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Gainsight CS Release Notes Version 6.13 contains the following subsections:
- Announcements section describes important changes to the application that are implemented now or will be in the near future.
- Enhancements (per module) describe improvements made in the existing product capabilities.
- Issues Addressed contains issues which were reported by customers and are fixed in this release.
: This symbol indicates that an enhancement originated as a customer suggestion on the Gainsight Community.
No new Success Snapshot 1.0 templates can be created: With this release (v6.13), you will no longer be able to create new 1.0 Snapshots. Existing 1.0 Snapshots can still be exported and edited. We have improved the functionality in Success Snapshots 2.0, including enhanced control over the template layouts, better support for your branding elements, and support for slides with multiple content types. Click here to learn more about Success Snapshots 2.0.
Archive Email Logs and Raw Events Data
With this release, Gainsight will be archiving data for Email logs and Email Raw Events. Only the data from the last one year is stored for logs and the last six months data is stored for raw events. The remaining data will be archived into the TechOps S3 bucket, customers will have to contact the TechOps team to retrieve old data.
Deprecation of 1.0 Email Templates
With this release, you will no longer be able to modify or clone existing 1.0 email templates. However, admins can only view the existing 1.0 templates which are already in use by any other modules such as Journey Orchestrator, Cockpit, and Email Assist.
Following are the some of the advantages of Email Templates 2.0 over 1.0:
- It will resolve formatting issues present in the original Email Templates 1.0 feature.
- It is required for new features such as Program as well as future enhancements.
- It addresses the issue with the imageID changing each time HTML code is updated.
- Inline survey questions can be used.
Gainsight recommends customers to manually review their existing 1.0 email templates, and convert them to email templates 2.0, as well as create any new templates using email template 2.0.
To migrate from 1.0 to 2.0 version:
- Navigate to Journey Orchestrator > Email Templates. The Email Template page appears.
- From the Search Type option, select the Version filter category.
- Select 1.0. The list of templates available in the 1.0 version appears.
- Select the template you want to migrate to 2.0.
- Click the three dots and select MIGRATE. The Migrate to Email Template 2.0 dialog appears.
- Click MIGRATE to successfully migrate Email Template 1.0 to Email Template 2.0 version.
For more information about this deprecation, refer to the Email Template 1.0 Deprecation FAQs article.
Adoption Explorer 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. Adoption Explorer 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.
PX Product Key at Company Level
Earlier, when Gainsight PX data was pulled into Adoption Explorer, PX could only send the Product Key at Person/User level into the Adoption Explorer project but not the Product Key at Company/Account level. Creating Company level usage dashboards per product and using all of the Person/User level aggregation data consumed a lot of admin hours. To address this issue, Adoption Explorer is now enhanced to pull the PX Product Key at the Company/Account level also along with the Product Key at the Person/User level, which enables Gainsight to support multi-product analytics directly using the Company level usage data.
PX Product Key: The product key at Company level can get you the aggregation data/analytics data of a Product for each Company. Having this Key in a usage section provides multi-product analytics at Company/Account level aggregations. Product Key is also available at Person level, and can get you the analytics data at Person level aggregations.
Business Use Case: For instance, your organization has multiple products and you may want to directly get the aggregation data of these products at the Company level.
Once PX Data is pulled into Adoption Explorer, you can see the Product Key at Company Level as shown in the following image, and you can now create Company level usage dashboards per product.
Person Name in Person Layouts
Until now, Person Layouts in Adoption Explorer created on PX data always displayed Person Name as Email. With this release, Person Name now displays First Name concatenated with Last Name.
Adoption Explorer in App's Menu
The Adoption Explorer tab is now available by default in the Salesforce App's Navigation Menu. But, you may still customize your tabs to remove/add the Adoption Explorer tab from your default display, refer to Add/Remove Tabs in Salesforce App's Navigation Menu.
