Release Notes August 2023

Single Sign-On (SSO) capability between PX (Product Experience), CS (Customer Success), and DH (Digital Hub)

Gainsight implements global authentication mechanism to enhance user experience, security, and efficiency by enabling seamless authentication and access across multiple products or product instances. Single Sign-On(SSO) enables users to log in once and access all three Gainsight products without the need for multiple login credentials. This eliminates the hassle of remembering and managing multiple usernames and passwords, improving user productivity and reducing the risk of security breaches.

The SSO capability between PX, CS, and DH is a strategic initiative that enhances security, simplifies user management, and improves collaboration and productivity across multiple platforms.

Migration Plan

Gainsight will be migrating the CS Production/Sandbox instances to SSO starting from the first week of August (in a phased rollout manner) for the existing customers. However, for the new customers SSO will be enabled by default, Admins who have multiple instances enabled in their org will receive a system generated email as soon as their production instance is migrated. This email provides information on the further steps to be followed. When a sandbox environment is refreshed, the SSO experience is enabled and all the users will then move to Inactive state, Admins need to update their status to Active and initiate a welcome email for the users. 

For more information on how to implement SSO between PX, CS, and DH, refer to the Single Sign-On for Gainsight Applications  article.

Automated Dashboard Share Permissions

Dashboard permissions are now automated for the seamless experience of sharing them with the intended audience. This enhancement eliminated the need for manually adding users from the Manage Permissions section to share a dashboard with them. The permissions are automatically updated when the dashboard is shared. 

Prior to this release, if a user or a group of users was not added to the Manage Permissions section, they were unable to access the dashboard.

Note: When dashboard is shared using this enhancement, users are added to the Give access to specific people group with the View permission.

For more information on how to share Dashboards, refer to the Configure Dashboard for Sharing article.

 Improved Security for Sally Bot in Slack Channels

IMPORTANT: This enhancement will be available from July 29, 2023.

Gainsight has made an enhancement to the Sally bot within Slack channels to address a potential security gap. Previously, invoking Sally in any Slack channel made the information visible to all users, which posed a risk in channels with external users.

This enhancement introduces the following important functional improvements:

• Admin Control: Gainsight has introduced an admin control to govern how Sally is accessed or blocked across customer Slack channels. A new Settings icon has been introduced in the Sally Admin page.

The Admin user will be able to view and access the new enhancement settings by clicking this icon.  This allows admins to ensure the appropriate visibility of information. 

• By default, unblock Sally or allow Sally to operate in all channels.
• By default, do not show the warning message.

IMPORTANT: Admin users need to re-authorize their Sally workspace access from the Admin Settings page to view in order to activate the Settings icon. The icon remains inactive if the re-authorization process is not complete.

• Warning Message: When invoking Sally, users now receive a warning message informing them that the query responses will be visible to everyone in the channel. Users have the option to either send the information to themselves through direct message or post it in the channel.

By addressing this gap, Gainsight is committed to ensuring a secure and reliable experience for all our customers. For more information on how to configure the admin controls for Sally in Slack, refer to the Admin Configuration for Sally article.

Integration of Chorus.ai with Timeline

The Chorus integration with Gainsight helps to automatically log meetings from Chorus to Gainsight Timeline as Activities. The configuration for this integration is managed within Chorus, and it leverages external Timeline APIs to transfer data to Gainsight.

This integration enables seamless management of calls and meetings. All Activities, including audio and video recordings, are displayed in the Timeline after the successful integration. The meeting recording links are provided in Timeline to navigate to Chorus.ai for easy access. The integration automates the process of importing and creating Activities, thus streamlining meeting access and simplifying Activity management in Gainsight Timeline.

IMPORTANT: The recorded meeting videos from Chorus can be accessed in the Gainsight Timeline only when the user is logged into the Chorus application simultaneously.

 Introducing People APIs - Bulk

Gainsight introduces People APIs - Bulk, that  helps ingest multiple  records in a API call. This API has significant improvements in the number of records it can accept per call. 

For more information on the People APIs - Bulk, refer to the People API documentation.

 Access Opportunities from Account-Based Forecasting

Account-based forecasting empowers CSMs to view opportunity data sorted at the account level. From the Company field, CSMs now gain instant access to all opportunities associated with the company. This enhancement eliminates the need to switch between different views, resulting in a streamlined and efficient forecasting experience.

