Product Updates

Instructor-led training should be engaging and interactive for learners, but that shouldn’t come with a trade-off of adding more burden for your team. This release is focused on making live training easier to manage—from how you run sessions to how you track what happened after. We’ve also shipped a few long-requested admin tools to give you more control without adding more work.Let’s take a look at what’s new in Gainsight CE: Zoom Meetings IntegrationYou can now create and sync Zoom Meetings directly in Gainsight CE—ideal for smaller, more interactive ILT sessions. This gives instructors the tools to lead live trainings that feel more personal, while attendance is tracked automatically in the background. Less admin work for your team, and a better experience for your learners.To get started, you’ll need to authorize or re-authorize Zoom. Learn more here.  Bulk Attendance TrackingYou can now track attendance in bulk across Zoom Webinars and non-Zoom sessions—all in one step. This update makes it easier to keep learner records accurate, even for large ILT sessions.  Access EnhancementsReplacing the old Profile tab is a new Access tab in the admin view. In this tab, you can now see how a learner got access to a course—whether it was self-enrolled, assigned, or purchased. If you’re using Commerce, you can also view and update individual enrollment expiration dates.  Improved Video AnalyticsWe’ve added filters and drilldowns to the video report so you can track more than just views. See who started or completed a video, how far they got, and which videos are actually being watched. You can also click through to the source file in your media library.  Mark as CompleteAdmins can now manually mark a course as complete for any learner. This helps when someone needs credit for external learning or previously completed training that isn’t reflected in the system.  Have questions or feedback on any of these new features or enhancements? Drop a comment below—we’d love to hear from you.

Understanding how your community engages, grows, and evolves shouldn’t feel like guesswork. That’s why we’re excited to announce that our Data Connectors are now widely available, giving you direct access to your community data for deeper analysis and reporting. What are Data Connectors?Data Connectors provide a direct pipeline between your community data and your Business Intelligence (BI) tools, allowing you to track engagement, analyze performance, and uncover trends with ease. Whether you’re monitoring content success, visualizing key metrics, or blending community data with company-wide analytics, these connectors make it simple to turn data into insights. What You Can Do with Data ConnectorsTrack Community Engagement & Performance – Analyze content performance and post activity, track user participation and engagement, and discover trends to get a holistic view of your community’s dynamics and understand what’s working. Build Custom Reports & Dashboards – Connect to your BI tools like Power BI, Looker, or Tableau to create reports tailored to your business needs. Visualize and share community data with interactive dashboards.  Merge Community & Company Data – Use the S3 connector to copy data into your preferred data warehouse (e.g., Snowflake), making it easy to combine community insights with your internal analytics and providing a complete picture of customer engagement and performance. How to Get StartedIt’s easy to connect your data! In Control, go to Integrations > Apps, where you’ll find four Data Connectors: Power BI, Looker, Tableau, and S3. Select your preferred tool, follow the integration steps, and start pulling in your community data to build the reports and insights that matter most to your business.For more detailed steps for your specific BI tool, check out this page. With Data Connectors, your community becomes a valuable source of business intelligence. Ready to explore the possibilities? Log in and get started today!

Gainsight Sally App Update in Slack Slack has deprecated certain API methods used for Quick Insights in Gainsight Sally and introduced a new API to ensure uninterrupted functionality.To maintain seamless functionality, Gainsight Sally has been updated to support these API changes and improve file display names for better visualization.Key Enhancements:API Migration: Gainsight Sally now uses a new API to ensure seamless functionality. Improvement: If you download a visualization, the file now retains the correct name and opens without appending a .png extension. You can now view tabular reports directly in threads without downloading them.Note:Gainsight Sally will be automatically updated. No action is needed from end users or admins. There is no functional impact on users. Quick Insights functionality will continue to work as expected. These changes are applicable from March 12, 2025.This information is also available in the Patch Release Notes.

