Customer Success (CS)

Customer wants to build a simple non- aggregated report on Opportunity object to view expansion Opportunities of current quarter. Since they have multiple currencies it is not possible to view opportunities based on the revenue field when sorting. Even if I use ranking to pull top ‘N’ opportunities based on revenue field, it is ranking based on the numbers ignoring the monetary values.Though this can be achieved by creating SFDC formula field to convert and store all currencies in single currency or by building a rule to convert all of them to corporate currency, it would be great if there is option with in report builder to select the currency for currency data type fields, so that all the values get converted to selected currency and makes it flexible to add these reports in dashboards. 

My team and I just met to connect Gainsight to Gong via the support documents we were given: https://support.gainsight.com/gainsight_nxt/Timeline/02Admin_Guides/Configure_Gong_Integration_Settings However we ran into an issue right off the bat however as the first step listed in this configuration guide is to set up API access across all our keyword trackers, and this is not available to us because we primarily leverage smart trackers and this API connection feature didn't exist in the same way as it does on manually added trackers. Is there a way to use Gong's smart trackers and feed those into Gainsight via the API? Thank you to whomever jumps in with advice or wisdom!

 What an incredible session we had together! 🎉 Thank you to everyone who joined our recent webinar where I walked through exactly how I work within Gainsight on a day-to-day basis. If you missed it, here's a quick rundown of the highlights and you can watch the recording here Key Highlights 1. Gainsight Home: My Command CenterMy starting point every single day is Gainsight Home. Rather than anchoring in my inbox like I used to, Gainsight Home gives me a quick 40,000-foot view of my entire book of business, helping me stay laser-focused on the leading activities and KPIs that drive quarterly success.A few things I love about it:I use the rich text widget to store all my most-used docs so I can pull them up instantly during a live client call. No fumbling through bookmarks or fo

 CS March 2026 On-Demand Features Release Notes Update!The CS March 2026 On-Demand Features Release Notes is officially published for EU and US customers. Along with this release, the following new/updated articles have been published:CopilotCopilot API Documentation (New)Journey Orchestrator

We are launching Spaces soon and have a couple of questions:Customer Logo in Spaces - How does a customer upload a logo? I have uploaded our logo but am not able to view it in preview mode or see how a customer will update their logo. Customize Spaces Header - Will their be a way to standardize a Welcome Header for our CSMs to modify versus creating from scratch every time?Will the documents feature be accessible in Spaces? When will the Customer Goals and Metrics be accessible in Spaces?

The knowledge center bot is always in the way, no matter where I try to move it when I am in Gainsight. I do not need it to always be present on the screen and sometimes it becomes extremely annoying when it blocks something I need to click on or see. Please give us an option to turn it off or keep it hidden across all pages within the platform. 

Hello folks! I noticed after we installed the Gainsight Customer Success package, the browser tab labels (we use Chrome) display the same text on all tabs. Ours displays “Gainsight | Salesforce” Previously, the tab labels displayed the area of the app I was in. Ex. Cockpit, Reporting, Rules Engine, etc. With Gainsight being somewhat of a “tab happy” app, I find myself with LOTS of open tabs in the run of a days work. I now have to click on each one to see what section of the app that tab is for. Just thought I would ask if any others are experiencing the same?Cheers,Wes French

Hi This is Tim Wong from the ION Trading. We are wondering is there anyway we can export the email template? or a way to back them up. Please let me know. Thank you

We are noticing meetings coming into our Gainsight Timeline through Microsoft Teams AI Follow Up that do not have have recording and transcription turned on. Is this an error or is this documentation inaccurate? It states that you need both recording and transcription turned on.https://support.gainsight.com/gainsight_nxt/Timeline/02User_Guides/AI_Follow-Up_User_Guide#Limitations 

 Customer Success February 2026 We’re excited to share the latest insights from across the Gainsight community. Inside, you’ll find updates designed to help you learn, connect, and grow. We hope you enjoy exploring what’s new, discovering fresh ideas, and finding meaningful ways to engage with the broader Gainsight family as we continue to grow together.Let’s dive in!😀 Test Journey Orchestrator Programs Before Launch 

Have you ever felt stuck when using Data Designer or the Rules Engine when you have data from two data sources that just don’t seem to have a common identifier? Or, more likely, you need to aggregate data at an account level for one dataset and then compare it to data aggregated at a higher level (either your entire customer base or perhaps a certain segment).  Either way, you need some kind of way to join that data...but how? That’s what this tutorial solves!  This tutorial stemmed from a real-world use case I put together for a customer who needed to compare ARR that was at risk per customer against the total ARR for the entire customer base. So if Customer ABC had an open risk CTA and had an ARR of $200,000, the customer needed to compare that against their total ARR (let’s say $2 million) and get a percentage of 10% for customer ABC. 

If a participant was accidentally removed (manually Knocked off) from a CSAT Survey, can they be reinstated? 

'These are a summary of (mostly coherent) notes I took during a call with Gainsight Engineering about this object. At the time, we were not fully migrated to Horizon Analytics:Current setup is Gainsight NXT accessed via SFDC. We do NOT have GS Home in this instance so I don''t know how that impacts usage here, nor are we fully deployed on HA. However, you do need HA enabled at least in Beta for access to this object (GS Asset Usage Tracking). Generally, these are the questions the object is designed to be able to answer: -What assets are or aren''t being used? -What features/assets are CSMs end/users using? Caveats:•    This object does NOT provide a trend sort of view. The time component will only really provide how recently something was visited, and show you what assets you have that are stale.•    Trending over time was beyond the scope of the object, due to the data storage volume growing at a ge

Anyone happen to be using the Gainsight Gmail Plug in with Outreach.io?  Have some questions for you if so!

Similar to the Gainsight and Zoom integration that allows you to log Activities directly to a customer from a Zoom Meeting, is there an integration like this with Microsoft Teams? 

コックピットの設定でレポートカテゴリーの追加方法がわかりませんマニュアルには、カスタムで追加できるような記載がありますが設定画面上で見つけられず教えていただきたいです参照マニュアル：https://support.gainsight.com/gainsight_nxt/04Cockpit_and_Playbooks/00Cockpit_Horizon_Experience/Admin_Guides/Configure_General_Settings_and_Reporting_Categories  I don't know how to add report categories in Cockpit settings. The manual states that they can be added custom, but I cannot find it on the settings screen and would like to ask for guidance. Reference manual:  https://support.gainsight.com/gainsight

Hello,  We are using Company person report and share with via Spaces with a customer. We set up permissions to allow customers check Active : true or false status. If we access customer account in preview mode or from the customer account, it’s not possible to edit the Active field. Could you please suggest. 

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?

Hello, we are setting a rule to trigger CTAs when we get an NPS Detractor and that survey response has comments.As for now, our NPS Survey is coming from an external source and the Improvement (Comments) field is a rich text one.When preparing the rules the dataset has all information we need :  But when going into the criterias, the improvement (comment) field is not showing, everything else is.HTML has already been disabled.Is there a workaround?

Hi everyone, ​ It would be useful to have a differentiation on the Object dependencies in terms of Rules that read that specific object or write in it. Use case: for objects which are used in 20+ rules, it would be easier to check if we would know which rules are actually updating the object and which are reading from it. ​ What do you think?

Hi,  We are starting to use Spaces, and customers should have access to Success Plans and Attachments.For Success Plans, customers should have view-only access (no editing permissions).For Attachments, customers should have the option to upload files. Is this possible?Thank you for your help.