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Gainsight Inc.

Release Notes Version 6.5 August 2019

Note: For information about new functionality or fixes delivered as patch releases of version 6.5, refer to the CS Patch Release Notes: Version 6.5.X series article. 

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Announcements

Knowledge Center

  • Gainsight is introducing a new Knowledge Center Bot later this week. You can use this bot to view getting started materials, including engagements, links to articles and release notes, and more. The bot also provides access to our product documentation site, and offers two tabs:
    • Knowledge Base Tab: On this tab, you can search for any topic and preview our product documentation. You can scroll to the bottom and click Know more to view the article directly on the support.gainsight.com.
    • Onboarding Tab: On this tab, you can view announcements about new features introduced in Gainsight.

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New Features

Enablement Engine

Please note that Enablement Engine is available as an add-on to our Customer Success platform. For more information on how to license it, please contact your Gainsight account manager.

Gainsight Enablement Engine helps you supercharge your CSM team by streamlining onboarding, reinforcing trainings, and boosting productivity. 
You can use Enablement Engine to: 

  • Analyze Gainsight CS feature usage to quickly and easily see what your CSMs are doing 
  • Launch personalized in-product engagements based on each CSMs behavior to onboard new CSMs systematically and, drive adoption of new team processes and Gainsight CS. 

For more information, check our detailed <Enablement Engine documentation (TBA)>.

Renewal Center

Please note that Renewal Center is available as an add-on to our Customer Success platform. For more information on how to license it, please contact your Gainsight account manager.

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. 

Renewal Center imports data from the Salesforce Opportunity object. An admin can then configure the field mappings and other parameters. Based on these configurations, end users can view the Renewal Center page as shown below. The fields may vary based on the configurations set by your administrator. 

Note: To use Renewal Center, your Opportunity data must reside in Salesforce Opportunity object. You must use Gainsight Salesforce Connector to import this data into Gainsight.

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Enhancements

Adoption Explorer

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.

  1. Introducing Analytics with Gainsight Milestones Usage Section: A new usage section called Analytics with Gainsight Milestones is introduced in the Usage Section Type dropdown list. 

    In this usage section, all the Gainsight milestones created for the selected Company and the selected Date Range are overlaid with the configured usage data trend, which allows CSMs to derive more insights and make faster business decisions. For instance, a CSM has created a Gainsight milestone called Onboarding, and may want to check the usage adoption trends before and after the Milestone. To achieve this use case, admins must first create Analytics with Gainsight Milestones usage section and add the required fields to it, and then enable this usage section on C360 page for the CSMs to view.

    Note: Analytics with Gainsight Milestones usage sections can only be built on Time Series data sources.

    Additional Resources:

To use this enhancement: 

  1. Navigate to Administration > Adoption Explorer > Admin. Hover on the required project and click the Layouts icon.
  2. Select the required layout in which you want to add the Usage Section.
  3. In the Layout Detail view, click + at the bottom right corner of the page.
  4. Click the Add New Usage Section button.
  5. Select Analytics with Gainsight Milestones from the Usage Section Type dropdown list.
  6. Select the required source from the Data Sources dropdown list.
  7. Add the required fields to the Show Fields section.
  8. Click Show Preview.

Usage 1.gif

  1. Select the required Company, Instance and Date Range, and click Preview.

The following image displays how the Gainsight Milestones are overlaid with the usage data trends.

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  1. Introducing Weekly Snapshot: Weekly Snapshot provides an easy way to snapshot information of Company / Person data every week in the most simplistic way so that you can track the trend of this data week over week easily. The fields that are tracked for weekly snapshot are snapshotted on a weekly basis and are stored in the Company/Person Weekly Timeseries objects. Using these snapshot fields, you can build usage sections, and then add the layout to the C360 page for the CSMs to derive more insights.

    Note: Admins can track the required fields from Gainsight’s Company/Person objects and Adoption Explorer’s Company/Person Usage Info objects.

    To use this enhancement:

    • Navigate to Administration > Adoption Explorer > Admin. Hover on the required project and click the Objects icon.
    • Click Snapshot on the Company/Person Weekly Timeseries objects.
    • Select the fields you wish to track from the Company/Person Object and/or Company Usage Info/Person Usage Info objects.
      Notes:
  • Company/Person Object here means the Gainsight’s Company/Person Object.
  • Fields that are tracked for weekly snapshotted on a weekly basis and are stored in the Company/Person Weekly Timeseries objects.

