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Gainsight Inc.

Release Notes Version 6.32 May 2022

Gainsight Release Notes Version 6.32 contains the following subsections:

  1. Announcements: section describes important changes to the application that are implemented now or will be in the near future.
  2. Enhancements (per module): improvements made in the existing product capabilities.

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.
  • The GIFs in this document are 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.
  • Auto.png :  This symbol indicates that an enhancement is auto-updated. CSMs/Admins can view the features/enhancements without any manual effort.
  • manual.png : This symbol indicates that an enhancement can be viewed only after the admin configures it in the product and makes it available for the end-users/CSMs.

Announcements

CSQL

Customer Success Qualified Leads

Gainsight introduces the CSQL feature to help you unlock a new pipeline source, expand your portfolio and showcase how Customer Success can be a growth engine for your business with Customer Success Qualified Leads.

WHY CSQLs:

  • Purpose-built lead creation for CSMs
  • Enriched leads with CS insights
  • Ability to deliver leads to Sales easily
  • Ability to showcase CS leads and impact to revenue

Scorecards

IMPORTANT: Gainsight will automatically enable the new group weights system in the Scorecard configuration for all tenants with the October 2022 release.
manual.png Exception in Group Weights System

Gainsight Admins have an option to toggle between the old group weights system and the new group weights system. This option is available until the October release. For more information, refer to the Group Weights and Exceptions article.

IMPORTANT: Gainsight will be deprecating Scorecard 1.0 Rules with the July 2022 release.
Auto.png Deprecating Scorecard 1.0 Rules

Gainsight will be deprecating Scorecard 1.0 Rules with the July release. Customers using these rules to populate SFDC tables, reports and scorecards need to rewrite them using the Scorecard 2.0 rules.

Note: Scorecard 1.0 was deprecated from the Gainsight user interface in May 2021.

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 surfaces 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 a Rules Engine.
Auto.png Simplify Add Sources in AE Object Configuration

Gainsight has now redesigned the Source and Field configuration for Adoption Explorer powered by Gainsight Horizon Experience. The Horizon Experience simplifies the product and improves customer experience. With this enhancement, Gainsight aims to make the admins more productive by:

  • Reducing complexity and simplifying navigation experience, through a clear step by step process to ingest usage data from sources, select the necessary fields, and perform any type of validations and data preparation.
  • Adding capability to prepare data before loading to Adoption Explorer objects.

IMPORTANT: With this enhancement,  all the existing Adoption Explorer feature related articles on the docs support site are heavily impacted. Team is updating all the articles to implement the Horizon Experience changes. The updated articles will be available soon.

Horizon Analytics

Click here to expand for more information on Horizon Analytics
As a company, you have plenty of customer data available, but the meaningful insights on these may be hard to find. You may have many teams that touch a customer, but no means to coordinate their actions.
Gainsight accumulates and turns disparate customer data from multiple sources into a single source of truth. Review the Customer data-driven insights and deploy actions that drive business outcomes for your clients.
Gainsight’s Horizon Analytics [Reports and Dashboards] are the reporting tools that power your business intelligence. They comprise several features that allow you to make the most of your data to generate business insights for your organization.
Auto.png Expand all Row Grouped Records

Users can now expand or collapse all the row-grouped records at a time while viewing a report.  This helps to get an easy overview of the row-grouped data and eliminates the need to expand or collapse each record individually. To view the Expand All/Collapse All option, you need to click on the settings icon and turn ON the Expand All/Collapse All toggle button.

For more information on row grouping, refer to the Advanced Report Settings article.   

Expand All/Collapse All option.jpg

Auto.png Enhanced Gauge Reports

Users can now drill down and analyze data for all the gauge widgets in a report. Any changes made to one of the widgets reflect in all other gauge widgets in the report. For example, if new fields are added to one gauge widget, the same fields are also added to all other gauge widgets in the report.

For more information on creating Gauge Reports, refer to the How to Build Basic Reports article.

