2020 Gainsight End User Release Notes and Internal Changes

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AnnaJ
AnnaJ Member, ALL USERS, Employee Posts: 5 Contributor
in Anaplan Community

Want to know what's going on in Gainsight every month? You will find below release notes and changes we are making to improve Gainsight. This page is updated regularly.

Release dates and more in-depth notes can be found here.

 

Month Gainsight Release Internal Changes Actions
October 
  1. Ability to View Sally Responses in Threads
    Users can now view the responses from Sally in Slack for all the interactive actions directly in the threads.

Screenshot 2020-10-13 at 11.42.42.png

 

2. Ability to Change Activity Type
Previously, users could not edit an Activity’s Type after creating the activity. If they selected the wrong type, they would have to delete the activity and create a new one to revise it. Now, the Activity configuration window includes an Activity Type field. This allows users to change the Activity Type after the activity is created without having to delete the record and lose their progress. 

Screenshot 2020-10-13 at 11.46.18.png

 

3. The new Gainsight Assist Outlook Add-in enables you to access Gainsight email templates directly from Outlook. 

Users can access their Gainsight email templates directly from Outlook, thereby saving time when composing customer emails and helping to drive consistency in communications. Also, the ability to log emails to Timeline from their inbox saves time and ensures that every important conversation is captured

Compatibility: Gainsight Assist is a Web Add-in available for consumers to install from the Office store. Add-in works best with the API set version 1.8. For older versions of Outlook, we do not support some features. 

More detailed information can be found here.

Screenshot 2020-10-19 at 09.31.43.png

 

Use this User Guide to add this new feature to Outlook, understand its capabilities and limitations.

    
September
  1. Gainsight Mobile app is now enhanced to search and access C360 and R360 pages. A new option called Search is available to search a Company or Relationship to access the respective C360 and R360 pages.  On the C/R360 page, you can see the following tabs:

Details Tab: You can see the following sections in the Details tab, in the same order as configured in the Gainsight Web application:

  • Summary
  • Attributes
  • Scorecards 2.0
  • Relationships (appears only in the C360 page)

Timeline Tab: C/R360 Timeline offers a complete view of all activities of a specific Company or Relationship. You can also create, edit and delete the activities from the Timeline Tab, this functions the same way as that of the existing Global Timeline in mobile. 

(You cannot edit the sections of the C/R360 page in the Mobile App, apart from the activities in the Timeline Tab)

 

For a demo, click here
  1. Gainsight Round-up email. Email will land in BPs inbox every-other Monday. A short, concise, personalized and exception based email with 5 reports containing insights into areas such as Adoption, CTAs, Use Case and CS Last Touchpoints.
  2. Release of refreshed BP Dashboard. the revised dashboard follows the flow of the Gainsight Round-up email and includes old favourites from the previous dashboard

Screenshot 2020-09-29 at 11.22.01.png

 
  1. Update your app via Apple or Play stores to see this new feature
  2. Use the search function at the bottom of the screen to find your customer
  3. Review attributes, scorecard and timeline on-the-fly (Note: The functionality to change scores via the app is on the Gainsight roadmap – we will confirm when this is live)
August Next release in September
  1. Update to Account Use Case Record - addition of Former Partner and Expected Deployment Date fields

Screenshot 2020-08-12 at 11.40.29.png

 

  
July No modifications or new features this month
  1. New report added to Use Case Tracking sub tab in C360. The New UX Account Use Case Report highlights your customer use cases with added NUX details.
  2. Contact Roles sub tab in C360 renamed Related Contacts.  
  3. We temporally removed the Contracts section in C360 to sort out data issues. We will confirm when this is enabled again.
  4. Customers / List View UI updated. The list now contains accounts where type = Customer and Customer Billing (linked with account where ARR sits and CS Engagement).

Screenshot 2020-07-27 at 10.26.58.png

 

1. Review your existing Use Cases and update New UX accordingly

2. Review and update roles under Related Contacts

 
June  
  1. Gainsight no longer compatible with versions older than IE v11
  2. We can now easily merge 2 companies should there be an acquisition
  3. Group weights now appear for each measure in scorecard

(From June onwards, release will be every 6 weeks)

  
  1. Use latest version of IE or another web browser
  2. Reach out to Customer Ops if an account is acquired and needs merging
  3. Take a look at the scorecard to see weights for each measure

May
  1. Gainsight Assist Chrome plug-in available. Gives access to email templates and log timeline activities via Gmail. Gainsight are working on an Outlook plug in!
  2. View multiple attributes in C360 in Gainsight Sally within the Gainsight mobile app
  3. Share Timeline activities as emails with the Share via Email option
  
  1. Download plug-in from Chrome store.
  2. You can now see all section names under the Attributes dropdown list, which you can select the required attribute section and view related information - check it out!
  3. Expand a timeline activity, click on 3 dots and choose Send via Email. You have the ability to send to internal and external contacts found in SFDC.
April No enhancements or new features for end user    

 

 

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