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Release Notes Version 6.21 February 2021

Gainsight Release Notes Version 6.21 contains the following subsections:

  1. Announcements section describes important changes to the application that are implemented now or will be in the near future.
  2. Enhancements (per module) describe improvements made in the existing product capabilities.
  3. New Components which are introduced and modified in every release.                           
  4. Permission Sets section contains the list of the updated Gainsight and SFDC permission sets for several features in a release.
  5. Issues Addressed section contains issues which are fixed in this release and also issues reported by customers.
  6. Known Issues section contains a list of issues whose cause has been identified and cannot be fixed at the time of current release; but typically these issues have workarounds.

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.

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

Announcements

Performance Improvements in Fields Selection and Filters

Gainsight has improved the page load times and performance for all the product areas on the Horizon experience, especially around field selection and filters.

When admins search for any keyword in the fields and filters search criteria, all the fields (names) that match the search text are displayed along with all the lookup fields irrespective of keyword present or not in the lookup field name. Previously, when any keyword is searched, all the fields that matched the search text are listed along with lookup fields that only have the keyword present in the lookup field name. The search was not performed on the fields that are available within the lookup fields. However, it would search for the fields in a particular lookup when expanded and closed before searching.

Example Business Use Case: Admins can search for a CSM Manager Name by searching with the keyword ‘Name’ and directly expand the CSM lookup field to select the CSM Manager Name in less time. Thus, increasing the performance of the product and page load times.

Real-Time Rules

With this release, Real-Time Rules feature will be enabled for all customers. Real-Time Rules allow you to take business automation to the next level by operating in near real-time. Real-Time Rules are triggered when an event occurs in the application as a result of internal or external activity. With Real-Time Rules, admins can take the right actions faster to drive greater efficiency in your Customer Success workflows.

For more information, refer to the Real-Time Rules article.

Rules Engine

Retirement of Rules Engine Action Types

With this release, Gainsight will be retiring the following load to action types from Rules Engine due to less utilization by customers:

  • Load to Customer Products 
  • Load to LRM Trends

Survey 1.0

Survey 1.0 and NPS®️ 1.0 Feature Retirement

Gainsight will be retiring the Survey 1.0 and NPS®️ 1.0 features on 15th February 2021. Gainsight recommends customers to perform the following steps before retirement:

  • Migrate required 1.0 surveys to Survey 2.0.

  • Republish the affected Playbooks that have survey email tasks.

  • Update affected Journey Orchestrator survey programs.
    Note: Outreaches will not work for survey use cases.

  • Update Rules/Automation or Reports built on Survey 1.0 data model (Salesforce objects)

Following changes can be noticed on 15th February 2021:

  • Survey 1.0 and NPS®️ 1.0 pages will not have any content. 

  • Survey 1.0 responses will be removed from C/R 360.

For more information on Feature Retirement, refer to the Survey v1.0 Retirement FAQs, Migrating Surveys 1.0 to 2.0, and Migrate External NPS Responses articles.

Enhancements

Sally

With Gainsight Sally, your company can better collaborate through real-time customer insights within their favorite apps. Powered by AI, Sally makes rich Gainsight data easily accessible through simple conversation. Not only can Sally provide answers to a diverse set of questions about your customers, Sally can also update customer data, provide information on health scoring, current risks, and opportunities. Your company can quickly collaborate on the latest customer intelligence to more rapidly deliver customer outcomes across all parts of your organization.

Community icon.png Create CTAs and Timeline Activities from Slack

Sally in Slack now allows the users to create a CTA or post to Timeline, without logging-in to the Gainsight application. Following are the ways users can create a CTA/post an activity:

  • Sally Menu 
  • Slack Shortcuts
  • Slack Slash Commands

Note: Admins must reauthorize the slack instance in Gainsight if the customers have to use this feature.

For more information, refer to the Using Gainsight Sally in Slack (For End-user) article.

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 know more about a person for deeper insights.

Added Search Capability in Lookup Fields of Person Detail View

In the Person detail view (C360/R360 > Person section), end users can now search for a value in the lookup fields with the company/Relationship/user’s name and populate the lookup value. This enhancement saves time for CSMs while populating values in the lookup fields. Earlier, CSMs had to manually populate GSIDs, Email addresses, or String values in the lookup fields.

These lookup fields should have been configured to lookup to either GSID, Email, or String type fields in any standard object (Company, User, or Relationship) by Gainsight admins. For more information on how to enable lookups, refer to the Add Custom Fields in an Object section in the Basic Operations in Data Management article.

Note: This enhancement is not applicable to the lookup fields in the Person detail view which are looked up to the custom object.