Community is all about connection—bringing your customers, teams, and resources together in one place. But when language becomes a barrier, those connections can break down before they even begin. That’s why we’ve been hard at work making Gainsight Customer Communities truly global, ensuring every user can engage with your community in their preferred language.Over the past few months, we’ve rolled out enhancements that make it easier than ever to create and manage multilingual communities. With today’s release of the Localized Homepage, your community can now deliver a seamless, localized experience across homepages, categories, and interface elements!Let’s take a look at what’s now possible. Localized HomepageYour community homepage is the front door to engagement, and now it can adapt to each user’s preferred language. With the Localized Homepage, you can create dedicated homepages, and Knowledge Base and Community overview pages for various languages. Tailor banners, widgets, navigation, and content recommendations in the user’s selected language. This ensures a more welcoming, intuitive, and personalized experience from the moment they arrive. Community managers can configure and preview different homepage layouts for each supported language, giving full control over how content is presented to diverse audiences.  Localized Community & Knowledge Base CategoriesConversations and knowledge-sharing shouldn’t be limited by language. With Localized Community & Knowledge Base Categories, you can now create dedicated spaces in both the Community and Knowledge Base modules for different languages, ensuring that users can easily find discussions, articles, and resources in the language they’re most comfortable with.   Fully Localized Community InterfaceEvery part of the community experience should feel native. With the fully localized interface, all system-generated UI elements, including buttons, menus, and page titles, will display in the supported languages you selected. Community managers can also fine-tune translations to better match their brand’s voice and terminology. Plus, languages can now be configured behind the scenes before going live, ensuring a seamless transition for members when they join.  Remember Language Preference via CookiesNobody wants to reset their language preference every time they visit your community. Now, when members select a language, their preference is saved via cookies—so whether they log out, close their browser, or return later, they’ll automatically land in the right experience without needing to switch manually.   What’s Coming Next?We’re not stopping here! We’re working on even more multi-language enhancements, including:AI-Powered Translations – One-click on-demand translations for topics, replies, and threads. Language-Specific Search Filters – Allow users to filter search results by language for better content discoverability. Language as a User Property – Users will soon be able to set their preferred language in their profile, ensuring a consistent experience across sessions. Localized System Emails – Ensure all automated notifications and system messages are delivered in a user’s preferred language.We’re committed to making your community more accessible, global, and engaging. With these multi-language enhancements, we’re breaking down barriers and empowering users to participate fully in the language they’re most comfortable with.Are there other areas of Customer Communities where you’d like to see multi-language support? We’d love to hear your thoughts! Drop your feedback in this thread or reach out to us with any questions.

