https://communities.gainsight.com On the Forum you can ask questions or take part in discussions. https://communities.gainsight.com/customer-communities-cc-17/looking-for-a-report-that-displays-community-leaderboard-points-28218 Hello! Hoping someone from community who is versed on reporting can help me locate a report that pulls my top 50 users for my community Leaderboard. Example of data needed but in report format I tried to make a segment but unfortunately the filters for gamification is either by Ranks and/or Badges and what I’m specifically looking for is by points.  Anyone know how to pull a leaderboard report? Thanks in advance!   Customer Communities (CC) Thu, 05 Nov 2026 10:58:24 +0100 https://communities.gainsight.com/ideas/private-messages-enable-attachments-19293 For service-oriented communities it's a regular occurrence to move a conversation to private messages in order to obtain customer information or data. Right now it is not possible to attach images (the WYSIWYG editor isn't activated for private messaging), PDFs or any other file types to a private message. We would like to be able to have attachments for the standard file types (jpg, png, pdf, txt) enabled to private messages. Thu, 05 Nov 2026 09:45:53 +0100 https://communities.gainsight.com/customer-communities-cc-17/is-there-a-way-to-bulk-add-new-members-to-community-32127 We have built a section of the community that will only be available to certain customers and we want to bulk invite those customers and assign them a special role. I am interested in ideas on the best way to approach this. Has anyone done this?  Thanks Customer Communities (CC) Thu, 05 Nov 2026 09:30:36 +0100 https://communities.gainsight.com/customer-communities-cc-17/how-to-bulk-cleanup-of-public-tags-and-re-assigning-tags-ideally-with-ai-mcp-automated-assignment-32130 Hi all,We run a community with a few thousand topics and far too many public tags, well over 1,500. Many are duplicates, typos or one-offs created by members. We want to start from scratch rather than just merge tag as that would take lots of time.What we want to achieveDefine a fixed list of about 60 public tags that only admins control. Delete all existing public tags. Then, assign 2–3 tags from the new list to each topic, ideally automatically (API, MCP, script or AI) rather than by hand.WhyWe need reliable tags to route community requests to the right internal team. Right now the tags are too inconsistent for that.QuestionsIs there an API or CSV import to assign tags to existing topics in bulk, including questions and discussions, not only ideas? Has anyone built automated tag assignment, for example with an LLM or MCP? What worked, and what didn’t?Thanks! Customer Communities (CC) Thu, 05 Nov 2026 09:07:35 +0100 https://communities.gainsight.com/customer-communities-cc-17/anyway-to-block-access-to-profile-info-32142 Good morning Community!We recently had our partner team reach about about potentially creating a space in our Community where our customers could interact with our partners. We were thinking a group where their visibility was scoped to only that group.Is there a way to block their access to our members’ profile fields as well? My concern is that our members share a lot of data that could be used to generate leads or targeted advertising and we want to avoid potential risks of that info ending somewhere it should not.  Thank you! Customer Communities (CC) Thu, 05 Nov 2026 08:55:07 +0100 https://communities.gainsight.com/meetings-office-hours-3/emea-admin-office-hours-thursday-session-05-11-2026-32158 This thread is for the upcoming EMEA Admin Office Hours for Thursday, Nov 5th, 2026. Time: 1:00 – 2:30 PM UK Time Have questions? Drop them in this thread—we’ll cover them live during the session! Join Zoom Meeting (Note: this is a new link!)https://gainsight.zoom.us/j/94074862515?pwd=DAiixkKZfGaL7va9VNZiEiPiGUA261.1🔢 Meeting ID: 940 7486 2515 Passcode: 333404 One Tap Mobile (US)+17193594580,,94074862515#,,,,*333404#+12532050468,,94074862515#,,,,*333404# Dial-in by your location(US, UK, India, Israel, Canada & more) Find your local number Join via SIP94074862515@zoomcrc.com Join via H.323 US West: 144.195.19.161 US East: 206.247.11.121 India (Mumbai): 115.114.131.7 India (Hyderabad): 115.114.115.7 Netherlands (Amsterdam): 159.124.15.191 Germany: 159.124.47.249 Australia (Sydney): 159.124.104.213 Australia (Melbourne): 159.124.74.212 Brazil: 64.211.144.160 Canada (Toronto): 159.124.168.213 Canada (Vancouver): 159.124.196.25 Japan (Tokyo): 170.114.194.163 Japan (Osaka): 147.124.100.25 Meeting ID: 940 7486 2515 Passcode: 333404Looking forward to seeing you there!—ShivGainsight CSA Meetings & Office Hours Thu, 05 Nov 2026 06:37:06 +0100 https://communities.gainsight.com/customer-communities-cc-17/best-practices-with-posting-serious-customer-facing-announcements-such-as-php2shell-vulnerabilities-32137 Hello Experts, I am interested in hearing how all of you are handling posting urgent updates such as the PHP2SHELL vulnerability. First you have an announcement and then you have a string of updates. In some cases what started as an announcement turns into a series or more complicated updates that you want to track (time/date stamps) and provide more detailed information to your customers.Currently I am looking at a working document/resource and when we make updates also calling out via blog posts. Can you share how you are addressing this from a structural standpoint? Thank you, Sara  Customer Communities (CC) Thu, 05 Nov 2026 00:41:35 +0100 https://communities.gainsight.com/ideas/ability-for-co-pilot-to-reach-attachments-32157 It would be beneficial if co-pilot in Gainsight Cs could read attachments in timeline notes.  Wed, 04 Nov 2026 21:52:52 +0100 https://communities.gainsight.com/moderating-content-33/moderate-threaded-replies-in-customer-communities-31422 This article helps admins to enable and moderate threaded replies in Gainsight Customer Communities.Overview Enable Threaded Replies From Control Moderate Replies in Control  Moderate a Reply Moderate Replies in DestinationOverview Threaded replies help community users to respond to a specific reply within a post. This creates structured levels of reply, keeping the conversations direct and consolidated. As an admin, you can enable threaded replies from Control.The Destination view shows the community-facing thread as members see it. The Control view provides the full set of moderation tools and mirrors the destination layout, making it easier to cross-reference content while taking action.Limitations: Thread depth is capped at three levels (L1, L2, L3). Replying to an L3 reply posts the response as an L2 reply with an automatic @mention. Trashing or marking a reply as spam applies only to that individual reply. Child replies (L2 and L3) are not removed automatically. The sort order for L2 and L3 replies is fixed at oldest first and cannot be changed. Turning off the Enable Threaded Replies toggle hides all nested replies from view. They are not deleted and become visible again when the toggle is turned back on. Enable Threaded Replies From Control For communities who require a clean structure and consolidated view of replies, threaded replies can be enabled from the Control.To enable threaded replies:Log into Control. Navigate to Settings > Content and Replies. The Content and Replies page appears.   Turn on the Enable threaded replies toggle. Threaded Replies is now active in Destination and Control.IMPORTANT: When the threaded replies toggle is turned off, the nested replies are hidden in Destination. Replies are not deleted. Turning the toggle back on restores their visibility. Moderate Replies in Control  The Control provides the full set of moderation tools for topic replies. The layout mirrors the destination view, so content you identify in the destination is easy to locate in Control. You can access any topic or a conversation from Control: Log in to Control. Navigate to Content > Overview. The Overview page appears. In the Search text field, enter the topic name to moderate. The Topic Moderation page appears.The Topic Moderation page has the following sections: Original Topic Post: Displays the topic as posted by the community member, including the title, body text, and engagement options such as Like, Reply, and Share. Overview: Lists key metadata about the topic, including its type, creation date, section, category, view count, likes, and reply count. Details: Shows the editable properties of the topic, including the title, category, public tags, moderator tags, and labels. Write a reply: Provides a text field for the admin or community member to compose and submit a reply directly below the post. Pagination: Allows navigation across reply pages. Admins can jump to a specific page, move forward or backward, and control the number of rows displayed per page. Replies section: Lists all replies associated with the topic in the selected sort order. Nested replies appear indented under their parent reply, reflecting the thread structure.Moderate a Reply You can manage replies from the control in the Moderate Topic page. To moderate a reply:Click on the three-vertical dots menu.   The following options are available for moderating a reply: Edit: Click the pencil icon to edit a reply. Highlight: Click the arrow icon to highlight a reply. Pin: Click the Pin icon to pin a reply at the top of the list of replies. Link: Click the Link icon to copy the link of the reply to share. In addition to the above actions, you can also do the following:Promote a reply to a new topic Send a message to the author of the reply Send a moderation notice Mark a reply as spam Move a reply to a topicNote: When a reply is promoted to a new topic, the child replies are preserved in the new topic. Moderate Replies in Destination You can also moderate the replies in Destination. To do this:Log into Destination. Click the three-vertical dots menu.   The following options are available for moderating a reply: ​​​​​​​​​​​​​​Edit: Opens the reply in edit mode. Mark as highlight: Highlights the reply in the thread. Copy link: Copies the reply URL to the clipboard. Quote: Inserts the reply as a quoted block in the reply editor. Report: Flags the reply for a community guideline violation. Mark as spam: Marks the reply as spam for review. Trash: Moves the reply to Trash.   Moderating content Wed, 04 Nov 2026 21:38:56 +0100 https://communities.gainsight.com/ideas/allow-editing-of-data-designs-and-rules-without-having-to-rebuild-everything-32125 Hi there -  I’m loving the relatively new functionality in JO Programs where you can remove the connection at any point along the journey. Before this was introduced, if you wanted to edit a JO Program, especially one of the first steps in a long journey, then you had to painfully delete all the steps below it and rebuild. This is a huge improvement in case you forgot to put in a delay, for example, like I did the other day. My ask is that the product team figure out a way to do the same thing for DDs and Rules Engine queries. My use case is that we’re building telemetry-based JO Programs, and they are largely the same template - except the data source that kicks off the whole query is different for each product. What I would like to do is be able to remove the connections at the top of this query without breaking the merges and transformations in the bottom 2/3 of the query. As it stands, I have to delete all the merges and transformations and rebuild manually for each product. Thanks for considering.   Wed, 04 Nov 2026 20:13:41 +0100 https://communities.gainsight.com/ideas/cs-ai-tools-management-extend-quick-insights-functionality-to-copilot-mcp-server-32021 Report access through the Gainsight CS MCP server is all-or-nothing today. In Administration > AI Settings > AI Tool Management, report_search_tool and fetch_report_data can only be toggled Active or Inactive.The admin has no say in which reports are eligible. I’ve currently got both report tools disabled in my tenant. That’s not a preference — it’s the only option when you can’t scope them. And it costs users real capability, because the MCP tool instructions tell the model to prefer saved reports over dedicated tools, on the reasoning that reports encode the customer’s own business definitions. That’s a lot of trust to place in a library the admin can’t curate.As noted in this post, there are a number of reasons why broad report access could be problematic. Admins need a way to designate which reports are eligible for consideration by Copilot and the MCP ServerA marker already exists“Mark as Quick Insight” was built to designate which reports are fit for consumption through an AI surface. That is exactly the control we need.Today it only applies to Sally in Slack. Sally within Gainsight CS was retired in November 2025. Sally in Slack remains supported, but Gainsight AI Agent in Slack and Copilot are plainly where the product is heading.So Quick Insight is a working flag attached to a legacy surface. Rather than let it age out, repurpose it. Per-report gating already exists here — the report tools branch on a user_accessible flag today. This is a second flag on an existing gate, not new architecture.What I’m asking forRedefine Quick Insight as a general marker meaning “this report is approved for AI surfaces.”  Honor it across Copilot, Gainsight AI Agent in Slack, and Gainsight CS MCP — not just Sally. Add a toggle in Tool Management: “Restrict report tools to Quick Insight reports only.” allowing admins to choose whether or not to leverage this restriction When on, non-approved reports are excluded from both report metadata search and report fetch. When off, behavior is unchanged. Default the toggle off, so nothing changes for existing tenants on release.That gives admins a curated allowlist. We approve the reports that are accurate, stable, and safe. Everything else is invisible to the LLM — without touching report sharing and without disabling report tooling entirely.The restriction has to cover metadata, not just fetchToday’s user_accessible gate in the MCP server report tools stops a report from being run, not from being read. When a report is flagged inaccessible, the model appears to be instructed that its structure “still encodes genuine tenant conventions” — the objects it queries, the lookup chains it traverses, the filter logic it applies, the GSIDs it has resolved — and told to carry those forward.Row data stays permission-bound. Structural knowledge doesn’t. A toggle that only gates fetch would leave unapproved reports still shaping answers.Benefits Improved Accuracy - MCP picks reports by matching your question against report names and descriptions. With hundreds of reports, several will look like plausible matches. A curated set means it’s choosing from reports you’ve vouched for. Consistency - Today the report pool varies by user. Same question, different people, different answers. A shared approved set narrows that. Less prompt effort - Gainsight’s guidance is to spell out your business logic in the prompt. Good reports already encode that logic in their filters, so users write less to get the same result. Predictability - “It draws on this set of reports” is something users can understand and admins can explain. “It searches your entire report library” is not. Trust - This is the one that compounds. Users decide early whether the assistant is reliable. Curated sources make the early answers better, which is when it matters most. Better Admin QOL - Today when someone reports faulty results, you don’t know which of the hundreds of reports produced it. You have to reconstruct what the LLM probably matched on before you can even tell whether it’s a bug, a stale report, or the user misreading the answer. With a curated set, the suspect list is small and you own every report on it. Triage goes from “investigate the library” to “check these reports.”  It also cuts ticket volume at the source, since most of those tickets come from the LLM picking a report nobody maintains.Dependency: make the “Mark as Quick Insight” flag usable at scaleToday a report can only be marked as Quick Insight by opening the individual report itself, which makes curating an allowlist impractical when governing hundreds of reports.Please add Mark as Quick Insight to the row-level settings menu in the report list view. That menu already has Edit Report, Rename Report, Delete Report, Manage Permissions and Enable Add Record. The flag belongs beside them.Bulk select would be better still. The row menu alone makes this workable.One behavior to revisitMarking a report as Quick Insight currently exposes it to all Sally users. If the flag becomes a general AI-surface marker, that blanket exposure should be reconsidered — ideally the flag governs eligibility, with each user’s existing report permissions still applying on top. Wed, 04 Nov 2026 18:59:52 +0100 https://communities.gainsight.com/ideas/copilot-prompt-library-admin-suggestions-allow-categorization-32153 Gainsight Copilot organizes its out-of-the-box suggested prompts into categories, but administrators cannot categorize custom admin-suggested prompts. As more custom prompts are added, it becomes difficult for users to quickly find relevant prompts.Proposed Enhancement:Allow administrators to assign categories to custom Copilot prompts, using existing Gainsight categories or creating new ones. Ideally, admin-suggested prompts would appear alongside Gainsight's native prompts within the same categorized interface.Business Value:This would improve prompt discoverability, provide a more consistent user experience, and encourage greater Copilot adoption by making it easier for CSMs to find prompts relevant to their workflows. Wed, 04 Nov 2026 18:04:10 +0100 https://communities.gainsight.com/meetings-office-hours-3/thursday-us-admin-office-hours-cs-platform-nov-5-2026-11am-pt-12pm-mt-1pm-ct-2pm-et-pre-session-thread-32155 Hello everyone!This thread is for our upcoming Thursday CS Admin Office Hours session on Thursday, November 5, 2026 at 11am PT / 12pm MT / 1pm CT / 2pm ET.Please submit your questions below as replies to this post in advance if you can, and we'll address them during the session (or if there’s a quick answer available, we’ll post as replies to the questions).There is no need to register for these sessions - you can join at any time. Once the session is underway, I will go in order of questions posted below first, then field questions from anybody else who has joined as well. Look forward to talking with you!Conference Details (Zoom):Thursday, Thursday, November 5, 2026 at  11am PT / 12pm MT / 1pm CT / 2pm ET Join Zoom Meeting:https://gainsight.zoom.us/j/97839906826?pwd=88gXZ7tmsZEX1V6sFoRB6cYPp8Uz28.1&jst=2 Meeting ID: 978 3990 6826Passcode: 774757 For dial-in info by your location, find your local number: https://gainsight.zoom.us/u/arU8WZ269 Meetings & Office Hours Wed, 04 Nov 2026 17:33:59 +0100 https://communities.gainsight.com/ideas/ability-to-complete-task-within-timeline-interface-31123 When a task is created on an Activity, it cannot be marked as complete within the Timeline interface unless the Activity is opened in Edit mode.  