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Gainsight NXT Release Notes 6.29 October/November 2021

Gainsight Release Notes Version 6.29 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: introductions and modifications in every release.
  3. Enhancements (per module): improvements made in the existing product capabilities.

Notes: 

  • From V6.25 release, a few changes have been implemented in the Release Notes structure. The modules are now categorized based on the following four product areas: Customer Success (CS)Customer Experience (CX)Revenue Optimization (RO), and Platform. The information/modules in each category is/are in alphabetical order. This is to ensure that the information in the release notes is more organized and easily searchable/consumable by our customers.
  • The GIFs in this document are 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 to 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.
  • Horizon.png: This symbol indicates that the enhancement was made as part of the Horizon Experience (H) project.

Announcements

Surveys

Global Survey Admin Settings

IMPORTANT: The following enhancement will be available in your orgs with December, 2021 release.

Gainsight introduces a new functionality called Survey Settings that would determine how Net Promoter Score (NPS®) and Customer Satisfaction (CSAT) are calculated within Gainsight. 

Key Functionality:

  • Admins can select a time period for response aggregation.
  • Configure and decide the view of NPS®. The view can be in True NPS® or Average NPS® format, you can either select All Surveys for NPS® or specific surveys via Choose a Survey.
  • Configure and choose the view of CSAT survey, you can either select All Surveys for CSAT or  specific CSAT via Choose a Survey.
  • When there are no new Survey responses, you can choose previous data to be carried forward for NPS® and CSAT.

Connectors 2.0 Horizon Experience Update

With the next v6.29 release, Gainsight will automatically upgrade Connectors 2.0 to the Horizon Experience. After the upgrade, if you are using Zendesk and Snowflake connectors then you need to do a few things as mentioned in the FAQs article. Other existing connections will continue to operate normally after the upgrade, and they will not require any action on your behalf.

If you have any technical questions or issues regarding this update, please contact Gainsight Support.

Note: This announcement is only applicable to customers who use Connectors 2.0 without the Horizon Experience.

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.

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 surface the most relevant view of usage data across your customer base.

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

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

 Simplified Dashboard Configuration with Horizon Experience
IMPORTANT: The following enhancement was deployed in your orgs on October 19, 2021.

Gainsight has revamped the Dashboard Configuration in Adoption Explorer project with new labeling, navigation and guided steps in creating the dashboard and usage reports. Formerly known as Layouts, the Dashboard Configuration tab displays the list of dashboards and the usage reports.

For more information, refer to the Layout List View and Create New Layouts article.

Ingest Module Level Usage Data from PX Custom Exports
IMPORTANT: The following enhancement will be available in your orgs from November 17, 2021.

Ingesting module-level usage data from Gainsight PX into Adoption Explorer objects is now possible. This usage data helps you analyze and track adoption for each module and make informed business decisions. For example, module Alpha is used most by your end users and module Gamma gets the least adoption. Module-level usage data from PX helps you analyze such instances and your team can start advocating users towards adoption of the least used modules and identify areas of improvement or also initiate engagement or email campaigns to targeted users.

For more information on how to ingest custom data from PX, refer to the Enable Gainsight PX Data in Adoption Explorer article.

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.

Note: Share this updated e-learning on Cockpit & Playbooks with your Gainsight users.
 Visual Cue for CTA Detail View

When users hover over a CTA in the Cockpit list view, the Details prompt will now appear beside the name of each CTA. Users can click the prompt to see the Detail View of the CTA.

For more information on the CTA Detail View, refer to the Call to Action Detail View (Horizon Experience) article.

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 Sort CTAs by Owner

Users can now click on the owner column in the Cockpit list view to sort CTAs alphabetically by owner. This makes it easier for admins to assess the workload of each CSM.

For more information on sorting CTAs in Cockpit, refer to the Cockpit List View (Horizon Experience) article.

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Sally

Click here to expand for more information on 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.
Follow/Unfollow Multiple Companies in Slack Using a Query

Users can now follow or unfollow multiple companies in Slack using follow all companies or unfollow all companies query respectively. The query returns a list of accessible companies as a direct message. Users can then select the checkbox next to each company to follow or clear the checkbox to unfollow.

For information on how to follow/unfollow multiple companies using a query, refer to the Gainsight Notification in Slack article.

Scorecard

Click here to expand for more information on Scorecard
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 Rules Engine. Scorecards provide you with the flexibility of using numbers, letters, or colors as grading schemes.
 Horizonized Scorecard Section in C360

Gainsight has revamped the C360 Section in the Scorecard project with new horizon compliant components.The UI now scales in a much more intuitive and usable manner, the experience is now consistent across the Summary and list views in C360, Mass edit, and Renewal center. Following are a few of the key benefits.

