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Release Notes Version 5.22 January 2019

Enhancements

Rules Engine

Rules Engine is the control room for business automation. The Rules Engine is where Admins can build business rules to trigger CTAs, update scorecard measures, send emails and pull data from any object into a Gainsight object. Rules analyze data from SFDC or Gainsight sources or from the Matrix Data Platform. The Rules Engine only functions with source objects that are related, either through Master-Detail or Lookup, to the Salesforce Account object. Rules can only reference one object at a time, plus the Account and/or CustomerInfo object.

  1. Auto Trigger Rules with an S3 Dataset: S3 Dataset Task in Rules Engine allows you to create a dataset from a csv file in the S3 bucket. Previously, when there were new uploads in the Gainsight managed S3 bucket, you had to manually execute the S3 rule, to fetch the updated content from the S3 file.

    However, with this enhancement, a new Event Schedule type called S3 File is introduced to automate updation of S3 dataset. You must now create an S3 dataset task and set the configuration. When you upload a new CSV file which has the same configuration as defined in S3 dataset, the S3 dataset rule is triggered automatically. S3 dataset rule is auto triggered every time a new CSV file (with same configuration as defined in S3 dataset) is uploaded to the S3 bucket.
     
    Note: To trigger a Rule with non-Gainsight events, select the Event framework option.

    When you select the S3 File Schedule type, the rule is auto triggered whenever a new CSV file is uploaded to the S3 bucket.

1. S3 file.png

When you upload a CSV file to the S3 bucket, you must ensure that the old and new CSV files have the same name, if you are using the EQUALS option in the File Path field. However, if you are using the STARTSWITH option in the File Path field, the rule is triggered for any CSV file uploaded which matches the start of the string. Gainsight performs a case sensitive match when comparing the old and the new file names in S3 bucket.

Consider an instance in which you create an S3 Dataset by selecting the STARTSWITH option in the File Path field and you have used “Accounts” as the name. If you have a file in S3 bucket as Accounts.csv, this file can trigger the rule since it meets the STARTSWITH criteria. Now, if you add two new files to your S3 bucket called Accounts1.csv and Accounts2.csv, each file can trigger the rule (The rule is executed twice; for each instance of adding the files, Accounts1.csv and Accounts2.csv). In this case, the rule is triggered based on an event. Event here corresponds to uploading a new file, which meets the STARTSWITH option criteria.

Note: The Column headers for Accounts1.csv and Accounts2.csv must match with the existing S3 Dataset task configuration.

2. Column Header.png

A time based schedule (either Basic or Advanced) in contrast to the event based schedule, triggers the rule only once; at the scheduled time. The content from both the files is merged during this single execution, which is performed at the scheduled time.

Business Use Case

You record all your business activities like Sales data, profits, number of customers, etc., in a single CSV file. This is very dynamic data and can be updated frequently. Previously, whenever you changed the contents of this CSV file, you were required to run the rule manually to update the configured S3 dataset. However, with this enhancement, when the CSV file is updated in the Gainsight managed S3 bucket, the rule is triggered automatically based on the S3 file Event schedule and the configured S3 dataset is updated automatically.

To create an S3 File event schedule:

  1. Create a Rule with an S3 Dataset task. For more information on how to create S3 dataset tasks, see the S3 Dataset Task in Bionic Rules article.
  2. Navigate to the Schedule page.
  3. Select Event from the Schedule type drop-down menu.
  4. Select the S3 File option.
  5. Select your S3 dataset task from the Task drop-down menu.
  6. Click SAVE.

Limitations:

  • The S3 Dataset rule can not be part of a rule chain.
  • The File Name setting in the S3 Dataset Task cannot use the "Pattern" wildcard.
  • If a rule has multiple S3 datasets, you can auto trigger the rule only for any one of the S3 datasets. This Dataset must be selected from the Task drop-down menu.
  • Your CSV file must be located in the Gainsight Managed S3 bucket. Rule is not auto triggered if file is configured from any custom bucket.
  1. 6. Gicon.png Save a rule with multiple Datasets, without using a Merge task: Previously, when you created multiple tasks (Transformation task or Pivot task ) on a single dataset, it was mandatory to create a merge task. With this enhancement, you can save a rule with multiple datasets without using a Merge task. However, you must ensure that all of your datasets are interconnected, thus resembling a tree structure. If you have created two or more independent datasets, you will still require a Merge task.

