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Gainsight NXT Release Notes 6.34 October 2022

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Gainsight Release Notes Version 6.34 contains the following subsections:

  1. Announcements: Describes important changes to the application that are implemented now or will be in the near future.
  2. Enhancements (per module): Describes 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.
  • Horizon Image.png : This symbol indicates that the enhancement was made as part of the Horizon Experience (H) project.
  • Auto.png :  Automatic Update: End users have access to the enhancement without Admin configuration.
  • manual.png : Admin Controlled: Enhancement can be viewed only after the admin configures it in the product and makes it available for end users.

Summary List / Quick View

Type List of Enhancements/New Features
Admin Controlled 

IMPORTANT: The Product Request feature is currently accessible only to organizations that use Productboard.
Automatic Update 
Beta Programs 
  • Renewal Center: Company Forecast within RC (GonG release only) (GonG - Closed Beta - November)
  • Connectors 2.0:  Real-Time Sync from Gainsight to SFDC
  • Email Assist: Email Template Builder Revamp (Mid November)

Announcements

Horizon Image.png Auto.pngHorizon Menu Refresh

Gainsight's aspiration is to continually improve its products to create a better user experience. The appearance of the menu  in the left navigation pane and search bar styling in the application has been modernized with Horizon design.In the v6.34 Release, you will see and experience the new modern look and feel. The dark theme in the left navigation pane provides a softer take on high-contrast visuals.

Note: The hierarchy in the navigation and overall functionality remain the same.

Apart from this change, the Community and Docs Support links are now available in the profile dropdown list.

unnamed.png

Gainsight NXT Documentation Addendum: This UI enhancement will impact most of our NXT articles and the resources available on Gainsight University. It involves a significant amount of effort to update all the existing articles and elearning materials. The list of articles and videos are not included in the release notes. We will notify you once all the existing NXT articles and videos are updated.

If you have any questions, please contact docs@gainsight.com.

Email Logs V2.0

Email Log Reporting on Email Logs V2.0

IMPORTANT:

  • Tentative dates for backfill to Email log v1.0 to be discontinued from Oct 22, 2022 and Oct 29,2022 for EU and US customers respectively.
  • Start rebuilding reports to utilize the unified Email Logs 2.0 object.

With the unification of the Email Assist V2.0 platform announced in the April Release Notes, Gainsight has now consolidated all email logs data to utilize Email Logs V2.0. With this release, the backfill to Email Logs v1.0 is discontinued and logs will not include the up to date data. All reports must be rebuilt to utilize the unified Email Logs V2.0 object before the dates listed above. The Email Logs object will no longer be available in the Rules Action - Load to Gainsight Object

For more information on Email logs v2.0, refer to Email Assist 2.0 articles.

Custom Fiscal Years

Custom Fiscal Years Configuration

Gainsight introduces Custom Fiscal Year that admins can configure to define a more tailored fiscal year structure for their companies.

Business Use Case: Companies that work on custom fiscal periods often have difficulty to present their reports or build their rules on financial data. To avoid complex workarounds and approximations, companies can leverage custom fiscal period setting to define a tailored fiscal year structure. With this capability, they can now customize the start and end date of each quarter in a fiscal year.

Admins can modify the number of Days, Weeks, Quarter or Periods year to align with their organization’s Fiscal year. Custom Fiscal Years can be applied in the following product areas:

  • Horizon Analytics (Reports and Dashboards): End-users can view and select custom fiscal periods (configured by the admin) while applying Fiscal year filters to the date and time fields under the Group By section. 
  • Gainsight Home (Widgets): Scorecards, Timeline, and Adoption Explorer widgets in Gainsight Home now supports the Custom Fiscal Year configuration.
  • CX Center: End-users can add Custom Fiscal Year filters on the CX Center page using the Time frame filter.

For more information on how to configure a custom fiscal year, refer to the Application Settings article.

