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Gainsight Inc.

Release Notes Version 6.2 April 2019

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

Gainsight Release Notes Version 6.2 contains the following subsections:

  1. Notifications section describes important changes to the application that are implemented now or will be in the near future.

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

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

  7. 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.

Note: V6.1 was used for a one-off customer release, and there are no 6.1 release notes.

Notifications

Surveys

Survey 2.0 and NPS 2.0 features will no longer carry the beta tag after this release.

Important: Gainsight strongly recommends customers use Survey 2.0 instead of Survey 1.0 while creating surveys. Gainsight plans to deprecate the Survey 1.0 feature in the future, and more details about the timeline will be shared soon. Gainsight also recommends that Admins begin reviewing existing surveys to look for opportunities to migrate 1.0 surveys that have a status of Draft, Active, or Closed to Survey 2.0 using the 1.0 to 2.0 Survey migration utility.

New Features  

Surveys

SurveyMonkey integration with Gainsight Surveys

With this release, Admins can now integrate SurveyMonkey with Gainsight to import and analyze survey responses. Gainsight users can then derive more customer insights from these survey responses and transform them into actionable steps.

After you configure the integration from Administration > Operations > Connectors 2.0 > CONNECTORS tab, navigate to the Survey 2.0 page to access this feature.

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For more information on how to integrate SurveyMonkey with Gainsight, refer to SurveyMonkey Integration article.

In the following image, you can see the Import from SurveyMonkey option when you click +. The SurveyMonkey logo below the Survey Name identifies the surveys which are imported from SurveyMonkey.

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3..pngImport Third Party NPS Responses to Survey 2.0

With this release, Admins can now upload CSV files to import Third Party NPS responses to Gainsight Survey 2.0, and analyze the NPS responses in the NPS Analytics tab. Gainsight users can then derive more customer insights from these NPS responses and transform them into actionable steps, like Create Rules and trigger CTAs.

Navigate to NPS 2.0 page to access this feature. For more information on the NPS 2.0 page, refer to NPS 2.0 Overview. For more information on how to import the Third Party NPS responses to Gainsight Survey 2.0, refer to Import Third Party NPS Response to Survey 2.0 article.

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Enhancements

Surveys (1.0/2.0)

With Surveys, you can create highly customized surveys that capture customer insights and transform 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. Ability to Refresh the Distribution metrics in Distribute and Analyze tabs of Survey 1.0 : With this release, you can now refresh the distribution metrics in Distribute and Analyze tabs of Survey 1.0. This option is available only if you select Journey Orchestrator as your email service. On clicking the Refresh icon, the distribution metrics will be updated. The metrics refresh is an async operation and may take several minutes. You can also view the distribution metric’s last updated date and time.

    Note: Response metrics are calculated in real time. The Distribution metrics i.e. Sent, Not Responded and Undelivered metrics are calculated once for every 3 hours.

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  1. Ability to Reset Survey Flattening in Survey 2.0 Analyze page: Survey response data is spread across several objects. Survey Flattening places this information into a single Gainsight object formatted with survey respondents in rows and each question in its own column to allow for easy reporting and insights into survey data. For more information, refer to Survey Flattening Overview. Post 6.2 April Release upgrade, you can reset the survey flattening data on the Survey 2.0 Analyze page. Once you click Reset Flattening, the survey flattened data will be re-populated for that specific survey. This is an async operation and user will be notified about its completion via mail.

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Once the data is reloaded, you will receive an email notification.

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  1. Migrate Active Surveys from 1.0 to 2.0: Previously, admins were only able to migrate Draft and Closed surveys from the Surveys 1.0 feature to the Surveys 2.0 feature. With this enhancement, admins can migrate Active surveys and their data with one click. For step-by-step instructions on migrating surveys, refer to Migrating Surveys 1.0 to 2.0.

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(Note: The following new enhancement was added in the 6.2.2 patch release on April 23, 2019.)

  1. Migrate external NPS responses from Survey 1.0 to NPS 2.0: With this enhancement, admins can now migrate imported external NPS responses from Survey 1.0 to NPS 2.0.

    To use this enhancement:
     
    • Navigate to Administration > Surveys > NPS Survey Master.
    • Click MIGRATE EXTERNAL NPS. The External NPS Migration to Survey 2.0 window appears.
    • Select the Survey that you want to migrate.

      Notes:
      • You can select a single survey, multiple surveys or you can select all the surveys.
      • The survey which is already migrated, can be identified with Migrated status.

Migrate status [2].png

  1. Click MIGRATE.

Migrate.gif

After the migration is complete, the logged in user will receive an email confirmation and can see the migrated NPS responses in the NPS 2.0 tab.

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Gainsight Data Management

Gainsight administrators can create and manage the Gainsight Objects in the Data Management page. As an analogy, a Gainsight Object and its field(s) can be thought of as a database table and its columns.

