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Gainsight NXT Release Notes 6.18 October 2020

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Gainsight Release Notes Version 6.18 contains the following subsections:

  1. Announcements section describes important changes to the application that are implemented now or will be in the near future.
  2. New Features in Gainsight which may require the Admin to setup new processes or re-think existing processes.
  3. Enhancements (per module) describe improvements made in the existing product capabilities.

Notes: 

  • You will see the GIFs in this document in playable mode. Now you can play, pause, replay or stop the GIFs in this document. You can also click the Enter Full Screen icon on the play-bar to expand it for better readability. Refer the following image.

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  • 1. Community logo.png : This symbol indicates that an enhancement originated as a customer suggestion on the Gainsight Community.

Announcements

Horizon Experience

The Horizon Experience is Gainsight’s simple, intuitive, beautiful product experience - intended to reduce time to value and admin effort, and streamline end-user experience. In 2020, many of the primary user-facing modules will be released in the Horizon Experience. Right now, you can see it in action in our Mobile experience and in applications like Data Designer, Renewal Center, and Experience Center. The Horizon Experience consists of a design system and technical component library to ensure consistency across modules and platforms.

Check out this 1-min. video for a glimpse of the Horizon Experience in the Gainsight applications!

Timeline Horizon Experience

The Timeline Horizon Experience gives prominent space to high priority information as well as new options to search and filter Timeline. Users now have the ability to edit Activity Type after creating an activity, create and save Timeline views, preview attachments, manage drafts from a consolidated tab, and much more. For more information on the new Timeline UI, refer to the Timeline New Functionalities and Improvements (Horizon Experience) article.


Note: The new UI design and functionality are applied to the Global Timeline view, C360, R360, and Cockpit areas. All other Timeline sections in Gainsight continue using the existing UI, but display the same data.

1. Timeline Horizon.jpg

1. Community logo.png Cockpit Horizon Experience

We have redesigned Cockpit in NXT, powered by Gainsight Horizon experience. The enhanced Cockpit has new capabilities such as inline editing and quick filters which makes it easier to manage and work through your CTAs. You can now manually enable this enhanced Cockpit in your organization using the Toggle option.

IMPORTANT: The toggle option to enable Cockpit Horizon Experience in the Administration > Calls to Action (CTA) page will be available from October 14th, 2020.

The following functionalities are newly added to the redesigned Cockpit page:

  • The Inline Editing of fields is added in the Cockpit List View page. The following CTA details can now be updated directly from the Cockpit List View page by clicking the field:

    • Status
    • Due Date
    • Owner
  • A new list view column is added to show the standard fields up front. This option enables users to add any number of columns and reorder and sort them directly in the Cockpit List View page.
  • The Basic and Advanced view creation experience makes the filtering task easy. Users can Update/Apply filters directly from the Cockpit List View page.
  • The color coding of the Type, Status, and Reason columns are now based on admin colors defined.

2. Cockpit Redesign.png

Following are some of the changes made to the existing functionalities in Cockpit:

  • My CTAs: For the Cockpit Views using an advanced filter, any filter applied on the CTA Owner is applied for both CTAs and Tasks. But for basic filters, it is applied only on the CTA owner. This means My CTAs include CTAs assigned to the logged-in user and/or CTAs for which the logged-in user is the owner for one or more tasks.

  • Tasks in CTA Detail View are displayed in a separate tab, instead of an expand/collapse option in the Cockpit List View page.


Note: For more information about the list of improvements implemented to the Cockpit page, refer to the Cockpit 2.0 New Functionalities and Improvements article.

Gainsight Assist Outlook Add-in helps users access their Gainsight email templates directly from Outlook, thereby saving time when composing customer emails. The ability to log emails to Timeline from their inbox ensures that every important conversation is captured.  

Note: This feature is now available for the users to download from the Microsoft store.

For more information, refer to the Gainsight Assist Outlook Add-in User Guide article.

