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Gainsight Inc.

Release Notes Version 5.6 May 2017: Automatic Updates

Cockpit/Playbooks

1. Cockpit Snooze feature includes Update and Un-snooze options: If Snooze is enabled for CTAs in your org, end users can snooze CTAs in Cockpit when circumstances require it. Navigate to Cockpit > CTA detail view > [click on the Snooze icon]. The snooze function is applied on a CTA when users click on the new Snooze button after Snooze Until and Reason fields are entered.

When Snooze is already applied on a CTA, users can update the Snooze options and deactivate the Snooze function with the new buttons, UPDATE and UN-SNOOZE. Users can now track the previous snooze date in the same dialog.

Note: These enhancements are applicable to both Account and Relationship type CTAs but the basic functionality of the Snooze feature does not change.

2. CTA element Reporting Category name is editable now: Navigate to Administration > Call to Action > Global. Click on the Reporting Categories button in the CTA type, reason, priority, or snooze reason section. 

Admins can now edit the reporting category names using the edit (pencil) icon.

3. Cockpit List View displays Next Task Due Date: Next Task Due date is shown beneath the task count in Cockpit list view now. If the next open task is overdue, then Next Task Due date is highlighted in red and CTA due date is not highlighted in orange. When the next open task is overdue, tooltip Overdue is shown.

Note: If a CTA does not have a task or all tasks are closed, next task due date is not shown. 

4. Display separate Health Scores for Account and Relationship CTAs for the same Account: Users can see health scores specific to the Account and Relationship level CTAs in the Cockpit list view column. If Scorecards 2.0 are in use, their Health scores are also shown here.

Note: You may experience some delay in loading health score information in the  Cockpit list view depending on whether the source data is in SFDC and/or MDA.

5. Email Templates 2.0 can be configured with Email Assist Tasks in Playbooks: Navigate to Cockpit > Playbooks. When users create Email assist tasks in Playbooks, Email Templates 2.0 are now available along with existing Email Templates 1.0 to configure with an Email task. For more information on Email Templates 2.0, refer to Email Templates 2.0 FAQ.

6. Access Timeline from the CTA detail view: Users can access the Timeline Activity from the CTA detail view to log an activity (for that particular account or relationship, and tied to that specific CTA) on the new Timeline sub-tab. The Timeline functionality in the CTA detail view is the same as in C360/R360 > Timeline. Users can create tasks for an activity in the Timeline tab and these tasks are added to the same CTA. For more information on Timeline Activity, refer to Use C360 or R360 Timeline to log Activities.

Information (i) icon in Activity dialog while logging or updating an activity and in the Activity drafts shows the CTA Name and Account / Relationship Type information.

Notes: 

  • Tasks created from Cockpit > CTA detail view > Timeline or C360/R360 > Timeline can be edited or deleted from Cockpit only, and they can be read only from C360/R360 > Timeline.
  • Timeline is not fully implemented in Widgets. Enhancements are planned for an upcoming release.

7. View, edit, and log activity drafts from Cockpit: A new option is introduced in the top right of the Cockpit view to see activity drafts which were started but not logged in the CTA detail view > Timeline. Users can open an activity draft, edit, and log into CTA detail view > Timeline from here.

Reporting

1. Reorder slides while configuring Success Snapshot templates: Admins can now change the order in which the slides appear while configuring a Success Snapshot template. Also, the user interface for designing the Success Snapshot presentation (Success Snapshot > Setup > Design) is enhanced.

a. Create a Success Snapshot template by performing the steps listed in the Configure Success Snapshot Template article.

b. Once the template is saved, the Success Snapshot > Setup > Design page is displayed. In this page:

  • The DOCUMENT STRUCTURE field is renamed to SLIDE OUTLINE.
  • You can now switch ON the Uploaded slides option to view the slides that have been previously uploaded, and to configure the slide order.
    • Notes:
      • The Uploaded slides option is not available when there are no slides present in the uploaded template.
      • You can preview an uploaded slide by clicking the  icon corresponding to a slide.
  • Once the slides are in place, you can now change the order in which they appear by simply dragging and dropping as per your preference.

2. Export filters associated with a report: While exporting a report to an Excel file, you can now export the filters applied to the reports as well.

     Notes

  • This feature is currently supported only for Report Builder and Dashboards.
  • Filters are not exported when you export a report from the Report drill-down.

a. Navigate to a report where a filter has been applied, and click the Settings icon.

b. Select the Export as Excel option. The report is exported to an Excel spreadsheet along with the associated filters. The filters are added as a separate sheet in the exported file.

