Release Notes Version 6.34 November 2022

Last updated
Save as PDF

Gainsight Release Notes Version 6.34 contains the following subsections:

Announcements: Describes important changes to the application that are implemented now or will be in the near future.
Enhancements (per module): Describes improvements made in the existing product capabilities.

Notes:

From V6.25 release, a few changes have been implemented in the Release Notes structure. The modules are now categorized based on the following four product areas: Customer Success (CS), Customer Experience (CX), Revenue Optimization (RO), and Platform. The information/modules in each category is/are in alphabetical order. This is to ensure that the information in the release notes is more organized and easily searchable/consumable by our customers.
The GIFs in this document are in playable mode. Now you can play, pause, replay or stop the GIFs in this document. You can also click the Enter Full Screen icon on the play-bar to expand it for better readability. Refer to the following image.
: This symbol indicates that an enhancement originated as a customer suggestion on the Gainsight Community.
: This symbol indicates that the enhancement was made as part of the Horizon Experience (H) project.
: Automatic Update: End users have access to the enhancement without Admin configuration.
: Admin Controlled: Enhancement can be viewed only after the admin configures it in the product and makes it available for end users.

Announcements

Gainsight Sally

Gainsight Sally Available for All License Types

Gainsight Sally bot is now available for all license types (Full License, Viewer License, Viewer+ Analytics License, and Internal Collaborator License) in Slack and Microsoft Teams.

Notes:

Users with Internal Collaborator License can reach out to their Gainsight Administrator to get this feature enabled in their org.
Users with Internal Collaborator License only have read permissions.
Users with Internal Collaborator License do not have permissions to create CTA(s) and post to Timeline from Gainsight Sally bot.

For more information on the fields that you can query in Sally based on your license type, refer to the Sally Bot User Permissions in Slack or Sally Bot User Permissions in Microsoft Teams article.

Scorecards

Auto-Enablement of New Group Weights System

As communicated in the April 2022 Release Notes, the new group weights system is automatically enabled for all customers with this release. The old group weights system is no longer supported. The weights calculation and redistribution remains same in both old and new group weights systems except where a Measure or a Measure Group score becomes NA (Not Assigned). For more information on the exception scenario and new group weights system, refer to the Group Weights and Exceptions article.

Enhancements

Customer Success

Gainsight CS makes customers your best growth engine. Get a comprehensive view of your customers, understand trends and risks, and empower your team to scale with proven actions that deliver outcomes.

Mobile

Click here to expand for more information on Mobile: CSMs, Account Managers, and Executives need quick customer information while on the go – whether they’re headed to a customer meeting, traveling, meeting customers at conferences, or juggling a busy schedule. With limited time and many customers, CSMs and AMs also need to quickly know if key customers are at risk. Gainsight Mobile App allows you to access Timeline Activities, key customer information using Sally, and view Notifications received directly from your smartphone while on the go!

Multi-Select Dropdown Fields in Timeline

IMPORTANT: To leverage new features to their full extent, Gainsight recommends you update the Mobile App to the latest version.

With this release, Timeline now supports multi-select dropdown fields for Customer Success Managers(CSMs) to add multiple values while logging a Timeline Activity in the Gainsight Mobile app.

Example Business Use Case: While logging an Activity related to a risk, CSMs would want to add multiple reasons for the Risk. This would only be possible if the admin has set the Field type to Multi Select Dropdown while creating the field.

For more information on Multi-Select Dropdown Fieilds, refer to the Mobile 360 article.

Scorecards

Click here to expand for more information on Scorecards: Gainsight Scorecards allow you to track multiple dimensions of a customer’s health and also provide you the ability to report on recorded dimensions. Each dimension in a Scorecard is known as a Measure. You can use multiple Measures to track various aspects of a Customer’s health. With Scorecards, you can set a score for each Measure either manually or automatically through the Rules Engine. Scorecards provide you with the flexibility of using numbers, letters, or colors as grading schemes.

View Current and Original Contribution of Measures and Measure Groups

In the new group weights system, when a score becomes NA (Not Assigned), you can now view and compare the current percentage contribution and original percentage contribution of Measures and Measure Groups from C/R360. Prior to this release, the current percentage contribution was not visible. The weight of that NA Measure or Measure Group gets updated to zero and distributed to other Measures or Measure Groups with scores assigned. You can hover on the current percentage contribution to see the original percentage contribution. For more information on how the weight distribution happens, refer to the Group Weights and Exceptions article.

Success Snapshots

Click here to expand for more information on Success Snapshots: Success Snapshots enables admins to generate Powerpoint presentations with customer data and reports from Gainsight, using your own customized presentation uploaded to the Success Snapshot repository, and help CSMs run their customer meetings (such asEBRs and QBRs). Once a Success Snapshot template is created and saved, CSMs will be able to export them from C360 and R360 pages respectively.

New Success Snapshots

IMPORTANT: The new Success Snapshots is now available in the following manner:

If you have one or more Success Snapshot Templates in your Success Snapshot Builder, contact Gainsight Support to get the new version of Success Snapshot enabled. The option to migrate to the new version is due April 2023. Following, the new version will be enabled automatically for all Gainsight Users.
If you do not have any Success Snapshot template, then the new version of Success Snapshot is activated automatically with this release.
If you are not on the 6.34 version of the Gainsight edition, then you must update to the latest version to become compatible with the new Success Snapshots.

Success Snapshots helps admins to upload customized presentations that need to be configured with dynamic data points from Gainsight. With the release, admins can let the Customer Success Managers (CSMs) clone and modify a template based on their business requirements without impacting the original template. This helps to automate recurring presentations for CSMs, like Quarterly Business Reviews for their customers. This template can be used by all CSMs repeatedly, which saves time and effort for the organization. The new Success Snapshots simplifies the user interface and makes it easy for admins and CSMs to use the enhanced capabilities.