Change in Terminology

Gainsight has decided to modify the following terms in the product to support an inclusive environment across the product:

  • Blacklist to “Deny List”
  • Whitelist to “Allow List”

3. Change in Terminology.png

Gainsight Mobile

We have made few minor UX improvements and bug fixes for a better 360 experience in the application.

New Gainsight Learning Paths

We rolled out new Learning Paths on Gainsight University to help guide users through a sequence of courses based on their role (Admin, End User, Adoption Champion/Manager/Trainer). Under Admin, there's a New Gainsight Admin Learning Path that guides new Gainsight admins through the recommended course progression, as well as a Beyond the Basics path to help you get more out of Gainsight.

New Features

Company Intelligence

Company Intelligence helps users to stay informed about their customers and competitors. It processes the information to the customers through Slack or in C360 by searching publicly available information on the companies and signals in which they are interested. To use this feature, admins must first configure the list of companies for which they want to receive intelligence information, and also set the signals to track for the selected companies. Company Intelligence is a paid add-on feature. Please contact your Account Manager for information.

Company Intelligence in Email

Users receive the consolidated list of available Company Intelligence posts through an email if admins enable it in the Other Options section while configuring Company Intelligence. 

Users receive only one email per day with all the consolidated information regarding Company Intelligence posts of the companies they follow in Gainsight.
Note: Company Intelligence is a paid add-on feature. Please contact your Account Manager for information. 

4. CIinE1.png

The following image shows a sample email that users receive when Admins enables this feature:

5. Admin enables new.png

For more information, refer to the Company Intelligence in Email article.

Enhancements

Adoption Explorer

Adoption Explorer helps manage your customer’s usage data in the Gainsight environment, and quickly surface the most relevant view of usage data across your customer base. Adoption Explorer offers powerful segmentation capabilities to manage multiple product lines, more robust control of aggregations and calculations, and totally re-imagined visualizations to surface deep insights. Customer’s usage data at Company and/or Person level can be stored at both daily and weekly level along with their entitlements. Using the ingested data, admins can define new derived fields without the need of Rules Engine. Check out our live hands-on instructor led training for Adoption Explorer!

Entitlement Objects as Data Sources in Layouts

Gainsight now allows admins to build usage sections on Company Entitlement and Person Entitlement data sources along with the existing Company Information, Company Time Series, Person Information, and Person Time Series data sources. Entitlement objects preserve the standard values defined on a particular field at Company level and Person level (Daily and/or weekly). For example, at Company level such as ‘a company is entitled to 100 user licenses’, and at Person level, 'a user is entitled to storage of 10 GBs for lifetime'. So, with this enhancement, admins can now build usage sections at Company and Person Entitlement levels to derive more insights on the usage of licenses at Company and Person level. 

Reason when Data Ingestion is Partial Success

Adoption Explorer now provides an option to Preview and/or Download the Invalid reasons. Until now, if the execution of a data ingest is Partially Success, admins didn’t know the actual reason for the failure. With the newly introduced Preview option, admins can see the reason for failure.

Aggregation in Expression Builder

Gainsight now allows admins to apply aggregations on the fields that are added to the Expression Builder function. Until now, admins were allowed to create only the simple numerical expressions, but not the complex expressions that include Aggregations. For instance, you may want to calculate the percentage of Sum of Emails Opened over Sum of Emails Sent for a specific period of time.

Math Functions in Analytics Usage Section

The Math Functions option is added to the list of Adoption Explorer Functions. This enhancement enables admins to apply Math Function on a selected numeric field in the Analytics Usage section to view the Absolute, Ceiling, and Floor values based on their business need.
Note: This function is allowed only in the Usage Layouts (Analytics Usage Section), and not while creating a Derived Field from Fields Tab.

