Skip to main content
Gainsight Inc.

Gainsight CS Release Notes July 2024

Gainsight Release Notes Version 6.42 contains the following subsections:

  1. Announcements: Describes important changes to the application that are implemented now or will be in the near future.
  2. Enhancements (per module): Describes improvements made in the existing product capabilities.

Note: The modules in the Release Notes are categorized based on the following four product areas: Customer Success (CS), Customer Experience (CX), Platform, and Revenue Optimization (RO). 

Icon Glossary For Release Notes

Click here for more information on icons used in the Release Notes πŸ”½
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 an 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.

Quick View

Click here for more information on Quick View of Release Notes πŸ”½ 
Type List of Enhancements / New Features
Announcements
Admin Controlled Manual.png
Automatic Update Auto.png

Announcements

AI Features Name Changes

We are excited to announce the rebranding of our AI features as part of our marketing initiatives to enhance market appeal and customer resonance. The name changes are as follows:

  • Customer Cheat Sheet → AI Cheat Sheet
  • Meeting Assist → AI Follow-up
  • Takeaways → AI Takeaways
  • Horizon AI → Gainsight AI

Impact on Documentation

This rebranding will impact all relevant documentation. To ensure consistency and up-to-date information, we will be updating the names in our documentation gradually.

Customer Success Qualified Leads (CSQL) and Renewal Center (RC)

Manual.png Separation of Sync Option Dependency Between RC and CSQL

Gainsight is pleased to announce the separation of synchronization option dependencies between RC and CSQL. This allows admins to configure synchronization options from the RC and CSQL admin pages independently. For instance, admins can select Salesforce or Gainsight for RC synchronization and separately choose Salesforce or Gainsight for CSQL synchronization, without any impact on each other. For detailed information about this enhancement, refer to the RC and CSQL section.

Gainsight Home

Manual.png Gainsight Home Redesign: Enhanced Actionability and Insights
  IMPORTANT: This feature will be available on August 24,  2024, along with all the relevant documents (new and updated).

We are excited to announce the latest redesign of Gainsight Home, aimed at enhancing actionability and user experience. Key updates include:

  • New Summary Widget: Featuring vibrant icons and colors for better visual engagement.
  • Detailed Drill-Down Experience: The slide-out panel now offers in-depth key performance indicators (KPIs) and attributes.

For detailed information about this enhancement, refer to the Gainsight Home section.

Cockpit

Manual.png Redesigned Cockpit Admin for All Users - Coming Soon!
IMPORTANT: This feature will be available on August  24, 2024, along with all the relevant documents (new and updated).

The much-awaited Cockpit admin feature enhancement, designed to be more user-friendly and intuitive, will be available for all the customers soon!

The redesigned Cockpit admin:

  • Offers a more intuitive and user-friendly interface, simplifies navigation, creation, and management of Call to Actions (CTAs).
  • Offers admins to manage tasks more effectively with improved visuals and streamlined workflows.

For detailed information about this redesign, refer to the Change Document for Cockpit Admin article.

Connectors 2.0

Manual.png Enhanced Databricks Connector with Writeback Capabilities

Gainsight has enhanced the Databricks connector to support writeback capabilities, allowing seamless data synchronization between systems. With the new Load to Databricks action, users can organize data within Gainsight using Data Designer or Rules Engine and write it back to Databricks tables, ensuring data consistency and up-to-date information across platforms.

For detailed information, refer to the Connectors 2.0 section.

Journey Orchestrator

Auto.png Support for Mailgun as a New Email Service Provider (ESP)

We are excited to announce that Gainsight now supports Mailgun as an additional Email Service Provider (ESP). This enhancement provides our users with more flexibility and choice in managing their email communications. Gainsight currently supports the following ESPs:

  • SendGrid (default)
  • Mailgun

Note: Unless explicitly requested by the customer, the new instance creation workflow will continue to use SendGrid as the default ESP.

For detailed information, refer to the Email Service Configuration article.

Success Plans

Manual.png Redesigned Success Plan Admin for All Users - Coming Soon!
IMPORTANT: This feature will be available on August  24, 2024, along with all the relevant documents (new and updated).

The much-awaited redesign of the Success Plan admin will be generally available (GA) for all users soon.

The redesigned Success Plan admin features:

  • Enhanced Tools for Planning and Tracking Goals: Provides better functionality for setting up new projects and monitoring ongoing ones.
  • Improved Admin Capabilities: Helps admins stay on track and achieve their objectives more effectively.

