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Hi All! Following up to @sakumar’s post from yesterday announcing our April 2022 release, I wanted to share some additional information and materials. There are a TON of new and exciting capabilities in being introduced this quarter 🎉🎉Here are some resources that are available to help you learn more and get your teams excited about using these new capabilities: Learn more about how you can supercharge CS team productivity and capture the full picture during customer interactions with our Gong + Timeline integration: Check out this datasheet Find us on the Gong Marketplace Watch a demo here Learn more about Timeline and share best practices in our Timeline section of the community Find out how Impact Analyzer helps you fine-tune you CS strategy with a data-driven approach in this new datasheet Note: this is available as part of CX Center (which is a paid add-on) You can learn more about how CSQLs will enable more programmatic expansion and help you demonstrate the impact of
Hi Community! We want your feedback via a live advisory session with our Product Management team What is the Virtual Customer Advisory (VCA) about?We want to build Journey Orchestrator solutions and integrations for all post-sales customer journeys and use-cases. For example:Solution for Renewals - to automate end to end renewal journeys from sending the first renewal reminder emails to automatically sending quotes. Solution for Webinars - Sending webinars invitations to the right set of contacts and closing the loop by taking actions based on if they registered/ attended.We want to listen to your feedback and understand use-cases and their priority. Who is the right person to Enroll?Active Admins who are using Journey Orchestrator. When is this happening?We are planning a number of sessions in the last week of Oct 2020 What should you do?Please register for the roundtable to the slots provided using this form.
Hi Community! We want your feedback via a live advisory session with our Product Management teamWhat is the Virtual Customer Advisory Meeting about?We are investing in a purpose built solution for Customer Success Qualified Leads (CSQL). This feature will allows CSMs to: Create Leads and share it with AMs/AEs. See reports on the value of CSQLs they created, the value of CSQLs that converted to an Opportunity and the value of Opportunities that were won. We want your feedback on some of your most common use cases, current pain points, and we’ll also share insight into our roadmap in this area. Who is the right person to Enroll? Customer Success Managers who are involved in identifying potential Expansion opportunities (Upsell & Cross-Sell) Account Managers and Account Executives who are responsible for Expansion (Upsell & Cross-Sell) Admins who have configured / or interested in configuring CSQLs When is this happening?We are planning sessions on August 25th and on th
We’ll be sending the High-Level Product Release Summary list for V6.33 July/August release by New date: June 24, 2022 (old date June 21, 2022) (through emails, engagements, and Community).Following are the V6.33 July/August customer release dates:NXT: EU July 23/US July 30 SFDC: August 02FYI@karl@minh_phan@chuck_girard@neelam_mukherjee@courtney_hauser@lane_h@dshorter@anirbandutta@Adrian Raposo@Divya
The March v6.12 release of Gainsight CS for the Salesforce edition is live in production orgs that take automatic updates! Many of the enhancements in this release are focused on saving our Admins time! (+ scroll down for a special holiday message) Highlights from this release include: Quick Access to Detailed Program Execution History Improved Sandbox Management process Easily update Success Snapshot Configurations For more information, check out the SFDC ed. release notes and this 3-min. release highlights video! ------ Additional Resources & Updates NXT v6.12 Release Notes & NXT v6.12.2 Patch Release Notes & NXT 6.12 highlights video NXT v6.13 is coming March 21 for EU customers, and March 28 for US customers! PX March release is coming March 31 ------ Special St. Patrick’s Day Message And since we could all use a little childlike joy these days...
@All - We really appreciate all of the product inputs that our customers take the time to share with us on the Community. Your feedback helps us build better products and services, and stay in tune with what customers want, need and expect. We want you to know that our product team listens and carefully considers your ideas and concerns. I'm happy to report that we have implemented many suggestions from the Community in the v6.17 release! In our release notes, Ideas that originated on Community are marked with the “C” icon. SFDC edition v6.17 Release Notes NXT v6.17 Release Notes Below are a few feature highlights with links to documentation:Company Intelligence Section in C360 Mobile App enhancements New Solutions Added in Sightline Vault Re-run Failed Modules in Company Merge Use Path Parameters for Embedded URLs Modifications in Company Intelligence Signals Snowflake Data Source in Data Designer Ability to Test Run the Snapshot Identify People with No Engagement in last 90 days An
Hi Community! We want your feedback via a live advisory session with our Product Management team What is the Virtual Customer Advisory Meeting (VCAM) about?We are focusing on the Admin experience related to Cockpit for this VCAM. We would like to know what improvements you’d like to see for admins configuring Cockpit and what enhancements for Cockpit rules would make your admin lives easier. Who is the right person to Enroll?Admins who extensively configure cockpit settings (CTAs and tasks) and/or Admins who extensively setup rules to create CTAs When is this happening?We are planning a number of sessions in the Last week of July or 1st week of August 2021. What should you do?Please register for the roundtable to the slots provided using this form. We will reply back with a calendar invitation. If you are unable to use Google forms due to company restrictions you can email email@example.com to sign up.
