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Gainsight NXT Release Notes February 2024

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This document has undergone changes since the first published date. Refer to the Revised Sections table for more information.

Section Name Revision Date
Journey Orchestrator February 12, 2024
Connectors 2.0 February 13, 2024
People Management March 14, 2024

Gainsight Release Notes Version 6.40 contains the following subsections:

  1. Announcements: Describes important changes to the application that are implemented now or will be in the near future.
  2. New Features: Introductions to new features in the release.
  3. Enhancements (per module): Describes improvements made in the existing product capabilities.

Notes:

  • The modules in the Release Notes are categorized based on the following four product areas: Customer Success (CS), Customer Experience (CX), and Platform. The modules in each category 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.
  • Community.png : This symbol indicates that an enhancement originated as a customer suggestion from Gainsight Community.
  • Horizon.png : This symbol indicates that the enhancement was made as part of the Horizon Experience (H) project.
  • Manual.png : Admin Controlled: Enhancement can be viewed only after the admin configures it in the product and makes it available for end users.
  • Auto.png : Automatic Update: End users have access to the enhancement without Admin configuration.
  • AI-Supported Features.png : AI-Supported Features: The feature or content within the feature has been generated using AI.

Summary List/Quick View 

Type List of Enhancements/New Features
Announcements
Admin Controlled Manual.png
Automatic Update Auto.png
 

Q1, 2024 Beta Programs
  • Coming up next:
    • Cockpit Admin Redesign Community.png Horizon.png
    • Success Plan Admin Redesign
    • GS Home Design Improvements

Announcements

Through-Partner Customer Success

Manual.png Discover Through-Partner Customer Success

Enhance customer retention and minimize churn within your through-partner customer base via Gainsight’s Through-Partner Customer Success. This feature empowers you to extend the customer success experience and support to customers managed by your Partners. Furthermore, it simplifies collaboration by bringing all your Partners and Partner Users together on a single, unified platform. For more information, refer to the Through-Partner Customer Success section.

Note: Through-partner customers refer to clients of Gainsight customers who are managed by Partners. Gainsight customers collaborate with third-party sales enablers, known as Partners, to expand reach and scale their sales territory. 

People Management

Manual.png Person 360 (OPEN BETA)

Gainsight is excited to announce the launch of our latest feature: Person 360. Designed to enhance the capabilities of Customer Success Managers (CSMs) and Digital Customer Success (CS) administrators, this innovative tool is a game-changer in managing person-related data across Gainsight's suite of products. It provides a unified view of a person's interactions, usage,  sentiments and other metrics. This holistic view empowers CSMs to delve deeper into product usage patterns,  sentiments, and build meaningful networks for impactful business conversations.

For more information, refer to the P360 section.

Scorecard

AI-Supported Features.png Manual.png Introducing Scorecard Optimizer (OPEN BETA)

Elevate the prediction of Scorecards and identify early signs of churn by refining Scorecard configurations with Scorecard Optimizer. This Horizon AI feature promptly delivers recommendations to create a new Scorecard or enhance an existing Scorecard configuration. Recommendations include adding new Measures and Measure Groups, adjusting Weight allocations, defining a new Scheme Range, and much more. For more information, refer to the Scorecard section.

Note: Customers are not required to purchase the AI bundle to access the Scorecard Optimizer

Rules Engine

Auto.pngDeprecation of New Bionic Rules

Gainsight is no longer supporting the creation of new bionic rules. With this release, all Gainsight customers won't be able to create any new bionic rules or clone them. However, existing bionic rules will remain operational and can still be modified. Please note that support will continue for the existing bionic rules.

Journey Orchestrator

Auto.pngRedesigned Advanced Programs

Gainsight introduces a simplified process to build Advanced Programs that enhances the overall experience of program configuration and management. The new process offers the following benefits:

  • A flexible drag-and-drop program editor.
  • Simplified audience and actions configuration to enable faster program creation.
  • Easy addition or deletion of steps between the branches to optimize the required program structure efficiently.
  • Improved navigation between steps for a smoother experience.
  • Introduced the Evaluate step to support multiple branches in the program.
  • Effortless Day, Time, and Timezone set up for action execution in a program. 
  • Quick Query creation using a single data set for retrieving individual records from Gainsight.
  • Pre-configured Pre-defined Templates to quick start the journey creation process.
  • Ability to upload additional CSV files along with the other sources to bring additional participants into the program.

