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Gainsight Inc.

Gainsight NXT Patch Release Notes: Version 6.26.X series

This document contains information about announcements, new functionalities, or issues that were resolved in patch releases of the 6.26.1 version.

Version 6.26.1 (Patch), July 14, 2021 

Gainsight Patch Release Notes Version 6.26.1 contains the following subsections:

  1. Announcements: Describes important changes to the application that are implemented now or will be in the near future.
  2. Enhancements (per module): Contains improvements made in the existing product capabilities.
  3. Issues Addressed: Contains a list of all the escalations which were resolved in this patch release.


  • 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.

  • playable_gif.png
  • 1._community_logo.png: This symbol indicates that an enhancement originated as a customer suggestion on the Gainsight Community.
  • grey-upgrade.png:  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.
  • Horizon Image.png:  This symbol indicates that the enhancement was made as part of the Horizon Experience (H) project.


We are including these announcements here for your awareness.

New Gainsight Home for CSMs

Gainsight Home is the one-stop workspace for CSMs designed to simplify your day-to-day customer success activities. The new Home page provides you a centralized view of the insights and action items for your portfolio of customer accounts. This reduces the number of clicks to perform actions, eliminates the need to wait for pages to load and reduces switching between multiple browser tabs.

Admins can configure and publish Gainsight Home by navigating to the Administration > Gainsight Home. You can select Gainsight Recommended Home configuration or customize Home with the following widgets: 

  • Summary Ribbon widget 
  • My Portfolio widget
  • Adoption Explorer widget
  • Timeline widget
  • Cockpit widget
  • Customer Experience widget
  • Renewal Center widget
  • Reporting widget
  • Scorecard widget
  • Standard widget

For more information on how admins configure Gainsight Home, refer to the Configure Gainsight Home article.

CSMs can view Gainsight Home as their home page only after an admin publishes it. CSMs can then personalize Gainsight Home based on their workflow requirements. For more information, refer to the Personalize Gainsight Home section of the Gainsight Home for CSMs article.

CSMs are notified via an in-app notification when an admin publishes an update to Gainsight Home. CSMs can click on the link provided in the notification to preview the changes done by the admin before accepting the layout. For more information, refer to the In-App Notification Settings section of the Gainsight Home for CSMs article.

For more information on Gainsight Home, refer to the Gainsight Home Overview article.

Horizon Image.png Rules Engine List View Page and Rule Chain Horizon Experience

Rules Engine is powered by the Gainsight Horizon Experience. The following areas in the Rules Engine module are redesigned to improve its performance and usability:

  • Rules List view 
  • Rule Chain creation 
  • Rule Chain List view 
  • Rule Settings 
  • Rule Scheduling from List view
  • Trigger Rule Chain via an S3 ingest

Additional References

Horizon Image.png grey-upgrade.png Success Plans Horizon Experience

Gainsight has now redesigned the Success Plan, powered by Gainsight Horizon Experience. The new Success Plans simplifies the product and improves the customer experience by adding new enhancements and enhancing existing functionalities.


  • The toggle option to enable Success Plan Horizon Experience is available in the Administrator > Success Plan page. After enabling Success Plan Horizon Experience, customers cannot roll back to the Old Success Plan.

  • If customers choose NOT to upgrade existing Success Plan to Horizon Experience, they will have 60 days time (from July 03, 2021) to continue the experience with existing Success Plan and familiarize with the upgrade through various related articles listed here. After 60 days, all customers are automatically upgraded to Success Plan Horizon Experience. For more information about what's new in the Horizon Experience in Success Plan, refer here.

The following functionalities are added to the new Success Plan, which make CSMs more efficient:

  • Dedicated page for Success Plans in the left navigation pane to view Success Plans across all customers and relationships in one place.  

  • Manage the list of Success Plans in the dedicated Success Plans Page and C360 > Success Plan section:

    • Filter the list of Success Plans by its Due date, Owner, Type, and Status. You can save the filters as a custom view.
    • Create custom views to quickly see a specific set of Success Plans with predefined filters based on the Due Date, Owner, Type, and Status.
    • Group the list of Success Plans by Plan Name, Plan Type, Plan Status, Due Date, etc.
  • In the Gantt Chart, users can:

    • Manually add dependencies between the end date of an objective/task and the start date of another objective/task.
    • Drag and drop objectives/tasks bars to change start dates and due dates.
  • Configure custom statuses for a Success Plan from the admin page.

  • In the Success Plans templates, configure dependencies between the end date of an Objective and the start date of another Objective.

  • Horizon experience in list view and detailed view of Success Plans in C360 and in the new dedicated pages.

  • In Rules Engine, apply multiple templates when creating a Success Plan using the Load to Success Plans action type.