    What is changed with this enhancement:

    In the following diagram, a single dataset is created (Dataset A). A transformation task and a Pivot task were created from this Dataset. Previously, it was mandatory to create a Merge task which would combine the Transformation and Pivot tasks. With this enhancement, Merge task is not required since output datasets are interconnected, reminiscent to a tree structure. You can also create multiple transformation and pivot tasks on Dataset A, without requiring a Merge task.


3. Dataset.png

What is not changed with this enhancement:

In the following diagram, two datasets A and B are created. These two datasets are independent and not connected in any way. Thus, a Merge task is required in this case.

4. Merger tasks.png

If you create a Transformation task or Pivot task on any of the above datasets, you will still require a Merge task.

5. Pivot Task.png

In the above case, you must create a Merge task to combine the transformation task from Dataset A and Pivot task from Dataset B.

Business Use Case  

You create a dataset which contain all important CTA data like Created Date, Due Date, Priority, and so on. You create a transformation task on this dataset and use the Date Diff formula function to calculate the number of days left for a CTA to reach its due date (Today’s date - Due date). You also create a Pivot task on the Priority field and classify all CTAs based on their Priority levels (High, Medium, and Low). Previously, it was mandatory for you to Merge the transformation and pivot tasks even though there was no logical significance. With this enhancement, you can save the rule without creating a merge task.

To use this enhancement:

  1. Create a Dataset. For more information on how to create Dataset, see the Bionic Rule Task Creation article.
  2. Create a Pivot task on the Dataset. For more information on how to create Pivot tasks, see the Pivot tasks in Bionic Rules article.
  3. Create a transformation task on the same Dataset. For more information on how to create Transformation tasks, see the Transformation tasks in Bionic Rules article.
  4. (Optional) Create multiple transformation tasks and Pivot tasks on the same dataset.

You can execute rule actions on the output datasets created from the above tasks without creating a merge task on the output datasets.

  1. 6. Gicon.png Rule Execution Results up to 30 days: Gainsight has increased the time period from 7 days to 30 days for downloading the rule results from the EXECUTION HISTORY tab. The 30 day time period to download rule results, start from the rule execution day. With this enhancement, if an Admin missed to download the rule results within a week’s period, they now have the extended time period of 30 days to download the results.

    To use this enhancement:
    1. Navigate to Administration > Rules Engine > RULES LIST.
    2. Click any Rule Name in the list. (select a rule which was executed more than 7 days ago but less than 30 days ago)
    3. Click the EXECUTION HISTORY tab.
    4. Click the download results icon. The Rule results are downloaded to your system.

6. Download rule results.gif

  1. Task Name and Output Dataset Name are Auto-Populated: The Task Name and Output Dataset Name are auto populated based on the source Object name in the Setup Rule page while creating a dataset. The Dataset name is auto populated in the format “Fetch from <Object Name>”. For example, if you use the "Call to Action" Object in the Setup Rule page, the Task Name and Output Dataset Name will be “Fetch from Call to Action”. The names are auto populated only for a normal Dataset or an S3 Dataset. Names are not auto populated for Transformation task, Pivot Task, or Merge task.

    To use this enhancement:
    1. Create a new Rule. For more information on how to create Rule, refer the Bionic Rule task Creation article.
    2. Click DATASET.
    3. Select a required Source object.
    4. Drag and drop the required fields to Show and Filters sections and apply the required configurations.  
    5. Click SAVE.

7. Rule task creation.gif

  1. Preview Rule Summary from Rule Chain: Previously, if you were viewing a series of Rules in a Rule chain and you wanted to view the Rule Summary for a particular rule you had to navigate to the Rules List page, search the required rule and then preview it.

    With this enhancement, you can now Preview a rule even from the Rule Chain page.

