Gainsight NXT Release Notes 6.33 July 2022

 Preview Data During Source Configuration 

While ingesting data into Adoption Explorer, admins now have the ability to view live data for the selected fields. Previewing the actual data from the source ensures that the right fields are selected for the data ingestion. For more information on the the Preview feature, refer to the Configure Adoption Explorer Objects article.

 Email Templates Version Selection in Send Email Option in Cockpit  

Send Email option in Cockpit now supports selection of a version of email template. CSMs can select the applicable version of Email Template based on the required context.

Business Use Case: If a CSM wants to send an email in multiple languages, admins can create versions of the email template (in each language) and CSM can then select the applicable  one when drafting the email through the Send Email option in Cockpit.

Note: The Email Template version can only be selected from the Send Email option in Cockpit currently, and not as part of Playbooks and Gainsight Assist plugins.

For more information on how to use multi-version email templates, refer to the Send Emails From Cockpit article.

 Tabular Reports in Email Assist 2.0

Email Assist 2.0 and Email Templates now support tabular reports. Admins can configure tabular reports using the report tokens while creating Email Templates. Furthermore, CSMs can add tabular reports using the report tokens while sending emails from Cockpit.

For more information on how to add Tabular Reports, refer to the Send Emails from Cockpit article.

 Self-Service Analytics

Admins can now allow non-admin users to create, edit, and share reports. These actions can be performed only on the data objects to which the CSMs are granted access. Admins need to assign Report Builder Admin or Report Builder User roles by navigating to Administration > Users and Permissions > Permissions Bundles > Analytics Permissions. They can enable users to create dashboards using reports by assigning the Dashboard Builder roles from the same page. The access permissions associated with each of these roles is as follows: 

• Report Builder User: Create, edit and share reports on the objects assigned to them by their admins. 
• Dashboard Builder User: Create private dashboards using reports. The dashboard can be shared with other users individually but cannot be made public.
• Report Builder Admin: Access to all reports and the Settings tab in Reports. They can also view the Report List page as other users. The preferred user can be selected from the Viewing As dropdown on the list view page
• Dashboard Builder Admin: Create and assign dashboards. They can also make the dashboards public.

Once the user roles are assigned, admins need to assign objects to users by navigating to Analytics > Reports > Settings.

 For more information refer to the Configure Self-Service Analytics article.

 My Portfolio Widget in Dashboards

The My Portfolio widget is now available on Dashboards. This widget helps CSMs manage their accounts by listing all the Companies and Relationships at one place. CSMs have the option to edit Company and Relationship attributes inlineor  edit in bulk using the Mass Edit option. 

Admins need to select the My Portfolio widget from the Standard Widgets section and add it to the layout while creating dashboards. They have the option to show or hide the Company and Relationship tabs for end-users. This widget is also available while creating global filters for Dashboard.

 Receive Personalized Notifications in Microsoft Teams 

Gainsight Sally in Microsoft Teams now sends you personalized notifications. These help to keep you informed on CTAs, Tasks, and upcoming renewals. 

Sally sends the following notifications in a targeted and proactive manner at regular intervals:

• CTAs/Tasks Due Notification: These notifications consist of information related to CTAs/Tasks that are due today.
• CTAs/Tasks Overdue Notification: These notifications consist of information related to CTAs/Tasks that are overdue.
• Upcoming Renewals: These notifications remind the users about customer renewals due in the next 90 days.

Notes: 

• You must be an active licensed Gainsight user to receive these notifications.
• You must follow a Company to receive notifications related to it.

For more information on personalized notifications in Microsoft Teams, refer to the Gainsight Notifications in Microsoft Teams article.

 Timeline APIs

The Timeline APIs help you to create, update, and delete Timeline Activities in Gainsight. The following APIs are now available:

• Single Activity Save: This is a POST method API and lets you save an Activity to Timeline.
• Bulk Activity Save: This is a POST method API and lets you save multiple Activities to Timeline.
• Get Status: This is a GET method API and helps you obtain the status of processed bulk records.
• Update: This is a PUT method API and lets you update requested Activities. You can identify the records using ExternalId or ActivityId.
• Delete: This is a DELETE method API and lets you delete Activities from Timeline.
• Fetch Deleted:  This is a POST method API and helps you retrieve a list of deleted Activities in the specified time range.