360

undefined Horizon Image.pngNew C360/R360 Experience

Gainsight has redesigned the C360/R360 experience to provide a more complete view of the customer and their journey, with personalized insights to improve productivity. For more information refer to the New C360/R360 Experience section.

Gainsight Sally

undefined Gainsight Sally Available for All License Types

Gainsight Sally bot is now available for all license types (Full License, Viewer License, Viewer+ Analytics License, and Internal Collaborator License) in Slack and Microsoft Teams.

Notes: 

  • Users with Internal Collaborator License can reach out to their Gainsight Administrator to get this feature enabled in their org.
  • Users with Internal Collaborator License do not have permissions to post to Timeline from Gainsight Sally bot.
  • Users with Internal Collaborator License do not have permissions to create CTA(s) and post to Timeline from Gainsight Sally bot.

For more information on the fields that you can query in Sally based on your license type, refer to the Sally Bot User Permissions in Slack, or Sally Bot User Permissions in Microsoft Teams article.

Customer Goals

undefined Collectively Track Customer Goals and the Associated Work

Gainsight introduces Customer Goals, a feature that provides shared space for teams across the organization to capture and track customer’s goals.

Key Benefits: 

  • Helps admins to create a library of standardized goals for CSMs.
  • Enables CSMs to plan and prioritize goals using Cockpit CTAs and Success Plans.
  • Serves as a single point of reference for users across multiple teams to review and update the status of goals.

 For more information, refer to the Customer Goals section in this release notes.

Product Request

undefined Introducing Product Request

Gainsight introduces Product Request, a feature that acts as an indirect communication channel between Gainsight’s customers and Product Managers, with the CSM being the intermediator. Using the Product Request feature, CSMs will be able to raise an enhancement request in Gainsight on behalf of their customers.

Key Benefits: 

Following are the benefits of using the Product Request feature:

  • It provides a consolidated view of the enhancement requests of a customer to CSMs. CSMs can track the status of the created enhancement requests.
  • It provides a common platform to CSMs for storing the customer’s feedback and hence there is no loss of information.
  • It provides transparency among the CSMs on customer feedback.
  • It is easy to operate and cuts off the ambiguity of using multiple platforms for maintaining information.
  • It provides a high-level aggregated view of customer’s need as a whole to Product Managers.

For more information, refer to the Product Request section in this release notes.

Auto-Enablement of New Group Weights System

As communicated in the April 2022 Release Notes, the new group weights system is automatically enabled for all customers with this release. The old group weights system is no longer supported. The weights calculation and redistribution remains same in both old and new group weights systems except where a Measure or a Measure Group score becomes NA (Not Assigned). For more information on the exception scenario and new group weights system, refer to the Group Weights and Exceptions article.

New Features

undefined Product Request

IMPORTANT: The Product Request feature is accessible to only those customers who are using the new C360 experience in Gainsight, and whose Product Management teams use Productboard.

Product Requests help Customer Success Managers (CSMs) and Product Managers to collaborate and work on the enhancement requests received from the customers.

Example Business Use Case:

CSM receives feedback from the customers regarding their experience with Gainsight product. They then convey the feedback received to the Product Manager in the form of enhancement requests. Product Request feature offers a platform for CSMs to create a repository of important enhancement requests received. This enables the Product Manager to refer and prioritize the customer requests.

PR-Business UC.jpg

CSMs can now create an enhancement request in Gainsight on behalf of their customers.

For more information on Product Request, refer to the following articles:

undefined Customer Goals

The Customer Goals feature helps you track your customer’s desired outcomes from the Customer Goals tab in the company’s C/R360 page. Admins need to configure and add the Customer Goals section to their C/R360 layout to enable it for the end-users.

The Customer Goals tab in the Account and Opportunity page in Salesforce, enables the sales team to capture goals during the sales process. The captured goals empower CSMs to strategically plan and execute the work required to achieve these goals through Cockpit CTAs and Success Plans. The teams responsible for driving renewal and expansion opportunities can then showcase the work that was successfully executed. As a result, this help align cross-functional teams so that the goals set by the customers can become a company-wide initiative.

