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Gainsight Inc.

Release Notes: Version 5.2 August 2016

Summary

Major enhancements include:

  • CoPilot Tab Removed from Cockpit: CoPilot is no longer available under Cockpit, and must be added as a separate tab.
  • Send Emails from Cockpit, aka Email Assist: Bring the power of email templates into your Gainsight Playbooks. CSMs get a head start with templated Email tasks that they can customize and send directly within their CTAs. CSMs can also view email open statistics in the Task Detail View in Cockpit.
  • Reporting enhancements: Add Milestones in Report Builder to any account specific, time series report, whether your data lives in SFDC or in MDA. Also, set colors for object fields so you have consistency in all of your dashboards and reports.
  • Relationships enhancements: Create Success Plans and Success Snapshot presentations; use Relationships to create Power Lists, and send Relationship Surveys via CoPilot; add Milestones, Surveys, and Sponsor Tracking sections to the R360, and more
  • Data Spaces: Create custom Data Spaces with a collection of related objects and their lookup relations in one view. Data Spaces will provide consistency, convenience and capability in reporting and rule configuration. (operates on SFDC data and objects)
  • Account Hierarchy: View up to 5 levels of SFDC account hierarchy in the C360 page and sum up to 15 attributes at every level.  
  • Zendesk Integration: All Zendesk custom ticket fields, assignee name and assignee email ID are automatically synced to the Zendesk Tickets collection.

Enhancements

Relationships

Success Snapshots

  1. Enhancement: Create Success Snapshot presentations for Relationships. You can now add a Success Snapshot for a relationship, and then export the relationship snapshot from the R360. During the presentation configuration, you can add tokens for Relationship fields as well as Relationship reports. Currently, Relationship usage reports are not available for inclusion in Success Snapshots.

CoPilot

  1. EnhancementCreate Power Lists, Email Templates, and Outreaches, and view Email Analytics for Relationship Types.
    • In CoPilot > Power Lists, you can now create a power list for a relationship type. This power list can be generated using the data spaces associated with the selected relationship type. For example, if you have Relationship Contact (likely to have an email ID field in it) as a linked object, you can use the associated default data space ([Relationship Type name + Relationship Contact]) to filter out contacts for your power list.

The following steps for sending CoPilot emails per Relationship Type are also summarized in this article.

  • In addition, if you want to select contacts from a specific data space, for example, ([Relationship Type Name + CTA]), then select the appropriate data space and add additional criteria. This strategy helps you fetch contacts from filtered relationships.

  • In CoPilot > Email Templates, you can now create an email template specifically for a relationship type. Creating relationship-type specific email templates enables you to include relationship-type specific surveys, and relationship attributes for token mapping.

  • In CoPilot > Outreaches, you can now create an outreach specifically for a relationship type.

  • In the CoPilot > Analytics > Customer tab, you can view the analytics for a relationship email.  You can filter the analytics for an account or a relationship with the Account/Relationship options.

2.  Enhancement: Send Relationship Surveys via CoPilot. If you create CoPilot email templates for a relationship type and insert a relationship survey, all the surveys created for that particular relationship type will be available to send via CoPilot.

3. EnhancementCoPIlot removed from Cockpit. For new customers, the CoPilot tab is visible by default. For established customers, navigate to the Salesforce ribbon, click the + button, and then click Customize my tabs. Add the CoPilot tab to your tabs and save. Then CoPilot will be available under the primary navigation icon in Gainsight. Note: After making the above change, if you still can't see CoPilot, it might be hidden at the profile level. For the relevant profile, set CoPilot's default visibility to ON.

Success Plans

  1. Enhancement: Create Success Plans for relationships using the rules engine. For more information, refer to Creating Success Plans Using Rules Engine.
  2. Enhancement: Export Success Plans for Relationships. Users can export a success plan from the R360 as a powerpoint presentation. In the R360 > Success Plans section, click the three dots to access the Export Plan as PPT option.

Surveys

  1. Enhancement: Create Surveys based on Relationships. You can now create a survey for a relationship type under Survey > Properties. In the Properties screen, select the Survey Type as Relationship, and then the specific Relationship Type.

2.   Enhancement: Add Participants to Surveys based on Relationship Contact Role. In the Survey > Add participants screen, you can select contacts to add to your survey using the relationship contact role option.

  1. Enhancement: Survey NPS analytics support is available for Relationships. On the NPS tab, you can select a Relationship Type to view associated Survey NPS results.