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 the Rules Engine. Scorecards provide you with the flexibility of using numbers, letters, or colors as grading schemes.
manual.png Horizon Image.png Introducing Scorecard Widgets to Separate Permissions for Scorecard Visualizations Tab

Gainsight is excited to announce the new Scorecard Widgets section that empowers admins and users to create Mass Edit and Habits type of Scorecard reports effortlessly. With this release, the Scorecard Widgets section is now available in Administration > Analytics. It makes the entire report creation experience more intuitive due to all reporting options available in one place.

Notes:

  • Admins can now provide access to only the Scorecard reports creation tab without giving access to the entire Scorecards admin section. This ensures that users do not have access to Scorecard configuration.
  • Admins can now select the Scorecard Widgets checkbox to make it available under the Analytics section by navigating to in Administration > Users and Permission > Permission bundles This enables the users who can create reports to also create Scorecard reports via Scorecards Widget.
  • The Visualization tab has now moved under the Analytics section and is renamed Scorecard Widgets.
manual.png Introducing Horizon Colors in Scorecards

Keeping in line with Gainsights’s commitment to Customer Success, Gainsight announces the launch of Horizon Colors in Scorecards. The Horizon Colors make the Scorecard experience more accessible and user-friendly. Admins need to click on the notification (Introducing Horizon Colors) on the top right corner and then click Enable Horizon Colors to update the old color palette for the end users.

IMPORTANT: Admins should note that the option to Enable Horizon Colors is available until the next major (July) release. If you do not enable this enhancement during this period, then the new Horizon Colors will be enabled automatically across all Scorecards after the July release.

The Horizon colors are visible in the Settings tab once admin enables it.

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Auto.png Horizon Image.png Show History for Scorecard in Customer 360

Users can now view the past 18 weeks' history of the overall scores for every Score and Measure, by navigating to Customer 360 > Scorecard. This helps CSMs to understand the Company's health journey.

Prior to this release, only the new score history is displayed and not the older scores. Different color codes help the users to distinguish between the historical scores and the current ones. Hovering over the bars in the Score History, users can easily identify the Score and when it was triggered.

Notes:

  • If there are no Scorecards available in the past, the bars will remain empty to show that there are no historical scores available.
    unnamed (2).png
  • In the summary section, history from older scorecards will only be available in the new Scorecard Widget that is available as part of the revamped 360. Please note that the revamped 360 is available only to the NXT customers.
  • If there is any Activity history available for the Scorecard, the Activity history of the older scorecards is now shown. The name of the Scorecard for which the activity was created is displayed. Click on each activity to expand and learn more about it.
  • The entire Activity history is available for manual Scorecards and 8 weeks of Activity history is available for automatic Scorecards as populated by Rules Engine.

Timeline

Click here to expand for more information on 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. You can share the updated 10-min. training on Timeline with your Gainsight end users!
Auto.png1._community_logo.png Integrate Timeline with Gong.io

Automatically log Gong meetings as Activities in Gainsight Timeline. The Activity captures critical meeting information such as meeting title, keywords, meeting recording, and attendee information. Once the integration settings are saved, meetings are synced to Timeline every four hours at fixed timings.

For more information on configuring the Gong integration, refer to the Configure Gong Integration Settings article. 

 

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.
Auto.png Introducing Impact Analyzer in CX Center
IMPORTANT: The enhancement will be available to all the customers on or before mid-May 2022.

Gainsight is excited to announce the Impact Analyzer, the latest feature powered by Artificial Intelligence and Horizon AI. This AI-packed feature from Gainsight, uses AI to help Customer Success teams connect customer insights to business impact. 

As part of Gainsight’s CX Center, Impact Analyzer uncovers how different drivers like scorecard measures or customer sentiment impact business goals like NPS® and renewals. Companies can then take these insights to identify which areas of their Customer Success strategy they need to focus on the most.

Impact Analyzer works by analyzing the survey responses, scorecards, and company attributes stored in the Gainsight company object. Our AI-based model identifies patterns in your data to bubble up your strengths and opportunities for the business KPI such as NPS.

For more information on how admins can configure the Outcome and Driver that derive the analysis for users, refer to the CX Center Overview article.

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Note: Impact Analyzer is available in the CX Center and will be auto-enabled. Admins are not required to perform any prerequisite actions to enable the feature.

Additional Resources:

Auto.png Enhanced Filters and Other Enhancements in CX Center Home Page
  • The view settings banner is now made sticky. It no longer goes into off state mode. This enhancement makes it easy for the users to switch and apply different settings.

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  • In the CX Center view page, when widgets do not have any data available in the current time frame, users now have the option to Switch to Previous Quarter to access data from the previous time frame.

clipboard_e25fce6d15815bd8ce3aba1fca89be246.png

  • All the CX Center users have the access to the Default View page that has pre-populated data available. The time frame is set as Current Half Year in the Default View > Edit Filters section. With this release the time frame is going to be set as Previous Half Year for Default View.

clipboard_eb09e81d49804656c0faf910439c7bc7c.png

Auto.png Horizon Image.png Improved Sites, Domains, and User Interface for Better Customer Experience

Gainsight has now redesigned Sites, Domains, and Pages powered by Gainsight Horizon Experience. The Horizon Experience simplifies the product and improves customer experience.

Note: There is no change in the functional areas due to this enhancement.

clipboard_ebbef7930201371cf2bc28e92233f1fb1.png

For more information, refer to the Set up a Gainsight Domain article.

Journey Orchestrator

Click here to expand for more information on 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.
Note: Admins are invited to join live instructor-led training on Journey Orchestrator every 6 weeks!
Horizon Image.png Introducing Simple Programs in Journey Orchestrator
IMPORTANT: This enhancement is part of Closed Beta which is available on request. Contact your Gainsight Administrator to get enrolled for this beta program.

With Gainsight’s Simple Programs, you can design single-step programs that guide your customers through email interactions to reach an enhanced outcome. You can configure these programs with a single participant source using either an email or a PX Engagement action step.

The Simple Program feature also offers pre-built, out-of-the-box analytics for  the emails sent to participants. When the status of a Simple Program is changed to Active only then the analytics are displayed.

For more information, refer to the following additional resources:

Horizon Image.png Survey Support in Simple Program

Admins can distribute Surveys via Simple Program and how admins can access the list of all the email templates available under the user’s account including the templates containing surveys while creating or configuring Email for any Simple Program.

LIMITATIONS:

  • The advanced options such as the welcome email, reminder emails, escalation, or post survey analysis, and CTA creation are not supported when a survey is distributed via Simple programs. These options are reserved for configuration via Advanced Programs only.
  • One Simple Program can have only one embedded survey.

For more information, refer to the Surveys Support in Simple Programs article.

Programs are now Advanced Programs

Programs have been renamed to Advanced Programs. The change in name does not affect functionality.

Before                                                                                                       Now                            unnamed.gif      unnamed (1).gif

Horizon Image.png Horizon Experience for the Program List Page

Gainsight now brings the Horizon Design System to the Program list page. With this new view, users can navigate to the nested program folders available alongside the list of programs. The list view also displays key program data, such as the Summary, Attributes, participant’s information, Snapshot, Analytics, and Execution History. For more information regarding the program list view, refer to the Program List View and Create New Program article.

Grouped Emails Support

Admins can now send messages to groups of participants who belong to the same company or relationship as part of a scheduled Program. Additionally, the contact limit for both the To and CC fields has been increased. After selecting Email as the Action and Operational Email as Template Type, an optional checkbox called Send as Group Email is displayed. 

clipboard_e3313a5f87078402e67876adedc46a9c7.png

For more information, refer to the Group Email Support in Simple Program article.

Note: Group email option is supported only for Operational Emails.

Surveys

Click here to expand for more information on 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 give admins the ability to design and distribute surveys in Gainsight without a dependency on sites or features.
Bulk Delete Support for External Survey Responses

Gainsight supports import of NPSⓇ and CSAT data (Survey Responses) from an external system into Gainsight, but there is always a chance of wrong files or wrong records being imported/loaded. Users could not undo the action as they do not have delete capability. Gainsight has now resolved this problem by enabling the  option to delete external survey responses in bulk after importing.

