Gainsight NXT Release Notes 6.37 July 2023

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

Gainsight implements a 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 (CS, PX and DH) 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.  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.

 Enhanced Customer Goal Management and Collaboration in Horizon Rules Engine

The Horizon Rules Engine offers users the ability to efficiently manage customer goals and foster collaboration by providing key functionalities. Admins can create customer goals from the goals library or while configuring the action type allowing for comprehensive goal planning. Additionally, admins have the flexibility to update existing customer goals ensuring goal alignment with evolving customer requirements.

With these capabilities, the Horizon Rules Engine empowers users to streamline and optimize their customer goal management processes. The Customer Goals rule action type helps admins to create and update goals. This capability enables teams to effectively track and manage customer objectives, fostering better collaboration and improving overall customer success outcomes.

For more information on how to create or update goals from Rules Engine, refer to the Customer Goals Rule Action Type article.

   Playbook Redesign

Gainsight introduces the redesigned Playbook that enables admins to efficiently create and discover Playbooks, Tasks, and Call-To-Actions (CTA), resulting in a simplified and expedited setup process for admins.

The enhanced Playbook offers the following benefits to admins:

• Simplified Access: Admins can easily access all the created Playbooks, allowing them to have a complete overview of the Playbook library.
• Enhanced Search and Filtering Capabilities: Admins can easily search, filter, and sort Playbooks, Tasks, and CTAs for quick identification and access to specific records. 
• Seamless Playbook and Task Management: Admins can effortlessly add new Playbooks, edit existing ones, and delete Playbooks as needed, ensuring they have full control and flexibility in managing Playbooks. Admins have the capability to add, edit, and delete tasks within Playbooks, allowing them to customize and fine-tune the steps and actions within each Playbook.
• SFDC Integration: Admins can sync playbooks or individual tasks to SFDC objects, facilitating seamless integration and data synchronization between NXT and SFDC systems.
• Multi-level and Multi-CTA Playbooks: Admins can create Playbooks that support multiple levels and various Call-To-Action (CTA) types, accommodating a diverse business scenario.

For more information on how to create Playbooks, refer to the How to Create Playbooks article.

  Pooled Work Assignment

Admins can now automate the distribution of CTAs by assigning the ownership to predefined User Groups. Whenever a CTA is triggered, the ownership is allocated to one of the CSMs from the assigned User Group. The CTAs are distributed equally among the CSMs (using the Round Robin algorithm) that are part of the selected User Group.

Admins can select the User Group that needs to own the CTAs from Administration > General > Mass Edit. They can also select the User Group in the Owner field while creating a rule from Rules Engine.

The Rules Engine triggers a new CTA to be created for a company if the average NPS drops below a predefined limit. For this CTA to be created, the admin needs to pre-determine the owner. There could be challenges such as the owner not being available or the owner being unable to accommodate the task. Automating the distribution of ownership helps solve this problem and ensures that the necessary steps are implemented on time.

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

For more information on creating CTAs from Rules Engine, refer to the Creating and Closing CTAs from Rules Engine  article.

 Automated 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 is not added to the Manage Permissions section, they were unable to access the dashboard.

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

 Enhanced Reporting Capabilities

The ever-changing business dynamics call for advanced reporting capabilities that can help multiple stakeholders quickly make informed decisions. The improvements in reporting empower users like business leaders, customer-facing teams, and administrators to:

• Create KPI Reports with Dynamic Goals. This provides users with a dynamic reference point to compare their current progress. Users can link the goal value to any field of the object on which the report is created. Any change in the field value is reflected in the goal value. They can further select between Progress or Variance to view the percentage value of the goal achieved or to be achieved, respectively.

• View the missing data points in reports as Data Not Available. This helps users identify gaps in the report due to a lack of data availability, and take the necessary actions.

For more information on how to configure the Static Goal and Dynamic Goal configurations, refer to the KPI Widget section of the Chart Settings and Chart Editor article.

 Formula Builder Horizonization

The formula fields in Horizon Reports help users create custom formulas to meet their reporting requirements. The horizonized formula builder introduces separate Functions and Fields tabs to make the process of creating custom formulas more user-friendly. In addition to the simplified user interface, visual cues are introduced to help while editing the formulas, allowing users to seamlessly make last-minute changes.

