Gainsight NXT Release Notes 6.36 April/May 2023

Prerequisites

IMPORTANT: Before proceeding with the integration, it is important to note that Admins need to create a support ticket with their Digital Hub tenant IDs for Gainsight to establish the connection from the back end. After the connection is established, the integration process is automated.

Customers must have both Digital Hub and Gainsight licenses and they should be customers of both to set the integration. Gainsight identifies the common customers and the process will be automated. 

Note: Customers may have multiple Digital Hub tenant IDs for different communities based on regions and languages. Admins need to provide these details in the support ticket to establish the connection with Gainsight.

Configure Sync from Community Management

After the connection is enabled, customers can access the Digital Hub Configuration page under Administration in their Gainsight NXT navigation menu. Admins navigate to the  Community Management page from Administration > General location to configure and manage the sync process of the Community users and their  community activity related data.

For more information on how the community data has been brought into the Gainsight Application for CSMs and Product Owners to collect information, refer to the Gainsight CS and Digital Hub (aka inSided) Integration overview article.

After the sync is complete, consumers of C360 can access important data points, insights, and analytics from the community as standard widgets or as inputs to existing metrics.

Note: All the related new and updated articles will be available on or before 12-May-2023.

 Experience New 360 in Zendesk

End users can now view the revamped 360 experience in the Gainsight widget of Zendesk. All the widgets available in the revamped 360 experience are also available in Zendesk with the exception of a few widgets being available only when the Apps pane is expanded. The new 360 in Zendesk is available automatically when the new 360 is configured by admins.

For more information on the new Zendesk integration, refer to the Gainsight Widget in Zendesk article.

 Ability to Show Relevant Insights from Community Data as Widgets on C360

Gainsight has enabled Community Metrics as a standard widget in the Summary section of C360. Community serves as a consolidated hub for the product users and product owners.

The following are the advantages of this integration:

• Relevant insights from community data (important data points, insights, and analytics) are available as standard widgets on the C360 page.
• Provides easy access to the required information from the C360 page.

Prerequisite: CS-Digital Hub (aka inSided) integration must be configured. For more information on how the community data has been brought into the Gainsight Application for CSMs and Product Owners to collect information, refer to the Gainsight CS and Digital Hub (aka inSided) Integration overview article.

For more information on Community Data as a widget, refer to the Configure Summary Section in C360/R360 article.

 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.

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

 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 show 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.

 Restrict Sharing Groups from Creating New Views in Cockpit

Admins can restrict Sharing Groups from creating new views in Cockpit. Users belonging to the Sharing Groups will not be able to use the Advanced Filters option or create new views or add new columns to the existing view using the column configurator option. This helps to preserve sensitive data. Admins can navigate to Users and Permissions > Permission Bundles > Productivity and Workflow (Cockpit, Success Plans, Timeline) section to configure the following settings that help restrict the access permissions:

• Create and edit views with advanced filters: Clear this checkbox to prevent the Sharing Group users from creating and editing views using the advanced filters option on the Cockpit List View page.
• Use Column Configurator:  Clear this checkbox to prevent users from adding new columns to the list view page. This ensures that they do not have access to any sensitive information which is not intended for them.

For more information on the Permission Bundle types, refer to the Permission Bundles article.

 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 in 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.

 Updated Access Permissions for Success Plans in Customer Goals

With this release, the Success Plan tab on the Customer Goals page will be visible only if the Success Plan feature has been enabled for your tenant. The Success Plan tab on the Customer Goals page allows users to associate Success Plans with specific goals, view existing Success Plans associated with a goal, and create new Success Plans that will be automatically linked to the Goal.

For more information on associating Success Plans to Customer Goals, refer to the Success Plans in Customer Goals section in the Create Customer Goals article.

 Customer Goals in the Event of Company Merge

Whenever a Company Merge event is triggered, all the goals from the merged company are moved automatically to the Master company. Admins can merge a maximum of two companies and they must assign one of them as the Master company. Once the merge is completed, admins can view the merge history and detailed change records from the Activity tab.

For more information on viewing the Customer Merge history, refer to the Company Merge History section in the Company Merge article. For more information on Company Merge notifications, refer to the Company Merge article.

 Dependent Picklist in Customer Goals

Admins can now create dependent picklist fields in Customer Goals. They can create multiple dependent fields as per their requirement. Admins can click the three dots horizontal menu by hovering over the field >select View Field from the dropdown menu> select the controller/parent field from the Controller dropdown.

For more information on configuring dependent picklists in Customer Goals, refer to the View Field Details section in the Configure Customer Goals article.

 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.

 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.
  
  
   
• 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.
  
  
   
• The three-vertical-dots menu appears to retain the template editor options when the window size is reduced.
  