Ideally, the checkbox would be able to be leveraged directly in the Timeline view. Wed, 04 Nov 2026 17:04:50 +0100 https://communities.gainsight.com/ideas/copilot-prompt-library-admin-suggestions-sort-by-most-used-31910 Would be great to have Copilot be able to sort your admin suggestions prompt library by most popular so that team members could quickly see how others are using Copilot.  If that’s not possible, maybe a separate tab with “Recent Uses” or something like that to combine all the prompts? Wed, 04 Nov 2026 16:21:56 +0100 https://communities.gainsight.com/product-updates/october-gainsight-cs-release-new-ways-to-understand-engage-and-support-your-customers-32148 The October release is here, and with it comes new improvements to Build with AI in Journey Orchestrator and a new agent to help CSMs spot adoption gaps across their books. Let's take a closer look at what’s new and how you can put them to work. Build Journeys with AI and Reusable Design Templates Creating sophisticated customer journeys shouldn't mean spending hours building program flows or recreating configurations you've already built. With two new Journey Orchestrator enhancements, admins can accelerate program creation with AI and reuse existing audience configurations in Dynamic Programs.Build more with AI: Build with AI now supports every Journey Orchestrator node type, so you can create more than just basic email sequences. Describe an onboarding, product adoption, or NPS program in plain language, and AI builds the journey flow with emails, surveys, delays, and branching logic based on customer data or responses. You can also incorporate actions such as creating CTAs, sending Slack messages, or assigning educational content. Reuse existing configurations: Moving from legacy Advanced Outreach programs to Dynamic Programs no longer means rebuilding your Query Builder sources one by one. With the new Save as Design Template option, admins can turn existing sources into reusable templates that preserve their objects, fields, configurations, and sort settings. Simply select the template when building a Dynamic Program to reuse your existing audience logic, save setup time, and make the transition to the newer program experience easier.For more information on Build with AI or query builder migrations, refer to the Add Participants to a Program or Create Programs Using AI articles. Find Adoption Gaps and Take Action with the CSM Adoption Agent Introduced at Pulse, the CSM Adoption Agent in Claude helps CSMs spot adoption gaps and create personalized outreach without spending hours researching accounts or drafting emails.For example, try asking: "Find customers with low feature adoption and draft personalized outreach to help them get more value."The agent then uses available Gainsight data, including product usage, customer goals, and account history, to recommend opportunities and draft relevant emails. You can then review the supporting evidence, edit or reject suggestions, and save approved messages as Gmail drafts when connected.Want to try it? Check out our community post or install the agent from the Gainsight AI Cookbook. Get a More Complete Picture of Customer Health with AI Signals in Company Scorecards You might already use a combination of product usage, support activity, and other measures to understand customer health. But those metrics don't always tell the full story. Case in point: A customer might be actively using your product while their sentiment or engagement is declining.With AI Signals in Scorecards (open beta), customers using both Gainsight CS and Staircase AI can now add AI Sentiment and AI Engagement measures directly into Company Scorecards to give CSMs and CS leaders more context alongside their existing health measures, without having to piece together information across different tools.For more information, refer to the nBETA] AI Measures in Scorecard article. Additional Enhancements Improved Accessibility: Navigate key areas of Gainsight CS more easily with enhanced keyboard navigation, screen reader support, and 200% zoom.  More control in Spaces: Choose how customers can interact with CTAs in shared Success Plans and Customer Goals. More flexible Surveys: Add Date and Date Time questions, and use rich text formatting to make survey questions clearer. A cleaner Copilot experience: Find Copilot with its updated icon, read responses with less clutter, and copy answers without the underlying thought process details.Important Dates to Mark on Your Calendar November 30: Updated Email Content Retention PolicyStarting November 30, Gainsight will begin permanently deleting stored email body copies sent through Journey Orchestrator, Group Send, and Email Assist after two years, or when your subscription ends, whichever comes first.Timeline activity records will remain available, and emails logged from your own mailbox or manually are unaffected. Once the affected stored email bodies are deleted, they cannot be recovered.December 12: A More Consistent Gainsight CS ExperienceOur December release will bring small visual and interaction improvements across the platform, including updates to familiar tables, menus, icons, and controls. No admin action is required, and existing configurations, rules, reports, dashboards, and data will remain unchanged.We'll share before-and-after examples in a dedicated Community update ahead of the release in the coming weeks.  Want to dive deeper into the October release? Check out our full release notes. Wed, 04 Nov 2026 16:15:02 +0100 https://communities.gainsight.com/customer-communities-cc-17/how-to-change-name-of-each-language-in-the-ai-translate-dropdown-32151 Hi there,If I use my community in German, and click on “Translate with AI”, it shows me this dropdown. I would like “German” to say “Deutsch”, and “Spanish” to say “Español”.Is that possible at all? For example, if I set languages up for categories, I can change display name.But this is a wholly different feature.  Not a must have, but nice-to-have! Anybody know how to do it? Customer Communities (CC) Wed, 04 Nov 2026 15:36:36 +0100 https://communities.gainsight.com/product-updates/gainsight-px-simplify-in-app-hub-setup-and-trigger-surveys-every-time-32152 Manage and configure In-App Hubs from one workspace with less navigation, and now trigger Surveys on every click event.Here’s What’s NewManage all your In-App Hubs in one placeThe updated list view brings hub status, priority, key details, and configuration shortcuts together. Select a hub to review its setup, or jump straight to widgets, appearance, targeting, and localization.Open Content Library while you configureFind and add content from Content Library directly within the In-App Hub configuration flow, with no trip to another area of PX.Switch freely between widget layoutsChange between supported widget layouts as your needs evolve. The previous restrictions on which layouts you could switch between are gone.Connect Customer Communities from the Community widgetIf Customer Communities isn’t connected yet, start the connection while configuring the widget and keep building without leaving your workflow.Trigger Surveys every timeThe Every time option is now available for Surveys. When selected, the engagement triggers on every click event.Getting StartedThe In-App Hub updates are available in your PX account now from the In-App Hub list. The Every time option is available in the trigger settings of the Survey engagement editor. Check out the Release Notes for more details. Have a question for our team? Drop a comment below! Wed, 04 Nov 2026 15:01:22 +0100 https://communities.gainsight.com/customer-communities-cc-17/ranking-minimal-amount-logins-31169 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.  Customer Communities (CC) Wed, 04 Nov 2026 13:30:21 +0100 https://communities.gainsight.com/customer-communities-cc-17/is-there-a-generic-url-for-the-logged-in-user-profile-30972 I would like to include into some coms a link to the profile of users, not the settings page, the main profile page where we can see the badges etc... Customer Communities (CC) Wed, 04 Nov 2026 07:58:17 +0100 https://communities.gainsight.com/ce-skilljar-by-gainsight-18/skilljar-time-zone-change-skilljar-impact-31870 Question for ​@Bloftus, ​but I'm posting it here for the public.Our courses currently occur in Pacific Daylight Time / Pacific Standard Time. As of Sunday, November 1, 2026, British Columbia will stop using daylight saving time and adopt the new year-round time zone, Pacific Time (PCT).I know some tools, like Google Calendar, are pushing updates to account for this new time zone. What behavior can we expect from Skilljar’s vILT sessions and calendar view? The calendar view currently automatically shows times in the user’s local time zone. Will it automatically account for the new time zone?I notice our courses are scheduled in America/Vancouver, so maybe that geographic system will account for the new zone?We plan to email our live course attendees for courses occurring in the weeks after the change, but I would also like assurance that the calendar view will be accurate.Thanks! CE & Skilljar by Gainsight Wed, 04 Nov 2026 00:55:48 +0100 https://communities.gainsight.com/ideas/saleforce-picklists-in-dynamic-jo-32150 In conjunction with this post, I’m also running into another challenge because I’m using Salesforce Picklists for the email template, and Dynamic JO is now forcing me to make them a picklist in Gainsight in order to use them in the program.  I don’t want to do that because:We shouldn’t have to maintain picklists in both places - it’s a pain to try to keep the Gainsight picklists up to date. It’s not just 1 picklist - it’s multiple, so again, that’s just more overhead in my instance that needs to be managed when it could simply just point to the Salesforce one.This is another case where parity with advanced JO is important. Wed, 04 Nov 2026 00:51:54 +0100 https://communities.gainsight.com/ideas/use-salesforce-account-ids-in-dynamic-jo-32149 I’m trying to migrate a few of our advanced programs to Dynamic JO to take advantage of the ability to send multiple times a day, but running into some problems because I can’t use Salesforce Account ID in place of the Company GSID.  For context, the program is for post-case CSAT survey sends, and uses ONLY SFDC data to send currently, so I don’t have any Gainsight information included in the Advanced Program today. Wed, 04 Nov 2026 00:42:29 +0100 https://communities.gainsight.com/ideas/add-a-plan-item-object-in-salesforce-32146 A few customers have reached out about a way to calculate Plan Progress for students, and adding a plan_item custom object could unlock even more data points for reports. Below is outlined what a plan_item object could unlock and used along side preexisting objects.Plan Progress % = Items Complete ÷ Total ItemsTotal Items = count of Plan Item records where Plan = the student's plan Items Complete = count of those Plan Items where a completion record exists for that student: course item: a Course Progress with Completed At not null (matching the item’s published course and the student) path item: a Path Progress with Completed At not null (matching the item’s path and the student) Tue, 03 Nov 2026 20:58:34 +0100 https://communities.gainsight.com/ideas/gainsight-assist-ability-to-choose-meeting-as-default-vs-email-activity-type-32145 Currently, Gainsight Assist defaults to "Email" as the Timeline Activity Type when logging an activity, requiring users to manually change it to "Meeting" each time.We'd like the ability to configure the default Activity Type in Gainsight Assist, either at the individual user level or through an admin-level setting, so that "Meeting" can be selected as the default instead of "Email."This would streamline activity logging, reduce unnecessary clicks, and improve the accuracy and consistency of Timeline documentation, particularly for CSMs who primarily use Gainsight Assist to log customer meetings. Tue, 03 Nov 2026 20:35:50 +0100 https://communities.gainsight.com/ideas/dynamic-jo-goals-feedback-can-t-remove-32144 I cloned a program today that had a goal set, and the goal was also cloned, but then, I was unable to remove it.  You should be able to delete it if not needed before publishing. Tue, 03 Nov 2026 20:17:40 +0100 https://communities.gainsight.com/ideas/aha-and-staircase-integration-32143 Ability to integrate Aha ( prod req) into Staircase and setup some dashboards, topic reports to support product insights Tue, 03 Nov 2026 19:41:41 +0100 https://communities.gainsight.com/ideas/allow-create-self-lookup-fields-on-call-to-action-object-30241 Pretty sure I’d already requested this but it seems either I didn’t or it was archived.There can’t be a legit reason why we wouldn’t be able to add a self-lookup field on the call to action object. We can on company, on relationship etc. Yet, we can’t on the call to action object.In the spirit of feature parity and consistency: please allow it. Use Case:We are using success plans to manage PS projects. Some of the project items can be subject to escalations if they go south. We want to be able to track escalations within the success plan ideally. To that effect, linking the “Escalation CTA” we’ll create to the other CTA it relates to provide thorough context about the escalation (What project? (success plan); what part of the project (related CTA lookup)). I’m not interested in using a timeline record since an escalation is much like a risk and it takes a sequence of steps to resolve it; and there are lessons learnt. As such, a CTA is a better option to track and manage escalations.  Tue, 03 Nov 2026 18:08:33 +0100 https://communities.gainsight.com/product-updates/introducing-the-csm-adoption-agent-turn-adoption-gaps-into-personalized-outreach-32044 When you're managing a full book of business, it's not always easy to stay ahead of every customer's adoption needs. Maybe someone hasn't logged in for a few weeks, a customer isn't using a feature that could make their work easier, or an adoption goal you set during onboarding has stalled as renewal approaches.The signals are often already in Gainsight. But finding the right customers, understanding where they need support, and turning those insights into meaningful outreach still takes time.That's where the new CSM Adoption Agent comes in — and it’s now available to set up and use directly in Claude. Find the Right Customers and Know What to Do Next Start by telling the agent what you want to accomplish. Maybe you want to re-engage inactive users, increase adoption of a specific feature, or simply find customers across your book who could use some extra attention.The agent looks across your Gainsight data to bring together the context you need:Customer usage: Who hasn't logged in, which features aren't getting used, and where adoption may be falling behind. Customer context: Goals, success plans, account history, and available conversation insights that help explain what matters to each customer. Relevant next steps: Product features and resources that could help customers make progress.With that context, the agent identifies who could benefit from outreach and drafts a personalized email for each customer. You can see why the customer was selected and review the information behind the recommendation before deciding what to send in Gmail. Here's What That Looks Like Say you want to reconnect with users who haven't logged in for 30 days. Just ask the agent in Claude: "Find users in my book who haven't logged in for 30 days and draft emails to help them get started again."That’s it. The CSM Adoption agent identifies relevant users, highlights their adoption gaps, and prepares personalized emails based on what each customer needs.  So, instead of checking accounts individually or risking that adoption gaps go unnoticed, you get insight into relevant customers who need extra support, recommendations based on their unique gaps, and personalized email drafts ready for your review. From there, you can approve, edit, or reject each draft. And once approved, emails are saved to Gmail as drafts, where you can give them a final review and send them yourself. Plus, if you have Auto Email Capture enabled, that activity flows back into Gainsight Timeline so your customer record stays up to date. More Ways to Put the CSM Adoption Agent to Work The same approach works across common adoption challenges, whether you're reconnecting with inactive users, introducing an underused feature, or helping customers make progress toward their goals. Goal Example Prompt Re-engage inactive users Find users who haven’t logged in for 30 days and draft a follow-up message. Increase feature adoption Find customers with low adoption of the Board Views feature and recommend ways to help them get started.  Make progress on an adoption goal Which accounts have open adoption goals that need attention? Suggest next steps.  