Gainsight NXT Release Notes 6.14 April 2020

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EU customer orgs were upgraded to v6.14 on April 21, and US customer orgs on April 25. Gainsight CS Release Notes Version 6.14 contains the following subsections:

New Features in Gainsight which may require the Admin to setup new processes or re-think existing processes.
Enhancements (per module) describe improvements made in the existing product capabilities.
Issues Addressed contains issues which were reported by customers and are fixed in this release.

1. Community logo.png : This symbol indicates that an enhancement originated as a customer suggestion on the Gainsight Community.

Notes:

You will see the GIFs in this document 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 the following image.

Announcement

Product Release Frequency

Release Frequency Changing to Every 6 Weeks: Starting in June, the release frequency is changing to every 6 weeks, and Sandbox and Production orgs will be upgraded on the same date. This does not impact orgs that opt-out of upgrades. These changes are an important part of our efforts to Simplify our product, and customer interactions with our releases. Click to view the release calendar.

New Features

Gainsight Assist Chrome Plug-in

Note: The plug-in will be available for download in mid to late May from the Chrome Web Store.

The Gainsight Assist Chrome plug-in helps users manage their day-to-day customer communications and saves them time and effort. Users can access their Gainsight email templates directly from Gmail, thereby saving time when composing customer emails and helping to drive consistency in communications. Also, the ability to log emails to Timeline from their inbox saves time and ensures that every important conversation is captured.

Business Use Cases:

As a user, while composing an email from Gmail, I want to access the email templates my admin has created in Gainsight to save time and effort.
As a CSM, I want to log all of my customer communications/emails from Gmail to Timeline using the logged-in user credentials.

Users must install the Gainsight Assist Chrome plug-in from the Chrome Web Store. After installing the plug-in, refresh your Gmail account to view the Gainsight logo and sidebar.

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For more information on the Gainsight Assist Chrome Plug-in, refer to the Gainsight Assist Chrome Plug-in User Guide article.

Cockpit Calendar Integration

View CTAs directly on your Google or Outlook calendars with our new Cockpit Calendar integration to easily stay on top of your most important customer to-do’s.

The following flow chart represents how users can sync CTAs to their calendars:

Users must first authenticate their calendars to add the CTAs to their calendar. Once the user completes the authentication, the events are added either automatically or manually as Day Long events to the user’s calendar and are marked as free to avoid blocking other events in their schedule. The CTAs synced to the user’s calendar are saved with the name of the CTA and the event date is the CTA due date.

Note: Users can only sync the CTAs which they own.

Following are some of the key features of the Cockpit Calendar Integration:

The description of the event contains a link to the CTA in Gainsight along with information such as the CTA Type and the Company Name. This allows users to directly navigate to the CTA and take necessary actions.
From their calendar, users can modify the date of the event, and this action automatically updates the Due Date of the CTA in Gainsight and vice-versa.
Similarly, users can also modify the name of the calendar event, and the CTA Name in Gainsight is automatically updated with the new name and vice-versa.
If a synced event is deleted from your calendar, the corresponding CTA is not deleted from Gainsight, but it is ignored for future syncs and not added back to the calendar again. If you want to add the deleted event back to your calendar, you must manually sync the CTA to your calendar.

For more information about the Cockpit Calendar Integration feature and FAQs, refer to the Cockpit Calendar Integration article.

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Enhancements

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.

Improved Email Opt-Out Management

Previously, users could only click the Unsubscribe or Manage your subscription preferences link options in emails to opt-out from email communications. Gainsight now provides users with more granular control to opt-out specific Contacts/Persons from email communications for various reasons such as political, bad sentiment, etc., from the 360 > Person section.

Note: This email opt-out option is only applicable for non-operational emails.

To enable users to opt-out specific Contacts/Persons from email communications, an Email Opt-Out field must be added to the Gainsight Person object in the LIST VIEW and DETAIL VIEW tabs of the 360 LAYOUTS page.

