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Gainsight NXT Release Notes 6.17 August 2020

Short on time? Watch this 10-minute video to see what's new! The first half is perfect for sharing with end users, to understand the latest productivity enhancements!

Gainsight CS Release Notes Version 6.17 contains the following subsections:

  1. New Features in Gainsight which may require the Admin to setup new processes or re-think existing processes.
  2. Enhancements (per module) describe improvements made in the existing product capabilities.
  3. Issues Addressed contains issues which were reported by customers and are fixed in this release.


  • 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.


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


Archiving Automatic Scorecard Activities** 

With this release, Gainsight will start archiving automated scorecard activities on Timeline. Gainsight will continue to store the last eight weeks of data, but older automated scorecard activities will no longer be visible to users. The user experience for Timeline will not be affected, other than what data is visible. This change will improve system performance and enable us to continue improving the overall Timeline functionality.


  • Manually created activities, and automatic activities with manually added comments, will not be affected by this change and will not be archived.
  • Gainsight will complete the archiving process in a phased manner starting with the September release, and continuing until the end of the month. Users might not see this change reflected in their org until the process is complete.

New Features

CX Center

IMPORTANT: Customer Experience Center is available as a paid add-on in our Customer Success platform. For more information on how to license this feature, please contact your Gainsight account manager.

With this release, CX Center is generally available and is no longer a Beta feature.

Customer Experience Center (a.k.a, CX Center) makes it easier for users to collect and analyse textual feedback / response data from sources like Surveys and Timeline. Once the data is collected, the CX Center automatically provides advanced analytics, including sentiment assessment, to help improve your customer experience, predict market trends, identify potential churn, and also recommend necessary steps to increase product usability. 

After the Gainsight admin enables the CX Center, they can configure data sources, topics and keywords, to capture and provide better analytics on a particular topic. Then, Gainsight users can view all of the analytics on the CX Center Dashboard page, and create/modify dashboards with available widgets and add global filters.

To access CX Center, navigate to Administration > CX Center. For more information on CX Center, refer to the CX Center Overview article.

Company Intelligence Section in C360

Previously, Users would only receive Company Intelligence posts through Slack. With this release, Gainsight has added the Company Intelligence section as an option for Admins to include in C360 layouts. With this feature, users can view the Company Intelligence posts regarding companies and signals in which they are interested directly in the C360 page for the company. This enables users to stay informed about their customers and competitors.


  • Company Intelligence is a paid add-on feature. Please contact your Account Manager for information. 
  • Currently, users cannot perform Create CTA or Post to Timeline actions from the C360 page.

1. Company Int.png

For more information on how CSMs can view posts from C360 Page, refer to the Overview of Customer 360 Details article.


Mobile App

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!

1. Community logo.png Access C360 and R360 in Mobile Application

Important: This enhancement will be available by early September, 2020.

Gainsight Mobile app is now enhanced to search and access C360 and R360 pages. A new option called Search is available to search a Company or Relationship to access the respective C360 and R360 pages. 

On the C/R360 page, you can see the following tabs:

  1. Details Tab: You can see the following sections in the Details tab, in the same order as configured in the Gainsight Web application:

  • Summary 
  • Attributes
  • Scorecard
  • Company Intelligence (appears only in the C360 page and is not applicable to R360)
  • Sponsor Tracking
  • Relationships (appears only in the C360 page)
  • Surveys 
  1. Timeline Tab: C/R360 Timeline offers a complete view of all activities of a specific Company or Relationship. You can also create, edit and delete the activities from the Timeline Tab, this functions the same way as that of the existing Global Timeline in mobile.

Important: We’re in the process of updating the Gainsight Mobile Overview documentation to reflect the changes in Details and Timeline Tabs respectively. 


  • Mobile App honors the Company and Relationship search configuration from the GS Web App. For more information on Search Configuration, refer to the Configure Customer Search Settings article.

Comments Tab in a Timeline Activity

Previously, all the comments of a Timeline Activity were shown in the same tab, along with all the other details of the activity. But, with this release, Comments Tab is introduced newly and this tab displays all the comments related to that particular activity. And, all the other details of an activity are shown in the Details Tab.

