Skip to main content
Gainsight Inc.

Release Notes Version 5.21 December 2018

For a quick preview of what's new in this release, check out this 6-min. video!

Gainsight Release Notes Version 5.21 contains the following subsections:

  1. New Features in Gainsight which may require the Admin to setup new processes or re-think existing processes.

  2. Enhancements (per module) describe improvements made in the existing product capabilities.          

  3. New Components which are introduced and modified in every release.                           

  4. Permission Sets section contains the list of the updated Gainsight and SFDC permission sets for several features in a release.

  5. Issues Addressed section contains issues which are fixed in this release and also issues reported by customers.

  6. Known Issues section contains a list of issues whose cause has been identified and cannot be fixed at the time of current release; but typically these issues have workarounds.

New Features

In-App Sally

 Sally is now available directly from the Gainsight UI to enhance the user experience by providing:

  • Quick access to key customer metrics such as customer health, their latest NPS surveys, and CTAs.
  • Easy navigation to various parts of the application.

1 In-app Sally.gif


Within the Gainsight app, you can query information on the following entities:

  • Account
  • Relationship
  • Relationship type
  • User (Logged in user, example: My CTAs)

For more information about how to use In-App Sally, how it is different from Sally in Slack, and also about the intents supported at Account/Relationship level, refer to the Sally in Gainsight Application article.

Scorecards

 Scorecard Unified Fact Object

Scorecards are an effective tool to proactively monitor various aspects of your customer’s health. Previously, Scorecard fact objects were used to store all scorecard data. A Fact object can hold all the data for only a single Scorecard.

With this release, Gainsight has introduced a new Scorecard Object known as Scorecard Unified Fact. This Object can hold data of all the Scorecards. There exist two Unified Fact objects; Company Scorecard Fact Object and Relationship Scorecard Fact object. All the data for Account Scorecards is stored in the Unified Scorecard Fact - Company Object and all the data for Relationship Scorecards is stored in the Unified Scorecard Fact - Relationship Object.

  • The Scorecard Unified Fact object greatly enhances the Scorecard Mass Edit report by allowing you to view and edit multiple Scorecards within a single Mass Edit report (for more information, refer the first Scorecard enhancement).

  • When you use the Unified Fact object as the source for your Mass edit report, you can filter the data using Measures (for more information, refer the second Scorecard enhancement).

  • You can also use unified fact Object in Rules Engine to create a single dataset which includes data from multiple Scorecards.

Fact objects for RN.png

CAUTION: Gainsight recommends you not to delete any field from the Unified Fact Object. 

Notes:

  • The Relationship Unified fact Object does not exist, if you do not have any Relationship Scorecards. Similarly, the Company Unified Fact Object does not exist, if there are no Account Scorecards.
  • Scorecard Fact objects will continue to work the same way.

Enhancements

Surveys

With Surveys, you can create highly customized surveys that capture customer insights and transforms them into actionable next steps for your organization. You can easily create multi-page surveys with a variety of question types, including multiple choice, matrix, and a standard NPS question type. Surveys 2.0 gives admins the ability to design and distribute surveys in Gainsight without a dependency on SFDC sites or features.

  1. Survey Permissions now available for Surveys 2.0:

  • Previously, admins could only give users all-or-nothing access to Surveys 2.0. With Survey Permissions, admins can give users and user groups access to Surveys 2.0 with more precision. They can grant access based on specific survey and survey feature for each user and user group.

    Note: For detailed step-by-step instructions on Survey Permissions, refer to Surveys 2.0 Permissions.

3 Survey Permissions 2.png

  1. Migrate Surveys from 1.0 to 2.0: Previously, it was not possible to migrate surveys created using the Surveys 1.0 feature to the Surveys 2.0 feature without recreating the entire survey manually. With this enhancement, admins can migrate draft surveys with one click, as well as completed surveys and their data. 

    Note: For detailed step-by-step instructions on migrating surveys, refer to Migrating Surveys from 1.0 to 2.0.

