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Gainsight Inc.

Gainsight NXT Release Notes 6.36 April/May 2023

Gainsight Release Notes Version 6.36 contains the following subsections:

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

Notes:

  • The modules in the Release Notes are categorized based on the following four product areas: Customer Success (CS)Customer Experience (CX)Revenue Optimization (RO), and Platform. The modules in each category 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 from Gainsight Community.
  • Horizon.png This symbol indicates that the enhancement was made as part of the Horizon Experience (H) project.
  • 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.png : Automatic Update: End users have access to the enhancement without Admin configuration.

Summary List/Quick View

Type List of Enhancements/New Features
Admin Controlled Manual.png
Automatic Update Auto.png

Announcements

Product Requests and Aha! Integration

Manual.png Aha! Integration with Product Requests

IMPORTANTThis feature will be available on or before May 12, 2023.

Gainsight's Product Requests feature and Aha! applications are now integrated bi-directionally. Hence, the Gainsight customers who are using Aha! application to manage their product can now take advantage of Gainsight’s Product Requests feature. After the integration, the Product Requests feature can be used by Customer Success Managers (CSMs) and Product Managers to collaborate, understand customers' needs, prioritize, and implement customer enhancement requests to improve user experiences.

For more information on how to configure and customize the Product Requests and Aha! integration, refer to the Aha! Integration with Product Requests section in this Release Notes. For more information on Product Requests, refer to the Product Requests Overview article.

Product req announcements.pngCSQL

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 6.35.4 of Patch Release Notes.

Rules Engine

Manual.png Horizon.png Introducing the New Horizon Rules Engine

Gainsight has redesigned the Rules Engine with Horizon Experience to simplify and improve the overall user experience. For more information on Rules Engine, refer to the Rules Engine section.

Manual.png Horizon.png Migrate Bionic Rules to Horizon Rules

Migrate rules created using Bionic rules to Horizon Rules easily to experience a seamless migration process. This makes it easier for admins to view and compare the Bionic and Horizon rules in one place.

For more information on the overview of the migration process, refer to the Rules Engine section.

Connectors

Auto.png The Option to Create Zendesk Jobs Deprecated from Connectors

IMPORTANT: After May 6, 2023, the Connectors page does not support the creation of Zendesk jobs for new or existing customers.

Admins can no longer create a Zendesk job from the Connectors page. However, they can access the pre-existing Zendesk jobs from this section. Please note that engineering support will only be provided for critical issues. The capability to create Zendesk jobs is available through the Connectors 2.0 page, providing improved features and standardized jobs.

Connectors 2.0

Manual.png Enhanced Gainsight Connectivity with Hubspot

Gainsight now offers admins a powerful bi-directional sync. This sync enables them to load data into Hubspot through a Load to Hubspot action in Rules Engine and to ingest engagement data from Hubspot into Gainsight through Connector Timeline sync standard jobs. For more information on enhanced Gainsight connectivity with Hubspot, refer to the Connectors 2.0 section.

Surveys

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 6.34 October 2022, all the Gainsight customers 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 the CSMs. You can reach out to Gainsight Support for any transition-related queries.

Internationalization of NXT

Launch of Gainsight NXT in Japanese

We are excited to announce that Gainsight NXT is now internationalized, currently focusing on and tailored to the needs of our Japanese market. The user interface is localized in the Japanese language to provide an intuitive and comprehensive user experience. This will allow Japanese customers to work with the product effortlessly.

Following are the key areas we focused on to provide a seamless product experience for the localized Gainsight NXT product:

  • UX microcopies such as page titles, headings labels, form placeholders, tooltips, instructions, empty status, and success messages are simplified both in English and Japanese tenant.
  • All the error messages are revised to provide the user with the reason for a task failure and what action is required to resolve the issue.
  • Gainsight NXT tenant is localized in the Japanese language.
  • Japanese date and time formats are supported.
  • Japanese currency and number formats are supported.
  • Gainsight NXT product documentation website is localized in the Japanese language to provide additional support to our customers in Japan.
  • Gainsight GameChanger Japan community space is available for our Japan customers to ask queries, start discussions, and share ideas.

Gainsight NXT products, content, and services can cater to a global audience and accommodate multiple languages and locale-specific needs and expand market reach.

New Features 

Gainsight and Digital Hub (aka inSided) Integration

Click here to expand for more information on Digital Hub (aka inSided)
Community Data Integration in Gainsight enables admins to connect their Digital Hub (aka inSided) tenants to Gainsight to bring Community data. Admins can use this feature to sync community member data and their activities from Digital Hub to Gainsight NXT. The bi-directional exchange of important information between Digital Hub and Gainsight NXT can be used to drive customer success through Community drivers. Additionally, this integration helps admins to automate several manual processes and enables CSMs to create a more engaging community for their customers.

Manual.png Make Community-Reported Data, Insights, and Analytics available for Consumers through CS-Digital Hub (aka inSided) Integration

Disclaimer: The name of the feature and UI labels in it might change in future, changes can be noticed in the related documentation.