For detailed information about this redesign, refer to the Change Document for Success Plan Admin article.

360

IMPORTANT: This feature will be available on August  24, 2024, along with all the relevant documents (new and updated).
AI.png Auto.png Reporting On AI Cheat Sheet and Automated Refresh

We are excited to bring you a powerful new enhancement for AI Cheat Sheets that will improve your reporting capabilities and streamline your workflow:

  • Reporting on AI Cheat Sheets: Gain valuable insights with the new reporting feature for AI Cheat Sheets. Now accessible via Report Builder, this feature allows you to track usage patterns, understand who is using the feature and when, and analyze AI Cheat Sheets across different company segments. Easily roll up AI Cheat Sheets at various levels to get the data insights you need.
  • Automated Refresh: Say goodbye to manual updates! The new automated refresh feature for AI Cheat Sheets allows them to be refreshed automatically on a set schedule, ensuring your data is always up-to-date without any extra effort.
AI.png Auto.png AI Cheat Sheet Support in Relationship 360

Currently, the AI Cheat Sheet feature is only available in C360. Based on numerous feedback requests, we are excited to announce that AI Cheat Sheet support will now be extended to Relationships. As we integrate these GenAI features into our pricing and packaging bundle, this enhancement will be a significant addition, encouraging users to opt for an AI license.

Gainsight Everywhere

IMPORTANT: This feature will be available on August  24, 2024, along with all the relevant documents (new and updated).
Auto.png Update to Sally Notifications in Slack

We have listened to your feedback and made an important update to improve your experience with Sally notifications in Slack:

  • Problem: The use of @here in Sally notifications has been creating excessive noise in Slack channels, impacting customer adoption as users opt out of using Sally.
  • Solution: We have removed the @here mention from Sally notifications in Slack to reduce unnecessary alerts and improve the overall user experience.
Auto.png Add Activity Type in Chrome and Outlook Plugins

A significant improvement has been made to the Timeline email integration, aimed at enhancing user efficiency and satisfaction. Customer Success Managers (CSMs) were unable to choose the Activity Type when pushing emails into Gainsight as Timeline entries. The default to the first Activity Type in the Admin configuration led to manual corrections, reducing productivity and negatively affecting CSM Net Promoter Scores (NPS®)

With this update, CSMs will be able to select the Activity Type and Call Duration when pushing emails as Timeline activities. This change simplifies the process and boosts overall productivity.

Enhancements

Customer Success (CS)

360

Click here for more information on 360 πŸ”½
The Customer 360 (C360) is a central hub of your customer’s business information in Gainsight. It synthesizes business data from various sources and provides you with a holistic view of your customers. This minimizes the preparation time for your customer meetings.
Auto.png 360 in Sidebar

Gainsight introduces 360 in Sidebar, a simplified version of Customer 360 (C360) and Relationship 360 (R360) in Gainsight. Main C360 is being rendered in the sidebar with additional customization capabilities to make the user experience for CSMs more seamless and frictionless.

Key Features and Functionalities:

  • User Preference:
    • Admins can switch on the 360 in Sidebar toggle to activate this feature for their CSMs following the major release in July.
      Note: The 360 in Sidebar feature will automatically be enabled for all CSMs after August 24, 2024.
    • Users can navigate from 360 in Sidebar to the full C/R 360 view in a new tab if needed.
  • Familiar Interface:
    • The layout configured for the main C360 is applied to 360 in Sidebar, maintaining a familiar interface for admins and users and reducing the learning curve.
    • Opens in a slide-out panel on the same screen, regardless of where the 360 link is clicked such as Reports, Dashboards, GS Home, Global Timeline, and so on.
      Note: The global search bar results will continue to open in Main 360.
  • Customizable Summary Section:
    • Displays a quick overview of the first five sections pinned by users from C360, with options to view/modify additional sections.
    • Users can customize and pin the most important widgets they refer to daily.
  • Quick Actions:
    • Allows users to quickly create CTAs, log Timeline Activities, and perform other actions directly from the 360 in Sidebar.
    • Enables immediate action on customer data without leaving the current screen.

Gainsight home page showing a portfolio list of companies with ARR values and a detailed scorecard for Abberley Kooiman with health score.

To deactivate 360 in Sidebar, navigate to Administration > C360 Layouts page.

Gainsight home page showing a portfolio list of companies with ARR values and a detailed scorecard for Abberley Kooiman with health score.

For more information on how to configure 360 in Sidebar, refer to the 360 in Sidebar article.

