Gainsight NXT Release Notes 6.19 November 2020

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Gainsight Release Notes Version 6.19 contains the following subsections:

Announcements section describes important changes to the application that are implemented now or will be in the near future.
New Features in Gainsight which may require the Admin to setup new processes or re-think existing processes.
Enhancements (per module) describe improvements made in the existing product capabilities.

Notes:

You will see the GIFs in this document 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 the following image.

: This symbol indicates that an enhancement originated as a customer suggestion on the Gainsight Community.

Announcements

Multi-Currency Support

We’re introducing Multi-Currency support in Gainsight which allows Admins to load currency data into Gainsight with original currency codes such as USD, EUR, GBP, etc from the source. This functional improvement allows the currency data to be displayed in the original currency code (as ingested into Gainsight) across Gainsight.

The customers who have onboarded to Gainsight after v6.10 January 2020 Release, can directly enable Multi-Currency. We will soon migrate the remaining customer orgs to support Multi-Currency. If you want to get your org migrated earlier to support the Multi-Currency, contact Gainsight Support.

Following are the major capabilities offered by Multi-Currency support:

CSMs/Admins see monetary data in the currency code of their selection (User Default Currency) in the applications such as C360/R360, Reports, Dashboards, etc.
CSMs/Admins understand a more accurate and complete view of their Company/Relationship finances across Gainsight. This is achieved by using user default currency setting and Corporate currency.
Conversion rates can be updated at the source and these are honored in the data aggregations across Gainsight.
There is a single field to manage multiple currencies for all the records in an object.

For more information on this feature and the required configurations, refer to the Configure Multi-Currency Support article.

Retirement of Tabular Report Color Option in Journey Orchestrator

With this release, due to low usage and adoption, Gainsight is removing the option to modify the color format of tabular reports in Journey Orchestrator. All the older configurations are retained but they cannot be modified.

Additionally this option is not supported in the upcoming new Report Builder.

Failed Bionic Rules will be Disabled

Gainsight will disable bionic rules that fail to run three times continuously, and an email notification will be sent to the Admins from January (v6.20) release. This change will ensure that other rules will run smoothly and will not be impacted by the rules which always fail. More details will be added in the upcoming release notes.

Note: It is applicable to rules that are fully failed, not for partial failed rules.

New Features

Real Time Rules

Admin can now configure Real-Time Rules to trigger as a result of an internal or external event. Internal events include Company, Relationship, and Relationship Type. External events are those you configure in the Events Framework. For more information on how to configure external events, refer to the Events Framework article.

IMPORTANT:

Currently, this feature is in BETA and we’ll start rolling to selective customers from November 21^st, 2020 in phases.

Example Business Use Cases:

When a Customer Success Manager (CSM) adds a note or updates a field in Company, an admin can configure a rule to sync that information to the CRM or Support system in real-time.
When a high priority ticket is created in the Support system for the Small and Medium Business (SMB) segment, an admin can configure a rule to post a notification to the SMB team’s Slack channel.
If the CSM of a Company changes, an admin can configure a rule to post a Slack message in real-time using the Call External API action type.

Note: Currently, only Call External API and Load to SFDC Objects action types can be used in the Real-Time Rules feature.

For more information, refer to the Real-Time Rules article.

Gainsight Assist Outlook Add-in

Gainsight Assist Outlook Add-in helps users access their Gainsight email templates directly from Outlook, thereby saving time when composing customer emails. The ability to log emails to Timeline from their inbox ensures that every important conversation is captured.

Note: This feature is now available for the users to download from Microsoft store.

For more information, refer to the Gainsight Assist Outlook Add-in User Guide article.

Enhancements

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.

Custom Views

Executives, Customer Success Managers, and Renewal Managers use Renewal Center. Custom Views enable each of these users to see the information most relevant to them.

Gainsight ships the following views predefined:

All Opportunity: For executives who need to see an analysis of all opportunities
My Opportunity (CSM): For CSMs who need to see all opportunities related to the accounts they manage
My Opportunity (Opp Owner): For opportunity owners who need to see all opportunities they own
Migrated Personal View: For existing users who have already applied global filters
My Renewals Due: For CSMs who need to see renewals due in the current quarter

These views can be modified or removed by the administrator. Views can also be shared with a subset of users.

For more information, refer to the Custom Views in Renewal Center article.

Data Permissions

Renewal Center now honors Gainsight Data Permissions. Previously, users could see all opportunities added in Renewal Center. With this enhancement, admins can restrict the read and write access that users have over specific opportunities.