Known Issue Tracker FAQs Please find a list of the frequently asked questions below. We will continue to add to this as questions arise.  What is the Known Issue Tracker (KIT)? The Known Issue Tracker (KIT) is a public-facing Jira project that lists product bugs and issues. It is designed to provide transparency to Gainsight customers regarding known issues and their statuses. KIT also saves time and effort for customers by giving them a central place to check if an issue they encounter is already recognized, thereby also negating the need to raise a support ticket. Which issues are posted on the KIT?Issues that are impacting critical/major functionality and/or affecting multiple customers are listed on KIT. Any issue/bug that is reported goes through an internal process of checks and approvals from Product & Engineering before it can be posted on KIT. How quickly do issues appear on the KIT after they are identified?Once a bug/issue is confirmed by Gainsight Support or Engineering, the PM and EM for the affected product area are tagged in the internal Jira ticket. They typically review and provide their approvals within one business day. After both approvals are in place, Support creates a public-facing ticket in the KIT. What details will I find in a KIT ticket?A typical KIT ticket includes: Title (Summary): A short description of the issue Issue Details (Description): A concise explanation Root Cause: If available, a short explanation of the underlying reason for the bug. Workaround: If available, instructions to mitigate the issue until a fix is released. Replication: Replication steps if available are provided Product Name/Component Affected: The Gainsight product/module impacted. Will customer data or any personal information appear in KIT?No, the Security Team has guidelines to avoid sharing any sensitive or personally identifiable information (PII) on KIT. This includes names, email addresses, phone numbers, or any other confidential data. Tickets are text-based only for now, and no sensitive data is displayed.Are screenshots or attachments included in KIT tickets?In general, no screenshots are included to avoid inadvertently exposing customer data. If a screenshot is ever necessary, it is carefully reviewed by Support Managers to ensure it does not contain sensitive information. Text-based descriptions are the default.Why do some bugs or escalations not appear on KIT?Not all bugs/escalations are made public.  A bug/issue may be disapproved by the PM or EM for various reasons such as, privacy concerns, security concerns etc. A bug/issue might not meet our internal checks for posting on KIT.  Those bugs/issues remain managed via the internal Jira process. Does Gainsight provide an ETA (Estimated Time of Arrival) for fixes?We currently don’t provide ETA’s for bugs/issues listed on KIT. We are looking into the possibility of providing ETA’s in future versions of the KIT.Can I contribute or edit tickets on KIT?No, external viewers can only view KIT tickets. They cannot edit or modify any content. This approach ensures the integrity of publicly listed items.Where can I find the Known Issue Tracker?The public-facing KIT board is available at a dedicated Jira project link that Gainsight provides (e.g., “Known Issues Tracker” project). You can bookmark that link to stay updated on known issues, statuses, and any available workarounds. You can also find it linked on support.gainsight.com under the “Support” dropdown as well as on the right hand side of the GameChanger Community homepage. What if a bug I reported is not on the KIT, but still affects me?It may be pending review or it might have been disapproved for public posting. You can contact Gainsight Support to confirm the status. If it’s not approved for the KIT, the standard bug-fix process still applies, and you’ll receive updates through our regular support channels.

Customer-facing teams are dealing with bigger portfolios, tighter budgets, and rising expectations—all without extra hands to help (or at least not enough of them). The challenge isn’t just keeping up, it’s staying ahead.But despite the pressing need, the data these teams need to actually stay ahead isn’t always easy to get to.For frontline CSMs who use Gainsight daily, data is always at their fingertips. But for cross-functional teams and executives, and even some CS team members who don’t log in regularly, getting the right information can require extra steps that slows them down and creates inefficiencies in their workflows.That’s where Gainsight’s AI Agent for Slack comes in.Now, key customer insights, data, and best practices are right in Slack. No more switching tabs, waiting on reports, or chasing down updates. Just quick answers, shared insights, and the ability to take action.What You Can Do with Gainsight’s AI Agent for Slack:Instant access to customer data: Ask about ARR, renewals, risks, adoption trends, and more.  Keep teams aligned: Share updates directly in Slack channels so customer-facing teams can stay on the same page. Stay ahead of risks and opportunities: Identify potential churn or expansion opportunities early, so you can act before it’s too late. Effortless follow-ups: Quickly draft emails, meeting recaps, and content for EBRs. On-demand best practices: Instantly get strategies for onboarding, renewals, and customer growth, plus quick answers on Gainsight functionality.Whether it’s a CSM preparing for a renewal, a Sales rep checking account details, a Product team member reviewing top feature requests, or an executive looking at customer health, Gainsight’s AI Agent makes data available to everyone who needs it—right when they need it.By eliminating unnecessary steps, making data more accessible, and reducing time spent searching, our AI agent helps teams move faster, stay aligned, and focus on what really matters: building relationships with customers and driving better outcomes.Because at the end of the day, AI isn’t about replacing customer-facing teams; it’s about empowering them, which is exactly what our Slack app is designed to do.  We're thrilled to launch our Slack app in the AI Agents and Assistants marketplace. While our app is live in the Slack Marketplace, we've only enabled this feature in Gainsight CS for Early Access customers at this time. If you're interested in using Gainsight's new AI agent in Slack, join the waitlist here. We'll provide more updates soon on general access to this feature. 

