Recently active topics

Make 'Sharing Groups' available in MDA for use in Rules/Reports/DDsNew Idea

jeremy_johnstonHelper ⭐️

Use Case: I need to populate a field on the MDA User object when a user is assigned to one or more Sharing Groups.Example:User Named 'Jeremy Johnston' is a member of the Sharing Group 'XYZ Team'.I want to set MDA User object --> field name 'User Team Membership' value as 'XYZ Team' via Rule. I maintain this field value on MDA User to more easily share C360 views, reports and dashboards across multiple users.Note: I'm interested specifically in 'Sharing Groups', not 'User Groups'. I am aware there is a MDA object for 'User Groups' and I’d like to see the same option be made available for 'Sharing Groups'.

fwdthinkContributor ⭐️

Manual logging of timeline activity disappearing

Hi everyone, new GS learner here. I am trying to log a manual timeline activity and it shows there after I hit ‘Log Activity’, but then when I refresh the record, or close out of it and come back in, the activity is gone. I tried it on different accounts and same thing. Any idea?

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GainsightAdmin123Contributor ⭐️⭐️

Need an option to delete the Inactive dropdown values

Need an option to delete the Inactive dropdown values, Which is becoming an issue when we are filtering the dropdown column in the reports results in showing inactive values

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Sanne van Opstal-BrakelContributor ⭐️⭐️⭐️

User Group meet ups (events) public or group event?

Hi all!I am looking for some best practices… We are starting out with our user group program with specifically localized user group to bring these customers together (mostly virtual). For some user group I already have a host (customer) for other I am in the lead for now…But to get to groups started we want to start hosting some first virtual meet ups… But as not all our community members have found the user groups yet, I am wondering what your advise/best practice is for promoting user group meetups: As a Public event (and perhaps a referral to the User Group in the event description), or just keep them as a Group event (and only visible for people who are a member of such a user group). What do you do? And why?

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How to Use the Moderation AI Agent

mdfahdGainsight Employee ⭐️⭐️

Moderating content

Last Updated On: September 18, 2025This article helps moderators understand how to use Gainsight’s AI Moderation.Overview Why AI Moderation? How Does AI Moderation Work? Community Code of Conduct Moderation Status Moderator Tags Configure AI Moderation Content Moderation Widget Overview Community moderators are responsible for ensuring that user-generated content aligns with established guidelines and maintains a respectful, trustworthy environment. However, manually reviewing high volumes of content can be time-consuming, delay content publishing, and introduce inconsistencies in moderation.Using the AI Moderation from the Pre-Moderation Rules in the community settings, moderators can streamline this process. The Moderation AI Agent uses powerful AI models to evaluate content in real time, helping moderation teams screen posts faster and more consistently. Why AI Moderation? Moderation AI Agent helps enforce your community’s code of conduct by:Automatically detecting potentially in

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CE & Skilljar by Gainsight

CutlerBleeckerContributor ⭐️

Skilljar Academy Migration to Gainsight University (January 30th)

OverviewOn January 30th, 2026, Skilljar Academy is migrating from academy.skilljar.com to its own page in Gainsight University education.gainsight.com/page/skilljar. This change brings all Gainsight product education—including Skilljar—under a single domain for a more unified learning experience. Check out our FAQ below and please let us know if you have any questions or concerns.Frequently Asked QuestionsWill my course history transfer? Yes. The enrollment history and completed courses for all non-archived courses will migrate to your new Gainsight University profile automatically. Do I need to create a new account? No. Your account will be migrated using your existing email address. You'll just need to reset your password to activate it on the new platform. I already have a Gainsight University account. What happens? If you have an existing Gainsight University account (using the same email address) your Skilljar Academy history will merge into that profile. Your current login crede

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Skilljar by Gainsight: Self Service Credly Badges, Labels on Quizzes, and What’s Next for Customer Communities IntegrationRelease

Rebecca PotterGainsight Employee ⭐️

Release Week day three is all about time-saving improvements for admins, with two new dashboard upgrades that simplify your day-to-day. Plus, an updated look at what’s coming with the Gainsight Customer Communities integration, including how to join the Early Access Program. ✅ Self-Service Credly BadgesNo more workarounds. No more submitting a ticket to Support. You can now issue and manage Credly badges directly from the Course Actions tab in your Skilljar dashboard.From the Actions tab, you can configure Credly badges to be triggered with flexible options based on whether a learner passes or completes the course. You’ll be able to control how and when badges are issued, whether that’s issuing new badges, updating existing ones, or setting expiration timelines.That means faster, more scalable credentialing in your Academy📚 Learn more in the Help Center →Issue or update Credly badges in the Skilljar dashboard 🏷️ Skilljar Labels Now on QuizzesAs your training content grows, so does t

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Connect CTAs to Gainsight AssistNew Idea

Kayleen.lillardContributor ⭐️

Would it be possible to tie Outlook emails to specific CTA’s? I would like to be able to log email tasks directly into Gainsight as a CTA. Alternatively, it appears that Timeline items are not connecting to CTA’s. I have tried to log the email request in Timeline and then tie it to a specific CTA, but to no avail.

