1. Deactivated CTA elements no longer appear in other functionality: In Administration > Call to Action, when a CTA type, status, reason, priority, or snooze reason is deactivated from the Account or Relationship level, it will not be available for mapping in other functionalities in Gainsight, such as in the CTA creation form, Rules Engine, etc. This enhancement is shown for a CTA reason below, and it applies to other CTA elements also.
a. Navigate to Administration > Call to Action.
b. If the CTA reason is already mapped to a CTA, users can see it as disabled in the CTA detail view.
c. If users change the CTA reason, the disabled CTA reason will disappear.
2. Configure Objective CTAs to display in C360/R360 > Cockpit section: Navigate to Administration > Call to Action > General Settings. At the Account level, Admins can see a new toggle button Show objectives in C360 Cockpit. By switching this toggle On, users can see objective type CTAs tied to Success Plans in C360 > Cockpit.
At the Relationship level and for any Relationship type, Admins can see a new toggle button Show objectives in R360 Cockpit. By switching this toggle On, users can see objective type CTAs tied to Success Plans in R360 > Cockpit.
3. Option to select Account ID field for associated contacts in CTA configuration: Navigate to Administration > Calls to Action > General Settings. At the Account or Relationship level, Admins can now see a new dropdown list to select an Account lookup field for Associate Contacts. When Admins select an Account lookup field, all the associated contacts from the field can be selected in the Account and Relationship CTA detail view. This enhancement lets the users select the associated contacts applicable only to the specific Account or Relationship in CTA detail view.
4. Custom fields can now be displayed in Playbook tasks: Navigate to Administration > Tasks > Detail view layout configuration. When Admins configure the custom fields in task detail view layout configuration, users can see these custom fields in Cockpit > Playbooks. When these playbooks are applied to a CTA, users can see the custom fields in Cockpit > Task detail view. These fields can also be synced to SFDC tasks if syncing is enabled.
With this enhancement, Admins can add custom fields to the Playbook tasks. Custom fields in the tasks are used to give task specific extra information to the CSMs and allow CSMs to enter information required to standardize task level reporting.
a. Navigate to Administration > Tasks > Detail view layout configuration and add custom fields.
b. Navigate to Cockpit > Playbooks. Users can see new custom fields in the task detail view.
c. Navigate to Cockpit > List. Following image shows the tasks applied from a Playbook to the CTA. Users can see the custom fields in the task detail view.
5. Email Assist tasks are tracked as Timeline Activities: Emails sent from Email Assist tasks can be tracked as an activity for the Account or Relationship CTAs. To enable this setting:
a. Navigate to Administration > Calls to Action > General Settings at the Account or Relationship level.
b. Switch the toggle Automatically track email assist emails in timeline On.
Users can now see activities on email communications in CTA detail view > Timeline.
6. Configure a default CTA Type: Navigate to Administration > Call to Action > Call to action type. Admins can now select a default CTA type. When users assign tasks in C360/R360 > Timeline, a new CTA is created for these tasks with the default CTA type. To create tasks in a CTA from the Timeline feature, it is recommended to set the default CTA type to Activity. Admins can always change the default CTA type as required.
C360 / R360
1. Configure multiple Relationship 360 layouts: Admins can configure multiple Relationship 360 layouts and assign to users or accounts based on criteria such as Account Type or Industry, and User Role. For example, you may want to create different layouts for your executives and your CSMs; or you may want to have different layouts for your Enterprise customers, and your SMB customers. You could also create a different layout for each stage of a customer’s lifecycle, or for customers versus channel partners.
To create multiple layouts:
a. Navigate to Administration > Relationships.
b. Click Settings (gear icon) on a relationship type.
c. Click 360 Layouts. By default, a R360 layout will be present in Gainsight, you can also add more layouts and assign them as Default.
d. Click + LAYOUT. The Add Layout dialog appears.
e. Type a name and description for the layout and click SAVE. The new layout will be created.
f. Click Edit (Pencil icon).
g. Add fields, sections, and associated objects as required. After you add a field/section/associated object, you can rename it as required.
h. After configuring the layout, you can create criteria to assign the layout for a particular relationship type.
i. Click ASSIGN LAYOUT. The Assign Criteria for Layouts screen appears.
j. Select a relationship attribute and an user attribute.
k. Assign a layout for the selected attributes.
l. Click SAVE.
