Discuss Gainsight Products

We need to creata CTA that triggers a playbook, when a specific case record is created in SFDC.   Having trouble setting up in Rules engine.

Hey,I see that the Gainsight community and a couple of other communities have this advanced filtering widget on the left hand side, but our platform doesn't.Is this something that needs activating in the admin side? 

(Not sure this part is relevant but adding for content)  - we use SSO to enable our customers to create a user when they first access our community from being logged in within our product. Our whole community is gated for registered users only. When they go the user registration page there is a link and requirement to accept the terms and conditions. But the terms and conditions are in the community and so the user needs to be logged in to view them. So they can’t view the terms before registering. Is there a way to make terms and conditions accessible without being logged in? 

Looking 1 or 2 customer-facing slides for our CSM playbook. We want to illustrate to new customers how our CSMs will leverage Gainsight throughout their customer journeys. Thank you!

The out of the box Staircase AI Health Score is comprised of 4 components: Sentiment, Engagement, Response Time, and Open Items (support). Each component is weighted using a statistical model but can be customized by your Staircase AI admin to fit your needs under (Settings > Configurations > Health Score). To ensure these components are clear and to cover best practices of using each component to address customer risk and opportunities proactively, I created the below video series:  Sentiment Score & Framework Engagement Score Response Time Score Open Items Score Would love to hear about how your team is using these signals to optimize client outcomes and your own business metrics successfully. Let’s discuss in the comments below! 

It’s not clear from the documentation. My guess/hope is userInput? Update: Vote for this idea 

Hi there,We’ve added some custom links to our embeddable widget, but the “Ask the community” link seems to be an out-of-the-box option. Is there a hidden phrase that allows you to edit that specific language? The closest thing I’ve found is Module: forum // key: Ask your question (but that didn’t seem to work). Any ideas? 

Does anyone know how to change the link button in the community?Can this be done via control or is this custom .css? Thanks!Anthony

Attempting to troubleshoot a moderation issue with one of my community’s more active members. Shortly after account creation she inadvertently triple-posted in the community and now all of her posts are sent to the moderation queue as spam. Another wrinkle, the word “Associated” is part of her company’s name and email domain.I saw this topic about someone’s access issues in the Gamechangers community and have reviewed her posts against our banned words lexicon, but see nothing to trigger a similar result in my community.Anyone else have a similar “shadow ban” experience and find a resolution?

For surveys, there’s an out-of-the-box Snooze feature that I’ve toggled on for our NPS survey. Snooze option in Engagements > Survey > NPS Survey > Editor I can’t find any metrics on usage (and by whom) of this feature within the survey. Analytics > Engagements > Survey Performance shows only Views, Responses, and Response Rate Analytics > Query Builder only gives options for Viewed and Completed as the interaction type. 

NPS is a field that can be mapped from PX to Salesforce Accounts using the SFDC integration:Mapping Account fields, Nps shows as an option, as well as other time-based Nps elements But I don’t see that as an option for Contacts:Mapping for Contact fields. These are listed alphabetically and NPS does not appear as an option. Is this just not possible or do I need to set up something with the integration?

As per the title…  Am I able to use the API to obtain the ID of draft articles?We want to get the ID to externally keep as a reference with the content management system.

Hey everyone,I’m currently exploring ways to build stronger feedback loops within our customer community. I want to make sure members not only feel heard but also see their suggestions in action—whether through product updates, new content, or process changes.I’m curious how others are approaching this. Do you have specific workflows, tools, or even roles assigned to manage feedback efficiently inside your community space?Also, how do you close the loop publicly so other users can see what’s been done with the input? Thanks in advance!

I would like to get an export into a csv of all of the content in our community. For example, what appears on this screen: Content > CONTENT TYPES > Articles (https://xxx.insided.com/article/overview)Is this possible? I don’t see anyway to download this report. 

Hey Teams, This is Logan from Support. We've heard a few requests for some added configurational options on C360 sections. Specifically; when reports on C360 sections have little data, they are accompanied with an unattractive amount of "white-space". (Example from my demo Org below) https://gainsight.zendesk.com/attachments/token/eugQ94zZlKbsIpQoTrcnGMpu1/?name=inline-529668629.png​ Our customers have expressed their desire to be able to adjust the space for reports on the C360 to at least minimize the amount of wasted space like in the above scenario.  Thanks for your consideration.  Logan Thome

Hi all, Some of the buttons on our community are currently not rendering or appearing correctly: “Create topic” button in the upper right hand corner is missing its copy The “Show More Activity” under the Recent Discussions container is not appearing We haven’t made any changes to our community which could result in this. Similarly, I’ve checked a few other GS communities Miro, Zapier, and Calendly, as well as it seems this community, and seems like they're also experiencing the same thing (no copy on the create topic buttons/issues with buttons). The status page says everything is up and running -- my team’s already filed a ticket but any recc’s on troubleshooting in the meantime?

