https://communities.gainsight.com On the Forum you can ask questions or take part in discussions. https://communities.gainsight.com/ideas/gainsight-home-more-flexibility-on-summary-ribbon-placement-14002 This would hopefully be an easy fix, but what may come as a surprise to some is that the Summary Ribbon may not always be the first thing someone wants on their GS Home Page.For example, we have some “help text” on our dashboards (e.g., brief explanation of what you’re looking at, links to enablement and support docs, etc.) via text widgets. We would do something similar on our GS Home layout and would want that at the very top. Unfortunately, if the Summary Ribbon is enabled that can ONLY sit at the top of the page - this doesn’t make sense from a workflow perspective. For new/first time users, having that context and links to other info at the top makes sense, and then have metrics, attributes, highlights, etc and the ensuing reports flow after that. Having summary KPIs, then a text block, and then the rest just doesn’t make sense ALL of the time.So having more placement flexibility would be great. It also has the benefit of giving us an experience more consistent with Dashboards, which users are already used to. Wed, 05 Aug 2026 07:44:57 +0200 https://communities.gainsight.com/ideas/enhance-dashboard-management-with-folder-structure-and-sorting-31486 As our Gainsight PX implementation grows, managing dashboards becomes increasingly difficult. Currently, there is no way to organize dashboards into folders or control the order in which dashboards are displayed.For teams with a large number of dashboards across Product, Customer Success, Engineering, and Leadership functions, finding the right dashboard can be time-consuming and inefficient.It would be helpful if Gainsight PX provided:Dashboard folders for grouping related dashboards Custom sorting or manual ordering of dashboards Options to pin or prioritize frequently used dashboardsThis enhancement would improve usability, dashboard discoverability, and overall dashboard management for organizations with large PX deployments. Wed, 05 Aug 2026 07:11:42 +0200 https://communities.gainsight.com/ideas/enable-one-to-many-relationship-between-user-and-account-in-gainsight-px-31485 Currently, Gainsight PX primarily supports a one-to-one association between a User and an Account. However, in many real-world B2B SaaS environments, a single user may belong to or interact with multiple accounts within the same product.Today in PX, it is difficult to understand the complete account footprint of these users because a User is not associated with multiple Accounts.It would be valuable if PX supported a one-to-many User-to-Account relationship, allowing a single User record to be linked to multiple Accounts. When viewing a User profile, PX should display all associated Accounts and the user's activity across those Accounts.This would provide a more accurate view of engagement, reduce duplicate user records, and improve reporting, segmentation, and product usage analysis for organizations with shared or multi-account users. Wed, 05 Aug 2026 07:07:29 +0200 https://communities.gainsight.com/product-updates/skilljar-gainsight-customer-communities-integration-one-destination-for-learning-and-connecting-30842 Your learners shouldn't have to remember which tab has their courses and which one has the community. They shouldn't have to log in twice, search in two places, or lose their place every time they switch. That friction is real and it quietly chips away at engagement every day.That's why we built the Skilljar + Gainsight Customer Communities Integration, apart of Gainsight’s Digital Customer Hub. Shared customers can now connect both platforms into a single, seamless learning experience.  Unified Login & ProfileLearners sign in once through their Gainsight CC SSO and get instant access to both Community and Academy. Think about your new customer onboarding flow. Right now, a new user lands in your Community to meet other customers and get oriented, then they hit a wall the moment they try to access training. A separate login, a new password, another account to manage. That's friction at the exact moment you need momentum most. By being logged into both platforms, and with shared navigation enabled, users also have a Unified Profile. The Community profile replaces the native Skilljar profile, so users see one consistent identity as they move between Academy and Community. Skilljar-specific details like course progress and certifications are still accessible through "My Learning" in the profile menu.🧭 Unified NavigationCommunity branding and navigation can now be embedded directly inside Skilljar Builder Pages. Learners move between training and community content without ever feeling like they've left.Here's a scenario your learners live every day: they're halfway through a course, hit a question, and want to see if someone in the community has already answered it. Today, that means opening a new tab, logging in again, and trying to pick up where they left off in your Academy.  Federated SearchOne search bar = results from both Skilljar and Community. Learners find the course, article, or discussion they're looking for, wherever it lives.When a customer searches "how do I…," the answer might be in a Skilljar course, a Community discussion thread, or both. Right now they have to check each place separately and if they don't find it on the first try, most give up and open a ticket.Federated Search surfaces everything in one result set. Customers self-serve faster, your support team handles fewer repeat questions, and the training content you've invested in actually gets discovered.  Education Widgets in CommunityYou can now embed Skilljar content directly on your Community pages, complete with progress bars, thumbnails, and customizable layouts.Your Community is already where customers go to stay current on your product. When you post a new feature announcement, that's prime real estate to say "here's the course that shows you how to use it." Without this integration, that connection never happens, instead it goes something like: the update goes out, customers read it, and the training stays locked in your Academy.Education Widgets let you embed the right course next to the right conversation. Your community homepage can greet new members with a "Start here" learning path. Admins configure everything directly from the Community widget library, no code required. What’s NextThis is the first step toward a fully connected learning and community experience. We're already working on what comes next: deeper personalization, richer profile data across platforms, and more ways to reward engagement across both spaces.For now, connect your Skilljar and Gainsight CC instances and see what it feels like when your Academy and Community work as one. Get StartedTo get started, our Help Article walks you through setting up a short enablement session with our team. Once the initial connection is in place, admins configure everything else on their own. Help Article Release Notes  Wed, 05 Aug 2026 04:16:46 +0200 https://communities.gainsight.com/customer-communities-cc-17/is-it-possible-to-display-the-actual-date-a-post-was-created-vs-xx-days-ago-31483 I’d like to display the date (Month, day, year) of each post vs. “21 days ago.” In other words, a date stamp or a timestamp?Is there a setting I’ve missed that will make that change?  Customer Communities (CC) Wed, 05 Aug 2026 00:04:01 +0200 https://communities.gainsight.com/customer-communities-cc-17/content-helpfulness-widget-location-31482 Hi y’all,It looks like our content helpfulness is now on the sidebar. Shouldn’t it be at the bottom of the article. ? I do not find a setting for it being here but would very much like to move it back.   Customer Communities (CC) Tue, 04 Aug 2026 23:28:04 +0200 https://communities.gainsight.com/ideas/customize-ai-summaries-answers-31481 We’d love to remove product feedback/ideas from the AI Summaries and answers as those are not the best first stop for users when asking a question Tue, 04 Aug 2026 22:50:04 +0200 https://communities.gainsight.com/ideas/goals-ui-improvements-31480 This is all direct feedback from a CSM who participated in an internal UAT on Customer Goals.#1 - the "recently added" highlighted section makes it look like there are 2 goals instead of one. This is confusing, especially since 2 goals were created instead of 1, so it looked like 3 goals.#2 - if no CTA is available, then "associate to CTA" should not be an option; it was confusing when I was directed to a blank CTA screen and then had to cancel and create a new CTA.#3 - see comment for #2; applies to Success Plans as well. Tue, 04 Aug 2026 22:20:34 +0200 https://communities.gainsight.com/ideas/allow-reorder-of-note-templates-31479 Please allow us to be able to reorder the sequence of Note Templates. It’s currently based on creation I think. I want to change the sequence to be more logical and can’t. Tue, 04 Aug 2026 22:19:07 +0200 https://communities.gainsight.com/meetings-office-hours-3/tuesday-us-admin-office-hours-cs-platform-aug-4-2026-1pm-pt-2pm-mt-3pm-ct-4pm-et-pre-session-thread-31474 Hello everyone!Apologies for the late post today! This thread is for our upcoming Tuesday US Admin Office Hours session today, Tuesday, August 4, 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, August 4, 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, 04 Aug 2026 21:27:51 +0200 https://communities.gainsight.com/ideas/make-timeline-cloning-available-on-sp-cta-timeline-31478 Currently you have to use the account or overall timeline to clone activities. It would be helpful to have the same feature available for activities created within a SP or CTA Tue, 04 Aug 2026 20:51:43 +0200 https://communities.gainsight.com/ideas/improvements-for-journey-analytics-dashboard-31477 The new dashboard released by gainsight is very helpful but I want to make suggestions that may make it a bit more end user friendly:Turn the programs global filter to a picklist - most of our end users don’t know the name of the program since it’s on the back end give admins the ability to pre-filter which programs are available - we have internal programs that we do not want to be surfaced in this dashboard, I want to take away the ability for our end users to select them within the programs filter Tue, 04 Aug 2026 20:49:32 +0200 https://communities.gainsight.com/customer-communities-cc-17/limited-internal-access-to-artifacts-created-using-gainsight-connector-mcp-31452 Hello! I created a artifact/dashboard via Claude for our client success team that is pulling community user data through the Gainsight connector / MCP. However because the CSM team isn’t a community manager or admin in the backend of the Gainsight Community they can’t see the artifact/dashboard (their community connector access is very limited without one of those roles assigned). I don’t want to give them all that access since it’s a lot of people and they shouldn’t have full editing access. Giving them the primary role of “moderator” would be a good fix. Is this possible? how does one even go about getting this changed?  Customer Communities (CC) Tue, 04 Aug 2026 20:19:22 +0200 https://communities.gainsight.com/training-certification-4/new-in-gainsight-university-train-the-trainer-gainsight-launch-training-for-staircase-ai-teams-31476 Great news for Staircase trainers! We’re excited to launch a new Train the Trainer: Gainsight Launch Training for Staircase AI Teams course on Gainsight University! This self-paced course took the best of our instructor-led Train the Trainer program and made it available on demand. It’s designed to give trainers and learning professionals the strategies and tools they need to plan, deliver, and sustain effective Staircase AI end user training.Here's what's included: Staircase End User Training Best PracticesLearn how to align leadership, identify power users, and prepare your team before training day. Designing and Delivering Engaging Training SessionsExplore a demo-first approach and a recommended agenda that connects Staircase features to real CSM workflows. Driving Adoption and Sustaining EngagementDiscover how to build accountability loops, maintain feedback channels, and roll out features in phases to keep users engaged after launch. Keeping Your Content CurrentFind out how to stay on top of Staircase product releases and keep your training materials accurate over time. Why Take This Course?Train with confidence: Walk into any end user training session with a clear plan and a proven approach. Drive real adoption: Go beyond the kickoff and build the habits that keep your team engaged with Staircase long term. Ready to get started? Enroll today! Enroll Now on Gainsight UniversityKnow a Staircase trainer who hasn't had the chance to go through instructor-led training? This course is a great place to start. Share it with anyone on your team who is responsible for onboarding or training CSMs on Staircase AI. Training & Certification Tue, 04 Aug 2026 19:54:03 +0200 https://communities.gainsight.com/dashboards-46/everything-you-need-to-get-started-with-analytics-and-reporting-18912 Do you want to learn about Analytics and Reporting, but don't know where to start? Well then you have found the right place! :) Attached to this document you can find a guide which walks you through all the different options and best practices when it comes to Analytics and Reporting. We have included a number of additional tips, so if you want you can also take it to the next level! Any questions around this? Struggling with setting up your reporting? Feel free to ask us and we will help you out! Dashboards Tue, 04 Aug 2026 19:12:03 +0200 https://communities.gainsight.com/ideas/apply-global-search-configuration-to-the-gainsight-home-calendar-widget-31473 Our organization primarily works from Relationship records, not Company (C360) records. We recently configured Global Search to return only Relationships, which significantly improved the user experience by reducing irrelevant search results and helping users find the right records fasterIt would be valuable if the Gainsight Home Calendar Widget could leverage the same search configuration settings as Global Search. This would provide a more consistent experience across the platform and further reduce user friction.Benefits:Consistent search experience across Gainsight Faster access to the correct Relationship records Reduced clutter from irrelevant Company results Better support for relationship-centric deploymentsWould love to see admins able to control Calendar Widget search behavior using the same configuration options available in Global Search. Tue, 04 Aug 2026 17:10:49 +0200 https://communities.gainsight.com/ideas/enhancement-for-gainsight-on-mail-manager-ui-for-each-sender-group-send-31472 CSMs need to see if how close they are to the monthly 10k sending limits but currently cannot. Adding monthly Global Filter would allow them to track this, whereas quarterly values would be relevant for managers tracking the adoption of the tool. Tue, 04 Aug 2026 16:38:02 +0200 https://communities.gainsight.com/ideas/need-a-list-of-all-scheduled-reports-24223 Hi,There was an issue with scheduled reports the week of 4/29/2024 where no one was able to open up reports from the email they received. In order for us to understand impact and let our partners know, it would have been great to have a report or dashboard listing all scheduled reports. With the current solution, we had NO WAY of knowing which reports were scheduled and who would be receiving them.We NEED a way to see: all scheduled reports, who is receiving them, what their schedule is and next delivery date.Example of what happened on week of 4/29/2024 is below.   Tue, 04 Aug 2026 16:11:46 +0200 https://communities.gainsight.com/ideas/configurable-activity-type-for-gong-staircase-integration-31471 We need a way to configure the default Timeline Activity Type (e.g., mapping to a custom type like "Virtual Meeting") for engagements imported via the new Gong / Staircase AI integration. Current Behavior: Calls synced through the new Gong / Staircase integration automatically default to the standard "Meeting" Activity Type in Timeline. There is currently no setting to change the default. Previous Behavior: The previous Gong / Gainsight integration allowed admins to explicitly define which Activity Type imported Gong calls should map to upon creation. Lumping all engagements into a generic "Meeting" type prevents us from accurately tracking and segmenting CSM touchpoints (e.g., differentiating between In-Person Meetings, Phone Calls, and Virtual Meetings). Our leadership team relies on accurate activity breakdown reporting to evaluate customer engagement channels. Tue, 04 Aug 2026 15:59:30 +0200 https://communities.gainsight.com/product-updates/skilljar-gainsight-customer-communities-integration-enhancements-31461 When we launched the Skilljar + Gainsight CC integration earlier this year, it connected your Academy and Community into one experience—unified login and navigation, education widgets on community pages, and federated search. These updates take that foundation further and make the integration work for more of your users.Federated Search on Classic Catalog PagesFederated search now works on Skilljar's Classic Catalog Pages, not just modern Builder Pages. When added, the search banner replaces the hero banner on Classic Pages and delivers the same unified search experience, pulling results from both Skilljar and Gainsight Customer Communities in one place.Learn MoreAdding Federated Search to Classic Pages is done in Domain → Display SettingSkilljar VILT Event Widgets on Community PagesTwo new widgets are now available in the Community widget library under the Education category, right alongside the existing Skilljar Course and Learning Path widgets. These are purpose-built for virtual instructor-led training (VILT) events:Upcoming Events: Promotes events a user hasn't registered for yet, helping drive discovery and enrollment directly from Community pages. Registered Events: Reminds users about events they've already signed up for, keeping attendance top of mind.If you're running live training alongside on-demand courses, these widgets let you surface that content where your Community members are already spending time. Admins can add them to any Community page, just like the existing Education widgets.Learn More(Left) Widget to register for upcoming event, (Right) widget for registered eventSkilljar Widget Configuration ImprovementsWe've cleaned up how admins configure Skilljar content widgets in Community. The configuration panel on the right side of edit mode has been reorganized so all options are grouped more clearly in one place, making it faster to find and adjust settings.We also updated the copy on course tile toggles to make the labels more self-explanatory. Default settings are set to show everything, and admins can untick options to hide specific elements from the widget tile. These changes apply across all widgets that display Skilljar content, including enrolled Courses and public Learning Paths.Learn MoreImproved Skilljar widget configuration in Gainsight CCSearch reaches more pages, Community features live Skilljar training, and setup takes fewer clicks. If you’re already using the integration, let us know what you think! Getting StartedRelease NotesHelp ArticleGot questions? Drop them below Tue, 04 Aug 2026 15:57:34 +0200 https://communities.gainsight.com/ideas/please-make-the-managing-of-shared-reports-an-easier-experience-15961 I love the share reports feature in Reports, but I am hoping some updates can be made to the usability of this feature so that managing shared reports is an easier and more enjoyable experience.1). When I navigate to the Manage tab to adjust existing sharing settings for users, I can’t make edits to it as it’s greyed out. If I wanted to make a change, I need to create a new “Share”. This then creates issues with the older report links shared out with a message saying “Unable to access the link.” Usability would greatly increase if admins had the ability to edit existing shares (i.e. remove a user(s), add a user(s) edit the sent time for scheduled reports, etc.)2). When trying to delete a singular sharing setting, it deletes the rest of the existing sharing settings as well and not just the one I want to actually delete. This means I have to re-add all of the existing sharing settings on the report from scratch. It would be super useful if an adjustment could be made where selecting “Delete” on one action only deletes that one action, not all of them.Thanks!  Tue, 04 Aug 2026 15:52:14 +0200 https://communities.gainsight.com/ideas/allow-associated-persons-to-be-displayed-as-a-column-in-cockpit-admin-defined-views-31366 We utilize the Associated Persons feature in Cockpit and see a lot of value in associating the relevant customer contact(s) to a CTA. However, one key limitation is that Associated Persons cannot be displayed as a column in Admin Defined Views.Today, a CSM must open each CTA to see who the CTA is associated with. For organizations that create person-centric CTAs (such as onboarding contacts, low usage users, champions, or executive sponsors), this adds unnecessary clicks and makes it more difficult to prioritize work.It would be extremely valuable if Gainsight allowed Associated Persons to be selected as a column in Cockpit Admin Defined Views.Potential benefits:Allow CSMs to immediately identify which customer contact a CTA relates to. Improve efficiency by reducing the need to open CTAs just to identify the associated person. Increase adoption of the Associated Persons feature by making the information visible where CSMs spend most of their time. Better support person-centric workflows such as onboarding, adoption, renewals, and dormant user outreach.Possible enhancements:Display the primary associated person by default. If multiple people are associated, display the first person's name followed by "+X more" (for example, John Smith +2). Allow filtering and sorting by Associated Person within Cockpit views.As Gainsight continues to expand person-centric capabilities, surfacing Associated Persons directly in Cockpit would make the feature significantly more useful for day-to-day CSM workflows. Tue, 04 Aug 2026 14:39:47 +0200 https://communities.gainsight.com/platform-styling-51/configure-mega-menu-widget-in-destination-19862 Last Updated On: February 24, 2026This article helps community managers and administrators set up the Mega Menu widget in customization mode in Destination.Overview Configure Mega Menu Widget Configure Content Configure Segment Visibility Configure Dropdown Menu for Custom Pages Configure Image Configure Layout Configure Style OverviewThe mega menu bar in the community serves as the main navigation for your community users. This menu bar helps users to access primary sections of your community effortlessly. You can configure the mega menu bar through its widget in customization mode in Destination. Configure Mega Menu WidgetThe MEGA MENU widget contains four sections: CONTENT, IMAGE, LAYOUT, and STYLE. Each section allows you to configure the navigation elements and set your preferred style of the mega menu bar.Configure ContentThe CONTENT section displays a list of out-of-the-box and customized pages created in Control. This section helps your community users easily access main pages of the community.To configure the CONTENT section:Log in to Destination. Click Edit Layout. The customization mode is activated.   Hover on the Mega Menu widget. Click the pencil icon. The Mega Menu slide-out panel appears.   Expand the CONTENT section. The list of community modules appears. In the CONTENT section, you can perform the following actions: Edit the display names of the existing modules. Manage the visibility of each item using the eye icon. Reorder the page display sequence using the drag-and-drop operation. Add custom links. To add: Click Add custom link. A custom link panel is added. In the custom link panel, provide the Name and URL of the custom link. (Optional) Select the Open in new tab checkbox.   Click DONE. Click Publish. The changes are published and visible to community users.   Configure Segment Visibility Each item in the Mega Menu can be configured to be visible to specific community users. This empowers you to create a personalized experience on your site by displaying specific pages only to targeted user segments. With this feature, you can curate your page layouts based on roles, behaviors, or even anonymous (guest) access, leading to improved content relevancy, engagement, and user satisfaction.PrerequisitesTo control the user view, the admin must first create segments to assign the pages. For more information on how to create segments, refer to the Segments article.To assign pages from the Mega Menu to segments:Log in to Destination. Click Edit Layout. Hover on the Mega menu widget. Click the pencil icon. The MEGA MENU slide-out panel appears.   Expand the page you want to add to the segments. Turn on the User Segment Visibility toggle. Click +Add User Segment.   From the downtown list, select the user segments to be associated with the navigation item. Click Apply.     Click Done. Click Publish to accept the new changes.Configure Dropdown Menu for Custom PagesCommunity managers and admins can add a dropdown list for custom pages in Destination. This empowers you to curate your page layouts depending on requirements.For example, a main page called Products can contain a list of all the sub-products along with their URLs to redirect users to the product specific pages.To configure dropdown list for custom pages:Log in to Destination. Click Edit Layout. Hover on the Mega menu widget. Click the pencil icon. The MEGA MENU slide-out panel appears.   Expand the custom page where the dropdown list is to be added. Turn on the Dropdown toggle.     Click the Settings icon. The DROPDOWN SETTINGS slide-out panel appears. Click +Add Item. Enter the dropdown item as required. (Optional) Click the Plus icon to add child items to the dropdown list. Click Done. Click Publish to save the changes.  Configure ImageThe IMAGE section allows you to display a desired visual next to the navigation elements. It can be your company or community logo or any image you would like to upload.To configure the IMAGE section:In the Mega Menu widget, expand the IMAGE section. Select one of the following options: Display logo inherited from Branding: This option populates the logo assigned in the Branding configuration options.   Display a different image: This option allows uploading an image from a local drive. To upload the logo image. Click Upload Image. Select and upload the image from your local drive. (Optional) Crop the image as required. Click Save.    No image: This option does not display any image in the navigation bar.   Click DONE. Click Publish.Configure LayoutThe LAYOUT section allows you to choose how the navigation pages appear in the Mega Menu widget.To configure the LAYOUT section:In the Mega Menu widget, expand the LAYOUT section. Select one of the following options: Default width: This option lists navigation pages across the content width on the community page. 100% width: This option lists navigation pages across the entire width of the community page.   Click DONE. Click Publish.Configure StyleIMPORTANT: With release of the STYLE section in the Mega Menu widget, the Customization > Navigation page in Control is deprecated. Users with access to Control can make changes in the color styling through this widget.The STYLE section allows you to change the color styling of texts, icons, border, and other elements in the Mega Menu widget.To configure the STYLE section:In the Mega Menu widget, expand the STYLE section. In the STYLE section, the following options are available: Background color: Sets the background color of the Mega Menu widget. Menu text and icon color: Sets the color of the text and icons appearing in the widget. Select the Use text color checkbox to revert to the default Text color set in the Theme > Colors configuration. Top Divider: Sets the top border color of the widget. Select the Use border color checkbox to revert to the default border color. Bottom Divider: Sets the bottom border color of the widget. Select the Use border color checkbox to revert to the default border color. Misc. Elements: Sets the text color for login and registration text (when logged out), and text for create and icon (when logged out). Select the Use brand color checkbox to populate color from the Branding configurations.   Click DONE. Click Publish.If you have any queries or feedback, please drop an email to docs@gainsight.com or post a reply to this article. Platform Styling Tue, 04 Aug 2026 14:16:06 +0200 https://communities.gainsight.com/ideas/nested-public-comments-19885 Our community and likely other community groups could benefit from having nested responses that are public rather than only communicating through private message. The purpose of our community is to have members learn not just from us, but from one another as well, so it is critical that our responses to the various community members be able to be read by the community at large, else the goal of exponential learning and connectedness is impossible to achieve. It seems like a basic function to have the option for the replies we post to our members be either private or public. Tue, 04 Aug 2026 13:37:01 +0200 https://communities.gainsight.com/ideas/thread-comment-feature-in-topics-20539 It would be great if we could comment/thread on specific answers without quoting them. Sometimes the comment is for the original poster and sometimes the comment is directed to someone who answered the question. It’s important to clean this up to keep everything from being 1 long thread visually.  Tue, 04 Aug 2026 13:20:55 +0200 https://communities.gainsight.com/customer-success-cs-15/survey-urls-being-removed-by-customer-email-security-tools-31392 We're looking for guidance and best practices regarding customer survey invitations sent through Gainsight. We've noticed specifically in the last month that many of our customers' email security tools appear to be rewriting, scanning, or stripping survey URLs, which has dramatically affected recent survey participation. Based on the research I have done, this is a widespread problem currently impacting all survey tools in the market.Anyone else noticing something similar and how are you addressing this?  Customer Success (CS) Tue, 04 Aug 2026 12:58:40 +0200 https://communities.gainsight.com/ideas/show-more-data-in-company-search-results-in-gs-assist-conflict-resolution-pop-up-12764 We’ve experienced an issue with some select Companies where one recipient may be listed at multiple Companies with identical names. While this in itself is not ideal, our SFDC configuration requires it and I’d prefer to maintain parity between SFDC and Gainsight. Since the Company names are identical, our end users have no way to confidently select the correct Company in the conflict resolution pop-up when emailing one of these contacts through the Gainsight Assist email plugin. This problem would be far less of an issue if we had some additional data displayed along with the Companies in that pop-up which identified the Companies. GSID comes to mind, but is very long. If you could allow end users (or admins) to configure the search results in Assist in the same way that we do in Gainsight itself, we could add fields from Attributes at will. See excellent recreation below for reference...   Tue, 04 Aug 2026 12:24:03 +0200 https://communities.gainsight.com/ideas/360-in-sidebar-add-company-status-25915 I understand that space is limited and there are some companies with long names, but status is such a critical piece of information that it seems like an oversight that it's not included in the C360 in Sidebar.There is some valuable real estate available that could be used to add the Status Edit: I didn’t know that Status wasn’t a mandatory field. So, as stated in the comments, please consider this as an admin-enabled option. Thanks,  Tue, 04 Aug 2026 11:19:45 +0200 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 Tue, 04 Aug 2026 10:31:40 +0200 https://communities.gainsight.com/ideas/allow-timeline-activities-to-be-cloned-4462 Right now, CSMs have to add a lot of the same information into Timeline Activities when they're creating them for the same account. A lot of them have requested that they be cloneable and then editable (similar to the functionality for rules). Tue, 04 Aug 2026 08:30:07 +0200 https://communities.gainsight.com/ideas/ability-to-associate-timeline-entry-to-success-plan-15019 Our CS team monitors adoption, risk, ROI, etc. through Success Plans. It would be extremely helpful to their workflow to be able to associate Timeline Activities to a Success Plan (instead of just a CTA, Company, or Relationship), especially when creating a Timeline Activity from something like the GS Zoom App. Tue, 04 Aug 2026 08:29:46 +0200 https://communities.gainsight.com/ideas/ability-to-pin-a-timeline-activity-7669 Our client timelines are reviewed by a number of different users, from CSMs to Management to others who support the account and need to quickly sift through Timeline activity notes to pull details for QBRs. It would be helpful if the CSM could pin a particular Timeline activity to the top of the Timeline to flag for review by others. So for example, if the CSM logs an update, he/she would include the most important points in that activity so others don't have to spend time reading all of the long email chains, etc. just to get to what they need, while CSMs won't need to change their process of logging activities. Tue, 04 Aug 2026 08:28:25 +0200 https://communities.gainsight.com/ideas/admin-defined-views-for-timeline-12350 Gainsight Admins should be able to “push” views to Timeline, the same way they can Cockpit views today.  