Gainsight NXT Release Notes 6.35 January 2023

Create CTAs and Success Plans from Customer Goals

End users can now create new CTAs and Success Plans from the detailed view page of a goal. This enhancement eases the effort of navigating back and forth between the Customer Goal page and the Cockpit/ Success Plan page, to create CTAs and Success Plans and associate them with the goals. When the users click Associate CTAs or Associate Success Plans, the drop-down options to create new CTAs and Success Plans are shown. The new CTA or Success Plan is created on the same Company or Relationship context that the Customer Goal was created on.

For more information, refer to the Create and Associate New CTAs and Create and Associate New Success Plan sections in the Create Customer Goals article.

 Customer Goals APIs

With this release, the following APIs are available for Customer Goals:

• Create Customer Goals:  Use this API to create a goal either with template data from the Goals Library or by passing values for the required fields.
• Update Customer Goals: Use this API to update a goal’s details such as associating or removing the association of CTAs and Success Plans.
• Fetch Customer Goals: Use this API to retrieve multiple goals along with their details. Filters can be applied based on company, relationship, and status.

 Simplified Login Experience

IMPORTANT: The Simplified Login feature will be available on February 11, 2023.

Gainsight has introduced a simplified login experience for the users on Gainsight App for Zoom, Chrome Plug-in and Outlook Add-in. Previously, users had to perform the following three-step login process:

1. Enter the login Email
2. Enter Tenant URL and select the server (US/EU)
3. Enter the login Email ID and Password

Users can now log in to Gainsight using only the email ID and password. This enhancement ensures a smooth onboarding experience for the users.

Limitations: Following users will continue to use the existing flow:

• Users that are associated with multiple domains
• Users with a single domain that has multiple environments ( Production, Sandbox)
• Users with Salesforce Edition

Notes:

For more information on how to log in using the new process in Chrome Plugin, refer to the Gainsight Assist Chrome Plug-In User Guide article.
For more information on how to log in using the new process in Outlook Add-in, refer to the Gainsight Assist Outlook Add-In User Guide article.
For more information on how to log in using the new process in Gainsight App for Zoom, refer to the Gainsight App for Zoom article.

 Email Assist 2.0 Support for Chrome Plug-in and Outlook Add-in

IMPORTANT: The Email Assist 2.0 support will be available on February 11, 2023.

Gainsight now supports Email Assist in the Chrome Plug-in and Outlook Add-in. With this release, the following capabilities are added to enhance the experience of selecting a template from the plug-ins:

• Folder Structure for Templates: Enables users to organize email templates in folders. This provides the ability to find the required template easily.
• Template Versions: Enables users to maintain multiple versions of the same email template. This provides the ability to identify and use versions of an email template to improve personalized customer communications.

The current Email Assist version helps users to select a template, edit and send emails. With this new ability, CSMs can organize templates in folders and view multiple versions of the same templates in the plug-ins.

Notes:

• For more information on folder structure and template versions, refer to the Gainsight Assist Chrome Plug-In User Guide  article.
• For more information on folder structure and template versions, refer to the Gainsight Assist Outlook Add-In User Guide article.

 Simplified Login Experience

IMPORTANT: The Simplified Login feature will be available on February 11, 2023.

Gainsight has introduced a simplified login experience for the users on Gainsight Mobile App. Previously, users had to perform the following three-step login process:

1. Enter the login Email
2. Enter the Tenant URL and select the server (US/EU)
3. Enter the login Email ID and Password

Users can now log in to Gainsight using only the email ID and password. This enhancement ensures a smooth onboarding experience for the users.

Limitations: Following users need to continue to use the previous login process :

• Users that are associated with multiple domains
• Users with a single domain that has multiple environments ( Production, Sandbox)
• Users with Salesforce Edition

For more information on how to log in using the new process, refer to the Gainsight Mobile Overview article.

 Configure In-app and Email Notifications for Status Changes

The CSMs receive email and in-app notifications that contain the summary of status changes in the Enhancement Request and Roadmap Item. The email and in-app notifications are sent as a daily digest at 6 PM UTC time zone with a summary of all events that happened in the last 24 hours.

The notifications are triggered automatically when the following conditions are met:

• An Enhancement Request is accepted in Productboard.
• The associated Roadmap Item is delivered.

Note: The CSMs can unsubscribe from the email, in-app or both notifications. 

For more information on how to subscribe for Product Requests in-app and email notifications, refer to Create an Enhancement Request article.

