Release Notes Version 5.9 September 2017: Automatic Updates

Cockpit/Playbooks

1. Bounced Emails information in Task detail view: Navigate to Cockpit > Task Detail View. When the Emails are sent from an Email task bounce, the count of Hard Bounced Emails and Soft Bounced Emails is now displayed.

2. Add multiple recipients in Email task: Navigate to Cockpit > Email task > Task Detail View. Click Validate Email in the task detail view of an Email task. The following options are now added in the Edit Email dialog box:

• Add multiple recipients: You can now add multiple recipients in the ‘To’ section. Search option is provided to search and add the recipients.

Note: When multiple recipients are added, the Email can be sent to all the recipients only after previewing the Email for each recipient.

• Send separate Emails to multiple contacts: Select this option to send separate emails to individual recipients specified in the ‘To’ section. If this option is not selected, a common Email is sent to all recipients. Only separate Emails can be sent, if the Email template contains:
  • Survey
  • Contact/User object tokens
  • Report with Contact object filters
• Display From and Reply-To addresses: From and Reply-To addresses are now displayed. By default, these addresses are the logged-in user’s Email address. You can modify the From address. Select from the drop-down options that are populated based on the configuration set in Administration > Calls to Action > General Settings > Account/Relationship.
• Add Reply-To in Bcc: Select this option to add ‘Reply-To’ Email in Bcc.

3. Gainsight Recommended CTAs list view in Cockpit: Navigate to Cockpit > List. To make Cockpit more manageable and provide the end users a clear starting point, Gainsight introduces the ‘Gainsight Recommended CTAs’ list view in Cockpit. This comprises a list of CTAs recommended by Gainsight for the CSM to prioritize based on analysis of the following parameters:
   1. Health Score
   2. Account ARR/MRR
   3. Account Renewal Date
   4. NPS® Score
   5. CTA Due Date
   6. CTA Priority

4. Auto populate recipient while creating Email task: The ability to auto-populate the recipient Email address is now added in Email task. The recipient address is populated based on the source of CTA creation.
   1. Navigate to Cockpit > List View > Email Task Detail View.

   

2. Click VALIDATE EMAIL. The Edit Email dialog box is displayed.

 Consider the following scenarios:

• If the CTA is created manually: The associated contact in the Email Task Detail View > Contact field is populated:
  
• If a contact is available at task level, this contact is used instead of CTA contact. If not, CTA contact is populated.
• If multiple CTA contacts or task level contacts are available, recently used contact is populated. If Email address is not available for the latest contact, no recipient address is populated.
• If the CTA is created from Rules Engine: The contact selected in Associated Contact field in Administration > Rules Engine > +RULE > Setup Action > Action Type > Call To Action is populated. Refer to the following image:

5. Identify the source of closed CTAs for Reports: The ability to identify the source (Manual, Rules, or Mass Edit) from which a CTA is closed is now added. To support this, the ‘Closed Source’ field is added in the CTA object.
6.   Search option for CTA drop-downs: A search option is now available for all the drop-downs in CTA/Task creation when the available options are greater than or equal to six. Refer to the following image:

7. New Sort By and Filter options: Navigate to Cockpit > List View. The following new options are available:
   1. Sort By: A new option ‘GS Score’ is added to this drop-down list. GS Score is CTA Score based on the analysis of Health Score, Account ARR/MRR, Account Renewal Date, NPS® Score, CTA Due Date, and CTA Priority.
   2. Filters: A new option ‘Gainsight Recommended’ flag is added to filters. This filter is applied by default, when the ‘Gainsight Recommended CTAs’ view is selected.
8. Operational Reporting is removed: Operational Reporting sub-tab in Cockpit is now removed. Similar reports are available to import into your org from the Gainsight Vault in the CTAs & Success Plans > CTAs sub-folder.

C360

1. Gantt Chart (BETA) integration in Success Plans: Navigate to C360 > Success Plans. Gantt Chart is now integrated with Success Plans and provides a graphical view of the progress towards objectives and associated tasks against the schedule.

For more information on Gantt Chart integration, refer to Gantt Chart integration in Success Plans.

Reporting

1.  Global Filter for Dashboard: The Global Filters functionality enables admin to create filters at the dashboard level. These filters can be applied to one or more reports on a dashboard. The reports can be built on different objects and the objects can originate from different sources like SFDC and MDA. This functionality reduces the number of filters required on each report on a dashboard, which in-turn reduces the number of dashboards required for each team, member, or reason. Global Filters can be configured in the Dashboard Builder page.

For more information about Global Filters, refer to the Global Filters for Dashboard article.

2. Report title is embedded in exported report image: When you export a report as an image, the title of the report is now embedded in the exported image. The title is placed at the top, boldfaced, and center aligned.