Here are a few use cases:Authored by Current User and Company is not managed as Customer Help CSMs find activities where they selected the wrong account and update with the correct account information Creating a view for all accounts within a hierarchy Helps CSMs with complex account hierarchies find all Timeline activities for the parent and child accounts Tue, 04 Aug 2026 08:28:09 +0200 https://communities.gainsight.com/ideas/copilot-object-links-open-new-browser-tab-with-gainsight-login-page-31464 We use the Salesforce Console view of Gainsight.  When copilot links a Timeline Activity or CTA, the link opens in a new browser tab with a login screen instead of opening within the console.  Please update the linking behavior. Tue, 04 Aug 2026 08:12:32 +0200 https://communities.gainsight.com/導入フェーズ-388/データの準備とコネクターの接続-24301 Gainsightでは様々なデータの取り込み方が可能です。製品特化型コネクター Amazon S3 コネクター Gainsight APIこちらの動画で詳しく説明いたします。 プロジェクト開始前に対象となるCRMコネクターの接続をお願いいたします。以下ご参考リンクですSalesforceコネクター Hubspotコネクター Dynamicsコネクター上記以外の方法で顧客データを取り込む場合にはGainsightメンバーより改めてご連絡をいたします。   導入フェーズ Tue, 04 Aug 2026 07:26:41 +0200 https://communities.gainsight.com/ideas/allow-all-timeline-activities-to-be-pinned-31468 I noticed recently (and had support confirm) that only activities that are created directly on the C360 can be pinned.This limitation becomes especially goofy in the following example, where the top activity in the screenshot is associated manually in the Timeline activity to a CTA. The bottom activity is associated with the exact same CTA but was logged originally on the CTA Timeline rather than after the fact.The top CTA is able to be pinned. The bottom one is not. This feels inconsistent and is hard to explain to our CSMs, especially when we’ve been coaching them to put their important Timeline entries directly on the CTA or Success Plan when applicable.   Mon, 03 Aug 2026 23:42:36 +0200 https://communities.gainsight.com/customer-success-cs-15/e-mail-alerts-for-surveys-31467 Hi!I know you can trigger a CTA to be assigned when clients fill out a survey, but is there a way to send an email notification when it is filled out?For instance, the management team wants to know when a client fills out a GS survey on our website so they can take a look at the responses prior to letting the CSM’s know. Was hoping there was a way to alert them via e-mail instead of creating a CTA.Thanks! Customer Success (CS) Mon, 03 Aug 2026 21:12:30 +0200 https://communities.gainsight.com/ideas/follow-a-tag-27900 The following option should also be extended to tags.Why? Sometimes the posts are created in a wrong place, category. Following a tag increases your chances of being notified about topics you're interested in. Mon, 03 Aug 2026 20:28:10 +0200 https://communities.gainsight.com/ideas/timeline-pinning-should-not-require-timeline-editing-permissions-31453 Hi,This new feature is virtually unusable because it is dependent on Access Permissions Timeline Edit Activity enablement. I cannot afford to give hundreds of users access to edit ALL Timelines just so they can pin important activities. The permissions for pinning should mimic the permissions for cloning. Meaning, the toggle ON/OFF button in Timeline General Settings should control if pinning is allowed globally. Just like how it works for Cloning. These are enabled in the same place so should behave in the same way.If your intention was to allow flexibility for permission bundles, then make it its own permission.Forcing people to somehow know they need to go into Permissions for one over the other is not a good user experience.  Mon, 03 Aug 2026 19:49:48 +0200 https://communities.gainsight.com/community-news-2/what-s-your-go-to-mcp-prompt-share-it-with-the-community-31433 Hi everyone! I’m excited to announce that we just launched our Gainsight MCP Prompt Library. The library is a growing collection of ready-to-use prompts and skills built for Gainsight's MCP servers, so you're not starting from scratch every time. Explore the prompt library But here's the thing...The most useful prompts and skills come from people actually using these tools day to day, figuring out what works and what doesn't.If you've found a prompt that saves you time, surfaces something useful, or just fits neatly into how you work - we'd genuinely love for you to share it here. Drop it in the comments with:What it does: A quick description of the use case The prompt itself: Copy/paste ready Which product: Customer Success, Staircase, Skilljar, Customer Communities, or Product ExperienceThe more people share, the more useful this becomes for everyone.We'll also be featuring standout community prompts in the library over time, so this is a real chance to get your workflow in front of the broader Gainsight community. And for those who are not using the MCP yet or still getting started, we’ve got you covered! The AI Learning Hub is a great place to begin. Can't wait to hear about what you're all building. Community News Mon, 03 Aug 2026 18:46:29 +0200 https://communities.gainsight.com/customer-communities-cc-17/user-profile-last-edit-date-via-api-31462 Hey,Is there a way to pull via API when a user profile was last updated?Or even better, when a specific profile field was last updated? I am thinking of building a widget that would prompt a user to update their profile every X months since the last update. Customer Communities (CC) Mon, 03 Aug 2026 18:37:21 +0200 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 Destination  Overview 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 Mon, 03 Aug 2026 18:05:54 +0200 https://communities.gainsight.com/ce-skilljar-by-gainsight-18/before-you-build-6-things-to-sort-out-first-from-the-pre-work-guide-31016 Hello all,A lot of people start their Skilljar setup and hit avoidable friction early on - not because the platform is hard, but because they didn't have a few things ready before they logged in for the first time.Here are the 6 things the Pre-Work Guidebook suggests sorting out before you start:Gather your brand assets: Your logos, hex codes, favicon. Have them in one folder before you touch the dashboard. Choose your training domain name: Keep it simple, memorable, and recognizable. You can't easily change this later. Decide your sign-in approach: Native signup forms are the recommended starting point. SSO can come later. Round up your existing content: Slide decks, videos, PDFs. You don't need to be polished, just gathered. Identify your team: Dashboard admins, SMEs, a marketing contact, and an internal champion. Define your Primary Audience: Before you build anything, get clear on who your learners are. Job role, level of experience, what they need to be able to do after training. Everything — your content, your structure, your site - gets easier when this is decided first.Which one of these took longer than expected? Do you have any tips for speeding it up? Or is there a 7th thing you'd add to this list?   CE & Skilljar by Gainsight Mon, 03 Aug 2026 17:30:38 +0200 https://communities.gainsight.com/staircase-ai-by-gainsight-302/staircase-newsletter-july-2026-31446 Staircase July 2026 We’re excited to share the 2026 insights from across the Gainsight. Inside, you’ll find updates designed to help you learn, connect, and grow. We hope you enjoy exploring what’s new, discovering fresh ideas, and finding meaningful ways to engage with the broader Gainsight family as we continue to grow together.Let’s dive in! New: Webhook Notifications for Real-Time AutomationStaircase AI now supports webhooks as a notification destination, so you can trigger automated actions in external systems the moment a signal is detected. No more delays from scheduled integrations or manual checks. Configure your webhooks under Configurations, validate with a test notification, and connect to the tools your team already uses.Learn more about Webhooks Full Visibility into Team Feedback ActivityAdmins now have a dedicated report to see all feedback submitted by their team across the platform, from sentiment corrections to lifecycle event deletions to comments on AI-generated summaries. Every entry includes the feedback type, date, user, and both the previous and updated values, so you always know how your team is shaping Staircase AI's outputs. Ask Staircase Answers Just Got More PreciseA new filter icon inside the Ask Staircase input box lets you control whether active filters apply to your query, toggling between scoped and broader responses without leaving the chat. Filter by tier, owner, renewal date, health score, lifecycle event, and more to get answers grounded in exactly the right slice of your book of business.Learn more about Ask Staircase  Churn Insights, Right Where Your Account Data LivesThe Accounts Overview report now supports an Issues field, giving you a more complete picture of churn risk alongside your existing AI Churn Analysis data. Spot and prioritize at-risk accounts in one place without jumping between reports.View the full release notes  Switch Between Subtopic and Account Views in the Topics ReportIf you're using the Topics report to understand what customers are talking about, you now have two lenses without leaving the report.The Accounts metrics tab lets you toggle between a subtopic breakdown and account-level data for any topic — and your filters stay applied across both views. That means you can spot a spike in a topic, switch immediately to see which accounts it's coming from, and act on it without losing context or waiting for a reload.Worth building into your weekly review workflow if you're using Topics for proactive account monitoring.Read the full guide  Did You Know There's a Gainsight Admin Slack Community with an #ai-skills Channel?If you've been building AI skills for the Gainsight product family and looking for a place to share and learn from others doing the same — there's already a community for it.Community member Hailey asked about the #aiskills channel mentioned during office hours, and the answer revealed a resource many Staircase and CS admins may not know exists: the Gainsight Global Admin Slack community, where admins share sanitized versions of AI skills they've built across the Gainsight product family. The #ai-skills channel is where those builds live.Community expert Bradley also maintains a public GitHub repo with admin community resources:DM Bradley directly through the Gainsight Community or reach out via the thread below.Prefer GitHub over SlackTo join the Slack community Now You Can See Who Deleted a Topic Signal — and WhenIf someone on your team deletes a topic from a customer interaction, was there any way to know it had been there? Until recently, no.Community expert Bradley raised the question: when Staircase misclassifies a signal and a user deletes it, that might be fine — but what if that signal later turns out to have been valid? Having an audit trail matters, especially in organisations where leadership scrutinises data quality.The Gainsight product team responded directly: the feature shipped within the same week as part of a new Feedback Report. It covers:Event changes Sentiment changes Summary feedback Ask Staircase feedback from teammatesBrady also flagged a practical tip worth acting on: as custom prompts for Lifecycle Events roll out, share the feedback mechanisms with your team and let them know their input will be used for prompt tuning. Their feedback shapes the model.Read the full thread 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 Register for Pulse Europe 2026Customer Education has its own track at Pulse Europe this year. If you're running a Skilljar academy, here's what's relevant to you:The Dig kicks off with peer roundtables before the main event, and Customer Education is a named group, so you'll find your people immediately. There's also a Vibe Lab for anyone who's been building with AI—bring what you've made, no deck required.40+ sessions across the main event cover what MCP actually is, how agentic CS works in practice, and real playbooks for retention and expansion.Register Today   Staircase AI by Gainsight Mon, 03 Aug 2026 17:30:26 +0200 https://communities.gainsight.com/customer-communities-cc-17/ask-me-anything-best-practices-and-tips-31408 We’re considering doing an Ask Me Anything and I wanted to get input from the community about best practices or tips you have, particularly for a topic that might be a little on the spicy side. Thanks! Customer Communities (CC) Mon, 03 Aug 2026 14:27:57 +0200 https://communities.gainsight.com/product-updates/gainsight-cc-richer-community-insights-smarter-profiles-and-more-accurate-idea-data-31457 Nine out-of-the-box Community Dashboards are now generally available, five of them have been enhanced with deeper analytics, Profile Field Mapping now supports all CS objects, and Idea Export v2 now delivers complete, all-time vote counts.Here’s What’s NewNine Out-of-the-Box Dashboards Generally Available on August 13thAll Gainsight CC customer will have access to nine purpose-built dashboards covering community activity, customer engagement, Q&A trends, and more. Each dashboard includes modern visualizations and a built-in KPI reference guide. The full set includes: Audience Dashboard Content Dashboard Engagement Dashboard Product Feedback Dashboard Q&A Dashboard Self-Service Dashboard Subscription Status Subscription Trend User Dashboard Navigate to Analytics > New Dashboards to get started.Enhanced Dashboards with Deeper Drill-Downs and Trend DataFive dashboards have been updated with new widgets, trend charts, and drill-down capabilities.Q&A Dashboard: New trend charts for questions and answers over time, plus widgets for unique questioners and best answer contributors. A new role breakdown chart shows the split between peer and employee contributions.User Dashboard: New drill-downs on registrations, posts, and reactions let you click through to individual user details. A new Active Users KPI captures anyone who posted or reacted in a given period, and three new trend charts track total active users, users with at least one post, and reaction-only users.Content Dashboard: New view breakdowns by category, content type, and group, plus a total topic views scorecard. A helpfulness votes split chart and post drill-downs round out the updates. Popular Categories and Popular Topics tables now include IDs.Subscription Dashboards: A new scorecard and trend chart track Events page subscriptions, with drill-down into individual subscribers and unsubscribers.Map Any CS Object to Community User ProfilesProfile Field Mapping now supports all available CS objects, including all standard and custom objects. Community managers can pull in data from any part of the customer record in CS, making community profiles richer and more useful for personalization and segmentation.Complete Vote History in Idea Export v2Idea Export v2 previously only included votes cast from January 1, 2021 onwards, which could cause discrepancies between exported totals and what appeared in Control. Exports now reflect the complete, all-time vote count for every idea. The previous "Historical Date Limits" note has been removed.Getting StartedDashboards are available now at Analytics > New Dashboards in Customer Communities Control. Profile Field Mapping is configurable from the User Profile Fields Mapping settings in Control. The Idea Export fix is applied automatically with no configuration required.Thank you to ​@leah.breen and ​@tiffany.oda for contributing great ideas that led to these enhancements! Idea links: Add “Total Views” Summary to the Content Dashboard in Analytics & Aggregate dashboard component for Content Helpfulness Score Check out the Release Notes for more details. Have a question for ​@Aleksandra ? Drop a comment below! Mon, 03 Aug 2026 13:06:26 +0200 https://communities.gainsight.com/ideas/we-need-to-be-compliant-with-security-settings-to-be-able-to-determine-who-can-and-cannot-download-reports-29299 As an org, we have a system in place that allows us to determine who can and cannot download reports from system.  