Sample format of an exported filter:

3. Autorun of reports is disabled in the Report Builder: Autorun of a report is now disabled when admins access a report from the report repository. When you click on a report, you can choose to either run the report using the RUN button, or modify the configuration before running the report.

a. Navigate to Administration > Analytics > Report Builder.

b. Click the report you want to access. The report configuration is displayed.

c. You can choose to:

  • Run the report by clicking the RUN button, or
  • Modify the configuration before running the report.

4. Chart reports honor decimal place setting for Show me fields: For chart type reports, the number of decimal places for the Show me fields in a report is now displayed according to the field configuration.

a. Navigate to Administration > Analytics > Report Builder.

b. Open a report from the repository or create a new report. For instructions on creating a new report, see the How to Build Basic Reports article.

c. While configuring the Show me field, select the number of decimal places to be displayed in the Display _ decimal places field.

d. Run the report and select any chart type of visualization. The number of decimal places for the Show me field is now honored for the chart type of reports as well.

5. When admins save a report without making any changes, the save action is not applied and an information message is displayed specifying that there are no changes in the report to be saved.

6. Config Snapshot includes CoPilot Outreaches and Power Lists: The existing snapshot now contains worksheets for Outreach and Power List details. Navigate to Administration > Config Snapshot and click Take A Snapshot. Once the export is processed, you will receive an email with a link to download the snapshot file. 

360 Timeline

1. Add tasks in Timeline Activity editor: CSMs can now add tasks in the Activity editor. A new section called Tasks appears in the Activity Editor.

Following are some important points about tasks in Activity Editor: 

a. After users create a task in the activity editor, a task in CTA is simultaneously created for that particular Account or Relationship.

i. If you add a task from CTA > Timeline, a task will be created under the selected CTA.

ii. If you add a task from 360 Timeline, a new CTA will be created for the Account/Relationship.

iii. If you have created multiple tasks in the Activity, multiple tasks will be created under the CTA. The CTA will be created with the Subject of the Activity.

b. Users can assign the task to any user in your Salesforce org. The default assignee is the logged in user.

c. Users can set a due date for the task using the Calendar icon. The due date set for the task will be the due date of the CTA task. If there are multiple tasks, the latest task due date will also be the CTA due date.

d. To mark a task as Completed, users can either click the check box in the Activity Editor or mark the task done from Cockpit.

e. You can access all of the tasks in the Cockpit list view by sorting for Activity type CTAs. 

Note: Tasks are limited to 80 characters maximum.

2. Reporting category can be assigned to an activity type: Reporting categories can be added, edited, or deleted from Administration > Activities > Activity Types page. You can assign reporting categories to an activity and report on it if required. Assigning a reporting category to an activity type gives you the ability to group activity types created in Accounts and Relationship Types into a single entity for use in Reporting.

a. Click Reporting Category. The Activity Type Reporting Category dialog appears.

b. Click + CATEGORY. A text box appears.

c. Type the name of the category and click Save. The new reporting category will be added. 

d. In the Reporting Category column, select a reporting category from the list to map the activity type.

3. Email Assist tasks are tracked as Timeline Activities: Emails sent from Email Assist tasks will be tracked as an activity for the Account or Relationship. For more information, see Access Timeline from the CTA detail view.

4. Create reports on Activities in the Report Builder: Admins can now access activities logged in Timeline from the Report Builder. In the Report Builder, use Activity Timeline as the source object and add relevant fields to the report.

a. You can view the Subject line of all the activities using the Subject field in Show Me section.

b. After you generate the report, you can click any subject to view the associated activity.

c. Notes, External Attendees, and Internal Attendees information are not available for selection in the Activity Timeline object. To view this information, click the subject in the report. The activity opens in a new web page.

Notes

  • You cannot write data to the Activity Timeline object using Rules Engine as it is a system object in MDA.
  • The Activity Timeline object can be used as a source object only in Bionic Rules. For example, you can use the data from the Activity Timeline object and create a CTA if the number of meetings with the customer in the last month is zero. 

Gainsight 360

Customers can view their Gainsight data in the new Gainsight 360: Gainsight customers can view their organization's Gainsight product usage data to better understand how their users are utilizing Gainsight 360. Additionally, customers can see Summary, Attributes and Related List sections. Gainsight 360 does not include information on our customer's customers. The view is read-only and cannot be exported. Customers can view the layout from Administration > Analytics > Gainsight 360.

