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8537 Topics
soniamoaiery
soniamoaieryGainsight Employee ⭐️
published in CE & Skilljar by Gainsight
Welcome Skilljar CustomersNews

Welcome Skilljar Customers to the Gainsight Community!!  Skilljar Customers,We’re thrilled to officially welcome you to the Gainsight Community—a place for you to connect, learn, and grow with this incredible network of CE and CS professionals.Whether you’re looking to swap best practices, ask Skilljar product questions, get inspired by how others are using Skilljar, or just stay in the loop on what’s new—you’re in the right place.Here’s what you can do here: Ask and answer questions about Skilljar from peers and experts Connect with fellow Customer Education pros on best practices Share and upvote Skilljar product ideas Stay in the loop on events and updates  👋 We’d love for you to introduce yourself in this Welcome Thread! Stoked to have you here! 

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soniamoaiery
Joris
JorisGainsight Employee ⭐️
posted in Customer Communities (CC)
Help us shape Autopilot - our AI-powered chatbot

We’re developing a new AI-powered search and chatbot tool, Autopilot, and we’re looking for customers to join us in a pilot program. If you’re interested in testing cutting-edge technology and influencing its development, we’d love to hear from you.What we’re buildingAutopilot will serve as an AI-powered CSM that provides comprehensive support by connecting to all available knowledge sources within your organization. This includes community interactions, knowledge bases, and other internal systems, ensuring that your customers receive accurate and timely answers. Our vision is to make the community and chatbot the central hub where your customers can go for everything related to support and customer success.Preview in actionTo give you an idea of what Autopilot will be capable of, we’re designing a user interface that will integrate seamlessly into your community, product, and support channels, offering AI-generated answers and suggestions that can adapt to the needs of your customers.

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jvdc
Sruthimalla
SruthimallaGainsight Employee ⭐️⭐️
published in Product Experience (PX)
Reimagining In-Product Guidance: Introducing the New KC Bot ExperienceBlog

If you’re someone who obsesses over user journeys, crafts onboarding flows, or curates just-in-time help inside the product this post is for you.Because building a great in-product experience is more than just embedding articles or linking to documentation. It’s about making guidance relevant, timely, and invisible when it should be.And for a long time, the Knowledge Center Bot (KC Bot) helped , but not without friction.So we rebuilt it.Over the next few posts, we’ll walk you through what’s new, what’s different, and most importantly how to think about using the KC Bot to support real user outcomes. Why This MattersThe old KC Bot was functional — but rigid. It was fine if you had a single goal: “make docs accessible.” But today, teams want to do a lot more:Nudge users during onboarding   Drive adoption of a specific feature   Reduce support burden with contextual help   Surface enablement paths for different personas   Target content based on where the user is in their journey  That me

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Sruthimalla
Kenneth R
Kenneth RGainsight Community Manager
published in CE & Skilljar by Gainsight
🚨 Breaking: Gainsight acquires Skilljar! 🎉

🚨 Breaking: Gainsight acquires Skilljar! 🎉We're leveling up learning with AI, ditching static courses for "in-the-moment" training. This deal isn't just news, it's a revolution in customer education. Read the story 👉 https://bit.ly/41W1ba6

2050
Kenneth R
Tori Jeffcoat
Tori JeffcoatGainsight Employee ⭐️
posted in Staircase AI by Gainsight
Introducing the New Staircase AI by Gainsight product section of community!

Welcome to your one stop shop for all Staircase AI by Gainsight community content! We’re excited to open this brand-new section of our online community, dedicated to all things Staircase AI by Gainsight! 🎉 Whether you’re a seasoned Staircase customer or getting started with Staircase, this is your go-to spot for all the latest discussions, product content, and insights about Staircase AI. Here’s what you can look forward to:• 📚 How-To Articles: Get quick answers with our handy guides.• 💬 Questions & Answers: Have a burning question? Ask away, and connect with fellow users and experts.• 🔍 Deep Dives: Explore in-depth content on Staircase AI’s capabilities and how it can help you.• 🚀 Learn & Level Up: Whether it’s tips, tricks, or new features, you’ll always stay in the loop! Our community is all about sharing knowledge and growing together, so jump in, explore, and let’s elevate your Staircase AI experience to new heights! 🚀 No idea what Staircase AI by Gainsight is? Check

2032
Tori Jeffcoat
M
MarkusHelper ⭐️
asked in Customer Success (CS)
Reports - show null values as zero in report

Hello everyone!I am busy building Gauge reports on how often customers use specific features in our system. We get the data of feature usage from Gainsight PX, and I can show them within a report with no problem.However, when also showing features that come up as NULL in the period of the report, the entire feature does not show up (since it is NULL).Is there a way to replace NULL values with zeroes, so that the feature shows up in my report as zero and is thus visible in the Gauge report? Kind regards,Markus

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jenlpro
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Can one engagement use multiple badges to trigger it?