  
   
• The Status toggle switch helps end-users to control the availability of a particular template in the Export drop-down of the C360 page.
  
  
   
• 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.
  
  

 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.

 Ability to Assign CTA to User Group from Journey Orchestrator

Admins now have the ability to automate the distribution of CTAs by assigning the ownership to predefined User Groups in Journey Orchestrator. When a program is run, the CTAs are distributed equally among the CSMs (using the Round Robin algorithm) that are part of the selected User Group, ensuring a fair allocation of tasks.

Admins can select the User Group in the Owner field by navigating to the Journey Orchestrator > Programs > Create CTA page.

For more information on User Groups, refer to the Create User Group article.

For more information on how to create CTAs from Journey Orchestrator, refer to the Create CTA Step section in Configure Model and Emails for Programs article.

  People Admin Horizonization

The Gainsight People model is used to store unique person records to represent people in the real world. Gainsight introduces the People Admin Horizonization, powered by Gainsight Horizon Experience. The enhanced People page enables admins to have a dynamic visual experience.

For more information on People Admin Horizonization, refer to the People Management article.

 Aha! Integration with Product Requests

Gainsight introduces Aha! integration with Product Requests. CSMs can create an enhancement request in Gainsight on behalf of their customers. These enhancement requests will reflect in Aha! application when the product requests job is run. Product Manager can accept the enhancement request and tag it as a roadmap item(s). CSMs will be notified when the Enhancement Requests are accepted or when the associated Roadmap Item(s) are delivered.

The following are the prerequisites for Gainsight customers to use Product Requests:

• The customers must be onboarded to the new C360 in Gainsight.
• The customers must have purchased any Aha Roadmap Plan and Aha Ideas Advanced package.

Admins can establish a connection to the Aha application from the Connectors page. This integration enables the bi-directional information flow between Gainsight and Aha! application when the Product Requests job is run. 

Admins must perform the following steps to configure Product Requests:

1. In the Connectors section, create a connection between Gainsight and Aha! 
2. Add Aha Workspace into which the Enhancement Requests need to be sent
3. Add the Product Requests section to C360 Layout
4. Configure Enhancement Requests Form for CSMs

Note: Historical data that existed in the Aha application before the integration with Product Requests was established cannot currently be retrieved. 

 Net Retention Dashboard

The Net Retention Dashboard is a predefined dashboard in Horizon Analytics that 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 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.

Note: 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.

 Use Custom Fiscal Years in Renewal Center

CSMs can now use the custom fiscal years in Renewal Center to filter the opportunities data and renewal metrics. This customization allows companies to define a more tailored fiscal year structure that is aligned to their business requirements. CSMs can filter the renewal data in the following areas:

• Renewal Center widgets in the Analyze page.
• Opportunity and Company Views in the Forecast page.
• Renewal Center widgets in Gainsight Home and Dashboard.

Note: The admin must configure the custom fiscal years in Application Settings. For more information on the admin configuration, refer to the Custom Fiscal Year section of the Application Settings article.

 Manage GS Opportunity Records from Data Management

Gainsight recommends using the GS Opportunity object as a destination for storing opportunity data. The ability to manage this object is now available in Data Management, which helps admins to load opportunity data into the GS Opportunity object instead of the custom object. It also empowers the non-Renewal Center customers to delete test or redundant data without raising a support ticket with the Gainsight Support team. Additionally, usage of the GS Opportunity object by customers who do not use Renewal Center helps them to upgrade to Renewal Center more easily. Further enhancements such as Scorecard Optimizer will automatically consider opportunities from the GS Opportunity object.

Admins can manage opportunity records by navigating to the Data Management > GS Opportunity > Data tab. The Delete Records button is visible when the admin selects one or more records.

Notes:

• The option to delete opportunity records from Data Management is available for admins irrespective of their access to the Renewal center.
• Deleting opportunity records from Data Management in Gainsight does not delete opportunities in Salesforce.

 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. The NRR% metric can be viewed in the summary ribbon and 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.

 Hubspot to Timeline Integration

Gainsight's Hubspot integration now provides the ability to ingest HubSpot Engagements data into Gainsight. Additionally, Gainsight has introduced the following four new standard jobs to ingest Engagements data into Timeline:

• Notes Timeline Sync
• Calls Timeline Sync
• Meeting Timeline Sync
• Email Timeline Sync

Admins can also create Custom jobs for Hubspot Engagement objects such as Calls, Meeting, Notes, Email, and Task.

This enhancement enables CSMs using Gainsight to view and sync all customer touch points happening on Hubspot Engagement to Gainsight Timeline.

IMPORTANT:  Admins need to reauthorize their existing Hubspot Connection to take advantage of these enhancements.

For more information on the Hubspot to Timeline integration, refer to the Hubspot Connector article.