If you don't see the Gainsight 360 in your org, send a request to support@gainsight.com to have it enabled. For more information, refer to View Gainsight 360.

Surveys

1. Description Removed from Survey Thank You Page: The description of the survey will no longer be included in the thank you message that is displayed when a survey is completed.

CoPilot

1. Email Template 2.0: CoPilot’s email template designer is improved. Email Templates 2.0 are designed to avoid formatting issues that sometimes affected the original email templates feature. Email Templates 1.0 will still be available and can be cloned, but new templates can only be designed with the Email Template 2.0 architecture. These templates will not have specific embedded Surveys or Reports. Instead, placeholders can be added. Specific Surveys and Reports will now be added during the CoPilot Outreach configuration step. The new Advanced Outreach feature will only work with 2.0 templates. Email Templates 2.0 are not bound to Accounts or Relationship Types, meaning they can be used across accounts and relationships.

Email Templates 2.0 will be managed in the same location as old Email Templates, by navigating to CoPilot > Email Templates. Click +Template to create a 2.0 Email Template. 2.0 Templates are distinguished by a darker shade of blue in the header. For more information regarding New Email Templates, please see the Email Templates 2.0 FAQ

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Rules Engine

1. Support for Standard Objects in Bionic Rules Fetch Tasks: Previously when you selected Matrix Data, the Company, Relationship, or User objects were hidden as these objects were not supported in Bionic Rules.

Standard objects are now supported while creating CTA lifecycle from Company Object. You can start using MDA data sources such as SFDC Id, GSID, Picklist, Currency, Percentage etc. in rules without having to sync Account or Relationship data from SFDC through separate rules. Scorecard 2.0 related rules would also be easier. In short, you can incorporate Standard objects as sources and perform a wide variety of transformations, merge with SFDC objects, and perform actions.

a. Click +RULE from Administration > Rules Engine > RULES LIST tab.

b. Navigate to the Edit Rule screen where you provide the following information: the Rule Type (Bionic), Rule For (Account), Rule Name (new MDA Datatypes) and Description (optional). Click NEXT.

c. Navigate to Setup Rule > Source Standard object.

d. Select Company/User/Relationships as source standard object. All the data types which are now supported in Bionic Rules will be shown here. The following image shows the standard object (Company) and the datatypes available in it.

Note: MDA Joins (example, Company Objects has a User lookup) will not be visible in Bionic Rules. MDA Joins are not yet supported in Bionic Rules for both Custom and Standard objects.

2. Scorecard 2.0 fields are supported in Bionic Rules: You can now access the Scorecard Id, Current Score, Previous Score, and Trend fields in the standard objects such as Company and Relationship objects.

Limitations

  • Since MDA Join is not supported in a Bionic fetch task, you need to create two fetch tasks if you want to include both the scorecard fact and company, and merge the data in a third task.
  • In Bionic Rules, you will not be able to set scores for scorecards created using Scorecard 2.0 option. The Set Score 2.0 option will not be available in the list of Actions. For this purpose, Gainsight recommends using Custom Rules to set the score for Scorecards 2.0.

3. Bionic Rule Config Preview available: Admins can now view the information about each Bionic Rule at a high-level. Perform the following steps to view the information.

a. In Rules Engine, click on any Bionic Rule name. 

The Preview > RULE INFO tab is displayed. This tab displays summary information for that specific Bionic Rule.

b. Navigate to the RULE SETUP tab. High-level information is displayed:

  • Task Description
  • OutDataset Label (if any)
  • Source Type and Source Datasets
  • Export Enabled (True/False)
  • Merge Details: includes the Merge Details if the Bionic Rule was merged while transforming the task
  • Task Dependency Graph (Data Flow Diagram)

Note: Previously this was called ‘Tasks Execution Flow Diagram’ and appeared at the bottom of the window. Now it appears at the top.

Note: The RULE SETUP tab does not display all of the selected fields, filters, and Join conditions in the task. 

RULE ACTIONS tab displays the list of actions as before. The EXECUTION HISTORY tab displays the basic details (existing feature) of tasks, including the link to download the final task output as csv.

4. Tasks dependency graph (DAG) in Bionic Rules > Setup Action: The Data Flow Diagram (DAG image) of every Bionic Rule was already available in the Rules Engine > [click on any Bionic Rule name] > Preview > RULE SETUP tab.

