Release Notes: Version 4.0 January 2014

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

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.

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

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

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

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.

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

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

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.  

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

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

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

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 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.

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.

 

NPS, Net Promoter, and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld