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Gainsight Inc.

Release Notes: Version 4.0 January 2014

V4.0 release of Gainsight introduces the new Gainsight Homepage (“Gainsight” tab) along with significant enhancements to UI Views, Dashboards and additional features delivered from Gainsight’s native app.

Enhancements to UI Views and Dashboards

UI view and Dashboard includes multiple enhancements to improve the usability and additional functionality as well.

"Current User" as a dynamic variable in filters and report params

"Current User" as a dynamic variable in filters and report params

Current user is a dynamic variable which represents the current logged in user. This variable can be used as the value while adding a filter or report parameter on fields whose data  type is Lookup(User). This dynamic variable  is available in both UI Views and Report parameters.

For example: If a filter is added as Account Owner is equal to “Current User”, then the resulting view of will get all the accounts where Owner is equal to the current logged in User.

Enhanced support to filters on fields of the type "PickList"

Enhanced support to filters on fields of the type "PickList"

Prior to V 4.0 while adding a filter or report parameter on a field on the type ‘Picklist’, only one picklist value could be associated per filter. To create a view that returned all the records where Account Industry is either ‘Schools & Education’ or ‘Telecommunications’ or ‘Utilities’, it was required to have 3 different report parameters separated by an ‘OR’ condition.

With the enhancement added in V 4.0, a filter can be created to say Account Industry Includes ‘Schools & Education’ or ‘Telecommunications’ or ‘Utilities’. This enhancement reduces the need to create multiple filters/report params in situations where we want to report on records from multiple values of a picklist field.

Support of additional measures in user adoption

Support of additional measures in user adoption

Prior to V 4.0 we could not map more than 100 measures under “Measure Column Mapping” in “Usage Configuration”

This restriction has been relaxed and now more than 100 measures can be mapped to their corresponding column. This relaxation is also extended to the adoption measures selection in adoption tab and 360 views. If more than 100 measure are configured and mapped, all the measures will be visible in the measure selection dropdown. However at once more than 100 measures cannot be selected to be viewed in an adoption graph.

Enhanced customization support for Gainsight Custom Objects

Prior to V 4.0 any custom field added on the Gainsight objects (Customer Info, Alert, NPS, Adoption, Transactions) were not available while creating a UI view and Dashboard component. With V 4.0 this restriction is being relaxed in both UI views and Dashboard.

Dashboards - All custom fields on the following objects will be visible to be used as Data Category, Data Series, FIlter, Report parameter and in the list of available fields for the drill down list view:

  1. Adoption
  2. Alerts
  3. Customer Info
  4. NPS Survey Response
  5. Transactions
  6. Churn

UI VIews - All custom fields on the following objects will be visible to be used as Filter, Report parameter:

  1. Customer Info
  2. Adoption
  3. Alerts

Also, customers will now have the ability to do an “Advanced Search” on all fields of Customer object.

Scorecard Mass Edit

Scorecard Mass Edit

V 4.0 introduces a new application area “Scorecard Mass Edit” under UI Views. This view shows all the active scorecard measures across the customers displayed in this view. A scorecard mass edit view can include fields from Account object or customer info object. The results in this view can also be filters based on Account and Customer info attributes.

Scorecard mass edit view can be added to any of the home page layouts which can be accessed from Gainsight Home (New in V 4.0).

Updating measure scores and comments in a Scorecard View

Updating measure scores and comments in a Scorecard View

Selecting a cell and then clicking enter/return key or double clicking on the respective measure cell will open the score slider. Score slider can be used to set the score of a measure. Score slider can be moved using the mouse of left and right arrow key on the keyboard.

Tab key can be used to select the next cell in the Scorecard view.

Overall health for a customer cannot be updated when ‘Enable Customer Level Rollup’ setting in Scorecard Configuration, Global settings is enabled.

Showing or hiding measure comments

Showing or hiding measure comments

By default scorecard measure comments are not visible on the grid. Enabling measure comments from the ‘Comments’ checkbox at the top right corner of scorecard view will add an additional column beside each score showing the comment for that measure. The comments are also editable. Double click on a cell or select the cell and click enter to open the text area to enter text and save it.