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. A simple algorithm automatically configures a predefined set of assets – such as Reports, Rules or Scorecards – which your admin can select and deploy in a matter of minutes. Admins can easily update or adjust this configuration after the asset is deployed, if needed.

New Solutions Added in Sightline Vault

Twenty one new solutions are added under Customer Success Plays, Customer Onboarding, Dashboards, Product, Sales & Advocacy, Surveys & Feedback, Success Plans, and Support Solution Type in Sightline Vault. Admins can now install the following solutions which are added for each Solution Type:

Customer Success Plays (Newly Added)
  • Executive Business Review (EBR): Create a consistent EBR process by installing this solution created by Gainsight. You can trigger CTAs for EBR to ensure that they occur timely as per your requirement.

  • New Executive Engagement: Eliminate all the risks when an existing Customer Executive is replaced by the new Customer Executive by installing this solution created by Gainsight.

  • Adoption Playbooks: Improve product adoption and ensure that customers are able to achieve the top results by installing this solution created by Gainsight. You can trigger CTAs to provide your CSMs with Playbooks when product adoption health score decreases or increases.

  • Time to Value: Establish a regular call schedule with the newly transitioned customers to ensure they are supported while improving their quarterly call model by installing this solution created by Athenahealth.

  • Company Risk: Loss of Power User: Bridge the gap after the loss of a Power User (with highest active users) by installing this solution created by Gainsight.

  • Sponsor Moving to New Company: Explore potential opportunities when a Sponsor moves to a new company by installing this solution created by Gainsight.

  • Habits Risk: Low Adoption: Overcome a negative trend or drop in customer adoption or habits by installing this solution created by Gainsight.

  • CSM Transition: Easily transition a customer to a new CSM installing this solution created by Gainsight. You can use Playbooks to introduce a new CSM, create a milestone to track dates of transition, and align on objectives or success criteria.

  • Drop In Usage: Provide solutions and training to customers when their usage of Gaisinght drops by installing this solution created by Gainsight.

  • Notify Management of Upcoming EBR: Email template to notify management of upcoming Executive Business Review (EBR) equipped with necessary details of the customer by installing this solution created by Gainsight. 

  • Re-engagement after No Contact: Email templates to re-engage the inactive customer by installing this solution created by Gainsight.

Customer Onboarding
  • Go Live Email: Email template to congratulate the customers on achieving a significant milestone, as communications after a successful release plays a critical role in the customer success journey.

13. Customer Onboarding.png

Productivity (Newly Added)
  • CTA Health Analysis Dashboard: View the volume of CTAs your CSMs are receiving and understand their effectiveness at closing their CTAs and CTA Tasks by installing this solution created by Gainsight.

14. Productivity.png

Product (Newly Added)
  • 'New in Gainsight' Update: Email template to send weekly updates on new features and enhancements in Gainsight by installing this solution created by Gainsight.

  • Product Release Email: Email template to announce an upcoming Product release to customers and ask them to participate in the release webinar by installing this solution created by Gainsight.

  • Product Risk: Overcome a situation where a customer has a functionality issue with the product by installing this solution created by Gainsight.

15. product.png

Sales & Advocacy (Newly Added)
  • Customer Reference Request: Email template to ask customers for a reference in the most successful way, as it is a difficult task to request customers for a reference.

16. Sales .png

Success Plans (Newly Added)
  • Holistic Customer Plan: Create and manage a Success Plan that can be used for the entire life-cycle of a customer by installing this solution created by Athenahealth.


Support (Newly Added)
  • Support Risk: Track escalated Support cases and issues until they are resolved by installing this solution created by Gainsight.

  • Support Risk: High Priority Issue: Manage a customer's support risk when it is a high priority or urgent issue by installing this solution created by Gainsight.

18. Support.png

Surveys & Feedback (Newly Added)
  • NPS Notification to CSMs (INTERNAL): Email template to notify CSMs on upcoming NPS® Survey for their Accounts by installing this solution created by Gainsight.

