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Gainsight Inc.

Release Notes Version 6.4 July 2019

Short on time? What this 8-min. video preview to see what's new in this release!

Notifications

  1. Previously, you could view new feature announcements, and access product documentation through our in-app help center. We are in the process of replacing our in-app help center, so you will no longer see the help center icon in the global navigation bar. Product documentation is always available at support.gainsight.com. Stay tuned for updates on our new knowledge center which will be available in a future release!

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  1. Upgrade Gainsight Connect to Salesforce Connector: Gainsight will upgrade Gainsight Connect to Salesforce Connector in the next few weeks.

    Salesforce Connector is Gainsight’s new technology to sync data from Salesforce into Gainsight, which has advanced capabilities compared to Gainsight Connect. For detailed information on the advantages of the Salesforce Connector over Gainsight Connect and changes to expect post upgrade, refer to Overview of Gainsight Connect Upgrade.

New Feature

Renewal Center

*Please note that Renewal Center is available as an add-on to our Customer Success platform. For more information on how to license it, please contact your Gainsight account manager.

Renewal Center helps quota carrying CSMs and Renewal Managers forecast and manage their book of business.  By enriching Salesforce Opportunities with Customer Success insights, as well as calculating a Likelihood to Renew score for each opportunity, Renewal Center enables your team to efficiently manage and predict renewals and related upsell, recognize risks in a timely fashion, and report on key metrics. 

Renewal Center imports data from the Salesforce Opportunity object. An admin can then configure the field mappings and other parameters. Based on these configurations, end users can view the Renewal Center page as shown below. The fields may vary based on the configurations set by your administrator. 

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C360 (Business Modeler)

People Maps feature was released as beta to a select group of customers in the 6.3 release. With this release, this feature is now available as an add-on* to our Customer Success platform. For more information on how to license it, please contact your Gainsight account manager.

People Maps

Gainsight has launched the People Maps feature. You can use this feature to represent the hierarchical structure which exists in a customer organization. This helps you visualize who reports to whom, which in turn helps you to reach out to the right contacts. You can use People Maps to capture your contacts in an organizational chart to understand the roles and relationships of the people you do business with across your customer base. Explore the org chart to understand who influences whom within a company and drill-into a person for deeper insights. For more information, refer to the Build People Maps article.

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Enhancements

Adoption Explorer

Adoption Explorer helps manage your customer’s usage data in the Gainsight environment, and quickly surface the most relevant view of usage data across your customer base. Adoption Explorer offers powerful segmentation capabilities to manage multiple product lines, more robust control of aggregations and calculations, and totally re-imagined visualizations to surface deep insights. Customer’s usage data at Company and/or Person level can be stored at both daily and weekly level along with their entitlements. Using the ingested data, admins can define new derived fields without the need of Rules Engine.

Important: After a successful beta program, Adoption Explorer is now available to all customers and is included with the Gainsight CS license.

  1. Ability to Clone Derived Fields: Previously, if a user wanted to apply 2 different functions on a single field, they had to manually create 2 derived fields. With this enhancement, users can directly clone the existing derived field and change the function list, based on their business needs.

    Use Case: For instance, if you have already created a derived field called ‘Sum of Unique Page Views, and now you may want a report on ‘Avg of Unique Page Views’ as well, for your business needs. Using this enhancement, you can now directly clone the existing ‘Aggregate > Sum of Unique Page Views derived field, and just modify the function list to ‘Aggregate > Avg’. 

    To use this enhancement:

    1. Navigate to Administration > Adoption Explorer > Administration.
    2. Hover on the required project name and click the Objects icon to view the Objects page.
    3. Hover on the required object in which you want to clone a Derived Field, and click Fields. You will see the list of ingested fields and already created derived fields.
    4. Choose the derived field you wish to clone, and click Clone this field. Clone Field window appears.
    5. Enter the field name of your choice, in the Field Label text box.
    6. Click SAVE, and you will see that the newly cloned field is added to the list of available fields.
    7. Click the Edit Field (pencil) icon.
    8. Select Average from the Function List dropdown.
    9. Click Save.

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  1. Introducing Freeform, CSM and Segment Layouts: With the existing functionality in Adoption Explorer, users could build layouts on a single company, instance and/or person. With this release, the Freeform, CSM and Segment Layouts are introduced in Adoption Explorer, where users can see the records being fetched from all of the companies data loaded to the Adoption Explorer project.

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To use these Layouts:

  1. Navigate to the Adoption Explorer > LAYOUTS screen in an Adoption Explorer project.
  2. Click + Layout. Create New Usage Layout window appears.
  3. Enter the Name of your choice, in the Layout Name textbox.
  4. Select the required layout from the Layout dropdown list and click Create.
  • Freeform Layout: Freeform layout displays the records across all of the companies data loaded to the Adoption Explorer project. For instance, you have a Segmented ARR field in Company Usage Info object, and now you may want to know the list of Companies that fall under Low band, and take necessary business actions.

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  • CSM Layout: CSM layout displays the company records that are managed by the selected CSM User. The Users you see in the CSM Users dropdown list are fetched from the Gainsight User Object. For more instructions on how to create a Layout, refer Create Layouts article.

