Release Notes May 2023

 Connect Multiple PX Subscriptions to a CS Instance 

Customers may use several PX subscriptions for different products they offer. They can manage and track product usage insights for all their PX subscriptions from a single CS subscription. This helps to streamline the process of product metric tracking of multiple products.

Key Benefits: 

• Ability to view insights into user adoption as a whole, rather than for individual products being used.
• Ability to create Programs in Journey Orchestrator that trigger engagements from a specific PX subscription.
• Ability to trigger unified surveys, enablement, or health check artifacts. The survey responses can be analyzed from a specific PX subscription.
• Ability to pull data from different PX connections to create Data Designs and Reports.
• Ability to create rules in Rules Engine to view data from PX connections. For example, create a rule to view the unique users across the connections.

For more information on configuring multiple PX connections, refer to the Configure Multiple PX Connections in CS article.

 Build Adoption Analytics Using PX Product Tree Filters

Create dashboards for Adoption Explorer analytics data that is filtered by a specific product or its features/modules. The filter options are fetched from the Product Tree configuration in Gainsight PX. While creating or editing dashboards, you can select the required filters from the Advanced Product Filtering slide-out panel. When you save the options, all the widgets in the dashboard display analytics based on the filters applied.

To make the product  data filtering even more granular, the following filter options are added:

• Modules/Features: To filter product data for specific modules or features within the modules.
• Channels: To filter data based on different channels within a product (Web App, Desktop, Mobile)
• Labels: To filter the features or modules grouped by Labels created in PX.

 Email Replies From Different Customers Are No Longer Threaded Together

When a CSM sends emails from Email Assist using the Send as Separate Email option or through Journey Orchestrator with Group Email unchecked, they can now receive email replies as separate threads from each individual recipient.

This helps the CSMs to keep track of the email replies received from different customers as separate emails instead of a common thread.

Note: This enhancement is:

• Supported on Outlook and Gmail.
• Applicable to responses received from the recipient marked in the To field.
• Not Applicable for recipients in the CC and BCC fields.
• Not Applicable for the Out of Office auto-reply emails.

 Enhanced Set Score 2.0 Action in Bionic Rules

The Set Score 2.0 Rule Action automatically updates the measure scores when the defined criteria gets triggered. The following enhancements are available in Bionic Rules:

• The Clear Existing Comments checkbox is removed to make the user experience consistent with Horizon Rules.
• The Comments field allows admins to add comments in the measure every time the Rule Action gets triggered. If the field is left blank, then any previous comment on the measure is overwritten with a null value in the List View of C360.

Note: Prior to this enhancement, admins who had the Clear Existing Comments box checked will now find the Comments field blank in the edit view of this Rule Action.

 Improved Success Snapshots

The improvements in Success Snapshots aim to reduce the template configuration time for admins and simplify the user experience. The following feature improvements are introduced:

• The Clear Text Box Data button helps to delete the custom data within the text box instead of deleting the text box.
  Note: This button is removed from the Report Properties slide-out panel.
  
   
• The Company name is visible along with the Relationship names in the search results, for easy reference of admins. This improvement is extended to the Snapshot Test Run and Preview Slide options in the template editor, and the Share Template option on the Success Snapshots page.
  
   
• The three-vertical-dots menu appears to retain the template editor options when the window size is reduced.
  
   
• The Status toggle switch helps end-users to control the availability of a particular template in the Export drop-down of the C360 page.
  
   
• The Google Avatar icon is visible when a Google account is not logged in. Once the user logs in to their Google account, the icon changes to their Google account profile picture.
  

 Updated Date Time Format in Timeline

The Date Time field is updated for a seamless experience in Timeline. The time is now recorded in a 12-hour format. Users need to select the AM or PM option while selecting the time. They also have the option to select the exact number of minutes from the dropdown.

 Net Retention Dashboard

The Net Retention Dashboard is a predefined dashboard in Horizon Analytics which is available for customers using account-based forecasting in Renewal Center. Account-based forecasting empowers customers to start forecasting in the simplest way possible without having to manage opportunities. It makes it easy for admins to deploy Renewal Center, allows users to forecast at the account-level, and improves the overall experience for users. 

The Net Retention Dashboard displays all the vital account-based forecasting metrics in the form of charts and graphs. Visualizing the gross and net retention helps executives make informed business decisions faster.

This dashboard brings the following key benefits:

• View account-level analytics without any opportunity data thereby facilitating simpler onboarding.
• View and analyze the GRR, NRR, Logo Churn, and Upsell data in a single snapshot.

Notes: This dashboard is available when the admin turns on the Show Company toggle switch. Admins can access this switch by navigating to Administration > Renewal Center > Company View.

For more information on how the CSMs can use this dashboard, refer to the Net Retention Dashboard article.

 View Expansion Metrics in Account Based Forecasting

Admins can view NRR% in the summary ribbon while using account-based forecasting in Renewal Center. NRR% (Net Renewal Rate) is the rate at which customers are renewing and expanding. This metric helps CSMs to visualize the forecast expansion. This metric is calculated using a formula that gives the sum of Forecasted Revenue and Upsell divided by Renewable Revenue. This metric can also be viewed in the company records in the company view.

Note: CSMs must select the NRR% metric while creating the company view to be able to view it in the company records table.