For more information on how admins can configure Customer Goals settings, refer to the Configure Customer Goals Settings article.

For more information on how CSMs can capture and track goals, refer to the Create Customer Goals article.

Enhancements

Customer Success

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.

360

Click here to expand for more information on 360
The Customer 360 is a central hub of your customer’s business information in Gainsight. It synthesizes business data from various sources and provides you with a holistic view of your customers. This minimizes the preparation time for your customer meetings.
undefined Horizon Image.png New C360/R360 Experience

Gainsight has redesigned the C360/R360 experience, to provide a detailed overview of the customer and their journey, with personalized insights to improve productivity. The new C360/R360 feature is powered by Gainsight Horizon Experience.

The new C360/R360 experience has the following key improvements for admins:

  • Easily Discoverable 360 Layouts: Admins can now access the C360/R360 pages directly from the newly added 360 Layouts in the navigation pane. 
  • Improved Layout Management Experience: Admins can now easily identify the important information about each layout/section using the column headers available on the listing pages.
  • Simplified Layout Configuration Flow: The new C360/R360 experience guides the admins at each step on what exactly needs to be done next.
  • Usability Improvements: Admins can now experience enhanced visuals which make it simpler and more efficient to take quick actions. 

C360/R360 is one of the most utilized areas within Gainsight and with this enhancement,  the end-user experience has also been improved. 

The new C360/R360 experience has the following key improvements for end-users:

  • Understanding customer information is now much easier with new navigations and out of the box widgets.
  • Taking action on the customer data is made simpler with enabling end users to create CTA, Add Activities, Create Leads, Add Person  directly from the 360, which resolves the issue of working in multiple tabs.
  • Personalizing 360 experience with a feature to pin/reorder sections and filter data further in the summary section.

For more information on the new 360 experience, refer to the Change Document for New C/R360 article.

360.jpeg

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.
 
 undefined 1._community_logo.png Pooled Work Assignment
IMPORTANT:  Contact the Gainsight Support Team to enable this feature for your tenant.

Admins can now automate the distribution of CTAs by assigning the ownership to predefined User Groups. Whenever a CTA is triggered, the ownership is allocated to one of the CSMs from the assigned User Group. The CTAs are distributed equally among the CSMs (using the Round Robin algorithm) that are part of the selected User Group.

 Admins can select the User Group that need to own the CTAs to  from Administration > General > Mass Edit. They can also select the User Group in the Owner field while creating a rule from Rules Engine.

Business Use Case: The Rules Engine triggers a new CTA to be created for a company if the  average NPS drops below a predefined limit. For this CTA to be created, the admin needs to pre-determine the owner.There could be challenges such as owner not being available or owner being unable to accommodate the task. Automating the distribution of the ownership helps solve this problem and ensures that the necessary steps are implemented on time.

For more information on User Groups, refer to the Create User Group article.

For more information on creating CTAs from Rules Engine, refer to the Creating and Closing CTAs from Rules Engine  article.

cockpit.jpeg

Gainsight Assist

Click here to expand for more information on Gainsight Assist
Email Task and Send Email features in GS Assist help CSMs send personalized emails directly to contacts from the Cockpit and Timeline. CSMs can send an email directly from Cockpit using templates created by their Admin, and from Timeline to share activity details. These options help users save time and standardize their customer communications.
undefined Scorecards and Attributes in Gainsight App for Zoom

Gainsight App for Zoom now brings the functionality of Scorecards and Attributes into the Zoom meetings. Based on the admin configuration of C360 Layout, users can now:

  • Change the Scorecard view, change active Scorecard, edit scores of manual measure, and so on, through this enhancement.
  • See the data in a record from the Company object. Users can also perform inline edits to the attributes in this section by clicking the edit icon next to a field.