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  • Segment Layout: Segment layout allows the user to set the filter criteria using the already created Segmented fields in Company and Person Usage Info objects. For instance, if you want to see the ‘Sum of Unique Page Views’ of Companies with High ARR, you can set the Segmented ARR filter criteria as High. For more instructions on how to create a Layout, refer Create Layouts article.

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Report Builder 

Gain deep customer insight with Reports and Dashboards. Gainsight’s ability to blend together multiple data sources provides a structured, holistic picture of the customer across all types of vendor/customer interactions. Using an intuitive interface and compelling visualizations, each of your customer-facing functions can build their own strategic view to get actionable insights, fast.

  1. System Folder in Reporting: With this release, you can now see a new folder called System under FOLDERS, on the Report Builder Repository page. When you add a Success Plan to Success Snapshots 2.0 template and enable the Objectives, Timeline and Task checkboxes, you will see three Success Plan reports, namely: Objective List, Tasks Details and Timeline Details are created under the System folder. These reports are customizable (Add filters, fields, remove fields, etc.).

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For more information on how add a Success Plan to Success Snapshots 2.0 template, refer to Configure Success Snapshots 2.0 Template.

The following image shows how the Success Plan reports appear in the Report Repository page.

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  1. Reporting on Self-look up Fields: Admins can now add the details of the Self-look up fields, while building reports. For instance, when you build a report on User object, you will now be able to add the Manager details by using the expandable fields (by clicking +). Similarly, when you build a report on Company object, you will be able to add the Parent Company details to the report. 
    Company and User objects have the standard self-lookup to Parent Company and Manager respectively. But, you can also create custom self-look up fields. Refer to Gainsight Data Management article for information on how to create lookup fields.

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Notes:

  • In Reporting, only one self lookup in an object is supported. For example, if Company has 2 self-lookup fields namely: Parent Company and Partner Company; you can only select the details of one self-lookup field.
  • Currently, only one level of self lookup is supported. For example, if Company has a self-look up to Parent Company, you can see the + button at the Parent Company level only, but not at the details of the Parent Company field.

Success Snapshots 2.0

Generate client-ready presentations that leverage your corporate Powerpoint template and populate key insights from Gainsight to more easily prepare for customer meetings. Create multiple Success Snapshot templates with information tailored to specific business needs.

  1. Ability to support Success Plan in Success Snapshots 2.0: With this enhancement, you can now add a Success Plan to the Success Snapshot template. 

    Use Case: For instance, if you are leading a QBR with your customer, you likely want to add the Success Plan’s information to your business review deck and discuss it in the meeting. Using this enhancement, you can now add and edit the Success Plan’s information in the Success Snapshot template. 

    To use this enhancement:

    1. Navigate to Administration > Success Snapshots 2.0, and open the required template to which you want to add the Success Plan. 
    2. Select the required slide after which you want to add the Success Plan slides.
    3. Click the Add Success Plan dropdown, and select the required checkboxes.
      Note: A Success Plan’s information is categorized into 4 sections, namely Summary, Objectives, Tasks and Timeline. You can select the required section based on your business needs.
    4. Click Add

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The following image shows how the Summary, Objectives, Tasks and Timeline slides appear in the Success Snapshot template.

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For information on how to edit the Success Plan slides in the Success Snapshot template, refer to Configure Success Snapshots 2.0 Template.

  1. Comm.pngAbility to Clone or Delete a Slide: With this enhancement, admins can now Clone or Delete the existing slides, based on their business requirements.

    To use this enhancement:

    1. In the Success Snapshot template, select the slide you want to Clone or Delete.
    2. Click Clone to clone the slide (or) click the trash icon to delete the slide.

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  1. Ability to select details of Look up fields as Tokens: While building a Success Snapshot template, admins can now add the details of the look up fields as Tokens. For example, you can now expand the CSM lookup in the Company object, and select the Name field to add it to Snapshot as a token.

12. Selflookup in SS.gif
 

Scorecards

Scorecards provide a robust, comprehensive framework that accurately measures customer health. Gainsight scorecards can capture the nuances of customer health by supporting multiple scorecard models, measuring both objective and subjective inputs, calculating weighted overall health and accounting for scoring exceptions.

  1. Mass Edit report creation limited to Unified Fact object: Previously, you could create a Mass edit report either on an individual Scorecard Fact object or on a Unified Fact object. However, with this release you can create a Mass edit report only on a Unified Fact object. When you select a Fact object as the source of the report, you cannot view the option which allows you to select a Mass Edit report on the top right corner. This option would now be available only for a Unified Fact object.

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You can apply appropriate filters to view data only from the required Scorecard. For example, if you wished to create a Mass Edit report for a Scorecard called “Support Tickets”, you can do the same by creating a Mass Edit report on the Unified Fact object. You can add the Scorecard ID = “Id of Support Tickets”  filter. This filters data specific to Support tickets Scorecard in the Unified mass edit report. You can also filter by the Scorecard Name field, if you have not changed the name of your scorecard.

  1. Ability to perform Self Lookup on company object: The Company object now has a self lookup through the Parent Company on the Company object. You can use this feature while creating reports on fact object or unified fact object.  

    Business use case: You can create a report of all Parent companies whose current Health Score is Red. 

