Tuesday US Admin Office Hours (CS Platform): Oct 14, 2025 - 1pm PT / 2pm MT / 3pm CT / 4pm ET - Pre-session Thread

Hi ​@sdrostgainsightcom ,

We recently purchased Gainsight Community. Our Marketing team wants to get started on the implementation asap.

We are also in the process of building out a brand new instance of Gainsight CS from the ground up. Work is progressing in a brand new sandbox. Production instance is up but of course, nothing has been deployed to it. We’ve setup sandbox and production Gainsight CS to authenticate via SSO using OKTA.

Here is the problem: Marketing is unable to login to the Gainsight Community platform. Gainsight Support is telling them “The issue is that your user account in Okta isn’t assigned to the Gainsight application. Your Okta admin will need to add your account to the application. This change can only be made on your end.” The OKTA errors message just says “User is not assigned to this application”.

I thought Community and CS were two separate and distinct platforms, but this response from support appears to indicate there are some dependencies on the back end. Could you clarify for us please?

And one more question, a curiosity for me: where does Community source its customer accounts and contacts from? Gainsight CS, Salesforce, standalone, or other?

Hi Scott, Hope you are well. This is an odd one which I think I am just missing something on my end and thought I can run by you. So, there is a survey which has some questions not showing up even though they are present in the design section. Thanks.

Hi Scott, 

I’m still having trouble with the Vendor name populating.  It’s assigning it to some accounts but not others.  Not sure where to go to troubleshoot that issue.  Thank you for your help!

Trying to figure out how to use Who ID in Data Management and subsequently reporting to Lookup to Company Person.

Hey Scott! Would like to circle back to Embed Page authentication - we enabled the session validator checkbox as discussed last time, but we’ve learned that the session validator only works for the Ecosystems integration, instead of the application we talked through last time (Cerebro). Hoping to discuss possible workarounds.