Version 4.10 release of Gainsight includes:
- Scorecard History Tracking and Reporting
- Reports 2.0 (Matrix Data Analyzer Reporting)
- (New) Service Cloud Widget
- Improved Opportunity Widget
- Improvements to the Rules Engine
- Search by Instance
- Cockpit (Beta)
Version 4.10 includes the ability to take a snapshot every week or month (based on the date granularity in usage configuration) and store it in Usage Data. Once this snapshot is available, we can report on this data under Engagement and a new section within Scorecard 360 view.
Enable Loading Scorecard Snapshot to Usage Data
Scorecard data is not loaded into Usage Data by default. This can be enabled by clicking on the checkbox next to "Load Snapshot to Engagement every week".
Once this is enabled, a snapshot will be taken just before the end of every week (based on week definition in Usage Configuration) or every month based on the date granularity. The Snapshot is captured into the Usage Data object from that point forward.
The existing functionality of History tracking which would track a score change event once ever 12/24/36/48 hours will continue to be an option.
Creating, Mapping and Editing Scorecard Measures
Once "Load to Snapshot" is enabled, we will automatically create an engagement measure for overall health score and each scorecard measure. These engagement measures can be viewed under "Scorecard Columns" in Usage Configuration.
For each scorecard measure and for overall health score, a numeric field will be created on the UsageData object. The scorecard snapshot will be stored in these fields at the Account Level.
Engagement rules will not be triggers when the scorecard snapshot is loaded into Usage Data.
After the Load to Snapshot is enabled, a pop up appears that indicates the progress of the measure creation, field creation and mapping process.
This popup should not be closed while this is in progress. We will automatically map the new fields to the engagement measure. System Name and Color will be determined dynamically.
- For Scorecard Measure, the name of the fields will be SC__<IDofScorecardMeasure>__c
- For Overall Health Score, the name of the field will be SC__OverallHealthScore__c
- Description for fields include the scorecard name
Scorecard measures added to Engagement will not be editable from the Engagement tab. Whenever a scorecard measure is edited, the corresponding measure name and field descriptions will be udpated.
Whenever a scorecard measure is deleted, we will also delete the corresponding usage data measure and all the historical data will be lost.
Scorecard Reporting in C360
Select the history view from the top right corner of the section to view the history.
The top area of the section includes the overall health score, overall health score trend and comments. In the Historical View mode, the contents below the top section will be changed to show the trend of overall heal score and measures as a density graph.
Reports 2.0 - Matrix Data Analyzer (MDA) Reporting
With v4.9, you can visualize your data from the Matrix Data Analyzer (MDA) in charts as well as in tables. To access the new report builder follow these steps:
- Click on the Reports 2.0 button in the Admin page
- You wil be directed to the reporting area. The page will display the list of reports and their corresponding subject areas. To create a new report, click on the "Add New" button on the page.
- Select a subject are of your choice and click "Proceed".
This will take you to the new Reporting area depicted above.
- On the left hand side, al the dimensions and measures will be listed. A dimension includes strings and dates. A measure includes integer and decimal
On the top you will find three sections which you can drag and drop measures and dimensions into.
- Row: Data dragged and dropped into rows will be displayed in rows.
- Column: Data dragged and dropped into columns will be displayed in columns.
- Measure: Data dragged and dropped in measures are treated as data measures and corresponding data values are displayed in the columns.
You can search for the dimension/measure that you'd like to add to your report using the search box on the right hand column of the rerport.
To create a new report, you have to drag and drop data into the row, column or measure section of the report builder. Once dragged and dropped, click the "Run" button. We will display the data by default in a table. To switch to a graph, click on the graph type you'd liked to visualize data in.
Once you have dragged and dropped data into the report builder, a table representing the data will be displayed by default. To switch to a different visualization, click on the corresponding visualization that you'd like to use. The list of visualization option are as follows:
- Bar Chart
- Column Chart
- Stacked Bar Chart
- Stacked Column Chart
- Area Graph
- Scatter Plot
- Bubble Chart
The list of suggested visualization is dependent on the type of data you drag and drop on the report builder area.
To add filter conditions on data that has not been included in your report but is part of your subject area, click on the filter icon on the top strip of the report builder area.