To delete external surveys in bulk:

  1. Navigate to Surveys > click the number listed in the Responses column. The Analyze tab > Survey Statistics page for the specific External Surveys appears and all the responses are listed here.
  2. Click Select all responses (#). All the responses available within the External Survey are selected.
    Note: The Select checkbox helps you to select the number of responses listed on the same page and not all the responses. Bulk delete support is not applicable to other types of Survey responses.
  3. Click Delete Responses.

Note: When a filter is selected, for example if any user wants to delete the responses for any external Survey associated with a specific Company Name, the Select all responses (#) button name changed to Select all that match (#)

unnamed (7).png

1._community_logo.png Other External Surveys Related Enhancements

In the Survey list page, when external surveys are loaded, there is no way to identify which surveys are External Surveys in the the list. This creates confusion in identifying the accurate number of External Surveys that are loaded into Gainsight. To resolve this problem, Gainsight has now made the External Surveys visible in the Survey List.

  • A new symbol unnamed (8).png is now added to the surveys which are external and loaded into Gainsight via Rules Engine.

    unnamed (9).png
  • Users can also filter the list of External Surveys by selecting External from the quick view dropdown menu.
    unnamed (10).png
  • Users can now view the analytics for external survey responses the way they view the regular surveys in Gainsight.

Note: For the External Survey Analytics, The Properties and Distribute tabs are not active.

LIMITATIONS:

  • In the Design tab, users can only view the survey questions that users loaded but cannot edit or delete them.
  • The Text Analytics functionality is not available if the external survey is a CSAT survey.

unnamed (12).png

Revenue Optimization (RO)

Gainsight’s 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.

People Management

Click here to expand for more information on People Management
Capture your contacts in an organizational chart to understand the roles and relationships of the people you do business with across your customer base. Explore the org chart to understand who influences whom within a company and know more about a person for deeper insights.
manual.png Restrict Adding Person from C360

Admins can now deselect the Allow Add Person checkbox to restrict the CSMs to add a person from the Person section of Customer 360

  1. Navigate to the People section > Configure Section > List View tab.
  2. Deselect the Allow Add Person checkbox, users cannot see the Add Person button.
Auto.png Mandating Resolution Key

Users cannot add a person unless they provide the Resolution key while adding a person. For example, in the Add Person dialog box,the Email field becomes a mandatory field if email has been set as a resolution key. Leaving the field blank will not let the users add the person.

IMPORTANT: Whenever users add a person from anywhere in the application, this rule is applicable. Without providing the mandatory information that is set as the resolution key, users cannot add a person.

clipboard_e04fa722e0d5ba1a5c494a7642ab3d3a7.png

Notes:

  • The fields chosen as resolution keys are available by default in the C/R 360 layout admin of the People section and they cannot be removed from the configuration in the Detail View whereas the functionality for the other fields remains the same.
  • If the admin decides to change the resolution keys in the Global People admin section, the same fields are populated in the C/R 360 layout admin of the People section.
Auto.png Person Now Called as People

In this release, Gainsight has replaced the term ‘Person’ with ‘People’ in the People Management feature. The naming convention has been changed to 'People' wherever the 'Person' section has a list of names and IDs in the feature. The term 'Person' is used wherever the term 'Person' refers to an individual record. For example, + PERSON (singular) but Person/People Maps section in Customer 360 > DETAIL view.

clipboard_e9021ba6c4b150220ec2af17e505aafa9.png

Admins select People in the 360 LAYOUTS tab > Available sections pane. It is dragged and dropped in the Selected sections, it is renamed as Person/People Maps (editable).

clipboard_e3e040b050ca393c42e489c394961000b.png

Renewal Center

Click here to expand for more information on Renewal Center
Renewal Center helps Sales and Customer Success teams reduce churn, identify late renewals, and upsell existing accounts. By enriching Sales opportunities with Customer Success insights, Renewal Center enables teams to run their forecast reviews more effectively. The data science-based renewal likelihood score helps identify renewals most likely to churn based on customer health and engagement. Update forecasts and take immediate action so that your team can win every renewal on time.
manual.png 1._community_logo.png Opportunity Forecast Widget in Gainsight Home

Gainsight now brings opportunity forecast experience in Gainsight Home. You can now manage the renewals efficiently alongside Customer Success insights and actions. This brings user attention to factors leading to renewal and churn with Horizon AI. The Opportunity Forecast widget helps you to add a new opportunity, view and update the existing opportunity details without having to navigate to Renewal Center.