For example, users can be restricted to only see the opportunities that they own. To configure this, navigate to Administration > Users and Permissions > Data Permissions.

Administration Salesforce.png

Note: Renewal Center uses the GS Opportunity object. Controlling the permissions on this object determines the data displayed in Renewal Center.

For more information on Gainsight Data Permissions, refer to the Data Permissions article.

Renewals Due By Health Chart

Enables users to analyze renewals in the context of health and forecast category.

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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.

Create and Analyze Customer Satisfaction (CSAT) Survey

Create CSAT Question

The CSAT question type is added to the list of Survey Questions in this release. Admins can now select the CSAT question type and configure it while creating a survey.

In the CSAT question type, admins can also add Matrix Question as a sub question. If the Matrix Question is not added, admins can select any of the following layouts:

Default
Radio Score
Radio Text
Star

For more information on how to add a CSAT question, refer to the Survey Design article.

Notes:

Admin can add only one CSAT question to a survey.
If there are any existing surveys with no CSAT questions, but have questions from other types (Star, Matrix, and Multiple Choice) that match the criteria of a CSAT question, then admins can mark this specific question as a CSAT question.

Analyze CSAT Responses

Once the Survey responses are received, you can now view the CSAT participants and response information in the Response Report section. For more information on how to view the information of CSAT Responses, refer to the Survey Analytics article.

View CSAT Responses in 360

In the 360 Page > CSAT RESPONSES tab, users can now view the responses received for the CSAT questions along with the CSAT scores and the percentage of positive responses.

Note: If the CSAT questions contain a Matrix Question, users can select the required subquestion to view the specific responses and percentage of positive responses.

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. Check out our live hands-on instructor led training for Data Designer!

Cascade Add

Cascade Add allows admins to add a field to a dataset, and thereafter this field automatically gets added to all of the next datasets (end tasks) in that design. Prior to this release, whenever admins wanted to add a new field to the end task (dataset), admin manually added that specific field to all of the tasks (including Merge and Transform datasets) in that design.

Notes:

The default aggregation of the Measure type field added using Cascade Add functionality is Sum. Once the field is added, admin can change the aggregation based on the requirement.
The default aggregation of the Dimension type field added using Cascade Add functionality is Count. Once the field is added, admin can change the aggregation based on the requirement.

For more information on how to use the Cascade Add functionality, refer to the Preparation Details in Data Designer article.

Union Function

The Union function in Data Designer combines two datasets in a way that all the similar types of fields automatically are unified into one dataset. If there are any other fields in the two datasets that are not similar, admins can select and add them based on the requirement. Prior to this release, whenever admins wanted to combine two datasets (with similar fields) into one dataset, admins had to perform Transformation and Merge actions. With the new Union function, admins do not need to perform this additional step/configuration.

Example Business Use Case: For instance, admin wants to combine the data of two objects (with similar fields) that have the data from Europe and US region customers.

Notes:

Unified fields inherit the properties of the Master fields such as Data Type, Decimal Points, and so on.
Other than Unified fields, admins can also add additional fields from the datasets. If there is no data in the columns, it is considered as Null.
Admins can select either to remove or not to remove the duplicate fields in the output data.

For more information on how to use Union Function, refer to the Preparation Details in Data Designer article.

Data Space AutoRun

Data Designer is now enhanced to automatically run the Data Space when an admin exits the configuration page, after saving the design/dataset as a Data Space. Prior to this release, admins had to manually run the Data Space for the first time, and the next runs used to happen automatically as per the defined schedule. This enhancement helps admins avoid confusion and save their efforts after the dataset is configured.

Auto Arrange Datasets

Admins when handling moderate to complex designs, sometimes they might find it hard to understand the flow visually and improve it. With the new Arrange Design option, admins can now automatically arrange the design for optimum readability in one click. Prior to this release, admins used to arrange several datasets on the canvas screen manually for proper representation.

Note: If there are numerous datasets in a design, admins can make use of the newly introduced options such as Zoom In and Zoom Out and Pan as shown in the following image.

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.

Configure to Show Relationship Associations in Person Detail View

Admins can now add or remove the Relationships section to/from the C360/R360 > Person detail view by selecting the Allow Relationships checkbox in the Person detail view configuration section. The Relationships section in the Person detail view shows the list of Relationships with which the specific Person is associated. Previously, Admins could not configure the Relationships section which displayed this section as blank to CSMs, even if Relationships were not configured in the org.

For more information on the Person Detail View Configuration, refer to the Configure 360 Person Section article.

Note: This section configuration is also available in the External sharing layouts > Person detail view configuration.

