with Gainsight's navigation menu update, we are thrilled to announce that Renewal Center is renamed to Renewals in the end-user navigation menu. The new naming convention is an apt definition of the functionality of tracking upcoming customer renewals. The feature title Renewals is now visible in all the end-user areas of the product.


IMPORTANT: Please note that while the name change will be reflected for end users in this release, the feature remains as Renewal Center under the Administration section.

Connectors 2.0

Auto.pngConnector Jobs Enhancements

Gainsight introduces the Data Preview feature to see sample data for an object during job creation and Data Download during job execution, to empower implementation teams and reduce dependency on external stakeholders. For more information, refer to the Connectors 2.0 section.

Browser Compatibility for Gainsight Surveys 

Switch to the Supported Browsers for Optimal Survey Experience 

Effective Gainsight v6.37, the Survey landing page will no longer be supported on any Internet Explorer (IE) browsers. It is strongly recommended that survey participants use a supported browser such as Chrome, Firefox, Safari or Edge to ensure a seamless and optimal experience while submitting their responses. This change is aligned with Microsoft's official announcement of the end of life (EOL) for IE. For more information on this, check out the Internet Explorer 11 desktop app retirement plan page.

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Customer Success

Gainsight CS makes customers your best growth engine. Get a comprehensive view of your customers, understand trends and risks, and empower your team to scale with proven actions that deliver outcomes.

General Administration

Auto.pngSingle Sign-On (SSO) capability between PX (Product Experience), CS (Customer Success), and DH (Digital Hub)

Gainsight implements global authentication mechanism to enhance user experience, security, and efficiency by enabling seamless authentication and access across multiple products or product instances. Single Sign-On(SSO) enables users to log in once and access all three Gainsight products without the need for multiple login credentials. This eliminates the hassle of remembering and managing multiple usernames and passwords, improving user productivity and reducing the risk of security breaches.


The SSO capability between PX, CS, and DH is a strategic initiative that enhances security, simplifies user management, and improves collaboration and productivity across multiple platforms.

Migration Plan

Gainsight will be migrating the CS Production/Sandbox instances to SSO starting from the first week of August (in a phased rollout manner) for the existing customers. However, for the new customers SSO will be enabled by default, Admins who have multiple instances enabled in their org will receive a system generated email as soon as their production instance is migrated. This email provides information on the further steps to be followed. When a sandbox environment is refreshed, the SSO experience is enabled and all the users will then move to Inactive state, Admins need to update their status to Active and initiate a welcome email for the users. 

For more information on how to implement SSO between PX, CS, and DH, refer to the Single Sign-On for Gainsight Applications  article.


 Click here to expand for more information on Dashboards
A Dashboard is a collection of reports and widgets, which helps users track and analyze the data. Different dashboards can be configured for different users and purposes. For example, managers can review dashboards in executive or team meetings, or users can review their book of business using a dashboard. Optionally, the dashboards can be exported via email to internal users as live links or as PPTs.
Auto.pngAutomated Dashboard Share Permissions

Dashboard permissions are now automated for the seamless experience of sharing them with the intended audience. This enhancement eliminated the need for manually adding users from the Manage Permissions section to share a dashboard with them. The permissions are automatically updated when the dashboard is shared. 

Prior to this release, if a user or a group of users was not added to the Manage Permissions section, they were unable to access the dashboard.

Note: When dashboard is shared using this enhancement, users are added to the Give access to specific people group with the View permission.

For more information on how to share Dashboards, refer to the Configure Dashboard for Sharing article.

6.37_Dashboard_Automated Dashboard Share Permission.png


Click here to expand for more information on Sally
Powered by AI, Sally makes rich Gainsight data easily accessible through simple conversation. Not only can Sally provide answers to a diverse set of questions about your customers, Sally can also update customer data, provide information on health scoring, current risks, and opportunities. Your company can quickly collaborate on the latest customer intelligence to more rapidly deliver customer outcomes across all parts of your organization.
 Improved Security for Sally Bot in Slack Channels
IMPORTANT: This enhancement will be available from July 29, 2023.

Gainsight has made an enhancement to the Sally bot within Slack channels to address a potential security gap. Previously, invoking Sally in any Slack channel made the information visible to all users, which posed a risk in channels with external users.

This enhancement introduces the following important functional improvements:

  • Admin Control: Gainsight has introduced an admin control to govern how Sally is accessed or blocked across customer Slack channels. A new Settings icon has been introduced in the Sally Admin page.

sally 1.png

IMPORTANT: Admin users need to re-authorize their Sally workspace access from the Admin Settings page to view in order to activate the Settings icon. The icon remains inactive if the re-authorization process is not complete.

  • Warning Message: When invoking Sally, users now receive a warning message informing them that the query responses will be visible to everyone in the channel. Users have the option to either send the information to themselves through direct message or post it in the channel.


By addressing this gap, Gainsight is committed to ensuring a secure and reliable experience for all our customers. For more information on how to configure the admin controls for Sally in Slack, refer to the Admin Configuration for Sally article.