  1. Ability to Auto validate and Test Formula fields Previously, when you created a formula field, you had to manually click the VALIDATE button each time you made a change to the syntax. There was no provision for verifying the results of formula fields within GDM.

    However, with this release the VALIDATE button is removed from the UI. Formulas are now auto validated. If you enter a formula with the wrong syntax, you cannot save it. A TEST FORMULA button is introduced to verify the results of the formula by providing values.

To use this enhancement:

  1. Navigate to Administration > Operations > Data Management.

  2. Select the object on which you want to create formula field.

  3. Click ADD FIELD.

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  1. From the Data Type drop-down menu, select Number.

  2. Select the Calculated Field check box.

  3. Click CREATE FORMULA.

You will receive an error message while trying to auto save a formula with incorrect syntax.

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Use Test Formula function

  1. Select the operators, operands, and braces as shown in the below image to form a formula field and click SAVE. The following formula is used to calculate Lifetime value (LTV) of a customer.

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  1. Click TEST FORMULA to verify if the expression is evaluated correctly.

  2. Enter sample values in the fields and click TEST.

12. Test formula.gif

Reports

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

  1. Introducing “Includes” Operator in Filters: Previously, in Report Builder, you may have had to apply multiple filters and use advanced logic to filter a report with multiple values for a single field. But, with this release, the filter component is enhanced with an “Includes” operator, which allows you to filter the report with multiple values on a single field, in the same filter. The multiple values selected are treated as an “OR” condition.

    You can apply “Includes” operator on the following data types:
  • String
  • Email
  • GSID and SFDC ID

15. Includes Operator.gif

If you want to apply Includes operator on a String data type, type/add the required value, and then press Tab to add the next value to the filter.

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Limitation: You can add a maximum of 10 values per filter.

Use Cases:

  • As a CSM, you may have to filter a report on your dashboard for companies like "Starbucks, Walmart and Disney", you can achieve this by using a single filter called INCLUDES, without having to use multiple filters and advanced logic.

  • As a CSM Manager, you may have to filter a report for all CSMs you are interested in, you can achieve this by using a single filter in report builder.

Once you apply the “Includes operator on a report, and add this report to a dashboard, CSMs will be able to see the “Includes operator on Gainsight Home as well. The “Includes” operator enables the CSMs to add new values or remove the existing values for a field in single filter.

Note: You can see Includes operator in all the other functionalities (Cockpit, Rules etc.) of Gainsight, which use this filter component.

17. Includes in Home.gif

  1. community logo.pngServer Side Sorting in Tabular Reports: Previously, when you sorted the records in a report, it only applied the sort to the records in the browser. With this enhancement, Sorting is moved to the Server side, so that sorting occurs on the entire dataset, not just on the data in the browser. Server side sorting is available for all Tabular reports.


Notes: 

  • Server Side Sorting is also applicable for Drill Down reports.
  • Server Side Sorting is applicable in all the consumption areas. Example: GS Home, C360, etc.


Limitation: Server Side Sorting happens on the resultant data displayed after pivoting the reports.

18. Sort Server Side.gif

  1. community logo.pngServer Side Column Search for Row Grouped Reports: Previously, for the row grouped reports, column search was limited to the records available on the browser (based on the report read limit configured in your org). With this enhancement, Row grouped tabular reports are now enabled with Server side search, where you can search for the records on the entire dataset in the Server side.

    Note: Server Side Column Search on Row Grouped Reports is applicable in all the consumption areas. Example: GS Home, C360, etc.

    Limitation: Pivoted tabular reports will search for the records only from the browser, and other tabular reports will have server side.

19. Search Server Side.gif

  1. community logo.pngPersist Column width for Tables and Drill Down Reports: Previously, in the report page and drill down page, when you modified the column width in tabular reports, the column width reverted to the original state after saving the report. With this enhancement, the column width persists in tabular reports, both in the report page and drill down page.

    Limitation: For pivoted reports, column width persistence is allowed only on the non-pivoted columns.

    Below are sample snapshots from Report and Drill Down pages:

    Report Page View

20.Table width.gif
     
    Drill Down View

21. Table width Drill down.gif

  1. community logo.pngPersist Column Order in Drill Down Reports: Previously, in the drill down page, when you changed the column order, the column order reverted to the original state, after saving the report. With this enhancement, the column order persists in drill down pages.

22. Table column Drill down.gif

  1. Persist Renamed field value in Drill Down reports: Previously, in the Report Builder page, when you renamed/changed the field name in the Show me/By section, the renamed field values were not shown in Drill Down reports. With this release, the renamed field values are available in Drill Down reports as well.

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Dashboards

The Gainsight Home dashboards are customized to display sets of reports for stakeholders, including individual CSMs, managers, executives, and boards of directors. Admins must configure dashboards within Administration > Dashboard Builder.

  1. community logo.pngAbility to select all reports to include them in a Global Filter: Previously, Global Filters in the Dashboard Builder page did not allow admins to select all of the reports at once. With this release, you can select all of the reports with a single click, using the checkbox in the search bar.