19. Surveys.png

Re-arrangement of Existing Solutions 

The following table displays Solutions that are moved to other Solution types for better categorization:

# Solution Names Existing Category New Category
  • COVID Risk Assessment + Portfolio View
Covid-19 Customer Success Plays
  • Mixpanel Solution 
  • Gainsight PX Solution
  • Segment Solution
AE Solutions Product Usage
  • CS Team Management
  • CSM Dashboard
  • CSM Manager Dashboard
  • Executive Dashboard
  • CSM Performance Dashboard
Dashboards Management Dashboards
  • Survey Dashboard
Dashboards Surveys and Feedback


  • Executive Business Review Playbook
  • New Customer Kickoff Call Playbook
Playbooks Customer Success Plays
  • Sponsor Check-in Process
Productivity Customer Success Plays
  • Renewal Process
Renewal Sales & Advocacy
  • Freshdesk Solution
  • HubSpot Service Hub Solution
  • Jira Solution
  • D365 Customer Service Solution
  • Service Cloud Solution
  • ServiceNow Solution
  • Zendesk Solution
Support Solutions Support
  • UserVoice
Feedback Management Surveys and Feedback
  • Qualtrics Integration Solution
  • Survey Monkey Integration Solution
  • Implementation CSAT Survey
  • NPS Survey Program
Surveys Surveys and Feedback

For more information, refer to the Overview of Sightline Vault article.

The Customer 360 (C360) is a central hub of your customer’s business information in Gainsight. It synthesizes business data from various sources and provides you with a holistic view of your customers. This minimizes the preparation time for your customer meetings.

Previously, it was not possible to edit Company attributes at the Relationship level. This made it difficult for CSMs who work primarily from the R360 to edit Company fields efficiently. With this release, Admins can configure Company fields in the R360 Attributes section to be editable. It is now easier for CSMs to complete their work without having to navigate away from the R360. 

For more information on configuring Company fields in the R360 Attributes section, refer to the Configure 360 Attributes Section article.

3. C360.jpg

Re-run Failed Modules in Company Merge

When completing a Company Merge operation, it’s possible that some modules (such as timeline activities, survey responses, journey orchestrator programs, etc.) fail to merge while others succeed. Previously, admins had no direct action they could take to successfully merge the remaining modules. With this release, Admins now have the option to retrigger the Company Merge. This retrigger process will attempt to merge all failed modules. 

Admins can select this option as long as a Company Merge operation has failed modules. This functionality is not available for merge operations when all modules have succeeded.

Admins can choose to initiate a Company Merge Rerun, or Dismiss the option, from the Merge Logs.

3. Re-run.jpg

For more information on the Company Merge process, refer to the Company Merge article.

1. Community logo.png Configure Comments Field for R360 Summary

Previously, the R360 Summary section did not have a comments field. This meant users did not have a consistent place to add or review general information relevant to the Relationship. With this release, a Comments data field is included in the R360 Summary section by default, giving users a consistent place to check for and note general information about the relationship.

For more information on enabling and configuring the Comments field on the R360 Summary section, refer to the Configure 360 Summary article.

4. 6.17 R360 Summary Section Comments Field.jpg

Previously, when configuring embedded URLs for C360 sections, admins could only use query parameters to define the URL variables. With this release, path parameters are supported in addition to query parameters for embedded URLs. This enhancement gives admins more flexibility when configuring C360 sections.

5. 6.17 360 Path Parameter for Embedded URL.jpg

One use case where path parameters could help is for customers who use sites like Google Drive or to manage files. With path parameters, users can configure an embedded page section to access folders from these sites on the C360. For example, let’s say a company named Civilia is using Gainsight, and is also using to manage customer files with a folder for every customer. The path or URL to access their folder for a company called Summer Way is If we wanted to access this from the Embed Page section of Summer Way's C360, we could pass the variable “SummerWay” as a path parameter. In that case, our configured URL would be${folderName}. Under conditions, we would define folderName = Company Name.

As part of this enhancement, the Embed Page Section configuration screen now includes a URL Preview field. This field displays an example of the URL the embedded page section will access based on your current parameter configurations. If admins change these configurations, they can click the Update button next to the URL Preview to see them reflected in the field.

6. 6.17 360 Embedded Page URL Preview.jpg

Note: In order for the Embed Page configuration to recognize a section of the URL as a path parameter, the variable must be formatted as ${x} where x is the path parameter. If this formatting is not applied, the path parameter will not be recognized and will not be applied. This formatting is used to denote a parameter regardless of where it is in the URL. Admins can use the format ${x} to denote query parameters as well where x could be the query parameter.

