Gainsight NXT Release Notes 6.16 July 2020

Create, Update, and Fetch Tasks and Playbook Information Using API's

In addition to creating and updating CTAs, and also fetching CTA details and configuration, Gainsight now enables users to create and update tasks, and also fetch tasks and playbooks details using Cockpit Rest API’s. 

Business Use Case: Not all teams who benefit from accessing Cockpit Data always use Gainsight. They have systems of their choice that they use and expect Gainsight to integrate better with them. Customers with development resources can use APIs to build tighter and more customized integrations between Gainsight and other systems. These APIs give users the capability to integrate Cockpit data and build out workflows in other systems.

Users can perform the following actions using Cockpit Rest API’s:

• Fetch Task: This will return the list of tasks that are associated with a CTA.
• Create Task: This will create a new task for an existing CTA.
• Update Task: This will update the details for any existing task.
• Fetch Playbook: This will fetch the playbook configuration to apply for a CTA.

For more information on the details of the REST APIs that can be used for creating, updating, and fetching tasks and playbooks, refer to the Task and Playbook API Documentation article.

Ability to Edit Default Cockpit Views

Previously, the standard Cockpit views such as All CTAs, My CTAs, and Closed CTAs were shipped for all customers, but Admins were not allowed to modify them. However, Gainsight now allows admins to make changes to these default views. These views are also now listed in the Custom Views section in the Call To Action (CTA) page. 

The Delete, Save, and Active checkbox options are disabled for the My CTAs view in the Custom Views section since it’s the default view in case no other view is available. 

 Ability to Pick New Color Codes in Cockpit Admin Pages

Gainsight has updated the color palette options in the CTA and Task Admin pages based on the new Horizon Experience guidelines. In the Admin > CTA and Task pages, Admins now have the option to select the color while configuring the following picklist items:

• CTA Type
• CTA Reason
• CTA Status
• CTA Priority
• CTA Snooze Reason
• Task Status
• Task Priority

Note: The new colors defined in Cockpit are also reflected in Reporting if no custom colors have been defined in Reporting.

Enable Instance while bringing data from PX

Until now, while pulling data from PX, Adoption Explorer could only map a single account in Gainsight PX to a single account in Gainsight CS (where one PX USER belongs to one PX Account only), i.e one PX Account to one Company record in CS. But, you (as an Enterprise Company) might need to map multiple accounts on PX to one single Company record in Gainsight CS. So, to extend our support to all such use cases, Adoption Explorer is now enhanced to enable Instance level data, while pulling data from PX.

You may come across the following possible business scenarios while pulling data from Gainsight PX to Gainsight CS with multiple PX Accounts.

Business Use Case: For instance, you might have a customer named ABC who has a single record in Gainsight CS, but has multiple accounts in PX named ABC Systems, ABC Electric, etc. (where one PX USER belongs to one PX Account only). Now, in Gainsight CS, you can enable the Instance level checkbox in the Adoption Explorer project to consider all these PX accounts as instances.

Note: Typically, one PX user belongs to one PX account as explained above. But, if you come across a situation where 1 PX user belongs to multiple PX accounts, use the Company Level usage data (using the Product Key at Company Level) for accurate insights.

For more information on how to enable Instance while bringing data from PX, refer to the Enable Gainsight PX Data in Adoption Explorer article.

Prerequisite:

Before you enable PX data in an Adoption Explorer project, you must first establish a connection between Gainsight PX and Gainsight CS, using the PX Connector. For detailed instructions, refer to Configure PX Connector.

For these use cases, ensure that you map the following in the PX Connector settings:

• Map the PX:Parent Group ID to Company:PX Account ID in the Company job in the connector.

• Map PX:Parent Group ID to the CompanyPerson:Company ID field in the PX User job.

Relationship Support

Users can now work with the Relationship Scorecard and Timeline in Renewal Center. The Likelihood to Renew Score also incorporates Relationship data.

A new Relationship field is available for users to select the Relationship they want to work with. If no Relationship is associated with the opportunity, the Company level Scorecard and Timeline will be shown. Admins must first configure the Relationship field to appear in the Detail and Table Views. 

To add the Relationship field to the Detail and Table Views:

1. Navigate to Renewal Center Configuration > Forecast Section > Detail View.
2. Drag and drop the Relationship field to the layout.
   Note: The same steps apply to Table View as well.
3. Click Save.

Action Card for Potentially Late Renewals

Gainsight has introduced a Potentially Late Renewals Action Card to highlight renewals from accounts recently late. This Action Card enables users to take proactive steps to bring the renewals on time or set proper expectations.