    To use this enhancement:
    1. Navigate to Administration > Operations > Rules Engine.
    2. Click the RULE CHAIN tab.
    3. Click VIEW for the required rule chain. List of rules in the rule chain are displayed.
    4. Select the required rule to preview rule.

8. Preview Rule.gif

Apart from this, the Rule chains to which a Rule belongs to are now hyperlinked in the respective Rule Info tab. You can click the Rule Chain hyperlink to view the respective Rule Chain.

To use this enhancement:

  1. Navigate to Administration > Operations > Rules Engine.
  2. Click the rule name hyperlink (select a rule which is part of a rule chain).
  3. Click the rule chain name hyperlink in the Rule Info tab, to view the specific rule chain.

9. Rule chain.gif

  1. View Filters from Rule Preview chain page: With this enhancement, you can now view the filters and associated Advanced Logic applied in the Rule setup page, Transformation task, and Pivot task, under the Tasks section, located on the RULE SETUP page.

    To use this enhancement:
    1. Click the Rule Name hyperlink (Select a rule which has filters).
    2. Click the RULE SETUP tab.
    3. Expand the required dataset and tasks, in the Tasks section. You can now view the various filters and associated Advanced Logic used applied on the filters.

10. Advanced Logic.gif

Journey Orchestrator

Journey Orchestrator enables customer success teams to launch automated emails based on customer attributes such as health score, product usage, survey results and lifecycle stage. Through automation, you can scale customer touches and engage with a growing list of customers often and effectively.

  1. Add Associated Contacts to Program CTAs: The Associated Contact field has now been added to Program CTAs. Admins can select the Participant’s SFDC Contact ID to populate this field. This will associate the CTA with the participant when it is created. We recommend adding this association for reporting purposes. To view this field within a Program CTA, navigate to Journey Orchestrator > Programs > click to open an existing program or create a new one > click to edit an existing Create CTA step or add a new one.

program.png

For more information on adding Program CTAs, refer to Configure Model and Emails for Programs.

  1. View all schedule types across Programs in a holistic view: You can now view publishing schedules for Programs alongside outreach schedules and refresh schedules for Program sources in a single calendar view. This calendar view gives admins more visibility into their programs and associated program source schedules, so they can more easily address conflicts. To access the calendar view, navigate to Journey Orchestrator > Programs > click the calendar icon. For more information on the program list view, refer Program List View and Create New Program.

13. Program lists.png

  1. Email template list view and search has been redesigned for clarity: The email template list view displays each entry as a separate line item, similar to the program and Survey 2.0 list view, making it easier to view the full name of all email templates.

    The search option within the Email Template list view has also been enhanced. Previously, users could search by text for the email template name and apply filters based on criteria such as who created the template and the template type. Now, users can select a search method from a single drop-down field. Users can select to search by Name, Created By, Type, Version, and Entity Type. This simplifies the user search options.

14. User search option.png

The enhanced view includes categorizing each template by Type. The Type search method filters the list view based on these categorizations. The email template types include the following:

  • Standard Template: The default email template type. A template is considered standard unless it contains a survey link, button, or question.
  • Survey Template: The email template contains a survey link, button, or question.
  • Report Template: The email template contains a report placeholder.
  • Layout Template: The email template contains a layout link or button.

The enhanced list view displays both the 1.0 and 2.0 versions of email templates. Each template in the list view displays its version number. You can filter for 1.0, 2.0, or all email templates with the Version search method.

15. Version search method.png

To view the enhanced email template list view, navigate to Journey Orchestrator > Email Templates. For more information on email templates, refer Create Journey Orchestrator Email Templates.

  1. Add custom email opt-out categories and pages: In addition to the two out-of-the-box opt-out categories in Gainsight (Customer Success Communications and Surveys), admins can now add new opt-out categories. Admins can now define more granular opt-out settings specific to the needs of their customers and organization to reduce mass unsubscription of emails from contacts. They can also add custom opt-out pages to better control how customers proceed through the opt-out experience. To add new opt-out categories and pages, navigate to Administration > Email Preferences. For more information on opting-out of messages, refer Email Opt-Out Configurations.