Test Connection added to Direct Database Source Connections
Previously, while setting-up a connection to direct database sources like Snowflake, Postgres, MySQL and Redshift, admins were not sure whether the details provided would work or not. To help admins check the correctness of the details provided, Adoption Explorer is now enhanced to add a new functionality called Test Connection. With this functionality admins can now check the connection details while creating a new source connection.
IMPORTANT: If there are any errors in the provided details, the system displays the respective error message based on the error.
Gain deep customer insight with Reports and Dashboards. Gainsight’s ability to blend together multiple data sources provides a structured, holistic picture of the customer across all types of vendor/customer interactions. Using an intuitive interface and compelling visualizations, each of your customer-facing functions can build their own strategic view to get actionable insights, fast.
Honoring Fiscal Year in Reporting
Until now, Gainsight honored the Salesforce Fiscal Year settings only on the reports created on Salesforce objects. But, with this release, Gainsight supports honoring those Fiscal Year settings in all the reports created on Gainsight Objects also. In the Report Builder, you can now see the Fiscal Year/Quarter option in the By section and Filters.
- While building reports on Salesforce objects, Gainsight honors both the Standard and Custom Fiscal Year Settings defined in Salesforce.
- While building reports on Gainsight objects, Gainsight honors the Standard Fiscal Year Settings defined in Salesforce.
When a user changes the Fiscal Year Settings in Salesforce, it may take 24 hours to reflect the changes in Gainsight.
You can now Filter the date field/time series data by Fiscal Year/Fiscal Quarter and can also summarize this data by Fiscal Year/Fiscal Quarter. The Fiscal Year label on the report displays either the Starting Year or Ending Year, based on the settings defined by your admin in Salesforce. For more information on Salesforce Fiscal Year Settings, refer to Salesforce Fiscal Year Settings.
Business Use Case: For instance, you may want to filter the list of companies that are up for renewal in the current fiscal year, on a quarter basis. Using this enhancement, you can now achieve this by applying the current fiscal year filter on the renewal date and summarize the renewal date field to fiscal quarter.
The following image shows how you can use the Fiscal Year/Quarter option in Summarize By and Filters.
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.
Use of Calculated Fields in Email Steps
When a participant enters a Program, the receiver and sender for an email might change in between, in the following scenarios:
- When CSM transition happens and a new CSM is assigned to the customer.
- When the Admin of the Company is changed.
- When the Sponsor of the Company is changed.
In all the above scenarios, since Gainsight previously did not allow you to add any dynamic data, such as Calculated Fields in the email addresses in an email step of a Program, the sender and receiver were incorrect if the CSM/User changes, which made the email content appear out of date. This has been troublesome and tedious for Admins to correct or debug.
To solve this issue, Gainsight now supports the use of Calculated fields in the Email Address fields. This allows the system to pick up the correct receiver and sender at the time of sending the email.
Note: Only the Calculated Fields that are created from MDA data can be used in the email steps.
Business Use Case
As an Admin, I want to ensure that the email is sent and received by the correct person in order to make the communication more reliable for long-running Programs.
By default, all the email type Calculated fields created in the Participants Configuration page are displayed in the To, Reply-To, and From Email fields in an Email Step of a Program.
To use Calculated fields in the Email Steps:
- Navigate to Journey Orchestrator > Programs.
- Click to open an existing program, or click the +CREATE to create a new program. For more information on creating a new program, refer to Program List View and Create New Program.
- On the program model configuration screen, click the green Participants icon to open the Participant Configuration page.
- Expand the Calculated Fields section on the Participant Configuration page.
- Click +CALCULATED FIELD to open the Calculated Field page.
- Configure the new Calculated Field. Refer to Configuring Calculated Fields for more information on this step.
- Click SAVE to save the calculated field configuration.
- Click BACK TO MODEL and click the Send Email step.
- In the To or Reply-To or From Email fields, click the dropdown option to view the created calculated fields.
- Select the required calculated field in the To, Reply-To, and From Email fields.
- Click SAVE.