We cannot do this within Gainsight.  While I know there may be some upcoming product release items, we truly need to be able to control this at the permission level for security compliance. Mon, 03 Aug 2026 11:11:23 +0200 https://communities.gainsight.com/ルールエンジンとデータ管理-396/gainsightデータ管理でのカスタムオブジェクトを使ったcsvデータのアップロード方法-30325  Gainsightデータ管理でのカスタムオブジェクトを使ったCSVデータのアップロード方法Gainsightコミュニティの皆さん、こんにちは！本日はカスタムオブジェクトを利用してCSVファイルからデータをアップロードする手順についてご紹介します。これにより、効率的にデータの管理が可能となり、カスタマーサクセスの業務が一層スムーズになります。カスタムオブジェクトとは？カスタムオブジェクトは、Gainsight内で特定のデータセットを管理するために設計されたユーザー定義オブジェクトです。標準オブジェクトではカバーできない特有のデータを保存するのに役立ちます。CSVデータをアップロードするメリット以下のメリットがあります。大量データの一括インポート 一度に大量のデータを簡便にインポート可能です。また、インポートしたデータをもとに他のオブジェクトのデータをルールエンジンで更新することも可能です。(直接更新は不可) データ整合性の向上 正確なデータの管理と更新が容易になります。 効率アップ 手動での入力作業が減り、時間を節約できます。 セットアップの簡易化 S3経由でのファイルアップロードも可能ですが、Cyberduckが利用できない、セットアップが難しいケースなどがあり、カスタムオブジェクト経由であればブラウザのみで操作が可能です。 CSVデータのアップロード手順ステップ1：CSVファイルの準備 作成するCSVファイルには、カスタムオブジェクトに対応するデータを含めることが重要です。 カラム名はGainsightのフィールド名と一致させておくと便利です。 ステップ2：データ管理画面のアクセス Gainsightのナビゲーションバーから「データ管理」を選択します。 新しいカスタムオブジェクトを作成するか、既存のオブジェクトを選択します。 ステップ3：データのインポート 「データ」タブをクリックします。 「レコードを追加」ボタンから「CSVファイルのアップロード」オプションを選択し、ファイルをアップロードします。 フィールドマッピングを行い、CSVのカラムと（上で準備された）Gainsightのフィールドを一致させます。 マッピングが終わったら、「CSVをアップロード」をクリックしてデータをアップロードします。​​​​​​​ まとめ以上がカスタムオブジェクトを使ってCSVデータをアップロードする方法です。これにより、データの管理がさらに簡単になり、効率的に業務を進めることができます。こちらでアップロードされた情報を既存の項目をアップデートしたい場合には、ルールエンジンを活用して取り込んだデータをマッピングすることで実現可能です！また、一括でアップロードしたデータは同様にデータ管理のオブジェクトのデータタブから一括削除が可能なため、アップロード→データ更新→データ削除→あたらしいデータをアップロードという手順で、同じオブジェクトを繰り返し利用可能です。 不明点がございましたら、お気軽にコミュニティやサポートチームにご相談ください。これからもGainsightコミュニティを存分に活用し、業務効率を向上させましょう！ ルールエンジンとデータ管理 Mon, 03 Aug 2026 06:27:58 +0200 https://communities.gainsight.com/ideas/success-plan-mandatory-fields-6994 to have the posiblity to add mandatory fields to a suceess plan Fri, 31 Jul 2026 20:02:36 +0200 https://communities.gainsight.com/ce-skilljar-by-gainsight-18/what-are-you-building-tell-us-about-your-training-program-31013 Hi everyone,One of the best parts of building in a community is realizing you're not alone, and that other people are navigating the exact same decisions and milestones you are.So let's start here:  What are you building right now? What's your initial goal for building a training program? Who are your learners? What does success look like for you in the next 90 days? We’d love to hear from you!  CE & Skilljar by Gainsight Fri, 31 Jul 2026 19:17:07 +0200 https://communities.gainsight.com/ideas/add-a-resize-handle-to-the-bottom-right-corner-of-rich-text-editor-fields-31459 Add a standard "resize handle" in the lower-right corner of rich text editor fields, allowing users to drag and resize the editing area as needed. Ideally, the editor would remember the user's preferred size during their current session. Fri, 31 Jul 2026 19:12:17 +0200 https://communities.gainsight.com/ideas/show-complete-followers-and-following-lists-31458 I hope I didn't miss anything during my search, but I couldn't find a similar idea.We have been made aware that the followers list currently displays only 100 profiles. If a user has more than 100 followers or follows more than 100 people, the remaining profiles are not visible and therefore cannot be managed (e.g., unfollowed).I suggest expanding the followers and following lists to display all profiles. Showing the complete list of followers and followed profiles would increase transparency, provide a full overview of a user's community network, and make it easier to manage connections and followed accounts. Fri, 31 Jul 2026 17:24:41 +0200 https://communities.gainsight.com/ce-skilljar-by-gainsight-18/skilljar-newsletter-july-2026-31450 Skilljar July 2026 For this July, we've got Skilljar + Gainsight CC integration enhancements on the way. Plus, a course on customizing Skilljar with AI, and a few events you'll want on your calendar.Let's jump in Coming Soon: Skilljar + Customer Communities Integration Enhancements Federated Search on Classic Catalog PagesLearners will soon be able to search across your Academy and Community from a single search bar on both Builder and Classic Catalog pages.  VILT Events WidgetsPromote upcoming live training events and surface registered VILT sessions directly on Community pages. Put your live sessions where learners already are to drive registrations and reduce no-shows. Widgets Configuration ImprovementsWe've optimized the configuration flyout panel on hubpages with clearer labels, a better layout, and more intuitive settings. A small change that makes a big difference if you're the one configuring widgets day to day. Coming Soon: Localized Transactional EmailsEarlier this year we launched Saved Localization Preferences, letting learners choose their preferred language from your Academy's language picker and have it applied consistently across the entire experience. Now we're extending that to transactional emails, so password resets, domain invites, and other system emails automatically arrive in each learner's preferred language. New Course in Skilljar Developer Center: Customize Skilljar with AIWant to start using AI to customize your Academy? Our new course walks you through how to use Skilljar's AI context file to generate compatible HTML, CSS, and JS; and how to connect Claude Code to the Skilljar MCP API for a full agentic workflow against your own instance.Take the Course  Your First 90 Days with Skilljar — A Pre-Work Guidebook from the TeamIf you're new to Skilljar or supporting someone who is, this is the resource to bookmark.Lila Meyer, Director of Global Education Services at Gainsight, published a comprehensive pre-work guidebook directly in the community. It covers everything you need to set up and run confidently from day one — structured by phase so you don't have to read it all at once.What's covered:Brand assets to gather before your first login (logos, hex codes, email banner) How to choose your training subdomain Picking one primary audience to focus on at launch — and why a focused start matters Sign-in approach: native forms vs SSO and when each makes sense Building a content inventory from what you already have Identifying your team: admins, SMEs, marketing contact, and internal championEach section ends with a clear action item. It's the kind of structured guide that saves hours of guesswork early on.Read the full guidebook Register for Pulse Europe 2026Customer Education has its own track at Pulse Europe this year. If you're running a Skilljar academy, here's what's relevant to you:The Dig kicks off with peer roundtables before the main event, and Customer Education is a named group, so you'll find your people immediately. There's also a Vibe Lab for anyone who's been building with AI—bring what you've made, no deck required.40+ sessions across the main event cover what MCP actually is, how agentic CS works in practice, and real playbooks for retention and expansion.Register Now Our Last Summer Series Webinar, Friday July 31th!The Built by CE Summer Series is a three-part webinar we've been hosting this summer for Customer Education teams ready to move from experimenting with AI to actually putting it to work. Don't miss the last webinar in the series, Build Your Operation: A Live Workshop, July 31 10AM PT.Register 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, 31 Jul 2026 16:46:21 +0200 https://communities.gainsight.com/customer-communities-cc-17/cc-newsletter-july-2026-31444 Customer Communities July 2026 This month we're making discussions easier to follow with threaded replies, giving admins more control without leaving the topic page, and helping members find answers faster with suggested search questions. Plus, see how PTC moved 15 years of community history to Gainsight without missing a beat.Let's get into it!  Keep Discussions Organized with Threaded Replies Topic pages now support threaded replies up to three levels deep, so related exchanges stay grouped and long discussions are easier to follow. Dual reply editors, paginated nested replies, and an expandable input keep the experience clean as conversations grow.Learn More Guide Members to Answers Faster with Suggested QuestionsYou can now add up to three suggested questions to your community search banner. When a member clicks one, the full-page search opens pre-filled with that query, helping them skip the typing and get straight to the answer. Configure your suggested questions in the Suggested Questions field in Destination.Learn More Upgrade Your Community Search with the Forethought AI AgentIf you're running AI Answers in your community and looking for a more powerful, conversational alternative — the Forethought AI Agent integration is worth exploring.Unlike AI Answers, which generates summaries solely from your community content, the Forethought AI Agent connects to data sources you configure through your Forethought account. That means you control what the agent knows, how it responds, and what escalation workflows are available — including support ticket creation directly from the search experience.For community members, it means:• Conversational AI answers with multi-turn follow-up questions• Clarifying prompts when a question is ambiguous• Structured, summarised responses drawn from both community content and your configured sourcesThe full setup guide — including prerequisites, configuration steps, and how the community user experience works — is available in the CC Knowledge Base.Read the setup guide​​​Two Claude Skills to Audit Your Community's AI ReadinessAre your community posts being picked up by AI tools like ChatGPT, Perplexity, and Claude? The Gainsight CC team has built two downloadable Claude skills to help you find out — and act on what you learn.Skill 1: AEO Readiness Analyst — upload your community topic export CSV and get a structured health briefing: answer rate, tag coverage, content freshness, and an action list. Add a mark-as-answer export and it adds time-to-resolution data too.Skill 2: AEO Citation Tester — reads your topic export, generates the natural-language questions real users are typing into AI tools based on your actual content, and checks whether your community shows up in the results.Both skills are free to download and work with a Claude Pro subscription. They're designed as starting points — the instructions are fully editable so you can adjust thresholds and outputs to match your community's structure.Download the skills and read the full post  Building an AI Analyst for Your Community Data — The Thread That Predicted the MCPBack in May, community member Ben Spickard asked a question a lot of CC managers had quietly been thinking about: what if you could use Claude to automatically pull themes, sentiment, and insights from community posts — and turn them into reports leadership actually wants to read?The thread surfaced some creative interim approaches. One member was using the community RSS feed to pipe recent posts into Claude for analysis. Another was running posts through an AI text analyser via Workato or Zapier to auto-label content and trigger moderator alerts. A third team was exploring the data lake connector as a way to get non-public content like Ideas into their BI and AI tools.Then Larry from Gainsight's product team replied with one of the best non-answers in community history: "I can neither confirm nor deny the existence of secret info... but Pulse might be worth attending."The community MCP announced at Pulse is the answer they were all looking for. If you've been wanting to build something similar, the thread is a great starting point — and the timing just got a lot better.Read the full thread  Register for Pulse Europe 2026Customer Communities has its own track at Pulse Europe this year. If you're running a Gainsight Customer Community, here's what's relevant to you:The Dig kicks off with peer roundtables before the main event, and Customer Communities is a named group, so you'll find your people immediately. There's also a Vibe Lab for anyone who's been building with AI—bring what you've made, no deck required. 40+ sessions across the main event cover what MCP actually is, how agentic CS works in practice, and real playbooks for retention and expansion.Register Early Shape the Future of Customer Retention Research by Taking Our SurveyFor five years, Gainsight has partnered with Benchmarkit to track how post-sales teams invest, evolve, and adapt. This year's Customer Retention Index expands the focus to cover AI agents, digital programs, renewal ownership, and long-tail customer engagement. The survey takes about five minutes, and your perspective helps the whole community understand what's changed and what's coming next.Take the Survey 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, 31 Jul 2026 16:46:07 +0200 https://communities.gainsight.com/product-experience-px-16/px-newsletter-july-2026-31430 Product Experience July 2026 This month we're bringing community content directly into your In-App Hub, sharing new retention research we'd love your input on, and spotlighting how PartsSource drove double-digit retention with Gainsight.Let's dig in!  Bring Community Content Into Your In-App HubYou can now display community posts directly inside the In-App Hub with the new Community widget. Configure how many posts to show, let users browse discussions, and give them the ability to search and filter community content without ever leaving your product.Learn More How to Run a Large-Scale Email Campaign with Conditional Waits and Smart SegmentationIf you're managing email campaigns across thousands of participants in Journey Orchestrator, this approach is worth building into your programme design from the start.The use case: 6,000 participants split into six groups over six months, sending 1,000 emails monthly — with a conditional wait that triggers a follow-up reminder if a recipient doesn't click within three days, and segmentation by MRR to personalise messaging per group.Here's the framework that makes it work:Segment first, send second — define your participant groups (by MRR, tier, or any criteria) before the first email goes out. The redesigned JO allows you to apply conditional waits right at the audience stage, so batching happens before outreach begins rather than after. Use branching logic for follow-ups — participants who don't meet the click condition (e.g. didn't click within 3 days) move into a Remaining branch, where they can be evaluated again or sent a nudge email. Those who do click proceed down the primary path. Build for scalability — there's no hard limit on the number of conditions or branches, so the same framework scales as your participant base grows or your segmentation criteria evolve.The result: precise, personalised outreach at scale — without manual intervention between sends.Read the full post for the complete workflow  Unifying User Identities Across PX, Community, and AcademyIf you're running Gainsight PX across your product, Customer Communities, and Skilljar — with different user identifiers in each — this thread is worth reading before you hit the same wall.Community member Alistair Field raised a real architecture challenge: their product uses an internal user ID, CC uses a user ID, and Skilljar uses email. With SSO across the board but no common identifier, PX couldn't unify the user across all three surfaces.The community's answer: use email as your canonical cross-product identifier and let your IdP (Okta or Azure AD) do the bridging. Since the IdP sees every user regardless of which product they're logging into, configure it to pass a consistent attribute — email or an internal ID — at login across all three systems. For Skilljar specifically, create a Signup Field that matches the IdP attribute name exactly (case-sensitive) and it will auto-populate on every SSO login automatically.The result: PX gets a consistent identifier across all three surfaces without custom middleware or Salesforce dependency.Read the full thread and share your approach The PX Team Is Building a Centralized Localization Page — And They Want Your InputIf you serve users across multiple countries or languages, this one's for you.PX PM Rithvik Varma has shared an early prototype of a brand-new