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Gainsight NXT Release Notes 6.26 July 2021

Gainsight Release Notes Version 6.26 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.

    playable_gif.png
  • 1._community_logo.png: This symbol indicates that an enhancement originated as a customer suggestion on the Gainsight Community.
  • grey-upgrade.png:  This symbol indicates that an enhancement can be viewed only after the admin configures it in the product and makes it available for the end-users/CSMs.
  • Horizon Image.png:  This symbol indicates that the enhancement was made as part of the Horizon Experience (H) project.

Announcements

Success Plans Horizon Experience

Gainsight has now redesigned the Success Plan, powered by Gainsight Horizon Design System. The Horizon Design System simplifies the product and improves customer experience in every way possible such as improving existing functionalities and adding new enhancements.

This feature will be available in the customer tenants from July 03, 2021.

IMPORTANT:

  • The toggle option to enable Success Plan Horizon Experience from the Administrator > Success Plan page will be available for all the admins of existing customers from July 03, 2021. After enabling Success Plan Horizon Experience, admins cannot roll back their tenants to the Old Success Plan.
  • If existing customers choose NOT to upgrade existing Success Plan to Horizon Experience, they will have 60 days time from July 03, 2021 to continue the experience with existing Success Plan and familiarize with the upgrade through various related articles listed here. After 60 days, all existing customers are automatically upgraded to Success Plan Horizon Experience. For more information on the redesigned Success Plan, refer to the Success Plans Horizon Experience section in this release notes.

Horizon Image.png Rules Engine List View Page and Rule Chain Horizon Experience

Rules Engine is now powered by the Gainsight Horizon Experience. The following areas in the Rules Engine module are redesigned to improve its performance and usability:

  • Rules List view
  • Rule Chain creation
  • Rule Chain List view
  • Rule Settings
  • Rule Scheduling from List view
  • Trigger Rule Chain via an S3 ingest
This feature will be available in the customer orgs from July 08, 2021.

Additional References:

New 

Gainsight Home

Gainsight has always been on the leading edge of CSM productivity. Now with the release of Gainsight Home, CSMs have a single, centralized view of all their most important insights and action items. CSMs can easily configure their Home with a variety of widgets from Cockpit to Timeline; saving time and minimizing the amount of browser tabs needed to work with your customers.

grey-upgrade.png New Gainsight Home for CSMs

This feature will be available in the customer orgs from July 04, 2021 tentatively.

Gainsight introduces a new home page. Gainsight Home is the one-stop workspace for CSMs designed to simplify your day-to-day customer success activities. The new Home page provides you a centralized view of the insights and action items for your portfolio of customer accounts. This reduces the number of clicks to perform actions, eliminates the need to wait for pages to load and reduces switching between multiple browser tabs.

Admins can configure and publish Gainsight Home by navigating to the Administration > Gainsight Home. You can select Gainsight Recommended Home configuration or customize Home with the following widgets: 

  • Summary Ribbon widget - Click here to expand for more information

    The Summary Ribbon widget on Gainsight Home provides a summarized view of the portfolio of customers in Gainsight Home. Admins can select from the out-of-the box attributes such as ARR, health score distribution, NPS® etc or add any custom metrics that are valuable to their business via the KPI report. Admins can display the attributes/metrics either individually or group them into categories. For more information on how to configure the Summary Ribbon widget, refer to the Summary Ribbon Widget section of the Configure Gainsight Home article.

    Summary Ribbon_GS Home.png

  • My Portfolio widget - Click here to expand for more information

    The My Portfolio widget on Gainsight Home provides CSMs with a summarized list of their Companies and Relationships. A CSM can take the following actions within the widget:

    • Filter the list of records.
    • Select fields to hide and display for their personal view.
    • Edit Company and Relationship fields inline.
    • Edit fields for multiple records at the same time.
    • Complete inline searches through columns.
    • Expand the widget to view information in multi-page mode.