IMPORTANT: The Scorecard tab is available to the participants only after the admin enables the new C/R360, and configures the Scorecard section in the new C/R360 Layouts.

For more information on the Scorecards and Attributes, refer to the Gainsight App for Zoom article.

Mobile

Click here to expand for more information on Mobile
CSMs, Account Managers, and Executives need quick customer information while on the go – whether they’re headed to a customer meeting, traveling, meeting customers at conferences, or juggling a busy schedule. With limited time and many customers, CSMs and AMs also need to quickly know if key customers are at risk. Gainsight Mobile App allows you to access Timeline Activities, key customer information using Sally, and view Notifications received directly from your smartphone while on the go!
undefined Multi-Select Dropdown Fields in Timeline

With this release, Timeline now supports multi-select dropdown fields for Customer Success Managers(CSMs) to add multiple values while logging a Timeline Activity in the Gainsight Mobile app.

IMPORTANT: To leverage new features to their full extent, Gainsight recommends you update the Mobile App to the latest version.

Business Use Case:  While logging an Activity related to a risk, CSMs would want to add multiple reasons for the Risk. This would only be possible if the admin has set the Field type to Multi Select Dropdown while creating the field.

For more information on Multi-Select Dropdown Fieilds, refer to the Mobile 360 article.

Horizon Analytics

Click here to expand for more information on Horizon Analytics

As a company, you have plenty of customer data available, but the meaningful insights on these may be hard to find. You may have many teams that touch a customer, but no means to coordinate their actions.

Gainsight accumulates and turns disparate customer data from multiple sources into a single source of truth. Review the Customer data-driven insights and deploy actions that drive business outcomes for your clients.

Gainsight’s Horizon Analytics [Reports and Dashboards] are the reporting tools that power your business intelligence. They comprise several features that allow you to make the most of your data to generate business insights for your organization.
undefined Generate Reports for Custom Fiscal Periods

With this release, Gainsight introduces Custom Fiscal Years configuration. End-users can view and select custom fiscal periods(configured by the admin) while applying Fiscal year filters to the date and time fields under the Group By section. 

For more information on applying Fiscal Year filters to Group By section, refer to the Create and Share Reports article.

undefined Custom Fiscal Period Filter in Dashboard

With this release, Gainsight introduces Custom Fiscal period configuration. End-users can view and select custom fiscal periods while configuring filters for Dashboards. Existing filters will support custom fiscal periods that are configured by the admin.

For more information on configuring filters, refer to the Application Settings article.

HA.jpeg

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 the Rules Engine. Scorecards provide you with the flexibility of using numbers, letters, or colors as grading schemes.
undefined Generate Scorecard Reports for Custom Fiscal Periods

With this release, Gainsight introduces Custom Fiscal Years configuration. You can now apply this custom filter to Scorecard reports that are Mass Edit and Habits. It helps to generate Scorecard reports using customized fiscal periods configured for your organization.
This filter is available in the Add Filters on Fields option in the Mass Edit report.

This filter is available in the Snapshot Date dropdown in the Habits report.

undefined Scorecard in Gainsight App for Zoom

Gainsight introduces a new Scorecard tab in the Gainsight App for Zoom. This new tab in the Zoom app provides participants with an overview of the Company or Relationship health scores and allows them to take Scorecard related actions without switching to Gainsight application. All capabilities of the Scorecard tab in 360 are available in the Zoom app. 

IMPORTANT: The Scorecard tab is available to the participants only after the admin enables the new C/R360, and configures the Scorecard section in the new C/R360 Layouts.

For more information on how to use Scorecard in Zoom app, refer to the Scorecard in Zoom App article.

