Discuss Gainsight Products

Looking to promote customer questions so they get answered, I have read tagging others to answer and that is a great approach, but is anyone using Email Campaigns to send out one-off emails to a segment of users to promote a post Looking to hear any gotchas or other considerations.

We are a Staircase AI Customer and have Call Summary Upload turned on in Staircase AI to get Timeline entries autogenerated in Gainsight. We do not have AI Follow Up in GS CS turned on. Does anyone know whether we should turn both features on to capture the timeline entries within GS, or do the features do the same thing? Is one better than the other? 

Hi everyone!We’re excited to share some great news specifically for our customers in our Scaled Customer Success model (those working with us via customersuccess@skilljar.com): you now have access to Customer Success Office Hours, four times a week!These Office Hours are a fantastic opportunity to:Connect with a Skilljar Customer Success Manager live   Ask questions about best practices, strategy, or specific use cases   Collaborate with other Skilljar users to hear how they're approaching similar challenges   Get quick, actionable guidance without needing to schedule a 1:1  🗓️ Office Hours Details:Frequency: 4 times per week   Schedule: Tuesdays and Thursdays, 11am and 3pm ET   Format: Open Q&A with a Skilljar CSM and other Skilljar customers   Who should attend: Any customer currently working with customersuccess@skilljar.com to make the most of your Skilljar experience  📩 To join Office Hours, reach out to customersuccess@skilljar.com for the registration link. Have a Skilljar

Is there any way to get the crashes report for the IOS sdk?

Can anyone advise on how do I built the query for Accounts that do not fall in the given range of created date?Like I dont want accounts that have been created in last 3month?

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

All the Gainsight CS NXT API Developer Documents are now restructured.What’s changed?The API Documents now have consistent structure and format. The API Documents are now aligned with industry standard API Documentation.What’s next?We will prioritize and start working on Gainsight CS SFDC API Documents accordingly.Your support/feedback is highly appreciated! Please feel free to reach out to me (@Sania Ahmed) if you have any queries or suggestions!Thank you!FYI @mphan @Neelam  @Shayeri Sen @Divya Nair @Adrian Raposo @Deepika @Sneha Naranje @Uzma Gani @MayurGhiya @mdfahd @Raimy Paulson  @anirbandutta

Hi community,May be a simple question but we’re trying to concatenate a few string/text fields into a Rich text area field that lives in the Company object. This is very easy, however, for the new field to be somewhat readable we would like to have a line break between which field we’re concatenating. Is there a way to add a line break when using the concat formula? If not, any workaround?  Thanks you all

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! 

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

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

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 :)   

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. 

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

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? 

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.) 

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?

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

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.  

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

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!

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."   

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  

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.