Localization Page coming to Gainsight PX — and is actively looking for community feedback to shape it before it ships.What's being built:A central page to view every PX content item (engagements, bots, articles) and every language version in one place Bulk download of source files with filters by language, status, and content type Auto-calculated status badges (Not Started, In Progress, Completed, Verified) per language CSV file format for source files External vendor access permissions In-app localization editor to translate directly in PX — no round-trips to external tools AI-assisted translation for multiple strings at onceThe team wants to hear how you currently handle localization, whether you use external vendors, and which of these features would have the biggest impact on your workflow. The prototype is live and clickable now.Try the prototype and share your feedback  Webinar Recording: PX In Practice – Session 1: Gainsight PX MCPMissed the live session? The recording, deck, and prompts from Session 1 are now available on the community.In this session, Prince Raj walked through how to connect Gainsight PX to Claude and ChatGPT via MCP — and ran a full live demo with real PX data. The core workflow covered was Find → Understand → Fix → Verify: identify low-adoption features, understand why, build an engagement response, and confirm it's working.Three advanced use cases were also covered:Interlinked Guide + Boolean Survey funnel analysis — who watched, who responded, who dropped off Banner CTA → Multi-Question Survey tracking — complete funnel from view to completion NPS Wave Comparison — track the same user's score across survey waves and identify who moved from Promoter to DetractorThe session also covers the four most common mistakes to avoid when starting with MCP and PX.Watch the recording and download the resources Coming Soon — Session 2: Turning PX Data into Renewal Evidence. Shape the Future of Customer Retention Research by Taking Our SurveyFor five years, Gainsight has partnered with Benchmarkit to track how post-sales teams invest, evolve, and adapt. This year's Customer Retention Index expands the focus to cover AI agents, digital programs, renewal ownership, and long-tail customer engagement. The survey takes about five minutes, and your perspective helps the whole community understand what's changed and what's coming next.Take the Survey Register for Pulse Europe We'd love to see you at Pulse Europe this October to discuss Customer Success best practices:The Dig kicks off with peer roundtables before the main event so you'll find your people immediately.  There's also a Vibe Lab for anyone who's been building with AI—bring what you've made, no deck required. 40+ sessions across the main event cover what MCP actually is, how agentic CS works in practice, and real playbooks for retention and expansion.Register 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, 31 Jul 2026 16:45:28 +0200 https://communities.gainsight.com/ideas/please-improve-out-of-the-box-email-reporting-7613 Out of the box reporting for standard industry email metrics does not exist in this platform if you want to be able to slice and dice the data. I have to look to AO Emails to refine by Vertical or Segment, rather than Email Logs, however, it's not intuitive. Email Logs vs AO Emails Sent / Delivered / Total Opens / Total Clicks / Unique Opens / Unique Clicks Email send time (this is equivalent to Delivered) / Email Open Count / Link Clicked Count / Last Email Opened Date / Email Clicked Date I'm not sure how that could be any less intuitive. Plus, Email Logs and these fields in AO Emails do not allow for Formula fields so I can't have a report or a dashbaord that displays these metrics in rates, from what I've tried so far. Email Template Performance Report, found in Program Analytics, would be a great start alas it is nowhere to be found in Report Builder and is missing some key metrics. Please give us standard email marketing metric fields that don't require this type of work around. Related posts: ​Percentage of click rate and open rate of the email delivered through Program​ ​Email Template Performance Report - customize columns Fri, 31 Jul 2026 16:23:01 +0200 https://communities.gainsight.com/general-information-26/overview-of-latest-product-releases-and-knowledge-base-updates-25164 Stay Updated! Subscribe to this article to receive the latest updates on product releases and knowledge base articles. This article contains detailed tables listing the latest product releases and recent updates in the knowledge base articles.Note: This article contains information for the current and previous quarters. Data for the quarter before the last is removed at the start of a new quarter. For instance, information for Q2 2026 and Q1 2025 is currently available. When Q3 2026 starts, Q1 2025 data will be removed.Latest Product Release Q2 2026 (May - July) Q1 2026 (February - April) Knowledge Base Updates Q2 2026 (May - July) Q1 2026 (February - April) Latest Product ReleaseThis table lists the new features and enhancements launched in Customer Communities.Q2 2026 (May - July) New Feature / Enhancement Release Date View Accurate All-Time Vote Counts in Idea Export v2 July 31, 2026 Out-of-the-Box Community Dashboards Are Now Generally Available July 31, 2026 Explore Deeper Community Insights with Enhanced Out-of-the-Box Dashboards July 31, 2026 Map More CS Objects in Profile Field Mapping July 31, 2026 Widget Visibility Renamed to Personalization With Refreshed Audience Options July 29, 2026 Engage in Richer Conversations With Threaded Replies July 29, 2026 Store Plain-Text Configuration Values Alongside Secrets in Developer Studio July 29, 2026 Find Answers Instantly with AI-Powered Search (General Availability) July 22, 2026 Track Search Performance with the Search Analytics Dashboard (General Availability) July 22, 2026 Add Suggested Questions to Your Community Search Banner July 22, 2026 View Community Engagement Data in Champion July 21, 2026 Apply Custom Layouts to Any Community Page June 16, 2026 Customize Page Layouts Per Language Variant June 16, 2026 Expose Topic Pages to Search Engines Using Sitemap Index June 16, 2026 Rename Languages in the Community June 16, 2026 Map Community Profile Fields to Skilljar June 16, 2026 Control What API Connectors Return to the Front End June 16, 2026 Interact with Community Data Through the Gainsight Community MCP nBeta] May 27, 2026 Forethought AI Agent for Enhanced May 27, 2026 Screen New User Profiles with AI-Powered Moderation May 13, 2026 Track AI Answer Engagement in Search Analytics May 13, 2026 Hyperlink Images in the Rich Text Editor May 13, 2026  Q1 2026 (February - April) New Feature / Enhancement Release Date Build Custom Community Extensions with Developer Studio April 23, 2026 Manage Group Members and Requests with Group Moderators April 21, 2026 Switch Community Languages with the New Language Switcher and Expanded Regional Support April 21, 2026 Display Category Thumbnail Image on Section Pages April 21, 2026 Reach Global Audiences with Enhanced SEO for Community Content April 21, 2026 Map and Sync CS Attributes to Community User Profile Fields April 21, 2026 Schedule Exports in Customer Community March 11, 2026 New Out-of-the-Box Community Dashboards (Open Beta): Subscription Trends and Subscription Status March 03, 2026 Configure Segment Visibility and Dropdown List in Mega Menu February 24, 2026 Enable Category-Based Organization for Ideas and Product Updates February 10, 2026  Knowledge Base UpdatesThis table lists the newly published and updated articles in the knowledge base.New Article: New knowledge base articles explaining new feature launch.  Update Article: Existing knowledge base articles which have undergone significant changes or are impacted by a product release enhancement.Q2 2026 (May - July) Article Title Published Date / Last Updated On New Article / Updated Article Audience Dashboard August 18, 2025 No Update Content Dashboard August 18, 2025 No Update Engagement Dashboard August 18, 2025 No Update Product Feedback Dashboard August 18, 2025 No Update Q&A Dashboard August 18, 2025 No Update Self-Service Dashboard August 18, 2025 No Update User Dashboard August 18, 2025 No Update Subscription Status Dashboard March 03, 2026 No Update Subscription Trends Dashboard March 03, 2026 No Update Audience Dashboard KPIs – Query Reference for CC Data Lake August 18, 2025 No Update Content Dashboard KPIs – Query Reference for CC Data Lake August 18, 2025 No Update Engagement Dashboard KPIs – Query Reference for CC Data Lake August 18, 2025 No Update Q&A Dashboard KPIs – Query Reference for CC Data Lake August 18, 2025 No Update Self-Service Dashboard KPIs – Query Reference for CC Data Lake August 18, 2025 No Update User Dashboard KPIs – Query Reference for CC Data Lake August 18, 2025 No Update Moderate Threaded Replies in Customer Communities July 29, 2026 New Widget Visibility July 29, 2026 Update AI Answers in Customer Communities July 22, 2026 Update Search Analytics Dashboard July 22, 2026 Update Customer Communities and Champion Integration July 21, 2026 New Getting started with the homepage June 16, 2026 Update Create a Localized Homepage June 16, 2026 Update Configure Language Settings June 16, 2026 Update Configure CC-to-Skilljar Field Mapping June 16, 2026 New Forethought AI Agent in Customer Communities May 27, 2026 New Set up Gainsight CC MCP May 27, 2026 New Configure User Profile Moderation May 13, 2026 New Search Analytics Dashboard (BETA) May 13, 2026 Update  Q1 2026 (February - April) Article Title Published Date / Last Updated On New Article / Updated Article Configure User Profile Field Mapping April 21, 2026 New Configure Community Sections April 21, 2026 Update Configure Language Settings April 21, 2026 Update Manage Groups With the Group Moderator Role April 21, 2026 New Exports Overview March 11, 2026 New Subscription Status Dashboard March 03, 2026 New Subscription Trends Dashboard March 03, 2026 New Configure Mega Menu Widget in Destination February 24, 2026 Update Getting started with Customer Community Ideation February 10, 2026 Update Getting started with Product Updates February 10, 2026 Update   General information Fri, 31 Jul 2026 14:18:17 +0200 https://communities.gainsight.com/ideas/add-more-reactions-to-topics-comments-19943 I don’t think this idea has been posted before. Truth is these days a like-only button doesn’t seem enough, and internet users tend to prefer having more options when it comes to reacting to a topic or comment. Perhaps Slack-style is too much for a community forum, but I think LinkedIn has offered a good balance. These are the reactions I see can be quite useful: like, love, support, useful, funny, sad, insightful.   Fri, 31 Jul 2026 08:54:18 +0200 https://communities.gainsight.com/新機能-434/8-28-金-開催-2026年7月機能リリース-説明会のお知らせ-31393 皆さん、こんにちは。Gainsightの宮地です！2026年7月25日にリリースされた新機能の説明会を、下記の日程で開催します。今回も多くのアップデートがありますので、デモとともにご紹介します。ぜひご参加ください。 開催概要概要：2026年7月新機能リリース説明会 日時 説明会　　：2026年8月28日（金）12:00 - 13:00 ハンズオン：2026年9月04日（金）12:00 - 13:00 形式：オンライン（Zoomウェビナー） 対象：Gainsight CS /Staircase AI ※ボタンを押しても遷移されない方は、こちらから下にスクロールしてカレンダーから追加をお願いいたします。   Agenda今回のセッションは、各プロダクトに関する主要アップデートをハイライトし、実運用での活用ポイントをデモでご紹介します。主なトピックは以下の通りです。8月28日（金）のご紹介内容をふまえて皆様の興味・関心が高いものをピックアップして9月04日（金）はハンズオン形式でより詳細の説明を実施予定です。 この説明会で得られることリリース内容を短時間で把握し、自社導入の優先度付けができる 新機能を実際の画面で確認し、設定や運用のヒントを得られる 他のユーザー様がどのような新機能を活用していくのかなどの生の声を聞ける説明会の最後にQ&Aを予定しています。事前に聞きたい質問があれば、この投稿のコメント欄に書き込んでください。セッション内で優先的に扱わせていただきます。 参加登録とリマインダーいつものオフィスアワーのURLと同様となります。上記の「今すぐ予定を登録する」ボタンからご確認＆ご自身のカレンダー追加が可能です。※ボタンを押しても遷移されない方はこちらから下にスクロールしてカレンダーをご確認ください。コミュニティでは、今回のリリースに関するディスカッションや運用アイデアの共有も歓迎しています。説明会に参加できない方も、こちらのスレッドでご質問やコメントを残してくださいそれでは、8月28日にお会いしましょう！皆さんのご参加と質問をお待ちしています。  新機能 Fri, 31 Jul 2026 06:43:57 +0200 https://communities.gainsight.com/お知らせ-433/本日12時-journey-orchestrator-使いこなし説明会-31456 こんにちは！本日 7月31日（金）、「JO（ジャーニーオーケストレーター）使いこなし勉強会 -前編-」を開催いたします！ 前回の「レポート/ダッシュボード使いこなし勉強会」に続き、第2弾となる基礎機能トレーニング会です！デジタルタッチをやりたいけどまだできていない方や、何ができるか改めて知りたい方など、基礎からご説明しますので、ぜひご参加ください 開催概要項目 詳細 日時 7月31日（金） 12:00 〜 13:00 対象 Gainsight管理者の方、CS Marketingご担当者様、CS Opsの方、CSMの方など JOを使ってデジタルジャーニーの活用をしていきたい方 場所 オンライン（Zoom） 参加URL JAPANコミュニティのTOP画面を真ん中くらいまでスクロールすると表示されるカレンダーから自身のカレンダーに追加するか、ZoomURLをクリックしてご参加ください！  Agenda＜本日（前編）＞ ジャーニーオーケストレーターとは できること＆活用ユースケース 作成手順 ＜来週8/7（後編）＞ ログの確認・分析 ハンズオン よくあるご質問・注意点 Q&A  2週にわたってご説明していきます！それでは会いできることを楽しみにしております お知らせ Fri, 31 Jul 2026 02:50:46 +0200 https://communities.gainsight.com/ルールエンジンとデータ管理-396/ルールエンジンでctaを一括クローズする-31435 テスト用に大量に発行したCTAや、期限が過ぎて対応不要になったCTAは一括でクローズしたくなりますよね。そんなときに便利なのが、ルールエンジン（Rules Engine）を使ったCTAの一括クローズです。条件に合致するCTAをまとめて指定のステータスでクローズできるので、棚卸しや運用の初期化が楽になります。この記事では、ルールエンジンでCTAを一括クローズする手順を、次の流れで解説します。  1. ルールを作成する（CTAの単位を選ぶ） ️ 2. Data Setupで対象データ（CTA）を指定する 3. 絞り込み条件（Add Criteria）を追加する 4. アクションでCTAをクローズする（Call to action） アクションの種類 対象CTAの特定 クローズ時の内容   1. ルールを作成する（CTAの単位を選ぶ）まずはルールエンジン（Rules Engine）で新しいルールを作り、対象とするCTAの単位を決めます。ルールエンジンから新規ルールを作成し、Rule Details画面で以下を設定します。Rule For：クローズしたいCTAの単位を選びます。カンパニー単位のCTAなら Company、リレーションシップ単位のCTAなら Relationship を選択します。 Rule Name：後から分かりやすい名前を付けます（例：CTAの一括クローズ）。  ️ 2. Data Setupで対象データ（CTA）を指定する次に、どのデータを対象にするかを指定します。ここではCTAオブジェクトをそのまま使います。Data Setup画面で、データの取り込み方法を選びます。今回は単一のオブジェクトをそのまま使うので、「Select an Object」を選択します。Select an Object：データが1つのオブジェクトにまとまっていて、そのまま使える場合に選びます（今回はこちら）。 Prepare Dataset：複数ソースのデータを変換・結合したい場合に使います。今回は不要です。続いて「Select an Object」のプルダウンから CTA を選択します。   3. 絞り込み条件（Add Criteria）を追加するクローズしたいCTAだけを条件で絞り込みます。Action Setup画面の「Add Criteria」で、対象を絞る条件を追加します。ここで設定した条件に合致したCTAだけが、次のアクションの対象になります。たとえば「特定の日付以前に作成された、リスクタイプのCTA」を対象にする場合は、次のように設定します。条件A：作成日 less or equal 2025/07/30（指定日以前に作成されたCTA） 条件B：タイプ equals リスク（CTAタイプが「リスク」のもの）複数の条件を組み合わせる場合は、下部のAdvanced logic欄で (A AND のように論理式を指定します。「AとBの両方に合致するもの」なら (A AND B)、「どちらか一方」なら (A OR と書きます。   4. アクションでCTAをクローズする（Call to action）最後に、絞り込んだCTAをクローズするアクションを設定します。Add Actions画面で「Create Action」から「Call to action」を選択します。アクションを追加したら、上部のラジオボタンで「Close CTA」を選びます。ここからが一括クローズの中心となる設定です。各項目を順に見ていきましょう。アクションの種類Create CTA / Update CTA / Close CTA：今回はクローズなので Close CTA を選択します。 Description：このアクションの説明（任意）。後から見て分かるようにメモしておくと便利です。対象CTAの特定Company Identifier（必須）：CTAが紐づく会社を特定するための識別子です。通常は カンパニー → GSID を選びます。（ステップ1でRelationshipを選んだ場合は、リレーションシップ用の識別子になります。） CTA Type（必須）：クローズ対象のCTAタイプを指定します（例：リスク）。ステップ3の条件と合わせておきましょう。 CTA ID：特定のCTAを直接指定したい場合に、識別用の項目を選びます。条件で絞り込んでいれば通常は必須ではありません。 Include in identifiers：チェックを入れると、CTA IDを対象CTAの特定条件（識別子）として使用します。より厳密に対象を絞りたいときに利用します。クローズ時の内容Reason（必須）：クローズの理由を選びます（例：その他）。組織で使っている理由の選択肢から適切なものを選択します。 Source（必須）：このクローズがどこから実行されたかを表す項目です。ルールエンジンからの実行なので Rules を指定します。 Set CTA Status to（必須）：クローズ後に設定するステータスを選びます（例：クローズド 成功）。「成功」「不成功」など、組織で設定しているクローズ系ステータスから選択します。 Comments：クローズ時に残すコメント（任意）。一括処理であることや理由を書いておくと、後から履歴を追いやすくなります。@ を入力するとトークン（動的な値）を差し込めます。  以上で一括クローズルールの設定は完了です。あとはSchedule（スケジュール）で実行タイミングを設定するか、その場で手動実行すれば、条件に合致したCTAがまとめてクローズされます。不安な場合はTEST RUNしてから本番実行すると安心です。CockpitがスッキリしてCSMの負担も軽くなりそうですね！ ルールエンジンとデータ管理 Fri, 31 Jul 2026 02:20:37 +0200 https://communities.gainsight.com/ideas/topic-lists-clickable-31094 This is for both Topic Breakdown and Accounts Metrics Views: In Topic breakdown, I would like to be able to click a row (customer) and either have it expand with the items I click on, or just have the whole row expand with each of the items here:Clicking on the spyglass is cute, but you have to really know where to find it and what it does. On Account Metrics view:Very similar request, let me expand the row or expand the item I click on If I click on the customer name, it takes you to the overview page, not the specific items I was looking at. I think Open Items gets you there, but again it’s not clear if that’s even the same thing (I currently have limited data so I’m not sure). While both have the heatmap at the top of their respective pages, I think they’ll get clunky the more data you get, and in some cases you want to be looking at the list, so forcing users to scroll back up to the heatmap isn’t super ideal either. Fri, 31 Jul 2026 00:49:04 +0200 https://communities.gainsight.com/ideas/include-an-option-to-show-gainsight-copilot-in-the-salesforce-c360-lightning-web-component-31454 In the new Salesforce Gainsight CS managed package, when you add the Gainsight CS App LWC to a Salesforce layout, which includes the Gainsight left sidebar, users can access Gainsight Copilot.However the Gainsight 360 Widget LWC removes the Copilot button from the standard C360 view. I have been told by support this was intentional to make the widget a more streamlined view of the C360, but its a core component that we want to encourage our Salesforce users to use to find out more about their accounts.The 360 Widget LWC even includes a “Show Sally Bot” option, which is no longer a feature of Gainsight, so it doesn’t work anymore. It would make sense that showing the Copilot button would also be a selectable option for this view. Fri, 31 Jul 2026 00:16:49 +0200 https://communities.gainsight.com/ideas/allow-sfdc-contacts-to-be-the-source-of-truth-in-gainsight-instead-of-company-person-person-31378 I find myself spending a lot of time architecting our Company Person model in such a way that will optimize how our Salesforce contact architecture is setup. The problem, though, is there has never really been a perfect - or even decent - blueprint as to how to do this, especially for customers like us (and my previous org) who use the Account Contact Relationship object. Plus, Gainsight’s arcane “Load to People” action makes updating/upserting to Company Person even harder than it already is, as I’ve already outlined below.  