After the Email Opt-Out field is added to the Gainsight Person object, users can set the value to true for a particular user of a company in the C360/R360 page. This field setting in the C360/R360 page of the user determines whether to honor the Do Not Email field or not, in the Program. The default value for this field is false.

If any opt-out participant is added to the Source of a Program, then that particular participant is not synced and moves to the FAILED PARTICIPANTS category with a ‘GlobalOptOut recipient’ message. Also, participants are immediately dropped at any step from the active Program if the Email Opt-Out field is set to true for that particular participant.

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Data Management

In Gainsight Data Management, an admin can perform setup data in the Gainsight Matrix Data Architecture (MDA). Admins can create and manage Gainsight Objects 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 > Operations > Data Management.

Auto Populate Company/Relationship Fields in Low Volume Object

While CSMs are creating a new record in a Low Volume custom object from C360/R360 > Related List (Report on Low Volume object), other fields having lookup to standard fields from Company or Relationship are now populated automatically. Previously, only the Company ID/Name or Relationship ID/Name field was auto populated while creating a new record in a Low Volume object.

Use case: If the Industry Type string field in the Low volume object looks up to a standard field in the Company object (other than Name and GSID), while adding a new record in the Low Volume object, the Industry Type field is populated automatically.

Notes:

Low Volume Object fields having lookup to a custom field in a Company or Relationship fields are not populated automatically.
Previously, fields which look up to Name and GSID in the Company object were already auto populated.

To see this enhancement:

Navigate to C360/R360 > Related List.
Click ADD. You can see that the Company/Relationship related fields are automatically populated in the ADD RECORD screen.
Enter details in the other fields to complete adding the record.

For more information, refer to the Overview of Customer 360 Details article.

This enhancement is also applicable while adding a new record from the Data Operations page by Admins. For more information, refer to the Data Operations article.

Search with Name in GSID Fields in the Low Volume Object

While adding a new record in the Low Volume object from the C360/R360 > Related List section, CSMs can now search with Names instead of GSIDs to enter values in the GSID type fields. The search option works only on the fields with a lookup to the GSID field of the Standard objects (User, Person, Company, and Relationship). Previously, there was no such capability of searching a field through Name and CSMs had to manually enter GSID in the field.

To see this enhancement:

Navigate to C360/R360 > Related List.
Click ADD. ADD RECORD screen is displayed.
Search with a Name in the GSID type field and press Enter/Return.
Select the required value in the field.

For more information, refer to the Overview of Customer 360 Details article.

This enhancement is also applicable while adding a new record from the Data Operations page by Admins. For more information, refer to the Data Operations article.

GS 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.

Share Emails from Timeline with Activity Details

Gainsight now allows users to share Timeline activity as an email. Users can achieve this by using Share via Email option, which is available for all activity types on the Timeline page.

Business Use Case: For instance, as a CSM, I may want to share the details of a QBR meeting with my customer directly from the Timeline page, in order to save time drafting a separate email summary of the conversation.

The Share via email option is only enabled when the activity is expanded.

Note: An activity can be shared multiple times. If the recipient is the same or different, a new entry is created in the email stats.

Users must navigate to the Timeline page, to access the Share via email option for each Timeline activity. For more information, refer to the Share Email from Timeline using Email Assist article.

Email Stats for Emails Sent from Timeline

Users can view stats of an email shared from the Timeline page. When a user clicks the Email Stats icon for a Timeline activity, the Sent Emails screen appears with the following sections:

Shared by list in the left pane
Recipient list
Email stats section that includes the following statistics of the email:
- First Opened On
- Last Opened On
- Opens
- Hard Bounced
- Soft Bounced
Email body

For more information about the email stats which are sent from Timeline, refer to the Share Email from Timeline using Email Assist article.

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.

