Gainsight NXT Release Notes 6.32 April 2022

 Simplify Add Sources in AE Object Configuration

Gainsight has now redesigned the Source and Field configuration for Adoption Explorer powered by Gainsight Horizon Experience. The Horizon Experience simplifies the product and improves customer experience. With this enhancement, Gainsight aims to make the admins more productive by:

• Reducing complexity and simplifying navigation experience, through a clear step by step process to ingest usage data from sources, select the necessary fields, and perform any type of validations and data preparation.
• Adding capability to prepare data before loading to Adoption Explorer objects.

IMPORTANT: With this enhancements. all the existing Adoption Explorer feature related articles on the docs support site are heavily impacted. Team is updating all the articles to implement the Horizon Experience changes. The updated articles will be available soon.

 Send Email from Cockpit or Timeline with the new enhancement

Note for BETA Customers: Email from Anywhere is termed as Email Assist 2.0 with new functionality. The relevant documents will be available on support.gainsight.com.

IMPORTANT: The Email Assist 2.0 update will be made available  to customers on three separate dates due to migration to Email Logs V2. The availability of the feature will be communicated to customers the week before their rollout date as provided in the table below.

This is an enhanced version of Email Assist, that helps users to send emails from different areas (Cockpit and Timeline) of Gainsight.

Currently, Email Assist in Cockpit and Timeline provide two different experiences, with slightly different sets of features. With Email Assist 2.0, we have unified the platform for consistent user experience. Some of the improvements include:

• Support for organization wide email addresses
• Email templates will now be displayed in Folder structure.
• Support for Horizon Analytics reports
• Easier Email preview and testing
• Improved Email stats.
• Increased attachment Limit of 20MB.
• Increased receipt limit of 25.
• Easier logging to Timeline.

IMPORTANT: This feature will only be available to tenants with Horizon Analytics. To activate this Horizon Analytics feature, contact Gainsight Support.

Business Use Case: A CSM can send an email directly from Cockpit or Timeline to a customer to determine a suitable time to conduct an Executive Business Review (EBR), or to gather more details about a negative response to a Net Promoter Score ( NPS®) Survey.

  Organization Wide Email Address

Gainsight users can choose Organization wide email ID as From and Reply-to addresses.

Business Use Case: A user wants to send an email on behalf of the team or team member. Admin requests the email owner to approve sending on behalf of them for the list of allowed users. The owner of the email must approve/disapprove the request permission for each user who can send emails on their behalf.

  Ability to choose different From / Reply-To address

Gainsight users can choose From and Reply-to addresses from a list of email addresses that an admin configures.

Business Use Case: A user wants to send an email on behalf of a team member. They can select the email ID from the From/Reply-To Address and send the email.

IMPORTANT: Email Log Reporting: Previously Cockpit and Timeline Email Assist emails were logged to Email Logs 1.0 while JO emails were logged to Email Logs 2.0. With the unification of the Email Assist 2.0 platform, we have also unified all email log data to utilize Email Logs 2.0. For current reports built on Email Log 1.0, Gainsight has a back sync process (1-hr delay) in place to copy data from Email Log 2.0 to 1.0 in support of reports built on Email Logs 1.0. However, Gainsight strongly recommends that customers start rebuilding reports to utilize the unified Email Logs 2.0 object.

 Calendar Widget in Gainsight Home

Admins can now connect their calendar to a widget in Gainsight Home. The availability of the Calendar widget in Gainsight Home ensures that CSMs can improve their day-to-day activities such as attending customer calls, meetings from the application. CSMs can even start taking notes in the calendar widget while attending meetings.

For a specific calendar event, CSMs can now directly add an Activity in the Timeline from the Calendar widget of Gainsight Home. For more information, refer to the How To Configure Calendar Widget in Gainsight Home article.

