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Gainsight Inc.

Release Notes: Version 4.31 August 2015

The purpose of the release notes is to inform users of the various bug fixes, enhancements, and UI/UX changes incorporated in the Gainsight application. It may also contain procedures for using new or modified features.

Major New Capabilities

1. Relationships

Relationships help CS manage each connection point (Relationship) with your customer. Here are some examples:

  • Your organization sells a product multiple times to the same customer for different teams, business units, or use cases. And you want to track success for each team, business unit, or a use case. You can manage the success of each sale as a relationship within Gainsight. 

  • Your organization sells multiple products to the same customer, and each product is managed by a different CSM. 

  • Your organization typically manages specific projects or events for their customer and each project or event is managed separately. You can manage success using relationship with each project or event.


If you have different CSMs managing different Relationships with the same customer, then Relationships could be useful for your organization. This feature is also useful if a single CSM manages a customer, but treats this customer as multiple ‘accounts’ based on product, department or other attributes. In this case, the CSM will typically require separate 360 views and want to manage scores and CTAs separately.

If all you need are specific reports by attributes, such as product or department, rather than fundamentally managing a customer as separate ‘accounts’ or relationships based on these attributes, you should just create the right reports with appropriate filters and add them to your existing Customer 360.

Related articles: Relationships Overview, and Setting Up Relationships.

2. Success Plans

Success Plans is a new feature that Admins may enable to display on the Customer 360 page. Success Plans help CSMs monitor and drive success with individual customers based on objectives and criteria that they define. With Success Plans, a new Call to Action (CTA) type is introduced called Objectives. Success Plans may be composed of one or more Objective CTAs, and may include associated Tasks, either manually created or applied through Playbooks.

Admins, for more information, please read Configuring Success Plans for the C360. For users, please read the article Create Success Plans in the C360.

3. Send Surveys via CoPilot

You can now send Surveys via CoPilot outreaches, in addition to the existing distribution methods, such as sending surveys via Salesforce emails or Marketo.

There are 2 new use cases that are now possible by sending surveys via copilot

  1. Dynamic recipients set via filters: CoPilot power lists enable you to add survey recipients based on various Account, Opportunity, Contact attributes in Salesforce or MDA. This is a dynamic list, which means that any contact that meets the criteria at time of sending survey will receive the survey. This is contrast to using existing distribution methods where a static list of subscribers are added while creating the survey.

  2. Copilot also enables you to send a daily batch of emails based on looking at the date fields of various objects. The effect of this is you can send users a survey within 24 hours of contacts performing an event. In some use cases, customers may need to send a survey email immediately, or a few minutes after a triggering event, such as when a case is closed. In this case, you still need to work with Services to create a custom script, but hopefully the new 24-hour SLA is sufficient for the majority of use cases. 


The other benefit of using survey via copilot is to use copilot’s WYSIWIG email template creator and Gainsight’s email gateway enabling you to send higher volumes

Click here for more information on sending Surveys via CoPilot.

Other Enhancements

Custom CTAs

Enhancement LocationAdministration>Cockpit Configuration> Call to action type

Description: You can now configure up to 8 custom Call to Action types, excluding Risk and Objective type CTAs, which cannot be edited.

In addition, you can now create milestones using For Open CTA and For Closed CTA drop-down boxes when a CTA’s state changes to Open or Closed. For example, you might want to create a milestone named as Risk Identified when a CTA is in the Open state, and a milestone named as Risk Resolved when a CTA is in the Closed state. For more information on creating a CTA type, refer to Creating Custom CTA types below.

Creating Custom CTA Types

Previously, customers were limited to three Call to Action (CTA) types: Events, Risks, and Opportunities. With this release, we’ve introduced a new CTA type, called Objective, which can only be created via Success Plans. Also, Admins can now customize the name of the Events and Opportunity type CTAs, as well as create up to 6 additional custom CTA types.

Custom CTA types are useful when you have a process distinction between CTAs that requires separate data capture, Playbooks, CTA detail views, and potentially CTA reasons. For example, you could create a custom CTA type to distinguish between known customer risks, versus risk indicators (based on usage data). In this example, you could use the existing Risk CTA type for all manually created risk CTAs; and create a custom CTA type called Risk Indicator for all risk CTAs triggered by the rules engine.