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Adoption Explorer 

Adoption Explorer (AE) helps manage your customer’s usage data in the Gainsight environment, and quickly surface the most relevant view of usage data across your customer base. AE offers powerful segmentation capabilities to manage multiple product lines, more robust control of aggregations and calculations, and totally re-imagined visualizations to surface deep insights. Customer’s usage data at Company and/or Person level can be stored at both daily and weekly level along with their entitlements. Using the ingested data, admins can define new derived fields without the need of Rules Engine.
Tip: Admins are invited to live instructor-led training on Adoption Explorer in January or April!

Trigger Backfill from Gainsight PX

In all the Gainsight PX enabled projects, admins can now trigger backfill/historical data from PX seamlessly using the Trigger backfill from Gainsight PX toggle switch. Once this option is enabled, the system automatically regenerates the historical usage data from Gainsight PX and by default loads/runs the data to Gainsight CS. But, admins also have an option to load/run the jobs manually after the data is regenerated to Gainsight CS. For example, admins can set the jobs to run when there is downtime.

Notes

  • The Trigger backfill from Gainsight PX action can be performed to a maximum of four times a month.

  • A maximum of 180 days of historical data can be pulled into Gainsight CS.

Example Business Use Case: For instance, whenever a feature name is modified or a feature event gets realigned in the Gainsight PX product tree, the Start Backfill action in Gainsight PX automatically realigns and reconfigures the usage data and provides the insights accordingly on the PX side. Also, from that day onwards, all the changes in the usage data gets reflected in the Gainsight CS seamlessly.

For more information on Gainsight CS PX integration, refer to the Enable Gainsight PX Data in Adoption Explorer article.

Cleanup the Default and historical data with the new mappings

In all the Gainsight PX enabled projects, with the new capability added to the Project Settings page, Adoption Explorer can now seamlessly pull the newly fixed/updated Parent Group ID on the Gainsight PX side to Gainsight CS, after the job is run. This action cleans up the “Default” data (Default External Company ID and Name) at the Instance level and also updates the historical data. 

This enhancement impacts the Adoption Explorer projects in the following ways:

  • Existing PX Projects: Assume, while bringing Gainsight PX data of multiple PX accounts to Gainsight CS, admins might have not selected the Parent Group ID in Gainsight CS, because the ID might have not been fixed on the Gainsight PX side. So, the project in Adoption Explorer pick-ups the default Company ID and Name for all the null records. Now, after a period of time, if the admin fixes the Parent Group ID on the Gainsight PX side and selects the same on the Gainsight CS side as explained in this Enable PX Data in Adoption Explorer article. The new capability in Adoption Explorer can now seamlessly pull the Parent Group ID information from PX to CS and fix/update all the default data (of null records) and historical data, after the next run. 

    In all the Instance enabled projects, a radio button named Do you have one Instance associated with only one Company? is introduced on the Project Settings page to allow customers to set the Instance level with the Company. By default the radio button in all the existing PX projects of Adoption Explorer is selected as No. To correct the default and historical data, admins must manually set this button to Yes, save, and run the project to see the new mappings.

  • New PX Projects: By default, all the new projects in Adoption Explorer for which Instance level data is enabled, the radio button Do you have one Instance associated with only one Company? is selected Yes. This is to ensure that anytime in future if admin fixes the Parent Group ID on the Gainsight PX side can select the same in Gainsight CS, and Adoption Explorer can seamlessly pull the new mappings information after the project is run. 
  • Non PX Projects: For all the new projects in Adoption Explorer for which Instance level data is enabled, admins can select the radio button Do you have one Instance associated with only one Company? as Yes or NO based on the business requirement. For the existing non PX projects, by default this button is selected as NO

    Example Business Use Case: Assume, there occurred two Events: Event 1 and Event 2 for which ABC and Google have attended Event 1, and Apple and Microsoft have attended Event 2. Here, selecting Do you have one Instance associated with only one Company? No means a single Instance (Event 1) is tied to multiple companies (ABC and Google). 

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.
Tip: Learn more about Sightline Vault in this 4-min video!

Filter Solutions in Sightline Vault

Filter the solutions by tags, type of assets and publisher name to find the required solution. Search a solution by its name or publisher, and then filter the search results to find the required solution. For more information, refer to the Overview of Sightline Vault article.

New Solutions Added in Sightline Vault

Seven new solutions are added under Sales & Advocacy, Customer Onboarding, Management Dashboards, and Customer Success Plays Solution Types in Sightline Vault. Admins can now install the following new solutions to reduce the amount of time needed to configure the required solution:

Sales & Advocacy

  • Advocacy Tracking: Establishes a recurring process by a rule to identify likely advocates (NPS Promoters) and engage them in advocacy activities.