1. Assign weights to Dropdown or Matrix Survey questions: Admins can assign numerical value/weight for different text-based answer options on Dropdown or Matrix survey questions with Single Answer selected. This option will only be available if the Single Answer checkbox is selected with these question types, otherwise it will be disabled by default. After checking the Single Answer checkbox, the Answer Scoring checkbox can then be checked. When this option is checked, a numerical drop-down box will appear next to each of the question’s answers; this is where the score can be assigned. Survey analytics will calculate the sum and average of the answers. Support Satisfaction questions are a good use case for this feature.
Below is an example of how responses to these questions will appear in Survey Analytics:
2. Partial Survey Responses can be Saved: Survey responses will auto-save every 5 seconds. If a respondent drops off a survey due to survey fatigue or navigates away from the survey, Gainsight users will receive partial data. The respondent can also complete the survey later without losing any data. Incomplete submissions will be logged as “Partial Saved” until a set amount of time determined by the admin elapses. The Partial Saved survey will be logged as “Partial Submitted” after the set amount of time passes. To configure the amount of time required before a partially saved response gets converted to responded, open the survey in question, navigate to Properties > Partial Completion. By default, this value will be set as 10 days.
Note: Once a partially saved response gets converted to responded, participants will not be able to continue taking their survey.
3. Store Survey data in a single MDA Object for easier reporting: Survey response data can now be “flattened” and stored as a new MDA object. Then the data can be reported on within report builder without the need for a data space. The newly created MDA table will have each survey question as a column header. Contact Gainsight Support in order to enable this feature.
4. New NPS® Text Analytics Section: For Surveys with NPS® questions, there is a new section in the Survey module that displays the NPS® Text Analytics results.
Note: This feature must be enabled in Survey settings. To complete this, you will need the Gainsight Admin permission set. Use the instructions in this document How to Enable NPS® Text Analytics.
This new view includes two new tabs by default:
a. Detail View: This will show all aspects sorted by sentence count. The top section will display a summary view showing total number of sentences, as well as a breakdown by sentence category. The lower list view will have a column for Aspect Group, with the individual associated aspects in parentheses, as well as columns for the count of sentences within each Aspect Group, and an Aspect Sentiment column that shows the sentiment of the sentences containing each Aspect Group.
b. Word Cloud: This displays the top 50 Aspect Groups. Hover over each aspect group for additional details.
Note: The NPS® Text Analytics section will display the message “No Data Found For This Survey” if there is no text analytics data found. This will usually occur if:
- The survey has 20 or fewer Survey Responses with comments.
- After processing the survey, no opinion sentences were found.
For more information on the NPS® Text Analytics feature in general, see the article How NPS® Text Analytics Works.
1. Formula Builder integration with Bionic Rules: The Formula fields in Bionic Rules are now supported, but the +Formula Builder button can be seen only when you perform the Transformation* (previously called Aggregation) tasks. This enhancement allows you to create different types of formulas so that you can avoid creating them on the Object directly in SFDC or MDA.
The following image shows the Transformation task as an output task where you can click the edit icon.
You can see the new +Formula Field button only when you aggregate the fetched data while transforming the task.
This feature is very similar to Calculated Fields in Custom Rule, but simpler. This will be shown as Number Field to add in the Show section while setting up a Bionic Rule. The following list describes each field available in Formula Builder > formula Field (refer the image below):
- Output Field Label: This name contains only alphanumeric and underscore characters. The label should always start with an alphabetical character.
- Output Header: This name is used as CSV Header to process action. This is view only and is generated based on the Output Field Label (but without space).
- Decimal Places: Number should be between 0 and 9
- Formula Type: When you add a Formula Field, you have the following Formula Types available:
- Expression: All arithmetic operators are considered as Expression.