For more information on Redesigned Advanced Program, refer to the Redesigned Advanced Program Admin Guide, FAQ, and Change Document for Redesigned Advanced Program articles. 

Note: The Redesigned Advanced Program will co-exist with the existing Journey Orchestrator.

Timeline

Horizon.png Auto.png Strategic Rollout of Gainsight’s Redesigned Timeline Administration

Gainsight is introducing a major overhaul of the Timeline Administration page, bringing an enhanced and streamlined experience as part of the new Horizon initiative. This redesign aims to empower administrators by offering a simplified, visually intuitive interface and improving the creation process of Timeline activities. Starting from the third week of February, Gainsight will begin transitioning CS Production/Sandbox instances to the revamped Timeline in a phased rollout for existing customers. During this transition phase, the current Timeline will remain available until its complete deactivation around or after February 23rd 2024. 

IMPORTANT: An email notification will be sent once the transition is completed, and access to the old Timeline will be discontinued. Rest assured, any new activities or modifications made during this period will be transferred to the new environment before the old Timeline is fully retired.

New Features

Through-Partner Customer Success

Manual.png Reduce Churn and Improve Retention with Through-Partner Customer Success 

Gainsight customers collaborate with third-party sales enablers, known as Partners, to scale their sales territories. However, a common challenge faced by these customers is the lack of control over the customer success experience for through-partner customers. This prevents the Gainsight customers from effectively monitoring the health of through-partner customers or taking necessary actions in anticipation of churn. Gainsight's latest addition, Through-Partner Customer Success, empowers customers to enhance collaboration with Partners and extend the customer success experience to through-partner customers.

The following are the key benefits for Gainsight customers:

  • Track renewal and upsell opportunities effectively.
  • Identify potential churn and proactively prevent it.
  • Bring all Partners and Partner Users on a single platform, eliminating the need to collaborate with them and manage their data on platforms other than Gainsight.

Through-Partner Customer Success lets customers provide controlled access to their Gainsight org for Partner Users linked to Partners. To provide access to Partner Users, customers need to already have or purchase a new Full License for each user.

Gainsight customers leverage this functionality to:

  • Add Partners and Partner Users.
  • Provide access to selected Company and Relationship records.
  • Assign predefined and custom layouts for Company and Relationship.
  • Assign predefined and custom Permission Bundles.
  • Define custom Data Permissions to provide controlled access in the Company and Relationship records.

The following list of key terms are introduced with this feature:

Key Terms Description
Partner Third-party organizations engaged by Gainsight customers to expand sales territories, manage services, third party integrations, customer success motions, and so on.
Partner User Representatives hired by Partners, equivalent to Customer Success Managers (CSMs), managing Gainsight customers' clients. They might not or might be referred to as CSMs.
Through-Partner Customers Customers of Gainsight's customers who are managed by Partners.

1. Through-Partner Customer Success.png

For more information on how to get started with Through-Partner Customer Success, refer to the following articles:

Scorecard

AI-Supported Features.png Manual.png Improve Prediction with Scorecard Optimizer (OPEN BETA)

Scorecard Optimizer, the latest Horizon AI feature in Scorecards, empowers customers to efficiently configure and optimize their Scorecards, thereby improving overall effectiveness in renewal and churn prediction. Scorecard configuration is an admin-heavy and time-consuming task that involves months of waiting to gather sufficient data for effective configuration. Scorecard Optimizer now provides immediate AI-driven configuration recommendations for new and existing Scorecards. These recommendations cover Measures, Measure Groups, Scheme Range, and Weight allocation, speeding up the configuration process and minimizing the risk of unexpected churn during data collection.

Scorecard Optimizer brings the following key benefits to organizations:

  • Reliable Customer Health Scoring: Helps CSMs to understand the reasons behind churn or renewal, reducing unexpected churn for customers with a green score. 
  • Act on Renewal Opportunities - Empowers CSMs to quickly and efficiently respond to upcoming renewal opportunities with more accurate predictions.
  • Timely Address the Accounts at Risk - Provides optimized scorecards for timely indications of accounts at risk, allowing CSMs to create effective strategies and reduce churn.

