https://communities.gainsight.com On the Forum you can ask questions or take part in discussions. https://communities.gainsight.com/ideas/add-a-summary-ribbon-to-administration-data-designer-31749 The summary ribbon in the Rule admin page was a great convenience feature for quickly getting a handle on how your overall Rule activity was doing. I’d like to suggest that adding the same element to the Data Designer page would be similarly awesome. (Sandbox screenshot, for the record - my production environments do NOT look like this I promise.) With Data Designs becoming a more prominent component of other core features, like JO, being able to quickly check the health and status of your overall DD activity has become a bigger deal. Previously, I might’ve run 5 or 6 core Data Designs to feed reporting or as a source for Rules - easy enough to scroll down the list and check execution logs. These days, I find the list too long to easily run those visual checks through a tabular view. This is especially true when there’s been a service incident of some kind (ie: SFDC outage). We have pretty convenient ways to review the last few days of Connector and Rule runs, but nothing quite as nice for Data Designer. Early Christmas present to the admins? Pleeeease?  Wed, 16 Sep 2026 15:09:11 +0200 https://communities.gainsight.com/customer-communities-cc-17/lookigng-for-ideas-on-the-best-setup-for-a-temporary-stories-sharing-event-31748 Hey we have this event coming up and we'd like to invite users to share their stories in a dedicated space. It would be open to all users of the platform, and we want to minimize frictions to post. Has anyone done something like this? Any thoughts on which option to use between opening dedicated Tag, Community Category, Group, or something else I haven't thought about? I am leaning toward the dedicated Community Category and limiting to a specific post type. Customer Communities (CC) Wed, 16 Sep 2026 15:03:30 +0200 https://communities.gainsight.com/customer-communities-cc-17/how-to-manually-send-a-post-to-moderation-31744 Hey,We have a post in our community that we'd like to make visible only to moderators. Basically we don't want the rest of the community to see it until we decide what to do with it. However it seems like it is not possible to send an already published post into moderation, right? How do you do then? Mark as spam? Move it to a private category? Customer Communities (CC) Wed, 16 Sep 2026 14:01:28 +0200 https://communities.gainsight.com/ideas/creating-timeline-activity-via-rules-2965 One more interesting use case in timeline, most of the customers are interested in creating time line activity via rules. Wed, 16 Sep 2026 13:34:55 +0200 https://communities.gainsight.com/ideas/see-which-users-responded-to-a-poll-31747 After creating a poll in our Community, I’d like the ability to see which specific users replied to the poll. One of the reasons is to utilize polls for Swag opportunities. I currently have to reach out to Gainsight Support to send me an exported list since I’m unable to view this information myself. Thanks!Rachel Wed, 16 Sep 2026 12:59:19 +0200 https://communities.gainsight.com/ideas/subscribe-to-curated-content-feeds-via-tags-21593 Adoption is greatly aided by content consumption preferences and filters for the individual.Users have expressed may times that they’d like to follow Topics.Subscribe to Tag feeds Share Tagged content feedslike TwitterGuess I’m converting @Moller Toma’s discussion to an ideaAnd related idea  Wed, 16 Sep 2026 12:41:50 +0200 https://communities.gainsight.com/customer-communities-cc-17/introducing-feature-previews-for-gainsight-cc-31721 Based on popular feedback, we are changing how we release new features and platform improvements to your community. Instead of rolling out changes immediately, we are giving you the opportunity to preview and test them before they go live.To support this, we have expanded the Open betas page in Control to include Feature previews.Here's what you can expect:A toggle you control. Front-end changes now arrive switched off. You decide when to turn them on. Somewhere safe to test. Enable the preview on your sandbox, see what it does to your styling, fix what needs fixing, then enable it on production when you're ready. A clear deadline. Each feature preview stays active for a limited period of time. After that it becomes standard for everyone and the toggle goes away.What counts as a previewNot every release needs this, and wrapping all of them in a toggle would just be noise. A preview is for changes that could interfere with work you've done: member-facing updates that touch front-end structure, CSS class names, or layout, any change that could affect a customized integration.The first two previews are now live: accessibility improvements to the category mega menu and to the Section Categories widget on knowledge base pages. Both make keyboard and screen reader navigation considerably better, and both touch markup, which is exactly the kind of change worth letting you test first.You can find feature previews in Control → Settings → Betas and Previews.Feature previews stay active for a limited period of time. This time can be used to preview, test and prepare for communications on the upcoming changes.If you hit something during a preview that looks like a genuine bug rather than a styling conflict, that's different, raise a ticket and we'll treat it as one.Open betas remain unchangedIf you already use the betas page, nothing there works differently. Open betas are finished features that are still evolving, you can switch them on and off whenever you like, there's no deadline, and support covers them.  Customer Communities (CC) Wed, 16 Sep 2026 11:54:20 +0200 https://communities.gainsight.com/ideas/force-ai-answers-to-a-specific-language-regardless-of-query-30804 Hi team,Currently, AI Answers responds in the same language as the search query. However, since our product names are in English, the AI often triggers English answers even when our users are Japanese speakers.Request:Please add an option to fix the AI output language (e.g., always respond in Japanese), regardless of the input language.This would be a huge help for non-English communities with English branding. Wed, 16 Sep 2026 11:22:10 +0200 https://communities.gainsight.com/ideas/subscription-overview-for-categories-22610 Would be good to have an overview for the subscribed categories. For now you have to jump into every subcategory to check the status of the subscription. Would be useful the have a similar page like you have it for subscribed topics.Thx Andy Wed, 16 Sep 2026 10:52:04 +0200 https://communities.gainsight.com/customer-communities-cc-17/how-can-i-target-an-email-campaign-for-last-activity-date-by-a-specific-custom-role-31732 We have multiple gated “microcommunities” on our community site, each with its own custom role. Is there a way to target an email campaign so that it is sent based on a user’s last activity date for one of their custom roles?For example, let’s say a user is in Community A (with custom role A) and Community B (with custom role . The user was active in Community A in June 2026, and active in Community B in July 2026. Is it possible to send an email campaign that will include this user because it targets users who haven’t been active in Community A since June, even though the user has been active in Community B in July?I hope I’ve explained this well. I think my question focuses on if it’s possible to refine the “last activity date” in combination with a specific custom role. Thank you! Customer Communities (CC) Wed, 16 Sep 2026 09:38:12 +0200 https://communities.gainsight.com/cs戦略-準備中-393/small-startから始めるカスタマーサクセス戦略-29071 Globalの企業で成功しているお客様を見ていると、新しい施策をスモールスタートでクイックに実施して改善プロセスを回し、1年後には昨年できなかったことが実現しているという事例を多く見ます。Small Startって具体的にどうやってやるのか？についてご紹介させていただきます！  なぜ「Small Start」が選ばれるのか？カスタマーサクセス（CS）の戦略を実行する際、最初から大規模な仕組みを導入すると、工数が膨大になる 社内定着に時間がかかる 成果が出るまでに時間がかかるといった課題に直面しがちです。そこで多くの企業が採用しているのが、「Small Start」アプローチ。小さく始め、すぐに成果を確認しながら段階的に拡大する方法です。 Small Startの4つのメリットスピーディに成果を実感できる 小規模な範囲で導入することで、短期間で「CSの効果」を目に見える形にできます。 早期に成功体験をつくることで、チーム内のモチベーションも高まります。 低リスクで始められる 限られた顧客セグメントやプロセスから試すため、失敗のリスクが小さくなります。 「もし改善が必要なら早い段階で方向修正できる」柔軟性も大きな強みです。 データに基づく改善がしやすい まずは小規模な取り組みでデータを収集 → 結果を分析 → 改善。 このサイクルを繰り返すことで、CS戦略が現場に即した形に洗練されていきます。 スケールアップが自然にできる 最初に得た知見をもとに、より広い顧客群・プロセス・チームに展開可能。 成功事例を社内で共有することで、関係部門の協力も得やすくなります。  Small Startの進め方（ステップ例） ゴールを定める └ 例：「オンボーディングの定着率を改善する」 小さな対象から始める └ 特定の顧客セグメントや1つのユースケースを選択 効果を測定する └ 定量データ（利用率、NPSなど）と定性データ（顧客の声）を収集 改善を繰り返す └ プロセスやプレイブックを調整し、より成果が出る形に 成功をスケールする └ 社内全体へ展開し、CS活動を組織文化として根付かせる Global事例Okta社のデジタル支援施策の展開　Oktaは、顧客の85%（21,000アカウント）がデジタルタッチのみでカバーしてました。　このセグメントのアダプションを上げるための取り組みを始める時にスモールスタートで初めています：このセグメント内でも一部の顧客から始める メールプログラムを少しずつ開始。最終的には11種類を作成しているが数個からスタート その時点で取れるデータから始める（今判断できる方法を考える） 明確な「成功」の定義をしている（XXの機能の活用率が上がる、NPSが上がるなど） プログラムの結果を分析し改善プロセスを回す。レポートでプログラムの効果を可視化　最終的には改善プロセスを回して全ての顧客に対して提供できるプログラムに展開しています。　素晴らしい結果もちゃんとついてきています︎プログラムに参加した人の20％は最低でも１つの機能の活用を開始 プログラム参加者の更新率が非参加者と比較して12.5%増加 ポイントはOktaではこのような変化を常に実施し続け、毎年新しい成果を出し続けているということです。毎年Pulseで登壇し、新しい取り組みと成果を共有してくれています。このような取り組みをするとしたら皆さんだとどれくらいかかりますか？1年で成功するプログラムを作り上げ、全対象顧客に展開することできそうですか？事例の詳細はこちら  小さく始めて、大きな成功へ「Small Start」は単なる導入方法ではなく、成功を最短で掴むための戦略です。早く成果を見たい リスクを抑えたい 現場に合った戦略を育てたいこうした企業にとって、最適なアプローチとなります。皆さんの組織でも、次のCS施策は「Small Start」で始めてみませんか？最初の一歩が、将来の大きな成果につながります！ CS戦略（準備中） Wed, 16 Sep 2026 09:20:18 +0200 https://communities.gainsight.com/カスタマーサクセス-cs-420/anonymousでとったサーベイ回答内容をc360でリアルタイムに確認できる方法-how-can-we-view-anonymous-survey-responses-in-c360-in-real-time-31726 Surveyを利用して、anonymous設定で回答を収集する機会があります。Surveyの回答者が回答を送信した直後に、匿回答内容をC360上でリアルタイムに確認する方法があるかを確認したいです。気になっているのは、Surveyが匿名であるため、回答者やそのCompanyと回答内容を紐付けられないのではないかという点です。その場合、匿名Surveyの回答内容を、該当するCompanyのC360にどのように表示できるのか知りたいです。以下を実現するための標準機能、設定、または推奨される方法はありますでしょうか。Surveyは匿名で回答を収集する 回答内容を該当するCompanyに紐付ける 回答内容をC360でリアルタイムに確認する同様の構成を実現されている事例や、推奨される方法があれば、ご教示いただけますと幸いです。よろしくお願いいたします。 =================== We are using Gainsight Surveys to collect responses anonymously.We would like to know if there is a way to view the content of anonymous survey responses in C360 in real time, ideally immediately after a respondent submits a survey.Our concern is that, since the survey is anonymous, the response may not be associated with the respondent or their Company. If that is the case, we are wondering how anonymous survey responses can be displayed in the appropriate Company’s C360.Is there any standard functionality, configuration, or recommended approach that would allow us to:collect survey responses anonymously, while associating the responses with the relevant Company, and viewing the response content in C360 in real time?Any guidance or examples of how others have implemented this would be greatly appreciated.Thank you!  カスタマーサクセス（CS） Wed, 16 Sep 2026 09:11:44 +0200 https://communities.gainsight.com/ideas/topic-expert-feature-27798 I see this as an added value for identifying unknown experts and something part of a gamification scheme. As users respond to questions that are holding specific tags, and their answers get validated as best answer, they start earning points in those tags. A few linked features in mind… Expert rankingWe could have an expert ranking that shows up the page of each tag.Expert notificationGradually the system will assign expertise to different users, and as questions are posted that mention the tags they are expert in, the system will suggest those questions to them: could have a personalized widget that shows up on the homepage, and email notifications.Ask expertOn a Q&A topic post, community managers and admin will see a button that says “Ask Expert”. A pop-up window will show and list all the possible experts who could answer the question. The Community Managers can select the users they would like to contact and add a custom message. Contacted users will receive an email notification with the personalized message and the link to the post. Wed, 16 Sep 2026 07:45:38 +0200 https://communities.gainsight.com/ideas/admin-ability-to-update-members-profiles-31243 I would like the ability as a system adminstrator to update members profiles- update/add avatar and update bio info. Profile updates are something that members dont necessarily do until they have created strong ties- even employees. In Jive and Khoros- I was able to quickly add an avatar, update errors or add a bio summary for employees and customers. Jive was directKhoros allowed me to ‘swap’ user profiles (larry ingram will know what this is). Thank you Wed, 16 Sep 2026 05:05:05 +0200 https://communities.gainsight.com/ideas/searching-for-multiple-users-at-once-in-community-31743 It would be very helpful to be able to search on multiple users at once- add in names separated by semicolons or commas or add an excel spreadsheet and have AI index the member list. Use Case: I have a list of 140 people I need to add to a user group. Right now, I have to search on each individual email address, then copy the username and add each one to the user group manually. Takes about 1 minute for each person as it's such a manual process. Thank you, S Wed, 16 Sep 2026 04:59:32 +0200 https://communities.gainsight.com/customer-success-cs-15/gainsight-optimization-opportunities-31742 I’m running an internal session with our Gainsight Admins to review how we can level up our instance, and I’d love to tap into the community’s experience.For those of you using Gainsight in your CS org, which functions, features, or workflows have delivered the most impact?I’m particularly interested in how teams are optimising dashboards, CTAs, email integrations, and health scorecards — but keen to hear any high‑value setups you’ve implemented.What’s been a game‑changer in your Gainsight environment? Customer Success (CS) Wed, 16 Sep 2026 02:17:56 +0200 https://communities.gainsight.com/ideas/introduce-quarterly-option-for-jo-schedules-31741 I walked in to this one expecting that it was already a thing. We can currently set up daily / weekly / monthly schedules for JO. The missing piece of the puzzle which is common enough in business that there are question threads on it already is: quarterly. Workarounds range from simple enough (adjust the source schedule, but will result in inflated failed participant counts) to “things I would never hope to do in production” (creating a custom calendar object for joins and flagging in query logic). It would be fantastic is we could add a standard Quarterly option to the OOTB scheduler mechanism. Even better: allow us to use cron expressions for this. Being able to schedule a JO Program for the 1st Monday of every 3rd month SOUNDS like a wild ask, but consider: webinars, feature digests, newsletters, etc. It’s actually not that unusual for businesses to want to control scheduling in a way that cron expressions are uniquely fit for. This would also massively cut down on the number of one-time “Q2 / Q3 / Q4” Programs we find hanging out in an aged instance we’ve inherited.  