    Note: You should give any new opt-out pages you create unique names. Only custom opt-out pages with unique names are supported throughout Gainsight.

16. Emails with single click.png

  1. Recipients can unsubscribe from emails with a single click: Previously, to unsubscribe from Gainsight emails, recipients had to open their subscription preferences and select which category of communication they wanted to opt-out of. Now, Admins can configure Gainsight emails so recipients can unsubscribe with a single click. This enhancement gives admins more control over how recipients are unsubscribing from emails, and gives recipients an easier way to unsubscribe.

    Note: To configure this enhancement, admins need to have access to Administration > Email Preferences. For more information on opting-out of messages, refer Create Email Templates.

Scorecards

Scorecards are the ultimate barometers of your customers’ health. They transform qualitative and quantitative metrics into customer health scores that can help inform your decision-making. Scorecards 2.0 provides a single place in Gainsight to configure and manage both Account and Relationship scorecards. Multiple scorecards enable you to have different scorecard configurations in Gainsight which can be applied to different Accounts/Relationships automatically, based on criteria like customer stage or lifecycle, etc.

  1. New Scorecard UI for C360 page: With this release, Gainsight introduces a new Scorecards view on the C360 page known as the Summary view. The previous view is still available and will be known as the List view. You can toggle between the two views. State preservation is honored between the two views. The newly introduced Summary view appears as follows:

    To access the Scorecard Summary view:
    1. Navigate to the 360 view for a Company or Relationship.
    2. Click the Scorecard 2.0 section.
    3. Click the summary view icon.

17. Summary view.png

The Summary view components are explained below:

  • 1 - The switch to toggle between Summary view and List view.
  • 2 - Scorecard history for the Overall Score. The Summary view can display the history for up to 12 weeks. Each bar represents the Score for one of the past weeks.
  • 3 - The Overall Score and the score for a Measure or Measure Group is displayed in circle. You can also view the Score trend. The > symbol indicates that there is no change in trend, an upward arrow (^) indicates a positive trend and a downward arrow (⌄) indicates negative trend. In the above image, Primary Group has a negative trend, Bug measure has a positive trend, Overall Score has no change in its trend.
  • 4 - The Summary view groups Measures which are not part of any Measure group into an Ungrouped Measures group. There can be multiple Ungrouped Measures groups based on the location of Measures in the Scorecard Configuration page.
  • 5 - Measures grouped together are displayed under their respective group name. In the above image, Primary group is a measure group with three measures.  
  • 6 - Scorecard trend indicator for the Measure Group. The Summary View displays Scorecard history up to 12 weeks.

18. Scorecard Navigation.gif

On the Summary view you can also view the percentage contribution of each Measure to the Overall Score, and if Overall Rollup is enabled for a Scorecard. (In the above image, Overall Rollup was not enabled). A measure’s % contribution to the overall score is displayed in the top right corner of each Measure.

19. each measure.png

Apart from the ability to view a measure’s contribution to the overall Score, you can perform the following tasks which were included in List view:

  • View Scorecard History for Measures: The Scorecard History for measures is displayed on the measure detail view. To view the Measure detail view, click the required Measure. You can view the Scorecard history upto 12 weeks.
  • Insert Comments: You can insert comments only for Measures and Overall Score. Comments can be inserted and viewed from the detail view.

20. Save comments.gif

  • View Measure description and Stale Scores: You can view the Description for a Measure by hovering on the required measure. You can also view if a Measure's score is outdated. Outdated measure scores are called stale scores and are represented by an exclamation symbol. You must click this symbol to view stale score description.  

21. stale score.gif

  • View Exceptions for Overall Score: If the overall score is influenced by an exception, you can view a corresponding notification on the Overall Score. You can click this notification to see the details of the exception.