To access the opportunity data of a company, perform the following steps in the Company View page:

1. Click the Company field. A slide-out panel appears listing the opportunities associated with the company.
2. Click any opportunity under the Opportunity Name column. A slide-out panel appears displaying the opportunity details.

CSMs can perform the following actions:

• View the Details, Scorecard, Timeline, and Product information associated with the opportunity.
• Edit and update opportunity details in-line on the go.
• Add a new opportunity.

IMPORTANT: To access opportunities, CSMs must select the Company Name column in the Column Editor dialog when creating or configuring a company view.

 Show or Hide Opportunity Views in Forecast

Admins can now control the visibility of the out-of-the-box opportunity views in Forecast using the Show Opportunity View toggle switch. This feature makes the user experience more intuitive by allowing admins to hide opportunity views when forecasting is exclusively performed at the account level, rather than at the opportunity level.

Admins can access the toggle switch by navigating to Administration > Renewal Center > Forecast.

When the toggle switch is turned OFF, CSM cannot access the Opportunity View radio button on the Create New View page. This indicates that the admin has hidden opportunity views, thereby limiting CSMs to only create company views or access the out-of-the-box company views.

Notes:

• The Show Opportunity View toggle is turned ON by default.
• The Analyze page in Renewals displays an empty state when the Show Opportunity View toggle is turned OFF.

 Customize Company and Relationship Insights in Create Opportunity

The enhanced customer insights empower Renewal Managers to drive effective conversations with customers and make better strategic decisions. Admins can customize and populate these insights with data from the Company and Relationship objects. This customization enables admins to tailor the insights for their Customer Success team's needs and preferences.

The insights configuration is available in the Description field of the Detail View. Admins can access the Detail View by navigating to Administration > Renewal Center > Analyze Section.

 Ability to Create CSQLs from R360

CSQLs enable customers to identify and capture qualified leads, providing their sales and marketing teams with necessary avenues for business expansion. In addition to creating CSQLs from C360, CSMs can create qualified leads from R360. They are no longer required to navigate to C360 to create qualified leads, thereby simplifying the lead creation process.

CSMs can create CSQLs from R360 as either leads or opportunities, depending on the Sync Option configured by their admins.

The Relationship field is also available for CSMs when creating CSQLs from C360 and Gainsight Home. This field helps CSMs assign the relevant Relationships to the Company.

Notes: 

• The admin must configure the CSQL widget and the CSQL section in R360 Layouts.
• The admin must configure the Relationship field in the Detail View of CSQL.

For more information on how to create CSQLs from C/R360, refer to the CSQL in 360 article.

For more information on how to configure the CSQL section and widget in R360 Layouts, refer to the Configure CSQL article.

 Ability to Provide Additional Customer Insights in the Description Field

The sales and marketing teams use the customer insights available in CSQLs to have better conversations with the lead contact. In addition to the company-level insights, they need relationship and contact (person) level insights to understand their leads better and customize the nurturing strategies. 

To empower the customer-facing teams with valuable 360-degree insights to succeed in business, admins can configure the Description field in the Detail View of CSQLs. Admins can add relevant insights from the Company, Relationship, and Company Person objects for their CSMs and end users. They can add insights not only at Company level but also at the Relationship level as well, thereby further extending the capabilities of CSQLs to R360. To configure the Description field, admins can navigate to Administration > CSQLs > Detail View.

The insights added by admins are available as Customer Insights by Gainsight: when the CSMs are creating CSQLs.

For more information on how to configure the Description field, refer to the Configure Detail View section of the Configure Leads article.

 Connector Jobs Enhancements

 Remove Deleted Fields From Source In Connectors Job

Gainsight introduces a valuable enhancement to help admins troubleshoot unsuccessful executions of Connector jobs. From the Activities list page under the comments columns, Admins now have the ability to identify and remove fields that the user does not have permission to access or fields that are deleted from the source and are causing job failures. Admins can remove such fields from the Preparation stage and re-run the jobs. 

This enhancement empowers admins as it eliminates the need to raise a ticket with Gainsight Support to remove the externally-deleted source fields.

For more information on how to effectively identify and remove failure-causing source fields, refer to the Activity Page article.

 Download and Analyze Report Data From Explore Step

Data Designer now has a Download option in the Explore step that allows admins to download report data and validate their designs before making them available across Gainsight as Dataspace. 

This new feature eliminates the need for additional steps such as building reports separately and then validating the designs.

For more information on how to download reports data, refer to the Explore Details in Data Designer article.