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Gainsight Inc.

Release Notes Version 5.5 February 2017

Summary

 

Major enhancements include:   

  • Email Template Versions for CoPilot: Easily create and send multiple variations of an email within one Outreach to scale personalized customer communications and simplify reporting.

  • Cockpit configuration for Global, Account, and Relationship levels (aka, Federated Customer Management): for customers using Relationships, you can configure CTA types and their components at the Global level, or just for Accounts or Relationships; and configure linked objects at each level. Optimize customer operations for each business line while maintaining one unified system

  • Timeline view: newly available in the Relationship 360 for logging calls, meetings, emails, and notes on your customer interactions and history. Also, Admins can create custom Activity types for use with Timeline in the R360 and C360, and shortcuts and copy/paste rich text formatting capabilities are added to Activity Form/Notes.

  • Usability enhancements in Success Plans: Rich text formatting capabilities are added to the text areas in Success Plans.

  • Rules Engine: close Objective CTAs and Relationships CTAs; new data types and standard objects supported in MDA collections are now part of the Rules Engine.

  • Bionic Rules: Scale your data investment by harnessing cutting-edge technology to transform customer data into value delivered. Gainsight’s Bionic Rules Engine can perform multi-step, in-memory data processing to convert raw customer data to real-world action.

  • Reporting: new folders for managing reports; export scorecard mass edit reports as CSV; manage export options for end users; add reports built on data spaces to the C360 and Success Snapshots, and more.

  • Scorecards 2.0: New Scorecard functionality to manage both Account and Relationship scorecards with one tool. Allows you to configure exceptions in Account scorecards; use scoring for groups; and mass edit scorecard measures from the Report Builder. Additional functionality will be deployed later to support migration from Account and Relationship Scorecards to Scorecards 2.0.

  • Gainsight Connect and Standard Objects for Company (Account), Relationship, Relationship Type and User in MDA will be installed in all orgs to support MDA reporting, Scorecards 2.0 feature; and Gainsight Connect can be used to update MDA with the latest Salesforce data on a regular frequency (i.e., you no longer have to build your own objects and rules to populate this key data in MDA). 

 

Enhancements

Cockpit

Cockpit Configuration for Relationships

IMPORTANT: Enhancements in this section are only applicable to customers who are using Relationships in Gainsight.

Key Terms:

  • Entity: the Account or Relationship of a customer who enables Relationships.

  • Scope: the level of the CTA element, which is either Global (available in both Accounts and Relationships); or Local, meaning the elements are only available at the Account or Relationship level.

  1. Federated Customer Management: Distributed CTA configuration is available on the Administration > Calls to Action page. This enables customers to perform CTA configurations specific to the Account or Relationship type. Depending on the configurations, end users can see the CTA elements specific to the Account or Relationship type while creating or editing the CTAs in the Cockpit. Three new tabs Global, Account, and Relationship are introduced at Administration > Calls to Action
  • Global: Default CTA configuration for new customers is created at the Global level. Global configurations are applicable to both Accounts and Relationships. Your existing CTA configurations are migrated to the Global level. You can edit or delete the Global CTA elements at the Global level only.
  • Account: Configure Calls to Action settings at the Account level. Global configuration options are also available at the Account level but cannot be edited or deleted. Depending on the configurations at this level, end users will see Global and Local CTA elements specific to Account in Cockpit and Rules engine.
  • Relationship: Configure Calls to Action settings at the Relationship level for each of your Relationship types. Global configuration options are also available at the Relationship level but cannot be edited or deleted. Depending on the configurations at this level, end users will see Global and Local CTA elements specific to Relationship type in Cockpit and Rules engine.

For more information, refer to Federated Customer Management.

Note: Customers who have not enabled Relationships will not see these three tabs.

  1. Mark CTA types as Active/Inactive: On the Administration > Calls to Action page, a new Active option is added in the Call to action type section at the Global, Account and Relationship levels. When you select the Active checkbox at the Global level, the specific CTA type appears at the Account and Relationship levels. When you select the checkbox at the Account or Relationship level, the specific CTA type will be available in the Cockpit while adding either an Account or Relationship CTA. 

Note: The Active checkbox is disabled for the global CTA types Risk and Objective at the Global, Account and Relationship levels.

  1. Map Milestones to CTA types at every level: On the Administration > Calls to action page, when you add a CTA type at the Global level, Global type milestones are available to map to the CTA type. When you add a CTA type at the Account or Relationship level, Account or Relationship type and Global milestones are available to map to the CTA type.
  2. Add Relationship fields to the Cockpit list view: Admins can configure the two list view columns visible in the Cockpit at Administration > Calls to Action > Global. Relationship fields are newly added to the list of options. The same list view fields are visible in the CS360 and R360 > Cockpit section for a specific account or relationship. 

  1. General settings are available now at the Account and Relationship levels under Administration > Calls to action. General settings section has Snooze and Associate contacts toggle buttons and Make chatter posts for CTAs list box. Depending on the configuration, users can see these options in the CTA detail view in the Cockpit.

  1. Global and Local CTA options in the Mass edit feature: In the Administration > Mass Edit filters, when you select Entity type filter, Admins will see Account and Relationship. In the Relationship type filter, Admins will see the available Relationship types. In the CTA type filter, CTA types categorized as Global, Account, and Relationship types are available. Based on the combination of these filters, Status, Priority, Reason, Reassign Ownership and Delete actions are available to make mass changes to the CTA elements. 

  1. Display order change for the Account and Relationship names in the Cockpit list view: Below the Relationship CTA name, users can see Account name > Relationship name.

General Cockpit Configuration Enhancements

IMPORTANT: Enhancements in this section are applicable to all customers regardless of whether you use Relationships or not, unless specified otherwise.

  1. Mark CTA types as Active/Inactive: Navigate to Administration > Calls to Action page. New Active option is added in the Call to action type section. When you select the checkbox, the specific CTA type will be available in the Cockpit while adding a CTA. 

Note: The Active checkbox is disabled for the CTA types Risk and Objective.

  1. Re-order display of CTA elements: A new option to re-order CTA elements is introduced in Administration > Calls to Action page. This option is available in CTA type, reason, status, priority and snooze reason sections. End-users see the display order of the elements when they add/edit a CTA in the Cockpit. 

