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Gainsight Inc.

Release Notes Version 5.20 November 2018

For a quick preview of what's new in this release, check out this 10-min. video!

IMPORTANT / PLEASE READ

Gainsight Release Notes Version 5.20 contains the following subsections:

  • Notifications section describes important changes to the application that are implemented now or will be in the near future.
  • Enhancements (per module) describe improvements made in the existing product capabilities.          
  • New Components which are introduced and modified in every release.                           
  • Permission Sets section contains the list of the updated Gainsight and SFDC permission sets for several features in a release.
  • New Features in Gainsight which may require the Admin to setup new processes or re-think existing processes.
  • Issues Addressed section contains issues which are fixed in this release and also issues reported by customers.
  • 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.

Announcements

  • community icon.png Gainsight Community is on a new platform: be sure to check out the new and improved site and reset your password. All of your posts, comments, status, and points are migrated to the new site, but passwords are encrypted and can’t be migrated. Check out this 4-min. video for a tour of the new site!

Enhancements

Rules Engine

  1. Formula Field enhancements:
  • New “Case Expression” formula function:  With this release, Gainsight has launched a new Formula function called Case Expression. This formula function allows you to categorize data based on your requirements. You can use this Formula function to create a custom output Field. This output field has values for the records that match your specific set of requirements.  
    Note: Excel has a similar function expression called SWITCH.

     By using the “Case Expression” in the Data Transformation Task rather than using Action Criteria, you can improve the           efficiency of execution of the rule when the data update/action is executed.

  Business use cases for this function include:

  • You can use the Case Expression to Categorize customers based on the revenue generated by them, as Platinum, Gold, Silver, Bronze, etc.
  • You can categorize customers based on their NPS responses like Promoters, Passives, and Detractors.
  • You can categorize your Customers based on their geographical locations like Asia Pacific, Middle East, Europe, Australia, and so on.
  • You can categorize your customers based on the number of employees they have as Jupiter, Mars, Earth and so on.  

    The Customer Categorization with Case Expression tutorial provides you with step by step instructions, to configure the first use case. 

    Anatomy of Case Expression:

  • Case Expression function is made up of multiple cases (a maximum of 10).  

  • Every Case consists of multiple Criteria (a maximum of 5). Each criteria is a specific requirement that any record should match. For example, a Criteria for a customer to be classified as Detractor can be NPS score between 0-6.

  • Every Case has an associated Action when any record matches with the given criteria. A value (Ex: Detractor) is populated in the Output field. This value can be a custom value or fetched from another field in the source dataset.

1 nps_case-expressions.gif

  • Execution of the Case Expression in detail:
    • Execution of the Case Expression begins with the evaluation of the first case on a record. If all the criteria in this case are satisfied by the record, the action associated with this case is executed. The execution of Case expression halts here for this record and none of the other cases are evaluated.
    • However, if the first case is not satisfied, the system evaluates the second case on the same record, and so on. If none of the available cases are satisfied by the record, the default case is executed.

This process is applied to all the records.  

The Default Case: The Case Expression also has a default case. This default case does not have any criteria. It only has an action; Default action. You cannot delete the default case. When a record does not match any of the specified criteria, the action associated with the default case is executed.    

Result of this execution is to create an Output field that is populated with values which display categorized records.

A detailed workflow of Case Execution is shown below for the NPS survey responses

NPS Case expression (2).png

  • Case Expression UI elements

3 Case Expression UI elements.png

  • Output Field Label: Enter a name for the output field.
  • Output Data Type: Select the Data Type for the output field. The available Data Types are Boolean, Number, and string. In the above example, String is selected
  • Case 1 and Case 2: These are the two cases present in the above image. You can add up to ten cases.
  • Advanced Logic: By default, AND logic is applied when you have multiple Criteria in a Case. You can change it to OR condition. However, the above example has only one criteria; hence Advanced Logic is not applicable here.
  • Then: Then is the Action field. In this scenario, either Renewal date missed, Renewal date not missed or Today is renewal date, output is populated.
  • Default: If the record does not match Case 1 or Case 2, the Default value is set. 

    To learn more about how to use this feature, refer the Formula Fields in Bionic Rules article.
  1. community icon.png Enhancement in Load to Relationship Action Type: If you use multiple relationship types in your org, previously you had to create multiple “Load to Relationship” actions in order to load data to each of the relationship types. Furthermore, you had to select the relationship type for each of the action types and also configure field mappings for each action. Also, rules with multiple actions require more execution time and you needed to reconfigure every action, whenever you add additional fields in your source dataset.

    With this release, Gainsight has enhanced the Load To Relationship Action type. The Relationship Type field is now moved into the Field Mappings section. You can now configure Relationship Type as a field mapping. This allows you to configure multiple Relationship types within a single Load to Relationship action, thus eliminating the requirement to create multiple actions. This enhancement greatly improves the rule execution time; Rules with single action execute faster as compared to rules with multiple actions. Also, when you add additional fields in your source dataset, you need not modify multiple actions, since you maintain only one action. You just need to update the single action.

    You can use the enhanced version of Load to Relationship Action type in two ways:

    1. Dynamic mapping: If the Relationship Type ID field is present in your source dataset, you can map it to the target Relationship Type field to dynamically populate Relationship Type.
      The following example demonstrates a use case where you could use the Dynamic mapping capability

  • You have defined a Relationship Type for each of the Products you sell in your organization and the Relationship Type name is the same as the Product Name.
  • You also have a subscriptions object where each Subscription has the details about the Product you sold and the company you sold that product to.
  • You can merge Subscriptions with Relationship Type object using a single merge task to get the Relationship Type ID field by using Name as the merge key.
  • You can then map this field from the source in the Load to Relationship action type, to dynamically create Relationships across multiple relationship types using a single action.

Prerequisite: To use the Load to Relationship Action type dynamically, ensure that Relationship Type ID is included in the Source dataset

To use Load to Relationship Action type dynamically:

  1. Click + ACTION.
  2. Select the Load to Relationship Action type.
  3. Map the queried Relationship Type ID field to the target Relationship Type (Picklist) field.
  4. Check the default value check box and choose a default Relationship Type if applicable for you use case.
  5. Select the Include in identifiers check box.
  6. Perform other mappings, as required.
  7. Click SAVE.

dynamic mapping.gif

  1. Manual Mapping: If you have not included the Relationship Type field in the Source Dataset, you can manually map the Relationship Type. 
    To use Load to Relationship Action type manually:
    1. Click + ACTION.
    2. Select the Load to Relationship Action type.
    3. Click Add Custom Field.
    4. Select the Relationship Type (string) field.
    5. Select a Relationship Type from the list of available relationship types.
    6. Select the Include in identifiers check box.
    7. Perform other mappings, as required.
    8. Click SAVE.

manual mapping_1.gif

 

  • Mapping the Relationship Type, Account Name, and Relationship Name fields is mandatory.
  • If the source dataset has Relationship Type field as null for a record, then the default value will be used for that record. If no default value is selected, then relationship is not created for that record and it would be marked as an error.

