Discuss Gainsight Products

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

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

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

  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

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

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. 

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!

I was wondering if Gainsight, or something independently, had a virtual meetup for Community Managers? Maybe something monthly or quarterly?I am looking to get more involved inside the Gainsight ecosystem and bounce ideas/problems off of piers.

Is it possible to insert a docebo iframe on a page with a public catalog? We’d like it to be in an iFrame. Does this need to be a customization made with a developer or with some code?

Hi,I wanted to create an email campaign directly from the Gainsight platform.The “segments” functionality seemed to me perfect for targeting the right audience at first. When I started to filter down the users, I came across of a lack of flexibility to make it right:filters only allow to choose one OR another filtering criteria , f.e. if I want to have a country field specific and empty ones in one view- it is not possible. you cannot remove manually users from the segment list; it is fully controlled by filtering options, which are limited (see above).Does anyone of you have any workaround how to create a segment only for your specific target?

Hey!I’m pretty sure, it’s not possible, but I’d like to try my luck:Is it possible to create a section specific post type?E.g. I’d like to set up a new section, like a marketplace, for my community. Obviously Question, Conversation, Idea”wouldn’t be suitable for something that should be an offer. Instead I’d like to create two different post types for this section: Offer and Searching Is this possible?

Do you serve users in multiple countries or languages?We’re designing a brand-new, centralized Localization Page inside Gainsight PX, and we’d love your feedback to shape it from early on.Check out the 👉 demo prototype 👈! The new Localization PageCheck out the 👉 demo prototype 👈! (It’s an early iteration and is rough around the edges, so expect a few bumps along the way. Clicking on the language chips opens the new localization editor.)The new Localization Page will include:Feature Description Central Page View every PX content item (bots, articles, engagements, etc.) and every language version in one place. Bulk Operations Bulk-download source files with powerful filters (by language, status, content type). Auto Statuses See real-time status badges (Not Started, In Progress, Completed and Verified) automatically calculated for each language. New File Type More user friendly file type in CSV to download source files. External Permissions Ability to give access to L

I’m trying to count the number of items selected within a multi-select picklist and basically assign a ‘score’ based on how many items are selected within a particular list. I was able to work through a few of these using a case expression, but anything with over 3 choices there are just too many options for this to be feasible. Is there another/better way to count the items selected so I can then SUM a group of fields together?

Hi there,we would like to make our Ideation Area read-only for our end-users for about 10 days.Does anybody know of a workaround of how to make that possible?To prevent new comments, I guess we could close all Topics in Bulk through the API. Is that correct?To prevent new ideas, is there any CSS snippet or Third Party Script that could prevent people from seeing the Idea button when creating a new topic?Is there anything else you could think of?Thanks in advance,Dani

Is is possible to edit category permissions via API?I have about 100 knowledge base categories to adjust permissions and would like to do it without having to click one by one.Any ideas on how to make this job less tedious?Thanks in advance,

Hey everyone, I got a request from a user that signed up to the community with his work email. He's been a loyal member for years. Now, he's changing jobs and will lose access to that email address. He doesn't want to lose all of his badges/stats by creating a new account and I'm not sure what will happen if I change his community email on the backend in his profile. Does anyone have experience with this? Thanks Drew

We are in the midst of setting up automations that would assign badges in CC based on specific criteria. We have CE certification badges being automatically assigned in CC once the certification is received, all integrated via CS Journey Orchestrator.  Now we are looking to automatically assign annual CC member badges using CS Journey Orchestrator. My question comes from the Filters in Data Designer. I am having trouble setting it up, such that “Registration Date is greater than or equal to 1 year”. Is this possible with the date filters? Am I missing something?  

