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danversHelper ⭐️
Search improvements - additional sort and filter optionsReleased

There are a couple of improvements that our community (and our team) would like to see for the search options:Sorting results (eg by date, most liked, etc)  Additional filters (eg solved, date range Sorting resultsBeing able to sort by different factors would make it a lot easier for members to find posts that are useful for them. For example, date and most likes would be really helpful in allowing folks to hone in relevant topics. Both of those sort options are available for comments, so it would make a lot of sense to add them to the search results too.  FiltersThe big one here would be whether a question has been answered. There’s a couple of use cases for this: if you’re a member with a similar question and you only want to see questions with an answer or if you’re a member who wants to help others with questions relating to specific topics (eg if you’re an expert in something/have particular skills and you want to find folks that need help with questions aligned with your knowledg

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93150
CyJervis
kcronin
Gainsight Employee ⭐️
kcroninGainsight Employee ⭐️
Gainsight CC: A Faster, More Reliable Way to Export Your Ideas Data
Gainsight CC: A Faster, More Reliable Way to Export Your Ideas Data

We're retiring the legacy Ideas export in favor of Community Exports, a faster path to your ideas and votes data that scales with your community and won't slow down your platform.Here's What's ChangingSame data, better performanceThe legacy Ideas export pulls directly from our live operational database, which can affect platform performance for larger communities. Community Exports pulls from our data lake instead, giving you the same information without the performance cost.Full historical accuracyAll-time vote and idea data is now fully available in Community Exports, including historical records for ideas migrated from other systems. If it's tracked at the source, it's reflected here.More flexible export optionsChoose a single export or a recurring export on a schedule that works for you, covering any timeframe from a custom date range to all-time.More fields, only in v2Ideas Export v2 includes everything available today, plus these additional fields: Topic Public ID – links the ide

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kcronin
Gainsight Employee ⭐️
Thomas Deely
Thomas DeelyContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
mdfahd
mdfahdGainsight Employee ⭐️⭐️
published in Integrations
Set Up Gainsight CC MCP

This article helps Admins and Community Managers set up and configure Gainsight Community MCP AI assistants such as Claude, ChatGPT, Microsoft Copilot Studio, and Gemini CLI.Overview Prerequisites Limitations Enable MCP in Customer Community Configure Gainsight Community MCP in Claude Configure Gainsight Customer Communities MCP in ChatGPT Configure Gainsight Community Custom MCP Server in ChatGPT Prerequisites Create the MCP Plugin in ChatGPT Connect and Authenticate Try MCP in chat Configure Gainsight Community MCP in Microsoft Copilot Studio Prerequisites Create an MCP Tool in Copilot Connect and Authenticate Configure Gainsight Community MCP in Gemini CLI Prerequisites Register the Server Add the Server Using the Command Line Add the Server Manually Authenticate and Verify the Connection Tools Available in Gainsight Community MCP Admin Tool Search Tool Analytics Tool OverviewGainsight Community MCP is a connector that lets you interact with your community data thro

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Yoeri
Gainsight Employee ⭐️
Bhanu prasadGainsight Employee ⭐️
Request to Support Learner Profile Picture Sync Through API and Salesforce IntegrationNew Idea

Description We would like to request the ability to retrieve learner profile pictures that have already been uploaded to the My Profile section in Skilljar through the Skilljar API and sync them with Salesforce using the existing Salesforce integration or Data Connector.The goal is to make learner profile pictures available to other connected systems without requiring learners or administrators to upload the same image more than once.Business use case We would like to use Skilljar as the central source for learner profile pictures and make this information available in Salesforce.Our intended use case is to generate course completion certificates directly through Salesforce. These certificates would include the learner's profile picture and would also be made available as Apple Wallet passes.Since learners have already uploaded their pictures to their Skilljar profiles, it would be helpful if we could retrieve and reuse those existing images in Salesforce.This would provide a consisten

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120
Gainsight Employee ⭐️
darkknight
darkknightExpert ⭐️
Gainsight CS: Admin CLI - expanded functionalitiesNew Idea