C360 / R360

  1. community icon.png Person Section in R360: Gainsight Relationships enable you to model and manage different touchpoints with your customers, potentially based on the products you’re selling, the different business units you work with, or some other aspect. In these cases, the R360 will be the single source of truth for a Relationship. You also want to track the people (GS Person) associated with each relationship. Previously, if a Person was associated with multiple Companies or Relationships, admins required to create reports to get all the details of a person’s associations.  

    However, with this enhancement (Person section in R360), you can now add and associate Person(s) to a Relationship, view and update details of an existing Person in association to this Relationship, or delete associated details of the Person with this Relationship. You can perform all these actions in the newly introduced Person section in the R360 page.

    Once a person is associated with a Relationship, you can do the following:

  • View all details of a Person, including other Company and Relationship associations for the same individual, from the R360 page.
  • Share Success Plans and 360 layouts with these individuals.

Prerequisites: To use this feature, you must complete two prerequisites. First, add a Person section to R360 layouts and then configure the Person section in R360 layouts. To learn how to setup R360 layouts, refer to Configure R360 Page and layout Types article

To add Person section in R360 layouts (for Admins):

  1. Navigate to Administration > General > Relationships.
  2. Click the Configure icon for the Relationship type on which you wish to Configure Person section.
  3. Click the 360 layouts tab.

6 R360 layout.gif

  1. Click the Edit icon for the required layout.
  2. Click the Sections tab.
  3. Drag and drop the Person section.

7 Add person section.gif

Configure Person Section: Once you add the Person section, you must configure it with the required fields. The fields you configure here are displayed on the Person section of R360 page.

To configure Person section:

  1. Click the Configure icon. The Person Configuration window is displayed.
  2. Drag and drop the required fields from the Available Fields to the Selected Fields section. The fields you add here are displayed on the Add Person page of R360. By default, Name and Email fields are added.

8 Person Configuration window configure Person section.gif

  1. Click the List View tab.
  2. Drag and drop the required fields from the Available Fields to the Selected Fields section. The fields you add here are displayed on the list view page of Person section in R360. By default, Name and Email fields are added.

9 List view_R360.gif

  1. Click the Detail View tab.
  2. Drag and drop the required fields from the Available Fields to the Selected Fields section. The fields you add here are displayed on the Detail view page of Person section in R360. By default, Name, Email, and Comments fields are added.
  3. Click Save.

10 Person detail view.gif

Once you complete these prerequisites, you and your end users can use the feature.
For end users to use this feature:

  1. Navigate to C360 page.
  2. Click the Relationships section.
  3. Click the Relationship name.
  4. Navigate to the Person section.

11 Person in R360.gif

Add a Person: To add a new Person record:

  1. Click + PERSON. The Add Person window is displayed.
  2. Enter Name and/or Email and click SEARCH to check if the person already exists.
  3. If you get a person record that matches with Name and/or Email, click on the record to add association details of the current Relationship.
  4. If you see a message Person Not Found, click Add New Person. This action adds a new person into Gainsight.
    Note: Gainsight searches the existing person by matching with Name and/or Email entered in this window. As per the result, you can either add association details to an existing person or you can add a new person to Gainsight.

12 Add unfound person.gif

  1. Enter the Person details.
    Note: You can see only those fields in the Add Person window, which were added in the Administration > Person > Search Configuration page by admins.

13 New Person added_1.gif

Edit a Person: To edit a Person:

  1. Select the required Person. The Person Detail view is displayed.
  2. Click the Edit field icon, for the fields to be edited. You can view only those fields which were added in Detail View tab of Person Configuration page.
  3. Click Save field icon after making the required changes.

14 Edit person_1.gif

Delete a Person: To delete a Person, click the delete button of the person. This deletes the association details of the Person to this Relationship but it does not delete all occurrences of this person.

When you delete this record, fields in other objects that are joined with the current object (Relationship Person) will honor the On Delete option selected in the MDA Joins of those fields. The Delete operation is applied to multiple dependency levels. You can find these dependencies (MDA Joins) in the Object Graph of any object. To see Object Graph of an object, navigate to Administration > Data Management > [Select an object] > Object Graph left pane. For more information, refer Creating Object Graph in MDA Objects.

15 Delete person.gif

  1.  Comments field in C360/R360: As a CSM or sales professional, you need to keep track of client contact details, such as their personal interests/hobbies, temperament, current concerns, etc. You can capture unique characteristics of a Person (such as conversation tips), to help you or colleagues in future conversations with that individual in the newly introduced Comments field of the C360 Person section. 

    Comments made here about that Person will be available across all contexts of Companies and Relationships that the Person is associated with. By Default, the Comments field is added to the Detail view tab of the Person section of the C360 page. Post upgrade to Gainsight v5.20, navigate to Detail view tab in the C360 Layouts > Person configuration and Save the configuration. If you do not do this, end users cannot see the Comments field in the C360 > Person section.

    Before saving the configuration, you can also add the Comments field to the List view and Add Person tabs. Comments is a Rich Text area field newly introduced with this release. For more information about the Comments field, refer to the New Field Comments in Person Object section in this document.

    Once you add the Comments and other required fields, click SAVE to ensure that your configuration is saved. 

Comments field in C360-R360 - 1.gif

Since the Comments field is now added to the Add Person, List View tabs, end users can view the Comments field while adding a new Person, List View, and detail view, as shown in the below images.

Comments field in C360-R360 - 2.gif

The List View and Detail View also display the Comments section.

Comments field in C360-R360 - 3.gif
X-Org Migration

  1. Enhanced Migration UI: A new and improved UI is available for performing migrations of Gainsight configurations from one environment to another environment, e.g. move configurations from a UAT Sandbox to Production. With the enhanced UI, you can now select an entity type and all the assets related to the selected entity type are displayed. You can then select the required assets to be migrated. All the selected assets are migrated in a single migration task, thus significantly reducing the time taken to complete migration task. 

    To perform migration with the new UI:

    1. Navigate to Administration > Operation > Migration. The Migration window is displayed.
    2. Select New Migration from the ADD MIGRATION drop-down menu.

18 ADD MIGRATION drop-down menu.png

  1. In the New Migration window:
    1. Select Username and Password option.
    2. Enter a migration task name in the Migration Job Name field.
    3. Enter the target org username in the Username field.
    4. Enter the target org password in the Password field.
    5. Select Production or Sandbox option in the the Organization Type drop down menu.
    6. Click AUTHENTICATE.

19 New Migration window.png 

  1. The Run Delta Process window is displayed. Click Run, to run the delta process or click Cancel, to continue with the migration process. The Delta Process will compare the your source org (Sandbox) to your target org (Production) and show you the differences and what needs to be migrated.

20 Run Delta Process.png

  1. Select an entity type from the Select Entity Type drop down menu. All the assets related to selected entity type are displayed.
  2. Select the check box for the assets to be migrated.
  3. Click CONTINUE. The Configurations window is displayed.

21 Asset selection.gif

  1. Select the required configurations from the Not Migrated column.
  2. Click Continue. The Objects window is displayed.

22 config.gif

  1. Select the Objects to be migrated from the Source Object column.
  2. Click CONTINUE. The Summary window is displayed.

