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Gainsight Inc.

Gainsight NXT Release Notes 6.22 February 2021

Gainsight Release Notes Version 6.22 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. Enhancements (per module) describe improvements made in the existing product capabilities.
  3. Issues Addressed section contains issues that are fixed in this release and also issues reported by customers.

Notes:

  • 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.

Announcements

Cockpit on Horizon Experience

Gainsight always strives to provide our users with the best product experience; Gainsight is now planning to enable the Cockpit on Horizon Experience for all the customers with the April Patch release. 

Gainsight recommends you to prepare your team for the new experience and learn about this improved version of Cockpit through various related articles listed here. You can also enable this feature from the Administration > CTA page much before the April Patch release. For more information on how to enable this feature, refer to the Cockpit New Functionalities and Improvements article.

Horizon Analytics (Reporting and Dashboards)

IMPORTANT: We are excited to announce that we have redesigned and improved the performance of our existing Report Builder and Dashboard Builder features, powered by Gainsight Horizon Experience. Check out this 1-min. video for a glimpse of the Horizon Experience in the Gainsight applications! 

We are rolling out the Horizon Analytics feature in a phased manner. We have turned on the preview phase for a few customers in this release.

In the preview phase, you can continue using the existing Reporting feature for the production purposes while you test, learn, and explore the new version of Reporting. The existing reports and dashboards are already migrated to the new Reporting environment to make it easy for you. We will also migrate (upsert) all the new reports created in the old Reporting feature to the new one when we make it available in approximately four weeks from the customer release.

The Horizon Analytics has new capabilities such as responsive charts and dashboards, flexible dashboards with more widgets (Image, Web Page, Rich Text), etc. 

Following are the major advantages of Horizon Analytics:

  • New and improved User Interface based on the Gainsight Horizon Design System.
  • Easy access to a list of Reports and Dashboards.
  • Easy to share your Report and Dashboard through PPT or Link.
  • Ability to retrieve the deleted Reports or Dashboards from the Trash folder.
  • Easy to enable/disable the Report data downloads (including external links)
  • Easy to enable/disable the lazy loading of Report Widgets.
  • Easy to select the Color palette, either Gainsight Defaults or Custom Colors.
  • Simplified drag and drop capability for adding fields to the Report.

For more information on the new functionalities in Horizon Analytics, refer to the Horizon Analytics articles.  

Enhancements

Adoption Explorer

Adoption Explorer (AE) 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. AE 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 levels along with their entitlements. Using the ingested data, admins can define new derived fields without the need for Rules Engine.
Tip: Admins are invited to live instructor-led training on Adoption Explorer in January or April!

Ability to Fetch Adoption Explorer Logs via APIs

Gainsight now allows admins to fetch Adoption Explorer (AE) Project execution status, using Rest APIs. Prior to this release, there was no way admins could access and check the status of the AE Logs from the external systems. Sometimes, this became extremely critical for some of the customers, especially who were in the security businesses.

Example Business Use Case: All the teams who benefit from accessing AE do not always use Gainsight. Such customers expect better Gainsight integration with the systems of their choice. In such scenarios, AE APIs allow customers to access and check the AE job statuses from their external systems. Customers who have the development resources can use these APIs to build tighter and more customized integrations between Gainsight and other systems they use. 

For more information on how to fetch AE Logs via APIs, refer to the Adoption Explorer APIs article.

Summary Ribbon Widget

Adoption Explorer now added a new chart type called “Ribbon” to the chart options. This chart type allows Admins/Users to group a set of metrics in a single widget to give a summary or overview of the information. Visualization of the AE Layouts is now possible using this new chart type. 

Note: The set of metrics you can group can include both Measures and Dimensions.

To use this enhancement, navigate to Administration > Adoption Explorer > Click any project > Layouts > Usage Section >  Preview > Chart Type.

Example Business Use Case: Account overview or User overview are some of the best examples. For instance, there is a renewal up for a customer, and CSM wants to view a set of metrics such as Total Licenses, Used Licenses, and License Expiration/Renewal Date in a single widget, to get a holistic analysis of the information.