- Function: Any predefined function (calculations already available in Engagement Rule) that Formula Builder supports. Bionic Rules now fills the gap of Engagement Rules as this will be deprecated soon after this release.
Note: When you select the Function check box, the following alert message appears stating that Date field is mandatory to use Trend Function type of formulas.
- You cannot create both Trend Functions and Expression in the same tasks. You can create two tasks in the same Bionic Rule - one with Trend Functions and another with Expression.
- When you create Trend Function, at least one field in GroupBy section is required.
- When you create Expression, the GroupBy section should not have any fields.
- For more information about Formula Builder and different formula types, refer to the Formula Builder in Bionic Rules article.
2. ‘Create CTA’ action enhancements in Rules Engine: Create CTA action is now more flexible. You can map/populate Custom fields and Associate Contact.
- Custom Fields: If you want to create a CTA with Custom Fields along with the Default Group of fields in Rules Engine > Setup Action, perform the following steps:
a. Ensure that you have configured the Default Group containing the Custom Fields first from Administration > Calls to Action > GLOBAL tab > Select the Default type > Detail view layout configuration section > CALL TO ACTION tab.
i. Standard fields are Read Only by default as shown in the following image. Custom fields that are marked as Read Only, will not be displayed in the Setup Action screen in Rules Engine.
ii. Custom fields that are marked as Mandatory, values must be provided in the Setup Action screen in Rules Engine.
b. In Administration > Rules Engine > + RULE (Bionic Rule - Custom Fields in Bionic Rules) > Setup Rule screen, click NEXT after adding the required datatypes in the Show and Filters sections and navigate to Setup Action screen.
c. Click +ACTION and from the Action Type drop-down list, select Call To Action.
d. Select the CTA Type. Depending upon CTA Type, it will show all the custom fields (under Additional Fields) that you Configured in Detail view layout configuration section > CALL TO ACTION tab. The following image shows an example of Additional fields section that contains custom fields configured from Calls to Action > GLOBAL tab > Select the Default type > Detail view layout configuration section > CALL TO ACTION tab.
- Associated Contact Field: For Custom Object, Standard object, and Gainsight Object, if there are any contact lookup fields available, the same can be added in the Setup Rule > Show section.
Once the lookup field is added in the Show section, it will be available in the Associated Contact field in Setup Action screen > Call to Action (Type) > Create CTA section (as shown in the following image).
3. Load to Company Action Type available in Bionic Rules: Whenever you want to update the action on Company standard object in a Bionic Rule, you can now update by selecting the Load to Company option from the Action Type drop-down list on Setup Action screen. Only Update operation will be supported.
4. Dropdown Lists support in Rules Engine > Bionic Rule and Custom Rule: With this release, ‘Dropdown Lists’ feature is introduced in Data Management.
This enables Admins to create their own Dropdown Lists by creating a new Category in MDA Account and adding new items to be available in the list.
a. Navigate to Administration > Data Management > Dropdown Lists where you have the Categories listed, or you can also add new categories by clicking +CATEGORY.
In the following example, Department is selected as Category. In this category,
b. Enter the name of the Object in the category. (here, Test for Standard Object) with in MDA Account.
c. Click +ITEM. (here, Marketing, Sales, and Business are some of the items added)
d. Navigate to Rules Engine > [click on any Bionic Rule (here, Dropdown Lists Usage)] > Setup Rule screen.
e. Select Matrix Data.
f. Select the source object (Test for Standard Objects) that was created in MDA Account in Data Management > Dropdown Lists page.
g. Drag and drop the Dropdown type in the Filters section. You can now see the same drop-down list that you created (as items) is available here. (refer the following image).
5. Aggregation Task in Bionic Rules is renamed as ‘Transformation’ Task: When you click +TASK in the Setup Rule screen, the ‘Transformation’ task option is now available in place of ‘Aggregation’.
