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Gainsight Inc.

Release Notes October 2023

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This document has undergone changes since the first published date. Refer to the Revised Sections table for more information.

Revised Sections

Section Name Revised Date
Customer Goals November 2, 2023
Customer Goals November 2, 2023

Gainsight's October 2023 Release Notes document contains the following subsections:

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

Notes:

  • From the 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.
  • Community.png : This symbol indicates that an enhancement originated as a customer suggestion on the Gainsight Community.
  • Horizon.png : This symbol indicates that the enhancement was made as part of the Horizon Experience (H) project.
  • Auto.png : Automatic Update: End users have access to the enhancement without Admin configuration.
  • Manual.png : Admin Controlled: Enhancement can be viewed only after the admin configures it in the product and makes it available for end users.

Announcements

Exciting Changes to Our Documentation Site! 

We are thrilled to announce a fresh and modern facelift to our documentation site that will enhance your experience and make it even easier to access support for the entire suite of Gainsight products. Our new site structure and landing page are designed with you in mind, with a focus on improved branding and enhanced customer experience.

Before After
Before.png After.png

Key Highlights:

  • Comprehensive Product Overview: Our new landing page now features an all-encompassing view of all Gainsight products.
  • Stay Informed with Product Updates: We understand how important it is to stay up-to-date with the latest enhancements and features in our products. The new Release Notes section on the landing page of our redesigned documentation site prominently highlights recent product updates, ensuring you're always in the know. Now, you can directly access relevant community discussions right from our landing page.
  • Powerful Search Functionality: We understand your time is precious, and we want to help you find the information you need, fast. Our new site features an advanced search function right on the landing page. Simply enter your query, and the results will guide you to the relevant documentation, all within seconds.

Our redesigned documentation site reflects our commitment to providing the best possible resources and support to our customers. The clear and organized structure demonstrates our dedication to transparency and customer-centricity, reinforcing the Gainsight brand as a trusted partner in your success journey.

Note: We want to inform you about an important change regarding the accessibility of Salesforce-related documentation. In order to access Salesforce-related documentation, perform the following steps:

  1. Visit our documentation site.
  2. Navigate to the "CS" category on the landing page.
  3. Access all Salesforce-related documentation organized under the SFDC sub-category.

Site.gif

Our redesigned documentation site reflects our commitment to providing the best possible resources and support to our customers. The clear and organized structure demonstrates our dedication to transparency and customer-centricity, reinforcing the Gainsight brand as a trusted partner in your success journey.

Removal of Rules Engine Action Types

Community.pngLoad To Company Person and Load To Relationship Person Action Types Removed from Bionic Rules

The Load to Company Person and Load to Relationship Person actions no longer appear in the Create Action > Select Action dropdown menu in Bionic Rules.

1. Load To Company Person and Load To Relationship Person Action Types Removed from Bionic Rules .png

The Load to Company Person and Load to Relationship Person action types were phased out a long time ago, and Gainsight stopped allowing the creation of new actions using these options. In one of the previous releases, these action types were merged into a single Load to People action type but still appeared in the user interface (UI). However, in this release, Gainsight has removed them completely from the UI.
Note: Documentation related to Load to Company Person and Load to Relationship Person are no longer available on the documentation support site.

2. Load To Company Person and Load To Relationship Person Action Types Removed from Bionic Rules .png

This change brings all data-loading functionalities into one place without altering the original capabilities. The Load to People action type enables you to load data seamlessly into the Person, Company Person, and Relationship Person objects. For more information, refer to the Load to People Action Type article.

Enhancements

Customer Goals

Click here to expand for more information on Customer Goals
Customer Goals Goals allow cross-functional teams to collectively capture, track and measure customer goals to drive collaboration and showcase value. Effective use of Customer Goals can drive tighter collaboration between Sales and Customer Success, capture goals early to surface them in C360, and allow teams to plan work around goals by connecting to multiple CTAs and Success Plans.
Enhanced Integration with Ecosystems for Seamless Customer Goals Management
IMPORTANT: This feature will be available on or before November 15, 2023.

(The enhancement has been excluded for now.) Gainsight introduces the enhanced integration capabilities with Ecosystems, a value management platform that aids pre-sales, sales, and value engineering teams in preparing and tracking ROI analyses. With this integration, the aim is to offer a more streamlined sales-to-post-sales handoff experience, where post-sales workflows and actions seamlessly fall under Gainsight's purview. 