23 Object selection.gif

  1. Verify the Details, Assets, and Configurations sections and click MIGRATE, to start the migration process.
    Note: You can click the Download icon or Print icon, to download or print the Configurations, respectively. These icons are present at the top right corner.

24 download or print icon.png

  1. Ability to Save and Exit Migration Configuration: As an admin, you may sometimes need to stop a migration task due to some other high priority job. Previously, when you navigated out of the migration configuration page, all your configurations were erased. However, with this enhancement you can save your migration configuration before navigating out of the migration window. You can return anytime to resume your migration task. 

    To save the migration task, you must click the newly introduced SAVE AND EXIT button. To resume a saved migration task, click the ellipsis menu for the required migration task, and select CONTINUE.

25 save and exit.gif

You must re-enter target org credentials, to resume the migration task.

Scorecards 2.0

  1. Ability to create Scorecard Measure Groups: Measure Groups allow you to group related Scorecard measures. Previously, it was difficult to report on Measure Group Scores that were being used in multiple scorecards. Now, you can create Measure Groups independently and use them across multiple Scorecards, and then create reports on Measure Group scores.  

  • You can create a Measure Group for an Account or a Relationship.
  • A Measure Group can have the same name as a Measure.
  • Once you create a Measure Group, you can add your Measure Group to a Scorecard. To add add your Measure group to a Scorecard, navigate to the Configuration page of the required Scorecard.
  • After adding your Measure Group to the required Scorecard, you can add Measures to your Measure Group.
  • The Measure Group Score is calculated based on the scores of all the individual Measures, present in the Measure Group.

26 Measure Group Score .png

To create a Measure Group:

  1. Navigate to Administration > Health Scoring > Scorecards 2.0.
  2. Click + ADD and select Measure Group. The Add Measure Group window is displayed.
  3. Add the following details
    1. Enter a group name in the Group name field.
    2. Select Account or Relationship option from the Group Applies to field.
    3. (Optional) Enter a description from the measure group in the Group description field.
    4. Click SAVE.

27 Measure group.gif

Once you create the measure group, you can select this group while configuring Scorecards. To add a Measure Group in the Scorecard Configuration:

  1. Navigate to Administration > Health Scoring > Scorecards 2.0.
  2. Click the Scorecards tab.
  3. Set up the properties section and move to the Configuration section.
  4. Click + Group.
  5. Select the required group from the Select a group drop down menu In this case, Customer Risk Measure Group is added.

28 Add MG to SC.gif

  1. Drag and drop the required measures to your Measure Group from the left pane.

29 add measures to measure group.gif

Note: Before upgrading to Gainsight 5.20, if you had already created Measure Groups from the Scorecard Configuration section, you can find them on the MEASURES tab.  

  1. community icon.png Scorecard UI enhancements: Gainsight has made two UI enhancements to the Scorecard view on C360 page.

    1. Comments section enhancements: When you click the measure comments, they open in a new pop up window, so it’s easier to view and make edits to the comments. You must click Save when you modify a comment.

30 Scorecard comment.gif

  1. “Explain Score” tooltip for Scorecards with an Exception: The Overall Score for a scorecard is calculated from the Weightage of each Measure. Scorecard Exception is a special scenario in which you can define criteria(s). If the criteria is matched, the Overall Score of the Scorecard is calculated based on the score specified in the Exception, and not based on the Weightage of measures. You can define Exceptions on the Scorecard Configuration page.

    Previously, the Overall Score did not display any information about whether the score was influenced by an exception. However, with this enhancement a new tooltip is added to the Overall Score for a Customer whose scores are influenced by an exception. When you click this tooltip, you can see a description which briefly explains the Current Score.

31 Scoreexplain.gif

Journey Orchestrator

  1. Ability to use Calculated Fields as tokens when configuring Email and CTA steps in Programs: You can use calculated field tokens to reference dynamic information within a Program email and CTA step. For example, you could create a calculated field to display Utilization Rate, such as the one below.

32 create a calculated field to display Utilization Rate.png

Calculated fields can be from any MDA or Salesforce object. Using a combination of display fields and filters, they can query account variables. In addition to Utilization Rate, these variables include items such as the number of active users per account and the number of logins by the user.

The calculated fields must be created in the program, either within the Participant Configuration or within an added Conditional Wait step. For more information on creating calculated fields within programs, refer to Programs: Using Calculated Fields.

Once this field is created, you can select it as a tokenization option when configuring program email and CTA steps.

33 configuring program email and CTA steps.png

Notes:

  • When a calculated field is used as a token, it can not be deleted from the program.
  • If the calculated field value is Null for a participant, that participant will be dropped during participant sync.
  1. Inline support of tabular and non-tabular reports in Journey Orchestrator: Previously, to share reports, users had to export dashboards as PowerPoint files, and you could not include reports directly in the body of Program emails. Now, admins can display tabular and non-tabular reports from the Report Builder in emails sent through Programs in Journey Orchestrator. 

    This feature is designed to share simple reports with a low volume of data. Example use cases include sharing usage reports with users, or internally sharing upcoming renewals and new account assignments. To avoid display issues, tabular reports with only 5 columns and 20 rows maximum can be shared using this method. To share more complex reports with a higher volume of data, see the enhancement Ability to attach tabular reports as CSV in Journey Orchestrator.

    To display inline reports, admins must select email templates configured to contain a report placeholder within the body of the email. To add this placeholder, navigate to Journey Orchestrator > Email Templates and click to create a new template or edit an existing one. Click the Insert Report button to add a placeholder.

34  Insert Report button.png

For more information on configuring email templates to display inline reports, refer to Create Journey Orchestrator Email Templates

After an email template is selected, a report placeholder can be viewed within the body of the email in the email step configuration page. Click the drop-down field to select a report to display.

35 drop-down field to select a report to display.png

The reports available for selection are divided by their source objects. After the report is selected, it will be displayed in the selection window. Click SAVE to finish attaching the inline report.

For tabular reports larger than 5 columns or 20 rows, the following message will display above the inline report:

36 tabular reports error msg.png

Reports exceeding this limit will still be added to the body of the email, but the email will only display the first 5 columns and 20 rows. For more information on sharing reports through programs, refer to Programs: Sharing Reports.

Notes:

  • Program emails can deliver multiple attachments with a total file size under 2MB. This file size limitation includes both inline and attached reports. If the attachments sent exceed 2MB, then the participant will be dropped with the failure reason, “Tabular Report CSV failed for <Report Name> for participant since it exceeds 2MP limit.”
  • This enhancement is not available for the Outreach feature under Journey Orchestrator.
  1. Ability to attach tabular reports as CSV in Journey Orchestrator: Now, Admins can attach tabular reports from the Report Builder as CSV files to emails sent through Programs in Journey Orchestrator. Non-tabular reports can also be shared using this method, but they will be converted to a tabular view when attached. 

    This feature is designed to share more complex reports, or those with a larger quantity of data than can not be displayed successfully in the body of an email. Use the CSV option for any tabular report that requires more than 5 columns or 20 rows. Simpler tabular reports with fewer than 5 columns or 20 rows can still be attached as CSV files, but now they can also be inserted directly into Program emails. For more information on sending inline reports through Programs, refer to the enhancement Inline support of tabular and non-tabular reports in Journey Orchestrator.

