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8649 Topics
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Ambar DContributor ⭐️⭐️
asked in Customer Communities (CC)
Possible bug: New user profiles are displaying full email in username

Hi there! I noticed today that there was a sudden spike in users in our customer community who were displaying their full email as their username. This was alarming because I’ve rarely seen this.All of these users had created their profile on or after August 6th. Is anyone else noticing this? Is this a possible bug?We consider our customers’ full emails as sensitive information that we don’t want displayed publicly. Thanks in advance for any help! 

212
A
speacher
speacherContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Home Page and Group Send Widget Troubleshooting

I have several issues that have arisen from trying to add the new Group Send widget.I followed the job aid to add the new Group Send widget to the custom Home page for our team but the People Widget is not showing within the new Portfolio option despite publishing the new version and it showing on the configuration preview screen.  See screenshot where it is missing. I keep getting a message on both my page and the users that the “Admin Portfolio is Not Configured”. I cannot figure out what permissions or edits I need to make to configure the portfolio. In addition, some of the users within the group that it is published to are not even seeing the updated Home page despite being in the User Group I published it to. It also did not show for me at first but I changed mine to the Admin Preview and then went back into the Home configuration and chose “Make My Home Page” there and it finally showed. The end Users don’t have this option.  How can they override their home page to see the new

1066
Carol_Keyes
FMEEvangelist
FMEEvangelistHelper ⭐️⭐️
asked in Customer Communities (CC)
Using the Federated Search API? How do you crawl your external content?

Hi folks,We’re interested in using the Gainsight Federated Search to extend the search tool to our other websites and resources. As I understand it, you supply information about other links using this JSON structure: { "title": "string", "content": "string", "url": "string", "source": "string" }My question is, how do you retrieve this information automatically to start with? For example, if I want to incorporate our documentation, there are more pages than I want to catalogue manually, plus the content changes on a daily basis.So…  how do I retrieve the information in an automated process? Using a web crawler? If anyone else uses the Federated Search API I’d love to hear how you’re going about this or if you have a recommended crawler/bot.CheersMark

546
olimarrio
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juliawContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
"Did this topic help you find an answer to your question?" - what is the purpose of this feature?

Hi!As we’re preparing to launch our community we were wondering if the topic helpfulness feature is necessary to have. I’ve found this topic related to this feature: Topic helpfulness: now previewing on inSpired | Gainsight Community but I was wondering if it has any other impact than in GA? . Our community is a private one, so no need to boost our SEO. Happy to hear your thoughts on this :)   

5714
revote
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MKorzunHelper ⭐️
asked in Staircase AI by Gainsight
Insights Definitions

I am looking for some definitions for a few of the insights. Some of them are defined in the help file, however, I can’t find definitions for the following: No Reach-out to Stakeholder Stakeholder not engagedAlso, for the “Account responds slower than usual” insight. How is “slower than normal” defined? Is it based on a global response SLA? Or is it based on the normal response time for each stakeholder? Lastly, are we able to clone and modify an Insight or rename them? We have EBRs not QBRs and our org would like the insight to be called EBR. 

565
dcassidy
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in CE & Skilljar by Gainsight
August 6th 3pm EST Office Hours Recap

See what we discussed on August 6th’s 3pm EST session of Office Hours below:Have a question or want to talk through a topic? Drop in here with sessions twice a week (Monday’s and Wednesdays) two times a day:  👉 10 AM EST sessions or  👉 3 PM EST sessions 🤔 1. How are teams using drop-off rate and analytics to improve course content?The customer shared that her team launched their Academy in February. She’s been tracking unit and quiz completions to monitor engagement, but stakeholders are starting to ask deeper questions about drop-off points and content resonance.We discussed: Using Single Course Analysis to identify where learners disengage If data is unclear due to long course structure, consider splitting long courses into smaller, stand-alone courses and grouping them in a Learning Path for improved visibility and cleaner analytics Smaller course units are often more approachable for learners and give admins more precise completion data  🤔 2. What can be done on an Academy

60
cdonargo
jvdc
jvdcHelper ⭐️⭐️
asked in Customer Communities (CC)
Login page: switch order of SSO and local login

Hey,in our community we offer 2 login methods: local login SSO for staff who have registered their account with professional emailsince SSO login is only for a small portion of our members, I was wondering if there was any easy way to switch the order in which these 2 options show up. Right now it’s SSO first then local login.I would like local login first and then SSO.any idea? 