Customer Onboarding

  • Sales to Onboarding Handoff: Automates the customer handoff from Sales to Onboarding, using a survey sent internally to capture key information of the sales experience. Triggers a Call to Action for the Onboarding team if the survey is not completed.
  • Welcome Email (Digital Led): After a deal is won, it standardizes the welcome process for a new customer by using the pre-configured email assist template which contains details of the onboarding kickoff plan.

Management Dashboards

  • Exec Dashboard: It provides CSMs a dashboard to review and eliminate inefficiencies in key team operations by closely monitoring your customers base conditions such as overall customer wealth, upcoming renewals, company health, customer centric activities, and resources efficiency.

Customer Success Plays

  • Sentiment Tracking: Implement a simple workflow to track customer sentiment by their status in timeline and visualize sentiment across customers using report widget in dashboards.
  • New Executive (Digital Led): Reduces the risk created by new customer executives by taking the necessary actions at the right time. Supports them to build a new relationship with customers and establishes them as the executive sponsor. 
  • Executive Business Review (Digital Led): Creates a consistent Executive Business Review (EBR) process to help the customer appreciate the value that they have achieved and aligned on a path forward.

Company Intelligence

Company Intelligence alerts users to critical news and events for their accounts and enables them to quickly take action. To use this feature, admins must first configure the list of companies for which they want to receive intelligence information, and also set the signals to track for the selected companies.

Company Intelligence in Account, Case, and Opportunity Widgets

Company Intelligence is now available in the Gainsight Account, Case, and Opportunity Widget sections on the Account, Case, and Opportunity pages respectively for individual companies. The advantage of having a Company Intelligence widget on these pages is that it helps sales teams in closing new deals or up-sell and cross-sell existing customers by following the posts.

Note: To use Company Intelligence in the above widgets, Account Widget and Opportunity widget checkboxes must be enabled under the Company Intelligence section in the Administration > C360 Layouts page.

CI-Widget 1.png

Users with relevant permissions can also create a Timeline activity from this widget. For more information on how Company Intelligence posts can be viewed in the C360 section, refer to the Company Intelligence in C360 article.

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.
Admins are invited to join live instructor-led training on Journey Orchestrator every 6 weeks!

Modifications in Events Source

Events source allows users to add participants to a Program triggered by Gainsight’s Event Framework. Events source is now completely flexible and supports all the events configured in Events Framework. Also, the PX custom events can be used in a Program. Using Events as a source in Programs, admins can now:

  • Configure filters for the events
  • Select lookup fields for filters
  • Map lookup fields in the Mapping selection

In the Event source, an Event Source Filter is applied to the source to define which contacts must be added as Program participants. Based on the filter criteria, contacts from the event source are added as participants. Earlier, admins could only add events as sources from Gainsight’s Event Framework without any filters. This change gives Admins more control over the events data they are bringing in for participants.

ES-Filter.png

Additionally, Journey Orchestrator now honors the resolution of Event Fields functionality in the Event Framework. This helps admins to resolve records from the sender of the Event to records stored in Gainsight objects. For more information on the event fields resolution configuration, refer to the Events Framework article.

ES-EF.png

With the help of the resolving Event Fields functionality, admins can now:

  • Select lookup fields for event source filters while:
    • Creating Event Fields
    • Adding Events as a source
    • Using Event Fields in Conditional Wait 
  • Map lookup fields in the Mapping Participant Sources section for the selected event source.

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.

End User Configuration of Columns in Custom Views

Custom Views are now enhanced with the capability to configure field columns. End Users can now select the required columns that they want to see in Analyze View Widgets and in the Forecast View table.

Notes

  • Users can add up to a maximum of 20 columns.
  • The columns you configure are not saved automatically. If you need to retain the configuration, edit and save the view.

Configure Columns.jpg

Delete All Selected Opportunities

Admins can now delete all selected opportunity records using the Delete option in the Data Operations page. Previously when you selected the opportunities using the global checkbox, 100 records could be deleted at a time. With this enhancement when you select the global checkbox and click Select all Opportunities, all the selected opportunity records are deleted.

Delete All.jpg

Rules Engine 

Rules Engine is designed to improve your underlying customer data to produce superior customer outcomes. It can perform powerful multi-step, in-memory data transformations for large datasets in Gainsight within one rule. Transformations include aggregations, multi-dataset merges, formulas and time-series calculations; helping your team to better identify meaningful data signals.

