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Gainsight Inc.

Release Notes: Version 5.3 October 2016

Enhancements

Relationship Scorecards

  1. Configure exceptions in Relationship Scorecards: As an Admin, you can now configure exceptions in relationship scorecards at Administration > Health Scoring > Relationship Scorecards > Scorecards for relationship types that have Enable overall rollup enabled.

Traditionally, scorecards have a weightage driven scoring mechanism that helps companies manage customer health. The traditional method assumes that the measures have the same importance at all times, which may not be true. There may be scenarios where you need to override the traditional weightages. For example, you might want to modify the overall score if there is a drastic drop in usage. With this release, we allow you to define certain exceptions to better manage health scores.
For example, as shown in the following image, if NPS <= 40 and Usage Drop <= 80, the NPS Survey exception will occur and the Overall Score will be modified to 20. 

Notes:

  • You can drag-and-drop the configured exceptions to match your desired order.

  • Exceptions can be configured only for the Overall Score.

  • The exceptions will be evaluated in the same order as configured; and the exception that is first in the list is applied to the overall score.

  • You can configure up to five exceptions.

In addition, you can create up to three criterias for each exception configured. For example, as shown in the following image, you can set the Overall Score as 20 if NPS <= 40, Usage Drop <= 80, and Sentiment <= 61.

After configuring exceptions, you can navigate to the R360 page to confirm the configuration is working as expected in the Scorecard section. The Explain score link, below the overall score, as shown in the following image, explains the configured exception.

Note: The Explain Score link appears only if an exception is triggered and has modified the overall score.

The following image is an example of the Explain Score window.

  1. Distinguish between manual and automated score on the R360 page: Icons next to scorecard measures in the R360 Scorecard section now clearly distinguish between an automated score and a manual score. 

In addition, Admins can automate score updates using the Rules Engine (the Set Score action type) for both manual and automated score types. However, users cannot edit an automated score manually.

Account Scorecards

  1. Create automated measures in Account Scorecards: Admins can now create automated measures in Account Scorecards using the Automated type at Administration > Health Scoring > Account Scorecards. This release does not make changes to your existing measures.

Notes:

  • Automated measures can only be set and maintained using the Rules Engine.

  • Existing manual measures can be changed to the Automated type.

  • After the existing manual scores are modified to automated scores, users cannot edit the scores manually.

  • Scorecard comments continue to be editable by end users for both manual and automated measures.

Account Hierarchy

  1. Display data from child accounts: On the C360 page, Admins can add a related list (using Contacts) section and fetch all of the contacts from the child/subsidiary account.

In addition, for CSMs, on the 360 page, the new section will display the Show data from all children check box that is available to include on the parent and all its child accounts. Otherwise, it will display only the parent account.

For example, if AAR Corp (Parent) has three subsidiaries (AAR Corp Asia-Pacific, AAR Corp North America, and AAR Corp Central America), then you can see the data from each of these subsidiaries with the help of the Show data from all children checkbox on the AAR Corp 360 page itself. The data may include Cases, Contracts, Subscription, and so on.

MDA and Data Management

  1. View the total number of records available in an object: Admins can now see the total number of records available in an object at Administration > Operations > Data Management > [Click on an existing object]. Previously the Listing page contained the count, but due to technical limits, the count was not always correct.

  1. Set default value for an object field and auto generate technical field names: Admins can now set a default value for an object field at Administration > Operations > Data Management > [Edit an existing object to add a new field or create a new object].

In addition, for every object field that you create in Display Name, Gainsight now automatically creates a Field Name with suffix __gc. The Field Name is a unique name.

Notes:

  • You must select the field for which you assign a default value during the data ingestion process (for example, uploading data using a CSV file). Otherwise, the field contains a NULL value.

  • Gainsight does not support duplicate Display Name.

  • The idea for generating the technical field names is to simplify the formula setup on MDA objects. However, in this release, though the field name is generated accurately, formula setup on an MDA object is still unsupported and is planned for the November, 2016 release.

  1. Define UPDATE/UPSERT keys for an object: Admins can now define the key field(s) that should only be used on an object to update or upsert the existing records using the new Update Keys - BETA tab that is available at Administration > Operations > Data Management > [Click on an existing object] > Update Keys - BETA. This is primarily introduced to avoid updating the existing data with the wrong key fields (as it can corrupt the entire object data) and ensure that Update / Upsert operations are allowed ONLY when the valid keys are used.

Notes:

  • AVAILABLE KEYS: Displays all fields available in the selected object.

  • MAPPED UPDATE KEYS: After you drag-and-drop fields from AVAILABLE KEYS to MAPPED UPDATE KEYS, it reflects the key fields that you use to identify unique object records during an UPDATE/UPSERT.

  • If MAPPED UPDATE KEYS do not represent a unique record, an error message is displayed when you click SAVE AND VALIDATE. 