GS ID Available for Field mappings in 'Load to Gainsight Object' Action type

While loading data into the Gainsight object through the ‘Load to Gainsight Object’ Rule Action Type, Admins can now use the GSID field as a target in the field mappings and set it as an identifier. GSID can be used as an identifier for Update operation only. GSID was removed from the field mappings of the Load to Gainsight Object Action type recently, due to an issue and is available again now.

Use case: When an Admin wants to take data outside of the Gainsight system, modify the data and reupload the data into a Gainsight Object, they can now use GS ID as an identifier to update the fields that are modified from the source to target fields, through the Load to Gainsight Object Action type.

To see this enhancement:

Navigate to Administration > Operations > Rules Engine.
Create a new rule or edit an existing Rule.
Navigate to the Setup Action screen.
Select Load to Gainsight Object as Action type.
Select Update in Operation field. You can now add the GSID field as a target in the field mappings and set it as an identifier.

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For more information, refer to the Setup Rule Action Types article.

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 drill-into a person for deeper insights.

Use People Maps Influencer Data in other Gainsight Applications

Influencer data from the People Maps feature is now stored in the Gainsight system object, People Maps Influencers. Admins can now use the data stored in this object in Gainsight applications such as Reporting, Rules, and JO Programs. As this is a system object, Admins cannot load data into this object through any data ingestion channel. When CSMs add/edit influencers from the C360 > Person section, influencer data is automatically stored in this object.

Earlier, People Maps Influencer data in Gainsight could not be used in other Gainsight applications. People Maps Influencer data could not be retrieved through a Report by Admins, but could only be viewed by CSMs from the People Maps. This data could not be used in configuring the Participant list in Programs or creating Rules. These challenges are solved through this enhancement.

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For information on the Influencer Relationships feature in People Maps, refer to the Build People Maps article.

Following are a few use cases of the People Maps Influencers data:

Admins can now create a Report on this object to see the list of influencers across all the companies. For more information, refer to the How to Build Basic Reports article.
Admins can use this object to set up a rule to retrieve the list of companies that do not have Influencers. For more information, refer to the Create Dataset Task in Rules Engine article.
Admins can use this object while configuring a Participant list by using the Query Builder option and send a Program only to the Influencers. This Program may contain a Survey or an Email addressing only the Influencers. For more information, refer to the Add Participants to a Program article.

For the list of fields in the People Maps Influencers object and their descriptions, refer to the Gainsight Object Glossary article.

Person Section Added in Shared 360

Admins can now add the Person section to the Shared 360 Layouts. Admins can perform this configuration from the Administration > Sharing > 360 Layouts > C360 Layouts page. For more information, refer to the Configure Shared 360 article.

Use Cases:

CSMs can share People Maps with their customers to validate their understanding of the customer's hierarchy.
CSMs can share the People Maps internally with other Gainsight Users to coordinate on expansion opportunities using the insights provided by the influencer relationship data.

When an Admin adds this section and a CSM shares the Shared 360 page through this layout, end users can view the Person section in read-only mode. This section displays the list of people associated with a Company in the Person List view and a graphical view of the people hierarchy in an organization.

End users cannot edit anything from the Person section in the Shared 360 page, including adding/editing/deleting a Person and Influencer, changing hierarchy, replacing person, etc. For more information on the Person section in the C360 page, refer to the Person Section in 360 and Build People Maps articles respectively.

Notes:

Person section cannot be added to the Shared R360 Layouts.
When you share the People Map with your customer, please note that the influencer relationships will be visible along with the visual hierarchy.

User Management

User Management is an administration feature which allows a Gainsight Admin to add users to the Gainsight User object and grant Sally access to the required users. Admins can perform these actions from Administration > Operations > User Management.

Build Reports on the User Login History of Gainsight NXT

Admins can now build reports on the User Login history of Gainsight NXT, from Report Builder. A new Gainsight system object, User Login History is now available to store the User Login History and Admins can now build reports using this object.