For the customers who enable Relationships, at the Account and Relationship levels, Admins can re-order the local CTA elements only. Global CTA elements are freezed after the local CTA elements. When the end-users add/edit a CTA in the Cockpit, Account or Relationship level CTA elements display first, followed by Global CTA elements.

  1. Assign a plural label manually to the CTA type during CTA configuration. Plural Labels are the labels you assign to CTA types that appear in the Cockpit as a list view header when the CTAs are sorted by type. You can edit the CTA type plural labels in the Call to action type section. The following image shows the plural label in the Call to action type section at Administration > Calls to Action page.

The following image shows the plural label in the Cockpit:

  1. Configure CTA reason, priority, status, and snooze reason for a specific CTA type and ‘All’ CTA types: Navigate to Administration > Calls to Action. Admins can add a CTA reason, priority, status, and snooze reason specific to the CTA type and for ‘All’ CTA types. Depending on the configuration, each CTA type can have a different set of CTA elements. Use the Select CTA Type list box to select ‘All’ or a specific CTA type and see the list of associated CTA elements. 

  1. New CTA reporting categories for reporting across Relationship types: Reporting categories are introduced to enable reporting on CTA elements across Relationship types. CTA type, priority, reason, status, or snooze reason may each have different reporting categories. When Admins create a new CTA element at Administration > Calls to Action, it can be mapped to a common CTA element category. For example, if you have multiple Risk CTA types across Relationship types, you can create a report with just 1 condition CTA Type reporting category = 'Risk.' You can add or delete the specific CTA element reporting categories using the Reporting Categories button at Administration > Calls to Action page. 

Notes

  • If the specific CTA reporting category is mapped to any CTA element which is used in the Cockpit, it cannot be deleted from the CTA configuration at Administration > Calls to Action.
  • Using Reporting Categories button, you cannot add or delete a CTA status reporting category. This button in the CTA status section is provided just to view the default reporting categories. 
  • For customers who enable Relationships, the Reporting Categories button is available at Administration > Calls to Action > Global page. 
  1. More fields are available to display in the Cockpit list view. Admins can configure the two list view columns in the Cockpit at Administration > Calls to Action. More list view fields are added now along with existing currency, number, and date type fields. 

    Layout of the List view field configuration section is changed. Admins can add the fields with +ADD button instead of Add and Remove buttons. The same list view fields are visible in the CS360 and R360 > Cockpit section. 

Note: Selected list view fields in this section will replace the default fields ASV and Renewal Date.    

  1. Add linked objects to the specific CTA types: Navigate to Administration > Calls to Action to see Linked Objects configuration as a separate section now. Admins can configure linked objects for specific CTA types. Users can see the linked objects specific to the CTA type in the CTA detail view in the Cockpit. 

    For customers who enable Relationships, Admins can configure the linked objects for global CTA type at the Global level, and for the local CTA type at the Account or Relationship levels.

  1. Auto Sync Tasks to SFDC toggle button is moved. The Auto Sync Tasks to SFDC toggle button is now available under Administration > Calls to Action > General settings. (Previously, it was under Administration > Tasks.)

    For customers who enable Relationships, this toggle button is available under Administration > Calls to Action > General settings at the Account and Relationship levels. 

  1. Improved Filter options in the Cockpit List View. In Cockpit, end users can see seven default filters in the filtering options: Assignee, Snoozed, Status Report, Flagged, Priority, Reason, and CTA Type. These filters can be deleted and new filters can be applied. Depending on the filters applied, associated CTAs are displayed in the Cockpit list view.

Advanced filter components available previously are integrated with the new filters. Filters and List view columns are separated by two different tabs. 

For customers who enable Relationships, when the filters for CTA priority, reason, and type are applied, users can see the categories distributed by Global, Account and Relationship type.

The List View Columns section available previously in the Filters dialog is now a separate tab. Users can configure the CTA list view columns here with the available fields. The list view fields can be different for different list views. In the COLUMNS tab, click +ADD to add up to two fields.

Note: The ASV and Renewal Date fields are the default list view columns configured at Administration > Calls to Action, but your Admin can change this. In the Cockpit list view filters, the existing list view fields will be replaced with the selected fields.

  1. Quickly add multiple CTAs and tasks with SAVE AND NEW option: This option is in the Add CTA and Add task dialog at Cockpit > List. This option will save a CTA or task and open another dialog to add another item. 

  1. Option to delete a linked object is removed from the CTA detail view. Navigate to Cockpit > List. In CTA Detail View > linked objects, the option (Trash icon) to delete the linked object from the CTA is removed.  

  2. Deprecation Notice for Cockpit > Reports page: The Cockpit > Reports page will be deprecated in 6 months from now. Pre-built dashboards will be provided on the Gainsight Home page instead.

CoPilot

  1. Create Variants for Email templates and Outreaches: Easily create and send multiple variations of an email within one Outreach to scale personalized customer communications and simplify reporting. This allows you to use one template for a single outreach, but send a different variant to different customers based on criteria you have set. For example, you can create variants of an outreach in different languages, and send them to different customers using the same outreach. For more information, refer to Create and Send Multi-Variant Emails.

  1. Send Outreaches at specific times: You can schedule related Outreaches to be sent at different times using a new Time Scheduler field. For example, if you want one variant to be sent during IST, and another during PT, you can schedule each of these variants to be sent at different times, all from the same outreach. For more information, refer to Create and Send Multi-Variant Emails.

  1. Report on Variant Outreaches: Under CoPilot > Outreaches > [click the name of an Outreach] > Report tab, a drop-down list is available to select a Variant and view the  associated Open and Click-to-Open rates. This will default to show All Variants.
  2. Special characters are supported within email addresses: This is the same range of characters supported by Salesforce and includes special characters such as: !#$%&`*+/=?^`{|}~’/”. These characters can now be used in CoPilot email fields without resulting in an error message.
  3. Send Email Templates as test emails: In CoPilot > Email Templates, logged-in users can send a test email to themselves from an email template in order to confirm the layout, etc. You can initiate this test by clicking on the “Send Test” button in the top-right corner of the template configuration page.

Surveys

  1. Browser detection for Surveys: When loading a survey response page, Gainsight will detect which browser is in use. If it is an unsupported browser, the survey responder will see a message that includes a link to a list of supported browsers. The full text of the message is “Your browser is not supported, please find the supported browser list here”. 