In the Math Functions, you have the following options available:

  • Absolute: To get the Absolute value of a number field. For example, if the record value is 5.80, then the Absolute Value is also 5.80.
  • Ceiling: To get the Ceiling value of a number field. For example, if the record value is 5.80, then the Ceiling Value is 6.
  • Floor: To get the Floor value of a number field. For example, if the record value is 5.80, then the Floor Value is 5.

Case Function in Layouts

Gainsight now allows admins to apply Case functions in the Analytics/Analytics with Gainsight Milestones usage sections. Earlier, admins were allowed to apply this function only while creating Derived Fields from the Fields tab.
Case Function: You can use this function to categorize data, based on a specific set of requirements. This function helps create an output Field (Derived Field). This output field has values for the records that match your specific set of requirements.

Anatomy of Case Expression:

  • Case Function is made up of multiple cases.
  • Every Case consists of multiple Criteria. Each criterion is a specific requirement that any record should match. For example, a Criteria for a customer to be classified as Detractor can be Net Promoter Score (NPS®) score between 0-6.

For more information on Case Function, refer to the Adoption Explorer Functions article.

Set Default Aggregation for Measure Fields

In the Usage Section, the Default Aggregation option is now added to the measure fields. This enhancement enables you to set a default aggregate function that can be applied across all the measure fields that you want to add after the first measure. Previously, the aggregated function applied on the first measure was by default applied to all other measures. With this enhancement, you have the option to choose the aggregation for other fields. 
Note: Once all the required measure fields are added to the Usage Section, if required, you can still change the Aggregate Function of a specific measure field.

Relationship Milestones in Analytics with Milestones Usage Section

A new option called Get Relationship Milestones is now added to the Analytics with Milestones Usage Section. This enhancement enables you to view all the Gainsight Milestones created for the selected Relationship, along with all the Gainsight milestones created for the selected Company. Usage Sections after including the Relationship Milestones allows CSMs to derive more insights than before and make faster business decisions.

For information on how to create Gainsight Milestones, refer to the Configure Milestone Types article.

Reference Lines in Trend Charts

In the Adoption Explorer Usage Sections, admins can now set Reference Lines and Values in the Trend charts. For example, this enhancement helps admin set a reference value for Minimum Page Views and Maximum Page Views, through which admins can analyze and know if the usage adoption is pointing towards a Minimum or Maximum.

C/R 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.

The header section of the C360 page displays the company record’s status, and a button to follow the company. The UI elements for these functions have been updated to make the information presented clearer and easier to use.

8. 6.18 C360 Update Header Section.jpg

Admins can configure the Shared 360 pages to include Related List sections with reports based off of SFDC objects. Such reports were previously displayed in the preview but did not render on the Shared 360 pages for the end user. Now they do. For more information on Shared 360, refer to the Configure Share 360 article.

6.18 Share SFDC Object Related List through Shared 360.jpg

Previously, it was not possible to configure an Embed Page Section with a height shorter than 400px. This limited customers who needed a section with a shorter height for the data they needed to display. Now, the minimum height for an Embed Page Section is 100px, giving admins more flexibility for configuring 360 pages. For more information on Embed Page Sections, refer to the Configure the Customer360 Sections article.

Company Intelligence

Company Intelligence helps users to stay informed about their customers and competitors. It processes the information to the customers through Slack or in C360 by searching publicly available information on the companies and signals in which they are interested. To use this feature, admins must first configure the list of companies for which they want to receive intelligence information, and also set the signals to track for the selected companies. Company Intelligence is a paid add-on feature. Please contact your Account Manager for information.

Ability to Like and Dislike Company Intelligence Posts

Gainsight has now added Like and Dislike options to the Company Intelligence posts. This allows users to provide their comments regarding the post. 

In Direct Messages, when a user clicks on the Like or Dislike option, an optional feedback dialog box is provided for the users to collect more feedback on specific posts which they liked or disliked. But, in Channels, users can only Like or Dislike a post as per their interests.