    The My Portfolio widget is automatically included in the Gainsight Home default layout. Admins can customize the widget in the following ways by adding it to a custom layout:

    • Select available fields for CSMs to display.
    • Select field display names.
    • Select which fields are editable by CSMs.
    • Toggle ON/OFF the Company and Relationship tabs.

    For more information on how admins configure the My Portfolio widget, refer to the Configure Gainsight Home article.

    For more information on how CSMs add the My Portfolio widget to Gainsight Home, refer to the Gainsight Home for CSMs article.

    pasted image 0 (2).png

  • Timeline widget - Click here to expand for more information

    The Timeline widget on Gainsight Home provides CSMs with the official record of their customers. CSMs can log, view and edit activities in the widget that help them track customer interactions and quickly gather insights. The Timeline widget is automatically included in the Gainsight Home default layout. Admins can customize the size of the widget by adding it to a custom layout.

    For more information on how admins configure the Timeline widget, refer to the Configure Gainsight Home article.

    For more information on how CSMs add the Timeline widget to Gainsight Home, refer to the Gainsight Home for CSMs article.

    pasted image 0 (3).png

  • Cockpit widget - Click here to expand for more information

    The Cockpit widget on Gainsight Home provides CSMs with the access to all the CTAs and tasks they own across customers. This widget allows CSMs to perform the following actions:

    • View CTAs
    • Create CTAs/Tasks
    • Edit CTAs/Tasks
    • Filter CTAs

    Users can also view the overdue CTAs, open CTAs and number of CTAs due this week in the Summary ribbon at the top of Gainsight Home.

    Note: Except creating the CTA Views, CSMs can perform all the activities in the Gainsight Home > Cockpit widget similar to the activities in the Cockpit.

    For more information on how admins configure Cockpit widget, refer to the Configure Gainsight Home article.

    For more information on how CSMs add Cockpit widget to Gainsight Home, refer to the Gainsight Home for CSMs article.

    pasted image 0 (4).png

  • Scorecard widget - Click here to expand for more information

    The Scorecard widget on Gainsight Home provides CSMs with the ability to monitor and update their customer’s vital dimensions of health. Users can add Scorecard Mass Edit reports and Scorecard Habit reports to their personalized view so that they can update their customer’s manual scorecard measures as well as easily review the health scores of their entire customer portfolio. Admins can also add these reports when creating custom layouts.

    Note: The Gainsight Home Scorecard Widget only supports reports from the Scorecard Widgets Beta Feature. For more information on this feature, refer to the Scorecard Widgets Overview article.

    For more information on how admins configure the Scorecard widget, refer to the Configure Gainsight Home article.

    For more information on how CSMs add the Scorecard widget to Gainsight Home, refer to the Gainsight Home for CSMs article.

    6.26 GS Home Scorecards Widget RN .jpg

  • Adoption Explorer widget - Click here to expand for more information

    The Adoption Explorer (AE) widget(s) on Gainsight Home provides users (CSMs) with a quick view of usage data insights from multiple AE projects. Admins can configure the widget from the Gainsight Home > Configuration > Settings page and make the widget available for the users. CSMs and admins can add the AE widget to the Gainsight Home based on their workflow requirements.

    CSMs can perform the following actions using the AE widget:

    • Set the time frame
    • Select other usage reports in the AE layout
    • Change the visualization
    • Export the data

    For more information on how admins configure the Adoption Explorer widget, refer to the Configure Gainsight Home article.

    For more information on how CSMs add the Adoption Explorer widget to Gainsight Home, refer to Gainsight Home for CSMs article.

    AE Widget_GS Home.png

  • Renewal Center widget - Click here to expand for more information

    The Renewal Center widgets (Summary and Waterfall) on Gainsight Home provide CSMs a quick view of the important renewal metrics and helps to take actions accordingly. Admins can configure the widgets as part of customizing Gainsight Home for CSMs.