Getting Started The CSM Adoption Agent runs in Claude as a plugin and uses the Gainsight MCP connection. You can also connect Staircase for more customer context and Gmail to save approved drafts. You can get started by installing the plugin and setting up the connections. Tue, 03 Nov 2026 17:04:36 +0100 https://communities.gainsight.com/ideas/ability-to-move-comments-to-any-reply-level-in-threaded-replies-l1-l2-l3-32140 Threaded Replies lets moderators move a reply up to the top level (L2/L3 → L1). There is no way to move a comment down into a thread, or from one parent comment to another. We’d like moderators to be able to move any comment to any reply level within the same topic.This shortcoming is actually the main reason why I still haven’t turned on this feature in our community. Why we need it (as observed in other communities)Members regularly answer another comment, but post it as a new top-level comment because they don’t know which reply option to use. Sometimes they use the wrong “Reply” button and the answer lands under the wrong parent. Today a moderator can’t fix this. The thread stays confusing, and nobody can tell which comment a reply belongs to.How often it would come upSeveral times a week in busier communities. Most often right after launch and with new members, who haven’t learned the reply behavior yet. Most topics are started by new users who don’t stick around long enough to learn it.Proposed behaviorModerators can move a comment to a different level (L1, L2, L3) or under a different parent comment in the same topic. A clear “move to…” action in the comment’s moderation menu, e.g. “Move under another comment”. It’s a manual moderator decision. Moderators can tell from the discussion and quoted text where a reply belongs, and can leave it as is when it’s unclear. No notification to the member when the move stays within the same topic. Open question for Gainsight: what happens to a comment’s own replies when it moves? We’d suggest they move with it.ImpactModerators can keep threads readable without deleting or reposting content. This removes the main blocker for enabling Threaded Replies. Tue, 03 Nov 2026 16:25:48 +0100 https://communities.gainsight.com/customer-success-cs-15/customer-px-usage-reporting-in-gainsight-shared-spaces-reports-31893 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?  Customer Success (CS) Tue, 03 Nov 2026 15:34:07 +0100 https://communities.gainsight.com/ideas/support-co-authors-and-secondary-contributor-attribution-on-articles-32126 Introduce multi-tier attribution on articles, allowing content owners to add one or more co-authors or contributors without disrupting primary content ownership. Why this is neededGainsight articles currently enforce a strict single-author model, however content is frequently collaborative. Restricting attribution to one person forces teams to pick a single owner, leaving other contributors without public recognition, profile credit, or community engagement points.  Tue, 03 Nov 2026 14:25:12 +0100 https://communities.gainsight.com/customer-communities-cc-17/gainsight-cc-get-ready-for-messages-with-reporting-and-optional-ai-moderation-32096 Private messages are becoming Messages, and your members and moderators are getting new tools to report and review unwanted messages. These changes go live for all communities on November 18, 2026, so you have three weeks to prepare.Why we’re making this changeGainsight wants to prevent anyone from abusing private messages to send spam and phishing links to community members. Reporting and optional AI review give your moderators visibility into a channel they couldn’t see before.Here’s What’s ChangingPrivate messages are now MessagesThe feature works the same way. Only the name changes.Member reportingMembers can report a message from another member during a conversation. A reported message stays visible in the conversation until a moderator decides to remove it.New “Reported Messages” page in ControlReported messages appear in one place where moderators can review them and either delete or resolve each one. Moderators see message content with personal information redacted using rule-based detection, not AI.Optional AI review with the Moderation AI AgentThe Moderation AI Agent can review Messages and flag inappropriate ones. Flagged messages appear on the same “Reported Messages” page. How AI review of Messages worksAI review is opt-in and off by default. We won’t review any messages in your community unless you turn it on.Both the Moderation AI Agent and the Message Moderation toggle must be enabled. The agent uses AI from Gemini or OpenAI, depending on your configuration, to decide whether a message is appropriate. The AI receives the full message, including any personal information it contains. Message content is not visible in the UI after a decision has been made to remove it. Only the moderation team can access reported messages in control. TimelineOctober 28: This announcement. Changes are visible in the Gainsight Community so you can see them in action. October 29 to November 17: Your preparation window. November 18: Everything above is live in all communities. (AI review will be opt in).What we recommend before November 18Decide whether to turn on AI review. If you do, tell your members before it goes live, not after. Review your privacy statement. If you enable AI review, consider disclosing that message content may be processed by AI to enforce your rules, along with the purpose, human review, and retention. Review your terms and conditions. Consider stating that messages are subject to your code of conduct and to automated moderation if enabled. Review your community guidelines. Consider telling members in plain language that Messages are covered too. Update internal docs and support macros that say “private messages.” Brief your moderators on the new “Reported Messages” page.We can’t give legal advice, so please check these updates with your own legal team. To make member communication easier, we’ve prepared a customizable template (attached as a PDF) you can adapt for your community. Have a question for ​@Yoeri and his team? Drop a comment below! Customer Communities (CC) Tue, 03 Nov 2026 13:51:23 +0100 https://communities.gainsight.com/integrations-54/use-cc-mcp-write-tools-31951 This article helps admins, community managers, and moderators manage community content and ideas with CC MCP write tools in Gainsight CC.Overview Content Tools Idea Tools Example PromptsOverview CC MCP write tools let you publish content, manage ideas, and moderate your community through a conversation with your preferred AI tool.Community managers use the write tools to publish and update content faster. Moderators use them to triage topics and ideas in bulk. Product teams use them to keep idea statuses and product areas current without clicking through the community interface.Note: Claude users, refresh your tool list or reconnect the CC MCP connection. Check that the new write tools appear in your tool list. Write tools are only available to Admins, Community Managers and Moderators. Regular community members can only use MCP read tools.For more information on how to setup MCP, refer to the Set Up Gainsight CC MCP article.Content Tools Content tools cover creating, editing, publishing, replying to, and moderating topics. The following table lists each tool and what it does:  Tool What it does Create Content Creates an article, conversation, question, or product update. Edit Content Updates the topic title or description. Publish Content Publishes a draft. Applies to articles and product updates only. Reply To Content Posts a reply as you. Assign Content Moderator Assigns a moderator to a topic. Close Content Closes or reopens a topic for replies.  Idea Tools Idea tools help you keep your ideas board organized, from submitting a new idea to merging duplicates. The following table lists each tool and what it does:  Tool What it does Submit Idea Submits a new idea.  Edit Idea Updates the title, description, status, product areas, or closed flag. Reply To Idea Posts a reply on an idea. Vote Idea Votes or unvotes an idea as you. Manage Idea Tags Adds or removes public tags on an idea. Manage Idea Moderator Tags Replaces an idea’s moderator tags. Merge Idea Votes Merges the votes from one idea into another. This action cannot be undone and requires confirmation. Assign Idea Moderator Assigns a moderator to several ideas at once. List Idea statuses Lists idea statuses and their IDs. You need this before changing a status. List Product Areas Lists product areas and their IDs.  Example Prompts Describe what you want in plain language. The following prompts show the kinds of requests the write tools support.Set the status of this idea fidea link] to Planned and add a public tag 'UI'. Merge the votes from this duplicate idea lidea link] into idea ]idea link]. Assign Sam as the moderator to this topic topic link]. Draft a product update for this month's release and publish it. Close all topics in the Announcements category that are older than 90 days. Integrations Tue, 03 Nov 2026 13:38:20 +0100 https://communities.gainsight.com/ideas/flag-or-neutralize-instruction-like-text-in-member-content-returned-by-the-community-mcp-32139 Problem: The Community MCP returns member-written content (post bodies, titles, replies) to AI assistants exactly as written. Each response is marked untrusted_content as a whole, but nothing flags individual fields or text that looks like instructions to an AI. A member, or anyone who can post, could plant text like “ignore previous instructions and...” and every AI tool reading the community would receive it unchanged. Today the only protection is the AI model’s own behavior and the customer’s client-side settings.Request:Mark member-written fields (post body, title, reply text) separately from system fields in tool responses, so clients can handle them as untrusted data. Optionally flag content that looks like prompt injection, or let admins turn on filtering.Why it matters: Community content is open to many people, and the MCP can be connected to tools that can also write to the community. Protection should not rest only on the AI client. Tue, 03 Nov 2026 12:49:52 +0100 https://communities.gainsight.com/customer-insights-and-best-practices-349/from-first-value-to-retention-how-to-scale-adoption-by-combining-gainsight-cs-px-29914 I recently joined the new Retention Rethink podcast from the Customer Success Collective and Gainsight to discuss best practices in adoption. At TrendMiner, we use Gainsight PX to gather adoption data and guide our users in-app, and we leverage the adoption data extensively in Gainsight CS.I figured it would be useful to share some practical best practices from the podcast here as well…  Start with data: Identify the behaviors that actually predict retentionStart by correlating usage patterns with retention outcomes. When we did this, two insights stood out: Three distinct logins early in the journey strongly predicted long-term retention. Specific feature usage (search + monitors) was the biggest driver of stickiness. Gainsight Application:Use PX data to find your equivalent “sticky actions”, then target enablement around those behaviors.  Design simple, high-impact user onboarding flowsOur original onboarding flow consisted of 16 steps. Completion was only 10%.We rebuilt it into a short, focused 7-step path, and completion significantly increased.Core lesson: Shorter = Stickier.Don’t overeducate before value is felt.Gainsight Application:In PX, design your initial engagement around one high-value action. Let CS and later-stage nurturing handle the rest.  Separate User Journeys from Customer JourneysTrendMiner scales by clearly distinguishing the two: User Journey: automated and scalable PX in-app guides Email sequences Webinars Community content Customer Journey: high-touch and strategic CSM + technical expert Success planning Business case development Gainsight Application:Use PX to drive breadth and scale, and CS to deepen adoption and connect to business value.  Show progress without overwhelming customersCustomers stay motivated when they can see near-term wins, not just long-term goals. Break Success Plans into short, achievable milestones, reviewed consistently during check-ins.Gainsight Application: Use Success Plans in CS to display milestone progress. Spaces help to get your customers’ eyes on the plan (still testing...)   Use adoption data to spot Risk earlyTrendMiner relies on 3 sets of adoption signals: License under-utilization Decline in Monthly/Quarterly Active Users Shallow feature usage (stuck in basic features only) These feed directly into Gainsight CS scorecards, automatically triggering Calls to Action.Gainsight Application: Sync PX usage into CS to populate Scorecards. Build CTAs based on trend drops, not just point-in-time red flags.   Deliver in-app guidance only when it mattersWe found that long in-app flows don’t work for later-stage adoption.What did work:Triggering engagements contextually, right after a user interacts with a feature.An example?A survey triggered only for users who recently used the scatter plot. Result: 80% response rate.Gainsight Application:Use PX audience rules such as: “Used Feature X at least 2 times” “Trigger on next use of Feature X"   Use gamification sparingly (but don’t ignore it)Progress bars and micro-celebrations helped us increase completion.However, enterprise users disliked anything that felt “too consumer.”Core lesson:Use light reinforcement, not heavy gamification.Gainsight Application:Small progress indicators or completion nudges in PX engagements can reinforce behavior without risking professionalism.  Connect Adoption to ROIBased on PX data, we translate activity → time saved → monetary value.Instead of claiming “millions saved,” we keep estimates conservative to build credibility and spark productive value conversations.Gainsight Application: Tie PX usage data to value proxies like time savings or process efficiency. Surface these in Success Snapshots so CSMs can leverage them in customer meetings. Over time, move toward self-serve value reporting in-app.  Watch the full podcast episode here:   Customer Insights and Best Practices Tue, 03 Nov 2026 11:59:52 +0100 https://communities.gainsight.com/meetings-office-hours-3/tuesday-us-admin-office-hours-cs-platform-nov-3-2026-1pm-pt-2pm-mt-3pm-ct-4pm-et-pre-session-thread-32138 Hello everyone!This thread is for our upcoming Tuesday US Admin Office Hours session, Tuesday, November 3, 2026 at 1pm PT / 2pm MT / 3pm CT / 4pm ET.Please submit your questions below as replies to this post in advance if you can, and we'll address them during the session (or if there’s a quick answer available, we’ll post as replies to the questions).There is no need to register for these sessions - you can join at any time. Once the session is underway, I will go in order of questions posted below first, then field questions from anybody else who has joined as well. Look forward to talking with you!Conference Details (Zoom):Tuesday, November 3, 2026 at 1pm PT / 2pm MT / 3pm CT / 4pm ET Join Zoom Meeting:https://gainsight.zoom.us/j/91309361364?pwd=PvFiHJ5a1urGo5Lj9IJiBQ7Qi5UUmE.1&jst=2 Meeting ID: 913 0936 1364Passcode: 292293 For dial-in info by your location, find your local number: https://gainsight.zoom.us/u/ac3pr3Vfwk Meetings & Office Hours Mon, 02 Nov 2026 19:25:49 +0100 https://communities.gainsight.com/product-updates/gainsight-cc-deeper-cs-sync-a-new-cli-and-more-preview-control-31819 This release brings a mix of new capabilities and workflow improvements: automated role assignment from CS data, a local development environment for Developer Studio, category-level translations, and more. We're also introducing a new way for you to preview upcoming changes before they reach your members.Here's What's NewBuild and Preview Community Widgets Locally with the Developer Studio CLIThe Developer Studio CLI scaffolds the starting file structure for a new widget directly from your terminal, and pairs a local development environment with your live community instance. Widgets preview, served from a local server to the live instance with the same theme settings and branding, refreshing instantly whenever you save, and connectors can run against real data on your local machine, checking authentication, responses, and errors before anything reaches a hosted environment. Whether you test manually or hand the workflow to an AI agent, the CLI keeps development fast and in context.These related Developer Studio updates apply whether or not you use the CLI: Reference a community variable in a connector's host name, so one connector definition can point to different environments (like a staging Salesforce sandbox versus production) without maintaining separate configs Add scripts and stylesheets globally or scoped to selected pages, so you can customize your community while keeping it performant Assign Community Roles Automatically from CS DataCommunity role assignment now extends the bidirectional sync between Gainsight CS and CC. Instead of assigning roles manually, admins can define rules that assign an existing Community role to any member whose CS data matches a set of conditions, such as NPS Score greater than nine. Build rules from conditions based on Person, Company, or Company Person objects and attributes Add a role alongside a member's existing roles, or Override to replace one role with another Apply a rule to any number of matching members at once, ideal for larger communities Run a rule immediately, or let it run automatically on the same four-hour cycle used for profile field syncing Supported field types in rule conditions include Text, Number, Date, Date & Time, True/False, Email, Currency, and Percentage. Picklist, Multi-Select Dropdown List, Rich Text Area, URL, Lookup, Who Id, and What Id fields aren't currently supported. Rule assignment currently supports Custom Roles only, not Primary Role.Map Community Profile Fields to CS Data More IntuitivelyThe User Profile Fields Mapping page now works in a more intuitive order. Select a CC User Profile Field first, then narrow down to a CS Category (System, Standard, or Custom Object), and finally the specific CS Object and Attribute to populate it. Mapped fields sync automatically every four hours, or click Sync All to refresh every mapping at once. Fields not added to this list stay manually editable as always.Translate Category Titles Across All Enabled LanguagesAdmins can now generate AI-powered translations for category titles directly from category settings, so members see category names in their own language even when your community uses one shared set of categories instead of separate categories per language. A Translate button above each category title shows how many enabled languages are still missing a translation, and one click applies translations across all of them. Each translated title opens in an editable modal so you can adjust wording, save it as is, or retranslate later. Because translations are saved as reusable phrases, the localized title also appears anywhere the category is referenced, including breadcrumbs.This capability applies only when language-specific categories are disabled, and only for enabled languages. Existing language-specific category titles aren't affected.Customize Content Types Counted in the Self-Service ScoreThe Content Type filter behind the Self-Service Score now offers five content types to choose from. Article, Conversation, Answered Question, and Product Update are selected by default, with Idea available as an opt-in addition. If you choose "Yes" when prompted "Do you want Gainsight to remember the modifications you made to the dashboard?”, your chosen content types are saved and remembered going forward. The Groups filter now also aligns with the Content dashboard's Published In versus Groups split.Enabling Product Update as a default selection changes existing Self-Service Scores when this release ships. If you'd like to preserve your previous score definition, adjust the Content Type filter to exclude Product Update. Note that this enhancement is only available in New Dashboards. Read Community User Data in the Browser with the Web SDKThe Community Hub Web SDK (ChWebSdk) can now return the current viewer and look up community members directly from browser code, so widgets, scripts, and stylesheets no longer need a connector or a workaround to know who's viewing a page.Use ChWebSdk.Context.User() to get the signed-in user, and the ChWebSdk.User.