Gainsight NXT Release Notes 6.15 June 2020

Enable/Disable Notification Preferences

The Data Designer Configure tab is enhanced with new functionality called Notification Preferences. You can now enable/disable the Notification Preferences toggle. Once you enable this option, the logged-in user receives an Email Notification with the Execution Summary for that particular Data Design on every run (as configured in Schedule section). If required, you can also include additional email addresses to send the Success and/or Failure notifications to those emails.

Sample Notification Email

You can see the detailed execution information of the Data Design in the Notification Email

Trigger Survey In-app Engagements Using Programs

Previously, only Dialog, Slider, and Guide engagements were supported for triggering a Gainsight PX in-app engagement from a Program. However, Gainsight now supports triggering PX Survey in-app engagements to help customers achieve a unified customer engagement strategy by leveraging the best of both the JO and PX applications.

With Gainsight PX and Gainsight Surveys integration, all of your PX Survey Engagement responses are accessible from Gainsight CS in real-time. For more information on how to integrate Gainsight PX with Gainsight’s Surveys, refer to the Gainsight PX Integration with Survey article. 

All the PX Survey engagements that are marked as Triggered by Journey Orchestrator are imported into Surveys and then available in the Survey dropdown option while creating a Program. For more information on the tasks to be performed in Gainsight PX, refer to the Tasks Performed in Gainsight PX section.

The PX surveys can be used in the Survey Email as well as in the Reminder Step of a survey program, and distributed either through Email/PX in-app Engagement. If the PX Engagement option is used in the survey step, then the Reminder step can only be sent through the email channel. To send a reminder through PX Engagement, the survey step must be Email.

Note: PX Survey in-app engagements cannot be triggered in the Email Chain program model.

Business Use Case:

• CS admin wants to send an in-app NPS® survey and if not responded then wants to send an email reminder.
• Support team wants to send an in-app CSAT survey after the support ticket is closed.

Prerequisites:

The following are the prerequisites to use this feature:

• Customers must have subscriptions for both the Gainsight Journey Orchestrator module in the CS application and also the Gainsight PX application.
• Configure the PX Connector in the Gainsight CS application. For more information, refer to the Gainsight PX Connector article.

For more information on how PX Survey engagements are triggered by Programs, refer to the Trigger PX In-app Engagements from Journey Orchestrator article.

Dynamic Forecast Period

Gainsight introduces dynamic filters to select your Forecast Period. You can now select Current Quarter, Next Quarter, Current Month, or Next 120 Days forecast periods. You can now also select exact date ranges. 

Note: Fiscal Year, Fiscal Quarter and the starting day of the week honors the configuration saved in Administration > Application Settings.

Take Action on Analysis

Gainsight now brings in a detailed view of opportunities on all charts in the Analyze tab. Previously, you could see a pop-up window while clicking on the opportunity stages with no further drill down option. Now you can see the details of opportunities of the selected stage listed in a side window. You can further drill down to the details of each opportunity, update the forecast, use Timeline to take down action items, @mention teammates, and create tasks to help you win the renewal. 

Renewals Due Chart

Gainsight now introduces the Renewals Due Chart that provides a visual representation of the opportunities that are due for renewal. You can now view and take action on opportunities that may not be progressing appropriately given when it's due and the current stage.

The chart data varies with the filter criteria of the Forecast Period that you select such that you can see the next level of date granularity. For example: when you select the fiscal year 2019, the chart shows the data for four quarters in the year 2019, and when you select the May month, the chart shows the data for the calendar weeks in May.

You can click on the opportunity stages to view the list of opportunities and then drill down to each opportunity and take actions.

Notes:

• The chart can show a maximum of 12 bars of data.
• If the data for the selected Forecast Period stretches beyond 12 bars, then the chart is displayed in terms of the subsequent level of period granularity. For example, if you select five years, then the chart shows five bars each representing a year instead of showing 20 quarters.
• The amount shown on each bar is the sum of Target Amounts of all the opportunities in the given period.