4 Migrating Surveys from 1.0 to 2.0.png

  1.  Select Survey Question Logic based on attributes from Company, Relationship, and Company Person Objects: Originally, you could only select survey logic options based off of conditions within the survey itself. Now, admins can configure survey logic to display certain questions for participants based on attributes from the Company, Relationship, and Company Person Objects. Using these logic conditions, admins can configure surveys to only display questions that directly relate to the participant, such as CSM related questions for participants with CSMs, and product satisfaction questions only for products they have purchased. Previously, you had to create multiple surveys to accomplish this.

    Note: For detailed step-by-step instructions on logic options for survey questions, refer to Survey 2.0 Design.

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. Honor Surveys 2.0 Permissions:

  • The Programs feature in Journey Orchestrator has been enhanced to honor the new permission configurations of Surveys 2.0. This enhancement ensures that users who do not have permission to access certain features or data in the Surveys 2.0 module will not be able to access them in the Programs feature either.
  • Users will need the Distribute permission for either that specific survey, or all surveys in Surveys 2.0, to select it as part of a program. Surveys they do not have permission to distribute will not be visible from the survey selection field.
  • To preview a survey response within a program, users will need the Analyze permission for either that specific survey, or all surveys in Surveys 2.0.

Note: For detailed step-by-step instructions on Survey Permissions, refer to Surveys 2.0 Permissions.

  1.  Edit Program CTA steps post-publish: Admins can configure program steps to create and close CTAs, but previously they had no way to edit these steps after publishing the program. This prevented them from correcting or updating the contents of the CTA steps when needed. Now, admins can edit their program’s Create CTA and Close CTA steps even if the program has already been published. Any changes made will be applied to new participants and existing participants that have yet to pass through those steps.

    Note: For detailed step-by-step instructions on editing program CTA steps, refer to Configure Model and Emails for Programs.

Person API (API and Developer Category)

  1. Insert or update one or multiple person records with only Relationship association details through the Person API: Person API is a REST API that can be used by developers to load person details and the person’s association details in the context of a company/relationship into the person model from external entities without having to login to Gainsight. The Person API can integrate with any application to load data into the Person model in Gainsight. To learn more, refer Person API Documentation.

    You can now insert or update one or multiple person records with only Relationship association details (without their respective company association details), using Person API. You can pass the relationship association details with person details in the Request body either by Relationship ID or relationship lookup details. Import lookup configuration passed in the Request body allows you to populate GSID into the Relationship ID field (in the Relationship Person object), by referencing it from the Relationship object. When API call is successful, company association details of this person are automatically populated into the Company Person object.

    This enhancement is applicable to companies that enable Relationships in Gainsight and want to use REST APIs to create or update person records with relationship association details in Gainsight.

    Previously, when you wanted to pass person records with relationship association details in the Person API request body, you had to pass the respective company association details also. With this enhancement, API call is successful even when you know just the relationship association details of a person and pass them in the API request body. You are not required to search the respective company association details and pass them in the API request body.
     

    When the API call is a success:

  • Person details are populated in the Person object
  • Relationship association details with Relationship ID are populated into the Relationship Person object
  • Company association details with Company ID are automatically populated into Company Person object, using the Relationship ID.

In the Success Response of API call, you can see both the relationship and company association details along with the person details. You can also see the relationship type details in the relationships section.

Sample API Request Body:

{
  "FirstName": "John",
  "LastName": "Smith",
  "Name": "John Smith",
  "Email": "jsmith@abc.com",
  "relationships": [
    {
      "Role": "Admin",
      "IsPrimaryCompany": "true",
      "RelationshipName": "Asia Pacific"
    }
  ],
  "lookups": {
    "relationships": {
      "Relationship_ID": {
        "fields": {
          "RelationshipName": "Name"
        }
      }
    }
  }
}

For more information about success response on the above sample API request, refer Person API Documentation.

C360/R360

  1. View all of a Person’s associations on the 360 page: The Person section in the 360 page displays all of the details of a Person, including associated details in the context of a Company or Relationship. Previously, if a Person was associated with multiple Companies or Relationships, you could not see the list of other Companies or relationships to which this person is associated, from one of the associated C360/R360 pages.

    However, with this enhancement the 360 page now becomes a single source of truth for all the associations of a Person. You can now view all the Company or Relationship associations of a Person, from one of the associated C360/R360 pages. For example, an investor might collaborate with three different Companies, and therefore they’ll appear as an associated Person for all three Companies. Similarly, an employee at an organization who manages the installation process for three of your products will be associated in three relationships.    

    You can click any of the Company or Relationship names and navigate to the corresponding C360/R360 page, in a new tab.

    To view the associations of a Person:
    1. Navigate to the 360 page for an Account or Relationship.
    2. Click the Person section, in the left pane.
    3. Click the required person name. The person detail view is displayed. You can view all the Company and Relationship associations of a Person from here.

5 Company and Relationship associations of a Person.png

Scorecards

There are two enhancements in the Scorecard Mass Edit Report due to the introduction of the Unified Fact Object.  

Enhancement 1 

Scorecards are an effective tool to proactively monitor various aspects of your customer’s health. Each of these aspects are known as Measures. The Scorecard Mass Edit report allows you to view and edit scores of all the measures, for a particular Scorecard. However, in the past if you maintained multiple Scorecards, you could view and edit only one Scorecard at any given point of time, using a Mass Edit report. This limitation required you to maintain a separate Mass Edit report, for each Scorecard. 

With the introduction of Scorecard Unified Fact Object, you can now report on multiple Scorecards using a single Mass edit report. The Unified Fact Object also brings in a host of new filters which you can use while creating a Mass Edit report.  

With this enhancement, Admins can now build a single Scorecard report on their CSM’s Dashboard, to view and edit either the Account or Relationship Scorecards. For more information about how to use an enhanced Scorecard Mass Edit report, refer the Configure Scorecards Mass edit Report (2.0) article.


Scorecard unified FACT -RN copy.gif

Limitations in Mass Edit report created using Unified Fact Object

  • The first field cannot be a GSID data type Field.
  • Export in Success Snapshots is not possible.
  • 'Freeze First Column" option is not available.
  • You cannot apply the ranking functionality. 
  • Fact colors are not honored in standard reporting.
  • Currently, Home Page Export is not possible.
  • "Excludes" operator is not available in filters. Only "includes" operator is available.
  • You cannot export Mass Edit as CSV file.
  • The load time may increase, for large chunks of data.
  • Filtering on either NA or Not Applicable options returns the same results.

Enhancement 2  

When you use the Unified Fact object on the Scorecard Mass Edit report, you can perform following additional tasks which cannot be performed using other fact objects.

  1. Filter Scorecard data based on Measure Scores: You can now filter data based on the scores of a Measure. You can use this filter to filter data only to view the scores which are in Red, or scores in Red and Yellow, and so on.

    To apply a filter on Measures in a Mass Edit report:

    1. Select the required Measure in Select a Field drop-down menu (here Overall Score).

    2. Select the required operator.

    3. Select the required filter range.

    4. Click APPLY.

    5. Click RUN.

8 filter on Measures in a Mass Edit report.gif

  1. Inline filters for Measure data: You can now apply filters on an individual measure or Measure group in the Mass Edit Report. You can filter data of a measure to view only the Red scores in that Measure or NA scores of that measure. You can also search for stale scores of a Measure or Measure Group.

    To apply a filter on Measures in a Mass Edit report:

    1. Click the search bar for the required measure or Measure group.

    2. Select the required score.

    3. Press enter key.

9 Inline filters for Measure data.gif

  1. Sort data: You can sort the data for any column of the mass Edit report, in ascending or descending order. You can now arrange all the Companies in ascending order of their scores. To sort data, click the required column name.

10 Sort.gif

Timeline

Timeline is used for logging key customer activities, such as Updates, Calls, Meetings, Emails, and note taking during or after a customer interaction. Timeline preserves a chronological history of your most significant interactions for others to view from the C360/R360 or Global Timeline tab. The activity and notes in Timeline help teammates and management get up to speed quickly on the customer's history, enable smooth account management transitions, and reduce the need for leadership to ask for one-off updates from account managers and CSMs.