24. Dashboard single select.gif

You can also search for the report name or object name, and select the checkbox to select all of the reports that match your search results. In the example below, when you search for the keyword USP, and then select the checkbox, all the reports containing USP in the report names are selected.  

25. Search and Select.gif

  1. Ability to Clear Settings/Filters when Global Filters are applied: Previously, when a Dashboard contained a Global Filter, the option to Clear Settings/Filters was not available on the Gainsight Home page. With this enhancement, users can now Clear Settings/Filters on the dashboard on the Gainsight Home page. Clicking the Clear Settings/Filters will restore the report to the original state (as admin created).

26. Clear Settings.png

  1. Ability to Clone a Dashboard with Global Filters: Previously, in Dashboard Builder, when you Duplicated a dashboard containing a global filter, you could not clone the global filter. With this enhancement, when you Duplicate a dashboard, you will now see all the global filters are also cloned to the new dashboard.

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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? The Gainsight Analyzer monitors various causes of failures or inefficiencies in performance of the application, so you can quickly identify, isolate, and remediate any performance issue that impacts the user experience by following the recommended actions to improve performance. You can watch this 30-min. video for an intro to the Analyzer!

Rules Analyzer

Rules Analyzer enables Gainsight Admins to identify the rules which cause failures or inefficiencies in performance. It also includes recommended actions to improve performance. This helps Gainsight Admins to analyze which Rules are broken and need debugging.

Bulk Scan

Bulk Scan in Rules Analyzer on assets to get error information: This feature now enables Admins to perform a quick scan across the instance to assess the health of the instance by checking for critical errors, and to fix issues of one kind all at once. In the future, you will also be able to schedule the scan at regular intervals to notify admins about critical errors.

To perform the Bulk scan,

  1. Navigate to Administration > Gainsight Analyzer > Rules Analyzer > Scan tab.

  2. Click Bulk Scan to what are the scan points under data quality or under performance/manageability.

  3. Select the scan points that you want to run.

  4. Click Bulk Scan. This runs all your active and scheduled rules.

  5. Provide one or more valid email addresses whom you want to send a copy of the results.

  6. Click CONFIRM. The result will be sent to the email. The same result can also be viewed in the Scan History tab.

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Note: Scan will be completed and Admin will be notified via inputted email along with a spreadsheet of scan results. You can also access the history of bulk scans to re-download the report.

Optimizer(Beta)

Initially, the preliminary version of the Optimizer feature helped Gainsight Admins to analyze and optimize the active rules in their Org. This feature is now enhanced. The enhanced version of this feature enables admins to convert Custom Rules automatically into a single Bionic Rule. Upgrade the existing configuration to use this feature to optimize where you can convert Custom Rules (single task) to Bionic Rules (single task).

Key Benefits

The Optimizer feature evaluates how your company uses the Rules Engine feature, then identifies ways that you can improve your implementation. It is the fastest and most effective way to get insights about rules coupled with recommendations on converting them into a single rule. Following are some of the key benefits:

  • Helps customers convert/migrate Custom Rule to Bionic Rules

  • Increases productivity of admins

  • Drives Gainsight usage

  • Improves User Experience

OPTIMIZER is divided into three different tabs/sections:

  • Consolidate

  • Custom to Bionic

  • Other Recommendation

For more information, refer to the Optimizer section in the Rules Analyzer Admin Guide.

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Object Analyzer

Object Analyzer scans all of the Objects in the instance and provides insights to improve performance.

Data Flow Diagram at Field Level

This feature enables admins to perform an instance review or diagnose a data quality issue and finally create configuration documentation quickly. In this release, DFD has been enhanced at field level. Perform the following steps to use this enhancement:

  1. Navigate to Object Analyzer > Data Flow Diagram.

  2. Select an object.

  3. Click GO.

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  1. Double click on the object to view the list of fields.

  2. Select any field to redraw the diagram as shown in the following image.

67. Field Level in DFD.gif

  1. Click on details to learn more about the field.

68. detail view of Field Level in DFD.gif

Note: Clicking details for any field displays a table that includes the information about the field and how the field is used in each rule. For example, a field is used as part of Show Filed, Action, or Merge etc.

Configuration Home

This is the place where you can understand what was configured in the org. For example, how many MDA objects are present, how many reports/dataspaces are available, if the Scorecards feature is configured and so on. This feature can be used as a snapshot to understand what all features a customer is using and what are the features that the customer is not using at all. This feature is extremely helpful for all the admins, especially for the new admins to understand what features are there in the org.

This feature can also be used as a validation for migration. After you migrate, you can navigate to this page in the org to ensure that the counts are same as they were before migration, which means the migration was done successfully and there are no gaps.

  1. Navigate to Configuration Home(Beta) where you see the Index List that covers all the features of Gainsight.

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  1. Click on the feature listed under the Index list section to see the counts.