* methods to fetch, list, filter, and search members, including custom profile fields, batched lookups, and mention/autocomplete support. Every method returns the same unified user model, and signed-out visitors resolve to a predictable guest projection rather than nothing at all.For more information, refer to the User Context documentation in the Developer Portal.Introducing Feature Previews for Gainsight CCWe're changing how we release front-end changes to your community. Previously, new features that touch layout, styling, or markup would be enabled automatically. Now, they arrive switched off and go through a preview window first. For a limited time you can preview and test them on your community before they become standard for everyone.Feature Previews live in Control > Settings > Betas and Previews, alongside your existing Open Betas, and each one stays active for a limited window before becoming standard for everyone. Read the full announcement in Community to learn how Feature Previews work and see what's live now.Getting Started Developer Studio CLI: Available now via the Developer Portal documentation CS-Based Role Assignment: Configurable in Control; see the Configure CS-Based Role Assignment article Profile Field Mapping: Update your mappings in Control's User Profile Fields Mapping page Category Translations: Available in category settings for communities with language-specific categories disabled Self-Service Score filters: Adjust in the Self-Service Dashboard settings Web SDK User Context: Available now via the Developer Portal's User Context documentation Feature Previews: Found in Control > Settings > Betas and Previews Check out the Release Notes for more details. Have a question for our team? Drop a comment below! Mon, 02 Nov 2026 19:21:15 +0100 https://communities.gainsight.com/ideas/new-primary-user-role-staff-non-admin-21219 While non-admin Staff user roles can be somewhat accomplished with custom user roles, it’s not a perfect solution for segmenting the analytics or filtering topics/users by role in Control. The reason? All custom user roles also have to have a primary user role and the primary role is “leading.” Therefore, your custom “staff” or “employee” user role is likely to also be either a “registered user” or “superuser” primary role. This gets in the way of the utility for analytics and filtering in control. You might want to filter by posts from non-staff registered users or non-staff super-users. In particular, the helpful “answered by peer” metric in the Success Dashboard would be more valuable if peer could mean “non-staff.” That would really indicate the self-service value of community members answering each other’s questions, versus staff. Given that Moderator and Community Manager roles count against seats on the licenses (and that all staff do not need this admin access), we’re left without a way to filter out non-staff registered users. (Unless you took the pains to assign an additional custom user role to every non-staff member that signed up). If there were to be built, my recommendation would be:Posts avoid spam detection (like superuser role without the mark answer ability)  Option to automate users with an email with a specific domain to be auto-assigned this role Mon, 02 Nov 2026 18:32:34 +0100 https://communities.gainsight.com/product-experience-px-16/defining-product-utilization-in-px-32131 Hi Everyone, We are in the early days of implementing PX and are looking for best practices to define adoption/utilization for each of our product. I would love to hear from anyone who has defined their metrics and thresholds to measure adoption: what did you learn along the way?I look forward to exchanging ideas!   Product Experience (PX) Mon, 02 Nov 2026 17:52:34 +0100 https://communities.gainsight.com/customer-communities-cc-17/how-are-you-using-ai-to-better-understand-your-community-gainsight-mcp-32101 As Community Leaders, we have access to a lot of data, but turning that data into meaningful insights isn't always straightforward. Between dashboards, reports, and moderation queues, finding the answers we need can take time.AI could change that, but I'm curious how far along everyone is in exploring these possibilities.For example, what if you could simply ask an AI tool a question about your community and get an answer based on your live community data? Or use it to help identify trends, simplify moderation triage, or better understand member behavior?This is where the Model Context Protocol (MCP) comes in. It allows AI tools like ChatGPT, Gemini, and Claude to connect with community systems and work with their data.If you’re interested in learning more about how this could work in practice, Tom Vriens and Julian Lindhorst from Gainsight will introduce MCP and explore its potential applications for community teams. October 29 at 16:00 CET Community Leaders ForumIf you're interested, feel free to join us! If you don't have the meeting in your calendar yet, use this link and let us know so we can add you to the meetup series.A couple of questions for the community: Are you already using AI to analyze community data or support moderation? What's one community management task you'd love AI to make easier? What would you want to ask your community data if you could do it in plain language? It would be great to hear what others are experimenting with, what's working, and where you see the biggest opportunities. It’s a presentation and an open discussion! Customer Communities (CC) Mon, 02 Nov 2026 17:13:45 +0100 https://communities.gainsight.com/ideas/feature-request-for-role-specific-leaderboard-widget-32136 1. Problem StatementCurrently, the leaderboard widget only supports a role-exclusion (blacklist) mechanism to filter out unwanted users or roles.2. Why the Current Solution FailsIn our permission architecture, every user is automatically assigned a common base role (e.g., “Registered User”). Because this role is universal, it cannot be excluded without accidentally blocking all users from the leaderboard entirely. As a result, administrators cannot isolate or display specific target roles (such as “VIP Members,” “Staff,” or “Contributors”) on the leaderboard.3. Proposed SolutionUpdate the leaderboard widget settings to include an inclusion-based (whitelist) role selector. Desired Behavior: Allow administrators to explicitly select which specific role(s) should be displayed on the leaderboard (e.g., selecting only “Contributors” or “Premium Members”). Alternative: Allow a multi-select toggle for "Include Selected Roles" vs. "Exclude Selected Roles" so admins have full flexibility. 4. Business / User Value Flexibility: Enables community managers to spotlight specific user tiers (e.g., top creators, staff, or tier-based subscribers). Accuracy: Resolves configuration blocks caused by universal baseline roles. Better Engagement: Drives gamification by allowing targeted leaderboards for specific user segments. Mon, 02 Nov 2026 16:46:45 +0100 https://communities.gainsight.com/customer-communities-cc-17/cc-ideas-review-q3-2026-32038 Hello all!Back here to report on the CC ideas update for Q3.A quick note on how ideas move forward: it's not a simple ranking system. Votes and comments are important signals, but prioritization also considers strategic alignment, technical complexity, and broader customer impact. We will continue to do our best in keeping you updated on all the ideas with utmost transparency. Quick stats: Q3   New ideas submitted 69 Ideas Released 15 Ideas in Development 6 Total votes cast 374  Ideas released:Top voted ideas that moved from your feedback to our product. Thank you for submitting them and sharing your context with our team.https://communities.gainsight.com/ideas/thread-comment-feature-in-topics-20539/index2.html?tid=20539 Highlighting ideas that were in development in our last report and have now been released.  Currently in Development These ideas are in active development, the closest stage to release. Our product team is building them, and we’ll share updates as they become available. You may also see our PMs reach out on these threads to gather your input as the work takes shape.Currently in Development: Have an idea? Head to the Ideas board and share it with our team.Not sure how or where to begin? Read our Ideation Guide! Customer Communities (CC) Mon, 02 Nov 2026 16:36:24 +0100 https://communities.gainsight.com/ideas/group-send-feedback-30862 Recently we launched a Group Send pilot to test and to scale. The pilot met its objectives and the team became largely self-sufficient quickly. Group Send landed clearly as the right tool for human-led, one-to-many outreach alongside JO for automated, multistep outreaches. Early feedback is now shifting from basic usage to scale and governance:  Pre-filtered lists: Admins should be able to create approved, pre-filtered base lists that users can then extend/refine. Shared template structure: When sharing personal templates, a folder structure for shared templates would allow scoping to a specific team. Admin visibility: Email/Admin users should have visibility into Group Send templates to more easily promote proven content into JO use cases where appropriate. Extend Group Send Template Availability to Group Send permissioned users at P360. CTA, and Timeline level. Group Send users should be able to access their Personal and Shared Templates from anywhere in the platform. This is not a current capability. Ensure that every email has an Admin Defined privacy statement that can be enforced for all Operational Templates and Non-Operational Templates sent using Email Assist. None of these are blockers – they’re signals of healthy adoption and teams already thinking in terms of lifecycle and scale.​@ahelminski  Mon, 02 Nov 2026 14:21:55 +0100 https://communities.gainsight.com/デジタルcs-分科会-429/11-26-木-開催-第-7-回-デジタル-cs-推進分科会-開催のお知らせ-32135 皆さま、こんにちは！第 7 回のデジタル CS 分科会を開催します！テーマ：「デジタルでやる QBR」今回取り上げるのは、定期的な価値提供の代表格である QBR（四半期ビジネスレビュー） です。QBR は「顧客と顔を合わせて実施するもの」と思われがちです。しかし、顧客数が増えるほど、すべての顧客に QBR を実施するのは CSM のリソース的に難しくなります。そこで今回は、「QBR をデジタルで実現できないか？」を参加者全員で考えます。こんな問いを一緒に考えますQBR ってデジタルでできるの？ デジタル QBR でできる項目は？ どのように実施するのか？こんな方におすすめハイタッチ対象外の顧客にも、定期的な価値提供をしたい方 QBR の準備に時間がかかり、工数を減らしたい方 他社がどこまでデジタルで QBR を実施しているか知りたい方 デジタル CS の次の一手を探している方※ 今回からのご参加も大歓迎です！開催概要日時： 2026 年 11 月 26 日（木）16:00〜18:00 場所： ハイブリッド開催：東京ミッドタウン（六本木）とオンライン（Zoom） 対象： Gainsight をご利用中のお客様（デジタル CS に取り組んでいる方、これから取り組みたい方）参加登録こちらのフォームよりご登録ください： https://forms.gle/cojQzY2rBMoBuYXm6ご不明点があれば、このスレッドにお気軽にコメントください。皆さまのご参加をお待ちしています！ デジタルCS 分科会 Mon, 02 Nov 2026 09:50:31 +0100 https://communities.gainsight.com/customer-success-cs-15/explore-the-latest-cs-help-articles-from-q3-october-2026-release-32134 CS Q3 October 2026 Release Documentation Update!The Gainsight CS Release Notes Q3 October 2026 is officially published for all regions. Along with this release, the following new/updated help articles have been published:360Attachments for End Users [Updated] Relationship Section in C360 [Updated]CockpitSend Emails from Cockpit (via Email Assist and Send Email Option) (Horizon Experience) [Updated]CopilotCopilot Overview [Updated]Customer GoalsCreate Customer Goals [Updated]Email AssistSend Emails from Timeline [Updated] Send Emails from P360 [Updated] Send Emails from Cockpit [Updated] Group Send FAQs [Updated] Group Send User Guide [Updated]Gainsight HomeConfigure Gainsight Home [Updated]Journey Orchestrator and Email TemplatesCreate Programs Using AI [Updated] Add Participants to a Program [Updated] Program Elements [Updated]People ManagementBuild People Maps [Updated]Reports and DashboardsGlobal Filters For Dashboards [Updated] Dashboards Overview [Updated] Configure Dashboards [Updated]Scorecards[beta] AI Measures in Scorecard [New]SpacesSpaces Widgets and Permissions for CSMs [Updated] Spaces Guide for End Users [Updated] Configure Spaces Widgets [Updated]Success PlansSuccess Plan Gantt Chart View [Updated] Create Success Plan [Updated]SurveysSurvey Design [Updated] Surveys Question Library [Updated]TimelineAccess Journey Orchestrator Emails in Timeline [Updated] Log Activities to Timeline [Updated] Activity Options [Updated]For detailed release information, refer to the Gainsight CS Release Notes Q3 October 2026!Have questions or feedback? Please drop them below! Customer Success (CS) Mon, 02 Nov 2026 09:38:23 +0100 https://communities.gainsight.com/customer-success-cs-15/access-authentication-token-capturing-32108 Hi Team,Could you please check and confirm if Gainsight (CS) currently supports, or if there are any plans to support, capturing the access/authentication token created by hitting an API (outside Gainsight)?Use case: We are currently planning to move all our customer onboarding to a digital process, where we provide them with the service details they have purchased or have access to. This email also contains a link that users can use to set or reset their access, which has a limited lifetime.The link needs to be created by hitting a corresponding platform security process to generate a token, and then using the token to generate the required link. Since we did not find the option to do this directly in Gainsight, we are using an intermediate system that can access the security system and is connected to Gainsight.We proceeded to implement this with a very small set of clients who purchased basic services. Since the token has a limited lifetime, we are facing issues as the details need to be synced to Gainsight, which further reduces the link's validity period.It would be great if we had the ability in Gainsight itself to access the required external system, capture the response, and process it to generate the link. This would help us send access-related links with a longer validity period, and Gainsight would be considered a great platform for the digital onboarding process. Customer Success (CS) Fri, 30 Oct 2026 19:54:17 +0100 https://communities.gainsight.com/customer-communities-cc-17/including-survey-links-or-questions-into-external-agentforce-chat-box-for-customer-completion-31825 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! Customer Communities (CC) Fri, 30 Oct 2026 18:56:16 +0100 https://communities.gainsight.com/ideas/for-emails-use-the-variable-first-name-under-profile-fields-opposed-to-just-username-31348 I’d like to use the "first name" in system and campaign emails under profile fields opposed to just username just “login information”. Sometimes people’s usernames don’t make the emails feel personalized and like spam or have weird characters and spaces. First name would look much better but it’s not an option. Fri, 30 Oct 2026 18:23:08 +0100 https://communities.gainsight.com/customer-communities-cc-17/see-who-has-viewed-a-thread-32115 Hi all,Is there any way to see which users have viewed a thread? We’re trying to be able to measure impact of pieces of content by taking into account which companies are looking at each piece.  Customer Communities (CC) Fri, 30 Oct 2026 18:21:16 +0100 https://communities.gainsight.com/ideas/notifications-staircase-ai-32128 I setup a folder for notfiations but I can’t rename it. Can a edit button be made available? Fri, 30 Oct 2026 17:07:54 +0100 https://communities.gainsight.com/customer-communities-cc-17/experiences-with-cc-and-salesforce-integration-30678 Hi all!We are now implementing Salesforce worldwide as our CRM and we are considering the integration between Gainsight CC and Salesforce for:Giving our sales people more insight on the customer engagement in the Community. What are they saying, topics they engage with etc.  Enriching GS with more customer data, to also segment beter in the future. Do any of you have the integration running and what is your experience with it. And can you perhaps also share a bit on what information can be found in SF and how this would look like (for sales people)  Customer Communities (CC) Fri, 30 Oct 2026 16:12:22 +0100 https://communities.gainsight.com/staircase-ai-by-gainsight-302/staircase-newsletter-october-2026-32118 Staircase October 2026 This month, Staircase AI meets you where you work. Inside you’ll find updates that bring account insights into Salesforce Agentforce and Slackbot, sharper filters for lifecycle events and notifications, and better ways to count real engagement, including phone calls. Plus, a tip for tuning your Insights by tier, a community resource for AI skills, and the Staircase AI Deep Dive webinar on November 4.Let's dive in!  