IMPORTANT:

• If multiple CSMs join a single meeting, only one CSM can add the activity and the other CSMs will see the message that there is already an activity added for the meeting.  The other CSMs can either navigate to the activity in Timeline or add a new activity, however,the new activity will not be shown in the current meeting for all the CSMs.
• At any time only one calendar can be synced with Gainsight. Calendar Widget will not honor the global filters in Gainsight Home.

  Multiple Layouts in Gainsight Home

Admins can now create multiple layouts and assign them to a specific user or user group. This enhancement ensures that CSMs have a different starting point than the CSM managers.  For more information, refer to the How To Configure Multiple Layouts for Gainsight Home article.

 Expand all Row Grouped Records

Users can now expand or collapse all the row-grouped records at a time while viewing a report.  This helps to get an easy overview of the row-grouped data and eliminates the need to expand or collapse each record individually. To view the Expand All/Collapse All option, you need to click on the settings icon and turn ON the Expand All/Collapse All toggle button.

For more information on row grouping, refer to the Advanced Report Settings article.   

 Enhanced Gauge Reports

Users can now drill down and analyze data for all the gauge widgets in a report. Any changes made to one of the widgets reflect in all other gauge widgets in the report. For example, if new fields are added to one gauge widget, the same fields are also added to all other gauge widgets in the report.

For more information on creating Gauge Reports, refer to the How to Build Basic Reports article.

  Introducing Scorecard Widgets to Separate Permissions for Scorecard Visualizations Tab

Gainsight is excited to announce the new Scorecard Widgets section that empowers admins and users to create Mass Edit and Habits type of Scorecard reports effortlessly. With this release, the Scorecard Widgets section is now available in Administration > Analytics. It makes the entire report creation experience more intuitive due to all reporting options available in one place.

Notes:

• Admins can now provide access to only the Scorecard reports creation tab without giving access to the entire Scorecards admin section. This ensures that users do not have access to Scorecard configuration.
• Admins can now select the Scorecard Widgets checkbox to make it available under the Analytics section by navigating to in Administration > Users and Permission > Permission bundles This enables the users who can create reports to also create Scorecard reports via Scorecards Widget.
• The Visualization tab has now moved under the Analytics section and is renamed Scorecard Widgets.

 Introducing Horizon Colors in Scorecards

Keeping in line with Gainsights’s commitment to Customer Success, Gainsight announces the launch of Horizon Colors in Scorecards. The Horizon Colors make the Scorecard experience more accessible and user-friendly. Admins need to click on the notification (Introducing Horizon Colors) on the top right corner and then click Enable Horizon Colors to update the old color palette for the end users.

IMPORTANT: Admins should note that the option to Enable Horizon Colors is available until the next major (July) release. If you do not enable this enhancement during this period, then the new Horizon Colors will be enabled automatically across all Scorecards after the July release.

The Horizon colors are visible in the Settings tab once admin enables it.

  Show History for Scorecard in Customer 360

Users can now view the past 18 weeks' history of the overall scores for every Score and Measure, by navigating to Customer 360 > Scorecard. This helps CSMs to understand the Company's health journey.

Prior to this release, only the new score history is displayed and not the older scores. Different color codes help the users to distinguish between the historical scores and the current ones. Hovering over the bars in the Score History, users can easily identify the Score and when it was triggered.

Notes:

• If there are no Scorecards available in the past, the bars will remain empty to show that there are no historical scores available.
  
• In the summary section, history from older scorecards will only be available in the new Scorecard Widget that is available as part of the revamped 360. Please note that the revamped 360 is available only to the NXT customers.
• If there is any Activity history available for the Scorecard, the Activity history of the older scorecards is now shown. The name of the Scorecard for which the activity was created is displayed. Click on each activity to expand and learn more about it.
• The entire Activity history is available for manual Scorecards and 8 weeks of Activity history is available for automatic Scorecards as populated by Rules Engine.

 Enhanced Success Plan View in the Global Success Plan page

The detailed view of Success Plans now appears inline on the global Success Plan page as an alternative to the full-screen mode. Users can access the left navigation pane while updating plans from Plan Info, Objectives, Timeline, or Gantt Chart tabs.