Here are just a few of the common issues I’m constantly playing whack-a-mole with: Duplicate and orphaned records: Contacts that exist in Salesforce but don't cleanly map to a Company Person, or Person records that linger in Gainsight long after they've been deactivated or deleted in Salesforce. Sync headaches: Field mapping mismatches, sync failures, and contacts that show up in one system but not the other. Admin overhead: Time spent building and maintaining rules, connector jobs, and data management plays just to keep contacts in a usable state. End-user confusion: CSMs logging Timeline activities to stale contacts because the Person model hasn't caught up with what Salesforce already knows. I presume the initial intent behind the Person object was to make Gainsight CRM-agnostic, which I understand. But let’s be realistic here - we know Salesforce still is the predominant CRM, which is reflected in the fact its related list functionality, connectors, etc. are all much more well-developed and high-functioning than other CRM competitors. So why not acknowledge this by allowing Salesforce contacts to be the source of truth for Timeline activities, JO Programs, and more if admins so choose? This would presumably have the added benefit for Gainsight of deflecting a lot of support tickets and cleaner customer data.  The bottom line is contact cleanliness is already a difficult issue for pretty much every business. Forcing customers to use the Person/Company Person model compounds the problem. Thu, 30 Jul 2026 23:50:59 +0200 https://communities.gainsight.com/product-updates/from-customer-context-to-action-the-july-2026-gainsight-cs-release-31407 Our July release is here and it revolves around something simple: you should be able to get the right context, act on it quickly, and understand whether those actions are making a difference.That starts with giving AI more of the context already available in Gainsight. It continues by making it easier for you to take the next step from the same conversation. And for admins, it means new ways to build, manage, and measure customer programs without losing control over how they are configured.Here are the highlights: Bring More Customer Context into Your AI Workflows Gainsight MCP can now work with more of the information already in your Gainsight instance, so you can ask questions in your own words and get answers that make sense for how your organization works.It can now reference eligible Gainsight reports to understand your internal terminology and retrieve the right data for your question. It can also add fields or filters, change unlocked filter values, and remove unlocked filters that don’t apply.MCP can also use the Company and Relationship filters configured on your Gainsight Home to understand what “My Portfolio” means for you. When you use that phrase in a question, it automatically applies your filters and returns the Companies or Relationships that fall within your portfolio.From there, you can find the right people within those accounts. Ask for contacts associated with a Company or Relationship and narrow the results by details such as role or title.For more information, refer to the Set Up Gainsight CS MCP Server Integration article.Move from Customer Questions to Customer Actions Finding the right information is only part of the job. You also need a clear way to act on what you learn.Copilot and the Gainsight AI Agent in Slack now support Relationship data in addition to Company data, meaning you can ask questions across Companies and Relationships from Copilot, R360, or Slack. From there, you can create or update Timeline activities, CTAs, Success Plans, and Tasks directly from the conversation.For a CSM, that could mean investigating an account, understanding what needs attention, and recording or assigning the next step while the context is still fresh. The result? Less switching between different areas of the platform and less distance between finding an insight and acting on it.For more information, refer to the Copilot Overview article. Give Admins a New Way to Work with Configurations The Gainsight Admin CLI gives Super Admins another way to understand and manage supported configurations. After connecting an AI agent with tool-use capabilities, such as Claude, you can describe what you want to review or change in plain English. The agent then selects and runs the appropriate CLI commands before returning its findings or confirming the changes it made.For example, you could ask the agent to:Summarize configurations Document an instance Identify possible gaps or redundancies Propose an approach for a new processAdmin CLI currently includes read and write capabilities for Data Designer Templates, Data Management, and Journey Orchestrator. At the same time, it provides read-only access for Connectors, Rules Engine, Scorecards, and Reporting.For more information, refer to the Configure Admin CLI article. Create the Starting Point for a JO Program with AI A new Journey Orchestrator program often starts with a general idea of the experience you want to create. Build with AI gives you a faster way to turn that idea into a structured first draft.Describe the journey in your own words, whether you’re planning an onboarding program, renewal outreach, a re-engagement campaign, or a product adoption journey. The assistant then draws from resources already available in your instance, including published programs, email templates, surveys, segments, and out-of-the-box best-practice templates, to recommend a program structure.From there, you review the audience, sequence, selected assets, and program steps, and then make any changes the journey requires.Note: Build with AI won’t publish the program for you, and unsupported elements such as Evaluate steps or conditions still need to be added manually. You remain in control of the final experience and decide when it’s ready to publish.For more information, refer to the Create Programs Using Build with AI article. Measure Whether JO Programs Change Customer and Business Outcomes Open and click rates can tell you whether someone engaged with a message, but they don’t show whether anything changed for the customer or the business. Program Goals give you a clearer way to connect a newly created JO program to a measurable result.Admins can define goals based on changes in Company or Relationship data, such as an improved Health Score, a lifecycle stage change, or an updated renewal date. They can also map a financial field, such as Annual Recurring Revenue, to participants who meet the goal.Once the program is live, the Goal Completion and Financial Attribution views in Program Analytics show whether participants reached the intended outcome and the value associated with those results, helping teams move beyond asking whether someone engaged with a message and truly understanding whether the program contributed to a meaningful change. For more information, refer to the Configure Program Goals article. Update Execution Schedules without Starting Over Once a program goes live, its timing may still need to change as regional needs, internal schedules, or communication plans evolve. Admins can now make those updates directly within an active dynamic program by changing the execution days, time range, or time zone for email and action steps. They can also add an Action Execution Schedule even if one wasn’t configured before the program was published.The rest of the journey stays in place, which means teams can adjust when messages and actions go out without stopping, cloning, or rebuilding the program.For more information, refer to the Program Elements article.Explore the Full Release There’s more in the July 2026 release than we could cover here, with additional updates to AI Cheat Sheet, Customer Goals, Group Send, Spaces, Timeline, reporting, security, and other areas of Gainsight CS.Dive into the full July 2026 release notes for all the details, or watch the webinar for a closer look at some of our biggest updates.  Thu, 30 Jul 2026 22:04:31 +0200 https://communities.gainsight.com/meetings-office-hours-3/thursday-us-admin-office-hours-cs-platform-july-30-2026-11am-pt-12pm-mt-1pm-ct-2pm-et-pre-session-thread-31449 Hello everyone!This thread is for our upcoming Thursday Admin Office Hours session on Thursday, July 30, 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, July 30, 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, 30 Jul 2026 19:57:40 +0200 https://communities.gainsight.com/ideas/ability-to-merge-2-accounts-into-1-from-control-21203 @Julian I’d mentioned this to you I believe before but reading into other existing community topics I feel this warrants gathering upvotes from other users to evaluate the need.There are multiple use cases for such a feature:Authentication methods conflict resulting in a same person having 2 accounts, example:  (Which also happens to be a question around merging accounts). A community manager/ staff at community company leaving resulting in lost mentions and need to explain the situation to members example:  In both cases merging/ consolidating the activity of both users into one single account makes more sense then other options, enabling case 1 users not to loose any activity/ pipoints/ contacts/ subscriptions etc… and in case 2 all community members have consistency and continuity on the platform and the current community manager to have no loss of information or explanations to make… Finally perhaps less common but an interesting case for B2B companies:A person changes company and their SSO login tied to our App which requires the use of their professional email address, is therefore no longer valid and we need to be able to manually fix this as they’ve created a new account for themselves. We want our community to act as a career long partner and not being able to honour this would be disappointing! Thu, 30 Jul 2026 18:30:04 +0200 https://communities.gainsight.com/ideas/stakeholder-role-agent-31448 Staircase allows you to set up Stakeholder Roles. Some can’t be changed, but you can add your own. Staircase also only accepts single role values for a given Stakeholder, and suggests mapping them from your CRM.This is fine, but in the modern age, it would be great to leverage Staircases own capabilities to identify these roles for you. In fact, the hand-off analyst does this, but that is only for new accounts.Here’s what would be interesting:As an alternative to just mapping from a picklist in your CRM that is likely hand maintained (or not at all, or somewhere in between), you can set up Stakeholder Insights.You define what roles you want, similar to today Instead of stopping at the role name, you add some context as to what someone in that role would sound like. You then have the ability to write the “Insight” derived role to a field on Staircase Ideally, a human could overwrite it if it seems incorrect as well This would not be limited to new accounts, but any existing ones as well. Thu, 30 Jul 2026 18:19:46 +0200 https://communities.gainsight.com/ideas/sticky-to-have-timer-21161 We would like to have a timer available for the sticky. It would help ensure content doesn’t sit out there too long as sticky. We have many people who use this functionality and chasing them all down to see if we can make their post “un-sticky” is challenging. If they had the option to add a timer of some sort that would help. Thu, 30 Jul 2026 17:33:02 +0200 https://communities.gainsight.com/community-news-2/feature-updates-on-gainsight-community-31434 Hey everyone! We're always making improvements to your community experience and we wanted a simple way to keep you in the loop when we make any changes.Whenever we enable a new feature or make a change to the Gainsight community experience, we'll update this thread so you're never caught off guard. You can find this post pinned on the Community News page anytime. May 2026Forethought AI Agent with Search: Improving the ability for our community members to ask questions, get conversational answers, and follow up in a natural back-and-forth dialogue, all without leaving your community.  June 2026Language control: More languages added within post translations to make it easier to translate posts across the community. July 2026Threaded replies: you can now reply directly within a conversation thread, making it easier to follow discussions and keep context in one place. User profile moderation: We recently enabled this and it's been incredibly helpful in keeping spam accounts in check, especially during our recent spam wave. By catching these accounts at registration, we can keep the community clean and your experience here uninterrupted. More updates to come and we'll keep this thread going as new features roll out.  Community News Thu, 30 Jul 2026 17:30:47 +0200 https://communities.gainsight.com/ideas/ability-for-users-to-search-other-members-by-badge-30737 We have a badge for those attending our in-person conference and it would be great for networking purposes if they could easily search by who else has that badge. Thu, 30 Jul 2026 17:30:33 +0200 https://communities.gainsight.com/ideas/student-report-31447 To have a report on which students (specific emails) click to download any item from a lesson (when it's specifically set as the download option).  Thu, 30 Jul 2026 17:16:58 +0200 https://communities.gainsight.com/ideas/new-program-chain-participant-list-with-each-data-designer-run-23324 In the new Program Beta experience, the Program is scheduled to run at a time independent of the sync of the list of Participants.  These should be chained, similar to the existing Program where the active Program is always looking for new participants and sending emails.  