Rules Engine

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

  1. pasted image 0 (1).pngAbility to Create Folders in Rules Engine: With this release, you can create folders in Rules Engine to organize your Rules. All the folders are displayed in the left pane on the Rules List page. The folder to which a Rule belongs to is displayed against the Rule Name. By default, Gainsight provides you a folder known as Uncategorized. All the existing Rules are part of this folder, by default. You can neither modify the name of this folder nor delete it.

28. pasted image 0.png

You can create new folders and move the existing rules into the new folder. You can nest a folder in another folder; up to a single level of nesting is allowed. You cannot create folders in the default Uncategorized folder. You can perform the following tasks with folders.

  1. Create Folder

    To create a new folder:

    1. Click the + icon.

    2. (Optional) Select the folder under which you want to nest this folder.

    3. In the Folder Name field, enter a name for the folder.

    4. Click ADD.

29. Create folder.gif

The above image illustrates the maximum level of folder nesting. A folder nested under another folder (and not directly under the Home folder), can have the same name as its parent folder. However, two custom folders which exist at the same level under the Home folder cannot have the same name.

  1. Move Rules to Folder

    Once you create a folder, you can move the Rules into the newly created folder. A rule cannot be part of multiple folders. To move the rules to a folder:

    1. Select the check box for the required rule(s).

    2. From the MOVE TO folder, select the required folder.

    3. Click OK.

31. Move rule.gif

  1. Delete Folders

    You can delete a folder if it has no other sub folders under it or does not hold any Rules. You cannot delete the Uncategorized folder. To delete a folder, select the required folder and click the delete icon.

Delete Scorecards.gif

  1. Folder for new Rules

    The New Rule page is now updated with the Folder field. You can now select a folder for the new rule. If no folder is selected, the Rule is moved to the Uncategorized folder.

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  1. Integration of Gainsight Analyzer with Rules Engine: Previously, to scan a rule you needed to navigate to the Gainsight Analyzer page. However, with this enhancement you can now scan rules from the Rules list page. A new scan icon has been introduced for every rule to accomplish this.  

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When you click the scan icon for a rule, you are navigated to the Rules Analyzer page and you can view the scan results for that particular rule.

Scan results.gif

You can also scan a rule from the Rule Preview page.

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  1. community logo.pngAbility to Archive files in S3 Bucket: Previously, a file stored in the S3 bucket remained there even after it was used in a rule execution. You had to either manually delete it or replace it before the next execution.

    However, with this release Gainsight provides you the option to archive the used files. A Do Not Archive check box has been introduced. When you do not select this check box, used files are automatically moved to an archive folder. The Archived File Path field is also introduced as a part of this enhancement. You must specify a path for the archived folder. A new folder is created in the specified path.

37. Archive.gif

By default, the archived folder is created at the same level at which the source file is located. For example, if your source CSV file is located immediately in the S3 bucket and not nested in any folder, the archived folder is created at the immediate level in S3 bucket. If your source CSV file is nested in a folder, the archived folder is also created at the nested level. You can modify the default path, if required.

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IMPORTANT:

  • By default, the Do Not Archive check box is selected. You must clear the check box to archive files.

  • For a custom bucket, Gainsight must have the required permissions to create a folder in your S3 bucket. If Gainsight does not have the required permissions, the rule is executed but the archive folder is not created.
     

  1. Ability to use “Includes” operator for String fields: Previously, you could not use the Includes operator on String fields, while applying filters in a Dataset. As a result, you had to include the required string field multiple times in the filter section for each option to be filtered. For example, in the Name field of the Company object, if you wanted to filter data for three names, you had to add the Name field thrice to the filters section.

    However, with this release Gainsight has introduced the Includes operator for filtering. You can use this operator to include multiple filter values in a single filter. This enhancement is applicable only for MDA objects.

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Journey Orchestrator

Journey Orchestrator can simultaneously analyze multiple sources of customer data to uncover the trends that affect your customers’ success. Then you can orchestrate dynamic, multi-step journeys that adjust to each customer to create effective, personalized engagement at scale. For more information, refer to the Journey Orchestrator & Automated Email Overview article.

  1. community logo.pngAbility to Modify Conditional Wait Conditions Post Publish: Previously, you could not modify the conditions of the Conditional Wait once the Program was published. With this release, you can now edit, add, and delete the conditions of the Conditional Wait, even after the Program is published. However, you cannot modify the Events and Time Limit sections in the Conditional Wait. If any new conditions are added, then you can apply or modify the Advanced Logic.

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  1. Ability to Execute Single Step Journey at once rather than through Orchestration Engine: With this release, the execution of the Single Step journey in a program is enhanced on the backend and is faster as a result. The single step execution is only applicable for the Email Chain model and the email step (Not applicable for create CTA).

    Note: There is no change in the UI perspective for this enhancement.