  1. Tag internal GS users with @ symbol in Activity Notes to send Activity status via email notification: CSMs can now tag their colleagues or execs in activity notes which in turn triggers an email notification to the @ mentioned individual. This allows CSMs to request help from, or share important updates with teammates who may not otherwise visit or have easy access to the customer's Timeline. CSMs can now tag whoever they want just by typing '@' in the notes, and a list of all internal GS users will be displayed. The search list will auto-suggest users based on the characters typed. A notification is sent to the tagged user along with the activity details.
    When an activity is updated, notification will not be sent to the user who is already tagged.

11 tagging2.gif

If the CSM deletes the activity, it will show that the activity does not exist anymore if management tries to access the particular account in Timeline > Activity.

Note: There’s no minimum character limit when search starts. For example, if user types @n,  all users starting with "n" will be displayed in the search result in the form of dropdown. When you successfully select the user, the tagged user-name becomes a hyperlink. On hover, it shows a few attributes of the user such as user name and email.

Intended Users:

  • Applicable only to Internal GS Users.
  • In SFDC, users are added from the Setup > Manage Users > Users
  • Admins can create, view, and manage users.
  • Navigate to Administration > User Management page. Admins can view the list of users synced to GS-User object.
  • The users added must have SFDC permission. Users who are having access to Gainsight, should have this permission set enabled.

Limitations:

  • Users should be synced to GS Users Object. For more information, refer here.
  • Maximum 10 unique users can be tagged in an activity
  • Existing tagged users don't receive email notification if the activity is updated. When you edit an activity that contains tagged users, you need to delete the existing tagged users and tag them again, then it will send a fresh email notification about the recent changes made to the activity.
  • Users must have the SFDC License (SFDC Edition) to access the Gainsight pages.

For more information about how to internally tag GS users using the @ symbol in Activity Notes, refer to the Use Timeline to log Activities article.

X-Org Migration

  1. Ability to perform a test 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). Previously, it was not possible for Admins to test if a Migration would succeed or fail, without performing the actual migration. However, with this enhancement Admins can now perform a test run or dry run. This test run does not migrate any data but lets you know whether a Migration will succeed or fail. The logs of a test Migration job are similar to the actual Migration job. Based on the results of the test migration, you can take corrective measures and modify the data before running the actual migration to reduce migration errors. You can use this feature from the Summary section of the Migration task.

    For more information about how to perform a test migration task, refer to the Cross-org migration article.

Test migrate.gif

  1. Send Migration status mails to multiple recipients: Previously, only the logged in user used to get an email about the status of the migration task. However, with this enhancement you can now send migration status mails to multiple recipients. Admins need not send out a separate email to inform the status of migration task. You can add multiple recipients for an actual migration task or a test migration task. You can use this feature from the Summary section of the Migration task. For a detailed step by step procedure, refer the Cross-org migration article.  

    send mail.gif
  1. Fetch lookup field information in Field mapping: Previously, it was not possible for admins to know if a field to be migrated has a lookup to any other Object or not. With this enhancement, admins can now easily find as to which migration field(s) have a lookup to another Object. The Objects section of the migration task displays this information. The Source Fields column in the Objects section now, display the name of the field and object onto which they have a lookup. For a detailed step by step procedure, refer the Cross-org migration article.

    If you migrate a field which has a lookup to another object, without migrating the Object on to which the lookup is present, the migrated field may not display any values in the target org since the object on to which it has a lookup is not yet migrated.

    When you configure the Objects section of the migration task, you can view the fields which have a lookup to another object, as shown in the below image.

    15 Fetch lookup field information in Field mapping.gif

    In the above image, the CSM field of the Company object has a lookup to the GSID field of the User Object. 

Rules Engine

S3 Dataset Enhancements

  1. Ability to include multiple Date and Datetime formats in a single csv file: Rules Engine is the control room for business automation. It allows you to build business rules that help trigger CTAs (Calls to Action), update Scorecards, send emails, and do much more.

    S3 dataset task in Rules Engine allows you to create a dataset from a csv file in the S3 bucket. Previously, you could not use multiple Date and Datetime formats in a single csv file. You were restricted to use only a single format for Date and Datetime data, across your entire csv file.