For more information on updating Success Plans from the global Success Plan page, refer to the Success Plan List View article.

 Integrate Timeline with Gong.io

Automatically log Gong meetings as Activities in Gainsight Timeline. The Activity captures critical meeting information such as meeting title, keywords, meeting recording, and attendee information. Once the integration settings are saved, meetings are synced to Timeline every four hours at fixed timings.

For more information on configuring the Gong integration, refer to the Configure Gong Integration Settings article.

 Introducing Impact Analyzer in CX Center

Gainsight is excited to announce the Impact Analyzer, the latest feature powered by Artificial Intelligence and Horizon AI. This AI-packed feature from Gainsight, uses AI to help Customer Success teams connect customer insights to business impact. 

As part of Gainsight’s CX Center, Impact Analyzer uncovers how different drivers like scorecard measures or customer sentiment impact business goals like NPS® and renewals. Companies can then take these insights to identify which areas of their Customer Success strategy they need to focus on the most.

Impact Analyzer works by analyzing the survey responses, scorecards, and company attributes stored in the Gainsight company object. Our AI-based model identifies patterns in your data to bubble up your strengths and opportunities for the business KPI such as NPS.

For more information on how admins can configure the Outcome and Driver that derive the analysis for users, refer to the CX Center Overview article.

 Enhanced Filters and Other Enhancements in CX Center Home Page

• The view settings banner is now made sticky. It no longer goes into off state mode. This enhancement makes it easy for the users to switch and apply different settings.

• In the CX Center view page, when widgets do not have any data available in the current time frame, users now have the option to Switch to Previous Quarter to access data from the previous time frame.

• All the CX Center users have the access to the Default View page that has pre-populated data available. The time frame is set as Current Half Year in the Default View > Edit Filters section. With this release the time frame is going to be set as Previous Half Year for Default View.

  Improved Sites, Domains, and User Interface for Better Customer Experience

Gainsight has now redesigned Sites, Domains, and Pages powered by Gainsight Horizon Experience. The Horizon Experience simplifies the product and improves customer experience.

Note: There is no change in the functional areas due to this enhancement.

For more information, refer to the Set up a Gainsight Domain article.

 Introducing Simple Programs in Journey Orchestrator

With Gainsight’s Simple Programs, you can design single-step programs that guide your customers through email interactions to reach an enhanced outcome. You can configure these programs with a single participant source using either an email or a PX Engagement action step.

The Simple Program feature also offers pre-built, out-of-the-box analytics for  the emails sent to participants. When the status of a Simple Program is changed to Active only then the analytics are displayed.

For more information, refer to the following additional resources:

• Add Participants to a Simple Program
• Simple Program Analytics
• Use Dynamic Fields in Simple Programs

 Survey Support in Simple Program

Admins can distribute Surveys via Simple Program and how admins can access the list of all the email templates available under the user’s account including the templates containing surveys while creating or configuring Email for any Simple Program.

LIMITATIONS:

• The advanced options such as the welcome email, reminder emails, escalation, or post survey analysis, and CTA creation are not supported when a survey is distributed via Simple programs. These options are reserved for configuration via Advanced Programs only.
• One Simple Program can have only one embedded survey.

For more information, refer to the Surveys Support in Simple Programs article.

Programs are now Advanced Programs

With the introduction of Gainsight’s Simple Programs,  you can now see two options when you click Add Program: Simple Program (Beta) and Advanced Program.

Before                                                                                                       Now                                  

Grouped Emails Support

Admins can now send messages to groups of participants who belong to the same company or relationship as part of a scheduled Program. Additionally, the contact limit for both the To and CC fields has been increased. After selecting Email as the Action and Operational Email as Template Type, an optional checkbox called Send as Group Email is displayed. 

For more information, refer to the Group Email Support in Simple Program article.

Note: Group email option is supported only for Operational Emails.

