Product Updates

Welcome to Gainsight Customer Education’s Product Updates debut—your go-to destination for key content about our latest feature releases and launches.  Our Customer Education product gives you a powerful and scalable way to onboard and educate your customers. With built-in course authoring tools, analytics, advanced customization capabilities, and powerful integrations, you can deliver learning experiences that not only drive product and customer retention, but make your customer-facing teams more productive.  And we’re excited to use this community to continue collecting feedback—from you!—influence our product and make it even easier to deliver digital customer education.  We’re excited to use community to continue collecting feedback to influence the roadmap Let’s dive into some new features and updates to Gainsight Customer Education! New Feature: Learner Transcripts for Admins Managing your learners just got easier and more streamlined. Introducing Learner Transcripts for Admins.  With Learner Transcripts, you have a centralized and comprehensive summary of every learner’s engagement with your academy, including details around courses they’ve taken, completion dates, progress, and certifications. Not only will this make it easier for you to manage your learners and monitor their progress, but it’ll win you time back to focus on more high-value tasks that ensure your customers are happy, like success planning and proactive support.  Want to learn more about admin transcripts? Check out this article. Feature Update: Instructor-led Training (ILT) We’ve made a handful of updates to instructor-led training (ILT) that aim to streamline your administrative process, including a refreshed UI to make it consistent with the rest of the Customer Education product.   Additional updates:   More data: You now have access to more insights into ILT engagement, including session count, next session, and status Streamlined event creation experience: We’ve broken the creation process into steps, so you no longer have to enter all of the event’s details at once  Delete events: You can now delete events Want to learn more about ILTs? Check out this article. Heads Up: Your Login Experience Has Changed Your login experience looks a bit different. Here’s what you can expect:  Instead of the legacy login screen where you’re prompted to enter your email address and password, you’ll see a simpler screen asking just for your email.   When you enter your email address, our platform will direct you to the appropriate authentication flow based on your account. Why did we do this? It’s our first step toward integrating Customer Education into the greater Gainsight universe, so you get the most seamless experience possible. And more changes are coming soon, including a new navigation and more intuitive ways to switch between your accounts and Gainsight products. What do you think? We’re always open to feedback, so let us know what you think in the comments! If you want to learn more about Gainsight Customer Education and best practices, the Share Industry Knowledge and Discuss Product Features forums are now open. 

Gainsight first announced Horizon AI back in 2021 and we haven’t looked back. In fact, we’ve continued to double down and push the boundaries to make Horizon AI more - more tangible, meaningful and effective for our users. Today, we’re introducing new AI capabilities: Meeting Assist, Takeaways, and Cheat Sheet. To learn more about these features, watch the recording and read the Q&A from our customer webinar! With Meeting Assist, skip the mundane and time consuming tasks of taking & transcribing customer call notes into Gainsight. Automatically generate an AI-powered summary of your calls, create Tasks instantly for recommended follow up actions, as well as gather pre-identify risks. Available today for Gong.io calls, with future integrations coming soon. See it in action below!  Leverage Takeaways to surface an aggregated summary of recurring customer feedback and opinions, automatically searching and summarizing customer insights from survey responses as well as Timeline entries. View key themes, positive and negative sentiment, and drill into specific responses to better focus your team's efforts. Check it out below!  Use your trusty Cheat Sheet to get a quick look at your customer’s key data points, including an overall summary recap, renewal discussion insights, strategic priorities, key projects, and more surfaced from all the customer data in your Timeline. Catch up on newly assigned customers, clue in an executive to critical customer data, or just refresh your memory with ease. See it yourself! We’re Putting the Control in Your HandsYour security and privacy is paramount. That’s why we’re releasing built-in controls that give your admins the ability to toggle generative AI on or off. These features will not be automatically turned on.  Visit the Horizon AI settings page under Administration and just flip the switch to unleash the power of Horizon AI today! 