    However, with this enhancement you can now use multiple Date and Date time formats in a single csv file. This is useful for example, in organizations that compile data from multiple departments, who in turn may be using different Date and Datetime formats in their sales data (like transaction date, transaction time, etc).
    The Columns section of the S3 Dataset is now enhanced with a settings icon. You can use this icon to select a Date or Date time format for each column, which uses a Date or Datetime data type. If you do not select any format for a Date or Datetime data type column, the format selected in the Default Date Configuration section will be applied to that column. For a detailed step by step procedure, refer the S3 Dataset task in Bionic Rules article.

    Note: A single Column of your csv file cannot have multiple Date or Datetime formats. All the entries of a column must have the same Date or DateTime format.

To use this enhancement:

  1. Create a rule with an S3 dataset task. To learn more about configuring S3 dataset, refer the S3 Dataset task in Bionic Rules article.
  2. In the S3 dataset task, perform the following tasks in the Columns section:
    1. Select the DATE or DATETIME option from the Data Type column, as per the S3 Dataset configuration.
    2. Click the settings icon for the Date or Datetime data type fields. The respective Column Properties - Date or Column Properties - DateTime window is displayed.
    3. Select the required format.
    4. Select the timezone for Column Properties - DateTime.
    5. Click SAVE.

C S3 - enhancement.gif

Note: If you do not select a format for Date, DateTime fields or Timezone, the format or Time Zone specified in the Default Date Configuration section is selected.

Defau;lt date time.png

Components Introduced and Modified in 5.21 Release

Gainsight has not introduced any new components in this release.

Permission Sets Added/Updated in 5.21 Release

Gainsight has not added or updated any Permission sets in this release.

Issues Addressed

Reporting

  • Global filter is not honored for CSV exports: Previously, the global filters were not honored for the CSVs exported from the Gainsight Home Dashboards. This issue is resolved, and you can now see the global filters getting honored for CSV exports.  

  • Formatting issue in export as image of pie chart from dashboard: Previously, when you exported a Pie chart as image from Gainsight Home Dashboards, the chart legend at the top overlaps the Report Name. This formatting issue is now fixed, and you see the chart legends are arranged in a proper format.

  • ReportBuilder: Relationship name doesn’t hold a clickable link when Pivot is applied: Previously, in report builder, when you created a report on an object which has lookup to the relationship object, and apply pivot, you will see that the relationship name doesn’t hold a clickable hyperlink. This issue is fixed, and you can now see the hyperlink on the Relationship Names.    

  • Drilling Down in N/A shows the entire dataset in ReportBuilder: Previously, when you created a report with a field in By section which has no value in it, drilling down on N/A doesn't give the expected result, rather displays the entire data set. This issue is now fixed, drilling down on that particular NA gives expected result.

  • Shared Dashboard is not Launching Shared C360: Previously, when you share a dashboard with other users, and if the user after receiving the dashboard clicks on any company name doesn’t navigate him to the C360 page, instead throws an error. This issue is resolved now.

  • Custom filter not honoring while exporting mass edit report in Dashboard: Previously, the exported mass edit reports didn’t honor the custom filters. This issue is resolved and the exported mass edit reports will now honor custom filters.

GS Connect

  • Recipients receive success email notifications even when email is not configured in GS Connect: Previously, when Admins configure ‘On Failure’ emails in GS Connect, success email notifications were sent to the same recipients even when ‘On Success’ emails were not configured. This issue is resolved now and ‘On Success’ email configuration is working as expected.

  • Partially successful GS Connect data jobs trigger email notifications with status Success: Partially successful GS Connect data jobs triggered email notifications with success in the subject but the email body showed both the success and failure record count. This issue is resolved now and recipients can see the job status as Partial Successful in the email notifications.

S3 Connector

  • Partially successful S3 data job triggers an email notification with status ‘Load Successful’: Previously, if an S3 data job partially failed, it triggered an email notification with status ‘Load Successful’. This issue is resolved now and recipients can see the job status as ‘Partial Successful’ in the email notifications.

Success Plans

  • GANTT Chart in success plans didn’t display dates for few users: Previously, the GANTT chart in C360/R360 success plans didn’t display the dates at all or displayed incorrectly, for few users in the same org. This issue is fixed, and you can now see the dates in GANTT chart are displayed correctly.