    The snapshot of a single step journey is shown below:

41. Single Step.png

  1. Addition of User Type in Programs in Parity with Outreaches: With this release, you can create Programs with the User Type. This brings Programs to closer parity with Outreaches. You can now select User Type in the Program Details section to create programs targeting communications and workflows to internal users, so that the organization can achieve business outcomes. However, if you select User type, only the Email Chain model is available in the Program Model section.

    Following are a few use cases that address distributing reports to internal users which contain data from multiple account records:

  • Admins can build a report of all your customers who are at risk, and then embed the report in an email to their CSMs. 
  • Admins can build a report on customers with an upcoming renewal date, and then embed the report in an email and send it to the sales team. 

42. User Strategy.gif

Scorecards

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

  1. community logo.pngAbility to move Measures into Measure Groups: Previously, on the Scorecard configuration page, you could only move the Measures from one group to another. However, you could not move an individual Measure which was not part of a group, into another Measure Group. With this release, in the Configure Area section, you can now directly drag and drop individual Measures into the Measure Groups and vice versa.

Measures into Measure Groups.gif

  1. 43..pngImproved Scorecard Rules Execution Excel: Previously, in the Rules Execution Excel sheet only the GSID’s of the Company, Scorecard, Measure, Current Score, Previous Score are displayed in the sheet. With this release, to avoid confusion about GSID, it is replaced with the name, except for the Company/Relationship ID column. For example; Company Name, Scorecard Name, Current Score, Current Label, Previous Score, etc.

    Note: Currently, this improvement is only applicable to the Set Score 2.0 action type, and not yet implemented in the Load to Scorecard History action type.

46. Improved Scorecard Rules Execution Excel.gif

  1. Ability to modify Manual Measure to an Automated Measure and Vice Versa: With this release, you can now modify the Measure Type from Manual to Automated and vice versa, by clicking the Edit icon on the Measures page.  

47. Manual Measure to an Automated Measur.gif

  1. Increase of History Bars in Summary View: With this release, the Summary View History Bars have increased from 12 to 18 to view the history of the customers for the last 18 weeks.  

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  1. New Configure Weights Screen: With this release, a new % Contribution (Group) column is added to the Configure Weights screen to determine the contribution of the Measures weight for the respective groups.

    Note: This column is only displayed when you add Measure Groups to the Scorecard.

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  1. Filters only Display the Schemes Used in Scorecards while Generating Unified Mass Edit Report: With this release, only the Scheme Types which are used in the Scorecards are displayed while generating the Unified Mass Edit Report. For example, if only Numeric and Color Scheme Types are used in the Scorecards for generating report then only those two Scheme Types are displayed in the Filter, instead of displaying all the Scheme Types.

50. Filters only Display the Schemes Used in Scorecards while Generating Unified Mass Edit Report.gif

  1. Ability to Handle the Case of Measure Score N/A when Displaying % Contribution in Summary View: Previously, the percentage contribution of each Measure to an overall score, defined in the Configure weights screen, was directly displayed in the Summary View of the C360 page of that customer. With this release, if the Measure has no score, then that Measure is not considered. However, based on the scores of other Measure weights, the percentage contribution of the overall score is calculated dynamically.

51. Case of Measure Score N-A.gif

Timeline

Timeline is the official record of your customers. It allows you to log information regarding customer interactions in a way that enables you to quickly gather insights and drive action. The Timeline View in the Customer or Relationship 360 allows you to log and view activities that help you track customer interactions over the course of a customer’s life-cycle. The Timeline View in the Customer or Relationship 360 allows you to log and view activities that help you track customer interactions over the course of a customer’s life-cycle. The Timeline tab in the CTA Detail View allows you to log activities for a specific CTA. These activities will also appear in the Timeline View in the Customer 360.

  1. Ability to Search Activity Types from C360 and Cockpit pages: With this release, you can now search for Activity types from C360/R360 and Cockpit pages while creating an Activity.

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  1. UI Improvements to Save and Cancel Button in Timeline Configuration: With this enhancement you can now view the SAVE and CANCEL buttons without scrolling down to the bottom of the page. The SAVE and CANCEL buttons are activated only if you modify any configuration.

53. Timeline_save.gif

  1. community logo.png Ability to roll up Relationship Activities to C360 page: Previously, it was not possible for you to view or edit Relationship Activities from its corresponding C360 page. However, with this enhancement you can now view the activities of a Company’s Relationships on the C360 page. A toggle switch Show Relationship Activities in Customer Timeline is introduced on the GENERAL SETTINGS tab of the Timeline configuration page to accomplish this task.

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By default, this switch is disabled. When Admins enable this toggle switch, end users can view Relationship Activities from C360 page. Apart from viewing and editing Activities, end users can also view drafts of Relationship Activities. When users apply filters or search for Activities, the results also include Activities created from Relationships.  

Business use case: Consider a Company which has ten Relationships. Each of the ten Relationships can have multiple activities logged. If you wished to view all of the Activities for a Company’s Relationships, you had to manually open ten R360 pages and then search look at the activities of each Relationship. However, with this enhancement you can view all the Activities of a Company's Relationships directly on the C360 page itself.