1. Download a changeset file when a migration job is complete: The changeset file contains the information of schema, metadata, and assets selected during a migration job. Only the records which are inserted as new in the target org will be captured in the changeset file. If you want to perform migration to a different org with the same schema, metadata, and assets, you can directly upload the changeset file and perform the migration. For example, if you have run a migration job from Org A to Org B, and wish to migrate the new records from Org B to Org C, you can use the changeset file and start migration. In Administration > Migration screen, a new option By Uploading Config is introduced for this purpose.
2. Rerun migration jobs for different orgs: Admins can now re-run a migration job with the preselected configuration (selection of schema, metadata, and assets) to a different org. For example, if you have run a migration job from Org A to Org B, and wish to perform migration from Org A to Org C, you can use the re-run feature to perform the migration.
3. Additional asset types can be migrated: Admins can now migrate data spaces, power lists, reports created on data spaces, dashboards/layouts with reports and widgets, and rules with the Load to MDA action, using the Cross-org Migration tool.
1. Required constraint at the field level for loading new records: Required constraint is set at the field level which mandates that this field has data for all the records and a value is required to load a new record in this field while importing data. By setting this constraint, the field is not allowed to ingest a null value record while importing data. It is useful to set this constraint for all identifiers and key fields which should not have a null record. (Example: SFDC ID)
a. Navigate to Administration > Data Management.
b. Select an object. In the Actions column, click View field icon to edit any field.
c. Following image shows the Required constraint checkbox.
- While importing data into the field:
- If an user sets a default value for the field and the source record is empty/null, then that default value will be ingested.
- If the default value is not set and the source record is empty/null, then that record will be rejected.
- This constraint can only be applied on a field which does not have any null/empty values.
2. Multiple match by fields can be matched now in data import lookup to ingest GSID: Admins can now match multiple fields between the source and target objects to import GSID from a standard object. Admins can use Data import lookup to setup a derived field to ingest GSID and multiple fields match helps to ingest correct GSID into the standard object. Derived fields are now available in Gainsight Connect, S3 Connector, and GS Bulk API. To see this enhancement in Gainsight Connect:
a. Navigate to Administration > Gainsight Connect.
b. Select an object into which you want to import data from another object in SFDC. Admins can see a new section Derived field mappings for data import lookup.
c. Click on data import lookup icon. Data import lookup configuration dialog appears.
Here you can select another MDA standard object to lookup and match multiple fields of source object to target object. Click + icon to add multiple field mappings. You can match up to six fields from a SFDC object with lookup object.
Note: You can match by SFDC ID, GSID, String, Email, and Dropdown list data type fields during data import lookup.
For more information on data import lookup, refer to Data Import Lookup.
1. Email Notifications option in Gainsight Connect: Navigate to Administration > Gainsight Connect > Objects > [Click the edit icon of an Object]. A new section Send email notification is provided to configure email notification settings in object Connect Setup. When Admins assign email address/list of addresses for On Success and On Failure, users will receive automatic email notifications on success or failure of data import through Gainsight Connect. The email notifications are useful to keep track of success or any failure in data import and take appropriate actions. For more information, refer to Gainsight Connect.
Gainsight Bulk API
1. This feature is introduced to load data into MDA objects, to reduce the complexity in using Gainsight cURL commands, and to provide a better UI Interface. Admins can now load data into standard objects also using Gainsight Bulk API. To access the GS Bulk API Connector, navigate to Administration > Connectors 2.0. For more information, refer to Gainsight Bulk API and Gainsight Bulk API FAQs.
Customers can view their Gainsight data in the new Gainsight 360: Gainsight customers can view their organization's Gainsight product usage data to better understand how their users are utilizing Gainsight 360. Additionally, customers can see Summary, Attributes and Related List sections. Gainsight 360 does not include information on our customer's customers. The view is read-only and cannot be exported. Customers can view the layout from Administration > Analytics > Gainsight 360.
Please send a request to firstname.lastname@example.org to have the Gainsight 360 enabled.
For more information, refer to the View Gainsight 360 article.
To see the complete release notes, refer to the following articles:
- 5.6 Summary
- 5.6 Automatic Updates
- 5.6 Incremental Improvements
- 5.6 New Features
- 5.6 Permissions, Components, and Issues
|NPS, Net Promoter, and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.|