Welcome to Product Updates in the Gainsight community! In this section, we’ll post key content around our latest feature releases and launches, and share what’s coming soon across Gainsight’s product offerings.  Hubspot & Gainsight: A Perfect Pair 🤝 If your organization uses Hubspot CRM, then we've got an exciting announcement for you! Gainsight has made a significant enhancement to our HubSpot Connector, improving how your teams can sync data bi-directionally between Gainsight and Hubspot. This update expands the number of objects supported by the integration, adds new bi-directional flows, and keeps your teams up to speed on customer activity across your tech stack. Check it out for yourself in the quick video below 👇  Use this enhancement to:Improve Data Hygiene: Deep, bi-directional sync eliminates data gaps, making it easier for your teams to share crucial customer data. This paves the way for maximizing customer retention and expansion. Empower Go-to-Market Collaboration: Seamlessly push data into HubSpot, sharing critical metrics like NPS, customer sentiment, health scores, risks, plans and insights. Customer Success Managers and Account Managers can strategically plan outreach sequences, backed by account health, sentiment, and renewal insights. Your go-to-market teams can proactively strategize renewals, bolstering gross revenue retention. Enhance Productivity: Sales, Marketing, and Customer Success teams can stay focused on their respective systems of record, without missing a beat. The integration offers bi-directional visibility into notes, emails, and other customer touch points across both systems, keeping teams informed and aligned.  Activate the ConnectorGet started by reviewing documentation from Gainsight related to configuration of the HubSpot Connector, and install the connector in your Gainsight instance via: Administration -> Connectors 2.0 -> Connections -> Create New Connection. More Resources🗓 Webinar| Gainsight + Hubspot: The Perfect Integration for a Holistic Customer View 📋 Hubspot-Gainsight Partnership: 4 Ways Integration Drives Value 🗞 Press Release: Gainsight Deepens Hubspot Partnership with New Integration We're excited to see the new HubSpot Connector make our customers workflows easier, and cross-functional efforts more successful. Let us know how you are leveraging the new connector in the comments!

Gainsight is excited to announce the addition of a few much-anticipated features and enhancements that will improve Admin and User experience.  The v6.37 release is live in NXT orgs in the EU as of July 22, and for US customers on July 29. Check out the release notes. Some highlights from the NXT release include: Enhanced Email Template Builder: Create and design custom email templates with a comprehensive set of configuration options. Playbook Redesign: This redesign aims to make the creation and discovery of Playbooks significantly easier, empowering admins to streamline their workflow effortlessly.  Create and update Customer Goals via Rules: Strategize and create customer goals with associated Call To Actions (CTAs) and Success Plans (SPs) for comprehensive goal planning. Improved Navigation Menu for Enhanced User Experience: Navigate through different platform sections effortlessly with an improved navigation menu. CSQL Creation: Simplify lead creation by allowing CSMs to create qualified leads from R360, streamlining the process and enhancing user experience. Account-Based Forecasting Improvements: Intuitively hide opportunity views for account-level forecasting, improving the user experience. Chorus.ai Integration: Automatically log meetings from Chorus to Gainsight Timeline as activities. Hubspot Integration Enhancements: Effortlessly ingest engagement data with additional standard jobs. Enhanced Reporting Capabilities: The advancements in reporting empower users like business leaders, customer-facing teams, and administrators to create KPI Reports and view missing data.Multiproduct Release HighlightsSecurity and SSO: Toggle easily between Gainsight products with SSO capability between PX, CS, and Digital Hub for an enhanced user experience, security, and efficiency.  Learn more. Check out the release notes. Some highlights from the SFDC release include:CSQL Creation: Simplify lead creation by allowing CSMs to create qualified leads from R360, streamlining the process and enhancing user experience. Account-Based Forecasting Improvements: Intuitively hide opportunity views for account-level forecasting, improving the user experience. Chorus.ai Integration: Automatically log meetings from Chorus to Gainsight Timeline as activities.​​​​@minh_phan @neelam_mukherjee @shayerisen @anirbandutta 

