Version 4.8 release of Gainsight includes:
- Enhanced Rules Engine
- Ability to create calculated Scorecard measures
- New Rules Engine UI
To access the new Rules Engine, navigate to Administration then click on Rules 2.0
If there are not any Rules already configured, you will see this screen.
When rules are added, they will be displayed in a list view. Each row represents a rule along with the actions that can be performed on the specific rule.
- Name - Rule Name
- Rule Type - Value will be either Custom or Engagement
- Toggle Status - The first toggle button shows the status of the rule. This button allows you to toggle between active and inactive
- Delete Rule - Deletes the rule
- Edit Rule - Allows editing of the rule
- Run Rule - For Engagement rules that do not have any alert creation actions, they will not have a test run option. Custom rules will not have an option to test.
The Rule Detail is shown after we click on the name of the rule from the listing interface. The detail view includes the rule type, the description, the fields added from the source object to the query fields, the applied fields, rule actions, and audit log info.
Creating an Engagement Rule
Click the Add New Rule button in the top right corner. From there choose the Rule Type, name the rule and input a description. After doing that click the next button.
Drag and drop a minimum of one Adoption measures to the filter section. Be sure to configure the measure before adding fields from the Customer Info, Account or Usage Data objects. After all the required fields and filters are configured, click next to set up actions.
Only one 'Create Alert' action is allowed per rule.
Multiple 'Set Score' actions are allowed per rule. While setting up a score action we can add additional criteria to define when the actions should be performed.
Creating a Custom Rule
When creating a custom rule, select "Custom" as the rule type.
The first step is selecting the source object from the drop down menu.
After the object is selected, drag and drop the field that will be used to push data into the target object. This could be Usage Data or Customer based on the action type. Add additional filters to complete your query. Adding Account ID into Show is mandatory for saving the rule.
If multiple fields are added to filters, then each filter condition is given a label. We can also configure an advanced logic instead of the default as well as logic between each filter condition.
Currently there is no validation in advanced logic. If there are errors in the logic syntax, the rule execution will fail.
Once the rule is set up, you can preview results. This will show the top 10 results which match your filter condition. Alternatively you can click next to set up actions.
Setting Up Actions
- For both Customer and Usage data, the account mapping is mandatory.
- For Usage data, Account and Date are mandatory fields.
- Userlevel Aggregation name is not mandatory and when it is not mapped or mapped with incorrect values, the data is loaded at Account Level.
- While loading Instance or User level data, the user configuring the rule should make sure Instance id and User are mapped for each case respectively or else there will be validation errors while inserting the data.
- We can also include a new Field mapping to map a target field to a custom value which was not part of the query.
- For date fields we have special functions available with respect to the rule date. Additional criteria can be added to any of the actions and multiple action types can be created per rule.
After all Actions are created and saved, click on the scheduled button to define how frequently and when the rule should run. For a customer sync operation, it would be ideal to run this rule each day. For a data load operation, it would be ideal to run the rule weekly.
When the start date in the scheduler is set to a date in the past, it will also run for the historic period and load data.
For example if we were querying the number of closed cases per week and loaded it into an adoption measure called 'Closed Cases', then we could add a filter condition on close date to say "Close Date > Rule Date - 7 days and Close Date < Rule Date". Now if a weekly schedule is created to run once a week on Sundays from 1.1.2014 to 1.1.2015, the first Sunday from 1.1.2014 will start the rule as the first sunday. It rule will run until the rule date is less than or equal to today.
Segment.io and Mixpanel Integration
Subscribers of Segment.io and Mixpanel can integrate their data with Gainsight. You can configure your Segment.io or Mixpanel integration to see a feed of events by user, a summary of usage stats and the ability to report on your data. These integrations offer the following features and benefits:
- Administration UI -- Integration user interface that makes connecting your data sources easy
- Usage Summary -- See a quick summary of your top users and top events within the C360. The Usage Summary shows the number of active users and events over the last 7 days. It also shows a percent change compared to the previous 7 day period. The Summary also shows a 7 day trend line which includes a table showing top users by event and top events by user. The Usage Summary is updated when the scheduled aggregation runs or when you manually run an aggregation from Ingtegrations.
- Usage Feed -- See a feed of events by user and time. Segment.io events are updated in real time. Mixpanel events are updated once daily, however they still containt the timestamp of the original event.
- Analyzer Reporting -- The Mixpanel or Segment.io data you bring into Gainsight will be available for ad-hoc reporting in Gainsight at the event level. It can be aggregated to a daily level.
- Syncing Data to Salesforce: once your data is connected, you can run or schedule recurring syncs that aggregate your Segment.io or Mixpanel data to a weekly level. You can then sync this to the usage data object. Benefits include your Adoption graph in Gainsight can show the aggregated weekly Segment.io or Mixpanel data. The Segment.io and Mixpanel data can also be used to generate alerts.
To configure your integration, navigate to Administration --> Integrations. Follow the instructions to connect your data source and identify the required fields.
Usage Summary in the Customer 360
Usage Tracker in the Customer 360
Usage Tracker with user search in the Customer 360
Improved Account Widget
The new Account Widget can include all Customer 360 sections except the standard Attributes section.
The visibility of sections can be controlled by navigation to Administration --> CS 360 Sections. Edit the corresponding section choose to show in the Account Widget.
If multiple related lists are added to the Account Widget, they are grouped and shown under one menu item.
Gainsight version 4.8 also includes 2 scorecard views: Compact View and Detailed View. To toggle between the views, click on the icon at the top right corner of the scorecard section. This improved scorecard view is also available in the C360.
New Scorecard Views
Compact View: Each measure card is minimized to show the Score, Name of the measure, Comments icon and Stale Score indicator.
Detail View: Improved styles and also includes the Stale Score indicator.
Gainsight Email Service
Witch version 4.8, you now have the ability to send survey emails via Gainsight Email Services in addition to the email services of Salesforce.com.
- No longer limited by the 1000 email a day limit of SFDC. You can send as many emails per day as you like via Gainsight Email Service.
- Use the same email templates as you previously have been in SFDC.
- Single select configuration -- Select "Gainsight Email Service" as your email service from within the Survey UI and the rest is taken care of. No additional configuration is needed, as Gainsight does everything else in the background to deliver survey emails.
- Participant batch since can now be set up to 5000.
Fixing Data Anomalies in Customer Info Records
The following data inconsistencies can occur on Customer Info records:
- Multiple Customer Info records for a single account. This can happen when two account records are merged in Salesforce
- Customer Info field on the Account record is null for a customer. This can occur when there are validation rules or other errors that prevent Gainsight from updating the CustomerInfo field on the corresponding account record.
To view and correct these issues, navigate to the VisualForce page named 'DataAnomalies'. When you are in any of the Gainsight pages, replace the url after "apex/" with "DataAnomalies". This is a sample URL to access the DataAnomalies page: https://jbcxm.na7.visual.force.com/apex/DataAnomalies
This page has 2 sections. Each section represents one type of anomaly.
Account with no Customer Info field value:
For these accounts, a list of records with an option to fix each record individually or a fix for all is shown. If any record fails, there will be a message failure for that row.
Account with multiple CustomerInfo records:
For an account with multiple CustomerInfo records, there are options to either delete the duplicate or merge all the records. While merging, MRR, ASV, Users and One Time Revenue is added. Renewal Date and Original Contract Date are set to the minimum of all the records.
Salesforce Components Introduced in v4.8
VisualForce Page Tabs