Ability to Add Company Intelligent Posts to Timeline

Users are now capable of creating a Timeline activity directly from the C360 > Company Intelligence section if they find any Company Intelligence post useful or important.
Note: Ability to Create CTA from the C360 page will be released in one of the upcoming releases.

To post company intelligence information to Timeline from C360 page:

  1. Navigate to the C360 page of a customer.
  2. Click the Company Intelligence section.
  3. Click the Ellipsis icon for the post you wish to create a Timeline activity.
  4. Click the Create a Timeline Activity option. A New Activity screen appears with auto-filled data.
  5. Click Log Activity.

Note: Duplicate entries of the same post are not allowed. Once the user creates a Timeline activity for a post, the Create a Timeline Activity option is replaced with the View Timeline Activity option.

Duplicate Actions on Company Intelligence Posts are not Allowed

Gainsight has turned off the option to create duplicate entries of the actions (Create CTA or Post to Timeline) for the same Company Intelligence post that is already done by other users in both Direct Messages and Channels.

In Direct Messages, the Create CTA and Post to Timeline options are displayed when a user receives a post. Once that user clicks on any of the actions and completes the process then the buttons are changed to View CTA or View Timeline respectively. When a second user clicks on Create/Post options, a pop-up message is displayed regarding action has already been created/posted and the buttons are changed to View CTA or View Timeline after the pop-up message is closed. The options do not change immediately for the other users. If the users click on the View CTA and View Timeline options, they are redirected to the appropriate page in the application.

In Channels, when any user from the channel clicks on the action and completes the process. The options are automatically changed to View CTA/View Timeline to all the remaining users in the channel.  

Rules Engine

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.

Load to Survey Action Type

Use the new Load to Survey action type in Rules Engine to enable automated ingestion of external NPS® survey responses into Gainsight in order to build enriched CX Analytics. Prior to this release, there was no option to automatically import and view the responses and metrics for the same in Gainsight CX. For more information on configuring the new action type, refer to the Load to Survey Action Type article.

Note: Currently, only NPS® Survey Responses can be ingested. In the future, this framework will be extended to cater to CSAT (Customer Satisfaction)/CES (Customer Effort Score) and generic survey responses as well.

LTS1.png

Segments

Segments can be created to fetch a sub-group of customers, relationships, and contacts that meet your selected criteria using source objects. These Segments can later be used as one of the Source types, to add participants in Programs.

Intuitive Identifiers in Segments

Gainsight has added additional options to select all Company/Relationship Person records for the selected Company/Relationships while creating a Segment. 

Use Case: As an Admin, I want to send training material to all people of a customer who has purchased a new product.

For example, in the below image, all the Person records for all Companies who have enrolled for training are included in the final records. If any additional filters are added, they are applied on top of Company/Relationship Contact records. 

9. Segments.png

However, users are allowed to change the value in the Identifier fields as per their requirements.

Sally

With Gainsight Sally, your company can better collaborate through real-time customer insights within their favorite apps. Powered by AI, Sally makes rich Gainsight data easily accessible through simple conversation. Not only can Sally provide answers to a diverse set of questions about your customers, Sally can also update customer data, provide information on health scoring, current risks, and opportunities. Your company can quickly collaborate on the latest customer intelligence to more rapidly deliver customer outcomes across all parts of your organization.

Ability to View Sally Responses in Threads

Users can now view the responses from Sally in Slack for all the interactive actions directly in the threads. This enhancement is also applicable for Company Intelligence post responses.

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.

1. Community logo.png Enhancements on the Person Chart View Configuration 

The following enhancements are now available to improve the Person chart view configuration:

  • Admins now see a preview of the Person widget that is going to appear in People Maps, while configuring the Person chart view.
  • Admins can now add or remove the existing out of the box fields, NPS® Score and Last Engagement Date on People Maps, while configuring the Person chart view. These two fields are now available under Additional Attributes and admins should add at least one of them to the chart view.
    Note: In addition to the out of the box fields, Admins can add a maximum of four fields from the Person and Company Person objects to the Person chart view. 