Listed are open renewal opportunities along with the number of days for the account that was late.

More Efficient Forecasting

Gainsight introduces the following enhancements to make forecasting even more efficient:

Admin Flexibility to Hide Add Opportunity

Gainsight now gives admins the flexibility to hide the Add Opportunity option for users. Previously, all users were able to create opportunities. You can use this enhancement if you want users to work with only opportunities synced from your CRM and not create opportunities in Renewal Center. 

To configure this enhancement:

1. Navigate to Renewal Center Configuration > General settings.
2. From the Add Opportunity options, select Show or Hide as required.
3. Click Save.

DS Scores Recalculation Triggers

Admins can now trigger the recalculation of Data Science scores after making any data updates. Previously Gainsight performed a scheduled job to recalculate DS scores once a week, With this enhancement, you can run the Reanalyze Data job to recalculate the historical data that supports the DS Likelihood score and Forecast instantly as required. 

Note: You need to use this configuration if you have changed the source data that supports any of the required fields. 

Dependency Check for Deletion of Field in GS Opportunity Object

Gainsight now performs a dependency check when you delete the custom fields in GS Opportunity. Previously there was no dependency check while deleting the custom fields.

 Improved Field Selection in Reporting

Previously, when you reported on an object with several fields or lookups, you may have faced performance issues in selecting a field. Now, the performance of the field tree selection is improved and much faster than before. If you are reporting on an object that has several fields/lookups, now when you click + on the field tree, the report loads the first 50 fields and displays the total count of the unopened fields at the end of the field tree. When you click the number (count), the report loads another 50 fields, and so on.

Important: This performance improvement is not enabled for all customers because it’s most beneficial for customers who are reporting on objects with a lot of fields/lookups. If you are reporting on objects that have several fields/lookups, and facing a performance issue with the field tree selection, please contact Gainsight Support to enable this option.

Create Cross Datasource Global Filters 

Gainsight NXT in Salesforce CRM

Click here to expand for more information on how to create Cross Datasource Global Filters

Earlier, in Dashboard Global Filters, when Company Name/User Name was selected as a reference field, you could only map the fields that look-up to the Company/User Name. For example, if you selected a Name (String) field as a reference field from the Company object, in the Map Field dropdown, you could only see or select the field that is mapped to the Company Name field (for Gainsight Reports), and if there are any SFDC reports selected in the Global Filter, you cannot see any of the String fields available in those reports. Because of this problem, you had to create multiple Global Filters across data sources. With this enhancement, you can now map to any string field when Company Name or User Name is selected as a reference field. For example, you could create a cross datasource Global Filter with Company Name for Gainsight reports and Account Name for SFDC reports.

 

 

 Filter Based on Status in C360 > Relationships

With this release, users have the ability to filter the C360 Relationship section based on Relationship Status; Active or Inactive. This makes it easier for CSMs and other Users to view Relationships relevant to them. 

The filter will retain your selections even if you navigate away from the C360 page. For more information on the C360 Relationship section, refer to the Overview of Customer 360 Details article.

 C360 Page UI Redesigned for Clarity and Consistency

The C360 Page UI is now enhanced so that the information displayed is easier to view and consume. Important elements, such as the company title, are more prominent. Labels are used consistently for each section, and each section has consistent spacing and alignment.

For more information on navigating the C360, refer to the Overview of Customer 360 Details article.

Enhanced Surveys List page

The Surveys list page is now enhanced with the Horizon Experience UI, so users can navigate through their Surveys list with ease. We made the following improvements to the Surveys List page:

• On the list page, you can see the Survey Name, Entity, Status, Questions, Responses and Date.
• Clicking the Survey Name navigates you to the Properties page of that specific survey.
• You can either select all survey sources or a specific survey source (if you have integrated external survey source(s) such as Gainsight PX or SurveyMonkey with Gainsight Surveys) to view the list of surveys from the selected source(s). 

For more information on the Survey Listing page, refer to the Survey Overview article.

You can perform the following operations from the survey list page:

• Create a New Survey.
• Import Surveys from External Sources.
• View the existing Surveys details.
• Search Surveys by Name or filter them by Entity and/or Status.
• Sort the Surveys by Survey Name and Responses.
• View Number of Questions and Responses of specific Survey.
• Edit, Clone, Analyze, Delete and many more actions.
• Navigate to Design or Analyze page by clicking on the number of Questions or Responses respectively.
• Navigate through different pages and view multiple Surveys by using the pagination tool.

Ability to Add and Perform Text Editing in Survey Section

In the Survey Design tab, Users can add text in the Section Content separately, and apply Rich Text Editing as required. As a Survey Designer, if you want to call out information or instructions with special formatting for the survey participants, this enhanced Section construct is available. 
Note: This functionality is also applicable to the Translated section content.

To use this enhancement while adding or configuring the Section:

1. Navigate to Surveys > Survey List > New/Existing Survey > Design.
2. Click the + icon.
3. Click Section.
4. Enter the required Section name in the Section Label text box.
5. Enter the required Description/Content in the Section Content text box.
   Note: You can also perform Rich Text Editing on the text you have entered.
6. Click the ✓ icon to Save.

To use this enhancement while translating the Section:

1. Navigate to Surveys > Survey List > New/Existing Survey > Design.
2. Select the required Section.
3. Click Translate. Question Translation page appears.
4. Select the required Section from the Select Question dropdown.
5. Select the required Language to Translate from the Select Language dropdown.
6. Enter the translation text in Enter translation for section text box.

Improved Rules Engine Formula Functions

Gainsight introduces new Number Formulas to the Formula Fields in Rules Engine. These enable you to perform powerful calculations in your Transformation Tasks while setting up a rule.

The following number formulas are available:

• Abs: The Abs formula returns the absolute value of a number. You can provide your input in the formula field as a positive or negative integer, but the output is always a 7.3890561positive integer. For more information on using the Abs formula, refer to the ABS function article.
• Ceiling: The Ceiling formula maps a number to the least integer greater than or equal to the number. For more information on using the Ceiling formula, refer to the Ceiling function article.
• Exp: The Exp formula returns Euler's number, e (~2.718) raised to a power.
  Example: EXP(1) = Approximate value of e = 2.71828183
                  ​​​​EXP(2) = Base of the natural logarithm e raised to the power of 2 = 7.3890561
• Floor: The Floor formula maps a number to the greatest integer less than or equal to the number.  For more information on using the Floor formula, refer to the Floor Function article.
• Log: The Log formula returns the logarithm of a number given a base. For more information on using the Log formula, refer to the Log Function article.
• Sqrt: The Sqrt formula returns the positive square root of a positive number.
• In: The ln formula returns the natural logarithm of a number, base e (Euler's number).
  For more information on using the ln formula, refer to the LN function article.

Note: For Sqrt, Log and ln, formulas require positive integers as input values. However, the rule runs successfully and no error message is thrown for negative input.

If you enter negative values, these formulas return the following values:

Fields in Rules Add/Subtract Date Formula Fields

The Add/Subtract Date Formula field in the Date Formulas of Transformation Tasks now accepts dynamic fields. Previously, this field accepted only static numeric values as input. With this enhancement, the number of days you add to or subtract from a date dynamically changes with the value of the selected field. 

Note: You can select the unit of the field as Days only. The Weeks option is not available.

Submit a Solution Idea to Sightline

Admins can now submit a solution idea to Gainsight. You can also submit an idea to enhance any existing Solution available in the Gainsight Sightline Vault. You can view this new feature in Administration > Sightline Vault. For more information, refer to the Submit a Solution Idea article.

New Solutions are added in Sightline Vault

Seven new solutions are now added under Customer Onboarding, Dashboard and the Renewal (newly added) Solution Type in Sightline Vault. Following are the solutions added for each Solution Type:

1. Customer Onboarding:

• New Customer Welcome: Admins can now install this solution created by Gainsight to standardize the process of welcoming a customer which is crucial for consistent customer experience. Assets (4) included in this solution are CTA (1), Email Template (1), Playbook (1), and Rule (1).
• Onboarding Kickoff: Admins can install this solution created by Gainsight to make a strong impression with a well-executed onboarding kickoff discussion. You can standardize the onboarding Kickoff plan to establish a consistent customer experience. Assets (4) included in this solution are CTA (1), Success Plan (1), Playbook (1), and Rule (1).
• Onboarding Success Plan for New Customers: Admins can now install this solution created by Mavenlink to build an effective Onboarding Success Plan for new customers to capture their key success criteria, and assist them in achieving their targets successfully. It provides a structure for you and your team to take a long-term strategic look at how you want to guide and grow your customers. It helps in aligning teams on the customer’s priorities and ensures a smooth transition from one stage to another. Assets (11) included in this solution are Success Plan, Survey, Email Templates (3), and Playbooks (6). 