Bring Staircase AI into Salesforce Agentforce and SlackbotInstall Staircase AI for Agentforce from Salesforce AgentExchange, and your agents can answer questions about an account without leaving Salesforce. They can pull health, renewal risk, and expansion signals from Staircase, plus Gainsight CS and Skilljar data if you use them. The same capabilities work in Slackbot, so renewal briefs and risk flags show up where your team already works. Filter Lifecycle Events your wayThe Lifecycle Events report now shows the signal behind each event and the customer’s own words, with any account field you want next to it. Try filtering to the last 30 days, adding Renewal date, and sorting to see which churn-risk accounts renew soonest. Get notifications only for the accounts that matterNotification filters now work like a builder: pick a field, an operator, and a value, then combine conditions with AND and OR. For example, notify your team only when Sentiment score is less than 30 on a specific tier. Your existing notifications keep working and appear in the new builder automatically. Count real engagement, not just reach-outsStaircase AI now separates meetings with real content from voicemails and quick check-ins. A brief reach-out no longer keeps an account from being flagged as Account Dark. You can also spot these meetings with a new No Engagement tag and report column. Bring phone calls into Staircase AICalls from Gong, Clari, Salesloft, and Chorus can now sync, including calls with no calendar event. AI screens out voicemails and empty calls so they don’t count as engagement.Want the full details and setup steps for every update? Read the release notes  Tune your Insights by tierOne default setting treats a $1K renewal like a $1M one, so start with three insights: No renewal discussion, Account dark and No Reach-out, and No QBR. Set a different threshold for each tier, and drag your most specific rule to the top, since the first matching rule wins. Saving recalculates insights right away and can trigger notifications, so make changes in a quiet window.Read Configuration Best Practices Staircase Insights by tier: a quick guide to getting the true state of your customersThis step-by-step guide walks you through setting insight rules by tier, from where to find the settings to which insights to tune first. Plan on about 30 minutes of admin setup, and your dashboards, notifications, and data pulls will all reflect each account’s real state. Join the discussion Find AI skills built by Gainsight adminsA community member asked about the #ai-skills channel mentioned in Office Hours. It’s part of the Gainsight Global Admin Slack community, where admins share sanitized versions of the AI skills they’ve built for Gainsight products. If Slack isn’t an option, a community member also maintains a GitHub repo of admin resources.Join the discussion Staircase AI Deep Dive Webinar | November 4Renee Johns Goodenough and Surendra Pudipeddi show how Staircase AI connects email, calls, meetings, and tickets to surface churn risk and growth signals earlier than your health score does. You’ll see live demos, learn how to prep for any customer meeting with the full account story, and can bring your own scenarios to workshop.Register Join Staircase AI Office Hours l Wednesdays at 11:00 AM ETLooking to get more out of Staircase AI? Join our open forum hosted by the Gainsight Staircase AI team for quick answers, product guidance, and the chance to swap ideas with fellow users.Bring your questions and get answers from the Gainsight team Learn how other customers are using Staircase AI Submit questions in advance to make the most of your sessionRegister here   Staircase AI by Gainsight Fri, 30 Oct 2026 15:58:04 +0100 https://communities.gainsight.com/ce-skilljar-by-gainsight-18/skilljar-newsletter-october-2026-32117 Skilljar October 2026 This month, the Skilljar MCP is generally available, so you can run your Academy from your AI assistant, and AI Tutor is now included on every package. You’ll also find a quick tip for starting with MCP with ready-made prompts, plus a new Gainsight University course and Office Hours to help you put it all to work.Let’s dive in!  Run Skilljar Conversationally with MCP, Now Generally AvailableYou can now manage your Academy from your AI assistant, and it’s included in your plan at no extra cost. Sign in with OAuth (no API keys needed), then ask it to build courses, publish them, and pull reports. Since beta, the Skilljar MCP has grown from about 18 tools to more than 70.Learn more Provide Personalized Guidance with AI TutorAI Tutor is now available on every Skilljar package at no extra cost. It now reads the captions on your Wistia videos, so learners can ask about what was said in a video. It also knows where each learner is in a learning path, so they can ask “How far am I?” or “What’s next?” and get an answer based on their real progress.Learn more  Start with a ready-made promptYou don’t need to write MCP prompts from scratch. The MCP Prompt Library has ready-to-use prompts for the Skilljar MCP, now including prompts to help you get started with the Skilljar for Agentforce integration. Pick one that matches a task you do every week, run it as-is, then tweak it for your Academy.Explore the MCP Prompt Library Give Student Managers Visibility into Learner ProgressWith around 2,500 customer groups, one member asked how to give Student Managers visibility into learner progress without handing over enrollment access. A community contributor shared their approach: route all requests through Customer Support, start each manager with a blank group they populate themselves, and offer a scheduled report on that group. This keeps internal analytics clean, scales easily, and makes utilization simple to track. How does your team handle manager visibility? Join the Discussion  Two New Skilljar Courses: AI Tutor and AnalyticsWant to give your learners an AI assistant? Turn On AI Tutor for Your Academy is a ~5-minute guide for Program Owners and admins that covers enabling AI Tutor, setting up your model provider and branding, and what to expect once it’s live. To get more from your training data, Skilljar Analytics and Reports is a ~5-minute video on what each report is for and how to filter and export your data.“If you’re new to AI tools, the AI Learning Hub has free courses for every product, including the Skilljar MCP.”Turn On AI Tutor | Tour Your Analytics Upcoming Webinar: The Year-End Academy Reset: Audit, Simplify, & Redesign with AIRedesigning your academy doesn’t take HTML, CSS or JavaScript. Join Cutler Bleecker, Senior Instructional Designer at Gainsight, for a behind-the-scenes look at how he used Claude Code to redesign Gainsight University, from auditing a sprawling catalog to building and checking the new experience in Skilljar. You’ll learn how to start with the learner journey, give AI the right platform context, and build reusable page templates.Register now Skilljar Office Hours — Now 4x a WeekTuesdays and Thursdays, 11am and 3pm ETGreat news for Scaled Customer Success customers you now have access to live Office Hours four times a week.What's included:Live access to a Skilljar Customer Success Manager Ask questions on best practices, strategy, or specific use cases Connect with other Skilljar users tackling similar challenges Get quick, actionable guidance no 1:1 scheduling neededRegister for Office Hours   CE & Skilljar by Gainsight Fri, 30 Oct 2026 15:54:53 +0100 https://communities.gainsight.com/product-experience-px-16/px-newsletter-october-2026-32110 Product Experience October 2026 This month is all about getting answers from your PX data faster. PX MCP is now generally available, so you can ask ChatGPT or Claude about feature usage, engagement, and account health without building a report first. Inside, you’ll also find ready-made prompts to start from, a quick fix for missing Bookmarks, and an open community question on syncing the PX Account Product Score to CS.Let's dig in!  Ask Your Product Data Questions in Plain English with PX MCPThe PX MCP is now generally available, so you can ask ChatGPT or Claude about feature usage, engagement performance, and account health and get answers without building a report first. You can also find the users and accounts that match your criteria, group results more ways, page through large data sets, and download results as a CSV. The PII restrictions you set in PX still apply.Learn More  Try Ready-Made Prompts to Get Started with PX MCPNot sure where to start with PX MCP? The Gainsight MCP Library now has ready-made prompts built for PX — audit which guides haven't been touched in 90+ days, compare week-over-week feature adoption by segment, or pinpoint exactly where users drop off. Copy, paste into Claude or ChatGPT, and see conversational analytics in action before you write your own.Try the PX MCP Prompts Can’t find the Bookmarks button in PX?If your saved filters have gone missing from your usual view, you’re not alone. Bookmarks is only available in Audience Explorer and as a dropdown option on the newer Accounts Explorer page. The thread also links the support article on saving customized filters, so you can set them up again quickly. Read the thread Syncing PX Account Product Score to CS: a known gapA community member asked how to get the PX Account Product Score into Gainsight CS without manual exports. Right now there’s no automated option through the PX connector, standard exports, or Query Builder, so the workaround is a manual export from Accounts Explorer. Gainsight has confirmed the gap and passed it to the product team, so add your voice if your CSMs need this too.Join the discussion  Put AI to Work in Gainsight PX Using the PX MCPWant to ask your PX data questions in plain language? This ~30-minute, self-paced course shows you how to connect the PX MCP to Claude or ChatGPT and write reusable prompts for feature adoption, account, and engagement insights. The PX MCP is read-only and follows your PX permissions, so you can explore freely without changing anything.Enroll here PX Office Hours: Improve your engagement Tuesdays at 8:00 AM ET and Thursdays at 12:00 PM ETJoin our weekly PX Office Hours to get expert guidance on improving user adoption, optimizing engagement strategies, and resolving real-world challenges. In recent sessions, teams have explored how to automate lifecycle campaigns, enhance onboarding experiences, and gain deeper visibility into product usage all aimed at driving more consistent engagement and better outcomes.Register Here   Product Experience (PX) Fri, 30 Oct 2026 15:52:06 +0100 https://communities.gainsight.com/customer-success-cs-15/cs-newsletter-october-2026-32097 Customer Success October 2026 October is about spending less time on manual work and more time with your customers. This month’s newsletter covers a new agent that starts adoption conversations for you, a Timeline update that puts activity on the right product automatically, and two quick setup tweaks to get more out of it. You’ll also find upcoming training, an on-demand Agentforce MCP workshop, and recordings of the Pulse Europe keynotes.Let's dive in!  CSM Adoption Agent in Claude: Spot Adoption Gaps and Personalize OutreachDescribe the outreach you want in plain language, or schedule it to run on its own, so you reach customers before adoption stalls. Set adoption goals around what matters to each customer, and the agent tailors its recommendations to those goals. Then, review and send personalized email drafts in Gmail, with activity synced back to Gainsight so your team stays informed.Learn More Relationship Resolution: Match Activities to the Right ProductWith Relationship Resolution, now in open beta, Gainsight now matches captured emails and AI-generated meeting follow-ups to the correct product-level Relationship, so you don’t have to tag them by hand. It uses your Contact and User data, plus product mentions in conversations and your Organization Profile. If it can’t tell which Relationship an activity belongs to, the activity stays at the Company level, so nothing gets lost. Learn More  Two Setup Tips for More Accurate Relationship ResolutionMake sure Gainsight matches activities to the right Relationship with two simple setup tips:Add former product names to your Acronyms: Customers keep using old names for months after a rebrand, and without them Gainsight can miss those conversations entirely. Adding these names helps Gainsight recognize those conversations and match activities to the right Relationship. Map only User columns that distinguish Relationships: Focus on fields that vary by product, such as a product-specific TAM. Avoid mapping shared fields, like a CSM assigned to every Relationship, since they don't help Gainsight identify the right match.Want to get even more from Timeline? Check out Gainsight University's CS End User Timeline Training course to learn how to keep customer interactions organized, review account history, and make the most of your customer engagement data. Automate the Boring Stuff in Gainsight with the Admin CLICommunity member Bradley built an open-source Claude Code plugin on top of Gainsight’s Admin CLI. It can find every rule, journey, report, and scorecard that touches a Salesforce field, search every Journey Orchestrator email for a phrase, and check your rule names against your naming convention. Reads run freely and any change stops for your approval, so it’s a safe one to try on a sandbox first. It’s an unofficial community project, so review it before using it in production.Join the Discussion How Do You Exclude Survey Respondents from a JO Reminder?Community member Joseph Spinale wants to automatically exclude people who’ve completed a Typeform survey from Journey Orchestrator reminders.Gainsight’s Sanchita suggested two options for native surveys: branch on the responded / not responded outcome, or run a second JO that uses the first program’s participants as its audience. For external forms like Typeform, the question is still open, so if you’ve solved it, your approach could help.Join the Discussion Dynamic Programs Transition GuideMoving your Journey Orchestrator programs from Simple or Advanced Programs to Dynamic Programs? This on-demand guide shows what changed, where features moved, and the common gotchas, plus a pre-publish checklist so you can build and test with confidence. It’s a reference, not a course, so dip in when you need it.Read the Guide Earn Your Gainsight Security Basics Skills BadgeSecuring your Gainsight environment starts with a few foundations. This learning path covers authentication and SSO, CS security configuration, API and integration security (including OAuth and MCP with least-privilege access), and data privacy. Pass the exam to earn your skills badge.Start the Learning Path Last Admin VILT Series of 2026: Starts Nov. 3Get hands-on with other CS Admins in our final instructor-led series of the year, starting November 3. Register with your training passes or purchase directly on Gainsight University. Not sure you have passes left? Email training@gainsight.com.Register for the Training October CS Release Webinar | November 3 at 10 AM ESTCatch up on what you missed at Pulse Europe, see the new AI capabilities in Journey Orchestrator (JO), and get a first look at our CSM Adoption Agent in Claude. Bring your questions for the team, and leave with ideas you can put to work in your own programs.Register Now Gainsight + Salesforce On-Demand Workshop: Agentforce MCPWatch at your own pace to learn how to bring Gainsight data into Salesforce Agentforce, so you can act on customer insights without switching tools. Pause, rewind, and follow along in your own environment.Watch the Recording Missed It? Watch Day in the Life of a CSMRosaline Plocki, Enterprise Customer Success Manager at Gainsight, shows how she runs her day: starting from Gainsight Home, preparing for meetings with AI Cheat Sheet, Copilot and the Gainsight MCP, and following up with success plans. The recap post has the highlights, the Q&A, the slides and the recording.Read the recap and watch the recording CS Office Hours: Drive Adoption and Reduce FrictionHave questions about Gainsight CS or looking to sharpen how your team engages customers? Join our weekly Office Hours open to all CS customers for live answers from CS experts, peer discussions on real-world challenges, and practical tips to optimize engagement and drive adoption. Register Now   Customer Success (CS) Fri, 30 Oct 2026 15:50:16 +0100 https://communities.gainsight.com/customer-communities-cc-17/cc-newsletter-october-2026-32116 Customer Communities October 2026 This month, the Customer Communities MCP can take action in your community with new write tools, and the Forethought AI Agent brings conversational answers to your community search. You’ll also find a quick way to start with CC MCP prompts, two community threads on interactive landing pages and email polls, and the recording from our CC Retention Session on turning engagement into loyalty.Let's get into it  Publish, Moderate, and Manage Ideas from Your AI Tool with CC MCPThe Customer Communities MCP is now generally available, and it can take action in your community. With the new write tools, you can publish articles and product updates, reply to unanswered threads after review, assign moderators, and manage idea statuses, tags, and votes, including in bulk. Already connected in Claude? Refresh your tool list or reconnect to see them.Learn more  Give Members Conversational Answers in Search with the Forethought AI AgentAfter a successful beta, the Forethought AI Agent integration is now generally available. Members can ask questions in your community search and get answers drawn from all of your community content and your connected Forethought sources. They can follow up naturally without starting over, and if a question is unclear, the agent asks for clarification first so they get the right answer sooner. It’s available to Community customers with AI Answers enabled and an active Forethought AI subscription, and you can request setup help if you need it.Learn more  Start Faster with Ready-to-Use CC MCP Prompts from the Prompt LibraryNot sure what to ask once your AI tool is connected to the Customer Communities MCP? The Gainsight MCP Prompt Library has ready-to-use prompts built for Customer Communities, so you don’t have to start from scratch. Pick a prompt for a task you handle regularly, tweak it to fit your community, and save the ones that work for next time.Explore the Prompt Library  ​Building an interactive landing page for your power users  A community manager is planning a more personalized landing page for advocates and champions, and asked what Gainsight offers for quizzes and role-based pathing. Fellow members answered that there are no out-of-the-box quiz or pathing widgets. The HTML widget accepts JavaScript, so you can embed third-party tools, and Developer Studio lets you build a custom widget that pulls in outside data. Widgets can be shown or hidden by segment.Join the discussion Which tool can put a poll in your community email campaigns?Inspired by a Pulse Europe session on measuring community value, one member wants to ask new joiners the same questions a year later. Gainsight CC has no built-in survey feature for email campaigns, so they asked what others use. Peers have suggested Typeform and a homepage pop-up survey, and others are following the thread. Share what’s working for you.Join the discussion Webinar Recording: Community as a Retention Engine: Turning Engagement into LoyaltyIn this October CC Retention Session, you’ll see how to link community participation to renewal rates and churn risk, spot at-risk customers from declining activity, and build champion programs. The session also covers retention reporting for CS leaders, with example data, and how to make the case for community investment to leadership. The recording and slides are on the community.Watch the recording Join Us: CC Office Hours l Every Wednesday at 11:00 AM ETWe are now offering weekly office hours with the CC team. Bring your questions, swap ideas with other Skilljar users, and get quick, actionable guidance. If you have a named CSM, continue to use them as your primary contact.Register Here   Customer Communities (CC) Fri, 30 Oct 2026 15:47:59 +0100 https://communities.gainsight.com/ideas/automated-profile-sanitization-when-banning-profile-spam-32124 When banning a user, either via AI high confidence spam detection or manual moderator action, their public profile stays visible. Spammers exploit this by creating accounts purely for link farming; even after being banned from posting, their spammy profile fields and forum signatures remain.The ProposalAdd an automated sanitization trigger when an account is banned, backed by an admin-level configuration toggle. Trigger Scope: Executes on both automated AI bans and manual moderator bans. Fields Purged: Clears all profile fields and signatures, and resets avatars to default. Admin Setting (Opt-In/Opt-Out): Add a toggle under Community Settings > Moderation: Fri, 30 Oct 2026 15:28:53 +0100 https://communities.gainsight.com/ideas/program-failure-distinction-32123 In the new Program banner, any Program that has participants fail in the past 24 hours is listed in the count of “failed” Programs.  