To create a CTA Type:

  1. Go to Administration > Cockpit Configuration > Call to action type.
  2. Enter appropriate values in the following fields:
    • Name: The CTA Type name. For example, Risk Indicator.
    • For Open CTA: The milestone to create when the CTA created is in the Open state. For example, Risk Identified.
    • For Closed CTA: The milestone to create when the CTA created is in the Closed state. For example, Risk Resolved.
  3. Click Save.
  4. Optionally, to edit a CTA type, double click the CTA type field under Call to action type and then click the save icon.

Note: When automating creation of CTAs using Rules Engine, while defining an Action Type, you can add additional identifiers or tokens (from the Show fields) in the Name field using “@”. For example, in the Name field you can enter @ and then click on the desired field to add it as an identifier in Name. This allows you to create unique CTAs.

2. Enhancement Location: Playbooks

Description: When adding a playbook, the CTA types can now be selected using a drop-down box, instead of radio buttons.

3. Enhancement Location: Cockpit > List View

Description: When you click the + icon to create a manual CTA, any custom CTA types now appear in the drop-down list.

4. Enhancement Location: Cockpit > List View

Description: To filter the CTA list view, Type and Priority filters now appear in drop-down boxes.

5. Custom CTA Types are available for selection in:

  • Administration > Cockpit Configuration > Detail view layout configuration: The custom CTAs created appear while configuring a CTA detail view layout.
  • Cockpit > Operational Reporting > Leader board: For custom CTA types, operational reporting is enhanced to accommodate the configured custom CTA types.
  • Cockpit > Operational Reporting > Overview: For custom CTA types, operational reporting UI is enhanced to accommodate the configured custom CTA types.
  • Customer 360 page: We have introduced a new UI for viewing Open Calls to Action, which displays the count of open CTAs for each CTA type.

CoPilot enhancements

CoPilot enhancements

1. Enhancement LocationCockpit > CoPilot > Outreaches

Description: Power List now appears as a drop-down box in the To: field while configuring an email outreach.

2. Enhancement LocationCockpit > CoPilot > Email Templates

Description: While creating an email template, you can now assign default values to tokens. When running an outreach, if a recipient does not have the token value from the power list, the email will go out with the default value. This works in conjunction with an outreach setting where emails are skipped because of missing token values.

3. Enhancement LocationCockpit > CoPilot > Power Lists

Description: The Power Lists UI now displays the power list name that is being executed (Running) and the count of power lists that are In Queue.

The following UI appears when you click the Power Lists tab (first image below). The following UI appears (second image below) only when a power list is refreshed.

4. Enhancement Location: Cockpit> CoPilot > Email Templates

Description: The Email Templates list view is enhanced to display the number of Outreaches using a particular email template. In addition, you can hover over the Outreach’s count to view Outreach names that are using the email template.

5. Enhancement LocationCockpit > CoPilot > Email Templates

Description: When creating an email template containing an image, you can hover over the image; then long-press the mouse pointer on the arrows and drag to resize the image. The maximum size of the image is the canvas size that you have selected, and the minimum size is 18X18 pixels. In addition, the image size should not be greater than 2 MB, and the supported image formats are BMP, JPEG, and GIF.

6. Enhancement LocationCockpit > CoPilot > Email Templates

Description: You can now send responsive email templates to customers using the Responsive button, which is newly added. By default, the email template layout is set to Responsive. With the As Is option, the email layout will appear similar to the one you design in Email Templates, and is recommended for Campaign emails. The Responsive email layout will realign itself as per the recipient’s device layout screen, and is recommended for personalized emails.

Success Snapshot Enhancements

Success Snapshot Enhancements

1. Enhancement LocationAdministration > Success Snapshot > [Create a Success Snapshot using an MDA collection].

Description: When creating a report in Success Snapshot, you can now select a report that is created using Report Builder on an MDA collection. In the above image, we are adding the Mongo Agg report in Success Snapshot. In addition, the drop-down box displays all reports that have been created using Report Builder on the Mongo Account collection.

Notes:

  • In addition to Salesforce objects, you can now select reports created on MongoDB, Postgres, and Redshift collections.
  • Except Packet Bubble visualization, all the other visualizations can be used for generating Success Snapshot reports.

2. Enhancement Location:  Administration > Success Snapshot > [Create a Success Snapshot on Salesforce object]

Description: Earlier the color configuration defined in Salesforce for various functionalities, such as CTAs, did not appear as expected in Success Snapshot reports. With this release, you no longer have the color mismatch. The Success Snapshot report’s color now matches with colors configured in Salesforce.

Customer 360 Fixes

1. Issue Location: Customer 360


Issue & Resolution: When a CS 360 section of the type embedded page containing a login screen or a textbox is added to Customer 360 page, the page automatically scrolled down to such a section, which was an incorrect behavior. This issue is now resolved.