For more information on how to create a Ribbon Chart, refer to the Create Usage Section in a Layout article

In the Benchmark Usage Section, admins/users can now apply Dynamic Filter conditions on the Benchmark report other than Static Filter conditions. The benchmarking field can be anything such as the Industry, Location, ARR, Company Stage, etc. depending on the business need.

To use this enhancement, navigate to Administration > Adoption Explorer > Click any project > Layouts > Benchmark Usage Section.

Example Business Use Cases: 

  • A CSM wants to filter and compare a Company’s ARR with a group of Companies ARR that fall under the same Industry.  
  • A CSM wants to filter and compare a Company’s ARR with a group of Companies ARR based on the Location. 

For more information on how to apply Dynamic filter conditions on the Benchmark report, refer to the Create Usage Section in a Layout article.

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.

Increased limit of CTA Types

Admins can now create up to 50 custom CTA Types per entity. At GLOBAL level, admins can add 45 CTA Types, apart from the five pre-configured Gainsight CTA Types. Admins can also view the count of active and inactive CTA Types. Previously, a maximum of 20 custom CTA Types was allowed by Gainsight. For more information on the limitation of CTA Types, refer to the Configure CTA Types, Reasons, Priority, Snooze article.

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Ability to Create CTAs only if the Previous is Closed from Rules Engine

In the Create CTA Rule Action Type, Gainsight has now made an enhancement to avoid triggering of CTAs based on the same event.

In the Rules Engine > Create Rule > Setup Action > Call to Action 2.0 action type, when the admin selected “Create CTA once inX days checkbox, the system triggered CTAs after X+1 days irrespective of the previously triggered CTA’s status (open/closed) due to which the CSM’s Cockpit page was piled up with several CTAs based on the same event. 

To overcome this situation, admins can now select the “Do not create the CTA if the previously created is not closed” checkbox to avoid triggering of CTAs based on the same event. For more information, refer to the Creating and Closing CTAs from Rules Engine article.

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CTA No Longer Appears in ‘MY CTAs’ View When the Task Owner Closes the Assigned Task in the Same CTA

When a user is not the owner of the CTA but has closed the assigned task in that CTA, then the CTA no longer appears in 'My CTAs’ view of that particular user.  For more information about Cockpit, refer to the Cockpit List View article.

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Company Intelligence

Company Intelligence (CI) alerts users to critical news and events for their accounts and enables them to quickly take action. 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.

Highlight New and Unread Notifications in CI Section of C360

CSMs using Company Intelligence in the C360 section are now notified if there are any new posts available. CSMs can view the number of unread notifications highlighted in red when landed on the C360 page of the customer for which Company Intelligence is configured in C360.

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However, when a CSM clicks on the Company Intelligence section, the highlighted number against the Company Intelligence section disappears immediately and the unread posts inside the Company Intelligence section in C360 are highlighted with red dots. These red dots indicate that these are the new posts and disappear only when the CSM moves to a different page.

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In-App Company Intelligence Notifications

Gainsight now displays the Company Intelligence posts under In-App Notifications for the Companies that users follow. This enhancement keeps the users (CSMs, Account Managers, or Executives) informed on time so that they can take relevant action to either upsell or avoid churn.

In the My Settings > Notifications page, the On Gainsight checkbox must be selected for the Company Intelligence event to receive the in-app notifications.

Note: The in-app notifications are applicable only for the posts received through the Company Intelligence section on the C360 page.

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An in-app notification contains the following details for each post:

  • Type of Signal.
  • Name of the Company to which the post belongs. The company name is hyperlinked to the related C360 page.  
  • Title of the post which is hyperlinked to the source article.

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The On Gainsight checkbox is selected and grayed out for the Company Intelligence event if the users do not opt for the Company Intelligence feature.

Connectors 2.0

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

Gainsight App Menu in Zendesk

Gainsight App menu support is now available for the Zendesk connector (Horizon Experience). In your Zendesk org, visualize a Company’s summary, attributes, usage data, call to action, and organizational mapping in the Gainsight App menu. For more information, refer to the Gainsight App menu in Zendesk article.

