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Gainsight NXT Release Notes 6.31 January/February 2022

Gainsight Release Notes Version 6.31 contains the following subsections:

  1. Announcements: section describes important changes to the application that are implemented now or will be in the near future.
  2. Enhancements (per module): improvements made in the existing product capabilities.


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



We should all protect what has been entrusted to us; that includes the powerful functionality and data accessible in your Gainsight NXT organization. This article outlines the top three best practices Gainsight recommends you take to secure your Gainsight NXT org.

Gainsight App in Zoom

IMPORTANT: You can start accessing Gainsight App in the Zoom App by the end of April, 2022 (tentative)We will notify you as soon as this enhancement is available. (Tentative)

Gainsight App in Zoom brings the power of Gainsight directly into the Zoom meeting experience. Users will be able to access their Gainsight Customer 360, Timeline, People and Customer Journey features directly within Zoom, surfacing critical insights and enabling note-taking in real-time while on customer calls. In this release, the following features are available:

We are excited to announce that Gainsight has redesigned Data Management, powered by Horizon Experience, to simplify and improve the overall user experience. For more information, refer to the Data Management section.

IMPORTANT: The old version of Data Management will be removed on May 02, 2022.

Success Snapshot

All the Success Snapshot templates that were created using Success Snapshot 1.0 version will be deleted effective Jan 29, 2022.


IMPORTANT: This feature will be available from early March 2022 onwards. It is subject to approval from Microsoft Teams.

Users can now add Gainsight Sally bot in Microsoft Teams. For more information, refer to the Gainsight Sally in Microsoft Teams section of the Release Notes.

PX’s Knowledge Center Bot in NXT

Gainsight PX's Knowledge Center (KC) Bot will be available in the Gainsight application for admins.

The Bot comes with the following capabilities:

  • Search and access Gainsight product documentation directly from the Gainsight app without having to navigate to docs portal.
  • Easy access to all the Onboarding docs.
  • One-stop location to view the release documents, feature announcements and latest training programs.
  • Repository to revisit the engagements that were missed or viewed already.


  • Knowledge Center BOT will be available on NXT Org on or after/with Jan/Feb release.
  • For customers who have opted out from receiving in-app engagements, the Bot will not be enabled in their NXT orgs. 


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.
Horizon Image.png Configure Usage Reports with Horizon Experience

Gainsight has now simplified the workflow for Usage Report configuration with improved labeling, navigation, and guided steps. Formerly known as Usage Sections, the Usage Reports help visualize the usage data for a configuration. The new workflow simplifies the way you build the usage reports and add them to the Dashboard.

Adoption Explorer simplification has been going on in phases. AE has two different user personas, admin and end user who build and configure the reports/sources. In the previous release, the dashboard was simplified for the end user. In this phase, the AE has been enhanced to simplify the Create/Configure Usage Report task to reduce admin’s work effort:

Admins now have the guided experience to configure usage reports and data in projects. Better and cleaner layout on the different Usage Report Type, each type now has the clear description that appears upon mouse hover. These describe how each type functions that helps the admins to choose the appropriate type from the list. The Configuration and Customization sections are also simplified.

For more information about Usage Reports, refer to the Create Usage Report in a Dashboard article.


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.
Horizon Image.png Cockpit Task View

You can now create task views by selecting the Only Tasks option when creating a new Cockpit view. Task views are designed for users who focus primarily on tasks, and often have a portfolio of similar tasks across multiple customers.

Additionally, users can now select new configuration options for views, such as the ability to add columns and to select the view’s grouping and sorting options. Views can also now be sorted by up to six columns. For more information on creating views in Cockpit, refer to the Custom Views in Cockpit (Horizon Experience) article.


Data Designer

Click here to expand for more information on Data Designer
Data Designer makes it easier for you to discover richer, more meaningful insights from your customer data. It provides a simple, easy-to-use solution to merge and transform your data, then make it accessible across the Gainsight platform for further analysis and exploration.
Period over Period Comparison and Calculated Fields

Data Designer now supports the following formula fields:

  • Period Over Period Comparison: This function helps you to compare data between two defined periods such as usage metrics, or support cases.
  • Calculated Fields: This function helps you to perform two types of calculations:
    • Aggregation: Aggregation tasks lets you calculate the Maximum, Minimum, Count distinct, Sum, and/or an Average for a financial metric. For example, you can calculate the average MRR generated by a Company in a year.
    • Comparison: Comparison tasks lets you compare the performance of either two different financial metrics over a specific time period, or performance of a single metric over two different time periods.