    To use this enhancement:
    1. Navigate to Administration > Analytics > Report Builder
    2. Click + REPORT.
    3. Select a fact object or Unified Fact object.
    4. In the Show me section, expand Company, and then Parent Company
    5. Select the required fields from the Parent Company field and click RUN

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Gainsight Data Management

Gainsight Data Management offers you the flexibility and full control over your object structure, schema and data within Gainsight. Create and edit all aspects of your data design through an administrative interface to continually develop your Gainsight schema with your evolving business.

  1. Low Volume Custom Objects: Low Volume Objects are custom objects that can be created by Admins from the data management page to store low volume data which needs to be edited frequently. Previously, these objects were called Transactional custom objects, and Admins could only create them after consultation and approval from Gainsight Support.

    Admins can now create these objects directly from the data management page without having to contact Gainsight Support. To create a Low volume object:
    1. Navigate to Administration > Operations > Data Management.
    2. Click +OBJECT.
    3. In the Create Object dialog box, enter the following details:
  • Object display name: The easily understandable object display name that you want to create.
  • Object name: System defined object name with a suffix of __gc (Auto-generated, based on the name entered in Object display name).
  • Object description: A description of the object being created.
  • Low Volume Object: Select this Checkbox to create the custom object of type Low Volume.
  1. Select either Manual or Data file upload (CSV) as required.
  2. Click NEXT to continue creating a Low Volume object. For more information, refer to the Gainsight Data Management article.

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Post upgrade to Gainsight V6.4, following are the limitations applied to the Low Volume custom objects:

  • A maximum of 50 Low Volume custom objects can be created in an Org.
  • A maximum of 50 fields can be created in each Low Volume custom object.
  • A maximum of 1 million records can be stored in a Low Volume custom object.
  • All the fields in this object of type, Rich Text Area, can store values having up to 150k characters, whereas RTA fields in the High Volume objects can store values with up to 15,000 characters.

You can load data into Low Volume custom objects from one of the following data loading channels:

  • Data Management > Import Data
  • Bulk API
  • S3 Connector
  • Rules Engine > Load to Gainsight Object Action type
  • Custom Object APIs

You can create, view, edit, and delete existing records in a Low Volume custom object from the Data Operation page. For more information on this, refer to the enhancement under Data Operation. 

Following are the major advantages of using Low Volume object over high volume: 

  • Users/CSMs can edit any record in this object, from a report added to the C360/R360 > Related List section, corresponding to the Company or Relationship. For more information, refer to the enhancement from the C360/R360 section.
  • Data can be loaded into the Low Volume custom objects using Custom Object APIs. For more information on using these APIs, refer Custom Object API Documentation.

If you do not select the Low Volume Object checkbox while creating a custom object as shown in the image above, the objects are considered High Volume Objects. None of the limitations shown above are applicable to High Volume custom objects.

  1. Manage records in the Low Volume Custom objects from the Data Operation page: You can now add, view, edit, and delete existing records in a Low Volume custom object from the Data Operation page. Earlier, this page has been supported to manage records from the Company, Relationship, and High Volume custom objects only.

    To manage records from the Low Volume custom objects:
    1. Navigate to Administration > Data Operation.
    2. Select the required Low Volume custom object from the dropdown as shown below. You can now see all the records from the selected object.

You can now create new records, view, edit, and delete the existing records from this page. For detailed instructions, refer to the Data Operation article.

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  1. Major Functional and UI enhancements to the User Management page: User Management is an administration feature which allows an Admin to add and manage users in the Gainsight User object.

Gainsight’s User management is now enhanced to provide a better Admin experience by making functional and UI changes that make it easier to manage Gainsight users. 

Following are the major functional enhancements in the User Management page:

  • Avatars tab is now removed. You can now add users from an external system through Add Users > Add User from External Systems. You can now filter Gainsight users by selecting an External System (Ex: Slack, Salesforce, etc.) and Connection in the system directly from the Users tab and grant Sally access to the selected users. This enhancement helps Admins by reducing navigation time to add users from external systems and grant Sally access. To add users from an external system:
  1. Navigate to Administration > User Management.
  2. Select Add Users > Add User from External Systems.
  3. Select Connection Type, Ex: SLACK, SFDC, etc. from the dropdown.
  4. Select the required Connection from the dropdown.
  5. Select the required users.
  6. Click Load Users.

Note: While adding users from any channel, you should always adhere to Gainsight license entitlement numbers.
 

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  • You can now grant Sally access from the User Management Homepage to the users added from any Slack channel. To grant Sally access to Gainsight users:
  1. Select Slack and the required connection from the dropdown list in the Users page. This action loads all of the users added from the selected connection.
  2. Select the required users.
  3. Click Enable Sally Access from options in the top left of the page.
  4. Click Disable Sally Access from options to withdraw Sally access for the selected users.

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  • You can now send Welcome Email, Mark Users Active, Mark User Inactive for multiple users at once. To see this enhancement:
  1. Select the required users directly or filter Active users/Inactive users or users from a specific Connection (Ex: Slack, Salesforce, etc.) using dropdown at the top left of the page.
  2. Click one of the following options as required:
  • Send Welcome Email: To send Welcome Email to all the active users.
  • Make Users Active: To mark selected users as Active.
  • Make users Inactive: To mark selected users as Inactive.

Note: You can also perform the above actions for a single user as earlier.

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  • While editing a user record, you can now see all the standard fields from the User object in the left pane and all the custom fields on the right pane. You can edit the values in these fields as required. To see this enhancement, select Edit User from the options of a user record.