Relationship Contact Search

  1. Enhancement: Configure Relationship Contact search fields. You can now search relationship contacts on the R360 page by configuring the fields at Administration > General > Relationships > [Click on the Gear icon of an existing relationship type] > 360 View > Layout Configuration. For more information, refer to Configure Relationship Contact Search Fields.

Relationship 360 Sections

  1. Enhancement: Add a Sponsor Tracking section, a Surveys section, and/or a Milestones section to the Relationship 360 (R360) page. In Administration > Relationships > [select a Relationship type] > click 360 View > click Sections > drag and drop the Sponsor Tracking, Milestones, and/or Surveys section to the 360 view. For more information on configuring the R360, see this article.

2.   Enhancement: Add a Summary section to the R360 page.

Relationship Milestones

  1. Enhancement: Configure milestones for Relationship Types under Administration > Workflow > Milestones. By default, there are system generated milestones that can be edited or deleted to satisfy your requirement. For instructions on how to configure milestones, see this article.

2.   Enhancement: Add milestones from the R360 page. Users can add milestones and view them in a tabular or list view.

Note: Contact your administrator if you are unable to add milestones on R360. Additionally, the tabular and list view icon is only available in the R360, not the C360.

The following image describes milestones in a list view along with a timeline.

When adding a milestone, Milestone Types related to the relevant relationship type are displayed.

Relationship Types

  1. Enhancement: Relationship Types automatically have a default Data Space created and associated with it. Apart from creating a data space object for the relationship type, a Data Space is also created for linked objects. For example, if the relationship type name is “Sample Relationship Type”, a data space called “Sample Relationship Type” is created. Apart from this, if the relationship type name “Sample Relationship Type” has the CTA Group object (CTA Group contains Success Plans) as a linked object, then we automatically create a data space called “Sample Relationship Type Success Plans”. Similarly, for the Survey object (linked object) a default space called “Sample Relationship Type Survey” is created.

Notes:

  • With Gainsight 5.2, Data Spaces will be automatically created for existing relationship types. However, to make this happen, the admin must navigate to the Linked Objects tab once. The entire process of creating Data Spaces for existing Relationship Types will run in the background.

Relationship Scorecards

  1. Enhancement: Overall Relationship scores available in the R360. View the overall score for each relationship in Card view and List view. (An end user article is available on this topic.)

Notes:

  • The order of the fields presented in the card view is based on the sequence in which they were added during configuration of the card view for a relationship type.
  • Enable scorecards to configure relationship scorecards in the card view.
  • Overall score is automatically updated, if there is any change.
  • The list view is only available for Relationship Scorecards.

In the List view, click the Scorecard label (Scorecard column) to sort scores present under the Scorecard column in an ascending or descending fashion.

The following image describes the Numeric scorecard sorted in a descending fashion:

The following image describes the Grade scorecard sorted in an ascending fashion:

The following image describes how scorecards are searchable. In the below image, we searched for Yellow color scorecards. Color scorecards are sorted alphabetically according to the color name. For example, if the scorecards are arranged in an ascending fashion, Red colored scorecards would appear before Yellow scorecards.

2.   Enhancement: Scorecard Mass Edit available in the Report Builder. Under Administration > Analytics > Report Builder, there’s a new option called Custom Reports > Scorecard Mass Edit that appears only when the data source is a scorecard fact object. This option helps users perform mass edits on scorecard measures.

For more configuration information, refer to Configure Relationship Scorecard Mass Edit. For end users, see Edit Scores in Relationship Scorecard Mass Edit View.

  1. Enhancement: Improved Visualization of Scorecard data. While generating a report at Administration > Analytics > Report Builder on Relationship Scorecard Snapshot, use the Scorecard Name field as a filter which helps you group by scorecard measures for better visualization of overall score, Adoption, and so on.

In the following example, we are generating a report on Relationship Scorecard Snapshot to find the Adoption statistics across various Accounts. The Scorecard Name field is added to the filter so that the report can group the results by scorecard measures for better visualization.

Report visualization:

4.   Enhancement: Color palette for relationship scorecard is enhanced. Under Administration > Relationship Scorecards > SCORECARDS > click the Gear icon to modify the Colors in your Grading scheme.

