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Gainsight Inc.

Release Notes Version 5.9 September 2017: Incremental Improvements

GainsightCommunity_Icon_20x20 (1).png : This symbol indicates that an enhancement originated as a customer suggestion on the Gainsight Community.

Activity Timeline

  1. Access Timeline in Account and Opportunity Widgets: You can access the Activity Timeline from Account and Opportunity widgets. You can log activities and notes, create follow-up tasks, and access drafts in the Account and Opportunity widgets. You can enable/disable Activity Timeline in Account and Opportunity Widgets at Administration > Activities.
  • In Account Widget:

  • In Opportunity Widget:

  1. Enable/Disable Activity Timeline: You can enable/disable Activity Timeline in Accounts or Relationship Types. You can enable/disable Timeline in areas like C360/R360, Cockpit, Account Widget, and Opportunity Widget. While enabling/disabling Timeline for all accounts at once, you can enable/disable Timeline only for a particular relationship type. By default, Activity Timeline is enabled in all modules of Gainsight.

To enable/disable Activity Timeline:  

  1. Navigate to Administration > Activities.
  2. Select Account or Relationship.
    1. Account: Select Account to toggle Activity Timeline in C360, Cockpit, Account Widget, and Opportunity Widget. For example, if you select Account and disable the Timeline in Cockpit, the Activity Timeline will not be available for all of the Account level CTAs. However, if Timeline is enabled for Relationships, it can be seen in Cockpit for CTAs created on relationships. 
      In the Enable Timeline in section, select the areas in which you would like the Timeline to be enabled.

  1. Relationship: Select Relationship to toggle Activity Timeline for a specific Relationship Type.
    • Select a Relationship Type.
    • In the Enable Timeline in section, select the areas in which you would like the timeline to be enabled.

  1. Attach files in Activity Timeline: Files such as photos, spreadsheets, presentation decks, and PDFs can now be attached to an activity. Multiple attachments can be added at a time. Files with these extensions are supported in Activity Timeline - jpg, jpeg, gif, png, bmp, pdf, doc, docx, txt, ppt, pptx, xls and xlsx. 

    1. To start attaching any file:

      1. Click on the attachment icon.

 

  1. Select the file(s) that you want to attach.    
    Note: Maximum attachments per activity is five and maximum file size per attachment is 5 MB. You can preview the attachment soon after uploading.

The paper clip icon shows that the specific activity has file(s) attached with it.

When you expand the activity, you can see the attachment. You can download the attachment from the composer.

To delete an attachment, click the delete icon. There is no undo option available after deleting the attachment.

Note: Users who can edit the activity, only they can add/delete attachments. Activity/Timeline can be searched by attachment name and attachment-content.

Cockpit/Playbooks

  1. Configure associated contacts for Account and Relationship CTAs: Navigate to Administration > Calls to Action > General settings > ACCOUNT/RELATIONSHIP. Admins can now configure lookup fields using search and filter criteria for associated contacts at both account and relationship levels. This helps to fetch the search results more efficiently by narrowing down the number of results in the fetch query. All of the associated contacts configured here can be selected in the Account and Relationship CTA Detail View.
    To configure search and filter criteria:
    1. Click the gear icon. The Associate Contacts Search Configuration dialog box is displayed.

Gear_ICON.png

  1. Enter the required information as displayed in the following image:

  1. Search Fields: By default, Contact name and Email are added to this section. Admin can add:
  • Contact object fields
  • At least one field mandatorily
  • A maximum of four fields
  1. Filters:
    1. Contact Object: Available only in Relationship level. Admin can select from the contact object or relationship contact object.
    2. Account fields: All the accounts fields in the Contact object or Relationship Contact object (at relationship level) are available here.
    3. Admin can use +FIELDS to add fields to filter criteria.
    4. Admin can modify the expression as required.
  2. Click SAVE to save the configuration or click CANCEL.
    To view the configuration results:

    1. Navigate to Cockpit.
    2. Select the required CTA to view CTA detail view.
    3. Click the edit icon. The Associate Contacts dialog-box is displayed.