For more information, refer to the Configure 360 Person Section document.

10. People Management.png

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.

Users can now add quick filters to Timeline based on Activity Type and Date as well as Advanced Filters based on any field from the Company, Timeline, or Relationship objects. They can then save the applied filters as a View so that they can select them quickly at a later time. The combination of Filter and View functionality makes it easier for users to view only the data that is relevant to what they’re currently working on. For more information on Filters and Views, refer to Activity Options.

Previously, users could not edit an Activity’s Type after creating the activity. If they selected the wrong type, they would have to delete the activity and create a new one to revise it. Now, the Activity configuration window includes an Activity Type field. This allows users to change the Activity Type after the activity is created without having to delete the record and lose their progress. For more information on configuring activities, refer to the Log Activities to Timeline article.

11. 6.18 Timeline Activity Configuration Activity Type Field.jpg

The Timeline module previously did not honor Gainsight’s permission framework. This made it difficult for admins to manage what Timeline data users had access to. With this release, user access to Timeline activity will be dependent on permission sets.

If a user does not have permission to view specific Company or Relationship records, they will not see the activity from those records in their Timeline view. Admins can configure permissions under Administration > Data Permissions. For more information on configuring permissions, refer to the Data Permissions article.

Note: Users that have access to a Company record, but not a relevant Relationship, will be able to see the activities logged at company level, but not the activities logged at the relationship level.

Honor User Profile Images for Activity Author

Gainsight users have the ability to upload profile images as part of their user profile, but previously there was no way to display this image within Timeline. Now, user profile pictures are displayed next to the author field for each activity entry, making it easier to quickly identify who created the activity. If no image is available, the author’s initials are displayed instead. For more information on configuring user profile pictures, refer to the My Profile Settings for Users article.

12. 6.18 Timeline Redesign Activity Author Profile Picture.jpg

Previously, it was not possible to display timeline comments in reports. With this release, admins can report on timeline comment data by selecting the Activity Comments object as their data source. For more information on configuring reports, refer to the How to Build Basic Reports article.

13. 6.18 Timeline Report on Activity Comments.jpg

Previously, Company Person records marked as inactive would still display in the External Attendee search. This made it harder for users to find relevant Company Person records and made the External Attendee search more time consuming. Now, Company Person records marked as inactive will no longer display as available options in the External Attendee search making the process clearer and easier to use.

Admins can now map single-select dropdown fields from SFDC to fields of the same type in Gainsight. For more information on syncing SFDC data to Timeline, refer to the Integrate Salesforce Activities in Gainsight Timeline article.

Note: This enhancement will be available in your orgs from Oct 10, 2020.

Honor Person Search Configuration for External Attendees

Admins can select which fields are searchable for a Person search. Timeline External Attendee search now honors these custom settings, giving admins more control over how users search for Person records. For more information on configuring Person search settings, refer to the Configure 360 Person Section article.

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Sightline Vault

Gainsight’s Sightline Vault provides access to pre-configured solutions built by Gainsight and the broader Gainsight community that help you effectively utilize Gainsight features and incorporate best practices into your Gainsight instance. This not only allows you to see value faster, but significantly reduces the amount of time and effort your team spends setting up/configuring Gainsight. Automatically configure a predefined set of assets – such as Reports, Rules or Scorecards – which your admin can select and deploy. Admins can customize this configuration after the asset is deployed.

New Solutions Added in Sightline Vault 

Twenty new solutions are added under Customer Onboarding, Support, Customer Success Plays, and Surveys & Feedback Solution Types in Sightline Vault. Admins can now install the following solutions which are added for each Solution Type:

Customer Onboarding 

  • Customer Launch: You can make a strong second impression to your customers with a well-executed Launch process. A Rule creates a CTA with a playbook containing a list of action items for a successful customer launch.