To run Scorecard Optimizer on the Scorecards:

  1. Navigate to Administration > Scorecards
  2. Click Run Optimizer.

2. Scorecard Optimizer.png

For more information on how to run Scorecard Optimizer, refer to the Run Scorecard Optimizer article.

For more information on the commonly asked questions on Scorecard Optimizer, refer to the Scorecard Optimizer FAQs article.

P360

Manual.png Person 360  (OPEN BETA)

Gainsight is excited to introduce the Person 360 feature that unifies comprehensive person data from several sources, including Gainsight products, offering a complete view of each individual. This helps admins configure layouts with widgets to create views that drive impactful CS actions. CSMs can analyze person data to understand product usage,  sentiment, and build networks for business conversations. Furthermore, they can equip team members with essential information when preparing for meetings to facilitate impactful discussions.

Key Benefits: 

  • Provide a cohesive overview of a person’s activity across the entire suite of GS products.
  • Enable a 360-degree view of individual contacts/persons within a customer organization.
  • Toggle between consolidated views of Companies, Relationships and Overview to get a clear picture of escalations and opportunities with fewer clicks.
  • Quickly access historical data, product usage, and interaction helping to derive/formulate personalized engagement strategies.
  • Add depth to your data from directly within P360 through Timeline entries and other critical contact intelligence. Streamline meeting preparation by accessing information about a person such as meeting notes, community requests, profile details, and so on from one place.
  • Access a variety of widgets and visualizations that simplify the analysis of person data, making it easier to derive actionable insights.
  • Increase management efficiency by performing common tasks such as adding a Timeline entry, initiating an email action or adding a person to People Maps.

Harry Potter P360 2024-02-03 at 12.50.05 PM.jpg


IMPORTANT: Admins can enable this feature for end users using the Enable P360 for Users toggle button and this action can be reversed using the same button.

Enable P360.png

For more information on the feature, refer to the following articles:

Enhancements

Customer Success (CS)

360

Click here to expand for more information on 360
The Customer 360 (C360) 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.
Manual.png Annual Recurring Revenue (ARR) History Tracking

Gainsight presents the Annual Recurring Revenue (ARR) History tracking widget, a robust solution for businesses to evaluate financial performance and customer growth. Regular ARR tracking is indispensable, furnishing a holistic view of business performance over time. By meticulously observing ARR, businesses can recognize trends and patterns in customer churn, enabling a proactive approach to promptly address issues and fortify customer retention.

For more information on the widget, refer to the Configure Summary Section in C360/R360 article.

4. 360.jpeg

Gainsight Assist

Click here to expand for more information on Gainsight Assit
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.
Auto.png Enhanced Timeline Experience Outlook Plugins

Gainsight has elevated the Gainsight Assist plugins, now delivering the enhanced Timeline experience within Outlook. In this release, CSMs while logging emails to the Timeline, can now input the duration of the activity type and also change the activity type directly from Outlook, eliminating the need to navigate to the Gainsight instance.

Notes:

  • To enable this feature enhancement in your instance, reach out to Gainsight Support for assistance.
  • This enhancement covers composing, sending, and receiving emails.

For more information on how to log activities using Outlook plugin, refer to the Gainsight Assist Outlook Add-in User Guide article.

5. Gainsight Assist.jpeg

General Administration

Auto.png Single Sign-On (SSO) Capability Extended to Customer Education (CE)

Gainsight extends its global authentication mechanism to CE to enhance user experience, security, and efficiency by enabling seamless authentication and access across multiple products or product instances. SSO enables users to log in once and access all the Gainsight products without the need for multiple login credentials. This eliminates the hassle of remembering and managing multiple usernames and passwords, improving user productivity and reducing the risk of security breaches.

The strategic SSO capability across PX, CS, CC, and CE enhances security, streamlines User Management, and improves collaboration and productivity across Gainsight products and multiple product instances. 

Migration Plan

Gainsight has migrated all the CS Production instances to SSO for the existing customers. The common customers for CS and CC will have a transition to SSO in multiple phases starting with CC in the first quarter (Q1).