The same DAG image is also available at Rules Engine > [Click edit icon of any Bionic Rule] > Setup Rule screen as a task execution flow diagram.

5. Field Deletion option in Setup Rule screen: The fields that you use for setting up a Bionic Rule can now be deleted from the Gainsight Data Management page. Refreshing the specific Bionic Rule page will no longer show the particular datatype under the source object and will display a message as shown in the following image.

You can navigate to Administration > Data Management page > [add the deleted field] > Rules Engine > [re-edit the rule].

For more information about how you can delete fields that are used in Rules Engine > Bionic Rule, refer to the Field Deletion in Rules Engine article.

6. Alert appears while closing any Bionic Rules task with unsaved changes: Admins will no longer lose unsaved changes while creating or editing Bionic Rules. If you have any unsaved changes, you will now receive the following alert message if you click on CANCEL, BACK, or any other widget.

Data Management

1. Create Custom Dropdown Lists: Dropdown List is introduced as a new data type for all custom fields in MDA standard and custom objects. Navigate to Administration > Data Management. Admins can create a custom field in the standard and custom objects with datatype as Dropdown List in Administration > Data Management.

On the Dropdown List management page, admins can create custom categories and define items in each category. Once a custom dropdown list is created, you can map it to any custom field in the standard and custom objects. 

Example: A Company may want to track the quarterly sales of a product. Admins can create a category with four items Q1, Q2, Q3, and Q4, and map this custom category to a custom field of drop down list type in the standard and custom objects. The custom field can be used in other functionalities as required.

For more information, see Gainsight Data Management.

To create a new drop-down list category:

a. Navigate to Administration > Data Management > Dropdown Lists.

b. Click +CATEGORY. Create category dialog appears.

c. Enter the Category Name and Description. Click ADD.

To create items in a category:

a. Click the Category Name and click +ITEM.

b. Enter the following in the Add new item dialog:

  • Name: Maximum 50 Characters are allowed.
  • Short Name: Maximum 20 Characters are allowed.
  • Active: Checkbox
  • Item color: Select a color
  • Description: [Optional] Maximum 255 Characters are allowed.

c. Click ADD. Select Add another to add an item and open a new dialog to add another item.

d. The items can be arranged in an order. You can Sort alphabetically or Rearrange the items with the SORT and REORDER buttons.

Note: When data is loaded into the custom field with datatype drop-down list through any of the ingest channels, it is restricted to load data into the items defined in the custom category.

2. Four new standard fields provided for Scorecards 2.0: Four new standard fields are added in the Company and Relationship standard objects which will be used for Scorecards 2.0 functionality. With this enhancement, Admins can now create scorecards specific to an Account/Relationship type from the MDA standard objects Company/Relationship. The new standard fields are:

  • Scorecard Id
  • Current Score
  • Previous Score
  • Trend

a. Navigate to Administration > Data Management.

b. Select either Relationship or Company object. Following image shows four new standard fields.

3. Fields are populated with default values even if the field is not mapped in the data ingest job: Default value of a field is populated even when the field is not mapped while ingesting data for insert operation only. Navigate to Administration > Data Management. When Admins create a field in an object with a default value and data is loaded into it, if the field mapping is not performed between the source and target objects, the field is populated with the default value in the object. To see this enhancement in the UI:

a. Navigate to Administration > Data Management.

b. While creating an object using a CSV file, following image shows the default values assigned to the fields in an object. For more information on how to create an object automatically using a CSV file, see Gainsight Data Management.

c. While mapping fields, following image shows the fields mapped during data loading from CSV file. Name and SFDCID fields are mapped here for data loading. For more information on how to load data into MDA object, refer to Gainsight Data Management.

After data loading, following image shows Name and SFDCID fields are ingested with records from CSV file and remaining fields are populated with default values assigned earlier.

Note: This enhancement is applicable for data import through ingest channels like Gainsight Connect, Bulk API, and S3 Connector.

Limitation: The default value will not be populated in upsert and update operation for unmapped fields.

Gainsight Connect

1. UI enhancements in Gainsight Connect: UI enhancements are made to the Gainsight Connect feature for a better user experience. For more details on the enhancements, refer to Gainsight Connect.

Object Permissions

1. Salesforce Object Permissions are honored in Gainsight Customers tab, Account widget, and Opportunity widget. If the user does not have permissions on the CustomerInfo object, adding or deleting a customer to Gainsight will not be possible. 

To see the complete release notes, refer to the following articles:

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