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After selecting the required fields, a week after this configuration, you can see the tracked fields while creating usage sections, provided a scheduled RUN has already happened.

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Additional Resources:

  1. Creating Lookups from Adoption Explorer to Gainsight Standard/Custom Objects: Adoption Explorer is now enhanced with a new feature called Lookup, which allows admins to create lookups from the ingested fields in the Adoption Explorer projects to the fields on the Gainsight standard/custom objects.

    Once the lookup is setup, when you build reports on this project from Report Builder, you can see the fields from the lookup object (Gainsight standard/custom).

    Use Case: For instance, you may want to create a report on an Adoption Explorer project that includes the Feature Name and Feature ID fields. But, the Feature ID field is available in the Adoption Explorer project and Feature Name field is available in the Gainsight’s custom object. To achieve this business use case, Lookup in Adoption Explorer project helps create a lookup from Adoption Explorer project to Gainsight’s custom/standard object. With this configuration, while building reports on this project, you can now see the Feature Name field in the custom lookup object.

    To use this enhancement:

    1. Navigate to Administration > Adoption Explorer > Admin. Hover on the required project and click the Objects icon.
    2. Click Fields on the required object.
    3. Click Lookup on the required field.
    4. Select the required object from the Objects dropdown list.
    5. Select the required field from the Select Field dropdown list.
    6. Click SAVE

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This creates a lookup between the Adoption Explorer project and selected Gainsight object. And, while building reports on this Adoption Explorer project, you can see the fields in the custom lookup object as well.

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  1. Introducing Toggle Weekends option in Usage Section: Toggle Weekends feature in the Usage Section allows the users to include or exclude the weekend usage information to calculate metrics. For instance, if you want to see the calculated metrics for “Total Exits by Date”, and you may want the report to include the weekend data as well, then turn ON the Toggle Weekends button. 

    To use this enhancement:

    1. Navigate to Administration > Adoption Explorer > Admin. Hover on the required project and click the Layouts icon.
    2. Select the required layout. Create a Usage Section (or) You will see the existing usage sections, if you have already created some.
    3. Click Options on the required usage section.
    4. Switch ON the Toggle Weekends button, if you want to include the weekend data.

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Report Builder

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.

  1. community.pngAbility to view Gainsight Custom Object and Custom Field descriptions: While building reports, you can now view the description of the Gainsight Custom Objects and Custom Fields when hovered.

    Note: To view the descriptions, ensure that you have already described the Objects and Fields in the Data Management page.

    For instance, you are a Data Management Admin and you have described the Objects and Fields in the Data Management page, so while building reports, your Reporting Admins can view the description of the Objects and Fields if they are not familiar with the usage of correct data models for product analytics.

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  1. community.pngAbility to filter data in a report by Other User: Gainsight introduces Other User filter on any Gainsight User field (Ex: Company > CSM) while creating a Report on the Gainsight objects. You can now apply this filter on the Reports and Dashboards. Previously, you have Current User and All Users options in this filter which is now enhanced to include Other User.

    For instance, you are a CSM Manager and you may want to see the timeline meetings attended by your team member, to achieve this use case, you can use the Other User option to filter the data in the report.

    Prerequisite: Ensure that there is a Gainsight User field in the current object (on which you are creating a report) having lookup and mapping to Gainsight User Object. For more information on this configuration, refer to User Mapping.

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Cockpit

Cockpit is the day-to-day workspace for CSMs. As a turbo-charged “to-do list” that integrates with the rest of your system, it turns customer insights into tangible action items for your team. Calls-to-action, or CTAs, are tied to customers and are the backbone of Cockpit. CTAs can be created manually, but more often are triggered by business rules that analyze usage data. For each CTA that appears in the CSM's Cockpit, a prescribed playbook of best practice tasks can help guide the CSM through the right steps.