  1. Click +ADD CONTACTS.
  2. Perform search as required. You can now view the results as configured (First Name and Email in this scenario).

  1. Create Linked Object records from relationship CTAs: Admins can now link CTA types to Salesforce objects for relationship types. This allows Admins to configure CTAs for relationships, collect the related information, and create/update records for the mapped configuration.
    To configure linked objects for relationship CTAs:
    1. Navigate to Administration > Workflow > Call to Action > RELATIONSHIP.
    2. Scroll down to the Linked Objects section.
    3. Select the CTA Type in Detail view layout configuration section.
      Note: By default, you can view the fields in the Relationship Mapping Attributes group for the selected CTA type, based on the relationship type definition. For more information on configuring CTA linked objects, refer to Configure CTA Linked Objects.

Notes:

  • The fields in Relationship Mapping Attributes are mandatory and not editable.
  • If a field already exists in the Relationship type definition and CTA type layout, the relationship type definition takes precedence. This field is visible in the Mapping group in CTA detail view and not in the Linked object group.
  1. Click SAVE to save the configuration.

Cockpit - CTA detail view:

  • The relationship linked object fields are displayed in Default Group and relationship mapping fields are displayed in Relationship Mapping Attributes.

Mapped.png

  • If only one field is mapped, this field is not editable. If multiple fields are mapped, you can select from the available mapped values.

  1. Customize ‘From’ addresses in Email Assist: Navigate to Administration > Calls to Action > ACCOUNT/RELATIONSHIP > General Settings. Admins can now customize the ‘From’ email address in Email tasks. A toggle, Choose ‘From’ email address in email assist, is added in the General Settings section at both the Account and Relationship levels. Refer to the following image:


    
    This enables you to select the ‘From’ address in the Email template from the following options:

  • Logged-in User: By default, this option is selected. Admin cannot de-select this option.
  • Email Assist Domain Configuration: If this option is selected, the domain(s) configured in Email Configuration is displayed in the consumption area.
    To configure any domain:
  1. Navigate to Administration > Email Configuration > COMPLIANCE.

  1. Click ADD DOMAIN to add a new domain. For example, GainsightSupport.com. Admins can add multiple domains.
  2. Click SAVE to save the configuration.

Refer to the following image to view the domain name as configured in Email task :

  1. Send Survey through Email task: Navigate to Cockpit > Playbooks > +Task. In Email tasks, Admins can now add a survey Email template. All 2.0 CoPilot Email templates with a survey link are available in Email tasks. The survey response is displayed in the respective task detail view.
    Perform the following to configure a Survey Email Template:

    1. In the Email Template drop-down list, select any survey template.
      Note: The Map Token icon is displayed soon after you select any email template.

  1. Click the Map Tokens icon as shown in the following image. Add Mapping dialog box is displayed.

  1. Add required fields to ‘To’ and ‘From’ placeholders.

  1. Click Survey (Button or Link is displayed based on the survey template). Edit Survey Button dialog box is displayed.
  2. Customize survey details in this dialog box as required.

Edit Survey.png

  1. Edit the following:
  • Button Text: Enter an appropriate label for the Survey button.
  • Survey: Select the required survey.
  • Language: Select the language from the available options.
  1. Click UPDATE to update the details of the Survey button or click CANCEL.
  1. Click MAP to map the tokens or click CANCEL.

Notes:

  • For surveys with associated objects, the link is not established and the associated object mapping is not allowed from playbook.
  • Inline survey templates (introduced in the current release) are not supported in Email assist.
  1. GainsightCommunity_Icon_20x20 (1).pngSend Report through Email task: Navigate to Cockpit > Playbooks > +Task. In Email tasks, Admins can now add Email templates containing reports. All 2.0 CoPilot Email templates containing reports are available in Email tasks.
    Perform the following to configure a Report Email Template:

    1. In the Email Template drop-down list, select any report template.
    2. Click the Map Tokens icon. Add Mapping dialog box is displayed.
    3. Import a report from the available options in the Report placeholder. The respective report is displayed.
      Note: Tabular reports are not supported.