22. Exception.gif

  1. Ability to clear Scorecard comments through Rules: Previously, you could only modify the existing comments from Rules. However, with this enhancement you can now clear the existing comments via rules. A new Clear Existing Comments check box has been introduced in the Set Score 2.0 Action Type which allows you to clear the comments.

measure.png

When you select this check box, the existing comments for the respective Measure are deleted whenever the rule executes. When you clear this check box, a text box is displayed for entering your comments. The existing comments are replaced by your comments, when the rule executes.

24. Comments section.gif

Business use case

Consider a scenario in which the Score for a Measure is 80. The CSM enters some positive comments (say, required score achieved) for this Measure, on the 360 page. After a few days, the this Measure is not applicable and the rule sets is score as N/A. However, the C360 page still displays the old Comments (required score achieved). With this enhancement, you can now clear the comments.

To use this enhancement:

  1. Create a new Rule. For more information on how to create Rule, refer the Bionic Rule task Creation article.
  2. Click DATASET.
  3. Select a required Source object.
  4. Drag and drop the required fields to Show and Filters section.  
  5. Click SAVE.
  6. Click Setup Action.
  7. Click + ACTION.
  8. Configure the Set Score 2.0 Action Type.
  9. Select the Clear Existing Comments check box, to delete existing comments.
  10. Click SAVE.

Gainsight Data Management

Gainsight administrators can create and manage the Gainsight Objects in the Data Management page. As an analogy, a Gainsight Object and its field(s) can be thought of as a database table and its columns. In order to access the Data Management console, and be able to view and load data, a user must have access to the visualforce Page JBCXM.COM.

User Management

User Management allows an Admin to manage Gainsight users.

Mark new users “Active” by default while inserting records using CSV file: Previously, when you added users by uploading a CSV file, it was mandatory to set a value for the Status field (true or false) in the CSV file. With this release, setting a value for the Status field in the CSV file is optional. If you do not set a value for the Status field in the CSV file, the new user status is set to Active by default. However, if you set the Status field as false for a record in the CSV file, the default value is overridden and the Inactive status is set for that particular record. With this enhancement, you can now easily add bulk records without setting the IsActiveuser field (if you wish to make all users Active).

To use this enhancement:

  1. Navigate to Administration > Operations > User Management.
  2. Click + USER and select CSV.
  3. Ensure that the Status header is not added in your CSV file.
  4. Click BROWSE to upload your CSV file.
  5. Click SHOW MAPPING.
  6. Perform the mappings as required. Refer the Ingestion of User Information through a CSV File section of the Gainsight User Object article.

You can find that the Status field is auto populated once the Upload operation is successfully completed.

Note: The IsactiveUser field is set only for the new users. If your CSV file has a user record which is already available in Gainsight, the IsactiveUser field’s status is not updated for this user.  

Report Builder

Report Builder enables admins to build powerful table, bar, bubble and other chart types on any Gainsight standard or custom objects. Report Builder allows you to visualize your data from Gainsight, any Salesforce Object and Matrix Data Analyzer (MDA), in charts as well as in tables.

  1. Group Records (visually) in a Report by a dimension type field: Table visualization in Reporting provides an almost as-is view into the data on which you can sort and search for. However, when you group the rows/records in a report by a dimension type field, the table automatically gets converted to an aggregated report. For example, if you want a report view of Tasks grouped by CTA, previously, the report becomes aggregated as soon as you add the “CTA Type” field to the By section. To address this issue, a new capability has been introduced to the Table Visualization called Row Grouping.  

    Row Grouping in Reporting allows you to visually group the rows/records in a report by a dimension type field without aggregating all the other fields.
    You can enable row grouping on the following dimension data types:
    1. String
    2. Boolean
    3. Picklist
    4. Date

27. Row Grouping.gif

Business Use Case

For instance, you want to see the Account and its details like: Account Name, ARR, Industry, etc., grouped by Stage Name. However, when you Group By Stage Name, all the fields in Show Me automatically become aggregated. But, with this enhancement, you can not only group the Accounts by Stage Name but also view all the additional details such as ARR, Industry, etc.