Bulk Mapping of Zendesk Organizations

Bulk mapping feature is now available for the Zendesk connector (Horizon Experience). Map all the Zendesk Organizations to Gainsight Companies to automatically populate the Company name for each Zendesk ticket of a Zendesk Organization. For more information, refer to the Bulk Mapping of Zendesk Organizations to Gainsight Companies article.

Transform Data in Connector Jobs

In the Preparation step of a connector job, admins can now Transform data and Add Case Fields to get more meaningful insights from the customer data.

Example Business use case: The Transform function provides an the capability to create or modify new case fields. The new case fields can be used to modify the external field as per the consumption requirement in Gainsight’s data model. Case fields can be defined to populate different values for different case conditions. For example, External picklist values such as New, Open, and Closed can be modified to Active and Inactive to match Gainsight’s picklist values.

To transform a dataset:

  1. Navigate to Administration > Connectors 2.0 > Jobs tab.
  2. Click Create Job.

Transform1.png

 

  1. In the Name of the Job field, enter a name.
  2. Click Next.

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  1. In the Data Source dropdown list , select a source.
  2. Drag and drop the required object to the Preparation screen.
  3. From the context menu of the dataset, click Transform.
  4. Click Add Case Field.
  5. In the Label field, enter the name for the case field.
  6. In the Data Type field, select the data type as Boolean, Number, or String.
  7. Click Case 1 to expand the view.
  8. Click Add Filter to add a condition as per your requirement.
  9. In the THEN field, select the field and the value to display the resultant data when the set conditions are met.
  10. (Optional) Click +CASE to add another case field by following steps 3 to 7.
  11. In the DEFAULT field, select a value when none of the conditions match.
  12. Click Add.
  13. Click Save.

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.

Pivot Task in Data Designer

The Pivot task in Data Designer allows admins to transform the data available in a single column to multiple columns in one go, to a simplified and actionable dataset based on a scenario. Pivot task creates a column for every single data value in the table column. This enhances the data summarization process thus giving better insights into the data. Prior to this release, when admins tried to compare any data value across records, it used to take a lot of admin time in preparing the data. 

Pivot Function: Pivot rotates a table-valued expression by turning the unique values from one column in the expression into multiple columns in the output.

Key benefits of using the Pivot function:

  • Summarizes data easily

  • Makes data analysis easier

  • Assists in finding data patterns

  • Helps in making decisions faster

Note: Only one pivot can be configured per dataset. 

Example Business Use Case: A Customer Success Director wants to find patterns in CTA Type by CSM and optimize CTA Types, and so on. 

Using the Pivot function, you can directly convert the records (values) in the CTA Type Name column (single column) to multiple columns of individual CTA Type Names, grouped by CSM Name. For more information on how to Pivot on the CTA Type Name field, refer to the Pivot Task in Data Designer article.

Data Management

Gainsight Introduces Data Management APIs

Admins can now fetch metadata of Gainsight Objects and Fields using Rest APIs. Customers who have the development resources can use these APIs to build tighter and more customized integrations between Gainsight and their systems/applications. For more information on how to use these APIs, refer to the Data Management APIs article.

Business Use Case: When a customer wants to integrate their application with Gainsight. The customer would want to understand how the data is stored in Gainsight, that is the structure of metadata in a Gainsight Object. Such customers can use these APIs to fetch the metadata and get an understanding of it, without logging into the Gainsight application.

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!

PX as a Source in Query Builder

Admins can now select PX custom events as one of the participant sources in the Query Builder source type. Admins can select this source to improve customer journeys based on usage data. Like any other source/object in Query Builder, admins can add show fields/filters based on the selected PX custom event and also perform merge/transformation tasks.

Note: Admins must first configure the PX Connector in the Gainsight CS application. For more information, refer to the Gainsight PX Connector article.

Business Use Cases:

  • Admins want to track the users who viewed article 1 or article 2 in the last 60 days.
  • Admins can find the list of users who used the new application more than 10 times in the last 30 days.