  1. Default Mapping of Reports and Surveys in Ad-hoc email and Playbook: Previously, if an admin wants a CSM to send an email that has a defined value in Reports and Surveys, admin has to first configure an email template with dynamic tokens in it, and then define the values for those Reports and Surveys in the Playbook. But, with this enhancement, CSMs while sending emails from Cockpit via Send Email (Ad-hoc)/Playbook can now see the Reports and Surveys tokens are automatically mapped with the values, if the selected email template has a default mapping.

    The following image shows the Default Values displayed for Surveys and Reports, when CSMs choose to send email via Send Email option.

    For information on how to configure Default Mapping in Email Templates, refer Configure Email Templates article.

    The following image shows the Default Values displayed for Surveys and Reports, when CSMs choose to send email via Send Email option.

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The following image shows the Default Values displayed for Surveys and Reports, when CSMs choose to send email using Playbook.

Playbook Reprts and Surveys1.gif

  1. Edit Default Mapped Fields in Emails Sent from Cockpit: With this enhancement, CSMs while sending emails from Cockpit via Send Email (Ad-hoc email)/Playbook can now edit the value of the Default Mapped fields, for reports and surveys, if the selected email template has a default mapping.

    Use Case: For instance, if an admin configures an email template with a default mapping on a field such as First Name, and while sending email from Cockpit the CSM wants to replace First Name with Name, they can just edit the default mapped field.

    For information on how to configure Default Mapping in Email Templates, refer Configure Email Templates article.

    Prerequisite: Admins must first enable the Edit default token mapping in cockpit toggle button, to allow CSMs to edit the default mapped fields.

    To enable Edit default token mapping in cockpit button:

    1. Navigate to Administration > Communication > Email Configuration.
    2. Go to the Compliance page.
    3. Enable the Edit default token mapping in cockpit toggle button.

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The following image shows the Edit Default Mapped fields capability when CSMs choose to send email via Send Email option.

 

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The following image shows the Edit Default Mapped fields capability when CSMs choose to send email using Playbook.

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Gainsight Data Management 

Gainsight Data Management offers you the flexibility and full control over your object structure, schema and data within Gainsight. Create and edit all aspects of your data design through an administrative interface to continually develop your Gainsight schema with your evolving business.

  1. Support for Who ID in Object Graph: Object Graph provides a graphical representation of an object and how they are connected to each other. A Who ID data type field can dynamically join a standard object or custom object to the Person object, to uniquely identify a Person from the associated custom or standard object. To learn more about Object Graph or Who ID, refer to the Gainsight Data Management article.

    Previously, the Object Graph did not display the associated objects that are connected through the Who ID data type fields. As a result, you could not view them on the Object Graph of the Person object.

    Now, Object Graph of the Person object displays the dependent objects connected with Who ID data type fields. This enhancement helps admins to assess the impact that the lookup object (connected with Who ID field) will have, when the respective record from the person object is deleted. 

    To see this enhancement:

    1. Navigate to Administration > Operations > Data Management.   
    2. Select the Person Object. 
    3. From the left pane, click Object Graph. You can now view the Objects with Who ID fields, displayed as dependent object on the Person object.

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  1. community.pngAbility to Delete Person Records from Data Operation page: The Person object in Gainsight stores various facets of people associated with your Company.  Previously, CSMs could only remove the association of a Person with a Company or a Relationship from the C360 or R360 page respectively, but could not delete the Person record., Admins can now delete records in the Person, Company Person, Relationship Person objects from the Data Operation page, which is helpful, for example if you have duplicate records. 

    When you delete a Person record: 

  • The Person’s association is removed from all Company and Relationships. 
  • The Person record is deleted from Sponsor Tracking, if associated.
  • In Timeline, the Person record is removed from the External Attendees field of an Activity, if included. 
  • In Surveys 2.0, the Person ID field is nullified from all of the survey responses, which were responded by the deleted Person. However, the other fields of the survey responses are retained.  
  • In JO, the Participant State field is set to KNOCKED_OFF state, if the Program is in Draft state. The Participant State field is set to DROP, if the Program is in Active state. 
  • The Person record is deleted from the CTA detail view, if associated.

To delete a person record: 

  1. Navigate to Administration > Operations > Data Operations. For more information about Data Operations, refer to the Data Operation article.
  2. From the Select object field, select either the Person, Company Person, or Relationship Person object.
  3. Select the check box for the Person record(s) to be deleted.
    Note: You can also select the Person records by applying a filter criteria.
  4. Click the delete icon.

