IMPORTANT / PLEASE READ
Gainsight Release Notes Version 5.17 contains the following subsections:
Notifications section describes important changes to the application that are implemented now or will be in the near future.
Enhancements (per module) are about the improvements made in the existing product capability to a totally new capability.
New Components which are introduced and modified in every release.
Permission Sets section contains the list of the updated Gainsight and SFDC permission sets for several features in a release.
New Features in Gainsight which may require the Admin to setup new processes or re-think existing processes.
Issues Addressed section contains issues which are fixed in this release and also issues reported by customers.
Known Issues section contains a list of issues whose cause have been identified and cannot be fixed at the time of current release; but most of the time these issues have useful workarounds.
- Custom Rule deprecation plan: After Gainsight's October 2018 release, all new rules must be created as Bionic Rules. Your existing Custom Rules will continue to run and still be editable. Although Gainsight is developing a utility to migrate Custom Rules to Bionic Rules, Gainsight recommends that Admins begin reviewing their Custom Rules to look for opportunities to combine multiple rules into single Bionic Rules. You will have plenty of time for this process which is outlined in this FAQs.
Please see this series of articles for assistance in creating Bionic Rules. Gainsight also offers a free e-learning course on Bionic Rules.
If you are not familiar with Bionic Rules, watch this 2-min. video to learn how they're more powerful than custom rules, but not that different in terms of how to configure them!
Journey Orchestrator Notice
Pause Feature for Programs temporarily removed: We have temporarily removed the ability to Pause Programs as we work on resolving an issue with the feature related to Conditional Wait.
The issue caused Participants to be stuck on the Conditional Wait step indefinitely. This occurred if the Participant was held in a Conditional Wait step and the timer setting expired while the Program was Paused.
No Programs are currently impacted by this issue. We have removed the Pause feature proactively, to prevent future participants from getting stuck. We expect the issue to be resolved and to restore the Pause option by mid to late October. The Pause option will be visible again in Program configuration when it’s re-enabled.
Other configuration options for Programs have not changed. Programs that are currently Paused can still be Resumed and Stopped. Once a Paused Program is Resumed, it can not be Paused again until the feature is restored.
It is still possible to Stop a Program so that it no longer sends messages. Stopped Programs can not be started again, all active participants will be moved to a status of “knocked off”, no new participants can be added, and no further configurations to the program can be made.
Aliases in Reports: With this enhancement, you can now rename or customize your labels in the chart visualizations, to make them more contextual to the target audience. For example, when you are sharing a report to your director, and your director may not be aware of the jargon used in the report, to make charts/reports more contextual, you can rename labels in the reports.
Aliases can be configured only for the following data types:
To configure Aliases in Reports:
- Navigate to Administration > Report Builder > + REPORT.
- Select an object from the dropdown list.
- Add the required fields to Show me, and By.
- Click Select Visualization Type and choose the required chart visualization, and run the report.
- You can configure Aliases only after you RUN the report.
- You cannot apply Pivot on the reports in which the labels are already configured with Aliases.
- Click the gear icon on the By field.
- Click CONFIGURE ALIASES. The Edit Aliases dialog-box is displayed.
- Enter the Alias Name you would like to assign for a value.
- You can enter a maximum of 40 characters in the Alias Name.
- You cannot configure/enter the original and duplicate values in the Aliases.
Click UPDATE and Run the report to see the Alias Names assigned in the previous step.
Note: Configuring aliases will not have any impact on your original data.
After configuring Aliases, in the chart area, on hover, you can see both aliased and original names.
- Aliased <Name> : Aliased value
- Original <Name>: Original value
For more information about post configuration of aliases and limitations, see Configure Aliases in Reports.
- Option to summarize date fields added to By is now available for objects from most Gainsight Application areas: Apart from the below listed objects, you can now summarize the date fields by Day, Week, Month, Quarter, and Year across all of the Gainsight application areas.
- Email Logs
- Email Raw Events
- Unsubscribed Emails
To use the Summarize by option for date fields:
- Navigate to Administration > Report Builder > + REPORT.
- Select an object from the dropdown list.
- Add the required fields to Show me, and a date field to By.
- Click the gear icon on the date field to see the Summarized by option.
- Introducing Start Date field for Objectives and Tasks: With this release, Objectives and Tasks are introduced with a new field called Start Date. Currently, you can see this field only on the Gantt Chart tab.
Previously, the Gantt Charts in Success Plans were populated based on the Objectives/Tasks created date and due date. But now, you can populate the charts based on the Objectives/Tasks Start Date and due date.
By default, the start date for the CTA objectives and tasks begin at the respective created date. But now, CSMs have the ability to modify the Start Date from the Gantt Chart tab, based on their requirement.