Late Renewals Chart

Gainsight now introduces a Late Renewal Chart in addition to the Analyze tab charts available. The chart gives a categorized view of the opportunities with Close Date after the renewal Due Date. Each bar of the chart shows the opportunities that were delayed by a certain number of week(s). The first bar shows the opportunities late by a week, the second bar shows the opportunities delayed by two weeks and so on.

Click on the opportunity stage on the chart to view the list of opportunities and then drill down to each opportunity and take actions.

View details of the KPIs in Summary and Actuals Listing

You can now drill through all the KPI's in the Summary and Actuals listing to see the details of the opportunities that make up the numbers. You can also perform edit operations in the opportunity details. 

Your Forecast Replaced with Separate Renewal and Upsell Forecasts

You now have a separate view of Renewal and Upsell Forecasts in the Summary. Gainsight Forecast only includes renewals to be comparable with Renewals Due and Renewal Forecast. Forecast scenarios are provided based on how your company has decided to roll up opportunities by Forecast Categories and Probability. Separating Renewal and Upsell forecasts make it easier to see what goes into Gross Renewal and Net Renewal rates. 

Gross Renewal Rate shows how much of the Renewals Due is forecasted to be retained. This accounts for churn. It is the Renewal Forecast divided by Renewals Due.

Net Renewal Rate is the rate at which customers are renewing and expanding. It is the Renewal and Upsell Forecasts divided by Renewals Due.

Delete GS Opportunity Records from Renewal Center Data Operations

You can now delete Opportunity Records from GS Opportunity. You can use this operation if Connector or Rules criteria has changed to sync fewer opportunities. This also removes the opportunity from Data Science history. However, this operation does not delete opportunity records from your CRM or related Timeline entries. 

To use this enhancement:

1. Navigate to Renewal Center > Renewal Center Configurations.
2. Click Data Operations from the left pane.
3. Select the opportunity records to be deleted and click Delete.

Related:

Automatically Synchronize Opportunity Deletes from Salesforce - Gainsight allows you to delete Opportunities from the GS Opportunity object during sync. This ensures that Gainsight data is always in sync with Salesforce and you don’t need to manually delete opportunities from Gainsight. 

Person Resolution Key Configuration

Admins can now select unique identifiers known as Resolution keys for person records from the fields of the Person object. These keys are used to identify unique Person records in Gainsight, while inserting new records or updating existing records in the Person object, through any data ingestion channel in Gainsight. These keys are honored across all of the Gainsight data ingestion channels, such as Salesforce Connector, Bulk Person upload through CSV, uploading People through Rules, etc.

Earlier, only the Email field from the Person object was identified by the system as a unique identifier. A new tab, Resolution Key Configuration, is now added to the Administration > Person page to select unique identifiers for person records. A maximum of three fields can be selected as resolution keys.

Use case: Customers may be using other attributes (Ex: External Id) besides Email to identify contacts in other systems, and may want to apply the same configuration in Gainsight to identify person records. Admins can use any field from the Person object as the Resolution key. 

There are major sections in the Resolution Key Configuration:

1. Select Field: Add fields from the Person object to identify Resolution keys.
2. Check Dependencies: This page displays the list of all the dependent ingestion channels into the Person object (Ex: Upload People through CSV, multiple Rules with Load to People Action, Salesforce Connector, etc.)
3. Review Data: If there are any duplicate person records found while checking in the system, this page shows the Download button to download the duplicate records in a CSV file. You can check the duplicate person records in the CSV file and navigate to the Data Operations page, either to delete or edit them. If the person records are synced from SFDC Contact object through Salesforce Connector, It is strongly recommended to edit or delete the person records at the source (SFDC) to prevent overwriting the changes in Gainsight.

For more information on the Resolution Key Configuration, refer to the People Management article.

Increased Field Limit in the Person CHART VIEW Configuration

Admins can now add a maximum of four fields instead of three in the C360 Layouts > Person > CHART VIEW tab, and the added fields are displayed in the Person Widget of People Maps.

Note: This enhancement is also applicable to Shared C360 Layouts > Person > CHART VIEW tab.