The Admin CLI is quite handy so far, but will be even more powerful once it has expanded capabilities such as:Read (at minimum) and map Permission Bundle configurations (including field-level permissions) and assignments  Read (at minimum) and map Sharing Groups Read Real-Time rule configurations and execution logs (we STILL have no way of identifying field dependencies in Real Time rules or monitoring for real time rule errors/failures.  At least with CLI access we could create agents to help with that.) Read (at minimum) Connector job configurations and execution logs Read/Modify Dashboard configurations (especially filters) Read/Build/Modify Playbooks Read C/R360 layouts and settings Read (at minimum) Timeline Activity layouts, views and configurations Read (at minimum) Cockpit Configuration layouts, views and configurations  Build/modify Rules that can “Prepare Dataset” inline without having to first build a Data Designer template. Build/modify Data Designer sets (beyond just templ

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Kaori Wakui
Kaori WakuiGainsight Employee ⭐️⭐️
published in お知らせ
🎓 Gainsight UniversityにAI関連の新コースが6つ登場！あなたの仕事でAIをどう活用する？🚀

皆さん、こんにちは！このたび、Gainsight UniversityにAIに関する6つの新しいコースが登場しました！ 🎉AIの進化が加速する中、「AIをもっと業務に活用したい！」「でも、自分の仕事で具体的にどう使えばいいの？」と感じている方も多いのではないでしょうか？今回追加されたコースでは、AIの基礎知識から、職種（ロール）ごとの具体的な活用ユースケースまで、実際の業務をイメージしながら学ぶことができます。特に、CSM、プロダクトマネージャー、コミュニティマネージャー、カスタマーエデュケーション担当者など、それぞれの立場でAIをどのように活用できるのかを学べるのがポイントです！ 📚 新しく追加された6つのコースをご紹介！ 🤖 まずはAIの基礎から！MCPって何？① Introduction to MCP for Everyday Use最近よく耳にする「MCP（Model Context Protocol）」。MCPとは、AIが外部のツールやデータと連携するための共通規格です。「MCPってそもそも何？」「AIと業務システムがつながると何ができるの？」という方におすすめの入門コースです。 💼 自分のロールでのAI活用を学ぼう！② AI Essentials for CSMsカスタマーサクセスマネージャー（CSM）向けのコースです。顧客情報の分析や顧客とのコミュニケーション、日々のCS活動など、AIを活用することでどのように仕事を進化させられるのかを考えるきっかけになります。③ AI Essentials for Product Managersプロダクトマネージャー向けのコースです。顧客フィードバックの分析やプロダクト改善の検討など、プロダクトマネジメントにおけるAI活用の可能性を学びたい方におすすめです。④ AI Essentials for Community Managersコミュニティマネージャー向けのコースです。コミュニティ内のナレッジ活用やメンバーのエンゲージメント向上など、AIを使ってコミュニティ運営をさらに進化させるヒントを得られます。⑤ AI Essentials for Customer Education Teamsカスタマーエデュケーション担当者向けのコースです。学習コンテンツの企画・制作や、顧客の学習体験の向上など、教育活動におけ

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Kaori Wakui
ryosuke.kContributor ⭐️
posted in コミュニティ運営分科会
11/10（火）：コミュニティ運営分科会 #2」開催のご案内！

