Gainsight NXT Patch Release Notes: Version 6.37.X series

Simplified Customer Communities (FKA Digital Hub) Integration

We are excited to introduce a significant enhancement to the Customer Communities integration in this patch release. Previously, the integration created 15 standard objects Out of the Box (OOTB), which at times resulted in a complex user experience. Many customers found it challenging to navigate the data model and extract valuable insights from the Adoption Explorer objects.

What's New:

In response to challenges related to the Adoption Explorer object model complexity and solving Activity trends, Gainsight has introduced significant improvements in this patch release:

• Streamlined Object Model: Gainsight has now reduced the number of exposed objects for Administrators and consolidated the Adoption Explorer objects for a more user-friendly experience.
• Centralized Content Information: Now, all content-related information is accessible within a single object. This object includes Idea Status and Category fields, making report generation more seamless. Additionally, Community User Activity data has been unified into a more intuitive object, simplifying the process of creating insightful reports.
• Introducing Trend Object: As a bonus, Gainsight has also introduced a new trend object that empowers you to effortlessly analyze User, Content, and Activity trends.

For more information about each community object and fields in it, refer to the Community Objects section in the Gainsight Object Glossary article.

Benefits:

• The reduced number of objects makes it easier for Administrators and users to understand and work with the integration. 
• The simplified structure simplifies data management and helps you make the most of the Adoption Explorer objects.

For more information about Community Management, refer to the Customer Communities (FKA Digital Hub) and Gainsight Integration - Admin Guide article.

Past Period Configuration in KPI Reports

Admin and CSM users can create KPI Reports with the Past Period configuration. This enhancement helps users to compare and analyze the metric performance across different time periods and make informed decisions. 

The Show Original Report Value checkbox is available at the bottom of the KPI Settings pane. It allows users to view the original value on which the KPI report is based, without any additional configuration. Users can clear the checkbox to restore the configurations.

Note: The Show Original Report Value checkbox is clear by default.

For more information on how to configure the Past Period settings, refer to the KPI Widget section of the Chart Settings and Chart Editor article.

Enhancements in Lookup Fields

Admin and CSM users rely on lookup fields in objects to build data-rich and insightful reports that are concise and clear. The following enhancements to the lookup fields behavior significantly improve their usability:

• The ID lookup field in an object displays the name field assigned to it in Data Management. This enhancement helps users to easily identify individuals by their names, instead of the ID numbers previously displayed when a report was created based on the ID lookup fields.

• When dragged to the Show Me section in Report Builder, the child fields of an ID lookup field take the name of their parent fields as a prefix. This enhancement helps users to differentiate between child fields with similar names from unique ID lookup fields.
  Note: If both the child field and parent field names include the term ID, the parent's field name is modified by removing ID and it is added as a prefix to the child field's name. For example, GSID (child field) in Company ID (parent field) is displayed as Company GSID.

IMPORTANT: The Enable Named Field Addition toggle switch is available to control the lookup field enhancements. The switch is ON by default. To access the toggle switch, users can navigate to Reports > Settings > General Settings.

For more information on lookup fields, refer to the Show me section of the Create and Share Reports article.

For more information on the Enable Named Fields Addition toggle switch, refer to the General Settings section of the Report List View and Settings article.

Internal Padding Option Available for Image/Video Container

In the Email Template Builder, the Internal Padding option is available in the Style tab for Image and Video element containers rather than directly for Image and Video elements. Therefore, you need to select the container in which the Image or Video element is located to provide internal padding.

For more information on the Email Templates, refer to the  Email Template Builder article.

Ability to Paste Images and Tables in Text Element

The new Email Template Builder allows you to easily paste tables and images from various sources, such as Google Sheets or Microsoft Excel, directly into the Text element. This speeds up the process of creating email templates in Gainsight.

In the Text element, you can now perform the following two actions:

• Copy and paste images in between text.
• Add images directly using the Rich Text Editor Toolbar.

Note: Table content, including borders and background color, is preserved when pasted. However, the text is pasted in default format (Arial, 13 pixels).

For more information on Text Element, refer to the Add Text section of the Email Template Builder article.

Enhanced Email Responsiveness in Email Template Builder

Gainsight introduces the Fluid Width toggle switch in the new Email Template Builder. When you select the Fluid Width toggle, the email width dynamically adapts to the screen size of the device in which it is viewed ensuring a responsive user experience.

For more information on the Email Content Area, refer to the Email Content Area section of the Email Template Builder article.

Automated Email Content Height Adjustment

The new Email Template Builder automatically adjusts the height of the email based on the content and eliminates excess white space between the email body and footer. This results in concise and better looking emails.

For more information on the Email Templates, refer to the  Email Template Builder article.

Ability to Associate Multiple Records in HubSpot Bi-Directional Sync

The HubSpot integration with Gainsight brings enhanced visibility between sales and customer success teams. The improved Bi-Directional HubSpot integration introduces a seamless process for creating or updating records of multiple objects in HubSpot from Gainsight, while also facilitating the association of these records. For instance, you can effortlessly transfer data of a Gainsight Timeline, Meeting or Call objects from Gainsight and link it to a Contact or Company object in HubSpot. Additionally, this enhancement enables you to create a Renewal Deal in HubSpot through Gainsight and associate it with a Company, Contact, or Line Item.

Note: Gainsight recommends to map fields to RecordID under Target Fields in Load to HubSpot to ensure the success of rule.

For more information on how these associations of multiple objects play a role in the load to HubSpot configuration, refer to the Load to HubSpot Action Type article.

Improved Success Snapshots

The following enhancements are introduced to the Success Snapshots template editor, further assisting admins and CSMs in preparing exceptional business decks:

• Apply Default Dimensions checkbox for Chart Reports.

This enhancement eliminates the possibility of missing data in the exported template, such as rich chart legend information, that might occur due to small text-box dimensions. The default dimensions applied to the chart image are 1080 x 1920 pixels.

• Success Snapshot auto-populates the token in the exported with a default value, if there is no value available in the token. The default values are:
  • 0, if the data type is numeric.
  • 0%, if the data type is percentage.
  • NA, if the data type is anything other than numeric or percentage.

For more information on the default dimensions checkbox, refer to the Chart Reports section of the Configure Success Snapshots article.

HTML Body and Text Body No Longer Shows Data

The HTML body and Text body fields in the AO Emails object in the Reports module now display a null value. If users need to view the HTML body or Text body of Journey Orchestrator emails, they need to raise a support ticket with Gainsight Support.

Note: This will be done in phases and will be completed on or before September 30th, 2023.

Hidden Empty Folders

In GS Assist Chrome Plugin and Outlook Add-in for email, the empty folders that do not contain any email templates are hidden by default. However, the empty folders can be viewed by selecting the Include Empty Folders checkbox option.

Note: If an empty folder has a sub-folder with templates in it, then the parent folder is visible in the list.