For more information on configuring embed page sections in the 360, refer to the Configure the Customer360 Sections article.

Company Intelligence

Company Intelligence helps users to stay informed about their customers and competitors. It processes the information to the customers through Slack by searching publicly available information on the companies and signals in which they are interested. To use this feature, admins must first configure the list of companies for which they want to receive intelligence information, and also set the signals to track for the selected companies.

Modifications in Company Intelligence Signals 

Because of unacceptable noise levels in the Company Intelligence Expansion signal, Gainsight has decided to discontinue this signal, until there is an improvement in the signal quality and its usefulness to our customers.

Also, Gainsight has modified the name of the Major Shareholding/Ownership Changes signal to IPO (Initial Public Offering). If the user selects the IPO signal in the Company Intelligence configuration, they receive information about the companies going public by sale of its stocks to the general public.

7. Company intelligence.png


Segments can be created to fetch a sub-group of customers, relationships, and contacts that meet your selected criteria using source objects. These Segments can later be used as one of the Source types, to add participants in Programs.

Ability to View Segments Used In Programs 

Admins can now view in which Programs a particular Segment is used from the Segments List View page. Previously, Admins could not easily identify in which Programs they used a particular Segment, which created problems when Segments were edited or deleted. 

Note: Segments cannot be deleted if they are used in programs.

To view the list of dependencies of a particular Segment:

  1. Navigate to the Administration > Segments. The Segments List View page appears.
  2. In the Used In column of the Segments list view, click the number adjacent to a particular Segment. The Dependencies screen of the selected Segment appears and Admins can view a list of all the Programs in which the particular Segment is used.
    Note: Admins can click the particular Program to navigate to the respective page, and also search for a Program in the Search field.
  3. Click the Close icon to close the dependencies screen.

8. Segments-UsedIn1.png

Journey Orchestrator

Journey Orchestrator is your center for automated communications. It leverages the power of automation to make your job easier as you communicate with customers at scale. Gainsight enables customer success teams to launch automated emails based on customer attributes such as health score, product usage, survey results and lifecycle stage. Through automation, you can scale customer touches and engage with a growing list of customers often and effectively.

Dependency Check Before Deleting Language 

Previously, there was no dependency check from Journey Orchestrator when a Language was deleted from the Administration > Languages page. Users could delete it even if it had already been used in the Opt-out configuration. Gainsight has now added a dependency check and it does not allow users to delete a Language if it is used in Journey Orchestrator.

9. JO Language-NXT.png

Adoption Explorer

Adoption Explorer 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. Adoption Explorer 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.

Show Data Points on a Line Chart

Previously, in Usage Section Preview, users had to hover on the line chart to see the data points. With this enhancement, Adoption Explorer provides a new option called Show Data Points. When you enable this checkbox, you can directly see the data points on the Line Chart.

Ability to Select Date Format for Trend Charts

In the Usage Section Preview, a new option called Date Format is introduced for Trend Charts. From the Date Format dropdown list, you can select the required format to display on the Trend Charts.

The available formats are:

  • MMM Day: For example - August 25th
  • DD/MM/YYYY: For example - 25/08/2020
  • MMM YY: For example - Aug 20

Honoring PX Date Fields in Adoption Explorer

Previously, while syncing data from Gainsight PX, Adoption Explorer always honored Date format fields as String fields. This did not allow the users to apply date functions on these fields. With this enhancement, Adoption Explorer now honors the standard Gainsight PX Date format field as DateTime field in Gainsight CS, while syncing data from Gainsight PX.

10. PX Date.png

Date Functions in Derived Field Filter Rule

While creating derived fields, you can now set filter rules on Date Functions. Date Functions help you aggregate the measures from a specific time period, like Current Month, Current Quarter, Current Year, etc. Once you create the derived field, you can add them to the Layouts as required.

Business Use Cases

  • Cumulative Sum of PageViews in the Current Month (Current Month is the new filter rule)
  • To track Cumulative Count of Engagements by a customer in the Current Quarter (Current Quarter is the new filter rule)

Note: You can apply Date Functions on Time Series Objects only.