The list of filter options available includes:
- Not equal to
- Does not contain
List of filter options available for date data type is:
List of filter options available for integer data is:
- Not equal to
- Less than
- Greater than
- Less or equal
- Greater or equal
- You can add only one filter condition per data added to your report
- You can limit the number of records you want to display using the ranking feature
- All data of the integer/decimal variety can be selected for ranking your table or graph.
Service Cloud Widget Overview
Support representatives can now easily view key GS data. With the Service Cloud Widget View summary tab, a Service rep can look at the customer health trends over time. Then can also look at how long they have been a customer, Renewal Date, ARR and number of users.
The Service Representative can also easily look at the comments to explain the health score.
The product usage information is also available. All adoption metrics are easily available for review.
The Service Representative can also create a CTA for the CSM if the account needs it by clicking on the available "Create CTA" button.
Enable Service Cloud Widget
The Service Cloud Widget was introduced to enable support organizations to see the overall health of the customer as they are working on support tickets in Service Cloud. This feature is available with the Transform package only.
To Enable the GS Service Cloud Widget in Service Cloud:
Navigate to Setup -> User Interface and enable the Sidebar options:
- Enable Collapsible Sidebar
- Show Custom Sidebar Components on AllPage
Go to the Case Detail page and click on Edit Layout link (or go to Setup -> Cases (Page Layout) -> Edit the detailed view of the Case Feed Layout
Click on Custom Console Components
Select the side bar where you wish to add the Gainsight custom VisualForce page along with the existing components in the side bar. In this example we made changes to the right side bar. Then click on Save. Lastly save the entire Case Feed Layout.
The selected VisualForce page from Gainsight appears in the side bar along with the other existing tabs.
Improved Opportunity Widget
The new improved Opportunity Widget now replicates all the styles applied to the improved Account widget and can include all CS 360 sections including the standard ‘Attributes’ section. The major difference between the opportunity and account widget is the Transactions section. The transaction section in the opportunity widget will work as the form to manually convert the opportunity into a transactions or to view the transactions that are linked to this opportunity.
Improvements to Rules Engine
The following enhancements have been made to the rules engine:
Ability to query from Matrix Data Platform
Custom rules can now read data from Matrix Data Platform on which additional actions can be performed. For example you could query the daily user level data available in Matrix Data Platform and create actions on it.
To query from the Matrix data platform, select 'Matrix Data'. If you would want to query from a native SFDC object, click on native data.
While querying on Matrix Data only the collection that have mapping to SFDC account are visible. The AccountID field is required to be in the show area before you set up actions.
Rules Engine Execution Logs and Email Notification
Post v4.10 you will be able to view the most recent executions tatus of rule and know if it succeeded or not. It will also display the details. An email is also sent with a detail report of the execution results. Along with this we can now also view when the rule is next scheduled to run. The Next Run Date time value is available only for rules that have an active schedule.
To view Execution Logs in more detail, click on a rule to open up the details view and scroll to 'Execution History'. Up to 20 executions are listed in this history. The most recent execution is expanded by default. To view more detail logs of the execution, click on 'View Logs' corresponding to that execution.
Whenever there are failures in an execution, you will see the red exclamation icon.
The detail logs will include the reason for the errors.
Testing Custom Rules and Email Notification
Now custom rules can be tested. To test a custom rule, click on Run Rule. Make sure the checkbox next to Test Run is selected.
After a test run or a normal run, an email notification is sent with a .xlsx file. This file will contain one summary sheet with the details of the rule criteria and execution summary details. One sheet contains Rule Results which is a list of records that the query would run. It is followed by additional tabs for each action in the rule.
The results for the test run are only an indication of the record that the rule will try to upsert. There might be an error during the actual run because of data issues.
An example of one of the emails is depicted above.
Search By Instance
Post v4.10 when an org is set to track usage by instance, we can now search for an Instance directly from Gainsight Home or the C360 page.
Cockpit is a new feature which will, replace the existing Alerts and Events functionality (under the Actions tab). We wanted to create a home for action-oriented CSM teams, so that they are able to more effectively address all current and potential issues and opportunities in their customer base, and as a result, are able to scale their operations easily.
Cockpit is now available for users by default.
To learn more about the Cockpit check out the following articles:
SFDC Components Introduced