Problem: Our team manages PX implementations in more than a dozen products, and feeds the resulting insights to our CS team via the PX<>CS integration. One of the biggest challenges is maintaining an actionable feature usage health score in Gainsight CS that is meaningful across all of the products.
Each of our products, or the very least each product category, requires a dedicated set of CS rules (and sometimes data designer objects) that synthesize the raw adoption data from the PX connector into something indicative of product-specific feature usage health. The initial configuration and ongoing maintenance requires cross-functional effort, and as a result, always includes some amount of compromise due to resource constraints.
Issue Impact: Product mapping change management is a clear example of an impact of this limitation for any enterprise maintaining several products in PX. Given the current constraints, when our team makes changes to a product map that will impact our product-specific feature usage health score, they need to:
1. Know that those changes will impact our product-specific feature usage health score. Each person making changes to the PX product map needs to understand the downstream dependencies is CS.
2. Effectively communicate those changes to a CS admin who, in turn must similarly have some baseline familiarity with the respective PX product map in order to make the necessary changes in Rules Engine.
If the above doesn't go well, then we end up with a silent failure, where the product-specific feature usage health continues to be calculated in CS, misaligned with the PX product map.
Proposed Solution: The Account-Level Insights that were introduced with the redesigned Accounts Explorer in the July 2025 PX release include a Core Feature Usage health score. This feature usage score allows our team to define product-specific feature adoption health scores in PX in a streamlined, easily-maintained way.
The proposed solution is that the currentPeriodValue for this newly introduced PX-native Core Feature Usage score from the Account-Level Insights be added to a PX Connector object like "Tracked Account Product Metrics" so that the synthesis of the product-specific feature usage health scores can be configured and maintained alongside the product map in PX, and then folded into the larger health scoring scheme in CS as prepared measure.
Solution Impact: Any ops team maintaining a multi-product PX implementation will save time on both the initial configuration and the ongoing maintenance of a product-specific feature adoption scores by moving the analysis configuration upstream to PX. Given that the solution already exists in the Account-Level Insights from the July 2025 PX release, the ask to simply extend the value of that capability by adding it to a product-specific account-level object in the PX connector.
The 3 other Account-Level Insights would not have much value for us as they are largely redundant with existing connector KPIs. Similarly the previous period and trend measures would not be necessary. The real value is in the currentPeriodValue for Core Feature Usage score.
Workarounds: My understanding from this post is that PX Account-Level Insights are headed for the REST API in the next release. At that point the REST API would be a potential workaround, but that approach introduces additional integration complexity. A native connector update would be faster to configure, easier to maintain, and more consistent with existing PX-CS data flows.