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Gainsight Inc.

Catch-up on 360 Enhancements

February 2017: 5.5 Release  

  1. Salesforce Sharing Settings are honored while creating or deleting relationship types: While creating new relationship types from the C360 > Relationships section, Salesforce Sharing Settings are honored. If the logged-in user does not have permission to create or delete relationships, the create and delete options are disabled in the UI and an information message appears.

  1. Add Widget report type to C360: Admins may add Widget report types to the CS360 as a new summary section. Reports created on SFDC, MDA, and Data Spaces and with a lookup to Account object can be added to the C360 page. 
    Note: If the fields used in the report do not have a lookup to account, the widget report cannot be displayed in CS360 or R360. 
    To create and add a widget report type to C360: 
    1. In the Report Builder, create a report and select Widget as the visualization type. 
    2. Navigate to Administration > C360 Layouts
    3. Click Configure (gear icon) on a Summary section. The Configure Section dialog appears. 
    4. Click Widgets tab. The widget reports available in the current org are displayed. 
    5. Drag a report from the list and drop in the Preview area. 
    6. Click Save. The Widget report is added to the layout and visible in the CS360 page. 

  1. View NPS Score or Average NPS Score in C360 and R360 Summary: Admins can choose to display either the NPS Score or Average NPS Score on the NPS Widget. The NPS Widget may be added to the CS360, R360, and Zendesk. 
    1. Navigate to Administration > C360 Layouts, or Administration > Relationships
    2. Click + LAYOUT or edit an existing layout (for relationships, click Card View). 
    3. In a layout section, click Configure (gear icon). The Configure Section dialog appears. 
    4. Add an NPS widget. 
    5. On the NPS widget, click the Settings icon. 

  1. In the NPS Score Settings dialog, select an option: 
    1. NPS Score: You can select a time period for which the NPS score will be calculated. 
    2. Average NPS Score: The average NPS score is displayed (no change from previous release). 
  2. Click APPLY. The NPS score selected here will be visible in the Customer 360 or Relationship 360 Summary sections. 

 

  1. Display NPS Score or Average NPS Score in Survey section of C360/R360: Admins can choose to display either the NPS Score or Average NPS Score on the Survey section. The Survey section can be added to the CS360 and R360.  
    1. Navigate to Administration > C360 Layouts, or Administration > Relationships
    2. Click + LAYOUT or edit an existing layout (for relationships, click Card View). 
    3. In a layout section, click Configure (gear icon) on a Surveys section. The NPS Score Settings dialog appears.

  1. In the NPS Score Settings dialog, select an option: 
    • NPS Score: You can select a time period for which the NPS score will be calculated. 
    • Average NPS Score: The average NPS score will be displayed. This option is same from the previous release. 
  2. Click SAVE. The NPS score selected here will be visible in the Customer 360 or Relationship 360 Summary sections. 

 

  1. Add R360 views to Salesforce Widgets: Admins can add the Relationship 360 view in Account and Opportunity widgets. 
    1. Navigate to Administration > Relationships > [click Configure on a relationship type] > 360 view.
    2. Create a new section or edit an existing section.
    3. In the Show me area, select Account Widget and Opportunity Widget boxes. The section will be available in Account and Opportunity widgets. 

Note: As a recommendation, the Account widget height should be set to 700 pixels. By default, the widget height is set to 400 pixels.

  1. Add Multiple Attribute sections to the Customer 360 page: Admins can add multiple Attribute sections to the C360 page from Administration > C360 Layouts. Using an Attributes section, you can group relevant fields in a section and show it in the C360 page. Similarly, you can add multiple attribute sections to the C360 layout and group relevant fields together. For example, you can group churn attributes together in a single section.  


 

  1. Label changes in Relationship Configuration page: In Administration > Relationships > [click on a relationship type] > Configure, the following labels are modified to improve clarity: 
  • Attributes is changed to Fields
  • Linked Objects is changed to Associated Objects
  1. Display decimal values in CS360/R360 pages: For numeric and currency fields, Admins can choose to display decimal values. Formatting options are provided for every number and currency field. You can set these options in the Relationship card view, R360 Attributes, and C360 Attribute configurations. With this enhancement, numeric and currency fields are not rounded off to the nearest integer.

  1. Search for a relationship type globally: Users can search for a specific relationship type from the global search in the Gainsight application using two options. A minimum of 3 letters are required to initiate the search. Once a match is found, a drop-down displays the matching relationship types. Clicking on a relationship type from the drop-down opens a new tab with the Relationship 360 page. The input search term remains in the search bar (sticky) even if you navigate to a different tab. 
    1. Relationship search ‘starts with’
    2. Relationship search ‘contains’ 

  1. CS360 and R360 pages load significantly faster: We added static files caching on the CS360, thus improving the initial CS360 page load, reduced server calls on initial load, improved Summary and Relationship section’s load time, performed some CSS refactoring, and optimized fetching of reports per-section, to expedite fetching of related lists.
  2. View open and closed CTAs together in the CS360’s All CTAs list: The All CTAs option is available now in the drop-down list at CS360 > Cockpit. 

  1. Objective type CTAs are removed from the CS360 and R360 > Cockpit page. To see the objective type CTAs, navigate to CS360 and R360 > Success Plans > Objectives page.
  2. Usability enhancements in Success Plans: Rich text formatting capabilities are added to the text areas in Success Plans. You can also copy and paste content from a source to these text areas, and the text areas themselves are larger.

November 2016: 5.4 Release

  1. CS360 Timeline (Beta): from the Timeline view, users can log Activities, such as Updates, Calls, Meetings, and Emails, along with notes from their customer interactions. For more information, refer to Configure C360 Timeline View and Use CS360 Timeline.
  2. Create Custom CS360 Layouts for different Accounts and Users. CS360 Sections is now renamed CS360 Layouts. Admins can now create up to 11 custom CS360 layouts for different Accounts and different Users. For more information, refer to Configure Custom CS360 Layouts.

October 2016: 5.3 Release 

  1. New toggle button for enabling scroll on the C360 and R360 pages: If you enable Scrolling on the C360 page, scrolling is automatically enabled on the R360 page and vice versa.

Note: With this upgrade, the status of Scrolling on the C360 page is automatically applied to the R360 page. For example, if Scrolling is disabled on the R360 page and it’s enabled on the C360 page, with this upgrade, Scrolling on the R360 page will also be enabled.

August 2016: 5.2 Release 

  1. Enhancement: Add rich text fields to the C360 and R360 Attributes sections. Earlier you could not add a rich text field on C360 or R360. See Configure Attributes Section for more information.
    • To add a rich text field on a C360 page, navigate to Administration > Analytics> CS30 Sections > Click Edit beside Attributes.
    • To add a rich text field on a R360 page, navigate to Administration > General > Relationships > [click on the Gear icon of an existing relationship] > 360 view. For more information, refer to Setting Up Relationships

Note:

  • Gainsight supports formatting options highlighted in the image above.
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