Participants “fail” for legitimate reasons, like preventing a dulicate email from being sent.Years ago for a very short period of time, Gainsight was sending notification emails for these participants that failed to join.  But quickly rolled that back because it created too much noise.Now, the noise is in the banner.Gainsight, please stop calling participants that fail to join because they ahve already met uniqueness or the email is only allowed to join once in x days “failures.”  If you must still categorize them as failures, remove them from the banner like you did the email notification.  A Program level failure is the Program failed to turn on when scheduled.  Or that the query failed to run.  Or the emails failed to send because, for example, Gainsight infuriatingly still allows email templates to be edited that are used in a Live Program without re-mapping them in the Program - but that’s a whole other post. Fri, 30 Oct 2026 14:03:03 +0100 https://communities.gainsight.com/ルールエンジンとデータ管理-396/リレーションシップ-カンパニー情報を毎週スナップショットとして履歴保存する方法-32093 「カンパニーやリレーションシップの項目を CSM が日々更新しているけれど、分析のために過去の値も履歴として残しておきたい…」というケース、ありませんか？この記事では、ルールエンジン（Rules Engine）で毎週リレーションシップの値をカスタムオブジェクトに書き出し、履歴として蓄積する方法を解説します。例としてリレーションシップごとの「解約ヨミフェーズ」を取り上げますが、どのオブジェクト、フィールド項目でも同じ考え方で応用できます。  目次1. ユースケース 2. 履歴用のカスタムオブジェクトを作成する 3. 毎週実行するルールエンジンを作成する 4. スケジュール設定とテスト実行 5. 注意点 1. ユースケースCSM が更新している値の変化や推移を分析したい、というケースです。たとえば、リレーションシップに「解約ヨミフェーズ」と「解約金額」の項目があり、CSM が随時更新しているとします。この項目は更新するたびに上書きされるため、「先月はフェーズ A・100万円だったのが、今月はフェーズ B・80万円に変わった」といった変化は、そのままでは追えません。そこで、毎週決まったタイミングで値をカスタムオブジェクトに1行ずつ追加（履歴として保持）しておき、その履歴をレポートやダッシュボードで分析に使う、という流れにします。  2. 履歴用のカスタムオブジェクトを作成するまずは、スナップショットを溜めておく箱（カスタムオブジェクト）を作ります。管理（Administration）＞ データ管理（Data Management）＞ オブジェクト（Objects）を開き、カスタムオブジェクトを新規作成します。 オブジェクト名は、用途が分かるものにし、オブジェクトタイプは「高容量」にします。 （※高容量と低容量の違いはこちらをご確認ください。）   下表のようにフィールドを追加します。フィールドの設定例です。項目名は環境に合わせて読み替えてください。フィールド名（例） データタイプ 役割 スナップショット日 日付（Date） いつ時点の値かを記録する リレーションシップ ルックアップ（Lookup） リレーションシップオブジェクトへの紐づけ 解約ヨミフェーズ 元の項目に合わせる スナップショット時点のフェーズ 解約予定金額 元の項目に合わせる スナップショット時点のヨミ金額 担当者メモ 元の項目に合わせる スナップショット時点のメモ  また、リレーションシップへのルックアップを設定しておくと、後からレポートで顧客名や担当 CSM などの情報を引き出して分析しやすくなります。 ※「削除時」ってなに？Lookup先のレコードが削除されたとき、Lookupを持つ現在のオブジェクト側をどうするかを決める項目です。​​​​​​・Delete（削除）：Lookupを持つこのオブジェクト側のレコードも同時に削除します・Set Null（Nullにする）：Lookupを持つオブジェクト側のレコードはそのままで、Lookup先をNullにします・None（なし）：Lookupを持つオブジェクト側のレコードも参照先もそのままにします。カスタムオブジェクトをはじめて作成される方は、以下もご参考にしてください   3. 毎週実行するルールエンジンを作成する次に、リレーションシップの値を取得してカスタムオブジェクトに書き込むルールを作ります。3-1. ルールの作成とソースの設定管理 ＞ ルールエンジン（Rules Engine）で、新しいルールを作成します。   ソースとしてリレーションシップオブジェクトを選び、Fetch タスクで次のフィールドを取得します。 リレーションシップの GSID 解約ヨミフェーズ、解約金額（その他スナップショットしたい項目）   対象を絞りたい場合は、フィルター条件（例：ステータス=アクティブ等）を設定します。 3-3. カスタムオブジェクトへ書き込むアクション（Setup Action）で、カスタムオブジェクトへのロード（Load to Custom Object）を追加します。 アクションタイプは、毎回新しい行を追加する挿入（Insert）を選びます。 ルールの出力項目を、オブジェクトのフィールドにマッピングします。   スナップショット日を付与します。ルールエンジンの「実行日」を日付値として付与し、スナップショット日として使います。これにより、どの週のデータかが行ごとに判別できます。 Save Actionsを押して保存します。 （左下にsuccessとメッセージが出れば保存されているので、右上の×で画面を閉じます。）  4. スケジュール設定とテスト実行最後に、毎週自動で動くようにスケジュールを設定します。ルールのスケジュール設定で、実行頻度を「毎週」にし、曜日と時刻を指定します。 本番のスケジュールを有効にする前に、一度手動で実行して、カスタムオブジェクトに想定どおり行が追加されるか確認します。   ※実行されているか確認する方法・画面右上のExecution Logsボタンを押す・左側に実行履歴が表示されます。「success」と表示されていたら処理が完了しています。  5.レポートで確認する　2.で作成したカスタムオブジェクトの名前をレポートで呼び出して、実際に履歴が書き込まれていることを確認してみましょう！   6.注意点履歴は、ルールを動かし始めた日から溜まります。過去分をさかのぼって復元することはできないため、早めに開始しておくのがおすすめです。 同じ週に複数回実行すると、行が重複します。Insert は実行のたびに行を追加するため、テスト実行した行や、再実行した行は、分析時に二重カウントされないよう注意してください。（再実行する可能性がある場合は、「Upsert」にして、上書きできるようにすることもできます。） スナップショットは「実行時点」の値です。週の途中で CSM が更新した値は、次回の実行で反映されます。 データタイプは元の項目に合わせましょう。ドロップダウンや通貨などの項目は、型が合わないとマッピングやロードでエラーになることがあります。 カンパニーの項目をスナップショットしたい場合は、ソースをカンパニーオブジェクトに変えて、同じ手順で設定できます。  以上で、リレーションシップ情報を毎週スナップショットとして保持する仕組みが完成です。溜まった履歴は、レポートやダッシュボードで「フェーズの変化」「金額の増減」を時系列で見るのに活用してみてください！ ルールエンジンとデータ管理 Fri, 30 Oct 2026 12:19:49 +0100 https://communities.gainsight.com/ai-moderation-454/configure-user-profile-moderation-30906 This article helps admins enable and understand AI-powered user profile moderation to automatically screen new users or accounts.Overview Limitations How User Profile Moderation Works Role Exclusions Enable User Profile ModerationOverview User profile moderation uses AI to automatically screen user accounts for spam or NSFW signals in the community. Accounts that are flagged are automatically banned, which stops bot and spam accounts before they can participate in the community.User profile moderation evaluates account data using the same moderation approach that is applied to community posts. The following user profile fields are analyzed during screening:  Profile Field Description Username The display name selected by the user during registration. Email address The email address provided during account creation. Signature Any text the user adds to their profile signature field. Profile fields Additional profile fields are populated during or after registration. Avatar image The profile image uploaded by the user.  Accounts identified with high confidence as spam or NSFW are automatically set to Banned and moved to the Banned Users group. Accounts flagged with lower confidence are placed in Waiting for moderator approval status for manual review.LimitationsUser profile moderation has the following limitations:Admin notifications: There is no notification sent to Admins when an account is automatically banned. Sensitivity configuration: The moderation threshold is fixed across all communities and cannot be modified.How User Profile Moderation Works User profile moderation runs automatically when a user registers or edits the profiles in the community. The screening process follows these steps:A user edits the profile, or a new user completes the community registration process. User profile moderation evaluates the user’s profile fields (username, email address, signature, profile fields, and avatar image). If the account is flagged as spam or NSFW, the system automatically bans the account and moves it to the Banned Users group. If the account is not flagged, the user proceeds with normal community access. Role ExclusionsUsers who hold the following roles are excluded from user profile moderation screening, regardless of whether the feature is turned on or off:Admins Community Managers Moderators SuperusersThese role exclusions ensure that trusted community members are never inadvertently flagged or banned by the automated screening process.Enable User Profile Moderation You can enable user profile moderation from the Moderation Agent page in the AI category. Once enabled, all new registrations are automatically screened before users can participate in the community.To enable the User profile moderation:Navigate to AI > Moderation Agent. The Moderation Agent page appears. Turn on the User profile moderation toggle.When enabled, the AI screens each new registration and either approves the account automatically or places it in Waiting for moderator approval status for manual review, depending on the confidence level of the evaluation.  AI Moderation Fri, 30 Oct 2026 11:27:36 +0100 https://communities.gainsight.com/ideas/include-salesforce-chatter-notes-in-staircase-ai-handover-analysis-32121 We would love to see Salesforce Chatter notes and conversations included in Staircase AI Handover Analysis.Currently, the analysis provides valuable insights based on emails and meetings, but a significant amount of customer context is often captured in Salesforce Chatter. This can include:Key customer requirements Internal handover notes Implementation updates Risks and blockers Customer goals and success criteria Important decisions and follow-up actionsWithout Chatter data, CSMs may miss critical information that was never discussed in an email or meeting.Business ImpactIncluding Chatter notes would:Create more comprehensive handover summaries Reduce information loss between Sales and Customer Success Improve onboarding and adoption conversations Help CSMs become productive faster Increase the overall value and accuracy of AI-generated handoversFor teams that rely heavily on Salesforce as their source of truth, Chatter often contains some of the most important customer context. Bringing this into Staircase AI would make handover analysis significantly more powerful.Use CaseAt NinjaOne, many customer details are documented directly in Salesforce Chatter during the sales cycle. Having Staircase AI analyze this information alongside emails and meetings would provide a much more complete picture when transitioning accounts to Customer Success. Fri, 30 Oct 2026 10:53:31 +0100 https://communities.gainsight.com/cs活動-運用全般-420/公開中のサーベイの設問を変更し-古い設問の回答データを持ったままサーベイ上から見えないようにする-32109 やりたいこと公開中のサーベイ上で、下記を実施したいと思っています。①一部の既存の設問を廃止②新しい設問の追加こまりごと①の実現方法が見つからず相談したいです。廃止したい古い設問について、どんな質問に対してどんな回答があったかのの過去データは保持しておきたいと考えています。一方で、サーベイ上から設問を削除するには、質問に対する回答データが0件で無いと削除ができない認識です。 理想としては、サーベイ上の設問の表示/非表示設定ができるのが1番だと思いますが、その機能も無かったかと思うので他にいい対応方法あればご助言欲しいです～！※今のところ見つからなかったらサーベイ作り直しかな？と思ってます。 CS活動・運用全般 Fri, 30 Oct 2026 05:15:05 +0100 https://communities.gainsight.com/customer-success-cs-15/what-happens-two-way-authentications-is-enabled-32090 Hi Community members,I have one question related to user’s authentication on Gainsight CS.In the situation as below capture, both DB and SAML auth are enabled, what will happens?I am expecting that it works as below:1. SAML auth is work as primary auth way.2. DB auth doesn’t work in normal situation.3. Once IdP of SAML is down, still GS user can log in to Gainsight by using DB auth (ID + PW).Is my understanding correct?If not, please let me know the correct behavior, thanks! ​​​​​​​ Customer Success (CS) Fri, 30 Oct 2026 00:48:52 +0100 https://communities.gainsight.com/customer-communities-cc-17/change-the-new-topic-button-so-it-has-different-text-on-different-pages-32119 Is it possible to change the text on the New Topic button, depending on what page you're on? We have the text now set to ‘Ask a question’. Which is a perfectly fine line on the community pages where the main goal is to ask a question and get assistance. But, on our groups pages we would like the button to say something like ‘Start a conversation’. Because the groups have a different purpose.  I assume this is not a native option within the software as the button is one phrase, and located in the general menu. Would this be possible with custom code? Customer Communities (CC) Thu, 29 Oct 2026 21:51:38 +0100 https://communities.gainsight.com/customer-success-cs-15/day-in-the-life-of-a-csm-how-i-operationalize-my-day-use-ai-to-improve-my-workflows-32120 Thank you to everyone who joined our webinar and brought such great questions! I walked through how I run my day as an Enterprise CSM here at Gainsight, from the homepage I open with my morning coffee to the AI I use to prep for and follow up on every customer interaction. If you missed it, here’s a rundown of the highlights, and you can watch the recording here. The deck is attached below.Key Highlights1. Gainsight Home: Where My Day, Week, and Quarter StartThe homepage is my punch list. It’s built for the CSM, and you can personalize it. Here’s how I use it:Customer portfolio: I look at upcoming renewals first, then work backward through health. My health scores are broken out by product and by component, so I can see what’s strong and what needs attention. Any account renewing in the next 6 months should already be in the EBR process. Risk CTAs: CTA fatigue is real, so I built a cockpit view that shows only risk CTAs. I review it daily, and it feeds my weekly one-on-one with my manager: where the risk is, what I’m doing about it, and where I need leadership pulled in. Calendar and Timeline widget: After a customer meeting, I click Add Activity right from the calendar. The account and meeting type fill in automatically, and I add my notes without opening the C360. Rich text field: I keep my most-used resources here so I’m not hunting through bookmarks during a call. People tab and Group Send: This is bulk email with tokenized personalization. Build a dynamic or static list by role, title, or persona, then send. It works well for feature releases, event invites, or personally layering on top of product communications. Email Manager lets you use shared templates, and the outbox shows sent, opened, clicked, responded, and bounced. Everything logs to Timeline.2. Meeting Prep: How It’s EvolvedI walked through three stages of how I prep for customer calls.Stage 1 (about 2 years ago): the manual way. I clicked through every tab on the C360: summary, scorecard, success plan, Cockpit, Staircase, and Timeline. It worked, but it was slow. Stage 2 (the last 6 months): Gainsight AI. AI Cheat Sheet pulls the context on Timeline into an easy-to-digest summary. Admins can now choose which sections appear. It’s great for account transitions or for briefing a colleague who’s joining a customer call, because you can share it by email directly from the page. Gainsight Copilot pulls from Staircase, success plans, Cockpit, Timeline activity, scorecards, and Gainsight documentation. I built my own prompts for agendas and strategic questions (for example, “Based on everything on this account, what are 5 strategic questions I should ask to progress against the success plan objectives?”). Gainsight also provides suggested prompts if you’re not sure where to start. Admins can build templates, too, which are great for standardizing transition docs. Stage 3 (today): the headless CS motion. I work out of Claude with the Gainsight CS and Staircase MCPs connected.3. The MCP: Your Information BridgeMCP stands for Model Context Protocol. I think of it as an information bridge that brings data from Gainsight into the LLM you already work in. Gainsight has MCPs for all of our products.It’s admin-enabled and should go through your security review. Once it’s on, each user authorizes it through their own LLM. The MCP landing page has a library of prompts and skills you can copy straight into your LLM. Skills are more in-depth than prompts. Here’s what I use most: Agenda prep: Pulls open support tickets, relevant news (acquisitions, layoffs, new hires), and context from the last call, then asks me 3–4 targeted follow-up questions, adds a value question to help me capture Verified Outcomes, and saves the agenda as a Gmail draft with the right attendees. Prep that used to take 10–15 minutes of reading notes is now much faster. Meeting recap: Generates the customer-facing recap, my own summary, and questions for next time. It also researches follow-up items by searching Glean, our support site, release notes, and Slack, so I’m not spending hours on follow-ups. Business Model Brief: Built by my teammate Nicole Belanger. It breaks down how a customer makes money and how that connects to what Gainsight delivers. It’s useful for business reviews and for getting up to speed on new accounts. Transition docs: Replaces the hour of prep and the 30-minute handoff call. I attach the doc to Timeline and tag the incoming CSM. The MCP has write-back access, so I can create CTAs, post Timeline activities, and even push an entire success plan. Recent update: you can now filter Timeline by source to see exactly what was created by the MCP.Whether you work in Copilot or an external LLM is a matter of preference & security approval.4. Post-Meeting Actions: Closing the LoopAbout an hour after a call, I block time to do the follow-up:AI Follow-Up automatically posts the meeting recording and summary to Timeline, so there’s no copy-pasting. If you own the meeting, you can turn action items into tasks, and they’ll show up in Cockpit. You can also share the follow-up by email, and “Write with AI” lets you change the format. Recap and risk: With the summary on Timeline, I use Copilot or Claude to write the customer recap. If there’s risk (an admin left, a champion left), I ask it to create a risk CTA from the conversation. Log a CSQL. If I hear a need that another Gainsight product could solve, I create a Customer Success Qualified Lead and loop in the salesperson. I’m not a salesperson, but I’m closest to the account and I know the