For more information on Period Over Period Comparison, refer to the Period Over Period Comparison in Data Designer article.

Gainsight Assist

Click here to expand for more information on Gainsight Assist
Email Task and Send Email features in GS Assist help CSMs send personalized emails directly to contacts from the Cockpit and Timeline. CSMs can send an email directly from Cockpit using templates created by their Admin, and from Timeline to share activity details. These options help users save time and standardize their customer communications.
Gainsight App for Zoom
IMPORTANT: You can start accessing Gainsight App in the Zoom App by the end of Feb, 2022 or early March (tentative). We're waiting for Zoom to approve the app. We will notify you as soon as this enhancement is available.

You can now access Gainsight while attending a Zoom meeting. Customer Success professionals can access critical insights about Health indicators like NPS® and CSAT. They can create contextual records of their customers' interactions such as Timeline posts in real-time while being on a customer call.

For more information on the Gainsight app for Zoom, refer to the Gainsight App in Zoom article.


Gainsight Home

Click here to expand for more information on Gainsight Home
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.
Parameterize URL For Embed Web Page in Dashboard

This enhancement helps admins to leverage Global Filter as a parameter to control the embedded web page content  dynamically. A parameter lets an admin store and manage a value that can be reused via Global Filter. This enhances the ability of the Global Filter to not just filter data within Gainsight but also filter data outside of Gainsight. For more information on how to add individual and bundled parameters, refer to the Configure Embed Webpage URL article.

Horizon Analytics

Click here to expand for more information on Horizon Analytics
As a company, you have plenty of customer data available, but the meaningful insights on these may be hard to find. You may have many teams that touch a customer, but no means to coordinate their actions.
Gainsight accumulates and turns disparate customer data from multiple sources into a single source of truth. Review the Customer data-driven insights and deploy actions that drive business outcomes for your clients.
Gainsight’s Horizon Analytics [Reports and Dashboards] are the reporting tools that power your business intelligence. They comprise several features that allow you to make the most of your data to generate business insights for your organization.
Renewal Center Widget in Horizon Dashboard

With this enhancement, Churn Forecast, Renewals Due by Health and Late Renewals widgets have been added to the Renewal Center Dashboard. Admins can add/remove these widgets from the Horizon Dashboard Builder. Relevant global filters can be applied to all the Renewal Center widgets.

Note: Renewal Center module can only be accessed by paid subscribers.

For more information on Renewal Center Widget, refer to the Configure Dashboards (Horizon Analytics) article.

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1._community_logo.png Enhanced Date and Time Filters

Horizon Analytics will now support a variety of new Date and  Date-Time filters to help refine data efficiently while building Reports and Dashboards. These filters will facilitate capturing data within date or time ranges originating in the present and extending upto your specified duration in the past or future.

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For more information on applying filters in Dashboards & Reports, refer to the Dashboards Overview (Horizon Analytics) article.

Export Pivot Reports

You can now export reports even when pivot is being applied to a column with a maximum of 53 unique fields. Click the Download Data option to export a report. If a pivot is applied on a column with more than 53 unique fields, you can choose to either export a pivot report with the first 53 fields, or download a flat report to retrieve the raw data.

You can also use the Share Report option to share a pivot Excel report.


  • You can download a pivot report only if you select the Share now option.
  • If a pivot is applied to a report with more than 53 unique records, by default a flat report with raw data is downloaded.


Click here to expand for more information on Sally
Powered by AI, Sally makes rich Gainsight data easily accessible through simple conversation. Not only can Sally provide answers to a diverse set of questions about your customers, Sally can also update customer data, provide information on health scoring, current risks, and opportunities. Your company can quickly collaborate on the latest customer intelligence to more rapidly deliver customer outcomes across all parts of your organization.
Gainsight Sally for Microsoft Teams
IMPORTANT: This feature will be available from early March 2022 onwards. It is subject to approval from Microsoft Teams.

Users can now add the Gainsight Sally bot in Microsoft Teams to access rich Gainsight data through simple conversations. For more information, refer to the Use Gainsight Sally in MS Teams (End-User) article.


  • Microsoft Teams must be configured by the Admin in Gainsight to access the Sally bot
  • Only users with a Full Gainsight license can query for all Company and Relationship fields.

For more information, refer to the Configure MS Teams for Sally article.

