Gainsight NXT Release Notes 6.17 August 2020

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Gainsight CS Release Notes Version 6.17 contains the following subsections:

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.
Issues Addressed contains issues which were reported by customers and are fixed in this release.

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.

Announcement

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.

IMPORTANT:

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.

Notes:

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.

Enhancements

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!

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:

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

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.

Notes:

You cannot edit the sections of the C/R360 page in the Mobile App, apart from the activities in the Timeline Tab.
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
1	COVID Risk Assessment + Portfolio View	Covid-19	Customer Success Plays
2	Mixpanel Solution Gainsight PX Solution Segment Solution	AE Solutions	Product Usage
3	CS Team Management CSM Dashboard CSM Manager Dashboard Executive Dashboard CSM Performance Dashboard	Dashboards	Management Dashboards
4	Survey Dashboard	Dashboards	Surveys and Feedback
5	Executive Business Review Playbook New Customer Kickoff Call Playbook	Playbooks	Customer Success Plays
6	Sponsor Check-in Process	Productivity	Customer Success Plays
7	Renewal Process	Renewal	Sales & Advocacy
8	Freshdesk Solution HubSpot Service Hub Solution Jira Solution D365 Customer Service Solution Service Cloud Solution ServiceNow Solution Zendesk Solution	Support Solutions	Support
9	UserVoice	Feedback Management	Surveys and Feedback
10	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.

C360

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.

Edit Company Fields from the R360 Attributes Section

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.

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

Use Path Parameters for Embedded URLs

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 Box.com 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 Box.com 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 www.civilia.box.com/SummerWay. 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 https://www.civilia.com/${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

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:

Navigate to the Administration > Segments. The Segments List View page appears.
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.
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.

Benchmark

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).

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:

Navigate to Administration > Success Snapshot. You can see the list of existing snapshots.
Hover on the required snapshot you wish to test run and click Edit.
Click Snapshot Test Run. The Snapshot Test Run window appears.
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.
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.

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.

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.