Click here to expand for more information on Timeline
Timeline is the official record of your customers. It allows you to log information regarding customer interactions in a way that enables you to quickly gather insights and drive action. The Timeline View in the Customer or Relationship 360 allows you to log and view activities that help you track customer interactions over the course of a customer’s life-cycle. You can share the updated 10-min. training on Timeline with your Gainsight end users!
Auto.pngIntegration of with Timeline

The Chorus integration with Gainsight helps to automatically log meetings from Chorus to Gainsight Timeline as Activities. The configuration for this integration is managed within Chorus, and it leverages external Timeline APIs to transfer data to Gainsight.

This integration enables seamless management of calls and meetings. All Activities, including audio and video recordings, are displayed in the Timeline after the successful integration. The meeting recording links are provided in Timeline to navigate to for easy access. The integration automates the process of importing and creating Activities, thus streamlining meeting access and simplifying Activity management in Gainsight Timeline.

IMPORTANT: The recorded meeting videos from Chorus can be accessed in the Gainsight Timeline only when the user is logged into the Chorus application simultaneously.

Revenue Optimization (RO)

Gainsight’s RO provides the tools to optimize revenue within your customer base, enabling your team with the insights and workflows needed to take a more programmatic approach to renewal and expansion opportunities.

People Management

Click here to expand for more information on People Management
Capture your contacts in an organizational chart to understand the roles and relationships of the people you do business with across your customer base. Explore the org chart to understand who influences whom within a company and know more about a person for deeper insights.
Auto.png undefinedIntroducing People APIs - Bulk

Gainsight introduces People APIs - Bulk, that  helps ingest multiple  records in a API call. This API has significant improvements in the number of records it can accept per call. 

For more information on the People APIs - Bulk, refer to the People API documentation.

Renewals [FKA Renewal Center]

Click here to expand for more information on Renewals
Renewal Center helps Sales and Customer Success teams reduce churn, identify late renewals, and upsell existing accounts. By enriching Sales opportunities with Customer Success insights, Renewal Center enables teams to run their forecast reviews more effectively. The data science-based renewal likelihood score helps identify renewals most likely to churn based on customer health and engagement. Update forecasts and take immediate action so that your team can win every renewal on time.
IMPORTANT: Renewal Center is renamed to Renewals in the end-user navigation. Please note that as a result of the changes made, there will be updates required in the documentation. Gainsight’s Technical Communication team anticipates these updates to be implemented over the next 1-2 quarters.
Auto.png Access Opportunities from Account-Based Forecasting

Account-based forecasting empowers CSMs to view opportunity data sorted at the account level. From the Company field, CSMs now gain instant access to all opportunities associated with the company. This enhancement eliminates the need to switch between different views, resulting in a streamlined and efficient forecasting experience.

Renewal 1.png

To access the opportunity data of a company, perform the following steps in the Company View page:

  1. Click the Company field. A slide-out panel appears listing the opportunities associated with the company.
  2. Click any opportunity under the Opportunity Name column. A slide-out panel appears displaying the opportunity details.

CSMs can perform the following actions:

  • View the Details, Scorecard, Timeline, and Product information associated with the opportunity.
  • Edit and update opportunity details in-line on the go.
  • Add a new opportunity.

IMPORTANT: To access opportunities, CSMs must select the Company Name column in the Column Editor dialog when creating or configuring a company view.

Renewal 2.png

undefined Show or Hide Opportunity Views in Forecast

Admins can now control the visibility of the out-of-the-box opportunity views in Forecast using the Show Opportunity View toggle switch. This feature makes the user experience more intuitive by allowing admins to hide opportunity views when forecasting is exclusively performed at the account level, rather than at the opportunity level.

Admins can access the toggle switch by navigating to Administration > Renewal Center > Forecast.

Renewals 3.png

When the toggle switch is turned OFF, CSM cannot access the Opportunity View radio button on the Create New View page. This indicates that the admin has hidden opportunity views, thereby limiting CSMs to only create company views or access the out-of-the-box company views.

Renewal 4.png


  • The Show Opportunity View toggle is turned ON by default.
  • The Analyze page in Renewals displays an empty state when the Show Opportunity View toggle is turned OFF.
undefined Customize Company and Relationship Insights in Create Opportunity

The enhanced customer insights empower Renewal Managers to drive effective conversations with customers and make better strategic decisions. Admins can customize and populate these insights with data from the Company and Relationship objects. This customization enables admins to tailor the insights for their Customer Success team's needs and preferences.

Renew 1.png

The insights configuration is available in the Description field of the Detail View. Admins can access the Detail View by navigating to Administration > Renewal Center > Analyze Section.

renew 2.png


Click here to expand for more information on CSQL
With Customer Success Qualified Leads (CSQL) , you can unlock a new pipeline source, expand your portfolio and showcase how Customer Success can be a growth engine for your business. CSQL is a purpose-built lead creation tool for CSMs. The leads are automatically enriched with CS insights and delivered to sales in their CRM helping CSMs showcase their impact to revenue.
undefined Ability to Create CSQLs from R360

CSQLs enable customers to identify and capture qualified leads, providing their sales and marketing teams with necessary avenues for business expansion. In addition to creating CSQLs from C360, CSMs can create qualified leads from R360. They are no longer required to navigate to C360 to create qualified leads, thereby simplifying the lead creation process.