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Success Plan

Click here to expand for more information on Success Plan
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.
Clone Success Plan

Customer Success Managers (CSMs) can now clone Success Plans for same or different Company/Relationship with the following restrictions:

  • Success Plans can only be cloned for the same Plan Type as the configured fields differ for each Plan Type.
  • Plans created for a Company can be cloned for the same or another Company but not for a Relationship.
  • Plans created for a Relationship can be cloned for the same or another Relationship across Companies, provided that the Relationship Type remains the same. 

Users can choose to copy Plan Info, Objectives and Tasks. Objectives/Tasks to be copied can be shortlisted based on their Status. Owners for the respective Objectives/tasks can either be copied or updated to the new owner while cloning. 


  • The status of objectives/tasks is set to Open (default status) configured by admin for objective-CTA/task.
  • The start and due dates of Objectives/Tasks along with dependencies are copied while cloning.
  • Timeline activities added on Success Plan or Objectives are not copied.
  • Objectives and Tasks are copied as it is without reapplying Template or Playbook. However, the email template is applied while copying email tasks created through playbook. The email is reset to validate state.
  • Adhoc email tasks are not copied.
  • Users with whom the success plan was shared are not copied. The cloned success plan can be reshared with internal/external users.
  • If the owner of an objective/task is inactive or unlicensed at the time of cloning, the owner of the cloned success plan becomes the owner of such objectives/tasks.
  • If the owner of a Success Plan is inactive or unlicensed,  then the logged in user becomes the owner of the plan.
  • When cloning a success plan for a different company/relationship:
    • if the owner of an objective/task is an external user, the owner of the cloned success plan becomes the owner of such objectives/tasks.
    • Associated persons are not copied.
  • Under Objectives, the referenced record on linked object is not copied.

For more information on cloning Success Plans, refer to the Create Success Plan article.

Horizon Image.png Success Plan updated to Horizon Experience in Shared 360

The Success Plan section in the Shared 360 page has now been updated to the Horizon Experience for a consistent experience across C/R360, Global Success Plan and Shared 360. Any user viewing the Success Plan section through Shared 360 pages will be able to do so in Horizon UI.

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Click here to expand for more information on Timeline
Timeline is the official record of your customers. It allows you to log information regarding customer interactions in a way that enables you to quickly gather insights and drive action. The Timeline View in the Customer or Relationship 360 allows you to log and view activities that help you track customer interactions over the course of a customer’s life-cycle. You can share the updated 10-min. training on Timeline with your Gainsight end users!
Add External Attendees from Both Primary Context and Associated Records

While logging an activity, users can now add external attendees from the Company or Relationship added as the Primary Context and the Company or Relationship added as the Associated Records. Users can type and search for the required attendees in the External Attendees field.

Note: You can add a Company or Relationship as the Primary Context by adding it in the Company/Relationship field. 

For more information on adding attendees to a Timeline Activity, refer to the Log Activities to Timeline article.

Timeline in Zoom App
IMPORTANT: You can start accessing Gainsight App in the Zoom App by the end of April, 2022 (tentative)We will notify you as soon as this enhancement is available. (Tentative)

Leading Customer Success and Product Management platform Gainsight has partnered with Zoom to build an integration on Zoom’s new platform. This integration enables Gainsight app users to build experiences directly into their zoom meetings to become powerful in contextual collaboration. CSMs can now access Timeline from Zoom and log activity while meeting customers over Zoom. For more information on the Gainsight app for Zoom, refer to the Timeline in Zoom App article.

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.

Journey Orchestrator

Click here to expand for more information on Journey Orchestrator
Journey Orchestrator is your center for automated communications. It leverages the power of automation to make your job easier as you communicate with customers at scale. Gainsight enables customer success teams to launch automated emails based on customer attributes such as health score, product usage, survey results, and lifecycle stage. Through automation, you can scale customer touches and engage with a growing list of customers often and effectively.
Note: Admins are invited to join live instructor-led training on Journey Orchestrator every 6 weeks!
Horizon Image.png Horizon Experience for the Program List Page

Gainsight now brings the Horizon Design System to the Program List View. Users can now navigate through nested program folders alongside the list of programs. The Program List View also displays key program data, such as the summary, attributes, participant information, snapshot, analytics, and execution history. For more information about the new program page UI, refer to the Program Page New Functionalities and Improvements (Horizon Experience) and Program List View and Create New Program articles.

6.31 RN Horizon Experience Program List Page.jpg


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.
1._community_logo.png Organize Surveys into Folder

Users can now create folders in Surveys > Listing page to organize surveys effectively. Gainsight provides a default folder called Uncategorized. Users cannot modify or delete this folder.

