Release Notes: Version 4.21 January 2015

Create CTA and Create Task Forms

You can now assign owners while creating a CTA or a Task manually. The owner can be picked from any of the account, customer lookup fields, or can be directly assigned to a user. You can click on Assign to me option to quickly assign the CTA/Task to yourself. If the field you searched for is pointing to an inactive user, then the option will be greyed out and you will not be able to assign it to that user. Also, the form is enhanced to make sure the Save button is visible without the need to scroll.

Other Enhancements

• You can now see closed CTAs in Cockpit 360 view.
• Cockpit list view now shows the the most recently closed CTAs when looking at closed CTAs.
• Playbooks are always shown is the same order they are defined. This order can be easily modified by rearranging the tasks of a Playbook from under the Playbook tab.
• Currency formatting is cockpit is more consistent. The values are rounded off when ARR/MRR is more than a million.
• Loading Icon is shown when comments are being saved.
• Fixed an issue in 360 view|Add CTA form where account is shown wrong when it contains special characters.

Additional Subject Areas

With the new release, you can report on two new Gainsight subject areas:

1. GS Scorecard stores the scorecard history for all scorecard measures that have been defined. Please note that this subject area will have meaningful data only if scorecard history tracking has been enabled in Administrator|Scorecard|Global settings. Using the new subject area, you can now create reports that show how certain scorecard measures have been trending over time. Further you can also slice and dice the reports using customer info and account fields.
2. Milestone allows you to create reports on Milestone data.

Export as Excel

You can now export tabular reports that you’ve created to Excel.

• Export as Excel will be available only when tabular visualization is enabled.
• Export as Excel will only export a maximum of 1000 records.
• Processing of Export as Excel works in MDA and hence connectivity to MDA has to be established to use the export functionality. To export your tabular data as Excel, please ensure that you enable “Exporting services” option in Administration|Settings|Matrix Data Architecture Settings.
• To export a report as Excel, click on the setting icon in report builder or home page layout and click on "Export as Excel" option shown above

Export as PNG

With the new release, you can export graphical reports that you’ve created as a png.

• Export as png will be available only when graphical visualization is enabled.
• Processing of Export as png works in MDA and hence connectivity to MDA has to be established to use the export functionality. To export your graphical report as png, please ensure that you enable “Exporting services”option in Administration|Settings|Matrix Data Architecture Settings.
• To export a report as png, click on the setting icon in report builder or home page layout and click on “Export as png” option as shown above.

Auto-Suggest for Account field

Auto-suggest has been enabled while adding filters for Account field. While adding filters, start typing the name of the account you would like to search for and you will start seeing suggestions after you type >=3 characters as shown below.

Other Enhancements

For time series data represented by a line chart, you have the ability to Normalize the graph. When you turn normalization on, the graph uses the first value in the result set as the baseline or zero. Subsequent values are represented as a % increase/decrease of the first value. This way you can find out whether the values have been increasing/decreasing and by what % with reference to the first value.

For stacked bar and column charts with two fields in the By section, you now have the ability to show bars/columns in percentages.

Both are shown above. Line chart option to "Normalize" on top. Bar and column to "Show Percentage" on bottom.

Updated Survey/Marketo Integration

Marketo/Survey integration has been updated to include all features that you get when sending survey emails via Gainsight email service.

• Previously, you were able to send survey emails via Marketo only using rules/filter conditions that have been set for participants. Based on the set schedule, rules will be run and all participants matching the rule will be sent emails.
• With the new release, you can send survey emails on-demand or on a schedule
• You can now select a subset of participants who satisfy the rule conditions and send survey emails only to the selected subset.
• You can also send survey emails via Marketo to participants who have been loaded from a CSV. Please note that the CSV file should have contact id’s to send survey emails via marketo.
• Email template and other required configurations will still have to be configured in Marketo

Other Enhancements

Response percentage in survey card view has been redefined to number of response and number of participants to whom the email has been sent.

Ability to configure survey email subject and external title of survey in priorities page.

• Previously, survey name was being used as the survey title in survey respondent view. Now, you have the ability to set this using “External title” setting in properties page. If no value is set, survey name will be taken up for this value

• If the email service is Gainsight email service, you can also configure the survey invite email subject using the “Email subject” setting in survey properties page


Number of emails that can be sent per schedule using different email services has been updated to the following

• Salesforce - 100 emails/schedule
• Gainsight email service - 1000 emails/schedule
• Marketo - 1000 emails/ schedule

Unsubscribe/Email Preference Management

You are now able to add Subscription Preferences link to the footer of an email that is delivered from Rules Engine. This is important because:

1. Adding unsubscribe or email opt-out is a legal compliance in many countries.
2. It improves the deliverability rate of the email and has a greater chance of being delivered to the inbox, instead of a Spam folder

In the Rules Engine --> Send email action you would find this option as in the following image:

One this is checked, you would find the following added in the emails sent to the contacts:

When the user clicks on the link they will be sent to a page which looks like the following:

The option filled-out here will be available in the email log collection in MDA subject area. This data can be used in following ways:

1. Create a rule with email logs as data source and create CTA when the contact opts-out of email communication. As a CSM, this tells me the contact is not interested in my product or these emails.

2. Create a report from our new report builder to see how many contacts have unsubscribed and which email caused it more.

Operational Emails to ignore unsubscribed list of contacts

As a CSM, why & when would I mark an email as operational?

Answer: When I am sending an email that is considered to information regarding the service that is used by the contact and considered important then I am eligible to send email to the contacts who have opted-out from email communication. Examples:

1. When I discontinue a service that my contact has subscribed for.

2. When I change the terms and conditions of the contract signed.

3. When my contact has exceeded the fair limit of usage of my service and is subject to pay significantly more to continue the service.

4. Announcement of downtime or disruption or scheduled maintenance in my service(Read it as product).


The following settings are how this is done in Rules engine

Note: It is not possible to add “Manage Subscription Preferences” link to an operational email.  Operational emails do not fall under the blanket of emails governed by “Subscription preferences”.  Hence, one cannot manage subscription preferences from Operational emails.

Set Score Using Numeric Field and Scale it to Fit Scoring Range

Use case: You have a field in an object like NPS® survey response where you know the value will range from 0 -10 and you want to Set Score for that range.

How To: Pick the numeric field in show fields in the Rule Setup screen and see the image above to Set Score action in Setup Action screen.

Dynamic Assignment of Playbooks to a CTA

When there are CTA’s created without any Playbook associated, I want my rule to set the Playbook for those CTA’s. Given that the rule condition is satisfied.

You can now just pick a Playbook in the rule that is creating the CTA and rerun the rule within the destined date range for the CTA’s to be updated with the Playbook.

Note: If there is a Playbook that is already associated with the CTA, then the rule run will not update or modify the existing Playbook, rather putting it as no action will be taken by Rules Engine.

Control Number of Chatter Posts Made During the CTA Create/Close Action

This would be used to control the amount of noise heard from Chatter when a CTA is created, updated, or closed.  This can be set in the Rules Engine as seen above.

Enable/ Disable history tracking for scorecard

History tracking in scorecard is a way to log each score change action that occurs after a specified time gap of either 12, 24, 34 or 48 hours. If there are too many score changes, this option can consume a lot of SFDC storage usage. Though there are no out of the box reports available on this data, users can create custom reports to look at more granular data changes. Earlier, this was not optional and Gainsight would always track history. This feature is now optional and users can choose to disable history tracking.

Note: This feature is disabled by default for all new installations.