Tue, 15 Sep 2026 22:31:17 +0200 https://communities.gainsight.com/ideas/set-which-cta-types-can-be-deleted-by-end-users-31731 Currently you can either toggle on or off the ability for end-users to delete CTAs but this applies to all. We want to be able to set this by type so some can be deleted and others can’t.  Tue, 15 Sep 2026 21:20:07 +0200 https://communities.gainsight.com/meetings-office-hours-3/tuesday-us-admin-office-hours-cs-platform-sept-15-2026-1pm-pt-2pm-mt-3pm-ct-4pm-et-pre-session-thread-31733 Hello everyone! This thread is for today’s upcoming Tuesday US Admin Office Hours session, Tuesday, September 15, 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, September 15, 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, 15 Sep 2026 21:15:32 +0200 https://communities.gainsight.com/perspectives-from-gainsight-9/what-we-learned-from-our-agentforce-mcp-workshop-with-salesforce-31740 We had a really good conversation in our recent Agentforce + Gainsight workshop with Josh Courtright from Salesforce, Manu Mittal, and Brady Bluhm about what actually makes agents useful. We also spent part of the session working through a live Miro board, where attendees shared the workflows they want to improve, the places they’re getting stuck, and the questions they’d want an agent to help answer. But through it all, one thing came through pretty clearly: the agent itself is only part of the equation. The context behind it matters just as much.A few things that stood out: 1. The quality of the answer depends on the context behind itThe session was around how MCP can bring relevant Gainsight context into Agentforce, but the goal isn’t just to give an agent more data. Instead, it’s to give it the right customer context for the question you’re asking, so someone isn’t stuck piecing the story together across different places.In other words, more data doesn’t automatically mean a better answer. It’s all about getting the right signals in there to change the decision and agent action.2. The interesting shift is from reactive to proactiveBrady shared a good example with health scores.A health score can tell you what’s happening with one account. But when you look across your full book of business, that same signal can start to answer a different question: Which accounts should I be focused on right now?  The shift that stood out to me is that it’s less about surfacing another signal and more about using the signals you already have to prioritize what to do next. That same thinking can apply beyond health scores. Any signal becomes naturally more useful when it helps answer “what should I do now?” rather than only “what happened?”3. You don’t need to immediately jump into autonomous workflowsThere’s a tendency with agents to skip ahead to, “What can this automatically do for me?”That’ll matter, but there’s a ton of value in simply getting to better answers faster. For example, finding the right account context, summarizing what changed, surfacing a risk somebody might have missed, or giving someone a better starting point before a customer conversation.Those are practical places to begin because they solve real problems today. They also give teams a chance to learn where they trust agents, where human judgment still matters, and where automation could eventually make sense.If you’re thinking about where to startWrite down a few customer questions your team asks all the time.Then ask:What context would someone need to answer those well? Where does that context live today? Could those signals help us decide what to do next?If the answer is yes, you probably have the beginnings of a useful agent use case.From there, a couple good places to keep going:Looking for ideas on what to ask first? Check out these prompts. Want to explore what’s available across Gainsight MCP? Head to our MCP Library.A big thanks to Manu, Brady, Josh, and everyone who joined us and brought great questions to the session.Want to see the full session? Watch the recording for the full conversation, live demo, Miro exercise, and Q&A.  Perspectives from Gainsight Tue, 15 Sep 2026 20:51:45 +0200 https://communities.gainsight.com/ideas/manual-lifecycle-events-count-as-an-insight-31739 We came across an instance where CSM’s are creating manual lifecycle events on the account directly in Staircase, but they do not seem to count as an Insight within reporting. While we understand that the focal point of this process is for everything to be automated, having the ability to create a manual lifecycle event for a QBR, but not have it considered an Insight creates a gap in the event a call happens but is not present in Staircase. Tue, 15 Sep 2026 20:47:56 +0200 https://communities.gainsight.com/ideas/s3-connector-needs-bucket-and-path-function-31738 I know that IAM roles has been recently released, which helps with Enterprise security. However, we also require our S3 connections to only have access to specific folder paths. Currently, if you add more than the bucket in the path, it will give you a ‘unspecified character’ error. We need to be able to put the full allowable path. Please consider enhancing.  Tue, 15 Sep 2026 20:38:45 +0200 https://communities.gainsight.com/product-experience-px-16/webinar-summary-px-in-practice-session-1-turn-product-usage-data-into-renewal-success-31737 Hey Gainsight Community! Thank you to everyone who joined us for PX in Practice | Session 02!It was a great opportunity to explore how product usage data can help Customer Success teams move beyond assumption-led renewal preparation and build stronger, evidence-led customer conversations.In this session, we demonstrated how Gainsight PX can help identify adoption gaps, uncover renewal risks, and turn product usage insights into actionable customer engagement strategies. What We Covered:1. Product-Led Growth and Customer RetentionWe revisited the four pillars of product-led growth—onboarding, adoption, retention, and growth—and explored how each contributes to long-term customer value and renewal success. 2. Moving from Assumptions to EvidenceOne of the key themes was the importance of using product usage data to complement CSM intuition. A positive QBR or an engaged champion does not always reflect healthy product adoption across the account.Gainsight PX helps uncover these blind spots through account-level usage aggregation, feature-by-feature engagement data, and usage trends over time. 3. Identifying Adoption Gaps Before They Become ChurnWe explored four important signals that can indicate adoption risk:• Declining login frequency.• Underutilisation of core modules.• Disconnects between customer goals and feature usage.• Heavy dependency on a single user or champion.The session also introduced a practical framework to audit, segment, diagnose, and act on at-risk accounts before renewal conversations begin. Live Demo: Building Renewal-Ready Reports in Gainsight PXThe live demonstration brought these concepts into practice using a Gainsight PX production instance. We walked through:• Creating a dynamic Renewal Watch List segment.• Identifying feature adoption gaps.• Building a renewal readiness dashboard.• Using Query Builder and Path Analyzer to investigate account-level adoption.• Connecting feature usage to business outcomes.• Creating targeted in-app and email engagements.• Exporting CSM-ready renewal reports.A particularly important takeaway was that the gap between account access and user adoption is where renewal opportunities often emerge. Understanding which features customers use, which they overlook, and how their usage changes over time can help CSMs have more meaningful conversations about value and future outcomes.Key TakeawaysHere are five practical lessons from the session:1. Treat your renewal segment as an early warning system, not a one-time report.2. Look beyond account-level access to understand actual user adoption.3. Use Query Builder to uncover shallow engagement that aggregate metrics may hide.4. Leverage in-app and email engagements to address adoption gaps before renewal.5. Use evidence-led conversations to demonstrate customer value and build a forward-looking adoption plan.Please find the recording of the session here. Share your vote in the comments or suggest a topic you’d like us to cover. We’ll use your feedback to help shape Session 03.Thank you once again for joining us and making the session a success. We look forward to continuing the conversation with you in the next PX in Practice session! Product Experience (PX) Tue, 15 Sep 2026 20:16:41 +0200 https://communities.gainsight.com/ideas/allow-full-slack-thread-capture-when-posting-to-timeline-via-sally-31736 TitleAllow full Slack thread capture when posting to Timeline via SallyDescriptionSally currently only posts one Slack message at a time to Timeline, using the message shortcut or the "Post to timeline of [customer name]" command. CSMs often use internal Slack channels to discuss a specific account, and the full context lives across a thread, not just one message.It would help to have a way to capture an entire thread, including the parent message and all replies, in a single Timeline post. Right now the only workaround is to manually copy and paste the rest of the thread into the Notes field, which is time consuming and easy to miss details on.This would save CSMs time and make sure the full account context is preserved in Timeline without manual copy and paste work. Tue, 15 Sep 2026 18:58:26 +0200 https://communities.gainsight.com/customer-communities-cc-17/pop-up-behavior-when-hovering-on-member-profile-image-31213 Two questions about the pop-up that appears when hovering over a member’s profile image in a post:Can you adjust this to display the About tab by default instead of the Badges tab? Can you adjust this to also pop-up when hovering over the user’s username, not just the profile image?  Customer Communities (CC) Tue, 15 Sep 2026 18:32:31 +0200 https://communities.gainsight.com/ideas/create-goal-from-success-plan-31735 We can associate existing goals to a Success Plan, but we would like end-users to be able to create a goal when looking at the Success Plan - this just helps with the flow rather than having to head to the Goals tab first. Thanks Tue, 15 Sep 2026 18:19:07 +0200 https://communities.gainsight.com/product-updates/introducing-a-new-release-cadence-and-beta-feature-center-in-gainsight-cs-31678 TL;DRStarting September 19, 2026, Gainsight CS will release new features and enhancements on a six-week cadence.That means one consistent schedule for product updates throughout the year, whether a release includes focused improvements, larger capabilities, or a mix of both. The six-week rhythm also builds on a cadence many customers already know from our On-Demand releases.As part of the change, we’re also introducing the Beta Feature Center, which will give admins one place to discover eligible Open Beta features as they’re introduced going forward. A Simpler Way to Keep Up With What’s NewUntil now, Gainsight CS updates have come through different release motions, including standard and On-Demand releases. We’re bringing those together into one six-week cadence, which gives you a clearer schedule to follow and removes the extra step of submitting a support ticket to access eligible features.Rather than reserving certain types of updates for different release moments, each release can include the features and enhancements that are ready. This gives teams a more consistent rhythm for planning, adoption, and communications without creating long gaps between releases.For features that require admin action or configuration, the experience will remain similar to the standard release process customers are familiar with today. Admins will continue to have visibility into what’s changing and what, if anything, they need to do before a feature is available to users.When each release goes live, you’ll get the full breakdown through Release Notes, in-app communications, and our release newsletter so you can quickly understand what’s new, what requires attention, and where to learn more.With this more frequent release cadence, we’ll also no longer publish separate Early Access Release Notes. Instead, we’ll focus on sharing the most current information at the time of release, when features are ready for customers to use. A New Home for Open Beta FeaturesAs the release cadence becomes more consistent, we’re also updating how admins discover Beta features in Gainsight CS.The Beta Feature Center will give admins one place to discover and manage eligible Open Beta features. Open Betas will align with the six-week release cadence, and their Beta toggles will be removed once the feature becomes generally available. What’s Next?The first release under the new cadence is September 19, 2026, followed by the next release on October 31, 2026. From there, you can expect a new Gainsight CS release every six weeks.With each release, we’ll share details on what’s included and call out any setup, configuration, or preparation admins should be aware of. The goal is a release process that’s easier to follow throughout the year, with one consistent rhythm for what’s new and what comes next. Tue, 15 Sep 2026 18:08:53 +0200 https://communities.gainsight.com/ideas/allow-creation-of-goals-when-on-success-plan-31734 We can associate existing goals to a Success Plan, but we would like end-users to be able to create a goal when looking at the Success Plan - this just helps with the flow rather than having to head to the Goals tab first.  Tue, 15 Sep 2026 17:54:01 +0200 https://communities.gainsight.com/ideas/suggest-a-better-title-button-ai-assisted-when-creating-a-new-topic-better-summaries-findability-30198 ProblemA lot of questions get posted with very vague titles (e.g., “Question about X”, “Integration issue”), while the real details are buried in the body.This creates a few downstream issues:Poor findability inside Community search and category pages (hard to scan lists of posts). More duplicate questions, because existing threads don’t look relevant at a glance. Weaker SEO / GEO (search engines + AI discovery tools have less signal about what the thread actually answers). this point is being more and more problematic.Proposed solutionWhen an end user creates a new topic, allow Gainsight CC to suggest a better title using AI summarization based on the post body.UX suggestions (I’ll leave this to the UX professionals, but here is an idea to kick it off)At the end of the text box: Button: Suggest a better titleMicrocopy: “Generate a clear, specific title from your question.”Provide 2–3 title options (not just one) User can still edit the title after accepting the suggestion, before posting, so the user stays in control.Thoughts? Tue, 15 Sep 2026 16:22:08 +0200 https://communities.gainsight.com/ideas/cc-s-gainsight-ai-needs-the-same-feature-level-toggles-as-gainsight-cs-s-ai-26510 What the subject line says -- CC admins need the ability to control which Gainsight AI features we want to roll out, not an all or nothing toggle. It looks like there are now a couple different toggles in the sandbox (vs. our production environment), but nothing near as granular as what’s available in CS.Our use case: Our security team has to review all new AI features before we enable them. While they’ve approved everything available now in production, they have not yet approved the new “Search Summary” feature that shows up in our sandbox environment.As a CS user starting a CC migration, this is yet another case I’ve found of a lack of #productparity between these different Gainsight platforms.