Renamed Company and Person Information Objects

Company Usage Info and Person Usage Info object names are now renamed to Company Information and Person Information respectively, for better understanding of the purpose of these objects. For more information on the Company and Person Information objects, refer to the Adoption Explorer Overview article.

Note: We’re in the process of updating the Adoption Explorer documentation to reflect the Company Information and Person Information objects names.

11. Renamed PC Info.png

Introducing Benchmark and Grouped Contribution Analytics Usage Sections

Adoption Explorer has now introduced two new usage sections called Benchmark and Grouped Contribution Analytics.


This usage section helps analyze how a specific company performs based on various measures/derived measures compared with a group of similar companies defined by a criteria, by aggregating the measures data. This section also helps you compare the performance of a company with overall companies. While configuring Benchmark usage section, you must set the criteria for grouping the similar companies using any Company attribute.

Business Use Case:  Using Benchmark, you can compare a specific company’s measure (Ex: Percentage of total no. of active users per total license count) with a group of companies (Ex: ARR > $1M). You can also compare the same measure with all companies.

Note: Benchmark usage sections can be created only under the Company Layout.

The following image displays ‘Total Licensed Seats’ as a measure to compare a company with Overall and Benchmark companies.

Grouped Contribution Analytics

This usage section helps create different groups of companies or cohorts based on filter criteria and analyze how each group of companies contribute to various measures/derived measures by percentage of measured data over contribution of overall companies.

To help visually identify the nature of contributions, you can define specific ranges for percentage values and configure color schemes to the ranges, to indicate whether the contribution is Bad, Neutral or Good.

This usage section helps visualize operational bottlenecks of various groups of companies and drive operational efficiencies for these groups.

Business Use Case: CSMs may handle multiple groups of companies and each group takes specific time to complete different stages of the Onboarding process. Grouped Contribution Analytics helps analyze which group takes more time to complete each stage and identify the bottleneck to address.

Note: Grouped Contribution Analytics usage section can be created only under the Freeform Layout.

The following image displays the % of adoption of each group of customers to different products, based on the applied filter criteria. Here, 0 to 35% of adoption is considered as Bad, 35 to 60% is considered as Neutral and 60 to 100% is considered as Good. 

Example: For Product 1, % of adoption of Tier 1 group is 30.64 which is displayed as Neutral, Tier 2 group adoption is 66.43 % which is considered as Good and Tier 3 group adoption is 0.15% which is considered as Bad.

You can also see the number of companies that belong to that group.

12. ScreenClipAE.png

For detailed information on how to add Benchmark and Grouped Analytics usage sections, refer to the Create Usage Section in a Layout article.

Clone Existing Usage Section

In the Layouts page, you can now Clone an existing usage section. For instance, if you have already created a usage section called Cockpit Feature Adoption, and you may want to set up the same for Surveys, you can now just clone the existing usage section, and modify it with Surveys filter conditions.

For detailed information on how to Clone an existing usage section, refer to the Layout List View and Create New Layouts article.

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.

Snowflake Data Source in Data Designer

You can now add Snowflake as a data source and can use the data from Snowflake to analyze and create Dataspaces in Data Designer.

Prerequisite: To fetch data from Snowflake tables, you must first create a Snowflake connection in Connectors 2.0 page. For more information on this configuration, refer to the Snowflake: Enabling the Integration article.

Business Use Case: This enhancement is helpful if your organization’s IT infrastructure uses Snowflake to store customer success data. For instance, you may want to build reports on this data or combine this data with other customer info by building datasets in Data Designer and view it in Gainsight.

To use this enhancement, navigate to Administration > Data Designer, and open an existing dataset or create a new design. In the Preparation tab, under the Data Source dropdown list, you can now see Snowflake along with existing data sources.

Once you select Snowflake, you can see all the objects on the left side pane. For detailed instructions on how to create a dataset using Snowflake as a data source, refer to the Use Data from Snowflake in Data Designer article.

Enhanced Dataset Details and Summary Tab

Until now, the Dataset Summary tab displayed the list of all Fields and Filters. With this release, the Summary tab is renamed to Details & Summary. This tab now displays the original name of the Object that specific dataset is built on and also allows you to add the Output Dataset Name and Description as required.

Note: We’re in the process of updating the Data Designer documentation to reflect the Details & Summary tab name.