According to this ticket 29653, the new Programs only run at a fixed time set in the Program settings and the Data Designer or any other dependency may not have completed syncing the current information.Ideally, this enhancement would allow participants to join a program more often than once per day.We have some messages where we are trying to drive a client action within 48 hours, and with the timing of the syncs and the Program only running once per day, there is a chance they will not receive our email until after the time we are driving an action to happen. Thu, 30 Jul 2026 16:34:07 +0200 https://communities.gainsight.com/ideas/daily-job-execution-health-monitoring-team-alerts-31445 Category: CS Platform - Administration & OperationsProduct Area: Rule Engine, Connectors, Data ManagementPriority Level: MediumProblem StatementGainsight administrators currently lack a centralized, automated way to monitor the health of daily job executions (rules, connectors, job chains) and get alerted to failures or anomalies. This forces teams to manually check Gainsight logs or rely on external monitoring solutions to identify failed jobs, partial successes, and aborts.Use CaseOur CS team runs dozens of daily jobs (rules, connectors, job chains) that sync critical customer data and drive automated workflows. When jobs fail or partially succeed, we have no native way to:Get a daily summary of job execution status Identify which jobs failed or ran with errors Surface anomalies automatically (e.g., unexpected abort, sudden failure rate spike) Route findings to the admin team for remediationInstead, we either:Manually check Gainsight execution logs daily (time-consuming) Build custom integrations/scripts to monitor jobs (workaround) Wait for customers to report data discrepancies (reactive, too late)Proposed SolutionAdd a Daily Job Health Dashboard & Alert System to Gainsight CS that:Core Features:Health Score: Automated daily calculation of job execution health (SUCCESS %, with breakdown by PARTIAL_SUCCESS, FAILURE, ABORT) Daily Summary Report: Auto-generated report showing: Overall health score & trend vs. previous day Job status breakdown by type (connectors, rules, chains, data design, programs, etc.) All non-successful jobs (failures, partial successes, aborts) Anomalies (e.g., job that usually succeeds suddenly fails) Recommended remediation actions Team Notifications: Option to email or post reports to Slack/Teams for admin teams Flexible Scheduling: Run daily or on custom schedules Historical Trending: Track health scores over time to identify patterns Filterable by Job Type: Option to focus on specific connectors, rules, or job chainsAdmin Configuration:Define which jobs to monitor Set alert thresholds (e.g., alert if health score drops below 80%) Choose notification channels & recipients Customizable anomaly definitionsExpected BenefitsFaster Issue Detection: Proactive identification of job failures before they impact customers Operational Visibility: Admins can see system health at a glance without manual checking Reduced Troubleshooting Time: Clear identification of failed jobs + suggested next steps Data Quality Assurance: Catch sync failures early, preventing downstream data issues Team Collaboration: Shareable reports keep all stakeholders informedTechnical ConsiderationsCould leverage existing Rule Engine execution logs & connector audit trails Similar to application monitoring/APM patterns (health scoring, anomaly detection) Optional integration with existing Gainsight reporting/dashboardsCommunity QuestionsAre others manually monitoring job health or building custom solutions? What job execution visibility features would be most valuable to your team? Would you use this if it were available? Thu, 30 Jul 2026 16:25:22 +0200 https://communities.gainsight.com/ideas/unify-identities-across-cc-and-control-31443 Because CC (front end) and Control treat identities as separate, we’ve had to configure and maintain two separate provisioning paths for employees, and they must authenticate separately into each area depending on their job to be done. We use an enterprise IDP for employee SSO, and this process creates significant confusion, both in initial provisioning and subsequent daily/weekly use. We would love to see CC and Control have native SSO and identity management, such that employees only need to authenticate once in either “direction” between CC <> Control. Thu, 30 Jul 2026 16:01:15 +0200 https://communities.gainsight.com/product-updates/gainsight-px-build-custom-metrics-with-the-enhanced-query-builder-31442 This release brings updates to Query Builder, Path Analyzer, and Badge Icon engagements. Query Builder now goes beyond cohort analysis, letting you define custom metrics and apply formula-based calculations directly in PX without exporting data to an external tool. Path Analyzer adds two new time-based metrics to help you understand how long users take to move through a path. And Badge icon engagements now support displaying custom images in their original shape and aspect ratio.Here’s What’s NewQuery BuilderA new Metrics experience alongside the classic Cohort viewQuery Builder now includes two modes: the new Metrics experience and the existing Cohort view. Switch between them depending on the analysis you need. Both are accessible from the same place.Pre-built PX metrics for fast reportingSelect from a library of standard metrics such as new users, active users , total events and more to build reports quickly without starting from scratch.Custom metrics using aggregate functions and filtersDefine your own metrics using Sum, Average, Count, and other aggregation functions applied to user attributes, account attributes, or custom event properties. Refine any metric further using filters on events, user attributes, account attributes, and custom event properties to zero in on exactly the data that matters.Formula builder for combined metricsCombine multiple metrics using standard mathematical operators (+, -, *, /, %, ^, and parentheses) to create aggregate metrics that reflect your specific business needs.Easy to read query formatQueries are now presented in a structured, readable format so it's easier to understand and validate what you've built, especially for complex calculations.View results directly in dashboardsComputed metric values are available for use in dashboard widgets, so your analysis is always just a few clicks away from your reporting views.Path AnalyzerSee how long users take to move through a pathPath Analyzer now shows two new time-based metrics to help you understand user progression. Hover over the connection between two nodes to see the average time users take to move between steps. Hover over any node to see the average time users take to reach that step from the previous node.Badge Icon ShapesDisplay badge icons in their original shapeThe Badge icon trigger type now supports displaying custom images in their original shape and aspect ratio, instead of cropping them to a circle. Enable the Preserve image shape setting on any badge engagement to maintain the original shape. New engagements have this setting on by default; existing engagements retain their current behavior.Getting StartedThe enhanced Query Builder is available in your PX account now. Open Query Builder and select the Metrics option while creating a report to get started. The existing Cohort experience remains accessible from the same view. Path Analyzer time metrics are available on any existing path report with no additional configuration. Badge icon shape settings are available in the engagement editor under the Badge trigger settings. Check out the Release Notes for more details. Have a question for our team? Drop a comment below! Thu, 30 Jul 2026 15:57:24 +0200 https://communities.gainsight.com/ideas/add-expiry-to-sticky-posts-31440 Sometimes it’s difficult to remember all the posts I’ve made Sticky. It would be great to be able to set an expiry when I toggle on the Sticky topic. For example, say I want a post to be sticky for 7 days, after the 7 days, the platform automatically removes it as Sticky. Thu, 30 Jul 2026 14:51:59 +0200 https://communities.gainsight.com/customer-success-cs-15/does-ai-follow-up-work-with-transcripts-only-request-for-official-clarification-31416  Hello Community, I’m reaching out to get some clarity on the requirements for AI Follow Up, specifically regarding whether it can generate summaries using only the meeting transcript, without requiring the recording. There seems to be conflicting information, some documentation and support responses indicate both transcript and recording are needed, while some users have reported success with transcript-only meetings.Has anyone recently been able to generate AI Follow Up summaries with just the transcript enabled? Can Gainsight provide an official update or clarification on this requirement? If transcript-only is not currently supported, I’d like to suggest this as a feature request. There are many scenarios where recording is not permitted, but transcripts are available, and it would be extremely valuable for AI Follow Up to work in these cases.Looking forward to hearing about your experiences and any official guidance!Thank you! Customer Success (CS) Thu, 30 Jul 2026 13:54:26 +0200 https://communities.gainsight.com/moderating-content-33/how-to-use-the-moderation-ai-agent-29103  This article helps moderators understand how to use Gainsight’s AI Moderation.Overview Why AI Moderation? How Does AI Moderation Work? Community Code of Conduct Moderation Status Moderator Tags Configure AI Moderation Content Moderation Widget Overview Community moderators are responsible for ensuring that user-generated content aligns with established guidelines and maintains a respectful, trustworthy environment. However, manually reviewing high volumes of content can be time-consuming, delay content publishing, and introduce inconsistencies in moderation.Using the AI Moderation from the Pre-Moderation Rules in the community settings, moderators can streamline this process. The Moderation AI Agent uses powerful AI models to evaluate content in real time, helping moderation teams screen posts faster and more consistently. Why AI Moderation? Moderation AI Agent helps enforce your community’s code of conduct by:Automatically detecting potentially inappropriate or harmful content. Flagging submissions for manual review or blocking them automatically based on risk level. Complementing existing tools such as Keyword Blocker and Spam Prevention.Moderation AI Agent can reduce the manual workload of your moderators, improve consistency, and accelerate content verification, while continuing to provide a safe and high-quality experience for all community members. How Does AI Moderation Work? Moderation AI Agent classifies posts and replies into Approved, Pending, or Trash, applying informative reasoning and descriptive moderator tags for human intervention, filtering, and review.It provides a fully automated moderation by immediately processing all User-Generated Content (UGC) through OpenAI's Moderation API, ensuring initial compliance. Post-clearance, the AI Moderation further validates content against detailed checks for adherence to community guidelines, absence of NSFW content, PII protection, and spam detection. Community Code of Conduct The code of conduct provides guidelines for the Moderation AI Agent and sets clear guardrails for moderation. This ensures that AI-powered moderation aligns with the unique needs of your community.You can reuse your existing public-facing community rules, code of conduct, or equivalent guidelines. In addition, you may include internal training documents that community managers use during onboarding. The Moderation AI Agent evaluates content against your code of conduct to make the initial decision about what is acceptable within your community.Note: The Community Code of Conduct can be up to 5,000 characters in length. Moderation Status Moderation AI Agent scores content on a scale of 0.0 - 1.0 and currently has three possible outcomes: Status Confidence Score Description Approved 0.0 - 0.4 Content is considered safe and appropriate. Content is approved, published, and visible in the community Pending 0.4 - 0.7 Requires manual review; borderline or uncertain content. Content is held in the Pending status, is not published, and is not visible in the community. Trash 0.7 - 1.0 Content violates community or Gainsight moderation guidelines. Content that is Trashed or Trashed and Reported is not published and is not visible in the community.  Moderator Tags Moderation AI Agent adds tags to each topic or reply that it reviews, to share insights on sorting, filters, and other analytics based on all content moderated.  Category Tags Positive Case Meets code of conduct SFW No PII No Spam Approved Pending Case Pending code of conduct Pending NSFW Pending PII Pending Spam Pending Negative Case Does not meet the code of conduct NSFW Contains PII Contains Spam Trash Other Cases Flagged by OpenAI AI Moderator To be reviewed by the community manager  Configure AI Moderation Moderators can configure Moderation AI Agent in addition to Keyword Blockers and Moderator Approval to ensure that the AI evaluates the content before it is published in the community.To configure AI Moderation:Log in to Control. Navigate to AI > Moderation AI Agent Turn on the Use AI Moderation toggle.Note: When AI Moderation is enabled, an AI moderator user is created. Gainsight recommends not deleting this user.   In the Code of Conduct, enter your community guidelines. (Optional) In addition to Administrator, Community Manager, Moderator, and Superuser, you can add additional roles whose content can be excluded from AI Moderation (Optional) Enable User profile moderation to review New member registrations. Registrations that don't pass are held in Pending for moderator review. Administrators, Community Managers, Moderators, and Superusers are exempt. Click Save changes. Content Moderation Widget Once Moderation AI Agent is configured, any Topics or Replies that do not meet your community’s guidelines are automatically tagged with Moderator Tags. These posts are then moved to Trash and Reported. You can review this content in the Content Moderation widget on the Control Home page.For more information on how to add this widget, refer to the Overview of Control Home article. Moderating content Thu, 30 Jul 2026 13:03:53 +0200 https://communities.gainsight.com/ideas/give-the-moderator-role-access-to-home-control-26383 Hello there!The Home view in the control environment is one of the better updates recently and I have it open all the time, to get an overview of unread topics, pending posts, reported content and so on.I noticed as we just got a new moderator to the team - that they don’t have access to the Home view. Therefore they need to switch tabs and look through different locations to see everything.A solution to this is to give them the admin/community manager role, but this would give them a lot of options which can be confusing for a moderator and also a bit too much information in general. My idea in short:I would like for the moderator role to have access to the Home view. I think it’s pretty clear on why a moderator would benefit from this view - so that they have a very clear update on everything. Don’t know what product area this would fit, feel free to change it @moderators  Thu, 30 Jul 2026 12:57:55 +0200 https://communities.gainsight.com/general-information-26/overview-of-control-home-24653 Last Updated On: September 18, 2025This article introduces Control users (such as community managers and administrators) to the Control Home in Customer Communities.Overview Control Home Widgets Customize Control HomeOverviewControl Home brings all information and data that matters to community managers and administrators upfront. This home page is equipped with a variety of out of the box cards that empower control users to stay on top of all that is happening within their communityKey benefits to control users:Faster Access to Insights: It serves as an action center where metrics that matter to community managers and administrators are available upfront. Proactive Management: It provides immediate insights into areas needing attention for a healthy and vibrant community.Control Home WidgetsThe following table describes the widgets that are available out of the box in Control Home:S.No. Widget Name Description 1 Summary This widget provides an overview of the most important metrics such as New registrations, Unique visitors, and Posts created. Each metric is calculated using data from the last seven days and displays a comparison with the previous seven-day period.  Click each metric to navigate to the User Dashboard, Audience Dashboard, and Content Dashboard pages. 2 Content Overview This widget provides quick access to everything related to content in the community. The content is further categorized by the Unread by team, Spam, and Reported tabs.  Click View all unread by team to navigate to the Overview page. 3 Pending This widget provides easy access to the Group, Posts, and Users requests pending for approval. 4 Popular This widget lists Topics and Categories gaining the most traction in the last seven days.  Click View all popular topics and View all popular categories to navigate to the Content Dashboard page. 5 Recents This widget provides an overview of recently registered Users, posted Articles, Ideas, and Product Updates. Click View all users, View all articles, and View all ideas buttons to navigate to the User Overview, Content Overview, and Ideas pages respectively. 6 Drafts This widget provides a list of active drafts related to Product Updates and Articles. 7 Leaderboard This widget provides the list of top five community users ranked by their points. Click View all users to navigate to the User Dashboard page. 8 Content Moderation This widget provides a list of Pending, Reported, and Trashed content. Moderators can approve, resolve, or delete the content based on how the content aligns with the community’s code of conduct.   