​@Kenneth R, ​@revathimenon, I’d love to get some eyes on this!Gainsight CS settingsGainsight CC settings (production)Gainsight CC settings (sandbox)  Tue, 15 Sep 2026 15:21:45 +0200 https://communities.gainsight.com/ideas/dynamic-jo-allow-evaluate-after-email-send-31730 Currently, I’m unable to add an Evaluate step after an Email in Dynamic JO unless I choose a condition (Opened/Not Opened, Responded/Not Responded, etc), but there’s not an option to add it i I just want to continue as long as the email is sent. Here’s my use case: I have a program that sends an email upon a CTA reaching a specific status, and then, I want it to send another email a day later ONLY if the CTA is still in that status.  Since participants aren’t evaluated again automatically after entry, I was attempting to build an Evaluate step prior to the next email using a Calculated Field to check that status again.  However, that appears to not be possible. I also tried to add a Dellay, and then, an Evaluate, but that is also not possible. What I would up doing is choosing Open/Not Opened, and then, adding the Evaluate to both branches and sending the same email regardless.  That seems unnecessary and makes the program more complicated than it needs to be.  This is another example of how we’ve lost functionality from Advanced JO.  Tue, 15 Sep 2026 14:21:26 +0200 https://communities.gainsight.com/product-updates/cs-heads-up-september-19th-release-preview-31725 Starting with this release, we're piloting something new: sharing a preview here in Community about a week ahead of launch so you can get an early look at what's coming. This is a lightweight heads-up. Complete Release Notes with full details will still be published on the release date. 360Reposition and Resize Summary Ribbon on Gainsight Home (Admin Controlled): Summary Ribbon on Gainsight Home can be repositioned once admins enable flexible placement in General Settings. After enabling, Admins can drag the ribbon to any vertical position in the Home layout. Enabling the setting is a one-way action. A confirmation dialog box appears before the change takes effect, warning Admins that the action cannot be reversed.   Control Company Status Visibility in C360 and Sidebar (Admin Controlled): Admins can now control whether the company status appears in both the full C360 page and the mini 360 sidebar view. You can configure the Company Status visibility per layout, giving teams the flexibility to display only the information relevant to their organization.   View Stakeholder Engagement in C360 with People Heatmap and People Network, Staircase-CS Integration (Admin Controlled): Now view stakeholder engagement insights directly in C360 through two new widgets, People Heatmap and People Network, available on the C360 Summary page. These widgets provide a complete picture of engagement strength between your internal team members and customer stakeholders without switching to the Staircase application. Note: This feature is available only to customers who have purchased both Gainsight CS and Staircase.   View Stakeholder-Level Insights in C360 and P360, Staircase-CS Integration (Admin Controlled): Gainsight Customer Success (CS) surfaces stakeholder-level AI insights from Staircase directly into C360 and P360. The Person AI Attributes object stores Staircase AI signals at the individual stakeholder level. These insights are also aggregated as counts at the company level in C360, giving you a complete picture of stakeholder engagement across your accounts without switching to the Staircase application. Note: This feature is available only to customers who have purchased both Gainsight CS and Staircase. TimelineConfigure Default Activity Type for AI Follow-Up and Auto Email Capture (Admin Controlled): Admins can now configure the default activity type for activities auto-logged to Timeline through AI Follow-Up and Auto Email Capture. By default, AI Follow-Up activities are logged as Meeting and Auto Email Capture activities are logged as Email.   Configure Activity Merge Window for AI Follow-Up (Admin Controlled): Admins can now define a custom Activity Merge Window for AI Follow-Up instead of a fixed system default. The available options range from ±15 mins to a maximum of ±6 hours.   View Recording Links for Gong.io and Salesloft Activities in Timeline (Automatic Update): Gainsight has enhanced Timeline to include recording links for activities logged through Gong.io and Salesloft using the Staircase integration. CSMs can now click the recording link directly from the Timeline activity to be redirected to the specific page to view the recording.   Relationship Resolution, Beta (Admin Controlled): This feature automatically logs AI-generated meeting follow-ups and auto-captured emails to the correct product-level Relationship, using rule-based matching against Contact and User data. This removes the need for manual tagging. Prerequisite: Requires meeting and/or email sync enabled through the Staircase integration.Journey Orchestrator Clone Evaluate Element in Programs (Admin Controlled): Admins can now clone a configured Evaluate element within a draft program and reuse its logic, instead of reconfiguring the element each time. In larger programs where the same branching conditions repeat across multiple paths, this reduces build time and helps admins keep Evaluate logic consistent. Note: Branch conditions that reference survey answers or previous steps have their values cleared in the clone. Reconfigure these conditions after you connect the step.   Exclude Participants From Another Program (Admin Controlled): Admins can now exclude participants by referencing another program directly, rather than exporting and uploading a CSV file. Journey Orchestrator now excludes any participant whose recipient email appears in the programs you select, which helps keep already-engaged participants from being re-enrolled and messaged twice. Note: Configure the exclusion before you publish the program. After the program is published, the exclusion configuration becomes read-only.MCP, Copilot, Gainsight AI Agent in Slack Ask Staircase in Copilot, Gainsight AI Agent in Slack, and Gainsight CS MCP, Staircase-CS Integration (Automatic Update): Gainsight now brings Ask Staircase into Copilot, Gainsight AI Agent in Slack, and Gainsight CS MCP. Earlier, joint customers had to switch between CS MCP and Staircase to get a complete picture of an account.   Track AI Tool Activity with CS MCP Logs (Automatic Update): Admins can now view a log of all AI tool calls made across Copilot, Gainsight AI Agent in Slack, and Gainsight CS MCP. Earlier, there was no way to track which tools were used, by whom, and when. Note: CS MCP logs do not display historical data. Data is available only for tool calls made after this feature is enabled.   Track CTA and Success Plan Creation Source with Update Source Field (Automatic Update): Admins can now identify where a CTA or Success Plan was created or last updated using the new Update Source field. This field is now available in the Call-To-Action and Success Plan objects. The Update Source field captures the source of creation or last update (Copilot, MCP) for a CTA or Success Plan.Reports Require OTP Verification for Shared Reports (Admin Controlled): Admins can now apply One-Time Password (OTP) verification across all report share types: Link, Excel, Image. Recipients must complete OTP verification before accessing or downloading a shared report. This ensures more secure access across all share types, preventing unauthorized access even if a shared link or email is forwarded to unintended recipients. Data ManagementDesign Customizable Form Layouts for Low-Volume Custom Objects (Admin Controlled): Admins can create and configure form layouts for low-volume custom objects directly in Data Management. Form layouts configured in Data Management surface in the Report Builder and dashboards. Each layout controls which fields appear when a CSM adds or edits a record, how those fields are grouped and ordered, and whether each field is editable or read-only.Note: Features and details shared in this preview are subject to change prior to the release.We're piloting this preview format and may continue to refine how and when these previews are shared. Thank you for your patience as we iterate! Tue, 15 Sep 2026 14:13:28 +0200 https://communities.gainsight.com/ideas/allow-summary-page-in-c360-to-be-used-more-than-once-26202 Summary page types in C360 are super powerful as you can combine reports, attributes, widgets all in one place. However, they very quickly get overwhelming because they are the ONLY page type that allows for this type of configuration.Today, we are limited to adding a Summary page type once. When you already have one, you cannot add another. This request is to allow more than one Summary page to be added to a C360 layout.  Tue, 15 Sep 2026 14:12:02 +0200 https://communities.gainsight.com/ideas/retry-failures-option-on-connector-jobs-31728 When we get a partial failure on a connector job, usually because of a picklist mismatch I would like the option to just sync the records which failed. Currently I have to re-sync all items to ensure they end up coming over which is over-the-top when we have 100’s thousands of records and just a handful of failures. Screenshot example, we had 1 failure which I fixed. I then ran all records and got a further 3 fails, which again I fixed. I now have to re-run all records again just to get those 3 over. It may be a while between a fail and me fixing, which means the “re-sync since last succesful” wouldn’t pick them up as the modified date in SF is too long ago.  Tue, 15 Sep 2026 11:33:07 +0200 https://communities.gainsight.com/customer-communities-cc-17/prompts-to-get-you-started-with-the-community-mcp-31727 Thanks to everyone who came to the MCP Deep Dive last week, if you missed it your can watch back here. The question I got most afterwards was some version of "okay, but what do I actually type?", so here are the prompts I'd start with, plus a few things I learned the hard way while building the MCP and planning the Deep Dive session.If you haven't connected it yet, follow the steps here. Worth knowing up front: the analytics and admin tools need administrator or community-manager permissions, and everything is read-only so there's no tools the MCP can post, edit or delete to your community. Start here: ask it what it can do What can you do with my community data? Go through the tools you have access to and tell me what question each one answers. Do that before anything else. You'll get a map of the thirteen tools in plain language, and you'll spot two or three things you didn't know you could ask. Then follow whichever one sounds most useful to you. Prompts worth trying Each of these will work as written, but feel free to change the dates based on your timeframe. How are we actually doing? How is the community doing between 1 June and 31 August 2026, compared with the previous quarter? Give me the headline numbers, and tell me where I should be worried. Ask for the worry, not just the numbers. That's what makes it go deeper instead of handing you a summary. What are people searching for and not finding? For 1 June to 31 August 2026, what did people search for and then not click on any result? Show me the top 15, with how many results each search returned. My favourite one. The "how many results" part is what makes it useful, a query that returns nothing is a content gap, but a query that returns four thousand results and gets no click is a findability problem, and the fix is completely different. What does a member actually get? Search everything we have for "ea question your members ask constantly]" and show me what a member would actually get back, including whether each result has an answer. Pick a question you're sure is well covered. It's uncomfortable and it's worth it. Are we closing questions out, or just replying to them? For 1 June to 31 August 2026 versus the previous quarter: how fast are we answering questions, how many were asked, how many answered, and how many are still unanswered? Then follow up on the arithmetic if it doesn't add up. "Answered" means a best answer was marked, questions that got helpful replies but no accepted answer sit in a gap between the two figures, and that gap is usually bigger than the unanswered count. What did we actually ship for them? What ideas has the community raised that we've delivered in the last six months? Show me the top ones by votes, when they were first raised, and when they shipped. The "when raised" column is the one that matters. It's the difference between "we shipped ten things" and "we shipped ten things people had been waiting years for", and the second one is a much better post. Who's carrying the community? Who were our most active contributors between 1 June and 31 August 2026, and has that group changed since the previous quarter? Four things that will save you time Always give it explicit dates. "Last quarter" is ambiguous and you'll get a different window than you meant. 1 June to 31 August 2026 is unambiguous. If you're comparing, say so explicitly.Ask for a specific number of rows and remember the total moves with it. "Top 15" and "top 100" return different totals for the same period, because you're summing a different number of rows. If you're going to quote a figure, say "across the top 15" rather than "in total".Ask it to check its own numbers. Something like "do these figures reconcile with each other?" When two metrics move in opposite directions, or an aggregate doesn't match its components, it'll usually find it and tell you which is a lot better than finding out in a QBR.Follow up rather than re-prompting. The second and third questions are where it gets good. "Why?", "show me the ones behind that number", "which of those should I act on first" all work, and you don't lose the context you just built. Wrapping up If you find a prompt that works well on your community, post it in this thread. I'll fold the good ones into a proper guide.And if something returns nothing, or a number looks wrong, tell me that too, that's genuinely useful for where we take this next. Customer Communities (CC) Tue, 15 Sep 2026 10:28:42 +0200 https://communities.gainsight.com/customer-communities-cc-17/custom-code-dark-mode-31722 Has anyone custom coded their community to have a Dark Mode? I was thinking about trying to tackle this with the help of Claude. I wanted to ask here first to see if anyone has completed this and how they accomplished it. Customer Communities (CC) Tue, 15 Sep 2026 09:15:49 +0200 https://communities.gainsight.com/ideas/reporting-capabilities-request-stakeholders-team-stats-data-integration-31723 A JAGGAER Customer has the following question regarding reporting capabilities in Staircase:Is the data displayed in the Stakeholders section/Heatmap, as well as the Network and Radar tabs, also available in the reporting section? Specifically, the customer wants to create a report with two data points for each account:Closest JAGGAER relationship — the JAGGAER employee with the strongest connection to the account Best customer relationship — the customer contact with the strongest relationship on our side. If not, could you offer alternative solution for this request?Currently, Staircase AI offers two separate report types: Stakeholders (focused on customer representatives) and Team Stats (focused on JAGGAER representatives). However, there is no option to combine these two data sets. The Team Stats report type provides overall counts for emails, chats, and meetings with sentiment analysis, but only at the aggregate level for each JAGGAER representative/account owner without a breakdown per account.Could you please Help us:If it is possible to access backend data from the Stakeholder tab or Heatmap sub-tab for reporting purposes? Whether there are plans to make such data available in the reporting section, allowing for combination of Stakeholder and Team Stats data or breakdowns per account?This has highlighted that combining these data points would bring significant value to their reporting.