20. Details.png

Success Snapshots

Success Snapshots 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 Snapshots repository, which helps CSMs run their customer meetings (such as EBRs and QBRs).

Community logo.png Ability to Test Run the Snapshot

Success Snapshot configuration page is now enhanced with a new feature called Snapshot Test Run, which allows Admins to download the Snapshot and preview it before sharing the template with your end users.

To use this enhancement:

  1. Navigate to Administration > Success Snapshot. You can see the list of existing snapshots.
  2. Hover on the required snapshot you wish to test run and click Edit.
  3. Click Snapshot Test Run. The Snapshot Test Run window appears.
  4. Select the required Customer from the Customer dropdown list.
    Note: For a Relationship template, you can select the required Relationship from the Relationship dropdown list.
  5. Click Download.
    Note: If you add a Success Plan to the template, you can select the Success Plan from the Success Plan dropdown list. If a success plan is not configured for that specific Customer/Relationship, you have to create a plan to download the template. 

Community logo.png Ability to Resize Table Columns

Previously, in a Success Snapshot, the table column widths were of equal size. If there was rich text in any of the columns, it caused the table to display across multiple slides. But, with this enhancement, while configuring the Success Snapshot slides, admins can now resize/adjust the width of the columns. 

Community logo.png Plan Overview as a Separate Success Plan Slide

Until now, in a Success Snapshot, the Plan Overview section in the Success Plan Summary slide displayed only default fields of the Plan Info layout (Success Plan). And, if there were any custom fields added to the Plan Info layout, users had to take an extra step to create a separate slide in the Success Snapshot. To address this issue, the Plan Overview section is now introduced as a separate slide, and is added to the Add Success Plan dropdown list. Now, when users select the Plan Overview slide, it will honor both default and custom fields of the Plan Info layout.

Important: This separate slide feature is not enabled for all customers because it is most beneficial for customers who edit the Plan Info layout in the Success Plan, and create a separate slide for that in Success Snapshot. Please contact Gainsight Support to enable this option.

CX Center

Customer Experience Center (a.k.a CX Center) makes it easier for users to collect and analyse textual feedback / response data from sources like Surveys and Timeline. Once the data is collected, the CX Center automatically provides advanced analytics, including sentiment assessment, to help improve your customer experience, predict market trends, identify potential churn, and also recommend necessary steps to increase product usability. 

Ability to Share Views 

Note: This enhancement was released in the 6.16.1 Patch (July 30th, 2020). We are including it here for your awareness.

CX Center Home page is enhanced with a new feature called Shared Views which enables Users to share their View with other Users and/or User Groups. They can also assign specific access to specific User/User Groups. The following access options are available for User/User Groups:

  • View: Users with View permission can only View the shared view.
  • Edit: Users with Edit permission can View, Edit and Save the shared view.
  • Admin: Users with Admin permission can View, Edit, Delete and Share the shared view.

In the Views dropdown list, users have two views:

  • My Views: Displays the list of views created by logged-in user.
  • Shared Views: Displays the list of views which were shared to the logged-in user by other users.

To use this enhancement:

  1. Navigate to the CX Center Home page.
  2. Select the View to share, from the Views dropdown list as required.
    Note: You can also create a new View and share it.
  3. Click the Share Icon. Share window appears.
  4. Select the Permission type from Select Permission Type dropdown list. You can select any of the following permission type:
  • Private: user, who created that specific view can access.
  • Public - View: shared with all users in view-only access.
  • Give access to specific people: shared with specific User and/or User Group.

To give access to User/User Group:

  1. Select the Users/User Group radio button.
  2. Type in and select the user/user group name in the Search box.
  3. Select either View, Edit or Admin from the Access Type dropdown list.
  4. Click ADD.
  1. Who got access: you can search or scroll down to see the list of users and user groups, that specific view is shared with.
    Note: You can also change the access type or revoke the access.
  2. Click Save.


  • By default, users with Super Admin access have the visibility of all CX Center views in that org and can perform all view actions including Edit, Share and Delete. For Super Admins, you cannot revoke the access.
  • In the SHARED VIEWS list, hover on the specific view to see the type of access you have been assigned by other users.
  • Once the view is shared, the share icon displays the number and list of the Users and/or User Groups.
  • You can also see the owner name of the View in the Share window.
  • You cannot share the Default View.
  • When a view is shared with specific users through Give access to specific people option, users receive an email notification about the View Sharing.