3. Show graph element when color legend is selected: When you click on a color legend in a graph type report, the graph now displays only the selected element and hides all the other elements (previously, the selected legend was hidden). For Windows users, if you want to view multiple elements on a graph and compare, you can press and hold the “Ctrl" key while selecting multiple color legends. If you are a Mac user, press and hold the “Command" key while selecting multiple color legends.
   1. Navigate to Administration > Analytics > Report Builder.
   2. Select any graph report. Or create a new one by following the instructions in the How to build basic reports article.
   3. In the report, click on any element in the color legend to view the data pertaining only to the selected element.

Note: The new behavior is NOT honored for Stacked Bar, Stacked Column, Packed Bubble, and Pie Chart type of reports. We are working towards making it available for all types of visual reports in a future release.

4. New datatypes are supported in Reporting: The following new datatypes are now supported in Reporting:

• Rich Text Area: This datatype is used to store large amounts of data, and is typically used for storing comments or notes. It supports up to 15,000 characters, and the length of the text field is configurable. It supports all characters and basic styles and formatting like In-line, New-line, Bold, Hyperlinks, and so on. Example of a report with a Rich Text Area datatype field is depicted below:

• Multi Select Dropdown List:  This datatype is used to store multiple values for a single record. For example, a field like “Customer sensitive information”, which contains multiple items like Support tickets, Escalated incidents, Bugs, and so on. Example of a report with a Multi Select Dropdown List datatype field is depicted below:

For information on how to create these datatypes, refer to the Data Management section.

Activity Timeline

1. Copy Timeline activity contents to Clipboard: You can now copy the content in the activity editor using the Copy to Clipboard option. You can use this option while logging an activity or after an activity is logged. This option copies all of the content in Notes, Tasks, and other fields available in the Activity Editor.

After an activity is logged, expand the activity to copy the contents.

2. Pop-in and Pop-out Activity Editor: While logging an activity you can make the editor full screen using the new pop-out option. Once the editor is full screen, you can bring it to the original floating position using the same option.

3. Link to CTA from an activity: If an activity is logged from Cockpit, you can now access that CTA using a link provided on the activity.

    Click CTA. The related CTA appears in a new window.

CoPilot

1. Email Statistics for Participant Analytics: Admins can now view an Email Statistics tab when clicking on sections of the reports within Advanced Outreach Analytics. This tab shows percentages for the following statistics:

• Delivered: The percentage of messages successfully delivered as part of your outreach.
• Opened: The number of customers/contacts who opened your email.
• Not Opened: The number of customers/contacts who did not open your email.
• Bounced & Spammed: The percentage of messages that failed to be delivered because the recipient’s inbox is full, the exchange server is not accepting any more email, or the email address is invalid, deleted, inactivated, etc. This also includes messages that were marked as spam by the recipient when delivered.
• Unsubscribed: The percentage of participants who have unsubscribed from your outreach.
• Click Performance: The percentage of participants who have clicked on the survey link sent to them. This also tracks Unique Clicks compared to Total Clicks.

2. Exclusion List Deletion after Advanced Outreach is Published: Admins can now delete an Exclusion List from an Advanced Outreach even after it is published. After the list is deleted, if a participant that would have been excluded by the list is then added by a source, it will enter the participant cycle of the Advanced Outreach.

3. Advanced Logic for Multi-Variant Filters: The filters for individual variants within a Multi-Variant email now have Advanced Logic capabilities to better select segments of recipients. When setting filters, users will be able to select conditions other than equals, including not equals, greater than, greater or equal, less than, lesser or equal, contains, and does not contain. Users can select multiple filters and use Advanced Logic to select how the filters are applied with AND and OR operators. The AND operator denotes that all of the combined filter conditions are fulfilled by a contact for the variant to be sent to them. The OR operator denotes that at least one of the combined filter conditions must be fulfilled by a contact for the variant to be sent to them.
   
   For example, if you wanted to send the Spanish variant of a multi-language survey to customers in Spain and Mexico, you could configure a filter based on the Country field equaling Mexico and another filter based on the Country field equaling Spain. Then, you could use the OR operator, so that only one of the conditions needs to be met by a contact for this variant to be sent to them.

4. Partial Power List Schedule removed from Advanced Outreach Clones: Previously, when cloning an Advanced Outreach, a partial schedule of a Power List participant source was also copied. This partial copy has been removed entirely so that a schedule can be added by the user for cloned outreaches.

Rules Engine

1. Handling % (Percentage) Data type in Bionic Rules: % data type is now handled differently to avoid data discrepancies. The % field value stored in the source is displayed as is, in the respective consumption area.
2. Inactive Bionic Rules: When a Bionic Rule fails, the rule is marked inactive automatically. This happens only for the following query fail exception or error scenarios in Bionic Rules:

• MALFORMED_QUERY
• INVALID_QUERY_FILTER_OPERATOR
• INVALID_FIELD
• INVALID_TYPE

3. Support for parallel Rule runs: Rules or Rule Chains can now run in parallel. Any two Rules or Rule Chains scheduled at the same time can run in parallel, if:

• Both are mutually exclusive
• Both are not writing to the same object
• One is reading from and other is not writing to the same object

This ensures rules are executed faster by reducing the wait-time in queue. Also, the manual rule runs are prioritized over scheduled rule runs.