 📢 The PX July Release is now Live in US and EU Orgs!  Our July release includes new simplification efforts, expanded value, and increased ease of use for key functionality. Check out our release notes for more information.  RELEASE HIGHLIGHTS Improved Email Analytics: Improve email campaign analysis with enhanced analytics, including a summary view and new CTA tab for better understanding of user engagement. User Management Redesign: Efficiently handle user access using the revamped User Management page. Easily view and modify user roles for specific PX functionality. Expanded Draft Mode Allows In-App Editing: Draft Mode guide editing now allows in-app edits, streamlining the process of modifying feature mappings and refining guide engagements before re-launching. Engage Users on Their Preferred Devices: Launch device-specific web app dialog engagement for preferred devices (computers, mobiles, tablets) to enhance clarity, reduce confusion, and improve campaign effectiveness. Throttling in JO-Triggered Engagements: Engagements initiated by Journey Orchestrator (JO) now follow Gainsight PX throttling guidelines.  Redesigned PX Header for Simplified Navigation: Enjoy faster access to support and community resources with a redesigned PX application header, as well as quicker access to switch between PX subscriptions or Gainsight applications.  Reimagined Product Mapper: Boost efficiency with the revamped Product Mapper, making in-app and manual mapping easier.  Z-Index Control for the KC Bot: Use the new Z-Index field to better layer the KC Bot on your application, improving KC Bot visual prioritization for users over other application elements. Customize Content Displayed from Digital Hub: Gainsight Digital Hub (formerly inSided by Gainsight) customers can now utilize the Author Id field to fetch, configure, and display user-specific categories within the KC Bot. Multi-Question Surveys for Mobile: Collect extensive mobile survey feedback with new multi-page single question capabilities. Create multi-question multipage surveys and single-page surveys with multiple questions for a more comprehensive assessment.  ++------------------------------------------------------------------------++RELEASE NOTES++------------------------------------------------------------------------++ FYI  @karl_rumelhart @dstokowski  @minh_phan @MatthewWasley @robert_lakin @Tori Jeffcoat @harshibanka @Umakanth @dileepnalla @kathleenkenny23 @link_black  @skalle @Chandu @aharkut  @anirbandutta @neelam_mukherjee @ecohen @gmichlinFollow this post and/or subscribe to this category to automatically receive updates when new content/document/communication is posted.

The PX Release Notes May 2023  is now available for EU and US customers. As part of this release, we have published the Edit Active Engagements in Draft Mode (NEW) article. We have updated the following list of articles. Configure PX Dashboards Product Mapper® Overview Automatic Product Instrumentation using Suggestion Mode Instrument Your Product Manually using Product Mapper Instrument Your Product using In-App Mapper Create Engagements for Mobile App Accounts and Audience Explorer User Preferences for Tracking and Engagement Additional Features in Product Mapper Widgets in Gainsight PX Preview the Estimated Target Audience Create Email Engagement Trigger Email Engagements Based on In-App Engagement Rules ***Follow this post and/or subscribe to this category to automatically receive updates when new content/document/communication is posted.*** FYI @anirbandutta @minh_phan @neelam_mukherjee  @Adrian Raposo @skalle @Chandu @aharkut @dstokowski @mickey @harshibanka 

The PX May Release is now Live in US and EU Orgs!  We have delivered new features and enhancements to help you get started faster and simplify your PX user experience. Check out our release notes for more information. RELEASE HIGHLIGHTSImproved Engagement Management with Draft Mode: Using the new Draft Mode, you can now make edits to active engagements without pausing or affecting the live version. Simply turn on Draft Mode, make your edits, and publish your changes. View Audience Targeting Estimates for Engagements: Optimizing your targeting strategy just got easier. With the new Preview option, you can estimate the potential target audience before launching an in-app engagement - even with complex audience rules.  Enhanced Performance Analysis with Query Builder: With the new Group By options and the ability to analyze all qualifying custom events, you can now conduct in-depth performance analysis of Features, Engagements, and Custom Events using Query Builder. Streamlined Search with New Filters in Product Mapper: New Filters in the Product Feature Tree offer a quick and efficient way of searching for features and modules using multiple criteria. Analyze Desktop Data with New Widgets: Use two new Desktop dashboard widgets to gain insights into desktop application versions and operating system environments.  ++------------------------------------------------------------------------++RELEASE NOTES++------------------------------------------------------------------------++ FYI  @karl_rumelhart @dstokowski  @minh_phan @MatthewWasley @robert_lakin @Tori Jeffcoat @harshibanka @Umakanth @dileepnalla @kathleenkenny23 @link_black  @skalle @Chandu @aharkut  @anirbandutta @neelam_mukherjee @ecohen @gmichlin Follow this post and/or subscribe to this category to automatically receive updates when new content/document/communication is posted.