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

2. Dashboard:

• CSM Dashboard: Admins can install this solution created by Gainsight to create a structured agenda for CSMs 1:1 meetings. It enables CSMs to focus on execution of operations and customer outcomes. You can quickly review a customer portfolio to create a plan for the day. You can take action on customer risk, as revealed through health scores, new NPS® survey responses, and risk CTAs. Assets (10) included in this solution are Dashboards (1) and Reports (9).
• Executive Dashboard: Admins can install this solution created by Gainsight to review the KPIs for the overall performance of your customer success program, including total number of customers, customer stage and ARR. The dashboard supports execs in understanding and comparing the performance of individual teams, and monitoring trends in risk indicators such as health scores and NPS®. You can eliminate inefficiencies in key team operations by closely monitoring key motions. Assets (16) included in this solution are Dashboards (1) and Reports (15).
• CSM Management Dashboard: Admins can install this solution created by Gainsight to review their team’s CTAs, Timeline activities, and renewals to identify the areas of improvement and work on them. You can easily identify the accounts which need your attention if they’re at risk or coming up for renewal. You can ensure that the team meets revenue and renewal goals by tracking the number of customers, ARR, and renewals this quarter for each CSM. You can quickly match up new or unassigned accounts to CSMs with the lowest account load. Assets (12) included in this solution are Dashboards (1) and Reports (11).

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

3. Renewal (newly added):

• Renewal Process: Admins can now install this solution created by Gainsight to ease the process of renewals of accounts with Gainsight. A well-constructed renewals process provides visibility and predictability, helps you build reliable forecasts, and ensures a scalable and consistent approach in the renewal process. For more information, refer to the Overview of Sightline Vault article. Assets (8) included in this solution are CTA (1), Timeline (1), Email Template (3), Playbook (1), and Rules (2).

Use Segment Source in Programs

Segments can be created to fetch a sub-group of customers, relationships, and contacts that meet your selected criteria using source objects. Once the segment is created, Gainsight now allows admins to use it as one of the Source types, to add participants in Programs. For more information on how to create Segments, refer to the Segments article.

Note: Admins can add up to five Segments per program.

Participants can be added from Segments in one of the following two ways:

• Statically: Where all members of the list at the time of selection are added as participants to the Program.
• Dynamically: Where new members who later meet the criteria of the Segment are also added as participants. If the dynamic option is selected, you have access to the scheduler feature to decide when the Segment is queried for new participants. The Scheduler can be configured on a Daily, Weekly, or Monthly schedule, with a Start Date, End Date, and a Preferred Time to run the query. This schedule can also be edited after the Program is published. When the schedule runs, it runs the Segment query for new contacts to be added as participants. Each scheduling options has different selections available:
  • DAILY: The Daily option allows you to select either every week day, or every day.
  • WEEKLY: The Weekly option allows you to select which day of the week you would like to run the query.
  • MONTHLY: The Monthly option allows you to select a specific day within the month to run the query (1st - 31st as well as the Last day of the month). You can also choose to run the query on a timed day of the week such as the 1st Sunday, or 3rd Tuesday of the month.

Notes:

• Segment is refreshed only based on the schedule configured while creating a Segment. It is not refreshed while syncing the segment source.
• Admins cannot add Segments as a source type if the User is selected as a Program Type while creating a new Program.
• Segment records are filtered based on the relationship type selected in the program.

New Location for Email Validator

Previously, the Email Validator page was a separate tab under Administration > Email Configuration, along with the Compliance and Inbound Emails tabs. As part of our redesign, Gainsight created a separate page for the Email Validator to help customers find the right configuration easily. The existing design and functionality of the Email Validator page remains unchanged. 
The new navigation path for the Email Validator page is: Administration > Email Validator.

Enhanced UI to Build People Maps

CSMs can now drag and drop a person from the new Add People To Map field’s search results to the Person card, to add the person as Manager, Direct Report or Influencer in the map.

You can now search for a person in the newly added View Hierarchy of field to view the person’s hierarchy in the map. Previously, there was only one field to search for a Person. You can view this change in C360 > Person page.

Introducing Advanced Scheduler in Data Designer

Earlier, the minimum time period between Data Space refresh was 24 hours (Daily), but Data Designer is introducing an Advanced Scheduler which uses Cron Expressions to refresh the Data Space. This enables you to refresh the data more frequently, compared to the existing (Basic) scheduler. And, Advanced Scheduler also addresses some of the advanced use cases including refreshing the Data Spaces as frequently as every two hours, or on a less frequent basis to match business processes, such as on the 1st and 15th of the month.

Note: The minimum time period between data space runs is two hours.

To use this enhancement:

Important: The functionality of this enhancement is explained below assuming that you have already created a Dataset in Data Designer and saved it as universally available. For information on how to create a Dataset, refer to the Create Datasets in Data Designer article.