    To attach CSV files, admins must select email templates configured to attach reports. To add a report attachment placeholder, navigate to Journey Orchestrator > Email Templates and click to create a new template or edit an existing one. Click the Attachments button and select Attach Reports to add the placeholder.  

37 attachments button .png

For more information on configuring email templates to attach reports, refer to Create Journey Orchestrator Email Templates.

After an email template is selected, in the Program model, the attachment configuration can be viewed at the bottom of the email step configuration page.

38 email step configuration page.png

Click the gear icon to open the report selection page.

39 open the report selection page.png

The reports available for selection are divided by their source objects. After the report is selected, it will be displayed within the selection window. Click SAVE to finish attaching the report. For more information on sharing reports through programs, refer to Programs: Sharing Reports.

Notes:

  • Program emails can deliver multiple attachments with a total file size under 2MB. This file size limitation includes both inline and attached reports. If the attachments sent exceed 2MB, then the participant will be dropped with the failure reason, “Tabular Report CSV failed for <Report Name> for participant since it exceeds 2MP limit.”
  • This enhancement is not available for the Outreach feature under Journey Orchestrator.
  1. Ability to schedule the date and time to publish Programs: Previously, Admins had to manually publish their Programs. This created a bottleneck for Programs, and sometimes required Admins to publish the Program at the exact time they wanted to send the initial email. This feature simplifies that process by giving admins the ability to schedule the date and time for the Program to be published automatically.

    Now, after Admins complete configuring a Program and select the PUBLISH option, a pop-up window will display asking them if they would like to proceed with publishing the program.

    They can select to publish the program now, placing the program in an active state, and possibly triggering initial program emails, or they can select to publish the program at a later time. This gives admins more control of when the Program starts sending messages and does not require them to manually complete publishing.

40 PUBLISH option-publish now.png

If you select Publish Later, you will have options to select the date and time to publish the program.

41 PUBLISH option-publish later.png

After selecting a date and time, click YES to complete scheduling the program. Programs that are scheduled to publish have a status of SCHEDULED. At the scheduled date and time, the program will move to an Active status as part of the publishing process.

After a program is scheduled, a message will display on the top right of the Program model configuration identifying when the Program is scheduled to go live. You can click the pencil icon to edit the date and time of the publish schedule.

42 edit the date and time of the publish schedule.png

Admins can remove a program’s scheduled publish entirely. In the model configuration screen, you can click on the status drop-down to edit the Program from SCHEDULED to DRAFT. This will remove the publish schedule.

43 SCHEDULED to DRAFT.png

For more information on scheduling programs to publish, refer to Configure Model and Emails for Programs.

  1. community icon.png Ability to use Survey fields as tokens when configuring Email, CTA, and Conditional Wait steps in Programs: Previously, it was not possible to reference survey fields as part of configuring Programs or Program emails. Now admins can select survey fields such as Survey Score, Survey URL, and Survey Responded Date as tokens within program email and CTA steps, and can also select them when configuring conditions within Conditional Wait steps they’ve added. This enhancement works for survey fields from both Surveys 1.0 and 2.0. 

    You can use this enhancement to share participant survey response data with CSMs through emails or CTAs triggered through the Program. This data includes the Survey URL field, so the CSM can submit a response on behalf of participants, and the Survey Score field, to keep them immediately up-to-date on their client’s sentiment. Admins can also configure conditions based on survey fields, such as Survey Score, within Conditional Wait steps they have added. With conditions based on Survey Score, you can have participants move through different branches of the Program model based on if they responded to an NPS survey as a Detractor, Passive, or Promoter.

    To add Survey Fields to a Program, navigate to Journey Orchestrator > Programs and click to either add a new Program, or edit an existing one with a survey model. Select a step within the program where you would like to reference a survey field such as the Escalation Email step or any Send Email, Create/Close CTA, or Conditional Wait step after the Responded step.

  • Send Email:

    1. Within the program model, select the Send Email step you would like to configure with Survey fields.

    2. Select an email template with available token placeholders.

    3. Click the placeholder and select the survey field you want to tokenize from the drop-down list.

44 tokenize from the drop-down list.png

For more information on using survey fields in programs, refer to Programs: Using Survey Fields.

Note: It is only possible to add Survey Fields as tokens to Send Email steps added after the Responded step in a survey model. The initial Send Email step, and the Reminder Email step, both occur before the program participant has a chance to respond to the email, so there is no data for those tokenized fields to reference at that time. For more information on configuring email steps within a program, refer to Configure Model and Emails for Programs.

  • Escalation Email: The Survey URL field is available for the Escalation Email step so the CSM can reference the URL when communicating with their client, and so they can submit survey responses on their behalf.

    Note: No other survey field can be referenced in this step. The Escalation Email step occurs before the program participant has a chance to respond to the email, so there is no data for other tokenized fields to reference.

    To select the field within the program model:

  1. Select the Escalation Email step.
  2. Select an email template with available token placeholders.
  3. Click the placeholder and select the Survey URL field from the drop-down list.

45 Survey URL field.png

For more information on configuring the Escalation Email step, refer to Configure Model and Emails for Programs.

  • Create/Close CTA:

  1. Within the program model, select the Create CTA or Close CTA step you would like to configure with Survey fields.
  2. Type the @ symbol within the CTA Name or Comment field to pull up a list of available token fields.
  3. Select the survey field you would like to reference as a token.                                                    

46 reference as a token.png

47 reference as a token2.png

For more information on configuring CTA steps in programs, refer to Configure Model and Emails for Programs.

  • Conditional Wait:

  1. Within the program model, select the Conditional Wait step that you would like to configure with Survey fields. This must be a Conditional Wait step you have added after the Responded step that you would like to configure with Survey fields.
  2. Click to add a new Condition.
  3. Select Participant Field from the Condition drop-down list.
  4. From the Participant Field drop-down list, select the Survey Field you want to use for this condition.
  5. Complete configuring the condition.

48 Conditional Wait.png

For more information on configuring Conditional Wait steps, refer to Program: Conditional Wait.

Notes:

  • Survey Fields can only be used as part of a Program survey model. For more information on different model options for Programs, refer to Available Models for Programs.
  • The Survey Score field can only be referenced in the NPS Survey model for Programs.
  • When configuring program steps under the Not Responded branch of the Responded step, the only Survey Field available for tokenization is the Survey URL. This is because the participant has not responded, so there is no data for other Survey Fields to reference. For more information on options after the Responded step, refer to Configure Model and Emails for Programs.
  • The participant specific URL for the Survey URL field is generated upon execution of any program step that references it as a token.
  1. community icon.png Ability to apply Global Filters in Program Analytics: The Program Analytics page displays data across Programs for each customer and contact in your org. Previously, admins could view the data in out-of-the-box reports for bounce rate, unsubscribe rate, email template performance, and other data, but they were limited in their ability to filter the data displayed.