6. General Administration.png

Note: All new customers will have SSO enabled for all Gainsight products and product instances by default. SAML authentication is now available for all the products(CS,PX, and CC). 

Manual.png Enhanced Permissions for Cockpit and Success Plan

Gainsight is pleased to announce new features enhancing the permissions for the Cockpit and Success Plan modules. Thanks to community feedback, we're introducing more precise user control in our Cockpit and Success Plan modules.

Enhancements in the Cockpit:

The Cockpit now has improved settings, allowing admins to better control user actions, thus enhancing data security and efficiency.

Admins can now limit users from performing the following actions in the Cockpit:

  • Deleting a Call-to-Action (CTA).
  • Creating a new CTA.
  • Applying a Playbook.

Permission bundle 1 (1).jpeg

Enhancements in Success Plan:

Gainsight has also upgraded the Success Plan, used by CSMs and Partners, with stronger admin controls for better management and security. This addition ensures a more secure and controlled environment for managing success plans.

Admins can now limit users from performing the following actions in the Success Plan:

  • Deleting a Success Plan.
  • Creating a new Success Plan.
  • Applying a Template to a Success Plan.
  • Sharing a Success Plan.

permission bundle 2 (1).jpeg

To know more about how these settings are applied in the custom bundles, refer to the Permission Bundles article.

Horizon Analytics

Click here to expand for more information on Horizon Analytics

As a company, you have plenty of customer data available, but 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.

Community.png Manual.png Inline Editing in Report

Gainsight introduces the Inline Editing feature in Reports, streamlining the data editing process for CSMs. Inline editing simplifies data management by removing separate edit screens, saving time and reducing complexity. 

CSMs now have the ability to update information directly on the report page without navigating away from the information page, ensuring a user-friendly, spreadsheet-like experience. Additionally, inline editing supports mass edit capabilities, allowing for efficient simultaneous updates of multiple records.

This feature supports all low-volume custom objects, case objects, and GS opportunities, thus align with our aim to boost CSM efficiency and offer a complete solution for customer success workflow in the Gainsight platform.

Key Benefits for Inline Editing:

  • Enhanced Data Management Efficiency: Inline editing allows CSMs to efficiently manage and update data within the Gainsight platform.
  • Increased Productivity for CSMs: Inline editing provides the ability to edit multiple records at once, significantly boosting productivity. 
  • Enhanced User Experience: Inline editing eliminates the need to navigate through multiple screens for data updates, leading to a more integrated and seamless user experience.

9. Horizon Analytics.png

To enable Inline Editing, the report module admin needs to turn on the Enable Inline Editing toggle switch from the General Settings page. For more information on how to configure inline editing, refer to the How to Build Basic Reports article.

Setting Change- Documentation - Zoom 2024-02-01 at 8.13.46 PM.jpg

Notes:

  • When you drag the low-volume custom objects, case objects, or GS opportunities fields to Show Me, it enables inline editing. However, the Report module admin still needs to configure fields for inline editing.
  • Inline editing supports low-volume custom objects, case objects, and GS opportunities, however, for GS opportunities, the Renewal Center must be enabled.
  • Report Module Admins decide inline editable fields at the report level.
  • System fields, formula fields, and lookup fields are not supported for Inline Editing.
Manual.png Add Record in Gainsight Reporting

Gainisight introduces the Add and Edit Record function in Reports to enhance the user experience for both admins and end-users. This enhancement enables users to add and edit new records effortlessly on the record page without navigating away, saving time and reducing complexity. The primary focus of this enhancement is on enabling seamless record management and ensuring a consistent user experience. 

The Add and Edit record is supported on all the report consumption areas, allowing Admins to tailor the user experience.  This improvement significantly reduces the user disruption in the workflow and enhances the efficiency and usability of Gainsight Reports.

Key Benefits for Add Records:

  • Simplify the data entry process, making record management more easy.
  • Ensures a consistent user experience across all report consumption areas. 

11. Horizon Analytics.png

To enable the Add and Edit Record functionality for both new and existing reports, the report module admin needs to turn on the Enable Add Record toggle switch from the General Settings page. For more information refer, How to Build Basic Reports article. 