  1. You can also map Filters. Click the Filter icon to add filters:
  • Account and contact lookups for Account playbooks
  • Account, relationship, contact lookups for relationship playbooks.

Note: Gear and Visualization icons function the same as in Copilot Email templates. For more information, refer to Review Copilot Analytics.

  1. Click MAP to map the tokens or click CANCEL.

    Notes:

  • For both account and relationship email tasks, only the reports with objects that have account lookup field can be added.
  • Whenever you preview a report, the current data is displayed.
  1. GainsightCommunity_Icon_20x20 (1).pngSearch configuration for Linked Objects: Navigate to Administration > Call To Action > ACCOUNT/RELATIONSHIP. Admins can now configure search and filter criteria for linked objects at both Account and Relationship levels.
    To configure search and filter criteria for a linked object:
    1. Click the gear icon for any linked object. The ‘Selected Linked Object’ Search Configuration dialog box is displayed.

  1. Enter the required information as displayed in the following image:

  • Search Fields: Click +ADD to add fields.
    Note: A minimum of one field must be added. The maximum limit is four fields.
  • Filters:
    1. Account fields: By default, Account ID is selected. Admins can edit this field.
    2. Click +FIELDS to add fields to filter criteria. By default, the Account ID = CTA Account ID filter is mapped. Admins can edit this mapping.
    3. Admin can modify the expression as required.
  1. Click SAVE to save the configuration or click CANCEL.
  2. Navigate to Cockpit > CTA detail view to view the configuration results while performing search.

C360

  1. Search configuration in Success Plans for lookup fields: Navigate to Administration > Success Plans. Admins can now configure search and filter criteria for lookup fields in Success Plans.
    To configure a lookup field:
    1. Create a lookup field.
      1. Click the Edit icon in any of the Success Plan type sections. Success Plan Info Field Configuration is displayed.
      2. Click +FIELD to create a new field. Create New Field dialog box is displayed.

  1. Select the field type as Lookup.
  2. Select a lookup object from the available options.
  3. Enter a value in label and API Name as displayed in the following image:

  1. Click CREATE to add the new field or click CANCEL.
  1. Drag and drop this field into the Details section as displayed in the following image:

  1. Click the gear icon. A Configuration window is displayed for the relevant field.
  2. Click +ADD to add the Search Fields as required.
  3. Click +FILTER to add the FILTERS as required.

  1. Click SAVE to save the configuration or click CANCEL.

Refer to the following image to view the search result fields in C360 > Success Plans as configured:

Reporting

  1. Folders for managing dashboards in Dashboard Builder: Admins can now organize dashboards into folders on the Dashboard Builder page. By default, folders are sorted alphabetically at each level and existing dashboards are stored in the Uncategorized folder.  


    
    To organize dashboards into folders, perform the following steps:

  1. Navigate to Administration > Analytics > Dashboard Builder.
  2. Click the + icon on the left menu. The Add Folder pane is displayed.
  3. Select the folder structure where you want the new folder to be added.
    Note: All new folders will reside inside Home, which is the root folder.
  4. Enter a name in the Folder Name field.

  1. Click ADD. The required folder is added.
  2. To edit the name of a folder, click the edit icon after selecting the folder.
  3. To delete a folder, click the delete icon after selecting the folder.
    Note: If the folder contains a subfolder or dashboard inside it, the system displays a message specifying that the folder cannot be deleted.

You can perform the following actions once the folders are created:

  • Move a dashboard into a folder (drag and drop, or use the MOVE TO menu).
  • Drag and drop a folder into another folder.
    Note: You cannot drag and drop a folder into the Uncategorized folder.
  • Mark individual dashboards as Favorites at the user level.
  • Create a dashboard and add it to a specific folder.
    Note: All Dashboards displays the total number of dashboards available under different folders, and My Dashboards displays the dashboards that you have created.

Data Spaces

  1. Support of advanced logic filters in Data Space: Gainsight now supports the configuration of advanced logic filters on data spaces. For example, Admins can apply an advanced logic filter to a data space to view the accounts where the ASV value is greater than or equal to 12000 OR the MRR value is equal to 500.
    1. Create a dataspace with an advanced filter as specified in the following screenshot.