Gainsight Assist for Outlook – Authentication Update Microsoft is retiring legacy tokens used for Outlook add-ins authentication and transitioning to Nested App Authentication. This change impacts all applications using legacy tokens, including Gainsight Assist for Outlook.Impact on Gainsight AssistTo align with this transition, the Gainsight Assist for Outlook plugin is adopting the new authentication framework. This change will be effective from February 28 March 03, 2025.Recommended Action for Microsoft 365 (M365) Admins after February 28 March 03, 2025 ReleaseThe M365 admin must take specific steps to support the Gainsight admin in maintaining the Gainsight Assist plugin, as the Gainsight admin lacks the necessary permissions.To simplify the authorization process, the M365 admin should use the Admin Consent Flow. This will automate scope authorization across all users in the tenant, preventing the need for individual users to manually reach out to the M365 admin for approval.Use this link to initiate the Admin Consent flow..For more details on this transition, refer to the FAQ document.This information is also available in the Patch Release Notes.

Introducing the Gainsight Known Issues Tracker (KIT)Your feedback has been invaluable in driving improvements to both our products and your overall experience, and as a result, we’re happy to introduce the Gainsight Known Issues Tracker (KIT).What is KIT?KIT is a centralized, public repository where you can view all Known Issues and bugs across Gainsight products. It's available 24/7, so you can easily check the status of an issue you're facing.Centralized Information: Find all known issues in a single location accessible through the following channels:  Gainsight Support Page: Click the "Support" dropdown in the upper-right corner. Gainsight Status Page: Refer to the link at the top of the page. Community Homepage: Refer to the link on the right-hand sidebar.  Direct Link: Bookmark the page for quick access.  Active Resolution: Every issue in the KIT is being actively addressed by our Engineering team. Transparency: KIT will be regularly updated with the latest information.How to Use KITCheck for Known Issues: If you encounter a bug or issue, first begin by checking the KIT to see if it’s already listed - saving you the time of creating a Support ticket and providing immediate insights into known issues. Monitor Progress: If the issue is listed, simply monitor its progress on the KIT— no need to raise a support ticket for further updates. Need Further Assistance? If you don’t see your issue listed in the KIT, please do not hesitate to raise a support ticket and our team will happily assist you. What’s Coming Next?ETAs: While we don’t currently provide ETAs for resolutions, we plan to revisit this in the future.  Notifications: We’re working on a feature that will allow you to “watch” specific issues and receive alerts when they are resolved.We hope the Known Issues Tracker (KIT) makes it easier for you to stay informed about the issues that matter to you. Thank you for your continued support!

Great communities are dynamic spaces where conversations thrive, ideas flow, and solutions come together. Our latest release includes new features and enhancements that are designed to strengthen how your community connects and discovers content making it easier for you to cultivate this dynamic space.Let’s take a closer look at each feature & enhancement:Notification CenterNever miss a beat with the new Notification Center, designed to keep your community members informed in real-time. Accessible directly from the navigation bar, users will receive updates on replies, mentions, and new activity. This enhancement helps drive engagement by keeping users actively participating in discussions and responding to important conversations, improving the overall community experience.Hierarchy in Product AreasOrganizing content across multiple products just got easier. With the new 2-level hierarchy for product areas, community managers can categorize Ideas and Product Updates under both products and their associated features. This structure simplifies navigation for your users, allowing them to filter and find relevant content faster. To make idea submissions even smarter, you can now require users to tag ideas with a product area, ensuring every submission is properly categorized—saving you valuable time and keeping your community organized.User Interface RefreshWe’ve given your community a sleek, modern refresh to make navigating and engaging even easier. The refresh includes:Read/Unread Visual Indicators: Unread topics and replies now stand out in bold, helping users focus on new content. Build Bar UI Updates: A modern design has been introduced for a consistent, professional feel across the platform. Simplified Customization: The “Customize” button is now renamed to “Edit Layout,” making the entry point to customization mode clearer. ​​​​​​Smarter Spam PreventionProtect your community’s integrity with smarter, more robust spam prevention tools. We’ve improved our integration with Akismet to include:Contextual Intelligence: Tags from parent topics are now sent to Akismet, ensuring replies align with the context (e.g., cooking tags vs. unrelated spam topics like software). Accurate User Agent Identification: Submissions now include the actual user’s browser information instead of internal system data for better spam classification. Enhanced Detection with Post Titles: Titles are now included in Akismet submissions, providing a more complete context for spam evaluation. Privacy-Compliant Spam Reporting: IP addresses and email data for manually marked spam are now hashed, improving data privacy and detection accuracy. Zero Reply Filter in the Dynamic Content WidgetHelp ensure no question goes unanswered with the new Zero Reply filter in the Dynamic Content Widget. This enhancement makes it simple for community managers and moderators to identify unanswered posts and prioritize follow-ups. By addressing unanswered questions faster, you’ll drive engagement, improve user satisfaction, and foster stronger community participation.Related Ideas Closed: Undo ‘Best Answer’ Solution in the Front EndWe all make mistakes, and now you can fix them instantly. With this enhancement, community managers and moderators can undo a “Best Answer” designation directly from the front end. Whether it’s correcting an accidental click or updating a solution, this feature gives you the flexibility to maintain accurate and helpful responses for your community.Related Idea Closed: We hope these updates make managing and engaging in your community simpler and more effective. Have feedback or questions? Let us know in the comments below!

