Gainsight NXT Release Notes 6.21 January 2021

Retirement of Rules Engine Action Types

With this release, Gainsight will be retiring the following load to action types from Rules Engine due to less utilization by customers:

• Load to Customer Products 
• Load to LRM Trends

Multi-Currency Support in Cockpit Horizon Experience

The new Cockpit (Horizon Experience) now supports the multi-currency feature. For more information on multi-currency impacts on the new Cockpit, refer to the Multi-Currency Impact on Cockpit (Horizon Experience) article.

Ability to search and populate values in the Lookup Fields in Person Detail View with the Company/Relationship/User’s Name

In the Person detail view (C360/R360 > Person section), end users can now search for a value in the lookup fields with the company/Relationship/user’s name and populate the lookup value. This enhancement saves time for CSMs while populating values in the lookup fields. Earlier, CSMs had to manually populate GSIDs, Email addresses, or String values in the lookup fields.

These lookup fields should have been configured to lookup to either GSID, Email, or String type fields in any standard object (Company, User, or Relationship) by Gainsight admins. For more information on how to enable lookups, refer to the Add Custom Fields in an Object section in the Basic Operations in Data Management article.

Note: This enhancement is not applicable to the lookup fields in the Person detail view which are looked up to the custom object.

 Create CTAs and Timeline Activities from Slack

Sally in Slack now allows the users to create a CTA or post to Timeline, without logging-in to the Gainsight application. Following are the ways users can create a CTA/post an activity:

• Sally Menu 
• Slack Shortcuts
• Slack Slash Commands

Note: Admins must reauthorize the slack instance in Gainsight if the customers have to use this feature.

For more information, refer to the Using Gainsight Sally in Slack (For End-user) article.

Trigger Backfill from Gainsight PX

In all the Gainsight PX enabled projects, admins can now trigger backfill/historical data from PX seamlessly using the Trigger backfill from Gainsight PX toggle switch. Once this option is enabled, the system automatically regenerates the historical usage data from Gainsight PX and by default loads/runs the data to Gainsight CS. But, admins also have an option to load/run the jobs manually after the data is regenerated to Gainsight CS. For example, admins can set the jobs to run when there is downtime.

Notes: 

• The Trigger backfill from Gainsight PX action can be performed to a maximum of four times a month.

• A maximum of 180 days of historical data can be pulled into Gainsight CS.

Example Business Use Case: For instance, whenever a feature name is modified or a feature event gets realigned in the Gainsight PX product tree, the Start Backfill action in Gainsight PX automatically realigns and reconfigures the usage data and provides the insights accordingly on the PX side. Also, from that day onwards, all the changes in the usage data gets reflected in the Gainsight CS seamlessly.

For more information on Gainsight CS PX integration, refer to the Enable Gainsight PX Data in Adoption Explorer article.

Cleanup the Default and historical data with the new mappings

In all the Gainsight PX enabled projects, with the new capability added to the Project Settings page, Adoption Explorer can now seamlessly pull the newly fixed/updated Parent Group ID on the Gainsight PX side to Gainsight CS, after the job is run. This action cleans up the “Default” data (Default External Company ID and Name) at the Instance level and also updates the historical data. 

This enhancement impacts the Adoption Explorer projects in the following ways:

• Existing PX Projects: Assume, while bringing Gainsight PX data of multiple PX accounts to Gainsight CS, admins might have not selected the Parent Group ID in Gainsight CS, because the ID might have not been fixed on the Gainsight PX side. So, the project in Adoption Explorer pick-ups the default Company ID and Name for all the null records. Now, after a period of time, if the admin fixes the Parent Group ID on the Gainsight PX side and selects the same on the Gainsight CS side as explained in this Enable PX Data in Adoption Explorer article. The new capability in Adoption Explorer can now seamlessly pull the Parent Group ID information from PX to CS and fix/update all the default data (of null records) and historical data, after the next run. 
  
  In all the Instance enabled projects, a radio button named Do you have one Instance associated with only one Company? is introduced on the Project Settings page to allow customers to set the Instance level with the Company. By default the radio button in all the existing PX projects of Adoption Explorer is selected as No. To correct the default and historical data, admins must manually set this button to Yes, save, and run the project to see the new mappings.

• New PX Projects: By default, all the new projects in Adoption Explorer for which Instance level data is enabled, the radio button Do you have one Instance associated with only one Company? is selected Yes. This is to ensure that anytime in future if admin fixes the Parent Group ID on the Gainsight PX side can select the same in Gainsight CS, and Adoption Explorer can seamlessly pull the new mappings information after the project is run. 

• Non PX Projects: For all the new projects in Adoption Explorer for which Instance level data is enabled, admins can select the radio button Do you have one Instance associated with only one Company? as Yes or NO based on the business requirement. For the existing non PX projects, by default this button is selected as NO. 
  
  Example Business Use Case: Assume, there occurred two Events: Event 1 and Event 2 for which ABC and Google have attended Event 1, and Apple and Microsoft have attended Event 2. Here, selecting Do you have one Instance associated with only one Company? No means a single Instance (Event 1) is tied to multiple companies (ABC and Google). 

Filter Solutions in Sightline Vault

Filter the solutions by tags, type of assets and publisher name to find the required solution. Search a solution by its name or publisher, and then filter the search results to find the required solution. For more information, refer to the Overview of Sightline Vault article.

New Solutions Added in Sightline Vault

Seven new solutions are added under Sales & Advocacy, Customer Onboarding, Management Dashboards, and Customer Success Plays Solution Types in Sightline Vault. Admins can now install the following new solutions to reduce the amount of time needed to configure the required solution:

Sales & Advocacy

• Advocacy Tracking: Establishes a recurring process by a rule to identify likely advocates (NPS Promoters) and engage them in advocacy activities.

