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Gainsight CS Release Notes October 2024

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This article lists all of the announcements and enhancements from the October, 2024 Customer Success (CS) product release.

Gainsight Release Notes Version 6.43 contains the following section:

  • Enhancements (per module): Describes improvements made in the existing product capabilities.

Note: In the Release Notes, the modules are categorized under Platform.

Icon Glossary For Release Notes

Click here for more information on icons used in the Release Notes
Icons Title Description
Horizon.png Horizon Experience This symbol indicates that the enhancement was made as part of the Horizon Experience (H) project.
Community.png Gainsight Community This symbol indicates that the enhancement originated as a customer suggestion from Gainsight Community.
Auto.png Automatic Update End users have access to the enhancement without Admin configuration.
Manual.png Admin Controlled Enhancement can be viewed only after the admin configures it in the product and makes it available for end users
AI.png AI-Supported Feature The feature or content within the feature has been generated using Gainsight AI. 

Enhancements

Platform

Connectors 2.0

Click here for more information on Connectors 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.
Auto.png Re-Authorization and Re-creation of Jobs Required for Specific Connectors
IMPORTANT: The reauthorization deadline date for the connectors below is now extended to November 30, 2024. No further extensions will be provided after this date. Please ensure that reauthorization is completed as soon as possible. After November 30, 2024, support will no longer be available and job and data sync failures will occur.

Gainsight has upgraded the connectors below to enhance performance and bring in critical upgrades. As a result, the following actions are required for the connectors listed below. It is crucial that you re-authorize the upgraded connector with Admin-level permissions in the respective systems to ensure the jobs are successful post-upgrade.

  • Freshdesk
    • Admins need to click Edit Connection and click Save.
      For more information on how to edit the connection, refer to the Freshdesk Connector article.
  • Zendesk, JIRA, ServiceNow, and Google BigQuery
    • Admins need to re-authorize the connector. The jobs for these connectors will continue to run as new APIs are invoked.
      Note:
      • For BigQuery:
        • If Custom authentication is selected, admins need to click Edit Connection and click Save.
        • If a new Service account is selected, admins need to re-create the Service Private key.
      • For Zendesk: If you use the widget within the application, you need to unlink, reauthorize, and then relink.

        For more information on re-authorization, refer to the following articles:
  • Zuora, Pipedrive, Zoho, and Intercom
    • Customer Success Solutions Consultants (CSSCs) and Customer Success Architects (CSAs) will be in touch to assist with job recreation for these Connectors.
    • Users who have enabled earlier versions but did not create any jobs will need to re-create the connection to the V2 connector if they intend to create any jobs in the future.
Auto.png S3 Security Enhancements

IMPORTANT:

  • Restricted S3 Key Access for the EU customers is available from October 19, 2024. For the US2 customers it will be available from November 02, 2024.
  • Automated Key Rotation Alerts for the EU and US2 customers will be available from November 02, 2024.
  • On the release date of this feature, in instances where the S3 key is more than 180 days old, all super admins will receive an email notification to rotate or update their S3 Keys.

These updates enhance the overall security of the S3 Connector by enforcing stricter access controls and ensuring that key rotation practices are regularly followed. By restricting access to only super admins and automating key rotation reminders, Gainsight aims to reduce the potential for security incidents while simplifying the management of S3 connections.

Key Enhancements:

  • Restricted S3 Key Access:
    • Only super admins can view and manage S3 keys for both Gainsight-managed and customer-managed S3 connections.
    • Non-super admins can no longer view or rotate the S3 keys, regardless of access to Connectors through permission bundles.
    • Gainsight support teams can no longer have access to S3 keys, even when granted access through support channels.

Edit connection settings for S3 bucket, showing access key, API secret, and warning to update S3 key older than 180 days for security

  • Automated Key Rotation Alerts:
    • Super admins receive system-generated email alerts when S3 keys have not been rotated or updated beyond 180 days. These alerts are triggered automatically and cannot be configured. These alerts ensure that super admins are periodically reminded to follow best security practices and routinely update the keys. This applies to both Gainsight-managed and customer-managed S3 connections.