For more information on Timeline APIs, refer to the Timeline APIs article.

 Improved Sentiment Quality in CX Center

CX Center, powered by Horizon AI provides advanced analytics, including sentiment assessment. However, AI predictions are not usually 100 % accurate. Users can now override the inaccurate sentiments. This also acts as a continuous feedback to our Natural Language Processing (NLP) model to get trained and improve its accuracy. 

For more information on Sentiment Override, refer to the Sentiment Analysis Overview article.

 Introducing Simple Programs in Journey Orchestrator

Design journeys with a single predefined source (CSV, Segment, Data Designer, and Event) and single action type (E-mail and PX engagement) that requires little preparation to enable users to expand their customer experience through automation. 

For more information on Simple Programs, refer to the Journey Orchestrator's New List View article.

 Search and Filter Capabilities in Program and Schedule Tabs

Admins can now search for programs in the Schedule and Program tab using the respective name.The following filters are introduced to the Program and Schedule tab:

• Status
• Model
• Type 
• Source

For more information on Program search, refer to the Journey Orchestrator's New List View  article.

 Source Column Added in Program and Schedule Tabs 

A Source column is added to the Program tab which helps Admins view the source (Segment, CSV, Data Designer, Event, or Query builder) selected for the respective programs. Admins can also use this column to filter the Program tab or Schedule tab based on the source of the program.

For more information on Program Sources, refer to the Journey Orchestrator's New List View  article.

 Update Number of Rows in Email Body

Admins now have the ability to select the maximum number of rows (20, 50, or 100)  displayed in the email body of JO reports.
For more information on the above process, refer to the Email Reports through Simple Program  article.

 Multiple CSAT Questions in Gainsight Surveys 

Admins can now create a single survey with multiple CSAT questions.

For more information, refer to the CSAT section in the Survey Design articles.

 Simplification of Renewal Center Filters Configuration

Gainsight has enhanced the user experience for Renewal Center filters. This helps users to configure the filters effortlessly. All the applied filters are visible up front and can be modified easily. Users can also save the filters as views for quick access.

 Formula Fields in Renewal Center

Renewal Center now supports formula fields to provide admins the flexibility to make it easier for their CSMs to forecast. This enhancement eliminates the necessity of managing more rules, and helps to view the updates in real-time.

Business Use Case: If a CSM wants to forecast churn, admin can create a formula field for Renewals Forecast (Renewals Due - Churn). CSM needs to update only the churn values, and the Renewals Forecast field will be calculated in real-time.

Note: Formula field support also extends to Salesforce synced GS orgs. Any update in the GS opportunity object will reflect in the Salesforce opportunity object.

 Configure Email Notifications for Lead Creation and Lead Update

Users can now send email notifications that contain the new and updated lead details to the lead owner. Admins can enable the email notifications by navigating to Administration > Leads > Email Communication. Users can initiate automated emails when they create or update leads. Lead owners also receive an email notification when new leads are assigned to them.

For more information on how to configure email notifications, refer to the Configure Email Notifications section of the Configure Leads article.

 Authorize Salesforce Connection from the Lead Section

Users need to authorize their Salesforce connection as a mandatory step before creating leads. You can now authorize the connection from the Create Lead page without having to navigate to My Profile. Authorization is prompted when you click Create Lead. Select the Salesforce connection and provide your login credentials to complete the authorization process.

Note: The authorization step is applicable only for Logged-in users with the Sync with Salesforce option.

 Execution Logs in Connectors

Admins can now view the detailed execution logs for each job run (manual or scheduled). This helps admins to figure out what went wrong and fix the connector job configuration appropriately. For more information on Execution Logs, refer to the Activity Page article.