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  • While editing a user record, you can now see all the permission groups assigned to a user in a dropdown. Earlier, these permission groups have been shown in a table in the Permission List section.

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  • You can now select the number of user records that you want to display in a Users list page. You can select a number, either 25, 50, or 100, from the Show dropdown at the bottom right of the page. You can also select the page number to see user records in the respective page.

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Along with the functional enhancements, user interface of the User Management page is now fully enhanced to provide better user experience. For detailed information, refer the User Management article.

C360

The Customer 360 (C360) is a central hub of your customer’s business information in Gainsight. It synthesizes business data from various sources and provides you with a holistic view of your customers. This minimizes the preparation time for your customer meetings. 

  1. Custom Field not needed for Self-Lookup: Previously, the Company object did not have a field equivalent to the SFDC Parent ID. The Company object has the Parent Company ID, but previously this always was used to contain the GSID. This meant that admins had to create a custom field on the Company object in order to capture the data of these SFDC fields as part of a data ingestion channel.

    This is no longer required as of this release. The Company object has been enhanced so that the Parent Company ID field can contain the SFDC Parent ID. It is no longer required for admins to create a custom field as part of a Self-Lookup. Whenever a Self-Lookup is configured, the SFDC account ID can be populated directly to the Parent Company ID field.

    Note: This enhancement is only available for new customers at this time, and will be available to them by default going forward. It will not affect the self-lookup configuration already set up by existing customers.

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  1. Edit records in a Low Volume custom object from the C360/R360 > Related List section: Admins can add a report created on any custom object into the Related List section, for any C360/R360 Layout. For more information on how to configure a Related List section in the C360 layout, refer Configure the Customer360 Details (C360) Page and Section Types.
    If the Admin has added a report created on the Low Volume custom object to the Related List section, CSMs/end users can see the report in the C360/R360 > Related List page. For more information on the Low Volume custom objects, refer the enhancement in Data Management.

    CSMs can now create new records and edit existing records on the Low Volume custom object through this report.

    Prerequisites for this enhancement:
  • Low Volume custom object should have a field lookup to Company > Name. For more information on enabling lookup from any field, refer the Gainsight Data Management article.
  • Create a Report on the required Low Volume custom object from Report Builder. This report should have GSID field from the source object (Low Volume custom). For more information on this, refer Create New Report.
  • Add this Report while configuring the Related List section. For more information on this, refer Configure Related List.

To view or edit the existing records:

  1. Navigate to the C360 page > configured Related List section of a customer. You can see all of the records from the Low Volume custom object through the report.
  2. Click the View button against a specific record. VIEW RECORD window is displayed which shows values in all the fields.
  3. Click the Edit button against a specific record. EDIT RECORD window is displayed.
  4. Edit values in the required fields.
  5. Click UPDATE.

To add a new record into the object:

  1. Click ADD to create a new record in the object. ADD RECORD window is displayed.
  2. Enter values into the fields.
  3. Click SAVE.

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  1. Display number of Direct Reports in the Person Map: People Maps provide a graphical view of the hierarchy in an organization. Using this hierarchy, you can visualize who reports to whom, which in turn helps you to contact the right people. CSMs can build People maps in the Org chart view in the C360 > Person section. For more information on this, refer Build People Maps.

    People Maps is now enhanced to display the number of direct reports for every person in the Org chart. If there any direct reports to a person (display number is more than 0), you can click + and see the respective cards of the direct reports. The + button does not appear if there are no direct reports.

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  1. Display Manager Name in the Person Detail view: Person Maps is now enhanced to display Manager name in the Manager field in the Person detail view. Previously, Manager’s GSID was displayed in the Manager field; this is now replaced with Manager’s name.

    To see this enhancement:
    1. Navigate to the C360/R360 > Person section of a specific company or Relationship.
    2. Navigate to the Org Chart view of the People associated to the Company or Relationship.
    3. Click any Person in the Org chart. Person Detail view is displayed in which you can see Manager’s Name in the Manager field as shown below:

19. Manager in Person detail view.gif

Cockpit

Cockpit is the day-to-day workspace for CSMs. As a turbo-charged “to-do list” that integrates with the rest of your system, it turns customer insights into tangible action items for your team. Calls-to-action, or CTAs, are tied to customers and are the backbone of Cockpit. CTAs can be created manually, but more often are triggered by business rules that analyze usage data. For each CTA that appears in the CSM's Cockpit, a prescribed playbook of best practice tasks can help guide the CSM through the right steps.

  1. Ability to Sort By CTA Name in Cockpit: With this release, a new sort option called Name is introduced, which allows CSMs to sort their CTAs by the Name of the CTA. If required, CSMs can modify the order from ascending to descending.

    To use this enhancement:
    1. Navigate to Cockpit list view page.
    2. Select Name from the Sort By dropdown list. This will sort the CTAs in ascending order, and if required you can change the order.

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Note: This functionality is also applicable to 360 > Cockpit.

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  1. Ability to Expand/Collapse Sections/Groups in CTA Detail View: In the CTA Detail View, CSMs can see multiple Groups that contain fields for viewing and/or updating, as configured by the admins. Previously, CSM has to scroll down these multiple groups to view or update the desired field. But, with this enhancement, CSMs can now expand and collapse all the fields in a single group or all Groups, based on their business needs. 