C360 and R360

  1. Enhancement: Add rich text fields to the C360 and R360 Attributes sections. Earlier you could not add a rich text field on C360 or R360. See Configure Attributes Section for more information.
    • To add a rich text field on a C360 page, navigate to Administration > Analytics> CS30 Sections > Click Edit beside Attributes.
    • To add a rich text field on a R360 page, navigate to Administration > General > Relationships > [click on the Gear icon of an existing relationship] > 360 view. For more information, refer to Setting Up Relationships

Note:

  • Gainsight supports formatting options highlighted in the image above.

Account Hierarchy

  1. Enhancement: Configure and display an account hierarchy with up to 5 levels on the C360. Configuration is handled under Administration > General > Account Hierarchy. In addition, we offer automatic roll up of revenue fields.

For more information, refer to Configure Account Hierarchy.

Zendesk Integration

  1. Enhancement: Zendesk custom fields are synced to the Zendesk Tickets collection. In addition, we now sync Assignee name and Assignee email ID, which are System fields but were not synced earlier to the Zendesk Tickets collection.

Note: With this release, all of the existing Custom fields, Assignee name, and Assignee email ID fields will be synced to the Zendesk Tickets collection. Admins do not have control over which custom fields are synced at this time.

Gainsight Data Management

  1. Enhancement: SFDC ID and Email data types have been introduced for object fields at Administration > Operations > Data Management > [click on an existing object] > ADD FIELD.

SFDC ID: When data is being loaded to an MDA object with SFDC ID as a data type, the application checks and converts 15 digit IDs to 18 digit SFDC ID. If the SFDC ID value is not a 15 digit or an 18 digit record, data would be rejected. SFDC ID field can contain NULL.

Email datatype: When data is being loaded to an MDA object with Email as a data type, the application validates the email ID with the following criteria.

The email ID must have:

1.   At least one @ in the email address.

2.   There should be at least one character before and after @.

3.   Enhancement: New UI to select columns for displaying at object and field levels. The new column picker UI at the object level helps you select columns that are to be displayed at Administration > Operations > Data Management > All Objects. Using the checkboxes, select the columns that you want to display and then click APPLY. The column width is automatically adjusted.

The new column picker UI at the field level helps you select columns that are to be displayed at Administration > Data Management > Operations > All Objects > [click on an existing object]. Using the checkboxes select the columns that you want to display and then click APPLY. The column width is automatically adjusted.

  1. Enhancement: Add up to 6 additional optional fields in Segment.io or Mixpanel at Administration > Operations > Connectors.

Rules Engine

  1. Enhancement: Drag-and-drop rules in a rule chain at Administration > Operations > Rules Engine > RULE CHAIN > [Edit an existing rule chain].

  1. Enhancement: Use Data Spaces as a data source in the rules engine by creating custom rules on Account. See Data Spaces for more information.

See Also:

  1. Enhancement: Account Lookup field flexibility in rule creation. It is not mandatory to include the Account ID field (you can use any other field that has a lookup to Account) in Account Lookup at Administration > Operations > Rules Engine > [Create a Rule] > Setup Rule. However, you must have the selected Account Lookup present in the Show field to utilize all of the Action types while setting up actions. For example, if you have selected Account ID as account lookup, you must drag-and-drop the Account ID field in the Show field.

Only Load to MDA and Load to SFDC are available while setting up actions for a rule in the following cases:

  • If the lookup field selected in Account Lookup is not present in the Show field.
  • If the lookup field selected in Account Lookup has an aggregation on it in the Show field.
  • If the lookup field selected in Account Lookup is incorrect and you have the correct lookup field in the Show field.

  1. Enhancement: Click on an existing rule at Administration > Operations > Rules Engine > Rules List to view the new preview window. Earlier we had the rule detail view to display rule details.

  1. Enhancement: Add fields to the Email Logs object using Data Management. Admins can add the fields and assign permissions at Administration > Operations > Rules Engine > Click the Gear icon > Permissions - Rules Load Actions > [Select Matrix Data]. However, you cannot add fields to Email Raw Events and Unsubscribed Emails objects and will no longer be available in the drop-down box.

6. Enhancement: Create Success Plans for relationships using the rules engine. For more information, refer to Creating Success Plans Using Rules Engine.

7. Enhancement: You can now load data in relationship related objects with the help of new action type Load to Relationship Related Objects. Similar to the Load to Customer action for Accounts, we can migrate relationship related data to relationship related objects. The related objects may or may not be Linked Objects.

Vault

  1. Enhancement: Download rule assets that are built on MDA objects.

Note: MDA objects with joins are currently unavailable.