 Added Cases Out Of the Box Job

For all new customers, Gainsight has now enabled the Cases Out of the Box (OOB) job for Salesforce, Zendesk, Freshdesk, and Servicenow connectors. This OOB job helps to sync the ticket information from the respective external applications. Customers need to schedule the Job to fetch the data at regular intervals.

Note: To support this OOB job, four new objects (Case, Case Associations, Case Level CTA, Case Organization Mapper) are added.

 X-Org Support for Data Designer 

X-Org now supports Data Designer. X-Org helps to migrate configuration and assets from a source org to a target org. For example, migrate a custom object's Schema, Reports, Rules, Playbook and Data Design assets from a source org to a target org.

 New Formulas in Data Designer

Data Designer is a leader in data preparation and transformation in Gainsight. Keeping up with the trend Data Designer now introduces a list of new Data Preparation Formulas: 

• Data Type Conversions
• String Functions
  • Left Trim
  • Right Trim
  • Random Functions (Min Number, Max Number)

For more information on Data Design Formulas, refer to the Formula Fields in Data Designer article.

  Enhancements to Data Management 

With this release, Horizonized Data Operations (within Data Management) now has all the capabilities of the legacy experience.

Furthermore, Gainsight brings the following enhancements to Data Management:

• The Data Operations tab is renamed as Data. 
• The Company Merge functionality is now available in the Data tab under Data Management.
• The Audit logs and Company Merge logs are now available in the Data Management > Activity tab and are renamed to Data Update and Company Merge History respectively. In addition to viewing and managing logs, you can also perform the following operations:  
  • Search for specific logs using different parameters.
  • Use the newly introduced filters to narrow down logs.
  • Export individual or all logs pertaining to Data Update logs
• The Data Management and Data Operations Permission Bundles are now merged into one single bundle - Data Management.
• A new Status API has been introduced that supports the Bulk API and helps monitor real time progress of the Bulk API job. 

For more information on Company Merge, the Activity tab, and Status API, refer to the Company Merge,  Activity, and Bulk Status API articles respectively.

 Cockpit Events in Real-Time Rules

Gainsight introduces Cockpit events in Real -Time Rules. When a CTA is created, updated, or deleted in Cockpit, it triggers an event in Real-Time Rules. This event executes the action configured on the respective Rule.

For more information, refer to the Events in Real-Time Rules article.

 Lock or Unlock Widgets in Gainsight Home 

Admins can now lock or unlock the Gainsight Home widgets to restrict or allow CSMs to customize them respectively. CSMs cannot delete the locked widgets but they can resize and reorder the widgets. The locked widgets appear on the CSM’s Personalize Gainsight Home page with a lock icon along with a hover message stating - This widget has been locked by Admin.  
For more information, refer to the Lock or Unlock Widgets section in the Configure Gainsight Home article.

 Manage Company Data Access Through Teams

Gainsight introduces the Teams feature that allows admins to control which users have access to a company's data. For example, when admins assign users to a specific company in Teams, only those users will have access to that company's data.

For more information, refer to the Teams article.

 User Management APIs

Admins can use these REST APIs to create users, update users, update user status, and fetch user status from Gainsight. For more information, refer to the User Management APIs  article.

 New X-Org Experience 

Gainsight has redesigned X-Org to simplify and improve the user experience while migrating assets between the tenants. We strongly recommend using the new X-Org version for migrating assets between orgs. You can find the new X-Org, under Administration > General > X-Org.

The following are the key features in the new X-Org:

• Simplified the connection creation process to make it easier to connect tenants.
• After adding an asset to a Bundle, the dependent assets are automatically added.
• Re-use the existing migration to other orgs. For example, if you have migrated assets from Org A to Org B, then you can use the same migration from Org A to Org C.
• Enhanced logs for viewing details for both successful and failure migration.

For more information on the new X-Org, refer to the Change Management and X-Org Migration articles.

Automatically Identify Duplicate Companies (Beta) 

As part of Gainsight’s Unification feature set, you can now automatically identify duplicate companies within your Gainsight instance and combine them into a single unified record. Gainsight will send emails to selected customers informing them of possible duplicate Company records in their tenant and suggesting that they be merged. For more information, refer to the Unification Overview article.