CS Patch Release Notes: Version 6.3.X series

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 2.0 gives admins the ability to design and distribute surveys in Gainsight without a dependency on SFDC sites or features.

1. Ability to compute the True NPS® for the Survey 2.0 NPS® Survey Response: Gainsight created a new field called True NPS® in the NPS® Survey Response Object. True NPS® field stores the value 100 (Promoter) / 0 (Passive) / -100 (Detractor) for the NPS® response. Admins can now build reports using this field to average the values of this field to compute the True NPS® categorized by Participant/Company attributes. For more information on how to calculate True NPS®, refer to Calculation of True NPS® on Survey Responses article.
   
   Business Use case:
   
   For instance, you might have sent an NPS® Survey to different customers in different geographical regions and you want to report the True NPS® by customer region to determine the positive or negative trend of NPS® responses. You can achieve this by below steps.
   
   To achieve this in a report:

   1. Navigate to Administration > Analytics > Report Builder.
   2. Click + REPORT to create a new report.
   3. Select the NPS® Survey Response (Gainsight Object) as the source object.
   4. Add the True NPS® field to Show me section.
   5. Click the Settings/Gear icon and select Average from the Aggregation dropdown list.
   6. Add the Customer Region field to By section.
   7. Click RUN to see the records in the report.

You can also add this report to a dashboard and apply a global filter to view by customer region. For more information on Global Filters, refer Global Filters for Dashboard.

Document	Type	Change Description/Location
Survey 2.0 Module Objects	Update	Updated the document with new field (True NPS®) description.
Calculation of True NPS® on Survey Responses	New	New document which explains the calculation of True NPS® on survey responses.

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. 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. The Timeline tab in the CTA Detail View allows you to log activities for a specific CTA. These activities will also appear in the Timeline View in the Customer 360.

1. Draft Activity Limit Per User: Gainsight now calculates your draft limits at the User level and not at the org level. Previously, draft limit was set to 2000 per tenant. This limit will now be calculated at the User level. Each user can log a maximum of 50 drafts. This limit includes:

• Activities which were auto saved as drafts
• E2T emails which were logged as drafts

Document	Type	Change Description/Location
Log Customer Emails as Timeline Activities	Update	Updated the draft limit to 50 per user.
Use Timeline to Log Activities	Update	Updated the draft limit to 50 per user.

2. Ability to Mass Delete Draft Activities: Previously, you had to manually delete each draft activity. This was cumbersome when you had many drafts to be deleted. Gainsight now allows you to delete multiple drafts simultaneously. A check box has been introduced for each draft to accomplish this task.
   
   To mass delete drafts:

   1. Select the check box for the required draft(s)
   2. Click the delete icon.

Document	Type	Change Description/Location
Use Timeline to Log Activities	Update	Updated the document to showcase the Draft Mass Delete feature.

3. Ability to Create Reports, Rules, and Surveys on Attendees: You can now use the Timeline Internal Attendees and External Attendees fields in various analytical and action based modules of Gainsight. To accomplish this task, Gainsight has introduced the following new components:

• Internal Attendees and External Attendees fields: The Activity Timeline object is now enhanced with two new fields; Internal Attendees and External Attendees. These fields return the list of internal and external attendees (respectively), who attended a particular meeting.
• Activity Attendee Object: A new junction object called Activity Attendee has been introduced. This object has Activity ID and internal and external Attendee ID fields. You can use this object while creating rules or reports which are based on an attribute of a person.
  Note: When you type the name of a Person (attendee) in the filter field, ensure that you enter the exact name of the person. You cannot find name suggestions based on the characters entered.
  
  Business Use cases:

• Reporting: In reporting, you can use this enhancement to address the following use cases:

  • Create a report on the list of activities, organized with a particular person(s) (internal or external) in the past one month, quarter, or year. To accomplish this, use Activity Timeline as the source object and add the required fields in the Show me section. Use the Internal Attendees/External Attendees field in the filter area and enter the name of the required person.

• Create a report in which a particular internal or external attendee was involved.
• Create a report which enlists internal or external attendees who have not attended any meeting in a given period of time.
• Review the internal attendees who attended meetings with a customer, who recently churned out.

• Surveys: You can send out a survey to a list of external attendees with whom you recently had an EBR meeting  
• Rules Engine: You can create a rule to check when exactly was the last time you met an executive (with a specific role) from a particular company. To learn more about how to use this use case, refer to the Track Last Activity on People with Specific Roles article.

Document	Type	Change Description/Location
Configure Timeline for C360 and R360	Update	Added information on how to use the Timeline Attendee object and Internal and External Attendee fields in Rules, Reports and Surveys.
Track Last Activity on people with Specific Roles	New	New document which describes the process of creating a rule which tracks last activity on specific users.

4. New Failure Reason emails when E2T Email is not successful: Previously, if an E2T email was logged as a draft in Timeline, Gainsight did not send a notification or reason for this. With this release, you will receive an Email notification if the following conditions are met:

• Your email is logged as a draft.
• You have reached the maximum draft limit.  

   The email shares the failure reason and the possible actions that you can take.

Document	Type	Change Description/Location
Log Customer Emails as Timeline Activities	Update	Added a section to explain that customers now receive an email notification when E2T fails to log emails.

Journey Orchestrator

Journey Orchestrator enables you to design integrated customer journeys that blend human and digital touchpoints to guide customers to enhanced outcomes. Journey Orchestrator can simultaneously analyze multiple sources of customer data to uncover the trends that affect your customers’ success. Then you can orchestrate dynamic, multi-step journeys that adjust to each customer to create effective, personalized engagement at scale. For more information, refer to the Journey Orchestrator & Automated Email Overview article.

1. Ability to Pause and Resume a Published Program in JO: Previously, in Journey Orchestrator, users could not pause or resume a Program in an Active status. Now, Admins can Pause and Resume an Active Program, and when it is paused, the Participants status is set to paused.
   
   The Actions/Activities that are in queue at the time when the Program is paused are executed normally, and the participants are paused only at the next Wait Timer/Conditional wait. Once the Program is resumed, all the timers will be adjusted to account for the paused duration. For example, assume that you have a step which says Wait for 3 days, but you have paused the program for a day and then resumed it. The wait step automatically recognizes the pause duration of 1 day, and now waits for 4 days instead of 3 to compensate for the pause duration.
   
   Note: While the program is in a paused state, Gainsight is not listening for events such as Open Email, Close Event, CTA Open/Close. Therefore, when you resume, it will assume that the participant has not read the email, for example, and proceed in the Program path based on that assumption. We are planning to address this in a future release.

Document	Type	Change Description/Location
Configure Model and Emails for Programs	Update	Updated the “Options for Published Program” section with the content of “Pause & Resume” feature.

Gainsight Mobile App

Gainsight Mobile App helps CSMs, Account Managers, and Executives to quickly get 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!