The guide would use the same copy every time, but I have 3 features that could use a badge next to it. Can you add multiple badges to one engagement? (seems like not; I don’t see any way to add another badge via the +New button, nor by copying the badge in the step settings)

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DannyPancratz
genells
genellsContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Looking for a report that displays community leaderboard points

Hello! Hoping someone from community who is versed on reporting can help me locate a report that pulls my top 50 users for my community Leaderboard. Example of data needed but in report format I tried to make a segment but unfortunately the filters for gamification is either by Ranks and/or Badges and what I’m specifically looking for is by points.  Anyone know how to pull a leaderboard report? Thanks in advance!  

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Kenneth R
bjoern_schulze
bjoern_schulzeHelper ⭐️⭐️⭐️
asked in Customer Communities (CC)
Cloudflare blocks AI crawlers accessing content without permission

Hi Gainsight team,I’m referring to this article here:https://www.cloudflare.com/press-releases/2025/cloudflare-just-changed-how-ai-crawlers-scrape-the-internet-at-large/Cloudflare, Inc. [...] today announced it is now the first Internet infrastructure provider to block AI crawlers accessing content without permission or compensation, by default. Starting today, website owners can choose if they want AI crawlers to access their content, and decide how AI companies can use it. AI companies can also now clearly state their purpose – if their crawlers are used for training, inference, or search – to help website owners decide which crawlers to allow.As Gainsight is using Cloudflare, this is highly relevant to all Gainsight platforms. Can you give us some information about how Gainsight has set up this new configuration? In addition to that, can you give us some insights about how Gainsight will ensure its platforms to support (or even boost) AI crawlers to process the content?See also:Than

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revathimenon
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
How to get Product Mapper UI Element Feature Being Used Right Now to work for Engagement Audience Logic?

Is it even possible to leverage the Product Mapper {Feature} Is Being Used Right Now for features that are mapped as UI element rules? Since these features are tracked on clicks, when/how would the “right now” be defined? From my testing, it does not seem to be working when the mapped UI element is just present on the screen. I suspect Being Used Right Now works only for URL based features. 

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link_black
V
veecampellContributor ⭐️
asked in Customer Success (CS)
Help with Historical Health Score Reporting/Dashboard

My team and I are trying to create a dashboard that shows historical changes in health scores and what measures caused the score to change. We are having a hard time filtering reports and simply want to know what went from:Green to Yellow Green to Red Yellow to Green Yellow to Red Red to Green Red to YellowWithin the last week or month. I was wondering if there is a template or some guidance we can be given to show scorecard changes per account from week to week and month to month.We were thinking of separate reports for each change, but are hoping there is a better way to display that information in a dashboard.Any help with steps would be much appreciated🙂

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M
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Is there a widget for showing Survey Performance in a dashboard for Multi-Question Surveys?

It seems like no. If it’s not one of the rating based surveys (NPS, CES, etc), there seems like no way to do it.  

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rschlette
J
jadkins.iiqContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Automatically Assign CC Annual Badges via CS Journey Orchestrator

We are in the midst of setting up automations that would assign badges in CC based on specific criteria. We have CE certification badges being automatically assigned in CC once the certification is received, all integrated via CS Journey Orchestrator.  Now we are looking to automatically assign annual CC member badges using CS Journey Orchestrator. My question comes from the Filters in Data Designer. I am having trouble setting it up, such that “Registration Date is greater than or equal to 1 year”. Is this possible with the date filters? Am I missing something?  

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J
cstrange
cstrangeContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Adding embeddable widget into Skilljar

I’m looking for some guidance with embedding the Community widget into Skilljar. I am working with my colleague on our Academy team and we were having trouble figuring out where to put the code. I added the domain as an approved domain She posted the code in the source code for the lesson Does the lesson have to first be published?  With acquiring Skilljar, do you have some guidance for us?Thank you! 

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Kenneth R
Kgastaldo
KgastaldoHelper ⭐️⭐️⭐️
asked in Customer Communities (CC)
Private Community, Approve Members to Join

Hi All - I need a bit of advice on how to manage a private community set up.We are launching an online community for our meetup community. We want the community to be available ONLY for our members (who apply to join in a separate process). So how do we make this work?We are a private community.We set up the Registration Approval - but that doesn’t stop anyone from creating an account. They can’t do anything, but they can see content before they are approved by the moderator - which we don’t want.We could do a workflow (with workato) where someone joins, then we check salesforce to see if they are a member, then approve them … but that doesn’t stop people who aren’t members from creating an account.Would the unlock code work? Or would they be able to share the unlock code with anyone else?We’ll be talking to Gainsight about it, but I wondered if anyone here was running something similar and had an idea! 

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juan.delrio
rschlette
rschletteHelper ⭐️⭐️⭐️
asked in Product Experience (PX)
Attribute value not tracked in PX click event

This div is being used as a button, so I’m mapping it using “div[title=”Delete activity”]HTML Source When the div is clicked, notice that the title attribute’s value is not included in the payload:PX Click event payloadHas anyone else ever run into this issue before? Were you able to determine a root cause?