Email Assist

  • Surveys created in Survey 2.0 are not showing up in playbook email task: Previously, when you create a survey in Surveys 2.0, and try mapping it in the email assist task, the surveys didn’t show-up in the dropdown list. This issue is fixed, you can now see the surveys created from Surveys 2.0 in the email assist.  

Journey Orchestrator

  • Email Events and Conditional Wait caused excessive logins: We internally identified an issue in Programs where a combination of Email events and conditional wait resulted in a number of login attempts that exceeded the SFDC limit. This issue could block other Gainsight components, such as rules and reports from working properly. This issue has now been resolved, and the login limit is no longer being exceeded.

  • “Scheduled Publish” feature failed to publish Programs: The “Publish Later” feature in Programs was not working and resulted in the Sumologic error “TENANT KEY MISMATCH”. This issue has now been resolved, and the “Publish Later” feature is working as expected.

  • Calculated Fields in Conditional Wait caused conditions to fail: Previously, conditions using calculated fields in the Conditional Wait step of Programs would fail. The root cause of this issue were fields added to the Show Me section through a look up to the account object. These were being recognized as null even if they had data. This issue has now been resolved, and the fields are being recognized correctly.

  • Power List execution failed but appeared successful: Previously, Power Lists execution would fail with an exception. This issue occurred when the Power List was scheduled to run and when it was ran manually, but the Power List would appear in the UI as if it executed successfully. This issue has been resolved, and  Power Lists execute as expected.

Surveys

  • Expired Surveys saved Inline Responses: Previously, inline survey responses were being recorded even after a survey was expired. Participants submitting an inline response would receive a message saying the survey was expired, but the response would still save. This issue has now been resolved, and it is not possible to submit internal responses for expired surveys as expected.

  • Survey Preview failed to redirect to Custom Thank You Pages: When previewing unpublished surveys in Surveys 2.0, there was a previous issue where clicking the Submit button on the preview page would not successfully redirect to custom thank you pages. Instead, clicking Submit redirected to the error “URL no longer exists”. This issue has now been resolved, and clicking Submit redirects to custom thank you pages as expected.

  • Surveys tab failed to load: Previously, when trying to access the Surveys tab, users instead received the error “An exception occurred while trying to retrieve the surveys.” This issue occurred when the Salesforce job limit was exceeded. The issue has been resolved, and the Survey tab now loads as expected regardless the number of jobs running.

X-Org Migration

  • Assets create on email log object failed to Migrate: Previously, when you tried to migrate an asset which was created using the Email Logs Object, the Migration task failed. This issue is now resolved and you can now migrate assets created on the email Logs object.

Timeline

  • Dropdown List Default Value error while creating timeline entry: Previously, when there was only one value in the Dropdown List and it was defaulted, the default value was not selected by default while creating timeline entry. This issue is now fixed and the default value is selected while creating activities.

Scorecards

  • Score modification time displayed in UTC: Previously, when you modified a score, the modification time was displayed in UTC timezone and not in your local timezone. This issue is now resolved and you can now view modified time in your local timezone.

Rules Engine

  • Failure of the Load to MDA Action Type: Previously, the Load to MDA Action Type failed to execute and returned an error message “invalid char between encapsulated token and delimiter”. This issue is now resolved and the Load to MDA Action Type now executes successfully.

  • Rule failed to pull data when Null was used in filter: Previously, if your dataset consisted of filters to include null values (for example Customer Industry equal to Null), the rule did not load any data. This issue is now resolved and rule loads data when you include Null value filters in dataset.

  • Rules with date field failed to parse the right date: Previously, Rules which included Date data type fields, failed to parse the right date due to daylight saving. This issue is now resolved and rules with date fields parse the right date.    

Known Issues

Timeline

  • Tasks might not be shown in the email sent to the tagged users: When you create an activity with tasks and tag a few users, the tagged users receive email notification that must contain the activity details and tasks. But sometimes you may observe that the activity details are shown in the email but the tasks are missing in the email notification as the SFDC call fails due to timeout at SFDC. In such cases, you are recommended to re-tag the users in the same activity.

  • Was this article helpful?