Discuss Gainsight Products

Our Community kickoff is coming up in October and I’d like to do something special for it! We are looking at potentially doing a Community bingo (got the idea from another community) where we provide either a list of emoji’s that we will hide in several places for members to find, or provide a list of actions to take (complete your profile, ask a question, etc). Has anyone done this before and able to share about their experience? Would love to hear any lessons learned, pitfalls to avoid, and what really worked well. Any advice would be greatly appreciated. I want to avoid hurt feelings as much as possible. 

Hello All,We have once skilljar domain active and connected to CC. The SSO is in place and user management is with CC.We are in the process of creating a second Domain. How would hte SSO be set up in this instance?I can only include one domain in the CC<> Skilljar integration. Any help is much appreciated.

My team and I are investigating localization options in the community platform, given our organization’s expansion into Europe and Asia.We heavily use Custom HTML widgets throughout our platform, and are looking into translation options. From my understanding, the OOTB platform translation feature and the paid AI translation feature don’t apply to Custom widgets. We are looking for scalable alternatives to manually translating each Custom HTML widget for each language experience. How are your teams translating your Custom HTML widgets? Are you using any third-party vendors?

I’m building a custom gamification widget for our community. It should show the signed-in member’s current rank, total points, next attainable rank, and progress towards that rank, including the needed points or other requirements (like “2 more solutions”).I can retrieve the current rank through the Web SDK and total points through `GET /gamification/leaderboard/user/{id}?period=all_time`. However, I haven’t found a documented API for retrieving the complete rank configuration.Is there a supported read-only API endpoint or export that provides:Rank IDs and public display names Rank priority/order Minimum requirements, including points and activity thresholds “Any of” / “All of” role restrictionsIf available, which authentication, permissions, or additional product features are required? Also, does the “Minimum points earned” rank condition use the same total returned by the all-time leaderboard endpoint?The goal is to keep the widget aligned with the configuration in Control without ma

Hey Community - I’d like to get some examples of how other communities are handling ideation. I’m looking for details - IE integrations, timelines for responses, etc. I’m working with our products team to do a phased approach, but I’d love to show them how others are handling this. I’ll share a couple examples of ways I’ve done this in the past.Current Company:We’re looking to roll our phased feature requests. We use Jira for our feature request process. Right now only employees can open FRs. Customer success managers add their customers to the tickets in Jira, which gives some insights into votes. Customers can’t see Jira. When we release a new version, we say how many FRs we implemented, but there’s no place for all customers to see a full list - they are only notified of the ones they’ve been added to. What I’d like to do next:Phase 1 - Link Jira and Gainsight so that we are pushing ideas/feature requests back into the community. The 1st phase will just be surfacing the ideas that a

TLDR: A few rules on your Insights make them fit each tier, so your team chases what matters and your dashboards, notifications and data pulls show the true state of your customers. Roughly 30 minutes of admin setup for a few insights across three tiers.Where it lives. Settings > Configurations > Insights ("Customize your insights"). You need the organization settings permission.1. Set the default. Expand an insight. No renewal discussion starts with a "Warning period (days)" of 90. Under "Enabled for", use "Add filter" to scope which accounts it applies to.2. Add a rule per tier. Under "Configure rules", use the round add button, then "Add condition" to pick fields such as Tier, Journey, Revenue or any CRM custom field, and set that rule's number. Example: Tier 1 gets 120 days, Tier 3 gets 60. The first matching rule wins, so drag the most specific rule to the top.3. Show it on your dashboard. In Executive dashboard, choose Edit board, then Cards, then Add card, and filter the c

Has anyone custom coded their community to have a Dark Mode? I was thinking about trying to tackle this with the help of Claude. I wanted to ask here first to see if anyone has completed this and how they accomplished it.

Hi everyone,I’m helping a small team explore light, flexible monthly support for basic business/ops tasks (nothing full-time — more of a recurring side arrangement). They’re looking for someone based in the U.S. who might already be in the CS/ops space and open to occasional help.Before I share any details, I’d love to hear from the community:Has anyone here taken on small, recurring side support for early-stage or small teams while staying in CS/ops roles? Any tips on structuring these kinds of arrangements so they stay sustainable and professional?Happy to share more context via DM if useful, or point people toward the right contact if it feels like a fit. Thanks in advance for any thoughts!