Use case: Admins can create a report on User Login History to see the login platforms for Gainsight NXT (through Direct Gainsight login, Salesforce login, and Mobile) and login attempt status (success or failure) for each user. Previously, only the successful Gainsight NXT logins were captured in the User Management page, but not the failed login attempts.

Following image shows the User Login History object and its fields from the Data Management page.

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For the list of fields in the User Login History object and their descriptions, refer to the Gainsight Object Glossary article.

For more information on how to build reports on the Gainsight objects, refer to How to Build Basic Reports.

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Note: Admin can also view login history of each user from the Administration > User Management > Edit User > Login History section. For more information, refer to the User Management article.

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. 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. The Timeline tab in the CTA Detail View allows you to log activities for a specific CTA. These activities will also appear in the Timeline View in the Customer 360.

Share Emails from Timeline with Activity Details

Gainsight now allows users to share Timeline activity as an email. Users can achieve this by using Share via Email option, which is available for all activity types on the Timeline page.

For more information, refer to the GS Assist section.

Sally

Sally, the AI-powered bot, makes rich Gainsight data easily accessible through simple conversation. Asking Sally questions is just like asking a real person, and machine-learning technology helps Sally get smarter with each interaction. Not only can Sally provide answers to a diverse set of questions about your customers, Sally can also update customer data, provide information on health scoring, current risks, and opportunities. Your company can quickly collaborate on the latest customer intelligence to more rapidly deliver customer outcomes across all parts of your organization.

Gainsight Notifications through Slack

IMPORTANT: This enhancement is included in our upcoming May Patch 1 release.

Previously, users could only receive notifications through Email or within the Gainsight app for specific events based on their subscriptions on the My Settings > Events Subscription page. Gainsight has added a Slack toggle switch in the Channel Subscription section that allows users to also receive notifications through a Slack channel. From My Settings, users can modify the events they want to receive notifications for in Slack through Direct Message or in a Channel.

Note: The Slack option in the My Settings page is only displayed for customers who have set-up a Slack workspace for Sally.

After selecting the Slack option in the My settings page, users must follow the company for which they want to receive notifications in Slack. If a user from a Slack channel follows a company on behalf of the channel, the notifications for those companies are sent in the channel.

For more information on Gainsight Notifications in Slack, refer to the Gainsight Notifications in Slack article.

Cockpit

Cockpit is the day-to-day workspace for CSMs. As a turbo-charged “to-do list” that integrates with the rest of your system, it turns customer insights into tangible action items for your team. Calls-to-action, or CTAs, are tied to customers and are the backbone of Cockpit. CTAs can be created manually, but more often are triggered by business rules that analyze usage data. For each CTA that appears in the CSM's Cockpit, a prescribed playbook of best practice tasks can help guide the CSM through the right steps.

Set Cockpit and Success Plan Assets to Inactive

Previously, it was only possible to deprecate or make existing Cockpit picklists such as CTA Types/Reasons/Status/Priority/Snooze and Success Plan Templates/Types/Objective Categories inactive. Gainsight now supports deprecating and making Playbooks inactive.

Along with making Playbooks inactive, Gainsight also made some minor behavior changes to the following Cockpit and Success Plans assets while making them inactive:

CTA Picklists
Success Plan Templates
Success Plan Types
Success Plan Objective Categories

This feature helps eliminate clutter from the Admin and end user’s views.

Business Use Cases

As an Admin, I want to ensure that Cockpit and Success Plans assets that are no longer used can be easily deprecated or made inactive.
As a CSM, I should be able to apply only active Cockpit and Success Plan assets while creating new CTAs/Success Plan.

Playbooks

Admins can make the playbook Inactive by clicking the three dots and selecting the Mark Inactive option of playbooks in the Playbooks page.

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Playbooks are allowed to be set to Inactive even if they are used by existing CTAs. But, once a playbook is marked Inactive, it is not displayed for selection when new CTA’s are created.

However, a playbook cannot be made inactive, if it is used in a Rule or in a Success Plan Template. If you try marking inactive, you will see “This playbook is being used in the <<Rule Names>> or <<Template Name>>” warning message.