Data Spaces

  1. Enhancement: Create and use Data Spaces (for SFDC data) in Report Builder, Rules, and Relationships. Data Spaces provide a virtual object structure, which is a level above the Gainsight object structure, that exposes a more readily consumable data space. A data space is a collection of different objects with the lookup relations brought into one view. An administrator, with the help of Data Spaces does not require to remember the object names and related lookups (object structure) each time the administrator configures a rule, report, or relationship.
    • Configure a new data space in Administration > Data Spaces. For more information about how to create Data Spaces and use the same in Reports, see the Create and Report on a Data Space tutorial.

Note: Gainsight offers support for Export to CSV for reports created with Data Spaces. Support for Dashboard export and Success Snapshots will be available in the upcoming major release.

CoPilot

  1. Enhancement: Customize email categories on the unsubscribe page. In Administration > Email Configuration > Opt-out Settings, Admins can now edit the opt-out category labels for Success Communication and Survey. Also, you can choose to hide/show the categories in the unsubscribe page, using the Visibility check box.

2.   Enhancement: Email Address is visible in CoPilot Analytics drill-down. In the CoPilot > Analytics page, users can click on an outreach and view the email address of the contacts.

3.   Enhancement: Apply filter/No filter for User Strategy in CoPilot Emails Containing Reports. Previously you could only filter using an Account ID and Contact ID; now an option is provided to filter the reports on a user level in CoPilot > Outreaches.

4.    Enhancement: View Email Templates in a List View. A new icon is available in CoPilot > Email Templates to allow for switching between the email card view and the list view (the latter is depicted in the screenshot below).

Cockpit

  1. Enhancement: Send Emails from Cockpit using Email Assist feature. In Playbooks for customers and relationships, a new Email Task Type is introduced that enables users to customize and send an email directly from Cockpit. The email task utilizes a CoPilot email template. After the email is sent, the CTA task will be marked completed, and email open stats are visible in the Task detail view. For detailed instructions on how to configure Playbooks with the new Email Task Type, see this article. For end user instructions on how to send emails from Cockpit, see this article.
  2. Enhancement: Admins can receive copies of Cockpit Emails via BCC option. Admins can enter an email address in Administration > Email Configuration > Compliance, if you want to be copied on all emails sent from Cockpit.

3.   Enhancement: Update Priority and Status fields during manual creation of CTAs. This option allows CSMs to create a CTA in Cockpit and immediately set the Status to Completed, or to modify the Priority.

Reporting

  1. Enhancement: Show Milestones for SFDC and MDA data in the Report Builder. This feature is applicable for Line, Area, Bar, and Column charts.

To enable the Show Milestone option:

  1. Navigate to Administration > Report Builder > [click edit on the relevant report].
  2. Select a base object.
  3. In the Show me section, select your required fields.
  4. In the By section, select a Date field. This step is mandatory to view the milestones. Alternatively, you can use the Summarized By option on the date field.
  5. Navigate to the report in the relevant CS360 section. Users will be able to see a new option called Show Milestone.
  6. Set the Show Milestone switch to ON.

Notes:

  1. When you export a report, the milestones do not appear.  
  2. The option to view Milestones is available only on SFDC and MDA objects where account mapping is done. It will not show up in MDA objects where account mapping is not done.
  3. Summarized By option will not be available in the Chart Options.

 

  1. Enhancement: Configure Colors for Specific Fields in Reports. In the Report Builder, a new option called Custom Colors is available that enables Admins to configure colors for a specific field object (for example, Account Type). In an object, you can configure colors for up to 30 fields. To view the defined colors, create or view a report with the configured object. This functionality is available for all objects. See this article for more information on how Custom Colors works.
  2. Enhancement: Add Global Locked/Unlocked Dashboard Filters. In the Dashboard Builder, Admins can add locked and unlocked filter values globally. Note: all of the reports in the dashboard must contain the same filter(s).
  3. Under Administration > Analytics > Dashboard Builder, edit an existing dashboard, or create a new one.
  4. Click Filter, and select the filters you want to lock/unlock for users:

  1. All of the filters you selected will display above the containers. Click each filter to configure it, and then you can click the lock icon to set it to locked or unlocked. On the Gainsight Home page, if the filter is unlocked, users can set the filter values.

  1. Click Save. Click Preview to view the dashboard.

Support Resources

  1. Enhancement: Quick links to Gainsight Go and Community are added to page headers. On every page, quick links are available to access the home pages for Gainsight’s Community site, and Gainsight Go for documentation and training content.