「コミュニティ運営分科会」の第2回を、11月に開催いたします！前回は、参加者同士が悩みを率直に共有し合う、熱量の高い場となりました。今回は具体的な実践事例を起点に、参加者の皆さんとコミュニティ運営について一緒に考える回にしたいと考えています。「コミュニティを立ち上げたいが、社内にどう説明すればいいか分からない…」 「立ち上げ前に、何を検討しておくべきだったのか知りたい…」 「他社はどのように社内の合意を形成したのか、リアルな話を聞いてみたい…」こんなお悩みをお持ちの方に、ぜひご参加いただきたい回ですお申し込みはこちらから今回のテーマコミュニティ立ち上げの第一歩 ―「なぜやるのか」を顧客視点で言語化するゲスト登壇 株式会社LegalOn Technologies：岩田様 (コミュニティ運営のご担当として、コミュニティ活動のプロセス、当時の課題や苦労を、実体験をもとにお話しいただきます)開催概要 ● 日時:2026年11月10日(火)16:00〜17:30(90分) ● 場所:現地開催のみ(Gainsight 六本木オフィス)　東京ミッドタウンタワー 18階　ワークスタイリング東京ミッドタウンアジェンダ(案) ・岩田様の事例共有:コミュニティを検討し始めた背景/立ち上げプロセス/当時の課題や苦労 ・事例を起点としたワークショップ ・コミュニティ立ち上げフェーズのお悩み相談この回で持ち帰っていただきたいこと ✓ 自社がコミュニティを運営する目的を、自分たちの言葉で説明できる ✓ 立ち上げ時の検討プロセスや、社内合意形成のヒントが得られるこんな方におすすめです ✓ これからコミュニティを立ち上げたい、または立ち上げたばかりの方 ✓ すでに運営していて、立ち上げ時の考え方を改めて見直したい方 ✓ 他社のリアルな声から、自社のヒントを得たい方なお、「みんなに、この悩みを聞いてほしい」というテーマがございましたら、申込フォームにご記入ください。当日、可能な範囲で取り上げさせていただきます。ご参加を心よりお待ちしております。

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Minori Miyachi
Gainsight Employee ⭐️
revathimenon
revathimenonGainsight Community Lead
published in CE & Skilljar by Gainsight
samanthahamlet
samanthahamletGainsight Community Manager
published in All About Pulse
Pulse Europe 2026: Your Expedition Recap!

Hey everyone, Pulse Europe is a wrap. Two days in London, and plenty of conversations that started in a session and finished over coffee. Whether you joined us in person or are catching up from your desk, here’s your recap!  🌍 Day 1 Keynote: Charting the Future of RetentionThe opening keynote set the tone for Pulse Europe. ​@chuckg, ​@erica.kuhl ​and Grant Clarke were joined on stage by Alex Roza (SAP) and ​@Anitahg (Cognite) to explore how the Intelligence Revolution is reshaping software, customer relationships, and the future of retention.At the heart of the session was the shift to the agentic economy, and three complementary paths for navigating it: Build, Buy and Hire. Through platform innovations, customer stories and the growing role of AI-native services, the keynote showed how customer context, agentic capabilities and human expertise can work together to deliver retention outcomes at scale.▶️ Watch the Day 1 Keynote 🚀 Day 2 Keynote: Operationalize Retention in the Agentic

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samanthahamlet
Ditte
DitteHelper ⭐️⭐️
Thomas BleijerveldContributor ⭐️
Allow Custom Tab category filters to automatically include child categoriesNew Idea

When configuring a Custom Tab using the Published In filter, provide an option to automatically include all child categories of the selected parent category.Currently, maintaining tabs for a growing content structure can require administrators to manage individual categories as the taxonomy evolves. With inheritance enabled, newly created child categories could automatically become part of the parent tab.Use case:We use hierarchical categories to organize product knowledge. A top-level experience such as “Tutorials” should represent all tutorial content beneath that parent, without requiring the page configuration to be updated whenever a new child category is created.This would make Custom Tabs easier to maintain and better align them with the hierarchical Community structure.

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bjoern_schulze
bjoern_schulzeHelper ⭐️⭐️⭐️
spencer_engel
spencer_engelExpert ⭐️
darkknight
darkknightExpert ⭐️
Andrew Brown
Gainsight Employee ⭐️
Andrew BrownGainsight Employee ⭐️
posted in Perspectives from Gainsight
Missed Our October CS Release Webinar? Here's What You Should Know