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The Mark Inactive option for playbooks is only available at the GLOBAL level, not at the COMPANY/RELATIONSHIP level. If the playbook is marked inactive at the GLOBAL level, then the inactive playbooks are not displayed at the COMPANY/RELATIONSHIP level also.

CTA Picklists

Admins can make the CTA Type/Reason/Status/Priority/Snooze Reason inactive prior to this release, but the following are some changes in the existing behavior.:

Here, the CTA Reason type picklist is used as an example to demonstrate this feature. All the below mentioned conditions are applicable to the rest of the CTA picklist types.

To deactivate a CTA Reason, navigate to the Administration > Workflow > Call to Action (CTA) page, and uncheck the Active checkbox from the CTA Reason section, even if it is used in existing CTA’s.

However, a CTA Reason cannot be made inactive, if it is used in a Rule. If you try marking inactive, you will see “This CTA Type is being used in the <<Rule Names>>” warning message.

Similarly, the CTA Reason is also not allowed to be made inactive, if it is selected as a Default Reason.

The CTA Reason can be made inactive at the COMPANY/RELATIONSHIP level even if it is created at a GLOBAL level, unlike Playbooks and Success Plan Templates where Mark Inactive option is disabled.

Success Plan Templates

Admins can make the Success Plan Templates Inactive by clicking the three dots and selecting the Mark Inactive option of SP templates. To deactivate a CTA Reason, navigate to the Administration > Workflow > Success Plan > +CONFIGURE TEMPLATES page.

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But, once a template is marked Inactive, it is not displayed for selection while applying a template to the new Success Plan.

However, a template cannot be made inactive, if it is used in a Rule. If you try marking inactive, you will see “This template is being used in the <<Rule Names>> warning message.

If a Success Plan template is created at the Global level, it can be deactivated at the GLOBAL level only and not at the COMPANY/RELATIONSHIP level. The inactive SP templates are not displayed at the COMPANY/RELATIONSHIP level once they are deactivated at GLOBAL level.

Success Plan Types

Admins can make the Success Plan Types Inactive by unchecking the Active option from the Success Plan Type section in the Success Plan page. You can deactivate a Success Plan Type, even if it is used in the existing Success Plans.

A Success Plan Type cannot be made inactive if it is used in a Rule. If you try marking inactive, you will see “Picklist is used in the <<Rule Names>> warning message.

Success Plan Objective Categories

Admins can make the Success Plan Objective Categories Inactive by unchecking the Active option from the Objective Category section in the Success Plan page.

However, they cannot be made inactive if the objective category is used in any of the Success Plan Templates.

The Success Plan Objective Category is also not allowed to be made Inactive, if it is selected as a Default Objective Category in the dropdown option.

Issues Addressed

C360

Drill Down View not Displaying Data: Previously, reports built off of custom objects (without a direct lookup to the Company object) displayed on the C360 would not display data in the drill down view. This issue only affected customers accessing Gainsight NXT through an SFDC org, and has since been resolved.
NPS® Widget not Redirecting: Clicking on the C360 NPS® Widget previously failed to redirect to the survey section as expected. This is now resolved, and the widget redirects to the survey section without issue.
Wrap Text not Applied when Enabled: Previously, text would fail to wrap around reports loaded on the C360 page when the option was enabled. This issue is now resolved, and the text wrap is applied as expected.
Incorrect Redirect to Opportunity or Contact Pages: Previously, clicking the View Opportunities or Contacts links were not directing to the correct opportunity or contact pages. This issue only affected customers accessing Gainsight NXT through an SFDC org in lightning mode, and has since been resolved.
Rules Engine Setting Inactive Droplist Values: The Rules Engine was previously allowing fields to be set with inactive picklist values without resulting in an error. This is resolved, and now the Rules Engine produces an error when attempting to write inactive values, as expected.

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