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For more information on the Opportunity Forecast widget, refer to the Gainsight Home for CSMs article.

Auto.png Manage Opportunities from Renewal Center Widgets in Gainsight Home and Dashboards

CSMs can now modify the opportunity details while accessing the drill-downs from all the Renewal Center widgets in Horizon Dashboards and Gainsight Home. This enhancement helps CSMs to streamline their workflow by leveraging Gainsight Home and Dashboards as central working hubs to manage opportunities.

manual.png View Products for Opportunity

You can now view the products for an opportunity from the new Product tab. As a CSM, product information is crucial to assess the churn risk and identify expansion. With this enhancement, you can forecast at the opportunity level and have a granular view of the opportunity. 

Notes:

  • To view the products, the Product tab must be enabled by navigating to Administration > Renewal Center > Analyze Section > Tabs in Detail View.
  • Admins need to configure the Salesforce Connector jobs (for SFDC) . You cannot edit the product details.
  • To add products in Gainsight, admins need to configure Product Catalog by navigating to Administration > Product Catalog.

clipboard_ed45cdef79f38e70032330a9c086580dd.png

For more information on configuring the Connector jobs, refer to the SalesForce Connector Jobs for Renewal Management article. For more information on creating or linking products to opportunities, refer to the Renewal Center User Guide article

CSQL

With Customer Success Qualified Leads , you can unlock a new pipeline source, expand your portfolio and showcase how Customer Success can be a growth engine for your business. CSQL is a purpose-built lead creation tool for CSMs. The leads are automatically enriched with CS insights and delivered to sales in their CRM helping CSMs to showcase their impact to revenue.

manual.png Customer Success Qualified Leads

Customer Success teams identify and share leads with Sales, but previously there was no standard method for tracking these leads and demonstrating their impact. CSMs can use this new feature to identify a lead, share it with sales through Salesforce, and report on the revenue impact. 

This feature brings the following capabilities:

  • Create leads from C360
  • View and modify the Leads Analytics in the Standard Dashboard along with all the standard Lead reports
  • Manage the lead details from Gainsight Home

For more information on configuring this feature, refer to the Customer Success Qualified Leads documentation.

CSQL dashboard.jpg

Platform

Gainsight’s Platform turns customer success into a significant competitive advantage for your company. Reflect the nuances of customer relationships, intuitively surface insights, and accelerate your efforts with built-in best practices.

Connectors 2.0

Click here to expand for more information on Connectors 2.0
Connectors are integrations that are offered out-of-the-box so you can connect various data sources and sync their information to Gainsight.
Auto.png Source Fields Enhancement

Admins can now view and modify all custom Jira fields of Incident and Project objects in Gainsight. They can modify the display name, data type, and data format of the Jira fields in Gainsight and map them to the fields of equivalent objects in Gainight.

For more information on how to add or modify source fields, refer to the Add or Modify Source fields article

unnamed (17).png

Data Designer

Click here to expand for more information on Data Designer
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.
Auto.png Design Templates in Data Designer

Gainsight introduces Design Templates in Data Designer. Users can now save their common data preparation steps as Design Templates. They can now also create new designs from the already existing templates instead of starting from scratch.

Business Use Case: Consider design A, in which CSM has built a design for fetching information on accounts with no Success Plans over a period of 12 Months.

To create a similar design B for information comparison over a period of 6 Months, the CSM can save the design A as Design Template in Data Designer and can re-use this design with modifications as required.

Components Introduced and Modified in 6.32 Release

Gainsight has added/modified the following pages in this release.

  • People.page
  • PeopleAdmin.page

Permission Sets Added/Updated in 6.32 Release

With every new release, the Gainsight and SFDC permission sets are updated for several features to give access to new objects, fields, apex classes, and visualforce pages. In this release, the following Permission sets are modified:

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

Additional Resources

  • For more information about the previous or upcoming major release versions/dates, refer to the Gainsight's CS Upgrade Process  [updated for 2022] article.