​@bradybluhm  Mon, 14 Sep 2026 20:49:46 +0200 https://communities.gainsight.com/ideas/allow-more-flexibility-in-load-to-people-action-28418 I’m running into all sorts of issues with our Company Person data because of Gainsight’s strictness re: the Load to People action. Any other standard or custom object you load to in Gainsight allows you to choose your identifiers at will, which is great because sometimes you need that flexibility. However, with Load to People, you must first define your identifier in Administration > People, which is set to “email” as default and until fairly recently was the only identifier you could pick (yuck). Now that we can change the identifier though, I changed ours a few months back from email to External ID. However, I’m realizing that my predecessor did not even map External ID for some of our Company Person records, so I’m trying to go back and either backfill the External IDs or mark them for deletion, whichever is appropriate. Instead of just being able to change my identifier to “Email” for this one rule, I must go to Administration > People and add “Email” to the match criteria.   This is convoluted, but it’s ultimately ok because the rule does let me uncheck “External ID” as an identifier and only choose “Email,” which is necessary in this case because, again, the records I’m dealing with have no External ID and therefore that’s a useless identifier for my use case. The real problem is that for some reason when I set this match criteria, it updates all my other Load to People rules and my SFDC connector job to include Email as a second identifier. Why??  So now I’m resorted to doing one of the following once I add Email as a second identifier for this cleanup process: Quickly go in to each Load to People rule and change all the identifiers back to just “External ID” and not Email, or  Make sure I run this process during a time when none of my other Load to People jobs nor my SFDC connector job is running, then go back to Administration > People and undo “Email” as a second identifier.This all seems so overly engineered. I understand this was probably designed to help sort of protect admins/ops professionals from themselves re: Contact/Person data, but in reality it’s quite restrictive and simply does not jive with how any other “load to object” action works, including, ironically “Load to SFDC Contact.”  Mon, 14 Sep 2026 17:44:17 +0200 https://communities.gainsight.com/customer-communities-cc-17/footer-added-via-inline-custom-code-is-not-applied-on-the-private-login-page-31637 Hey we’ve added a custom footer via the Inline Custom Code option, which nicely displays things like our logo under the default footer.However, this custom footer disappears on the login page (our community is private).is this intended? If so, what is the reason behind it?I know I could inject it via 3rd party script but I find it a bit to be cumbersome knowing there is a custom footer feature/interface for this... Customer Communities (CC) Mon, 14 Sep 2026 14:23:00 +0200 https://communities.gainsight.com/all-about-pulse-8/exclusive-community-discount-for-pulse-eu-a-little-thank-you-from-us-to-you-31696 Hey everyone! Pulse Europe 2026 is coming to London on 19–20 October, and we wanted to make sure our community gets a little something extra. Use code COMMUNITY25 at checkout for 25% off your ticket. No catches, just our way of saying thanks for being here. If you haven't already, take a peek at the first wave of speakers - there's some great sessions already announced and more to come: We'd love to see as many of you there as possible!  Grab your ticket here All About Pulse Mon, 14 Sep 2026 13:51:38 +0200 https://communities.gainsight.com/product-updates/gainsight-cs-patch-release-update-september-14-2026-31720 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 six 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 six connectors that now include credential masking and KMS encryption:Salesforce S3 Slack Databricks Snowflake DataSphereIMPORTANT: 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, 14 Sep 2026 06:54:56 +0200 https://communities.gainsight.com/ideas/alternating-colors-for-rows-in-cockpit-31719 When viewing dense lists of CTAs in Cockpit—especially during high-volume workflows where many CTAs share the same Type, Status, and Priority—it can be difficult to visually scan and differentiate individual rows. I’d love to request a user-level toggle to enable alternating background row colors ("zebra striping") in the Cockpit view. While conditional color coding for statuses and priorities is helpful, having a subtle, structural row contrast would significantly improve UI readability, reduce eye strain, and prevent misclicks when working through long lists of identical types. Fri, 11 Sep 2026 23:59:04 +0200 https://communities.gainsight.com/ideas/allow-multiple-contributors-for-kb-articles-30875 Hello,I’d like to suggest adding a functionality to allow crediting multiple contributors for a KB article. We often have people collaborating on articles, and it would be ideal if they could all be credited as authors.  Fri, 11 Sep 2026 17:13:47 +0200 https://communities.gainsight.com/ideas/widget-for-questions-with-no-replies-19411 I’d love a widget that pulled all the topics with no replies. We encourage our community of customers, partners, and employees to answer questions - but there’s no real way to say “hey, here are some questions that could use your advice.” It’d be nice if there was a widget that did this.Or if we could tweak the “help others” option to be for posts with no replies, rather than no replies marked as best answer. Fri, 11 Sep 2026 16:02:08 +0200 https://communities.gainsight.com/ideas/set-score-uses-color-range-mid-point-even-when-a-numeric-value-is-provided-31717 See ticket: 502640.  I created a rule to populate a specific value in our scorecard, but Gainsight is changing that to a different number which is the mid-point of that color range’s value.  This is unnecessary, inaccurate, and annoying. Fri, 11 Sep 2026 15:40:12 +0200 https://communities.gainsight.com/ideas/enhanced-moderation-compliance-framework-for-dsa-and-regulatory-audits-31615 Organizations operating public online communities increasingly need to demonstrate that moderation actions are applied consistently, transparently, and in alignment with their community Terms & Conditions and applicable regulations such as the EU Digital Services Act (DSA). Gainsight Community already provides several moderation and governance capabilities that help organizations manage content and maintain records of moderation activities. As regulatory expectations continue to evolve, an opportunity exists to further enhance these capabilities by providing a more structured framework for documenting, communicating, and reporting moderation decisions.Potential enhancements could include:Capturing standardized reason codes for moderation actions. Associating moderation actions with relevant Terms & Conditions or policy provisions. Automatically notify the affected user of the moderation decision and rationale. Maintaining a consolidated audit trail of moderation actions, notifications, and supporting details. Delivering reporting capabilities that help organizations demonstrate compliance during internal reviews or external audits.This would help community managers improve transparency, consistency, and audit readiness while leveraging existing moderation workflows.Proposed EnhancementIntroduce a moderation compliance and audit famework that requires moderators to select a standardized reason code whenever content is moderated and automatically logs all moderation actions.Key capabilities should include:Configurable moderation reason codes (Spam, Harassment, Privacy Violation, Illegal Content, Copyright Infringement, Off Topic, Duplicate Content, etc.). Optional free-text moderator notes. Mapping of each reason code to specific Community Terms & Conditions clauses. Automated user notifications explaining: What action was taken. Why the action was taken. Which policy or Terms & Conditions provision was violated. Information about the appeal process. Retention of moderation history and notification records for audit purposes. Reporting and export capabilities showing: Moderation actions performed. Reason codes used. Moderator responsible. Date/time of action. User notifications sent. Appeals submitted and outcomes. Business ValueThis enhancement would help customers:Demonstrate compliance with DSA transparency and notice requirements. Reduce legal and compliance risk. Maintain a defensible audit trail of moderation decisions. Improve consistency across moderator teams. Increase transparency and trust with community users. Support internal governance and regulatory reviews. Fri, 11 Sep 2026 15:30:15 +0200 https://communities.gainsight.com/ideas/make-custom-pages-searchable-22360 Custom pages are islands by themselves, need to be featured from either the homepage widget or a content.It would help to make them Searchable for keywords that match their Title and Description  so if I’m interested around “Community Management”, Search is my go-to…That Search box helps me not worry about how Navigation is designed but return:Content, Events, Ideas, Custom Pages on the Subject and People (why not)?  Fri, 11 Sep 2026 15:05:53 +0200 https://communities.gainsight.com/ideas/idea-allow-manual-selection-of-primary-company-for-sponsor-tracking-31716 ProblemWhen a tracked sponsor holds multiple concurrent positions (e.g., a board seat or advisory role at one company while employed full-time at another), Sponsor Tracking automatically designates latest/current positions as "primary." If the sponsor leaves the non-primary company, that departure is not surfaced or flagged — even though it may be the position most relevant to our relationship with them. ExampleWe had a case where a tracked sponsor's profile showed two concurrent positions. Sponsor Tracking treated the latest company as primary and the other as secondary. When the sponsor left the secondary company, no update appeared in Sponsor Tracking, even though this was the departure we actually needed visibility into (since it was related to the customer). LinkedIn showed the change, but Gainsight did not surface it. Current Behaviour confirmed with Gainsight Support/ProductWhen tracking starts, Sponsor Tracking automatically selects the sponsor's latest/current position as the "primary" company. If a sponsor has multiple concurrent positions, only the primary one is monitored for changes. Departures from a non-primary (concurrent) position are not captured or surfaced. There is currently no way to manually select which company should be treated as primary for tracking purposes.CSMs rely on Sponsor Tracking to catch champion/sponsor departures before they impact renewals or expansion. When a sponsor holds concurrent roles, the system's automatic choice of "primary" company may not match the company that actually matters for our relationship — meaning a critical departure can go completely unnoticed until it's too late to react. Suggested EnhancementAllow users to manually designate or override which company is treated as the "primary" tracked position for a sponsor, particularly in cases where a profile shows multiple concurrent positions. This would let CSMs ensure the correct relationship is monitored, regardless of how the sponsor's profile is ordered externally.Curious whether other Gainsight admins have seen sponsor departures go unflagged because of concurrent positions on a profile. If you've hit this too, please upvote and share your example below. It will help Product team gauge how widespread this gap is. Fri, 11 Sep 2026 11:47:10 +0200 https://communities.gainsight.com/customer-communities-cc-17/community-url-construction-31715 Someone asked me for a document on how the URLs are structured in Gainsight CC, so here it goes:Every URL in a Gainsight Customer Community is generated by the platform from the content title plus an immutable numeric ID. Admins never hand-write paths. Understanding the shape tells you what is stable, what is editable, and what will break if you change it.The one rule behind almost every URL/{title-slug}-{numeric-id}Slug — auto-generated from the title at creation: lowercased, spaces and punctuation collapsed to hyphens, non-Latin characters preserved and percent-encoded (for example /groups/gainsight-japan-日本コミュニティ-182). Numeric ID — the permanent database identifier. This is what actually resolves the page. The slug is decoration for search engines and humans.Pattern by content typeType Pattern Live example Category /{slug}-{catId} /customer-success-cs-15 Community topic /{cat-slug}-{catId}/{slug}-{id} /all-about-pulse-8/pulse-europe-2026-is-so-close-31686 KB article /{cat-slug}-{catId}/{slug}-{id} /phrases-52/how-to-export-and-import-phrases-31655 Idea /ideas/{slug}-{id} /ideas/reports-duplicate-and-edit-30817 Event /events/{slug}-{id} /events/pulse-usa-2026-732 Group /groups/{slug}-{id} /groups/cs-ops-product-council-170 Product update /product-updates/{slug}-{id} /product-updates/gainsight-cs-patch-release-31624 Member profile /members/{username}-{userId} /members/samanthahamlet-17252 Custom page /p/{page-slug} /p/gainsight-support Module landing /{module} /community, /knowledge-base, /ideas, /events, /groups, /product-updates Activity feeds /activity/{feed} /activity/recent, /activity/unanswered Search /search?q={term} /search?q=support%20holidays&content_typeo0]=discussion Create topic /topic/new?fid={catId} /topic/new?fid=36 Reply deep link …?postid={id}#post{id} /ideas/allow-multiple-topic-banners-31711?postid=136601#post136601 System pages /site/{page} /site/terms Four behaviours worth knowingCategory paths are flat, not nested. Breadcrumbs show Knowledge Base → CC Knowledge Base → Content Management → SEO, but the URL is just /seo-36. Hierarchy lives in the data model, not the path. Articles are always exactly two segments deep. The ID makes links durable. Because the numeric ID resolves the page, renaming a topic or article does not break links that are already in the wild. The platform redirects the old slug to the new one. URLs are case-insensitive and the canonical is lowercase. /p/Gainsight-Support issues a 301 to /p/gainsight-support. Every page also emits a canonical tag pointing at the lowercase form, so paginated and filtered views never fragment ranking signal. Custom pages are the exception, and they are locked. /p/ pages carry no numeric ID, so the slug is the only identifier and must be unique across the community. It also cannot be edited after creation: changing a custom page URL means recreating the page and asking Gainsight to set up a 301. Decide the slug before you build.  