Customer Onboarding

• Sales to Onboarding Handoff: Automates the customer handoff from Sales to Onboarding, using a survey sent internally to capture key information of the sales experience. Triggers a Call to Action for the Onboarding team if the survey is not completed.
• Welcome Email (Digital Led): After a deal is won, it standardizes the welcome process for a new customer by using the pre-configured email assist template which contains details of the onboarding kickoff plan.

Management Dashboards

• Exec Dashboard: It provides CSMs a dashboard to review and eliminate inefficiencies in key team operations by closely monitoring your customers base conditions such as overall customer wealth, upcoming renewals, company health, customer centric activities, and resources efficiency.

Customer Success Plays

• Sentiment Tracking: Implement a simple workflow to track customer sentiment by their status in timeline and visualize sentiment across customers using report widget in dashboards.
• New Executive (Digital Led): Reduces the risk created by new customer executives by taking the necessary actions at the right time. Supports them to build a new relationship with customers and establishes them as the executive sponsor. 
• Executive Business Review (Digital Led): Creates a consistent Executive Business Review (EBR) process to help the customer appreciate the value that they have achieved and aligned on a path forward. 

Modifications in Events Source

Events source allows users to add participants to a Program triggered by Gainsight’s Event Framework. Events source is now completely flexible and supports all the events configured in Events Framework. Also, the PX custom events can be used in a Program. Using Events as a source in Programs, admins can now:

• Configure filters for the events
• Select lookup fields for filters
• Map lookup fields in the Mapping selection

In the Event source, an Event Source Filter is applied to the source to define which contacts must be added as Program participants. Based on the filter criteria, contacts from the event source are added as participants. Earlier, admins could only add events as sources from Gainsight’s Event Framework without any filters. This change gives Admins more control over the events data they are bringing in for participants.

Additionally, Journey Orchestrator now honors the resolution of Event Fields functionality in the Event Framework. This helps admins to resolve records from the sender of the Event to records stored in Gainsight objects. For more information on the event fields resolution configuration, refer to the Events Framework article.

With the help of the resolving Event Fields functionality, admins can now:

• Select lookup fields for event source filters while:
  • Creating Event Fields
  • Adding Events as a source
  • Using Event Fields in Conditional Wait 
• Map lookup fields in the Mapping Participant Sources section for the selected event source.

End User Configuration of Columns in Custom Views

Custom Views are now enhanced with the capability to configure field columns. End Users can now select the required columns that they want to see in Analyze View Widgets and in the Forecast View table.

Notes: 

• Users can add up to a maximum of 20 columns.
• The columns you configure are not saved automatically. If you need to retain the configuration, edit and save the view.

Delete All Selected Opportunities

Admins can now delete all selected opportunity records using the Delete option in the Data Operations page. Previously when you selected the opportunities using the global checkbox, 100 records could be deleted at a time. With this enhancement when you select the global checkbox and click Select all Opportunities, all the selected opportunity records are deleted.

Modifications in Rules Engine Processing

Gainsight has done the following modifications in the processing of a Bionic rule in Rules Engine:

• Disable Bionic Rules: Rules are disabled in the following scenarios and an email notification is sent to the Admins, if:
  • Any rules that fail to run five times consecutively.
  • Any permanent failures such as; if fields are deleted from Salesforce, Malformed Query, and invalid query filter operator.

• Skip other Instances of a Rule in Queue: Gainsight does not add another instance of the rule to the queue if an instance of a Rule is already present in the queue for execution. For example, consider a rule that is scheduled to run every 2 hours. In this rule, if the rule that needs to run at 6 AM is not completed its run even by 8 AM then the rule which is scheduled to run at 8 AM is skipped. If that rule completes its run by 9 AM then the rule which is scheduled to run at 10 AM is not impacted.
  
  The following are the benefits of this change in processing the rule:

  • Overall waiting time of a Rule in the queue is minimized.
  • Any sub-optimal schedules are automatically taken care of.

Ability to Remove HTML Tags from Show me Fields

If the rich text fields are added in the Show me section of a rule task, the Don’t include HTML tags checkbox is enabled. Admins can select this option, if they want to remove the HTML tags from Rules Engine.

Picklist Mapping

In the Setup Action section of the rule creation, Gainsight now introduces the Customize Mapping option for the admins who want to modify the incoming picklist values. Admins can unselect this option If they want to map the same picklist values.

By default, this checkbox is selected for a rule with a cross data source picklist and mapping is mandatory.  For the same picklist values, this checkbox is not selected. 

Note: Gainsight does not display any inactive picklist values because they anyway cause rules to fail.

Suggestions when Scheduling Rules

Gainsight now suggests the best practices for the admins while scheduling a rule, when:

• No filter is added in the fetch tasks.
• Unused tasks are present in Rules. However, Admins can delete them without any impact on the rule.

New Homepage for Gainsight Analyzer

Gainsight Analyzer now displays a homepage whenever users navigate to the module. The homepage displays widgets for each available analyzer. This enhancement gives users more control over which analyzer they initially open, when they navigate to Gainsight Analyser. For more information on Gainsight Analyzer, refer to the Gainsight Analyzer Overview article.

Restricted Picklist Fields available for SFDC to Timeline Sync 

When admins sync Salesforce activities to Timeline, they can now select restricted picklist fields from SFDC to be mapped to Gainsight fields. The restricted picklist fields can be mapped with GS Dropdown or string fields. This enhancement gives admins more control over how they sync their data.

Note: If the restricted picklist is being mapped to a GS dropdown field, and the values coming in from Salesforce do not match the available GS values, the record sync will fail.

For more information on configuring a Salesforce activity sync to Timeline, refer to the Integrate Salesforce Activities to Timeline article.