In case you missed it, Vijay, Chirag, and I recently teamed up for our October release webinar to walk through what's new, answer your questions, and show the latest enhancements in action.We covered updates to Journey Orchestrator and Scorecards, and even stepped outside of the core platform to demo the new CSM Adoption Agent in Claude. You can catch the full recording below, but I've also pulled together a few highlights, takeaways, and ideas worth exploring with your own team.  Build with AI can now tackle more complex customer journeysWhen we first introduced Build with AI in Journey Orchestrator, it supported a limited set of elements, including emails, surveys, and delays.With October's release, Build with AI now supports every journey element type, including CTAs, API actions, Education, Slack, Community, and Engagement. It can also configure branching logic based on survey responses, audience data, and previous steps.Vijay brought this to life with an NPS program. He asked Buil

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Andrew Brown
Gainsight Employee ⭐️
gunjanm
gunjanmExpert ⭐️
Andrew Brown
Gainsight Employee ⭐️
Andrew BrownGainsight Employee ⭐️
October Gainsight CS Release: New Ways to Understand, Engage, and Support Your Customers
October Gainsight CS Release: New Ways to Understand, Engage, and Support Your CustomersProduct Update

The October release is here, and with it comes new improvements to Build with AI in Journey Orchestrator and a new agent to help CSMs spot adoption gaps across their books. Let's take a closer look at what’s new and how you can put them to work. Build Journeys with AI and Reusable Design Templates Creating sophisticated customer journeys shouldn't mean spending hours building program flows or recreating configurations you've already built. With two new Journey Orchestrator enhancements, admins can accelerate program creation with AI and reuse existing audience configurations in Dynamic Programs.Build more with AI: Build with AI now supports every Journey Orchestrator node type, so you can create more than just basic email sequences. Describe an onboarding, product adoption, or NPS program in plain language, and AI builds the journey flow with emails, surveys, delays, and branching logic based on customer data or responses. You can also incorporate actions such as creating CTAs, sending

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Andrew Brown
Gainsight Employee ⭐️
sdrostgainsightcom
sdrostgainsightcomGainsight Employee ⭐️⭐️⭐️
posted in Meetings & Office Hours
Thursday US Admin Office Hours (CS Platform): Nov 5, 2026 - 11am PT / 12pm MT / 1pm CT / 2pm ET - Pre-session Thread

Hello everyone!This thread is for our upcoming Thursday CS Admin Office Hours session on Thursday, November 5, 2026 at 11am PT / 12pm MT / 1pm CT / 2pm ET.Please submit your questions below as replies to this post in advance if you can, and we'll address them during the session (or if there’s a quick answer available, we’ll post as replies to the questions).There is no need to register for these sessions - you can join at any time. Once the session is underway, I will go in order of questions posted below first, then field questions from anybody else who has joined as well. Look forward to talking with you!Conference Details (Zoom):Thursday, Thursday, November 5, 2026 at  11am PT / 12pm MT / 1pm CT / 2pm ET Join Zoom Meeting:https://gainsight.zoom.us/j/97839906826?pwd=88gXZ7tmsZEX1V6sFoRB6cYPp8Uz28.1&jst=2 Meeting ID: 978 3990 6826Passcode: 774757 For dial-in info by your location, find your local number: https://gainsight.zoom.us/u/arU8WZ269

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nsimon
jean.nairon
jean.naironExpert ⭐️
PX on my CSDevelopment

PX on CS (also known as the Enablement Engine)I would like improved user analytics and product engagement to help drive user growth in my Nxt CS instance. We currently have 700 users in Gainsight CS and we are evolving our processes quickly. Enabling our teams on new process/system changes is critical to the success of our teams.As the PX website states, it enables you to deeply understand what users are doing in your product, collect feedback, and create in-app engagements like walkthroughs and guides to drive onboarding and adoption. That’s exactly what I want for my Gainsight CS and my users. Let me explain further.  Gainsight CS Analytics TodayToday, Gainsight provide the G360 feature to show admins some simple usage data. If you don’t have this in your instance, I recommend talking to your CSM to get access to it. The data in this feature is not very deep. You can see things like page views and how often users are logging into Gainsight. You can also top level feature usage like h

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darkknight
Gainsight Employee ⭐️
fwooGainsight Employee ⭐️
posted in Training & Certification
New in Gainsight University: Change Management for Customer Success Update