 Ability to Delete Enhancement Request

Gainsight now enables admins and CSMs to delete the Enhancement Request in Product Requests. They no longer have to raise a ticket with the Gainsight Support team to get the requests deleted. CSMs can only delete Enhancement Requests created by them whereas admins can delete any Enhancement Requests.

Note: An Enhancement request that is deleted in Gainsight will still be available in Productboard.

For more information on how to delete Enhancement Request, refer to Create an Enhancement Request article.

 Ability to configure Gainsight Data Points

Admins can now add, delete or rename the Gainsight Data Points. Data Points are the customizable fields from the Company object in the Enhancement Request form. Previously, there was a fixed list of Gainsight Data Points that appeared in the Summary section while creating Enhancement Requests. Admins can select the fields to be shared at the organization level with the product managers, thus helping to drive the prioritization process.

For more information on how to configure Gainsight Data Points Request, refer to Configure Product Requests article.

 Percentage Data Type and Aggregate Functions in Formula Fields

You can now leverage the Percentage data type and new functions in the Formula fields to build Reports with precise formulas. Formula fields help you generate the required output by combining fields in a report. The percentage data type lets you view the output in a percentage format. You need to select the percentage option from the Data Type drop down, while creating the Formula field. 

The following new functions are added in Formula fields. These functions help you create formulas on aggregated fields.

• Sum: Returns the sum of the selected field/column.
• Average: Returns the average of the selected field/column.
• Count: Returns the count of the selected field/column.

Limitations:

• Nested functions are not supported for the Aggregated Formula fields.
• The percentage datatype is not groupable in reports.
• The Count function cannot be applied on the string data type.

Example Business Use Case: Consider that you want to derive the contribution of  CSMs to the company’s revenue in percentage. You can create a formula that calculates the required output as follows:

1. Click the Formula Fields option in your report.
2. From the Data Type dropdown menu, select Percentage.
3. In the formula textbox, enter the following expression:
   SUM ( Revenue) ) / COUNT ( CSM ) 
4. Click Save. 

For more information on creating Formula fields, refer to the Formula Fields in Reporting article.

 Enhanced Report Building Experience

With this release, the ease of building reports has been further enhanced. While creating reports end users can now click the Explore Reports button to view the reports created on a selected object. They can further clone and modify these reports to create new ones. This ability to reuse reports saves time by eliminating the need to create reports from scratch.

Note:  Users can view only those reports that they have view permission.

For more information on exploring reports, refer to the Create and Share Reports article.

 Restricted Sharing Permissions for Internal Collaborator License Type Users

With this release, users cannot share Success Plans with Internal Collaborator license-type users. User names with Internal Collaborator licences will not appear in the user search results for sharing. This enhancement helps to eliminate the risk of sharing Success Plans with Internal Collaborator license-type users accidentally.

Notes: 

• Internal Collaborator license-type users can still access Success Plans that have already been shared with them. In such cases, the admin needs to revoke the access manually.
• Internal Collaborator License type users can be selected in the Owner and lookup fields while sharing Success Plans. For more information on sharing Success Plans, refer to the Share Success Plan article.

 Log Automated Emails from Journey Orchestrator as Timeline Activities

CSMs can now view automated emails sent from Journey Orchestrator as Activities in C/R360 Timeline. The logged email Activities help CSMs gain a complete view of the communications sent to their customers. For example, automated emails can be launched as part of surveys and marketing campaigns. 

 Key Features:

• All the emails sent from a program for a company/relationship on a particular day are logged as one Activity.
• The Activity type for the email activities is set to Automated Program by default.
• The original email content sent to the customers is displayed in the detail view of the Activity.
• The intended email content for each recipient can be viewed by selecting the recipient from the Email Preview: As viewed by dropdown. 

IMPORTANT: For the emails to be logged as Activities, admins need to select the Log To Timeline checkbox while creating the Journey Orchestrator program.

For more information on automated email Activities, refer to the Access Journey Orchestrator Emails in Timeline  article.

 Advanced Participants Sync Capabilities in Program

Gainsight now provides the following enhancement for the sync participants feature:

If the participants’ sync from the query builder exceeds the 500,000 participants limit, then the users are alerted through an email notification.

Note:

For more information on Journey Orchestrator Limits, refer to the Gainsight System Limits article.