Manual.png Key Dates in Customer Journey Widget

Gainsight is excited to announce a significant update to the Customer Journey widget within the 360 layouts. This update enhances the functionality of the Key Dates feature, providing greater flexibility and customization options for both the Admins and end-users.

Key Changes

  • Limits: Admins can now select up to 30 key dates, previously the limit was only three Key dates.

This increase enables for more comprehensive tracking of important milestones and events providing a richer and more detailed customer journey overview.

Customer Journey widget configuration showing automatic and manual milestones with key dates such as Max VO Date, Renewal Date, and Original Contract Date selected."

Gainsight Home

Click here for more information on Gainsight Home πŸ”½

Gainsight Home is the one-stop workspace for CSMs designed to simplify your day-to-day customer success activities. The new Home page provides you a centralized view of the insights and action items for your portfolio of customer accounts. This reduces the number of clicks to perform actions, eliminates the need to wait for pages to load and reduces switching between multiple browser tabs.

Admins can configure and publish Gainsight Home by navigating to the Administration > Gainsight Home.
Manual.png Gainsight Home Design Improvements

Gainsight is thrilled to announce the redesigned Gainsight Home, focusing on enhancing actionability and user experience.

Key Benefits:

  • Enhanced Icons and Colors: Summary widgets now feature vibrant icons and colors for better visual differentiation.
  • Detailed Drill-Down Experience: New drill-down functionality provides comprehensive insights into KPIs and attributes, allowing users to access more detailed information with ease.
  • In-Depth Data Insights: The enhanced slide-out panel offers a deeper understanding of KPIs and attributes, making data analysis more intuitive and detailed.
  • Widget Design Enhancements: Various widgets now feature rounded corners and subtle drop shadows, improving usability and visual appeal.

dashboard showing company portfolio summary, sentiment analysis, risk, overdue items, and a table of companies with ARR, MRR, renewal dates, and statuses.

Reporting - Horizon Analytics

Click here for more information on Reporting - Horizon Analytics πŸ”½
As a company, you have plenty of customer data available, but the meaningful insights on these may be hard to find. You may have many teams that touch a customer, but no means to coordinate their actions.
Gainsight accumulates and turns disparate customer data from multiple sources into a single source of truth. Review the Customer data-driven insights and deploy actions that drive business outcomes for your clients.
Gainsight’s Horizon Analytics [Reports and Dashboards] are the reporting tools that power your business intelligence. They comprise several features that allow you to make the most of your data to generate business insights for your organization.
Auto.png Enhanced Inline Editing Capabilities: Broader Object Support and Lookup Field Editing
IMPORTANT: This feature will be available on August  24, 2024, along with all the relevant documents (new and updated).

Inline editing now supports direct update to lookup fields and five additional standard objects: Company, Relationship, Person, Relationship Person, and Company Person. This enhancement allows CSMs to edit a broader range of objects inline and make changes directly within lookup fields, improving the editing process, efficiency, and usability.

  • Named Lookup Fields: When you change the value of a named lookup field, all related records are comprehensively updated. For Example: If you change a CSM ID from A to B, all details associated with A are updated to match those of B.
  • Non-Named Lookup Fields: When you change the value of a non-named lookup field, only the specific field value is updated without affecting other related details. For example: If you edit the CSM email ID, only the email ID is updated in all relevant records, while other columns or fields in that record remain unchanged.

Dashboards

Click here for more information on Dashboards πŸ”½

As a company, you have plenty of customer data available, but the meaningful insights on these may be hard to find. You may have many teams that touch a customer, but no means to coordinate their actions.

Gainsight accumulates and turns disparate customer data from multiple sources into a single source of truth. Review the Customer data-driven insights and deploy actions that drive business outcomes for your clients.

Gainsight’s Horizon Analytics [Reports and Dashboards] are the reporting tools that power your business intelligence. They comprise several features that allow you to make the most of your data to generate business insights for your organization.
Auto.png Gainsight’s Cross Product Out-of-the-box Reports and Dashboards
IMPORTANT: This feature will be available on August  24, 2024, along with all the relevant documents (new and updated).

Gainsight introduces out-of-the-box dashboards designed to provide comprehensive insights by integrating data across Gainsight's Customer Success (CS), Product Experience (PX), Customer Education (CE), and Customer Communities (CC) products. These dashboards empower users with valuable, unified data points, enhancing their ability to efficiently manage customer success activities such as value delivery, churn prediction, renewal, and expansion.

