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Gainsight Inc.

Release Notes Version 6.15 June 2020

Short on time? Watch this 7-min. video overview to see what's new in the 6.15 release!

Gainsight CS Release Notes Version 6.15 contains the following subsections:

  • Announcements section describes important changes to the application that are implemented now or will be in the near future.
  • New Features in Gainsight which may require the Admin to setup new processes or re-think existing processes.
  • Enhancements (per module) describe improvements made in the existing product capabilities.
  • 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.
  • Issues Addressed contains issues which were reported by customers and are fixed in this release.

Notes: 

  • You will see the GIFs in this document 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 the following image.

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  • 1. Community logo.png : This symbol indicates that an enhancement originated as a customer suggestion on the Gainsight Community.

Announcement

NoteThis announcement was made in the 6.14.2 Patch on May. 28, 2020. We are including it here for your awareness.

Browser Compatibility for Gainsight

Introduction

Gainsight Audience is broadly classified into the following categories:

  • Gainsight Users: These are registered authenticated users who can login to Gainsight through Salesforce and perform various actions.
  • Non-Gainsight Users: These users are not registered authenticated users which means these users cannot login to Gainsight. However, they can view some of the Gainsight pages and take some actions using the links shared by Gainsight Users. For example, non-Gainsight users can access the Survey Participant end user page (where participants can submit survey responses), and External sharing end user pages.

Announcement
With this release, end user pages will not be supported on Internet Explorer browsers older than IE version 11. We recommend non-Gainsight users to open the same page on the latest stable version of Internet Explorer version 11, Microsoft Edge, Google Chrome, Mozilla Firefox, or Apple Safari.

If the user tries to access the end user page with an older version of Internet Explorer (older than IE v11), the browser will display the following warning message. 

Survey.png

New Features

Sightline Vault

Gainsight’s Sightline Vault provides access to pre-configured solutions built by Gainsight and the broader Gainsight community that help you effectively utilize Gainsight features and incorporate best practices into your Gainsight instance with the click of a button. This not only allows you to see value faster, but significantly reduces the amount of time and effort your team spends setting up/configuring Gainsight.

A simple algorithm automatically configures a predefined set of assets – such as Reports, Rules or Scorecards – which your admin can select and deploy in a matter of minutes. Admins can easily update or adjust this configuration after the asset is deployed, if needed.

Similar to the way each product feature at Gainsight is enhanced incrementally & iteratively, Gainsight’s product team will continue to improve the user experience. New Solutions will be added on a regular basis to the Gainsight Vault by: Gainsight and Gainsight Community (Gainsight Customer and Partners).

1. overview1 Vault.png

To learn more about this feature, refer to the Overview of Sightline Vault article.

1. Community logo.pngCompany Merge

It is very common for one company to get acquired by another, or for two companies to merge into each other. When this happens, you need to update your records to reflect it. Using the new Company Merge feature, admins can merge two records from the Company object and combine their data into a single master record.

This feature is also recommended for dealing with duplicate records. Duplicate records of the same company can result in inaccurate reporting, rule failures, and can make keeping track of tasks impossible.

Notes: 

  • This feature can only merge two companies with each use.
  • This feature does not offer a way to automatically merge company records, or identify when company records should potentially be merged together. 

To view the Company Merge feature, navigate to Administration > Operations > Data Operation and select Company from the object drop-down field.

2. Company Merge.png

For more information on the Company Merge feature, refer to the Company Merge article.

Enhancements

Journey Orchestrator

Journey Orchestrator is your center for automated communications. It leverages the power of automation to make your job easier as you communicate with customers at scale. Gainsight enables customer success teams to launch automated emails based on customer attributes such as health score, product usage, survey results and lifecycle stage. Through automation, you can scale customer touches and engage with a growing list of customers often and effectively.

Trigger Survey In-app Engagements Using Programs

Previously, only Dialog, Slider, and Guide engagements were supported for triggering a Gainsight PX in-app engagement from a Program. However, Gainsight now supports triggering PX Survey in-app engagements to help customers achieve a unified customer engagement strategy by leveraging the best of both the JO and PX applications.

With Gainsight PX and Gainsight Surveys 2.0 integration, all of your PX Survey Engagement responses are accessible from Gainsight CS in real-time. For more information on how to integrate Gainsight PX with Gainsight’s Surveys 2.0, refer to the Gainsight PX Integration with Survey 2.0 article. 

All the PX Survey engagements that are marked as Triggered by Journey Orchestrator are imported into Surveys 2.0 and then available in the Survey dropdown option while creating a Program. For more information on the tasks to be performed in Gainsight PX, refer to the Tasks Performed in Gainsight PX section.

The PX surveys can be used in the Survey Email as well as in the Reminder Step of a survey program, and distributed either through Email/PX in-app Engagement. If the PX Engagement option is used in the survey step, then the Reminder step can only be sent through the email channel. To send a reminder through PX Engagement, the survey step must be Email.

Note: PX Survey in-app engagements cannot be triggered in the Email Chain program model.

3. JO-CX-PX1.png

Business Use Case:

  • CS admin wants to send an in-app NPS® survey and if not responded then wants to send an email reminder.
  • Support team wants to send an in-app CSAT survey after the support ticket is closed.

Prerequisites

The following are the prerequisites to use this feature:

  • Customers must have subscriptions for both the Gainsight Journey Orchestrator module in the CS application and also the Gainsight PX application.
  • Configure the PX Connector in the Gainsight CS application. For more information, refer to the Gainsight PX Connector article.

For more information on how PX Survey engagements are triggered by Programs, refer to the Trigger PX In-app Engagements from Journey Orchestrator article.

Renewal Center

Renewal Center helps Sales and Customer Success teams reduce churn, identify late renewals, and upsell existing accounts. By enriching Sales opportunities with Customer Success insights, Renewal Center enables teams to run their forecast reviews more effectively. The data science-based renewal likelihood score helps identify renewals most likely to churn based on customer health and engagement. Update forecasts and take immediate action so that your team can win every renewal on time.

Analyze and Take Action

It is now easier to see what matters and quickly take action on the Analyze page. This includes Dynamic Forecast periods, drill throughs for Summary metrics, separate Renewal and Upsell forecasts, a view of upcoming Renewals Due, and Late Renewals. You'll be able to drill through to inspect the data and take action on the opportunity right here. 

Gainsight introduces dynamic filters to select your Forecast Period. You can now select Current Quarter, Next Quarter, Current Month, or Next 120 Days forecast periods. You can now also select exact date ranges. 

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Note: Fiscal Year, Fiscal Quarter and the starting day of the week honors the configuration saved in Administration > Application Settings.

Take Action on Analysis

Gainsight now brings in a detailed view of opportunities on all charts in the Analyze tab. Previously, you could see a pop up window while clicking on the opportunity stages with no further drill down option. Now you can see the details of opportunities of the selected stage listed in a side window. You can further drill down to the details of each opportunity,update the forecast, use Timeline to take down action items, @mention teammates, and create tasks to help you win the renewal.

Renewals Due Chart

Gainsight now introduces the Renewals Due Chart that provides a visual representation of the opportunities that are due for renewal. You can now view and take actions on opportunities that may not be progressing appropriately given when it's due and current stage. 

5. Renewals Due Chart.png

The chart data varies with the filter criteria of the Forecast Period that you select so that you can see the next level of date granularity. For example: when you select fiscal year 2019, the chart shows the data for four quarters in the year 2019, and when you select the May month, the chart shows the data for the calendar weeks in May.

You can click on the opportunity stages to view the list of opportunities and then drill down to each opportunity and take actions.

