Skip to main content

Hello Everyone,

This is to inform you that for the Q3, October release, there will not be an Early Access to Release Notes document available. Here is a high-level list of tentative items you can expect in the Q3 Gainsight CS release:

  1. AD_4nXf5Y87nv8xBPWmmtVuMEiUdzfc0yVlfm0lfRXJfXBzHwsYE5x6SaSdFp4lHnnx0fd6uQtFG37MQP7ki7Ok4TkjrhwAdyySMk3d2HAhCjIpjV2W_a_9i5kHbBcs0FKkQIltXxX7pZ9vopawMgxToH7ZDcHM?key=1A6f1KIMDdCR3yqM9abASwScorecard Optimizer - Improvements to Setup and Model Results*  – We understand that optimizing scorecards is a challenge for many customers, as assessing their effectiveness and choosing the right weights and thresholds requires complex data analysis. This makes it difficult to predict churn and expansion accurately, which is crucial for efficient Customer Success operations. 
    *Please note the Scorecard Optimizer enhancements are no longer going as part of the October Release. 
                                                                    
  2. Timeline: Calendar Context Resolution Update: While customers have made great use of the Calendar integration for creating activities, some have encountered challenges with contact data not being consistently accurate. This has provided us with valuable feedback, showing how crucial precise data is for effective Customer Success operations.

To address this, the Calendar Context Resolution Update will ensure that the correct company and contact are automatically assigned when creating activities, and create consistency across calendar and other meeting integration solutions. This update will enhance data accuracy and streamline your processes, reducing the need for manual adjustments.

  1. Connectors –  As highlighted in our July/August Release Notes, we've upgraded the backend infrastructure for our Connectors to improve load times, boost overall efficiency, and accelerate implementation of new enhancements. 

As a result the following Connectors require action to be taken: 

  • Recreation of jobs on V2 Connector: Zuora, Intercom, Pipedrive, and Zoho
  • Reauthorization of jobs on V2 Connector: JIRA, Zendesk, ServiceNow, Google BigQuery
  • Edit Connection and Save: FreshDesk

Action must be taken by the October 2024 Release to avoid data sync failures and job disruptions. For more information, click here.

  1. Create Person/Company Person from CE & CC via Unification: This feature enhances integration between CC/CE/PX and Gainsight CS by allowing automatic creation and updating of Person and Company Person records. Previously, updates were made manually by a CSM or Salesperson. Now, person information updated in CC/CE or pushed from PX can maintain contact hygiene, avoiding duplicates while keeping the person model consistent.
     
  2. S3 Security Enhancements – In the upcoming Q3 release, Gainsight is implementing two key security enhancements to strengthen the protection of S3 buckets. 
  • The first enhancement focuses on restricting S3 key access, ensuring that unauthorized users cannot access sensitive data. 
  • The second introduces S3 key rotation notifications, which will alert users when key rotations are necessary, further enhancing security practices. 

These updates will help prevent unauthorized access and safeguard customer data.

  1. OAuth Authentication for Snowflake Connector: Gainsight is enhancing the Snowflake connector by introducing OAuth authentication, in addition to the less secure username and password method. OAuth provides a more secure way for users to authenticate without sharing credentials directly, addressing customer concerns and aligning with modern security standards. This update will strengthen the security of the Snowflake connector and further enhance Gainsight's commitment to providing a secure platform.
     
  2. Navigate from JO to Edit in PX - This feature simplifies the process of previewing and editing PX engagements in JO. By clicking the Edit in PX button, the engagement opens in a new tab using SSO. After making changes, you can return to the JO tab and refresh to see the updated details. This capability saves time and reduces the need to switch between JO and PX interfaces.

Please note, this list is subject to change as the release date approaches. Stay tuned for more details in the final version of our release notes!

@dstokowski @ophirsw @sshroff @Adrian Raposo @ChiragJ @rakesh @pgeorge @inagar @MayurGhiya @vaishali_rawat @mdfahd @manu_mittal @Snigdha Adiraju @revathimenon 

What prompted the decision not to provide Early Access to Release Notes document? This seems to move in the opposite direction of what Gainsight recently committed to with regard to better communication regarding updates and releases.

 

Can someone explain the S3 enhancements?

  • How will S3 key access be restricted? You need to be a superadmin to access that part of the platform anyways, so what is the concern? How will this be implemented?
  • Who will get the alerts? What format will they be? Can we configure who gets them?

@bradley , pls find the explanation below

  1. Today, if a non-super admin has access to connector’s page through permission bundle, then they can access S3 keys, and so for such users, going forward, we don’t show the keys (show icon and rotation icon will be disabled). For super admins there is no impact.
    Also gainsight support team used to have access to S3 keys (when granted access to gainsight support is used) going forward, even support teams will not access these S3 Keys. 
  2. Its a system generated email alert that will be sent to super admins, it will be triggered only when S3 key isn’t rotated/updated in the past 6 months. There is no configuration for this alerts

@bradley , pls find the explanation below

  1. Its a system generated email alert that will be sent to super admins, it will be triggered only when S3 key isn’t rotated/updated in the past 6 months. There is no configuration for this alerts

Many companies, including ours, have multiple super admins, some of which are in leadership and not active admins. Not every super admin needs an email - this ends up with admins getting forwarded emails from non-admin super users either panicked about the language in the email, making sure we do it, sending the email as an FYI, or some combination of the above.

As a self proclaimed customer centric company, I sincerely hope Gainsight considers these potential issues both in the language of the messaging, and in consideration of who should get the emails.

Thks @bradley for sharing your comments

As mentioned, the email will be triggered only if the keys are not rotated regularly, and language in the email will be of a friendly reminder. We are also going to display in connector’s UI on when keys are last rotated/updated, so that admins can proactively rotate the keys. In the current release, we don’t have the customisation to choose specific email ids, and can be considered in future. Thanks 

What prompted the decision not to provide Early Access to Release Notes document? This seems to move in the opposite direction of what Gainsight recently committed to with regard to better communication regarding updates and releases.

 

Thanks for bringing this up Jeff. Given the Q3 release will be relatively small with minimal impact to end users, we've opted to share this advanced detail within our community as opposed to our typical early access release notes. We intend to share Early Access Release Notes for Q4 and future releases. Phrased differently, this sneak peek serves as the early access notes, but please let me know if there are additional details that we can provide to assist you in planning for this release.

Are you only going to restrict S3 key access or other similarly sensitive keys like the Gainsight API Access Key which is accessible in plain text via the Connectors 2.0 configuration page?

How exactly is Create Person/Company Person from CE & CC via Unification going to work — particularly regarding updates from CC affecting Person and Company Person data in CS? Unification and Enrichment from CC into CS is already not fit for purpose (only supports a single Company Person record per CC User) and is undocumented so we need more details on this please

I would really like more information about the Calendar Context Resolution Update.  How will this ensure that the correct company and contact are automatically assigned when creating activities, and create consistency across calendar and other meeting integration solutions?  We have Company record where all employees have a company person record.  this is used for case creation and other function in SF.  What we find is that the calendar defaults to that company most of the time.  When the user changes the company in the activity, all the external attendees are wiped out.  This is super frustrating.  Our RMs get have a score cared that is driven by the persona of the contacts they engage with.  When all those contacts are wiped out it defeats the purpose of using the calendar integration.  Will this upgrade resolve that kind of issue? This issue is a major pain point and efficiency drag for my team.  

Reply


Terms & ConditionsCookie settings