2. Issue Location: Customer 360


Issue & Resolution: When a new related list record was being added from Customer 360 Related list section linked to a custom object, the following issues occurred:

  • the "page does not exist" error occurred.

  • the account name was not populated automatically.


These issues are now resolved. You can now add records from a related list section in a Customer 360 that is linked to a custom object. Note: For account name to auto populate for all users, the existing sections with issues must be re-saved by a user with API Access.

Note: For account name to auto-populate for all users, the existing sections with issues must be re-saved by a user with the following permissions:

  1. API Enabled

  2. View all data 


To enable these permissions:

  1. Go to Setup > Administration Setup > Manage Users > Profile; then select your profile.

  2. Click Edit.

  3. Under Administrative Permissions, select API enabled checkbox and select View all data checkbox.

To enable API:

1. Go to Setup > Administration Setup > Manage Users > Profile; then select your profile.

2. Click Edit.

3. Under Administrative Permissions, select API enabled checkbox.

3. Issue Location: Customer 360


Issue Description & Resolution: You no longer get inactive stages in the drop-down box while adding or editing a customer.

Playbooks Enhancement

Playbooks Enhancement

Enhancement LocationCockpit > Playbooks > + Add Playbook/ Edit a Playbook

Description: Playbook’s UI has been enhanced to accommodate custom CTA types when creating or editing playbooks.

Rules Engine Enhancements

Rules Engine Enhancements

1. Enhancement LocationAdministration > Rules > Create a rule

Description: When defining an Action Type, while creating a rule, you can now add Show fields or tokens (present on the Setup Rule page) in the Name field. On the Setup Action page, type “@” in the Name field to populate the Show fields; then click on the desired field. This allows you to create an additional identifier for the action type being created.

For example, you can add Account Name as an additional identifier in the Name field so that the Action Type name is more meaningful. In addition, you can change text in the Name field.

Notes:

  • Only custom rules support this enhancement.
  • This enhancement is available only for the Call To Action Action Type.
  • In addition to Type and Reason, if Include in identifiers is selected the Show fields added in the Name field will act as additional identifiers, which will help us prevent duplicate Action Types.
  • The value generated in the Name field should not exceed 80 characters.

2. Enhancement LocationAdministration > Rules > Create a Rule with Call to Action (Action Type)

Description: You can now choose whether weekends are included while assigning Call to Action (Action Type) due date. Earlier, by default, all weekends were skipped for task due date. For more information on Due Date, refer to the Add Task section in How to Setup Playbooks.

Note: You must edit the existing scheduled rules to implement this enhancement.

3. Issue LocationRules Engine

Description & Resolution: A power list having more than 1 million records prevented scheduled rules from getting executed. The issue is resolved. The power list generation rules that prevent other rules from getting executed will be marked as failed, and an email will be sent to the org owner. You will no longer be able to create a power list with more than 1 million records.

Reporting Enhancements

1. Enhancement LocationAdministration > Reports 2.0 > Report Builder

Description: Gainsight is enhanced for multiple currency support. Earlier we supported only the Dollar denomination, whereas now we support several other currencies as well. This will help you in generating currency specific reports.

Note: You might have to raise a Salesforce ticket to enable currency support in your Salesforce org. Please refer to Salesforce documentation. In addition, we support all currency denominations that Salesforce supports.

2. Enhancement LocationAdministration > CS360 Sections

Description: On a CS360 section, you can now filter an MDA report using the Filter the report by field.

Notes:

  • The filter you select has to be a String field.
  • For filtering, you cannot select fields that are at the second sub-level.  For example, in the following image you can select a filter, such as EID > Account ID (EID is Enterprise ID) and not as EID > Account ID > [Another Look up].

Survey Fixes

  • You can now view the correct survey response count.
  • You can now view the correct count/analytics for an NPS survey.
  • When a CTA was created for a Survey Response, the survey link present in the Comments section of the created CTA detail view was not clickable. The survey link in the Comments section is now clickable.

Connector Enhancement

Connector Enhancement

1. Enhancement LocationAdministration > Integration > Data Load Configuration > [Click on any of the existing projects or create one]

Description: On the Run or Schedule an aggregation page, you can now select the desired time zone for scheduling an aggregation.

Note: The time zone set in Administration > Rules > the clock icon is reflected in the Time zone drop-down box.

Gainsight Mobile Enhancement

Chatter posts addressing an Account or a Customer are now supported.

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