Notes:

  • The chart can show a maximum of 12 bars of data.
  • If the data for the selected Forecast Period stretches beyond 12 bars, then the chart is displayed in terms of the subsequent level of period granularity. For example, if you select five years, then the chart shows five bars each representing a year instead of showing 20 quarters.
  • The amount shown on each bar is the sum of Target Amounts of all the opportunities in the given period.

Late Renewals Chart

Gainsight now introduces a Late Renewal Chart in addition to the Analyze tab charts available. The chart gives a categorized view of the opportunities with Close Date after the renewal Due Date. Each bar of the chart shows the opportunities that were delayed by a certain number of week(s). The first bar shows the opportunities late by a week, the second bar shows the opportunities delayed by two weeks and so on.

6. Late Renewal CA.png

Click on the opportunity stage on the chart to view the list of opportunities and then drill down to each opportunity and take actions.

View Details of the KPIs in Summary and Actuals Listing

You can now drill through all the KPI's in the Summary and Actuals listing to see the details of  the opportunities that make up the numbers. You can also perform edit operations in the opportunity details. 

Your Forecast Replaced with Separate Renewal and Upsell Forecasts

You now have a separate view of Renewal and Upsell Forecasts in the Summary. Gainsight Forecast only includes renewals to be comparable with Renewals Due and Renewal Forecast. Forecast scenarios are provided based on how your company has decided to roll up opportunities by Forecast Categories and Probability. Separating Renewal and Upsell forecasts makes it easier to see what goes into Gross Renewal and Net Renewal rates. 

Gross Renewal Rate shows how much of the Renewals Due is forecasted to be retained. This accounts for churn. It is the Renewal Forecast divided by Renewals Due.

Net Renewal Rate is the rate at which customers are renewing and expanding. It is the Renewal and Upsell Forecasts divided by Renewals Due.

7. Renewal and Upsell Forecast.png

Delete GS Opportunity Records from Renewal Center Data Operations

You can now delete Opportunity Records from GS Opportunity. You can use this operation if Connector or Rules criteria has changed to sync fewer opportunities. This also removes the opportunity from Data Science history. However, this operation does not delete opportunity records from your CRM or related Timeline entries. 

To use this enhancement:

  1. Navigate to Renewal Center > Renewal Center Configurations.
  2. Click Data Operations from the left pane.
  3. Select the opportunity records to be deleted and click Delete.

Data Operations.png

Related:

Automatically Synchronize Opportunity Deletes from Salesforce - Gainsight allows you to delete Opportunities from the GS Opportunity object during sync. This ensures that Gainsight data is always in sync with Salesforce and you don’t need to manually delete opportunities from Gainsight. 

People Management

Capture your contacts in an organizational chart to understand the roles and relationships of the people you do business with across your customer base. Explore the org chart to understand who influences whom within a company and drill-into a person for deeper insights.

Person Resolution Key Configuration

Admins can now select unique identifiers known as Resolution keys for person records from the fields of the Person object. These keys are used to identify unique Person records in Gainsight, while inserting new records or updating existing records in the Person object, through any data ingestion channel in Gainsight. These keys are honored across all of the Gainsight data ingestion channels, such as Salesforce Connector, Bulk Person upload through CSV, uploading People through Rules, etc.

Earlier, only the Email field from the Person object was identified by the system as a unique identifier. A new tab, Resolution Key Configuration, is now added to the Administration > Person page to select unique identifiers for person records. A maximum of three fields can be selected as resolution keys.

Use case: Customers may be using other attributes (Ex: External Id) besides Email to identify contacts in other systems, and may want to apply the same configuration in Gainsight to identify person records. Admins can use any field from the Person object as the Resolution key. 