    For more information on how admins configure CTA detail view layouts, refer to Configure CTA Detail View Layouts article.

    Use Case: For instance, assume that you have multiple Groups like: Support, Marketing, Sales and Finance in a CTA Detail View, and you may want only the Support Group to remain expanded. Using this enhancement, you can now achieve this by collapsing all the other groups in the detail view, to avoid unnecessary scrolling.

    To use this functionality:
    1. Navigate to Cockpit list view page.
    2. Open the CTA Detail View of any CTA that has multiple Groups in it.
    3. Click the 22. Expand.png (Expand) and 23. Collapse.png (Collapse) buttons to expand and collapse a single group. If required, you can also expand and collapse all the groups using 24. Expan all.png (Expand all groups) and 25. Collapse all.png (Collapse all groups buttons) respectively.

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Note: This functionality is also applicable to 360 > Cockpit/Success Plans.

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  1. Call to Action and CS Task Objects added to Default Mapping for Email Templates: Previously, while defining an email template, admins were able to map a token to any field from Account, Relationship, Contact, User and Customer Info objects but not to the fields from Call to Action and CS Task objects. But, with this enhancement, admins can now do the default token mapping to any field from Call to Action and CS Task objects.

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Success Plans

Develop, deliver and demonstrate customers outcomes with Success Plans. Success Plans organize your team’s activities to realize a customer’s desired outcomes. The plan’s discrete objectives and tasks help your team execute the right actions and demonstrate to your customer how your efforts translate to results. The Gantt Chart visualization and ability to export the Success Plan into a presentation-ready PowerPoint makes it easy to collaborate and share updates directly with the customer.

  1. Ability to Sort By Objective Names: With this release, a new sort option called Name is introduced, enabling CSMs to sort Objectives by their Names. If required, CSMs can modify the order from ascending to descending.

    To use this enhancement:

    1. Navigate to 360 > Success Plan section. 
    2. Select Name from the Sort By dropdown list. This will sort the Objectives in ascending order, if required you can change the order.

28. SP in 360.gif

Note: If your Success Plan has a list of objectives, whose names include numbers before the name, when you sort by Name, the objectives that include numbers are displayed first, followed by the remaining objectives.

29. Sorting in 360 SP.gif

Surveys (CX)

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 Edit or Delete submitted survey responses: Previously, Admins could only View the responses of submitted surveys. With this release, Survey 2.0 Analyze page is enhanced with Editing and Deleting capabilities, which allows Admins to Edit or Delete any submitted responses. For more information on Survey Analytics, refer to Surveys 2.0 Analytics article.


Use Cases:

  • The Edit option in the Survey Statistics tab allows Admins to correct or complete responses from participants on their behalf, or remove redundant or incorrect values from the responses. 
  • If you receive invalid responses from participants, and you don’t want those invalid responses to effect the survey analytics, you can delete the invalid responses using the Delete option in the Survey Statistics tab.

To use the Edit option:

  1. Navigate to Survey 2.0 > Select the Survey > Analyze > Survey Statistics.
  2. Select the response you want to Edit, from the participant chart.
  3. Click the Edit icon in the Actions column. A new window opens and displays the survey question(s).
  4. Edit the responses.
  5. Click SUBMIT, and you will see the “This will change the response. Do you want to continue?” message.
  6. Click Yes to save the changes.

38. Edit.gif

To use the Delete option:

  1. Navigate to Survey 2.0 > Analyze > Survey Statistics.
  2. Select the response you want to Delete, from the participant chart.
  3. Click the Delete icon in the Actions column, and you will see the “The selected records will be deleted from the system and will not be available for the analytics or any other use.” message.
  4. Click DELETE.

39. Delete.gif

All the edited/deleted response information is stored in the Survey Audit Log object. Admins can build reports using the Survey Audit Log object to see who has edited/deleted the responses for a specific survey, modified date of the responses, etc. 

To build a report on edited surveys:

  1. Navigate to Administration > Analytics > Report Builder.
  2. Click + REPORT to create a new report.
  3. Select the Survey Audit Logs as the source object.
  4. Add Action Type, Person Id and Modified Date fields to Show me section.
  5. Click RUN to see the records in the report.

40. Audit report.gif

Notes:

  • You can select and delete a maximum of 10 responses at a time.
  • You cannot edit SurveyMonkey responses that are imported to Survey 2.0.
  1. Ability to import Transactional survey type from SurveyMonkey to Gainsight Survey 2.0: Previously, Admins could only import surveys of Non Transactional survey type from SurveyMonkey. With this enhancement, Admins can now import surveys of Transactional survey type from SurveyMonkey. 
    Transactional surveys are event based, such as after training or a conference, after case closure, or after an opportunity is closed. For more information on how to integrate SurveyMonkey with Gainsight Surveys, refer to SurveyMonkey Integration article.

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Journey Orchestrator

Journey Orchestrator enables you to design integrated customer journeys that blend human and digital touchpoints to guide customers to enhanced outcomes. 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. Ability to Create Folders in Email Templates and Programs pages: With this release, you can now create folders in Email Templates and Programs pages to organize your templates and programs respectively. All the folders are displayed in the left pane on the respective page. If you click any particular folder name, all the templates or programs included in that folder are displayed in the right pane.  Gainsight provides a default folder called Uncategorized where all of the existing Email Templates and Programs are stored. You cannot modify the name of this folder or delete it.

42. JO_Folders.png

You can create new folders and move the existing email templates and programs into the new folder. You can also nest any number of folders in another 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.

43. JO_Folders1.gif

  1. Move Email Templates/Programs to Folder

    Once you create a folder, you can move the Email Templates and Programs created into the newly created folder. 

    Note: Single Email Template or Program cannot be part of multiple folders. 

    To move the email templates/programs to a folder:
    1. Select the check box for the required email template(s)/programs(s).
    2. From the MOVE TO dropdown list, select the required folder or drag and drop to a particular folder.
    3. Click OK.

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  1. Delete Folders

You can delete a folder if it has no other sub folders under it or it does not contain any Email Templates/Programs. You cannot delete the Uncategorized folder.

To delete a folder:

  1. Select the required folder and click the delete icon.
  2. Click OK.

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  1. Folders for new Email Templates and Programs

    In Email Templates

    The New Email Template page is now updated with the Folder dropdown list. You can now select a folder for the new email template. By default, Uncategorized folder is selected in the Folder dropdown list. If no folder is selected, the Email Template is moved to the Uncategorized folder.

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In Programs

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

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  1. Add contact to CC while sending Operational Emails: Previously, users could not add contact to the CC list for emails sent through Journey Orchestrator. With this release, users have an option to add the cc list to the email by selecting CC checkbox, which is enabled while sending only Operational Emails in JO. Currently, only 3 email recipients can be added to the cc list. 
    In Email Logs and Program emails, users can also track individual email events, such as open, click, and others, for ‘to’ and ‘cc’ emails.
    Note: Analytics report is only generated on ‘To’ emails and not yet supported on ‘CC’ emails.
    If CCed Email participant responds to a Survey, the system considers this as an actual participant response and journey moves ahead for that particular participant. If ‘Thank you Email’ is configured, it is sent to the actual (To) participant.

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  1. Ability to view Email Templates Used In Programs and Outreaches: Previously, Admins could not easily see which Programs or Outreaches used a particular email template, which created problems when templates were edited or deleted. With this release, Admins can view which Programs or Outreaches the email templates are used in. 

To view the list of dependencies of a particular email template:

  1. Navigate to the Journey Orchestrator > Email Templates page.
  2. In the Used In column of the Email templates list panel, click on the number adjacent to a particular email template. The Dependencies screen of the selected email template appears.
    The Admin can view a list of all the Programs and Outreaches, in which this particular Email Template is used, in the PROGRAMS and OUTREACHES tab respectively.
    Note: Admins can either click on the particular Program or Outreach to navigate to the respective page,  and also search for a Program or Outreach in the Search field.
  3. Click Close icon to close the dependencies screen.

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Note: If the Email Template is not used in either Programs or Outreaches, that particular tab is not displayed in the Email Template Dependencies screen.

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  1. Ability to Edit Sources Post Publish in Journey Orchestrator:  Previously, admins did not have the ability to edit sources such as Powerlist, Bionic Query, CSV, and Events in Journey Orchestrator, after the relevant Program was published. Admins can now edit/delete the sources of an Active program even after it is published. This solves many problems for customers. For example, if an admin adds a CSV file or a sample source to test the program for some participants, now they can come back and delete the existing source and add a new source, to the same set of participants, before making the program live.
    Admins can perform the following actions to the Sources of an Active Program after it is published:
  • Add and merge tasks in Bionic Query.
  • Add new fields to the existing source.
  • Map the new fields and also modify the existing mapping.
  • Make modifications in source filter criteria.
  • Add/Delete participant source(s). But, at least one source must be present.
  • Delete existing Custom fields if they are not used in any other criteria or steps.

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By default, source modifications performed by an admin are only applicable to the new participants added in the program, and do not impact the already synced participants. Admins must use the Sync icon to manually sync the participants to immediately apply the modifications to the source. After the sync is done manually, participants are added to the Program list in the REVIEW state. 

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If Admins sync the participants manually, they must navigate to the Participants list page and perform the following actions as per their requirement:

  • ADD TO PROGRAM: Adds participants to the existing Program.
  • KNOCK OFF: Knocks off the participant from the program and they no longer receive messages as part of the Program.
  • REMOVE: Removes the existing participants from the Program, if added unintentionally.

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Additionally, bulk KNOCK OFF and REMOVE options are supported in this feature. Admins can use this feature to move all of the participants to Knock off state and even remove them completely from the Program, if they are not required.

Note: Select all checkbox, for bulk Knock off and Remove options, is only enabled when the participants are filtered by REVIEW, NEW, or ACTIVE state.

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If syncing of the participants for an Active program is scheduled for an automatic syncing after adding new source to a program, this also publishes all the Review participants present in the system. Before the schedule runs, user must manually KNOCK OFF/REMOVE if they do not want to publish any participant who are already in REVIEW state. 

Rules Engine

The Rules Engine is designed to improve your underlying customer data to produce superior customer outcomes. It can perform powerful multi-step, in-memory data transformations for large datasets in Gainsight within one rule. Transformations include aggregations, multi-dataset merges, formulas and time-series calculations; helping your team to better identify meaningful data signals.

Note: The following feature was released in the 6.3.X patch.