Hi All, Based on your feedback, we are pushing few changes in Timeline to make the user experience better. We wanted to give you an early update to help you get familiar with the changes.Here is a summary of what's new (and what's the same):1. Making Timeline more readable by making fonts darker, font sizes bigger, icons brighter, etc. 2. Resolving issues from formatting and copy-paste actions3. Making the notes section in the composer bigger and making it easier to take notes4. There is no change in other functionality. Below are a couple screenshots to showcase the improvements. As you can see, they are minor, but they make the experience a more enjoyable and usable one. These changes will be generally available in Feb patch release (Feb first week).Thanks,Nitisha
Hello Everyone,We really appreciate all the product inputs that our customers take the time to share with us in the Community. Your feedback helps us build better products and services, and stay in tune with what customers expect. We want you to know that our product team listens and carefully considers your ideas and concerns. I'm happy to report that we have implemented some of your suggestions in the v6.21 release!Following are the Community posts implemented in this release: Rich Text Format HTML Tags Can we add the ability to create CTAs from Slack gainsight_sally View cockpit by tasks Company Intelligence Section in SFDC Widget Appending the HTML tags in SFDC Fields For more information, refer to the v6.21 (SFDC / NXT) release notes.Thanks!
C360/R360 Beta Program What is C360/R360 new experience ? -C/R360 is one of the most utilised areas within our CS offering making it a priority for our team to continually improve the end user experience to ensure it evolves as do the needs of our customers. The new experience is loaded with improvements to drive our users' capability to be even more productive while delivering the outcomes their customers expect. Some of the key improvements include:Improved visualisation for easily digesting customer data. The ability to view and interact with customer data directly from within the C/R360 page view Increased user efficiency with new inline editing capabilities More options for personalisation within the 360 experience Overall simplified admin user experience Please ask your Customer Success Manager to nominate you, if you’d like to participate in this Beta Program.
Gainsight released version 6.3.2 patch on May 21 which enables Admins to pause and resume a published program. Previously, in Journey Orchestrator, users could not pause or resume a Program in an Active status. Now, Admins can Pause and Resume an Active Program, and when it is paused, the Participant's status is set to paused. The Actions/Activities that are in queue at the time when the Program is paused are executed normally, and the participants are paused only at the next Wait Timer/Conditional wait. Once the Program is resumed, all the timers will be adjusted to account for the paused duration. For example, assume you have a step which says Wait for 3 days, but you have paused the program for a day and then resumed it. The wait step automatically recognizes the pause duration of 1 day, and now waits for 4 days instead of 3 to compensate for the pause duration. Note: While the program is in a paused state, Gainsight is not listening for events such as Ope
Hi Community! We want your feedback via a live advisory session with our Product Management team What is the Virtual Customer Advisory Meeting (VCAM) about?We are planning to improve the email template builder experience and would want to get your feedback around your use cases and your input on our roadmap plans. Who is the right person to Enroll?Admins who are using Journey Orchestrator and especially those who build email templates. When is this happening?We are planning a session in the 2nd week of August 2021. What should you do?Please register for the roundtable to the slots provided using this form. We will reply back with a calendar invitation. If you are unable to use Google forms due to company restrictions you can email firstname.lastname@example.org to sign up.
The v5.14 release will be live in production orgs on Wednesday May 16. For a preview, check out this [url=https://vimeo.com/269095520]video[/url]. Final [url=https://support.gainsight.com/Release_Notes/Current_Release_Notes/Release_Notes_Version_5.14_May_2018]Release Notes[/url] are available now. This release includes Dashboard Permissions for dashboards and dashboard folders at the user and user group level. Permissions are [b]not[/b] enabled by default; our Support team will reach out to you in the weeks following the release to confirm enablement and access to the new feature. It also includes some popular requests for rules engine enhancements, including adv. filters in the list view, reordering and cloning actions. We're also introducing a Surveys 2.0 Beta with a new question library, display and skip logic, and custom survey domains and sites. Admins can enable the new tab in Setup > Apps.
