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Gainsight Inc.

Release Notes May 2023


All SFDC Edition customers can now access the enhancements included in this release. Despite the non-push of version 6.36, all changes are applicable in version 6.35.1. Please note that version 6.35.1 has already been pushed to all customers who opted in for the auto-upgrade.

Gainsight's May, 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.



Manual.png Send CSQLs to Salesforce as Opportunities

The ability to create and send CSQLs directly from Gainsight to Salesforce as opportunities is now available for all customers. This allows them to shorten the lead to opportunity conversion process for high-quality CSQLs, by removing dependency from the marketing team and promoting faster collaboration between the customer success and sales teams. This also helps CSMs to accelerate their expansion pipeline. 

For more information on how the admin can configure this feature and the CSM can use it through the Gainsight Home and Dashboard pages, refer to the Version 6.35.1 of Patch Release Notes.

Update Your IE Browser for Optimal Survey Experience

Auto.png Update Your Browser for Optimal Survey Experience

As part of the upcoming changes, effective July 23rd, the Survey landing page will no longer be supported on Internet Explorer (IE) browsers. Gainsight strongly recommends that survey participants use a supported browser such as Chrome, Firefox, 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.

Success Snapshots

Auto.png Auto-Migration to the New Success Snapshots

As communicated in the Release Notes Version 6.34 November 2022, all the Gainsight customers using the version 6.34 or above are automatically migrated to the new and enhanced Success Snapshots with this release. The existing templates will work seamlessly without any intervention from admins or CSMs. You can reach out to Gainsight Support for any transition related queries.

Note: The non-horizonized Success Snapshots are available for the customers who are using the Gainsight version 6.33 or below. They must upgrade to the Gainsight version 6.34 or above to migrate to the new Success Snapshots.


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.

Adoption Explorer

Click here to expand for more information on Adoption Explorer

Adoption Explorer (AE) helps manage your customer’s usage data in the Gainsight environment, and surfaces the most relevant view of usage data across your customer base.

AE offers powerful segmentation capabilities to manage multiple product lines, more robust control of aggregations and calculations, and re-imagined visualizations to surface deep insights.

Customer’s usage data at Company and/or Person level can be stored with their entitlements on a daily and weekly level. Using the ingested data, admins can define new derived fields without the need of a Rules Engine.

Manual.png Connect Multiple PX Subscriptions to a CS Instance 

Customers may use several PX subscriptions for different products they offer. They can manage and track product usage insights for all their PX subscriptions from a single CS subscription. This helps to streamline the process of product metric tracking of multiple products.

Key Benefits: 

  • Ability to view insights into user adoption as a whole, rather than for individual products being used.
  • Ability to create Programs in Journey Orchestrator that trigger engagements from a specific PX subscription.
  • Ability to trigger unified surveys, enablement, or health check artifacts. The survey responses can be analyzed from a specific PX subscription.
  • Ability to pull data from different PX connections to create Data Designs and Reports.
  • Ability to create rules in Rules Engine to view data from PX connections. For example, create a rule to view the unique users across the connections.

multi PX new.png

For more information on configuring multiple PX connections, refer to the Configure Multiple PX Connections in CS article.

Auto.png Build Adoption Analytics Using PX Product Tree Filters

Create dashboards for Adoption Explorer analytics data that is filtered by a specific product or its features/modules. The filter options are fetched from the Product Tree configuration in Gainsight PX. While creating or editing dashboards, you can select the required filters from the Advanced Product Filtering slide-out panel. When you save the options, all the widgets in the dashboard display analytics based on the filters applied.

To make the product  data filtering even more granular, the following filter options are added:

  • Modules/Features: To filter product data for specific modules or features within the modules.
  • Channels: To filter data based on different channels within a product (Web App, Desktop, Mobile)
  • Labels: To filter the features or modules grouped by Labels created in PX.

Product Tree Filt.png

Gainsight Assist

Click here to expand for more information on Gainsight Assist
Email Task and Send Email features in GS Assist help CSMs to send personalized emails directly to contacts from the Cockpit and Timeline. CSMs can send an email directly from Cockpit using templates created by their Admin, and from Timeline to share activity details. These options help users save time and standardize their customer communications.
Auto.png Email Replies From Different Customers Are No Longer Threaded Together

When a CSM sends emails from Email Assist using the Send as Separate Email option or through Journey Orchestrator with Group Email unchecked, they can now receive email replies as separate threads from each individual recipient.

This helps the CSMs to keep track of the email replies received from different customers as separate emails instead of a common thread.

Note: This enhancement is:

  • Supported on Outlook and Gmail.
  • Applicable to responses received from the recipient marked in the To field.
  • Not Applicable for recipients in the CC and BCC fields.
  • Not Applicable for the Out of Office auto-reply emails.


