Discuss Gainsight Products

Customer Success June 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!  Bring Even More Customer Context Into Gainsight CSIf you've been using Gainsight CS MCP to bring customer data into your AI workflows, our recent enhancements are bringing even more context — and less friction — right when you need it.What’s new: Your reports are now part of the conversation: CS MCP can now use your existing Gainsight reports, including custom fields, team terminology, permissions, and report logic. You can also adjust fields and filters as needed. Pull up your portfolio without extra steps: Say “my portfolio” and MCP applies your company and relationship filters. Find the right contact is easy: Ask for key

Product Experience June 2026 This month we're giving you a new way to talk to your product data, more flexibility inside In-App Hub, and centralized brand controls to keep every engagement consistent.Let's dig in! 😀 Talk to Your Product Data in Plain English with PX MCPThe Gainsight PX MCP server connects your product data to Claude, ChatGPT, or any MCP-compatible tool so you can ask questions and get instant answers about adoption, engagement, and feature usage. Pull behavioral trends, audit live engagements, and export up to 10,000 records to CSV without writing a single line of code.Learn More Embed Third-Party Tools Directly Inside Your In-App HubCustom Embed lets you integrate chatbots, search solutions, or any external experience inside In-App Hub so users can complete tasks without ever leaving your product. Use user, account, or Global Context data to personalize the embedded experience for each individual automatically. You can configure it from the In-App Hub editor under wi

Skilljar June 2026 June was a big month for Skilljar. New AI capabilities, expanded content support, and more ways to fine-tune your learner experience. Here's what's new and ready for you to use!Let's jump in😀 AI Tutor Now Reads SCORM & PDF Course Content—and Supports Claude AI Tutor is currently in open beta, and based on your feedback, we've been making continuous enhancements to improve its functionality ahead of general availability.Broader content coverage. AI Tutor now draws on content inside SCORM packages and PDF lessons, in addition to natively authored Skilljar content. More accurate, complete answers. With broader support, learners get responses from AI Tutor grounded in your full curriculum, regardless of how it was built or uploaded. Provider flexibility. Choose the AI model that best fits your organization, Anthropic (Claude) Sonnet 4.6 is now available as a supported LLM alongside OpenAI, a setting configured at the domain level in your Skilljar dashboard when enab

Staircase June 2026 We’re excited to share the 2026 insights from across the Gainsight. 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!😀 Configure Health Score Event Modifiers Admins can now customize how renewal, churn risk, and churn notification events impact a customer's health score. Previously fixed at system defaults, these modifiers can now be tailored by account segment, so your health scores reflect how your organization actually evaluates customer health.Navigate to the Health Score configuration page to review and update the Modifiers section.Learn more about Health Score Modifiers  Query Child Accounts Directly from Ask StaircaseAsk Staircase now supports child account querying, giving you a consolidated view of insights across an entire account hierarchy without q

Hi folks,Does anyone have a playbook or any general practices they could share for Digital Services Act compliance? I’m working on this and just want to ensure I’m not re-inventing the wheel.

Hi!One of the biggest struggles our CSM’s have with GS is logging timeline activities to accounts that have multiple locations. For instance, we have parent accounts in Salesforce and under those parent’s we have the locations. When logging to the timeline they log to the parent however they would really love if when they log to parent, it can log under the child as well. Timeline activity reporting isn’t accurate because of this. Any solutions?

Is there a way in Staircase to do more historical reporting? My use case is understanding the time between signal detection and resolution, as well as understanding if that resulted in a deflection/save (shout out to ​@dcassidy’s post here: ).This is less for CSMs day to day and more for business reporting, but it might still be useful for CSMs to know. In theory, you could write the events to Gainsight CS if you also have that tool, but it’s sort of unclear how that would work. It looks like you just write to a field, which implies you just overwrite a field constantly, rather than creating event records. So then you write THAT value to some time series data...but that seems to get messy.

As you may know, Email Campaigns put a limitation to the recipient list which will only target users who have been active in the last 365 days. I think this make sense, but then I feel like we we enter a loop where we keep re-engaging users who are already active...How do you guys do to re-engage those users who haven't been active in the past 365 days?

Hi all!Last week I connected Gainsight with our Claude via the MCP and I fell in love.I already build multiple agents (projects) that will run either weekly or monthly (depending on the necessary information cadance) and I want to do even more…So I am curious, what did you already do with the MCP and how you are benefitting from it / results you get?What I have build in Claude with help from different sources: Community Agent: This one, combined with my MCP data is giving me both a weekly and monthly report on how the community us doing. Some basic metrics, but also more indepth and giving me ‘posts at risk’ and turns this into a report Voice of the Customer listener: is looking at everything being said in the community that looks like feedbacki/input and turns this into a report I can share with PM, PMM, CSM etc  Advocacy agent: looks at the community members and checks if they are positive, engaging etc and if they are a good potential candidate for our (future) advocacy program and

I noticed today that some topics don't appear as a choice when using the Featured Topics Widget. I want to add this topic, which is in our knowledgebase, to a featured topics widget:https://community.kpn.com/kennisbank-modem-instellingen-171/modems-met-kpn-software-webinterface-en-instellingen-593707 However, whatever I do (pasting the entire link, typing the title words trying to search for it) it does not appear. And with the whole link it even goes so far as to say no result is found...  At first I thought it might be because it was a knowledge base article. But other knowledge base articles can be found and added….  Is there a specific reason why some topics work, and others don't? 

Two questions about the pop-up that appears when hovering over a member’s profile image in a post:Can you adjust this to display the About tab by default instead of the Badges tab? Can you adjust this to also pop-up when hovering over the user’s username, not just the profile image? 