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AndrewKContributor ⭐️⭐️

What is the best way to call the community API from the community platform

Hi all, I’m new to Gainsight. If I wanted to create a custom widget for the community that leverages the community API would that require Secure API Connectors and id and secret? Or is there any built short cut that would allow access to community data maybe with the logged in users permissions? Thanks!

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Option to delete MDA dropdown list itemsParked

shiv_kumar_katiyarGainsight Employee ⭐️⭐️

Hi Team,Currently, we don’t have an option to delete a particular dropdown list item from the UI. I know we can get this done from the backend in some urgent cases. It would be really nice to have a alert that gives all the dependencies for the picklist item and if there are no dependencies then allow the user to delete it? Thanks~Shiv

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Salesforce Security Advisory FAQs

Brent KrempgesGainsight Employee ⭐️

Community News

All previous updates/FAQs have been consolidated into this post, and we’ll continue adding new information here. Please subscribe to status.gainsight.com to stay informed when this post is updated. Earlier answers remain accurate unless a question is addressed again in the latest update. As we learn more, some details may change.Feel free to share any questions you may have in the thread below and we’ll ensure they get answered. RESOURCES: Systems Integrations - Rotating Keys and Reauthorization S3 - How to Reset Access Key Configure SAML SSO with Okta in Gainsight Configure SAML SSO with Azure Entra ID in Gainsight Configure SAML SSO with Google Workspace in Gainsight Configure SAML SSO with OneLogin in GainsightJanuary 20th Update (Posted 11:22PM UTC) Action Required: Rotate Security Keys for 3rd-Party Integrations (Deadline: February 13th)Periodic credential rotation is a standard security best practice and an important part of maintaining a hardened environment.Following the Sales

4970754

Make Descriptor Optional & Allow Same Descriptor for Courses added to Course FamiliesNew Idea

efoleyContributor ⭐️⭐️

Thanks for the new Course Families feature! This is really helpful. I’m finding it a bit prohibitive that the descriptor is required when adding courses to a family and that each course requires a unique descriptor.For example, we use those separator hack courses on catalog pages and I wanted to group all them together into a Course Family called “Skilljar Hack Separator Courses” and that would be sufficient enough (no descriptor necessary). Since it was required, I tried entering the same descriptor (e.g., “Separators for Catalog Pages” for all of them) but couldn’t save it until I made them each unique. Another example would be a group of courses on a certain product (in a Uni that offers training on multiple products) and I wanted to create a family of Product A courses, Product B courses, etc. Also didn’t feel like each course required descriptors, so copied the names into each to make them unique so it’s just duplicative info displaying.Perhaps I’m missing the importance of uniqu

Gainsight Assist AnalyticsNew Idea

jadkins.iiqContributor ⭐️⭐️⭐️⭐️

It would be very beneficial to have Gainsight Assist Analytics/Reports available to track the following information:The number of times each template has been used Who used the templates When the templates were used Who the templates were sent toWe have created numerous effective emails, but we lack insight into their use without reviewing individual timelines to confirm whether someone was contacted. Having access to these reports would also help those using the templates by reducing duplicate email sends. While CSMs can check the timelines, having a report would significantly streamline their efforts.

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Daniele CmtyHelper ⭐️⭐️

Best Answer in the AI era. How are you handling it?

Hi all!I recently read Richard Millington’s piece on “community hygiene” and how the long-term value of mature communities increasingly depends on AI tools surfacing the right answers, not just popular ones: Bad Community Hygiene Is Starting To Cause Big Problems. One part really stuck with me: the idea that AI needs clear signals of truth/authority, structured information, and freshness signals to avoid confidently surfacing outdated or conflicting guidance That sent me down a rabbit hole on our “Best Answer” behavior, and I’d love advice from folks here.What I’m trying to understand (AI surfacing + “Best Answer”)When an AI assistant (ChatGPT, Google’s AI experiences, in-product community AI, etc.) pulls from community threads, how much does “Best Answer / Accepted Solution” influence what gets surfaced? A bit of context on us: we’re a B2B SaaS community made up of customers, with a Support team helping moderate and answer product questions.Today, roughly half of our Best Answers are

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jpaulContributor ⭐️⭐️

How are you dealing with AEO/GEO issues?