Community provides an opportunity to the customers to discuss products, brainstorm ideas, and share pain-points with each other and with product owners. Additionally, it lets product owners collect input and information about their products. The purpose of this is to exchange information bi-directionally to assist in driving customer success.

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.

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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.

Unification (BETA)

Click here to expand for more information on Unification
The Unification feature helps to unify Company and Person data from multiple data sources and create consolidated records in Gainsight. This feature has the ability to identify the same company or person across multiple data sources and resolve issues such as data duplication, incompleteness, or inaccurate data resulting in inaccurate data analysis that leads to inaccurate reports. Getting a 360-degree view of your customers across business lines is easier with the unification of Salesforce, Dynamics, and PX.

Manual.png Introducing Unification for Scalable Person Merge

IMPORTANT: Person Unification feature is available for EU customers from the first week of May and for US customers from the second week of May.

Gainsight’s Unification feature for Person records identifies the duplicate person records from multiple sources within the Gainsight instance and combines them into a single unified record.

Person Unification project is automatically created in the Gainsight instance on the Person object to identify the duplicate person records when the data is synced every time.

Setting up the Person merge project involves three keys steps:

  1. Add Staging Objects: Select multiple sources to collect the person records.
  2. Define Match Criteria: Define the criteria to identify the matching records across the sources.
  3. Configure Unified Record: Select for each attribute, a preferred source in order to consolidate the record.

Unification.png

For more information on how to setup the Person Unification project, refer to the Person Unification article.

Enhancements

Customer Success (CS)

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.

360

Click here to expand for more information on 360
The Customer 360 (C360) is a central hub of your customer’s business information in Gainsight. It synthesizes business data from various sources and provides you with a holistic view of your customers. This minimizes the preparation time for your customer meetings.
Manual.png 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.

360.jpeg

Manual.png 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.

306-1.png

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 usage data at the 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 for 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.

MultipX 2.png

Additional Resources: 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 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.

Product Tree Filt.png

Cockpit

Click here to expand for more information on Cockpit
Cockpit is the CSM/AM team's home base for viewing and managing key customer activities. The backbone of Cockpit are Gainsight system alerts called Calls to Action (CTA). Call to action types, their associated tasks, and the Cockpit view can be customized by Admins to suit your business needs.
Manual.png Restrict Sharing Groups from Creating New Views in Cockpit
IMPORTANT: Admins will need to contact the Support team to enable this feature.

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.

Cockpit.jpeg

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 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.

Customer Goals

Click here to expand for more information on Customer Goals
The new Customer Goals simplifies the product and improves the customer experience by adding new enhancements and enhancing existing functionalities.
Auto.png 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.

Auto.png 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.

Customer Goals.png

Auto.png 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.

Customer Goals-1.jpeg

Scorecards

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

Timeline 

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.jpeg

Customer Experience (CX)

Gainsight CX is a customer experience management solution that combines surveys, journey orchestration, and analytics to help businesses provide a best-in-class experience to their customers.

Journey Orchestrator

Click here to expand for more information on Journey Orchestrator

Journey Orchestrator is your center for automated communications. It leverages the power of automation to make your job easier as you communicate with customers at scale. Gainsight enables customer success teams to launch automated emails based on customer attributes such as health score, product usage, survey results, and lifecycle stage. Through automation, you can scale customer touches and engage with a growing list of customers often and effectively.

Note: Admins are invited to join live instructor-led training on Journey Orchestrator every 6 weeks!
Auto.png 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.

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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.
Manual.png Horizon.png 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.

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Product Requests

Click here to expand for more information on Production Request
With Product Requests, the Productboard and Aha integration enables CS teams to track their customer’s product requests throughout the entire lifecycle.  CSMs can not only capture these requests directly within 360, but they’re empowered with the ability to share this feedback directly into Productboard or Aha where product managers will gain visibility into these insights to help guide their roadmap strategy. Lastly, CSMs can confidently communicate the status of these requests back to their customers with direct views into where these have landed in regard to product planning. This seamless workflow enables CS to share customer feedback and helps prioritize the right features that will solve real customer needs and drive growth for the organization.
Manual.png 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. 

ProductReqEnhancement.png

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 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.

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

Auto.png 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.

V6.36_Custom Fiscal Period Configuration Support in Renewal Center.jpeg

Manual.png 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.

V6.36_Ability to Delete GS Opportunity Records from Data Management.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. The NRRmetric 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.

V6.36_Support Expansion in Account Based Forecasting.jpg

Platform

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 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

Connectors.png

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.

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Manual.png 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.

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Manual.png 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.

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Rules Engine

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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.
Manual.png Horizon.png 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:

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Manual.png Horizon.png 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.

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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.

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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.

User Management

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Admins can use this feature to manage Gainsight users and their allocated licenses and permissions. User Management can be accessed from Administration > Users and Permissions > User Management.
Auto.png 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.

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

X-Org Migration

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X-Org helps you to migrate your Custom Object's schema, Reports, Rules, Playbook Assets, Data Spaces, and Reports from a source org to a target org.
Auto.png 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.

  • For more information about the previous or upcoming major release versions/dates, refer to the Gainsight NXT Release Process [updated for 2023] article.
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