Gainsight is excited to announce the addition of a few much-anticipated features and enhancements that will improve Admin and User experience. NXT UpdatesThe v6.36 release is live in NXT orgs in the EU as of April 29, and for US customers on May 06. Check out the release notes. Some highlights from the NXT release includeHorizon Rules Engine: Experience the redesigned Horizon Rules Engine with an intuitive and appealing UI. The new and improved Rules Engine will allow admins to build and understand rules easily with an improved data preparation experience, visual action setup and more. Learn more. Product Requests and Aha! Integration: Gainsight’s Product Requests feature and Aha! applications are now integrated bi-directionally. Information will flow seamlessly between Gainsight and Aha! application with this integration making it easier for Product Managers, who use the Aha! application, to collaborate with Customer Success Managers and prioritize customer enhancement requests. Learn more.IMPORTANT: This feature will be available on or before May 12, 2023. CS-inSided Integration: The Gainsight platform will enable customers to integrate Gainsight CS with inSided to exchange information bi-directionally.  This will allow Product Owners to gather information about their products directly from their community driving customer success. Consumers of C360 will be able to access important data points, insights, and analytics from Community as standard widgets or as inputs to existing metrics. Unification for Scalable Person Merge: This new feature (open BETA) will make it easy to identify the same Company and Person records. The records that are being used across multiple data sources can be unified into a single record. This will help resolve issues such as data duplication and insufficient data that result in incorrect data analysis leading to inaccurate reports. Note: The name of the feature can change. Learn more. Gainsight-to-Hubspot Data Sync via Rules: Data synchronization between Hubspot and Gainsight CS will be possible via Rules Engine. This will help both Sales and Customer Service teams have access to the same data. HubSpot CRM admins can continue to ingest data from objects like Company, Contact, Deals, and Engagements after activating HubSpot connector. This can be done with the help of jobs. Using Gainsight's Load to HubSpot action, admins can also return data back into HubSpot objects. Learn more. Connect Multiple PX Subscriptions to a CS Instance: Customers may use several PX subscriptions for different products they offer. They can manage and track product usage insights for all their PX subscriptions from a single CS subscription. This helps to streamline the process of product metric tracking of multiple products. Learn more.___________________________________________________________SDFC UpdatesIMPORTANT NOTIFICATION! All SFDC Edition customers can now access the enhancements included in this release. Despite the non-deployment of version 6.36, all changes are applicable in version 6.35.1. Please note that version 6.35.1 has already been pushed to all customers who opted in for the auto-upgrade.Check out the release notes. Some highlights from the SFDC release include:Account Based Forecasting Reports for Executives: The Executive Dashboard for Net Retention will be available for Executive CSMs. The dashboard will display all account-based forecasting metrics in the form of charts and graphs. Visualizing risks and opportunities will help executives make informed business decisions in a minimum amount of time. Learn more. IMPORTANT:  Only available to tenants who have purchased Renewal Center as an add-on. Customers' Email Replies No Longer Threaded Together: CSMs sending bulk emails from Email Assist or Journey Orchestrator will receive email replies from each recipient as a separate thread. This will help the CSMs to keep track of the email replies received from different customers.  Follow this post and/or subscribe to this category to automatically receive updates when new content/document/communication is posted.*** FYI @andutta  @minh_phan @neelam_mukherjee  Training & Certification