A new option is added in the Send Email page, called To Name field. By default, the recipient's full name is displayed, but Admins can modify it as per their requirements.
Note: Only the string type Calculated Fields are displayed for selection in the From Name and To Name fields.
If Admins select the Email Copy option, they can also add both email and string type Calculated fields to the Email Copy To field.
Renewal Center helps quota carrying CSMs and Renewal Managers forecast and manage their book of business. By enriching Salesforce Opportunities with Customer Success insights, as well as calculating a Likelihood to Renew score for each opportunity, Renewal Center enables your team to efficiently manage and predict renewals and related upsell, recognize risks in a timely fashion, and report on key metrics.
New Load to GS Opportunity Action Type
This enhancement provides you an alternative method to populate standard fields that support renewal analysis (Target Amount, Forecast Amount, Final Amount, Due Date) and custom fields. Previously, the only way to load data into Renewal Center (GS Opportunity Object) was via the Opportunity Connector job pulling from Salesforce Opportunity.
IMPORTANT: Use the Opportunity Connector when possible. This is required for fields that need to be synchronized with Salesforce. If a field is not mapped in the Opportunity Connector job, then any data update will only reside in Gainsight. It is also easier to configure and maintain the mappings.
Update Target Amount, Forecast Amount, Final Amount, Due Date, and custom fields.
- This is ideal for those customers who do not have this data in the Salesforce Opportunity object and are unable to create corresponding fields to load this information. Rules Engine can be used to update this information directly to Renewal Center from any sources available. The Last Modified Date or Last Modified By fields in Salesforce are not changed, since data is loaded only to the GS Opportunity object.
- Rules Engine can also update GS Opportunity fields that are mapped to Salesforce Opportunity. Salesforce would be updated first, passing validation rules before writing to Gainsight. Last Modified Date and Last Modified By fields in Salesforce would be changed and reflect the integration user.
- CAUTION: To ensure the update is applied to a unique opportunity, the source data must be relatable to an Opportunity ID or unique combination of fields. Otherwise the same value will be applied to all opportunities that have the combination of fields.
2. Create (Upsert) Opportunities
IMPORTANT: If the identifier matches with existing records, the matched record is updated/overwritten. A new record is not created.
- You must create Opportunity with all the required fields/data to pass SFDC validation rules. Fields must be mapped in Connector (else changes from SFDC will not get sync’d).
- Gainsight will ensure if the Opportunity can be saved to Salesforce before saving it in Gainsight.
- The Created By field has the GSID of the Integration User. Integration user’s permissions/validations are honored
- This action type does not change requirement to use SFDC Opportunities
For a detailed step by step process on how to use this action type, refer to the Load to GS Opportunity action type.
Application of the Action Type: In this example, the Load to GS Opportunity Action type will be used to create a rule that automatically updates the existing opportunity with Target Amount and Due Date fields in the GS Opportunity object. The Company object’s ARR field’s value is ingested into the Target Amount in GS Opportunity. The Company object’s Renewal Date field’s value is ingested to GS Opportunity’s Due Date field.
- Navigate to Administration > Operations > Rules Engine.
- Click + RULE.
- Enter a name for the rule and select Company.
- (Optional) Select a folder for the rule.
- Click NEXT.
- Click DATASET.
- Select the GS Opportunity object.
- Drag and drop the following fields to the Show section.
- Company -> ARR
- Company -> Renewal Date
- Apply the following filter to select only those opportunities which are due to be renewed in the upcoming quarter.
- Company -> Renewal Date = Add N Days to Rule Date - 90
- Click SAVE.
- Click Setup Action.
Configure the Action Type
- Click + ACTION.
- Select Load to GS Opportunity.
- Select Upsert as the Operation.
- Perform the mappings as shown in the following table.
|Source Field||Target Field|
|Due Date||Renewal Date|
Set the mapping between GSID as the Identifier.