Key Features:

  • Unified Insights: Combines data from CS, PX, CE, and CC, offering a holistic view of the customer journey.
  • Comprehensive Visibility: Helps CSMs manage their book of business by showcasing relevant data points and insights.
  • Efficiency in CS Activities: Enables efficient handling of key customer success activities by providing the right data at the fingertips.
  • Enhanced Decision Making: Facilitates better decision-making processes for churn prediction, renewal, and expansion strategies.

Timeline

Click here for more information on Timeline πŸ”½
Timeline is the official record of your customers. It allows you to log information regarding customer interactions in a way that enables you to quickly gather insights and drive action. The Timeline View in the Customer or Relationship 360 allows you to log and view activities that help you track customer interactions over the course of a customer’s life-cycle. You can share the updated 10-min. training on Timeline with your Gainsight end users!
Auto.png Auto-Populating External Attendee Field in P360 Timeline Activity

Gainsight introduces automation in  the activity composer in P360 Timeline, reducing manual effort and enhancing user efficiency. The External Attendee field is now automatically populated based on the Company or  Relationship P360 context. This improvement addresses the automation demand by pre-populating the values when logging timeline entries, thus cutting down on the number of clicks required and simplifying the activity creation process.

Key Benefits:

  • Time-Saving: Eliminates the need for manual entry, decreasing the number of required clicks and saving users’ time.
  • Improved Accuracy: Ensures the correct attendee is added based on the P360 context.
Auto.png Enhanced AI Follow-up (fka Meeting Assist) Prompts

We are thrilled to announce major enhancements to our AI follow-up prompts, designed to boost adoption and elevate customer satisfaction.

Key Enhancements:

  • Concise and Relevant Summaries:
    • Summaries will now focus on up to 20 key decision points, ensuring clarity and relevance.
    • Summary lengths auto-adjust based on call duration, providing tailored content. For example, a 30-minute call might result in a concise 5 to 6 essential points summary, while longer calls could have up to 20 points.
  • Streamlined and Efficient Action Items:
    • Action items are now more focused, eliminating redundancy.
    • Only tasks assigned to CSMs or internal stakeholders are displayed, enhancing efficient follow-up and effectiveness.
  • Enhanced Sentiment Analysis:
    • We now leverage key indicators like word choice, expression, and feedback intensity.
    • Integration with the Chat-GPT model ensures accurate sentiment analysis, improving the overall quality of interactions.

Positive Impact: CSMs can enjoy a more efficient follow-up process with clear, actionable items and precise sentiment analysis, leading to enhanced customer satisfaction and a better overall experience.

Auto.png Default Activity Types for C360 and R360 Pages

Gainsight has enhanced the consistency of the global Create Activity button and the timeline-specific Add Activity button in C360 and R360. With this release, both bring up the same composer screen for a seamless user experience. Previously, the default activity type was always set to Update regardless of recent interactions. With this release, the Activity Type field dynamically pre-populates the activity type based on historical data, ensuring the most common activity type for a specific company or relationship, such as Meeting, Call or Emails, is automatically selected. This update applies to the C360 and R360 pages.

For more information, refer to the Log an Activity section of the Log Activities to Timeline article.

Auto.png Enhanced Gong Integration with Calendar Activities

With this release, Gainsight has re-enabled the merging of Gong calls with activities created in your calendar. This update ensures that calendar-published activities maintain their logged status, preventing duplicate entries in the timeline. The result is improved efficiency and accuracy in the activity tracking process for CSMs.

For more information, refer to the Activities Merge Logic section in the Access Gong Activities article.

Community.png Auto.png Character Limit Restriction for Timeline Notes

Admins and end-users can now capture more data in the notes section of the Timeline Activity composer. The character limit for the notes section increases to 131,000 characters, allowing for detailed information from any integration area, such as Salesforce, Gong, Email to Gainsight, and others.

Manual.png Enhanced Customer Journey Widget with Increased Key Date Capacity

Admins can now configure up to 30 key dates in the Customer Journey (CJ) widget in C360 and R360. This update significantly increases the previous limit of three key dates, providing greater flexibility and detail in tracking important customer milestones.

Customer Journey widget configuration with 2 key dates selected: Original Contract Date and Renewal Date, displaying the option to select first 30 dates.

Community.png Auto.png Filter Reports based on Activity Sentiment Field

In this release, Gainsight introduces a streamlined method for CSMs to generate reports on meetings categorized by sentiment for any particular period. Activity Sentiment applies to both milestone activities and meetings. If a user wants to view only meetings with a red sentiment, they need to filter the Source field by Gong IO/Zoom. This new feature simplifies the identification and reporting of meetings based on their sentiment status.