    CSMs have the option to personalize their Home page with the following Renewal Center widgets:

    • Renewal Waterfall Widget: This widget provides a graphical explanation of what is happening to your renewal business.  This chart helps you visualize the Renewals Due in the selected time period, expected downsell, and so on. For more information on this widget, refer to the Renewal Center User Guide article.

    • Summary Widget: This widget displays important renewal metrics such as Renewals Due, Renewal Forecast, Gainsight Forecast, Gross Renewal, Upsell Forecast, and Net Renewal. You can drill through all the KPI's in the Summary listing to see the list of Opportunities that make up the numbers and even export the selected data. For more information on this widget, refer to the Renewal Center User Guide article.

    For more information on how admins add Renewal Center widgets to Gainsight Home, refer to the Configure Gainsight Home article.

    For more information on how CSMs add Renewal Center widgets to Gainsight Home, refer to the Gainsight Home for CSMs article.

    GS Home RC Widgets.png

  • Customer Experience widget - Click here to expand for more information

    The Customer Experience (CX) widgets (Trend and Revenue Matrix) on Gainsight Home makes it easier for users (CSMs) to view and analyze the aggregated attributes such as Sentiment, NPS®, and/or CSAT scores across companies.

    The Trend widget displays the Sentiment, NPS® (True/Average), CSAT scores, and trends by a Company Person user role for a selected period of time along with a number of responses.

    The Revenue Matrix widget displays the Revenue vs Sentiment/NPS® of the Companies in a graphical representation.

    CSMs can perform the following actions on the Trend widget in Gainsight Home:

    • View the Sentiment, NPS®, CSAT scores, and number of comments by a Company Person user role for a selected period of time. 
    • View the historical data of the selected metric and user roles.
    • Select specific required role(s) on the chart for better analysis.
    • View the Survey questions and responses in a detailed drill-down view.
    • Hover over any data point to view the distribution of Negative, Neutral/Mixed, and Positive comments. 
    • Set the time frame to filter and view the data.

    CSMs can perform the following actions on the Revenue Matrix widget in Gainsight Home:

    • Select the required metric on X-Axis.
    • Set the time frame to filter and view the data.
    • Hover on any point on the graph to view the Company Name, Status, Revenue information, and Sentiment/NPS®/CSAT.
    • View the drill-down view when clicked on any point on the graph.

    CSMs can also view the average CSAT, NPS®, and Sentiment scores in the Summary ribbon at the top of Gainsight Home.

    CX Center widgets in Gainsight Home honor the admin configurations from CX Center. Admins also have the option to modify the existing CX Center configurations from Gainsight Home > Configuration > Settings > Customer Experience page.

    For more information on how admins configure Customer Experience widget, refer to the Configure Gainsight Home article.

    For more information on how CSMs add Customer Experience widget, refer to the Gainsight Home for CSMs article.

    CX GS.png

  • Standard widget - Click here to expand for more information

    The Standard widgets (Image, Rich Text, and Web Page) on Gainsight Home allow CSMs to personalize their home page with images, custom text (content), and embed third party content such as publicly hosted documents. CSMs can add multiple standard widgets as per their workflow requirements. Admins can configure these widgets as part of Custom Gainsight Home to highlight/communicate specific information that CSM must have handy.

    For more information on how admins configure Standard widgets in Gainsight Home, refer to the Configure Gainsight Home article.

    For more information on how CSMs configure and view the Standard widgets in Gainsight Home, refer to the Gainsight Home for CSMs article.

    SW for GS.png
  • Report widget - Click here to expand for more information

    The Report widget(s) on Gainsight Home provide users (CSMs) with quick access to reports that they need regularly. This allows CSMs to view, track, derive insights and take actions that drive business outcomes right from the home page without the need to navigate to multiple pages. Admins can add any report widget to Gainsight Home from the Gainsight Home > Configuration page. CSMs can also add required report widgets to Gainsight Home from the Dashboard > [click the three dots icon of the required report widget] > Add report to Gainsight Home.