    Now, Admins can select filters for the Program Analytics page that apply to all reports on the page. To access these filters, navigate to Journey Orchestrator > Program Analytics and click the filter icon on the top-right of the page.

49 Program Analytics.png

Clicking the filter icon will open a pop-up window displaying the filters that can be applied globally.

50 filters.png

  1. Status: Filter based on Program Status.
  2. Programs: Filter based on specific Programs selected from the drop-down.
  3. Last __ days: Select a number of days. Filter based on the immediately previous number of days selected. If you select this filter, you can not select Date Range.
  4. Date range: Filter based on the selected date range. If you select this filter, you can not select Last __ days.
  5. Apply/Cancel/Clear: Select Apply to apply the filters, Cancel to undo your selection, and Clear to remove all applied Global Filters.

    When a filter is applied, text describing the filter will display next to the filter icon.

51 text describing the filter.png

Global Filters will automatically Clear if you navigate away from the Program Analytics page. For more information about this page, refer to Program Analytics: Report Across Programs.

Cockpit

  1. Display Labels in CTA Detail View: Previously, the field labels in the CTA Detail View were not customizable. End users may not have recognized the labels since they always displayed the Salesforce defined labels. With this enhancement, to make the field names more descriptive and contextual, admins are now allowed to customize/rename the display Label of the fields added to the Detail View Layout, from Administration > Calls to Action. This configuration is per CTA type and Relationship Type. Once admins define the field labels, CSMs can see the newly defined display Labels in the Cockpit > CTA Detail View.

    Note: The newly defined display labels are honored in other functionalities of Gainsight. Ex: C360, Widgets, etc.

    Use Case: For instance, a Company X has two relationships in which the usage data of Relationship Type 1 means Daily Active Users and for Relationship Type 2 is Monthly Active Users. Previously, when a CSM views the CTA Detail View from Cockpit, the field name for Usage Data in both the Relationship types was Usage Data, which is not contextual and the CSM could not exactly understand the values appearing in the Usage Data fields. But now, admins can customize the field names to make them more descriptive for CSMs to understand.  

52 Use Case Display Label Configuration.gif

  1. community icon.png Selection of "Record Types" when creating records in linked objects from Cockpit: Linked Objects allow admins to link CTAs to other Salesforce objects, whether they are standard objects, like Case or Opportunity or Contact, or custom objects. This allows CSMs to see relevant information from Salesforce records, and also update these records directly from Cockpit. The SFDC objects which have at least one field with a look up to the account will be available in the Linked Objects section to link to CTAs. Examples: SFDC Opportunity, Milestone, Cases, etc. (For more information, refer Configure CTA Linked Objects and Create CTA Forms using Linked Objects.)

    With this enhancement, while creating new records in a linked object from Cockpit, CSMs will now be able to select the Record Types defined in Salesforce. Previously, any record created in linked objects from Cockpit was always set to the Salesforce default record type. To allow CSMs to select record types from Cockpit, admins must first configure Linked Objects and then the Record Types defined in Salesforce appear in the dropdown list. This configuration is per CTA type and Relationship type.
    Note: CSMs will see the record types and the corresponding picklist values based on the settings defined in Salesforce.

    Use Case: For instance, the Salesforce admin has setup multiple record types for their Case object in SFDC, to facilitate different business processes. For example, the picklist values of the “Case Reason” vary based on the segment selected. In Record Type 1, the values defined for Segment 1 are: New Feature Request, Wrong Set-up, etc. and for Record Type 2, the values defined for Segment 2 are: Lack of Training, Didn’t understand functionality, Instructions not clear, etc. Previously, if their CSMs want to create case records on Segment 1 from Cockpit, they would also see New Feature Request (value from Segment 2), which did not make sense. This resulted in incorrect data when a report is generated. But now, CSMs can see all the record types and their respective picklist values assigned for each segment, while creating records from Cockpit, provided CSMs have access to to the selected record type.

53 Use Case.png

To Configure a Record Type in a Linked Object:

  1. Navigate to Administration > Calls to Action.
  2. In the Linked Objects section, select a CTA Type and select an object from the Linked Object dropdown list. Ex: Objects can be Case, Opportunity etc.
  3. Navigate to Detail view layout configuration section.
  4. Click the linked object sub tab, selected in the previous step. For more information about how to add linked objects to the detail view layout, refer Configure CTA Linked Objects.
  5. Click the Select Default Record Type dropdown list. You can see the list of record types configured from Salesforce, along with the Default Record Type set in Salesforce. To configure record types in Salesforce, click Create Record Types in Salesforce.
  6. Select the required record type.
  • Salesforce Default Record Type: The default record type set in Salesforce. If you wish to continue with the existing functionality, you can select this record type and deselect the Allow users to select other Record Types checkbox.
  • Gainsight Default Record Type: The record type you select from the dropdown list.

Notes:

  • If you select the Allow users to select other Record Types checkbox, CSMs/users can see all the record types in the dropdown list, along with the default types, from Cockpit.
  • The default values set for each field in the detail view layout are NOT per record type.
  1. Click SAVE.

54 Admin Config Record Type.gif

Once Admins have configured the record types, CSMs/Users can select a Record Type, while creating a new record in a linked object from Cockpit > Detail View.

55 CSM Page Record Type.gif

Notes:

  • You will not be able to create a new record, if you do not have access to to the selected record type. You may have to contact your Salesforce administrator for access rights.
  • By default, the Salesforce default record type is selected for the CTAs created from Rules, Surveys, etc., but you can still delink and select the required record types.
  1. Introducing AccountContactRelation Object in Associated Contacts: Previously, Email Assist and the Associate Contacts option in Cockpit only supported the Contact Object in Salesforce. This meant the CSM could only work on contacts present in the "Contact" object in Salesforce. However, Salesforce offers an AccountContactRelation object, in which a single contact can be tied to multiple accounts. If your org uses this object in Salesforce, CSMs will now be able to search and find the contacts associated with multiple accounts, along with the contacts on the primary account.

    Use Case: For instance, a Company X has multiple Account IDs (Sales Account ID and Technical Support ID). Once admins configure the associated contacts on the AccountContactRelation object, instead of the regular contacts object, in Gainsight. CSMs will now be able to search and see all the contacts associated with both Sales and Technical Support Accounts, provided the Company X is using AccountRelationContact object in Salesforce.

    AccountContactRelation object: is a junction object created between the account and contact objects in Salesforce. Using this object, a single contact can be tied to multiple accounts and all the contacts associated with multiple accounts are stored in this object.

    To allow CSMs to search for the contacts associated with this object from Email Assist and Associate Contacts in Cockpit, admins must first configure AccountContactRelation object, instead of the regular Contacts object, from Admin > Calls to Action > Account/Relations General Settings.

    Note: If you are not using the AccountContactRelation object in SFDC, and would like to set up this object in your org, refer Set Up Contacts to Multiple Accounts. To configure Associated contacts on AccountContactRelation object:

    Prerequisite

    You must first set up contacts to multiple accounts from Salesforce to see the AccountContactRelation object in Gainsight. For more information on how to set up contacts to multiple accounts, refer Set Up Contacts to Multiple Accounts.
    Note: Contact your Salesforce Admin for assistance.