Showing or hiding customer goals

By Default customer goals are not visible on the grid. Enabling customer goals from the ‘Goals’ checkbox at the top right corner of scorecard view will add an additional column beside the Overall health score representing the customer goals. Customer goals are editable similar to measure comments.

Ability to hide Standard Views

Ability to hide Standard Views

Prior to V 4.0, the standard views in each of the following tabs were always visible and it was not possible to hide them -

  1. Customers
  2. Transactions
  3. Churn
  4. Alerts list, Alert card
  5. Adoption
  6. Scorecard Mass Update (Newly introduced in V 4.0)

All these view are now listed as standard views under Administration, UI Settings and can be hidden from being displayed in their respective tab

User State Preservation in Insights Dashboards

Prior to V 4.0 user state preservation was not available in Insights Dashboards. In V 4.0, state preservation is being extended to Insights Dashboards.

Changes made to insight dashboard report parameters will now be preserved across Session.

Introducing Gainsight Home

V 4.0 introduces Gainsight tab which will be the Home page for Gainsight Application. Multiple “Home Page” layouts can be created that can contain UI views and/or dashboard graphs from different application area. Gainsight home also provides a customer search at the top right corner to easily search for and navigation to a customer 360 view.

Introduction and Business Need

Customers are using Gainsight across various functions. The information required by each function is different. For example, CSMs would be more interested in information of accounts that are at risk. A Manager might be interested in number of open alerts and the status of all accounts. In order to provide different customer functions with information that they care most about, we are introducing Gainsight Home as part of the v4.0 release. Gainsight Home will provide the ability to create custom home pages with different set of information for different functions.

Creating "Home Page" Layout

Home page layouts can be created from the administrator section of the Gainisght app.

Click on Layouts under the Administration tab to open the "Homepage Layouts" listing interface.

In the Homepage layouts page, click on “+ Add new” and enter a name, containing up to 40 characters, for the layout and click on save.

Editing and Configuring a Layout

Editing and Configuring a Layout

A container forms the basic unit of a layout. An UI view or dashboard can be associated with a container. Multiple containers can be added to a layout.

Editing a layout involves adding container, resizing containers and associating either a UI View or Dashboard component to a container from the layout editor. The layout editor consists of 2 sections, the left pane listing all available UI Views and Dashboard components by application area and the right side sections representing the layout design including the containers and the content associated with each container.

To Edit a layout, from the Homepage layouts listing interface click on the edit icon corresponding to the layout that should be edited.

Adding, resizing, repositioning and deleting containers

Adding, resizing, repositioning and deleting containers

To associate content to a container, drag and drop a component from the list of available UI views/dashboards on to a container. If a Dashboard component is dragged onto a container, the meta data about the associated component will be shown on the appropriate container.

If a UI View is dragged onto a container, an empty table representing the columns in the associated UI views will be shown on the container.

The underlying UI View or Dashboard component of a container can be edited by clicking on the title of the container. This is possible only after associating a content to the container. Drag and drop a new component on to a container, if you’d like to replace an existing component in a container.

Freezing a container

Freezing a container

If a UI view is associated with a container, users accessing this container via a layout on home page will be able to change the view within the container to other available UI Views in that application area. This change is only for the current execution and will not be persisted or saved back to the layout. To restrict users from being able to change the view at runtime, freeze the component by clicking on the settings icon of the container and turn ON the Freeze component setting.

Accessing Home Page Layout

Homepage layouts thus created can be viewed from the Gainsight tab. For all new installations Gainsight tab is available by default. For all upgrades from a previous version to V 4.0, Gainsight tab should be manually added to Gainsight app.

Step to add Gainsight tab to the app

Step to add Gainsight tab to the app

1. Go to Setup → Create → Apps

2. Click Edit beside Gainsight app

3. Choose “Gainsight” from the “Available Tabs” section and add it to the “Selected Tabs”. Make “Gainsight” the default landing tab and click on save

Changing Layouts in Gainsight Home tab

Changing Layouts in Gainsight Home tab

Click on Gainsight tab to view the Homepage layouts. To change the layout, click on the layout name to see a list of all the available layouts.