Customer Communities (CC) Fri, 11 Sep 2026 08:09:13 +0200 https://communities.gainsight.com/カスタマーサクセス-cs-420/１つのアカウントで複数のスペース画面を閲覧したい-31613 複数のR360のスペース画面に招待したいクライアントさんがいる場合、どうすればよいでしょうか？スペース画面にて赤枠で囲ったタブが存在するため、複数のスペース画面を開けるのではと思った次第です。  カスタマーサクセス（CS） Fri, 11 Sep 2026 03:06:32 +0200 https://communities.gainsight.com/ideas/ability-to-natively-embed-staircase-reports-into-gainsight-dashboards-30128 As an admin, I’d like the ability to natively embed Staircase reports into Gainsight dashboards. I don’t like that we have to create separate dashboards in two Gainsight tools, or direct users to go to two separate places, to solve the same user need.This is primarily focused around CSM & Manager’s Dashboards, but can be used for other use cases.Here are a few use cases:Including Team Stats report for Managers Add Churn Risk event reports into both Manager’s and CSM dashboards Highlight positive sentiment signals to managers Adding Risk & Expansion analysis reports for both Managers and CSMs Adding Churn Analysis into Executive Dashboards Including Missing Contacts, Data Sync, and System stats into Admin dashboard Fri, 11 Sep 2026 01:24:45 +0200 https://communities.gainsight.com/ideas/reports-duplicate-and-edit-30817 For the Staircase AI Executive Dashboard there is an option to duplicate and then edit and save as your own.   I don't see this option in Saved Reports. You have to set each report individually. I don't see a way to copy and edit something already set up which would save so much time. For example, if I am a team leader setting up a report specific to certain individuals I have to go in and create a new report for each team member. There is no way to copy or duplicate a current report and edit then resave that I see.  Is this available to update as a feature on a futre enhancement? Fri, 11 Sep 2026 01:12:14 +0200 https://communities.gainsight.com/ideas/staircase-topics-should-be-insight-eventable-31595 I’m not fully sure how this would work, but here’s the general premise:You can set up custom topics to trawl for in communications in Staircase, which is great. You get topic breakdown reports, see which accounts are mentioning it, etc.However, unless it’s also tied to something like a churn risk or negative message type of insight, you can’t create alerts off of them, nor are they reportable in CS.Ultimately, here is what we would like to be able to do:Have these signals more visible in CS Be able to fire alerts on topics (e.g., when a competitor is mentioned) Be able to configure when to fire a CTA in CS when certain topics appear under certain conditions in CS.  For numbers 2 and 3, ideally, you’d also have some of the context aka evidence (link of the comm + snippet) so you don’t have to hunt down the origin.I use competitor mentions as an example, but it obviously wouldn’t be limited to just that. And while understanding the context of when to send these alerts might be a bit of a challenge for an org, having the capability would be valuable.For example, if you’re in the middle of a renewal period, and your customer is dropping mentions of competitors in emails/calls, that could signal a problem.Today, you have to rely on the topic reports, or topic section of an account page, which is fine, but it’s not a proactive alert, it’s passively there. Fri, 11 Sep 2026 00:05:31 +0200 https://communities.gainsight.com/ideas/staircase-topics-by-arr-31714 My SVP CS would like to review impact of Topics at an ARR level. I can obviously get to this at an individual account level, but that’s not quite what he wants. He’s looking to review certain topics and what amount of ARR they are related to. I don’t see a way to do this today within Staircase, though I can probably accomplish it in Claude I imagine (and have not tried). Fri, 11 Sep 2026 00:04:39 +0200 https://communities.gainsight.com/customer-success-cs-15/webinar-recap-recording-from-red-flags-to-renewal-31713 Customer risk rarely appears overnight. Warning signs often emerge months before renewal through declining adoption, stakeholder changes, negative sentiment, or unresolved support issues. The challenge is recognizing which signals matter and acting while there is still time to recover.During our From Red Flags to Renewal webinar, we explored how Customer Success teams can use Gainsight CS to transform early warning signals into consistent and actionable renewal strategies.A Practical Framework for Managing RiskWe introduced a five-stage operating model:Detect → Diagnose → Prioritize → Act → Monitor and RecoverThis approach helps teams move beyond static health colors and focus on meaningful changes in customer behavior. Automation can identify and route a signal, but human judgment remains essential for determining whether the risk is material, diagnosing its root cause, and selecting the right response.The webinar examined four common risk areas:Adoption risk: Declining active users, reduced core feature usage, or the loss of power users Relationship risk: Champion departures, limited stakeholder coverage, or declining executive engagement Sentiment risk: Falling survey results, negative feedback, delayed responses, or customer silence Support risk: Critical escalations, recurring issues, aging cases, or technical problems that prevent customers from achieving their goalsWe also demonstrated how Gainsight capabilities, including Scorecards, Adoption Explorer, Timeline, People Maps, Rules Engine, CTAs, Cockpit, and Playbooks, can support a structured risk management process.Five Takeaways to RememberA health score is a signal, not a diagnosis. Outcomes health and customer experience can reveal different types of risk, so we recommend measuring them as separate health score dimensions. A health color tells us where the customer is today. Trend, persistence, and convergence tell us where the customer may be heading and how seriously we should respond. Every confirmed risk needs an owner, response plan, target date, and recovery criteria. Renewal readiness is built throughout the customer lifecycle, not only when the renewal date approaches.To get started, select at least one high-value risk signal and build an end-to-end workflow around it. Define the trigger, diagnostic questions, owner, response playbook, and evidence required to confirm recovery. Pilot the workflow, measure the results, and refine it over time.Webinar ResourcesWebinar Recording: watch the recording Customer Success (CS) Thu, 10 Sep 2026 22:51:02 +0200 https://communities.gainsight.com/ideas/st-add-event-date-for-reports-31236 If I’m on the Staircase Executive dashboard, and click on something like the “Churn risk Detected” tile, I get a report of accounts with a churn risk Insight in the last X days.I would like to have in that report *when* that risk popped up. I know you can change the date range of the report in general, but if I’m looking at the last 90 days, for example, I might want to start with the oldest and work my way forward but it doesn’t seem possible.You can add a boolean on if the insight was detected or not, but the filtering already handles that. To be clear, this is something that should be available for any insight/topic, I’m just using Churn Risk as an example. Notably, the info IS available when you go to the account and dig into it, but it should be easier to surface. Thu, 10 Sep 2026 22:44:21 +0200 https://communities.gainsight.com/ideas/be-able-to-create-real-time-rules-on-person-and-company-person-objects-13802 Today, is only possible to create real-time rules on Company, Relationship and Relationship type. This is a huge pain for us not to be able to have real time available on Person and Company Person object.It would increase our efficiency and the accuracy of data, as it will tackle synchronisation issues we encounter with external tools. Thu, 10 Sep 2026 20:32:29 +0200 https://communities.gainsight.com/product-updates/skilljar-by-gainsight-make-your-academy-discoverable-by-ai-assistants-31701 Your customers are increasingly turning to AI assistants for answers; how to configure a feature, which course to take, where to start. When your Academy content isn't readable by those tools, the answer comes from somewhere else: a competitor's page, an old forum thread, or a best guess.How AI tools discover and cite content is still an evolving space, but we didn't want that to stop us from giving your Academy a seat at the table.  What AI Discoverability DoesOur first release of Academy AI Discoverability makes your catalog readable by AI assistants and gives you one setting to control whether AI crawlers are allowed to index your content. When enabled, AI assistants crawl structured metadata on course pages. Your courses carry machine-readable data that tells AI tools exactly what they're looking at: a course, who offers it, what it teaches, and whether enrollment is required. Instead of treating your catalog as just another web page with words on it, AI assistants can understand and accurately represent your training.  How to Turn It OnIn your Dashboard, open Domain Settings for each domain you want to enable. Find the AI Discoverability section and check "Allow AI crawlers to index this academy." What Happens Behind the ScenesThe checkbox controls three files:  File What it Does Can You Change It? robots.txt The file that tells crawlers where they may and may not go.  Unchecked (AI Discoverability off): Skilljar adds a Disallow: / block for 14 known AI crawlers to the top of the file. One block per crawler, each blocking that bot from the your Academy:   User-agent: GPTBot   Disallow: /   User-agent: ClaudeBot   Disallow: /   ... (12 more AI crawlers) ...   Checked (AI Discoverability on): those 14 crawler-specific blocks are removed, and the file reverts to just the baseline shown above. In other words, turning the feature on doesn't add anything to the file, it removes the AI-specific blocking rules that are there by default. Only via the checkbox llms.txt This plain-text file is a machine-readable index of every public course and learning path, including titles, descriptions, and links. It's generated from your live catalog and updates whenever you publish changes. No sitemap.xml Standard list of pages for search engines.  Note: While AI Discoverability is turned off, /sitemap.xml returns a 404 error for all requests, including Google searches. If you rely on your sitemap for SEO, enable AI Discoverability for the relevant domains. No  Learn More   What llms.txt Exposes to AI Assistantsllms.txt will never expose lesson content, video transcripts, quiz questions, or SCORM files. AI tools learn what training you offer, not what's inside it. Private academies return a 404 instead of a listing.llms.txt publishes your Academy name and the title, description, and link for each public course and learning path.A course appears in /llms.txt when it's published, visible on your catalog, and your Academy is checked to allow AI Discoverability. The description shown in AI results is pulled from the course's short description field.  A Quick Note on Best PracticesIf you’re looking to improve how AI tools describe your courses, we recommend keeping the short description field up-to-date and setting a cadence for regular updates. This is a feature worth planning for, not just switching on.For years, discoverability meant optimizing for a ranked list of blue links, getting the keywords right, and hope for page one. AI answer engines work differently: there's no page two. An assistant either has enough signal to cite you, or it reaches for whatever else it can find. This raises the bar on freshness and clarity, and lowers the bar on volume. A handful of clear, current course descriptions will outperform a large but stale catalog.It also changes what "traffic" means. A citation in an AI assistant's answer may never show up as a click in your analytics, but it's still a customer forming an impression of your training before they land on your site. Treating short descriptions as living copy, reviewed on a schedule, is becoming as routine as maintaining meta descriptions was for search. If you want a structured way to approach AEO, check out our 90-Day AEO Checklist, a step-by-step guide to thinking about your strategy before rolling this out more broadly.One area still ahead of us: an authorized learner's own AI assistant pulling course content directly on the learner's behalf. We're actively thinking through that mechanism. What to Expect After You Turn It OnTurning this on doesn't guarantee your Academy shows up in ChatGPT tomorrow; how AI tools decide what to crawl and cite is still evolving. But here's what we know:Crawling takes days to weeks. Every AI provider works on its own schedule, and there's no way to speed it up. Citation isn't guaranteed. You're making your content readable, not buying placement. Whether an AI tool cites you is ultimately decided on the provider's crawl behavior. Recency matters. AI tools tend to favor recently updated content, so an actively maintained catalog is more likely to be picked up.We'll continue to share what we learn about crawler behavior and citation patterns as this space develops. Visit our Help Center article for additional setup instructions and FAQs. Release Notes Thu, 10 Sep 2026 18:44:20 +0200 https://communities.gainsight.com/ideas/permission-bundle-navigation-administration-cockpit-playbook-only-25953 Hello,I previously had a permission bundle for “Playbooks Only” to let selected users Create and Edit Playbooks. This is no longer working with the update CTA Admin layout. Permission bundles does allow granting users Navigation Access to the Administration > CTA section, but this gives them far too much access and I’m not able to specify “Only Playbooks”. My Idea:Option 1: Allow permissions to the specific “Playbook” tab within the Administration Cockpit section.Option 2: Revert back to the old CTA admin layout! Thank you! Thu, 10 Sep 2026 17:46:55 +0200 https://communities.gainsight.com/ideas/allow-multiple-topic-banners-on-the-community-homepage-31711 Currently, the homepage Topic Banner only supports one article at a time. When we have several important announcements to highlight simultaneously (product updates, events, maintenance notices, etc.), we're forced to choose just one, and the others lose visibility.It would be very helpful to have the option to display multiple Topic Banners — either as a carousel/rotation, or as stacked banners — so community managers can surface more than one key message on the homepage at once. Thu, 10 Sep 2026 16:07:56 +0200 https://communities.gainsight.com/customer-insights-and-best-practices-349/looking-for-a-fractional-strategic-planning-facilitator-saas-cs-ops-background-preferred-31706 I'm the Lead Business Ops Manager for a Customer Support & Adoption org (SaaS, ~mid-size company). We're planning our FY2027 strategic planning offsite for our 5-person leadership team (VP + 3 Directors + me) in Chicago, and I'm looking for a facilitator to run two focused half-day sessions.What we need: Someone who's been an operator (ideally VP/Director-level in CS, Support, or Ops) who now does fractional/independent facilitation — we want pattern-matched experience, not a generic team-building exercise Pre-work-driven: comfortable running short discovery interviews/video pre-work with our leaders ahead of time so the live time is spent on hard trade-offs, not brainstorming from scratch Focused on execution, not ideation — we want to walk away with something tactical (priorities, owners, milestones) we can drop into Jira, not a deck of ideas we have to prioritize ourselves afterward Comfortable with a lean scope: two half-days live, we handle the rest of the onsite content ourselves Budget-conscious — this is a small-department engagement, not an enterprise consulting spend If you've used someone like this (or you are someone like this), I'd love a name or a DM. Happy to share more context! Thanks so much! Customer Insights and Best Practices Thu, 10 Sep 2026 15:54:13 +0200 https://communities.gainsight.com/customer-communities-cc-17/when-the-welcome-to-the-community-system-email-sent-30873 I cannot find a documentation to confirm whether this email is sent when a new profile is created.   