Key Benefits:

  • Instead of a partially filled circle, a complete circle is displayed for Overall and Group Scores.
  • Enter the values with the enhanced slider component.
  • Differentiate between a no score and a zero score in the score history.
  • Week label is displayed when the user hovers over the score history. 
  • The third pane now contains all the information about the measure, score updates
  • You can now automatically open the timeline composer by clicking the 'Log Activity' checkbox.

For more information, refer to the View and Update Scorecard in 360 article.

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!
 Note Templates for CSMs

Gainsight introduces the Note Templates that help you to select templates for Timeline > Notes that make it easier and faster to log Timeline activities.

Key Highlights

  • A preview of the Template is visible before you apply it in the Notes.
  • You can modify the text from applied templates while writing the notes.
  • Admins can compose the Note templates in the Administration (Timeline).
  • Admins can configure the templates with different Activity Types. This makes it easier for the users to select templates based on the specific activity type.

Refer to the video for a glimpse of this enhancement. 

For more information on how admins can configure Note Templates, refer to the Configure Note Templates article.

To create a new Note Template:

  1. Navigate to Administration > Timeline > Note Templates
  2. Click Create Template. The Create New Template pane appears.
  3. Click Create. The Note Template is created.

For more information on Notes Templates, refer to the Log Activities to Timeline article.

Enable Searchable Fields in Timeline

With the next v6.29 release, Users can now search for Strings and Lookup fields for CTAs and Cases. The Search for such fields can be enabled by navigating to Administration > Timeline > Associated Records.

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.
Configure Programs without Overwriting Concurrent Changes

Admins can now edit programs without worrying about their configurations overwriting the selections of other users who might be simultaneously editing the program. If multiple users edit the same program, the user who opened it first will be able to edit and save as expected. The other editors will receive the following error message if they attempt to save their instance of the program:

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After receiving the error, users must refresh the page before they can save the Program. The refresh will load any changes made by the first editor. This prevents the changes from being overwritten.

For more information on configuring programs, refer to the Configure Model and Emails for Programs article.

Refresh Segments before Publishing

Admins can now configure Segment sources to refresh their participant list immediately before a program syncs participants. This makes it easier to keep Segment sources up-to-date. Admins can select this option on the Properties tab of the segment configuration page.

For more information on configuring participant sources, refer to the Segments article.

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Configure New Options for Segment Identifiers

Segment sources have new configuration options Admins can use to define identifiers for unique participants. On the Properties tab of the segment configuration page, they can configure the “Identifier Type” and “Contact Identifier” fields to select an identifier for participants based on the Segment’s source object.

For more information on configuring participant sources, refer to the Add Participants to a Program article.

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Revenue Optimization (RO)

Gainsight 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

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.
Log New Timeline Activity from Opportunity Fields

Create a new Timeline Activity directly from the Opportunity details page using the Log to Timeline option available while editing the rich text fields. This option is available both for in-line editing of the Opportunity list view and from the Opportunity details page 

Example Business Use case

Your organization wants to strengthen collaboration between Sales and Customer Success teams by allowing Sales to relay Opportunity information to Gainsight Timeline. The Log to Timeline option facilitates this by allowing CSMs to log new activities from Opportunity details to Timeline.

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Admin can configure the fields to edit by navigating to Administration > Revenue Optimization > Renewal Center > Log to Timeline.

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Notes:

  • Changes made to the opportunity fields are synced to SFDC.
  • Changes made to any rich text field in Timeline are retained in Gainsight and not synced to SFDC.
Click here to expand for more information on Company Intelligence
Company Intelligence (CI) alerts users to external business events for their accounts and provides them the capability to act when necessary. 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
New Company Intelligence Signals

The following two new signals  are added in the Company Intelligence Configuration that notify users about important milestones in the business journeys of their customers' and competitors':

  • Business Expansion: This Signal notifies users about the business expansion such as new branch opening information about their customers.

  • Product/Service Launch: This Signal notifies users regarding new product or service launch information about their customers. 

Note: These signals are available to the existing customers, but are not activated by default. Contact your Gainsight Administrator to activate these signals.

For more information on Company Intelligence signals, refer to the Configure Company Intelligence article.