Note: Multiple reads to the same object are allowed while running rules in parallel.

Data Management

1. Create Multi Select Dropdown List: Multi select dropdown list is introduced as a new data type for all custom fields in the MDA standard and custom objects. This is useful when a user wants to store multiple values for the same record. This new data type is supported in all other functionalities in Gainsight like Reporting, C360, R360, etc. For an example of a report with a Multi select dropdown list data type, refer to Multi Select Dropdown List in the Reporting section.
   
   Example:

A field like Tags where a column might require multiple values from a specified list.

    Navigate to Administration > Data Management. Admins can create a custom field in the standard and custom objects with the Multi select dropdown list data type.

    
    To create a Multi select dropdown list category:

1. Navigate to Dropdown List management page.
2. Click +CATEGORY. Create Category dialog box appears.

3. Enter Category Name and Description. Select the Multi Select option to create the categories of Multi select dropdown list.

d. Once a Multi select dropdown list category is created, you can map it to any custom field in the standard and custom objects. For more information, refer to Dropdown List and Multi Select Dropdown List.

Notes:

• You can assign a maximum of six default items for a multi select dropdown list category.
• You should assign Semicolon (;) as a separator for the multi select items while ingesting data through the data ingestion channels.

    Limitation: Multi select dropdown list is not supported in Rules Engine yet.

2. New Data type Rich Text Area: A new data type Rich Text Area is introduced to support the storage of long text data with rich texting capabilities like bold, italic, different colored text, etc. This datatype is used to store long text data, such as comments or notes like Survey Comments, CTA Comments, Meeting Notes, Logging Call in Timeline, Email content in Cockpit, or Executive Summary. For an example of a report with a rich text area data type, refer to Rich Text Area in the Reporting section.
   
   Admins can create a new custom field of data type Rich Text Area in MDA standard and custom objects. A maximum length of 15,000 characters can be defined for this field.

  If the length of the data to be ingested exceeds the defined length, the record will be rejected rather than trimming and ingesting the record. Data can be ingested into this field   through data ingest channels such as Rules Engine, S3 Connector, Gainsight Connect, and Connectors 2.0. Admins can set the Rich Text Area field as a Required field.

  Limitations:

• Admins cannot assign a default value to this field.
• This field does not support MDA Joins and update keys
• After data is ingested into this field, Admins can increase the maximum length of text in the field up to 15000 characters (if it was not already defined to 15000 characters) but cannot decrease it.

Cross-org Migration

1. Email Templates Migration: All Email Templates 2.0 and only Email Templates 1.0 that do not contain a Survey or Report can be migrated with this release.

2. Dependent metadata or assets are migrated: With this release, if there is a metadata dependency or asset dependency during migration, those metadata/assets are also migrated during the process. For example, if a playbook is dependent on a CTA Type, Milestone, and Reporting Category, then while migrating the playbook, the CTA Type, Milestone, and Reporting Category will also be migrated.
3. Migrate Survey Properties & Questions and Multi Language Survey: Multilingual Surveys that include static resources (languages) are now migrated when you are migrating a Survey. Surveys in any stage are now migrated to the draft stage in the target org.
4. Custom objects (in Source org) migration to Standard objects (target org): Custom objects created in a source org can be migrated to a target org using the cross-org migration tool. 

• To enable this migration, this parameter needs to be set in the source and target org: "MIGRATOR_ALLOW_STANDARD_OBJECT_MIGRATION" : "true"
• If you have any schema related to the custom object (in source org), be sure to map it in the MDA Schema step to migrate it to the Target org.

5. Rules having Set Score 2.0 as an Action Type can now be migrated.
6. Playbooks containing Email type tasks can now be migrated.
7. Bionic Rules can now be migrated.
8. Authenticate target org using a token - A new way of authenticating the target org is introduced in Cross-org Migration tool. Using Token option, you can generate a token for the target org and use it to start the migration process. This way of authorizing the target org can be used if you are unable to authenticate using the conventional way (username and password). The org Id of target org is used to generate the token.

1. Click + TOKEN. The Authorization Token dialog appears.

2. Type the target org Id and click Generate Token. The token will be generated.
3. Click Copy to copy the token to clipboard. You can use this token and start the migration process.

4. Click Migration Token in the cross-org migration tool and paste the generated token.
5. Click Authenticate Target Org. If the authentication is successful you will be migrated to MDA Schema page directly.

Related Articles

The Release Notes are organized into the following articles: 5.9 Summary 5.9 Incremental Improvements 5.9 New Features 5.9 Permissions, Components, and Issues

Note: If you have feedback or questions on these new features or the documentation, please share them on community.gainsight.com.

 

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