New to gainsight here so still learning some of the ropes but wanted to ask for some help on automation.We're running a reminder email program in Journey Orchestrator for a survey campaign. Each recipient gets a Typeform link with a unique trackid embedded as a tokenized field, so we can tie a submission back to the original recipient.The problem: people who've already completed the survey are still getting the reminder, because there's currently no automated way to pull them out of the next send before it goes.What I'd like to build: when someone submits the Typeform, that updates a field in Gainsight against that trackid/identifier that then says they did the survey. I’d use that field in an evaluation step to then exclude those from the send of the reminder email a week later. I know the Program-level Exclusion List is CSV-upload only, so that's not a fit for something that needs to update continuously. Would love to hear if anyone's done a Typeform (or similar external form) → Gain

I am curious if gainsight has an integration with lingotek for translation and if anyone uses it. 

We built a custom Widget called “Profile Completion” for the o2 Community.The widget:Loads the current user’s profile through a Gainsight connector Calculates completion based on nine equally weighted criteria: eight User Profile Fields personal avatar Displays the completion percentage, username, progress bar, missing fields, explanation text, and a link to the profile settings Supports configurable Builder options for content and display Uses Gainsight Personalization to target users with a Primary Role (through a segment)It looks like this:Questions and IssuesPre-load personalization based on profile completionCurrently, Personalization only filters by a broad segment such as users with a Primary Role. The widget is therefore initialized for all matching users and must load the connector before it can determine whether the profile is complete.Question:Is there a supported way to personalize a Custom Widget based on a calculated or stored profile-completion status before the widget

Hi everyone, One of the things that has become an administrative headache for me since launching our community is that users cannot edit their own username. This seems like such a basic feature that Gainsight should have, and it would prevent a lot of unneeded overhead that community teams deal with. There’s an existing idea on this, vote on it!Please consider prioritizing this Gainsight, it is such low hanging fruit and would be a big value add immediately for most teams and this is a gap compared to other leading community products. 

We would like to utilize some of the out of the box reporting available in the Customer PX Usage tab within our Shared Spaces with customers.  I do not see these as availble reports in our reporting tools to even clone to reuse or within the options in Spaces.  Where are these reports located? What Object? 

We have added three new fields as widgets in the R360 layout. The widget boxes look good and are properly aligned when viewed in the full-page layout. However, when viewing the account preview in the half-page layout, the widgets do not align as well and the overall appearance looks inconsistent.Could you please check if there is a way to maintain the same view, spacing, and alignment in the smaller/half-page view as we have in the full-page view?It would be great if we could have a consistent layout across both views.Thank You

Good Evening All, I am testing out the education widgets as part of our Skilljar integration. Not long ago new release info was on this topic.We have the Skilljar app installed in CC and it works for the searching. Is there something else I need to do in order to get the content into the community widgets?

Our community is private, is there a way to add a background image to the login page? all ideas, workarounds will be appreciated!  

I am trying to leverage an Advanced Formula in Data Management and where I have successfully used them before for IF-THEN-ELSE type scenarios, does anyone know if you can do IF-THEN-ELSIF-THEN-ELSE type scenarios? I tried  case when (X < Y and X is not null) then 0 else (X > Y and X < Z) then 50 else (X > Z) 100 end That didn't work (neither did removing the brackets) so I'm thinking either my syntax is bad or this is not possible.  Any feedback?

We would like to get our product managers posting product updates on community. We have lots of product managers, and giving each one a moderator seat to post a product announcement is expensive.Has anyone had success with using community for product updates, with a large volume of product managers needing access, and let me know if you have any workarounds, for example, an automated feed of product announcements to community.   

We’re looking into ungating our Community and allowing non-users the ability to create profiles (with limited access to content). For Communities that are ungated, how do you moderate non-user registration and associated posts/comments? Any best practices so our paying users continue to have a great experience?

