Gainsight NXT Release Notes 6.30 December 2021

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Gainsight Release Notes Version 6.30 contains the following subsections:

Announcements: section describes important changes to the application that are implemented now or will be in the near future.
New: introductions and modifications in every release.
Enhancements (per module): improvements made in the existing product capabilities.

Notes:

From V6.25 release, a few changes have been implemented in the Release Notes structure. The modules are now categorized based on the following four product areas: Customer Success (CS), Customer Experience (CX), Revenue Optimization (RO), and Platform. The information/modules in each category is/are in alphabetical order. This is to ensure that the information in the release notes is more organized and easily searchable/consumable by our customers.
The GIFs in this document are 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 to the following image.
: This symbol indicates that an enhancement originated as a customer suggestion on the Gainsight Community.
: This symbol indicates that the enhancement was made as part of the Horizon Experience (H) project.
: This symbol indicates that an enhancement can be viewed only after the admin configures it in the product and makes it available for the end-users/CSMs.

Announcements

Monitor CX Metrics Efficiently with Survey Settings

We are excited to announce our upcoming new functionality called Survey Settings that would determine how NPS® and CSAT are calculated within Gainsight. Please note that a change in NPS® and CSAT values will be noticed once the default settings take effect. For more information, refer to the Surveys section in this article.

Enhancements

Customer Success (CS)

Gainsight CS makes customers your best growth engine. Get a comprehensive view of your customers, understand trends and risks, and empower your team to scale with proven actions that deliver outcomes.

Adoption Explorer

Click here to expand for more information on Adoption Explorer: Adoption Explorer (AE) helps manage your customer’s usage data in the Gainsight environment, and surfaces the most relevant view of usage data across your customer base.
AE offers powerful segmentation capabilities to manage multiple product lines, more robust control of aggregations and calculations, and re-imagined visualizations to surface deep insights.
Customer’s usage data at Company and/or Person level can be stored with their entitlements on a daily and weekly level. Using the ingested data, admins can define new derived fields without the need of a Rules Engine.

Support for Google Analytics 4 Profile in Adoption Explorer

IMPORTANT: The following enhancement will be available in your orgs from December 23, 2021.

Gainsight now supports the Google Analytics 4 (or GA4) profile in Adoption Explorer. If you are tracking analytics for your web or mobile application using GA4, the usage data can be imported to Adoption Explorer objects.

Note: Adoption Explorer continues to support properties from the older version of Google Analytics as well.

For information on how to configure Adoption Explorer Objects with Google Analytics as source, refer to the Configure Adoption Explorer Objects article.

Download Archived Data from Adoption Explorer

IMPORTANT: The following enhancement will be available in your orgs from December 23, 2021.

Admins can now download the historical usage data that is archived in Adoption Explorer for all the available time series objects or the selected time series object(s). For information on how to download archived data, refer to the Archive Usage Data in Objects section.

IMPORTANT:

Admins can download the data that has been archived in the last 180 days.
Adoption Explorer allows you to download archived data for four times in a month.

Success Snapshots

Click here to expand for more information on Success Snapshots: Success Snapshots 2.0 enables admins to generate Powerpoint presentations with customer data and graphs from Gainsight, using your own customized presentation (business review deck) uploaded to the Success Snapshot repository, and help CSMs run their customer meetings (such as EBRs and QBRs). Once a Success Snapshot template is created and saved, CSMs will be able to export them from C360 and R360 pages respectively.
Check out the Admin and End User courses to see how Success Snapshots can save your team time creating presentations with customer data from Gainsight!

Custom Styles for Tabular Reports in Success Snapshot

Admins can now create and apply custom styles to Tabular Reports in the Success Snapshot template. This enhancement helps admins to maintain format consistency in the exported Success Snapshots.

Admins can perform the following actions using the Table Styles option:

Create, customize, and save table styles.
Select and apply a table style to all Tabular Reports in one go.
Customize table style for a specific Tabular Report.

For more information on customization options for table styles, refer to the Table Styles in Success Snapshot article.