Setting Change- Documentation - Zoom 2024-02-01 at 8.13.46 PM.jpg

Notes:

  • The Report module admin can decide which reports should have the Add and Edit capability enabled.
  • CSM can add and edit new or existing records if the report module admin has enabled the Add Record capability on those reports.
  • Add Records is supported only on low-volume custom objects.
Auto.png Enhancements in Horizon Analytics Platform
Count Distinct Function for Creating Accurate Report

Gainsight introduces the Count Distinct function in the Add Formula Field dialog box in the Reports. Optimize your reporting efficiency and accuracy with Gainsight's new Count Distinct function. This ensures streamlining data management, ensuring unique ID counting, and elevating overall report quality.

  • Unique ID Counting: The Count Distinct ensures the counting of unique IDs only, preventing the inclusion of duplicate entries in reports.
  • Accurate Reports: The Count Distinct contributes to the generation of more accurate reports, providing users with reliable and precise information.

13. Horizon Analytics.jpeg

Seamless Date Calculation with Date Difference and Milliseconds Value

Gainsight brings the following two new features in the Add Formula Field dialog box in Reports:

  • Date Difference in Formula Fields: With the Date Difference users can effortlessly compute the average date difference between the two date fields. This function eliminates the complexities of date calculations, providing users with a direct and efficient solution seamlessly integrated into Gainsight Reports.
  • Milliseconds value in interval options: The Milliseconds value enhances the precision of date calculations by calculating the difference in milliseconds between start and end dates. This functionality improves accuracy, enabling users to obtain more detailed insights.

These improvements enhance the reporting capabilities of Gainsight, providing users with a more adaptable and insightful experience.

Milliseconds.png

Note: From the Field settings, users can choose the date format. 

Enhanced Data Visualization with Percentage-Based Bar Chart Derivative 

Gainisight introduces percentages in the bar chart derivative, replacing the raw values. This enhancement provides users with a more intuitive and informative data visualization experience. Users can choose to view the percentage contribution in relation to all data points or individual data points. This feature offers a clear visual reference, facilitating informed decision-making by quickly conveying the distribution values within the chart.

Screenshot 2024-02-01 at 1.01.51 PM.png

Note: To view the percentage values in the Bar Chart derivatives, turn ON the Show Percentage toggle in the Chart Settings.

Missing Data Points

Gainsight introduces the Missing Data Points for the Picklist data type in Reports filling the gap for missing data. You can view the missing data points in reports as Data Not Available. This helps users identify gaps in the report due to a lack of data availability, and take the necessary actions.

Note: To use the Missing Data Points feature, turn ON the Enable Missing Data Points toggle in the Chart Settings.

Missing data.jpeg

Extending Group By functionality on Multi-Select Picklist fields in Reporting

Gainsight supports Multi-Select picklist data type in the Group By section of reports. This allows users to perform group-by functionality on a Multi-Select picklist, thus enhancing their capabilities in effective data reporting and analysis.

Product Requests

Click here to expand for more information on Product Requests

With Product Requests, the Productboard and Aha integration enables CS teams to track their customer’s product requests throughout the entire lifecycle.  CSMs can not only capture these requests directly within 360, but they’re empowered with the ability to share this feedback directly into Productboard or Aha where product managers will gain visibility into these insights to help guide their roadmap strategy. Lastly, CSMs can confidently communicate the status of these requests back to their customers with direct views into where these have landed in regards to product planning. This seamless workflow enables CS to share customer feedback and helps prioritize the right features that will solve real customer needs and drive growth for the organization.

Auto.png Independent Product Requests

The Independent Product Requests feature is designed to cater to a broader range of customers, including those who use product management tools other than Aha! and Productboard, as well as those who may not currently use any product management tool.

Following are the key benefits of Independent Product Requests:

  • No Integrations Required: Customers using different Product Management tools no longer need to wait for integrations. They can now share the data with the Product Management team using Gainsight's reporting capabilities. Additionally, the data can be pushed into tools used by Product Managers using the Rules engine.
  • Product Requests Configuration: The Independent Product Requests enhancement allows administrators to configure Product Requests without integrating any Product Management tools. This allows admins to customize the Product Requests process according to their needs.
  • Manual Status Addition: Admins can manually add Enhancement Request (ER) statuses, such as Pending Review, Accepted, Declined, and Delivered.
  • Summary Widget Customization: Admins can select the ER statuses to be included in the Summary Widget, offering a personalized and streamlined view of product requests.