  1. Surveys honor start and end dates: If the start date and end dates are set, a survey cannot be published outside of this date range, and a respondent won’t be able to complete the survey after the end date passes. While these fields were previously located under Properties, they can now be selected on the Publish Survey page. For existing surveys, this option is visible but not enabled by default. For new surveys, this option is enabled.

  1. NPS Summary information is available in the Survey > Analyze sub-tab. This is the same information from the summary section of the NPS tab. Additionally, for a given survey, we display overall NPS Score in addition to a breakdown of the data. This information is added to the C360 and R360 Survey sections.

  1. Add languages to live Surveys: Admins may select another language for a survey after the survey is published from the Survey > Properties page. 
  2. Analyze NPS Text Responses: The NPS Text Analytics feature examines the content of NPS comments and categorizes each sentence as either positive, negative, or suggestions. The goal is to identify important themes or “aspects” mentioned by customers from their NPS comments. After the feature is enabled, the results will be stored in an SFDC object called JBCXM_GSNPSTextAnalytics__c. The best way for all users to view this information is to build a report off of the object and share it on Gainsight dashboards or the 360. For more information on how to enable this feature, and how to build a report containing NPS Text Analytics, see How to Enable NPS Text Analytics.

    Note: The comments themselves are not categorized, rather the individual sentences making up the comment are analyzed and tagged accordingly. The accuracy of the feature is typically between 75-80%. For every 10 sentences that are selected for analysis, the feature can accurately determine the opinion of 8 of them. These results will be stored in an SFDC object called JBCXM_GSNPSTextAnalytics__c. Sentences with less than five words, and sentences with more than 25 words are excluded from analysis.

  1. Send Survey responses to an Internal team: Now survey responses can be sent to internal stakeholders through email. To enable, contact support@gainsight.com. Once the feature is enabled, navigate to Survey > Publish. Under the option Response Email Subscribers, enter email addresses with comma separated values. Now, whenever a survey response is submitted, an email is triggered to these users. 

  1. Deprecation notice for Survey > +Survey button: The “Pre-built” Survey option is removed. We recommend using Vault Survey templates. 

  1. Deprecation notice for Survey > Set CTA > Action: The Alert sub-tab is removed. Use the CTA tab to configure your Call to Action details.

Rules Engine

  1. Rules Engine supports new data types in MDA: With this release, Gainsight Data Management (GDM) supports Currency, Percentage, Email, Picklist, SFDCID, and GSID data types. These new data types are also supported by the Rules Engine module. Earlier, the Percentages and Currency fields were defaulted to Number; the SFDCID and Email fields were defaulted to String; but now you can see the currency and percentage data type fields. You can also add these fields in the Show and Filters sections and map them in the Action stage. In a rule, you can also fetch fields from the standard objects like GS Company or GS User (shipped with this release). 

    The following image shows an example where Currency, Email, and SFDCID fields are selected. 

Note: Standard objects will not be available to be used as Source in Rule setup. Admins can import the data from SFDC more frequently using Gainsight - Connect. Customers cannot load Standard objects using Rules Engine, but when an object in MDA is selected and that has a lookup on a standard object, the standard object will be accessible in rules. This is not supported in Bionic Rules, since MDA joins is not supported

  1. Create Milestones for Relationships: In Rules Engine, Admins can configure rules to automate milestone creation for Relationships. The list of the milestones are now displayed for both Account and Relationship types. Relationship tokens (based on the selected Relationship type) are available while adding comments. Refer Create Milestones for Relationships in Rules Engine

  1. Bionic Rules in Rules Engine: A new rule type is available in Administration > Rules Engine > + RULE > Edit Rule > Rule Type which can perform multiple fetches and transformations in a single rule; including tasks to fetch data from multiple sources, merge, aggregate, pivot and then load to an object. Previously, multiple objects used to be joined and flattened by a series of Custom Rules, but now this can be accomplished with a single bionic rule. 
    Data is not required to be duplicated or loaded to temporary tables to get the Account Lookup and aggregate. For more information, refer to the Getting Started with Bionic Rules

  1. Enhanced Filter Component is integrated in Bionic Rules and Custom Rules. This new improvised Filter component honors the Custom Lookup options based on the Rule/Relationship Type options chosen and shows only those values in the Filters. 

  1. Link the ‘Linked Objects’ to CTA through Rules Engine: Previously, CSMs used to manually search for a specific record and link it in the CTA Detail View, but now with this enhancement, all CTA relevant records can be linked through Rules Engine. All Linked Objects that are linked to the CTA type will be available in the drop-down. When a linked object is selected in the drop-down, Admins can choose the field to which it should be linked from the Show fields.

  1. Prevent the creation of repetitive CTAs: Admins can select the Create CTA once in check box in the Create CTA action to prevent the creation of CTAs based on the timeframe selected. A separate check box will be available for separate actions.

  1. Include CTA ID as Identifier: In the Close CTA action, Admins can now select the CTA ID > Include in identifiers check box to validate if the CTA ID should be included in identifiers while closing CTAs.
    Note: When you select the Include in identifiers check box, the Type, Source, Reason, and Set CTA status to fields will become disabled and restricts the rule to mapping only with the CTA ID field. Only CTA ID will be used as an identifier while closing the CTA.

  1. Close Success Plan Objective CTAs: Admins can now select the Objective option from the CTA Type drop-down list to close Objective CTAs from the Rules Engine.

If the CTA type is Objective, the Objective Category field will be visible instead of Reason, and the Survey option is disabled in the Source drop-down as shown in the following image.

  1. ‘Close CTA’ action for Relationships in Rules Engine: CTA types associated with relationship types are available in the CTA type drop-down. CTA status associated with the Relationship type, CTA type, Global active All, and Private All are available. CTAs of the selected Relationship type can be closed.

Reporting

  1. Folders for managing reports in the Report Builder: Admins can add/view report folders, group the reports by Object or folder, and categorize reports in folders in the Report List page under Administration > Report Builder. The following options are available:
    • Drag and drop a folder into another folder.
    • Move a report into a folder (drag and drop or use Move To menu).
    • Delete empty folders; if the folder is not empty or has reports in it, the system will throw an error.
    • Mark individual reports as favorites at the user level.

By default, folders are sorted alphabetically at each level. Existing reports will be stored in the Uncategorized folder by default. For more information, refer to the Report Repository / Report List View article.