Note: Currently, there are no validations in setting the Start Date, you can even set the start date of your task prior to the start date of your CTA objective, so CSMs should be careful while updating dates.
To access this feature, navigate to C360 > SUCCESS PLANS > GANTT CHART.
- Journey Analytics name change: The Journey Analytics page is renamed to Program Analytics. This page displays data across Programs for each customer and contact. The name change will be reflected throughout Gainsight. The functionality of the page will not change. You can view the Program Analytics page by navigating to Journey Orchestrator > Program Analytics. For more information on the Program Analytics page, refer Program Analytics Overview.
- Null value available for Multi-Variant Filters: Users can now select null as a value when selecting filters for email variants. When selecting variant filter criteria as part of a Multi-Variant Email, you can click the null check-box to select a value of null as part of your variant filter. You can select this option to have more control over what variant is sent to recipients that have null values for your selected criteria. For more information on variant filters, refer to Create and Send Multi-Variant Emails.
- Filter Program List using Status Key: User can now filter the Program List View by clicking on the status name in the list key. The list view will then only display programs that match the selected status.
Feed and Trends sub-tabs available in NPS 2.0 (Beta) tab: The NPS 2.0 (Beta) tab contains cross survey reports on the NPS question for Surveys 2.0 in Gainsight. For more information about how to enable NPS 2.0(Beta), refer to the NPS 2.0 Overview article.
The filter option at the top-right can be used to control which Survey data segments are displayed throughout the entire tab.
By default, the following filters are applied:
- Responded date equals the last 30 days.
- Entity Type equals company.
Note:These filters can be edited, but will reset to the default when the tab is reloaded.
The NPS 2.0 (Beta) tab currently has three views available Summary, Feed, and Trends.
- Summary: This view provides a comprehensive view of all NPS responses received. For more information about this view refer to the NPS 2.0 Overview article.
Feed: This view categorizes NPS responses based on the Sentiment of the comments received. The Sentiment uses Text Analytics to analyze and classify the textual information in the comment.
This view includes a Response Chart divided into color-coded categories of NPS comments, as well as a list of responses displayed below. The categories of comments include Suggestion, Positive, Negative, None, and Mixed:
- Suggestion: The NPS comment contains a suggestion for areas of improvement.
- Positive: The NPS Comment has a positive sentiment.
- Negative: The NPS Comment has a negative sentiment.
- None: The NPS response does not contain a comment.
- Mixed: The NPS Comment has sentiment that is both positive and negative.
You can click the labels to hide or display each section. Clicking a section of the Response Chart will filter the response list displayed below for only responses that match that sentiment.
The response list displays the Score, Company/Relationship, Name & Email, Sentiment, and Responded Date of each NPS response. You can click each response to expand it and view any available comments.
- Trends: This view contains pre-built reports to display NPS scores and responses over time.
- Group By: Users can summarize the reports DAILY, WEEKLY, MONTHLY, QUARTERLY, and YEARLY.
- Score over time: This line graph shows the number of NPS responses received over time. Hovering over a point on the graph will display the score, number of responses, number of detractors, number of passive responses, and the number of promoters for that point in time.
- Responses over time: This stacked column graph shows the number of Promoters, Passives, and Detractors received during the displayed point in time. The Promoters, Passives, and Detractors are displayed as color-coded sections. You can click the labels to hide or display each section.
Text Analytics available for Survey 2.0: The Text Analytics feature uses several analytical techniques to break down and classify the textual information contained in all text-based questions and for all questions that have comments enabled. It then makes the analyzed information available for reporting purposes. This option is enabled by default for all surveys, and you will be able to access it when you perform the following steps:
Select a Survey from the list of surveys.
Click on the three dots.
- Click Analyze .
- Click Text Analytics.
The following page opens:
The functionality of this feature is identical to the Text Analytics option for Surveys. For more information on the functionality of Text Analytics, refer to the How Text Analytics Works article.
(Note: The following Timeline enhancements were added in the 5.17.2 patch release on Sept. 6.)
- Real-time Sync in Admin > Activities & Timeline > ACTIVITY SYNC tab: This feature enables you to select activities to be synced using either the Scheduled or Real-time options. If you want the Timeline Activities to be synced as soon as the activity is created or an activity that was previously synced to Salesforce Events is updated, you must select the Real-time Sync option in Admin > Activities & Timeline > ACTIVITY SYNC tab.
Note: The Scheduled sync has not changed and is the default option.
Selecting Real-time Sync will trigger the sync job immediately for all activities to either Salesforce Tasks or Events, per your configuration. Once you select the Real-time Sync option, the following message appears.
- When Real-time sync fails, Gainsight doesn’t immediately retries syncing the activities until the Manual sync is triggered.
- When Real-time sync fails for any other reason (example, mandatory field etc.), an error will be recorded in the logs.