This feature aims to offer a more user-friendly and adaptable Product Requests feature, ensuring a seamless experience for all customers, regardless of their current product management tool. It provides administrators with increased control over configurations and reduces dependency on integrations.

Screenshot 2024-02-02 at 3.48.31 PM.png

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 lif e-cycle. You can share the updated 10-min. training on Timeline with your Gainsight end users!
Auto.png Community.png Horizon.png Simplify Admin Experience with Horizon Timeline
IMPORTANT: This enhancement will be deployed in stages to ensure a smooth transition for all our customers.The transition period is set for February 12th to 23rd. You will receive a notification as soon as the updated features are available in your production org. 

Gainsight has undertaken a significant redesign of the Timeline Administration page, introducing a fresh and enriched experience as part of the new Horizon. The objective is to empower administrators by simplifying the interface, providing a more visually intuitive experience, and optimizing the process of creating Timeline activities.

Key Improvements:

  • Improved feature usability
    • Streamlined the workflow for creating activity types for a smoother experience.
    • Refined the configurations related to associated records to enhance clarity.
  • Rearrange and Preview Fields
    • Admins can effortlessly rearrange and preview the order of fields directly within the Create Activity Type screen.

17. Timeline.jpeg

  • Streamlined Configurations
    • Redundant configurations have been streamlined. Admins can now choose between company and relationships, eliminating the need to select a Global activity type for all activities. 

For more information on modifications made to the interface, refer to the Timeline Horizon Experience For Admins: Change Document article.

Customer Experience (CX)

Journey Orchestrator

Click here to expand for more information on Journey Orchestrator

Journey Orchestrator is your center for automated communications. It leverages the power of automation to make your job easier as you communicate with customers at scale. Gainsight enables customer success teams to launch automated emails based on customer attributes such as health score, product usage, survey results, and lifecycle stage. Through automation, you can scale customer touches and engage with a growing list of customers often and effectively. 

Note: Admins are invited to join live instructor-led training on Journey Orchestrator every 6 weeks!

Auto.png Introducing Timezone in Advanced Programs
IMPORTANT: This enhancement will be deployed in stages to ensure a smooth transition for all our customers.The transition period is set for February 12th to 23rd. You will receive a notification as soon as the updated features are available in your production org. 

Gainsight introduces a Timezone enhancement in Advanced Programs. Previously, admins had to rely on various sources and schedules to incorporate participants from different time zones into the program, ensuring emails were triggered at the right time. With the timezone enhancement, this process is now simplified. Admins can easily set the day, time, and timezone for the action execution for the entire program using just one source for all participants.

Example Business Use Case:

Admins can set the day, time, and timezone for the entire program, sending all emails during business hours (e.g., between 9 AM to 5 PM) or at a specific time of the day.

Screenshot 2024-02-02 at 6.13.26 PM.png

Auto.png Introducing Query Source in Advanced Programs

Gainsight introduces the Query source in the Redesigned Advanced Programs. With this enhancement, admins can now leverage data prep tools within Journey Orchestrator to effortlessly build queries. This streamlined process involves creating queries using a single data set, allowing admins to retrieve individual records from Gainsight. 

This feature offers flexibility for tailoring queries to meet specific needs, enhancing the overall experience of data retrieval. It also allows users to save queries as templates for future use in other programs.

Screenshot 2024-02-02 at 6.08.27 PM.png

Auto.png Pre-defined Journey Orchestrator Templates
IMPORTANT: This feature will be available for US1 customers from February 14, 2024 onwards.

Gainsight introduces pre-defined templates in advanced programs to a quick start the journey creation process in Journey Orchestrator. The primary goal of this feature is to empower admins with a straightforward and efficient method to create common types of customer journeys, eliminating the need to start from scratch on each occasion. Following are the five types of pre-defined templates:

  • NPS Survey for customers
  • NPS Survey for customers due for renewal
  • CSAT Survey for customers
  • Welcome and onboarding
  • Single-step email announcements

The following are the key benefits of Pre-defined JO Templates:

  • Effortless Journey Creation: Admins can leverage pre-defined templates for common journey types such as surveys, quick email announcements, onboarding sequences, and more.
  • Pre-configured Action Steps: Pre-defined templates come with pre-configured action steps that allow admins to initiate journey creation swiftly.
  • Flexible Customization: Admins can customize the configuration of pre-defined templates to meet specific requirements.

