Customer Communities (CC)

 Hi everyone! I am trying to change the SEO homepage description for our community.The current instructions may be outdated, I don’t have “Site identity”Customization → Site Identity  

Hello, we’re embedding 720p videos from Wistia. It keeps adding black bars to the top and bottom of the videos. What’s the cause? Should we be creating videos in a different aspect ratio, or can we make some sort of adjustment in the embed html?When I view the videos in Wistia there are no black bars. They only appear in the embedded version on our community.Example screenshots below. Thank you!  

 Can anyone subscribe to the event.Published webhook?Gives me:Error: 400 - {"message":"Bad Request","description":"Invalid event"}While adding other webhooks works fine. 

Is anyone here aware of a method to preserve html class names in articles when they are created via the API? We are encountering a limitation with the Gainsight article API and I’m curious if anyone has found a workaround. We are using the Gainsight community API to create articles in the community knowledge base based on articles that exist in our Salesforce knowledge base. The articles are authored in a separate tool, Madcap Flare, that publishes them to Salesforce as knowledge articles. From Salesforce, we sync the articles to Gainsight CC so that customers can access them.   There are a subset of articles with complicated layouts that contain class names for styling, applied in the authoring platform by our tech writers. When those articles are sent to Salesforce they retain any class names applied to html elements in the article. But when the articles are created in the community knowledge base by the Gainsight API, the class names are removed. This seems to be by design, as we ar

Hi! I know quicklinks can route directly to another URL, but is it possible to do the same from clicking on an article? I’m asking because we recently set up our product updates path, and our CMO is pushing for fewer clicks. Personally, I see value in keeping product updates as posts since they’re both searchable, filterable by release date, and customers can interact with them. Has anyone tried something similar or found a good workaround? I’d love to hear your ideas

Is anyone else getting a load of Product Update emails into their inbox, dating back to January 2025? And they just keep coming?

Hi everyone, our company uses Braze as marketing automation/email campaign tool and I’m trying to figure out how to connect our Gainsight to Braze to update lists on Braze (to create flawless onboarding and re-engagement campaigns, see more insights/analytics etc) Braze is in product list of Make but Gainsight is not and the opposite for Zapier - Gainsight is part of Zapier and Braze is not.  Wondering anyone solved this chicken-egg dilemma? Thank you!

Hi everyone!Is it possible to change the SEO homepage description for our private community? I’ve already changed it to the desired description by going to Customization → Site Identity → Meta description. However, when I search our community on Google, I notice that it still shows the standard description: On the Forum you can ask questions or take part in discussions. Thanks in advance for your help!

We require moderator approval for all topics and replies. Is there any mechanism in place to notify an author when their pending post is approved? When an author submits a topic, they see the banner mentioning that their post will be reviewed before going live ✅ But then nothing happens when the post is approved. No notification at all. And it’s especially painful for a submitted idea. Unless someone is regularly checking the community or ideation page, they won’t know their post is approved until someone else comments or changes its status. Is there a way to create a new system email that could help in this instance? Something that simply says, “your post has been approved and is now live”?

Last weekend we had an user spamming several community members through private messages (DM). Fortunately, a super user contacted us in the evening to let us know he received a spam message.Is there a policy with regards to sending several private messages to different users within x timespan? For example, when sending x messages to y users within x time the DM-feature is temp. disabled (freeze) and the moderator notified?It would also be great if the moderators would receive a notification/alert when an user is sending mass DM’s.

Hello again 😅I’m currently working on getting my product marketing team to post product release notes and other announcements. What type of access are you giving them in community? 

Hi! We are in the processes of setting up the ideation module in our community. We are currently testing it in sandbox. When I test post an idea (as a user) I get a notification saying my idea needs to be approved by a moderator. Is this because it is in sandbox or do all ideas need to be approved by a moderator?Also, we are planning on slowly rolling out the products you can leave ideas for. Is there a way to make the idea areas different from the product areas drop down? 

Hello All, I am using https://api2-us-west-2.insided.com/user/{field}/{value} this api from third party tool  to get user ID of the user so when I am trying to execute it then it is giving me internal error. Attached is the screenshot of the same.Please suggest what shoul I do to resolve this issue. 