Hey everyone, would love to start a conversation about what we’re all doing to combat AI engines providing wrong or misleading information? To give you a couple of examples…We recently changed some of the language about our product and after fairly large project of crawling through every article (and a monstrous spreadsheet to keep track!) we’re now finding older AI models pulling info from 2024 using the old language. When we test questions in different AI models we’re finding that they sometimes pull information from ideas in our wishlist and offer those ideas as solutions 💀 These are just cases that we’ve tested, I dread to think what sort of information has been fed to our users in ChatGPT, Gemini etc that isn't quite right.So I was wondering if anyone else has had similar experiences and if you’re doing anything about it that’s working?After a bit of research we found some resources on using llms.txt to create sitemaps with our most valuable resources, but we haven't tried this

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Standardize Time Zone Display Across ApplicationNew Idea

romihacheVIP ⭐️⭐️⭐️⭐️⭐️

ProblemGainsight CS displays execution history and related time-sensitive data using inconsistent time zones across different features, leading to confusion, wasted time, and the need for manual time zone conversions. Lack of time zone parity across features creates an unnecessary cognitive load for users trying to understand the status and timing of critical processes and workflows.When investigating why a specific user was missing on my end, I checked the execution time of the relevant Job (Salesforce connector). The Job's history showed the last run was yesterday at 7:00 AM. Knowing it’s a daily run, I expected it to have already executed today as it was 8:45 Upon checking the Job's configuration, I realized the execution time was set to 7:00 AM PDT (the application's time zone), which corresponds to 4:00 PM in my local time. This caused me to mistakenly believe the execution was missing and required me to manually trigger the job; all because the displayed time was not in my

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Expand ability to set Recurring CTAs to rules and success plan templatesNew Idea

alizeeVIP ⭐️⭐️⭐️⭐️⭐️

Hi!It seems like setting the recurring settings on a CTA is only possible when creating it manually but not:Via rules in the Create CTA action Via success plans when adding CTAs to a success plan templateIt would be more effective than building a rule to recreate a CTA every X to meet that need. Furthermore, it should be possible to edit an existing CTA to make it recurring when the CTA type has the recurring toggle on. ThanksA.

rreynoldsContributor ⭐️

Microsoft Teams Call Recording- Timeline/ Staircase Integration

Hello Community, Currently on my 3rd implementation with Gainsight but never used Teams for call recording to be integrated with GS caller intelligence into timeline/ Staircase. (previous integrations have been with Gong). Has anyone found a way to have Teams calls configured to automatically record all CSM calls like you can with Gong, Clari, ect? Our IT admin says Microsoft changed their policy and doesn’t allow this set up. Can anyone confirm or provide more info here?

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Privacy / Data erasure policy: Fully remove a username from the community after account removalOpen

bjoern_schulzeHelper ⭐️⭐️⭐️

inSided stated in their data erasure policy that when a user account is being removed - in order to anonymize a user:“no personal data is available anymore, nor in the system nor in any backup - the user record can no longer be retrieved” “their content will be left intact to avoid damage to the community - but the attached user record is now Anonymized”But unfortunately that’s not fully true. What happens:A user (in this case “Spreeandre”) registers in the community, posts topics and / or comments Other users interact with this user by quoting or mentioning them The user then asks for his account to be deleted After the account is deleted, the user’s own content is being anonymized But: The username in mentions and quotes won’t be anonymized → inSided’s claim that “no personal data is available anymore” isn’t true because it is still easily possible to connect the anonymized content to the original username (which can easily be found via Google)The reason why this happens is:The usern

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revoteVIP ⭐️⭐️⭐️⭐️⭐️

Several issues with the platform

I created a ticket, status page look green: Email notifications doesnt work, least the “There is new reply in the topic”. Email doesnt arrive at all, or arrives later on When replying to the topic, it doesnt appear as a latest post to Latest feed All the comments cant be seen in ControlIs there anyone who have same problems?

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revoteVIP ⭐️⭐️⭐️⭐️⭐️

Profile | Replies: Category name isn´t displayed

I noticed this in our community, appears here as well:

447

JevgeniaContributor ⭐️

Spaces functional

Hello, Does anyone experience issues with sharing associated Goals from a Success Plan through the Spaces functionality? When we access it from the customer view, the customer is not able to see the Goals linked to the Success Plan. How can this be resolved?Thank you!

271

Better sitemap.xml to improve SEO visibility of important contentOpen

bjoern_schulzeHelper ⭐️⭐️⭐️

The sitemap helps search engines to index the community more efficiently. It is supposed to contain the community’s essential pages in order to making sure that robots can quickly and easily find and crawl those pages.Currently, the Community’s sitemap contains all community parent categories and categories. It is however not possible to include custom content, such as important / high-value posts, into the sitemap.High-value posts are any pieces of content that you want to push (and boost) to Google more quickly and make them stand out in between all of your other content. e.g.:Latest product launch Current sales campaign An upcoming event An essential tutorial or FAQI propose a new feature that will allow Community admins to manually add high-value content directly to the sitemap. Possible ways to do it:make the whole sitemap.xml editable (such as the robots.txt file) provide Community admins with a form that enables them to manually add (and later remove) URLs to (and from) the site

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