Customer Experience (CX)

Journey Orchestrator

Click here for more information on Journey Orchestrator πŸ”½ 
Journey Orchestrator is your center for automated communications. It leverages the power of automation to make your job easier as you communicate with customers at scale. Gainsight enables customer success teams to launch automated emails based on customer attributes such as health score, product usage, survey results, and lifecycle stage. Through automation, you can scale customer touches and engage with a growing list of customers often and effectively.
Note: Admins are invited to join live instructor-led training on Journey Orchestrator every 6 weeks!
Auto.png Calculated field support in Owner field and Associated Person field of CTA

Gainsight introduces calculated fields in Journey Orchestrators. Admins can now utilize calculated fields within the Owner and Associated Person fields, as well as source fields in the CTA step, enhancing data management and accuracy.

They can also use calculated fields of ID data types, including GSID, Lookup, SFDC ID, and Who ID, ensuring relevant data is easily accessible.

It is ensured that calculated fields are resolved consistently and accurately within the context of programs to improve reliability and performance.

Creating a Call to Action with options for CTA Type, CTA Name, Owner, Due Date, Priority, Playbook, and Default Owner set to Vijay M.

People Management

IMPORTANT: This feature will be available on August  24, 2024, along with all the relevant documents (new and updated).
Auto.png Change in Functionality: Match Criteria Field Editing

Fields defined as Match Criteria (in the People Admin screen) have now been non-editable by default in various sections of the application.

Affected Areas:

  • C/R360 People Section
  • Inline editing of reports
  • Any other sections where People records are editable

Key Points:

  • Default Non-Editable: Fields set as Match Criteria cannot be edited by default.
  • No Editable Setting: There is no option available to make these fields editable.
  • Modification: To enable editing, you must remove the fields as Match Criteria.

This change is intended to ensure data integrity and consistency across the application.

Revenue Optimization (RO)

RC and CSQL

Click here for more information on RC and CSQL πŸ”½
Renewal Center helps Sales and Customer Success teams reduce churn, identify late renewals, and upsell existing accounts. By enriching Sales opportunities with Customer Success insights, Renewal Center enables teams to run their forecast reviews more effectively. The data science-based renewal likelihood score helps identify renewals most likely to churn based on customer health and engagement. Update forecasts and take immediate action so that your team can win every renewal on time.
With Customer Success Qualified Leads , you can unlock a new pipeline source, expand your portfolio and showcase how Customer Success can be a growth engine for your business. CSQL is a purpose-built lead creation tool for CSMs. The leads are automatically enriched with CS insights and delivered to sales in their CRM helping CSMs to showcase their impact to revenue.
Manual.png Independent Data Synchronization for Renewal Center and Customer Success Qualified Leads

IMPORTANT:

  • With the release of this enhancement, the synchronization configuration for existing Renewal Center (RC) and Customer Success Qualified Leads (CSQL) customers remains the same as the configuration selected prior to this release. For example, if the customer uses the Gainsight configuration, the same configuration is selected independently for both RC and CSQL. The same applies if the Salesforce configuration is selected. Existing customers can change the configuration if required. 
  • The synchronization configuration is preconfigured to Gainsight for new RC and CSQL customers onboarded with or after this release.

Gainsight admins can now independently configure the synchronization options in CSQL and RC.

Key Benefits

  • Independent Data Sync: Allows admins to create and manage RC and CSQL data flows within Gainsight or with Salesforce independently.
  • Better Flexibility: Empowers admins to create RC and CSQL data flows based on business requirements, instead of being forced to make decisions due to tightly coupled data sync configuration.
  • Better Opportunity Visualization: Provides a clear distinction in the CS Qualified Leads table in 360 and the widget in GS Home. When the sync to Salesforce as opportunities synchronization option is selected in the CSQL admin, the table and widget only display opportunities created by CSMs using the Create CSQL button.
  • Easier Sync Switch:  Allows admins to easily switch synchronization options in RC without deleting lead records and in CSQL without deleting opportunity records.
  • Eliminate Unintended Data Sync: Prevents unintended updates to Salesforce opportunity data when using only CSQL with sync to Salesforce as leads configuration.

Consider the image below, data in CSQL is set to sync with Salesforce whereas data in RC is set to sync with Gainsight. Both configurations are independent and do not impact each other's data flow.