IMPORTANT: When you map a picklist data type field in the GS opportunity object, you will not get a drop down menu for the source object. You need to manually enter the picklist value as a string.
Analyze Rule Results
When you execute a rule which uses the Load to GS Opportunity action type, you get a rule result file just like other action types. For this action type, the rule result spreadsheet has three tabs.
Execution Summary: This tab displays general details like Rule name, execution date, time, type, and so on. You can also see a list of messages displayed during the execution of the rule.
Action: This tab displays the actions used in the rule. If your rule has 10 action types, this tab is displayed 10 times and each tab has the name of the action. All the records that were ingested successfully, are displayed in this tab.
Failed Records: This tab is present only if any record failed to ingest. This tab displays the reasons as to why data ingestion failed for a record. Even if you have multiple action types in your rule, this tab is present only once. All failed records from different action types are listed under specific headings to help you easily identify as to which record belongs to which action type. Some of the common failure reasons could be failure to pass SFDC validation rules, attempting to ingest inappropriate values, using stage values that does not exist and so on.
Sync Opportunity Deletes from Salesforce
Gainsight now allows you to delete Opportunities from the GS Opportunity object during a sync. Previously, if an opportunity that was synced from Salesforce to Gainsight was deleted in Salesforce, there was no method to automatically remove the corresponding record in Gainsight during subsequent syncs.
This enhancement ensures that Gainsight data is always in sync with Salesforce and you don’t need to manually delete opportunities from Gainsight.
To facilitate this enhancement, Gainsight has introduced a toggle switch called Sync Deleted Records, in the Opportunity Sync job. When you turn this toggle switch on, all the Opportunities that are deleted in Salesforce are deleted in Gainsight as well, during the data sync.
Caution: This is a hard delete, and also deletes data in custom fields on the GS Opportunity. Recovering the opportunity in SFDC will re-create the opportunity in Gainsight, but it will be a fresh opportunity and not have the original data in custom fields. Note, Renewal Center must be deployed.
In the Opportunity Sync job, a new column called #Deleted is introduced to track the number of deleted records in each data job.
The value in this column is hyperlinked to a downloadable spreadsheet. The spreadsheet has a Message column which displays the result of the delete operation. If the delete was successful, this column says Entity Deleted Successfully.
To use this enhancement:
- Navigate to Administration > Connectors 2.0.
- Click the Edit Job icon for the Opportunity Sync job.
- In the Data Source and Field Mappings section, turn on the Sync Deleted Records toggle switch.
- Click SAVE MAPPINGS.
- Run the Data sync job.
Sorting and Pagination in Action Cards
Gainsight has introduced sorting in each of the action cards. So, when you open any of the action cards, you can now see that the data is sorted based on the values of a column. The following table provides you the details of how sorting is performed in each of the cards.
|Card Name||Column Used for Sorting||Type of Sorting|
|Missing Renewal Opportunities||ARR||Descending|
|Missing Forecast Amount||Target Amount||Descending|
|Opportunities Past Due Date||Due Date||Ascending|
|Opportunities at Risk||DS Likelihood Score||Descending|
Since Action Cards have critical action items for you to act upon, you can now view the action items in decreasing order of criticality, and act on the most critical items first.
Apart from sorting, Gainsight has also introduced pagination. Each page displays 100 records and you can switch to the next page to view the next 100 records.
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.
Sort Operation in Preview
Preview Dataset in the Preparation tab is now enhanced with the Sort option which enables admins to sort all records based on their requirements, when there’s a large dataset.
S3 Data Source in Data Designer
Data Designer is now enhanced to add Amazon S3 as a new data source. Admins can now create a dataset by fetching data from a csv/tsv file in any S3 bucket (Gainsight Managed or Custom buckets).
- Create an S3 connection in the Connectors 2.0 page to sync CSV data from S3 bucket to Gainsight. For more information on this configuration, refer to Create an S3 Connection in Connectors 2.0.
- Before a dataset is created in Data Designer, make sure that the source csv/tsv file is available in the required S3 bucket.