Customer Communities (CC) Thu, 10 Sep 2026 15:47:59 +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 Thu, 10 Sep 2026 13:25:20 +0200 https://communities.gainsight.com/カスタマーサクセス-cs-420/ホーム画面からタスクの作成方法-31342 現在、ホーム画面にCTA・タスク一覧をレポートにて表示し、タスク進捗が追いやすいようにしています。新たに発生した日々のタスクを作成するとき、各R360を開く＞コックピットタブを開く＞CTA作成＞タスクという手順を踏む必要があるかと思いますが、この手順以外でなるべくタスク作成までのステップを踏まずにタスク生成する方法があれば教えていただきたいです！ ▼HOME  カスタマーサクセス（CS） Thu, 10 Sep 2026 12:12:24 +0200 https://communities.gainsight.com/ideas/approve-use-group-requests-on-the-home-31710 All of our user groups are private group as we don't want conversations happening in there to clutter the regular forums. But this also means that for every request we need to go to the approval page of the group. In the home page we already have the pending widget in which you can chose for group requests. But would it also not be nice to approve the requests from the home widget already in stead of needing to go to the group page and approve (would save a couple of clicks). Perhaps similar like the spam / content moderation setup?  Thu, 10 Sep 2026 09:45:36 +0200 https://communities.gainsight.com/ideas/skilljar-portal-site-should-have-mfa-or-otp-for-security-reason-31709 I am wondering,,, why login to Skilljar’s portal site does not have MFA or OTP now?If they are supported, it is good from security point of view,,,  Thu, 10 Sep 2026 05:08:33 +0200 https://communities.gainsight.com/customer-communities-cc-17/leaderboard-points-suddenly-display-on-profile-31631 We noticed this week that points are suddenly displayed on a user's profile. When was this introduced?I can't find any other posts about this. And even the search AI here claims that this is not an option:  We would like to remove or hide this on the profile pages. Is there an option for this in control? If not, what is the code for this so we can hide it with custom css. Additionally, can we reset these points somewhere? We would like to start fresh. Customer Communities (CC) Thu, 10 Sep 2026 02:24:15 +0200 https://communities.gainsight.com/customer-success-cs-15/looking-for-advice-on-flexible-side-support-for-small-cs-related-ops-tasks-us-based-31707 Hi everyone,I’m helping a small team explore light, flexible monthly support for basic business/ops tasks (nothing full-time — more of a recurring side arrangement). They’re looking for someone based in the U.S. who might already be in the CS/ops space and open to occasional help.Before I share any details, I’d love to hear from the community:Has anyone here taken on small, recurring side support for early-stage or small teams while staying in CS/ops roles? Any tips on structuring these kinds of arrangements so they stay sustainable and professional?Happy to share more context via DM if useful, or point people toward the right contact if it feels like a fit. Thanks in advance for any thoughts! Customer Success (CS) Wed, 09 Sep 2026 22:23:44 +0200 https://communities.gainsight.com/ideas/allow-custom-staircase-topics-to-be-retroactive-31702 The information is there, and I understand the analysis might take time to catch up, but custom topics should take effect retroactively with historical information.  Wed, 09 Sep 2026 20:34:04 +0200 https://communities.gainsight.com/meetings-office-hours-3/emea-admin-office-hours-thursday-session-10-09-2026-31700 This thread is for the upcoming EMEA Admin Office Hours for Thursday, Sep 10th, 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, 09 Sep 2026 19:54:52 +0200 https://communities.gainsight.com/ideas/skilljar-live-training-improvements-registration-cut-off-time-and-more-email-reminders-31699 I run live training sessions every week. The following are relatively minor updates that would have a major positive impact.Ability to set a cut off date/time or number of hours for registration into a session prior to the session start. I have people registering 1 minute before a session which means they didn’t get any of the preparation content I emailed and I need to take time during the session to add them to our sandbox account so they can participate.   Add more email reminder options. All webinar platforms let you configure several reminder emails (e.g., 7 days, 3 days, 1 day, 1 hour, etc.). Skilljar’s options are quite limited which means I have to manually export rosters and send emails via gmail. Wed, 09 Sep 2026 18:41:57 +0200 https://communities.gainsight.com/ideas/provide-open-rule-actions-for-core-objects-14639 Is there a plan on the roadmap to provide open rule actions for core objects?Admins should be able to manipulate object data in Gainsight without having to rely on the API all the time.Much like I can with the Company object:I should be able to upsert every field on the Call to Action object directly through a rule without having to use the action template I should be able to upser every field on the Company Person object directly through a rule without having to use the locked in Person dependency I should be able to upsert every field on the Success Plan object directly through a rule without having to use the action template I should be able to upsert every field on the Activity Timeline object directly through a rule You get where I’m going with this. The majority of GS admins are not coders. Even though there are some simple things that can be done via API, it’s still a lot of extra work to go that route (as well as increased risk) than giving us rules actions that allow us to choose our own identifiers and directly upsert records on those objects, just like we can with Company. Wed, 09 Sep 2026 18:40:59 +0200 https://communities.gainsight.com/ce-skilljar-by-gainsight-18/reflection-moment-what-s-your-content-strategy-31068 Hello everyone!You've spent the last few weeks building your first courses, working through learning objectives, and planning your catalog.Before you move into the Go Live phase, it's worth zooming out and thinking about your overall content strategy.Are you building long-form courses, short microlearning modules, certifications, or a mix? When you launch, how much content do you expect to have available for learners? Has your approach shifted at all since you started - did you plan one thing and end up doing another?We’d love to hear your approach below! CE & Skilljar by Gainsight Wed, 09 Sep 2026 18:00:24 +0200 https://communities.gainsight.com/ideas/survey-2-0-multiple-choice-question-10329 In Survey 2.0 while designing, Is there a way, where we can restrict to select upto 3-4 max answers for Multiple choice questions? And then in Next question we can display select answer? Currently users can select random number for multiple choice question (if there is any option to restrict)Eg:- There are 10 options and wanted only max 3 to be selected by customer and not more than that, if he select total 4 option then it give error (you can select only 3) In attached image Scenario is :-There are questions in survey, is there a way where we can set up the question where it only allows you to select up to 3 checkboxes maximum (in qu 2) and then in qu 3 only those 3 selected in qu 2 are displayed?    Wed, 09 Sep 2026 17:17:32 +0200 https://communities.gainsight.com/sso-53/single-sign-on-sso-getting-started-19138 This article outlines the basics of how to get started with setting up SSO on the inSided platform, including:Supported SSO schemes and how to set them up A step-by-step guide to how SSO works for end users on the inSided platform The various SSO configuration options offered by inSidedWhat is Single Sign-on (SSO?)Single sign-on (SSO) enables your end-users to authenticate onto the Community through an Identity Provider of your choice, using a single ID and password.Supported SSO schemes & how to set them up OAuth 2.0 setup guide  OpenID Connect setup guide SAML 2.0 setup guide Token (JWT) setup guide Google setup guide Supported identity providers & how to set them upAzure AD via SAML setup guide OKTA SSO setup guideKey TermsCommunity - Gainsight Platform Identity Provider - third-party service that creates, maintains, and manages users identity information User - end user of the CommunityCommunity SSO diagramClick ‘learn more’ to see a diagram describing the generic interaction between Community & Identity Provider.   Community SSO detailed explanationIndependent of your chosen Community SSO scheme, the interaction between Community and Identity Provider can be described as a sequence of main three steps:User visits Community Home page If the session already exists, the User is successfully logged in. If the session does not exist, the User can start SSO Login by clicking on the Login button, and then clicking the relevant SSO button in the modal. It’s also possible to setup SSO Login without requiring a click on the Login button Instead of clicking on the Login button, it is possible to initiate SSO Login by calling this GET endpoint directly: https://sso.api.insided.com/auth/pSSO_SCHEME]?customer=SCUSTOMER_ID] CUSTOMER ID: this is the first part of the URL of your Control environment (e.g. customer-id.insided.com) SSO_SCHEME : can be oauth2, openidconnect, saml, token, google User is redirected to Identity Provider site The User simply needs to be authenticated here according to the rules of the Identity Provider. User is redirected back to Community along with Profile data The Profile data is used for registration or login.  To be automatically parsed and mapped the Profile data should be sent as follows: id (required) string (e.g. "kd2fj09234ls8"), case insensitive ("qwerty123" is the same as "QWERTY123") email string (e.g. "bob@gmail.com") username string (e.g. "bob") avatar string in HTTP URL format (e.g."http://foo.bar/image.jpg") customRoles comma separated string (e.g. "1,2,3")  If the id field is not provided the User sees an Authentication failed error. Automatic login If a user with provided id already exists in the Community the User is automatically logged in.  If a user with provided id doesn't exist and email field is provided, Community checks if there is a user with a matching email already registered then the User is automatically logged in. Additional automatic login options If update user attributes* feature is configured and custom roles update is enabled and customRoles field is provided, all current custom roles that the User has are replaced. If update user attributes* feature is configured and email update is enabled and email field is provided the email that the User has is replaced. Automatic registration If Automatic login fails, the Community checks if the auto register* option is enabled. If the auto register option is enabled, Community checks if both email and username fields are provided. If the fields are provided, the User is automatically registered, a login session created and the User is logged in (any separately configured required profile fields are ignored). If the avatar field is provided, the image is downloaded and attached to the User’s profile.​​​​​ Additional automatic registration options If Use left part of email as username is enabled, the local-part of the email field is used as the username (if username field is provided it’s ignored). E.g. if email is john.doe@mail.com then john.doe is used. Normal registration If Automatic registration failed or is not configured, the User sees Registration form  filled with least Profile fields. The User edits them if needed, and submits the form. The User is registered, a login session is created and the User is logged in. If the avatar field is provided, the image is downloaded and attached to registered User profile   LogoutIf User clicks Log out and logout url is configured the User is redirected to that url Profile data fields may vary per SSO schemeE.g. OpenID Connect’s IdToken.sub will be recognised as id automatically.The details of these interactions differ slightly per SSO scheme.For instance, when implementing Token (JWT) it is as simple as in the diagram, but other schemes are much more “chatty”. i.e. the #Step 3 can be performed with several additional background HTTP requests in the background to the Identity Provider.In any case, the Community always expects Profile data structured as described above at the end of any SSO journey. SSO Wed, 09 Sep 2026 17:12:49 +0200 https://communities.gainsight.com/ideas/staircase-report-filter-for-last-24-hours-last-day-31421 To support dynamic dashboarding using MCP/S3 export to databrick and tableau, a report filter of last 24 hours/last day would be extremely helpful. Wed, 09 Sep 2026 17:01:10 +0200 https://communities.gainsight.com/ideas/new-dynamic-jo-should-have-multiple-queries-just-like-older-advanced-jo-23373 This idea is very similar to this post by @alizee made during the beta period for the new dynamic JO.As the title says, there is a very popular use case for having multiple queries within a single JO program: multiple queries allow us to have a much higher level of control over the time different audiences are brought into a program, without having to calculate and rely on wait steps (and trust them not to misfire).Most of our programs in the advanced JO have multiple queries (usually three): Americas, EMEA, and APJ. We use the Global Region field to determine the send time for those recipients, as neither a timezone field nor a billing country are reliable methods of determining when to send an email, and having a CSM emailing a client in the middle of the night doesn’t lend to the idea that the CSM is emailing them.We also have some programs where we have slightly different audiences (standard support clients, premium support clients) receiving monthly check-in emails, and each of those audiences uses a different query, but is still part of the same program. Bringing both of those audiences into one program and then having to filter through conditional evaluate steps will further complicate things.We prefer to use queries in our programs to have a higher level of control over the audience and the send time. Please consider allowing us to include multiple queries, just like we’ll be able to use multiple CSVs. Wed, 09 Sep 2026 16:08:08 +0200 https://communities.gainsight.com/様々なツールのデータ連携と活用-409/メールもmtgも自動でtimelineに取り込む方法-auto-email-capture編-31698 お客様とのメールやMTGのやり取りを自動で取り込みたい！