To use this enhancement:

  1. To view Relationship Activities in C360:

    1. Navigate to C360 page of the required company.

    2. Click the Timeline tab.

Note: Activities created from R360 page have an R symbol followed by the Relationship Name (the third Activity in the below image).

Activities created from Relationship CTAs are denoted with a CTA symbol, followed by Relationship name and CTA name (the second Activity in the below image).

55..png

  1. To edit Relationship Activities in C360:

    1. Click the edit icon for a Relationship Activity.

    2. Make the necessary modifications and click UPDATE.

56. Timeline_CR360.gif

  1. When you search or filter Activities from the C360 page, the Relationship Activities matching the filter criteria are also displayed.

Timeline_searchnfilter.gif

  1. Search for a particular activity draft in the Drafts section. The matching Activity drafts from Relationship are also displayed.

58. Timeline_drafts.gif

  1. community logo.pngRecord Delete Implementation in Timeline: Previously, when you deleted an entity (Company or Relationship), the various Timeline records created for that Company like Activities, drafts, attachments, were not deleted automatically.

With this release:

  • If you delete a Company record, all its corresponding Timeline records are deleted. If the Company has Relationships, the Timeline records for the relationships is also deleted.

  • If you delete a Relationship record, its associated Timeline records are automatically deleted. However, the Activities of the Account to which the Relationship belonged to, continue to exist.

To use this enhancement:

  1. Delete the Company or Relationship record.

  2. Verify from the global Timeline if the corresponding activities are deleted.In the below image, the Company Alseivier Ltd. has an Activity “Discussion with Alseivier”, a draft with the same name, and an attachment called “Alseivier Attachment”.

59..png

When you delete the Company record for Alseivier Ltd, all its activities are deleted automatically.

60. Time.gif

IMPORTANT: The Gainsight Connect’s sync jobs must be completed for the required changes to be visible.

Sally in Gainsight Application

Sally, the AI-powered bot, makes rich Gainsight data easily accessible through simple conversation. Asking Sally questions is just like asking a real person, and machine-learning technology helps Sally get smarter with each interaction. Not only can Sally provide answers to a diverse set of questions about your customers, Sally can also update customer data, provide information on health scoring, current risks, and opportunities. Your company can quickly collaborate on the latest customer intelligence to more rapidly deliver customer outcomes across all parts of your organization.

  1. Ability to enable Sally Access automatically for all Slack users: With this release, once a Slack workspace is added in Sally, all Slack users in the workspace who have Gainsight Licenses are automatically given access to Sally.

  2. Display Optional Comment Box based on Dislike selection in the ‘Hope that was helpful’ section: Previously, in Slack and In-App Sally, the users could only select Like or Dislike options after Sally responds to the query. With this release, in Slack and In-App Sally, an optional Comment Box with the “Would you like to provide more details” message is displayed when the user selects the Dislike option from the ‘Hope that was helpful’ section to capture additional comments from users. If you select the Like option, ‘Glad you like it’ message appears.

In App Sally:

Like-Dislike.gif

Slack:

Like-Dislike Slack.gif

  1. Email Notifications when Slack User Requests Sally Access: With this release, Gainsight Admins will receive an email notification if the Slack users request Sally access, as well as if the Slack user tries to access Sally, and they do not have Sally access. The requested user will receive notifications through Email and Slack channels when Admin provides access to Sally for that user.

    Snapshot of a sample email notification received by Gainsight Admin is shown below:

62. sample1.png

Snapshot of a sample email notification received by the users after providing access to Sally is shown below:

63. sample2.png

Components Introduced and Modified in 6.2 Release

Gainsight has not released any new components in this release.

Permission Sets Added/Updated in 6.2 Release

With every new release, the Gainsight and SFDC permission sets are updated for several features to give access to new objects, fields, apex classes, and visualforce pages. In this release, Gainsight has the following Permission sets added or updated.

In this release, no new Permission sets are added. None of the existing Permission sets are updated.

Issues Addressed

Reporting

  • Server Side Search is failing on field with more than 2 level lookups: Previously, in reports, when you make a server side search on the field with more than 2 level lookups, the system was throwing an error message “Error occurred while fetching data from external service”. This issue has been resolved.   

Cockpit

  • Associate Contacts Search Configuration filters defined in CTA admin page are breaking for email assist task: Previously, on Admin > Calls to Action > ACCOUNT page, if the filters in the Associate Contacts Search Configuration has a combination of “OR” and “AND” condition, the email task throws an error. This issue is now resolved.    

  • Two extra rows of colors are displayed while creating new CTA type: Previously, when you create a new CTA type and try assigning a color to it, you will see 2 extra rows, i.e. 9*6 rows of colors instead of 7*6 rows. This issue is now resolved.

Scorecards

  • Unable to enter special characters while setting up Help Text for scorecard measures: Previously, special characters are not allowed when you try to set up help text for scorecard measures. This issue is now resolved and you can now use special characters followed by alphabetical characters, to set up the help text for scorecard measures.  

Surveys

  • Unable to save translation to new option created for Survey 2.0 Question: Previously, there was an issue with translating answer options added to a Survey 2.0 question that had already been translated. Users could not save translated values for these newly added answer options. This issue has now been resolved, and it is possible to save translated values as expected.

  • Translation missing after editing survey questions: After editing the translation values for a survey question in one language, users would previously encounter an issue where the translation values for all other languages for that question had disappeared. This issue has now been resolved, and translation values will stay saved for all languages as expected.

  • Survey Analyze page results in error after query: The Survey Analyze page previously displayed a “503 Service unavailable error” or session timeout, when trying to complete certain queries. This issue appeared to occur when the page queried large amount of data, such as surveys with over 1000 responses. The issue has been resolved, and the Survey Analyze page now loads correctly, as expected.

  • Survey Response page fails to display all Matrix question options: Previously, Survey 2.0 matrix questions only displayed up to 8 answer options on the response page. If the question had more than 8 options, the remaining options could be seen by scrolling through the question. This issue only occurred on the Survey 2.0 response page, and the Survey 1.0 response page could show more answer options without having to scroll to see them all. This issue has now been resolved, and the Survey 2.0 response page is now able to show additional answer options for matrix questions.

  • Translations disappearing from the UI: When users edited questions in Survey 2.0, and the question had already been translated, they would previously encounter an issue where the translation data would disappear from the UI. These translations would still be visible on the back-end. This issue has now been resolved, and the translation data remains visible in the UI as expected.

  • Customer Name/Relationship Name searches fail in survey-related pages: Previously, there was an issue on the Survey 2.0, NPS 2.0, sites, and domain pages where searches based on the Customer Name or Relationship Name fields failed to complete. This issue has been resolved, and it is possible to search by those fields as expected.

Journey Orchestrator

  • Unable to open C360 from Participants list view: Previously, users encountered an issue where they were unable to navigate to the C360 page by clicking on the customer name link on the Participant list view. This issue only occurred when the Company ID was mapped in the program instead of Customer ID. The link would attempt to open the C360 using the Company ID value, which failed because it needed the Customer ID value. This issue has now been resolved, and the Customer ID value is being used to open the C360 page as expected.

  • Unable to download outreach analytics data from drill-down reports: Normally, users are able to drill-down into any report on the Journey Orchestrator analytics page, and then click the download option to save the data locally. Previously, there was an issue where the download button was not visible in drill-down reports, so users were unable to save the data locally. This issue has been resolved, and the download button is visible within the reports as expected.

  • Survey Click to Open Rate and Survey Response Rate displays incorrect percentage in Program Analytics: Previously, the program analytics page displayed incorrect percentages for the Survey Click to Open Rate and Survey Response Rate. This display issue is now resolved, and the correct percentages display as expected.

  • Participant Activity showing incomplete records in drill-down report: A backend issue previously caused a drill-down report in Participant Activity to not display participants with a Completed status. This backend issue has now been resolved, and all expected participants now display within the drill-down report.

  • Server Side search not happening in the Participant activity summarized view: Previously, users were unable to search the entire database of participants in their program’s participant activity summarized view. Since the server side search was not completing, users could only search through the first 1000 participants displayed in the view, even if the program had more than 1000 participants. This issue has now been resolved, and users are able to search the entire participant list in the view, as expected.

  • Program source mappings displaying collection IDs: Previously, participant source mappings displayed a collection IDs instead of collection names as expected. This issue only occurred if the source mapping was a powerlist built on an MDA custom object. The issue has now been resolved, and collection names display as expected, regardless of what the source was built on.

  • Rule execution mail of Cloned Program displaying details of Original Program: When sending rule execution emails for cloned programs, there was previously an issue where the email would display details from the original program, instead of the details of the clone. This issue is now resolved, and the rule execution email displays the correct program details.

  • Sorting not working on Custom Number fields in Programs: Previously, when using a custom number field in Programs, there was an issue where the field was not being recognized when a sort function was being applied to the data. This issue is now resolved, and custom number fields now sort as expected within programs.

  • Fonts and Formats not applying to buttons properly: Previously, font or format changes to buttons in email templates would not save. The button would revert back to a previously saved version whenever the template was edited. This issue has now been resolved, and font and format changes for buttons save as expected.

  • Unable to apply null value checkbox on third variant filter: Previously, users were unable to check the null checkbox for the third filter they add as part of a variant email. This issue has now been resolved, and it is now possible to check the null checkbox regardless of the placement of the filter.

  • Account Name field populating with Relationship Name values: Previously, programs populated with Relationship Names in place of Account Names when using a powerlist built on a Dataspace as a source. This issue has now been resolved, and programs now populate Account Names as expected, regardless of the source used.

  • Fields not getting removed after changing Power List strategy: Previously, users encountered an issue where previously selected fields for a power list were not getting automatically removed when the power list strategy was changed. The fields could not be removed manually either. This issue has now been resolved, and previously added fields are removed when the strategy is changed, as expected.

  • Journey Orchestrator tab missing from Gainsight Admin permission set: Previously, the Journey Orchestrator tab could not be seen under the Gainsight Standard Permission set. It could still be seen under other pages, such as Object settings. This issue has now been resolved, and the Journey Orchestrator tab is now visible under the Gainsight Standard Permission set as expected.

  • Participants moved to Failed list after the Program is published: Previously, participants added through CSV source would be moved to the failed participant list immediately after the program was published. This issue was caused by email addresses ending with spaces in the CSV document, which prevented them from being recognized as valid. This issue has now been resolved, and Participants can be successfully added from a CSV even if they end in spaces.

  • Problem switching between Programs and Email Templates: Previously, users encountered a blank page while switching between the Programs page and Email Template page. This issue has now been resolved, and the Program and Email Templates page load correctly as expected.

  • Variant filter pop up does not close after navigating to other variant: Previously, when applying a variant filter, the pop-up window would not automatically close if another variant was opened. If the pop-up window was open when the user hit “Apply” for the second variant, the filter value from the first variant was applied to the second as well. This issue has now been resolved, and the variant pop-up windows close automatically when opening another variant.

  • Survey Participants are not considered for Total Participant count when the Program is paused: Program participants with a Paused state were not included previously in the Total Participant count on the program analytics page. This display issue was only visible when the program was paused. This issue is now resolved, and the Total Participant displays correctly regardless of the program’s status.

  • Button text in email template does not save Bold setting: Previously, when users set the button text in an email template to bold, the setting would not save properly. This issue has now been resolved, and it is possibly to save an email template successfully after setting the button text to bold.

     

Rules Engine

  • Unable to Abort execution of Rules in a Rule Chain: Previously, when you executed a Rule chain and later aborted the execution, the remaining rules in the rule chain still continued to execute. This issue is now resolved and the unexecuted rules do not execute, once you abort the rule chain execution process.

  • Unable to delete filtered rules in a single attempt: Previously, when you tried to delete a rule which was part of a filtered list, the rule was not deleted on the first attempt. You had to delete the rule multiple times. This issue is now resolved and filtered rules now get deleted on the first attempt.

  • Unable to use Dataspaces in Relationship Rules: Previously, when you created a Relationship rule and used dataspace as the source, the page failed to load. This issue is now resolved and you can now use Dataspaces in Relationship rules.

  • Unable to Map Custom Object: Previously, when you tried to map two ID fields, in the Load to SFDC Object Action type, the target field did not display the required ID field. This issue is now resolved and you can now perform mappings between ID fields.

  • Rules with a “Load to” Action Type failed when target object had duplicate entries: Previously, when you tried to use any of the “Load to” Action types which loaded data into an object (Load to SFDC, Load to Gainsight etc), the rule failed, if the target SFDC or Gainsight environments had two objects with the same name. This issue is now resolved.

C360/R360

  • Issues while sorting Relationships in C360: Previously, when you tried to sort data on Relationship section of the C360 page, the data was not sorted properly. This issue is now resolved and sorting is now done properly on the Relationship data in C360 page.

  • Unable to embed page with parameter name having square braces: Previously, while embedding a page on C360, if you tried to use square braces in the Parameter name, you received an error message. This issue is now resolved.

  • Difference in Currency Formats across various fields: Previously, when you defined a Currency in UI views, the currency value was shown in different formats on Customer tab and in C360 page. This issue is now resolved and you can now view currency values in same format.

  • Unable to use Data Spaces in Related list: Previously, when you selected a Data Space as source for a Related list, the reports list was not displayed. This issue is now resolved and you can now view use Data Spaces in Related List.

  • Unable to load Gainsight tabs for Partner Users: Previously, the Gainsight tabs failed to load for a partner user. This issue is now resolved and partner users can now access Gainsight tabs.

  • Attribute Section of C360 page displayed HTML tags: Previously, the Attribute section of the C360 page displayed HTML tags for Rich text Data type fields. This issue is now resolved and HTML tags are not displayed.

  • Unable to view records in the Customers tab when Locale is Korean: Previously, when the Locale field on the Language and Time Zone page was set to Korean, no records were displayed on the Customers tab. This issue is now resolved and you can now view the list of customers, after setting the Locale field to Korean.

    Note: The following issue was resolved in the 6.2.1 patch release on 23 April 2019. 

  • Unable to View all the results in a Related List: Previously, in a Related list when you used the IN operator and applied a filter on Relationship type, only 100 records were displayed. With this release, this limit has been extended to 250 records. However, if you have more than 250 records which match the filter, you can still view only 250 records.

Known Issues

Cockpit

  • Field option should not be available when Includes operator is used in Filters: While applying filters, when you use Includes operator, the Field option should not be available in the dropdown list, as per the expected behaviour. This issue will be resolved very soon.

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