CSMs can create CSQLs from R360 as either leads or opportunities, depending on the Sync Option configured by their admins.

CSQL 1.png

The Relationship field is also available for CSMs when creating CSQLs from C360 and Gainsight Home. This field helps CSMs assign the relevant Relationships to the Company.

CSQL 2.png


  • The admin must configure the CSQL widget and the CSQL section in R360 Layouts.
  • The admin must configure the Relationship field in the Detail View of CSQL.

For more information on how to create CSQLs from C/R360, refer to the CSQL in 360 article.

For more information on how to configure the CSQL section and widget in R360 Layouts, refer to the Configure CSQL article.

undefined Ability to Provide Additional Customer Insights in the Description Field

The sales and marketing teams use the customer insights available in CSQLs to have better conversations with the lead contact. In addition to the company-level insights, they need relationship and contact (person) level insights to understand their leads better and customize the nurturing strategies. 

To empower the customer-facing teams with valuable 360-degree insights to succeed in business, admins can configure the Description field in the Detail View of CSQLs. Admins can add relevant insights from the Company, Relationship, and Company Person objects for their CSMs and end users. They can add insights not only at Company level but also at the Relationship level as well, thereby further extending the capabilities of CSQLs to R360. To configure the Description field, admins can navigate to Administration > CSQLs > Detail View.

CSQL 3.png

The insights added by admins are available as Customer Insights by Gainsight: when the CSMs are creating CSQLs.

CSQL 4.png

For more information on how to configure the Description field, refer to the Configure Detail View section of the Configure Leads article.


Gainsight’s Platform turns customer success into a significant competitive advantage for your company. Reflect the nuances of customer relationships, intuitively surface insights, and accelerate your efforts with built-in best practices.

Connectors 2.0

Click here to expand for more information on Connectors 2.0
Connectors are integrations that are offered out-of-the-box so you can connect various data sources and sync their information to Gainsight.
Auto.png Connector Jobs Enhancements
Ability to Preview Sample Data while Creating Jobs

Users can preview  the sample data for an object during job creation. This enhancement helps to empower implementation teams and reduce dependency on external stakeholders for data preview. By providing the ability to preview data, users gain insights into the extracted data and thus accelerate the integration setup.

Example Business Use Case:

The process of setting up  connectors and onboarding new clients from external data sources consumes time and resources, causing delays and bottlenecks for implementation teams. Often  meetings with admins of external systems like Jira and Zendesk are required to understand their data model.

However, the data preview feature now empowers implementation teams to overcome these difficulties by allowing them to preview extracted data for analysis and validation. 

Note :  With  this release, the Hubspot Connector is enhanced with this capability. Gainsight plans to gradually implement this for the rest of the connectors. 
For more information on how to preview the data of a job, refer to the Preparation of Connector Jobs article.

Connectors 2.0 2023-06-23 at 9.06.00 AM.jpg

Ability to Download Data from the Execution Logs

The execution logs are now enhanced with data download capability, which is specifically available during the extraction phase of connector jobs. This enhancement enables admins to download data from source systems, aids in the setup of connector jobs, and facilitates issue debugging during job failures.

Key Benefits: 

  • Ability to download the Success Records files.
  • Ability to download the Failed Record files.
  • Ability to download the extraction files from the Execution logs.

For more information on how to download the data from execution logs, refer to the Activity Page article.

Screenshot 2023-07-05 at 11.59.16 AM.png

Auto.png Remove Deleted Fields From Source In Connectors Job

Gainsight introduces a valuable enhancement to help admins troubleshoot unsuccessful executions of Connector jobs. From the Activities list page under the comments columns, Admins now have the ability to identify and remove fields that the user does not have permission to access or fields that are deleted from the source and are causing job failures. Admins can remove such fields from the Preparation stage and re-run the jobs. 

This enhancement empowers admins as it eliminates the need to raise a ticket with Gainsight Support to remove the externally-deleted source fields.

For more information on how to effectively identify and remove failure-causing source fields, refer to the Activity Page article.


Data Designer

Click here to expand for more information on Data Designer
Data Designer makes it easier for you to discover richer, more meaningful insights from your customer data. It provides a simple, easy-to-use solution to merge and transform your data, then make it accessible across the Gainsight platform for further analysis and exploration.
Auto.png Download and Analyze Report Data From Explore Step

Data Designer now has a Download option in the Explore step that allows admins to download report data and validate their designs before making them available across Gainsight as Dataspace. 

This new feature eliminates the need for additional steps such as building reports separately and then validating the designs.

For more information on how to download reports data, refer to the Explore Details in Data Designer article.


Components Introduced and Modified in Aug Release

There are no new components introduced in this release.

Permission Sets Added/Updated in Aug 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, no new Permission sets are added/modified.

Additional Resources

For more information about the previous or upcoming major release versions/dates, refer to the Gainsight's CS Upgrade Process article.