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 surface 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 Rules Engine.

Adoption Explorer Layouts in Gainsight Dashboards

IMPORTANT: The customers onboarded to Horizon Analytics Dashboards can only access this enhancement. For more information on the release of this feature, refer to the Horizon Analytics Dashboards section in the v6.22 Feb 2021 Release Notes.

Admins can now add the Usage Reports in Adoption Explorer Layouts as a widget to the Gainsight Dashboard from the Dashboard Builder > Settings > Adoption Explorer > Add Widget page. 

Limitation: User state preservation is not honored for Adoption Explorer widgets on Dashboards.

Additional References

Note: Only freeform layouts can be added as widget/s to the Dashboard.

Example Business Use Case: A CSM wants to view the usage report of the top 10 users of a product, including other reports built-in Horizon Analytics (new Report Builder), in a single dashboard.


 Click here to expand for more information on Cockpit

Cockpit is the CSM/AM team's home base for viewing and managing key customer activities. The backbone of Cockpit are Gainsight system alerts called Calls to Action (CTA). Call to action types, their associated tasks, and the Cockpit view can be customized by Admins to suit your business needs.
Note: Share this updated elearning on Cockpit & Playbooks with your Gainsight users.

Enhancements in Cockpit Horizon Experience 

The following enhancements are added in the Cockpit list view and admin page based on the customers feedback to improve the CSMs experience:

  • CSMs now have a better control over column width which helps them to view more fields in a smaller screen. The adjusted column width is preserved, when the user refreshes the page or re-logins into Cockpit.

  • Sort the CTAs and tasks by the Next Task Due Date (renamed as Next Action Due Date). When a CTA has no task, the Next Action Due Date field displays the CTA’s due date.


  • View and select separate lists for Admin Views and Custom Views in the View dropdown.


  • Quickly view the overdue tasks in a CTA by hovering over the Overdue icon.


  • Users' changes to columns (such as sorting/grouping of columns and change of positions) on Admin View are preserved. Users can reset the preserved Admin View back to what admin had configured from the Cockpit list view page.


Similarly, admins can also reset the modified Admin View by a user for all users from the Administration > Cockpit > CTA page.


CX Center

 Click here to expand for more information on CX Center

Customer Experience Center makes it easier for users to collect and analyze 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 recommend necessary steps to increase product usability. 

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

Expanded Viewer+ Analytics License Type Support in CX Center 

Support for Viewer+ Analytics license type in CX Center is now expanded. In the Share View > Give access to specific people section, the following new functionalities are added:

  • Users with Full License type can search for Viewer+ Analytics license type users and can assign View access. 

  • When a User Group has Admin access, all Full License type users in that group are automatically upgraded to Admin access from View or Edit access.

  • The license type is displayed after the user name in the Who has access section.

  • Email notifications are sent to users with Full and Viewer+ Analytics license types only.

Issues Addressed

The following table has the list of all the escalations which were resolved in this patch release.

Module Summary
Cockpit Some users were not able to deselect the ‘Send separate emails’ option, while sending email (including Company level tokens) from the Email Assist feature. This issue is now resolved.
Cockpit Some users were not able to preview the email, when including multiple recipients with different naming conventions in the email. This issue is now resolved.
GS Assist Previously, users were unable to access the Gainsight Assist Gmail Plug-in through Salesforce. This error arises since two users have the same name; with one user being Active, the other is inactive. This issue is now resolved, and the active user will be able to log in.
Scorecards When users prefiltered the rules engine query to achieve the result for Measure Name = "Overall Score (Account)", the system resulted in a No Result error. The issue is now resolved.
Scorecards When an exception was set on a measure which was not part of any group and had zero weightage, the exception was not being honored when the score was set via rule. This issue is now resolved.
Success Plan Some users were not able to change the due date of the Objective CTA, when they were using ‘Chinese (Hong Kong SAR China)’ locale. This issue is now resolved.
Timeline When the < symbol was used in a Scorecard comment created from Rules engine, the same did not appear in the Timeline Activity Notes. This issue is now resolved.
Journey Orchestrator Previously, users were unable to create a calculated field with a picklist in the Show Me fields. This error is arising when the user selects the Status field from the campaign member object. This issue is now resolved, and users can now create Calculated fields with picklist values.
Journey Orchestrator Previously,  users could not move in the correct path when they clicked on the Conditional Wait links that contain events. This issue is now resolved, and participants are moving in the proper flow.

Previous Version Details

Gainsight team works hard to provide new features, enhancements, and fix bugs. This section provides details of the work done in the previous release, these releases can either be patch or a scheduled major release.

Date Release Number Description
26 June 2021 [NXT] V6.26 Gainsight NXT Release Notes 6.26 July 2021

Additional Resources