other products. When it’s a genuine fit, I flag it. Contact hygiene. I update contacts in real time, such as after a bounce-back or a Staircase alert about a title change. Some CSMs block an hour on Fridays instead. Clean contacts also make your Group Send lists better.5. Success Plans: My Alignment ToolI make sure every customer has one, and I bring it up at least every 2 months or every 2 calls. Priorities change quickly, and objectives need to be measurable so I can tell a value story to their leadership.Q&A HighlightsQ: What type of success plan format do you use?I use success plans as customer-facing documents. We have ROI success plans, and some customers use “get-to-green” plans for at-risk accounts. When our sales team closes an opportunity, a success plan is automatically created, and the reasons the customer purchased populate as objectives so customers don’t have to repeat themselves. On the kickoff or alignment call, I confirm those objectives are still valid, add anything missing, and set due dates, blockers, and success metrics. Most of the time I use it as an alignment tool during calls, but you can share it with customers, and you can also surface it in Spaces, our client collaboration portal. As Nicole noted, the title can be Joint Success Plan, ROI Success Plan, or Value Plan. What matters is that you’re capturing the customer’s goals and objectives.Q: Can Copilot (or the MCP) create success plans and CTAs?Copilot can create and update records, and with the MCP connected you can create full success plans. Details here: Copilot Overview – Create and Update Records. An AI Success Plan feature (a “Create AI Success Plan” button that you can refresh as new communications come in) is expected to be in beta around the end of this year.Q: Can you post tasks and action items directly to the relationship?Yes, if you’re working on the relationship.Q: How accurate is the AI Cheat Sheet?Cheat Sheet is built from Timeline, so its accuracy depends on what’s there. It works best when you’re using AI Follow-Up and auto email logging and when your team consistently logs activity. If Timeline is thin, the output will be too. Copilot itself has also improved a lot in sources, formatting, and output quality.Q: Can I email customers directly from Gainsight, and does it log to Gmail?Emails sent from Timeline or Gainsight Assist give you open and click visibility, which you don’t get from Gmail. If you send from Gainsight CS, you can BCC yourself and the email will log back to your Gmail. For Group Send, the outbox in Email Manager shows sent, opened, clicked, and bounced.Q: If a customer replies to an email sent from Gainsight, does it go to Outlook and Gainsight?Yes, replies are threaded in Timeline if your organization has auto email capture enabled. Threading keeps a conversation in one entry instead of cluttering Timeline, and you can filter Timeline by email.Q: What is auto email logging?It’s a recent feature that automatically logs customer-facing emails from your inbox to Timeline. You no longer need to BCC or use the Chrome or Microsoft plugin to push individual emails.Q: Can Customer Journey in C360 log future milestones?Milestones are generally triggered by events that have already happened, usually through rules, not by planned future events. If you have Staircase, milestones are populated automatically with AI. A Staircase AI milestone journey populating directly in CS is on the roadmap.What I Want You to Take AwayStart your day in Gainsight, not your inbox. Build a homepage that shows you what needs attention. If it isn’t on Timeline, it didn’t happen. Timeline is the foundation for Cheat Sheet, Copilot, and the MCP. Turn on AI Follow-Up and auto email logging. Build your prompt library. Copilot, Claude, and others all need specific prompts. Start with Gainsight’s, then make them yours. Make success plans measurable and revisit them often. They’re how you tell the value story. Post-meeting discipline pays off. Recaps, CTAs, CSQLs, and clean contacts are what make the next call easier.Thank You! Thank you to everyone who attended and asked such great questions. I hope you take at least one thing back to your workflow this week. If you have follow-up questions, leave them in the comments below or reach out directly. Rosaline PlockiEnterprise Customer Success Manager, Gainsight  Customer Success (CS) Thu, 29 Oct 2026 21:27:44 +0100 https://communities.gainsight.com/meetings-office-hours-3/thursday-us-admin-office-hours-cs-platform-oct-29-2026-11am-pt-12pm-mt-1pm-ct-2pm-et-pre-session-thread-32114 Hello everyone!This thread is for today’s upcoming Thursday Admin Office Hours session, Thursday, October 29, 2026 at 11am PT / 12pm MT / 1pm CT / 2pm ET.Please submit your questions below as replies to this post in advance if you can, and we'll address them during the session (or if there’s a quick answer available, we’ll post as replies to the questions).There is no need to register for these sessions - you can join at any time. Once the session is underway, I will go in order of questions posted below first, then field questions from anybody else who has joined as well. Look forward to talking with you!Conference Details (Zoom):Thursday, Thursday, October 29, 2026 at  11am PT / 12pm MT / 1pm CT / 2pm ET Join Zoom Meeting:https://gainsight.zoom.us/j/97839906826?pwd=88gXZ7tmsZEX1V6sFoRB6cYPp8Uz28.1&jst=2 Meeting ID: 978 3990 6826Passcode: 774757 For dial-in info by your location, find your local number: https://gainsight.zoom.us/u/arU8WZ269 Meetings & Office Hours Thu, 29 Oct 2026 17:24:48 +0100 https://communities.gainsight.com/ideas/disable-signature-for-entire-site-or-by-user-roles-19487 We wish to disable all signatures for our entire community to limit the opportunities of spam or misuse.  Ideally, we wish for this control to be by custom user roles (or even better, user groups!) so that we only provision allowance of signatures to trusted roles/groups. Or at least, a global control to allow or disallow this feature for the entire community. Thu, 29 Oct 2026 17:14:26 +0100 https://communities.gainsight.com/ideas/separate-read-only-and-write-permissions-for-the-community-mcp-32113 Problem: Access to the Community MCP is tied to platform role, and write access comes with it automatically. Moderators and above can reply, publish, edit, close, and tag through an AI assistant, and there’s no way to turn that off. Teams that want analytics access for CSMs or marketers have to give them write access too.Request:A community-level setting to disable write tools, so the MCP can be offered as read-only. Separate scopes for reading and writing, plus a read-only analytics scope that doesn’t need the Moderator or Admin role.Why it matters: Least-privilege access is standard for tools connected to AI agents. Today the only safe option is to limit the MCP to a very small group. Thu, 29 Oct 2026 17:04:36 +0100 https://communities.gainsight.com/ideas/let-admins-choose-which-meeting-platforms-push-to-timeline-from-staircase-ai-and-prevent-duplicate-entries-32112 Submitted by Gainsight Support on behalf of a customer.We use the full Staircase AI product and have both Gong and Microsoft Teams connected. When the same meeting is captured by both, Staircase AI pushes two Timeline entries for the same meeting and author. One has the source GONGIO and one has MS_TEAMS.The "Push call summaries to Gainsight as a timeline entry" setting applies to every connected meeting platform. We cannot keep Gong feeding Staircase AI while only Teams logs to Timeline. The only way to keep Gong out of Timeline is to disconnect Gong, and that also stops Staircase AI from using our Gong calls.Impact- Logged hours are inflated for company and TAM reporting.- Every Timeline entry syncs to Salesforce as a Task, so the duplicates also flow into our Salesforce Task records and the reports built on them.- Activity Sync into Salesforce Tasks has no filters, so we cannot remove the duplicates before they sync.What we would like1. Let admins choose which connected platforms push to Timeline, so one platform can feed Staircase AI without logging to Timeline.2. Or skip a Timeline entry when the same meeting already has an entry from another platform.3. Or add filters to Activity Sync into Salesforce Tasks, such as by source.Current workaroundWe filter out the GONGIO source in our hours reports and remove the duplicate entries by hand. This does not fix the Salesforce Task records.Related ideahttps://communities.gainsight.com/ideas/allow-staircase-to-write-ai-follow-up-to-different-activity-types-30666 Thu, 29 Oct 2026 16:24:30 +0100 https://communities.gainsight.com/ideas/additional-collaborators-in-spaces-29853 I would love to see the option for two collaborators in the SPACES heading. We love having the CSM but would like to also have the Account Manager as well.  Thu, 29 Oct 2026 16:12:44 +0100 https://communities.gainsight.com/meetings-office-hours-3/recording-community-as-a-retention-engine-turning-engagement-into-loyalty-32111 Thanks for attending the below CC Retention Session for the month of October 2026.Community as a Retention Engine: Turning Engagement into LoyaltyIn this webinar we discussed,Linking community participation data to renewal rates and churn risk Identifying at-risk customers through declining activity signals Building champion programs that create peer accountability Retention reporting for CS leaders, with example data Making the case for community investment to leadership Q&APlease refer below for the complete recording of the webinar, along with the slides. Questions? Join us at CC Office Hours, Wednesdays at 11 AM ET.Presenters: ​@akhilv ​@Malabika __Akhil Vattypally | Scaled Customer Success Manager, Gainsight Meetings & Office Hours Thu, 29 Oct 2026 15:50:00 +0100 https://communities.gainsight.com/ideas/front-end-moderation-by-users-19265 Hi all, We would like to be able to allow specific users (superusers and other top users) the opportunity to assist us with content maintenance on the front end of the community (not in control). For instance a basic level: Moving topics and posts from board A to board B - for instance from the Ask a Question- to a more relevant board. Add public tags to topics - this will help with overall SEO Merge topics and posts - this is particularly helpful if we have a number of new topics started during an outage. In addition, some trusted users can help with slightly more advanced moderation: Trash topics and posts (spam) Edit posts (profanity) Add/remove question mark and Mark as Answer Lock topics - particularly helpful if the community doesn't have a lot of staff coverage during weekends/evenings, and there's a hot topic getting out of hand. At the absolute top, we'd have long term community friends help with actual content management: Mod tags Post fields internal labels These moderation options can be part of an incentive for superusers: you will be able to help with moderation. Of course community staff should be able to immediately revoke someones moderation rights in case they abuse it. What do you think? could this be useful for your own community? :) Best, Ditte Thu, 29 Oct 2026 15:25:57 +0100 https://communities.gainsight.com/customer-communities-cc-17/interactive-pathing-quiz-tools-for-a-power-user-community-landing-page-32006 Hi Gainsight Community! We're currently revamping our Community landing page built specifically for our power users: the advocates and champions of our product. We want to move from a static overview to a more interactive, personalized experience for them.One idea we're exploring is a short, interactive pathing experience. Visitors would choose their role or interests and be guided to the content, resources, and peers most relevant to them.Questions for the community and Gainsight team:Native features: Does Gainsight offer any native tools, widgets, or recommended design patterns for interactive quizzes, guided pathing, or role-based content on a landing page? Third-party tools: Which third-party quiz or interactive tools/integrations (or iframe/embed options) have worked well with Gainsight Community pages? External data: What are the best practices for connecting external data sources (like spreadsheets or APIs) to keep page content up to date?If you've built something similar for advocates, champions, or other power-user audiences, I'd love to hear how you approached it, including what to try or avoid.Thanks in advance! Customer Communities (CC) Thu, 29 Oct 2026 14:08:25 +0100 https://communities.gainsight.com/ideas/clicking-into-a-post-in-show-more-activity-loses-your-place-in-the-list-19490 A community member pointed out that if they click the “Show more activity” button on a view such as “Recent activities” (on the homepage), and then click into a specific post, when they click back they’ve lost their place in the activity list. So, ideally if you click Show more activity 3x, then click a specific post, and then go back, it should return you to the 3rd page of activities.  Thu, 29 Oct 2026 13:58:05 +0100 https://communities.gainsight.com/product-updates/cs-heads-up-october-31st-release-preview-32041 We're sharing an early look at features planned for the upcoming release this Saturday, October 31st. This preview provides a high-level overview of what's coming. Complete Release Notes with full details will be published on release date. Note: Features and details shared in this preview are subject to change prior to the release.Improved Accessibility (Automatic Update): Gainsight CS now includes accessibility enhancements that align with Web Content Accessibility Guidelines (WCAG 2.2) and make it easier for users to navigate and complete tasks using a keyboard, a screen reader, or magnification. The updates add:Keyboard navigation Screen reader support Visible focus highlights 200% zoom support These enhancements apply to the following areas of Gainsight CS:GS Home  People Management 360 Dashboards  Cockpit Success Plans Customer Goals TimelineEmail Content Retention (Automatic Update): Gainsight CS now retains the content of emails logged to Timeline for a maximum of two years. Gainsight deletes the stored email content on the earlier of two dates: two years after the email is sent or the date your subscription ends.This policy applies to emails that Gainsight CS sends and logged to Timeline, including emails from Email Assist, Cockpit, Programs, Journey Orchestrator, Playbooks, Success Plans, and Group Send. This does not apply to emails from Auto-Email Capture or Plugins. Timeline keeps the activity details for these emails, but the Email Preview area is blank when you open an activity with deleted content.Copilot  Copy Copilot Responses without the Thought Process (Automatic Update): To make Copilot conversations easier to read and navigate, Copilot responses will keep the thought process in a separate section, so each message displays only the actual content. When copying a response, only the final answer is included, without the underlying thought process details.  Additionally, to deliver a cleaner interface, repeated Copilot names and icons no longer take up space in the conversation. These improvements will be available in both the full Copilot experience and the Copilot widget. Journey Orchestrator Add Any Journey Node with Build with AI (Admin Controlled): Build with AI now supports all Journey Orchestrator node types, so you can create a more complete program flow using natural language prompts. Build with AI structures the node and its connections, then hands configuration back to you because newly supported node setup is specific to your program’s logic and audience.  This update will allow you to automatically add and configure Audience, Email, Email Outcome, Survey, Survey Outcome, and Delay nodes based on the intent specified in your prompt. It will also allow you to insert CTA, API, Education, Slack, Community, and Engagement nodes into the program flow. These nodes remain unconfigured, allowing you to define program-specific rules and messaging. Migrate Query Builder Sources to Dynamic Programs (Admin Controlled): The new Save as Design Template button converts a query builder source from an older program into a reusable Design Template, so you can bring existing source configurations into the new Dynamic Program experience without rebuilding them. It preserves all objects, fields, and configurations, including sort settings, from the original program when using a Design Template. The new Dynamic Programs query builder supports Design Templates under Data Source, allowing users to search for and add existing templates to the canvas. Scorecards Add AI Signals from Staircase AI to Scorecards (Admin Controlled): Admins can now bring AI Signals from Staircase AI on sentiment and engagement directly into Gainsight CS Company scorecards to get a more complete view of customer health without switching between tools. Admins can add the AI Sentiment and AI Engagement measures to a Scorecard and set their weight to control how much each contributes to the overall score. After you add AI Signal measures to a Scorecard, Gainsight CS automatically syncs the exact numeric scores from Staircase AI every day and displays them according to the color, grade, or numeric scheme of the scorecard. Note: AI Signals are available to customers using both Gainsight CS and Staircase AI. Spaces Set CTA Permissions When Sharing Success Plans and Customer Goals into Spaces (Automatic Update): CSMs can now control how their customers or end users interact with CTAs associated with a Success Plan or Customer Goal shared to Spaces. By default, end users continue to view shared CTAs and edit only the CTAs they own. A new Manage Spaces share option for Success Plans allows CSMs to update permissions and CTA selections after sharing. Previously, the only option was to remove the Success Plan from Spaces. Surveys  Add Date and Date Time Questions to Surveys (Automatic Update): Text questions in Surveys now support Date and Date Time control types, so participants can select a date, or a date with a tie, from a picker instead of entering them manually. Before this update, text questions offered only the short text, long text, integer, or number control types.  