Support

  • Support Solution: Convert your support data into actionable insights to enrich support experience. This solution works with Out of the Box (OOB) jobs of Zendesk connector.

Customer Success Plays

  • Stakeholder Alignment Outreach: Your management team can build and maintain strong relationships with customer executives to increase retention and expansion.

  • Sentiment Health Score: Sentiment Risk is a scorecard measure where your CSMs record their perspective on the customer’s health. You can use this workflow to define, capture, visualize, and act on customer health.

  • Engagement Health Score: Establish regular communications schedules with your customer’s executive decision makers to get critical relationships and information which paves the way for renewals and expansion.

Surveys & Feedback

  • NPS® Reporting: Net Promoter Score (NPS®) is an industry standard for measuring customer loyalty. You  can use this dashboard to gain a deep understanding of both your NPS® trends and individual responses, and share these insights across your organization.

  • Post-Churn Feedback Survey: If a customer churns, you can understand the primary causes for the discontinued relationship such as main reasons for churn, highest churn influencers, additional comments and recommendations.

  • Internal Gainsight Usage Survey: Assess the Gainsight values provided to your CSM team such as Gainsight product effectiveness, daily usage, feature usage, and time saved.

  • Implementation Survey: Capture customer’s feedback on a project and learn lessons for the future project implementation process. This survey contains questions such as overall satisfaction with the implementation process, training and access level of satisfaction on various attributes of project implementation.

  • CSM Satisfaction Survey: Evaluate customer satisfaction specifically with your Customer Success Manager (CSM) by sharing a survey with questions such as overall CSM satisfaction, CSM advocacy, and CSM engagement level. 

  • Customer Service Feedback Survey: Capture customer’s feedback on the customer service experience by sharing a survey with questions such as customer service quality, understanding, and recommendations.

  • Customer Effort Score (CES) Survey: Understand customers' satisfaction with your issue resolution by sharing a survey with questions such as level of ease in handling issues and areas for improvement.

  • Post-Launch Survey: Gather customers' initial feedback soon after they launch your platform by sharing a survey with questions such as the most valuable feature, time saved, and biggest challenges in launching the platform.

  • Customer Advocacy Survey: Determine which customer contacts are willing to recommend Gainsight by sharing a survey with questions such as company name, customer age, and willingness to be an advocate.

  • Post-Event Survey: After a major company event, evaluate your customer and prospect's overall experience by sharing a survey with questions such as probability to recommend, most valuable takeaways, and areas for improvement.

  • Cross-Functional Survey: Get holistic feedback from customers on cross-functional departments like Sales, Support, Customer Success and Product teams by sharing a survey with questions such as probability to recommend, rating on various attributes of your product and areas for improvement.

  • Internal Product Marketing Survey: Assess the effectiveness of your product marketing content by sharing a survey with questions such as satisfaction on sales content, company website effectiveness, product packaging, and ease of use.

  • Product Cross-sell Survey: You can grab the customer’s interest towards your other products and interest in knowing more about them, which they have not purchased by sharing a survey with questions about awareness of other products. 

  • Initial End User Training Survey: Gather feedback from your customers' end users after they complete their initial product training by sharing a survey with questions such as most valuable features, overall satisfaction, and enablement moving forward.

  • Customer Satisfaction (CSAT) Survey: Evaluate overall customer satisfaction with your company by sharing a survey with questions such as product satisfaction, team satisfaction, and overall satisfaction. 

Manually Select Assets Before Installing a Solution 

Admins can now manually select the required Assets in the Get Started > Assets Selection page before installing a Solution in their org. The selected assets are validated to check if they are already existing in the org in the Assets Validation page. 
Note: You can now Clear All/Select All assets with one click in the Asset Selection page.

For more information, refer to the Install a Solution in Sightline Vault article.