56 Setup Multiple Contacts.gif

 Configure Associated contacts on AccountContactRelation object

  1. Navigate to Administration > Calls to Action > Account > General Settings.
  2. Click the gear/Search Configuration icon. The Associate Contacts Search Configuration screen appears.
  3. Search Fields: By default, Contact name and Email are added to this section.
  4. In the Filters section:
  1. Contact Object: By default, Contact object is selected. But, you still have the ability to select AccountContactRelation object from the dropdown list.

Note: Under Relationship tab, you will see AccountContactRelation object along with the existing Contact and Relationship Contacts objects.

  1. Account Fields: All the accounts fields in the Contact object or AccountContactRelation object or Relationship Contacts object (at relationship level) are available here.
  2. Click +FIELDS to add fields to filter criteria. At Account/Relationship level - By default, Contact Account ID = CTA Account ID is added.
  1. Click SAVE to save the configuration.

57 Associate Contacts Config.gif

Once Admins configure the Associated contacts with the AccountContactRelation object, CSMs/Users can now search and select the contacts associated with multiple accounts, from CTA Detail View and Email Assist.

58 CSM view multiple contact.gif

IMPORTANT: Once you configure the AccountRelationContact object in Gainsight, and if your Salesforce admin disables Contacts to Multiple Accounts from Salesforce, keep in mind that doing so deletes all indirect account-contact relationships. Only the associations between a contact and its primary account will remain. And within Gainsight, Admin and CSMs will see error messages on the UI, as shown below.

On Gainsight Admin page:

59 Error Message Admin.png

On Account/Relationship CTA Detail view:

60 Error Message CSM.png

Data Management

  •  New field Comments in Person Object: Gainsight Person is an object model that is used to store unique records to represent people in the real world. The Gainsight Person model uniquely identifies a Person across all their associated Companies and Relationships. Person section in C360 / R360 helps CSMs to enter details of a person and the person’s association details to companies/relationships. Comments made about that Person would be available across all contexts of Companies and Relationships that the Person is associated with. For more information on the Person, refer Gainsight Person Object Model.

    A new standard field Comments of data type Rich Text Area is added into the Person object. This is used as a default selected field in the Administration > C360/R360 Layouts > Person Configuration > Detail View page and enables CSMs to view or add any additional information about a person record in the C360 / R360 > Person section. To learn more, refer to the Comments field in C360 / R360 enhancement in the C360 / R360 section.

    To see this enhancement, navigate to Administration > Data Management > Person object > Schema as shown below:

61 Person object - Schema.png

For more information on the C360 Layout Configuration of this field, refer the enhancement in the C360 / R360 section.

Person API

Introduction to Person API: Person API is a REST API that can be used for creating and updating a single or multiple records in the Person model. This API 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. This Person API is used to integrate with any application to load data into the Person model in Gainsight. To learn more about the Person API, refer Person API Documentation.

Enhancements:

  • Changes to the Lookup configuration: The JSON structure of lookup configuration in the Person API is now changed to look as similar to Company and Custom object APIs.
  • Supporting Lookups for the custom fields: You can now add lookup configuration for the custom fields of GSID data type in the Person API. This helps you populate GSID of a record from the lookup object to custom field in the Person object model.
{
 "Name": "Pratap Kumar",
 "FirstName": "Pratap",
 "Email": "pratapkumar@gainsight.com",
 "companies": [
   {
     "CompanyName": "Gainsight",
     "IsPrimaryCompany": "true",
     "CustomObject__column1": "9234567891",
     "relationships": [
       {
         "Role": "Power User",
         "IsPrimaryCompany": "true",
         "RelationshipName": "GainsightAdmin"
       }
     ]
   }
 ],
 "lookups": {
   "companies": {
     "Company_ID": {
       "fields": {
         "CompanyName": "Name"
       },
       "lookupField": "Gsid",
       "objectName": "Company",
       "multiMatchOption": "FIRSTMATCH",
       "onNoMatch": "ERROR"
     },
     "Deskphone__gc": {
       "fields": {
         "CustomObject__column1": "Phone_num_custom_column"
       },
       "lookupField": "Gsid",
       "objectName": "custom_table_name",
       "multiMatchOption": "FIRSTMATCH",
       "onNoMatch": "ERROR"
     }
   },
   "relationships": {
     "Relationship_ID": {
       "fields": {
         "RelationshipName": "Name"
       },
       "lookupField": "Gsid",
       "objectName": "Relationship",
       "multiMatchOption": "FIRSTMATCH",
       "onNoMatch": "ERROR"
     }
   }
 }
}

In the above JSON, Deskphone__gc field is a custom field defined in the Company Person object with the import lookup pointing to Custom object and Phone_num_custom_column.

Timeline

  1. community icon.png Ability to sync Timeline Activity attachments to SFDC: Previously, if a Timeline Activity contained attachments, they did not sync to Salesforce Tasks/Events. Now, if Admins have enabled syncing to SFDC, the activity attachments will be stored in Salesforce as Notes & Attachments. Users can attach files such as Microsoft® Office documents, Adobe® PDFs, and images to activities.

    Note: This feature only applies to new activities with attachments. Existing activities with attachments will not be synced automatically, but users can manually update them and save.

    Enable Activity Attachment Sync to Salesforce

To enable attachment syncing, perform the following steps:

  1. Navigate to Administration > Activities and Timeline > ACTIVITY SYNC tab.

  2. In the General Settings section, select Sync To as Salesforce Events or Tasks according to your business needs.

  3. Select Sync Frequency as Real Time Sync. If you want to schedule the sync activity, select the Scheduled option.
    Note: In Real Time Sync, activities will be synced to Salesforce within 5-10 seconds along with the attachments.

  4. Enable the Sync attachments to salesforce option. The following message is displayed.

  5. Click YES. Enabling this option will start syncing the attachments associated with the Timeline activities to Salesforce.

     

63 Timeline activities to Salesforce.gif

Limitation in Salesforce for attachment Real Time Sync:

  • In Salesforce Classic, the size limit for an email message, including attachments, must not exceed 25 MB.
  • The file size limit for Chatter feed attachments is 2 GB.
  • The following file extensions: .htm, .html, .htt, .htx, .mhtm, .mhtml, .shtm, .shtml, .acgi, or .svg cannot be uploaded as attachment.
  1. [IMPORTANT] Click SAVE to apply the changes.

Add Activity Attachments and View in Salesforce

  1. Navigate to Customer > [Click on any Customer] > Timeline tab > +ACTIVITY > [Select Type] (Here, it is Update).

  2. Enter the required information in the edit form and attach a file of not more that 25 MB.
    Note: Gainsight allows you to upload maximum 30 MB-file. If attachments sync to salesforce is enabled, you can sync only 25 MB-file to Salesforce with real-time sync option. With scheduled sync, maximum of 10 MB-file can be synced to Salesforce.

  3. Provide all the other required information such as Note, Activity date, Remarks, (optional) etc.

64 create activity and attach file2.gif

  1. Click LOG.
  2. Click the Refresh the Data icon
  3. Check whether the activity is posted on Timeline (along with the attachments) Notes and Attachments section in the SFDC
  4. Navigate to Customer > C360 of any customer.
  5. Click on the three dots > View Account.