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.

Ability to Delete Survey that has No Responses

In the Survey List page, Admins can now delete Active or Closed surveys that have no responses.
Note: If a Survey is published through a JO Program, make sure you delete or stop that Program to delete the Survey.

Enhanced Survey Participants Chart


In the Survey Analytics tab, the Participants chart is now visually enhanced. Users can access options like Preview, Edit, Delete and Internal Submission (if you have selected Allow internal submission) from the Context menu. And, if you apply a filter to a column, you can now see the type of Filter Operator you have selected.

NPS® Analytics

In the NPS® Summary > Responded Users chart, users can now hover on a specific comment to view the comment. 

People Maps

People Maps provide a graphical view of the hierarchy in an organization. Using this hierarchy, you can visualize who reports to whom, which in turn helps you to contact the right people.A Gainsight admin can configure the fields to be displayed in the People map view. End users can view the added fields in the C360 > People Maps section.

Identify People with No Engagement in last 90 days

On the People Map widgets, the field Last Engagement on Date is now marked Red in color with an alert icon, if the last engagement date of the specific person is null or greater than 90 days. This helps remind CSMs to re-engage with the person. Gainsight recommends to either send an Email from Cockpit using Email Assist, or create a Call to Action (CTA) manually or through a Rule to facilitate the engagement. Last Engagement is identified for the people who are added to Timeline Activities as external attendees. For more information, refer to the Build People Maps article.

21. People Maps.png

Team View (Gainsight Widgets in Salesforce)

Team View empowers your cross-functional team with rich customer data and collaboration capabilities within their primary system. Team View takes the tactical knowledge gathered by customer facing teams, and makes it visible for everyone else, including sales and executive teams.

Gainsight NXT in Salesforce CRM
Content in this section supports Gainsight NXT accessing through Salesforce Login. To learn more about Gainsight NXT in Salesforce, click here.


Gainsight NXT Custom Widgets in Salesforce

Salesforce Admins can now configure custom Gainsight NXT widgets on the Salesforce object layouts. You can add any specific Gainsight C360/R360 section to the Gainsight NXT widget. You can configure these widgets in both the Salesforce Lightning experience and Classic mode.

Use case: If you want to display only the health score information of a Salesforce Account derived from Gainsight, you can customize the widget to display only the Scorecard section in the custom object layout.

22. Save .png

Advantages of custom widgets over Gainsight NXT Account, Opportunity, and Case widgets:

  • Custom widgets can be added to any Salesforce object layout, including the custom object layouts. Gainsight NXT widgets for the Account, Opportunity, and Case pages can only be added to the respective Salesforce object layouts.

  • Custom widgets can render R360 sections directly on the custom object layouts as configured, instead of navigating to the R360 page from the C360 page.

  • Custom widgets can display just one required C360 section on the object layout.

  • In the Salesforce Lightning experience, multiple custom widgets can be configured in one object layout, to display multiple C360 sections at different locations in the object layout.

For detailed information on the configuration of custom Gainsight NXT widgets, refer to the Configure Gainsight NXT Custom Widgets article.

Limitation: You cannot add a Report to the C360 Related List section in the custom object layout through the custom Gainsight NXT widget.

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.

You can now view Opportunity Owner and Company CSM in Opportunity drillthrough details.

23. Opportunity Owner and Company CSM New.jpg 

Select Previous Quarter as Forecast Period

You can now select the Previous Quarter option from the Forecast Period selector dropdown.

24. Previous Quarter.jpg

You can now view the Renewals Due chart for Forecast Categories in addition to the Opportunity Stages. You can now select the category from the following options in the dropdown list to display in the Renewals Due chart: 

  • Stage - Default
  • Forecast Category

25. Renewals Due Chart.jpg

Analyze Churn Reasons in Churn Chart

You can now learn about the churn reasons, by tracking them via the churn chart. When you select the Category as Primary Reason, the Churn Chart groups the opportunities based on the different churn reasons that you have configured in Data Management. 

The opportunities with no churn reasons selected are grouped under No Reason Selected Category. When you provide the churn reason by editing the opportunity details, the chart regroups the opportunities.