  1. Create a report on this data space with the Account, ASV, and MRR fields.  

The accounts where ASV  >= 12000, OR MRR = 500, are displayed in the report.

Timezone Standardization

  1. Gainsight has changed the timezone configuration process, and its behaviour for time dependent data.The handling of timezones for data that is ingested, stored and reported has been standardized. To configure timezones, perform the following steps:
    1. Navigate to Administration > Operations > Application Settings.
    2. Click the Timezone pane.

  1. Select the required timezones for Gainsight and SFDC objects.
  • Gainsight (MDA): You can select the preferred timezone for Gainsight or MDA objects.
  • SFDC: You can select UTC or User Timezone (configured in Salesforce) for SFDC objects. Select either one of them based on your requirement.
    Notes:
    • SFDC timezones will only be used in Reporting consumption areas.
    • Use UTC when consistency is required among various users in different  timezones. For example, if you share reports with users in different timezones, and the recipients want to view the report data in a consistent way, use UTC
  1. Click SAVE.
    Note: By default, Gainsight timezone is set to Pacific Daylight Time (America/Los_Angeles) GMT–07:00 and SFDC timezone is set to User timezone.

CAUTION: Do not change your timezone settings, after setting them up. It will result in serious data discrepancy issues.  

For more information on timezones, see the Timezone Standardization in Gainsight article.

CoPilot

  1. Survey Settings in Advanced Outreach: For Adv. Outreach models containing surveys, you will now select the survey in the new Survey Settings page. The Survey Settings can be accessed by clicking the gear icon in the upper-right corner of the Advanced Outreach Model screen.

Snip20170801_3.png

In the Survey Settings page, users can select the survey for their Advanced Outreach, indicate if their email template contains in-line survey questions, and select the question they would like to use as part of an in-line survey.

Snip20170801_5.png

  1. Email Chain Model: A new model is available in Advanced Outreach that supports sending a series of related email outreaches, such as messages related to the Onboarding Process. You can now use Advanced Outreaches to accomplish everything you could with the original Outreach feature, apart from the Time Scheduler.

Snip20170801_1.png

Users can configure up to nine emails in the chain, with either Wait Timer or Conditional Wait steps between them. This model is linear, and it is not possible to create branching steps within the Email Chain.

Snip20170801_2.png

The Wait Timer step can be configured to wait a set amount of Days, Hours, or minutes before sending the next message.

Snip20170804_13.png

The Conditional Wait looks for a set condition to be met before sending the next message. Users can configure a Time Limit for how much time will pass before the Participant is either moved to the next stage of the Email Chain, or is moved to Completed. The function of the Time Limit field changes depending on the condition set. This is explained in more detail below.

Snip20170804_14.png

The conditions include:

  • Has Email Opened - The recipient opens the email.
  • Has Email Not Opened - The recipient does not open the email.
  • Has Link Clicked - The recipient clicks a selected link within the outreach.
  • Has Link Not Clicked - The recipient does not click a selected link within the outreach.

If the conditions for Has Email Opened and Has Link Clicked have not been met before the configured Time Limit, then the Participant will be moved to Completed.

For the conditions Has Email Not Opened and Has Link Not Clicked, the amount of time configured as the Time Limit must pass before the Participant is considered to have met the set condition. If the Participant does not meet the condition because they have either opened the email, or clicked the set link, they will be moved to Completed.

The Link Clicked conditions search for links within the email based on a “Contains” search. Users do not need to enter the exact link, but can instead enter text contained within the link, such as the domain. Users can configure these conditions for multiple links within the email by entering multiple values separated by commas. This feature will not operate if Link Tracking is not enabled.

Snip20170804_15.png

Users can delete any step they’ve added by hovering over the step’s icon and clicking the trashcan icon. It is not possible to delete a step without first deleting any steps that come after it in the chain.

Email templates containing surveys or reports can not be used with the new Email Chain model.