Hello,I have been searching docs and community posts, but I haven’t been able to find any thing confirming if Gainsight surveys be included in Agentforce chats with external customers. Is it possible to integrate surveys into Salesforce chatbots using Agentforce?The use case: Customer opens our chat icon to talk to a support bot or agent. At the end of the interaction, we’d then like to share the link to the survey or display the form for the customer to fill out.If there’s not an official means of accomplishing this, has anyone found their own solution they are willing to share?Thank you!

Hi all,I’m working on something and just want to get a sense from others if my approach is the best.Our intent is to make a gated custom page only accessible to people at a certain company.My thinking:Create a role that grants access to the custom page. Use the registration webhook and the API to catch people who register for the community with an email address from that company and use the API to apply the role.Is there a better workflow I’ve missed?

 Staircase September 2026 This month, Staircase AI gets a lot smarter and a lot more connected. Inside you'll find the Q2 release highlights: instant account context with Ask Staircase Starters, custom prompts that make lifecycle events work for your business, EU privacy compliance controls, and deeper native integration with Gainsight CS. Plus a community tip on tracking negative messages week over week, and the Q2 release webinar on September 8 if you want the full walkthrough.Let's dive in! 😄 Customize Your AI DigestYour AI digest is now yours to shape pick which accounts show up, how they're prioritized, what language they're in, and even add custom prompts to control what gets surfaced. Prefer the defaults? You can switch back to your org's standard digest anytime.Learn more about Customizing Your AI Digest Map Team Member Fields to Your CRMNow you can map Staircase AI team member and ownership data directly to Salesforce or Gainsight contact fields, so your CRM stays in sync wit

Customer Success September 2026 This edition of the CS Newsletter brings together the latest product updates, practical ideas from the community, and new ways to sharpen how your team works in Gainsight. Inside, you’ll find updates that reduce repetitive work in Timeline and Journey Orchestrator, a framework for automating customer health scoring, lessons from our Agentforce MCP workshop, new hands-on Gainsight University courses, and the latest resources and events for CS teams.Let's dive in! 😊 Relationship Resolution (Open Beta)Relationship Resolution, now in open beta, automatically matches AI-generated meeting follow ups and auto-captured emails to the appropriate relationship, so teams get a cleaner Timeline, more reliable relationship context, and less manual tagging.Learn More Clone Evaluate Step + Bulk Exclusion ListsJourney Orchestrator now lets admins clone Evaluate elements to reuse existing branching logic and exclude participants who are already part of another program. T

Product Experience September 2026 This month it's all about getting more out of what you're already building. PX MCP just leveled up with text-to-query support, In-App Hub targeting got sharper, and the community has real prompts to help you move faster. Plus, catch up on last month's renewal webinar, and get a first look at who's taking the stage at Pulse Europe.Let's dig in! 😊 Gainsight PX MCP Version 1.1 Is Now AvailablePX MCP just hit version 1.1, adding text-to-query support so you can ask natural-language questions across Query Builder, Engagement Analytics, Survey, In-App Hub, and more — directly in Claude or ChatGPT — plus richer grouping, pagination, and CSV downloads, all while honoring your existing PII restrictions. Refresh your tool list (Claude) or have your admin refresh the app (ChatGPT), then confirm all 16 PX MCP tools show up.Learn More Target In-App Hub Content with Richer Audience RulesIn-App Hub just got sharper targeting: Recommendations and Task Lists now suppo

 Customer Communities September 2026 This month, we're doubling down on structure and scale, deeper content hierarchies, translation management that won't eat your afternoon, and a safer way to test what's coming before your members ever see it.Let's get into it 😊 Build Deeper Content Hierarchies with Five Levels of NestingYour Community and Knowledge Base sections can now nest up to five levels deep, up from three, so your structure can finally match how your product is actually organized. Nothing breaks and nothing needs reconfiguring  just open any Section in Control to nest another Category beneath it, and your mega menu, breadcrumbs, and sidebar navigation scale automatically.Learn more Export and Import Phrases in Bulk from One ScreenManaging translations across languages just got a lot less tedious. You can now export phrases by language or all at once into a simple CSV, edit them in your spreadsheet tool of choice, and reimport with a preview of exactly what will change before