64 Timeline activities update.gif

You can see the attachments under the Notes & Attachments section.

You can edit, View, or Delete any attachments from here. If you delete the same attachments from the Timeline page, then the attachments will no longer be available on the Salesforce Account.

If your an activity’s attachments exceed 30 MB, they will not get synced. The activity will sync without the attachment.

  1. Create Report to export GS Error Logs: If mandatory fields are missed by end-users, then error logs will be stored in GS Error Logs. Errors from Manual, Scheduled, and Real-time sync are logged in  as 'GS Error Logs'. When there are mistakes in configuration, for example when you forget to mention the end Date Time while creating any activity for the purpose of mapping and event remains incomplete in SFDC. This is mandatory to complete tasks/events without errors. Admins can now create a report to export these error logs.

64 Create Report to export GS Error Logs.png

Perform the following steps to generate the report.

  1. Navigate to Administration > Report Builder > +REPORT.
    Or,
    Navigate to Administrations > Activities and Timeline > ACTIVITY SYNC tab > Click on the report mentioned in the Note under the General Settings section as shown in the following image.

65 Create Report to export GS Error Logs - report.png

  1. Select GS Error Logs as source object.
  2. Add the following in the Show me section:
    Show me: Area Name, Created Date, Entity Type, Message, Name, and Exception Type.
  3. Click RUN. The report is displayed.

66 Create Report to export GS Error Logs -REPORTs.gif

  1. Click on the gear icon and select the Export as Excel option to download the list of errors from Manual, Scheduled, and Real-time sync are logged in 'GS Error Logs'.

67 Export as Excel .png
New Features

Person

Add Bulk Person records in Admin Configuration: Gainsight Person is an object model that is used to store unique records to represent people in the real world. Earlier, Bionic Rule action types, Load to Company Person and Load to Relationship Person, were the only channels to ingest person records into the Person object model. In these actions, you could collect Person records from other SFDC/Gainsight objects only. To make the admin’s job easier, bulk person records can now be inserted/updated from a CSV file into the Person object model directly.

To use this feature, navigate to Administration > Person > UPLOAD. There are four sections in this page as listed below:

  • Upload CSV File: In this section, you can browse and upload CSV file having person records and configure the CSV Properties.
  • Person Mapping: In this section, you can perform mappings between source CSV headers and fields from the Person object. Mapping Name (either First Name, Last Name, Name) and Email is mandatory in this section.
  • Associate People To Companies: In this section, you can perform mappings between source CSV headers and fields from the Company Person object. Performing Derived Mapping for Company ID field is mandatory in this section to associate person records with companies.
  • Associate People To Relationships:  In this section, you can perform mappings between source CSV headers and fields from the Relationship Person object. Performing Derived Mapping for Relationship ID field is mandatory in this section to associate person records with Relationships.

68 Admin _ Person.png

To Upload bulk person records:

  1. Prerequisite: Make sure that the Company and/or Relationship records that you want to associate to person records are already loaded into the Gainsight Company and Relationship objects.
  2. Navigate to Administration > Person > Upload.
  3. Browse to a csv file that has person records and upload.
  4. Check the default CSV Properties and update per your requirements.
  5. Perform configurations in the following sections in a sequence:
    1. Person Mapping: Mapping the Email fields, plus either First Name, Last Name, or Name is required in this section.
    2. Associate People to Companies: Perform the required field mappings in this section to associate a person to the companies. Fetching Company ID using Lookup configuration is mandatory in this section.
    3. Associate People to Relationships: If you want to associate person records to the Relationships, Perform the required field mappings in this section. Fetching Company ID and Relationship ID using Lookup configuration is mandatory in this section.

For step-by-step instructions, refer Uploading Person Records into Gainsight.

Gainsight Analyzer

Business results are directly tied to application performance. But how do you quickly identify the root cause of performance issues in the face of overwhelming complexity? Admins can now identify and analyze various causes of failures or inefficiencies in performance of the application with just a few clicks by using Gainsight Analyzer. This new feature enables admins to quickly identify, isolate, and remediate any performance issue that impacts the user experience. Gainsight Analyzer also allows the admins to compare the performances. Navigate to Administration > Operations > Instance Analyzer to access this feature as shown below.

69 Analyzer.gif

Following are some of the key benefits that Gainsight Analyzer offers:

  • Helps organization/admins in bridging the gap by identifying the issues and areas of improvement.
  • Helps improving the performance of the applications (Rules, Scorecard, Objects, Reports etc.)
  • Makes it easy for the admins to manage the issues and debug them
  • Measures application performance from the perspective of the business user
  • Helps in developing capabilities for comparing application performance and provides insights to improve performance.
  • Helps in identifying parts of the issues that cause the deterioration of the application performance
  • Help in improving the quality of the end-user experience

For more information about Gainsight Analyzer and its key features, refer to the Gainsight Analyzer (path).

INFORMATION: Click here to register for Gainsight Analyzer Webinar on 14th November 2018 at 8:30 AM - 9 AM (PT).

Note: If you can't make it, register anyway, and we'll send you the recording after! 

Components Introduced and Modified in 5.20 Release

With this release, Gainsight has replaced the PersonConfig.page with the Person.page. You can also find the newly introduced Upload tab on the Person.page.

Permission Sets Added in 5.20 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. The following table lists the components for which the Admin, Standard, Read-only, and/or Special permission sets are updated in this release.

Page Name Permission Sets
Gainsight Admin Gainsight Standard Gainsight Special Gainsight Limited Gainsight Viewer
Person.page Yes No No No No

The newly introduced Person.page, can be accessed only with the Gainsight Admin permission set.

Issues Addressed

Reporting

  • Dashboard Export Scheduling in Share as PPT does not show any data in PPT, to the recipients: Previously, when you schedule to share a dashboard as PPT via email, the recipients received the email but the PPT contains no data or it has only the first slide. This issue is now resolved and the recipients can see all the slides in the PPT.

  • community icon.png Customer colors not being honored when report is run on lookup object: Previously, the custom colors were not honored in the reports built on a lookup object. But, the colors are honored when a report is directly built on the object which has custom colors configured. This issue is now resolved and custom colors are honored when a report is built on a lookup object.  

  • community icon.png Chart colors are not honoring color palette colors, instead they are honoring scorecard colors: Previously, the colors in the report were not honoring color palette colors. Instead, it was pulling colors from scorecard colour configuration. This behaviour is also seen in the reports built on dataspaces too. This issue is now resolved and fixed.

  • Custom Colors not honoring for picklist in reports and displaying different color: Previously, the custom colors assigned to the picklist fields were not shown in the reports. Instead, it was displaying different colors. This issue is now resolved.

  • Report Builder: Long text fields are not showing in the report drill down when report on sfdc object: Previously, when you build a report on SFDC Object, long text fields were not shown in the report drill-down view. For instance,  you have a long text field in the Account object and when you build a report on Opportunity object, and try to search for the long text field under Account in the drill-down view, you will not find the long text field. But, if you build a report on the Account object directly, you could find the long text field in the drill-down view. This issue is now resolved.  