Select a layout from the drop down to navigate to that layout

User State preservation in Gainsight home

Selections or actions by a user on Gainsight Home are remembered and their most recent selection or action is persisted when they return back to the page after navigate away. Few actions are persisted even after logging out and few actions persisted only within the current session.

The following selections or actions are persisted across sessions, that is even after logging out and logging back in:

  1. Layout selection
  2. Changes to Report parameters
  3. <More will be added after discussing with Dev>

The following actions are only persisted within the session:

  1. Advanced Filters
  2. <More will be added after discussing with Dev>

Future Direction

The current release provides us with the ability to create a custom layout for “Gainsight” tab. Future direction is to have the flexibility to create custom layouts for all tabs within the Gainsight application.  

Introducing Gainsight App

Salesforce platform has limitations and the performance can be impacted while dealing with large data volumes. It is also not very cost effective to store huge data on salesforce.com. To address these limitation and performance issues, Gainsight introduces “Gainsight App”.

Top Use Cases

Storing User level data (for adoption drilldown) or any other data outside SFDC (in Gainsight’s own database hosted on Heroku) to reduce storage costs or for other reasons and report on this data within Gainsight on Salesforce.com. PDF Export.

Enable Gainsight App

Enable Gainsight App

To enable the features from Gainsight App -

Contact Gainsight Support (send an email to support@gainsight.com) to enable access to Gainsight’s Big Data stack features. Once a confirmation is received that the new features are enabled, complete the following steps to enable these features -

  1. Navigate to “Administration” tab and click on “Settings” button at the top right corner of the screen.
  2. Scroll down to the bottom of the page and enable the features delivered from Gainsight app.

Additional settings required for accessing Gainsight APP on Internet Explorer

Add a new Remote site with the URL: “http://app.gainsight.com”. This is required for communicating with Gainsight’s APIs if the user is accessing Analyzer reports from IE 10 or below versions.

Export Customer 360 View to PDF

When “Export to PDF” is enabled, an export button will be available on every 360 view. Clicking on the Export button would send a request to Gainsight App to generate a PDF for the Customer and mail it to the current logged in User.

All the standard sections will be included in the exported file. However, for the current release, custom sections added to the 360 view cannot be exported. For the adoption graph, data is reported for last 12 months and for the first 10 active adoption measures that are shown by default.

On successful creation of the PDF, a mail is sent to the logged in user with the PDF.

Analytics - for Ad Hoc Reporting

Analytics can be used to create ad hoc tabular reports on the data stored on Gainsight App. Contact Gainsight support if you want to monitor or track any data within Gainsight. Services/Support would get this data loaded and define Subject areas based on the data that is loaded. E.g. If you would to load User Level adoption data into Gainsight App, Services team would load this data and create a subject area called ‘User Adoption data’. Analytics tab is not available by default and should be created.

Creating a Tab for Analytics

Creating a Tab for Analytics

To create Analytics tab complete the following steps -

1. Go to Setup → Create → Tabs

2. Create a new Visualforce tab and Select ‘Gainsight Analytics’ page from the visualforce page dropdown

3. Name the tab Analytics and give it a style of your choice and click on ‘Next’.

4. Assign the permission based on your need and click on ‘Next’

5. Assign the page to Gainsight App and click on ‘Save’.

Creating New Analyzer reports

Creating New Analyzer reports

To create a new Analyzer report -

  1. Navigate to the Analytics tab, that was created in the previous step
  2. Click on ‘+ Add New’ and Select a Subject area to open up the Report Creator from where a new report can be created.