When you select the Real-time Sync option, Salesforce APIs are consumed while syncing the activities. It throws an error if it exceeds the available API limits when you select Real-time Sync. If the Salesforce API calls are unlimited or very high, the consumption will not disturb the sync process and there will not be any error message.
Note: As the Scheduled option takes between 4 to 24 hours for syncing, it is better to select Real-time Sync if your API limits will allow it. Real-time sync enhances cross-team collaboration and visibility for the activities logged by CSMs in Gainsight.
Configure decimal while adding Number field in Activities & Timeline: Admins can now configure the decimal values at Field level while adding/creating fields, as well as at the Activity Type level. This enhancement will be useful for logging any Number field. For example, the call with the customer can be to get confirmation on an up-sell. The up-sell value can be logged as 2.5 (in thousands).
Note: For new or existing fields, the default value is zero.
The following image is an example of ‘Log a meeting’ activity type where admin sets the maximum value of 2 decimal places:
- Only numbers are allowed.
- Spaces are not allowed.
- The maximum decimal value which can be selected is eight as shown below:
Example: CSMs can now track and capture the amount of time (number) they spent on a particular meeting or call activity type in Timeline. Previously, Gainsight supported duration in minutes but it was not helping customer as the CSMs need to provide granular values instead of decimal values in hours like 1.3 etc.
Note: Gainsight does not support negative numbers only in duration field (in minutes) but negative numbers are accepted in any other Number fields. CSMs can now enter negative values in Number fields which are results from NPS survey.
Admins perform the following steps to configure decimal values:
- Navigate to Administration > Activities and Timeline > GENERAL SETTINGS > +ACTIVITY TYPE. The Add Activity Type window will be displayed.
Provide the following detail (example) in the Add Activity Type window:
- Name: Call with Client
- Select Icon:
- Sync to Salesforce Activity:
- Reporting Category: Call
- Click +FIELD under the Configure Layout section.
- Select Field type as Number from the dropdown list. When you select Number option, the Decimal places field appears.
- Enter Name.
- The value of the Decimal places field is zero by default. Change it to the value that you require.
- Click SAVE.
CSMs can enter decimal values in the configured fields in Activities:
- While creating Activity in Timeline, if the value that a user provides in the newly created Number field doesn’t match with the value configured in the Decimal places field, it will show error when you click UPDATE or LOG.
- Admins can check if the Decimal places value is configured in the Report Builder. The following GIFs show how you can configure/check the same before running the report from Administration > Report Builder > [Click +REPORT] > [Select source object as Activity Timeline] > [Select Subject and numberfield in Show me] > [Click gear icon to configure/check the decimal values] > [click RUN].
Note: You can now get the report on negative values as well when you select numberfield which is the results from NPS survey.
Components Introduced and Modified in 5.17 Release
The following object is modified:
UI Views: The Length of the Dimensions field label has been enhanced to 100000 characters from 5000 characters. You can now use upto 100000 characters to name a Dimension.
Permission Sets updated in 5.17 Release
With every new release, the Gainsight and SFDC permission sets are updated for several features to give access to new objects, fields, apex classes, and visualforce pages. However, for this release none of the permission sets have been modified.
- Rule Execution failed for default scoring scheme NA: Previously, when you applied the Set Score 2.0 Action Type, and used the default scoring scheme (NA), the rule execution failed. This issue is now resolved and rules with default scoring scheme are executed successfully.
- Earlier while migrating Rules, Reference field that was added in the rule in the source environment was mandatory to add in the ‘Show Me’ section for a rule to success in the target environment. This issue is now resolved and rules in the target environment having reference fields are successfully executed.
- Rule Migration failed for Load to Relationship Action Type: When you tried to Migrate rules of action Type Load to Relationship by adding multiple Relationship types in the Filters (with operator ‘Includes’) from a source environment to target environment, rule migration was failed. This issue is now resolved and you can successfully migrate rules with Load to relationship Action Type.
- When you had an incorrect email (format) in one record while setting up an action Load to MDA object, the rule had failed with an error message displaying all the records are failed to load by showing different reason. In this use case, other records were ingested properly but had displayed an incorrect error message. This issue is resolved now and system displays correct error message in this use case.
- Incorrect information in the Execution history of Bionic Rule Load to MDA Action: If source has multiple records with null values in key fields then only one record is shown as failure in the execution history. This issue is now resolved and Execution history displays complete information in the use case mentioned.
- Unable to Set Actions on a Rule after Dataset is modified in the Setup Rule page: After 5.16 Release, once you setup an action, you could not modify the dataset in the Setup Rule page and re-apply action. Rule displays an error ‘Invalid Setup Found’. This issue is now resolved and you can Successfully setup Actions in the Setup Action page after modifying the Dataset.
