Gainsight NXT Release Notes 6.39 October 2023

Prerequisites

Before proceeding with the integration, it is important to note that Admins need to create a support ticket with their Customer Communities tenant IDs for Gainsight to establish the connection from the back end. After the connection is established, the integration process is automated.

IMPORTANT: Customers must have both Customer Community and Gainsight licenses and they should be customers of both to set the integration. Gainsight identifies the common customers and the process will be automated. 

Note: Customers may have multiple Digital Hub tenant IDs for different communities based on regions and languages. Admins need to provide these details in the support ticket to establish the connection with Gainsight.

Configure Sync from Community Management 

After the connection is enabled, customers can access the new page under Administration in their Gainsight NXT navigation menu. Admins navigate to the Community Management page from Administration > General location to configure and manage the sync process of the Community users and their community activity-related data.

After the sync is complete, consumers of C360 can access important data points, insights, and analytics from the community as standard widgets or as inputs to existing metrics. For more information about Community Management, refer to the Customer Communities (FKA Digital Hub) and Gainsight Integration - Admin Guide article.

For more information on how the community data has been brought into the Gainsight Application for CSMs and Product Owners to collect information, refer to the Gainsight CS and Customer Communities (FKA Digital Hub) Integration overview article.

Enhanced Integration with Ecosystems for Seamless Customer Goals Management

IMPORTANT: This feature will be available on or before November 15, 2023.

Gainsight introduces the enhanced integration capabilities with Ecosystems, a value management platform that aids pre-sales, sales, and value engineering teams in preparing and tracking ROI analyses. With this integration, the aim is to offer a more streamlined sales-to-post-sales handoff experience, where post-sales workflows and actions seamlessly fall under Gainsight's purview. 

This release introduces two significant integration opportunities:

• UI Integration: Ecosystems' Visualforce page can be seamlessly embedded in Gainsight 360, facilitating Single Sign-On (SSO) without the need to login again to the Ecosystems. This integration provides direct access to outcome documents and ROI analyses without exiting the Gainsight environment. 
• Data and Workflow Integration: Ecosystems recently enhanced its Salesforce integration to encompass value driver and KPI information that can be extracted into Gainsight. However, this solution is exclusive to Salesforce customers.
  Gainsight has now implemented a direct integration that enables retrieval of strategic and ROI value drivers into Customer Goals. 
• Metrics: CSMs can access a dedicated section within the Customer Goals tab in C360, offering a visual representation of metric value changes over time, complete with Baseline and Target values. For more information, refer to the Metrics in Customer Goals Tab in C360 section.

These enhancements aim to make metric tracking more accessible and collaborative for CSMs and their customers.

 All Metrics in the Customer Goals Tab in C360

All Metrics in the Customer Goals feature is a pivotal component of the platform, strategically designed to empower CSMs in their efforts to track and manage customer goals more effectively. It enables the establishment of a structured, data-driven approach to gauge the progress of customer goals. Admins can control whether CSMs can view the metric.

Admins must follow the steps listed below:

1. Navigate to Administration > Customer Goals > Metrics tab to manage metrics.

2. In the Metrics section, find predefined metrics.
3. Toggle ON or OFF the predefined metrics as needed. 
4. Click Create Metrics if you want to create custom metrics. When creating a custom metric, provide the following details:

• Metric Name
• Unit of Measure (Choose from: Percentage, Decimal, or Currency)
• Description

5. Save any changes you make, and your configured metrics will be available for CSMs to use.

Notes: 

• Metrics are in-line editable and re-orderable. Use these features to manage the display and organization of metrics as per your preferences.
• Admins can clone metrics or delete them when they are no longer needed.
• For custom metrics, admins can edit and maintain their properties easily.

CSMs play an integral role in utilizing metrics to track and manage customer goals. 

1. Navigate to the C360 > Customer Goals tab > All Metrics section.
   Note: For accounts that are integrated with Ecosystems, metrics are automatically populated. For accounts without Ecosystems integration, CSMs need to update metrics manually.

In All Metrics, Baseline represents the starting point, target is the desired outcome, and Actual reflects real-time progress. CSMs can share metric progress with their customers during meetings by showing the charts and discussing the status of their goals.

Takeaways in Text Analytics

IMPORTANT: This feature will be available on or before November 15, 2023.

Gainsight is excited to introduce Takeaways powered by Horizon AI to deliver contextual insights from all customer feedback in Surveys and Timelines. This feature empowers customer experience personas. Takeaways offers Highlights and Topics. 

Highlights in Takeaways help users to scan all the feedback with an overall Summary, positive or negative, Key Opinions expressed by users, Opinion level summaries, and detailed responses in a progressive manner.