Business Use Case: This enhancement is helpful if your organization’s IT infrastructure uses Amazon S3 as a data source to store customer success data, and you want to build datasets in Data Designer using that data.
To use this enhancement, navigate to Administration > Analytics > Data Designer, and open an existing dataset or create a new design. In the Preparation tab, under the Data Source dropdown list, you can now see Amazon S3 along with Matrix Data and Salesforce.
Once you select Amazon S3, you can see that the Gainsight Managed bucket and custom buckets configured in Connectors 2.0 are displayed on the left side pane.
For detailed instructions on how to create a dataset using S3 as a data source, refer to Use Data from Amazon S3 in Data Designer.
Publish Reports to Report Builder Repository
Until now, admins could create reports in the Data Designer and analyze them, but they couldn’t add those reports to other functionalities of Gainsight. With this release, admins can publish the reports created in Data Designer to the Report Builder Repository with one click.
To use this enhancement:
- Navigate to Administrator > Analytics > Data Designer > Select Required Design > Explore tab.
- Create a new report or select a saved report from the reports repository. For more information on how to Create a Report in Data Designer, refer to Create and Analyse Reports.
- Click Publish Report. Publish Report To Reports Repository window appears.
- Type in the Display Name of the report as required.
- Click Publish.
Limitation: While publishing reports to Report Builder, some of the Data Designer configurations may not be honored by the Report Builder, and you may encounter errors. The system displays the respective message based on the error.
The following image shows how the reports published from Data Designer appear in the Report Builder Repository. The published reports are labeled as [DD] Report Name XXX.
Gainsight Data Management
In Gainsight Data Management, an admin can perform setup data in the Gainsight Matrix Data Architecture (MDA). Admins can create and manage Gainsight Objects from the Data Management page. As an analogy, a Gainsight Object and its field(s) can be thought of as a database table and its columns. Data Management can be accessed from Administration > Operations > Data Management.
User Locale is Honored In Data Management and Data Operations Pages
When Gainsight Admins set a User Locale for any Gainsight user from the User Management page, the Date and DateTime format defined in the specific user’s Locale is honoured in the following Data Management pages:
- Default value set for the Date and DateTime type fields
- Date and DateTime information shown in a Report on any object, from the Data Management > [Select any object] > Data tab.
- Date and Datetime information shown in the Activity Log of any object.
User Locale is honoured in the following pages from the Data Operations:
Date and Datetime information shown in the data from any object
Date and Datetime information shown in the Logs of any object.
For more information on how an Admin can set User Locale for a specific user from the User Management page, refer to the Add Gainsight Users from User Management.
- When users are synced from Salesforce to Gainsight through Salesforce Connector, User Locale is synced. Gainsight Admins can change any synced user’s Locale from the Gainsight User Management page.
- When Locale is not set to any user, User Locale assigned to the org from Salesforce is honored across Gainsight.
Auto Populate Company ID in a Record on Low Volume Object
While CSMs are creating a new record in the Low Volume custom object through the C360 > Related List, the GSID of the Company (Company ID) is populated automatically. Previously, while creating a new record in the Low Volume object, CSMs had to manually add the GSID to the Company ID field in the Report.
To auto populate Company ID, Report on the Low Volume object must contain the GSID field from the Company object.
Use case: CSMs can maintain a list of Cases/support tickets raised from the specific Company in the related C360 page. Details of the cases can be stored in a Low Volume custom object so that existing cases can be edited (Ex: Status Update) or new cases can be recorded through a Report on the custom object from the C360 > Related List section.
For more information on creating a new record in the Low Volume object, refer to the Related List in the Customer 360 Details article.
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 Name field is Auto Populated from First Name and Last Name
Gainsight now auto populates a value in the Name field (concatenated) in the Person object using values from the First Name and Last Name fields, if it is Null. Previously, the Name field was null if it was not inserted through a Person ingestion channel.
