Gainsight NXT Patch Release Notes: Version 6.26.X series

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.

 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: 

• For more information about the changes in Rules Engine due to Horizon Experience, refer to the Rules Engine List View, Timeline View, and Rule Chain View article.
• For more information on how to simplify the process of scheduling groups of related Bionic rules that must run in a particular sequence Rule Chain article.

  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.

IMPORTANT:

• 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.

Cockpit

​ 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.

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.