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  1. Ability to Select Delete behaviour for Who ID Data type fields: A field of data type Who ID in a standard or custom object can dynamically join to the Person or User Object, to uniquely identify a Person from the associated custom or standard object.

    You can now view a drop-down menu called On Delete, while configuring a field of Who ID Data Type. The selected option determines the action performed on the dependent record in the current object, when its corresponding lookup record (from Person or User object) is deleted. 

    The On Delete drop-down menu has three options:

  • Delete: When the lookup record is deleted, the corresponding record in the current object is deleted.
  • Set Null: When the lookup record is deleted, the corresponding value in the current field (Who ID type) is Set to Null.
  • None: When the lookup record is deleted, no action will be taken in the current object.

To learn more about the On Delete functionality, refer to the Data Management article.

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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 customize Survey theme: Survey 2.0 Properties page is enhanced to provide a better Admin experience by making functional and UI changes that make it easier to customize the Survey. Following are the major enhancements in the Survey Properties page:
  • Visual Experience in the Additional Configuration section is now separated as new Theme section with enhanced capabilities.
  • A new option named Buttons is introduced in the theme section.
  • Admins can now configure the survey’s visual appearance by configuring the following settings in the Theme options:
    • Logo
    • Logo position
    • Fonts
    • Font size
    • Font color
    • Opacity
    • Styling
    • Alignment
    • Add Image
    • Image position
    • Watermark
    • Watermark position
    • Hide Gainsight Logo in the Footer
    • Character spacing
    • Shape of the Buttons (Submit, Save and Next)

Important:

  • The version 01 theme of existing 2.0 Surveys is still honored. Version 02 theme can be applied only if the admin decides to upgrade.
  • The version 02 theme will apply to migrated 1.0 to 2.0 surveys.

For more information on how to configure the Visual appearance, refer to Survey 2.0 Properties.

Survey Theme.gif

  1. community.pngAbility to use tokens in Survey Questions: You can now add tokenized fields within survey questions. Tokens are placeholder fields derived from the Survey Participant object such as attributes from Company, Company Person, Relationship, Relationship Person and Associated Object (CSAT case). This enhancement reduces the number of redundant surveys customers previously had to create in order to personalize survey questions.

    Limitation: Tokenized questions are only available for non-anonymous surveys in order to accurately populate the token field with correct data.

    For more information on how to configure question tokens, refer to Survey 2.0 Design.

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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.

  1. community.pngAbility to Export Program Participant List: Previously, there was no option for admins to download or export the list of participants in a Program. With this release, admins can now export the list of participants either by downloading the CSV file or as an attachment to email based on the report read limit. This helps an Admin, for example, who wants to download a list of failed participants and re-upload them as a participant source. 

    This functionality is applicable for the following participants grids in tabular formats:
  • Program analytics
  • Snapshot view
  • Participant list view
  • Failed Participants
  • Summary View
  • Participant Activity

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Note: The export option is disabled if the participants grids has zero records.

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If any filters are applied to the participant grid or inline search is performed, only those list of participants applicable for the applied filters are download or exported based on the report read limit for that tenant.

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Similarly, the columns which are selected to display in the grid are download or exported based on the report read limit for that tenant.

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  1. Person Delete Impact in JO: With this release, when a Person record is deleted, the Participant State field is set to KNOCKED_OFF if the Program is in Draft state and it is set to DROP if the Program is in Active state. The Failure Reasons field displays a message called Person record deleted. This is applicable for person id entries in JO tables, participants who are part of active or paused program, and also applicable for the Survey Participants and AO Participant records if the JO sent a survey to a person.
  2. Ability to Edit Default Survey/Report Mapping Tokens in JO: Admins can now add the default mappings for Surveys and Reports in the Email Templates while inserting a Survey Link/Button or Report in the email template or they can even use the Edit option for the existing templates, to insert the default mappings.

    However, the default Survey/Report mapping configured in Email templates will only reflect in `Email-Assist` module. The configured mappings will not have any effect on Programs/Outreaches.