A new year brings new possibilities—and with this January release, we’re making Gainsight CS work even harder for you, so you can work smarter for your customers.Here’s what’s new: Smarter Health Scores with AI Scorecards (Now GA!) Health scoring can be a delicate balancing act—finding the right metrics, weighting them just so, and making sure they reflect reality. Now, with AI doing the heavy lifting, creating and refining scorecards is faster, easier, and more accurate than ever:Build brand-new scorecards in minutes using smart, data-driven recommendations. Fine-tune existing scorecards with insights that show what’s working—and what’s not.The result? Health scores that don’t just look good on paper but actually reflect what’s happening with your customers. Access to Staircase AI in Gainsight CS Staircase AI is all about surfacing the moments and trends that matter most in your customer relationships. With this new integration, those powerful insights are now seamlessly embedded into Gainsight CS, so you can take action without skipping a beat:See Staircase’s AI analysis of customer sentiment and trends in the C360 and P360. Use AI-driven reports and dashboards to spot risks or uncover opportunities. Bring Staircase’s customer communication analysis (covering channels like email, tickets, chat, and more) into your broader data story.What does that mean for you? A clearer, more complete view of your customers that helps you act faster and with greater confidence. New to Staircase AI? Here’s the deal: Staircase AI uncovers real-time insights into customer sentiment, health, and relationships—insights you can seamlessly connect to Gainsight CS to activate workflows, CTAs, and automated journeys. Dive into our latest guide—An Executive’s Guide to Preventing Churn—to explore how our CEO, Nick Mehta, uses Staircase AI to eliminate surprises, strengthen customer connections, and drive meaningful outcomes.  Fix Timeline Entries Without the Friction (Reparenting) Accurate data matters, but mistakes happen. That’s why we’ve made it simple for CSMs to reassign timeline activities to the correct Company/Relationship without deleting or recreating entries. Small Enhancements, Big ImpactEmail Metrics You Can Trust: Tired of wondering if your email metrics are telling the real story? We’ve enhanced bot detection in Journey Orchestrator to filter out clicks and opens caused by automation. Consistent Email Domains: Admins can set approved “From” and “Reply-To” domains for emails sent through Cockpit, P360, and Timeline. That means professional, consistent emails that build trust, avoid spam folders, and ensure your communication always hits the right tone. Mandatory Cross-Org Connector Mapping: To help you avoid migration failures due to missing or unmapped connectors, you’re now required to set a target organization before starting the migration. This means smoother transitions, fewer hiccups, and more time to focus on what matters.Want the full scoop? Check out the full release notes.