  1. Ability to add or subtract a date: You can now perform addition and subtraction operations on a date. These operations can be performed either on a date used in the dataset, or on the rule execution date. You can add or subtract any number of days or weeks to a date.
    Business use case: You can create a field as Renewal Reminder which displays a date which is 30 days prior to the Renewal date field. You can use the Renewal Date field and subtract 30 days from this field.

    To use this enhancement: 
    1. Create a rule.
    2. Create a dataset with date fields.

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  1. Click + TASK and select Transformation.
  2. Select the Dataset created in Step 2 as the source object (here Fetch from Account)
  3. Expand Date formulas.
  4. Drag and drop Add / Subtract Date to Show section.
  5. Enter a name in the Output Field Label field.
  6. Select a date field either form the Dataset or Rule Date.
  7. Select either the + or - operator.
  8. Enter a number in the Value field. 
  9. Select either Days or Weeks in the Value field.
  10. Click SAVE.

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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.

Note: The following enhancements were released in 6.3.4 patch, on June 4, 2019.

  1. Draft Activity Limit Per User: Gainsight now calculates your draft limits at the User level and not at the org level. Previously, draft limit was set to 2000 per tenant. This limit will now be calculated at the User level. Each user can log a maximum of 50 drafts. This limit includes:
  • Activities which were auto saved as drafts
  • E2T emails which were logged as drafts
  1. Ability to Mass Delete Draft Activities: Previously, you had to manually delete each draft activity. This was cumbersome when you had many drafts to be deleted. Gainsight now allows you to delete multiple drafts simultaneously. A check box has been introduced for each draft to accomplish this task.

    To mass delete drafts:

    1. Select the check box for the required draft(s)
    2. Click the delete icon.

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  1. Ability to Create Reports, Rules, and Surveys on Attendees: You can now use the Timeline Internal Attendees and External Attendees fields in various analytical and action based modules of Gainsight. To accomplish this task, Gainsight has introduced the following new components:

  • Internal Attendees and External Attendees fields: The Activity Timeline object is now enhanced with two new fields; Internal Attendees and External Attendees. These fields return the list of internal and external attendees (respectively), who attended a particular meeting.
  • Activity Attendee Object: A new junction object called Activity Attendee has been introduced. This object has Activity ID and internal and external Attendee ID fields. You can use this object while creating rules or reports which are based on an attribute of a person.
    Note: When you type the name of a Person (attendee) in the filter field, ensure that you enter the exact name of the person. You cannot find name suggestions based on the characters entered.

Business Use cases:

  • Reporting: In reporting, you can use this enhancement to address the following use cases:
    • Create a report on the list of activities, organized with a particular person(s) (internal or external) in the past one month, quarter, or year. To accomplish this, use Activity Timeline as the source object and add the required fields in the Show me section. Use the Internal Attendees/External Attendees field in the filter area and enter the name of the required person.

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  • Create a report in which a particular internal or external attendee was involved.
  • Create a report which enlists internal or external attendees who have not attended any meeting in a given period of time.
  • Review the internal attendees who attended meetings with a customer, who recently churned out.
  • Surveys: You can send out a survey to a list of external attendees with whom you recently had an EBR meeting  
  • Rules Engine: You can create a rule to check when exactly was the last time you met an executive (with a specific role) from a particular company. To learn more about how to use this use case, refer to the Track Last Activity on People with Specific Roles article.
  1. Failure Reason emails when E2T Email is not logged successfully: Previously, if an email failed to log to E2T or was logged as a draft, there was no notification sent. With this release Gainsight now sends you a email notification when your emails are not logged to E2T or are logged as drafts. To learn about various reasons for which you receive an email notification, refer to the Failure reasons when E2T Emails are not successful section of the Log Customer Emails as Timeline Activities article.

X-Org Migration

In Administration > Migration, Gainsight offers a migration tool to migrate your Custom Object's schema, Reports, Rules, Playbook assets, Data Spaces, Power Lists, and Reports from a source org to a target org. For example, if you have built and tested rules in your sandbox org, you may want to migrate them to your production org. This feature saves Admins valuable time and is enabled by default. For more information, see Cross-org Migration FAQs.

  1. Ability to Migrate Survey Library Question and Folder in Survey 2.0: Previously, when you migrated Survey 2.0 assets, the questions referenced from the folders within the Question Library were not migrated. With this release when you migrate a 2.0 Survey having questions referenced from the Question Library, the question from the library and its folder structure is also migrated to the target org. 

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Components Introduced and Modified in 6.4 Release

In this release, no new components are introduced.

Permission Sets Added/Updated in 6.4 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, the Gainsight Viewer Permission set has been updated to provide access to the Survey Response page. This page displays the responses received from the survey participant. You can view this page directly or through the Account or Opportunity widgets.

Issues Addressed

C360

  • Name Change of Person Section Respected in R360: Previously, when renaming the Person section in the R360, the name change would be reflected on the left-hand column of the R360, but the header of the section would remain Person. This could be confusing as the sections would not match.

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As of this release, both the column name and header name of the Person section will change when the section name is updated. For more information on updated R360 section names, refer to Configure R360 Page and Section Types.