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rschlette
S
suthomasContributor ⭐️⭐️
asked in Customer Success (CS)
Staircase Multi-Select Picklist Support Workarounds?

We have received a request to pull the a multi-select picklist field into Staircase from the Company object in Gainsight to support product-level reporting in Staircase. However, Staircase does not support multi-select picklist fields at this time.Has anyone figured out workarounds for this? From GS support, it does not appear this functionality is on the roadmap yet. 

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heather_hansen
Cathleen
CathleenContributor ⭐️⭐️
asked in Customer Communities (CC)
Delete all posts from a user

Hi,is it possible to delete a user and all his created content?This is necessary for data protection reasons.Unfortunately, simply deleting the user is not sufficient. Thx, Cathleen

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Kenneth R
A
Ambar DContributor ⭐️
asked in Customer Communities (CC)
Switching between custom views is slow to load

Hi there! I’m hoping to gauge whether this is the expected experience in Gainsight.Switching between custom views takes several seconds to load instead of switching into the view automatically and quickly after clicking on the view. I’ve attached a GIF below demonstrating the response time in switching between two views. I have noticed the more you switch between multiple views several times over, the load times tend to get slower.Is this expected? Thank you in advance! 

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Kenneth R
susanne.khatib
susanne.khatibGainsight Employee ⭐️
posted in Customer Success (CS)
What do you wish you knew when you were getting started with Journey Orchestrator?

Let’s be honest—getting comfortable with JO takes time, trial and error, and plenty of lessons learned along the way. If you’ve picked up a few of your own, what do you wish you knew when you were first getting started?Share your best JO tips, lessons, or lightbulb moments—things like: Advice you’d give someone building their first program What you wish you did differently early on Features or strategies that save you time The lessons you’ve learned along the way might be just what someone else needs to feel more confident diving in.Drop your wisdom in the comments! 👇

402
susanne.khatib
rschlette
rschletteHelper ⭐️⭐️⭐️
asked in Product Experience (PX)
Who can see Admin Console > Dependencies?

In the “Roles and Permissions in PX” section, this documentation on User Management details which User Types can see specific sections in Admin console, e.g. Engagements:Viewer can “View Engagement Monitoring and Engagement Collision in the Admin Console page.” The doc does not mention the Dependencies tab in admin console. Can someone please detail which User Type(s) can use the Dependencies tab in Admin Console? Thanks!

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aharkut
S
sarahmcelmurrayContributor ⭐️
asked in Product Experience (PX)
Using PX to identify when a new user account is provisioned in our platform?

Happy Friday!Ive been working on a project to register when a brand new user is provisioned as an admin in our platform (which could be huge to help identify risk early and as a way to get them in community and access to their CSM and training etc) which would trigger a series of emails and a CTA for our CSMs to update with correct role, etc. Is anyone using PX to pull in this data into Gainsight to initiate a program?

241
romihache
S
Sah033Contributor ⭐️
asked in Customer Success (CS)
What Dialers are you all using alongside Gainsight?

Hi everyone! Curious what dialers y’all are using alongside Gainsight and any limitations you’ve run into? We use SFDC, and were surprised with the limited integrations for dialers with Gainsight, specifically on the voice call side. Are most of you just integrating with SFDC and then pulling information into Gainsight? It also sounds like from a call intelligence standpoint, the data is much richer coming from scheduled meetings with customers vs. voice calls with customers.  I would love to pick someone’s brain on your experiences if possible, thank you!

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S
Alistair FIeld
Alistair FIeldHelper ⭐️⭐️⭐️
asked in CE & Skilljar by Gainsight
Where are the links for the subnavigation menu being taken from?

I am trying to modify the homepage link in the _subnavigation_ menu but struggling to find where the links are being taken from. This is what  I see in the template file.<nav class="np-sub-navigation"> <div class="np-sub-navigation-content"> {% for link in navigations.sub_navigation %} <div class="np-sub-navigation-content-item {{ link.active_class }}"> <a class="np-sub-navigation-content-item-link" href="{{ link.url }}"> <i class="{{ link.icon }} np-button-color np-sub-navigation-content-item-icon"></i> {{ link.label }} </a> <div class="np-sub-navigation-content-item-bar np-button-background-color"></div> </div> {% endfor %} </div></nav>How do I prescribe fixed links for each icon? TIY 🙏

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Alistair FIeld
Thomas Deely
Thomas DeelyContributor ⭐️⭐️
asked in Customer Communities (CC)
Do you have metrics on member engagement?

Does anyone have benchmarks for community forum engagement, specifically around content viewers vs dormant members. i’e what % of viewer members (members viewing content) in the last 90 days do you aim for? what % of dormant members are you comfortable with?

101
mitchell.gordon

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