To use this enhancement:

  1. Navigate to Administration > Analytics > Report Builder.
  2. Click on the existing report name to edit a report (or) Click + REPORT to create a new report.
  3. Add the required fields to Show Me.
  4. Click the Settings/Gear icon on the required dimension type field.
  5. Switch ON the Enable Row Grouping toggle button.
  6. Click RUN. You will see the visual hierarchy of the Account and its details grouped by Stage Name.

You can minimize and maximize the records in each group by clicking Minus (-) and Plus (+) icons respectively. You can use the - and + on top left to minimize all the groups in the table.

28. Business Use Case1.gif

Notes:

  • If you have enabled the Column total for any of the fields, you will see the Sum Total at the end of each group.
  • You can export the row grouped tables via Excel Exports, Success Snapshots and Dashboard PPT exports.
  • The number of records and the column totals displayed for each group are calculated for all the data in the group, and not just the records visible in the current page.
  • Assume, your records are displayed in two pages because of pagination.  Minimize action only minimizes the records in the current page. It does not bring the data forward from the next page.

Limitations:

  • You can apply row grouping only on one field at a time. Assume, you have applied row grouping on Field 1, and if you try applying again on Field 2, the row grouping applied on Field 1 automatically gets disabled.   
  • Once you enable row grouping, the pivot gets auto-disabled.
  • Row grouping is not supported in CSV exports.
  • Column search is limited only to the records presented on the UI, but not on the entire dataset from the server-side.
  • Row grouped reports are not visible in Sally and Copilot.
  1. Column Line Visualization Enhancement: Previously, in reporting, Column Line visualization was limited to 2 measures (fields in Show Me) and 1 dimension (field in By). With this enhancement, the column line visualization type now supports a minimum of 2 measures and maximum of 6 measures. You will be able to create a column line visualization for 2x1, 3x1, 4x1, 5x1, 6x1 combinations of Show Me and By fields respectively.

Business Use Case

For instance, let’s say you have a team of 5 CSMs, and you want to know the CTA usage of your team by individual CSM. To understand CTA usage, you may want to add 4 measures to Show Me: number of CTAs assigned to a CSM, number of CTAs closed by a CSM, % of CTAs closed by a CSM, Team Average. Previously, you could only add 2 measure fields to Show Me, which meant you had to create multiple visualizations to get a complete view of CTA usage. To address this issue, you can now add up to 6 fields to Show Me, and can derive more insights from a single column line report.

To use this enhancement:

  1. Navigate to Administration > Analytics > Report Builder.
  2. Click on the existing report name to edit a report (or) Click + REPORT to create a new report.
  3. Add the required measures to Show Me.
    Note: To enable Column Line visualization, you can add a minimum of 2 fields and maximum of 6 fields.
  4. Add the required dimension to By. You can only add 1 field to By Section, to enable Column Line visualization.

29. MultiColumn Line Navigation.png

  1. Click Select Visualization Type and select Column Line chart. You will see that the data in the report is displayed in a Column Line chart.

    Note: By default, the last measure in the Show Me fields section is a Line and rest are columns. But, you still have the ability to select other measures as Lines via Settings > Chart Options.

30. Column Line Chart.png

  1. To select Lines, click the Settings/Gear icon and select Chart Options.
  2. Select the fields which you wish to visualize as Lines, from the Select Lines dropdown list and click on APPLY.

The fields selected here are displayed as Lines and all the unselected fields in the dropdown list remain as Columns in the Column Line chart.
Notes:

  • To enable Column Line visualization, you must have at least one column and one line.
  • In Column Line visualization, dual Y-axis is enabled automatically, all the Lines correspond to the Y-axis on the right side and all the Columns correspond to the Y-axis on the left side.

31. Select Lines.gif

X-Org Migration

X-org is a tool which is used to migrate data from a source org to target org (for example, sandbox to production org).

Ability to migrate CTA Layouts and Success Plan Layouts

  1. Migrating CTA Type and Layout: Previously, the migration of the CTA Type didn't have the ability to migrate CTA Layout. However, with this enhancement, you can now migrate a CTA Type and its corresponding Layout to the target org. If you have included any custom fields in the migration task, you must ensure that the corresponding custom field is created in the target org as well. If the corresponding custom field is not present in the target org, the migration task fails.
     