To create a new folder on the Survey page:

  1. In the Folders section, click the Add New Folder icon.
  2. (Optional) In the Add Folder dialog, select the folder under which you want to nest a new folder.
  3. In the Folder Name field, provide a name for the folder.
  4. Click SAVE.

You can also search, edit, Delete, and move any existing folders/sub-folders from one parent folder to another just by dragging except for the default Uncategorized folder.

Revenue Optimization (RO)

Gainsight’s RO provides the tools to optimize revenue within your customer base, enabling your team with the insights and workflows needed to take a more programmatic approach to renewal and expansion opportunities.

People Management

Click here to expand for more information on People Management
Capture your contacts in an organizational chart to understand the roles and relationships of the people you do business with across your customer base. Explore the org chart to understand who influences whom within a company and know more about a person for deeper insights.
People in Zoom App
IMPORTANT: You can start accessing Gainsight App in the Zoom App by the end of April, 2022 (tentative)We will notify you as soon as this enhancement is available. (Tentative)

Zoom Apps brings web applications into the Zoom experience for seamless productivity and engaging experiences. Gainsight now bridged the gap between Zoom and Gainsight applications, so users can access/add Person (contact) directly inside the Zoom App > App section > Gainsight App > People Tab, without having to switch between different applications/contexts. Following are the different types of attendees found in the Person list:

  • Participants: Gainsight product users - part of Company/Relationship
  • Participants to be associated: Participants in this list are already associated with another Company/Relationship or exist as a Person record.
  • Other Participants: These participants can be added as Person records.
    Important: To add a participant as a Person record, ensure that the Person section in C/R 360 is configured in the Gainsight application.

The participants who use Gainsight application can:

  • View the NPS® score and the last engagement date.
  • Add participants as Person [in a similar way as it is added via C/R 360 > Person].
  • Associate Company and Relationship with the attendees.

Note: Gainsight Zoom App recognizes the user based on the name/email id provided by them at the time of logging in to Zoom. By the time the user logs in to the Zoom app, the user is already authenticated with the Zoom account to Gainsight app. For more information on the login flow, refer to the Add Participants as Person Records in Zoom App article.



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.

Gainsight Data Management

Click here to expand for more information on Gainsight Data Management
Gainsight Data Management supports an admin to create and manage Gainsight Objects directly from the Data Management page. As an analogy, a Gainsight Object and its field(s) can be thought of as a database table and its columns. Data Management can be accessed from Administration > Data Management.
Data Management Horizon Experience

Gainsight is delighted to announce that the Data Management Horizon Experience will be available in all tenants on February 08. Gainsight recommend using the new version as it’s simplified and has better user experience with the following newly added features:

  • Summary Ribbon: Displays the total number of Standard, Custom, and Low Volume objects, as well as the total data size, on the Data Management homepage.
  • Custom Views: To better organize objects, create custom views that group them into functional groups.
  • Seamless object and dropdown creation flow: While creating objects or dropdowns, you can create, add, or delete fields.
  • Review Changes: When you edit fields information of an object, you can review all the changes made before saving the information.
  • Dependencies:  View Object or Object’s fields dependency from all the application areas in a single page with minimal mouse clicks.


  • You can access both old and new versions of Data Management in your tenant. Any metadata changes to one version will be reflected in the other.
  • The new version's activity log will only show metadata changes made in that version. However, the old version's activity log will show metadata changes made in both versions.
  • You can add or delete records in bulk or one at a time using the old Data Operations page.
  • The old version of Data Management will be removed on May 02, 2022.

For more information about the new version and its key features, refer to the What's New in Data Management Horizon Experience article or demo video.

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Connectors 2.0

Click here to expand for more information on Connector 2.0
Connectors are integrations that are offered out-of-the-box so you can connect various data sources and sync their information to Gainsight.
Real-time Sync in Salesforce Connector (BETA)

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

IMPORTANT: To enable Real-time sync (Beta) for your Salesforce connector, please raise a support ticket.  In the case of high demand, we will coordinate scheduling it for your Gainsight instance appropriately to ensure that we can closely monitor and gather your feedback. You will hear from our Product team once the feature is enabled.

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.

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.
  • For more information about the key terms and definitions used in the Gainsight NXT product, refer to the Gainsight NXT Vocabulary article.

Note: There were no CS Patch Release Notes for Version 6.29.X series.