192
jvdc
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sappipopracticeContributor ⭐️
asked in Customer Success (CS)
need help on Solution Scorecard HealthHome

I'm new to the Gainsight tool/application and would appreciate any guidance or coaching. Could someone please help me understand how to achieve GREEN status for my Task #6 from NA? What steps should I follow to update this card with my results? (Please refer to the attached screenshot, especially highlighted box and its entrees.) 

474
romihache
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RobPlaceHelper ⭐️
asked in Customer Communities (CC)
Knowledgebase down

HI We are experience a problem with the knowledge base showing a 500 error message.  I can’t see how to raise a support ticket and Gainsight known issues is not showing it. What can we do in these situations?  Is it known and being addressed?

939
revote
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in CE & Skilljar by Gainsight
August 6 10am EST Office Hours Recap

See what we discussed on August 6th’s 10am EST session of Office Hours below:Have a question or want to talk through a topic? Drop in here with sessions twice a week (Monday’s and Wednesdays) two times a day:  👉 10 AM EST sessions or  👉 3 PM EST sessions  🤔 1. What are best practices for using inactivity nudges to re-engage learners?- Start by identifying the courses where drop-off is happening or where completion is critical (like onboarding or certifications).- Avoid sending nudges too frequently (once a week for 3–4 weeks is a good starting point!) - Customize your messaging and subject line to reflect your brand and tone. - You can also set up different nudges for different courses with custom cadences. 🤔 2. Will inactivity nudges apply retroactively to learners already enrolled?Great question! When you enable a course-specific inactivity nudge, Gainsight sends emails only to learners who enroll in the selected course after the nudge is active. Learners who enrolled before you

70
cdonargo
baraica
baraicaContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Exporting Community Posts

Have any of you found a way to successfully export community posts/topics? I’m doing a monthly analysis to show community performance but I get stuck on this page.  

334
DannyPancratz
jillian.bejtlich
jillian.bejtlichHelper ⭐️
posted in Customer Communities (CC)
How We're Using Zapier, Winston AI, and Slack to Better Prevent Spam

Hey all!In a topic from December, I alluded to the fact that we’re trying to tackle the increasing spam problem with some out of the box thinking and promised a write up once we had things a bit more figured out. While I can’t say we have everything figured out, we’ve got enough to share! So what’s the problem?When it comes to spammers and community managers, it’s like a giant lazy game of chess. Your goal is to exert the least amount of effort to beat your opponent. When it comes to spammers, they post obvious junk, we build filters. They inundate us with spam at certain hours, we implement pre-mod processes. They post craftier spam, we implement spam detectors. And so on. Their move, our move. Their goal is to post as much spam as they can get away with using the least effort possible. The goal for us is to ultimately make the work required to spam not worth the effort.But more recently, I’ve been noticing a serious uptick in new spam strategies. When needed, spam has definitely star

2568
olimarrio
dcassidy
dcassidyHelper ⭐️
asked in Staircase AI by Gainsight
Looking for health score recommendations

Hi All! We implemented Staircase in or around May. We’ve just started writing the Staircase health/sentiment/engagement scores to our Gainsight instance. Our intention is to, eventually, roll these into our overall Gainsight health scores.Having reached out to Support, I’ve learned that the Staircase scores are updated a few times daily. We’ve created a tracker, but are looking for advice - would it be more prudent to do daily or weekly snapshots? What is everyone else doing? Is there a recommended cadence? Thanks!

464
heather_hansen
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Hannah BaileyContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
header at the top

I'm curious how Gainsight configured their header at the top. I'd like to apply a similar idea for our community, but I'm not sure how to position the link to the right with the default "header."   