26. Churn Reason New.jpg

When you further drill down to each category of churn reasons in the chart, you can view the Churn Total for each opportunity.

27. Churn Total.jpg

Data Management

In Gainsight Data Management, an admin can perform setup data in the Gainsight Matrix Data Architecture (MDA). Admins can create and manage Gainsight Objects from the Data Management page. As an analogy, a Gainsight Object and its field(s) can be thought of as a database table and its columns. Data Management can be accessed from Administration > Operations > Data Management

Admins can now search and select a custom or standard field to filter jobs (in individual application areas) that use the selected field in the Dependencies tab of Data Management. You can see the total number of jobs and filtered jobs for the selected field in the application area. For more information, refer to the Advanced Operations in Data Management article.

Dropdown fields now honor alphabetical order, while adding a record in Low Volume Custom object and Standard object through the Data Operations page or C360 > Related List page. However, Dependent dropdown list fields are presented together irrespective of alphabetical order. For more information, refer to the Data Operations article.


User Management

User Management is an administration feature which allows a Gainsight Admin to add users to the Gainsight User object and grant Sally access to the required users. Admins can perform these actions from Administration > User Management.

Remove inheritance of Permissions to the User Manager

 After upgrading your org to v6.17, permissions granted to multiple Gainsight users through Permission Bundles are not inherited by their respective Managers. A user’s manager is considered as another user and permissions to the managers can be granted through the specific Permission Bundles. For more information, refer to the Permission Groups article.

Issues Addressed


  • Unable to Create Segments on Few SFDC Objects: Previously, users were unable to create a Segment on Account and Asset SFDC Objects which has many fields with lookups to other objects. This issue is now resolved and users can now create Segments on Account and Asset SFDC objects.

  • Program is becoming Active and Published even when Participants are not Synced: Previously, users were able to publish the Program even though there were no participants synced to it. The program appears to be active and when users try to view analytics it displaying an error message, This issue is now resolved.

  • “Record Type” Window Displays Inconsistently: When users tried to view SFDC objects from the C360/R360, they previously experienced an issue where a pop-up window asking to define Record Type displayed for certain views, and not others. This issue affected users using Gainsight NXT edition through SFDC Lightning mode, but has since been resolved.

  • Unable to edit Stage items in Company Administration: Previously, customers were not able to edit items and values related to the Stage field from the Company Administration page. It was still possible to edit these items from the Data Management page. This issue is now resolved, and it is possible to edit Stage items from either page.

  • Relationship Object not selected for Relationship Section: When configuring the Relationship Section of company layouts, the Relationship Object was previously not getting selected, which caused confusion. This issue has since been resolved, and the Relationship Object is now selected by default, as expected.

  • Dropdown List Values Not Updating: Previously, dropdown list values added under Administration > Data Management > Dropdown were not appearing in the Company section. This issue is now resolved, and dropdown list values are appearing after they are added, as expected.

  • Duplicate Empty Tab Being Opened and Broken Summary Widget: The Summary section in the Company Layout was previously experiencing multiple issues when the character ‘a’ was set as the value for any field in the section. These issues included every field after the ‘a’ value failing to render, the vertical summary widget displaying incorrectly, and a duplicate empty tab opening when a user clicked on any section of the company page. These issues are all now resolved, and the Company Layout is displaying as expected regardless of the value set for summary fields.

  • Attributes Fields Displaying Incorrectly: Previously, the C360 was removing any formatting for content copied from text editors and pasted into attribute fields. This issue is now resolved, and content copy and pasted from text editors is displaying with formatting, as expected.

  • Redirect to Home Page after Updating Contacts: Users were previously redirected to the Gainsight home page after updating and saving an SFDC contact record from a C360 page. This issue affected customers accessing Gainsight NXT through an SFDC org. Now, this issue is resolved. After updating SFDC Contact records from the C360, users are directed back to the C360 page they were originally on, as expected.

  • Selected Time Zone field reverts to UTC after saving: Previously, while mapping the fields through Gainsight Bulk API, selected  Time Zone was reverting back to UTC after saving the mappings. This issue is now resolved.

  • Test rules having Load to People action type did not show any information related to Success and Failure records. This issue is now resolved.
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