How can I best visualize the results from a matrix type survey question in a report to be used on a dashboard?Below is a snapshot of a matrix question used in our survey. I’m trying to build dashboard reports for each survey question for CSMs to see overall responses from their customers. Creating a valuable view of responses to the matrix type question is proving to be challenging. Ideally, I’d like to see a report look like the snapshot below - where a total count of each response is listed for each “sub-question”. Then I want to be able to click on that number to view more detail (customer name, respondent name, response date, etc).Is this possible or a similar view possible? Any help would be appreciated!

I have a date selection field that users can submit a start date that we will store and then use for messaging. BUT I would like to hide the Submit & Next custom button UNTIL a date is selected.I have not yet managed to get it to work. 

Hi Folks,I’m trying to figure out what to do about users who start registration but never confirm their email. I’m not sure exactly what is happening, but in my imagination it’s like this:user tries to register (presumably to post something). the confirmation message gets stuck in a spam folder. they are annoyed they can’t post the thing. time goes by, the urgency passes, they don’t try to engage again.I’m considering an email campaign to try and grab them back, but I can’t figure out a way to automate it and don’t want to repeat it every week or two. (Seems like any less frequently wouldn’t do much good.)Wondering if anyone has dealt with this another way?

It seems like not, but I thought I’d ask. Use case: Top X accounts using {feature}

Use CaseQuarterly NPS polling. One continuous NPS engagement, not separate for each quarter.  Helpful for dashboard widget metrics, consolidated reporting etc.  Helpful for automated audience eligibility, recurrence etc.  Triggered Automatically via Audience Criteria Via Badge in the UI Current StateAutomatic trigger only. (#1) It shows up to 4 times in a quarter until they complete the survey. Then snoozes for 3 months.  ExploringAdding a second trigger on a Badge (#2) ObjectivesIncrease response rate by providing an on-demand option to trigger the NPS survey, rather than hoping the automatic prompts hit them at a good time to provide feedback (low response rate is showing that they are not). Avoid multiple responses form the same user within the quarter. HypothesisAdding the Badge as a second trigger meets our objectivesIt will be always present if they’re eligible to complete the survey for this occurrence (this quarter).  Setting the Badge qualification scope to Always will prov

 📊 Unlocking Customer Success with Gainsight’s Customer Health ScorecardIn a recent webinar, we delved into the powerful capabilities of a key tool within Gainsight that holds immense potential for growing our accounts and providing precise forecasts for Net Revenue Retention: the Customer Health Scorecard. When integrated with the DEAR Framework—encompassing Deployment, Engagement, Adoption, and ROI—this tool offers a comprehensive view of customer health and facilitates more informed decision-making. 🚀 Elevate Your Data-Driven Strategy: The Health Scorecard in ActionThe Health Scorecard serves as a central hub of customer insights, synthesizing crucial data points such as product usage, engagement levels, and support interactions to deliver actionable insights. By applying the DEAR Framework, we can dissect customer health with greater precision:Deployment: Assess whether customers are fully onboarded and utilizing the product according to their needs and expectations. Engagement: 

  CS July 2025 Release Notes Update!The CS July 2025 Release Notes is officially published for EU and US customers. Along with this release, the following new and updated articles have been published: 360Attachments for End Users [New] 360 Objects  Call to Action (CTA) Detail View  Log Activities to Timeline  Configure Company Hierarchy Rollup View [New] Company Hierarchy Rollup View [New]AI BotUsing Gainsight Sally in Slack (For End-user) Admin Configuration for Sally  Admin Guide for Gainsight AI Agent End User Guide for Gainsight AI Agent FAQs for Gainsight AI AgentCustomer GoalsCreate Customer Goals Configure Customer GoalsCockpitCockpit Overview Configure CTA Types, Reasons, Priority, Snooze Configure Success Plans Cockpit List View Create Manual Call to Action (CTAs) and TasksConnectorsSAP DataSphere Connector [New] Product Experience (PX) Integration  Dynamics Connector  Databricks Connector  Load to SAP DataSphere Action Type [New] Load to Dynamics Action Type [New]Email Assist