This enhancement aims to streamline the journey creation experience, enabling admins to strike the right balance between efficiency and customization for their unique needs.

Screenshot 2024-02-02 at 6.06.51 PM.png

Auto.png Ability To Upload Additional CSV With Other JO Sources

The Redesigned Advanced Programs allow admins to add only a single source for the audience. This limits the ability to add a seed list or bring in ad-hoc participants to the program.

Gainsight introduces the ability to upload additional CSV files along with the other sources (Segments, Data Spaces, Queries, or Events) in Journey Orchestrator to bring additional participants into the program. 

Notes: 

  • A maximum of five CSV files can be uploaded to any source. 
  • The uploaded CSV file must contain the same number of columns and column names as the previous source.

Admins can also view a quick summary of source information from the Audience page in Advanced Programs.

This enhancement aims to improve the efficiency of Journey Orchestrator workflows, providing users with a more intuitive and streamlined experience.

Screenshot 2024-02-02 at 6.10.12 PM.png

Auto.png Pre-defined Email Templates

Gainsight introduces an out-of-the-box system object that provides users with details on job runs and their execution across the Gainsight system. This enhancement aims to simplify the Admin role by offering a unified reporting mechanism for all executions within Gainsight.

Gainsight introduces Pre-defined Email Templates that are designed to enhance the efficiency of creating email communications within Gainsight, thus providing admins with a simplified and effective way to build email templates. Pre-defined templates are available for common scenarios such as survey, newsletter, product onboarding, welcome email, webinar, renewal and so on.

The following are the key benefits of predefined email templates:

  • Pre-defined Templates: Pre-defined templates are pre-configured and allow admins to initiate email template creation swiftly, eliminating the need to create them from scratch.
  • Flexible Customization: Admins can customize the configuration of pre-defined email templates to meet specific requirements.

The ten available pre-defined email templates are:

  • Survey email
  • Inline Survey email
  • Thank you survey email
  • Reminder survey email
  • Welcome email
  • Onboarding email with product feature
  • Newsletter
  • Webinar
  • Renewal
  • Training

23. Pre-defined Email Templates.png

Auto.png Email Template Builder Enhancements

Gainsight introduces several enhancements to the Email Template Builder, that provide admins with more flexibility and control over the design and functionality of email templates. The following are the key enhancements:

  • New Social Media Icons: Admins can now choose from a variety of social media icons available in the Social Element. They can select up to five icons at a time.
  • Button Corner Rounding: Admins can customize the appearance of buttons with the new corner rounding feature. They can increase or decrease the rounding level to achieve the required visual effect.
  • New Filters: Email Templates now offer additional filters - Created By and Modified By. Admins can easily filter the email templates list based on these filters, streamlining template management.
  • Table Theming: Admins can now select a table theme for improved visual consistency in the Reports element of the Email Template Builder.
  • Increased Guided Prompts: Email Templates now provide an increased number of guided prompts to assist admins. This enhancement conveys each element supported in a different product area during the creation of email templates. Additionally, it informs that default mappings (for tokens, surveys, and reports) are exclusively supported in Email Assist and Playbook. These improvements aim to enhance the user experience and reduce potential confusion while creating email templates.

These enhancements aim to empower admins with more choices and customization capabilities within the Email Template Builder. 

24. Email Template Builder Enhancements.png

Platform

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.
Auto.pngOne Click Integration
              IMPORTANT: This enhancement will be deploye d on February 15th, 2024 for US2 customers.

Gainsight unveils a one-click integration upgrade, streamlining the connection among its diverse products—Customer Success, Product Experience, Customer Communities, and Customer Education. This enhancement not only aligns with Gainsight's strategic vision of being a multifaceted platform but also underscores its evolution beyond a single-product identity.

In this update, Gainsight has streamlined it’s Product Experience (PX) integration to offer a more turnkey, self-service experience. Now, with just one click and minimal configuration, you can easily access valuable insights from PX usage data.