  1. Participant State for Uniqueness Criteria: When selecting Uniqueness Criteria for Advanced Outreaches, Admins can now decide if contacts with the same Uniqueness Criteria can only be added to the Participant Lifecycle once in the lifetime of an Advanced Outreach, or if they should be added again after reaching a selected Participant State. This feature can be configured so that participants can be re-added after reaching any combination of Participant States. For example, if you would like contacts to be re-added after they leave the Participant Lifecycle because they were “Knocked Off” or encountered a “System Error”, you can select those options. This option can be configured after the Advanced Outreach is published.
    Navigate to Participants Configuration > Criteria within an Advanced Outreach to locate this option.

Snip20170803_9.png

Surveys

  1. GainsightCommunity_Icon_20x20 (1).pngIn-line Surveys: display the NPS or a single select survey question directly in an email. After recipients click on an answer within the email, they will be redirected to the survey response page and the given answer will be saved automatically. They can then click the submit button to submit the response. Only questions on the first page of a survey are available to select as an in-line survey question.

Admins must add a question placeholder to Email Templates that are used as part of an Inline Survey. Within the Email Template, select Question under the Survey drop-down.

For multi-question surveys, respondents will be directed to the rest of the survey after they answer the initial inline question. We recommend selecting the most crucial single-answer question as the inline question. This allows you to capture the user’s response to your most important question, even if they do not complete the rest of the survey.

This feature is only supported as part of an Advanced Outreach and in Email Templates 2.0. Navigate to the Survey Settings of the Model of the Advanced Outreach to select the Inline Survey option. For more information, refer to In-Line Survey Overview.

  1. Text Analytics for all Text Questions: Text Analytics is now supported for all survey text-based questions and any questions that have comments enabled. Instructions for enabling this option are contained in the article How to Enable NPS Text Analytics; however, the section under Administration > Surveys now says Survey Text Analytics.

Snip20170804_10.png

The Text Analytics section of a Survey now has a question drop-down field. Select a question and the analytics data will be displayed.

Snip20170804_11.png

The Word Cloud will now display as a section beneath Opinion and List View, rather than as a separate tab.

Snip20170804_12.png

The analytics data for all questions processed by this feature will be contained within the object GSSurveyTextAnalytics. This object has the same fields and structure as the original analytics object, GSNPSTextAnalytics. The GSNPSTextAnalytics will still be used to capture NPS Text Analytics data to prevent disruption to existing reports.

  1. Survey Link Expiry: Admins can enable or disable a Survey link expiration in the Properties section of a survey. Admins can also configure the number of days for which the survey link is valid after the survey is sent.

Snip20170801_6.png

  1. Show Save Button: Enabled through the Properties section of a survey, the Save button in a survey enables participants to initiate a partial save. The normal partial save process will still run every seven seconds in the background.

Snip20170801_7.png

  1. Survey Link Shortening: The length of survey URLs has been shortened to 32 characters, making it easier for recipients to consistently open surveys they receive. This enhancement will only work as designed if the survey site is secure (https) and Gainsight Email Service has been enabled. For more information on setting up secure survey sites, refer to Setup Salesforce Survey Domain & Test Survey Setup. For more information on enabled Gainsight Email Service, refer to Gainsight Email Activation.
  2. Survey Site URL must be secured to successfully trigger Outreaches/Advanced Outreaches: When you try to trigger Outreaches/Advanced Outreaches containing Survey with non-secure site URL, the following message appears:

outreach-trigger-error.png

Note: If you try to open Survey that contains non-secure url, The Survey will not be loaded.

This is to ensure that organization’s confidential data remains safe, secure, and prevents misuse. Ensure that you enable Require Secure Connections (HTTPS). Perform the following steps to secure the site URL in order to trigger Outreaches/Advanced Outreaches and open Survey without any challenge:

  1. In Gainsight Application, click Setup.

  1. In the search field, type sites.

  1. Click Sites.

  1. Click Edit under the Action column for Survey.

site-url-edit.png
 

  1. Select the Require Secure Connections (HTTPS) check box to enable.

site-url-secure.png

Rules Engine

  1. Rule results can be stored in the Gainsight file repository instead of Email attachments: Previously, while mailing both custom and bionic rule results to customers, an excel sheet with the results was attached to the mail. Now, a toggle to disable the mail attachment is added in the Application settings page. Refer to the following image:

If this toggle is:

  • Enabled - The rule results are stored in the Gainsight repository automatically and a button to download these results is provided in the Administration > Rules Engine > RULE LIST > Rule Details > EXECUTION HISTORY tab. Refer to the following image:

  • Disabled - An attachment with the rule results is sent to the customer through Execution Results Email (Earlier behaviour). The button to download the results is disabled in the Rule Details - Execution History tab.