In the Report Builder page, you can now see the name of the respective folder where the reports are located along with the report names. When you click on the folder name, it shows the hierarchy under the folder structure on the left pane as shown in the following image.

  1. Report sorting by function and accessing source folder of the specific report on the same page (part of UI enhancements): You can now sort the reports based on the Created Date, Last Modified Date, and Report Name. 

Once selected, the list will be displayed and you can use the  icon to see the list of folder names in ascending or descending order.

  1. Move multiple reports into a folder: select the check box for one or more reports, and click MOVE TO to select the destination folder from the drop-down list; or simply drag and drop reports to the destination folder in the left pane.

  1. Expand/Collapse each report details on the Report Builder page: With this enhancement, the details related to each report are not fetched directly on the Report Builder page while loading. This enhances the performance and the page is loaded faster than before. You can now use  the icon to expand any report and  icon to collapse the information displayed for the record. 

Clicking the expand icon displays the following information about each report:

  • Created By
  • Last Modified By
  • Used In
  • Folder Path
  • Description (optional)
  1. ‘Used In’ filter with Dashboard, C360, and Neither data points: Click the search icon to see the new Used In option on the Report Builder page (refer the image below).

By default, CS360 is selected in Used In filter.

  • CS360 (enhanced on UI): Selecting this option displays all the reports which are displayed in a CS360 section.
  • Dashboards (enhanced on UI): Selecting this option displays all the reports that are displayed in Dashboards. 
  • Neither (new feature): Selecting this option  displays all the reports which were created but never utilized anywhere. The following set of images shows the results in the report details when CS360, Dashboard, and Neither is used as Used In filter. 

  1. Report Builder filter component can group configuration values by entity such as Account, Relationship Types, or Global. For example, CTA Type, CTA reason, CTA status, CTA priority, and Snoozed Reason should be grouped by entity. Whenever the entity context is already available, the options in the drop-down will automatically be filtered for the selected entity. If relationships are not configured, no grouping is required and you can see all data in the drop-down. You can now edit the filters on hover and avoid extra clicks. 
  2. Export scorecard mass edit reports as CSV with Scorecard 2.0: Admins can now export scorecard mass edit reports as CSV files from the Report Builder and also from Dashboards.

Note: This feature was already available for the Account Scorecard (Scorecard 1.0) from the Gainsight Home page.

  1. In Report Builder, select Scorecard Fact as the data source. 
  2. Select the Scorecard Mass Edit option from the new Report Type drop-down list.
  3. Click the gear icon.

  1. Click the Export as CSV option to export all of the selected features with/without group in the Show me section. The scorecard will be emailed to the logged-in user.  Refer the following image to see a sample email with the .csv file attached.

  1. Tabular reports in all consumption areas can be searched: In all tabular reports, Gainsight now provides support to search for any record within a report that has more than 2000 rows. Lookup, SFDC id, longtext, or Picklist of SFDC results will be obtained from the entire dataset and not just from the data available. The search result will be displayed only upon pressing Enter after the search term is entered. (The following image shows the tooltip: ‘Press Enter to Search’ on UI). If the report has fewer than 2000 rows, the search results displayed will be narrowed as you type each letter.

Note: Partial DateTime search will display an error message. If there are more than 2000 records, the date picker may be used if you selected the Date/DateTime data type fields in the Show me or By section.

  1. Hyperlinks for C360 and R360 in the Report Builder work at Company/Account Name and Relationship Name levels. The following image shows the list of the Account Names which are hyperlinked to the C360; as well as a couple of columns containing Account or Standard Object Names which are hyperlinked to their respective levels

  1. User filters on Standard, Custom, and SFDC objects: In Report Builder, the All Users filter option is newly added in the drop-down list with Current User and/or Other User filters options while filtering on the following type of objects (MDA and SFDC), refer the following table.

User Filters on

Current User

Other Users

All Users

MDA Custom Objects

Yes

No

Yes

MDA Standard Objects

Yes

Yes

Yes

SFDC Objects

Yes

Yes 

Yes

Notes:

  • Current User: Logged in user.

  • Other users: Selecting Other User filter allows the Current User to select another user's  name from the list of the users in your organization.

  • All Users: Current User + Other Users.

  1. Salesforce Sharing Settings are now honored in the exported data (CSV and Dashboard formats): Previously, the Salesforce sharing settings were not honored in data exports even after enabling the sharing settings at Administration > Security Controls > SFDC Sharing Settings. Now you can select any Gainsight feature check box(es) in the Respect SFDC Sharing Settings in (Beta) section to restrict the logged-in user from viewing/exporting records on SFDC objects that they do not have access to. These settings do not apply to MDA data.

Note: Scheduled exports such as Gainsight Home page and Success Snapshot will run in the context of the users who authorized MDA (typically Admins) and not in the context of the user receiving the export.  

  1. Disable end users from exporting reports from Dashboard, C360, and R360: Admins can disable all end users from exporting reports both in PPT and Excel/CSV formats from Dashboard, C360, and R360 pages. In the SFDC Sharing Settings page, select the Disable Export of reports on Gainsight Home and 360 pages check box. 

Note: The Admin can still email Dashboards as PPTs from the Dashboard Builder and for Success Snapshot, both Admin and CSM can still export reports from C360. 

  1. Additional filters are available in Dashboards, and User filters will persist at the user level. In Gainsight Home, when users click the filters icon for any report, they will be navigated to a Modify filters window (refer the following image) where users have the option of adding filters such as data source fields and Account & Customer Info fields. This feature enables end-users to add and also APPLY additional user filters in the exported dashboard, in addition to the existing filters created by Admins in the Report Builder. Additional Filters added from the Gainsight Home page are preserved at the  user level.

When users select a field from the drop-down list for the newly added filter, it shows the list of the corresponding object related fields available in the Report Builder.

From Gainsight Home, users can change the operator from AND to OR for the newly added filters as shown in the following image.

  1. For Aggregate Reports, the Filters on Aggregated Data section is also available in the Modify filters window as shown in the following image. When users select a field to add to filters, users can access only Aggregated fields, and view the new field(s) for Filter on Aggregated Data in the Advanced Logic section.

  1. Reports built on Data Spaces can be added to C360 sections, and included in Success Snapshots. Data Spaces will have a default account lookup from now on. Admins may select a default account lookup field in Data Spaces.     
    In the following example, the selected Source Object - Demo_dataspace (dataspace) has three associated reports.