Hello,I’m testing all of the system emails by actually taking the actions to trigger them, not just using the test email button. The one I haven’t been able to figure out how to trigger is the DSA email.I edited the title of a topic, thinking that would do it, but no luck. Does it possibly look at IP address and only send if it's in the EU? Thanks!

Hi all!  I got a question from our CEO and CMO and dDirector of PM why the community is not on brand and using our fonts according to our brandbook… I was a bit confused because for me everything looks on brand and styling is working… But after some digging we saw a common factor… they are all working on a Mac with Safari as their primary browser. Do others also run into the issue that the community as designed does not look how its supposed to look in Safari? And do you have any workarounds for it? 

In Staircase, you can delete the little topic things from interactions:Can you tell in any way that it was there, and had gotten deleted? If so, can you see who deleted it, when, and report on it?Sometimes ST gets it wrong, and it’s totally valid to delete false signals. But if someone deletes a signal, it might be important to know for that account, in case it later turns out that signal was valid.

We have some clients that have unsubscribed to our email communications. Is there a link that we can enable them to opt back in and re-subscribe if they have done so in error? We'd like our CSMs to follow up with the clients to let them know that it's important to remain subscribed for important updated.

HiGroup Invitation links have recently been updated with a 90 day expiry. Previously there was no expiry (correct me if I’m wrong).This is an issue because, I had automations set up to auto invite a user from a specific company to a group, when they join the Community: Create Segment for: @customerdomain.com Create Custom Field “Customer Name”Periodically, ie Daily, navigate to the Segment and ‘Select All’, apply the “Customer Name” Custom Field to the Segment.Create Automated Email including Trigger: Custom Role “Customer Name”. This email will be sent when you Apply the Custom Field to the Segment. This process can be truly automated, I think, with Zapier. I.e. no manually applying the Custom Field to the Segment. I haven’t done this yet.Anyway…..The automated email I have will now need to be updated every 90 days because the link contained within it will expire.--- Happy to hear about alternate ways to auto invite users to Groups, once they join first the Community. Can Gainsight co

One of my strategic CSMs is interested in getting the Meeting Prep PDFs delivered via Slack. She’s already receiving it via email, but would like both.I’ve already enabled the AI Meeting Summary Slack notification, but I don’t see anything for Meeting Prep. I’d love to see that enhancement added!In the interim, I have provided her with the following prompt to use in the Staircase Slack app, which has been useful: I have a meeting with [Company Name] soon, what do I need to know?Thanks for any help here.

We’re in the process of opening our community to public users with limited access and visibility. Has anyone successfully restricted access to or hidden Event and Group pages using CSS?I’m considering removing them from the main navigation and surfacing them only through widgets instead. If you’ve taken a similar approach, I’d love to hear what worked, any challenges you encountered, and any best practices you’d recommend.Thanks in advance for any guidance or suggestions.

 I am teaching the CSM team on how to do Group Sends in Gainsight and realized that when creating people lists you can filter off “tags”. A while back I added tags to the C360 views but realized it doesn’t do anything. I thought CSM’s would be able to go in and add their own tags to each account but when I click in it, nothing shows.My use case is this: I would like the CSM’s to add tags to each account to identify groups of clients. For instance, if clients are requesting a certain feature in our software such as Shopify, we can add a tag called Shopify to the account so when the time comes when Shopify is released, they can create a list based off everyone who has the Shopify tag and send an email blast letting them know the feature is available. I know there is product requests but I figured tags may be easier for all sorts of use cases.Maybe there is another way to do this in GS that I am not aware of but hoping someone can clarify the use of tags for me as I couldn’t find a clear

We have the AI moderator on, so when someone starts a thread, they get the banner that it’s being reviewed before publishing. This seems like a dead end, though. To the best of my knowledge (and I could be wrong!):If they reload the page, it just gives them a fresh form to post something. There’s no email notification when it has been posted.What’s the intended path the user is supposed to take? Are they supposed to then go to their profile to see when it’s published?

How do you handle the 50K max character count in articles/topics when cutting content isn’t an option, and breaking it up into comments wouldn’t be intuitive for customers? Any workarounds or advice?

Hello all, I am looking for some insights and ideas if anyone has on their communities a collaboration space that members can share their development projects with others.A couple of examples of how it could look like: https://projecthub.arduino.cc/, Projects & Tutorials for Beginners and Up - Hackster.ioHas anyone built anything like this on GS platform or has any alternative cases to share? Thanks a lot,Lina

Is it possible to show the Announcement Card on Knowledge Base category/pages as well?Currently, it appears on individual Knowledge Base articles, but we would like to display it on the Knowledge Base page too.Please let us know if this is supported or if a custom solution is required.

Hi all!I am already revamping my ranking in my community because a lot of people don't level up.I mostly updated my lower levels and added a few more so that people actual level up more (high levels are still fine for now). But when I did the rebuild, I noticed that hardly anything changed and I did some research on potential issues (together with my friend Claude) and we came to the conclusion that the Minimum amount of logins are not properly registered  and usefull (especially wtih an SSO). And I was wondering if other people also ran into this problem and how you fixed is….My workaround is that I focus more on minimum seconds since membership and other criteria.And also, is there a proper way to use the criteria #minimal amount of logins. Because on a member profile I cannot find that information anywhere…. I only see registration date and last login date… nowhere do I see amount of logins. 

I am interested in how you are using the product announcements feature, any creative uses and success stories to share regarding engagement. Do you connect it with ideation? thanks