  2. Migrating Success Plan Type and Layout: Previously, the migration of the Success Plan Type didn't have the ability to migrate Success Plan Layout. However, with this enhancement, you can now migrate a Success Plan Type and its corresponding Layout to the target org. If you have included any custom fields in the migration task, you must ensure that the corresponding custom field is created in target org as well. If the corresponding custom field is not present in the target org, the migration task fails.

    Business use case: If a CTA type or Success Plan type is migrated without migrating its corresponding layout, the target org has inconsistent data which may impact your business need. The Detail view of a CTA or Success Plan is not displayed properly. However, this enhancement ensures that data in the target org is consistent with the source org.

    For more information on how to migrate CTA Tasks and layouts, see the Migrate CTA Layouts and Success plan Layouts article.

Zendesk

Zendesk is a customer service management tool which is used to record customer queries and issues. Gainsight is available as a widget within the Zendesk application to help agents understand the overall customer health, and provide visibility into other important metrics, while they’re working through a customer support case.

UI enhancements: With this release, Gainsight has made two improvements to the Gainsight widget UI.

  1. New navigation menu: With this release, Gainsight has introduced a hamburger icon as the navigation menu. This icon is displayed to the right of each customer name. The options present under the navigation menu are not modified.

40. Options.gif

  1. Unlink button Alignment: The Unlink account button is now aligned properly and appears below the Account Name. When you click the Unlink account button, the corresponding Account is unlinked from the ticket.

41. Ticket for users.png

To use this enhancement:

  1. Select the Organization Mapping option from the navigation menu.
  2. Click Unlink account.

42. Unlinking.gifIn the above case, when you click the Unlink account button, Abacus Programming Corporation Company is unlinked.

Components Introduced and Modified in 5.22 Release

With this release, Gainsight has introduced the Email Preferences.page. Administrators can use this page to configure opt-out settings.

Permission Sets Added/Updated in 5.22 Release

With every new release, the Gainsight and SFDC permission sets are updated for several features to give access to new objects, fields, apex classes, and visualforce pages. In this release, Gainsight has not added or updated any Permission sets.

Issues Addressed

Journey Orchestrator

  • Email Template list view not displaying full name: Previously, the email template list view did not always display the full name of the email template, even though it had plenty of space to do so. This has now been resolved with the enhanced email template list view, and the full name of each template is displayed as expected.

  • Unable to delete or use the uploaded CSV file in Programs: For certain CSV files, users were encountering an inability to delete them or use them without error in Programs. This has now been resolved, and users can delete and use CSV files in Programs as expected.

  • Program emails displaying removed opt-out link: Previously, when users removed the opt-out link for non-operational emails, it would be added back in automatically. While this was expected behavior for non-operational emails, the enhancements to the “Manage Preferences” feature gives users options to modify this link.

  • Conditions removed from Conditional Wait in Programs: The Survey Score condition for Conditional Wait steps was previously disappearing from Programs using models other than the NPS model. This has now been resolved, and the condition will display for all models.

  • View Activity not loading for Completed Participants: Previously, the “View Activity” page for Program Participants with a status of Completed was not loading. This has now been resolved, and the “View Activity” page loads as expected.

  • Email Template Button only triggered by clicking text: Previously, it was only possible to trigger a button within an email template by clicking on the button’s text, rather than any space within the button. This has now been resolved, and buttons are triggered by clicking any space within them as expected.

  • Link Tokens not editable after color change: After changing a link token’s color within an email template, it was previously not possible to edit the link token further. This has now been resolved, and link tokens can be edited as expected.

  • "Skip Sending the email for token value" checkbox not working: Previously, the checkbox labeled “Skip Sending the email for token value” was not being honored in Programs after it was checked. This meant that participants with a null value for email template tokens would be moved to Failed Participants when instead the email step should have been skipped, and the participant moved to the next step of the Program. This has now been resolved, and the checkbox is honored as expected.