For more information on how to create a custom formula, refer to the Formula Fields in Reporting article.

 Improved Security for Sally Bot in Slack Channels

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.
  
  The Admin user will be able to view and access the new enhancement settings by clicking this icon.  This allows admins to ensure the appropriate visibility of information.

  • By default, unblock Sally or allow Sally to operate in all channels.
  • By default, do not show the warning message.

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 an 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. Please note that the article will be available on or before 29 July, 2023.

 Integration of Chorus.ai with Timeline

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

This integration enables seamless management of calls and meetings. All Meetings, 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 Chorus.ai for easy access. The integration automates the process of importing meetings, thus streamlining meeting access in Gainsight Timeline. For more information on the Chorus.ai integration with Timeline, refer to the Chorus Integration FAQs article.

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

 Integrating Sponsor Tracking into People Admin

Gainsight has streamlined the admin section of Sponsor Tracking by integrating it seamlessly into the People Admin screen. All People Management-related features are available under the comprehensive umbrella of People Admin. With the absorption of Sponsor Tracking configuration into the People Admin screen, all the feature configurations related to People Management can be performed from one location..

A new tab called Sponsor Tracking Configuration is added in the People Admin section. Admins can perform the social profile field mapping from this section. This configuration option is available at both the Company and Relationship levels.

For more information, refer to the People Management - New article.

  Introducing People APIs - Bulk

Gainsight introduces People APIs - Bulk, which helps ingest multiple records in an 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 article.

 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.

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.

 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 Section.

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.

Notes:

• 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.

 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.

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.

  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.

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.

Notes: 

• 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 360 Layouts, refer to the Configure CSQLs article.

 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 the 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.

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

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

 Connector Jobs Enhancements

Gainsight brings the following enhancements to Connector Jobs:

 HubSpot Integration Enhancements  

The HubSpot integration with Gainsight brings enhanced visibility between sales and customer success teams. With the bidirectional sync capability and expanded access to various objects, admins can now push Timeline entries from Gainsight to Hubspot and synchronize relevant data with the Hubspot objects.This integration enables the Sales team to have visibility into customer engagements which improve operational efficiency and enhances visibility across teams. Furthermore, the bidirectional sync allows CSMs to create new deals, such as upsells or renewals, directly from Gainsight, opening up additional revenue opportunities.

With this enhancement, the following new objects are available for Hubspot Connector:

• Source Objects:
  • Line Items
  • Feedback Submission
  • Custom Objects
• Target Objects for writeback in the Load to HubSpot action:
  • Deal
  • Products
  • Tickets
  • Engagement Objects (Call, Meeting, Tasks, Email, Notes)

IMPORTANT:  Admins need to reauthorize their existing HubSpot Connection to view these enhancements.
For more information on the Hubspot integration, refer to the Hubspot Connector article.

 X-Org 2.0 Support For Connectors

Gainsight introduces X-Org 2.0 support for Connectors. With this new capability, admins can migrate Connector Jobs seamlessly between the sandbox and production environments. This feature allows users to validate the effectiveness of a configuration before it is implemented in the production environment. By leveraging Gainsight's X-Org, users can confidently test and migrate assets, ensuring a smooth and efficient transition between environments.

Note: On completion of migration ensure that the connection with the production tenant is authenticated.

For more information on how to migrate Connector assets, refer to the Migrate Connector Jobs via X-Org 2.0 article.

 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.

 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.

  Enhanced Horizon Rules

The further enhanced Horizon Rules, based on the feedback received during the BETA phase, is Gainsight's commitment to customer-centric product growth. The following enhancements are made in the rules workflow to make it more efficient:

• Duplicate Branch: The option to duplicate a branch is available in the Rule Action Setup step in addition to cloning the action. This enhancement helps admins to easily replicate and modify the required branches of a rule, without having to recreate a complex logic.

• Download Criteria Records in Execution History: The ability to download criteria records in rule executions give admins more comprehensive insights. With this enhancement, admins can easily access and analyze the specific criteria used during the execution, thereby empowering them to track and validate the applied logic.

For more information on how to duplicate a branch, refer Rules Engine Horizon Experience Overview article.

For more information on how to download the Criteria records, refer Schedule and Execute Rules article.