Scorecards

Click here to expand for more information on Scorecards: Gainsight Scorecards allow you to track multiple dimensions of a customer’s health and also provide you the ability to report on recorded dimensions. Each dimension in a Scorecard is known as a Measure. You can use multiple Measures to track various aspects of a Customer’s health. With Scorecards, you can set a score for each Measure either manually or automatically through the Rules Engine. Scorecards provide you with the flexibility of using numbers, letters, or colors as grading schemes.

Scorecard section in C360 pending enhancements

Admins can now configure and select the default activity type and subject. To configure the default activity type:

Navigate to Administration > Scorecard. The Scorecard window is displayed.
Click the Scheme settings icon. The Settings window is displayed.
Update the required details.
Click Save.

For more information on how to configure and select default activity type and subject, refer to the Configure Scorecard Schemes article.

When CSMs renews/updates the score and select the Log Activity from manual measures, the timeline composer auto populates the default value.

For more information about how to log an activity, refer to the Log an Activities section in the View and Update Scorecard in 360 article.

Progressive filled circles depending on the score value for measure group and overall scorecards with numeric scheme.

Customer Experience (CX)

Gainsight CX is a customer experience management solution that combines surveys, journey orchestration, and analytics to help businesses provide a best-in-class experience to their customers.

Surveys

Click here to expand for more information on Surveys: With Surveys, you can create highly customized surveys that capture customer insights and transform them into actionable next steps for your organization. You can easily create multi-page surveys with a variety of question types, including multiple choice, matrix, and a standard NPS® question type. Surveys give admins the ability to design and distribute surveys in Gainsight without a dependency on sites or features.

Global Settings for Surveys

Previously there was no option for admins to define standard settings for the NPS® and CSAT attributes in Gainsight. The Global Settings for Surveys helps admins to control how these attributes are calculated/viewed across the application.

IMPORTANT: You will notice a change in the NPS® and CSAT values once the default settings take effect. For information on default settings, refer to the Survey Settings FAQs article.

Following are the key benefits of this feature:

Admins can select a time period to aggregate the survey responses.
Note: The default value for Time Period is Current Half Year.
Admins can either Include All Surveys to enhance the relationship level responses to an overall company level NPS®/CSAT or Choose Surveys from the existing NPS® and CSAT surveys to explicitly choose specific surveys that you want to include in the NPS®/CSAT value. This impacts the Historical Trend history in the Gainsight Home, Overall NPS® Analytics and Surveys section in C360.
Admins can choose to carry forward the previous NPS® and CSAT values when there are no new survey responses.

Admins can navigate to Administration > Customer Experience > Surveys to configure the global settings for surveys. For more information, refer to the Global Settings for Surveys article.

Platform

Gainsight’s Platform turns customer success into a significant competitive advantage for your company. Reflect the nuances of customer relationships, intuitively surface insights, and accelerate your efforts with built-in best practices.

Connectors

Click here to expand for more information on Connectors: Connectors are integrations that are offered out of the box for you to connect the varied data sources and sync up information into Gainsight.

Connectors 2.0 Horizon Experience Enhancements

Direct Mapping and Derived Mapping sections are now added under the Scheduled Fields tab in the Add to Destination.
Get notifications on job statuses that you have selected. For more information on job notifications, refer to the Configuration of Job or Job Chain guide.

Issues Addressed

Module	Summary
Journey Orchestrator	Users were previously unable to access company person lookup data in the Email logs v2 object. This issue is now resolved.
	Previously, the AO Analytics object displayed a null value for the Open Rate field, even when this did not accurately reflect the corresponding open count data. This issue is now resolved.
	The AO Analytics, AO Emails, Email logs, and Email logs V2 objects previously displayed a discrepancy in open and click counts. This issue is now resolved.
User Management	Previously, Picklist was not supporting Logged in user attribute as a source in Data Permission > Resources > Conditional READ/WRITE Access section. This issue is now resolved.
	When a user creates a required field in the User object, it is not marked with an asterisk symbol in the User Management in a few tenants. This issue is now resolved.
	Admin was unable to save a user in the User Management page due to a console error. This issue is now resolved.
	When the Admins edit any user, the columns selected in the User Management page disappear. This issue is now resolved.

Additional Resources

For more information about the previous or upcoming major release versions/dates, refer to the Gainsight NXT Release Process [updated for 2022] article.