Modifications in Rules Engine Processing

Gainsight has done the following modifications in the processing of a Bionic rule in Rules Engine:

  • Disable Bionic Rules: Rules are disabled in the following scenarios and an email notification is sent to the Admins, if the
    • Rules which fail to run five times consecutively
    • Any permanent failures such as; if fields are deleted from Salesforce, Malformed Query, and invalid query filter operator.
  • Skip other Instances of a Rule in Queue: Gainsight does not add another instance of the rule to the queue if an instance of a Rule is already present in the queue for execution. For example, consider a rule that is scheduled to run every 2 hours. In this rule, if the rule that needs to run at 6 AM is not completed its run even by 8 AM then the rule which is scheduled to run at 8 AM is skipped. If that rule completes its run by 9 AM then the rule which is scheduled to run at 10 AM is not impacted.

    The following are the benefits of this change in processing the rule:

    • Overall waiting time of a Rule in the queue is minimized.
    • Any sub-optimal schedules are automatically taken care of.

Ability to Remove HTML Tags from Show me Fields

If the rich text fields are added in the Show me section of a rule task, the Don’t include HTML tags checkbox is enabled. Admins can select this option, if they want to remove the HTML tags from Rules Engine.

Rich Text.png

Picklist Mapping

In the Setup Action section of the rule creation, Gainsight now introduces the Customize Mapping option for the admins who want to modify the incoming picklist values. Admins can unselect this option If they want to map the same picklist values.

By default, this checkbox is selected for a rule with a cross data source picklist and mapping is mandatory.  For the same picklist values, this checkbox is not selected. 

Note: Gainsight does not display any inactive picklist values because they anyway cause rules to fail.

picklist.png

Suggestions when Scheduling Rules

Gainsight now suggests the best practices for the admins while scheduling a rule, when:

  • No filter is added in the fetch tasks.
  • Unused tasks are present in Rules. However, Admins can delete them without any impact on the rule.

Gainsight Analyzer 

The Gainsight Analyzer monitors various causes of failures or inefficiencies in the Gainsight application’s performance. With Gainsight Analyzer, you can quickly identify, isolate, and remediate any performance issue that impacts the user experience. Analyzer provides recommended actions for you to improve performance.

New Homepage for Gainsight Analyzer

Gainsight Analyzer now displays a homepage whenever users navigate to the module. The homepage displays widgets for each available analyzer. This enhancement gives users more control over which analyzer they initially open, when they navigate to Gainsight Analyser. For more information on Gainsight Analyzer, refer to the Gainsight Analyzer Overview article.

6.21 Gainsight Analyzer Homepage.jpg

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.
Tip: Share this updated 10-min. training on Timeline with your Gainsight end users!

Restricted Picklist Fields available for SFDC to Timeline Sync 

When admins sync Salesforce activities to Timeline, they can now select restricted picklist fields from SFDC to be mapped to Gainsight fields. The restricted picklist fields can be mapped with GS Dropdown or string fields. This enhancement gives admins more control over how they sync their data.

Note: If the restricted picklist is being mapped to a GS dropdown field, and the values coming in from Salesforce do not match the available GS values, the record sync will fail.

For more information on configuring a Salesforce activity sync to Timeline, refer to the Integrate Salesforce Activities to Timeline article.

Components Introduced and Modified in 6.21 Release

In this release, Gainsight has not introduced or modified any component.

Permission Sets Added/Updated in 6.21 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/updated:

  • Gainsight_Admin.permissionset
  • Gainsight_Standard.permissionset
  • Gainsight_Viewer.permissionset
  • Gainsight_View_Only.permissionset
  • Gainsight_Special.permissionset

Issues Addressed

Scorecards

  • Measures do not Display Complete Data: Previously, when users hovered their mouse over a Scorecard measure, part of the measure data did not display as expected. When this issue occurred, part of the display text would be cut off, and the score did not display. This issue is now resolved, and the measure data displays as expected.

User Management

  • Permission sets are Enforced for Non-Admin Users: Gainsight has now enforced Permission sets in the the User Management page for the Non-Admin users. Non-Admin users (without GS Admin permission sets) can only access the User Management page in read-only mode. For more information on Permission sets, refer to the Gainsight and SFDC Permission Sets article.

Renewal Center

  • Percentage field data load changes: In the Renewal Center, the percentage field was considered as a number field that was creating a discrepancy in GDM and Rules Engine. This issue is now fixed and the percentage fields data calculation is fixed. 

Known Issues

Scorecards

  • Exceptions in Scorecards not Honored: There is a known issue where Scorecard Exceptions are not being honored when the score is set via rule. This issue only occurs when the exception is set on Ungrouped Measure (Group Weights Enabled).
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