Did some digging through the Community and didn't find an existing idea for this — posting now given the Pulse announcements, especially Agent Studio and the MCP-adjacent functionality there.
We've been live with the Gainsight MCP for about a month with our CSMs on full read-write access. While we’ve managed to avoid major incidents, there have been moments of confusion and I’m finding two major product gaps that need to be resolved:
- The first is visibility into the source of a created/update asset. Right now, we can't filter by how they were generated. If someone were to bulk-create a bunch of CTAs or logs Timeline entries on an incorrect company, I can’t proactively intervene when this is identified on our internal administration dashboard.
- As Gainsight continues to expand support objects (such as adding write access to company records), this is going to become even more critical.
- The second relates to field history tracking -- when something gets updated via MCP, there's no record of what it looked like before. If a CSM’s incorrectly created skill closes every open CTA in their book of business, I can't quickly assist by adjusting them to their former status: that history is just gone.
In an ideal world, system admins should be able to easily do the following without resorting to ad-hoc tools or going to Gainsight’s data operations team:
- Identify records that were created or modified via MCP
- See the prior field value for any record modified by the MCP (or, ideally, any record change in their instance)
- Let us configure which objects & fields support write-to functionality through the MCP, as opposed to a blanket “All users with write access can do all of the supported objects”
These new AI tools definitely have their benefits to improve end user functionality, and I get the desire to move fast. But us as admins need to have these tools to support our instance at launch, not months (or years) down the line.