  • CSQLs > Sync Options > Salesforce: Qualified leads data syncs as opportunities with Salesforce. Updates made in Gainsight CSQL opportunities reflect in Salesforce opportunities.
  • Renewal Center > Sync Options > Gainsight: Opportunity data syncs only within Gainsight. Updates made in Gainsight do not reflect in the Salesforce opportunity.

Comparison of sync options in CSQL Admin and RC Admin. Both interfaces allow selecting Gainsight or Salesforce for syncing leads or opportunities, with options to clear existing records.

Furthermore, this enhancement allows admins to change Sync Options in CSQL and RC without deleting both opportunity records and lead records, respectively. For example, if you want to change the Sync Option in CSQL from Gainsight to Salesforce, you only need to delete lead records from Data Operations to initiate the switch, unlike before, where you had to delete both lead and opportunity records. Similarly, to change the Sync Option in Renewal Center, you are not required to delete opportunity and lead records created from CSQL.

Note:

  • A standard field, Source Type, in the GS Opportunity object identifies whether the opportunity is created from RC or CSQL features. The values stored in this standard field are CSQL and OPPORTUNITY. For example, for opportunities created from CSQL, the value in this field is populated with CSQL. For opportunities created or loaded via RC, Connectors, Rules Engine, C/R 360, or CTAs, the value in this field is populated with OPPORTUNITY.
  • When an opportunity is updated, Gainsight checks the source from where the opportunity was originally created or loaded. If the opportunity source is CSQL, then the synchronization options configured in the CSQL admin are followed. If the opportunity source is RC, Connectors, Rules Engine, C/R360, or CTAs, then the synchronization options configured in the RC admin are followed.

For more information on how to configure Sync Options in CSQL, refer to the Configure Sync Options section of the Configure CSQL article.

For more information on how to configure Sync Options in RC, refer to the Sync Options section of the Configure Renewal Center article.

Rules Engine

Click here for more information on Rules Engine πŸ”½
Rules Engine is designed to improve your underlying customer data to produce superior customer outcomes. It can perform powerful multi-step, in-memory data transformations for large datasets in Gainsight within one rule. Transformations include aggregations, multi-dataset merges, formulas, and time-series calculations; helping your team to better identify meaningful data signals.
Auto.png Rules Templates on CE/CC/PX data

Gainisght introduces a beta feature with four new cross-product (PX, CC, and CE) templates for multi-product customers to drive outcomes or take actions based on metrics across products. They are designed to enhance customer product adoption tracking, feature usage, learner engagement, and community engagement.

These templates provide valuable insights and automate risk identification to ensure optimal product utilization and customer satisfaction.

IMPORTANT: These templates are installed only if the relevant product (PX, CC, and CE) is purchased and a connection is established.

The following four set score rule action templates are available:

  1. Product Adoption Score Measure (PX) This template allows admins to set and update the Product Adoption score by tracking active users over a specified period.
    Benefits:
    • Organizations can gain accurate insights into adoption rates and user engagement.
    • This enables data-driven decisions to improve product usage and customer satisfaction.

      Interface for updating product adoption scores based on active user visits, with options to set the score type, connection, product, time frame, and scorecard criteria
  2. Admin Adoption Risk (CE) This template allows admins to create a Call to Action (CTA) for companies with few certified users.
    Benefits:
    • It helps organizations address adoption risks by notifying CSMs when a company drops below a certification threshold. If there are fewer certified users of a product in an organization, it could lead to lower product adoption.
    • This enables CSMs to take timely actions using predefined playbooks to improve certification rates, enhance customer engagement, and reduce adoption risks.

      Interface for creating a CTA for companies with fewer certified users, with options to set the number of certified learners, certification type, CTA name, CSM assignment, and playbook inclusion.
  3. User Engagement Measure (CE) The new template allows admins to set and update the User Education Engagement score based on course enrollments in CE.
    Benefits:
    • This feature improves engagement metrics using real-time CE Learning Progress scorecard enrollment data.
    • Organizations can better monitor and enhance their educational programs, ensuring a more engaged and educated user base.

      Interface for updating user engagement scores based on course enrollment, with options to set the score type, scorecard, and criteria for the rule.
  4. Community Engagement Risk (CC) This template allows admins to create a CTA when end-user interactions in the community significantly drops over a specified period.
    Benefits:
    • It helps organizations quickly identify and address engagement risks. When interactions decrease, a CTA is assigned to the CSM.
    • This proactive approach maintains high user engagement and an active community.

      Interface for creating a CTA when community engagement decreases, with options to set the time period, engagement drop percentage, CTA name, CSM assignment, and playbook inclusion.