    Note: This enhancement is only applicable for enabled tenants.

Default Mapping111.gif

Note: Tabular reports are not supported in the default report token mappings.

Default Mapping.gif

  1. Survey Response Delete Impact in JO of a Participant: When a Survey response is deleted, relevant JO entries are deleted and the participants are dropped from the journey in order to ensure accurate Survey and Program Analytics statistics. It also removes participants from the participant grid view, participant activities, email logs, email events, and mapping of CTA to that participant. This not only affects the participants of an Active program, but also affects Paused programs.
  2. Ability to send Escalation Emails with Survey link or Survey Button through Buttons: Users can now send escalation emails through programs with functioning Survey Links or Buttons in the templates of the escalation mails.

    Use Case: For instance, assume that admins want to send an escalation mail regarding the deadline for participating in a Survey. Earlier, they could only send an escalation mail without the survey link, and it was difficult for the users to find the link for the survey to be completed. However, by allowing survey links in the Escalation mail templates, admins can now send the escalation mails along with the survey links.

Escalation Email.gif

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.

  1. Introducing ‘Load to People’ Action type: Admins can use the new Load to People action type to load data to the Person, Company Person or Relationship Person objects. 

    By introducing this Action Type, the Load to Company Person and Load to Relationship Person action types are deprecated. If you have created any rules with these action types, the rule will continue to run. However, you cannot create any new rules with these action types.  

    Business Use case: Previously, to load data to the Company Person and Relationship Person objects, you had to create two actions for each object. You can now create a single action, which loads People data to both the objects at the same time.

    Key Configurations: 

  • The Load to People Action type consists of three sections; Person, Company Person, and Relationship Person. You can choose the object to which you want to load data. Data must be loaded in the following order; Person object, Company Person object, Relationship Person object.
  • While loading data to the Person object, it is mandatory to map the Email field. You can also add derived mappings, if required.
  • While loading data to the Company Person object, it is mandatory to map the Company Id field. You can perform this mapping by using the derived mappings.
  • While loading data to the Relationship Person object, it is mandatory to map the Relationship Id field. You can perform this mapping by using the derived mappings.

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For a detailed step by step instructions on how to setup Dataset for this rule, and then setup this action, refer to the Load to Person Model using Rules Engine Action Type 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. 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. Ability to add Comments in Timeline Activities: Users can now add comments in their own activities or other user’s activities. A new comments icon is introduced in the Activity list view which displays the number of comments recorded for an activity. You can click this icon to view the comments.

SFDC 6.5 Activity Timeline Comments.png

Business use case: A user who does not own an activity, can have a lot of queries regarding the activity. Previously, all these queries had to be resolved through email channels or other communication methods. With the ability to comment in Timeline activities, users can now record their queries or any clarifications about an activity as a comment. The Activity owner can respond to the queries. Any other user who has the same query can also quickly resolve their query by looking at the history of comments. 

  1. View Comments: By default, the Activity detail view displays the first three most recent comments. To view all the comments, click View All Comments
    To view comments:
    1. Navigate to Timeline
    2. Click the Comments icon or expand an Activity and scroll down to the comments section.

SFDC 6.5 Activity Timeline View All Comments.gif

  1. Add Comments: Users can comment on the activities they own or on the Activities owned by other users. The comment box is equipped with all the text formatting options. Users can also tag users in your comments. The tagged users and the activity owners receive an email notification. To tag users in comments, type @ followed by the first few letters of the first name of the intended user, and select a name from the suggestions. Users can tag a maximum of 10 users in a single comment. If the required user name is not displayed, the user may not have been added through the user Management page. You can add Comments by expanding and activity and navigating to Comments section. Comments can have a maximum of 4000 characters.

    Note: The comments feature is not available within the mobile app. 

    To add Comments:

    1. Expand the required Activity.
    2. Enter the Comments in the Comments section. You can also click View All Comments and enter your Comments.

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  1. Edit and Delete Comments: Users can edit and delete only the comments they authored. To edit or delete comments, perform the following steps:

    1. Hover over the comment you wish to edit or delete. This displays the edit and delete icons.
    2. Click the edit icon to modify the text of the comment.
    3. Click CANCEL to undo any edits you’ve made, or click SAVE to preserve these edits.
    4. Click the delete icon to remove the comment. This displays a message confirming if you want to delete the comment.
    5. Click YES to complete the deletion. Click NO to cancel the deletion.