Customize Control HomeCommunity managers and administrators can customize their Control Home to show only those widgets which are relevant to their daily roles and responsibilities. To customize:In Home, click Customize. The Customize window appears. Clear the checkboxes on widgets to remove them from Control Home. Drag-and-drop the widgets to change their order of appearance. (Optional) Click Reset to Default to restore the default settings. Click Apply.Note:Any changes to the Control Home dashboard are limited to the logged in control user’s account. The Summary widget is always placed at the top. Its position cannot be changed.If you have any queries or feedback, please feel free to drop an email to docs@gainsight.com or post a reply to this article. General information Thu, 30 Jul 2026 12:48:42 +0200 https://communities.gainsight.com/ideas/possibility-of-integration-between-community-subscription-alerts-with-google-workspace-chatspace-31437 I want to automatically send community notifications (like new posts or event announcements) directly to a Google Workspace Chat space, allowing members to receive real-time push alerts within their team's existing workflow instead of relying on individual email subscriptions. Does Gainsight Community support an integration with Google Workspace Chat (e.g., via webhooks, bots, or apps) to broadcast community updates to a group chat room? Current State: Users can only subscribe to notifications via email. Desired State: An automated push integration to a shared Google Chat space. Call to Action: Open to advice, workarounds (like Zapier or webhooks), or best practices from the community. Thu, 30 Jul 2026 12:26:34 +0200 https://communities.gainsight.com/exports-45/idea-export-30663 The Idea Export provides a focused look at ideation data within your community. This export is part of the Exports V2 framework, ensuring data consistency with the CC Data Lake and providing a granular view of how ideas are moving through their lifecycle.As a reminder, all Community Export V2 data and Dashboard metrics are processed in UTC. The date filter applies to the idea creation date. Idea Export SchemaThe Idea Export captures essential information about each idea, its current status, and community engagement through votes. Below is the data schema for the primary fields found in the Idea Export: Field Name Definition Idea ID Unique identifier that identifies the topic within Ideas. Topic public ID Unique identifier that identifies the topic platform-wide. Idea title The headline or summary name of the idea. Idea votes The total count of community votes received by the idea. Idea submitted date (UTC) The date and time when the idea was first posted (always in UTC). Idea status Label indicating the stage of an idea. Idea status last changed date (UTC) The date and time when the idea's status was most recently updated. Idea public URL The direct link to the idea on the community frontend. Idea product areas The specific product area assigned to the idea. Idea public tags Collection of public tags assigned. Idea assigned to Username of the moderator currently responsible for the idea. Category name The name of the community category where the idea resides. Last activity date The date of the most recent interaction (reply, vote, or edit) on the idea. Author User Name Author's user name Author User Rank Author's rank label in Control Author User RankTitle Author's rank label in Community Author User Role Collection of Author's role names. Exports Thu, 30 Jul 2026 11:07:56 +0200 https://communities.gainsight.com/ideas/display-image-file-names-for-attached-images-31436 Hello,Currently, when a user attaches a file to a post, the file name is always displayed, except when the file is an image. We believe file names should be shown consistently across all file types, including images.This is important for clarity, especially when users upload files and later refer to them by name in their post.Therefore, we would like the image file name to be displayed when an image is attached. Thu, 30 Jul 2026 09:55:18 +0200 https://communities.gainsight.com/ideas/multiple-sso-instances-for-each-protocol-24399 Digital Hub platform only supports one instance of each of the following SSO protocols: SAML2 OpenID Oauth2 Token Google DocuSign needs the platform to support multiple instances of the same SSO protocol so that the various account types utilized by DocuSign users all have a seamless ability to login to the site.Example:  Thu, 30 Jul 2026 09:27:04 +0200 https://communities.gainsight.com/ideas/execution-logs-for-query-source-in-dynamic-program-25679 Hi Team,Currently we don’t have the execution logs for the query in dynamic program. It would be really helpful if we can have the logs which would ease to check the data fetched by query and the actual data in the program. Thu, 30 Jul 2026 09:14:30 +0200 https://communities.gainsight.com/ideas/allow-customizable-number-of-hours-for-recurrent-evaluate-steps-in-new-dynamic-jo-23328 Is it feasible to make it to where we can adjust the number of hours a recurrent evaluate step in the new JO is evaluated? Having a condition evaluated every 11 hours massively throws off the timing for any following steps, which can lead to emails sending at all hours (not a good look).It’d be much simpler (and more useful) to have it where we could configure it to a reasonable number of hours, even if there were pre-configured options (12, 24), with an “up to x number of days” option. I’d much rather have it check every day and send at a consistent time.  Something like the following would be awesome (from the current advanced JO):  Thu, 30 Jul 2026 08:46:49 +0200 https://communities.gainsight.com/ideas/clone-program-steps-in-dynamic-jo-24427 We’re currently working a multistep survey program, which includes reminder emails & evaluate steps for generating CTAs based on a client’s response. Given the number of reminder emails & steps (split into two branches after participants are loaded), this leads to 6 evaluate steps and 12 ‘Create CTA’ steps that are identical in terms of criteria/filtering.For situations like this, it would be great to have the option to clone the first Evaluate & Create CTA steps so that we aren’t having to set the same criteria 6-12 times. Having this option would cut down. on build time and streamline the development process. Thu, 30 Jul 2026 08:44:22 +0200 https://communities.gainsight.com/ideas/dynamic-jo-add-ability-to-adjust-email-survey-outcome-criteria-25719 In the new Journey Orchestrator builder, when opting to use two branches after sending an email or survey, the default criterion is 'Opened/Not Opened'. However, if tracking is enabled for any link within the email template, Gainsight will automatically change the criteria to 'Link Clicked/Not Clicked'.For effective data collection, link tracking is enabled on every URL we add to an email template. But just because we’re tracking the number of clicks doesn’t necessarily mean we want to use an individual’s link click-through as the determining factor for subsequent actions. Currently, we cannot adjust this and rely on additional evaluate steps which adds clutter to the program & can increase potential problems if not correctly configured.As administrators and program designers, we should have the ability to adjust that outcome criteria to fit the needs of our specific email programs and organizations.  Thu, 30 Jul 2026 08:42:15 +0200 https://communities.gainsight.com/ideas/log-to-timeline-feature-parity-current-jo-builder-to-new-beta-jo-dynamic-builder-18082 Minor, but not as intuitive: while testing a send in the new beta Dynamic JO builder, it took me awhile to find the “Log to Timeline” checkbox, and it’s not quite intuitive. (screenshots below)It feels a lot more intuitive to have it in the same area we’re setting up the email sender profile and CC/copy info.Is this something that might be moved in GA?how to get to the checkbox in the new JO builderCheckbox location in new beta JO builderlog to timeline box in current JO programs  Thu, 30 Jul 2026 08:39:07 +0200 https://communities.gainsight.com/ideas/survey-url-field-being-available-via-dynamic-programs-23610 Currently, with Dynamic Programs the “Survey URL” field on the “AO Participant” object is NULL. This is needed for sending the survey if the user can’t find the email and it needs to be resent and for reporting. Previously, this could be done using the “Survey Participant” object. Survey objects contain the response URL, but there is no way to get the “Survey URL”.  Is it possible to have this field available via Dynamic Programs to continue workflows from previous programs.  Thu, 30 Jul 2026 08:37:46 +0200 https://communities.gainsight.com/ideas/ability-to-export-csv-from-baked-in-reports-12445 There are several baked-in reports throughout Gainsight (Journey Orchestrator Analytics, Program Analytics, User Management...), but these don’t allow you to export a CSV. I have to build the same report in Report Builder in order to do so. If export was available directly in the displayed report that would create for a seamless experience. Examples:Survey Statistics (Total Participants - ALL report) User Management Thu, 30 Jul 2026 08:34:46 +0200 https://communities.gainsight.com/ideas/ability-to-increase-operational-email-limit-for-nxt-8775 It is currently possible to have Support increase the operational email limit from 5k up to 40k but this is not possible for orgs on NXT. Are there any plans to allow this for NXT in the near future?   This seems like an arbitrarily low limit given that this is already possible in SFDC and requires admins to break programs into batches. If you have thousands of customers with multiple contacts, we’re talking multiple batches!  Thu, 30 Jul 2026 08:29:13 +0200 https://communities.gainsight.com/ideas/journey-orchestra-participant-sync-allow-every-quarter-12041 Right now, you have an option to sync participants daily, weekly, and monthly. We would like to send a quarterly summary out and it would be great to have the choice of quarterly added as well to this Thu, 30 Jul 2026 08:27:02 +0200 https://communities.gainsight.com/ideas/add-additional-participants-to-a-program-via-csv-6653 Would it be possible to add the ability to always add participants to a program after it has been published? I've seen a few customers use a csv and then want to add more participants at a later date. It would be nice if there was also a log of this happening to reference. Thu, 30 Jul 2026 08:25:28 +0200 https://communities.gainsight.com/ideas/tracking-email-responses-in-journey-orchestrator-6075 Gainsight is currently able to report on emails that were opened which have been sent by Journey Orchestrator. However, it would be incredibly helpful if we were able to also report off of if Emails have been responded to, that were sent by Gainsight! Being able to use this information would be exceptionally helpful in Programs, where an email chain might use a Conditional Wait to only send a follow-up email to those who have not yet responded to the email sent by Gainsight. Having this extra granularity would be great! Any idea if this is possible? If so, is there an ETA on when something like this might be available? Thanks for the time! Thu, 30 Jul 2026 08:10:30 +0200 https://communities.gainsight.com/product-updates/gainsight-cc-richer-discussions-smarter-navigation-and-more-developer-flexibility-31424 This release brings four enhancements that make community conversations easier to follow, give admins more control over moderation, who sees what, and give developers more flexibility in how they configure connectors in Developer Studio.Here's What's New Threaded RepliesTopic pages now support threaded replies, so related exchanges stay together and multi-thread discussions are easier to follow. Users can reply directly to any L1 or L2 reply, up to three levels deep. Key capabilities include: Dual reply editors that appear at the top of the thread and inline as users scroll Expandable reply input that grows as you type Paginated nested replies with a "Show more replies" option (up to 20 per page) Fixed oldest-first sort order for L2 and L3 replies The Control view has also been updated to mirror the destination view, with topic metadata and moderation controls moved to a sidebar for easier cross-referencing.Threaded Replies are optional. To enable them, turn on the toggle in Customer Communities Control.For more information, refer to the Threaded Replies article.Moderate Directly from the Topic PageAdmins can now moderate directly in the community, without switching to Control. Actions include closing a topic, marking a reply as spam, trashing a reply, highlighting a reply, and sending a Moderation Notice. For more information, refer to the Moderation article.Widget Personalization: Renamed and RefreshedThe Widget Visibility setting in Destination has been renamed to Personalization, with updated audience options that more clearly reflect how widget display works. The options are now: Everyone: Visible to all users Selected Segments: Visible to specific segment users Guest Users: Visible to users who are not signed in For more information on how to configure widget personalization, refer to the Widget Visibility article.Secrets and Variables in Developer StudioThe Secrets and Variables page under Integrations > Developer Studio now supports two distinct value types for connector configuration: Secrets store encrypted credentials such as API keys, tokens, and passwords. They are masked and restricted to headers and authentication fields. Variables store plain-text config values such as base URLs, environment IDs, and reusable settings. They stay fully visible and editable, and can be referenced anywhere a connector accepts input, including in the connector URL itself. For more information, refer to the Developer Portal documentation.Getting Started All four updates are available in your CC instance now. To enable or disable Threaded Replies, check your community settings. For Personalization settings, open any customizable page in Destination and look for the updated Personalization controls. Frontend moderation actions are available on any topic page with no configuration required. For Secrets and Variables, navigate to Integrations > Developer Studio in Customer Communities Control. Check out the Release Notes for more details. Have a question for our ​@Sudhanshu, ​@Larry, or ​@marekkoszlak? Drop a comment below! Thu, 30 Jul 2026 07:38:42 +0200 https://communities.gainsight.com/customer-communities-cc-17/new-reply-section-on-posts-nice-31432 I really like the ‘new’ reply area on posts, looks clean and modern. When will that roll out to everyones community?   Customer Communities (CC) Thu, 30 Jul 2026 07:30:05 +0200 https://communities.gainsight.com/ideas/add-a-filter-for-automated-program-to-global-timeline-show-company-relationship-activities-16238 I’m absolutely loving the new feature where we can log Automated Program activities to our C/R360 so that our CSMs are able to view any automated emails sent out by JO! This has really increased awareness of the programs we have sent, and ensures CSMs aren’t manually sending emails at touch points that are automated for them.One enhancement that would make this feature even more useful is being able to use the Global Timeline to filter to Automated Program and view all Automated Program activities logged across a CSM’s portfolio. For example: we have emails sending to Company Person(s) and being logged at the C360 level each time a new user accesses the product for the first time. Our CSMs would like to see at a glance all messages sent out on some cadence (daily, weekly, whatever), which having a timeline filter for Automated Program across companies & relationships would help with.I do recognize that creating a report that surfaces Timeline Activities where Type = Automated Program and adding it to a dashboard is a workaround, but wanted to raise the idea anyway, as I think it would create a more intuitive user experience for this particular use case & others! Wed, 29 Jul 2026 23:07:41 +0200 https://communities.gainsight.com/ce-skilljar-by-gainsight-18/skilljar-search-function-not-reflecting-updated-lesson-titles-or-surfacing-lessons-at-all-29335 We have updated lesson titles across multiple courses; however, the Search function is not reflecting these changes. In cases where titles were significantly revised, affected lessons are not appearing in search results at all.I have had a support ticket open regarding this matter for four months without resolution. Given the direct impact on the student experience, I wanted to reach out to the community:Has anyone else encountered this search indexing issue? Have any workarounds been identified that could restore search functionality in the interim? CE & Skilljar by Gainsight Wed, 29 Jul 2026 23:01:03 +0200