- Rule failed to reflect change in Scorecard Scheme (from Color to Numeric): When scheme is changed from Color to Numeric, scheme changes are not properly handled. Label as "red"(e.g) is shown in color and when trying to modify score showing Internal Server Error.
- Report Builder displayed irrelevant filters for “Account Scorecard History” Object: Previously, when you tried to build a report on the Account Scorecard History object and tried to filter data using a numeric data type fields, the filters expected to be displayed for a numeric data type field were not displayed. This issue is now resolved and you can now view relevant filter options for numeric data types.
- Email assist displays error message while sending emails from email tasks: Previously, the error message, “Unable to process request,” would display when users attempt to send emails from email tasks. This issue is now resolved.
- Custom lookup field on CTA with Account shows the account name by default: Previously, the custom lookup fields on Call to Action with Account were displaying only the account name by default, and there was no feasibility to select the custom lookup value from cockpit. But now, you can search and select the account values for non GS fields in CTA detail view and Customers tab, and for Linked Objects on Admin > CTA, you can search and select the account value for non default Account fields.
Unable to map the Rich Text Area fields in the rules action of Call to Action: Previously, in Rules Engine "Call To Action" Action Type, in the Additional fields > Default Group, you could see/map only the fields of the same data type. But, you can now see the additional data type fields, added from the Show section.
Note: You can see the Data Type of the fields being mentioned in brackets.
- Survey Calendar displays incorrect date: Previously, the calendar feature within the Survey application displayed incorrect dates when SFDC was in Lightning View. This has now been resolved, and the survey calendar displays correct dates regardless of the SFDC view.
- Survey flattening failing due to field content: Previously, the Survey Flattening feature would fail when a field contained an apostrophe. This has now been resolved, and Survey Flattening completes successfully, regardless of the field content.
- NPS Widget shows No Data Found: Previously, the NPS Widget in the C360 showed “No Data Found” when customers submitted an NPS score of 0. This has now been resolved, and the NPS Widget displays data as expected.
- Survey translations resulting in error: Previously, the survey translation page displayed an error when more than 80 characters were used for a comment label translation. This is now resolved, and the survey translation page displays as expected.
- Survey Analyze page renders incorrectly: Previously, the survey analyze page rendered incorrectly for ranging questions with more than 15 options in Chrome. This has now been resolved, and the Survey Analyze page now renders correctly regardless of browser.
- Data Discrepancy for the NPS Tab: Previously, the data in the NPS tab was not displaying for the customers field, and the users count was incorrect. This has been resolved, and fields are now displaying correct data as expected.
- Scorecard scheme changes not reflected in Rule: Previously, when you created a Rule to set Scorecard value and later modified the scheme of the Scorecard from color to numeric, the changes were reflected only on the C360 page. Rules Engine did not reflect the corresponding change in Scorecard measure. This issue is now resolved and you can view updated measure schemes in Rules Engine as well.
- Issue with loading Scorecard page: When the Description field was ‘null’ for Scorecards Measure, the Scorecards configuration page was not loading. This issue is now resolved and Scorecard pages are loaded successfully, irrespective of the description provided in the Measure.
Email Copy not receiving for operational emails: Previously, when the email copy feature was failing to work for operational emails without tokens. This has been resolved, and the email copy feature now works as expected.
MDA Field of type Percentage is rendered differently in different report modes: Previously, the Percentage field was displaying differently in CoPilot Reports when compared with Report Builder. This has now been resolved, and the field is displaying as expected.
Journey Orchestrator Calendar Scheduling View Does not display for certain settings: Previously, when switched to the “Day” setting, the Journey Orchestrator calendar was not displaying any data. This has been resolved, and data is now displaying as expected.
Program Stepwise report showing only one data point: Previously, the Stepwise report in Programs only showed one data point if multiple steps had the same name. This has now been resolved, and the report is displaying data correctly.
Issues with migration of Relationship Scorecards: Previously, when you tried to migrate a Relationship Scorecard, the related Scorecards did not display on the Setup page (located on the Migration page). Instead an error “Error Fetching Assets” was displayed. This issue is now resolved and the Scorecards are displayed on the Assets page.
Calculation Fields considering irrelevant dates, for a custom rule: In a custom rule, Calculated Fields are considering irrelevant dates for calculation, for a few dates as a result of daylight saving. However this issue does not exist in Bionic Rules and it’s recommended to create a similar Bionic Rule not to see this error.
Boolean Data types not recognized in S3 Dataset: When you try to import data into Gainsight using an S3 dataset, fields with Boolean data types are not recognized. This results in improper formatting of results for fields with Boolean data type, when data is imported. This issue will be resolved in the forthcoming releases.
Comma is not displayed when previewing numeric fields. Preview just displays the data that is getting fetched but may not be exactly how it appears in the output.
If you have questions or feedback about this Release Notes, please share them on community.gainsight.com.