    CSMs can perform the following actions using the Report widget(s) on Gainsight Home:

    • Refresh the data.
    • Change the visualization.
    • Export the data.
    • Add additional filters to the corresponding reports.
    • Reset the report with default settings.
    • Configure the chart settings.
    • Apply Ranking

    For more information on how admins add Reports to Gainsight Home, refer to the Configure Gainsight Home article.

    For more information on how CSMs add Reports to Gainsight Home, refer to the Gainsight Home for CSMs article.

    Reports GS.png

For more information on how admins configure Gainsight Home, refer to the Configure Gainsight Home article.

CSMs can view Gainsight Home as their home page only after an admin publishes it. CSMs can then personalize Gainsight Home based on their workflow requirements. For more information, refer to the Personalize Gainsight Home section of the Gainsight Home for CSMs article.

CSMs are notified via an in-app notification when an admin publishes an update to Gainsight Home. You can click on the link provided in the notification to preview the changes done by the admin before accepting the layout.  For more information, refer to the In-App Notification Settings section of the Gainsight Home for CSMs article.

For more information on Gainsight Home, refer to the Gainsight Home Overview article.

Example Business Use Cases:

  • CSMs can look at their customers portfolio and manage their book of business using My Portfolio widget while looking at their To-Do list in the Cockpit widget and take live notes of customer meetings in the Timeline widget.
  • A CSM's manager (CS Director) can get a holistic view of all the customers that their team is managing. They can view the list of customers in the My Portfolio widget, the experience of their customers in the Customer Experience widgets, usage data of their customers in the Adoption Explorer widget and renewal data in the Renewal Center widget.

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.

Scorecards

Click here to expand for more information on 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.
Create Company and Relationship Scorecards with the same Name

Gainsight has changed the naming convention for Scorecard fact objects to differentiate between Company and Relationship Scorecards and to give users more flexibility when naming them. Users can now create a Company Scorecard with the same name as a Relationship Scorecard and vice versa.

For more information on creating Scorecards, refer to the Create Scorecards article.

Success Plan

Horizon Image.png grey-upgrade.png Success Plans Horizon Experience

Gainsight has now redesigned the Success Plan, powered by Gainsight Horizon Experience. The new Success Plans simplifies the product and improves the customer experience by adding new enhancements and enhancing existing functionalities.

This feature will be available in the customer tenants from July 03, 2021.

IMPORTANT:

  • The toggle option to enable Success Plan Horizon Experience from the Administrator > Success Plan page will be available for all the admins from July 03, 2021. After enabling Success Plan Horizon Experience, customers cannot roll back to the Old Success Plan.
  • If customers choose NOT to upgrade the existing Success Plan to Horizon Experience, they will have 60 days time from July 03, 2021 to continue the experience with the existing Success Plan and familiarize with the upgrade through various related articles listed here. After 60 days, all customers are automatically upgraded to Success Plan Horizon Experience. For more information about what's new in the Horizon Experience in Success Plan, refer here.

The following functionalities are added to the new Success Plan, which make CSMs more efficient:

  • Dedicated page for Success Plans in the left navigation pane to view Success Plans across all customers and relationships in one place.
  • Manage the list of Success Plans in the dedicated Success Plans Page and C360 > Success Plan section:
    • Filter the list of Success Plans by its Due date, owner, type, and status. You can save the filters as a custom view.
    • Create custom views to quickly see a specific set of Success Plans with predefined filters based on the Due Date, Owner, Type, and Status.
    • Group the list of Success Plans by Plan Name, Plan Type, Plan Status, Due Date, etc.
  • In the Gantt Chart, users can:
    • Manually add dependencies between the end date of an objective/task and the start date of another objective/task.
    • Drag and drop objectives/tasks bars to change start dates and due dates.
  • Configure custom statuses for a Success Plan from the admin page.
  • In the Success Plans templates, configure dependencies between the end date of an Objective and the start date of another objective.
  • Horizon experience in list view and detailed view of Success Plans in C360 and in the new dedicated pages.
  • In Rules Engine, apply multiple templates when creating a Success Plan using the Load to Success Plans action type.