These four new templates help you monitor product and feature adoption, maintain certification levels, and adapt an active community. This enables proactive risk management, better customer support, and product optimization.

Platform

Connectors 2.0

Click here for more information on Connectors 2.0 πŸ”½
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 Enhanced Databricks Connector with Writeback Capabilities

Gainsight has enhanced the Databricks connector to support writeback capabilities, allowing seamless data synchronization between systems. With the new Load to Databricks action, users can organize data within Gainsight using Data Designer or Rules Engine and write it back to Databricks tables, ensuring data consistency and up-to-date information across platforms.

Key Benefits:

  • Enhanced Data-Driven Decision Making: Combining Customer Success (CS) touchpoints with enterprise data provides comprehensive insights into customer behavior, satisfaction, and product usage.
  • Improved Customer Experience: Integrating CS data with Databricks helps identify patterns in customer interactions, enabling proactive and personalized service. Enterprises can develop predictive models to anticipate customer needs, enhancing satisfaction and retention.
  • Streamlined Operations: Integrating CS data with Databricks breaks down data silos, making all customer information accessible on a single platform. This integration streamlines workflows across departments like sales, marketing, and support, leading to more efficient operations and better resource allocation.

Rule Details configuration in the Rules Engine with Rule Name 'Databricks WB', set for Company, folder 'Uncategorized', and description field

For more information on how to write back to Databricks, refer to the Load to Databricks Action Type article.

Manual.png Re-Authorization Required for Specific Connectors
IMPORTANT: Admins can upgrade the Zuora and Intercom Connector from July 27, 2024, and the Zendesk connector from August 24, 2024. 

Gainsight is upgrading the connectors to enhance performance and bringing in critical upgrades. As a result, with this release, the following connectors need to be updated:

  • Zendesk:
    • Admins need to re-authorize the Zendesk connector and if not authorized, the jobs remain inactive. Once re-authorization is done the jobs will start with data that is not synced.
    • Once re-authorization is done, users need to re-link Gainsight widget in Zendesk.
  • Intercom: Admins need to authorize Intercom V2 Connector and re-create the jobs.
  • Zuora: Admins need to authorize the Zuora V2 Connector and re-create the jobs.
Auto.png Enhanced PX-CS Integration
IMPORTANT: This feature will be available on Augus t 27, 2024, along with all the relevant documents (new and updated).

Gainsight enhances PX-CS integration by introducing snapshotting of data in platform usage objects.

  • Feature Usage Aggregate Data Snapshots: Admins can now snapshot usage data to analyze daily feature usage trends, create detailed reports, and improve customer journey insights.

The following new data sets are introduced to ingest data from PX into Gainsight:

  • User Level Usage Data Snapshots: Enables tracking of individual user interactions to tailor customer experiences based on user behavior.
  • User Level Engagement Data Snapshots: Facilitates monitoring of daily engagement metrics to refine customer engagement strategies.

Key Benefits:

  • Supports 1-day usage data snapshots, in addition to existing 7,  and 30-day options, providing more detailed insights.
  • Daily data snapshots enable precise trend analysis and better visualization in 360 views.
  • Backfill of data for the last 30 days.

Import Usage Data from PX to CS interface showing options for Account Feature Usage, User Feature Usage, and User Engagement data types

Auto.png New Datasets From Community (Upvotes, Badges)

Gainsight now introduces new datasets from Customer Community (CC) into Customer Success (CS).

  • #Upvotes: Measure the popularity and support for ideas with upvote counts with company level details.
  • Badge: Identify and recognize community user achievements and engagement levels.

Key Features: With these datasets, Gainsight provides out-of-the-box Dashboards to enhance visibility, improve efficiency in CS Activities, and enhance decision making.

Auto.png Load Data from any Customer Relationship Management (CRM) Tool into Gainsight’s Standard Opportunity Objects
IMPORTANT: This enhancement will be available on July 23, 2024, for EU and US2 customers. 

Gainsight now enables administrators to load data into standard opportunity objects from any external customer relationship management systems (CRMs) such as HubSpot, Microsoft Dynamics, Zoho CRM, Pipedrive, and so on.

How does it benefit administrators?

Gainsight administrators can now directly pull deals or opportunities data into the standard opportunity objects instead of spending time creating custom objects and configuring rules. This enhancement allows admins to:

  • Select standard opportunity objects as the destination when creating and running connector jobs. 
  • Use these objects to generate reports such as Gross and Net Revenue Retention to study renewals and churns, and make informed decisions.