There are major sections in the Resolution Key Configuration:

  1. Select Field: Add fields from the Person object to identify Resolution keys.
  2. Check Dependencies: This page displays the list of all the dependent ingestion channels into the Person object (Ex: Upload People through CSV, multiple Rules with Load to People Action, Salesforce Connector, etc.)
  3. Review Data: If there are any duplicate person records found while checking in the system, this page shows the Download button to download the duplicate records in a CSV file. You can check the duplicate person records in the CSV file and navigate to the Data Operations page, either to delete or edit them. If the person records are synced from SFDC Contact object through Salesforce Connector, It is strongly recommended to edit or delete the person records at the source (SFDC) to prevent overwriting the changes in Gainsight.

9. People Mngt.png

For more information on the Resolution Key Configuration, refer to the People Management article.

1. Community logo.pngIncreased Field Limit in the Person CHART VIEW Configuration

Admins can now add a maximum of four fields instead of three in the C360 Layouts > Person > CHART VIEW tab, and the added fields are displayed in the Person Widget of People Maps.
Note: This enhancement is also applicable to Shared C360 Layouts > Person > CHART VIEW tab.

10. Increased field.png

For more information on the Person Chart View Configuration, refer to the Configure 360 Person Section article.

You can see in the below image that four fields such as Name, Email, Role, and Country are displayed in the Person widget in People Maps.

11. Increased field 2.png

Scorecard 2.0

With Scorecards 2.0, you can set a score for each Measure either manually or automatically through Rules Engine. Scorecards 2.0 provide you with the flexibility of using numbers, letters, or colors as grading schemes.

1. Community logo.pngScorecard Workflow Updated for Clarity and Efficiency

The Scorecard configuration UI is now enhanced to make scorecards more intuitive and easier to set up. To see the updated UI, navigate to Administration > Health Scoring > Scorecard. The new design has updated UI elements for improved readability and a few distinct enhancements:

  1. Dropdown Field for Company and Relationship Scorecards: On the Scorecard configuration page, we have separated the Relationship and company scorecard configurations to declutter information and ease consumption. Admins can now select to see only Company or Relationship related items using a dropdown field at the top of the page.

Dropdown Field_Scorecards.jpg

  1. Separate Tab for Measure Groups: Admins can now view, create, edit, and delete Measure Groups from the Measure Groups tab during Scorecard configuration.

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This tab gives admins more direct control over Measure Groups and emphasizes their importance to Scorecard configuration.

Previously, admins selected measures to include in a group when configuring the associated scorecard. Now, when admins create a Measure Group, they must add all of the measures they want to include in the group across all scorecards. When they add the Measure Group to a specific scorecard, they can choose the measures from the group they want to include for that card.

For more information on the Scorecard configuration workflow, refer to Configure Scorecards 2.0 (Path).

1. Community logo.pngMeasure Weight Calculation Updated to be more Intuitive

Previously, admins configured weights at the individual measure level. This meant admins had to test weight configurations for individual measures in order to get the group measure percentage they wanted. It also meant if individual measures became NA, the weights for each measure group would change. Now admins can configure the weight of the measure group to the overall score, as well as the weight of each individual measure within the group. This means, instead of directly impacting the overall score, individual measure scores contribute to the group score, which then contributes to the overall health score. If individual measures become NA, their percentage is redistributed within the group and the measure group percentage remains the same. If all of the measures in the group become NA, then the group’s percentage is redistributed among other groups according to the same ratio as their existing percentages.

Enable Measure Weight Enhancements

New customers will automatically receive the new measure group handling method and the ability to create exceptions at the group level. But existing customers will have to enable this method via an admin feature toggle at the top of the Scorecard configuration page. 

13. Admin feature.jpg

Note: The new framework handles NA scores differently. We recommend reviewing the impact before enabling. Enabling the feature toggle displays the following message:

14. Framewrk handles.jpg

When the new framework is enabled, the weights of individual scores automatically convert to percentages, but the settings for contribution to overall scores remains the same.

Admins can use the toggle to disable this feature and revert to the previous scorecard framework.