Report Creator

Report creator consists of 4 sections

  1. List of dimensions and measures from the selected subject area
  2. Configurable sections of the report (Row, Column, Measure, Page) into which Dimension and/or Measures are added
  3. Report preview section
  4. Report filters

Configurable sections of the report-

  1. Row - Values from the Dimensions added into this section are shown as the report rows.
  2. Column - values from the Dimensions added into this section are shown as the report columns. Only a maximum of 2 dimensions can be added to a report,
  3. Page - Dimension or Measures added into this sections act as the report filters.
  4. Measure - Measures added into this sections will be shown as the values for the report. If a Dimension is added into this sections then we get a count of the number of records corresponding to each value cell.

Items can be added into these sections by dragging and dropping measures or dimension from the dimension and measures list section.

Applying filters -

Double click on the filter icon beside any of the dimensions or measure added into any of the configurable sections of the report to open up the filters section on the right where you can set a value for the filter.

This is a sample report configured to show the page views by week for all accounts from Usage data.

Once the report is configured and all the required customization are made, click on save, give a name for the report and confirm the save action.

Viewing Reports

From the Analytics tab listing interface, click on the report that should be opened. Clicking on the report name will open up the Report creator where only the report preview section is visible and all the other 3 sections of the report creator are hidden. The sections can be pulled out any time using the section slider icon respectively.

Top n and bottom n rows

Top n and bottom n rows

Top n or bottom n rows is used to quickly find out the top or bottom rows based on a measure value. This feature is available only when there are no columns added with just selections on row and measures configured.

Export to Excel

Click on export on the report creator to export data into an excel file that is downloaded on the machine with the following naming convention <<Collection name / Report name>>_<<Date time stamp>>_UTC.xlsx.

Embed Analytics Reports into Customer 360

When ‘Big Data Analytics Reports’ is enabled, the Analytics reports from Big Data Analytics can be included into Customer Success 360 view by creating a ‘New Analytics Sections’. To create a new Analytics section in 360 view,

  1. Go to Administration → 360 Sections and click on ‘New Analytics Section’
  2. Select a Name for the section
  3. From the list of available report, select the reports that should be visible in this section.
  4. Click on save

After a new sections is create and configured, this sections will be visible in the 360 view and all the selected reports in the section will be listing in a dropdown at the top right corner of the section from a different report can be selected.

If account id mapping to the attribute in the subject area, then all the reports will filter data for the current account.

Drill down on Adoption Graph to fetch detail data from Gainsight App

When ‘Usage Reports’ is enabled, a new option to select reports is presented beside the standard ‘Usage’ section under ‘Customer 360 Section’ administration. Clicking on the option will present all the available reports. Select at least one report from here and save to configure adoption drill down report.

The drill down report will be visible in Customer 360 view, Adoption tab, Account Widget and Opportunity Widget.

If account id mapping to the attribute in the subject area, then all the reports will filter data for the current account. In addition to this, If Week or Month or Instance is added to the report and all these dimensions have appropriate mapping to the corresponding fields in the Subject area, then the report will filter data for the Week or Month or Instance that was selected on the graph.

Bug Fixes

Contract date not displayed properly in 360 view

In 360 view Transaction section, date fields are not adjusted based on the time zone setting of the system from where the 360 page is accessed and this could cause the date to be displayed incorrectly. Usually a day before the actual value. This issue has been correct and all date values are displayed correctly.

Rules Engine

From V 4.0, all rules criteria on adoption measures by default will not create alerts whenever they are comparing null values. For criteria that is comparing values from more than one period, a checkbox is provided to override this default behavior and create alerts even when there is missing data in the periods that are being compared.

For all the existing rule criteria’s that are configured, this checkbox is unchecked to make sure the existing behavior continues post upgrade.

A sample rule with one Criteria before 3.8.11 upgrade.

Post upgrade this text for each criteria that is comparing values from multiple periods like in the example above will have a text appended at the end that reads (Ignoring missing data)

Example criteria that compare value from multiple periods -

  1. "Measure A" dropped by/increase by x% over average "Measure A" in the past y periods (Months/weeks)
  2. Sum/Average of "Measure A" in the last x periods (Months/weeks) is equal to/not equal to/less than/greater than y

This can be updated by editing the rule criteria and selecting the check box to not create alerts when data is missing.

For all new criteria that will be created post upgrade, this checkbox will be checked by default.

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