Staircase recently joined the Gainsight ecosystem, and we’ve been busy with a number of enhancements in the last few months that make our customers lives easier, and our insights more powerful. Check out our newest updates below!  📝 Custom Report BuilderUnderstanding your customer and team data is no longer confined to out-of-the-box standard reports. Just click ‘create new report’ from the Reports section, select your columns and filter to the accounts you wish to assess - then save it, share it, and use it!  🤖 AI Tasks (Beta)We all get a lot of email - and to better manage your asks and open tasks, Staircase’s new AI tasks will detect possible action items on your communications and surface them as task reminders under the notification bell in the upper right hand corner of Staircase. Choose which tasks to keep and complete, or mark is not relevant. 🤖 Ask Me Anything AI (AMA) (beta)Introducing Staircase AI Ask Me Anything - An account-level beta feature allowing users to query anything on their mind about the account (such as: did we talk to the customer about feature xyz? What was the last issue the client surfaced? And did we resolve it?). In this first phase, the AMA feature looks to your account specific communications to answer these questions (so the answer must be contained in those conversations to accurately generate, i.e. not CRM data, etc.). Reach out to your Staircase AI CS pro today to enable this beta feature for early access. Your feedback will be welcome!  💸 Multi-Currency SupportStaircase AI now supports adjusting the default organization's currency if it is different from USD. In addition, accounts can have their own currency that may differ from the organization’s default currency (i.e. global companies with contracts in different currencies).When Staircase AI is integrated with Salesforce (SFDC), Staircase AI will automatically pull in an account’s currency as well as the exchange rate. If connected with another CRM like Gainsight, HubSpot, or Pipedrive, you’ll be able to set the exchange rates in Staircase AI Settings > Configurations > Currency. Note: All revenue aggregations support summing to the organization’s default currency based on the exchange rates.  🚀 Push Call Summaries To Gainsight Timeline AutomaticallyGood news for those of you using Gainsight at your CRM connector for Staircase AI. You can now automatically push Staircase AI call summaries to the Gainsight customer timeline to capture what happened on the call, issues discussed, action items owed, and what topics + customer sentiment came up. Now you can put that pen and paper down and be more present for your clients without worrying you will miss something important. When this feature is enabled, any recorded call will be pushed to Gainsight CS as a meeting activity type on the timeline, complete with Staircase summary and participants. To enable the feature just check the box in the Gainsight card.Note: All Staircase supported video call providers are supported with this feature (Zoom, Gong, Clari, Teams, Meet and Chorus)  Additional Enhancements: Okta: Staircase AI approved for Okta SCIM integration user provisioning! Learn more here and here Send AI Account, Churn, Meeting, and Renewal Summaries to Slack as notifications (Note: can be sent as often as daily) More robust filtering options available throughout the platform (advanced filters) Ability to bulk invite users (comma separated list) Additional customization options for custom lifecycle events to: disable them entirely, disable them for specific communication channels (i.e. exclude support), and add key terms and phrases to automatically exclude event classifications from specific threads/topics.

Streamlined User Access Control with Lookup Attributes in Advice RulesUnlock Advanced Permission Configuration with Lookup Attributes Efficient data access management is pivotal for organizations looking to maintain precision in user permissions. Gainsight's latest patch release introduces an exciting enhancement to Advice Rules within User Management, empowering admins with greater flexibility and control. Previously, Advice Rules allowed admins to configure conditions for data access based solely on non-inherited attributes—fields without lookup capabilities. With this release, admins can now include permission attributes inherited from objects with lookup capabilities to define conditional read or write access. This update transforms how permissions are tailored, ensuring they align more closely with both user requirements and organizational policies. What’s New?The Field dropdown menu in the Get access to the records where section of Advice Rules has been expanded to display all permission attributes, including lookup fields. This enhancement allows admins to:Utilize lookup attributes, which enable permission configurations based on relationships or associated objects. Create more granular, precise rules for controlling user access to data.Example Scenarios:Grant access to activity records only for users where the GS Relationship ID is not null. Restrict data views to ensure compliance with security and operational requirements.Key DetailsFor lookup attributes, only NULL and IS NOT NULL operators are currently supported. Non-lookup fields retain the full range of operator options, offering admins flexibility in crafting rules for inherited and non-inherited fields alike.Benefits for AdminsStreamlined Configuration: Simplify complex access scenarios by leveraging inherited lookup attributes directly in Advice Rules. Policy Alignment: Ensure permissions map accurately to organizational data governance policies. Enhanced Usability: Admins save time by managing permissions through a single, comprehensive interface.For more information, please refer to the Patch Release Notes.