と思われている方多いのではないでしょうか。・・・もちろん可能です！！ この記事では、お客様とのメールやMTGの内容を自動でGainsightのTimelineに取り込む方法についてご案内していきます！入力や登録作業はどんどん自動化していきましょう！  0. 前提（できること）　　　Gainsight CSでは、対象条件を満たすメールやMTGを、CSMの手を介さずに自動的にTimelineアクティビティとして記録することができます。①メールの自動記録（本記事で解説） ②MTGの自動記録（別記事）※②MTGの自動記録の方法は、AI Follow-Upでオンラインミーティングの自動サマリを設定するの記事をご参照ください！これ以降はメールの自動記録についてご案内していきます！  1. どんなメールが自動記録されるの？（対象条件） 2. Timelineに記録される内容とスレッド表示 3. 設定前に準備しておくこと 4. 設定手順 5. 運用時の注意点・制限事項  1. どんなメールが自動記録されるの？（対象条件）　　 Auto Email Captureは、次の条件を満たすメールだけを対象に、自動でTimelineへ記録します。認可済みメールボックス：同期対象として認可されたユーザーのメールボックスで送受信されたメールであること 外部参加者を含むこと：To または From に、Gainsight上でCompany Personとして登録された外部連絡先が少なくとも1名含まれていること（社内だけのメールは対象外です） 除外ドメインに該当しないこと：別途設定できる「除外リスト」に登録されたドメインとのメールは対象外です 自動送信メールでないこと：不在通知、会議招待、システムからの「No Reply」「Automated」ラベル付きメールなどは対象外です ライセンス条件：認可済みメールボックスの対象メールはすべて同期されますが、Gainsight Timelineへ同期されるのは、そのうち少なくとも1名のライセンスユーザーがTo・CC・BCCに指定されているメールのみです   2. Timelineに記録される内容とスレッド表示対象メールは、次の情報を持つTimelineアクティビティとして自動的に記録されます。件名 送受信日時 メール本文 To／From に含まれる参加者（BCCは含まれません。CCの参加者はTimeline上ではToフィールドに含まれる形でレポート可能です） Activity Type：Email Source：Gmail または Outlook Mailまた、同じConversation ID（メールスレッド）を持つメールは、Timeline上で1つのスレッドとしてまとめて表示されます。スレッドを開くと、社内からのメールは左側、お客様からのメールは右側に表示され、メーラーのような感覚でやり取りを追うことができます。   3. 設定前に確認しておくこと　　　　Gainsight CS単体か、Staircase AI（※1）も契約中かで、有効化の流れが少し異なりますが、ここではGainsight CS単体でご利用いただいていることを前提に記載します。（※1）Staircase AIとはStaircase AIは、メール・会議・チャット・サポート・Slackなどの顧客コミュニケーションをAIが分析するGainsightが提供する「実行型AIエージェント」です。顧客の感情変化や解約リスク、拡大機会など、構造化データだけでは見えにくい重要な兆候を早期に発見できるため、チームがより多くの顧客をカバーし、適切なタイミングで先回りしたアクションを取れます。ご興味がある方はこちらをご覧ください 【確認事項】本機能は、Gmail・Outlookとの接続をするにあたり、Google WorkspaceまたはMicrosoft 365側の設定が必要となるため、Google WorkspaceまたはMicrosoft 365の管理者権限を持っているIT管理者の協力が必要です。事前にやりたいことをお伝えし、この記事を共有するなどしていただくとスムーズかと思います！   4. 設定手順　　　　　具体的な設定手順は以下の通りです。（設定自体はシンプルですので早くて5分で完了します。）管理 > Gainsight AI > AI セッティング で「AI Follow-Up & Auto Email Capture」トグルをオンにします。 管理 > タイムラインメニュー を開き、Google または Microsoftを選択し、「設定する」ボタンを押します。 GoogleまたはMicrosoftのタイルをクリックして、管理者権限で認証します。   ワークスペースに応じて、以下のいずれかの手順でアカウントを接続・認可します。 Googleの場合 Google Workspace管理者が、Google Workspace Marketplaceから「Staircase AIアプリ」という弊社のAIアプリをインストールします。 同期対象として、CSMなど顧客対応チームを含むセキュリティグループまたは組織部門を指定します。 ここで指定した組織の中に登録されている社員と取引先のやりとりがGainsightのタイムラインに自動登録されます！ ですので、普段取引先とやりとりするCSMや営業の方の組織を指定するようにしてください Gainsight CSに戻り、Google連携で Connect を実行します。 公式ドキュメント Google Workspaceでの設定の詳細はこちらをご確認ください。 （恐れ入りますが、ブラウザの翻訳機能で日本語に翻訳してください）   Microsoftの場合 IT管理者が対象チーム（customersuccess@ など）を含むセキュリティグループを作成し、Gainsight側でグローバル管理者権限を持つMicrosoftアカウントでログイン、権限を承諾した上で、作成したセキュリティグループ名を入力欄に貼り付けて接続します。 公式ドキュメント Microsoftドメインでの設定の詳細はこちらをご確認ください。 （恐れ入りますが、ブラウザの翻訳機能で日本語に翻訳してください）  接続が完了すると、対象条件を満たす直近30日分のメールが自動的に過去分としても同期されます。それ以降は新規メールが継続的に同期されますが、メールボックスに届いてからTimelineに表示されるまでは、最大2〜4時間ほどかかることがあります。   5. 運用時の注意点・制限事項設定後は、いくつかの挙動や制限を知っておくと運用がスムーズになります。他の手段との併用に注意：すでにGS Assist（プラグイン）やBCCタグ付けで先にログされたメールは、重複を避けるためAuto Email Capture側でスキップされます。一方、Auto Email Captureが先にログした場合、あとから届く同一メールのBCCタグ付けは別アクティビティとして重複記録されることがあります。Gainsightは、メールをTimelineに記録する方法を1つに統一することを推奨しています。 外部CRM連携との重複：Salesforceなど外部CRM連携でも同じメールを同期している場合、対象ユーザーが重複していると同一メールが二重に記録されることがあります。Auto Email Captureと外部CRM連携の対象ユーザーは、できるだけ重複しないようにしておきましょう。重複が発生した場合は、アクティビティのSourceフィールドで見分けて整理できます。 Group Send／JOメールの返信：Group SendやJourney Orchestrator（JO）で送信したメールへの返信は、元のアクティビティとはスレッドで紐付かず、別のアクティビティとして記録されます。 添付ファイル・書式は非対応：添付ファイルは自動記録の対象外です（必要な場合はアクティビティを編集して手動で追加します）。また、フォントの色などの書式、インライン画像、本文中のハイパーリンクは保持されず、ハイパーリンクはプレーンテキストとして表示されます。 AIによる要約・感情分析は対象外：MTGのAI Follow-Upとは異なり、自動記録されたメールアクティビティにはAIによる要約やtopic-levelのセンチメント分析は付きません。こちらをご希望の場合はStaircase AIをご検討ください。 PII（個人情報）の匿名化：デフォルトでPII Anonymizationがオンになっており、メールを取り込む際に個人情報がトークンに置き換えられます。設定はConfiguration側で調整可能です。 削除・復元：Owner、Admin、または削除権限を持つユーザーは自動記録されたメールをTimelineから削除できます。削除したものはごみ箱（Recycle Bin）から復元できますが、ごみ箱は15日で自動的に空になります。 同期状況の確認：Reportsで「Activity Sync Log」オブジェクトを使ったレポートを作成すると、Success／Failed／Skippedの各ステータスやエラー内容を確認できます。   以上で、メールの自動記録（Auto Email Capture）の対象条件・設定方法・運用時の注意点はご案内完了です。手動の記録の手間から解放されて、お客様対応そのものにもっと集中できますね！  様々なツールのデータ連携と活用 Wed, 09 Sep 2026 13:14:20 +0200 https://communities.gainsight.com/ideas/front-end-moderation-by-users-19265 Hi all, We would like to be able to allow specific users (superusers and other top users) the opportunity to assist us with content maintenance on the front end of the community (not in control). For instance a basic level: Moving topics and posts from board A to board B - for instance from the Ask a Question- to a more relevant board. Add public tags to topics - this will help with overall SEO Merge topics and posts - this is particularly helpful if we have a number of new topics started during an outage. In addition, some trusted users can help with slightly more advanced moderation: Trash topics and posts (spam) Edit posts (profanity) Add/remove question mark and Mark as Answer Lock topics - particularly helpful if the community doesn't have a lot of staff coverage during weekends/evenings, and there's a hot topic getting out of hand. At the absolute top, we'd have long term community friends help with actual content management: Mod tags Post fields internal labels These moderation options can be part of an incentive for superusers: you will be able to help with moderation. Of course community staff should be able to immediately revoke someones moderation rights in case they abuse it. What do you think? could this be useful for your own community? :) Best, Ditte Wed, 09 Sep 2026 11:42:06 +0200 https://communities.gainsight.com/ideas/timeline-pinning-should-not-require-timeline-editing-permissions-31453 Hi,This new feature is virtually unusable because it is dependent on Access Permissions Timeline Edit Activity enablement. I cannot afford to give hundreds of users access to edit ALL Timelines just so they can pin important activities. The permissions for pinning should mimic the permissions for cloning. Meaning, the toggle ON/OFF button in Timeline General Settings should control if pinning is allowed globally. Just like how it works for Cloning. These are enabled in the same place so should behave in the same way.If your intention was to allow flexibility for permission bundles, then make it its own permission.Forcing people to somehow know they need to go into Permissions for one over the other is not a good user experience.  Wed, 09 Sep 2026 09:22:04 +0200 https://communities.gainsight.com/customer-communities-cc-17/sending-custom-roles-from-cc-to-skilljar-31565 Happy Monday All, Has anyone managed to use the custom roles in CC for segmentation and Grouping in Skilljar?  Customer Communities (CC) Wed, 09 Sep 2026 03:33:57 +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, 09 Sep 2026 00:50:47 +0200 https://communities.gainsight.com/ideas/staircase-add-severity-indicator-on-chrun-risk-signal-insight-31578 Today when you get an alert for a churn risk signal from Staircase, there’s no real gradient on how serious the risk is. A small but potential risk would show up the same as a very high risk (up until the point where it becomes a churn indicator at least). It’s effectively binary.The AI Risk analyst for the account has a risk level - but this is an account level metric and not a per signal score. And, even though looking into the Risk Reasons surfaced by the “agent”, each individual one has a “Severity High/Medium/Low” that is not translated to the Churn Risk Insights.General proposal:Include a *reportable* severity number/label for each Churn Risk signal Number vs label likely isn’t terribly important, but thinking about ST>CS workflows, there is already a High/Medium/Low/Critical framework for CTAs, so following that could be a good start.It’s critical this is reportable, as the use cases aren’t purely informative to CSMs/Leaders, but operational:I may have a Risk Alerts channel but I only want to fire the highest band of alerts there. This is only possible if this is an attribute of the signal. I may want to create a CTA, Playbook, Report, or some other automation off of this data, and report by severity and/or only for certain bands. This would again only be possible if this is an attribute of the signal rather than only available in the UI. Having a threshold could even let organizations suppress the lowest grade in platform in general, though this wouldn’t always be advised. This could also open the possibility of re-surfacing a slightly older risk as increased in severity, rather than a whole new signal. New evidence, same signal? Higher severity, now it gets attention.In general, I think this would go a long way towards users - especially executives who typically are the deciding voice in signing up/renewing contracts - trust of the system. Right now, all risks are equal, so Staircase (possibly rightfully so) hedging on making a risk notification on a low grade risk looks the same as an all hands on deck issue. When those are compared side by side, the low grade risks look more like mises.cc ​@bradybluhm I have a particular example in mind, but would redact it to the point of uselessness posting here, but have provided the feedback to our account team. Wed, 09 Sep 2026 00:44:32 +0200 https://communities.gainsight.com/ideas/manual-event-for-renewal-discussion-31202 Someone correct me if we can just use “Commercial Discussion” for this, in which case we really need to change the name, but on the Executive Dashboard we have the “No Renewal Discussion” Insight enabled.However, if a CSM did have a renewal discussion but it somehow wasn’t flagged, there doesn’t seem to be an event they can add to manually get it off the list: The closest ones are Renewal or Commercial discussion, but Renewal seems like the actual outcome, and commercial discussion seems like something else - at the very least it doesn’t have the same naming.Please either update the language to make it clear how a CSM can manually flag these, or add a new option so CSMs can better curate their data to fill in gaps if they happen. Wed, 09 Sep 2026 00:28:47 +0200 https://communities.gainsight.com/ideas/could-a-ui-setting-be-added-to-allow-for-the-scaling-of-logo-image-size-in-survey-headers-12059 I was working with a customer regarding how the size of embedded images in Survey headers. He is trying to embed a small, rectangular image into the header, and the UI only provides options for image placement (left, center, right) but offers no scaling options for said image. It seems like there is a fixed size image container in the survey header that doesn’t really increase in size even if you make the survey header larger.  Main ask - Would it be possible to add a slider into the survey design UI that would allow for header images to be scaled in size?   Tue, 08 Sep 2026 23:09:18 +0200 https://communities.gainsight.com/customer-success-cs-15/a-customer-health-automation-framework-that-reduced-manual-risk-reviews-31689 I’ve been optimizing our customer health modelling inside Gainsight and wanted to share a lightweight automation framework that’s helped reduce manual risk reviews while improving predictive accuracy.Over the past quarter, I built a Customer Health Automation Framework using Gainsight’s native objects — Usage Data, Timeline, Success Plans, Scorecards, and Renewal Center — to create a dynamic, multi‑signal model. The goal wasn’t a perfect score; it was a predictive one that drives action.The 3‑Layer Gainsight Model1. Product Utilisation Signals (via Gainsight Adoption Explorer + Usage Data) Feature adoption depth Workflow completion frequency Time‑to‑value milestones These feed directly into automated scorecard measures, giving us early‑warning indicators without manual data pulls.2. Engagement Quality Indicators (via Timeline + CTAs + Success Plans) Executive alignment (logged via Timeline) Responsiveness (email + meeting activity) Participation in Success Planning We used Rules Engine to convert these into engagement scores, helping differentiate “quiet healthy” from “quiet at‑risk.”3. Commercial Predictors (via Renewal Center + Opportunity Data) Contract complexity Expansion blockers Renewal sentiment This layer ensures the model is commercially relevant. Renewal Center data feeds directly into the scorecard, improving forecasting accuracy.What changed after automating the model Manual risk reviews dropped CTAs shifted from reactive check‑ins to proactive CTAs Leadership gained clearer forecasting visibility through Renewal Center Expansion conversations became data‑timed instead of intuition‑timed Scorecard accuracy improved because signals were automated, not manually updated Curious how others are using Gainsight for health automationAre you weighting product signals more heavily, or balancing them evenly with engagement and commercial factors?Would love to compare Gainsight scorecard setups, Rules Engine logic, and automation workflows. Customer Success (CS) Tue, 08 Sep 2026 21:48:01 +0200 https://communities.gainsight.com/customer-communities-cc-17/how-to-disable-private-message-22911 Is it possible to disable private message for all end users? Or entirely? I’ve come across other posts that indicate this is possible but haven’t yet found the way to do it. Is there a setting in Control for this? Customer Communities (CC) Tue, 08 Sep 2026 19:26:06 +0200 https://communities.gainsight.com/customer-communities-cc-17/community-faq-31694 Is there a community FAQ document? We are launching our new Community platform and I am working on creating some teammate documentation. What are the most frequently asked questions by teammates and the answers to them Customer Communities (CC) Tue, 08 Sep 2026 18:45:02 +0200 https://communities.gainsight.com/ce-skilljar-by-gainsight-18/challenge-draft-your-catalog-structure-in-a-reply-31067 Here's a small challenge that’s gonna save you some time!Before you get too deep into building individual courses, it's worth stepping back and mapping out how your full catalog will be structured. What pages will exist?  