Format Survey Question Titles with Rich Text (Automatic Update): Admins can now style survey question titles using a rich text editor in the survey Design page and in Survey Questions. This makes it easier to emphasize important information, add context, and create clearer, more engaging questions for respondents without relying on external formatting tools. Before this update, the question title was a plain text box, so admins pasted styled content from other sources to get formatting. Thu, 29 Oct 2026 13:51:04 +0100 https://communities.gainsight.com/ideas/copilot-created-email-tasks-not-functioning-in-cockpit-ctas-32107 Issue Details: Email Task "Validate Email" Button Non-Functional When Task Created via Copilot without playbookUpn checking we have identified that The "Validate Email" button in Gainsight's Cockpit requires the Email task to be linked to either a Playbook task or a Gainsight Task template (which holds the email configuration  From, Reply-To, Subject, Body template). When an Email-type task is created via the API/ Co pilot without a Playbook, the cs_task record has no GainsightTaskId or PlaybookTaskId populated, so the validation logic throws this error. This workflow is misleading a major gap. When Copilot creates these tasks, they appear as email tasks with a "Validate Email" button, but this does not reflect the actual process. Since this workflow will be heavily used, I suggest updating it so users can genuinely validate and send the email from the task itself. This would better match user expectations, log the activity, and fully complete the intended workflow.CC: ​@sahiti_g  Thu, 29 Oct 2026 01:24:12 +0100 https://communities.gainsight.com/ideas/send-message-when-rejecting-group-join-request-30859 This request comes from several of our Group moderators. For private groups, it would be valuable to have the option to include a message when denying a join request. Enabling moderators to send a brief message would allow them to clearly communicate their reasoning, provide guidance (e.g., eligibility criteria or next steps), and create a more transparent and positive user experience. Thu, 29 Oct 2026 01:02:56 +0100 https://communities.gainsight.com/ideas/add-a-portfolio-level-ai-digest-in-staircase-32106 Please provide the AI-generated digest across a selected portfolio of accounts, similar to the existing account-level AI summary. It would be helpful to see key themes, health or risk signals, and opportunities across a leader’s or PSM’s accounts without opening each account individually. A concise portfolio view would help leaders quickly understand what’s happening across their accounts and where the team should focus. Wed, 28 Oct 2026 21:38:24 +0100 https://communities.gainsight.com/ideas/retrieve-zendesk-tickets-assigned-to-groups-32105 Please allow the Zendesk connector to retrieve tickets assigned to a group and show the assigned group in Gainsight—not just tickets assigned to an individual user. Our PSMs use Gainsight as their primary workspace. Seeing the ticket and its assigned group there would help them understand where an escalation stands and who to contact without switching back to Zendesk. Wed, 28 Oct 2026 21:09:37 +0100 https://communities.gainsight.com/ideas/make-numeric-zendesk-csat-scores-available-in-gainsight-32104 Please make the numeric CSAT scores from Zendesk available through the Gainsight connector. Today, we can see whether a response was good or bad, but not the actual numeric score, which is stored in a Zendesk table that isn’t currently exposed through the connector. Having the numeric scores in Gainsight would let our team review and report on actual CSAT results without relying on a separate workaround. This helps us scale and be more efficient. Wed, 28 Oct 2026 21:08:45 +0100 https://communities.gainsight.com/ideas/enable-alphabetical-sorting-on-all-admin-lists-29907 I would like to request that all lists in the admin platform (for example Custom Pages) be sorted alphabetically (A-Z) by default. Currently, the lack of sorting makes it difficult to find specific items. Please apply this logic globally, as this usability issue exists in several different sections of the platform. Wed, 28 Oct 2026 20:06:09 +0100 https://communities.gainsight.com/ideas/custom-pages-in-control-listed-alphabetically-32103 Can we please  get the Custom Pages page in Control to be sorted in some organized fashion? At minimum I’d appreciate alphabetical order, next request would be some sort of filter or sort at the top of the table, but ultimate ask would be that we can drag and drop the order such as the Community Categories page.    Wed, 28 Oct 2026 19:59:57 +0100 https://communities.gainsight.com/customer-communities-cc-17/server-side-primary-role-authorization-for-connectors-31929 We are building custom Community widgets with role-based visibility. Our widgets check the viewer’s Primary Role before loading their content modules, but we also need server-side authorization to prevent unauthorized users from calling the connectors directly.Does Developer Studio support a server-enforced Primary Role allowlist per connector, rejecting unauthorized requests before the upstream API call? The documented template user context exposes identity but not Primary Role. Is there a supported authorization mechanism or conditional authorization step for composite connectors?Separately, does segment-based Widget Visibility prevent custom-widget scripts from loading and init()from running, or does it only hide the widget? Customer Communities (CC) Wed, 28 Oct 2026 18:19:11 +0100 https://communities.gainsight.com/ideas/deletion-via-rules-engine-801 Being able to delete from Objects in SFDC and MDA via the rules engine. We all understand that this is a risky feature to deploy. But there are some use cases that are compelling enough to warrant this request. Any please post your use cases below in the comments and like this post if you support this feature. Wed, 28 Oct 2026 17:06:11 +0100 https://communities.gainsight.com/meetings-office-hours-3/emea-admin-office-hours-thursday-session-29-10-2026-32100 This thread is for the upcoming EMEA Admin Office Hours for Thursday, Oct 29th, 2026. Time: 1:00 – 2:30 PM UK Time Have questions? Drop them in this thread—we’ll cover them live during the session! Join Zoom Meeting (Note: this is a new link!)https://gainsight.zoom.us/j/94074862515?pwd=DAiixkKZfGaL7va9VNZiEiPiGUA261.1🔢 Meeting ID: 940 7486 2515 Passcode: 333404 One Tap Mobile (US)+17193594580,,94074862515#,,,,*333404#+12532050468,,94074862515#,,,,*333404# Dial-in by your location(US, UK, India, Israel, Canada & more) Find your local number Join via SIP94074862515@zoomcrc.com Join via H.323 US West: 144.195.19.161 US East: 206.247.11.121 India (Mumbai): 115.114.131.7 India (Hyderabad): 115.114.115.7 Netherlands (Amsterdam): 159.124.15.191 Germany: 159.124.47.249 Australia (Sydney): 159.124.104.213 Australia (Melbourne): 159.124.74.212 Brazil: 64.211.144.160 Canada (Toronto): 159.124.168.213 Canada (Vancouver): 159.124.196.25 Japan (Tokyo): 170.114.194.163 Japan (Osaka): 147.124.100.25 Meeting ID: 940 7486 2515 Passcode: 333404Looking forward to seeing you there!—ShivGainsight CSA Meetings & Office Hours Wed, 28 Oct 2026 16:16:54 +0100 https://communities.gainsight.com/ideas/seo-improvement-pagination-32099 As part of an SEO audit, presenting another idea around SEO Optimization, related to Pagination. We found that the pages+2 are not numbered. Would this be possible to add, as it helps crawlers to find the information better? We would like page 2 onwards to get both the meta title and the meta description with a page number as the example below:Title: {Category name} | Page {n} | Product forums | CommunityDescription: Page {n}: {current category description}Thank you Wed, 28 Oct 2026 15:59:40 +0100 https://communities.gainsight.com/ideas/seo-geo-improvement-link-clean-canonical-topic-url-under-related-topics-32098 We found that under Related Topics the URL leads to replies with?&= parameters in their links, which slows down google bot as it has to parse every redirect and is also limiting AI bots. We would like the link to be changed to a clean canonical topic URL to improve SEO in the widgets (no redirect, no parameters) and include them in the page HTML so every crawler sees themIn detail, we analyzed whether internal links point straight to the final URL. Every redirect in between costs crawl budget, weakens link signals and creates URL variants to consolidate.​ The result was that the Related topics and sidebar widgets are added with JavaScript. Each link redirects to the final URL with?tid=&fid= added, which then canonicalizes back to the clean URL.​ Indexing is not harmed, but signals are diluted and AI crawlers that do not run JavaScript never see these links.​Impact​• One extra redirect hop for every related-topic and sidebar link​• Parameter URLs (?tid=&fid=) that Google must crawl and consolidate​• "Page with redirect" entries in Google Search Console​• Links invisible to GPTBot, ClaudeBot, PerplexityBot (no JavaScript)​Thanks Wed, 28 Oct 2026 15:38:20 +0100 https://communities.gainsight.com/ideas/create-new-contacts-in-sfdc-20071 We would like to see the Salesforce Integration be able to create net new contacts in SFDC along with the Community Member object and associated activity as opposed to just looking for contacts that already exist in SFDC. As we look at what reporting we’ll want to pull in SFDC down the road, the lack of this is creating a lot of work for our teams to come up with a custom solution, which we must then support. Wed, 28 Oct 2026 14:57:20 +0100 https://communities.gainsight.com/ideas/quizz-submission-skilljar-32095 Currently, the quiz analytics page displays the submitted file name but does not offer a direct download link. I would like to be able to retrieve the past submissions. Wed, 28 Oct 2026 14:09:41 +0100 https://communities.gainsight.com/customer-communities-cc-17/first-reply-comparison-chart-staff-vs-registered-users-32030 Hi Community, I want to do a comparison of first replies to forum posts, staff vs registered community members. I thought I found a bar chart that showed the % of staff replies compared to the % of registered users replies but somehow cant get back to it. Or maybe I was dreaming Wondering if anyone has also come across this? If so please share where and how I can find this report.Thank you,Matt Customer Communities (CC) Wed, 28 Oct 2026 13:50:19 +0100 https://communities.gainsight.com/customer-communities-cc-17/ability-for-users-to-edit-their-own-username-31904 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.  Customer Communities (CC) Wed, 28 Oct 2026 11:06:59 +0100 https://communities.gainsight.com/ideas/ai-tags-respect-the-setting-allowing-disallowing-users-to-create-tags-31653 Currently AI Tags will suggest tags from the exisiting list of tags but also tags that don't exist. It will still suggest new tags if users don't have the right to create new tags.I see this as a loophole for users to still select the suggested tags and thus create new tags though they are not allowed to do so.Therefore the AI Tags should not suggest new tags if users do not have the permission to create new tags. Wed, 28 Oct 2026 09:45:48 +0100 https://communities.gainsight.com/gainsightコミュニティの歩き方-417/日本コミュニティへようこそ-の各statusページへのリンク-31308 こちらに書くものなのか？というのはありますが、ちょっと気になったので書いておきますね。日本コミュニティにようこそ、のページ内にある各製品のStatusページリンクのうち、CCとPXがリンク切れになっているかと。。。 正しいのは、以下なのかな。。CC:　https://status.insided.com/PX:　https://status.aptrinsic.com/  Gainsightコミュニティの歩き方 Wed, 28 Oct 2026 09:05:40 +0100 https://communities.gainsight.com/お知らせ-433/更新のお知らせ-gainsight-mcpライブラリを更新しました-staircase-aiとskilljarが大幅アップデート-32091 皆さん、こんにちは！ 本日、Gainsight MCPライブラリを更新しました！ 特にStaircase AIとSkilljarのコンテンツが大幅に充実しています。 【画像挿入】MCPライブラリのトップ画面／撮影指示：「Gainsight MCPライブラリ」のタイトルと「MCPについて学ぶ」「接続する」ボタンが見える状態でキャプチャ。 新しく公開した内容には「NEW」マークが付いています。まずはNEWマークを目印にチェックしてみてください。 【画像挿入】NEWマーク付きカードの例（アカウントオンボーディングブリーフ）／撮影指示：「NEW」バッジとカードタイトルが分かるようにキャプチャ。   Staircase AI：アカウントの状況が数秒で見えるようにこれまで複数の情報を掛け合わせて把握していた内容が、構造化されたビューで一度に確認できます。 たとえば、次のような分析です。 アカウントサマリー エクスパンション（拡大）分析 更新リスク分析 「あのアカウント、今どんな状況だったかな？」というときに、情報を集める手間をかけずに全体像をつかめます。ぜひお試しください。   Skilljar：MCPがGA化、利用できるツールが18から70に先日、SkilljarのMCPがGA（一般提供）になり、利用できるツールが18から70へ大幅に増えました。 これにより、コースの作成やクイズの作成、アカデミーの公開など、あらゆる操作がMCP経由で可能になりました。お客様への体系的な学習体験を、よりスピーディに提供できます。 MCPライブラリには、コース作成用のSkillやプロンプトも掲載しています。ぜひ試してみてください。   まずはMCPライブラリをのぞいてみましょう最新の内容は、以下のページからご確認いただけます。 Gainsight MCPライブラリ 試してみた感想や「こんな使い方をしてみた！」というお話も、ぜひコミュニティで共有してください。お待ちしています！ お知らせ Wed, 28 Oct 2026 03:42:52 +0100 https://communities.gainsight.com/training-certification-4/new-in-gainsight-university-gainsight-admin-cli-intro-overview-32046 We’re excited to launch a new Gainsight Admin CLI: Intro & Overview video on Gainsight University! This short video gives Gainsight admins a quick introduction to Admin CLI, a way to connect the AI agent of your choice to your tenant and work with your configuration through natural-language conversation.Here’s what’s included: What Admin CLI IsLearn how Admin CLI lets you inspect, understand, and update your configuration through conversation instead of navigating screen by screen. Why It MattersSee the three main ways it helps: auditing and documenting what’s already configured, planning new processes before anything is built, and making supported changes directly in your tenant. A Quick Tip for Getting StartedFind out how to begin with read-only starter prompts, so you can explore your tenant before changing anything. Where It Stands TodayUnderstand which areas are read-only, why write actions need your review and approval, and where to check the current scope. Why Watch This Video?Get oriented quickly: In a few minutes, you’ll know what Admin CLI can do and whether it fits your workflow. Ready to get started? Watch it today! Enroll Now on Gainsight University Training & Certification Wed, 28 Oct 2026 00:15:22 +0100 https://communities.gainsight.com/ideas/copilot-reduce-excess-whitespace-and-use-more-of-the-screen-width-for-responses-32087 The problemCopilot responses render in a narrow, centered column that uses only about 40% of the page width on a standard desktop display. The remaining space on both sides is empty. Longer outputs, such as account overviews, CTA drafts, and health summaries, require a lot of extra scrolling, which makes them harder to scan and compare.Proposed solutionWiden the default response column so it scales with the browser window, while keeping a sensible maximum line length for readability Add a user-level toggle (for example, Standard / Wide) to control response width Allow the chat history sidebar to be collapsed to free up more roomWhy it mattersLess scrolling when reviewing long account overviews and summaries Better readability for lists, scores, and multi-section outputs Copilot is increasingly used for work that involves long outputs, so layout efficiency directly affects daily CSM productivityWho benefitsCSMs and CS Ops users who rely on Copilot for account research, call prep, and CTA workflows, especially on large monitors. Wed, 28 Oct 2026 00:12:54 +0100 https://communities.gainsight.com/ce-skilljar-by-gainsight-18/student-manager-progress-32089 I’m curious to know how are other companies managing Student Manager Requests? I have approximately 2,500 customer groups, and they want visibility into their students' progress. I don’t want to give them access to do any enrollments and I wish there was a way to pull reports for the whole group using this, rather than just individuals. How to other people handle similar requests and be able to scale these requests long term? CE & Skilljar by Gainsight Tue, 27 Oct 2026 22:36:16 +0100 https://communities.gainsight.com/cs-beginner-admins-in-training-177/upcoming-admin-vilts-last-chance-for-2026-32088 Hi friends,We’re wrapping up the year with one last round of Admin training, and I know it’s short notice. Our Admin Practical VILTs run over the next two weeks, followed by the Admin Experiential courses on Tuesday, November 17 and Wednesday, November 18. You can see the full schedule and sign up on the Education calendar.For users new to the Gainsight Admin role, we recommend taking the following 6 core courses and in the sequence below:Admin Practical - Understanding Data Management Admin Practical - Using the S3 Connector Admin Practical - Rules Engine Basics Admin Practical - Rules Engine Deep Dive Admin Practical - Digital Journey Basics Admin Practical - Create Dynamic Programs with Journey OrchestratorAdditionally, you can choose from the following optional courses:Admin Practical - Scorecards Admin Practical - Data Designer Admin Practical - Report Builder Basics Admin Practical - Reports & Dashboards Deep Dive Admin Practical - Adoption Explorer Admin Practical - Designing Effective SurveysAnd for Admins with a little more experience, who are looking to practice their skills:Admin Experiential - Mastering Data Preparation Admin Experiential - Design, Build, and Refine Dynamic Programs Admin Experiential - Configure Processes to Reduce Risk and ChurnDon’t forget, your existing training credits can be used for any of these courses. Not sure if you have any left? Reply here or message me and we’ll find out together. And if you’re out of credits, reach out anyway, because we have some discounts available.Hope to see you there, and thanks!Brian Holmes CS: Beginner Admins in Training Tue, 27 Oct 2026 21:14:24 +0100 https://communities.gainsight.com/meetings-office-hours-3/tuesday-us-admin-office-hours-cs-platform-oct-27-2026-1pm-pt-2pm-mt-3pm-ct-4pm-et-pre-session-thread-32086 Hello everyone!This thread is for our upcoming Tuesday US Admin Office Hours session, Tuesday, October 27, 2026 at 1pm PT / 2pm MT / 3pm CT / 4pm ET.Please submit your questions below as replies to this post in advance if you can, and we'll address them during the session (or if there’s a quick answer available, we’ll post as replies to the questions).There is no need to register for these sessions - you can join at any time. Once the session is underway, I will go in order of questions posted below first, then field questions from anybody else who has joined as well. Look forward to talking with you!Conference Details (Zoom):Tuesday, October 27, 2026 at 1pm PT / 2pm MT / 3pm CT / 4pm ET Join Zoom Meeting:https://gainsight.zoom.us/j/91309361364?pwd=PvFiHJ5a1urGo5Lj9IJiBQ7Qi5UUmE.1&jst=2 Meeting ID: 913 0936 1364Passcode: 292293 For dial-in info by your location, find your local number: https://gainsight.zoom.us/u/ac3pr3Vfwk Meetings & Office Hours Tue, 27 Oct 2026 16:46:40 +0100