SFDC 6.5 edit delete timeline comments.gif

  1. Enhancements to the Subject Line of Email Notifications: Now, when users are tagged in a Timeline activity, they’ll receive an Email notification with the name of the activity in the subject line of the email notification. The new format is as follows:

    <Activity owner> mentioned you in an Activity (activity subject line)

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  1. Ability to remove Person record from External Attendees. Admins can now delete person records in Gainsight. Refer to the Person enhancement in People Management for more details.

    If you delete a Person record which was included in the External Attendees field of an Activity, the record is automatically deleted from the External Attendees field as well.

Components Introduced and Modified in 6.5 Release 

In this release, Gainsight has not introduced any new components.

Permission Sets Added/Updated in 6.5 Release

In this release, Gainsight has not added or updated any Permission sets.

Issues Addressed

Report Builder

  • Area Graph displaying incorrect percentages: Previously, Area graph displayed 100% despite the values actually not 100%. This issue is resolved now, and the percentage values are shown correctly.

  • Chart Legend disappears when a report has single visualization: You can see the Chart Legends, when multiple values are grouped by, but when a single value is filtered out, the legend disappears. This issue is fixed now. 

  • Sorting Columns on Drill-down throws error: In report builder, if you try sorting a field in the drill down report, the system throws an error. This issue is fixed now. 

  • Summarized by isn't working on MDA/SFDC objects with field name as "Date": In Report Builder, when you summarize by Week/Month/Year on MDA/SFDC objects with a field name as “Date”, the system throws an error. This issue is resolved now.

  • SFDC Reports not honoring Date Filter “Current and Next 3 Financial Quarters”: Previously, when you report on SFDC Objects, the date filter “Current and Next 3 FQs” didn’t honor correctly. This issue is fixed now.

  • Removing a Filter Condition doesn’t work correctly, when a visualization is changed: Changing the visualization of a report from Line to Table, all the records are loaded, and assume that you have applied a filter with any record, all the corresponding records are loaded. But, when you change the visualization back to Line, and remove the filter record, you will not see all the records are being loaded. This issue is resolved now.

  • Heat Map Y-axis data point displays incorrect order: Previously, in Heat Map visualizations, the Y-axis displayed the incorrect data points order. This issue is now resolved.

  • Server side sorting is not working in few Drill-down Reports: Previously, the server side sorting didn’t work for few drill-down reports. This issue is now resolved.

  • NPS Survey Response doesn’t show data in reports: Reporting on NPS Survey Response doesn’t show data, when you add a Score Type field to the report. This issue is now resolved, and you can now include the Score Type field to the reports.

  • Report Widget displays wrong decimal value for Currency field: The Widget Reports displayed incorrect decimal values for currency field. For example, if the sum of ARR is $60000, the widget displayed $60.00 K even after setting the decimal places to “0”. This issue is resolved now.

  • Company Name in Scorecard Mass Edit Report redirects to incorrect URL: In Scorecard Mass Edit report, clicking the Company Name hyperlink redirects to the incorrect URL. This issue is now resolved.

  • Sorting is incorrect when Date Summarized by Quarter and Row Group enabled: Sorting in reports is not in correct order, when date is summarized by quarter and row group is enabled. This issue is now resolved.

  • Reports built on Gainsight objects displayed two nearly-identical colors in a stacked column: When you build a report on Gainsight objects, stacked column displayed two identical colors. This issue is now resolved, and you can view the reports in stacked column as expected.

  • Unable to filter name of the AO Participant for the reports that built on Salesforce objects: Previously, you couldn’t filter the AO participant name with Starts or Contains operator, for the reports built on Salesforce objects. This issue is now resolved.

  • Unable to display Relationship/Account Name and Contact Name data in the reports built on the Email Logs object: Previously, when you try building reports on Email Logs object, the reports didn’t display the Relationship/Account Name and Contact Name data, even after adding the respective fields to the report. This issue is now resolved.

  • Global filters are not displayed on the Dashboard Builder page: Previously, the dashboards didn’t display the Global filters, even after configuring the filters. This issue is now resolved and users can view the Global filters as expected.