Note: Once Update key(s) is enabled, subsequent Update or Upsert operation in the data Ingest (S3 connector , Data load API, or Rules engine > Load to MDA) is allowed only when the same update/upsert keys are used. If the keys are different, the update/upsert process would fail. Therefore, exercise caution while enabling this feature for an existing object. Existing rules will fail if the update keys are different. We strongly recommend that you create a new object, and experiment with this feature.

  1. View up to 500 API logs: Admins can now view up to 500 API logs at Administration > Operations > Connectors > Data Load Configuration > View Data Load API Logs. Earlier the page listed only 100 API logs.

  2. Mixpanel 2.0 and Unified Connectors: Admins can now use the new Mixpanel connector. This is available at Administration > Operations > Connectors 2.0 BETA. For more information, see Unified Connectors.

Zendesk Integration

  1. Map Zendesk organizations to Accounts in mass: Admins can now easily map Zendesk organizations to Accounts using a CSV file or a custom object that stores the Zendesk organization and Accounts mapping.

Note: We recommend using a custom object if you choose to load the mapping data using an object.

For more information, refer to Mapping Zendesk Organizations to Accounts.  

Gsnap

  1. The Analytics section is available only for Sent Gsnaps. Earlier, this section was visible in Draft and Scheduled, as well.

  1. The Analytics section now honors the filter that you select in Shared in and User. For example, if you select Last 30 days, you will see Gsnaps that were sent in the last 30 days only. Also, you can filter Gnaps by User.

C360 and R360

  1. New toggle button for enabling scroll on the C360 and R360 pages: If you enable Scrolling on the C360 page, scrolling is automatically enabled on the R360 page and vice versa.

Note: With this upgrade, the status of Scrolling on the C360 page is automatically applied to the R360 page. For example, if Scrolling is disabled on the R360 page and it’s enabled on the C360 page, with this upgrade, Scrolling on the R360 page will also be enabled.

Reporting

  1. View report description in Gainsight Dashboard: If a report description is available, it's visible when users hover on the report title. Report descriptions may be added in the Admin > Report Builder > edit individual report.

  1. Salesforce Sharing Settings are honored in Gainsight: Record-level sharing settings configured in Salesforce are honored by the Gainsight application. No changes are made automatically. Your Salesforce Admin must set the permissions in Salesforce to control which users can see which records based on object permissions, profile setting, role hierarchy and shared settings. In Gainsight, simply turn on or off the option to honor Salesforce permissions in 6 areas of the product where users can view reports. A new page Administration > Security Controls is introduced to support this enhancement.

Note: Export to CSV and Success Snapshots do not honor SFDC Sharing Settings yet. We are working on extending this functionality in a future release.

The following image shows the modules and report sections for which you can provide permissions:

  • Gainsight Home page

  • C360 and R360 Related List sections

  • Customers tab

  • Engagement tab

  • Widgets (Gainsight widget displayed on SFDC Account or Opportunity page)

To learn more about this feature, refer to Tutorial: Salesforce Sharing Settings are honored in Gainsight.

  1. Email Gainsight Dashboard as a PowerPoint presentation (PPT) to internal users: Users can email dashboards to Gainsight users in their org as a PowerPoint presentation (PPT) using the Export option on the Gainsight Home page. Previously, only the Admin could export dashboards as a scheduled event through the Administration > Dashboard Builder page.

Notes:

  • If the current user has configured report visualization types or local filters, they are respected in the PPT version of the dashboard. Global filters are also respected.

  • If the dashboard contains tabular reports, approximately 10 rows of data will display per slide for that report.

  1. Navigate to R360 from objects linked to relationships: With this release, clicking on objects linked to relationships in a report navigates you to the R360 page. To see this in a report, use Relationship ID and Relationship Name objects in the report.

  1. Add MDA Report to Gainsight widget: Admins can add MDA reports to the Gainsight Sales View (aka, widgets) and view the in Account and Opportunity pages.

    1. Navigate to Administration > CS360 Sections.
    2. Click + SECTION.
    3. In the Source list, select an MDA object.
    4. Select report(s) to be shown in this section.
    5. In Show in section, select Account Widget and/or Opportunity Widget. 

CoPilot

  1. Create Power List using a Data Space: Admins can create a Power List using a Data Space in CoPilot. By default, three Account Data Spaces are available for customers: Success Plans, CTAs, and GSTasks. Refer this tutorial for an example. 

  1. Outreach Reports contain Click-to-Open Rates: In CoPilot > Outreaches, you can track user-clicks on most clicked hyperlinks after an outreach is sent. The Click-to-Open rates were previously available in reports on the Email Logs object. The following types of reports are added to outreach statistics:

    1. In Open Rate section, Opened, Not Opened, and Bounced & Spammed percentages are shown.
    2. In Click-to-Open Rate section, percentage of user clicks on a campaign is shown.