  • “Full Name” field added to the “To” field for Email Copy: When using the Email Copy feature, the value of the mapped “Full Name” field was previously being added to the contents of the “To” field. This has now been resolved, and the “To” field does not contain the contents of the “Full Name” field, as expected.

Reporting

  • In exported reports, CTA Name “&” is displaying as “&amp”: Previously, the report which has “&” symbol in the field names of Call to Action Object, appeared correctly in the Tabular report. But, when a visualization is selected, the “&” symbol appears as “&amp”. This issue is now resolved, and you can see the “&” symbol correctly in the chart reports.
  • Date format in the exported file of success snapshot is displayed incorrectly: Previously, when you export a success snapshot from the Report Builder, the date format in the exported file appears different from the Report Builder. This issue is resolved now, and you can see the same format.  

Cockpit

  • In Rules, CTA Action Type - Tokens in action field "Name” getting duplicated in multiple saves: Previously, in Rules Engine > Call to Action action type, when you enter URL or email ID in the Name field, and save it, the URL or email ID gets converted into HTML tags and these HTML tags are getting duplicated on multiple saves. This issue is now resolved.
  • Task due dates are shown as NA when the tasks are rearranged in the Playbook: Previously, when you rearrange the tasks in the playbook, tasks due dates are displayed as NA. This issue is resolved now, and you can see the task due dates as expected.
  • Calendar is not displaying correctly when creating CTAs in Lightning view: Previously, when you create a CTA, calendar displayed incorrect dates in the Salesforce Lightning view. This issue is resolved now, and you can see the calendar displays the correct dates.
  • Unable to link Opportunity ID to CTA, due to update calls triggered on Opportunity object: Previously, when you try linking an Opportunity ID to a CTA record, the Opportunity object was also getting updated with the CTA ID, because of which the system throws an error message. This issue is resolved, and you now can link the Opportunity ID to a CTA record.   

GS Assist

  • Email Assist throws error while sending emails: Email assist doesn’t allow users to send emails, and displays an error message "Unable to process the request". This issue has been resolved now.

Scorecards

  • Unable to use Status and Stage fields as filters in Mass edit Report for Unified Fact Object: Previously, when you created a Mass edit report on the Unified Fact object and used either Status or Stage fields in the the Filters section, you received a pop up which displayed “Internal Server Error” which prevented you from using these fields as filters. This issue is now resolved and you can now use Stage and Status fields as filters in a Mass Edit report created on Unified Fact Object.

  • Unable to Perform inline search on Account name field on Scorecard Mass edt reports in Dashboards: Previously, when you created a Dashboard using a Mass edit report and included the Account Name field in your mass edit report, you could not perform inline search on the Account Name field from Dashboard. This issue is now resolved and you can now search the required account in the Account Name field of Mass edit reports which are used in Dashboard.

  • Scorecard Rules with special characters in comments, failed to process data: Previously, while configuring the Set Score 2.0 Action Type, the Comments were truncated even if they did not exceed the permissible limits. This issue is now resolved and Comments are not truncated, if they do not exceed the permissible limits. (If the Comments exceed the permissible limits, they are not truncated on the Rule Action page. However, comments are truncated and displayed on the 360 page, if they exceed the permissible limits).

Rules Engine

  • Load To SFDC Action Type supported Long Text Data Type to be used as identifier: Previously, the Load to SFDC Action Type allowed you to use fields with Long Text Data type as an identifier. However, SFDC does not allow you to filter fields with long Text Data Type. As a result, you received an error message. This issue is now resolved and Load to SFDC Action Type does not allow you to use Long Text Data Type as identifiers anymore.
  • Rule Schedule page displayed incorrect Schedule time: Previously, if you had set the rule schedule using CRON schedules, the rule schedule page displayed incorrect time. This issue is now resolved and the rule schedule page displays the right schedule time.

X-Org Migration

  • Unable to Migrate Rules Whose Action Type is Set Score and using NA Scoring scheme: Previously, when you tried to migrate rules which had an Action type “Set Score” and if the Score was set to NA (not applicable), the migration task failed. This issue is now resolved and you can now migrate rules which set the score to NA

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