This release introduces two significant integration opportunities:

  • UI Integration: Ecosystems' Visualforce page can be seamlessly embedded in Gainsight 360, facilitating Single Sign-On (SSO) without the need to login again to the Ecosystems. This integration provides direct access to outcome documents and ROI analyses without exiting the Gainsight environment. 
  • Data and Workflow Integration: Ecosystems recently enhanced its Salesforce integration to encompass value driver and KPI information that can be extracted into Gainsight. However, this solution is exclusive to Salesforce customers.
    Gainsight has now implemented a direct integration that enables retrieval of strategic and ROI value drivers into Customer Goals. 
  • Metrics: CSMs can access a dedicated section within the Customer Goals tab in C360, offering a visual representation of metric value changes over time, complete with Baseline and Target values. For more information, refer to the Metrics in Customer Goals Tab in C360 section.

These enhancements aim to make metric tracking more accessible and collaborative for CSMs and their customers.

Manual.png All Metrics in the Customer Goals Tab in C360

(The enhancement has been excluded for now.) All Metrics in the Customer Goals feature is a pivotal component of the platform, strategically designed to empower CSMs in their efforts to track and manage customer goals more effectively. It enables the establishment of a structured, data-driven approach to gauge the progress of customer goals. Admins can control whether CSMs can view the metric.

Admins must follow the steps listed below:

  1. Navigate to Administration > Customer Goals > Metrics tab to manage metrics.

8. All Metrics in Customer Goals Tab in C360.png

  1. In the Metrics section, find predefined metrics.
  2. Toggle ON or OFF the predefined metrics as needed. 
  3. Click Create Metrics if you want to create custom metrics. When creating a custom metric, provide the following details:
  • Metric Name
  • Unit of Measure (Choose from: Percentage, Decimal, or Currency)
  • Description

9. All Metrics in Customer Goals Tab in C360.png

  1. Save any changes you make, and your configured metrics will be available for CSMs to use.

Notes: 

  • Metrics are in-line editable and re-orderable. Use these features to manage the display and organization of metrics as per your preferences.
  • Admins can clone metrics or delete them when they are no longer needed.
  • For custom metrics, admins can edit and maintain their properties easily.

10. All Metrics in Customer Goals Tab in C360.png

CSMs play an integral role in utilizing metrics to track and manage customer goals. 

  1. Navigate to the C360 > Customer Goals tab > All Metrics section.
    Note: For accounts that are integrated with Ecosystems, metrics are automatically populated. For accounts without Ecosystems integration, CSMs need to update metrics manually.

11. All Metrics in Customer Goals Tab in C360.png

In All Metrics, Baseline represents the starting point, target is the desired outcome, and Actual reflects real-time progress. CSMs can share metric progress with their customers during meetings by showing the charts and discussing the status of their goals.

Platform

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.
Data Preview for Connectors
IMPORTANT: This enhancement will be available to all the Gainsight customers from November 15th, 2023.

Gainsight introduces a preview feature in Connectors that allows admins to preview sample data for object fields when preparing a job. This enhancement helps admins to efficiently and quickly assess the data present in external systems, streamlining their job preparation process.

Example Business Use Case: The process of setting up connectors and onboarding new clients from external data sources consumes time and resources, causing delays and bottlenecks for implementation teams. Often meetings with admins of external systems like Jira and Zendesk are required to understand their data model.

However, the data preview feature now empowers implementation teams to overcome these difficulties by allowing them to preview extracted data for analysis and validation.

Note: The Data Preview Feature will not be included in the Gainsight PX Connector.

IMPORTANT: Tenants with BigQuery Connector need to re-authorize the connection to use this enhancement.

28. Data Preview for Connectors .jpeg

For more information on how to preview the data of a job, refer to the Preparation of Connector Jobs article.

Ability to Create Multiple Connections

Gainsight has removed the limitation on the number of connections that can be created in a tenant for the same connector or connector types (CRM, Support, and so on). 

The ability to create multiple connections allows organizations to use multiple integrations to complete tasks. For instance, you can connect to Salesforce and HubSpot for CRM needs or link Zendesk and Jira to gather ticketing data.

Note: The Productboard and Aha connectors continue to operate with one connection per tenant. 

Components Introduced and Modified in Oct Release 

There are no new components introduced in this release.

Permission Sets Added/Updated in Oct 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, no new Permission sets are added/modified.

Additional Resources

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