Ability to Copy Email Address and URLs From Person Detail View

CSMs can now copy Email addresses and URLs in the C360/R360 > Person detail view to clipboard using the Copy icon. End users can also copy them from the Shared 360 > Person detail view.

Success Snapshots

Success Snapshot enables admins to generate Powerpoint presentations with customer data and graphs from Gainsight, using your own customized presentation (business review deck) uploaded to the Success Snapshot repository, and help CSMs run their customer meetings (such as EBRs and QBRs). Once a Success Snapshot template is created and saved, CSMs will be able to export them from C360 and R360 pages respectively.

Check out the Admin and End User courses to see how Success Snapshots can save your team time creating presentations with customer data from Gainsight!

Configure Google Slides in Success Snapshots

IMPORTANT: We will start rolling out this enhancement to customers from November 21, 2020 in phases. You may reach-out to your CSM or raise a support ticket to enable this enhancement.

Success Snapshots now allows admins to import Google Slides from their Google Account, and configure a Snapshot template. For example, if your organization uses Google Slides for all business reviews, this enhancement helps admins directly consume the Google Slides in Success Snapshots.

To use Google Slides in Success Snapshots, admins must first grant permissions to Gainsight to access their Google Account.

To export a Success Snapshot from the 360 page to Google Drive, CSMs must grant permissions to Gainsight to access their Google Account.

IMPORTANT: Later, if admins make any changes to the parent Google Slides deck available in the Google Drive, the Sync Template option in Success Snapshots can directly sync all the new changes, retaining the configurations in the existing Snapshot. For more information, refer to the Configure Success Snapshot Template article.

Notes:

CSMs receive an email confirmation when the export is completed.
Admins from the Success Snapshots page and CSMs from the 360 page can revoke their Google Account access whenever required.
If admins want to import other format files (For example: PPTX) other than Google Slide, admins have to manually change the format to Google Slide.
The EDITOR functionality remains the same when a Google Slide is imported to the template, and admins can select the required element to configure.
The Snapshot Test Run option exports the configured template to the admins Google Drive.

Rules Engine

Rules Engine is designed to improve your underlying customer data to produce superior customer outcomes. It can perform powerful multi-step, in-memory data transformations for large datasets in Gainsight within one rule. Transformations include aggregations, multi-dataset merges, formulas and time-series calculations; helping your team to better identify meaningful data signals.

Ability to Import External CSAT Surveys Data using Rules Engine

Use the new Load to Survey action type in Rules Engine to enable automated ingestion of external CSAT survey responses into Gainsight in order to build enriched CX Analytics. Prior to this release, there was only one option to automatically import external NPS® survey responses in Gainsight. For more information on configuring the new action type, refer to the Load to Survey Action Type article.

Note: Currently, only the NPS® Survey Responses and CSAT (Customer Satisfaction) Responses can be ingested. In the future, this framework will be extended to cater to ingest CES (Customer Effort Score) responses as well.

Adoption Explorer

Adoption Explorer (AE) helps manage your customer’s usage data in the Gainsight environment, and quickly surface 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 totally re-imagined visualizations to surface deep insights. Customer’s usage data at Company and/or Person level can be stored at both daily and weekly level along with their entitlements. Using the ingested data, admins can define new derived fields without the need of Rules Engine.

Extend Capability of Lookups in AE Layouts

Admins often need the application to pull data from multiple objects while building usage reports or filtering data. A lookup allows a combination of fields from multiple objects based on a common field. Adoption Explorer now supports this in Layouts and Filters. Admins can now use the lookup fields from any object in the Usage Layouts. Prior to this release, admins used to add the lookup fields from the Company and Person objects only.

Note: Admins can use all the lookup fields from Gainsight standard/low volume custom/system objects in the Filter conditions and Usage Sections/reports.

Limitations

Maximum of five lookup fields can be selected in a usage report.
Currently, only one level of lookup is allowed.

AE Layouts in Salesforce Widgets

The partners of the Salesforce customers often need access to usage data from the Salesforce Widgets. Adoption Explorer Layouts are now displayed in the Team View Widgets in Salesforce, provided a Usage Section in the C360 layout and Gainsight NXT Widget are already configured. For information on how to configure Custom Widget in Salesforce, refer to the Configure Gainsight NXT Custom Widgets article.

Sightline Vault

Gainsight’s Sightline Vault provides access to pre-configured solutions built by Gainsight and the broader Gainsight community that help you effectively utilize Gainsight features and incorporate best practices into your Gainsight instance with the click of a button. This not only allows you to see value faster, but significantly reduces the amount of time and effort your team spends setting up/configuring Gainsight.