S3 connector setup showing bucket access path, access key, security token, test button, and reminder to update S3 keys every 180 days for security.

For more information on restricted S3 access key, refer to the following articles:

Auto.png Establish Snowflake Connection with OAuth Support

Gainsight upgrades its Snowflake Connector to support OAuth authentication, a secure method of establishing connections without sharing direct credentials. This enhancement addresses security vulnerabilities associated with traditional username and password-based authentication.

For more information on how to establish a Snowflake connection using OAuth, refer to the Snowflake Connector article.

Snowflake connection setup screen with fields for connection name, authorization type, database details, warehouse, username, and client credentials

Unification

Click here for more information on Unification
The Unification feature helps you to unify the Company and Person data and create a unified record in Gainsight.
Auto.png Create New Person from Customer Education and Customer Communities Using Unification

The Preference Order for Data Source section for Person in Unification now supports the automated ingestion and creation of Person records from Customer Communities (CC) and Customer Education (CE). This enhancement streamlines contact management by eliminating manual data entry and ensuring data consistency across platforms. The default setting of this configuration is toggle off for Customer Communities (CC) / Customer Education (CE) integration as soon as one click integration is done.

To create new person records from the data sources, navigate to Administration > Unification and click Preference Order for Data Source. Turn on the Create New Person records from this source automatically toggle.

Unification screen to add and prioritize data sources, showing option to automatically create new person records and field mapping for attributes

Once enabled, any new customer information that is added in CE and CC the Unification automatically updates the records.

For more information on how to create new person records from the data sources, refer to the Configure Preference Order for Data Sources article.

Issues Addressed / Known Issues

The following table lists key issues pertaining to Gainsight Assist and Gainsight Home resolved in the 6.43 release.

Module Issue Summary Resolution
Gainsight Assist The width of the Chrome plug-in was excessive which caused it to slightly overlap with the Compose window. Gainsight has reduced the width of the Chrome plug-in. This is visible to all users.
Gainsight Assist If the primary recipient belonged to only one company or relationship, the company/relationship dropdown in the Chrome plug-in did not auto-resolve. Users had to manually select the dropdown, which added an inconvenient extra step in their workflow. When the primary recipient belongs to only one company or relationship, the company/relationship dropdown in the Chrome plug-in will auto-resolve, provided the relevant feature flag is enabled.
Gainsight Assist When the primary recipient was associated with multiple companies or relationships, the company/relationship dropdown in the Gainsight Chrome plug-in did not display the conflict option unless the user clicked on the dropdown, resulting in an extra step. If the primary recipient is part of multiple companies or relationships, the company/ relationship dropdown in the Gainsight Chrome plug-in shows the conflict option (after the user clicks on the G icon) for the user to select. This behavior is applicable only if the feature flag is enabled.
Gainsight Assist When a duration was set for the Email activity type in the Timeline Admin page, the Chrome plug-in did not recognize it unless users switched between different activity types and returned to Email.

The Chrome plug-in now displays the duration of email activity type, If configured on the Timeline admin page, without requiring users to switch between activity types. Applicable only if the feature flag is enabled.

For more details on Gainsight Assist Chrome Plug-in updates, refer to the Gainsight Assist Chrome Plug-in User Guide article.

Note: The Chrome plug-in release, now globally available across all regions (US1, EU, and US2), is live and accessible as of October 26, 2024.
Gainsight Home The migration process for admins and CSMs required revisions to enhance clarity and ensure accuracy. The migration process for admins and CSMs has been updated. For more information on migration process for admins and CSMs, refer to the Change Document for Gainsight Home (Beta) article.

Note: Old layouts will eventually migrate to the new experience. More details on the plan and timeline will be communicated in the future.