Click here to expand for more information on Scorecards
Gainsight Scorecards allow you to track multiple dimensions of a customer’s health and also provide you the ability to report on recorded dimensions. Each dimension in a Scorecard is known as a Measure. You can use multiple Measures to track various aspects of a Customer’s health. With Scorecards, you can set a score for each Measure either manually or automatically through the Rules Engine. Scorecards provide you with the flexibility of using numbers, letters, or colors as grading schemes.
Auto.png Enhanced Set Score 2.0 Action in Bionic Rules

The Set Score 2.0 Rule Action automatically updates the measure scores when the defined criteria gets triggered. The following enhancements are available in Bionic Rules:

  • The Clear Existing Comments checkbox is removed to make the user experience consistent with Horizon Rules.
  • The Comments field allows admins to add comments in the measure every time the Rule Action gets triggered. If the field is left blank, then any previous comment on the measure is overwritten with a null value in the List View of C360.

Note: Prior to this enhancement, admins who had the Clear Existing Comments box checked will now find the Comments field blank in the edit view of this Rule Action.

V6.36_Enhanced Set Score 2.0 Action in Bionic Rules.jpg

Success Snapshots

Click here to expand for more information on Success Snapshots
Success Snapshots enables admins to generate PowerPoint presentations with customer data and graphs from Gainsight, using your own customized presentation (business review deck) uploaded to the Success Snapshot repository, and help CSMs run their customer meetings (such as EBRs and QBRs). Once a Success Snapshot template is created and saved, CSMs will be able to export them from C360 and R360 pages respectively.
Auto.png Improved Success Snapshots

The improvements in Success Snapshots aim to reduce the template configuration time for admins and simplify the user experience. The following feature improvements are introduced:

  • The Clear Text Box Data button helps to delete the custom data within the text box instead of deleting the text box.
    Note: This button is removed from the Report Properties slide-out panel.
    V6.36_Improved Success Snapshots 3.jpg
  • The Company name is visible along with the Relationship names in the search results, for easy reference of admins. This improvement is extended to the Snapshot Test Run and Preview Slide options in the template editor, and the Share Template option on the Success Snapshots page.
    V6.36_Improved Success Snapshots 4.jpg
  • The three-vertical-dots menu appears to retain the template editor options when the window size is reduced.
    V6.36_Improved Success Snapshots 2.jpg
  • The Status toggle switch helps end-users to control the availability of a particular template in the Export drop-down of the C360 page.
    V6.36_Improved Success Snapshots 5.jpg
  • The Google Avatar icon is visible when a Google account is not logged in. Once the user logs in to their Google account, the icon changes to their Google account profile picture.
    V6.36_Improved Success Snapshots 1.jpg


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.png Updated Date Time Format in Timeline

The Date Time field is updated for a seamless experience in Timeline. The time is now recorded in a 12-hour format. Users need to select the AM or PM option while selecting the time. They also have the option to select the exact number of minutes from the dropdown.

Timeline 2023-04-13 at 4.08.45 PM.jpg

Revenue Optimization (RO)

Renewal Center

Click here to expand for more information on Renewal Center
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.
Manual.png Net Retention Dashboard

The Net Retention Dashboard is a predefined dashboard in Horizon Analytics which is available for customers using account-based forecasting in Renewal Center. Account-based forecasting empowers customers to start forecasting in the simplest way possible without having to manage opportunities. It makes it easy for admins to deploy Renewal Center, allows users to forecast at the account-level, and improves the overall experience for users. 

The Net Retention Dashboard displays all the vital account-based forecasting metrics in the form of charts and graphs. Visualizing the gross and net retention helps executives make informed business decisions faster.

This dashboard brings the following key benefits:

  • View account-level analytics without any opportunity data thereby facilitating simpler onboarding.
  • View and analyze the GRR, NRR, Logo Churn, and Upsell data in a single snapshot.

Notes: This dashboard is available when the admin turns on the Show Company toggle switch. Admins can access this switch by navigating to Administration > Renewal Center > Company View.

For more information on how the CSMs can use this dashboard, refer to the Net Retention Dashboard article.

V6.36_Account Based Forecasting Reports for End-Users.jpg

Manual.png View Expansion Metrics in Account Based Forecasting

Admins can view NRR% in the summary ribbon while using account-based forecasting in Renewal Center. NRR% (Net Renewal Rate) is the rate at which customers are renewing and expanding. This metric helps CSMs to visualize the forecast expansion. This metric is calculated using a formula that gives the sum of Forecasted Revenue and Upsell divided by Renewable Revenue. This metric can also be viewed in the company records in the company view.

Note: CSMs must select the NRR% metric while creating the company view to be able to view it in the company records table.

V6.36_Support Expansion in Account Based Forecasting.jpg

Components Introduced and Modified in May Release

There are no new components introduced in this release.

Permission Sets Added/Updated in May 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.

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