  • Add dataspace reports to CS360 page: Admins have the option to select data space (Demo_dataspace) as the Source, any associated reports, and the specific account lookup at CS360 > Configuration section. 

  • Reports built on Data Spaces can also be included in Success Snapshots as shown in the following image. 

Gainsight Data Management (GDM)

  1. Standard Objects will be shipped to all customers: All customers are provisioned with standard objects namely Company, User, Relationship, and Relationship Type. These standard objects can be viewed under Data Management, as shown in the following image. Standard Objects in MDA will support common Reporting, Scorecards 2.0 feature; and Gainsight Connect will help you to import the data from Salesforce to MDA standard objects. Admins can view the standard objects in the Administration > Operations > Data Management location. 

Note: In the current release, the standard objects will be visible in the Rules Engine under the source only when there is an MDA join on Standard Objects. 

Data can be ingested into the standard objects using the following options: 

  1. Gainsight Connect
  2. S3 Connector

These standard objects will have the following:

`

Schema Editability?

Data Editability?

Standard Object

Yes

Yes

Standard Fields

No

Yes

Custom Fields

Yes

Yes

System Fields

  • GSID: Autogenerated and unique

  • Created Date: System generated

  • Modified Date: System generated

No

No


 

  1. Advanced formula builder available in free form editor: Enables Admins to create complex formulas like Case statements and Arithmetic operations. 
    1. Click +OBJECT at Administration > Data management.

  1. Provide inputs in at least two fields to perform the operation. 

Note: Formulas are allowed only on Number, Currency, and Percentage data types.

  1. Click ADD.
  2. Select the Calculated Field checkbox and click CREATE FORMULA

You will be navigated to the Formula Builder window which is enhanced with the complete Field names and Operators, and the addition of the ADVANCED FORMULA option to create complex formulas.

Advanced formula builder helps the admins to create complex formulas like performing arithmetic operations and case statements

Basic arithmetic operations with constants 
Examples : A + 10,  A - 1, A*100 , A/100, (A+B)/2
Case statement examples:  

  • case when A>0 then 1 else 0 end
  • case when A-B>=0 then A-B else C-B end
  • case when A=B then 1 else 0 end
  • case when A is null then 0 else B * (180/7) end
  • case when (A+B+C+D) = 0 then 0 else ((E+F+G+H+I)/(A+B+C+D)*100) end

Notes

  • Ensure that the syntax is correct 
  • Validator for advanced formula is being developed. 
  • Once an advanced formula field is set, reverting to a basic formula is not supported as basic formula builder does not support these operations. 
     
  1. ​Dropdown list data type: Company standard object has the following two fields with datatype as dropdownlist: Customer Stage and Customer Status. Customer Status is the drop-down list of system type and Customer stage is the drop-down list of standard type.

Note: Customer Stage and Customer Status fields are now available with the datatype as dropdown list and can be managed from this screen (refer the image above). 
For System type, you can only view the items listed. For Standard type, you can add items and these items can be edited. In Standard type, the listed items can be reordered by using drag-and-drop. The rearrangement will also be reflected in the consumption area.
You can even set the default item for both standard and system category.

  1. Click +ITEM. The following window is displayed.

  • Name: Maximum 50 Characters are allowed.
  • Code: Short name (usually auto populated, but can be customized). Maximum 20 characters are allowed.
  • Active: Checkbox 
  • Description: [Optional]
  1. Click ADD

Gainsight Connect

  1. Gainsight Connect can import data from SFDC into Standard Objects: The import mapping is predefined for the standard fields; for any additional fields the user wants to import, you can add the fields in GDM and the mapping can be defined here for the newly added fields to import. Data import in Gainsight Connect is like a special Rule type, which allows Admins to import the data from SFDC more frequently.

Note:  
Click Administration > Operations > Gainsight Connect, to see the Objects in-import page, as shown in the following image.

Click the icon in the Actions column to import the fields. For example, when you click to import Picklist, the data will be fetched from the Picklist table which is in Salesforce. For all the other objects, there is a set of defined mappings that Gainsight will ship by default. There are two ways to import:

  • Import Now: Import data into the standard object since the last import time.
  • Import From Date: Import data into the standard object from the import date specified.

Note: The standard objects are always imported in this particular order.
When user clicks Gainsight Connect page > Field mappings, the following page is displayed.

The highlighted fields below contain the list of the fields available in the SFDC objects from which you can select and map fields.

You can also enable a schedule to repeat the importing activity daily, weekly, or monthly at a particular given time/interval and click UPDATE.
Following are the fields on the Schedule section when you select the DAILY option:

  • Once: If selected, schedule everyday at a particular time.
  • Repeat: If selected, schedule will be repeated. The minimum time interval between two executions is one hour.
  • Select a Time: The time range in which schedules should run.

  1. Initial Load Performance: Gainsight Connect can take anywhere between several minutes and several hours based on the amount of data getting loaded from SFDC to MDA on Company, Relationship, and Relationship Type standard objects.The following table lists a couple of performance measurement results to make you aware of the expected time involved in completing the larger updates in your initial load.
Object Number of records Time Taken
Relationship 5000 Less than a minute
Company 10000 28 minutes
Company  50000 128 minutes

S3 Connector

  1. S3 Connector can ingest data into Gainsight Standard Objects: S3 Connector can now ingest data into Gainsight standard objects from a .csv file.
  2. Data import lookup: This new feature allows you to lookup to a standard object and match a column to fetch Gainsight IDs (GSIDs) from the looked up object. The main purpose of this enhancement is to populate values in the fields here from another object during the data ingest. 
    When you apply data import lookup, you lookup to another object match it with a field and get the data back. For example, when you select the Account: Owner ID as field name and you want the GSID of the Standard Object to be matched, you need to Lookup into the User object and match it by the SFDC User id field, then populate GSID.

When you have multiple matches or when no match is found, you can select from the given options as needed. (refer the following image).

  1. If there are multiple Account and User Identifiers (multiple mappings), Admins can now use Data import lookup.
  2. Webhook notification: Learn about the success or failure of the data load through the notification mechanism while using S3 Connector for uploading the data (file) into MDA. A Webhook notification is available at the input Callback URL. The Callback URL must be HTTPS, support POST method, and return a Success response of 2XX. Header values in the form of key and value are submitted. Admins may test the URL by using the TEST IT ONCE button, which sends in a message of “TestMessage” to the endpoint. 