This enhancement brings several improvements to users such as:

• Overall feedback summaries that offer a holistic understanding of what is working well and what needs improvements.
• Actual key opinion summarization that makes it effortless to extract valuable insights.

For more information on how to preview the data of a job, refer to the CX Center Home article.

Redesigned Advanced Programs

Gainsight introduces a simplified Advanced Program building process that improves the overall experience of configuring and managing them. The Advanced Program feature is designed to offer the following capabilities:

• Increased Flexibility: The updated drag-and-drop program editor provides administrators with the flexibility to easily add or remove steps within the program. 
• Simplified Start: The enhanced source configuration makes it quicker to create advanced programs by eliminating the need for participant mapping.
• Efficient Action Outcomes: The new inline action outcomes provide a more efficient and intuitive way to direct participants based on their interactions with program actions.
• Seamless Survey Integration: The improved program builder allows administrators to effortlessly create survey steps alongside emails, and also incorporate multiple surveys within a single program.
• Easy Evaluate Step: The simplified experience helps administrators to easily manage complex program logic and redirect participants to different branches based on conditions.
• New User Interface: The new user interface ensures easy navigation and steps configuration guidance on UI, and thus enhances the product usability.

For more information on Redesigned Advanced Program, refer to the Redesigned Advanced Program Admin Guide and Redesigned Advanced Program FAQ articles. 

CSV Upload for Segments

IMPORTANT: This feature will be available on November 15, 2023.

Gainsight introduces CSV upload capability. Admins can create Segments for Person records by uploading CSV. This enhancement enables admins to upload a CSV file to create new segments or update the existing segments of Company Persons or Relationship Persons records. The CSV file must contain a column with the email addresses of Company Persons or Relationship Persons. A segment record is created when the email IDs of Relationship Person or Company Persons in Gainsight match the email addresses in the CSV file, while other email IDs are excluded. Admins can download both successful and unsuccessful segment records from the Execution History option. 

Prerequisite: An email ID must be present as a record in the Company Person or Relationship Person object.

Note: The CSV upload option appears only when the Company Person or Relationship Person Segment Type is selected in the Details tab while creating new segments.

For more information on CSV Upload for Segments enhancement, refer to the Segments article.

Introducing the Basic Text Layout

IMPORTANT: This feature will be available on November 15, 2023.

Gainsight introduces a new Basic Text Email Template layout for admins looking to quickly build simple emails in Email Template Builder. Basic Text layout simplifies the template creation process and enhances overall usability. It offers the following capabilities:

• Automatic Layout Selection: The Basic Text layout is automatically selected when an Admin creates an email using the new Basic Text email layout. The Text element is automatically added to the Email Template Editor page. 
• Default Fluid Email Width: The Fluid Email Width option is selected by default for the Email Content Area.

For more information on Basic Text Layout enhancement, refer to Email Template Builder and New Email Template Builder FAQs articles.

Introducing Ecosystems-Gainsight Integration

IMPORTANT: This feature will be available on November 15, 2023.

Gainsight introduces Ecosystems integration, a significant enhancement that streamlines collaboration between your value management processes and Gainsight. Ecosystems is a comprehensive value management platform that aids pre-sales, sales, post-sales, and value engineering teams in preparing and tracking Return on Investment (ROI).

Key features: 

• Data Integration: The integration with Ecosystems seamlessly fetches value drivers from Ecosystems into Gainsight as Customer Goals. This helps CSMs to trigger actions such as CTAs, Success Plans, Health Scores and so on,  enabling proactive customer management. With this feature, CSMs teams can benefit from insights into customer value drivers and be better equipped to take immediate actions.
• UI Integration: Ecosystems' visualforce page is embedded directly within Gainsight's C360, eliminating the need to switch between platforms. This means that CSMs can access outcome documents and ROI analysis within the familiar Gainsight environment, streamlining the workflows and improving efficiency.

Benefits:

• Enhanced Customer Value Management: Get a comprehensive view of the customer journey and the value delivered at every step.
• Proactive Customer Management: Identify and act on customer value drivers in leading to improved customer satisfaction.

For more information on how to integrate  Ecosystems and Gainsight, refer to the Ecosystems Connector article.

Ability to Select GSID Type Field in Derived Mapping

With this new functionality within the Connectors’ derived mapping, admins have the flexibility to pick any GSID type field from the intermediate object and transfer it to the corresponding Gainsight field based on matching criteria. This improvement results in a more streamlined process and provides additional choices for lookup resolution, enhancing overall efficiency.

Example Business Use Case: In various scenarios, such as a standard User job, a record is generated in Avatar Object, containing a unique record ID from the source system, such as HubSpot User ID. When admins need to identify a HubSpot email’s author, they previously had to use Rules Engine to transfer the userId from \ Avatar Object to \ User Object and then use it in the connector job. However, this feature eliminates the need for extra step in rules and streamlines the process.

