Gainsight NXT Release Notes February 2024
| Section Name | Revision Date |
|---|---|
| Journey Orchestrator | February 12, 2024 |
| Connectors 2.0 | February 13, 2024 |
| People Management | March 14, 2024 |
Quick View
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Gainsight Release Notes Version 6.40 contains the following subsections:
- Announcements: Describes important changes to the application that are implemented now or will be in the near future.
- New Features: Introductions to new features in the release.
- Enhancements (per module): Describes improvements made in the existing product capabilities.
Notes:
- The modules in the Release Notes are categorized based on the following four product areas: Customer Success (CS), Customer Experience (CX), and Platform. The modules in each category 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.
: This symbol indicates that an enhancement originated as a customer suggestion from Gainsight Community.
: This symbol indicates that the enhancement was made as part of the Horizon Experience (H) project.
: Admin Controlled: Enhancement can be viewed only after the admin configures it in the product and makes it available for end users.
: Automatic Update: End users have access to the enhancement without Admin configuration.
: AI-Supported Features: The feature or content within the feature has been generated using AI.
Summary List/Quick View
Announcements
Through-Partner Customer Success
Discover Through-Partner Customer Success
Enhance customer retention and minimize churn within your through-partner customer base via Gainsight’s Through-Partner Customer Success. This feature empowers you to extend the customer success experience and support to customers managed by your Partners. Furthermore, it simplifies collaboration by bringing all your Partners and Partner Users together on a single, unified platform. For more information, refer to the Through-Partner Customer Success section.
Note: Through-partner customers refer to clients of Gainsight customers who are managed by Partners. Gainsight customers collaborate with third-party sales enablers, known as Partners, to expand reach and scale their sales territory.
| ASD | DRF |
| ADF | FRT |
| DFF | FGT |
People Management
Person 360 (OPEN BETA)
Gainsight is excited to announce the launch of our latest feature: Person 360. Designed to enhance the capabilities of Customer Success Managers (CSMs) and Digital Customer Success (CS) administrators, this innovative tool is a game-changer in managing person-related data across Gainsight's suite of products. It provides a unified view of a person's interactions, usage, sentiments and other metrics. This holistic view empowers CSMs to delve deeper into product usage patterns, sentiments, and build meaningful networks for impactful business conversations.
For more information, refer to the P360 section.
Scorecard
Introducing Scorecard Optimizer (OPEN BETA)
Elevate the prediction of Scorecards and identify early signs of churn by refining Scorecard configurations with Scorecard Optimizer. This Horizon AI feature promptly delivers recommendations to create a new Scorecard or enhance an existing Scorecard configuration. Recommendations include adding new Measures and Measure Groups, adjusting Weight allocations, defining a new Scheme Range, and much more. For more information, refer to the Scorecard section.
Note: Customers are not required to purchase the AI bundle to access the Scorecard Optimizer
Rules Engine
Deprecation of New Bionic Rules
Gainsight is no longer supporting the creation of new bionic rules. With this release, all Gainsight customers won't be able to create any new bionic rules or clone them. However, existing bionic rules will remain operational and can still be modified. Please note that support will continue for the existing bionic rules.
Improve Prediction with Scorecard Optimizer (OPEN BETA)
Scorecard Optimizer, the latest Horizon AI feature in Scorecards, empowers customers to efficiently configure and optimize their Scorecards, thereby improving overall effectiveness in renewal and churn prediction. Scorecard configuration is an admin-heavy and time-consuming task that involves months of waiting to gather sufficient data for effective configuration. Scorecard Optimizer now provides immediate AI-driven configuration recommendations for new and existing Scorecards. These recommendations cover Measures, Measure Groups, Scheme Range, and Weight allocation, speeding up the configuration process and minimizing the risk of unexpected churn during data collection.
Scorecard Optimizer brings the following key benefits to organizations:
- Reliable Customer Health Scoring: Helps CSMs to understand the reasons behind churn or renewal, reducing unexpected churn for customers with a green score.
- Act on Renewal Opportunities - Empowers CSMs to quickly and efficiently respond to upcoming renewal opportunities with more accurate predictions.
- Timely Address the Accounts at Risk - Provides optimized scorecards for timely indications of accounts at risk, allowing CSMs to create effective strategies and reduce churn.
To run Scorecard Optimizer on the Scorecards:
- Navigate to Administration > Scorecards
- Click Run Optimizer.