To configure PX as a source in Query Builder:

  1. On the Participants Configuration page, click the +SOURCE button and select Query Builder.
  2. Enter a name for the Query Builder source. 
  3. Click SAVE.
  4. Click DATASET TASK. The New Dataset Task page appears.
  5. Select the name of the PX connection which you have configured.
    Note: By default, Custom Events is selected in the events dropdown.
  6. Select the source product name for which you have configured the custom event.
  7. Select the event.
  8. Click and drag the fields that you want to query to the Show section.
  9. Click SAVE to create a query based on all Event attributes, account, and user attributes.

Limitations: The following are some of the limitations in using PX usage data:

  • The Date field is mandatory and it must be bounded such that you need to have a start date and end date.
  • Only the data from the past 180 days is considered.
  • Event level data is not supported. Gainsight always aggregates EventID to Count (EventID) when dropped in the Show section.
  • Only 100K records are fetched per rule.

Horizon Report Builder in Journey Orchestrator

Horizon Report Builder is now available in Journey Orchestrator both as part of the email content as well as when mapping report tokens.

For more information on how to share reports through programs, refer to the Sharing Reports with Programs article.

Note: If a program consists of an attachment and the report is previewed, an ‘All attachments cannot be viewed’ warning message is displayed. To view the attachment, admins can either send a test email or even download the attachment.

Reporting on Journey Orchestrator Custom Fields

Journey Orchestrator custom fields are now available to generate reports from Report Builder as well as used as a source in Query Builder under the AO Participants Custom Fields object name. Previously, the custom fields mapped in the program were not shown in the Report Builder and in Query Builder. 

Limitation: The actual custom field names are not available in the object since it is common across programs. It has generic names such as String1, String2, Date1, and Date 2. However, admins can update the names in the Report Builder.

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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.

PX as a Source in Rules

Admins can now fetch custom event data including Account/User and Global context attributes for custom events from Gainsight  PX custom events and perform any actions in Rules Engine. In the Setup Rule screen, admins can select the PX Connection and Product Name, for which all the configured events are displayed for selection. Like any other source/object, admins can add show fields/filters based on the selected event properties and also perform merge/transform tasks.

To fetch PX usage data, admins must configure the PX Connector in the Gainsight CS application. For more information, refer to the Gainsight PX Connector article.

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Limitations: Following are some of the limitations in using PX usage data:

  • The Date field is mandatory and it must be bounded such that you need to have a start date and end date.
  • Only the data from the past 180 days is considered.
  • Event level data is not supported. Gainsight always aggregates EventID to Count (EventID) when dropped in the Show section.
  • Only 100K records are fetched per rule.

Support of Load to Gainsight Object Action Type in Real-Time Rules

Real-Time Rules now supports Load to Gainsight Object action type to load data into Gainsight objects. This action type is designed with a new field mapping experience where admins have to first add the fields for which they want to map. This is to provide an optimal experience, performance-wise, when there are a large number of fields coming from the event.

Limitation: Currently, this action type only supports Insert operation on Low Volume Custom Objects.

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Sally

Sally Quick Insights Upgrade

IMPORTANT: Customers who have access to Sally and are onboarded to new Horizon Analytics will only be able to access the upgraded Quick Insights in Slack.

Previously, admins had to create a separate Quick Insight report in the Administration > Quick Insights page. The report was then cloned from the parent report and created a duplicate report in Sally instance, which was accessible for Sally users. The major disadvantage of this procedure was any change that was made to the parent report is not reflected in the quick insight report and vice versa. Gainsight is now upgrading the Sally Quick Insights feature with the Horizon Report Builder to increase the adoption of Quick Insights in Sally.

In Horizon Report Builder, admins can mark a report as a Quick Insight in the following two ways:

  • In the Administration > Report Builder (Beta) page, click the Context Menu of the existing report to be marked as quick insight and select the Mark as Quick Insight option.

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  • In the Administration > Report Builder (Beta) > Create Report, select the Mark as Quick Insight option while saving a new report.