How will learners navigate from one thing to the next?Your challenge: Draft your catalog structure in a reply below.It doesn't need to be polished - a rough list, or a quick diagram works perfectly. If you want to go visual, tools like Miro or Google Slides are great for mapping this out. Feel free to attach screenshots!  To get you thinking, here's an example of what a simple catalog structure might look like: A few questions to guide your thinking:How many courses, learning paths, or pages are you planning? How are you grouping content? Is it by role, by topic, by skill level? How much content do you expect to have live on day one? Drop your structure below. I’m sure you will get useful feedback from others who are thinking through the same decisions. CE & Skilljar by Gainsight Tue, 08 Sep 2026 18:00:19 +0200 https://communities.gainsight.com/customer-communities-cc-17/how-does-the-sdk-observeelement-work-31640 In the docs it says it uses a mutation observer under the hood and disconnects when the element loads. API Reference | CC Developer Portal I notice some elements re-render repeatedly shaking loose event handlers and updates previously made. Does observeElement take this into account? Also is there any way to do this for multiple elements like a querySelectorAll version of this? Thanks! Customer Communities (CC) Tue, 08 Sep 2026 17:59:03 +0200 https://communities.gainsight.com/ideas/10-min-calendar-reminder-31693 Event attendees currently receive the calendar invite but there is no reminder set like most users are used to for events.  We’d love to see a default 10 min reminder on all events so that it pop-up like any other scheduled event.  This would prevent confusion as well as prevent attendees from missing events. Tue, 08 Sep 2026 15:58:46 +0200 https://communities.gainsight.com/all-about-pulse-8/meet-our-first-wave-of-pulse-europe-2026-speakers-31691 Hey everyone! The Pulse Europe 2026 Speaker lineup is taking shape and we couldn't be more excited about who's joining us.  Pulse Europe 2026 lands in London on 19–20 October, and our first wave of speakers are bringing some amazing sessions. Meet Seán Reid, Polly Sims, ​@Shani Brenmiller, ​@Anitahg, and Keyvan Sadigh - five people doing genuinely interesting work at the intersection of CS, AI, and community.   From these sessions, you’ll learn more about:How AI is reshaping customer retention and the renewal process What responsible AI actually looks like inside CS operations Scaling community without losing the human element Building customer success that's predictive, not reactiveThere’s SO much to look forward to across the two days, October just can't come soon enough! Speaking at Pulse this year?Head over to this thread to find out how to share a sneak peek of your session with the community   All About Pulse Tue, 08 Sep 2026 15:47:10 +0200 https://communities.gainsight.com/customer-communities-cc-17/category-page-search-31614 I just would like it confirmed that we cannot change the Category Page search filtering?i.e. We cannot turn OFF the contextual filtering applied in the search request. Remove the q parameter in the url A team member has asked if we can make all search options work the same no matter where the search occurs. ​@olimarrio ​@tom.shaddock ​@Julian  Customer Communities (CC) Tue, 08 Sep 2026 12:37:00 +0200 https://communities.gainsight.com/moderating-content-33/ai-moderation-faq-29105 This article provides frequently asked questions about AI Moderation in Customer Community.Availability and Setup On which plan is the Moderation AI Agent available?​​​​​​​ Why is the Moderation AI Agent free of charge while other AI features, like AI Translations, are a paid add-on? Can the Moderation AI Agent be turned off or customized? Does the Moderation AI Agent support multiple languages? User Experience What does this look like for a community user when they post a topic or reply? Is there a noticeable delay in an acceptable or positive post appearing? How do I change the message in the notification.  Which topic types are supported? Will users be notified if their post is held for moderation? How Moderation Works How does the Moderation AI Agent perform its automations? How does the Moderation AI Agent decide when to Approve or Trash posts? How are false positives and false negatives handled? What happens to flagged or trashed content? How quickly does the Moderation AI Agent process content? Will the Moderation AI Agent operate fully autonomously, with no human review? Roles and Responsibilities What role do Community Managers play? Which user is responsible for the actions of the Moderation AI Agent? Performance and Risk How can moderation performance be tracked? Is there a risk that individuals could be negatively affected by the AI use case? Would service failure generate significant financial or reputational risk to the business? Data, Privacy, and Compliance Is user data stored or shared with third parties? Does the Moderation AI Agent retrain community data? Is the Moderation AI Agent used in sensitive contexts such as recruitment, safety, or vulnerable customer identification? Application Programming Interface (API) Changes Does the Moderation AI Agent make any changes to the API? Availability and Setup On which plan is the Moderation AI Agent available?The Moderation AI Agent is available for all Customer Community plans at no additional charge. Why is the Moderation AI Agent free of charge while other AI features, like AI Translations, are a paid add-on?The Moderation AI Agent is included at no additional cost because Gainsight considers powerful moderation a core trust and safety feature that every community needs. Can the Moderation AI Agent be turned off or customized?Yes. The Moderation AI Agent can be turned on or off as needed. It can also be fully customized to align with your community's rules or Code of Conduct. Does the Moderation AI Agent support multiple languages?Yes. The Moderation AI Agent is language-agnostic and analyzes content in any language. User Experience What does this look like for a community user when they post a topic or reply? Is there a noticeable delay in an acceptable or positive post appearing?Once posted, the Moderation AI Agent reviews the post using the Code of Conduct provided and approves it if it complies.How do I change the message in the notification. The notification is a phrase and can be changed with the following module and key:Module: Forum Key: spam_moderation.reviewbymoderator.messageWhich topic types are supported?Questions, Conversations, and Replies to each of these topic types are supported. Will users be notified if their post is held for moderation?By default, posts are moderated without user notifications. However, your community team can notify authors via the Notify Authors button in the Control. How Moderation Works How does the Moderation AI Agent perform its automations?Each piece of user-generated content is first run through OpenAI’s Moderation API to meet baseline safety standards. Content that passes is then evaluated by the Moderation AI Agent using GPT-4.1. The agent validates the post against the community’s Code of Conduct and checks for NSFW, PII, and spam violations. The outcome is scored, tagged, and classified without human intervention. How does the Moderation AI Agent decide when to Approve or Trash posts?Moderation AI Agent is designed to evaluate the content based on below scoring factors:Score range 0.0 – 0.4: Approved automatically. Score range 0.4 – 0.7: Pending review by a Community Manager. Score range 0.7 – 1.0: Trashed and reported, but available for Community Manager review. How are false positives and false negatives handled?Uncertain cases are marked as Pending for human review. PII is auto-redacted and approved. Moderators can approve and restore trashed items, review moderator tags, and confirm reporting reasons for audit purposes. What happens to flagged or trashed content?Topics and replies that are reported with a human-readable reason are trashed. Pending posts remain visible only to your community team until resolved. How quickly does the Moderation AI Agent process content?Typically, within a few seconds. Posts with URLs or images may take longer due to external fetching and analysis. Will the Moderation AI Agent operate fully autonomously, with no human review?No. The Moderation AI Agent makes one of three decisions: Approved, Removed (Trashed), or Pending. When the agent is not confident, the post is marked Pending for manual review by your community team. Roles and Responsibilities What role do Community Managers play?Content marked as Pending is held for manual review. The Moderation AI Agent provides concise summaries via moderator tags so Community Managers can make rapid, informed decisions. Which user is responsible for the actions of the Moderation AI Agent?Moderation actions are associated with the community's AI-moderator user, a default type of user present in all communities using the Moderation AI Agent. Performance and Risk How can moderation performance be tracked?Moderation actions can be tracked from the Content Moderation widget, available on the homepage. Full details are available in Content Overview as well as the Trash, Reported, and Pending queues. Is there a risk that individuals could be negatively affected by the AI use case?The Moderation AI Agent is designed as a net positive for every community. It enhances trust and safety, reduces spam, keeps conversations on topic, and ensures a safe space for all members. It also serves as an effective assistant for Community Managers, Moderators, and Admins. Would service failure generate significant financial or reputational risk to the business?If the service fails, standard manual community moderation procedures would resume until normal service is restored. Data, Privacy, and Compliance Is user data stored or shared with third parties?Content is processed transiently and sent to Gainsight’s provider, OpenAI, for analysis. Gainsight enforces a Zero Day Retention policy and does not permit training on any customer data. Personally identifiable information (PII) is redacted where possible before storing outputs. Does the Moderation AI Agent retrain community data?No. Customer data is not used to train the underlying models for Gainsight or its external providers. Is the Moderation AI Agent used in sensitive contexts such as recruitment, safety, or vulnerable customer identification?No. The Moderation AI Agent is not a sole decision-maker in high-risk scenarios. Sensitive cases use the Pending flow with human review to ensure accuracy and fairness. Application Programming Interface (API) Changes Does the Moderation AI Agent make any changes to the API?Yes, when the Moderation AI Agent is implemented for the first time, four subscriptions are added to the web-hook API. These hooks are conversation.Replied, conversation.Started, question.Asked, and question.Replied. These are used by the API to listen for changes within your site, and moderate the content when a user starts or replies to a conversation or question within your community. Moderating content Tue, 08 Sep 2026 12:36:39 +0200 https://communities.gainsight.com/お知らせ-433/9-11-金-のオフィスアワーの-お休み-のお知らせ-31690 いつもお世話になっております。今週金曜日（9/11）のオフィスアワー ですが、弊社の公休日のためお休みとさせていただきます‍♀️ 翌週の9/18（金）は、ルールエンジンの基礎勉強会となりますので、ぜひご都合よろしい方はご参加ください お知らせ Tue, 08 Sep 2026 06:17:29 +0200 https://communities.gainsight.com/デジタルcs-分科会-429/9-16-開催-第-6-回-デジタル-cs-推進分科会-開催のお知らせ-31688 皆さま、こんにちは！第 6 回のデジタル CS 分科会を開催します！テーマ：「デジタルファーストなアダプション活動の設計」第 6 回は、アダプション活動における 「デジタルファースト」 というアプローチに焦点を当てます。「まずハイタッチで対応する」という判断は、一見丁寧に見えますが、CSM のリソースには限りがあります。本来テックタッチで解決できることも人が動いていないでしょうか？今回は 「なんでもハイタッチ」からの脱却 をテーマに、基本的なデジタルジャーニーの建て付け方、アダプションリスクのシグナルに応じてデジタルで先手を打つアプローチを、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 9 月 16 日（水）16:00〜18:00 形式： ハイブリッド開催：東京ミッドタウン（六本木）とオンライン（Zoom） 対象： 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）どこまでをテックタッチで対応し、どこからハイタッチに切り替えるか？境界線の引き方 アダプションリスクのシグナルをどう定義し、どう検知しているか？ デジタルジャーニーの設計：フェーズ・セグメント別のトリガー設計の実例 Gainsight（Journey Orchestrator・CTA・スコアカード等）を活用したデジタルファーストな介入の工夫 テックタッチ施策の効果測定と改善サイクルをどう回しているか？参加登録はこちら： https://forms.gle/5xxhdc7dQ7LqhgRA7皆さまのご参加をお待ちしております！ デジタルCS 分科会 Tue, 08 Sep 2026 02:18:23 +0200 https://communities.gainsight.com/ideas/clicking-into-a-post-in-show-more-activity-loses-your-place-in-the-list-19490 A community member pointed out that if they click the “Show more activity” button on a view such as “Recent activities” (on the homepage), and then click into a specific post, when they click back they’ve lost their place in the activity list. So, ideally if you click Show more activity 3x, then click a specific post, and then go back, it should return you to the 3rd page of activities.  Mon, 07 Sep 2026 13:35:53 +0200 https://communities.gainsight.com/ideas/integration-between-cs-ce-cc-24269 Right now, the existing integrations in CE and CC will write information to Gainsight CS. When will the integrations be bi-directional, to get customer/user data to flow into CE and CC?I believe there are current workarounds but this isn’t documented anywhere When will the integrations be able to work without the workarounds? Mon, 07 Sep 2026 13:04:23 +0200 https://communities.gainsight.com/all-about-pulse-8/pulse-europe-2026-is-so-close-drop-your-session-teaser-31686 Hey everyone,London is calling! Pulse Europe 2026 is just around the corner (19–20 October) and we want to start building some excitement right here in the community. Speaking at Pulse Europe this year?:Make sure you've got a community profile set up — and if you need help finding an old one, drop us a line at community@gainsight.com and we'll sort it.   Give us a glimpse of your sessionWhat are you covering? What should people expect to walk away with? We’d love to get a teaser to what we’ll be learning & discussing in your session - this will be equally exciting to those who are attending in-person as well as those who can’t. You can do that by starting a new discussion here.Need some inspiration? Here’s how ​@darko_2 introduced their session for Pulse Europe 2025!      Planning on coming along?We'd love to know who's making the trip - and if there's a session or topic you're most looking forward to, we wanna hear it too!  Haven’t checked out the agenda yet? Browse the full agenda now  Keep an eye on your community profile — speakers and attendees will be receiving their official Pulse Europe 2026 badges soon!   See you in London All About Pulse Mon, 07 Sep 2026 12:42:38 +0200 https://communities.gainsight.com/ideas/create-topics-anonymously-21034 Anonymous posts are increasingly popular in many communities, providing a way for users to ask more sensitive questions (e.g. talk about an internal issues, a sensitive subject, or as a tough question without disclosing who they are). In B2B situations especially these are invaluable as many people may have other team members in the community.I would love to have inSided provide a method to post anonymously when creating new topics (questions and conversations). These could still be attributed to the user on the backend, but on the front-end appear as anonymous and provide a degree of anonymity.  Mon, 07 Sep 2026 12:23:21 +0200