Our updated Change Management for Customer Success learning path is now live on Gainsight University! This learning path shows you how to lead a change from start to finish. Using a Customer Success scenario in which your team moves from Side A (today) to Side B (a fully adopted Gainsight platform), it’s designed to help you build support, communicate clearly, and keep the change going, from the first announcement to the 90-day review.Here’s what’s included:1️⃣ Define the ChangeApply the four principles of change management, set a vision for Side B, and write SMART Key Performance Indicators (KPIs) to measure success.2️⃣ Build Your CoalitionSecure an executive sponsor, map your stakeholders, and show each persona what’s in it for them.3️⃣ Communicate the ChangePlan the message, sender, audience, channel, and frequency for each group, and adapt ready-to-use email templates.4️⃣ Enable and LaunchDesign training for each persona, work through resistance, and confirm you’re ready to go live

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Gainsight Employee ⭐️
Ida RohaniContributor ⭐️
spencer_engel
spencer_engelExpert ⭐️
Allow Editing of Data Designs and Rules Without Having to Rebuild EverythingNew Idea

Hi there -  I’m loving the relatively new functionality in JO Programs where you can remove the connection at any point along the journey. Before this was introduced, if you wanted to edit a JO Program, especially one of the first steps in a long journey, then you had to painfully delete all the steps below it and rebuild. This is a huge improvement in case you forgot to put in a delay, for example, like I did the other day. My ask is that the product team figure out a way to do the same thing for DDs and Rules Engine queries. My use case is that we’re building telemetry-based JO Programs, and they are largely the same template - except the data source that kicks off the whole query is different for each product. What I would like to do is be able to remove the connections at the top of this query without breaking the merges and transformations in the bottom 2/3 of the query. As it stands, I have to delete all the merges and transformations and rebuild manually for each product. Thanks

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rjohnsgoodenough
Gainsight Employee ⭐️
rjohnsgoodenoughGainsight Employee ⭐️
published in Staircase AI by Gainsight
Catching Churn Risk and Growth Earlier: What We Heard in Our Staircase AI Deep Dive
Catching Churn Risk and Growth Earlier: What We Heard in Our Staircase AI Deep DiveNews

We had a great conversation in our recent Staircase AI Deep Dive with Surendra Pudipeddi, one of our senior customer success managers, about what it takes to catch churn risk and growth signals before they show up in the health score.Surendra walked through three live demos, covering risk, expansion, and meeting prep, and we ran polls along the way so attendees could share where their teams get stuck. Your questions kept coming back to trust: how to tune what Staircase flags, correct a signal that’s off, and make sure the right emails land on the right account.Through it all, one thing came through pretty clearly: the signals usually aren’t missing. They’re sitting in emails, calls, and tickets that no one has time to read. A few things that stood out: 1. Health scores tell you what already happened. Conversations tell you what’s coming.We kept coming back to a familiar pattern. A champion’s replies slow down, but the tone stays polite. A QBR gets skipped and nobody flags it. A ticket

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rjohnsgoodenough
Gainsight Employee ⭐️
mdfahd
mdfahdGainsight Employee ⭐️⭐️
published in Moderating content
Moderate Threaded Replies in Customer Communities

This article helps admins to enable and moderate threaded replies in Gainsight Customer Communities.Overview Enable Threaded Replies From Control Moderate Replies in Control  Moderate a Reply Moderate Replies in DestinationOverview Threaded replies help community users to respond to a specific reply within a post. This creates structured levels of reply, keeping the conversations direct and consolidated. As an admin, you can enable threaded replies from Control.The Destination view shows the community-facing thread as members see it. The Control view provides the full set of moderation tools and mirrors the destination layout, making it easier to cross-reference content while taking action.Limitations: Thread depth is capped at three levels (L1, L2, L3). Replying to an L3 reply posts the response as an L2 reply with an automatic @mention. Trashing or marking a reply as spam applies only to that individual reply. Child replies (L2 and L3) are not removed automatically. The sort order f

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