  • Report displays an error when pivot is applied: When you apply a pivot on the report and try executing it, an error named ‘Error occurred while fetching data from external service’ occurred. This issue is now fixed, and the pivot works as expected.

  • Unable to filter data on the Salesforce fields if it contains “backslash (/)” : When you build a report on the Salesforce fields and try applying a filter on it, the data is not filtered if a record contains “/”. This issue is now fixed and you can filter the data even if it contains “backslash (/)”.

  • Reports created on Custom Objects are not visible in the Dashboard Builder: Previously, after building a report on Custom Object, and try adding it to a Dashboard, you couldn’t see the report in the Dashboard Builder page. This issue is now fixed, and you can view the reports built on Custom Objects in the Dashboard Builder page as expected.

  • Unable to share Dashboard when the login user’s name has an Apostrophe: If the login user has an Apostrophe in their name, users couldn’t share the dashboard, and a blank pop-up was displayed instead. This issue is now fixed.

  • Unable to sort report on lookup fields: Previously, you couldn’t sort a report that has lookup fields in it, provided when the records are more than 1000. This issue is now resolved.

  • Unable to build reports on Email Logs object when Relationship Name field is added to Show me: Previously, when you try building reports on Email Logs object and add Relationship Name field to Show me, an error occurred. This issue is now resolved, and you can now build reports on Email Logs as per your requirement.

Export Services

  • Export as CSV didn’t honor additional filters from Gainsight Home page: Previously, when you export as SFDC report as CSV from Gainsight Home, the report didn’t honor the additional filters applied. This issue is now resolved.

Gainsight Data Management

  • Record count mismatch between Reporting and Data Management: The record count on an object retrieved from Report Builder and Data Management > Delete functionality was not the same if you apply filter on any Datetime field. This issue is now resolved and Reporting functionality is working as expected. 
     
  •  Too many nested Concat functions causes Timeout error in Data Management: If you had multiple level Concat function while creating formula fields from Data Management, Timeout error is displayed in the Data section of a Gainsight object from the Data Management page. Gainsight now limits the Concat function upto 2 levels to resolve this issue.

Scorecard

  • Measure Comments are not displayed after updating the score for the first time: Previously, when you logged a comment and updated the Scorecard for the first time, the comment was not displayed after the updation. This issue is now resolved and you can now view comments even after updating the score for the first time.

  • Scorecard Comments moved to next line after using tokens: Previously, when you added tokens to comments (in Scorecard list view), comment text after the token was automatically moved to the next line. This issue is now resolved and you can now view comments on the same line even after using tokens.

  • Unable to navigate to C360 page from Scorecard Mass Edit report: Previously, when you added the Company object’s Name field to the Scorecard mass edit report and clicked the hyperlinked name from the report, you were not redirected to the C360 page of the Company. This issue is now resolved and you are now redirected to the respective C360 page of the Company.

Journey Orchestrator

  • Participants are moved to Failed list if Survey Responded Date is used as a Token in any step under the Survey model Program: Previously, If the user uses the Survey Responded Date field as a token in any step under the Survey model Program, once the program is Published, participants are moved into Failed Participants list with the “Token value is empty for Survey Responded Date” message. This issue is now resolved.

  • Unable to display Account Object fields from the Parent Object while mapping for the Reports in Email Template: Previously, in email template, User IDs are only displayed from the parent object while mapping for the Reports. For example, if user builds report on Customer Info then only the User ID fields from Customer Info are applied in the filter but not from Account object. This issue is now resolved and ‘Userlookup’ field from the Account object is also displayed.

  • Unsubscribe Email footer Message is displayed on top of Mail when email is sent to Apple devices: Previously, there is a UI issue that Unsubscribe Email option is coming on the top of the mail content when the email is sent to Apple devices. This UI issue is now resolved and the Unsubscribe Email footer is displayed at the bottom of the mail without any unwanted spaces when the email is sent to apple devices.

Surveys

  • Unable to open Survey Pages in Internet Explorer 11: Previously, when you open the Survey Pages in the Internet Explorer 11 browser, the Survey Pages didn’t open. This issue is now fixed.
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