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After the report is marked as Quick Insight, the report is accessible to all the Sally users. Any modifications to the report immediately reflect on the new Quick Insight report requested by the user. 

Note: A warning message appears when an admin tries to delete a report that has been marked as Quick Insight. 

Only the users who have access to Sally in Slack are allowed to mark a report as Quick Insight.

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In Slack, all the tabular reports can be downloaded in excel format and the remaining chart reports are available in image format.

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Assign CTAs to other Gainsight Users from Slack

Users can now assign CTAs to other Gainsight users when creating CTAs through:

  • Slack Slash Command
  • Slack Actions
  • Sally Menu
  • Company Intelligence News Posts

Previously, while creating CTAs from Slack, users could only assign them to self or CSMs.

Note: Users can assign CTAs to any user irrespective of license type and must search with a minimum of three characters.

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 Rules Engine. Scorecards provide you with the flexibility of using numbers, letters, or colors as grading schemes.

Beta: Scorecard Widgets Designed for Clarity and Efficiency

In addition to the new Horizon Analytics, we have also redesigned and improved the look and feel of scorecard reporting with Scorecard Widgets.

Note: Starting with this release, early access to Scorecard Widgets has been rolled out in a Beta phase to the existing Horizon Analytics preview phase participants.

Admins with access can now configure Scorecard Widgets through the new Visualization tab on the Administration > Scorecard page. The Visualization tab is powered by the Horizon Experience and designed to be intuitive as well as consistent with other reporting features in Gainsight.

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The enhanced Scorecard Widgets have new capabilities and tools which are designed specifically for scorecard data.
 

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The following are some of the major advantages of the new Scorecard Widgets:

  • New and improved User Interface based on the Gainsight’s Horizon Design System.
  • Enhanced and redesigned Scorecard Report Builder pages.
  • Alerts for stale scores and exceptions in Reports and Dashboards.
  • The ability to highlight and filter for stale scores and exceptions in Reports and Dashboards.
  • Unique icons for scorecard groups and scorecard measures to make them easily distinguishable.
  • Easily separate manual measures, automatic measures, and groups.
  • Create reports directly from the Scorecard administration page.
  • Easy to use drag and drop functionality to build reports.
  • The ability to freeze column widths.
  • The ability to view comments and the “Last modified date” field in separate columns.

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For more information on the new Scorecard reporting functionalities, refer to Beta: Scorecard Widgets Overview.

Success Plans

With Success plans, you can capture, track activity, and share progress on your customers’ key goals using Objective CTAs and their associated Tasks. Admins can create Templates for Success Plans to ensure a consistent approach to developing customer goals.

Gainsight Introduces Success Plan APIs

Admins can now fetch, create (with or without Objectives), update Success Plan, and get Success Plan configurations using Rest APIs.

Success Plan helps admins capture, track activity, and share progress on the customers’ key goals using Objective CTAs and their associated Tasks, but not all teams who benefit from accessing Success Plan always use Gainsight. They might have systems of their choice and expect Gainsight to integrate better with them. Customers who have the development resources can use these APIs to build tighter and more customized integrations between Gainsight and other systems they use. These APIs give Admins the capability to integrate Success Plan data and build out these workflows in other systems. 

For more information on how to use these APIs, refer to the Success Plan APIs article.

Example Business Use Cases:

  • Capture your customer’s strategic goals and easily share progress updates with them.
  • Automatically trigger Success Plans at important milestones in a lifecycle to ensure proper hand-off from one stage to another.
  • Create individualized Success Plans to track the progress of granular customer relationships for various products, departments, or locations.
  • Monitor goal attainment and visualize your project progress with intuitive Gantt Charts.
  • Track team performance against customer objectives by incorporating Success Plan metrics in your management dashboards.

Issues Addressed

Rules Engine

  • Unable to Display Filters in Rule Preview When Account Type is Fetched: Previously, filters were not displayed when the rule having Account type data is previewed. This issue is now resolved and admins can see the filters of the account type data rule when it is previewed.