192
H
Yoeri
YoeriGainsight Employee ⭐️⭐️⭐️
published in Customer Communities (CC)
Webinar Recap: Unlock the Future of Community Management with AI
Webinar Recap: Unlock the Future of Community Management with AIWebinar

Yesterday, July 30th, we hosted an insightful webinar, "Unlock the Future of Community Management with AI," where we unveiled Gainsight's latest advancements in AI for the community. ​@gainsight-pm-graeme and myself walked you through existing AI capabilities, our AI moderator agent and future plans for AI in the community. If you missed it, no sweat - catch the full recording here! 🎥 Unlock the Future of Community Management with AI Recording 🎥 Key Takeaways and Features Demonstrated:Gainsight’s Community AI Tools Overview: We provided a refresher on the full suite of AI features currently available (like Write with AI, Recap, Summaries) to enhance your community operations. AI Moderation Agent Demo: We showcased our new AI moderation agent in action. This powerful tool is built to maintain a safe and productive community environment with minimal manual intervention, drastically reducing moderation overhead. AI Innovation at Gainsight: We shared our vision for how AI features and ag

2302
genells
olimarrio
olimarrioGainsight Employee ⭐️
posted in Customer Communities (CC)
Grammarly Browser Extension Issues - Now Automatically Disabled - 3rd June

Hello everyone, It has come to our attention that the Grammarly Extension has been causing an issue with some of our text editors across the platform. This occurs when text is typed into the editor and Grammarly is triggered to check spelling and grammar - causing the text to disappear and the rest of the text box functionality to break. We have been in contact with Grammarly and they are aware of the issue. Their developers are currently analysing the cause of this issue and are working on a fix - however, no time-frame has been provided for a solution. In the meantime, we suggest turning off the Grammarly extension whilst using your community platform. To do that, please click the G icon on your browser's toolbar and toggle Check for writing suggestions and Show definitions and synonyms via double clicks off. We will keep in close contact with Grammarly and keep you updated once more information becomes available. Thanks, Oliver  

76617
Kenneth R
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kelseygContributor ⭐️⭐️
posted in Customer Communities (CC)
Bug: Scheduling article in group posts in the group

I was scheduling a post to publish tomorrow in a private group, and after scheduling, I noticed it showed up in the group while it was still scheduled. I tested this twice and continues to show the post is up in the group, but since its scheduled, when you click the post, the page is not found. 

91
revathimenon
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LMilesContributor ⭐️
asked in Customer Communities (CC)
Technical Documentation Authoring

Does InSided integrate with any authoring tools, such as MadCap Flare? 

562
meredithw
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in CE & Skilljar by Gainsight
August 4th 3 pm EST Gainsight CE Office Hours Recap

See what we discussed on August 4th’s 3pm EST session of Office hours below: Have a question or want to talk through a topic? Drop in here with sessions twice a week (Monday’s and Wednesdays) two times a day:  👉 10 AM EST sessions or  👉 3 PM EST sessions  🤔 1. Where can I upload CSS to style my Academy?If you want to customize fonts, colors, buttons, etc. in your Academy, you can do so using the styles.css.liquid template. This will apply styling across your entire Academy/University interface. Keep in mind that the in-course experience is less customizable due to how that area is built—it does not support the same level of CSS control. 🤔 2. How are admins collecting feedback from learners within a course?Many teams use external tools to embed surveys at the end of a course or as a separate email follow-up. Popular tools include: Google Forms, Microsoft Forms, SurveyMonkey, JotForm, NPS tools (for post-course satisfaction scoring). 🤔 3. What kinds of questions are admins asking le

120
cdonargo
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in CE & Skilljar by Gainsight
Gainsight CE Office Hours are Back! But in a new style ...News