Bulk Delete Support for External Survey Responses

Gainsight supports import of NPSⓇ and CSAT data (Survey Responses) from an external system into Gainsight, but there is always a chance of wrong files or wrong records being imported/loaded. Users could not undo the action as they do not have delete capability. Gainsight has now resolved this problem by enabling the  option to delete external survey responses in bulk after importing.

To delete external surveys in bulk:

1. Navigate to Surveys > click the number listed in the Responses column. The Analyze tab > Survey Statistics page for the specific External Surveys appears and all the responses are listed here.
2. Click Select all responses (#). All the responses available within the External Survey are selected.
   Note: The Select checkbox helps you to select the number of responses listed on the same page and not all the responses. Bulk delete support is not applicable to other types of Survey responses.
3. Click Delete Responses.

Note: When a filter is selected, for example if any user wants to delete the responses for any external Survey associated with a specific Company Name, the Select all responses (#) button name changed to Select all that match (#). 

 Other External Surveys Related Enhancements

In the Survey list page, when external surveys are loaded, there is no way to identify which surveys are External Surveys in the the list. This creates confusion in identifying the accurate number of External Surveys that are loaded into Gainsight. To resolve this problem, Gainsight has now made the External Surveys visible in the Survey List.

• A new symbol  is now added to the surveys which are external and loaded into Gainsight via Rules Engine.
  
  
• Users can also filter the list of External Surveys by selecting External from the quick view dropdown menu.
  
• Users can now view the analytics for external survey responses the way they view the regular surveys in Gainsight.

Note: For the External Survey Analytics, The Properties and Distribute tabs are not active.

LIMITATIONS:

• In the Design tab, users can only view the survey questions that users loaded but cannot edit or delete them.
• The Text Analytics functionality is not available if the external survey is a CSAT survey.

 Restrict Adding Person from C360

Admins can now deselect the Allow Add Person checkbox to restrict the CSMs to add a person from the Person section of Customer 360. 

1. Navigate to the People section > Configure Section > List View tab.
2. Deselect the Allow Add Person checkbox, users cannot see the Add Person button.

 Mandating Resolution Key

Users cannot add a person unless they provide the Resolution key while adding a person. For example, in the Add Person dialog box,the Email field becomes a mandatory field if email has been set as a resolution key. Leaving the field blank will not let the users add the person.

IMPORTANT: Whenever users add a person from anywhere in the application, this rule is applicable. Without providing the mandatory information that is set as the resolution key, users cannot add a person.

Notes:

• The fields chosen as resolution keys are available by default in the C/R 360 layout admin of the People section and they cannot be removed from the configuration in the Detail View whereas the functionality for the other fields remains the same.

• If the admin decides to change the resolution keys in the Global People admin section, the same fields are populated in the C/R 360 layout admin of the People section.

 Person Now Called as People

In this release, Gainsight has replaced the term ‘Person’ with ‘People’ in the People Management feature. The naming convention has been changed to 'People' wherever the 'Person' section has a list of names and IDs in the feature. The term 'Person' is used wherever the term 'Person' refers to an individual record. For example, + PERSON (singular) but People section in Customer 360 > DETAIL view.

  Opportunity Forecast Widget in Gainsight Home

Gainsight now brings opportunity forecast experience in Gainsight Home. You can now manage the renewals efficiently alongside Customer Success insights and actions. This brings user attention to factors leading to renewal and churn with Horizon AI. The Opportunity Forecast widget helps you to add a new opportunity, view and update the existing opportunity details without having to navigate to Renewal Center.

For more information on the Opportunity Forecast widget, refer to the Gainsight Home for CSMs article.

 Manage Opportunities from Renewal Center Widgets in Gainsight Home and Dashboards

CSMs can now modify the opportunity details while accessing the drill-downs from all the Renewal Center widgets in Horizon Dashboards and Gainsight Home. This enhancement helps CSMs to streamline their workflow by leveraging Gainsight Home and Dashboards as central working hubs to manage opportunities.

 View Products for Opportunity

You can now view the products for an opportunity from the new Product tab. As a CSM, product information is crucial to assess the churn risk and identify expansion. With this enhancement, you can forecast at the opportunity level and have a granular view of the opportunity. 