For more information on how to run Scorecard Optimizer, refer to the Run Scorecard Optimizer article.
For more information on the commonly asked questions on Scorecard Optimizer, refer to the Scorecard Optimizer FAQs article.
Notes:
- To enable this feature enhancement in your instance, reach out to Gainsight Support for assistance.
- This enhancement covers composing, sending, and receiving emails.
For more information on how to log activities using Outlook plugin, refer to the Gainsight Assist Outlook Add-in User Guide article.
General Administration
Single Sign-On (SSO) Capability Extended to Customer Education (CE)
Gainsight extends its global authentication mechanism to CE to enhance user experience, security, and efficiency by enabling seamless authentication and access across multiple products or product instances. SSO enables users to log in once and access all the 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 strategic SSO capability across PX, CS, CC, and CE enhances security, streamlines User Management, and improves collaboration and productivity across Gainsight products and multiple product instances.
Migration Plan
Gainsight has migrated all the CS Production instances to SSO for the existing customers. The common customers for CS and CC will have a transition to SSO in multiple phases starting with CC in the first quarter (Q1).
Note: All new customers will have SSO enabled for all Gainsight products and product instances by default. SAML authentication is now available for all the products(CS,PX, and CC).
Enhanced Permissions for Cockpit and Success Plan
Gainsight is pleased to announce new features enhancing the permissions for the Cockpit and Success Plan modules. Thanks to community feedback, we're introducing more precise user control in our Cockpit and Success Plan modules.
Enhancements in the Cockpit:
The Cockpit now has improved settings, allowing admins to better control user actions, thus enhancing data security and efficiency.
Admins can now limit users from performing the following actions in the Cockpit:
- Deleting a Call-to-Action (CTA).
- Creating a new CTA.
- Applying a Playbook.
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Enhancements in Success Plan:
Gainsight has also upgraded the Success Plan, used by CSMs and Partners, with stronger admin controls for better management and security. This addition ensures a more secure and controlled environment for managing success plans.
Admins can now limit users from performing the following actions in the Success Plan:
- Deleting a Success Plan.
- Creating a new Success Plan.
- Applying a Template to a Success Plan.
- Sharing a Success Plan.
The Independent Product Requests feature is designed to cater to a broader range of customers, including those who use product management tools other than Aha! and Productboard, as well as those who may not currently use any product management tool.
Following are the key benefits of Independent Product Requests:
- No Integrations Required: Customers using different Product Management tools no longer need to wait for integrations. They can now share the data with the Product Management team using Gainsight's reporting capabilities. Additionally, the data can be pushed into tools used by Product Managers using the Rules engine.
- Product Requests Configuration: The Independent Product Requests enhancement allows administrators to configure Product Requests without integrating any Product Management tools. This allows admins to customize the Product Requests process according to their needs.
- Manual Status Addition: Admins can manually add Enhancement Request (ER) statuses, such as Pending Review, Accepted, Declined, and Delivered.
- Summary Widget Customization: Admins can select the ER statuses to be included in the Summary Widget, offering a personalized and streamlined view of product requests.
This feature aims to offer a more user-friendly and adaptable Product Requests feature, ensuring a seamless experience for all customers, regardless of their current product management tool. It provides administrators with increased control over configurations and reduces dependency on integrations.
The Partner Success feature in User Management equips with the following capabilities for managing Partners:
- Add Partner Users: Effortlessly add partner users through User Management.
- Organize with User Groups: Logically organize partner users by placing them into designated Partner User Groups.
- Permissions and Data Control: Vendor Admins can define separate permission bundles for partner users with limited features and apply data permissions at the Partner User Group level.
These updates aim to provide a more efficient and organized Partner Management experience.
Improvements to Data Permissions
Gainsight is excited to announce the introduction of Inheritance Rules in Data Permissions. This update offers administrators enhanced control over data access by allowing them to set customizable conditions using both OR and AND logic. This feature addresses the need for precise data visibility adjustments based on various user roles.
In the previous system, when a child object inherited permissions from a parent object, any specific rules for the child object were overridden by a default 'OR' condition. This led to users having access to all the data of the child object, often more than necessary.
With the new Inheritance Rules, admins can now define access more strategically. For example, certain users/user groups should have access to CTAs that are owned by them, while others can have access at a company level. Inheritance rules allow admins to define different rule conditions to provide access to different users based on their roles.