For more information on how to integrate the Product Experience platform, refer to the Product Experience (PX) Integration article.

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Data Management

Instrumentation SDK - Standardising Jobs: Logging the Job State 

Gainsight introduces an out-of-the-box system object that provides users with details on job runs and their execution across the Gainsight system. This enhancement aims to simplify the Admin role by offering a unified reporting mechanism for all executions within Gainisght.

Key Benefits:

  • Unified Execution Tracking: The system object ensures a consistent and unified approach to track and manage executions across Gainsight. 

  • Streamlined Reporting & Administrative Simplicity: This improvement makes the administrative role easier by providing a unified way to report, making it simpler to supervise and handle various executions in Gainsight.

(The enhancement has been excluded from this release. You will be informed whenever it is available.)

People Management

New Email Fields in Company Person and Relationship Person Objects

Gainsight has introduced new email fields in the Company Person and Relationship Person objects. These fields enable admins to capture and store extra emails for contacts directly within these entities, eliminating the need for custom fields. Previously, admins were required to create custom fields to capture additional email addresses for Company Person or Relationship Person contacts.

For more information on the newly added fields, refer to the Gainsight Person Object Model article.

Auto.png Match Criteria to Minimize Duplicate Person Records
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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.
 

Admins can now define robust person match criteria from the People Admin page to minimize duplicate person records. Prior to this release, the Resolution Keys functionality was used to prevent duplicate records in people records management. This had become less effective due to evolving business processes and data models, since it was confined to the Person object to define uniqueness. Hence Gainsight has introduced a new match criteria that has the ability to incorporate attributes from Company Person and Relationship Person objects, in addition to the person attributes bringing a more nuanced definition of uniqueness that can adapt to diverse business needs. 

The new Match Criteria play a crucial role in reducing duplicate person records while importing person data into Gainsight using Rules Engine, Connectors, the People Admin section, or the People section. 

IMPORTANT:

  • The criteria that was previously configured as Resolution Key is now available as the default match criteria.

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For more information on configuring Match Criteria, refer to the following articles:

Rules Engine

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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.
Auto.png Accelerate Rule Creation with Templates on the Rules Engine (OPEN BETA)

Gainsight is thrilled to announce the launch of our new Rules Template feature, a transformative tool designed to streamline Gainsight administration.

Key Highlights of the Rules Template Feature:

  • Access Pre-Built Templates: Quickly access a library of templates tailored for various business challenges, streamlining Gainsight administration.
  • Industry-Aligned Templates: Select from best-practice templates based on Gainsight’s insights for relevant and effective Customer Success workflows.
  • Effortless Rule Configuration: Easily create rules with pre-configured templates, offering simplicity and customization.
  • Fostering Iteration and Exploration: Empower admins to refine and explore new Customer Success workflows, enhancing user experience and value.

This feature will revolutionize Gainsight interaction for admins, enhancing accessibility and impact for businesses of all sizes.

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For more information on how to select rules templates, refer to the Rule Templates 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.
Auto.png Partner Success in User Management

The Partner Success feature in User Management equips with the following capabilities for managing Partners:

  • Add Partner Users: Effortlessly add partner users through User Management.
  • Organize with User Groups: Logically organize partner users by placing them into designated Partner User Groups.
  • Permissions and Data Control: Vendor Admins can define separate permission bundles for partner users with limited features and apply data permissions at the Partner User Group level.

These updates aim to provide a more efficient and organized Partner Management experience. 

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Auto.png Improvements to Data Permissions

Gainsight is excited to announce the introduction of Inheritance Rules in Data Permissions. This update offers administrators enhanced control over data access by allowing them to set customizable conditions using both OR and AND logic. This feature addresses the need for precise data visibility adjustments based on various user roles.

In the previous system, when a child object inherited permissions from a parent object, any specific rules for the child object were overridden by a default 'OR' condition. This led to users having access to all the data of the child object, often more than necessary.

With the new Inheritance Rules, admins can now define access more strategically. For example, certain users/user groups should have access to CTAs that are owned by them, while others can have access at a company level. Inheritance rules allow admins to define different rule conditions to provide access to different users based on their roles.

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Additional References

For more information on: