https://communities.gainsight.com On the Forum you can ask questions or take part in discussions. https://communities.gainsight.com/お知らせ-433/明日7-17-金-開催リマインド-レポート使いこなし勉強会-part2-ハンズオン編-31340 こんにちは！明日 7月17日（金）、「レポート使いこなし勉強会 Part2 -ハンズオン編-」を開催いたします！ 前回の「Part1（基本編）」に続き、今回は実際に皆様と手を動かしながらレポートを作成するハンズオン形式です！（といいつつ、前回時間がなくお伝えしきれなかったTipsの残りも少しご紹介します） 開催概要項目 詳細 日時 7月17日（金） 12:00 〜 13:00 対象 Gainsight管理者の方、レポート機能をより使いこなしたいCSMの方 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 「Part1に参加していない…」という方も全く問題ありません！金曜日のランチタイムにお会いできることを楽しみにしております お知らせ Thu, 16 Jul 2026 01:59:43 +0200 https://communities.gainsight.com/customer-success-cs-15/activity-sync-from-sf-how-to-sync-emailmessage-to-gs-31321 Hello,I need to have your advice related to Salesforce integration.In Salesforce side, I need to integrate Case related Emails from SF to GS.But I found that some Emails are exist in Task object, but others are exist in EmailMessage object in Salesforce side.Current Timeline Integration is able to sync Task or Event from Salesforce to GS Activity, but no way to sync EmailMessage to GS Activity same as Task?Does anyone have this knowledge to sync EmailMessage to Gainsight? Customer Success (CS) Thu, 16 Jul 2026 01:39:58 +0200 https://communities.gainsight.com/ideas/global-filter-in-dashboards-to-override-not-replace-the-filter-within-a-report-31339 Global filters are normally appended to the report's Advanced Logic with an AND, but when they land on a field the report already filters on, they replace that condition rather than add to it — which does not make sense as Global filters are expected to override report filters. This results to data inaccuracy.This isn't ideal for our case, particularly where we need the report filter to stay in effect alongside the global filter. Wed, 15 Jul 2026 22:12:14 +0200 https://communities.gainsight.com/ideas/cs-expose-api-usage-data-by-object-source-user-in-report-builder-31285 Request:Expose API usage data as a reportable object in Report Builder, with at minimum:Object queried Call source (connector name, MCP server, custom integration, etc.) User/service account attribution Timestamp and daily/rolling countGainsight's daily REST API limit (50,000 calls) is shared across all consumers — connectors, custom integrations, and now the Gainsight MCP Server. MCP usage is driven by natural-language prompts from end users, so call volume is no longer fully predictable or admin-controlled the way scheduled connector jobs are.In tenants with a large (and growing) user base and existing heavy API consumption from other automations, MCP-driven traffic can push aggregate usage toward the limit with no early warning — and no way to see which source is responsible when it happens.There's no way to see API consumption broken down by object, source, or user inside Gainsight. Admins have no proactive way to monitor, attribute, or forecast usage before hitting the ceiling.Why Report Builder specifically:This lets admins build their own monitoring dashboards and alerts using existing tools, rather than requiring a new dedicated UI — consistent with how other operational data (rule run history, connector job logs) is already surfaced. Wed, 15 Jul 2026 20:39:18 +0200 https://communities.gainsight.com/ideas/ability-to-hide-fields-in-spaces-31161 We’re looking to leverage Spaces to collaborate with customers on Success Plans. We use the Customer Goals object to track and manage Value (Proposed, Planned, and Deliver) with customers. At the moment, we’re being blocked because we have internal fields on the Customer Goal object that we need to keep hidden. We’d like the ability to collaborate on Customer Goals with customers via Spaces - without exposing fields that should be internal only.  Wed, 15 Jul 2026 20:13:51 +0200 https://communities.gainsight.com/ideas/cs-give-admins-explicit-control-over-gainsight-cs-mcp-data-scope-and-context-31090 ​I attempted to post this to the comments thread on this post, but I feel it warrants its own idea post.After reviewing the June 2026 on-demand release notes for both MCP enhancements, I want to respectfully share some honest concerns because, based on what I’m reading, I think both designs seem to share the same structural problem.THE CORE ISSUEThe release notes describe this directly:"Existing reports now serve as a knowledge layer for Gainsight CS MCP" because "reports encode your organization's terminology."There's an important distinction here: a knowledge layer describes what exists. A semantic layer — what's actually needed to ground an LLM — governs what data means, and who can see it. Reports provide the former. This design, however, assumes to provide the latter. FEATURE 1: QUERY USING EXISTING REPORTSWhat the docs appear confirmMCP searches reports you have access to, matching on names, descriptions, and filter logic Once a report is identified, MCP can dynamically: incorporate fields not in the report, add/modify/remove unlocked filters Only MDA-connection reports are included (SFDC and external connections excluded) Only reports run in the last 90 days qualify Reports without meaningful names or descriptions may not surface at allWhy this creates a potential governance riskThe report isn't a boundary — it's a discovery hint. Because MCP can add fields and strip unlocked filters at query time, a deliberately narrow report becomes an unscoped query template. Locked filters are honored (a real control worth acknowledging), but locked/unlocked filter status was designed for usability, not as a security perimeter. Few orgs have audited this with "an LLM can remove unlocked filters" in mind. Data and metadata hygiene becomes a functional dependency. Report naming, descriptions, field selections and filter quality now directly determine AI accuracy. In environments with reporting sprawl — inconsistent naming, legacy artifacts, overlapping definitions or (heaven forbid) self-service reporting access — the matching surface becomes both unpredictable and high-maintenance. The 90-day heuristic is a poor proxy for curation quality. Frequently run doesn't mean accurate.  QBR and annual planning reports — often the most carefully curated assets — can fall out of scope. What counts as a "run" is also undefined in the docs (dashboard render? scheduled export? any user?), making the effective discovery surface hard to predict. Cross-team report access is additive, not clarifying. Different teams may hold reports built with different filter logic, field selections, and naming conventions. MCP matching across that surface doesn't neutralize those differences — it inherits them.FEATURE 2: QUERY YOUR PORTFOLIO DATAWhat the docs appear to confirmPortfolio scope is determined exclusively from Gainsight Home filters No other Gainsight surface or configuration is read At least one Home filter must be configured — or the feature doesn't workWhy this creates a potential governance riskFilter state is invisible in the query interface. Results change silently when Home filters change, with no documented indication to the user that a filter is shaping the response False negatives are a design outcome, not a bug. Relevant accounts outside the current filter simply don't appear. Not every team uses Gainsight Home. For those that don't, the feature is inert. A UI personalization preference is not a book-of-business definition. Using Home filter state as the ownership model is a fragile abstraction for anything downstream that matters.BOTH FEATURES CAN FAIL IN OPPOSITE WAYS — FOR THE SAME REASON  In both cases, admins have no surface to adjust the behavior to their environment. ADDITIONAL POTENTIAL GAPS WORTH FLAGGINGDerived field behavior under dynamic modification is undocumented. In-report formula fields exist only at render time. What happens when MCP modifies the report's logic first is unclear. Data Designer outputs that overlap with base fields have no documented precedence model. Associated record resolution is an open question. Associated Record WHOID/WHATID lookup relationships aren't consistently resolved even across core Gainsight features today. How MCP would handle this when those objects become relevant is undefined.  Absence of inclusion on a Gainsight report is not evidence of unimportance.It's often evidence of the opposite — the analysis mattered enough to do properly (or with broader visibility) which meant doing it outside Gainsight. GS data is exported and surfaced in a BI tool because Gainsight's reporting layer couldn't handle the logic required. Those are often the highest-stakes analyses: compliance rates, portfolio-level KPIs, multi-source metrics. No Gainsight report exists precisely because the answer required something more capable. The MCP's discovery model inverts this. It treats a Gainsight report as the signal of relevance. So the analyses your org trusts most — the ones sophisticated enough to require a BI tool — are systematically invisible to it, while simpler, natively-built reports qualify.No audit trail. Neither the release notes nor the admin guide indicates who to know which report was matched, or what filter/field modifications MCP applied to produce a given answer. The tool surfaces changes outside admin change management. This release alone requires users to disconnect/reconnect (Claude) or an admin app refresh (ChatGPT). MCP capabilities shift between releases, outside any change process the admin controls.And these are just the things that came to mind for me. WHAT'S ACTUALLY NEEDEDThe release notes describe, at a high level, what each feature does — reports are matched on names, descriptions, and filter logic; locked filters are honored; only MDA-sourced reports run in the last 90 days qualify. However, it falls short on important details like how matches are ranked when multiple reports qualify, what counts as a "run," and how filter modification decisions are made at query time.Admins are being asked to govern a surface they can observe but neither directly affect nor predict.What's needed is a purpose-built MCP configuration layer where admins can:→ Explicitly define which objects and fields are exposed→ Attach business meaning to fields — definitions, context, caveats→ Designate authoritative sources (Data Designer or otherwise) rather than inheriting whatever reportsexist→ Declare ownership logic directly, rather than inheriting Home filter state→ Decouple AI context from UI state and report library condition entirelyThe MCP Server has real potential; however until admins can explicitly define context and tune it to our own unique business requirements — rather than inherit it from artifacts that require  that business context to understand and interpret — the orgs with the most mature and customized environments are the ones who will trust it the least.​ Wed, 15 Jul 2026 20:10:54 +0200 https://communities.gainsight.com/ideas/connector-time-filter-should-be-dynamic-30606 Team, we have over a million new records being created every day for a connector because there is no way to set a dynamic filter to only include data from the last N days. This seems like a pretty basic request and one that would improve product parity with reporting, rules and programs. Having so much data is not good for data hygiene and may impact performance.  Wed, 15 Jul 2026 20:08:53 +0200 https://communities.gainsight.com/ideas/feature-request-make-health-score-product-score-available-as-a-standard-filter-across-px-31335 Hi Team,I would like to submit a feature request based on a limitation that has been reported by multiple customers and is impacting their ability to use Health Score effectively within Gainsight PX.BackgroundThe Health Score (also referred to as Product Score) is available under Administration > Attributes and can also be viewed in Account Explorer. However, this attribute is not available as a filter or targeting option in several important areas of the product.Current LimitationAt present, customers cannot use Health Score or Product Score in the following areas: Audience Explorer for creating user or account segments Engagement Audience Rules at the account level Analytics dashboards and reports Email engagement triggers or automation rules Although the score is available in the platform, customers are unable to use it to build audiences, target engagements, or automate workflows.Business ImpactHealth Score is one of the most important indicators customers use to identify accounts that may need attention. Since it cannot be used as a filter or targeting attribute, customers are forced to perform manual work instead of creating automated workflows.One common use case that is currently not possible is: Automatically show an in-app guide when an account's Health Score falls below a defined value. Automatically send an email when an account's Health Score drops below a specified threshold. Build audiences based on different Health Score ranges for proactive customer engagement. Filter analytics to understand the behavior of low-health or high-health accounts. These are common customer success and retention workflows, but they cannot be achieved today because Health Score is not available in audience rules or engagement conditions.Current WorkaroundThe only available workaround is to: Open Account Explorer. Filter accounts using Product Score. Export the results as a CSV file. Upload the CSV as a CSV Segment. Use that segment for engagements. While this works, it requires manual effort every time the data changes. It is not scalable, is not real-time, and prevents customers from creating dynamic audiences and automated engagement journeys.Requested EnhancementPlease make Health Score or Product Score available as a standard filter and targeting attribute in the following areas: Audience Explorer filters Engagement Audience Rules at the account level Analytics filters and dashboards Engagement trigger conditions for both in-app and email engagements Why This Should Be PrioritizedThis request has been raised by multiple customers who want to automate engagement based on account health. Since the Health Score already exists within the PX data model and is visible in Account Explorer, making it available across filtering and targeting experiences would greatly improve its usability and help customers automate important customer success workflows.This enhancement would reduce manual effort, improve customer adoption, and enable proactive engagement based on account health.Please let me know if any additional customer examples or business use cases would be helpful. Thank you for considering this request.Thanks,Bhanu Wed, 15 Jul 2026 19:51:59 +0200 https://communities.gainsight.com/meetings-office-hours-3/emea-admin-office-hours-thursday-session-16-07-2026-31338 This thread is for the upcoming EMEA Admin Office Hours for Thursday, July 16th, 2026. Time: 1:00 – 2:30 PM UK Time Have questions? Drop them in this thread—we’ll cover them live during the session! Join Zoom Meeting (Note: this is a new link!)https://gainsight.zoom.us/j/94074862515?pwd=DAiixkKZfGaL7va9VNZiEiPiGUA261.1🔢 Meeting ID: 940 7486 2515 Passcode: 333404 One Tap Mobile (US)+17193594580,,94074862515#,,,,*333404#+12532050468,,94074862515#,,,,*333404# Dial-in by your location(US, UK, India, Israel, Canada & more) Find your local number Join via SIP94074862515@zoomcrc.com Join via H.323 US West: 144.195.19.161 US East: 206.247.11.121 India (Mumbai): 115.114.131.7 India (Hyderabad): 115.114.115.7 Netherlands (Amsterdam): 159.124.15.191 Germany: 159.124.47.249 Australia (Sydney): 159.124.104.213 Australia (Melbourne): 159.124.74.212 Brazil: 64.211.144.160 Canada (Toronto): 159.124.168.213 Canada (Vancouver): 159.124.196.25 Japan (Tokyo): 170.114.194.163 Japan (Osaka): 147.124.100.25 Meeting ID: 940 7486 2515 Passcode: 333404Looking forward to seeing you there!—ShivGainsight CSA Meetings & Office Hours Wed, 15 Jul 2026 19:27:54 +0200 https://communities.gainsight.com/ideas/add-a-reports-tab-to-success-plans-30925 We are having our team do onboarding via success plans, and we keep finding that there is a lot of information that we would like to exist on the success plan. Some of which is stored in tables and not just one field. We would love it if there was a way to add a tab and add reports associated with the company onto the success plan. Wed, 15 Jul 2026 19:18:15 +0200 https://communities.gainsight.com/ideas/ability-to-schedule-post-in-product-updates-not-just-with-articles-31337 It looks like the “schedule publishing” option doesn’t exist when you create a post in “product updates.” Can this be an added functionality like when you create a new “article”? Wed, 15 Jul 2026 19:17:50 +0200 https://communities.gainsight.com/customer-success-cs-15/live-dynamic-program-queries-allow-us-to-see-advanced-logic-31336 Many times in a query, the number of items in use extends beyond criteria “J”, however, when a dynamic program is live, we cannot see any advanced criteria to the right of “J”.  Example below (I needed to check this was N and (O OR P) but needed to take the very risky action of editing and republishing.)Please correct this.  Customer Success (CS) Wed, 15 Jul 2026 19:16:18 +0200 https://communities.gainsight.com/ideas/gantt-chart-tasks-order-12004 When on the Gantt Chart for a Success Plan, tasks from an Objective are randomly ranked independently of their initial ranking, independently of the timeline logic we built. Can you improve this vizualisation ? Is it already planned ? Thanks Wed, 15 Jul 2026 19:10:43 +0200 https://communities.gainsight.com/ideas/ability-to-filter-timeline-entries-for-cheat-sheet-30800 Hi there - I see that in this next release, there will be more ability to customize Cheat Sheet sections. That’s all well and good, but what we need is to filter the actual data that’s going into Cheat Sheet. I agree with this idea about adding more data sources into Cheat Sheet, but this idea is strictly related to Timeline entries.Right now, we’re stuck with every Cheat Sheet looking at exactly the last 6 months of all Timeline entries. Our issue is that we automate quite a few milestones (CSM change, Status change, Stage change, etc.), which are helpful in other areas of the product, but are more or less useless when it comes to Cheat Sheet. I’d like to be able to filter out Milestones for Cheat Sheet, but this is not possible. While we’re at it, I’d like to be able to filter on the following: Type (as mentioned above) Milestone Type (just in case we do want to include some milestones Activity Date  Custom fields Thanks for considering. Wed, 15 Jul 2026 18:29:17 +0200 https://communities.gainsight.com/ideas/share-dynamic-programs-via-spaces-30768 Right now, there is no direct way for Spaces to share content that was sent to a company via Dynamic Programs. I’m sure there are ways you could configure it (Download the email template, store on an internal platform with a public link, add that link to the Space via a note widget) but it’s clunky & doesn’t include any tokenized content that might be specific to a customer.Given the emphasis of Spaces for scaled/digital customers, where most of the communications will often come in a 1:many format, it would be great if Gainsight found a way to include recent Dynamic Program communications that were sent to the company. This could be a toggle at the program level (much like Log to Timeline is) and would let the customer view the email content (much like you can in Timeline with formatted/tokenized info) directly in the Space.Not only does this amp up Spaces as a single source of digital content for the customer, but it also reduces the burden on a Digital CSM. These customers are already receiving the bulk of communications via digital methods & allowing them to view a list of what they were sent & retrieve them as needed would reduce the need on a Digital CSM to answer common questions of “I didn’t get the product email, can you resend?” Wed, 15 Jul 2026 17:49:41 +0200 https://communities.gainsight.com/all-about-pulse-8/pulse-2026-meet-your-social-rockstar-31075 Hey everyone! The expedition is complete, and we have our Pulse 2026 Social Rockstar! Pulse USA 2026 is a wrap, and the #PulseExplorer2026 posts did not disappoint. Thank you to everyone who shared their moments, takeaways, and memories from the conference, you made this year's contest one to remember. Now, the moment you've been waiting for…  Congratulations to ​@dayn.johnson  The Lucky Wheel has spoken!Dayn is officially our Pulse USA 2026 Social Rockstar, and will be taking home a free ticket to Pulse USA 2027, alongside a Social Rockstar badge on their Community profile. Keep the conversation going below, we want to hear what you're bringing back to your teams. See you on the next expedition. All About Pulse Wed, 15 Jul 2026 17:10:29 +0200 https://communities.gainsight.com/product-updates/gainsight-cc-organize-ideas-and-product-updates-by-category-for-better-discovery-open-beta-30310 Make it easier for your community to find, explore, and contribute ideas with category-based organization for Ideas and Product Updates.With this enhancement, Ideas and Product Updates can be created directly within Community Categories, helping keep feedback aligned to the right product areas and improving navigation across the Community experience.This means cleaner organization, better filtering, and a more intuitive way for members to engage with the content that matters most to them. What’s NewMandatory category selection for new Ideas and Product UpdatesEvery new Idea or Product Update must be assigned to a Community Category before it’s published, ensuring consistent organization across your Community.Category-based filtering in Destination viewMembers can now filter Ideas and Product Updates by category, making it easier to discover content related to specific products or topics.Role-based access control Leverage existing category permissions to securely scope Ideas or Product Updates to specific user roles or groups.Tabs widget support for Ideas and Product UpdatesThe Ideas and Product Updates tab includes category-based filtering, allowing users to view content by product area alongside other supported content types. Learn MoreLearn how to organize Ideas in Categories: Getting Started with Customer Community Ideation Learn how to manage Product Updates by Category: Getting Started with Product Updates  Shoutout to the Limited Beta CrewBig thanks to the teams at Cognite, Alliant, KPN, and Adobe for putting Ideas and Product Updates in Categories to the test! Your feedback helped ​@Larry and the rest of Gainsight’s Product and Development team polish the experience for communities everywhere. Also in this Release: Experience Faster, Smarter Community Data Exports with Exports Enhancement (GA)Gainsight has enhanced Community’s data export functionality, delivering better data accuracy, broader insights, and a smoother user experience with the new Exports v2.  Check out the Exports Enhancements Release Notes and Ideas and Product Updates in Categories Release Notes for more details. Have questions or feedback? We’d love for you to join our Open Beta Group for Ideas and Product Updates in Categories, drop a comment below, or better yet, ask our new AI!  Wed, 15 Jul 2026 16:27:17 +0200 https://communities.gainsight.com/ideas/multi-version-support-in-playbook-email-tasks-and-email-assist-12250 It would be great if Gainsight Assist and Playbooks supported multi-version email templates. We are rolling out Gainsight to our Client Success Managers that manage International accounts/clients that speak different languages where this is needed. As a work around, we set up a JO but there are some touch points where this would be helpful. Rather than having multiple individual email templates for each language, or a playbook for each language, we would like to group them. Wed, 15 Jul 2026 16:22:57 +0200 https://communities.gainsight.com/ideation-40/product-teams-and-ideation-chapter-4-connect-to-external-tools-20018 Power up your product development process by integration inSided ideation into your tech-stack: automate the community ideation workflow for your product team by surfacing/escalating the right ideas at the right time, whether that’s into Jira,  Slack, Productboard, or any other tool! You can also manually escalate topics to Jira.This series of articles outlines guidance and best practices for Product teams who want to use inSided ideation to capture user feedback, ideas and feature suggestions from their customers to build better products.This is the fourth and final chapter in the series and provides some ideas and examples on how you can integrate inSided ideation into other tools in your techstack.The series covers the following topics: Chapter 1 - What is ideation Chapter 2 - Finding the right workflow Chapter 3 - Measure success Chapter 4 - Connect to external tools (you are here) After you’ve finished reading the chapters you should view the inSided blog, another great resource on building better products. Connect to Salesforce**inSided SFDC integration is needed to connect inSided to SalesforcePush customer feedback data to Salesforce CRM to get a 360° view of customer health. View which contacts have been engaging with ideas and see which customers have actually submitted product feedback via the community. Learn how to set up the inSided SFDC Integration Connect to Productboard*inSided Productboard integration is needed to connect inSided to ProductboardProductboard is a tool used by product managers to collect customer insights, prioritize what to build and rally everyone around the roadmap. With our connection to Productboard you can create new notes in Productboard when the status of an idea changes in inSided or when you assign a specific moderator tag to an idea. Generate an API token from the integrations page in Productboard workspace settings. Go to Control → Integrations → Apps → Productboard. Enter your Productboard API token and hit ‘Install’. You’re ready to go!Learn more about the inSided Productboard Integration Connect to Slack**A Zapier integration is needed to connect inSided to SlackSlack is a popular communication tool for teams for 1:1 and 1:many communication, a lot of time is spent in Slack and therefore it’s good to bring customer feedback directly to this channel. With our connection to Slack you can send a slack notification to a specific channel (e.g. The channel for your product team) when there is a new idea submitted in the community. Additionally you can push new replies on ideas in an existing thread on Slack. Notify a slack channel when an idea status changes (e.g. from “Under construction” to “Done”) this is a great way to celebrate success together and inform your (CSM) team when a new product idea is successfully delivered.The following information can be pushed to Slack: Channel to which the message needs to be send Message text Idea title Idea URL Author username Learn how to connect to Slack via Zapier Connect to Microsoft Teams**A Zapier integration is needed to connect inSided to Microsoft teamsThe inSided <> Microsoft Teams connection works pretty much the same as Slack. You can send a channel message when there is a new idea submitted in the community. Notify a channel when an idea status changes (e.g. from “Under construction” to “Done”) this is a great way to celebrate success together and inform your (CSM) team when a new product idea is successfully delivered. Connect to Jira**A Zapier integration is needed to connect inSided to JiraJira is widely used by product engineering teams to plan, track and release software. With our connection to Jira you can do the following:Create a new Jira ticket when an idea status changes (e.g. from “New” to “Added to backlog”) in inSided. You don’t want to push each new idea to Jira otherwise your backlog may get messy very quickly. But if you decide to act upon a customer idea you want to create a ticket for your development team so that they can start working on it. Automate this process by setting up a zap that will create a new Jira ticket when the idea status changes.Still want more control? You can only create new Jira tickets when a moderator tag is added to an idea. When you assign a specific moderator tag (e.g. “push-to-jira”) you can automatically convert the idea to a Jira ticket. Connect to …We’d love to hear your thoughts and use cases. Did you create a cool connection to an external tool that is not listed here? Let us know in the comments below and inspire us and the community. Ideation Wed, 15 Jul 2026 10:27:56 +0200 https://communities.gainsight.com/カスタマーサクセス-cs-420/7-10-金-開催-レポート使いこなし勉強会-の資料共有-31315 本日は「Gainsight CS レポート使いこなし勉強会」にご参加いただき、ありがとうございました！本日の資料を共有させていただきます！添付ファイルをご参照ください。ご都合が合わなかった方も、ぜひ目を通してみてください。 来週7/17（金）12:00 -13:00は、『続！レポートのTips ＆ レポートハンズオン』を実施しますので、ぜひご都合よろしければご参加ください！ ■「もっとここが知りたい」をぜひコメントで教えてくださいレポートまわりで気になっていることや、もっとここを教えて欲しいなどあればぜひコメントで教えてください例）・「こういうレポートを作りたいけど、どう組めばいい？」という具体的なお題・ダッシュボードの構成やレイアウトの考え方・データデザイナーなど、もう一歩踏み込んだ使い方・当日の中で、もう少し深掘りしてほしかったところいただいた声は、今後の勉強会の参考にさせていただきます。  カスタマーサクセス（CS） Wed, 15 Jul 2026 04:55:07 +0200 https://communities.gainsight.com/community-news-2/2026-europe-gamechanger-award-nominations-are-now-open-31333  We're excited to announce that the 2026 GameChanger Awards for Europe are officially underway! We are celebrating the leaders, teams, and innovators across Europe who are redefining what winning with customers looks like. Whether you're driving adoption, transforming engagement, scaling with AI, or building unstoppable communities, this is your moment to shine.   Who's Eligible: These awards are open to customers based in, as well as companies of any origin with business results driven in Europe.We're introducing 6 new categories this year:The Retention Champion The Adoption Accelerator The Digital Architect The Intelligent Innovator The Rising Star Customer Success Transformation of the YearFull category descriptions can be found hereHow To Apply:We've streamlined the submission process to make it easier to nominate yourself or your team. Attached is a list of what's needed to submit your nomination today. Submissions close August 14th, 6pm BST. Submit here Community News Wed, 15 Jul 2026 01:47:12 +0200 https://communities.gainsight.com/ideas/px-email-engagements-add-cc-and-or-bcc-addresses-31332 Hi there,We’re trying to leverage a PX Email Engagement to encourage at-risk accounts to meet with us, but we’ve found a major hole in this idea: the inability to add a CC’d address to an Email Engagement.Ideally we’d like to add our accountmanagement@ email address as a CC on those emails, so that it would open an Account Management ticket in our Helpscout account, enabling us to leverage Helpscout’s automations based on whether/how the customer interacts with the Email Engagement.At present, there is no way I’ve been able to find to automate/schedule follow-up based on a recipient not interacting with an Email Engagement.I can also imagine any number of reasons we’d want to add a CC or BCC on Email Engagements, so I hope this is something you can add!Thanks!Caroline Wed, 15 Jul 2026 00:51:50 +0200 https://communities.gainsight.com/ideas/salesforce-integration-support-child-account-mapping-for-community-members-31331 What problem are you trying to solve?The Gainsight Community Salesforce integration currently maps community members to Salesforce accounts, but only at the parent account level. For organizations that use parent-child account hierarchies in Salesforce (which is extremely common in enterprise environments), this means the majority of community members are not being accurately mapped to their correct account. Any user associated with a child account is either mapped to the wrong account or not mapped at all.For companies with complex account structures, child accounts often represent the bulk of their customer base. The integration working for parent-only accounts effectively means the integration is not working for most users.How are you currently working around it?Currently there is no clean workaround. Options being explored include configuring SSO field mapping through a third-party identity provider (Auth0) to manually surface Salesforce IDs, or building a custom connector to call the Salesforce API at login to retrieve account data by email. Both require significant custom development and introduce complexity and security considerations that would not be necessary if the integration worked as expected out of the box.What would the ideal solution look like?The Salesforce integration should be updated to traverse the full account hierarchy when mapping community members. Specifically:When a community member's email or contact record is matched in Salesforce, the integration should identify and store the associated child account ID (not just the parent account ID) so that the member is mapped to the correct account at every level of the hierarchy.Ideally, administrators would have the option to configure how the hierarchy is handled, for example mapping to the child account by default, or selecting whether to surface child account ID, parent account ID, or both.Why does this matter?Accurate account mapping in the community is foundational to almost everything else: reporting, segmentation, personalization, success tracking, and integrations with tools like Pendo, Gainsight CS, and other platforms that rely on account-level identification. When community members are mapped to the wrong account or not mapped at all, every downstream system that depends on that data is affected.This is not just a reporting inconvenience. For teams using the community as part of a broader digital customer success strategy, incorrect account mapping means you cannot reliably attribute community engagement to the right customer, cannot personalize experiences at the account level, and cannot connect community activity to product usage or health scores.Who else is impacted?Any Gainsight Community customer whose Salesforce instance uses parent-child account relationships, which represents a significant portion of enterprise customers. This is likely a silent pain point for many organizations who may not have investigated why their member-to-account mapping appears incomplete. Wed, 15 Jul 2026 00:36:32 +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! Tue, 14 Jul 2026 23:11:32 +0200 https://communities.gainsight.com/ideas/add-native-promotional-pop-ups-announcement-campaigns-for-customer-communities-31330 Many community managers need a way to proactively highlight important content without relying solely on homepage banners or featured topics.I'd like to see a native Promotional Pop-up (or Announcement Campaign) feature that allows administrators to display a customizable modal dialog to visitors when they enter the community or specific pages.Examples include:Promoting annual customer conferences (such as Ignite) Announcing product launches or major releases Highlighting webinars and live events Driving awareness of new documentation or training Sharing important service announcements Welcoming first-time visitorsDesired functionalityAdministrators should be able to configure:Rich text editor with images and branding Primary and secondary call-to-action buttons Display delay (for example, after 2–5 seconds) Frequency controls Once per session Once per day Once per week Until dismissed Page targeting Homepage only Specific product pages Knowledge Base Forums Entire community Audience targeting using Segments Start and end dates Mobile-responsive layout Optional analytics showing: Impressions Dismissals Click-through rate Conversions Today, many communities have to build this functionality using custom HTML/CSS/JavaScript widgets, which requires development effort and ongoing maintenance. A native solution would make it much easier for community managers to launch professional announcement campaigns without writing code.This would complement existing Topic Banners and Featured Topics by providing a more attention-grabbing way to communicate high-priority announcements while giving administrators fine-grained control over when and where they appear. Tue, 14 Jul 2026 22:51:34 +0200 https://communities.gainsight.com/ideas/allow-manual-override-correction-of-ai-generated-background-in-cheat-sheet-31328 Problem:The AI-generated company background/description feature works by prompting an LLM directly rather than pulling from a verified source like the company's website URL on the account record. When a company name is shared by multiple organizations, the AI can generate a description for the wrong company entirely — and today there is no way for admins or CSMs to correct it.Real example:For our Account A Gainsight support confirmed the AI generated a description for Account B a UK-based job-matching platform - a completely different company that happens to share part of the name. Support confirmed via Engineering that:The description is generated from general AI/web knowledge, not from the company URL or internal timeline/account data already stored in Gainsight. There is currently no way to manually edit or correct a generated description. No way exists to feed the AI the correct company URL to ground its answer.Why this matters:CSMs & leadership rely on this field for quick context before calls/QBRs — an inaccurate description actively misleads rather than helps. We already have the correct company URL/website stored on the Company object in Gainsight. It seems reasonable that the AI should be grounded in that data (or at least allow it as an input) rather than guessing from name alone. Name collisions aren't rare - many companies share names with unrelated entities (recruitment platforms, consumer apps, etc.), so this isn't an edge case.Requested solution (either would resolve this):Allow admins/CSMs to manually edit or override an AI-generated company description, similar to other editable fields, OR Let the AI generation process use the Company's website URL (already stored on the account) as a grounding input instead of/alongside name-based lookup, so it doesn't have to guess.Impact if implemented:Improves trust and accuracy of AI-generated content across the CS org, especially for companies with generic or non-unique names. Tue, 14 Jul 2026 20:22:59 +0200 https://communities.gainsight.com/ideas/make-post-text-box-resizable-31329 We’ve received customer feedback that it would be helpful if we could resize the text box when typing the body of a post. You can see an example here of how Reddit does it.  Tue, 14 Jul 2026 19:59:25 +0200 https://communities.gainsight.com/product-experience-px-16/optimizing-email-campaigns-a-strategic-approach-24031 Enhancing Email Campaigns: A Strategic Approach In the realm of customer engagement, precision matters. When orchestrating email campaigns for extensive participant bases, the challenge is to ensure messages resonate with the right audience at the right time. To streamline this process effectively, an approach incorporating conditional waits and participant segmentation proves invaluable. Consider a scenario where a program has 6,000 participants and aims to divide them into six distinct groups over six months, sending 1,000 emails monthly. Additionally, to maximize engagement, the campaign requires conditional waits: if a recipient fails to click a link within three days, a gentle reminder email is sent. This use case also involves segmenting participants based on their Monthly Recurring Revenue (MRR) to personalize the messaging effectively. Streamlined Implementation Achieving precision in email distribution and timing necessitates a systematic approach. Here's a simplified breakdown of the strategic implementation: 1. Participant Segmentation: Before launching the email campaign, participants are segmented based on predefined criteria, such as MRR. This ensures tailored messaging, resonates with each group's specific interests and needs. 2. Conditional Waits: A crucial aspect of the campaign involves employing conditional waits. In the older JO version, we could not implement a conditional wait right after selecting the audience, here we have the flexibility to slice the participants as per the specific use case even before sending the 1st email which allows us to divide all the participants in specific batches. 3. Branching Logic: Depending on whether participants meet certain criteria, such as clicking a link within the specified timeframe, they are directed along different paths, ensuring personalized communication. Also, the rest of the participants who do not meet the desired criteria are then moved to the “Remaining branch” which can then again be evaluated if needed. 4. Dynamic Scalability: Importantly, the campaign framework allows for dynamic scalability. With no limitations on the number of conditions and branches, the campaign can adapt seamlessly to evolving participant dynamics, optimizing its effectiveness over time.  Conclusion In the quest for effective email campaigns, precision targeting is crucial. By leveraging conditional waits, participant segmentation, and dynamic scalability, organizations can enhance engagement and foster meaningful interactions with their audience. This streamlined approach not only improves campaign performance but also nurtures stronger connections between brands and participants, fostering long-term loyalty and satisfaction.  Product Experience (PX) Tue, 14 Jul 2026 19:30:31 +0200 https://communities.gainsight.com/meetings-office-hours-3/tuesday-us-admin-office-hours-cs-platform-july-14-2026-1pm-pt-2pm-mt-3pm-ct-4pm-et-pre-session-thread-31327 Hello everyone! This thread is for today’s Tuesday US Admin Office Hours session, Tuesday, July 14, 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, July 14, 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, 14 Jul 2026 18:33:05 +0200 https://communities.gainsight.com/ideas/member-administration-group-owners-view-member-email-addresses-31244 Member Group Owners really need to be able to see members email addresses. When people request access to a user group currently the group owner cannot see their email addresses in the front or back end. This is important for validating if they are actual customer, and in some cases to see which company to ensure there is no issue with competitors accessing a specific area.  Thank you, Sara  Tue, 14 Jul 2026 14:13:31 +0200 https://communities.gainsight.com/customer-communities-cc-17/how-to-hide-idea-option-with-css-in-the-create-new-topic-workflow-22489 Currently, permissions for ideation are binary “all or nothing” access to view, create, reply, and vote. (Vote for this idea if you’d like to break these out)I need to hide Idea as option when creating Topics, as we’ll be changing our idea intake to a form-based intake for standardizing fields. The ideas will still live on our community, the form will create the idea via the API. We just want to standardize the information we receive at the request of our product team. This will allow other community members to still view, reply, and vote for the ideas, in addition to the administration and moderation features we can leverage. To do this, I will need to “disable” the Create Idea option by hiding it with CSS.   Customer Communities (CC) Tue, 14 Jul 2026 13:59:22 +0200 https://communities.gainsight.com/ideas/extend-new-dev-studio-to-groups-31326 Hello, I recently started using the new Developer Studio tools and I am really impressed. I am working on a customization for groups and noticed a couple of script targeting rule omissions. It would be great to add the following. You are able to target all overview pages (ideas, product updates, knowledge) except the groups overview page.  You are able to target specific category pages with category/123 but can’t do the same for specific group pages.Thanks! Tue, 14 Jul 2026 13:35:28 +0200 https://communities.gainsight.com/customer-communities-cc-17/sso-vs-username-password-login-in-community-31303 Is there a way to distinguish whether a community member has signed on using SSO or a username/password in Community? Analytics available within Community doesn’t provide this information. Anywhere else I can retrieve this? Customer Communities (CC) Tue, 14 Jul 2026 11:54:03 +0200 https://communities.gainsight.com/コミュニティ-ワークショップ-457/コミュニティ立ち上げ後のロードマップについて-31310 はじめまして。鈴木と申します。今年度からカスタマーマーケティングの専任担当となり、コミュニティ立ち上げの準備に追われています。そこでぜひ皆様にうかがいたいのですが、コミュニティを発展させていくロードマップをどのように設定されていますか？どのタイミングでどの指標をベンチマークに置いているのか、そのKPIを満たすためにどのような仕掛けを考えているか…などなど皆様の知見をお伺いできると幸いです。もしくは自分たちも同じこと悩んでいるなどでもコメントいただけると嬉しいです。よろしくお願いします！ コミュニティ ワークショップ Tue, 14 Jul 2026 10:39:27 +0200 https://communities.gainsight.com/customer-communities-cc-17/introducing-the-community-professionals-meet-up-group-31286 Hey everyone!We've been running our Community Professionals Meet-ups for a while now, creating a space to get together, share what we're working on, and have honest conversations with people who also understand the role.And now we have a proper home for it here too!Our new Community Professionals Meet-up Group is where you'll find session recordings and recaps, upcoming event info, and a place to keep the conversation going between Meet-ups.  Our Meet-ups cover a range of topics - from superuser and champion programmes to content strategy, engagement tactics, and everything in between. Every session is shaped by you. If that sounds like your kind of space, come join us. Join the Community Professionals Meet-up Group  See you in there. Customer Communities (CC) Tue, 14 Jul 2026 10:29:13 +0200 https://communities.gainsight.com/ideas/custom-role-as-a-rule-for-assigning-badges-automatically-31324 I would like to have ability to select custom roles as a rule when automatically assigning badges.  Tue, 14 Jul 2026 10:08:04 +0200 https://communities.gainsight.com/ideas/in-app-hub-new-editor-shortcomings-padding-other-css-control-onboarding-progress-bar-icons-notifications-31323 I submitted this as Product Feedback, and they suggested I post it here. Our Onboarding Guides look great in the old In-App Hub, and we’d like to upgrade to the new Editor, but the new Editor is lacking some features we need:Compared with the old editor, the List Items in the new editor are WAY over-padded, such that where I can fit 8ish list items per “page” in the old editor, I can only fit 4 in the new editor, where the excess items are hidden behind another click I don’t want our users to have to do. It would be nice to have more granular control over padding and other appearance settings in the new editor. Here are some screenshots of our Onboarding list in old vs new editor: Please note that the 4th Guide is “below the fold”, even though there is plenty of room at the bottom of the hub. The settings option for the “Progress Bar” feature from the old editor is missing from the New Editor,  the ”Badges” setting is called “Notifications” (and there’s no way in the editor to see what that means), and the “Progress Icon” feature is missing entirely. I didn’t even know the Progress Bar and Badges would be there until I launched the new In-App Hub for internal testing, where the Progress Bar is in the Settings in the old editor and you have choices for whether/how it appears. In the old editor “Notifications” are Badges, and the new editor does not give any visual representation of what Notifications are, so I didn’t know that Notifications=Badges until after I launched the hub. Because of how Notifications/Badges work (count goes down when you click a Guide, regardless of whether you complete the Guide), the new editor really needs the “Progress Icon” feature. If I click a Guide, but don’t finish it, there is no visual representation that I started, but did not finish it. I do see that the “checked” state exists for completed guides, but the intermediate “started but did not finish” state is missing, and how else do you explain the 2 Notifications with 3 items to finish?     Tue, 14 Jul 2026 02:19:25 +0200 https://communities.gainsight.com/community-news-2/new-forethought-ai-agent-in-gainsight-community-beta-30955 We're excited to share that we've just rolled out a new Forethought AI Agent on the Gainsight Community — and you're among the first to try it. This is a significant evolution of our existing AI Answers feature. By integrating Forethought directly into our search experience, you'll get a richer, more conversational way to find answers across our community content and documentation. How it Works:Conversational AI answers — Ask a question in natural language and get a structured, summarized response drawn from community discussions and product docs Follow-up questions — Refine your query without starting over; the AI keeps context as you dig deeper Clarification prompts — When your question is ambiguous, the AI will ask a clarifying question to give you a better answer Try it out: Head to the search bar on the community homepage, type a question, and see it in action. We'd love your feedback — it's what helps us shape what comes next.A note on the beta: This is a beta release, so you may notice some rough edges as we continue to polish the experience. If you spot a bug or have feedback, please drop a comment on this post — we're actively iterating.Why we’ve added this feature: This is part of our broader Digital Customer Hub vision, bringing together community, education, and AI-powered support into one seamless customer experience.Stay tuned: We'll be rolling this out more broadly later this quarter, and you'll see it featured at Pulse.Thank you to ​@Graeme Rycyk and his team for their hand work! Try it now and let us know what you think  Community News Mon, 13 Jul 2026 20:26:20 +0200 https://communities.gainsight.com/customer-communities-cc-17/magic-wand-needed-how-can-i-copy-widgets-from-a-custom-page-to-a-community-category-31320 Now that we can configure a category page with widgets, I would like to stop using all the custom pages I had created to tackle this usecase. However I would prefer not to have to manually re-do all these category pages.Is there a way to easil copy/paste widgets or something else that would make this whole process easier ? Customer Communities (CC) Mon, 13 Jul 2026 18:17:19 +0200 https://communities.gainsight.com/product-updates/gainsight-px-build-better-in-app-experiences-with-smarter-targeting-and-measurement-31088 This release makes it easier to measure the impact of your in-app experiences and manage the hubs your users rely on. From goal tracking to a redesigned In-App Hub editor, here's what's new.Here’s What’s NewMeasure the business impact of your engagements with Engagement Goals. Engagement Goals lets you define a specific user action and track whether users achieve it within a set time window after interacting with an engagement. Move beyond views and clicks and tie engagements directly to outcomes: Define success criteria using feature or custom events Track completion rates, time to completion, and goal status (Active, Completed, Not Completed) in a new Goals tab Build segments based on goal outcomes for targeted follow-up Create and manage In-App Hubs faster with the redesigned editor. The new modular In-App Hub editor is now generally available. All existing configurations and content carry over automatically. What's improved: More flexible layout options for building and structuring hubs More precise targeting controls Centralized content management across all hub content Surface Community content directly inside In-App Hub. The new Community widget lets you display community posts directly within the In-App Hub, giving users a proactive way to discover relevant discussions without relying solely on search: Display the latest community posts directly in the hub Configure the number of posts to show Let users browse posts or navigate to the full community for more Enable users to search and filter community content from within the hub Getting StartedEngagement Goals and the redesigned In-App Hub editor are available in your PX account now. The Community widget is configurable from the In-App Hub editor under widget settings.For a full walkthrough of the new editor and what's changed, refer to the In-App Hub (formerly KC Bot) Overview article. Check out the Release Notes for more details. Have a question for our team? Drop a comment below! Mon, 13 Jul 2026 18:16:01 +0200 https://communities.gainsight.com/スコアカード-410/スコアカード内のコメント機能-色の定義の共有-25827 スコアカードのメジャーの色が黄色だった場合、なんで黄色🟡なんだろう？どうやったら緑🟢に上がるんだろう？となることありますよね。 その時に便利なのがスコアのコメント機能とメジャーの詳細機能 スコアのコメント機能どうして赤なのか？どうやったら黄色や緑にすることができるか？がスコアカード内に表記されているとアクションが明確になりますよね。コメント機能を使うと、ヘルススコアがアップデートされた際になぜその色なのかのコメントを自動的につけることができます。こんな感じ︎ Mass Edit画面でも同じように見えます。︎ 付け方は簡単。ヘルススコアのルールを作る際にSet Score2.0で各色に対してコメントを入れることができます︎トークンも使えるので分かりやすいですヘルススコア作成に活用ください！ヘルプページ　日本語　英語 スコアの詳細に表示C/R360でメジャーをクリックしたときに「メジャーの詳細」の中にメジャーの定義を入れることも可能です。こんな感じ︎設定方法はとても簡単。アドミン＞スコアカードにアクセス メジャーのタブを開く 対象のメジャーの右の…からメジャーの編集をクリック 説明欄にコメントを記載する  これだけで完了です！ ぜひご活用ください！ スコアカード Mon, 13 Jul 2026 16:22:33 +0200 https://communities.gainsight.com/community-news-2/the-2026-customer-retention-index-survey-is-open-31322 For five years, our annual research in partnership with Benchmarkit has helped the Customer Success community understand where post-sales teams are investing, evolving, and adapting.This year we’re broadening the lens.The Customer Retention Index explores how modern organizations deliver retention through Customer Success, AI Agents and digital programs like community and education. Topics include:AI and agents Customer account coverage Renewal ownership Human and digital operating models Long-tail customer engagementThe survey takes approximately five minutes, and we’d love members of the GameChanger community represented in this year’s data.Help us pinpoint what’s changed, what’s the same, and what’s top of mind! Click the link below to participate in the survey and secure your copy of the report. Take the Survey Community News Mon, 13 Jul 2026 16:21:43 +0200 https://communities.gainsight.com/product-updates/gainsight-cs-patch-release-update-july-13-2026-31319 Secure Credentials with Automatic Masking Across Connectors  Gainsight CS protects connection credentials stored in connectors using Key Management Service (KMS) encryption. This security upgrade has been extended to 13 connectors, ensuring that sensitive fields such as API keys, client secrets, and passwords are encrypted at rest and never re-displayed after being saved.The following lists the 13 connectors that now include credential masking and KMS encryption:Freshdesk Zuora (V2) Zendesk Intercom (V2) ServiceNow Pipedrive (V2) Jira Zoho (V2) Gong.io Ecosystem Aha! Productboard REST API (Custom Connector)IMPORTANT: No disruption to existing connections: All existing connections continue to sync normally. Admins do not need to reconnect or re-enter credentials unless they intend to rotate a secret, or you do not need to reconnect or re-enter credentials unless you intend to rotate a secret. Mon, 13 Jul 2026 09:07:09 +0200 https://communities.gainsight.com/ideas/dashboard-dependencies-18224 We’re working on field level dependency checks for an upcoming shift in some key fields and we almost missed a bunch of dashboard filters because they do not show up in the dependency check. Help! Mon, 13 Jul 2026 08:27:18 +0200 https://communities.gainsight.com/ai分科会-427/aiをチームメンバーとして育てる-csにおける5つの役割レベル-31289 新しいチームメンバーが入ったとき、初日からリードを渡すことはしません。まず簡単な仕事を任せて、仕事ぶりを見ながら少しずつ役割を広げていく。AIとの関係も、基本的には同じだと思っています。AIとそれを使うメンバーを教育しながら少しずつできることを育てていきます！Gainsight Japanでは、CSにおけるAI活用を5つの役割レベルで整理しています。まずはアシスタントから始まり、最終的にはセグメントを任せるマネージャーになっていきます。「今どこにいるか」を把握することで、次に何をチームに任せられるかが見えてきます ① アシスタント——まず「書く仕事」を任せる最初のステップは、毎日発生するルーティンです。MTG後のサマリ作成、フォローアップメールの下書き、Slack文章の校正。地味ですが、積み重なると大きな時間になります。ここで「AIが使える」という感覚をチーム全体で共有することが、次のステップへの足がかりになります。 ② アナリスト——顧客データを読み解いてもらう次に任せたいのが、顧客ごとのデータ分析です。ヘルスサマリの生成、QBRの骨子作成、リスクアカウントの状況整理。Gainsightから定量データ（スコアカード・CTA・Timeline）を、Staircaseから定性シグナル（センチメント・コミュニケーション頻度・ROI発言）を取り、両方を組み合わせて分析する。数字だけでは気づかない顧客の変化が見えてきます。 ③ アドバイザー——判断の前提を揃えてもらう担当顧客が増えると、「どこに時間を使うべきか」の判断自体が重くなります。アドバイザーレベルのAIは、ポートフォリオ全体を横断して優先順位を提示し、プレイブックの整備や利用状況のインサイト抽出を担います。CSMが判断を下す前に、必要な情報を揃えておいてくれる存在です。 ④ ワークフローオペレーター——仕組みを動かしてもらうテックタッチのメールシーケンス設計、新人CSMのオンボーディングプラン、ネクストベストアクションの提案。個別の顧客対応ではなく、CSという仕組みそのものを動かす部分を担当します。ここから「AIが業務を補助する」ではなく「AIがチームの一員として動いている」感覚に変わってきます。 ⑤ セグメントマネージャー——セグメントを自律管理してもらう特定セグメントのオンボーディング、更新・拡張、アダプション促進を、自律的にモニタリングして動く役割です。CSMがやることは、Agentの設計とエスカレーション判断になります。すべての組織がここを目指す必要はありませんが、スケールを担うチームにとっては現実的な選択肢です。 このフレームワークをベースに作ったMCP連携Promptを下にまとめています。GainsightとStaircaseの両方に接続した状態で使うと、より精度の高いアウトプットが得られます。ぜひAI分科会のページを覗きに来てください！！ 大切なのは、いきなり④や⑤から始めないことです。①と②で「このメンバーは使える」という感覚をチームで積み上げてから、少しずつ任せる範囲を広げていく。人を育てるときと、やることは変わりません。  AI分科会 Mon, 13 Jul 2026 02:11:52 +0200 https://communities.gainsight.com/customer-success-cs-15/salesforce-sync-event-to-gainsight-timeline-then-sync-back-to-salesforce-task-31309 Hello,I have a question related to Timeline integration with Salesforce.Now, I have an Activity Sync Job setting as following:    Sync to oSalesforce Tasks].    Sync Frequency nReal-time Sync]. So, once CSM creates a Activity Timeline record with related to Company, then it will be synced to Salesforce Task as following current setting.In this situation, if I enable Timeline Integration setting with having the following setting, what will happen??    Object OEvent]    Integration eSalesforce]    Related to RAccount]    I am afraid of the situation like this:1. Create a Event related to Account in Salesforce2. The event is synced to Gainsight ActivityTimeline3. The Activity will be synced back to Salesforce Task automatically4. Finally, two records will be exist in Salesforce (One record in Event, the other record in Task...)Is this happening? or not happening?If not, which mechanism will prevent from this situation?  Customer Success (CS) Sun, 12 Jul 2026 16:14:04 +0200 https://communities.gainsight.com/customer-communities-cc-17/what-is-awstrack-is-it-a-new-thing-25711 Hi folks.I just noticed that the URLs that appear inside system emails, and which point to the topic, include the domain awstrack.meIs this a recent addition? A community member reports having problems opening these URLs, and I’m trying to diagnose if it’s their problem or ours. I’m just not sure that I remember that tracker being there before.Any info appreciated,Mark Customer Communities (CC) Fri, 10 Jul 2026 23:01:06 +0200 https://communities.gainsight.com/ideas/upvote-existing-aha-ideas-through-the-aha-integration-31318 Currently the Aha! integration only allows for submitting new ideas through the enhancement request form. Our account managers frequently have to upvote existing ideas and we’d like to be able to do it without having to leave Gainsight. Ideally we’d be able to upvote/link to an existing idea within the R360 page. Fri, 10 Jul 2026 22:02:49 +0200 https://communities.gainsight.com/ideas/relationship-level-connection-for-aha-integration-31317 Our team uses Aha! and we’ve been exploring the Aha! integration in GS. However, we primarily use Relationships and the current Aha! integration only connects at the Company level. We’d like for the Aha! integration to be able to connect at the Relationship level so that our account managers can submit and view enhancement request forms from their R360. Fri, 10 Jul 2026 21:54:59 +0200 https://communities.gainsight.com/customer-communities-cc-17/use-create-well-known-folder-31313 Hi folks,Is there a way to set up a .well-known folder for a community site? I'd never heard of it before yesterday and now have a user bent out of shape we don't have it. Customer Communities (CC) Fri, 10 Jul 2026 19:33:39 +0200 https://communities.gainsight.com/customer-communities-cc-17/view-count-not-loading-and-just-showing-0-31258 Views for new articles aren’t loading and are staying at 0, but reply count is >0. I’ve tried reloading, closing tabs, logging in and out, but not sure what else to troubleshoot. I just submitted a support ticket, but I wanted to post here to see if anyone else is experiencing this or has and if its a bug. It’s on an article announcing an important product release to our community, so views are an important KPI that I am trying to track.  Customer Communities (CC) Fri, 10 Jul 2026 16:35:10 +0200 https://communities.gainsight.com/ideas/allow-direct-paste-of-images-into-post-body-without-triggering-character-limit-errors-31316 Would it be possible to allow pasting images directly into the post body without hitting character limit errors (100,000 characters).Right now, if an image is pasted into the editor, the post can fail even when the text is short. I’ve been informed that this happens because the image gets turned into a large invisible text string in the background.In our community, pasting screenshots is a very common practice. Having to save the image first and then upload it via the text editor feature adds extra steps and makes the process less convenient.It would be much easier if pasted images were handled like uploaded files, without causing these errors. This would make the editor more practical for quick support replies and technical discussions.The below notification message shows the error we received in this case, even though the actual post content was well below the limit.  Fri, 10 Jul 2026 12:09:21 +0200 https://communities.gainsight.com/ideas/enable-users-to-create-their-own-reports-4401 It would be great for non-admin users to create their own reports instead of having to go through Gainsight admins. The increased need for custom reports makes it so that admins have to create reports to satisfy the needs of the individual instead of a group. This creates duplicate work that ultimately fills up dashboards (in order for non-admin users to see a report) when it would be easier for a user to create and view their own reports in their private repository (sort of like how SFDC has their reports). Since only 6-12 reports can be viewed in a dashboard, too many custom reports requires the creation of more dashboards, which will eventually become confusing as the number of dashboards increases.  Fri, 10 Jul 2026 11:40:13 +0200 https://communities.gainsight.com/ideas/ability-to-manually-sort-report-data-5520 I want to be able to manually sort the data in my reports. Suggestion (see attached picture) would be to be able to click on the "cogwheel" and select a check box or something for  "Manually Sort by" select my by field in this example it would be "Segment" and give me the option to order the data from left to right or top to bottom depending on the graph that is selected. Fri, 10 Jul 2026 11:39:26 +0200 https://communities.gainsight.com/ideas/in-line-editing-in-tabular-report-on-dashboard-4252 A customer has requested an easy and quick way to update a customer attribute for each customer by the CSM, instead of going into each R360 to edit the field in the summary section. Ideally, creating a tabular report to display on a My Customers dashboard that would have their customers listed and a set of fields also displayed; and then somehow editing right there are the dashboard either by double clicking into each cell  they need to update or clicking edit next to each customer, updating the cell and then saving. Fri, 10 Jul 2026 11:38:20 +0200 https://communities.gainsight.com/ideas/error-logs-for-single-post-api-via-external-action-31294 HI team, when we call an external action via rules for creating activities, can we have error logs at rules or at Execution history to show the failed records? Currently when there are thousands of records are passed by rules to external action, the failures are often missed as these are all single create APIs and the rules will show success for all records. Fri, 10 Jul 2026 04:57:19 +0200 https://communities.gainsight.com/ideas/allow-rules-engine-to-batch-write-to-timeline-12876 We need to be able to batch write to timeline from rules engine, for various reasons/use cases:Be able to mark participation to a specific event (in our case, a product change advisory board) in bulk for all our participants instead of having to create the entry manually for all companies. Be able to mark key tech touch engagement completion such as onboarding automatically into timeline as they’re milestones in the customer journey (using the AO Participant object/AO Participant Failed object). It seems timeline currently is that unalterable record except by individual CSMs, but we need to be able to write to it as an admin.  Fri, 10 Jul 2026 04:53:20 +0200 https://communities.gainsight.com/カスタマーハブ-cc-421/カテゴリのフォローについて-31272 はじめまして！セクション以下のカテゴリを一括でフォローできるようにする方法はありますでしょうか。理想としてはセクションページにも「フォローする」ボタンを配置するようなことができるといいのですが。みやすさや情報整理のためにセクション以下に複数のカテゴリを設定していますが、すべてのカテゴリをフォローするのが手間だというご意見をいただいています。また、どのユーザがフォローしているかを確認できる方法があれば教えていただきたいです。 カスタマーハブ（CC） Fri, 10 Jul 2026 02:02:30 +0200 https://communities.gainsight.com/ideas/complete-timeline-experience-in-outlook-add-in-15634 NICE CXone, formerly inContact, has been asking about a Complete Timeline Experience for the Gainsight Assist Outlook Add-In when using the “Log to Timeline” feature to be able to include additionally fields / drop downs configured within Timeline in their instance. More specifically, when a CSM logs a Timeline Activity within their instance they can select the “duration” as a drop down and they would like to see the option to select the drop down “duration” when using the Gainsight Assist Outlook Add-In  when selecting the “Log to Timeline” feature.  Fri, 10 Jul 2026 00:14:18 +0200 https://communities.gainsight.com/ideas/additional-fields-in-outlook-add-in-for-enhanced-efficiency-25607 It would be highly beneficial to have additional fields available directly within the Gainsight Assist Outlook Add-in that CSMs use before sending an email. Currently, CSMs need to navigate to the logged Timeline Activity in Gainsight and edit the fields there. Integrating these fields into the Outlook Add-in would streamline the process significantly. Business Case: When a CSM composes and sends an email in Outlook using Gainsight Assist (Outlook Plug-in), they must later go to the Company Timeline in Gainsight to edit other activity fields such as Tags and Products. This additional step is time-consuming and inefficient. Allowing CSMs to add these fields directly within the Outlook Plug-in would enhance productivity and ensure more accurate data logging. Fri, 10 Jul 2026 00:10:17 +0200 https://communities.gainsight.com/ideas/support-for-html-file-attachments-in-gainsight-emails-and-timeline-31314 Hi Gainsight Community,We’re looking for clarification on support for HTML file attachments in Gainsight emails.Our CSMs use Databricks to send client extract files via email, and in some cases those files are HTML files. While the emails are being sent, the HTML attachments are not surfacing in Gainsight and are also not logged on the Timeline activity as attachments.We’d like to understand:Are HTML files currently unsupported as email or Timeline attachments in Gainsight? Is this expected behavior due to file type/security restrictions? Is there any roadmap plan to add support for HTML files as a supported attachment type in emails and Timeline logging?This would be very helpful for our team, since we want client-facing extract files sent by CSMs to be fully visible and trackable within Gainsight.Any guidance or product insight would be appreciated. Thanks! Thu, 09 Jul 2026 23:43:47 +0200 https://communities.gainsight.com/ideas/allow-tooltip-customization-on-exec-dashboard-31312 As we prepare for a final rollout to our team, we had a leader request the ability to customize the information blurb on insights tiles found on the executive dashboard (see below):Right now, these are a bit too generic and don’t really provide insight to the end users as to what criteria or filters lead into that insight. For larger organizations where some tiles are filtered on for account size, ARR, Geo, etc., we’re likely going to see confusion as to what specifically leads into this.The ask: As in CS, please allow for admins to customize these blurbs to provide more insight directly in the platform.  Thu, 09 Jul 2026 19:23:19 +0200 https://communities.gainsight.com/ideas/better-format-ai-followup-30466 It would be great if the summaries within the timeline activities created from AI Followup were better formatted. Currently, it creates a giant block of text. There is the ability to adjust the formatting with AI, but this feature is meant to minimize workflows, not add to their task list.Feedback has been largely positive from our user base with the caveat that the formatting, or lack of formatting, is burdensome.   Thu, 09 Jul 2026 18:06:27 +0200 https://communities.gainsight.com/data-catalog-connectors-313/search-30279 Last Updated On: May 05, 2026This article lists all of the objects and fields related to search in the communities data lake.search_searches_count (aggregated facts) search_no_results_rate (aggregated facts) search_no_clicks_rate (aggregated facts) search_clicks_rate (aggregated facts) search_conversions_rate (aggregated facts) search_users_count (aggregated facts) search_top_searches (aggregated facts) search_top_searches_with_no_results (aggregated facts) search_top_results (aggregated facts) search_top_searches_with_no_click (aggregated facts) search_top_countries (aggregated facts) search_content_data Community Federated Zendesk Salesforce Freshdesk Skilljar Tags search_searches_count (aggregated facts)This object table contains the total volume of search queries executed within the specified timeframe.Field Name Field Type Field Description community_id string Contains the community ID where the activity was executed date string Refers to the day when the searches took place count string The number of all search requests performed within the community ( both tracked and untracked searches are included) descriptor string A string attached to search events to categorize and segment user interactions  search_no_results_rate (aggregated facts)This object table contains the ratio of search queries that returned zero matching results.Field Name Field Type Field Description community_id string Contains the community ID where the activity was executed date string Refers to the day when the searches took place count string The number of all search requests performed within the community ( both tracked and untracked searches are included) no_results_count string The number of search requests that returned no results. no_results_rate string The percentage of total searches that yielded no results (no_results_count divided by count). descriptor string A string attached to search events to categorize and segment user interactions  search_no_clicks_rate (aggregated facts)This object table contains the ratio of searches that successfully retrieved results but resulted in no user interaction.Field Name Field Type Field Description community_id string Contains the community ID where the activity was executed date string Refers to the day when the searches took place count string The number of all search requests performed within the community ( both tracked and untracked searches are included) no_clicks_count string The number of search requests that returned results but received no clicks. no_clicks_rate string The proportion of total searches that resulted in no user clicks (no_clicks_count divided by count). descriptor string A string attached to search events to categorize and segment user interactions  search_clicks_rate (aggregated facts)This object table contains the ratio of tracked searches where a user clicked at least one result.Field Name Field Type Field Description community_id string Contains the community ID where the activity was executed date string Refers to the day when the searches took place tracked_searches_count string The number of search requests with `clickAnalytics=true` that returned results clicks_count string The number of search requests with `clickAnalytics=true` that returned results and received clicks. clicks_rate string The proportion of tracked searches that led to a click (clicks_count divided by tracked_searches_count). descriptor string A string attached to search events to categorize and segment user interactions  search_conversions_rate (aggregated facts)This object table contains the ratio of tracked searches that have led to a conversion.Field Name Field Type Field Description community_id string Contains the community ID where the activity was executed date string Refers to the day when the searches took place tracked_searches_count string The number of search requests with `clickAnalytics=true` that returned results conversion_count string The number of clicks that resulted in users spending up to 30 seconds on the clicked link. conversion_rate string The proportion of tracked searches that led to a successful conversion (conversion_count divided by tracked_searches_count). descriptor string Astring attached to search events to categorize and segment user interactions  search_users_count (aggregated facts)This object table contains the number of unique users that performed a search.Field Name Field Type Field Description community_id string Contains the community ID where the activity was executed date string Refers to the day when the searches took place users_count string The total number of unique users (registered and visitors) who performed a search on a specified date descriptor string A string attached to search events to categorize and segment user interactions  search_top_searches (aggregated facts)This object table contains the top searches performed by users.Field Name Field Type Field Description community_id string Contains the community ID where the activity was executed date string Refers to the day when the searches took place search string Contains the query that was searched search_count string Number of times this search query was executed. hits_number_count string The average number of hits (results) returned by that query indicates how many records matched it on average. descriptor string a string attached to search events to categorize and segment user interactions  search_top_searches_with_no_results (aggregated facts)This object contains the top searches performed by users that did not yield results.Field Name Field Type Field Description community_id string Contains the community ID where the activity was executed date string Refers to the day when the searches took place search string Contains the query that was searched searches_with_no_results_count string Total count of search attempts for that query that returned no results searches_with_filters_with_no_results_count string The count of search attempts for that query with one or more filters applied that returned no results. This is useful to understand if the “no result” problem is due to filters rather than the query alone ui_title string A summary string that describes the search query, along with the number of searches and the count of filtered results descriptor string A string attached to search events to categorize and segment user interactions  search_top_results (aggregated facts)This object contains the most frequently returned search results (i.e., the content that appeared in results), with a count of how often each result was served. This table does not contain the search terms themselves.Field Name Field Type Field Description community_id string Contains the community ID where the activity was executed date string Refers to the day when the searches took place hit string A search result returned by a query, representing a specific record in the indexed dataset. Each hit includes a unique object identifier (objectID). results_count string The number of times a given result appeared as a search result. result_title string The title associated with the result, identified by its objectID. descriptor string a string attached to search events to categorize and segment user interactions  search_top_searches_with_no_click (aggregated facts)This object table contains shows search terms that didn't lead to any click, with a count of how often each term was searched. It does not contain the results shown.Field Name Field Type Field Description community_id string Contains the community ID where the activity was executed date string Refers to the day when the searches took place search string Contains the query that was searched searches_with_no_click_count string Count of search without a click hits_number string The average number of hits returned for that query, i.e., how many records matched the query on average descriptor string A string attached to search events to categorize and segment user interactions  search_top_countries (aggregated facts)This object table contains the geographic distribution of search activity mapped to user locations.Field Name Field Type Field Description community_id string Contains the community ID where the activity was executed date string Refers to the day when the searches took place country string A country with a high number of searches count string Total number of search queries executed by users within the country. descriptor string A string attached to search events to categorize and segment user interactions  search_content_dataThis section lists all of the objects and fields related to search sources.CommunityThis object table contains native community platform content, including questions, discussions, knowledge base articles, ideas, and product updates, exported at the post level. Field Name Field Type Field Description title string The title of the topic. The topic can be a question, product update, article, idea, or conversation. topic_public_id integer Refers to the public identifier that uniquely identifies a topic across the platform within the community. topic_private_id integer Refers to the unique identifier of the topic, which identifies the opening topic within the Content Type. content_type string Identifies the type of content, such as article, product update, question, idea, discussion content string The body text of the first post that started the topic. This field is only populated for first_post records and is empty for answer and reply records. answer string The body text of the accepted or best answer for this topic. This field is only populated for best_answer records and is empty for first_post and reply records. reply string The body text of a reply in the thread. This field is only populated for reply records and is empty for first_post and answer records. public_tags_name_list array of strings Refers to a list of tags or labels used to categorize and organize content, making it easily searchable and accessible to everyone. locale string The language or locale of the content. category_id integer Refers to the unique identifier assigned to a specific category within the community category_title string Refers to the display name assigned to a specific category within the community. parent_category_id integer Refers to the unique identifiers assigned to the parent category within the community. parent_category_title string Refers to the display name assigned to a parent category within the community. category_L1_title string Refers to the display name assigned to the top-level category within the community category_L2_title string Refers to the display name assigned to the second-level category path in "Parent > Child" format.  category_L3_title string Refers to the display name assigned to the third-level category path in "Grandparent > Parent > Child" format. knowledge_base_categories_L1_title string Refers to the display name assigned to the top-level knowledge base category. knowledge_base_categories_L2_title string Refers to the display name assigned to the second-level knowledge base category path in "Parent > Child" format. knowledge_base_categories_L3_title string Refers to the display name assigned to the third-level knowledge base category path in "Grandparent > Parent > Child" format.  product_area_name string Refers to the display name assigned to the product or feature area associated with the content. This field is populated for ideas and product updates only. product_area_L1_name string Refers to the display name assigned to the top-level product area name. This field is populated for ideas and product updates only. product_area_L2_name string Refers to the display name assigned to the second-level product area path in "Parent > Child" format. This field is populated for ideas and product updates. is_article boolean Indicates whether the content type is an article within the community. is_federated boolean Indicates whether the search result is from an external or federated source. has_answer boolean Indicates whether this topic has best answer. This is a topic-level value repeated on all posts within the same topic. last_updated_at integer (unix timestamp) Indicates the date and time when the topic was last updated, based on the most recent post. count_of_likes integer Indicates the total number of likes on the first post of the topic. count_of_votes integer Indicates the number of votes on an idea. This field is populated for ideation content types only. count_of_posts integer Indicates the total number of reply conunt of topic (excludes the first post). This is a topic-levle value repeated on all posts within the same topic. count_of_views integer Indicates the total number of times the topic has been viewed.  helpfulness_score integer Refers to the number of times users have marked a post as helpful within the community sticky_topic boolean Indicates whether a topic is pinned to the top of its category. created_at integer (unix timestamp) Represents the timestamp indicating when the badge was created idea_status_name string Refers to the current status of an idea (for example: Open, Under review). On;y populated for ideation content type. public_record boolean Indicates whether this record is publicly accessible to unauthenticated users. source string Refers to the source where the content resides within the community platform.  topic_url string Refers to the URL of the topic within the community. full_topic_url string The complete, fully-qualified URL to the topic.   FederatedThis object table contains custom content records pushed into the search index through the federated search API by third-party integrations or custom pipelines. Field Name Field Type Field Description title string Refers to the title of the federated content record, set by the external system. content string Refers to the body text of the federated content record, set by the external system. tags array of strings Refers to the list of tags or labels associated with the federated record. is_federated boolean Indicates whether the search result is from an external or federated source. public_record boolean Indicates whether this record is publicly accessible to unauthenticated users. source string Refers to the source where the content resides. url string Refers to the URL of the searched topic.  ZendeskThis object table contains knowledge base articles imported from Zendesk Help Center. Field Name Field Type Field Description title string Refers to the title of the Zendesk Help Center article. content string Refers to the body text of the Zendesk article with HTML tags removed. locale string The language or locale of the article. is_federated boolean Indicates whether the search comes from an external or federated source. This field is always true for Zendesk articles. public_record boolean Indicates whether this article is publicly accessible. This field is always true for exported Zendesk articles. source string Refers to the source where the content resides. This field is always "Zendesk" for Zendesk Help Center articles. url string Refers to the URL of the article in Zendesk Help Center.  SalesforceThis object table contains knowledge articles imported from the Salesforce Knowledge Base. Field Name Field Type Field Description title string Refers to the title of the Salesforce Knowledge article. content string Refers to the body text of the Salesforce Knowledge article. is_federated boolean Indicates whether the search comes from an external or federated source. This field is always true for Salesforce articles. public_record boolean Indicates whether this article is publicly accessible. This field is always true for exported Salesforce articles. source string Refers to the source where the content resides. This field is always "Salesforce" for Salesforce Knowledge articles. url string Refers to the URL of the article in Salesforce.  FreshdeskThis object table contains solution articles imported from the Freshdesk Solutions portal. Field Name Field Type Field Description title string Refers to the title of the Freshdesk Solutions article. content string Refers to the body text of the Freshdesk article.  is_federated boolean Indicates whether the search comes from an external or federated source. This field is always true for Freshdesk articles. public_record boolean Indicates whether this article is publicly accessible. This field is always true for exported Freshdesk articles. source string Refers to the source where the content resides. This field is always "Freshdesk" for Freshdesk Solution articles. url string Refers to the URL of the article in the Freshdesk support portal.  SkilljarThis object table contains published training and education courses imported from the Skilljar learning management platform. Field Name Field Type Field Description title string Refers to the title of the Skilljar training course. content string Refers to the brief description of the course.  is_federated boolean Indicates whether the search comes from an external or federated source. This field is always true for Skilljar courses. public_record boolean Indicates whether the course is publicly accessible. This field is always true for exported Skilljar courses. source string Refers to the source of the course. This field is always "Skilljar" for Skilljar training courses. url string Refers to the URL of the course on the Skilljar training portal.  TagsThis object table contains community tags and labels used to categorize and organize content, with usage statistics. Field Name Field Type Field Description public_tag_name string Refers to the display name of the tag in the community. public_tag_id integer Contains a unique identifier assigned to a specific public tag is_federated boolean Indicates whether the search comes from an external or federated source. count integer Indicates the number of topics or posts that use this tag. public_record boolean Indicates whether this tag is publicly visible. This field is always true for exported tags.   Data Catalog & Connectors Thu, 09 Jul 2026 14:48:05 +0200 https://communities.gainsight.com/デジタルcs-分科会-429/7-23-開催-第-5-回-デジタル-cs-推進分科会-開催のお知らせ-31311 皆さま、こんにちは！第 5 回のデジタル CS 分科会を開催します！ 第 4 回はデジタルで行うキックオフミーティングのテーマについて議論をしました。キックオフの目的をイメージして、その中からデジタルで実現できそうなこと、今のままでは難しいこといろいろな視点で会話することができました！テーマ：「セルフサービス最大化のためのコンテンツの整理・設計」第 5 回は、デジタル CS の土台となる 「コンテンツ」 に焦点を当てます。ヘルプドキュメント、動画、FAQ——顧客が自己解決できる環境を作るには、コンテンツの質・量・導線のすべてが揃っている必要があります。しかし実際には「コンテンツはあるのに使われない」「古くなったものが放置されている」「何から手をつければいいかわからない」という声も多く聞かれます。今回は セルフサービスを最大化するためのコンテンツ整理・設計のベストプラクティス を、実践者同士で持ち寄り議論する場にしたいと思います。 開催概要日時：2026 年 7 月 23日（木）16:00〜18:00形式：ハイブリット開催：東京ミッドタウン（六本木）とオンライン（Zoom）対象：デジタル CS に取り組んでいる・関心のある CSM・CS Ops・Gainsight Admin 担当者参加費：無料 今回のディスカッションテーマ（予定）現在のコンテンツ資産の棚卸しはどうやっているか？ 「使われるコンテンツ」と「使われないコンテンツ」の違いは何か？ セグメント・フェーズ別のコンテンツ設計はどこまで必要か？ Gainsight（Journey Orchestrator・In-App Engagement 等）を活用した配信の工夫 コンテンツ更新・廃止のオペレーションをどう回しているか？参加登録https://forms.gle/48nUSajaH8UNWg3q6  デジタルCS 分科会 Thu, 09 Jul 2026 11:31:21 +0200 https://communities.gainsight.com/gainsightコミュニティの歩き方-417/日本コミュニティへようこそ-の各statusページへのリンク-31308 こちらに書くものなのか？というのはありますが、ちょっと気になったので書いておきますね。日本コミュニティにようこそ、のページ内にある各製品のStatusページリンクのうち、CCとPXがリンク切れになっているかと。。。 正しいのは、以下なのかな。。CC:　https://status.insided.com/PX:　https://status.aptrinsic.com/  Gainsightコミュニティの歩き方 Thu, 09 Jul 2026 02:21:51 +0200 https://communities.gainsight.com/customer-communities-cc-17/email-tracking-through-cc-31295 Hello everyone! We currently send out weekly emails through CC to our community members. I know we can see some email information out of the box (emails sent, delivery rate, open rate, etc.), but I want to see what the email recipients are actually clicking on. Does anyone have a tool they use to see this information? Any help is appreciated! Customer Communities (CC) Wed, 08 Jul 2026 23:36:29 +0200 https://communities.gainsight.com/ideas/we-need-a-load-to-cstask-action-in-the-rules-engine-or-bring-it-back-28670 We have a need to programmatically update tasks within existing CTAs on a regular basis - but there is no action in the Rules engine to Load to CSTask.  There seem to be remnants of notes about it existing once, but I am not sure why it would have been deprecated.Our use case is ongoing, so using API to update the fields is not really an option, the only alternative I have found is to create a custom view with qualified records, then manually update them.  There must be an easier way.Our current use case: CTA with 6 steps.  steps 3&4 are essentially the same, but contain different email templates for the CSM to choose from.  There is not a referenceable field to determine which of the 2 templates the CSM should use.  Once sends one of the 2 emails (task 3 or 4) - the other one is not needed.  They can check the other task as done (but that is not an accurate data point), or they can leave it open.  If they leave it open, then it is an overdue task in their cockpit until the CTA closes (and closes all remaining open tasks).Simply put - if they complete task 3, I would want to delete task 4.  Or if task 4 is done, delete task 3.   we can do it through the UI, but a rule would be preferred - and we would need a Load to CSTask action to make that happen.  This is not the only use case we have, but this is the most pressing one right now. Wed, 08 Jul 2026 22:50:05 +0200 https://communities.gainsight.com/ideas/bulk-disable-email-reports-for-users-within-staircase-ai-user-profile-31307 There is a feature present for users within their profile that allow you to enable and disable email reports to be sent from Staircase AI. It would be helpful if there was a way admins could turn this OFF / ON for all users. As it currently stands, if admins want this setting to be disabled for users, they have to request each one go in and turn it off manually. Having the ability to control this from an admin level would be very beneficial. Wed, 08 Jul 2026 22:42:40 +0200 https://communities.gainsight.com/ideas/edit-ai-follow-up-sentiment-on-timeline-31306 We have found multiple instances where the AI Follow Up sentiment on our Gong calls is incorrect.I was reading this support documentation, but did not find a clear answer on how to give this AI feedback or edit this sentiment field.It would be great if we could edit the field and give feedback as to why we changed it to train the AI. It is difficult if this says a call was positive and it was actually not a great call or vias versa.   Wed, 08 Jul 2026 21:24:19 +0200 https://communities.gainsight.com/integrations-54/set-up-gainsight-cc-mcp-beta-31009 This article helps Admins and Community Managers set up and configure Gainsight Community MCP in Claude.Overview Prerequisites Limitations Enable MCP in Customer Community Configure Gainsight Community MCP in Claude Tools Available in Gainsight Community MCP Admin Tool Search Tool Analytics Tool Overview Gainsight Community MCP is a connector that lets you interact with your community data through AI assistants such as Claude. Model Context Protocol (MCP) is a standardized way for AI assistants to connect to external tools and data sources. Once connected, you can ask questions in natural language and get answers drawn directly from your community.Setting up the Gainsight Community MCP involves two parts:Admin Setup: An admin enables Community MCP for the community from Control. This is a one-time configuration step. User Connection: Each user connects from their AI client, such as Claude, using their community credentials. The tools available to each user depend on their community role and permissions.The scope of tools available depends on your community role. When you connect, the connector authenticates you against your community and displays only the tools that match your role. The tools are organized across three areas:Search Tools: Find community content such as posts, topics, and discussions. Analytics Tools: Query community performance metrics and dashboard KPIs. Admin Tools (Read-only): Review community state such as moderation queues, recognition data, user information, community structure, and idea workflows.The AI assistant selects the appropriate tools based on the prompts. Since the available tools depend on the community role assigned to each user, reviewing tool access helps determine what types of questions to ask and what data to expect.Search to find content Analytics to understand trends Admin to see what needs your attention.PrerequisitesBefore you begin, ensure the following requirements are met:You must have an Admin, Community Manager, or a Moderator role in your Gainsight Customer Community to enable the Community MCP server in Control. The community must have at least one authentication method configured (SAML, OIDC, OAuth2, Google SSO, or local username and password). Users who will connect must have an active account in the community with a valid role assignment. Users must have access to an AI client that supports MCP connectors, such as Claude. If your organization restricts outbound network traffic, ensure that your AI client can reach the Gainsight Community MCP server at https://mcp.insided.com/mcp. Refer to your AI client's documentation for the current IP range list.Limitations The following limitations apply to the Gainsight Community MCP:Admin tools are read-only. You cannot modify community data through the MCP connector. After you turn on or turn off the Community MCP toggle, it may take some time for the change to take effect. You can connect only one community at a time.Enable MCP in Customer Community Admins must turn on the Community MCP Server toggle in Control before users can connect from their AI clients. This is a one-time setup step.To enable Community MCP:Log in to Control. Navigate to AI > AI Settings. The AI Settings page appears. Scroll down to Features and turn on the Community MCP toggle.   Note: After you turn on the toggle, it may take some time for the change to take effect. Configure Gainsight Community MCP in Claude Once Community MCP is enabled in control, admins need to set up the configuration in AI Assistant.The connector uses dynamic client registration with PKCE, so no OAuth client credentials, authorization URLs, or callback allowlists are required at any point.The following steps describe the connection flow using Claude as an example. To configure Gainsight Community MCP in Claude:Log in to Claude. Navigate to Customize > Connectors. The Connectors page appears. Click the Plus icon. Select Add Custom Connector. The Add Custom Connector dialog appears.   In the Name textfield, enter the name to identify the connector. For example Gainsight Community MCP. In the Remote MCP URL textfield, enter the MCP URL https://mcp.insided.com/mcp   Note: No OAuth client credentials are required. Click Add. The MCP connector is now added in Claude.   Click Connect. The Select Your Community page appears. In the Community URL textfield, enter your valid community URL. For example, if your community URL is https://community.acme.com, enter community.acme.com   Click Continue. The community Login page appears.   Enter the following details: Username: Enter a valid user name. Password: Enter your community password. Click LOG IN. The Authorize Application dialog appears. Click Approve. The Login is successful. The permissions displayed depend on your role in the community.The following table describes the permissions displayed for each role level: Role Permissions Displayed All users View your profile information, Search community content, View your email address Admins and Community Managers All user permissions, plus: View community analytics Admins All user permissions, plus: View community analytics, Manage community settings Moderators All user permissions, Manage Community settings  You are redirected back to Claude. The connector now shows as connected with a list of available tools based on your role.  Tools Available in Gainsight Community MCP The Gainsight Community MCP provides a set of tools organized across three areas:Admin Search AnalyticsThe tools available to you depend on your community role and the scopes granted during the connection flow.The following table summarizes the scopes and tools available for each role:  Role Scopes Granted Tools Visible Admins mcp:search, mcp:analytics, mcp:admin All search, analytics, and admin tools Community Manager mcp:search, mcp:analytics, mcp:admin All search, analytics, and admin tools Moderator mcp:search, mcp:admin Search and admin tools Registered user, Super-user mcp:search Search tools only  Admin ToolThe Admin Tool gives community admins a conversational way to review community state. It includes four read-only tools that surface information without modifying any community data.The following table describes each Admin tool and the types of queries it supports:  Tool What You Can Ask Moderation Overview Surface the moderation queue state, including trashed content and content with moderation labels. Recognition Overview Read leaderboards (all-time and weekly), available badges, an individual user's leaderboard position, and points history. User Overview Look up users by ID or field (email, username) and view their current role assignments. Community Structure Navigate the category tree, view content per category, and check visible topic counts.  The following scenario demonstrates how the Admin tools work together in a single conversation:Prompt: What needs my attention today, and who should I celebrate this week?Result: The Moderation Overview surfaces content that has been trashed and content with active moderation labels, and the Recognition Overview returns this week's top point earners so you can recognize them publicly. Search ToolThe Search Tool allows you to query community posts, topics, and indexed content through the MCP connector. The AI assistant retrieves this data and uses its own capabilities to generate insights such as sentiment analysis across discussions, activity dashboards, member engagement breakdowns, and classification of search results by type.Example prompts:What were the most discussed topics this month? Run a sentiment analysis on posts from the last 30 days. Classify recent search results by type (questions, complaints, feature requests). What were the most recent topics in the community?Analytics ToolThe Analytics Tool allows admins and Community Managers to query community analytics data conversationally through the AI assistant. Previously, reviewing community KPIs required navigating to individual dashboards and manually comparing metrics across time periods.The following table describes the insight areas available through the Analytics Tool:  Insight Area What You Can Learn Community Health Overall community performance with period-over-period comparison across users, content, traffic, Q&A, and gamification. User Insights Individual user profiles and activity details. User Trends Registration trends, leaderboards, role breakdowns, active and churned user lists, and subscription activity. Content Performance Topic and reply analytics, Q&A metrics, response times, helpfulness ratings, and content gaps such as unanswered questions. Audience Traffic Pageview trends, visitor segments (contributors, reactors, viewers), and breakdowns by section or content type. Product Ideas Idea pipeline status, top-voted ideas, and delivered ideas.  Example prompts:How is the community performing this quarter compared to last quarter? How many new users joined in the last 30 days? Which categories have the most unanswered questions? Who are the top contributors this month?Note: The AI assistant retrieves data that matches the KPIs visible in your community dashboards. The accuracy of the results depends on the quality and completeness of the data in your community. Integrations Wed, 08 Jul 2026 20:43:41 +0200 https://communities.gainsight.com/product-updates/gainsight-cc-more-control-over-every-page-every-language-every-connector-31166 This release brings six updates that give community teams more control over how pages look, how data flows between your tools, and how search engines find your content.Here's What's New Customize layouts on every page in your community The Layout Editor is no longer limited to your homepage and custom pages. You can now open it on any community, knowledge base, or group page and configure the layout independently, without affecting any other page.What you can do on each page:Add, hide, and reorder widgets without touching any other page in the community Replace the global sidebar with page-specific sidebar widgets Add and configure library widgets inline, with category or section filters applied automatically Set up distinct layouts for the events page, Groups Overview page, and individual group pagesThis means a partner program group, a product-specific category, and a KB section can each look and work differently — no developer required, no structural changes in Control.For more information, refer to the Getting started with the homepage and A closer look at homepage widgets articles.  Map community profile fields to Skilljar When unified login is enabled, CC acts as the identity provider for Skilljar. You can now map any CC profile attribute to a Skilljar field, including name, department, role, region, and preferred language. You can also push SSO attributes or CS profile data through to Skilljar if those integrations are active. Skilljar fields populate automatically, and the dropdown pulls your available Skilljar fields in real time when you set up a mapping.For more information, refer to the Configure CC-to-Skilljar Field Mapping article. Language Variant Layouts For multilingual communities that share a single category structure, you can now create separate page layouts for each language without splitting your community in Control.Switch to any configured language from the build bar and customize that page's layout independently. The first time you open a language variant, your default layout is copied over as a starting point. After the first save, each variant is fully standalone — changes to your default layout won't overwrite saved language variants.For more information, refer to the Create a Localized Homepage article. Rename Languages in the Community Switcher You can now edit the display name of any enabled language in Control, without adding a new language or changing any translated phrases. Previously, the language switcher showed only the native script name for each language, with no way to customize the label for regional audiences.When you enable a language in Control, the Display Name field becomes editable. Enter a custom name, save, and publish. The updated name appears immediately in the community language switcher. This means you can differentiate regional variants of the same language, keep one language entry with a custom label, and give members a label that matches their region — all without touching any translated content.For more information, refer to the Configure Language Settings article. More Control Over What Your API Connectors Return Two new capabilities give developers and admins more control over what data a connector sends to a widget before it reaches the browser.Response Transformation: Apply a transformation template to filter, reshape, or reformat the API response on the server before the widget receives it. This removes unwanted data server-side, so it never appears in the browser network tab. Composite Connectors: Chain multiple API calls into a single server-side flow. The widget makes one request and receives the final result — intermediate steps, tokens, and internal IDs stay inside the server-side flow and out of browser code.Note: Composite Connectors are configured in the repository registry. There is no visual admin UI for connector chaining at this time.For more information, refer to the Developer Portal documentation. Get more of your community indexed by search engines Gainsight CC now generates a sitemap index and includes all public topic URLs in your community sitemaps. Previously, sitemaps only listed structural URLs like category and section pages, which limited how much content search engines could discover.What's included now:A sitemap index file that gives crawlers a single entry point to your full sitemap structure All public topic pages included alongside existing structural URLs A lastmod timestamp on every URL so crawlers prioritize recently updated contentCommunities with more than 50,000 topics are automatically split across multiple sitemap files.Getting StartedThe expanded Layout Editor, Language Variant Layouts, and Skilljar field mapping are available in your CC instance now. To access the Layout Editor on a category, section, or group page, open it in Destination and select Edit Layout from the build bar.  For Skilljar field mapping, navigate to the SSO Field Mapping configuration in Control.API Connector enhancements are available through the Developer Portal. For sitemap changes, no configuration is needed — your sitemaps update automatically. Check out the Release Notes for more details. Have a question for ​@Sudhanshu, ​@marekkoszlak, and their teams? Drop a comment below!  Wed, 08 Jul 2026 20:12:13 +0200 https://communities.gainsight.com/meetings-office-hours-3/emea-admin-office-hours-thursday-session-09-07-2026-31301 This thread is for the upcoming EMEA Admin Office Hours for Thursday, July 9th, 2026. Time: 1:00 – 2:30 PM UK Time Have questions? Drop them in this thread—we’ll cover them live during the session! Join Zoom Meeting (Note: this is a new link!)https://gainsight.zoom.us/j/94074862515?pwd=DAiixkKZfGaL7va9VNZiEiPiGUA261.1🔢 Meeting ID: 940 7486 2515 Passcode: 333404 One Tap Mobile (US)+17193594580,,94074862515#,,,,*333404#+12532050468,,94074862515#,,,,*333404# Dial-in by your location(US, UK, India, Israel, Canada & more) Find your local number Join via SIP94074862515@zoomcrc.com Join via H.323 US West: 144.195.19.161 US East: 206.247.11.121 India (Mumbai): 115.114.131.7 India (Hyderabad): 115.114.115.7 Netherlands (Amsterdam): 159.124.15.191 Germany: 159.124.47.249 Australia (Sydney): 159.124.104.213 Australia (Melbourne): 159.124.74.212 Brazil: 64.211.144.160 Canada (Toronto): 159.124.168.213 Canada (Vancouver): 159.124.196.25 Japan (Tokyo): 170.114.194.163 Japan (Osaka): 147.124.100.25 Meeting ID: 940 7486 2515 Passcode: 333404Looking forward to seeing you there!—ShivGainsight CSA Meetings & Office Hours Wed, 08 Jul 2026 17:07:48 +0200 https://communities.gainsight.com/ideas/message-reporter-of-moderation-action-taken-31300 Similarly to the notify author button on a reported post, it would be nice to have a button to notify reporter of moderation actions taken. For example, thanking them for flagging the post and informing them of the action taken, i.e. marked as spam, moved to another location, edited, etc. Wed, 08 Jul 2026 15:42:54 +0200 https://communities.gainsight.com/ce-skilljar-by-gainsight-18/ce-closing-down-ce-academy-after-migrating-to-skilljar-31296 How do we decommission CE now that we have successfully migrated to Skilljar?  CE & Skilljar by Gainsight Wed, 08 Jul 2026 15:27:58 +0200 https://communities.gainsight.com/ideas/cta-view-control-31299 Hi Team, We have a use case scenario where we need to control access to CTA types based on user roles.Scenario: CTAs are created based on feedback from clients according to criteria defined by the business. These CTAs are assigned to CSM Managers to act on the feedback. CSM Manager Managers, in turn, will have a CTA with a different type to review the CSM Managers' status with respect to their CTA work.We have created dedicated views for the CSM Managers and CSM Manager Managers, but these views are editable.==> CSM Managers can check the CTAs of their managers.==> CSMs can also create custom views where they can select the above CTA types and access their performance details recorded by their managers.We want to avoid/control this kind access. What am I looking for from Gainsight with the use case I have?Admin-defined views: An option in the view configuration for admins to enable/disable editing of the view by end users.Custom Views: Options for the admin in the custom view configurations to specify which CTA Types users can see while creating custom views.    Wed, 08 Jul 2026 13:59:43 +0200 https://communities.gainsight.com/ideas/category-subscription-should-send-notification-for-replies-30877 If I understand it correctly, subscribing to a category only sends an email notification for a new topic, but to receive notifications for a reply on that category you need to subscribe to that specific conversation. Our members would like to receive notifications for replies for category subscriptions and have more granular control of that in their settings. Especially our superusers who heavily rely on subscriptions.  Wed, 08 Jul 2026 13:49:16 +0200 https://communities.gainsight.com/ideas/search-improvements-additional-sort-and-filter-options-20281 There are a couple of improvements that our community (and our team) would like to see for the search options:Sorting results (eg by date, most liked, etc)  Additional filters (eg solved, date range Sorting resultsBeing able to sort by different factors would make it a lot easier for members to find posts that are useful for them. For example, date and most likes would be really helpful in allowing folks to hone in relevant topics. Both of those sort options are available for comments, so it would make a lot of sense to add them to the search results too.  FiltersThe big one here would be whether a question has been answered. There’s a couple of use cases for this: if you’re a member with a similar question and you only want to see questions with an answer or if you’re a member who wants to help others with questions relating to specific topics (eg if you’re an expert in something/have particular skills and you want to find folks that need help with questions aligned with your knowledge). Other useful filters would be:Author type (eg Member, moderator, user role/ranks) Within a date range (eg last month) Those options would allow members to easily find the content that’s relevant to them.  Wed, 08 Jul 2026 13:26:42 +0200 https://communities.gainsight.com/cs戦略-準備中-393/データ-トリガー-プレイブック-dell-apexが実践する-コンサンプションモデルのcs活動-30385 ハードウェア×サブスク×AIの世界で、CSが「先回り」するために必要なこと SaaSのCSなら、ボタンを押せば価値が届きますが、Dell Apexが扱うのは“物理”です。サブスク型・従量課金型でありながら、顧客のデータセンターにハードウェアを運び、設置し、稼働させる。つまり、価値提供のタイムラインはミリ秒ではなく、数週間〜数ヶ月で進みます。DellのJared Collins（Senior Director of CS）は、この世界でCSが機能する鍵を、極めてシンプルなフレームに落として語りました。Data → Triggers → Playbooksデータはスタート地点。重要なのは「何が起きたら動くか」を定義し、動き方を標準化すること。 Dell ApexのCSが向き合う“現実”：ハードウェアは遅い（だから先回りが必要）Apexは「オンプレの安心感」と「クラウドのサブスク体験」を掛け合わせたモデル。顧客は自社データセンターに機器を置き、利用量に応じて支払う。ただしここでCSに立ちはだかるのが、物理の制約です。 機材の製造リードタイム 物流・搬入・設置の段取り データセンターの床スペース、ケーブル、電源など“当たり前に見える準備” ソフトウェアのように「追加リソースを即時プロビジョニング」はできない。「先を読めないと、価値提供が間に合わない」からこそ予兆を掴み、手を打つタイミングを前倒しする。これがApex CSの基本動作です。 透明性（Transparency）を作る鍵：CSM単独ではなく“アカウントチームの一部”になるもう一つ印象的だったのは、CSMの立ち位置。Dellのような巨大組織では、顧客接点が多層化します。Jaredは関係性をこう例えます。 AE＝CEO（関係性の戦略をドライブする存在） CSM＝COO（運用・日々の体験を成立させる存在） CSMが真価を発揮するのは、AEや専門家と“腕を組んで”動ける時。つまり、透明性は「顧客から引き出す」だけでなく、社内側でも情報が繋がることで生まれる。 デジタルCSのコア：Data → Triggers → Playbooksここからが今回の本題。Jaredのフレームは、データを活用したCSの参考になることが多いです1) Data：データは“ある”だけでは役に立たないDellには膨大なデータがありますが、問題は「点在」していること。利用状況、出荷状況、リードタイム、顧客満足、別部門の状況…CSMが理解できる形に束ねないと、データはノイズになる。 2) Triggers：KPIに「良い状態の定義」を埋め込む「このKPI、どこからが危険？どこからが機会？」“good looks like”を定義しないと、CSMの記憶力と気合い頼みになる。 ある資産（機器）の使用率が上がり、満杯に近づく それをトリガーに「追加機器の出荷検討」が始まる ただし、業界が供給不足（例：メモリ不足）ならリードタイムは伸びる → だからトリガー閾値や会話開始タイミングも前倒しになる つまりトリガーは、単なるアラートではなく、複数データ（利用×供給×物流）を接続して“行動の起点”に変換する設計です。 3) Playbooks：過剰に作り込まず“実用チェックリスト”にするプレイブックは、細かく作りすぎると形骸化します。プレイブックは「実用的なチェックリスト」。ただしCSMが呼吸できる余白は残す。標準化は必要。でも現場の判断を奪わない。この“ちょうどよさ”が運用を回すポイントです。 1〜2年後の成功像：会社の中でCSが“自然に呼ばれる存在”になる最後にJaredが語った「成功」の定義が、これまたCSっぽい。アカウントチームが状況に直面したとき、「CSMを呼ぼう」が自然に起きる状態にしたい。CSが“後工程”ではなく、判断と戦略の場にいる。そのために、予兆を握り、会話を前倒しし、全社を繋ぐ。巨大企業の中でCSが価値を出す形として、とてもわかりやすいゴールでした。 Takeaways：明日からすぐできる“データ→トリガー→プレイブック”実践ポイント最後に、いますぐ着手できる形に落とします。 KPIを1つ選び、「good looks like」を文章にする　例：利用率、オンボード進捗、チケット傾向、NPSなど。まずは1つだけでOK。 そのKPIに「いつ誰が気づくべきか」を決める　“CSMが気づく”ではなく、CSMに“届く”状態をゴールに置く。 トリガーは「単一データ」ではなく“２データ接続”から始める　例：利用率×契約更新日、利用率×供給リードタイム　2つ繋ぐだけで“予兆感”が一気に出ます。 プレイブックは3ステップのチェックリストにする 誰に確認する？（顧客／社内） 何を伝える？（状況／選択肢／期限） 次のアクションは？（会議設定／見積依頼／技術相談）  Non-SaaS 企業でのデータを活用したCSの一つとしてご紹介させていただきました！ CS戦略（準備中） Wed, 08 Jul 2026 02:27:44 +0200 https://communities.gainsight.com/general-information-26/how-searching-works-in-the-gainsight-cc-platform-22159 Last Updated On: Aug 26, 2025This article explains how our search works and shares tips for making content easier to find.OverviewMany users wonder how search works in the Gainsight Customer Community (CC) platform and how to make their content easier to find. Because our search algorithm evaluates multiple factors, it can sometimes be difficult to understand why certain topics do, or do not, appear in results.This article explains the key factors driving search behavior and offers best practices for improving content visibility across the platform.Searchable AttributesWhen a user submits a query, the search engine examines multiple attributes across both community and federated (external) content to identify matches. Understanding these attributes helps content creators optimize posts for better performance.Searchable attributes include: Title of the topic: Highly weighted for relevance scoring. Content: The full content is indexed, allowing users to discover posts based on in-depth context. Whether it is an article: Prioritized as it is company-generated content. Whether it has the best answer (if it is a question): Key for searching solved queries. Replies: Captures ongoing conversation and relevance within threads. Source, Tags, Product Area, and Category: Used for filtering and refining search results. These attributes apply to all indexed content, regardless of origin. Consistent tagging, categorization, and formatting help improve discoverability and filtering.Ranking Result Once matching content is found, the system applies a scoring model to determine the order in which results are shown. This model uses weighted factors applied consistently across all content sources and types.Ranking factors include: Number of matching search terms: More matches usually mean higher relevance. Proximity of terms within content: Phrases where keywords appear close together are ranked higher than scattered terms. Content type: Articles and solved questions are often prioritized as definitive answers. Content source: External (federated) content is prioritized over user-generated content in the community Date of last update: Recently updated content is considered more relevant. Engagement metrics include: Number of likes Number of replies Number of views Recency of activity within the thread Spelling similarity: Allows for slight typos and misspellings without penalizing results. Search results are sorted by relevance, not by content type or source. Community and federated content appear together in a unified list. Each content type (For example, article, question, discussion) is visually labeled for clarity.Best Practices for Optimizing Search Results Search behavior is driven by content structure and metadata. While the algorithm itself cannot be customized, the following best practices can help improve search visibility:Use clear, keyword-rich titles: Include commonly searched terms relevant to your topic. Convert valuable posts into articles: Articles rank higher and are perceived as authoritative. Mark the best answers in resolved questions: This improves ranking and helps others quickly identify solutions. Apply consistent, relevant tags and categories: Use a controlled vocabulary to enhance filter functionality and avoid fragmentation. Remove outdated content: Implement a proactive recommendation for a regular content audit schedule (For example, quarterly review). Maintain structured formatting and terminology: Use consistent headings, bullet points, and language across internal and external content. This enhances readability and improves indexing accuracy.External content should follow these same guidelines to ensure accurate indexing and inclusion in relevant searches. Regular moderation and audits help maintain content quality across the platform.Leveraging Search FiltersAdvanced filters allow users to refine results for more targeted discovery:Source Filters: Located directly below the search input; useful when federated (external) content is involved. Community Filters: Displayed on the left-hand side of the search results page for narrowing community-originated content. Filter by Post Type: Select to view only articles, discussions, or questions. This is particularly useful when you are looking for a specific format of information. Filter by Category: Select to view only content posted in a specific community or knowledge base category. Filter by Product Area: Select to view only content that was tagged with a specific product area. Filter by Public tag: Select to view only content that was tagged with a specific product area.Tips for Effective SearchingTo get the most out of the Gainsight CC Platform's search, consider these practical tips:Use quotation marks for exact phrases: For example, search for "customer success platform" to find results where these words appear together in that exact same order. Start broad, then narrow down: If your initial search yields too many results, use the advanced filters or add more specific keywords to refine your query. Check categories and tags: Sometimes, navigating directly to a relevant category or applying a tag filter can be quicker than a keyword search for broad topics. Understand ranking behaviour: If content does not appear, consider whether the keywords are prominent in the title, content, or marked best answer.​How Do Federated Search Results Appear in your Community Search?The search results in the community appear either as Live Search dropdown or can be viewed in the Search page.Live Search DropdownFederated content will be listed in the live search dropdown alongside content that is posted in the community. Federated content can be recognised by its icon. The federated source will be displayed in metadata color behind the title.Search Result PageFederated content will be listed alongside content that is posted in the community. A filter on the top, just below the search bar, allows you to filter and display only results from different federated sources. Remove all HTML tags from federated content before indexing. HTML formatting does not appear in search results and may hinder visibility.What's New in SearchRecent updates to our search functionality provide better precision, control, and clarity:New Filter Options: Narrow results by source, content type (article, discussion, solved question), product area, tags, and categories. Improved Relevance Ranking: Updated algorithm prioritizes content based on recency and user engagement. Enhanced Visual Cues: Content types are now more clearly marked in search results, helping you identify what you are viewing at a glance. General information Wed, 08 Jul 2026 00:24:38 +0200 https://communities.gainsight.com/customer-communities-cc-17/private-vs-hybrid-community-31297 Hi all!We launched our Gainsight community about nine months ago and currently operate as a private community. As we continue to grow, we're exploring whether a hybrid model might create a better experience for both prospective and existing customers.We're looking for honest feedback from those who have made a similar transition or who have considered it.Some questions we're hoping to learn more about:What benefits have you seen from a hybrid community model? What challenges or unintended consequences should we be aware of? How has it impacted community growth, registrations, and engagement? What effect has it had on website traffic, SEO, and content discoverability? How do you balance accessibility with customer privacy and exclusive member value? If you've made the switch, what would you do differently?We're genuinely looking for diverse perspectives, lessons learned, and any advice that can help us make an informed decision.Tell us the good, the bad, and everything in between!Thank you! Customer Communities (CC) Tue, 07 Jul 2026 22:20:46 +0200 https://communities.gainsight.com/meetings-office-hours-3/us-admin-office-hours-cs-cancelled-week-of-july-6-31298 Please note -- US Admin Office Hours (usually held on Tuesdays and Thursdays) are cancelled this week, July 6 - July 10 while I am on PTO.We will start back up next week on Tuesday July 14 -- see you then!Scott Drost, Gainsight Meetings & Office Hours Tue, 07 Jul 2026 21:35:11 +0200 https://communities.gainsight.com/ideas/can-we-get-license-type-filter-show-up-in-permissions-bundle-rules-11183 Hello Team, Can we get license type filter show up in Permissions Bundle rules Tue, 07 Jul 2026 19:20:51 +0200 https://communities.gainsight.com/customer-communities-cc-17/advice-for-integrating-community-into-onboarding-31203 Hello!I am looking for any advice where you have integrated the community platform into the new customer onboarding journey.. We are currently brainstorming ways to encourage our new customers to use the community platform and make it an integral part of the journey.Let me know if you have any advice!  Customer Communities (CC) Tue, 07 Jul 2026 17:01:41 +0200 https://communities.gainsight.com/integrations-54/configure-cc-to-skilljar-field-mapping-31164 This article helps Admins configure CC-to-Skilljar field mappings as part of the Skilljar and Gainsight CC integration.Overview Prerequisites Map Skilljar FieldsOverview The Skilljar Field Mapping lets Admins control which community profile fields are sent to Skilljar.When the Skilljar and CC unified login integration is enabled, CC becomes the identity provider for Skilljar. All user data must pass through CC before it reaches Skilljar.This means any profile attribute you want Skilljar to receive, such as a user's role, region, or product subscription, must first exist in CC and then be mapped from CC to Skilljar using this feature.Prerequisites Before you configure Skilljar field mappings, make sure the Skilljar and Gainsight CC integration is enabled for your community.For more information on integrating, refer to the Skilljar + Gainsight CC Integration article.Map Skilljar Fields To send community profile data to Skilljar, you add field mappings in the Skilljar Field Mapping configuration page.Each mapping defines which CC field to send and which Skilljar field it should populate.Note: Skilljar fields are populated automatically. When you set up a mapping, the dropdown pulls available fields from your Skilljar instance in real time.To map CC fields to Skilljar:Log in to Control. Navigate to Integrations > Field Mapping. The Skilljar Field Mapping page appears.​​​​​​​ The Skilljar Field Mapping has the following two sections:Profile Field Mapping: Helps to map user profile fields in CC to Skilljar. Role Mapping: Helps to map use roles in CC to Skilljar.To map Profile Field:From the Community Profile Field dropdown, select the user profiles in CC. From the Skilljar Field Name dropdown, select the appropriate Skilljar field. Click Save.To map Role Field:From the Community Role dropdown, select the user role in CC. From the Skilljar Role Name dropdown, select the appropriate Skilljar field. Click Save. Integrations Tue, 07 Jul 2026 16:58:31 +0200 https://communities.gainsight.com/ideas/introduce-explicit-deny-override-for-community-permissions-moving-beyond-all-or-nothing-roles-31291 Objective / SummaryCurrently, Gainsight Community permissions (Category Visibility, Create Topics, Create Replies) operate on an additive basis. If you want to hide a category from just one specific custom role, you have to completely disable permissions for the baseline "Registered User" role and manually enable them for every other custom role. We need an Explicit Deny override capability to easily restrict specific roles without rebuilding the entire permission matrix. The ProblemBecause permissions are strictly additive, the default "Registered User" role acts as a catch-all. If "Registered User" has visibility checked, everyone sees it.If we have 10 custom roles and want to hide a category from just one of them, the current workaround requires us to: Uncheck visibility for the "Registered User" role. Manually check and manage visibility for the other 9 custom roles. This creates massive administrative overhead, increases the risk of human error during configuration, and makes scaling user roles incredibly tedious. Proposed SolutionIntroduce an Explicit Deny (or block) option alongside the existing checkboxes. How it would work: Keep the baseline access enabled for "Registered Users," but allow admins to select a specific custom role and explicitly check a "Deny/Hide" box. An explicit Deny should always override a baseline Allow, instantly hiding the category, topics, and replies for that specific segment without impacting the rest of the community.  Business Value / Impact Simplified Access Management: Reduces configuration time from hours to seconds when managing complex, multi-tiered community access (e.g., hiding partner content from competitors, or internal content from customers). Scalability: Allows teams to scale custom roles dynamically without having to re-architect category permissions every time a new role is introduced. Tue, 07 Jul 2026 13:27:16 +0200 https://communities.gainsight.com/ideas/feature-request-ability-to-hide-restrict-entire-community-sections-expose-hidden-status-via-api-31290 Objective / SummaryCurrently, community admins can only hide individual categories, not entire sections. Additionally, the community APIs lack a parameter to indicate whether a category or section is hidden. We need the ability to completely hide or role-restrict entire sections in the UI, alongside API support that accurately reflects these visibility states.The Problem Administrative Overhead (UI): When we need to retire or temporarily hide an entire section, we are forced to manually drill down and hide every single category within that section one by one. This is tedious and inefficient. Data Inconsistency (API): Because the API does not return a "hidden" status parameter for categories or sections, there is a major discrepancy between what is configured in the backend and what the API pulls. This breaks custom integrations or external dashboards that rely on accurate content architecture. Proposed Solution Section-Level Controls: Add an option in the community backend to completely hide an entire section or restrict its visibility to specific user roles with a single toggle. API Visibility Parameters: Update the API payload to include a boolean parameter (e.g., "isHidden": true/false) for both sections and categories so external applications can respect the backend configurations. Business Value / Impact Efficiency: Saves administrative time when archiving content, restructuring the community, or managing seasonal/beta sections. Data Integrity: Fixes the inconsistency between backend configurations and API outputs, allowing developers to build reliable, seamless custom community experiences. Tue, 07 Jul 2026 13:17:14 +0200 https://communities.gainsight.com/product-experience-px-16/how-should-i-approach-sing-px-on-both-community-and-skilljar-academy-31280 What would be best practice for tracking users with PX as they move from our Community to our Skilljar Academy? Should I use a single product snippet on both themes?ORDo I use separate products for the two environments? If the second, how do I identify the user as being one and the same?Thanks in advance, Product Experience (PX) Tue, 07 Jul 2026 12:54:21 +0200 https://communities.gainsight.com/customer-communities-cc-17/syncing-zoom-events-to-gainsight-calendar-31234 Hello,Has anyone had success syncing Zoom events to their Gainsight calendar? I have it all working fine, but Zoom isn’t sending over any description. I’m curious what endpoints you’re using to see if I’m on the wrong track. Customer Communities (CC) Mon, 06 Jul 2026 22:24:48 +0200 https://communities.gainsight.com/customer-communities-cc-17/user-groups-adding-ideation-as-a-content-type-30908 Hello Experts,I have a use case where some large customers want to have a private area to submit ideas. There is a security component, so they want to be able to submit ideas to our teams but not necessarily share with other customers. I know this sometimes sounds contrary to the obvious- but considering privacy concerns regarding competitors, industries and even location this is a topic to consider. Easiest solution is to allow ideation as a content type within the user groups. Would love to hear other potential solutions/feedback?Perhaps making an anonymous account for posting ideas on behalf of customers who don’t want to be associated with the idea but can still track them. TIA for your ideas and feedback!!!Sara Customer Communities (CC) Mon, 06 Jul 2026 22:23:05 +0200 https://communities.gainsight.com/ideas/allow-non-owners-to-edit-specific-fields-on-timeline-activities-e-g-associate-to-cta-31288 Currently, permissions for editing a Timeline activity is restricted to the record's owner or you can provide a permission that allows a given user to update all timeline entries (or admin-level overrides), even for fields that are purely organizational/associative rather than content-related such as linking the activity to a Call to Action, Success Plan, or other related record.This creates friction in common cross-functional scenarios where activities are auto-captured via email integration (e.g., Gmail/Outlook sync, Salesforce activity sync) from team members outside the CS org such as Sales, Support, Services, etc. who don't have Gainsight licenses or don't actively use the platform.Example use case:A Sales or Support rep emails a customer, and that email is auto-captured as a Timeline activity via CRM/email sync. As the CSM managing the account, I identify that this interaction is relevant to an active Risk CTA I'm tracking. Today, I have no way to associate that activity to my CTA because I don't own the record even though I'm not attempting to edit the content of the note, just add a relational link.Requested Enhancement:Introduce field-level edit permissions on Timeline activities, separate from full record ownership. Specifically, allow non-owners (with appropriate role/permission) to edit associative fields like "Related CTA," "Related Success Plan," or similar linking fields without requiring ownership or edit rights over the activity's core content (subject, notes, type, etc.).Business Impact:Improves cross-functional visibility by allowing CSMs to build a complete picture of customer engagement across teams, even when those teams don't use Gainsight directly. Reduces manual workarounds (e.g., creating duplicate manual Timeline entries just to attach context to a CTA). Strengthens the reliability of CTA history/audit trails by linking to the original source activity rather than a re-created one. Supports broader adoption of auto-capture integrations, since the value of captured activities increases when CS teams can actually act on them. Mon, 06 Jul 2026 18:36:25 +0200 https://communities.gainsight.com/ideas/allow-restricting-on-company-relationship-resolution-logic-31167 Hi Team We’ve received a request into support for the ability to restrict which Companies/Relationships automatically resolve from features such as GS Home Calendar Widget. For example, if a given tenant chooses to have a Company record for their own company, and list the users as Company Person records, the auto-resolution logic of features such as GS Home Calendar Widget to select that “Internal Company” for all calls where the majority of attendees are internal, because they are resolving as External Attendees instead of Internal Attendees. Furthermore, when changing the Company that was automatically resolved to the desired Company, this clears the External Attendees from the Timeline Activity due to the dependency checks in place. Because of this, having the wrong Company auto-select creates a lot of extra work for the users logging the timeline entries, and undoes a lot of the time saved by the design of these features. Thank you for your consideration! Mon, 06 Jul 2026 17:29:39 +0200 https://communities.gainsight.com/ideas/st-allow-tailoring-of-weekly-ai-digest-31267 The Weekly AI Digest is basically the first thing users see when they log into Staircase directly.Despite what this copy below says, according to Gainsight it evidently doesn’t matter what accounts you are assigned or, if you’re a manager, what accounts your reports are assigned, it will just summarize the business in general: As a first impression, given it also says it is *for me*, that’s neither super intuitive nor all that great an experience.I would like the ability to have the digest tailored to either the filters on my dashboard, or, at the very least, have the option somehow for it to do what it says on the box: have it related to ‘my’ accounts and/or those of my reports. Mon, 06 Jul 2026 17:17:29 +0200 https://communities.gainsight.com/ideas/ability-to-export-report-on-permission-bundles-10814 Sister ticket of  I just converted to NXT (and yes I am open to accepting sympathies via DM) and now that we’ll be using Permission Bundles more, we MUST have a way to export and report on users assigned to Permission Bundles.When you have 2000+ users, the user display of 10 users at a time just does not cut it.  Mon, 06 Jul 2026 16:33:26 +0200 https://communities.gainsight.com/ideas/impersonation-20069 I would like to see an impersonation feature this year. Using impersonation, admins would be able to double check to see if a customer was able to see certain private groups and check to make sure groups are set up correctly. Mon, 06 Jul 2026 13:08:58 +0200 https://communities.gainsight.com/ideas/watchparty-live-chat-functionality-in-events-31254 Hello everyone, We have several key product events that happen throughout the year. These are great ways to bring our community together to watch the live event and enable members to provide instant commentary, as well as speak more casually to other members.  Currently this is very hard to do, we share the live stream (usually a Youtube embedded video) in the community post or in the event page. But, without refreshing the page each time there is comment and scrolling to re-find your place, it is hard to keep the conversation alive.  It would be fantastic to have more capabilities within Events (and possibly other boards), enabling the ability to build something that can then encourage more conversation after the event (as well as before).  I’d like to see the live stream video, and the comments on the side (open to other ideas), but this prevents having to keep scrolling to the top of the thread list to watch the video.  In addition, the option to add polls (with the ability to make them anonymous or only who has responded visible to admins), surveys or highlight questions throughout the event would be also be helpful (especially if you are trying to gauge how well the announcements are going or alternative if a question is popular).  If you are also looking for something similar or have any current workarounds please do share, I’d love to hear any idea. Thanks so much.  Mon, 06 Jul 2026 11:00:02 +0200 https://communities.gainsight.com/staircase-ai-423/staircaseの活用-ステップ紹介-30403 Staircaseの活用は、一気に高度化を目指すのではなく、段階的に進めることが成功のポイントです。ここでは、4つのステップで活用の進化プロセスをご紹介します。 Step1：生産性を上げるまずはCSの生産性向上から始めます。① 顧客理解を深める　　・アカウント状況や利用状況の可視化　　・必要な情報へ素早くアクセス② アクションの壁打ち　　・次の一手をデータに基づいて検討　　・判断スピードの向上③ 顧客ベース全体の状態を把握　　・基本インサイトで全体像を把握　　・各種レポートで傾向を可視化 このステップのゴールは「まずは使ってみる」ことで、日々の業務を楽にすることです。 Step2：シグナルを捉える①次に、データから意味のあるシグナルを捉えます。① リスク・エクスパンションの活用　　・解約リスクの早期発見　　・アップセル・クロスセル機会の特定② 精度を上げるチューニング（Profile）　　・顧客属性やセグメントの最適化　　・自社に合ったモデルへの調整③ 他ツールとの連携　　・CS関連ツールとの連携　　・MCP連携により活用ハードルを下げる この段階では「使える状態」から「活かせる状態」へ進化させます。 Step3：シグナルを捉える②さらに精度を高め、「正しく捉える」段階へ進みます。① チューニングの高度化　　・インサイトの精査　　・ダッシュボードの最適化② シグナルを正しく受け取る　　・適切な通知設定　　・必要な人に、必要なタイミングでアラートを届ける ここでは“精度”と“再現性”がテーマになります。 Step4：CS活動の改善最終ステップは、データを活用してCS活動そのものを改善することです。① 活動量の最適化　　・SHごとの適切なタッチ頻度設計　　・マルチスレッドの推進② 活動の質を把握　　・実施内容の可視化　　・成果につながる活動パターンの特定③ チームの効率化　　・属人化の排除　　・成功パターンの標準化　　・チーム全体の時間配分最適化 Staircaseは、単なる可視化ツールではなく、CSの“行動変革”を支援する基盤へと進化します。 4つを実現するためのオフィスアワーを開催します！！この4つのステップを解説して一緒にチューニングするオフィスアワーを開催します！！ぜひご参加ください！Staircaseオフィスアワー（全４回）　1回目：3月19日（木）12:00 - 13:00　2回目：4月 2日（木）12:00 - 13:00　3回目：4月16日（木）12:00 - 13:00　4回目：4月30日（木）12:00 - 13:00参加者　・Staircaseを利用中の方：アドミンもStaircaseを活用されたい方なら誰でも！　・Staircaseにご興味があるGainsightユーザーの方なら誰でも！こちらのZoomからご参加ください！ Staircase AI Mon, 06 Jul 2026 09:55:02 +0200 https://communities.gainsight.com/カスタマーサクセス-cs-420/joでctaの対象者をaudienceに設定する方法について-31270 JOでCTAが新しく立った人に対して自動的にメールが送られるようにしたいのですが、CTAの対象者をAudienceに設定する場合、Queryで新しくその場で絞り込み直すしかないでしょうか。CTAの対象者の絞り込みもルールエンジン上で組み立ててやっているので、それをそもそもデータデザイナー上でセグメンテーションしておいて、作成したオブジェクトを元にCTAのアクションを立てるような作りにしていれば、AudienceでもData Designerを選択してそのオブジェクトを対象にできるという感じでしょうか。この辺りの繋がりをどのように設計するのがよさそうかお伺いできればうれしいです。 カスタマーサクセス（CS） Mon, 06 Jul 2026 08:42:59 +0200 https://communities.gainsight.com/customer-success-cs-15/webinar-recap-bring-customer-context-into-your-ai-workflows-with-gainsight-mcp-31284 On 1st July 2026, we hosted our CS MCP webinar as part of the CS in Practice deep-dive series. Here's a short recap of what Gainsight MCP is, why it matters, and the everyday workflows it unlocks. Why MCP Matters?The shift is simple. Instead of AI in a tab, a separate tool you feed context to by hand, MCP puts AI in your CS workflow, with your customer data already available to it. Before MCP: Five manual steps across multiple tools. Open Gainsight, copy the health score and ARR, paste into your AI tool, remember you forgot the open CTAs, switch back, re-prompt, then log the result manually. Context gets lost and time gets wasted. With Gainsight MCP: you just ask."Summarize this account to help me prepare for fCustomer Name] renewal." "What topics should I cover in my next QBR with iCustomer Name]?" "Show me CTAs with no activity in 14 days." "Create a renewal-risk CTA for fCustomer Name]."AI is only as useful as the customer context it can reach. MCP gives it that context. What is MCP?Model Context Protocol is an open standard that lets AI tools such as Claude, ChatGPT, and Microsoft Copilot securely connect to external systems in real time, query live data, and take action on your behalf.There are three pieces:Your AI tool: Claude, ChatGPT, or Copilot, wherever your team already works. The MCP server: Gainsight's secure bridge, which translates AI prompts into Gainsight API calls. Gainsight CS: Companies, CTAs, Success Plans, Timeline, and Scorecards, your source of truth.It's an open standard, permission-aware, and works with any MCP-compatible LLM your organization has standardized on. Everyday Workflows Teams RunMeeting prep in 60 seconds: a ready-to-use brief with talking points. Saves 15 to 30 min per call. Seamless account handoffs: turns months of history into a handoff doc. Saves 2 to 4 hrs per account. Weekly portfolio triage: scans accounts for risk and opportunity, ranked by urgency. Saves 30 to 60 min per week. Renewal risk assessment: a renewal brief built from the full relationship arc. Saves 30 to 60 min per renewal. Stakeholder mapping: maps engagement strength and flags single-thread risk. Saves 20 to 40 min per account. Contextual email drafting: a personalized email from real conversations. Saves 10 to 20 min per email.Explore more use cases: gainsight.com/resource/mcp-use-cases Resources and DocumentationFull setup and admin documentation: support.gainsight.com → AI Assistants → MCP Integration Webinar recording: Watch on Vimeo Use cases library: gainsight.com/resource/mcp-use-cases Product overview: gainsight.com/solutions/gainsight-mcpThank you! Customer Success (CS) Fri, 03 Jul 2026 18:58:34 +0200 https://communities.gainsight.com/product-experience-px-16/webinar-summary-px-in-practice-session-1-gainsight-px-mcp-31283 Hey Gainsight Community! Really excited to share the recording and deck from our latest webinar where we explored something that has genuinely changed the way I work with PX data MCP (Model Context Protocol).What is MCP in simple words?MCP is a connector that links your Gainsight PX account directly to AI tools like Claude and ChatGPT. Once connected, you can just type a normal English question and get real answers from your own PX data no reports to build, no filters to set, no exporting. Just ask and get the answer in seconds.What we covered in the session:We started with the basics what MCP is, how it works, and a live setup demo showing exactly how to connect PX to Claude in under 5 minutes. Both the admin setup steps and the individual user connection steps were covered in detail with screenshots.Then we walked through a simple but powerful 4-step workflow — Find → Understand → Fix → Verify that you can use every week to identify low-adoption features and take action on them.After that we did a full live demo with real PX data, including three advanced use cases that came directly from my customer:Use Case 1 — Interlinked Guide + Boolean SurveyIf you have video guide engagements paired with a Yes/No survey, MCP can help you understand the full funnel who watched the guide, who responded, who said yes or no with their comments, and who dropped off entirely without responding. All exportable to CSV.Use Case 2 — Banner CTA → Multi-Question SurveyTrack the complete funnel from banner viewed to CTA clicked to survey completed, get response-level data per question, and identify where users are dropping off mid-survey.Use Case 3 — NPS Wave Comparison at the User LevelIf you run NPS surveys in multiple waves, MCP can compare the same user's response across both waves and tell you who moved from Promoter to Detractor  or the other way around. This is the kind of insight that usually takes hours to build in a spreadsheet and can now be done in minutes.We also covered some quick bonus use cases segment health checks before QBRs, engagement audits, Monday morning adoption reports, and using Claude to draft your tooltip and guide copy.And we wrapped up with the four most common mistakes to avoid when you first start using MCP with PX. Your Weekly Challenge:Run the full Find → Understand → Fix → Verify loop on your own PX account this week. Find one low-adoption feature, create or update an engagement for it, and bring your findings to the next Roundtable. We will go deeper together. Deck and prompts from the session are attached below. Recording link:Would love to hear from those of you who try this drop your results, questions, or feedback in the comments. See you at the Roundtable! Thanks,Prince Raj | CSSC, Gainsight Product Experience (PX) Fri, 03 Jul 2026 18:16:29 +0200