New Solutions Added in Sightline Vault

Six new solutions are added under Customer Onboarding, Management Dashboards, Productivity, Success Plans, and Surveys & Feedback Solution Types in Sightline Vault. Admins can now install the following solutions which are added for each Solution Type:

Customer Onboarding

Pre to Post Sale Handoff: Automate your sales handoff with a survey to the sales team at the point of closing new business. The survey captures relevant details from the sales cycle and passes that into a success plan to enhance the sales process and maintain consistency across the customer facing team.

Management Dashboards

GDPR Compliance - Person Delete: Visualize all references of a Person across the tenant. This will help track all Personally identifiable information (PII) data in a single place and ensure that no reference to the deleted Person is available across the Organization.

Productivity

Weekly Digest Email for Executives: Send weekly updates to all your executives about trends in NPS® and customer health, number of new customers, customer risks, and number of upcoming renewals for each CSM.
Weekly Digest Email for Managers: Send a weekly update to managers about your customer success team, providing details about NPS® and health score trends for the last 6 weeks, number of new customers by each CSM in the last 3 months, number of new risks created for each CSM in the last week, and the volume of upcoming renewals per CSM.

Success Plans

Success Plan Reporting: The comprehensive dashboard provides a detailed view of Success Plans for the CSMs. It uses core Gainsight objects to break down Success Plans at three levels: Success Plan Level, Objective Level, and Task Level.

Surveys & Feedback

Likelihood to Renew Survey: Predict which renewals will be easy or difficult by surveying your customers just before the renewal process. You can ensure that your team acts on the survey responses for a better chance of increasing your volume of renewals.

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New Solutions are Displayed with “New” tag

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Connectors

Connectors are integrations that are offered out of the box for you to connect the varied data sources and sync up information into Gainsight.

Introducing ServiceNow Connector

You can now sync ServiceNow data with Gainsight to generate strategic reports and trigger health scores based on support data. For more information, refer to the Servicenow Connector article.

Sally

With Gainsight Sally, your company can better collaborate through real-time customer insights within their favorite apps. Powered by AI, Sally makes rich Gainsight data easily accessible through simple conversation. Not only can Sally provide answers to a diverse set of questions about your customers, Sally can also update customer data, provide information on health scoring, current risks, and opportunities. Your company can quickly collaborate on the latest customer intelligence to more rapidly deliver customer outcomes across all parts of your organization.

Sally App Scope Changes

Gainsight Sally App in Slack is now migrated to a new system to honor more granular scopes and gain more control over the permissions that users request for a smooth functionality. Scopes define the permission eco-system for apps created on Slack Platform.

For more information on the updated Sally scopes, refer to the Sally - The Gainsight Bot Overview article.

Gainsight Mobile

CSMs, Account Managers, and Executives need quick customer information while on the go – whether they’re headed to a customer meeting, traveling, meeting customers at conferences, or juggling a busy schedule. With limited time and many customers, executives and CSMs need to quickly access specific information about customers. Gainsight Mobile App allows you to access C/R360, Timeline Activities, key customer information using Sally, and view Notifications received directly from your smartphone while on the go!

Company/Relationship Name Hyperlinked to 360

In a Timeline activity, users can now tap the Company or Relationship name and navigate to the respective 360 page.

Note: Gainsight made a few minor UX improvements and bug fixes for a better 360 experience in the application.

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Cockpit

Cockpit is the CSM/AM team's home base for viewing and managing key customer activities. The backbone of Cockpit are Gainsight system alerts called Calls to Action (CTA). Call to action types, their associated tasks, and the Cockpit view can be customized by Admins to suit your business needs.

Add Dependent Picklist Values in Cockpit

In the CTA Detail View, CSMs can now add the dependent picklist values defined by the Admin. Each dependent picklist always has a controlling picklist. The dependent picklist values are populated based on the values selected in the controlling picklist.

When the controlling picklist value is changed, the dependent picklist value is automatically cleared. Once cleared, the old value is not populated in the dependent picklist even if the value in the controlling picklist is reverted back to the old value.

IMPORTANT: This enhancement is applicable to the customers on Cockpit Horizon Experience.

Notifications

Notifications are in-app or email alerts for users when key events occur, to ensure that they do not go unnoticed.

Notifications Links are Honored from In-App/Email

Gainsight now navigates users as per their login mode (classic/lightning) when they click on In-App notifications links. But irrespective of users login preference, they are navigated to Lightning mode when they click on the links from Real-Time Email notifications.

Note: if Lightning mode is not enabled for the users then the link is not redirected properly.