Hi everyone,I’m running into an error while trying to copy-paste an article from Google Docs into the community. This used to work fine earlier, but something seems to have changed in the last two weeks.The funny part is – when I try the same thing from my local system (Word/Notepad) or from O365, it works perfectly.Is anyone else facing this issue recently? Would love to know if it’s just me or a wider problem.

Hi! I’m experiencing weird behavior when typing a private message to another user. As long as I don’t paste anything into the message, the font is nice and small. But I’d like to copy topic subjects and paste them into PM. After I do this the text becomes huge and it seems like I can’t format it. Has anyone else experienced this?  In this message above the only thing I copied was what’s in quotation marks. Everything else was typed by hand.Kind regards

Hi,recently we’ve migrated to GS and none of the subscriptions were transferred. We’ve already notified our users but we have a large number of customers who really value their user group. Since there’s quite a lot of members and all of them would like to be subscribed to the content there, is there a way we could subscribe them in bulk on their behalf? In other words, is there anything we can do to make every member be subscribed to the group without them going and doing it themselves? Thank you in advance!

Hello Fellow Community Managers!!We’re just getting started with integrations, and Product Board is definitely something we want to evaluate. How are you all using it? I’d love to understand how this integration helps in collecting feature requests and feedback, and how it loops back to Product Managers. Any interesting case studies or insights you could share would be highly appreciated!

We have some custom user profile fields that are currently displaying in a strange format. Perhaps they’ve always been like this, and I didn’t notice! Either way, especially given that we’ve formatted the options nicely in Control, is there any way to have the front end display the same way? Profile DisplayBackend setup 

Hi all! I’ve looked around in the Community for this info already and while I’ve picked up a few stray threads here and there, it seems like what we’re doing is a little “wild west.” 😅🤠We’re styling a fully custom navigation/mega menu using a combo of HTML, CSS, and JS, using the custom Header, Third-Party Scripts, and CSS areas. We’re 95% of the way there in our sandbox, but are having trouble getting the search button to appear in the new nav. We can’t seem to isolate the original elements to get it to display and function correctly so that we can style it and be done with this endeavor. I’m curious if anyone has done anything like this, at least with the search specifically, and could offer tips or point us in the right direction. Thanks in advance!

Realtime checks on a new user with the dB would be really cool to haveBut till then, could someone share how can I edit the Registration form, especially the yellow highlighted part? 

What are your strategies for highlighting events? If you have a lot of events in a week do you send a weekly “here’s what’s happening” email? Do you rely on the event subscribe notifications?  Do you send one off marketing campaigns per event?  Do you send a monthly newsletter with “here’s what’s coming this month”? What’s your go to strategy? I’m curious to see what everyone is doing.

Hi! I’m using Events to host on-demand webinars. The challenge is that the past event date still shows, which makes me worry people think it’s over instead of available to watch. I’m using Events because it’s the best way to organize and display the webinars.Is anyone aware of a way to hide or remove the date for on-demand events? Any tips would be greatly appreciated!Thanks,Stine

Hello, we are considering using the Salesforce Unified Knowledge integration to essentially allow federated search on our Gainsight CC knowledge base from within Saleforce Cases and Salesforce Community/Experience. Has anyone done this particular integration before?We are curious about the degree of difficulty in setting it up and maintaining it, as well as how smoothly it functions. 

I see it’s possible to do via the Update a field in a user’s profile operation. And I’ve successfull set it to null, but that makes the avatars look broken: broken image for null Avatars I want to just clear any existing avatars via the automation (use case: customer churns, updating profiles to remove any personal info, etc). And I want the end result to just be the default Avatar that puts the first letter or number of the username into the avatar.default avatars 

Hi everyone,Our education team shares content in a dedicated section of the Hub and they are interested in changing certain aspects of the layout for their content. They asked if the following is possible (only in their section/categories not the entire community):Remove/hide related topics widget when you’re viewing a post  Remove/hide navigation when you’re viewing a postIf anyone has insight, I would love to know. Thanks in advance :)