The 2020 Release Calendar is available now: SFDC edition NXT PX releases typically follow the SFDC Production org release dates Due to some earlier adjustments in the schedule, the 6.11 release will be coming out pretty quickly on the heels of 6.10: 6.11 for EU NXT customers: Jan. 25 6.11 for US NXT customers: Feb. 1 6.11 for SFDC Sandbox orgs: Feb. 4 6.11 for SFDC Production orgs: Feb. 18 Please be aware that changes to release dates are possible as we progress through the year. We’ll keep you updated here if any changes are required.
Are You a GameChanger? The GameChanger Awards are designed to recognize and celebrate our customers leveraging Gainsight to change the game of customer success and experience for their companies, customers, teammates, and partners. A GameChanger is intuitive, always authentic, never stops challenging the status quo, and just might have superpowers. Sound like you? We thought so! Nominations must be submitted by 6pm PT on Monday, April 27th. Winners will be celebrated during Pulse Everywhere taking place virtually on May 13-14th, and will receive their official GameChangers Award and jacket and two free tickets to Pulse 2021! Visit this page for the complete details on all of the award categories, and to submit your nomination! Award submissions are open to all Gainsight customers. In Order to Win: Results must have been achieved between March 1, 2019 and March 31, 2020. Submissions must include substantial quantitative and qualitative results. Please submit as a Microsoft Word .DOC
The CS 6.15.1 Patch Release is live for NXT customers today. The patch contains some visual adjustments to Scorecards, an increase to the character limit for Dropdown Item Names in Data Management, and bug fixes. We’ve also included enhancements to JO Program Analytics that went out in a hot fix last week. The next major CS release will be July 14 / 18 for NXT EU and US customers, and July 21 for SFDC customers.
Hi Community! We want your feedback via a live advisory session with our Product Management team What is the Virtual Customer Advisory Meeting (VCAM) about?We are planning to improve the analytics experience for Gainsight Surveys - in particular NPS and CSAT surveys. We want your feedback on some of your most common use cases, current pain points, and we’ll also share insight into our roadmap in this area. Who is the right person to Enroll?Survey admins and team members analyzing NPS/CSAT survey responses. When is this happening?We are planning sessions on August 6th and August 11th. What should you do?Please register for the roundtable to the slots provided using this form. We will reply back with a calendar invitation. If you are unable to use Google forms due to company restrictions you can email email@example.com to sign up.
Hi Community,You might have seen the news in the various social media channels, but in case you missed it, we're super excited to announce the Majority Investment from Vista Equity Partners in Gainsight! You can read more about it in our press release. As our CEO, Nick Mehta said: This investment is "validation of how far the Customer Success community has come over the last seven years and how important our work is to the growth and financial strength of some of the world’s leading businesses". As members of the Gainsight Community, we are thankful for your ongoing support and engagement. Input from Community members has helped us improve our product and on the flip side, we've been honored to be able to help many of you solve some of your business challenges too. We're pumped up for the partnership with Vista Equity Partners and also pumped up to continue to partner with all of you via our Community. See you in a Community topic soon! Happy Posting!!!
About the AuthorsDarshana Shah, VMware @darshana.shah - As a Customer Success Ops Leader and Level 3 Certified Admin, I help guide and improve our system to successfully produce powerful data analytics to drive action toward CS goals. Over the last 3 years I have spent much of my time, outside of my day to day, participating in Gainsight’s CS Ops Product Council, engaging with the Gainsight product team, and actively engaging other admins through our Slack channel. I have learned so much and been able to help new Gainsight admins on their journey.Sarah Miracle, Newsela @sarahmiracle - As Gainsight Adoption Manager, my primary responsibilities are to ensure our business is using Gainsight to its maximum potential and that system users are adopting the platform. As the System Admin, I research, build, and implement functionality in Gainsight to support our CS workflows. I have my Level 1 Associate Admin and Level 2: Reports and Dashboards & Journey Orchestrator certifications with p
Hello Everyone,We appreciate all the product inputs that our customers take the time to share with us in the Community. Your feedback helps us build better products and services and stay in tune with what customers expect. We want you to know that our product team listens and carefully considers your ideas and concerns. I'm happy to report that we have implemented some of your suggestions in the v6.22 release!Following are the Community posts implemented in this release: Allow reporting on custom mapped fields in Journey Orchestrator HIGH PRIORITY- Report on custom fields from JO programs Sally Quick Insights Records Limit Ability to rename field names while we add them in sally query filters under quick insights [Sally] Quick insights: reports to update when updated in report builder Sally > Quick Insights types Improvements in Quick Insight type image report in sally For more information, refer to the v6.22 (SFDC / NXT) release notes.Thanks!