A thriving community is more than just a collection of users—it’s a space where people connect, share, and grow together. The best communities are accessible to everyone, no matter their language, the products they use, or how they engage. That’s why we’re excited to introduce two powerful enhancements to make your community easier to navigate, more inclusive, and ready to scale.These updates are designed to help you organize content effortlessly and provide a tailored experience for every member of your global audience. Let’s explore how these new features can deepen connections and unlock the true potential of your community. Increased Hierarchy in Community CategoriesAs both your company and community grow, keeping content organized becomes essential. Over the last few months, we’ve increased the hierarchy in modules like the Knowledge Base and we are continuing that work across the entire platform. We’re excited to roll out the three-level hierarchy capability to the Community module, giving you the tools to structure community content more effectively. Using the new nested sections and categories, you can organize discussions, tips, FAQs, etc. in a way that makes the most sense for your business, making it easier for users to search, find, and subscribe to the topics that matter most.Localized Community & Knowledge Base CategoriesA perfect use case for the increased hierarchy is creating localized categories. Configure language-specific categories in both the Community and Knowledge Base modules where you can publish articles, topics, conversations, and questions to engage users in a specific language. Pair that with the localized interface and you’ve just built a dedicated space where users can easily navigate and use the community in their preferred language. Let us know how you plan on using these enhancements to level up your community. We’re here to help! Stay tuned for even more hierarchy and localization enhancements coming soon!

Customer communities are more important than ever, but keeping up with every conversation can be tough, and knowing when to jump in with that crucial human touch can be even harder. Let AI sort through the mess so you can quickly get up to speed, prioritize tasks, and take action where it matters most— without missing a beat.Our new AI-powered tools—AI Recap, AI Summary, and Write with AI—are purpose-built for community managers and we’re excited to announce that they are officially here and ready to transform your daily routines. Here’s a quick look at how you can use each of these features: AI RecapStart your day with a quick summary of the latest activity in your community. AI Recap gives you a themed digest of recent unread conversations, highlighting what’s new and where your immediate attention is needed. Say goodbye to sifting through endless notifications—AI Recap lets you start each day focused and ready.AI SummaryDive deeper with AI Summary to capture the essence of any topic or thread. Hover over a topic in the Content Overview widget and click “Summarize” to view a concise, actionable overview with suggested next steps. This tool makes it easy to assess discussions quickly and prioritize actions across your community.Write with AICreate community content faster than ever! With Write with AI, you can instantly draft community conversations, articles, product updates, and even email campaigns using prompts tailored to your needs. Fine-tune the tone, goal, and length, then edit as needed. From onboarding emails to Knowledge Base articles, let AI handle the heavy lifting while you polish the final product.With so much AI innovation happening everywhere, it can be overwhelming to understand how to incorporate AI into your workflows effectively. That’s exactly why we wanted to build AI tools that seamlessly fit into your day-to-day. We can’t wait to see how you use these new features. Got feedback or creative ways you’re using AI in your community? Let us know below!

New quarter, new features! This time around, we’re rolling out two features tailor-made to take your learning programs to the next level: Commerce and AI-generated video captions. Let’s dive into the updates and what they mean for you (and your bottom line). Unlock New Revenue Streams with Commerce Your academy does more than just “teach” your customers about your product; it empowers them with the knowledge and support they need to maximize its value. But what if you could generate revenue for your organization and make your academy a bigger win-win for you and your customers?You can with our Commerce in Gainsight CE*: Create New Revenue Streams: Transform your training content, certifications, and workshops into premium offerings that generate real business value. Boost Engagement: Drive deeper engagement by offering exclusive learning experiences that incentivize learners to complete more courses. Provide Flexibility: Offer a variety of purchasing options that let learners choose what suits them best, whether it’s single courses or bundles. Support Business Growth: Show your leadership team how customer education can be more than just a support function—it can be a strategic contributor to your company’s success.This update isn’t just about adding dollar signs to your courses—it’s about turning your program into a sustainable, self-sufficient engine that makes your CFO smile.   *Theme v3 is required for Commerce. If you need assistance upgrading, please contact your CSM or our Support team. Let AI Handle Your Video Captions Who’s got time to manually transcribe videos? Spoiler alert: No one. With AI-powered captions, you can automatically generate captions for all your courses to make your content more accessible and engaging—no extra effort required. It’s not just about engagement and time-savings, either—you can also skip the extra cost of transcription services or third-party tools, giving you more time to focus on what really matters: your customers. To learn more about Gainsight Customer Education features and best practices, visit the Share Industry Knowledge and Discuss Product Features forums.