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

You can see in the below image that four fields such as Name, Email, Role, and Country are displayed in the Person widget in People Maps.

Scorecard Workflow Updated for Clarity and Efficiency

The Scorecard configuration UI is now enhanced to make scorecards more intuitive and easier to set up. To see the updated UI, navigate to Administration > Health Scoring > Scorecard. The new design has, updated UI elements for improved readability and a few distinct enhancements:

1. Dropdown Field for Company and Relationship Scorecards: On the Scorecard configuration page, we have separated the relationship and company scorecard configurations to declutter information and ease consumption. Admins can now select to see only Company or Relationship related items using a dropdown field at the top of the page.

2. Separate Tab for Measure Groups: Admins can now view, create, edit, and delete Measure Groups from the Measure Groups tab during Scorecard configuration.

This tab gives admins more direct control over Measure Groups and emphasizes their importance to Scorecard configuration.

Previously, admins selected measures to include in a group when configuring the associated scorecard. Now, when admins create a Measure Group, they must add all of the measures they want to include in the group across all scorecards. When they add the Measure Group to a specific scorecard, they can choose the measures from the group they want to include for that card.

For more information on the Scorecard configuration workflow, refer to the Configure Scorecards (Path).

Measure Weight Calculation Updated to be more Intuitive

Previously, admins configured weights at the individual measure level. This meant admins had to test weight configurations for individual measures in order to get the group measure percentage they wanted. It also meant if individual measures became NA, the weights for each measure group would change. Now admins can configure the weight of the measure group to the overall score, as well as the weight of each individual measure within the group. This means, instead of directly impacting the overall score, individual measure scores contribute to the group score, which then contributes to the overall health score. If individual measures become NA, their percentage is redistributed within the group and the measure group percentage remains the same. If all of the measures in the group become NA, then the group’s percentage is redistributed among other groups according to the same ratio as their existing percentages.

Create Exceptions at Group Level

Previously, admins could only configure Exceptions for a Scorecard’s Overall Score. This limited their ability to control how a score is set for measure groups beyond weighted individual measures. Now, admins can add Exceptions for measure groups as well as use conditions based on measure groups when configuring exceptions for the Overall Score. This gives them more granular control over measure group scores and the Overall Score. Only the measures within a particular group can be used to create an exception for the group.
Note: This enhancement must be enabled via an admin feature toggle. For more information on this process, refer to Enable Measure Weight Enhancements.

To add an Exception to a measure group, take the following steps:

1. Navigate to Administration > Health Scoring > Scorecard > Scorecards > click to edit an existing scorecard > Configuration.
2. Click Exceptions. The Configure Exceptions window is displayed.
3. Click +Add Exception.
4. Select the relevant measure group from the Applies To dropdown field.

5. Define the Exception Rules.
6. Click Save.

For more information on configuring Exceptions, refer to the Exceptions in Scorecards article.

Create, Update, Fetch CTA’s, and Get CTA Configurations using API's

Gainsight now enables users to create and update CTAs, and also fetch CTA details and get CTA configurations using Cockpit Rest API’s. Not all teams who benefit from accessing CTA’s always use Gainsight. They have systems of their choice that they use a lot and will expect Gainsight to integrate better with them. Customers who have the development resources can use the APIs to build tighter and more customized integrations between Gainsight and other systems they use. These APIs give users the capability to integrate Cockpit data and build out these workflows in other systems.

Business Use Cases: 

• Finance team wants to create a CTA for the CSM if a customer has not made a payment from the system they use, for example, Salesforce/Zuora. 
• When a user closes a case in Salesforce, they want to show the user a list of all the CTA’s which are associated with the case. And also, the user should select the CTA’s they want to close along with the case.
• Export and Refresh Risk CTA Data in an Excel/Google sheet viewed by executives.
• As an admin, I want to send notifications to CSMs about upcoming CTAs and CTAs user’s own using tools such as Workspaces. And we want to enable users to perform simple operations such as updating CTA status, posting comments, or closing a CTA. 

For more information about the details of REST APIs that can be used for creating, updating, and fetching CTAs, refer to the Cockpit API Documentation article.