1. Navigate to Administration > Data Designer. You can see the existing list of designs, click the design you wish to set up the Advanced Scheduler.
2. Navigate to the Configure tab and enable Do you want to refresh this Dataspace at regular interval? toggle button.
3. From the Schedule Type dropdown list, select Advanced.
4. Input the cron expression in the Enter Cron Expression text box. For information on how to input the cron expression, refer to the Cron Expression for Advanced Scheduler in Data Designer article.
   
   Cron Expression: This is a string comprising 6 or 7 fields that are separated by spaces and defines the details of a schedule. Each field represents a sub-expression and allows only specific values. These values combined with special characters define the schedule.
5. Select the Start Date and End Date.
6. Set the required Time Zone from the Select Time Zone dropdown list.

Map SFDC Picklist to Gainsight’s Dropdown List in Data Designer

Previously, while pulling data from Salesforce to Gainsight, Data Designer always converted the data in Picklist to String. However, because of this conversion, the Picklist behaviour was lost in Filters and Global Filters, and every time a user wanted to apply a global filter, users had to remember the value and search for it. To address this issue, Data Designer is now enhanced to identify the Picklist data coming from Salesforce, and allow users to map this Picklist data to the Dropdown List in Gainsight. 

Note: This enhancement is applicable to both Picklist and Multi-select Picklist data.

To use this enhancement:

Prerequisite: Before you map the Salesforce Picklist to Gainsight’s Dropdown list, ensure that you have already created an equivalent Dropdown list in Gainsight. If you have not created an equivalent MDA Dropdown in Gainsight and mapped to the required Salesforce Picklist, the values are shown as null. For more information on how to create a Dropdown/Multi-select Dropdown list, refer to the Dropdown List and Multi Select Dropdown List article.

Important: The functionality of this enhancement is explained below assuming that you have already created a Dataset in Data Designer, using Salesforce as the Data Source. For information on how to create a Dataset, refer to the Create Datasets in Data Designer article.

1. Navigate to Administration > Data Designer. You can see the existing list of designs, click the design you wish to set-up the Salesforce Picklist in Data Designer. 
2. Navigate to the Preparation tab. For more information on the Preparation details, refer to the Preparation Details in Data Designer article.
3. Click the Edit icon (or) click Options, and then click Edit to edit a dataset. You will be landed on the page where you can see Fields, Filters and Summary tabs.
4. If the Salesforce Picklist field you wish to set-up has already been added to the dataset, click the Settings icon in the right corner. For more information on how to add fields to a dataset, refer to the Preparation Details in Data Designer article.
5. Enable the Convert to Picklist toggle button.
6. Select the required dropdown list from the Map to MDA Dropdown List. 
   Note: If you have not created an equivalent MDA Dropdown in Gainsight and mapped to the required Salesforce Picklist, the values are shown as null.
7. Click Save.

Once the setup is complete, users can now see the Picklists in Gainsight’s Filters and Global Filters.

 Add Profile Picture for Gainsight Users

Admins can now add profile pictures while adding users manually from the User Management page. Admins can also update or remove the existing picture of any user from this page. 

Gainsight users can also add, replace, and remove profile pictures from their profiles on the My Profile page.

For Admins to make changes, navigate to Administration > User Management > Add Users Manually page and update profile picture, as required. The same action can be performed by editing an existing user profile.

For more information, refer to the User Management article.

To see this enhancement for users, navigate to the My Profile page and update profile picture, as required.

For more information, refer to the My Profile Settings for Users article.

Notes:

• You can see the updated Profile Picture for a user in the User List, Edit User, and My Profile page only but Gainsight applications (Example: Cockpit, Timeline, etc.) are not supported to display the picture of each user. This support will be available through future release.
• Support of syncing profile pictures for Salesforce users to Gainsight users through Salesforce Connector is not available now but will be supported through future release.

User License Provisioning

Admins can now view and manage user license type (Full and Viewer) in the User Management or User Details page. For existing users, licenses are assigned based on their assigned permission bundles. Previously, there was no option to view or manage User license type in the Gainsight application. Navigate to Administration > User Management to view this change. Following are the features of the User licensing feature:

• View and manage User licenses in the User Management or User Details page.
• Filter users based on License Type in the User Management page.
• Assign or reassign User licenses for multiple users in the User Management page.
• Assign licenses through uploading a CSV file in the User Management page.
• Assign licenses through an external system (for example,  Salesforce Connector) in the User Management page.
• Create reports on license type in Report Builder.

Note: Unlicensed license type is assigned to existing users who do not have any permission bundles assigned to them. While uploading users through CSV, if no license type or invalid license type is present in the License Type field in CSV, then the users will be assigned with Unlicensed license type.

For more information, refer to the User License Management and FAQs articles.