Gainsight is excited to announce the addition of a few much-anticipated features and enhancements that will improve Admin and User experience.  NXTThe v6.35 release is live in NXT orgs in the EU as of January 28, and for US customers on February 07. Check out the release notes. Some highlights from the NXT release include:📨 Log Journey Orchestrator Emails as Timeline Activities: CSMs can view all automated emails sent to their customers as Activities in Timeline. These automated emails help CSMs to drive discussions, use as reference and elicit responses from their customers during meetings. Learn more.IMPORTANT: For the emails to be logged as Activities, admins need to select the Log To Timeline checkbox while creating the Journey Orchestrator  program.🗃 Out Of The Box Account Based Forecasting: The new out-of-the box account based forecasting brings Company View to the Renewal Center Forecast. Using this view, the CSMs can now forecast at the account level without owning opportunities. Learn more.IMPORTANT: Admins must toggle on the Show Company View button from the Renewal Center configuration to activate account based forecasting for CSMs.↔ SFDC Bi-Directional Real-Time Sync: Admins can now sync data in real-time from Salesforce to Gainsight for the Account, Contact and Case objects. A maximum of three real-time sync jobs is supported (one job each for the Account, Contact and Case objects). Learn more.👤 Ability to Merge Person Records Manually: Admins can now identify duplicate records in the People model and merge them to get a winning record. Admins can change the winning record or enrich the winning record after reviewing the impact analysis. Learn more___________________________________________________________SFDCFor SFDC customers, the release is live in your production orgs as of February 04. Check out the release notes. Some highlights from the SFDC release include:📨 Log Journey Orchestrator Emails as Timeline Activities: CSMs can view all automated emails sent to their customers as Activities in Timeline. These automated emails help CSMs to drive discussions, use as reference and elicit responses from their customers during meetings. Learn more.IMPORTANT:  For the emails to be logged as Activities, admins need to select the Log To Timeline checkbox while creating the Journey Orchestrator program.🗃 Out Of The Box Account Based Forecasting: The new out-of-the box account based forecasting brings Company View to the Renewal Center Forecast. Using this view, the CSMs can now forecast at the account level without owning opportunities. Refer to Configure Account Based Forecasting (Company View) and Account Based Forecasting (Company View) for CSMs articles to learn more.IMPORTANT: Admins must toggle on the Show Company View button from the Renewal Center configuration page to activate account based forecasting for CSMs.➕ Enhanced Formula Field in Reporting: Gainsight has enhanced the reporting capabilities by introducing three new functions in Formula fields. The new functions added are Sum, Average, and Count. Learn more.IMPORTANT: You need to select the Percentage option from the Data Type dropdown, while creating the Formula field. 🔌 Email Assist 2.0 Support for Chrome Plug-in and Outlook Add-in: Email Assist 2.0 features are now supported in the Chrome Plug-in and Outlook Add-in. With this release, the following enhancements are added to support the plug-ins: Folder Structure and Template Versions. Refer to Gainsight Assist Chrome Plug-In and Gainsight Assist Outlook Add-In articles to learn more.IMPORTANT: The Email Assist 2.0 support will be available on February 11, 2023.  Follow this post and/or subscribe to this category to automatically receive updates when new content/document/communication is posted.*** FYI @andutta  @minh_phan @neelam_mukherjee @Divya  Training & Certification

The PX February release is now live in US and EU orgs!  We have delivered new features and enhancements to help you get started faster and simplify your PX user experience. Check out our release notes for more information.Release Highlights:New Dashboard and Widget Experience: Reach more valuable insights with a new, intuitive, and easy to use dashboard and widget experience. Use newly categorized widgets and dashboard templates to create meaningful and granular dashboards quickly. Choose chart type, time period frequency,  and other parameters at once for a seamless user experience.  Add inSided Community Content in Your KC Bot: Take your Knowledge Center Bot to the next level by syncing content directly from your Community platform. For customers of inSided, you can now fetch ideas, questions, discussions, and articles from your inSided subscription and display them directly in the KC Bot for users to engage with. New Actions on Custom Buttons in Guide Editor: To automate more prescriptive in-app user journeys, you can now use Custom Buttons in the new Editor to automatically open a KC Bot, open an article created in PX directly on the Bot, or even navigate within a Guide - no code required.  Engagement Monitoring and Checksum Validation: You can now identify a wider spectrum of validations such as checksum, invalid HTML tags, and restricted HTML reference domains in Engagement Monitoring. Improve error monitoring with real time validation on active engagements for checksum and HTML errors.  New and Enhanced APIs: We’ve enhanced Gainsight’s APIs with new PX Admin and Engagement monitoring APIs for customer alert systems, as well as enhanced APIs to support Localization in KC Bot and Articles. Cookie-Free Tracking in PX: You can now define cookie storage locations during PX installation, choosing from browser or local storage options for increased privacy configurations. ++------------------------------------------------------------------------++RELEASE NOTES++------------------------------------------------------------------------++FYI @mickey @karl_rumelhart @dstokowski  @minh_phan @MatthewWasley @robert_lakin @Tori Jeffcoat @harshibanka @Umakanth @dileepnalla @kathleenkenny23 @link_black  @skalle @Chandu @aharkut  @anirbandutta @neelam_mukherjee @ecohen @gmichlin @Jared LeesFollow this post and/or subscribe to this category to automatically receive updates when new content/document/communication is posted.