Users receive two messages at the endpoint:

  1. TestMessage, which is used for validating the URL.
  2. The notification at the endpoint that contains the following fields:
    • S3 Job Id (Project Id)
    • S3 Project Name 
    • Time taken (in milliseconds)
    • Total number of rows
    • Succeeded rows
    • Failed rows
    • S3 error file name
    • Status (Failure, success, or partial success)
    • Status Id

Unified Connectors

  1. Chronological View of job logs: In Administration > Unified Connectors > Logs tab, a chronological view is added for better understanding/visibility of the operations related to Mixpanel Jobs. This view provides consolidated info on both Execution & Auditing (operations performed).

  1. Unified Connector auditing service is enhanced to provide complete audit information around connection and job. 
    1. Navigate to Administration > Unified Connectors > Connectors tab.
    2. Click the horizontal bars icon to access the Mixpanel connections log window, which is introduced in this release, and contains more detailed information as shown in the following image.

Customer 360 and Relationship 360

  1. Salesforce Sharing Settings are honored while creating or deleting relationship types: While creating new relationship types from the C360 > Relationships section, Salesforce Sharing Settings are honored. If the logged-in user does not have permission to create or delete relationships, the create and delete options are disabled in the UI and an information message appears.

  1. Add Widget report type to C360: Admins may add Widget report types to the CS360 as a new summary section. Reports created on SFDC, MDA, and Data Spaces and with a lookup to Account object can be added to the C360 page. 
    Note: If the fields used in the report do not have a lookup to account, the widget report cannot be displayed in CS360 or R360. 
    To create and add a widget report type to C360: 
    1. In the Report Builder, create a report and select Widget as the visualization type. 
    2. Navigate to Administration > C360 Layouts
    3. Click Configure (gear icon) on a Summary section. The Configure Section dialog appears. 
    4. Click Widgets tab. The widget reports available in the current org are displayed. 
    5. Drag a report from the list and drop in the Preview area. 
    6. Click Save. The Widget report is added to the layout and visible in the CS360 page. 

  1. View NPS Score or Average NPS Score in C360 and R360 Summary: Admins can choose to display either the NPS Score or Average NPS Score on the NPS Widget. The NPS Widget may be added to the CS360, R360, and Zendesk. 
    1. Navigate to Administration > C360 Layouts, or Administration > Relationships
    2. Click + LAYOUT or edit an existing layout (for relationships, click Card View). 
    3. In a layout section, click Configure (gear icon). The Configure Section dialog appears. 
    4. Add an NPS widget. 
    5. On the NPS widget, click the Settings icon. 

  1. In the NPS Score Settings dialog, select an option: 
    1. NPS Score: You can select a time period for which the NPS score will be calculated. 
    2. Average NPS Score: The average NPS score is displayed (no change from previous release). 
  2. Click APPLY. The NPS score selected here will be visible in the Customer 360 or Relationship 360 Summary sections. 

 

  1. Display NPS Score or Average NPS Score in Survey section of C360/R360: Admins can choose to display either the NPS Score or Average NPS Score on the Survey section. The Survey section can be added to the CS360 and R360.  
    1. Navigate to Administration > C360 Layouts, or Administration > Relationships
    2. Click + LAYOUT or edit an existing layout (for relationships, click Card View). 
    3. In a layout section, click Configure (gear icon) on a Surveys section. The NPS Score Settings dialog appears.

  1. In the NPS Score Settings dialog, select an option: 
    • NPS Score: You can select a time period for which the NPS score will be calculated. 
    • Average NPS Score: The average NPS score will be displayed. This option is same from the previous release. 
  2. Click SAVE. The NPS score selected here will be visible in the Customer 360 or Relationship 360 Summary sections. 

 

  1. Add R360 views to Salesforce Widgets: Admins can add the Relationship 360 view in Account and Opportunity widgets. 
    1. Navigate to Administration > Relationships > [click Configure on a relationship type] > 360 view.
    2. Create a new section or edit an existing section.
    3. In the Show me area, select Account Widget and Opportunity Widget boxes. The section will be available in Account and Opportunity widgets. 

Note: As a recommendation, the Account widget height should be set to 700 pixels. By default, the widget height is set to 400 pixels.

  1. Add Multiple Attribute sections to the Customer 360 page: Admins can add multiple Attribute sections to the C360 page from Administration > C360 Layouts. Using an Attributes section, you can group relevant fields in a section and show it in the C360 page. Similarly, you can add multiple attribute sections to the C360 layout and group relevant fields together. For example, you can group churn attributes together in a single section.  


 

  1. Label changes in Relationship Configuration page: In Administration > Relationships > [click on a relationship type] > Configure, the following labels are modified to improve clarity: 
  • Attributes is changed to Fields
  • Linked Objects is changed to Associated Objects
  1. Display decimal values in CS360/R360 pages: For numeric and currency fields, Admins can choose to display decimal values. Formatting options are provided for every number and currency field. You can set these options in the Relationship card view, R360 Attributes, and C360 Attribute configurations. With this enhancement, numeric and currency fields are not rounded off to the nearest integer.

  1. Search for a relationship type globally: Users can search for a specific relationship type from the global search in the Gainsight application using two options. A minimum of 3 letters are required to initiate the search. Once a match is found, a drop-down displays the matching relationship types. Clicking on a relationship type from the drop-down opens a new tab with the Relationship 360 page. The input search term remains in the search bar (sticky) even if you navigate to a different tab. 
    1. Relationship search ‘starts with’
    2. Relationship search ‘contains’ 

  1. CS360 and R360 pages load significantly faster: We added static files caching on the CS360, thus improving the initial CS360 page load, reduced server calls on initial load, improved Summary and Relationship section’s load time, performed some CSS refactoring, and optimized fetching of reports per-section, to expedite fetching of related lists.
  2. View open and closed CTAs together in the CS360’s All CTAs list: The All CTAs option is available now in the drop-down list at CS360 > Cockpit. 

  1. Objective type CTAs are removed from the CS360 and R360 > Cockpit page. To see the objective type CTAs, navigate to CS360 and R360 > Success Plans > Objectives page.
  2. Usability enhancements in Success Plans: Rich text formatting capabilities are added to the text areas in Success Plans. You can also copy and paste content from a source to these text areas, and the text areas themselves are larger.