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Sightline Vault

Click here to expand for more information on 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 with the click of a button. 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.
New Solutions for Scorecards 2.0

The following new solutions are now available in Sightline Vault:

  • Reset Stale Scorecards Measures:

    • Category: Productivity

    • Description: Create a rule to set expired and outdated scorecard measures to NA. This helps keep scorecard measures accurate and consistent.

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  • Seed Unified Scorecard Fact:

    • Category: Productivity

    • Description: Create a rule to set a Null score for each customer measure without a score. This ensures a record is created in the Unified Scorecard Fact object for all customers, including those without scores.

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For more information on available solutions, refer to the Solutions in Sightline Vault article.

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.

Data Designer

Click here to expand for more information on Data Designer
Data Designer makes it easier for you to discover richer, more meaningful insights from your customer data. It provides a simple, easy-to-use solution to merge and transform your data, then make it accessible across the Gainsight platform for further analysis and exploration.
PX as a Source in Data Designer

You can now add PX as a data source and can use the data from PX to analyze and create Dataspaces in Data Designer. 

Prerequisite: To fetch data from PX, you must first create a PX connection in the Connectors 2.0 page. For more information on this configuration, refer to the Gainsight PX Connector article.

Business Use Case:  Fetch aggregated custom events data from PX into Data Designer and merge them with Company information in Gainsight to get usage data by ARR segments, Health Score segments, etc.

To use this enhancement, navigate to Administration > Data Designer, and open an existing dataset or create a new design. In the Preparation tab, under the Data Source dropdown list, you can now see PX along with existing data sources.

For more information on how to use PX in Data Designer, refer to the Use Data from PX in Data Designer article.

Picklist Labels

In Data Designer, users now have the option to select the data type required to be fetched from a Picklist as a GSID or Label (String) data type.

Business Use Case: Users can Duplicate a picklist to a string. Use string for processing picklist in reporting.

For more information on how to use Picklist, refer to the Preparation Details in Data Designer article.

HTML Tags in Rich Text

Gainsight now provides an option to remove the HTML tags from the Rich text Fields selected in the Data Designer.  Benefits of the HTML Tags are:

  1. The HTML Tag automatically detects Rich Text fields.
  2. Default state preserves HTML tags with an option to strip off HTML tags.

  3. Useful for S3 export and important for single data consistency.

Remove the HTML Tags by turning the Toggle off in the Fields section.

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For more information on how to use HTML Tags, refer to the Preparation Details in Data Designer article.

Rules Engine

Click here to expand for more information on 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.
 Summary Ribbon in Rules List Page

The Summary Ribbon icon is now available on the Rules List page in Rules Engine. Clicking the Summary Ribbon icon displays metrics such as “Total Rule Run Time”, “Failed Rule Runs”, “Tasks Fetched”, “Frequently Running Rule Runs” and so on.

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Some metrics have an Analyze [Call to Action] option. Admins can click this option to view more in-depth information about the metric. These options give admins a clear idea about which rules failed and which ones have a long run-time.

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Previously, there was no way for admins to see which rules failed. Now, admins can click Analyze [Call to Action] under the “Failed Rule Runs” metric and get optimized information about the failed rules. They can then review the information and take necessary actions if needed. The following image shows the analysis of the Failed Rule Runs - Last 60 days metric.

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Click the three dots icon in the Summary Ribbon to see its entire list of metrics. The metrics can be reordered simply by clicking and dragging them. The selected metrics will appear under the Summary Ribbon for quick access.

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For more information on the Summary Ribbon, refer to the Rules Engine List View, Rule Chain View, and Timeline View article.

Configure Rules to Run in Parallel

Admins can now select to run multiple rules in parallel at the same time. This allows rules to run at their scheduled time, even if other rules with the same dependencies are already running. Admins can select the run preference of each rule by navigating to the Rule Configuration Page > Schedule. The following preference options are available:

  • Optimize run with other Rules: Select this option to stop other rules from running while this rule is running if they are dependent on the same objects. This option is selected by default.

  • Run independent of other Rules: Select this option to allow all other rules to run in parallel with this rule while it is running.

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For more information on scheduling rules, refer to the Schedule and Execute Rules article.

Connectors

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Connectors are integrations that are offered out of the box for you to connect the varied data sources and sync up information into Gainsight.
Sync Google BigQuery Views in Gainsight

Admins can now sync Google BigQuery views and leverage them as source objects in Gainsight to create data jobs. A view is a virtual table defined by a SQL query. To sync newly created views from Bigquery to Gainsight, admins must re-authorize the BigQuery connection from the Connections page.

For more information on how to sync views in Gainsight, refer to the Google BigQuery Connector article.

unnamed17.pngAdditional Resources