The PX Release Notes November 2022  is now available for EU and US customers. Check out this video (no voice) for a quick glance.As part of this release, we have published the following new articles.  The Crowdin Integration article helps you to integrate Crowdin with Gainsight PX to leverage the language translation features of the Crowdin application. We have updated the following list of articles.  Configure PX Dashboards Retention Analysis Funnels Understand Knowledge Center Bot Analytics Work with Import and Export XLIFF APIs Instrument your Product using Product Mapper Create Engagements for Mobile App Query Builder ***Follow this post and/or subscribe to this category to automatically receive updates when new content/document/communication is posted.*** FYI @anirbandutta @minh_phan @neelam_mukherjee @Divya @Adrian Raposo @skalle @Chandu @aharkut @dstokowski @mickey @harshibanka   Thank You!

The PX Release Notes September 2022  is now available for EU and US customers. Check out this video (no voice) for a quick glance.As part of this release, we have published the following new articles.  The Funnels article helps you create and analyze a Funnel report.  The Branching Logic in Multi Question Survey Engagements article helps you create a conditional Multi Question Survey Engagement.  We have updated the following list of articles.  Widgets in Gainsight PX User and Account Model Custom Events and Super Properties Create Guide Engagement Customize Multi Question Engagements Knowledge Center Bot  Survey FAQs ***Follow this post and/or subscribe to this category to automatically receive updates when new content/document/communication is posted.*** FYI @anirbandutta @minh_phan @neelam_mukherjee @Divya @Adrian Raposo @skalle @Chandu @aharkut @dstokowski @mickey @harshibanka   Thank you! 

The PX Release Notes August 2022  is now available for EU and US customers. Check out this video (no voice) for a quick glance.As part of this release, we have published the following new articles.  The Create Guide Engagement article helps you build a guide engagement with the enhanced editor. The article has a quick video tutorial that provides you an overview of workflow.  The Advanced Features of the Editor is an article path that has four separate articles that helps you configure Guide engagements using the key features of the editor.  The Engagement Templates article provides you an overview of the Gainsight recommended standard templates that you can use to create Guide engagements faster.    ***Follow this post and/or subscribe to this category to automatically receive updates when new content/document/communication is posted.*** FYI @anirbandutta @minh_phan @neelam_mukherjee @Divya @Adrian Raposo @skalle @Chandu @aharkut @dstokowski @mickey @harshibanka   Thank you! 

The PX May release is now live in US and EU orgs!  We have delivered new features and enhancements to help you get started faster and simplify your PX user experience. Check out our release notes for more information.Release Highlights: Content Recommendation In KC Bot: Define URL rules and Global context rules to deliver personalized and context-based content recommendations to your end-users.   Trigger Engagements using Survey score: Trigger engagements for a group of users based on their response to Survey Engagements. Multi-Product Widgets in Dashboards: Create Custom Dashboards and add audience widgets related to various products of your subscription. This helps to analyze the performance of different products in the same dashboard. Improved Reports Home: The Reports section in Analytics is now improved for better visibility and accessibility. View two separate list view pages for My Reports and Shared Reports and many more usability enhancements. Create Multi-Product Funnels: Now create Funnels to track the user journeys across multiple products. KPI View in Audience Widgets: Track KPIs effortlessly with the new KPI view in select Audience Widgets.RELEASE NOTES  FYI @dstokowski @minh_phan @mickey @harshibanka @skalle @Chandu @neelam_mukherjee @Sania Ahmed @anirbandutta Follow this post and/or subscribe to this category to automatically receive updates when new content/document/communication is posted.