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IMPORTANT: Admins have the ability to disable this feature only once. It can not be disabled again after it is enabled a second time. Disabling the feature toggle displays the following message:

16. Toggle display.jpg

If the feature is turned off, there is no change in scorecard calculations. The relative weight distribution for each measure would be the same, but all weights will be scaled to sum up to 100.

To view this enhancement after it is enabled, navigate to Administration > Health Scoring > Scorecard > Scorecards > click to edit an existing scorecard > Configuration.

17. Configuration.jpg

For more information on configuring weighted measures, refer to the Configure Scorecard 2.0 Measure Weights article.

1. Community logo.pngCreate Exceptions at Group Level

Previously, admins could only configure Exceptions for a Scorecard’s Overall Score. This limited their ability to control how a score is set for measure groups beyond weighted individual measures. Now, admins can add Exceptions for measure groups as well as use conditions based on measure groups when configuring exceptions for the Overall Score. This gives them more granular control over measure group scores and the Overall Score. Only the measures within a particular group can be used to create an exception for the group.

Note: This enhancement must be enabled via an admin feature toggle. For more information on this process, refer to the Enable Measure Weight Enhancements section.

To add an Exception to a measure group, take the following steps:

  1. Navigate to Administration > Health Scoring > Scorecard > Scorecards > click to edit an existing scorecard > Configuration.
  2. Click Exceptions. The Configure Exceptions window is displayed.
  3. Click +Add Exception.
  4. Select the relevant measure group from the Applies To dropdown field.

18. Scorecards Exceptions at Group .jpg

  1. Define the Exception Rules.
  2. Click Save.

For more information on configuring Exceptions, refer to the Exceptions in Scorecards 2.0 article.

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.

Timeline Based on Gainsight Standard Objects

We’re moving toward all Timeline functionality using data from Gainsight Standard Objects such as the Company, Relationship, and User objects instead of SFDC Objects such as Account or User. In this release, internal attendees will work with the GS Standard User object and the RelatedTo field will work with GS Standard Company and Relationship objects. Some Timeline features such as @mentions, BCC to Timeline, and the Google Chrome Extension already rely on Gainsight Standard Objects. These changes bring greater standardization to the functionality of Timeline. 

IMPORTANT:  Timeline External Attendees will work with the Gainsight Standard Company Person Object starting on July 2. This enhancement requires syncing SFDC Contact data to Gainsight. We recommend syncing this data via Connectors 2.0 data jobs. If you do not have a SFDC Contact data sync configured to Gainsight Standard objects, the External Attendee search function will stop working as expected when this feature is enabled on July 2.

Notes:

  • After the data is added to SFDC objects, it can take up to an hour for the Timeline page to load. You may see the following error message while the data is being cached.

Timeline error msg.png

  • This enhancement does not change how data is stored and does not affect the functionality of existing rules or reports.

Components Introduced and Modified in 6.15 Release

In this release, Gainsight has the following Objects modified.

  • CTAGroup__c.object
  • CTA__c.object

Permission Sets Added/Updated in 6.15 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, no Permission sets are added or updated.

Issues Addressed

NoteThe Surveys and Report Builder issues were addressed and released in the 6.14.2 Patch on May. 28, 2019. We are including them here for your awareness.

Surveys

  • Survey Answers were getting Overlapped: Previously, when users try to view the Survey Answers on Mobile, the answers were overlapped when there are more than 81 characters. This issue is now resolved.
  • Inconsistency in Filters while searching fields with record types: Previously while selecting a field in Add Advanced Logic, the fields with record types were not searchable but users were able to view and select while scrolling. This inconsistency in filters is now resolved.

Report Builder

  • Export as CSV didn’t display the Special Characters: Previously, when you export a Report as CSV, the special characters in the report were displayed as symbols. This issue is now resolved.

Renewal Center

  • Booking Types mapping was not working when using fields not synced via connector: Previously the fields showed up in Booking Types even though it was not mapped. Now only the connector configured picklist fields are shown.

     

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