Refer to the following table for rule results settings:

Application settings page - Storage Email attachment Execution History - Download Button
Enabled Disabled Enabled
Disabled Enabled Disabled
  1. GainsightCommunity_Icon_20x20 (1).pngTimezone standardization: Navigate to Administration > Application Settings > Timezone. Admins can now configure Gainsight and SFDC timezones from this pane. The Gainsight timezone selected in this pane is honoured across Gainsight.
    Note: Reports created on SFDC objects honour SFDC Timezone settings.

Navigate to Administration > Rules Engine. Click the Settings (gear) icon in the top right corner and select Timezone to view the Timezone dialog box. The timezone selected in the Application Settings page is honored and is read-only from now.

Note: Once the Timezone is set by the Admin, Timezone cannot be edited and it is available as a read-only field in the respective consumption areas.

CAUTION: Do not change your timezone settings, after setting them up. It will result in serious data discrepancy issues.

For more information, refer to Timezone Standardization in Gainsight.

  1. GainsightCommunity_Icon_20x20 (1).pngAdvanced scheduler for Bionic Rules: The new Advanced scheduler in Rules Engine enables you to run Bionic Rules more frequently. Rule run can be as frequent as once in two hours, allowing multiple rule runs in a day (maximum 12). As a part of this enhancement, Schedule type drop-down with Advanced and Basic options is added in the Administration > +RULE > Schedule screen.

    Schedule_type.png

The following screen is displayed when you select Advanced as Schedule type:

Advanced_Cron.png

Advanced scheduler uses cron expression to schedule a rule run. For more information about Cron Expressions, refer to Cron Expressions in Advanced Scheduler.
Notes:

  • Rules cannot run more than once in two hours.
  • Historical period runs are not supported with Advanced scheduler.
  1. Full outer join support in Bionic Rules: Navigate to Administration > Rule Engine > +RULE > Setup Rule > +TASK > Merge. In Bionic Rules, you can now perform ‘full outer join’ to merge any two pre-defined data sets (in tasks). This enables you to fetch all the records from both data sets. As a part of this enhancement, a new join type - Retain all records from both datasets, is added to the Criteria section in Merge task. Refer to the following image:

For example, consider the following two objects:

Account_Example

Account_ID Page_Views
1 100
2 250
3 130
4 50

Account_Type

Account_Type_ID Account_ID Type_Name
Type_1 1 Admin
Type_2 9 IT
Type_3 12 Support

The following is the result of performing ‘Full Outer Join’ on these objects:

Account_ID Type_Name Page_Views
1 Admin 100
2 null 250
3 null 130
4 null 50
9 IT null
12 Support null
  1. MDA joins support in Bionic Rules: MDA joins are now supported in Bionic Rules for both Account and Relationship. Navigate to Administration > Rules Engine > +Rule > Setup Rule. MDA joins enable you to use lookup objects related to MDA Data objects to setup a Bionic Rule. You can use lookup objects up to the third sub-level.

  1. New action types available in Bionic Rules: Navigate to Administration > +RULE > Setup Action > Action Type. The following new action types are now available in Bionic Rules:
  • Load to Milestone (Both for Account and Relationships)
  • Load to User (Only for Account)
  • Load to Person (Only for Account)
  • Set Score 2.0 (Both for Account and Relationships)

For more information about different types of Actions in Rules Engine, refer to Setup Rule Action Types.

  1. Create Success Plans using Bionic Rules for relationships: You can now configure Bionic rules to create Success Plans. Navigate to Administration > Rules Engine > +Rule > Setup Action. The Success Plans action type is available in Bionic Rules for both accounts and relationships.