  • Global Filter Dashboard not showing all the reports associated to it: Global Filters in a Dashboard didn’t display all the selected reports, on the Map the fields window. This issue is now resolved and you can see all the reports associated with the filter.

  • Unable to edit dashboard global filter, after saving: Previously, you could not edit few global filters, once they are saved. This issue was occuring only when you use picklist field as reference and has no values in it. This issue has been resolved now.

  • Report builder not displaying 2 decimal point when multiple currencies are enabled in SFDC: Previously, reports with currency data type fields didn’t display 2 decimal point for the currency values and was trimming zero (0) from the decimal, even after setting the decimal places to 2. This issue occurred only when multiple currencies are enabled in SFDC. This issue has been resolved now.  

  • Drill-down is not showing data on clicking on NA (which is NULL) in case of date/datetime data type: Previously, when you click drill-down in reports with Date/Datetime data types in By fields section, always displayed No Data Found. This issue is now resolved.

  • Global-filters added to the Dashboard don’t save for the first time if a new report added: Previously, when a report is added to the existing dashboard which has at least one global filter, and then adding this report to the Global filter and saving it, will not add this report to the global filter, until you edit and save the global filter and dashboard. This issue is fixed now, and when a report is added to the global filter will save for the first time.

  • Report show irrelevant character when GSID is used in report export: Previously, when you export a report which has GSID fields in it, the header of the GSID field in the exported CSV shows irrelevant characters. This issue has been resolved now.

  • Report showing decimal notation for entities that could not possibly have a decimal value: Report Builder displays decimal notation for entities (fields) that could not possibly have a decimal value. This issue has been resolved now.

  • Pivoted CSV export is failing if picklist field present: Previously, CSV exports failed if picklist fields were added to Show me and pivot applied in By. This issue is resolved, and you can now export pivoted CSVs with picklist fields.

  • Unable to apply custom colors to the fields of data spaces: When you select a data space and try to apply custom colors to the fields in the data space, the fields are not displayed and says “No fields to display”. Custom colors configuration doesn’t support for dataspaces. But, if you have defined colors to the fields at object level, the report builder honors the colors, when a report is built on data spaces. For instance, you created a dataspace called CTA using fields from objects A, B and CallsToAction, and defined a custom color in CallsToAction object. And now, when you build a report on the dataspace CTA, the custom colors defined in CallsToAction are honored in Reporting.

  • In reports, legends are getting truncate in pie charts: Previously, the legends in pie charts were getting truncate at the end. This issue is fixed, and you can now see the complete legend name in pie charts.

Cockpit

  • Cockpit email assist needs to be implemented with case insensitive validation: Email assist doesn’t allow users to send emails, and displays an error message “The following recipient(s) would bounce. Remove these recipient(s) before sending the email”, if the recipient’s email address is in lowercase. This issue has been resolved now.

  • Bounced Error message is not displayed when "From"(current logged in user) email address is blacklisted: Previously, users were unable to determine why emails are not sent from email assist when there is no bounce email error message displayed. Instead, system throws a blank red colored layout on the email assist. This issue occurred if "from" email address (current logged in user) is blacklisted. This issue has been resolved now and you can see an error message if your email address is blacklisted.

  • Unable to update the data when task object is linked as an associated object to CTA: Previously, when you associate CSTask object to Call to Action via Linked objects in admin. And, later if you create a CTA via rules, and try to edit the CSTask layout from Cockpit, the system doesn't allow you to save the changes and keep throwing an error message "Task subject cannot be empty", though the subject is available. This issue is fixed now.

  • Picklist field in linked object is not filtering values based on Record Types: Previously, when you create a record in linked objects, the picklist values shown in the CTA detail view are not filtered as per the record types defined in Salesforce. Instead, displays additional picklist values which are not included in the picklist field. This issue is now resolved, you can now see the correct picklist values based on the record types.   

C360/R360

  • UI issue in usage tab of C360 page: Previously, the options in the drop-down menu of the Usage tab, overlapped each other. This issue is now resolved and the drop down menu options of the Usage tab do not overlap.

  • Display issue for close icon in R360 page: Previously, the close icon for text fields displayed inappropriately. This issue is now resolved and the close icon is displayed accurately.

  • C360 view broken in mobile app: Previously, the C360 page had display issues, when viewed from the mobile app. This issue is now resolved and you can view C360 from mobile app, without any issues.

  • Inconsistent number formatting in Summary section: Previously, the Summary section of C360 and R360 pages displayed numerical data in an inconsistent format, across widgets and the right pane. This issue is now resolved and you can find numeric data in same format on the Summary section.

  • Unable to use the follow option in C360 page: Previously, the Follow option on the C360 page did not function as expected. This issue is now resolved and the follow option works as expected.

  • Fields with Rich text area displayed HTML tags: Previously, when you edited fields with Rich text area data type, HTML tags were displayed when you tried to save your changes. This issue is now resolved.

  • Unable to create Relationships in Lightning view: Previously, when you tried to create a relationship from the Relationship section of the C360 page, (in Salesforce Lightning view), the Page RelationshipForm does not exist error was displayed. This issue is now resolved and you can now create relationships from the Relationship section of C360.

Scorecards

  • Scorecard Mass edit report displayed decimal values, when decimal option was not enabled: Previously, the Scorecard mass edit report displayed numerical data as floating point numbers, even if the decimal display was disabled. This issue is now resolved.
  • Habits report displayed inaccurate data: Previously, Scorecard habits report did not display data for NA values, even though the tabular format displayed data. This issue is now resolved and habits report displays accurate values.

Known Issues

Reporting

  • Report Builder throws error when a report is created on custom object: When you create a report on a custom object which has a lookup to standard object: Company or Relationship, and try to pull a field from another standard object: Scoring Schema Definition, Scorecard Fact etc., the report builder throws an error “Server Error Occurred, Please Contact Support, Message: Internal Server Error”. This issue occurs with all the standard objects except the Company or Relationship.
    Reason: This issue occurred because a field is pulled from another standard object: Scoring Schema Definition, Scorecard Fact etc., via Company or Relationship objects.

    Resolution/Work around: Create a custom field on Company or Relationship object and load data from the field which you are trying to fetch from Standard Objects like: Scoring Schema Definition, Scorecard Fact etc. to the custom field by creating a rule. To create a rule on Company or Relationship object, click here.  

Surveys

  • Survey 1.0 displays error message when saving after previous save failed: Attempting to save a Surveys 1.0 survey will sometimes generate an error message after a partial save for the survey has failed. The error message states,  'Participant ID is required.’

Journey Orchestrator

  • Boolean and Date Fields are syncing as String fields when coming in to the Participant object: Previously, when Boolean and Date fields were added as Participant fields, they would sync as String fields. This issue has been resolved, and the Boolean and Date fields now sync as expected in the Participant object.

  • Paused program participants display as Dropped in Snapshot view: Previously, when participants with the Paused status would display in the Snapshot view, they would sometimes display as if they had the Dropped Status. This has now been resolved, and Paused participants now display as expected in the Snapshot view.
     

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