April 2019: 6.2 Release
February 2019: 6.0 Release
January 2019: 5.22 Release
December 2018: 5.21 Release
November 2018: 5.20 Release
Display Labels in CTA Detail View: Previously, the field labels in the CTA Detail View were not customizable. End users may not have recognized the labels since they always displayed the Salesforce defined labels. With this enhancement, to make the field names more descriptive and contextual, admins are now allowed to customize/rename the display Label of the fields added to the Detail View Layout, from Administration > Calls to Action. This configuration is per CTA type and Relationship Type. Once admins define the field labels, CSMs can see the newly defined display Labels in the Cockpit > CTA Detail View.
Note: The newly defined display labels are honored in other functionalities of Gainsight. Ex: C360, Widgets, etc.
Use Case: For instance, a Company X has two relationships in which the usage data of Relationship Type 1 means Daily Active Users and for Relationship Type 2 is Monthly Active Users. Previously, when a CSM views the CTA Detail View from Cockpit, the field name for Usage Data in both the Relationship types was Usage Data, which is not contextual and the CSM could not exactly understand the values appearing in the Usage Data fields. But now, admins can customize the field names to make them more descriptive for CSMs to understand.
Selection of "Record Types" when creating records in linked objects from Cockpit: Linked Objects allow admins to link CTAs to other Salesforce objects, whether they are standard objects, like Case or Opportunity or Contact, or custom objects. This allows CSMs to see relevant information from Salesforce records, and also update these records directly from Cockpit. The SFDC objects which have at least one field with a look up to the account will be available in the Linked Objects section to link to CTAs. Examples: SFDC Opportunity, Milestone, Cases, etc. (For more information, refer Configure CTA Linked Objects and Create CTA Forms using Linked Objects.)
With this enhancement, while creating new records in a linked object from Cockpit, CSMs will now be able to select the Record Types defined in Salesforce. Previously, any record created in linked objects from Cockpit was always set to the Salesforce default record type. To allow CSMs to select record types from Cockpit, admins must first configure Linked Objects and then the Record Types defined in Salesforce appear in the dropdown list. This configuration is per CTA type and Relationship type.
Note: CSMs will see the record types and the corresponding picklist values based on the settings defined in Salesforce.
Use Case: For instance, the Salesforce admin has setup multiple record types for their Case object in SFDC, to facilitate different business processes. For example, the picklist values of the “Case Reason” vary based on the segment selected. In Record Type 1, the values defined for Segment 1 are: New Feature Request, Wrong Set-up, etc. and for Record Type 2, the values defined for Segment 2 are: Lack of Training, Didn’t understand functionality, Instructions not clear, etc. Previously, if their CSMs want to create case records on Segment 1 from Cockpit, they would also see New Feature Request (value from Segment 2), which did not make sense. This resulted in incorrect data when a report is generated. But now, CSMs can see all the record types and their respective picklist values assigned for each segment, while creating records from Cockpit, provided CSMs have access to to the selected record type.
To Configure a Record Type in a Linked Object:
- Navigate to Administration > Calls to Action.
- In the Linked Objects section, select a CTA Type and select an object from the Linked Object dropdown list. Ex: Objects can be Case, Opportunity etc.
- Navigate to Detail view layout configuration section.
- Click the linked object sub tab, selected in the previous step. For more information about how to add linked objects to the detail view layout, refer Configure CTA Linked Objects.
- Click the Select Default Record Type dropdown list. You can see the list of record types configured from Salesforce, along with the Default Record Type set in Salesforce. To configure record types in Salesforce, click Create Record Types in Salesforce.
- Select the required record type.
- Salesforce Default Record Type: The default record type set in Salesforce. If you wish to continue with the existing functionality, you can select this record type and deselect the Allow users to select other Record Types checkbox.
- Gainsight Default Record Type: The record type you select from the dropdown list.
- If you select the Allow users to select other Record Types checkbox, CSMs/users can see all the record types in the dropdown list, along with the default types, from Cockpit.
- The default values set for each field in the detail view layout are NOT per record type.
Once Admins have configured the record types, CSMs/Users can select a Record Type, while creating a new record in a linked object from Cockpit > Detail View.
- You will not be able to create a new record, if you do not have access to to the selected record type. You may have to contact your Salesforce administrator for access rights.
- By default, the Salesforce default record type is selected for the CTAs created from Rules, Surveys, etc., but you can still delink and select the required record types.
Introducing AccountContactRelation Object in Associated Contacts: Previously, Email Assist and the Associate Contacts option in Cockpit only supported the Contact Object in Salesforce. This meant the CSM could only work on contacts present in the "Contact" object in Salesforce. However, Salesforce offers an AccountContactRelation object, in which a single contact can be tied to multiple accounts. If your org uses this object in Salesforce, CSMs will now be able to search and find the contacts associated with multiple accounts, along with the contacts on the primary account.
Use Case: For instance, a Company X has multiple Account IDs (Sales Account ID and Technical Support ID). Once admins configure the associated contacts on the AccountContactRelation object, instead of the regular contacts object, in Gainsight. CSMs will now be able to search and see all the contacts associated with both Sales and Technical Support Accounts, provided the Company X is using AccountRelationContact object in Salesforce.
AccountContactRelation object: is a junction object created between the account and contact objects in Salesforce. Using this object, a single contact can be tied to multiple accounts and all the contacts associated with multiple accounts are stored in this object.
To allow CSMs to search for the contacts associated with this object from Email Assist and Associate Contacts in Cockpit, admins must first configure AccountContactRelation object, instead of the regular Contacts object, from Admin > Calls to Action > Account/Relations General Settings.
Note: If you are not using the AccountContactRelation object in SFDC, and would like to set up this object in your org, refer Set Up Contacts to Multiple Accounts. To configure Associated contacts on AccountContactRelation object:
You must first set up contacts to multiple accounts from Salesforce to see the AccountContactRelation object in Gainsight. For more information on how to set up contacts to multiple accounts, refer Set Up Contacts to Multiple Accounts.
Note: Contact your Salesforce Admin for assistance.
Configure Associated contacts on AccountContactRelation object
- Navigate to Administration > Calls to Action > Account > General Settings.
- Click the gear/Search Configuration icon. The Associate Contacts Search Configuration screen appears.
- Search Fields: By default, Contact name and Email are added to this section.
- In the Filters section:
- Contact Object: By default, Contact object is selected. But, you still have the ability to select AccountContactRelation object from the dropdown list.
Note: Under Relationship tab, you will see AccountContactRelation object along with the existing Contact and Relationship Contacts objects.
- Account Fields: All the accounts fields in the Contact object or AccountContactRelation object or Relationship Contacts object (at relationship level) are available here.
- Click +FIELDS to add fields to filter criteria. At Account/Relationship level - By default, Contact Account ID = CTA Account ID is added.
- Click SAVE to save the configuration.
Once Admins configure the Associated contacts with the AccountContactRelation object, CSMs/Users can now search and select the contacts associated with multiple accounts, from CTA Detail View and Email Assist.
IMPORTANT: Once you configure the AccountRelationContact object in Gainsight, and if your Salesforce admin disables Contacts to Multiple Accounts from Salesforce, keep in mind that doing so deletes all indirect account-contact relationships. Only the associations between a contact and its primary account will remain. And within Gainsight, Admin and CSMs will see error messages on the UI, as shown below.
On Gainsight Admin page:
On Account/Relationship CTA Detail view: