Gainsight NXT Release Notes 6.31 January/February 2022

 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.

 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.

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 App for Zoom

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.

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.

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.

 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.

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.

Notes:

• 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.

Gainsight Sally for 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.

Note:

• 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.

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. 

Note:

• 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.

 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.

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

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.

 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.

 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.

People in Zoom App

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.

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.

IMPORTANT:

• 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.

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.