View Current and Original Contribution of Measures and Measure Groups

In the new group weights system, when a score becomes NA (Not Assigned), you can now view and compare the current percentage contribution and original percentage contribution of Measures and Measure Groups from C/R360. Prior to this release, the current percentage contribution was not visible. The weight of that NA Measure or Measure Group gets updated to zero and distributed to other Measures or Measure Groups with scores assigned. You can hover on the current percentage contribution to see the original percentage contribution. For more information on how the weight distribution happens, refer to the Group Weights and Exceptions article.

Success Plans

Click here to expand for more information on Success Plans
Gainsight has 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.
1._community_logo.png Comments in Success Plans
IMPORTANT: This feature and the supporting documents will be available in the first week of November, 2022.

CSMs can now converse with internal and external users using the Comments feature in Success Plans.

IMPORTANT:  By default, external users cannot view comments or receive notifications for new comments or @mentions. The CSMs need to turn-off the Visible Only to Internal Users toggle in the Comments panel and share the Success Plan with required permissions with the external users. 

 The following actions can be performed in the Comments section:

  • Converse with internal and external users from the Success Plan Detail View page
  • Post comments that are visible to all the users, or only to internal users
  • Share Success Plan with external users with appropriate permissions from the Comments section
  • @Mention users to grab user attention or to quickly share Success Plan with the company person
  • Receive in-app & in email notifications when you are mentioned or when new comments are added to the thread
  • Turn-off notifications to new comments
  • Search in comments
  • Format text, and attach urls using the link icon
  • Delete comments for everyone

For more information on how to use Comments in Success Plan, refer to the the Comments in Success Plans  article.

Success Snapshots

Click here to expand for more information on Success Snapshots
Success Snapshots enables admins to generate Powerpoint presentations with customer data and reports from Gainsight, using your own customized presentation 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.
undefined Horizon Image.png New Success Snapshots

IMPORTANT: The new Success Snapshots is now available in the following manner:

  • If you have one or more Success Snapshot Templates in your Success Snapshot Builder, contact Gainsight Support to get the new version of Success Snapshot enabled. The option to migrate to the new version is due April 2023. Following, the new version will be enabled automatically for all Gainsight Users. 
  • If you do not have any Success Snapshot template, then the new version of Success Snapshot is activated automatically with this release.

Success Snapshots helps admins to upload customized presentations that need to be configured with dynamic data points from Gainsight. With the release, admins can let the Customer Success Managers (CSMs) clone and modify a template based on their business requirements without impacting the original template. This helps to automate recurring presentations for CSMs, like Quarterly Business Reviews for their customers. This template can be used by all CSMs repeatedly, which saves time and effort for the organization. The new Success Snapshots simplifies the user interface and makes it easy for admins and CSMs to use the enhanced capabilities.

Following improvements have been implemented:

  • Easy to use editor
  • Enhanced sharing capabilities for CSMs
  • Ability to work with text boxes
  • Custom font styles for slide content
  • Ability to preview slides 
  • Ability to organize Success Snapshot Templates in folders
  • Ability to manage share permissions at templates and folders level

CSMs can now view, clone and edit, organize, and manage share permissions for their Success Snapshots from Success Snapshots in the global navigation pane. The clone feature allows CSMs to create a copy of their Success Snapshot and make necessary changes. This helps in retaining original configurations done by the admin in the template.

Note: Permissions assigned to CSMs by the admin for a Success Snapshot Template impacts their ability to view, clone and edit, and manage share permissions for that template.

For more information on the new Success Snapshots, refer to the following articles:

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!
undefined 1._community_logo.png Multi-Select Dropdown Fields in Timeline

Admins can now create multi-select dropdown fields for new and existing Activity Types. This enables the end-users to capture multiple values in the same field while creating an Activity. Admins need to select Multi Select Dropdown in Field type while creating a new field for an Activity Type.

Business Use Case:  While logging an Activity related to a risk, the CSMs would want to add multiple reasons for the Risk. This would only be possible if the admin has set the Field type to Multi Select Dropdown while creating the field.