  1. Email Subscription page in multiple languages: Administrators can configure a multilingual Email Subscription page containing the Opt-out Settings. Admins will then set a default language for the Opt-out Settings for a given email template, and if necessary, users can choose to view the Opt-out Settings page in a language of their choice.

  1. Add a new language at Administration > Languages.
  2. Navigate to Administration > Email Configuration.
  3. Click + to add your preferred language to the Languages drop-down list.
  4. Select the language from the Languages drop-down list, and enter the options in the new language in the OPT-OUT SETTINGS page (as shown in the image above). Note: While configuring the new language, a logo can also be configured.
  5. Navigate to CoPilot > Email Templates and create or edit an email template.
  6. Click Settings and select the default language for the opt-out settings.

  1. When the recipient clicks the Manage your subscription preferences link in the email, they have the option of selecting an alternate language for the settings as shown in the following image. 

Limitation: The language of the Opt-Out Settings page is not dependent on the contact’s language from their SFDC record.

  1. Send Operational Emails from CoPilot: Use CoPilot at CoPilot > Email Template > click Settings gear > [select the Mark this as operational email check box] to send operational emails without the Manage your subscription preference settings link in the footer. Contacts who have unsubscribed to regular emails from CoPilot will also receive the operational emails. For operational emails, the Power List size must not exceed 5,000 contacts. Note: You should only use this option when you are sending operational or transactional emails such as reminders for an upcoming renewal, or welcoming a new customer. For more information on what constitutes an operational email, refer to Operational Email Guidelines.

  1. Support for <MMMM DD, YYYY> date format in Email Templates: While adding tokens in email templates, you can now insert date value in <MMMM DD, YYYY> format.

  1. Support for .ICS , .ICAL files as attachments: In Email Templates, attaching .ics (Outlook/Google Calendar) and .iCal (iOS) calendar invite files is now supported. For more information about attachments to Email Templates in CoPilot, see Create CoPilot Email Templates.

  2. Send Outreach test run to logged in user: Before sending an outreach, you can test run by sending it to yourself. A new option Send to me is available while previewing the outreach.

Surveys

  1. New location for adding languages: As an admin, you can add a new language at Administration > Languages. Once the new language is configured, you can use it for multilingual surveys and on the email preferences page. Earlier, you could add a new language for surveys at Administration > Surveys.

    

Vault

  1. Added Global Search feature to search for assets across themes/folders: Search for Assets with keywords contained in its name using the Global Search field. On the Vault tab, select the Asset name contains option from the Global Search drop-down list.

After you enter search terms, all of the available Assets that contain the terms appear in the drop-down list as shown in the following image.

Note: The Search option in the left pane and below the Global Search option search only the current asset folder.

  1. Import rule assets with Load to SFDC and Load to MDA actions option: Rules in Vault now support seven SFDC objects; with this release, Rules with Load to SFDC and Load to MDA actions will be available along with the other existing actions such as Call To Action, Load to Customers, Load to Milestone, Set Score, and Load to Usage data.

New Components Introduced

The following page is introduced:

  • UnifiedConnectors.page

The following static resource is introduced:

  • Optimized_Connectors.resource

Issues Addressed

Connectors

  • While performing a data load operation, email ID is no longer a mandatory field.

  • The SFDC ID was being stored as an empty string if the CSV to be uploaded had no data for SFDC ID.

  • For data ingest notifications, the email ID was being stored as an empty string when setting up an S3 project.

Reporting

  • Issues with the Chart type visualization are now resolved.

  • Issues with exporting of a CSV of contacts from the C360 section are now resolved.

  • Issues with searching of reports on the repository page are now resolved.

  • Issues with decimal points in a drill down report are now resolved.

  • Inability of moving the fields in the Show Me section are now resolved.

  • Unavailability of tool tip on the generated report are now resolved.

Sponsor Tracking

  • Issues with the Sponsor Tracking card UI are now resolved.

  • Issues with UTF-8 character encoding are now resolved

CoPilot

Issues with hyperlinking and focusing in the CoPilot email template are now resolved.

Rules Engine

  • Load to SFDC performed an insert operation instead of an Upsert operation.

  • Rule Chain displayed an incorrect "Next Run" date.

  • Issues with multiple account lookups on the source object are now resolved.

  • Issues with appearance of error messages when a rule fails are now resolved.

  • Fetching of data failed when Rule Chain was used.

  • Issues with page loading on the Setup Action screen are now resolved.

  • Issues with removing a field from the Show section are now resolved.

Surveys

The Neutral option was seen in Survey in spite of being disabled.

Cockpit

  • Junk characters appeared when a task description was copied from Word or from an email.

  • When searching for CTAs, the count of CTAs (Label) fetched did not change.

  • Issues related to CTA owner are now resolved. 

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