For more information about the Horizon Experience in Success Plans, refer to the What's New in Success Plan Horizon Experience and Success Plan Horizon Experience articles.

pasted image 0 (6).png

Success Snapshots

Click here to expand for more information on Success Snapshots
Success Snapshots enables admins to generate Powerpoint presentations with customer data and graphs from Gainsight, using your own customized presentation  (business review deck) uploaded to the Success Snapshot repository, and help CSMs run their customer meetings (such asEBRs and QBRs). Once a Success Snapshot template is created and saved, CSMs will be able to export them from C360 and R360 pages respectively.
Check out the Admin and End User courses to see how Success Snapshots can save your team time creating presentations with customer data from Gainsight!
Horizon Image.png Simplified Elements Configuration

The Elements modification/configuration in Success Snapshots is now simplified. Admins can Move, Resize, and Delete the required element (Text, Image, and Report) in any slide with ease. This eliminates the dependency on the parent slide to make these changes.
Example Business Use Case: An admin wants to resize and reposition the element instantly while configuring the Snapshot.

Horizon Image.png View and Honor Font and Font Size of Imported Slide

Success Snapshot now displays the Font and Font Size of the slide that you import, and also honors them when admins select the Default option from the Font and Font Size drop-down list. This is applicable only for the new snapshots.

Horizon Image.png Information Icons in Editor Section

Admins can now view the information of all the fields available in the Editor section (Text and Report) by hovering on the Information icon. This helps admins to select the correct fields while configuring the snapshot.

Info.jpeg

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.

CX Center

Click here to expand for more information on CX Center

Customer Experience Center makes it easier for users to collect and analyze textual feedback/ response data from sources like Surveys and Timeline. Once the data is collected, the CX Center automatically provides advanced analytics, including sentiment assessment, to help improve your customer experience, predict market trends, identify potential churn, and recommend necessary steps to increase product usability. 

IMPORTANT: Customer Experience Center is available as a paid add-on to our Customer Success platform. For more information on how to license this feature, please contact your Gainsight account manager.
CX Center Sentiment Data for Rules and Reporting

Admins can now build reports to analyze the sentiment data and configure rules on the newly added CX Center System Objects. The following are the three objects added to the CX Center > Matrix Data Architecture:

  • CX Center System Keyword Analytics
  • CX Center Text Analytics
  • CX Center Topic Analytics

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.

Company Intelligence

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.
Company Intelligence Usage Data in Reporting and Dashboards

Admins can now access the Company Intelligence usage data to create Reports, Dashboards, and define Rules to take actions using the following Company Intelligence objects:

  • Company Intelligence Actions
  • Company Intelligence Configuration
  • Company Intelligence Configuration History
  • Company Intelligence Mapping
  • Company Intelligence News Posts
  • Company Intelligence Platforms

IMPORTANT: Reporting on Company Intelligence data is available for all customers, irrespective of whether they are using old reporting or new reporting (Horizon Analytics).

Example Business Use Cases:

  • Admin wants to understand the overall usage of the Company Intelligence.
  • Admin wants to filter the Company Intelligence posts by signals and time period.
  • Admin wants to identify the number of Timeline entries and CTAs created during a specific time period.

For more information on how admins create reports and dashboard layouts, refer to the Company Intelligence Usage Data in Reporting and Dashboards article.

Note: By default, Gainsight provides six out-of-the-box reports and one dashboard layout for the customers who have onboarded to Horizon Analytics. Admins can edit these predefined reports/dashboards and save them as custom reports/dashboards. You can also delete these predefined reports.

Additional Resources

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