 Ability to Merge Person Records Manually

Gainsight now allows admins to identify duplicate records in the People model and merge them to get a winning record. The admin needs to select the dataset to be merged and initiate merge analysis. Merge analysis provides details of the dependencies associated with each of the records. After reviewing the merge analysis report, the admins can change or enrich the winning record at the Person, Company, and Relationship Person levels. 

For more information on how to perform Manual Person Merge, refer to the Manual Person Merge article.

 Account Based Forecasting

IMPORTANT: This feature will be available on or before February 4, 2023.

The account-based forecasting is for customers who want to start forecasting in the simplest way possible and does not have the requirements to manage opportunities. It is also for customers who are unable to use Salesforce Opportunities as a foundation for calculating retention metrics. 

The account-based forecasting brings the following benefits:

• Forecast by account: The Company Forecast object in Data Management is preloaded with data from the Company object to give a starting point for forecasting by account.
• Simpler Deployment: Helps to remove dependency from Salesforce opportunities. It also makes it easy to forecast with all CRMs.
• Improved End User Experience: View the state of your forecast up front, understand which forecasts need to be updated, and save as you perform inline editing.

Account-based forecasting, once toggled on by the admin, displays a summary ribbon and the account-level details. The data in company forecast records is preloaded from the Company object. Summary Ribbon provides financial metrics for the shown accounts. They are updated automatically based on any change in the value of the underlying fields.

The company table contains account-level details like Renewal Date, Renewable Revenue, and GRR for each account. Users can update their forecast by updating Forecasted Revenue. 

IMPORTANT: Admins must toggle on the Show Company View button from the Renewal Center configuration to activate account-based forecasting for CSMs.

Update needed indicators prompt CSMs to update their forecast if it has not been updated in a while. Admins can configure this feature from Renewal Center > Change Tracking > Update Needed Indicator.

Notes:

• For more information on how the admin can configure account-based forecasting, refer to the Configure Account Based Forecasting (Company View) article.
• For more information on how the CSMs can use account-based forecasting, refer to the Account Based Forecasting (Company View) for CSMs article.

 Load to GS Company Forecast Action in Rules Engine

Account-based forecasting brings the Load to GS Company Forecast rules action to help load data into the GS Company Forecast object. On initial enablement by admin users, the account-based forecasting is preloaded with data from the GS Company Forecast and Company objects. Admins can run this rule action to update any changes that occur in the data post the initial deployment.

In addition to this, users can run this rule to view data at the company level from a custom object. For example, the retention metrics like GRR and Forecasted Revenue are calculated using the ARR values from the Company object.

Note: The Load to GS Company Forecast is available in Bionic Rules and Horizon Rules (BETA).

Notes:

• For more information on how to configure the Load to GS Company Forecast rule action in Bionic Rules, refer to the Load to GS Company Forecast Action Type article.
• For more information on how to configure the Load to GS Company Forecast rule action in Horizon Rules, refer to the Revenue Optimization section in the Rules Engine Horizon Experience Overview article.

   Ability to Delete an Add to Destination Task in Connector Jobs  

Admins can now delete the Add to Destination task using the Delete option in the existing Connector jobs. This helps admins to modify existing jobs easily. Prior to this release, it was not possible to add or remove a Transform or Merge function from jobs with a destination task; admins had to create a new job afresh.

Example Business Use Case:  Consider that an admin wants to modify a complex or bulky schema that contains multiple objects, merges, and transformations. Previously, the admin could not add or remove Merge or Transform functions for such jobs and often ended up creating a new job. Now, with the availability of the Delete option in the Add to Destination task, the admin can easily delete destination tasks and modify existing jobs. 

For more information on how to delete Add to Destination, refer to the Preparation of Connector Jobs article.

Real-Time Sync from Gainsight to SFDC

Gainsight now introduces the capability of bi-directional data synchronization between Salesforce and Gainsight CS in real-time. Hence, any update in the Account, Contact, or Cases objects data of Salesforce is reflected in real-time in the Company, Company person, and Cases objects of Gainsight, and vice versa. The real-time sync helps to manage records from multiple systems and eliminate latency to ensure up-to-date data and a seamless experience for the users.

For example, if the ARR attribute for a Company object is updated in Gainsight, this update is reflected in the Account object in Salesforce in the real-time.

Note: You can create only one real-time job for each object.

For more information on how admins can create a Real-Time data job to transfer data from Gainsight to Salesforce using the Salesforce connector, refer to the Gainsight to Salesforce Real-Time Sync article.