We’re starting regular CE Office Hours, where a CE CSMs will be available live to answer your questions and share tips! Unlike our previous presentation-style Office Hours, these sessions have no set agenda—the topics will be 100% driven by your pre-submitted & on the spot questions.  Here’s how it works:When?
Mondays & Wednesdays
10:00 AM EST & 3:00 PM ESTHow to Join?
Just register here:    👉 10 AM EST sessions     👉 3 PM EST sessionsWhy Stop By?
These 45-minute sessions are your chance to:Ask about anything from product features to best practices Hear how other customers tackle similar challenges Get ideas and answers you can use right awayYou can pop in for just 10 minutes or stay the full session.
This is also a great way to connect with us live if you don’t have a CSM (or only meet periodically) and would rather chat through something than open a support ticket or send an email. Reminder, this is not to discuss any technical or issue related topics. Those are still t

731
cdonargo
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in CE & Skilljar by Gainsight
August 4 10am EST Office Hours Recap

  See what we discussed on August 4th’s 10am EST session of Office hours below: Have a question or want to talk through a topic? Drop in here with sessions twice a week (Monday’s and Wednesdays) two times a day:  👉 10 AM EST sessions or  👉 3 PM EST sessions 🤔 1. Are there any known gaps in the data flow that could impact data integrity? Are there automated data cleaning rules or validation workflows? How are duplicate contacts/accounts handled?This depends largely on how your learners authenticate. In this case, the customer uses Single Sign-On (SSO) for both their product and their University, meaning each learner typically logs in using a unique SSO ID (like an email). This setup usually prevents duplicate records for external learners.However, if internal users have multiple logins for their own product, that could result in duplicate records in CE. Gainsight CE does not currently support automated data cleaning, deduplication, or record merging. I recommend internally communicat

100
cdonargo
Z
Zayn JiaContributor ⭐️
asked in Customer Communities (CC)
New members can't post

Wondering why new members can’t post??this is what stops

516
mitchell.gordon
Sruthimalla
SruthimallaGainsight Employee ⭐️⭐️
published in Product Experience (PX)
Choosing the Right KC Bot Layout - Design With Intent, Not Default
Choosing the Right KC Bot Layout - Design With Intent, Not DefaultBlog

 So you’ve got your content , maybe it’s onboarding checklists, feature guides, or help articles — and you’re ready to surface it through the new KC Bot.But then you hit the decision point:Should I use a Task List or a Content Group?Should the layout be List, Grid, Card, or Thumbnail?These aren’t cosmetic choices.They directly impact how your users discover, engage, and act on the content you’ve worked so hard to build.Here’s how to decide - based on your user’s goals, not just what “looks nice.” Step 1: Start with User Intent Ask:🧭 What is the user trying to do at this moment in their journey?Examples:Just signed up → They need a path   Visiting a new feature → They need clarity   Struggling with an error → They need resolution   Curious to go deeper → They need learning resources  That intent is your anchor. Now let’s match it to structure. Step 2: Choose the Right Widget for the Job  Task ListUse when you want to guide action , like a mini playbook.Great for onboarding steps, setup

18413
rschlette
K
ktakContributor ⭐️⭐️
asked in Product Experience (PX)
New KC Bot

We have been trying to implement new kc bot, but we require users to be taught how to use it effectively. For that purpose, we created a guide for a sort of walkthrough for new kc bot and to our surprise we cannot choose kc bot as elements for new guide to be active. How can we train users if we cannot even choose elements from px. 

361
rschlette
romihache
romihacheVIP ⭐️⭐️⭐️⭐️⭐️
asked in Staircase AI by Gainsight
Trouble with Automated Emails and Lifecycle events

We're encountering a bit of an issue with automated emails sent from let’s say renewalreminder@mycompany.com. They are currently being flagged as a "Commercial Discussion" by Staircase, and the email content is coming through in plain HTML.Why is the email content being captured like this?      What options do we have to prevent these emails from being categorized as "Commercial Discussion"?  · For example, if we add an exact phrase or the sender's email address as an excluded term, would that work? · If a customer replies to such an email, would that reply also be ignored/excluded by this setting?   We appreciate any insights or guidance the community can offer!

494
romihache

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