Notes: 

  • The Multi Select Dropdown field types are not supported in Timeline External API, Advanced filters and the Salesforce Integration sync. These will be made available in the upcoming releases.
  • The Multi Select Dropdown field types are not supported in Load to Activities action from Rules Engine.

For more information on configuring Activity Types, refer to the Configure Timeline Settings  article.

undefined Apply Custom Fiscal Year Filter to Timeline Widget

CSMs can now apply the custom fiscal year filter to the Timeline widget in Gainsight Home To apply the filter, click Modify Filter on the Gainsight Home page. 

For more information on how to apply filters to Timeline widgets in Gainsight Home, refer to the Gainsight Home for CSMs article.

Timeline widget.png

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, contact your Gainsight account manager.
undefined Custom Fiscal Years Filter in CX Center

With this release, Customer Experience managers can generate CX Center views based on custom fiscal periods defined by admins. In the CX Center page, choose the required fiscal period using the Time frame dropdown from the filter options.
For more information on how to use the Custom Fiscal Year feature, refer to the Application Settings article.

screenshot.jpeg

Surveys

Click here to expand for more information on Surveys
With Surveys, you can create highly customized surveys that capture customer insights and transform them into actionable next steps for your organization. You can easily create multi-page surveys with a variety of question types, including multiple choice, matrix, and a standard NPS® question type. Surveys give admins the ability to design and distribute surveys in Gainsight without a dependency on sites or features.
Import Multi-Question CSAT Surveys Using Rules Engine

Gainsight now allows importing multiple CSAT questions into a survey using the Load to Survey action type. The Load to Survey action type in Rules Engine helps bring survey response data from external systems into Gainsight. This enables admins to obtain accurate NPS® and CSAT responses.

For more information on loading multiple CSAT questions into surveys, refer to the Load to Survey Action Type article.

Surveys.jpeg

Revenue Optimization (RO)

Gainsight’s 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.

People Management

Click here to expand for more information on People Management
Capture your contacts in an organizational chart to understand the roles and relationships of the people you do business with across your customer base. Explore the org chart to understand who influences whom within a company and know more about a person for deeper insights.
undefined 1._community_logo.png Sponsor Tracking: Bulk

Sponsor Tracking in bulk allows you to select and add multiple person records  into the Sponsor Tracking lifecycle from the People List tab under People section in C360/R360. This feature also reduces the manual effort for CSMs as it allows uploading multiple contacts into Sponsor Tracking.

For more information on Bulk Sponsor Tracking, refer to the Sponsor Tracking in Bulk section in the Sponsor Tracking Overview article.

PM.jpeg

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.
Deactivate Schedule for Data Designs

When a Data Design does not run successfully for five consecutive schedules, Gainsight deactivates that Data Design automatically. The users are notified by an email about the inactive state of the Design, which helps them to rectify the errors in the Data Preparation stage and re-schedule the run. Once the errors are rectified, users can perform a manual test run of the design. After the successful test run, the original automated schedule will be honored.

Note: Email Notifications will be sent to the following users:

  • Users who are added as recipients in the Send Notification Email in the failure section of the Configure stage.
  • User who created the Design, if the above user list is not added.

data.jpeg

Connectors 2.0

Click here to expand for more information on Connectors 2.0
Connectors are integrations that are offered out-of-the-box so you can connect various data sources and sync their information to Gainsight.
Service Account Authentication in BigQuery Connectors

In addition to the existing OAuth authentication for BigQuery Connectors, admins can now use the newly introduced Service Account authentication type.

The Service Account key consists of JSON Web Tokens as part of the authentication generated, while creating service accounts in the Google Cloud Platform. 

When an existing user with an authenticated connection becomes inactive, it leads to a loss in the connection.  Furthermore, when a new user tries to create a connection, it requires to be re-authenticated. To prevent such scenarios, the Service Account authentication helps by eliminating manual or interactive user authentication.