 Gainsight Bulk API Limits

IMPORTANT: The Gainsight API Limits will be implemented from April 1st, 2023.

The  Gainsight Bulk API configures a data job to generate a URL command. This URL command loads the data into the target Gainsight object from the source CSV file, as configured in the data job. 

Gainsight has now defined limits for the Bulk API jobs executions as follows:

• Bulk API limit per hour for a connection: 10
• Bulk API limit per day for a connection: 100

For more information on the Bulk API process and creation, refer to the Gainsight Bulk API article.

 View all the Connections in the Connectors List Page 

The Sightline Integration Package contains the list of available connectors for an instance. Gainsight now enables this package by default for all the admin users to help them access the entire list of integrations from the Connectors List page. Previously, they could access only a limited number of connections.

Note: The Admins can view the list of connections. However, they can use a maximum of five connections if they do not have the Sightline integrations add-on.

For more information on the list of available connectors, refer to the Connections List Page  article.

 Build Data Designs Based on Custom Fiscal Period

Admins can now leverage the custom fiscal period configuration in Data Designer. Companies that work on custom fiscal periods often have difficulty presenting their reports or building their rules on financial data. To avoid complex workarounds and approximations, companies can leverage custom fiscal period settings. This helps to define a tailored fiscal year structure and build Data Designs based on the custom fiscal period.

Custom Fiscal period can be applied to Data and Date-Time fields using any of the following methods:

• Apply Filters on Date and Date-Time fields.
• Apply Transform task to the data design: Build designs on custom fiscal periods by adding date and date-time fields to GroupBy. Custom fiscal periods can also be added in Formula Fields for the Calendar, Fiscal Quarter and Fiscal Year functions.

Notes:

• For more information on how to configure a custom fiscal year, refer to the Application Settings article.
• For more information on types of custom fiscal templates, refer to the Custom Fiscal Year Templates article.
• For more information on how to apply custom fiscal periods, refer to the Preparation Details in Data Designer article.

 View the Next Scheduled Run from the Design Listing Page 

Admins can now view the upcoming scheduled runs for the Data Designs on the Design list view page. Previously, admins had to open the Data Design and then navigate to the Configure tab to view the upcoming schedules of Data Design.

For more information on Next Schedule Run, refer to the Designs and Template Listing Page article.

  Enhanced Record Search using Display Record Name Field

Gainsight introduces Display Record Name Field for objects. While searching for records in Data Management, admins can now use names for objects rather than GSID. This enhancement simplifies the admin experience of viewing, searching, and editing data. For example, consider that you create records with Company names in the Display Record Name Field of type GSID in a Low Volume Custom Object that has look-ups to Company. You can now find the records using the Company names while adding or editing records.

Notes: 

• Admins can configure the Display Record Name Field from the newly added Settings tab. The Identifers configuration can be performed from this tab as well.
• The Display Record Name Field for Company, Relationship, Relationship Type, User, Person, and Anonymous Person objects are set by default. 
• This field is available only for custom objects. It is pre-set for standard objects and customizable for low-volume custom objects.

For more information on editing objects, refer to the Gainsight Objects article.

 Horizon Rules Engine (BETA)

Gainsight has redesigned the Rules Engine, powered by Gainsight Horizon Experience. The new Rules Engine comes with an enriched visual experience to make it easier for the admins to build and understand rules. In addition to the enhanced user experience, many new features are added and the existing functionalities are improved.

Key Improvements:

• Simplified visual experience for creating rules
• Single object flow
• Improved data preparation experience using Data Designer
• Visual action setup
• Ability to update CTA & Success Plans via Rules
• Enhanced field mapping experience
• Simplified execution history including enhanced logs

Notes:

• For more information about the new version and its key features, refer to the Rules Engine Horizon Experience Overview article.
• For more information about the changes that took place in the Rules Engine Horizon Experience, refer to the Change Document for Rules Engine Horizon Experience article.
• For more information on how to set up different Rule Action Types, refer to the Admin Guide (Horizon Experience - Beta).
• For more information on the most frequently asked questions on Gainsight Rules Engine Horizon Experience, refer to the Rules Engine Horizon Experience - FAQs.

IMPORTANT: There are no changes to Bionic Rules with this release, and Gainsight does not plan to enhance Bionic Rules in future releases. Bionic Rules will be deprecated in the near future. Customers can create rules only using the new Horizon Rules platform following the deprecation. Gainsight will communicate a customer migration plan to move the existing rules to the new platform.