MS Dynamics Job configuration window showing a list of standard opportunity objects under "Add to Destination" with options like GS Opportunity, GS Pricebook, and GS Record Type.

Which CRMs and standard opportunity objects are supported?

  • Supported CRMs: HubSpot, Microsoft Dynamics, Zoho CRM, Pipedrive, or any other CRM used by the organization.
  • Supported standard opportunity objects: GS Opportunity, GS Opportunity Stage, GS Opportunity Line Item, GS Pricebook, GS Pricebook Entry, Record Type, and Product.

Note:

  • Out-of-the-box connector jobs for standard opportunity objects are not available for any external CRM except Salesforce.
  • To avoid job failures, run the Company, Company Person, and User sync jobs before running any connector job to load data into the standard opportunity object.
  • For any opportunity created using Connectors from any external CRMs, the value in the Opportunity Source field of the GS Opportunity object is populated as CONNECTOR_{CRM Name}. For example, for an opportunity created from an SFDC Connector job, the value is populated as "CONNECTOR_SFDC".

For more information on how to create a new job using external CRM systems, refer to the CRM Integrations article.

User Management

Click here for more information User Management πŸ”½
Admins can use this feature to manage Gainsight users and their allocated licenses and permissions. User Management can be accessed from Administration > Users and Permissions > User Management.
Manual.png Improved Single Sign-on (SSO) Experience for CS Users

We are excited to introduce user experience enhancements in SSO, improving configuration management for admins and enhancing the login experience for users. These enhancements are applicable only to tenants where the SSO configuration is enabled.

What’s Changed?

  • Enhanced Warning Messages for SAML Configuration: Security Assertion Markup Language (SAML) configurations impact all product instances connected with the tenant. To prevent accidental modifications, an additional layer of warning messages helps admins avoid making unintended changes.

    Note: Warning messages are not displayed for customers with access to only one instance.

    Consider the image below, admin makes changes in SAML configuration and proceeds to save the changes. They receive a warning message asking for confirmation and can opt to click I Understand to proceed.

    Settings configuration popup alerting that changes will affect all product instances, listing various sandboxes and environments.

  • Improved Login Experience for Multi-Instance Access: Users logging in are prompted to select the product instance they want to access instead of automatic login to the last used instance. This removes confusion for users with access to multiple products and delivers a clearer, more intuitive login process.

    Note: Admins can restore the default configuration from the Settings page, to automatically redirect users to their last-used instance.

    Consider the image below, admin selects the Give users the option to choose which instance to log into configuration. When users log in to their  accounts, they are prompted to select the product and the instance they want to access.

    Settings page with the option "Give users the option to choose which instance to log into" selected. And the Login page prompting users to select an instance from a dropdown menu.

Auto.png Ability for Admin to login as a User

Gainsight introduces the ability to login as users to Admins. It focuses on enhancing the admin experience to streamline issue resolution and user support, as well as ensuring secure and accurate access for users.

Enhanced Troubleshooting and Support: Admins can now efficiently understand and troubleshoot user issues. Previously, resolving even minor issues required extensive back-and-forth screenshot sharing between admins and users, consuming considerable time. With this enhancement, admins can quickly identify the root cause and provide timely guidance, significantly reducing resolution times.

Partner User Access and Security: Admins can now set up partner users with the assurance that security is a priority. To ensure partners receive the correct access, admins can log in as a partner and test configurations before partner users access the product. This enhancement allows admins to verify that everything is set up correctly, providing peace of mind and enhanced security for partner user access.

Note: This feature is only available for SSO-enabled tenants and is applicable to super admins. It is shown only in NXT login, not in the Hybrid edition.

User Management dashboard showing user list with options to edit, make inactive, send welcome email, and login as user for selected users.

Auto.png Differentiation between CS Production and Sandbox

Gainsight introduces a new feature that clearly differentiates between the CS Production and Sandbox environments. This update aims to eliminate user confusion and ensure clarity when working within different instances.

A distinct "Sandbox" tag will now be displayed at the top right corner of the Sandbox instance. This visible indicator will help users quickly identify that they are in the Sandbox environment, preventing any mix-up with the CS Production environment.

The addition of the Sandbox tag ensures that users can easily distinguish between the Production and Sandbox environments.

Note: This feature will be automatically applied to all Sandbox environments.

A user management dashboard displaying authentication settings with a list of connections, their types (SAML, GSUITE, DB), and their status toggles.

  • Was this article helpful?