Is there a way to restore a Data Designer back to a previous version? I made several changes to a complicated data merge in DD that resulted in it breaking multiple subsequent reports. I’d like to just roll back the DD back the last known functioning version.

We have two uses with using our University, not sure if there is a solution for this (I’m guessing it might be possible with lots of code):Internal learners - when a new person joins our org, we have them go through a few of our courses, a couple are not in the catalog and we enroll them to give them access. The ask here is depending on their role, there are some courses that a required of them to finish and others are optional. This can be different based on their role. External learners (customers) - we are moving towards officially embedding CE throughout our customer journey, one item is to drive customers toward completing required training courses within the first 90 days with us. The problem here is that their dashboard is a combination of course types. We can separate the data on our end, but from their perspective they do not know which ones are the important ones.The ask: is there a way (hopefully on the easier side) to flag courses as required, which can be different based o

Why is the text from the “Create a topic” button - aswell as the text in the “Log in” button in the mega menu gone?I can see that it’s the case in the gainsight community aswell:  

Hi Folks,We recently distributed a newsletter to a select group of customers through our email campaign. Although I can view the number of unsubscribes on the main dashboard, I need assistance in figuring out how to enable the option for customers to subscribe to our email updates. For instance, if a customer receives the newsletter, how can they opt to subscribe to future emails? I would greatly appreciate a detailed guide and a reference to a help center article.Thanks,Roy

Hi, what is the phrase key for save changes on profile page?Thanks :)

You know that in-between moment?After the big launch, the welcome posts, the first round of champions?That stretch where momentum slows, expectations rise, and you’re left asking:Now what?That’s where real community strategy lives. And that’s what the Community Track at Pulse 2025 is about. ​@RichardMillington is digging into how community can touch every part of the customer journey (not just support). Keyvan Sadigh (Lucid) will break down what scaling a hub really looks like (warts and wins included). @DannyPancratz is sharing what to focus on post-launch (when the hype fades). And ​@jillian.bejtlich  (Calendly) is helping us turn community into a limitless knowledge engine.ALSO If you’ve ever felt like you’re carrying the vision alone or need a fresh lens, this space is for you. Share your "now what" strategies at Pulse during our dedicated networking events for community professionals. Here’s the link. Code PULSE-RALLY gets you a discount, in case that helps.Let’s share the middle

There’s something powerful about being in a room full of people who’ve wrestled with the same friction you face daily — enrollments that plateau, engagement that tapers off, execs who ask for impact proof while you’re trying to fix quiz logic.This is exactly what makes Pulse 2025 so electrifying. Tracks to start - Matthew Meeks (Front) is bridging Community + Learning for long-term adoption.   Jessica Quazza (Gainsight) is unpacking the messiness of merging community and education efforts — not just the wins.   And ​@NormRasmussen  & ​@tmcmahon are laying down a guide to make engagement actually work.And for our Customer Education customers, we're organizing dedicated networking opportunities at Pulse 2025. This is your chance to connect with peers who understand the unique challenges of driving learning adoption and demonstrating educational impact. Look out for CE-focused meetups, interactive discussions on program strategies, and opportunities to share your own experiences in th

You ever look at a product usage dashboard and feel like it’s lying? 🤔Because on paper, features are used. But in your gut, you know the value isn’t landing. You know because users still ask for things you already built. Because your roadmap gets hijacked by urgent (but not important) fixes. Because CS is still doing heavy lifting adoption should’ve handled.Pulse 2025 is here to help! The Product sessions this year are digging into that uncomfortable space between feature release and value realization:​@devin_churchill is showing how data shifted adoption from a “nice to have” to a north star. Pej & Ben (Netskope) turned CS from reactive to revenue-generating — 10% GRR growth says a lot. ​@kelseynoteboom & Carly are calling out the fog — that fuzzy zone where adoption should happen but doesn’t — and how they cleared it.And for our PX customers who are on the front lines of making this happen, we're creating dedicated spaces at Pulse to connect and share those hard-won lessons.

Our company has both CE and CC with gainsight. We are wanting to assign a badge in the community when someone gets certified within CE.  What is the best way to set this connection up? And what are necessary steps?