For more information on how to select a GSID type field, refer to the Preparation of Connectors Job article.

Data Preview for Connectors

IMPORTANT: This enhancement will be available to all the Gainsight customers from November 15th, 2023.

Gainsight introduces a preview feature in Connectors that allows admins to preview sample data for object fields when preparing a job. This enhancement helps admins to efficiently and quickly assess the data present in external systems, streamlining their job preparation process.

Example Business Use Case: The process of setting up connectors and onboarding new clients from external data sources consumes time and resources, causing delays and bottlenecks for implementation teams. Often meetings with admins of external systems like Jira and Zendesk are required to understand their data model.

However, the data preview feature now empowers implementation teams to overcome these difficulties by allowing them to preview extracted data for analysis and validation.

Note: The Data Preview Feature will not be included in the Gainsight PX Connector.

IMPORTANT: Tenants with BigQuery Connector need to re-authorize the connection to use this enhancement.

For more information on how to preview the data of a job, refer to the Preparation of Connector Jobs article.

Ability to Create Multiple Connections

Gainsight has removed the limitation on the number of connections that can be created in a tenant for the same connector or connector types (CRM, Support, and so on). 

The ability to create multiple connections allows organizations to use multiple integrations to complete tasks. For instance, you can connect to Salesforce and HubSpot for CRM needs or link Zendesk and Jira to gather ticketing data.

Note: The Productboard and Aha connectors continue to operate with one connection per tenant. 

Single Sign-On (SSO) capability between Product Experience (PX), Customer Success (CS), Customer Community (CC), and Customer Education (CE)

Gainsight introduces a global authentication mechanism - Single Sign-On (SSO) that enables users to log in once and access all four Gainsight products (CS, PX, CC, and CE) without the need for multiple login credentials. This eliminates the hassle of memorizing and managing multiple usernames and passwords. The SSO capability between CS, PX, CC, and CE is a strategic initiative that enhances security, simplifies user management, and improves collaboration and productivity across multiple platforms.

IMPORTANT: 

• New customer provisioning for Username/Password Authentication, SSO is available for all four products: CS, PX, CC (Admin users only), and CE (Admin users only). 
• New customer provisioning for SAML Authentication, SSO is available for CS and PX products. 

For more information on how to implement SSO between CS, PX, CC, and CE, refer to the Single Sign-On (SSO) for Gainsight Applications article.

Introducing the Activity Logs

Gainsight introduces the Activity Logs feature that is designed to enhance data security and streamline organizational compliance. This feature enables administrators to monitor and track changes made to user data in standard fields, including the creation of new users and updates to existing user details. These actions are now logged and easily accessible in the Activity Logs tab within User Management. 

For more information on Activity Log enhancement, refer to the Activity Logs article.

REST API for Company Team Record

IMPORTANT: This feature will be available on or before November 15, 2023.

Gainsight has introduced a new set of REST APIs for efficiently managing Company Teams records. These APIs include Delete, Bulk Delete, Upsert, and Fetch.

Delete API: This API facilitates the deletion of company team records within Gainsight. Many Gainsight customers use external applications, such as Microsoft Dynamics, to manage account teams and synchrnize this data with the Company Teams object in Gainsight. The Delete API helps customers to automate the deletion of company team records in Gainsight whenever corresponding records are deleted in source systems like Dynamics, thus simplifying customers' data management workflows.

Bulk Delete API: This API allows the bulk deletion of company team records within Gainsight, and therefore streamlining the process for handling multiple records simultaneously.

Upsert API: The Upsert API serves a dual purpose by enabling the insertion of new company teams records and updating existing ones in Gainsight. This ensures seamless management of company team data.

Fetch API: The Fetch API allows to retrieve specific details of company teams stored in Gainsight, providing comprehensive access to the stored data.

For more information on company teams APIs, refer to the API for Company Team Record article.

Enhancements for Unification

Gainsight is excited to announce that Unification is generally available with an enhanced user experience (UX) based on the feedback received from a successful BETA. These enhancements are designed to provide admins with a seamless and highly efficient journey with the following features:

• Identify and Resolve Duplicates: Unification introduces a robust mechanism to identify and resolve duplicate records, ensuring higher data accuracy and reliability.
• Ingest Data from Multiple Sources: Unification simplifies the process of ingesting data from various sources. Admins can prioritize these sources, ensuring accurate enrichment of Company and Person records.
• Enrich Custom Objects: Unification empowers admins to enrich a custom object with the Company and Person ID information by associating each row in a custom object with the corresponding Company or Person. This helps enhance overall data coherence.

For more information on Unification, refer to the Unification Overview article.