For more information  on how to use the Service Account authentication, refer to the Google BigQuery Connector  article.

NEWW service acc.jpg

Notification

Click here to expand for more information on Notification
Notifications can be triggered when CTAs and tasks are assigned to a user, Survey responses are received, and more. Using the Notifications feature, Admins can automatically enable their CSMs to follow the Companies and Relationships that they work with. This saves CSMs the manual work of following each customer individually from the C360 page, and helps them stay updated on their customers and new tasks.
New Notification Categorization

Cockpit and Success Plan Notification settings that were previously categorized under Workflow are now available as separate categories in the Event Subscriptions section.

Note: The functionality for Cockpit and Success Plan notifications remains the same. 

For more information on the default Notification settings, refer to the Setup User Notifications article.

notification.png

Gainsight Data Management

Click here to expand for more information on Gainsight Data Management
Gainsight Data Management supports an admin to create and manage Gainsight Objects directly from the Data Management page. As an analogy, a Gainsight Object and its field(s) can be thought of as a database table and its columns. Data Management can be accessed from Administration > Data Management.
Ability to Select Multiple Dependencies in a Controller Dropdown

Admins can now configure a Multi Select Dropdown list in the Controller Dropdown, while defining dependencies in a dropdown list for a custom object. This reduces the manual effort and allows end-users to select multiple values for a field and choose from the corresponding set of values. 

Note: Admins can configure Multi Select Controller Dropdowns in Data Management, however it can be used in Cockpit after 15th November, 2022. This enhancement is not supported in other product areas yet.

For more information on how to define a Multi Select Dropdown list, refer to the Dropdown List article.

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. To learn more about Sightline Vault, refer to  this video.
Enhanced Sightline Vault Experience

Sightline Vault introduces a new system of categorizing solutions that includes enhanced filters and an insightful card-view. Hover on the solutions card to view the category and solution details. You can also click the Get Started button to install the solution. You will be redirected to the installation page.

New Categories:

  • By Business Challenge: Helps you to find solutions based on the business challenges the users aim to resolve. Example: Adoption, Scale.
  • By Team: Helps you to find solutions based on the teams they cater to. Example: CSMs, Product, Sales.

New Sections:

  • What’s New:  Solutions added recently
  • Popular: Solutions installed the most number of times by the customers in the last six months
  • Featured: Solutions curated by Gainsight to facilitate the admins
  • By Community: Solutions uploaded by Community users
  • By Gainsight: Solutions uploaded by Gainsight users

For more information on Sightline vault, refer to the Overview of Sightline Vault article.

 

User Management

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Admins can use this feature to manage Gainsight users and their allocated licenses and permissions. User Management can be accessed from Administration > Users and Permissions > User Management.
Create and Manage User Groups

Gainsight now lets admins to create and manage user groups in User Management. 

Business Use Case: User Group helps admins to distribute the CTAs amongst the CSMs equally within a user group. 

 For more information about how the CTAs are distributed , refer to the Pooled Work Assignment section. 

Admins can select the following types of memberships to add users in the User Group.

  • Dynamic: Admins can configure a Group Criteria to fetch a cohort of users. 
  • Static: Admins can add users manually, or configure a Group Criteria to fetch a cohort of users.

For more information about how admins can create and edit User Groups, refer to the Create User Group article.

Sally for Internal Collaborators

Gainsight Admins can now enable the Sally Bot for Gainsight Internal Collaborators from the User Management module. Henceforth, the Gainsight Internal Collaborators can benefit from the data present in the Gainsight.

Example Business Use Case: Sally for Internal Collaborators helps Gainsight Internal Collaborator users to use sally in Slack and Microsoft Teams.

For more information about how to enable Sally bot for Gainsight Internal Collaborators, refer to the Gainsight User Management article.

 

Additional Resources

For more information about the previous or upcoming major release versions/dates, refer to the Gainsight NXT Release Process [updated for 2022] article.