The associated field values that can be configured in this screen are similar to Custom rules - Success Plan action type. For more information about how to create Success Plans for Accounts using Rules Engine (Custom Rule Type), refer to the Creating Success Plans Using Rules Engine article.

  1. GainsightCommunity_Icon_20x20 (1).pngBionic Rules available in Rule Chain: Rule chain now supports Bionic Rules. This enables scheduling Bionic rule chain runs similar to Custom rule chain runs. Navigate to Administration > Rules Engine > Rule Chain > +RULE CHAIN. When you select rules while creating a new rule chain, you can now view both Bionic and Custom rules in drop-down. Refer to the following image:

Rule_Chain.png

  1. Support for all data sources in Bionic Rules: You can now use objects from all data sources (SFDC, All MDA sources) for creating a Bionic Rule in Rules Engine.
  2. Support for ‘Rich Text Area’ data type: A new data type ‘Rich Text Area’ is now supported in Rules Engine. The data type is defined as ‘Text Area’ in the source and this supports Rich Text Area type formatting. Navigate to Administration > Rules Engine > +RULE > Setup Rule. The fields with ‘Text Area’ data types can now be used to set up rules. Refer to ‘Comments’ in the following image:

These fields can further be used to set up an action.

Note: ‘Rich Text Area’ field is not supported in:

  • Setup Rule screen - Filters section
  • Setup Action screen - Criteria section
  • Setup Rule > +TASK > Transformation task - GroupBy section
  • Setup Rule > +TASK > Dataset task - Filters section
  1. GainsightCommunity_Icon_20x20 (1).png'Replace Comments' option added in the Load to Feature action: A new option Replace Comments is added to the Comments field for Load to Feature action type. Select this option to replace the comments (both entered manually and added by tokens selected). If this option is not selected, comments are concatenated (earlier behavior).

 

  1. Custom Rules deprecation: The Custom rule type will be removed in the next 6 - 12 months. Gainsight recommends that you use Bionic Rules to leverage more of the Rules Engine capabilities. A Bionic Rules training course is in development to help support customers in this transition. Additionally, we are planning a migration utility to help convert custom rules to bionic rules. To learn more about Bionic Rules, refer to Configure Bionic Rules path.

Scorecards 2.0

  1. Account Scorecard utility to migrate Scorecard: A migration utility is available to migrate metadata from Account Scorecards 1.0 to Scorecards 2.0. The migration utility will migrate the account scorecard tables including usage data measures to scorecard 2.0 tables. After migration you can use Scorecards 2.0 and use the data you’ve created in Scorecards 1.0 to create reports and also view past data or current data. 
    For a successful migration, an Account must have the following parameters:
  • Scorecard name
  • Customer (tenant) ID
  • Entity Type (Account)
  • Email ID

Contact support@gainsight.com to start the migration process. Gainsight technical resources will perform the migration, as there is no UI available to perform the migration at this time.
For more information on the migration utility, see Scorecards 2.0 FAQs.

  1. Scorecard 2.0 Scheme Configuration: In Scorecard scheme configuration, the ranges for Color and Grade have been extended to 12 to improve accuracy in grading. Now you can set 0 or 100 accurately while setting a score for a measure.

  1. Query Optimization/Batching for Set Score: Query optimization/batching for Set Score in Mass edit reports and Rules prevents timeout errors and reduces the time taken for query execution.

Data Management

  1. Gainsight User: Existing MDA standard object “User” is enhanced for the following functionalities in Gainsight:
    1. To share the C360 / R360 layouts with internal users through ‘Share 360’ feature. The internal users are identified by a user record in the GS User object.
    2. To enable Slack feature for an internal user who has a user record in the GS User object.

Three new standard fields, Gainsight License Enabled, Is Active User, and System Type are introduced to support the above mentioned features. You can sync user information from SFDC to MDA User object through GS Connect.

Navigate to Administration > User Management > Users List. You can enter user information into GS User either manually or with a CSV file. For more information, refer Gainsight User.