When we migrated our Community to a new platform last month, we updated the forum/category structure. This means you need to subscribe to the new categories you’re interested in to receive notifications of new content! Recommended Categories to Subscribe to: Product News and Updates: to stay in the know about upcoming product releases, patch release notes, pilot programs, and more. Events and Office Hours: for PX and CS office hours schedule, upcoming webinars, and live events. PX Ideas and PX Discussions: for customers using the PX application to discuss product questions, share best practices, and vote on product enhancement ideas. How to Subscribe to Categories: To Subscribe to a category, navigate to the category using the links above, or through the home page Menu: Then, click the Subscribe button: That’s it! You can also edit your category notification preferences at any time by visiting your Profile > Settings. If you’re subscribed to a post that you no longer want to f
Virtual Customer Advisory Meeting - Value delivery for Product Managers with the new PX and CS integration
Hi Community! We want to hear out and validate our roadmap with respect to the PX <> CS integration via this round table set up with you and our Product Management team. What is the VCAM about? How Product Managers get value with the Gainsight PX <> CS integration. What is the Agenda of the VCAM? Product Managers work with usage data day in and day out and make critical decisions based on the adoption metrics. Decisions around growth potential, where to invest next, and even Pricing decisions. The agenda of this round table format of VCAM would be to understand how Product Managers can benefit from the integrated experience of Gainsight PX and Gainsight CS. What is the outcome of this VCAM? We are looking at majorly two outcomes from this setup - Understand the point of view from our PX users (Product Managers) about some of the GTM metrics and/or insights that they need while making key product decisions Showcase some of the early ideas that we have in mind to help
It’s no news that Ideas are the most used service on the Community platform.But it is news, and the cat’s already been out of the bag, that we’ll now have a way to Submit Ideas specific to Product areas and be able to sort them based on Product Areas. So you won't have to scroll through the entire CS Product Ideas ocean to locate the ones on ‘Journey Orchestrator’, for e.g. WhenOn July 4th when most of us will not be using this platform, the current Ideas submission will be turned offYou will be able to submit Ideas till the day earlier, but not on July 4. The broad stepsOn July 4th, European standard time time 10am, Migration to the new home: Believe it or not We have only about 6750 ideas in the system.It is only fair that they get a house of their own on the main navigation, instead of having to scroll from the Community dropdown, and that’ll take some time. New home for Ideas on the main menu TimelineThe overall Migration > Mapping to the newly provisioned Product Areas > QA
We like to thank everyone for posting your thoughts on Community. @All - We really appreciate all of the product inputs that our customers take the time to share with us on the Community. Your feedback helps us build better products and services, and stay in tune with what customers want, need and expect. We want you to know that our product team listens and carefully considers your ideas and concerns. I'm happy to report that we have implemented many suggestions from the Community in the v6.19 release! In our release notes, Ideas that originated on Community are marked with the “C” icon. SFDC edition v6.19 Release Notes NXT v6.19 Release Notes
Gainsight is excited to announce the addition of a few much-anticipated features and enhancements that will improve Admin and User experience. The v6.33 release is live in NXT orgs in the EU as of July 23, and for US customers on July 30. Check out the release notes. Some highlights from the NXT release include:SIMPLE PROGRAMS IN JOURNEY ORCHESTRATOR: Simple programs make it easier to automate customer engagement. Design journeys with a single predefined source (CSV, Segment, Data Designer, and Event) and single action type (CTA and email), requiring little preparation or administration. Learn more MANAGE COMPANY DATA ACCESS THROUGH TEAMS: The Teams feature allows admins to control which users have access to a company's data. For example, when admins assign users to a specific company in Teams, only those users will have access to that company's data. Learn more NEW X-ORG EXPERIENCE: Gainsight has redesigned X-Org to simplify and improve the admin experience while migrating assets betw
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