Following improvements have been implemented:

Easy to use editor
Enhanced sharing capabilities for CSMs
Ability to work with text boxes
Custom font styles for slide content
Ability to preview slides
Ability to organize Success Snapshot Templates in folders
Ability to manage share permissions at templates and folders level

CSMs can now view, clone and edit, organize, and manage share permissions for their Success Snapshots from Success Snapshots in the global navigation pane. The clone feature allows CSMs to create a copy of their Success Snapshot and make necessary changes. This helps in retaining original configurations done by the admin in the template.

Note: Permissions assigned to CSMs by the admin for a Success Snapshot Template impacts their ability to view, clone and edit, and manage share permissions for that template.

For more information on the new Success Snapshots, refer to the following articles:

Timeline

Click here to expand for more information on Timeline: Timeline is the official record of your customers. It allows you to log information regarding customer interactions in a way that enables you to quickly gather insights and drive action. The Timeline View in the Customer or Relationship 360 allows you to log and view activities that help you track customer interactions over the course of a customer’s life-cycle. You can share the updated 10-min. training on Timeline with your Gainsight end users!

Multi-Select Dropdown Fields in Timeline

Admins can now create multi-select dropdown fields for new and existing Activity Types. This enables the end-users to capture multiple values in the same field while creating an Activity. Admins need to select Multi Select Dropdown in Field type while creating a new field for an Activity Type.

Example Business Use Case: While logging an Activity related to a risk, the CSMs would want to add multiple reasons for the Risk. This would only be possible if the admin has set the Field type to Multi Select Dropdown while creating the field.

Notes:

The Multi Select Dropdown field types are not supported in Timeline External API, Advanced filters and the Salesforce Integration sync. These will be made available in the upcoming releases.
The Multi Select Dropdown field types are not supported in Load to Activities action from Rules Engine.

For more information on configuring Activity Types, refer to the Configure Timeline View for C360 and R360 article.

Surveys

Click here to expand for more information on Surveys: With Surveys, you can create highly customized surveys that capture customer insights and transform them into actionable next steps for your organization. You can easily create multi-page surveys with a variety of question types, including multiple choice, matrix, and a standard NPS® question type. Surveys give admins the ability to design and distribute surveys in Gainsight without a dependency on sites or features.

Import Multi-Question CSAT Surveys Using Rules Engine

Gainsight now allows importing multiple CSAT questions into a survey using the Load to Survey action type. The Load to Survey action type in Rules Engine helps bring survey response data from external systems into Gainsight. This enables admins to obtain accurate NPS® and CSAT responses.

Release Notes Version 6.34 November 2022 - Gainsight Inc. 2022-10-31 at 1.54.29 PM.jpg

For more information on loading multiple CSAT questions into surveys, refer to the Load to Survey Action Type article.

Platform

Gainsight’s Platform turns customer success into a significant competitive advantage for your company. Reflect the nuances of customer relationships, intuitively surface insights, and accelerate your efforts with built-in best practices.

Data Designer

Click here to expand for more information on Data Designer: Data Designer makes it easier for you to discover richer, more meaningful insights from your customer data. It provides a simple, easy-to-use solution to merge and transform your data, then make it accessible across the Gainsight platform for further analysis and exploration.

Deactivate Schedule for Data Designs

When a Data Design does not run successfully for five consecutive schedules, Gainsight deactivates that Data Design automatically. The users are notified by an email about the inactive state of the Design, which helps them to rectify the errors in the Data Preparation stage and re-schedule the run. Once the errors are rectified, users can perform a manual test run of the design. After the successful test run, the original automated schedule will be honored.

Notes:

Email Notifications will be sent to the following users:
- Users who are added as recipients in the Send Notification Email in the failure section of the Configure stage.
- User who created the Design, if the above user list is not added.

Connectors 2.0

Click here to expand for more information on Connectors 2.0: Connectors are integrations that are offered out-of-the-box so you can connect various data sources and sync their information to Gainsight.

Service Account Authentication in BigQuery Connectors

In addition to the existing OAuth authentication for BigQuery Connectors, admins can now use the newly introduced Service Account authentication type.

The Service Account key consists of JSON Web Tokens as part of the authentication generated, while creating service accounts in the Google Cloud Platform.
When an existing user with an authenticated connection becomes inactive, it leads to a loss in the connection. Furthermore, when a new user tries to create a connection, it requires to be re-authenticated. To prevent such scenarios, the Service Account authentication helps by eliminating manual or interactive user authentication.

For more information on how to use the Service Account authentication, refer to the Google BigQuery Connector article.

NEWW service acc.jpg

User Management

Click here to expand for more information on User Management: Admins can use this feature to manage Gainsight users and their allocated licenses and permissions. User Management can be accessed from Administration > Users and Permissions > User Management.

Sally for Internal Collaborators

Gainsight Admins can now enable the Sally Bot for Gainsight Internal Collaborators from the User Management module. Henceforth, the Gainsight Internal Collaborators can benefit from the data present in the Gainsight.

Example Business Use Case: Sally for Internal Collaborators helps Gainsight Internal Collaborator users to use sally in Slack and Microsoft Teams.

For more information about how to enable Sally bot for Gainsight Internal Collaborators, refer to the Gainsight User Management article.

Components Introduced and Modified in 6.34 Release

Gainsight has not modified any page in this release.

Permission Sets Added/Updated in 6.34 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. In this release, the following Permission sets are modified:

Gainsight_Viewer.permissionset

Additional Resources

For more information about the previous or upcoming major release versions/dates, refer to the Gainsight's CS Upgrade Process [updated for 2022] article.