  1. Gainsight Person: Gainsight Person is an MDA standard object that has unique records to represent people in the real world. Person records in this object associate people in the analytics data from various integrations with Gainsight and with their actions in Gainsight. Person object contains records of people who are identified uniquely in the data from various sources, including usage data from the Segment/Google Analytics integration, support cases data from the Zendesk integration, etc.
    Gainsight Provides two MDA standard objects in the Person model in Administration > Data Management as shown below:
    1. Person: contains unique records to identify people in Gainsight and in the data from various sources.
    2. Company Person: contains records of the people and their association with different companies. For example, a person associated with two companies will have two records in the Company Person object with two different Company IDs. The same person has a single record in the Person object to identify uniquely.

You can load data into these objects through Rules Engine. For more information, refer to New action types available in Bionic Rules in Rules Engine section in this article.

Connectors

  1. Select Timezone for Input Data source while ingesting data into MDA: The following connectors allow Admins to select a timezone for the data source for Date and DateTime fields while configuring a data ingestion job:
  • S3 Connector
  • GS Bulk API
  • Data ingestion to a new MDA object through a CSV file
  • Data ingestion through cURL Command

A Clock icon is provided in all these connectors to select a timezone while mapping the Date and DateTime fields between the CSV file and the MDA object.

If you select a timezone, Date and DateTime values are assigned with that timezone. These values are then converted into UTC from the selected timezone and are stored in the MDA object. If you do not select a timezone, the Date and DateTime values are considered to be in the Gainsight Timezone. The Date and DateTime values are then converted into UTC from the Gainsight Timezone and are stored in the MDA object. For more information on Timezone standardization, refer Timezone Standardization at Gainsight.

To select a Timezone of the input data source in S3 Connector:

  • Navigate to Administration > Connectors > S3 Connector > Field mapping section of any data ingestion job.
  • While mapping Date and DateTime fields between the Source CSV field and the Target MDA object, Click the Clock icon. Select a Timezone dialog box appears.

  1. Select a Timezone from the dropdown list as shown below:

To see this option in the other connectors, refer to Gainsight Bulk API and Gainsight Data Management. For detailed information on Timezone Standardization in Gainsight, refer to Timezone Standardization in Gainsight.

While ingesting data through Data Load Configuration, you need to add the timezone attribute in the cURL command. If you do not add the timezone attribute, records are considered to be in Gainsight Timezone for storing in the MDA object. For more information, refer to Gainsight's Load API for Matrix Data Store.

  1. Recommendations to use Connectors 2.0 and Data Aggregations with Bionic Rules: It is strongly recommended to use:
    1. Connectors 2.0 for:
      • Mixpanel and Segment.io instead of old connectors
    2. Data Aggregations with Bionic Rules instead of Data Load Configuration in the Connectors. For more information, refer Tutorial - Aggregate Usage Data with Bionic Rules.

Segment 2.0    

  1. Segment is introduced in Connectors 2.0 framework with all new enhanced capabilities to track usage data of the customers. You can now access Segment 2.0 in Administration > Connectors 2.0 > Connectors > Segment.io.

Following are the advantages of Segment 2.0 over Segment 1.0:

  • Segment 2.0 is robust, scalable, and has an improved UI.
  • You can configure as many segment data jobs as required with one job per connection.
  • Connectors 2.0 framework supports multiple connections, Segment, Mixpanel, or Google Analytics to ingest usage data into Gainsight separately.
  • It supports Transformation on the Events, People, and Group data.
  • You can now review the data to be ingested in Segment 2.0 integration page.
  • You can now check the audit logs and execution logs for each Segment data job.

However, the section for Schedule Aggregations is not available in Segment 2.0 and data aggregations must be scheduled through Bionic Rules. For more information on enabling the Segment 2.0 integration, refer Segment: Enabling the Integration and FAQs: Segment Integration with Gainsight.

Related Articles

The Release Notes are organized into the following articles:

5.9 Summary

5.9 Automatic Updates

5.9 New Features

5.9 Permissions, Components, and Issues

Note: If you have feedback or questions on these new features or the documentation, please share them on community.gainsight.com.
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