New Components Introduced

The following objects are introduced:

  • GSJobData__c
  • GSColorConfig__c
  • RelationshipSponsorTrackingHistory__c

The following classes are introduced:

  • AccountHierarchyController.cls-meta.xml
  • AccountHierarchyController.cls
  • TestCockpitEmailAdmin.cls
  • VaultProcessor.cls
  • TestCockpitUtil.cls-meta.xml
  • AccountHierarchyUtil.cls-meta.xml
  • TestCockpitEmailAdmin.cls-meta.xml
  • TestCockpitUtil.cls
  • AccountHierarchyDAL.cls
  • CockpitEmailAdmin.cls
  • AccountHierarchyDAL.cls-meta.xml
  • VaultProcessor.cls-meta.xml
  • AccountHierarchyUtil.cls
  • CockpitEmailAdmin.cls-meta.xml

The following static resource is introduced:

  • Optimized_Migrator.resource-meta.xml

The following out-of-the-box fields are introduced:

For the Relationship object:

Field Name Data Type
CSM Name Lookup (User)
CSM Model Text
Average NPS Bucket Picklist
Latest NPS Score Number
Comments Long Text Area

For the Call to Action object:

Field Name Data Type Formula
Due Date Variance Formula Orig Due Date - Current Due Date
Days Due Formula Original due date - Created date
Days to Close Formula if (status = closed) then (closed date - created date) else (today - created date)
Days Past Due Date Formula If (due date < today) then (today - due date) else (null)
Days Until Close Formula If (status != closed) then (Due Date - Today) else (null)
Overdue  Formula If (due date < today) then (true) else (false)
Closed Overdue Formula if (Closed Date > Due Date) then (true) else (false)
Closed Task Count Formula Total Task Count - Open Task Count
Percent Complete Formula Closed Task / Total Task * 100

For the CSTask object:

Field Name Data Type Formula
Due Date Variance Formula Orig Due Date - Current Due Date
Days Due Formula Original due date - created date
Days to Close Formula if (status = closed) then (closed date - created date) else (today - created date)
Days Past Due Date Formula If (due date <  today) then (today - due date) else (null)
Days Until Close Formula If (status != closed) then (Due Date - Today) else (null)
Overdue status Formula If (due date < today) then (true) else (false)
Closed Overdue Formula if (Closed Date > Due Date) then (true) else (false)

For CTA Group object:

Field Name Data Type Formula
Original Due Date Date  
Due Date Variance Formula Orig Due Date - Current Due Date
Days Due Formula Original due date - Created date
Days to Close Formula if (status = closed) then (closed date - created date) else (today - created date)
Days Past Due Date Formula If (due date < today) then (today - due date) else (null)
Days Until Close Formula If (status != closed) then (Due Date - Today) else (null)

Overdue status

Formula If (due date < today) then (true) else (false)
Closed Overdue Formula if (Closed Date > Due Date) then (true) else (false)
Percent Complete Formula Closed Objectives / Total Objectives * 100
Active Date Date The date on which plan was activated
Closed Date Date The date on which plan was closed

Known Issues

  • We have introduced a new widget name 'Active Success Plans' for the CS360 Summary section. The section will not work in Zendesk until we release the new package. This section keeps on loading in Zendesk in case someone configures that widget in CS360.
  • Having more than 10 surveys in the Zendesk widget distorts the UI slightly.
  • A UI issue occurs because of the Usage Data section in Zendesk.

Issues Addressed

Milestones

  • Milestones section only displays data for Account Milestones. On the C360 > Usage > MILESTONES and ADOPTION tabs, we only display data related to Account Milestones now.

CoPilot

  • Issue pertaining to Power List recipients is now resolved.
  • Issue pertaining to the assessment date filter is now resolved.
  • Issues pertaining to CoPilot Email Templates are now resolved.

Relationships

  • Issues with viewing relationships is now resolved.

Data Management

  • Issue pertaining to upload of CSV file in S3, which resulted in failed records, is now resolved.
  • Pagination issues in Data Load API logs and S3 are now resolved.

Rules Engine

  • Issue pertaining to Rule Chain Partial Success email is now resolved.
  • Issue pertaining to selection of filters while creating Action Types is now resolved.

Customers

  • The “&amp;” symbol no more appears on the Customers tab

C360

  • The HTML code does not appear in Account Phone and Website fields any more.
  • Issue with dates has been resolved.

UI Issues

  • Incorrect appearance of LRM and Revenue Management tabs is now resolved
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