Account Hierarchy

  1. Calculate roll-up data and Snapshot Weekly: In Administration > Account Hierarchy, enable Calculate and Snapshot Weekly toggle to snapshot and store roll-up calculations. Then you can access the Account Hierarchy object from the Report Builder and see the historical data.   

Note: Only fields that have the Enable Roll-up option enabled will qualify for these calculations. 

  1. Access Account Hierarchy from the Report Builder: With this release, you can access Account Hierarchy from the Report Builder area by selecting the Account Hierarchy object as the source. 
    Important: For this feature to work, Gainsight Email Service must be enabled at Administration > Email Configuration > Survey Email Setting. 

Activities and Timeline

  1. Timeline is available in the Relationship 360: In the Relationship 360, CSMs can now view the Timeline page. The Timeline view can be used to log activities such as Calls, Emails, Meetings, Updates, or any Custom Activities. For more information, see Configure C360 Timeline View and Use C360 Timeline View

  1. Configure Custom Activity Types for CS360/R360 Timeline: In Administration > Activities, Admins can configure custom activity types for use in the CS360 and R360 Timeline view. Custom activity types can be created at a global-level or local level (Account and Relationship Type). The activities can also be synced to the Salesforce Task object. When the sync is enabled, a task will be created in Salesforce for every activity logged in Gainsight, so that users who do not have access to Gainsight can view the logs. For more information on how to create an activity type and enable sync, see Configure Timeline View

Note: If you are syncing Relationship Activities to SFDC, they will sync to the associated Account in SFDC. 

  1. Rich text formatting capabilities are supported while logging an activity: In Timeline view, while logging an activity, the editor now has rich text formatting capabilities. Users have access to all the capabilities of a rich text editor while logging an activity. Changes include:
    • New position of the formatting options: Formatting options are ungrouped and reside on the text editor pane. This allows you to apply formatting to the content in a single click. 
    • Copy and paste content from a source to the editor. For example, you can copy paste content from Evernote or Chatter to the editor. 
    • Apply text formatting using keyboard shortcuts. 
    • Remove formatting using keyboard shortcuts (Ctrl + Shift + F / Command + Shift + F)
    • Copy and paste hyperlinks directly. The text will not lose the hyperlink after pasting.
  2. Keyboard shortcuts in activity editor: Following keyboard shortcuts are added to the editor: 
    • Bold - Ctrl + B / Command + B
    • Italic - Ctrl + I / Command + I
    • Underline - Ctrl + U / Command + U
    • Justify left - Ctrl + L / Command + L
    • Justify Center - Ctrl + E / Command + E
    • Justify Right - Ctrl + R / Command + R
    • Start a ordered list - Ctrl + Shift + 7 / (Command + Shift  + 7)
    • Start a un-ordered list - Ctrl + Shift + 8 / (Command + Shift  + 8)
    • Anchor - Ctrl + K / Command + K
    • Remove formatting - Ctrl + Shift + F / Command + Shift  + F

Scorecards 2.0

Important: This is our first deployment of new Scorecard functionality to manage both Account and Relationship scorecards with one tool. Additional functionality will be deployed later to support migration from Account and Relationship Scorecards to Scorecards 2.0. New Gainsight customers will use Scorecards 2.0 to configure Account and/or Relationship scorecards. If you’d like to deploy Scorecards 2.0 now, please contact your CSM to discuss options. Keep in mind that SmartSigns and Scorecard history (from Scorecards 1.0) won’t be available in Scorecards 2.0 for existing customers.

Prerequisites

To enable Scorecards 2.0, you need to have the following:

  • Gainsight Standards Objects enabled. Data needs to be present in the standard objects of MDA. Data can be synced from SFDC to MDA Standard Objects using GS Connect. 
  • Enable Scorecards 2.0 from Setup > Custom Settings > Feature Configuration > Scorecards v2. 
  1. Scorecards 2.0 is introduced to manage both Account and Relationship scorecards in one place. Admins can access the new option from Administration > Scorecards 2.0. 
    1. For new customers: Only one option will be visible in Administration > Scorecards 2.0. Using this option, you can create both Account and Relationship scorecards. Also make use of the enhanced options in Account Scorecards.
    2. For existing customers: Three options will be visible. Account Scorecards, Relationship Scorecards, and Scorecards 2.0. 

For more information on Scorecards 2.0, see Configure Scorecards 2.0.

  1. Create group-level scores: With Scorecards 2.0, Admins have the ability to create scoring for a measure group. To enable this option, navigate to Administration > Scorecards 2.0 > Scorecards > Add or edit a scorecard and select group scores option.

  1. Configure exceptions in Account scorecards using Scorecards 2.0: For more information on Scorecards 2.0, see the Configure Scorecards 2.0 article. Previously, exceptions could only be configured for Relationship scorecards. Exceptions in Scorecards are useful when you need to override the existing weighting configuration to affect the Overall Score based on a change in one subscore. 

  1. Mass-edit Scorecard 2.0 measures from Report Builder: For measures created in Scorecards 2.0, Admins can mass-edit both Account and Relationship scorecard measures from the Report Builder. Previously, you could only mass-edit Relationship scorecard measures from Dashboards or the Report Builder.    

  1. New Set Score 2.0 action type in Rules Engine: To set scores for Scorecards 2.0 using Rules Engine, a new action type Set Score 2.0 is added to the list of actions. 
  2. New Scorecards 2.0 section available to add in the CS360 and R360 pages, in addition to the existing Scorecard sections (Account Scorecards and Relationship Scorecards).  
    • For new customers: Only one section will be visible in 360 pages (Scorecards 2.0)
    • For existing customers: Three sections are available to add to 360 pages: Account Scorecards, Relationship Scorecards, and Scorecards 2.0.

Cross-org Migration

  1. Migrate reports (SFDC and MDA) as part of cross-org migration: Admins can migrate reports using the cross-org migration tool. Reports created with Data Spaces cannot be migrated.

  1. Migrate rules created on MDA objects using the Cross-organization Migration Tool.
  2. Migrate MDA custom object’s schema: While migrating assets to a target org, you can also optionally migrate the schema of custom objects or fields in an object. Alternatively, you can skip the schema migration step using SKIP & NEXT button. 

Note: Formula fields have to be mapped manually if the mapping did not happen automatically. If the formula field has any dependent fields, the dependent fields also have to be mapped manually. 