For example, If a person record has values for First Name and/or Last Name in the Gainsight application, the system will auto populate the Name field.
To see this enhancement:
- Navigate to C360/R360 > Person > Click +PERSON.
- Enter First Name and Last Name.
- Click Save.
- Navigate to the Person List View page.
- Click the newly added Person to view the Person detail view. You can see that the Name field is auto populated.
Note: While ingesting Person information through any channel (CRM Connector or CSV Upload), if you have mapped First Name and Last Name in the field mappings of the job configuration, but not the Name field, then the Name field is auto populated by Gainsight.
People Maps is Default View in Person Section
People Maps is now the default view in the C360/R360 > Person section. Previously, the List View was the default view in the Person section. Navigate to C360/R360 > Person section to view this change.
Replace Person Directly in People Maps
CSMs can now directly replace a person in People Maps. If you want to replace a Person in People Maps, then the new Person must already be present in the Gainsight Person object and associated with the same company.
Previously, to replace a person, you had to add the new person to the People Map, and then add all the relationships again to the new person, such as Managers and Direct Reports. We’ve simplified the process to save users’ time.
Business Use Case: When an existing employee has left the company or changed roles, CSMs can directly replace the person in People Maps.
To replace a person:
- Navigate to the C360/R360 > Person page.
- Click the ellipsis menu in the person widget.
- Select Replace. Search People field is displayed.
- Enter the Name of the Person and press Enter.
- Select the required Person from the results. You can now see that the old person is replaced with the new person.
For more information, refer to the Build People Maps article.
S3 Export Failure: Previously, when you created a new Dataset task or modified and saved an existing dataset task and enabled the S3 export, the file was not placed in the right S3 bucket. This issue is now resolved and the file is now placed in the right S3 bucket.
Drop-down List Issue in Call External API Action Type: Previously, when you used Drop-down lists in the Call External API action type, the values in drop-down lists were loaded as IDs, instead of their actual names. This issue is now resolved and you can now view the names of drop-down list items.
Rules fail when the associated SFDC org is Refreshed: If an SFDC org is refreshed for Sandbox Refresh, and when admins delete and recreate the connection in SFDC connector, existing rules on SFDC objects break. This issue is now resolved and rules do work even after the mentioned actions are performed.
- Unable to View S3 Column Headers: Previously, you could not view column headers for a few columns if you cleared the Show Selected check box. This issue is now resolved.
Unable to display designs: Previously, users when tried opening the Data Designer in Safari browser didn’t see the list of existing designs. This issue is fixed now.
Unable to open pages in Lighting View: Previously, opening Data Designer in a Lighting view didn’t allow some of the users to open other pages like Report Builder, C360 Layouts etc. from the Analytics section and encountered errors. This issue is fixed now.
Default case field is not honoring negative values: Previously, the Data Designer didn’t allow the users to enter the negative values in the default case statement. However, the negative number was allowed within the case filters. This issue is now resolved, and you can now enter negative values in the default field as well.
Duplicate Name fields: Previously for some of the users, the name fields in the Survey flattened table were duplicating. This issue is now fixed.
Unable to receive scheduled dashboard: Previously, some of the users didn’t receive the scheduled dashboard via email, but it worked well when a test email is sent. This issue is fixed now, and working as expected.
Export as CSV didn’t honor filter values in exported reports: Previously, users when modified the filter values on a dashboard and exported a CSV from Gainsight Home, the exported report didn’t honor the modified filter values. This issue is fixed now.
- Error while creating a filter containing Single quote in value: Previously, an error was displayed when users entered a single quote in filter values for all the connectors in the Connectors 2.0 page. This issue is now resolved and users can enter single quotes in the filter values for all the connectors to filter the data in the Connectors 2.0 page.
Unable to Save Data in Scorecard “Applies to” Section: Previously, when you edited some filter data in the Applies to section of Scorecards, you could not save the Scorecard. This issue is now resolved and you can now edit the Applies to section of the Scorecard.