  • Account Hierarchy not Honoring Formatting Option: Formatting Options for the Account Hierarchy section were not previously being honored when the roll-up option was not enabled. This issue has now been resolved, and formatting options for the Account Hierarchy section are being honored regardless of the options enabled.
  • Comment Columns too Narrow while Editing: Previously, the comment columns of the C360 Feature section would shrink to a very narrow width whenever they were being edited. The columns were too narrow for users to effectively see what they were typing, but this issue has now been resolved, and the columns display as expected.
  • C360 Views opening in SFDC Classic instead of SFDC Lightning: When opening a C360 page within SFDC Lightning view, there was previously an issue where the page would sometimes open with SFDC Classic view, instead of Lightning view as expected. This issue has now been resolved, and accessing a C360 page while in Lightning view, will open the page in Lightning view as expected.
  • Days to Renew in 360 Summary Displaying Incorrectly: Previously, the “Days to Renew” widget in the summary of the C360 page was not displaying a negative number as expected. This issue has been resolved, and the minus symbol is now displaying within the widget as expected.
  • Deleting Company Records Does not Delete Associated MDA Relationships: When deleting company records via the Data Operations page, there was previously an issue where associated MDA relationships were not deleted. The continued to exist with a blank Company ID field. This issue has now been resolved, and MDA relationships are now deleted with the associated company records as expected.
  • Unable to Save Embedded Page Configuration: Previously, it was not possible to save an embedded page configuration when the parameters name contained a colon. This issue has now been resolved, and it is possible to save an embedded page configuration regardless of the characters in the parameter name.
  • R360 not loading in Internet Explorer version 11: R360 pages were previously not loading within the browser Internet Explorer version 11, despite loading fine within other browsers. This issue has now been resolved, and R360 pages load successfully regardless of the browser used to access them.
  • Error when Editing and Saving Number Fields: When editing R360 number attributes, there was previously an issue where an error occurred when the attribute was edited and saved without changing the value. Once the error occurred, the field could not be edited without refreshing the page. This issue has now been resolved, and errors do not occur regardless of how R360 attributes are edited.
  • Unable to Access the User List in Shared 360: Previously, when trying to click on the user count to access the user list from the Shared 360’s manage layouts page, an error would occur. This issue has now been resolved, and it is possible to access the user list from the manage layouts page without an error.

Cockpit

  • Unable to delete a Custom Field in Cockpit Configuration: Previously, an inappropriate error message was displayed when the user tries to delete a Custom Field which was added in the Detail View Layout Configuration screen. This issue is now resolved by displaying an appropriate message.

Gainsight Data Management 

  • Relationship records still exist when the respective Company record is deleted: When you delete a Company record from the Data Operation page, the corresponding Relationship records are not getting deleted from Gainsight. These Relationship records do exist without the respective Company IDs. This issue is now resolved and Relationships are deleted when its Company record is deleted.

Surveys

  • Unable to view the complete Response in Survey Response view: Previously, when you view the response of the text type question in the Survey Response view, the responses were getting trimmed. This issue is now resolved and users can view the responses clearly.
  • Pages of Survey displayed incorrectly in Survey 2.0: Previously, in Survey 2.0, the Survey that had more than 10 Pages was not displayed correctly. This issue is resolved and you can now view the Survey correctly.
  • Participant name field is displaying Email ID for 1.0 Surveys sent from Journey Orchestrator: Previously, when you send a 1.0 Survey from Journey Orchestrator, Participant Name field displayed Email ID instead of participant name. This issue is resolved now, but it works as expected for only new Surveys sent from the Journey Orchestrator.
  • Unable to access the survey even if the manager of the user is assigned with survey permissions: Previously, when you assign Survey permissions to a user in Survey 2.0, manager of that specific user also gets assigned with the same permissions. But, the manager was unable to access the survey. This issue is resolved now, and the survey permissions will now work as expected.

Scorecards

  • Unable to use OR logic in Mass Edit report: Previously, when you used multiple filters in a mass edit report and applied the OR logic, the report failed to display accurate data. This issue is now resolved and mass edit report now provides accurate data with the OR logic.

Journey Orchestrator

  • Unable to modify Survey for a Program: Previously, modifications to the Survey of a program was not allowed when the Survey Question was used as one of the conditions in the Conditional Wait section. This issue is now resolved and it is working properly and the users can modify the surveys of a program even if the survey question is used in the Conditional Wait of a Program.
  • Non Operation Email Templates appear in Survey Model: Previously, only operational email templates were displayed in the email chain of a Survey model. But, when the users change the Survey email templates from non-operational template to operational template, it still appears in the Survey model. This issue is now resolved by allowing both operational and non-operational templates to be displayed in the survey model.
  • Unable to send emails through Email Assist: Previously, when users try to send emails through email assist, the system was throwing an error. Due to this error, the customers were unable to send emails. This issue is now resolved and the users can send their emails through Email Assist.
  • Formatting Issues in Fonts of an Email Template: Previously, when the users creates an email template in Journey Orchestrator and use it as an Email Task in Cockpit, the fonts in the email body were not formatted properly and causing issues. This issue is now resolved and it is working as expected without any formatting issues in the email body.
  • Unable to open Survey Response Page when Survey Email is sent through Email Assist: Previously, default page was opened when a Survey email is sent through Email Assist. But, when the same Survey email is sent through Journey Orchestrator, the survey response page was opening correctly. This issue is now resolved and users can access the Survey Response page even if the Survey Email is sent through Email Assist.
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