 Gainsight to Hubspot Data Sync Using Rules Engine

Admins can now send data from Gainsight CS to Hubspot’s Company and Contact objects using the Load to Hubspot Action in Rules Engine. This ensures that both the sales and customer services teams have access to the same, up-to-date information.

Admins can continue to use Standard and Custom jobs to ingest data from Hubspot using Connectors. Additionally, with Load to Hubspot Action, admins can now easily return data to the relevant Hubspot objects.

For more information on how to configure the Load to Hubspot action type, refer to the Load to Hubspot Action Type article.

 Filters on Real-Time Sync from Salesforce to Gainsight

Real-time sync jobs in Connectors are enhanced with filter capability. This helps admins to manage the data that they bring from Salesforce to Gainsight. Only a subset of Accounts, Contacts, and Cases data might be relevant for the CS teams. The records that adhere to the filter conditions are ingested as part of real-time events.

This enhancement helps to maintain data hygiene and ensures compliance with the Gainsight data limits.

Note:

• A maximum of 10 filter conditions can be added to the Salesforce real-time job.
• The filters applied in Real Time are also applicable for Scheduled sync

For more information on how to apply filters to the real-time sync job, refer to the Salesforce Real Time Sync Job article.

  Introducing the New Horizon Rules Engine

The new Rules Engine makes it easier for admins to build and understand rules.

Key Improvements:

• Simplified visual experience for creating rules
• Single object flow
• Improved data preparation experience using Data Designer
• Visual action setup
• Ability to update CTA & Success Plans via Rules
• Enhanced field mapping experience
• Simplified execution history including enhanced logs

IMPORTANT: There are no changes to Bionic Rules with this release, and Gainsight does not plan to enhance Bionic Rules in future releases, as this will be deprecated in the near future. Admins can create rules using Horizon Rules post-deprecation. Gainsight will communicate a customer migration plan to move the existing rules to the Horizon Rules.

Based on beta feedback, the following enhancements are made in the rules workflow to make them more efficient:

• If you have prepared a dataset while creating a rule when you edit, it automatically opens up the Data Preparation edit page, thereby minimizing the number of clicks required.
• Horizon rules for the X-Org 2.0 migration.
• Improvement in the clarity of failure highlighted in the Execution History.
• Enhancement in the performance of Horizon Rules' Data Designer component.
• Horizon rules with support for sandbox refresh.

Additional Resources:

• For more information about the new version and its key features, refer to the Rules Engine Horizon Experience Overview article.
• For more information about the changes that took place in the Rules Engine Horizon Experience, refer to the Change Document for Rules Engine Horizon Experience article.
• For more information on how to set up different rules and actions, refer to the Admin Guide (Horizon Experience).
• For more information on the most frequently asked questions on Gainsight Rules Engine Horizon Experience, refer to the Rules Engine Horizon Experience - FAQs.

  Migrate Bionic Rules to Horizon Rules

Admins can migrate a rule created using Bionic Rules to Horizon Rules. Before activating the migrated Horizon rule, admins can test-run the Horizon rules to see if they work correctly.

Once the migration is complete, both the original Bionic rule and the newly migrated Horizon rule are displayed on the Rules List page distinguished by a tag. However, the Horizon rules are inactive by default. Admins can test the migrated Horizon rules and use the Status toggle button to activate them.

Once the Horizon rule is activated, the Bionic rule is deactivated automatically.

For more information on how to migrate rules, refer to the Migrate Bionic Rules to Horizon Rules article.

 Ability to View Tenant Data Center

Gainsight has recently launched a new data center called US2, in addition to the already existing US and EU data centers. To help customers identify where their data is being stored, a new field called Data Center has been added in the Application Settings page. This field is read-only and displays the current data center of the tenant.

The Data Center field makes it easy for customers to view the location of their data and ensure that it complies with regulatory requirements. For example, EU customers can verify if their data is being stored within the EU region.

For more information on General Details in Application Settings, refer to the General Details section Application Settings article.

 Automatic Conflict Resolution

Gainsight's Automatic Conflict Resolution feature in X-org simplifies the migration process of assets between tenants. This is achieved by automatically identifying and resolving any duplicate unique ID at the target tenant without admin intervention. This feature ensures that the migration process does not fail due to duplicate IDs.

The resolution is pre-configured for each module and is merely  based on the following configuration:

• Update Configuration: Overwrites the duplicate asset at the target tenant.
• Duplicate Configuration: Creates a copy of a duplicate asset at the target tenant.
• Skip Configuration: Skips migrating the duplicate asset at the target tenant.

With conflict resolution support, many Gainsight modules are also providing dependency resolution support. For more information on modules supporting Automatic Conflict Resolution and Dependency Resolution, refer to the X-Org Migration article.