Vault

  1. Playbooks with email assist tasks are supported in Vault. 
  2. Surveys with branching logic are supported as assets in Vault. 
  3. Search for Vault assets directly from Global Search: From Vault Publisher or consumption pages, you can directly search for an asset from the global search. The search will be performed on the assets in Vault directly. Previously, the search was performed on Customers. 

Service Console

  1. Service Console: Information related to an Account will be displayed in a sub-tab. Whenever you open a customer account from the service console and open any module (for example, C360) related to that particular account, it will open in a sub-tab. Users can view all the information related to an account in a single tab, and also close all the tabs related to an account by closing the main account tab. Previously, if you opened the C360 page of a customer, it would appear in a new tab, now all the information related to an Account will be displayed as a sub-tab so that the account context is not lost. 

New Components Introduced

The following pages are introduced: 

  • Gainsight360.page
  • Authorization.page

The following static resource is introduced:

  • Optimized_Vault.resource-meta.xml

The following objects are introduced:

  • GSCockpitConfig__c.object
  • Survey__c.object
  • CTA__c.object
  • SurveyParticipant__c.object
  • CTATypes__c.object
  • SurveyResponseTask__c.object
  • Alert__c.object
  • GSMetaInfo__c.object
  • CSEvent__c.object
  • SurveyResponse__c.object
  • GSReportCategory__c.object
  • GSRelationshipType__c.object
  • GSRelationshipSection__c.object
  • ScorecardConfigV2.page
  • GSRelationship__c.object
  • GSEntityConfigMapping__c.object
  • PickList__c.object
  • CTAGroup__c.object
  • UIViews__c.object
  • GSNPSTextAnalytics__c.object

The following classes are introduced: 

  • VaultSurveyService.cls
  • TestVaultSurveyService.cls-meta.xml
  • TestVaultSurveyService.cls
  • MockFalseHttpResponseGenerator.cls
  • ScorecardConfigV2.page-meta.xml
  • Gainsight360.page-meta.xml
  • VaultSurveyService.cls-meta.xml
  • MockFalseHttpResponseGenerator.cls-meta.xml
  • Authorization.page-meta.xml 

Permission Sets Update

Add Permission Set to query on any profile object: To enable the OAuth user to query on any profile object, go to Setup > Manage Users > Profiles > [click on any User profile] > Administrative Permissions section and select View Setup and Configuration (permission set) check box.

For more information about the permission sets in Gainsight and SFDC, default permissions, specifics about which profiles have access to which features, classes, pages, and objects, refer to the Gainsight Permissions spreadsheet. 

Known Issues

  1. If a customer migrates to 5.5, in Administration > Activity Sync tab, Created Date and Created By fields will be duplicated while mapping. To resolve this issue, it is suggested to install latest SFDC UI code. 

  1. In the Activity Sync tab, if you have a (custom) check box mapped to Reminder Set in SFDC, then a Date field should be mapped to Reminder Date/Time. 

  1. Sponsor tracking card does not appear in Opportunity Widget (Relationship Widgets). 
  2. Relationship Scorecards mass-edit report and Scorecards 2.0 mass-edit report does not render properly on the Gainsight Home Page. 
  3. Export of Success Snapshots fail for habits report created in Scorecards 2.0. 
  4. In Scorecards 2.0, if measures are dropped they may not align properly in specific scenarios. 

Issues Addressed

Rules Engine

  1. When you select Engagement as Rule Type while creating a new rule in Rules Engine, you can now navigate to Setup Action without facing any issue. 

You can also view the Setup Action related information on Preview of the specific Engagement Rule.

  1. In Rules Engine > [click the edit icon of any rule] > Setup Action, you can now set the Due Date as +0 to set a CTA and save it, it no longer changes the set date (+0) back to 5 Days (default).  

Reporting

  1. In Report Builder, you can now you can move the fields between the rows consistently if there are two or three rows of fields in the Show me section.

  1. Report date filter values in Success Snapshots are now working as expected.
  2. In Report Builder, it no longer shows any error message when you add ID in the Show me section and Account Name in the By section. You can now create report Count (id) by Account name on a Dataspace.
  3. Report created on data Spaces no longer throws any error message while loading the report.
  4. The other filter present in the report does not change and functions as expected when you remove the value of any Dashboard Global Filter.
  5. You can now load any MDA Report without any proble. Now, Filed mapping happens automatically soon after you refresh the page.
  6. You can now sort by other fields using Top and Bottom options (refer the following image) when there is Account name in the By section.

  1. In the Dashboard page, you no longer see the ‘No Data Found’ error message when MDA Report gets timed out due to huge data. 
  2. You can now export Scorecard Mass Edit report to PPTx format from Dashboard.
  3. You can now export reports to image and excel format from Dashboard in Safari.
  4. Font change is now honored for the custom template and also for the default Success Snapshot template.
  5. The Comments field in the exported Dashboard PPTx no longer shows different font sizes within the field in the PPT.

Gainsight Data Management

You can now load a CSV that contains ‘<’ character. Earlier, when a CSV containing the same character was getting loaded , that character and all that follows it in the field was truncated on import. If the < was the first character in the field, the field was left null.This issue has been addressed and resolved.

C360, R360, and Scorecards

  1. In the Scorecards dashboard section, comments will be saved. 
  2. Customer 360 page with unconfigured sections loads without any errors. 
  3. In Usage Configuration module, issues around scheduling and time granularity is fixed. 
  4. In C360 > Relationships section, multiple relationships will not be getting created if you click on Save option multiple times.
  5. Horizontal scroll bar will be available in R360 pages to help users navigate through the report. 
  6. In R360 layout configuration, while adding fields in attributes section, you can only add up to 90 fields or 16000 characters. 
  7. From C360 you can navigate from Timeline view to Detail view without any errors. 

Cockpit

  1. You can now see correct ARR and Renewal Date values in CTA list view columns. 
  2. (Success Plans) You can now see a CTA in the Objective tab at R360 > Success Plans is Open when the actual status of the CTA is not closed.
  3. User who has only read/create permissions cannot delete an Opportunity object from CTA detail view. User can just unlink the object instead.
  4. You can now see Choose File button in Cockpit > CTA detail view when you send files to private chatter group.
  5. When you navigate to CS360 page from Cockpit > List by clicking on a customer name, you can navigate back to Cockpit from CS360 without an error.
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