Notes:

• To view the products, the Product tab must be enabled by navigating to Administration > Renewal Center > Analyze Section > Tabs in Detail View.
• Admins need to configure the Salesforce Connector jobs (for SFDC) . You cannot edit the product details.
• To add products in Gainsight, admins need to configure Product Catalog by navigating to Administration > Product Catalog.

For more information on configuring the Connector jobs, refer to the SalesForce Connector Jobs for Renewal Management article. For more information on creating or linking products to opportunities, refer to the Renewal Center User Guide article.

Controlled Access to Analyze and Forecast Tabs

Renewal Center now has separate navigation pages for Analyze and Forecast sections. Admins can now give access to Analyze and Forecast pages separately.

 Customer Success Qualified Leads

Customer Success teams identify and share leads with Sales, but previously there was no standard method for tracking these leads and demonstrating their impact. CSMs can use this new feature to identify a lead, share it with sales through Salesforce, and report on the revenue impact.

This feature brings the following capabilities:

• Create leads from C360
• View and modify the Leads Analytics in the Standard Dashboard along with all the standard Lead reports
• Manage the lead details from Gainsight Home

For more information on configuring this feature, refer to the Customer Success Qualified Leads documentation.

 Two Salesforce Connectors Support

Admins can now pull data from two Salesforce connections through connector jobs. For more information on Salesforce connector, refer to the Salesforce Connector article.

 Source Fields Enhancement

Admins can now view and modify all custom Jira fields of Incident and Project objects in Gainsight. They can modify the display name, data type, and data format of the Jira fields in Gainsight and map them to the fields of equivalent objects in Gainight.

For more information on how to add or modify source fields, refer to the Add or Modify Source fields article

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Real-time Sync for Salesforce Connector

Admins can sync selected fields from the Salesforce Account, Contact, and Case objects in real-time to Gainsight through the Salesforce connector. A maximum of three real-time sync jobs is supported (one job each for the Account, Contact and Case objects).

Business Use Case: The real-time sync feature ensures that when a record is updated in Salesforce, it pushes the updates to Gainsight immediately. For example, if the opt out attribute for a Contact is updated in Salesforce, this change will reflect in real-time for the Gainsight Person record. This helps users avoid sending any accidental emails due to a sync delay.

For more information on how to create real-time sync jobs, refer to the Salesforce Real-Time Sync Job (BETA) article.

 Design Templates in Data Designer

Gainsight introduces Design Templates in Data Designer. Users can now save their common data preparation steps as Design Templates. They can now also create new designs from the already existing templates instead of starting from scratch.

Business Use Case: Consider design A, in which CSM has built a design for fetching information on accounts with no Success Plans over a period of 12 Months.

To create a similar design B for information comparison over a period of 6 Months, the CSM can save the design A as Design Template in Data Designer and can re-use this design with modifications as required.

  Manage Records in New Data Operation Page

Admins can now view, add, and delete records in Gainsight Data Management via the Data Operation tab. To access this tab, navigate to the Administration > Customer Data > Data Management > click object name > Data Operations tab. For more information on how to manage records, refer to the Data Operations article.

Note: You can still use the old Data Operation page to perform all these activities. Company Merge and Audit Logs functionality will be added to the Data Operations tab under Data Management in the near future. The old Data Operations page will be removed in the near future.

 Select ‘SFDC User ID’ As Identifier

Admins can now prevent duplicate user records to be synced from Salesforce to Gainsight by selecting Salesforce User Id as an Identifier in the Out Of the Box (OOB) User job in the Connector jobs page. For more information on OOB User job, refer to the User Sync section in the Salesforce Connector article.

Note: In case Salesforce User ID is selected as an Identifier and there was a change in the user attributes in Salesforce,  the OOB connector job will update all those user attributes (except Username) in Gainsight. Contact Gainsight support to create a Techops ticket to update Username in Gainsight.