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Release Notes Version 6.26 July 2021

Gainsight Release Notes Version 6.26 contains the following subsections:

  1. Announcements: important changes to the application that are currently implemented or are in the near future.

  2. Enhancements (per module): improvements made in the existing product capabilities.

  3. Additional Resources: information about previous or upcoming major release versions/dates.

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.
  • 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 to the following image.

    playable_gif.png
  • 1._community_logo.png:  This symbol indicates that an enhancement originated as a customer suggestion on the Gainsight Community. 
  • Horizon Image.png: This symbol indicates that the enhancement was made as part of the Horizon Experience (H) project.

Announcements

Horizon Image.png Rules Engine List View Page and Rule Chain Horizon Experience

Rules Engine is now powered by the Gainsight Horizon Experience. The following areas in the Rules Engine module are redesigned to improve its performance and usability:

  • Rules List view 
  • Rule Chain creation 
  • Rule Chain List view 
  • Rule Settings 
  • Rule Scheduling from List view
  • Trigger Rule Chain via an S3 ingest
This feature will be available in the customer orgs from July 08, 2021.

Additional References:

Enhancements

Customer Success (CS)

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.

Adoption Explorer

 Click here to expand for more information on Adoption Explorer

Adoption Explorer (AE) helps manage your customer’s usage data in the Gainsight environment, and 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 re-imagined visualizations to surface deep insights.

Customer’s usage data at Company and/or Person level can be stored with their entitlements on a daily and weekly level. Using the ingested data, admins can define new derived fields without the need of Rules Engine. 

Define Date Range for Data Ingestion from S3

Admins can now define the number of days of usage data (including current date) that must be re-ingested from S3 to the Adoption Explorer objects. This setting allows data ingestion for Date (T) while upserting data for the prior (T-n) days as part of scheduling.

To use this feature, navigate to the Objects tab and specify the Last N Days of Data value in the Source configuration page. 

Example Business Use Case: Your product’s usage data stored in the S3 bucket for the given day could have updates after a day or two based on various parameters/insights. You can upsert all the data for prior days by configuring this parameter.

For more information, refer to the Amazon S3 section of the Configure Adoption Explorer Objects article.

Archive_Last_NDays.png

Horizonization of Adoption Explorer Usage Sections

Gainsight has improved the look and feel of the Adoption Explorer usage sections powered by the Horizon Design System, and also made the widget options easily accessible. Admins and CSMs can select and apply the new theme for the widgets.

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 Rules Engine. Scorecards provide you with the flexibility of using numbers, letters, or colors as grading schemes.
Create Company and Relationship Scorecards with the same Name

Gainsight has changed the naming convention for scorecard fact objects to differentiate between Company and Relationship scorecards and to give users more flexibility when naming them. Users can now create a Company scorecard with the same name as a Relationship scorecard and vice versa.

For more information on creating scorecards, refer to the Create Scorecards 2.0 article.

Success Snapshots 2.0

Click here to expand for more information on Success Snapshots

Success Snapshots 2.0 enables admins to generate Powerpoint presentations with customer data and graphs from Gainsight, using your own customized presentation  (business review deck) uploaded to the Success Snapshot repository, and help CSMs run their customer meetings (such as EBRs and QBRs). Once a Success Snapshot template is created and saved, CSMs will be able to export them from C360 and R360 pages respectively.

Check out the Admin and End User courses to see how Success Snapshots can save your team time creating presentations with customer data from Gainsight!
Horizon Image.png Simplified Elements Configuration

The Elements modification/configuration in Success Snapshots is now simplified. Admins can Move, Resize, and Delete the required element (Text, Image, and Report) in any slide with ease. This eliminates the dependency on the parent slide to make these changes.

Example Business Use Case: An admin wants to resize and reposition the element instantly while configuring the Snapshot.

Horizon Image.png View and Honor Font and Font Size of Imported Slide

Success Snapshot now displays the Font and Font Size of the slide that you import, and also honors them when admins select the Default option from the Font and Font Size drop-down list. This is applicable only for the new snapshots.

Horizon Image.png Information Icons in Editor Section

 Admins can now view the information of all the fields available in the Editor section (Text and Report) by hovering on the Information icon. This helps admins to select the correct fields while configuring the snapshot.

SS RN.jpeg

Customer Experience (CX)

Gainsight CX is a customer experience management solution that combines surveys, journey orchestration, and analytics to help businesses provide a best-in-class experience to their customers.

CX Center

Click here to expand for more information on CX Center

Customer Experience Center makes it easier for users to collect and analyze textual feedback/ response data from sources like Surveys and Timeline. Once the data is collected, the CX Center automatically provides advanced analytics, including sentiment assessment, to help improve your customer experience, predict market trends, identify potential churn, and recommend necessary steps to increase product usability. 

IMPORTANT: Customer Experience Center is available as a paid add-on to our Customer Success platform. For more information on how to license this feature, contact your Gainsight account manager.
CX Center Sentiment Data for Rules and Reporting

Admins can now build reports to analyze the sentiment data and configure rules on the newly added CX Center System Objects. The following are the three objects added to the CX Center > Matrix Data Architecture:

  • CX Center System Keyword Analytics
  • CX Center Text Analytics
  • CX Center Topic Analytics

Revenue Optimization (RO)

Gainsight RO provides the tools to optimize revenue within your customer base, enabling your team with the insights and workflows needed to take a more programmatic approach to renewal and expansion opportunities.

Company Intelligence

Click here to expand for more information on Company Intelligence
Company Intelligence (CI) alerts users to external business events for their accounts and provides them the capability to act when necessary. 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 Usage Data in Reporting and Dashboards

Admins can now access the Company Intelligence usage data to create Reports, Dashboards, and define Rules to take actions using the following Company Intelligence objects:

  • Company Intelligence Actions
  • Company Intelligence Configuration
  • Company Intelligence Configuration History
  • Company Intelligence Mapping
  • Company Intelligence News Posts
  • Company Intelligence Platforms

IMPORTANT: Reporting on Company Intelligence data is available for all customers, irrespective of whether they are using old reporting or new reporting (Horizon Analytics).

Example Business Use Cases:

  • Admin wants to understand the overall usage of the Company Intelligence.
  • Admin wants to filter the Company Intelligence posts by signals and time period.
  • Admin wants to identify the number of Timeline entries and CTAs created during a specific time period.

For more information on how admins create reports and dashboard layouts, refer to the Company Intelligence Usage Data in Reporting and Dashboards article.

Note: By default, Gainsight provides six out-of-the-box reports and one dashboard layout for the customers who have onboarded to Horizon Analytics. Admins can edit these predefined reports/dashboards and save them as custom reports/dashboards. You can also delete these predefined reports.

Components Introduced and Modified in 6.26 Release

Gainsight has modified the following page in this release:

  • Rules.page

Permission Sets Added/Updated in 6.26 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 added or updated: 

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

Additional Resources

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