We want to inform you of a recent change to one of the release dates for the upcoming October Release. While the release date for the US1 Data Center remains unchanged, there has been an adjustment for the EU and US2 Data Centers.US1 Data Center: The release will proceed as scheduled on Saturday, October 26th.  EU and US2 Data Centers: The new release date is Saturday, November 2nd (originally scheduled for October 19th). Please note the following regarding the S3 Enhancements scheduled for release:Restricting S3 Key Access will still be available on October 19th for EU and November 2nd for US2. Notification for S3 Key Rotation will be available on November 2nd for EU/US2 (along with all other features scheduled for release).We appreciate your understanding. If you have any questions, feel free to reach out in the comments below. Thank you! 

Hello Community, We are committed to keeping you informed about Post-Release changes that may affect your planning and work. Going forward, we will share updates through two channels: Product Updates section in Community A solution we are currently working on to provide information on Known Issues with widespread impact. We will share more details regarding this as it becomes available.By centralizing post-release communications, we aim to make it easier for you to stay informed about any changes or new developments after a release. Updates shared here will cover any changes from what was originally communicated in the Release Notes, such as feature delays. These changes will also be updated in Release Notes which we will link here (as seen below).Two key updates from the August 24th release we would like to highlight are: Gainsight Assist Plugin - Add Activity Type in Chrome and Outlook Plugins      This enhancement can be disabled or reverted to the previous version by contacting the Gainsight Support team. Auto-Refresh for AI Cheat SheetThe auto-refresh feature for Cheat Sheet, originally scheduled to be available for all customers by September 12th, will now roll-out to customers in phases from September 30th through October 31st. We encourage you to regularly check the Product Updates section to ensure you're always informed about the latest product developments.Thank you for your understanding and engagement with the Gainsight Community!

As outlined in our July and August Release Notes, we’ve recently upgraded the backend infrastructure for our Connectors. Our current vendor, which supports our integrations, will be ceasing operations. By transitioning these services in-house, we’ll be able to improve load times, boost overall efficiency, and accelerate the implementation of new enhancements.To ensure uninterrupted service, jobs must be recreated on the V2 Connector for all Connectors listed below. This step is essential in avoiding job or data sync failures after the deadline on November 30th. Zuora Intercom Pipedrive ZohoAs connectors were upgraded for our Gainsight framework, we ensured compatibility with the latest supported API versions from these applications. In some instances, changes in the updated APIs required adjustments to the fields available in the Connector. As a result, some fields were deprecated or removed. You can review the full list of fields that have been removed for each Connector here.To make the process as seamless as possible, a Customer Success Solutions Consultant (CSSC) or a Customer Success Architect (CSA) will be handling the recreation of jobs on your behalf if you have jobs built on one of the Connectors listed above. Please expect to hear from them in the coming weeks. Additionally, if you utilize any of the following Connectors below, you must take action to simply reauthorize or edit the connection by the November 30th deadline to avoid any failures from occurring. Zendesk (Reauthorize) If you intend to use the Widget in Zendesk, please unlink, re-auth, then relink. JIRA (Reauthorize) ServiceNow (Reauthorize) Google Big Query (Reauthorize)  If Custom authentication is selected, Admins need to click “Edit Connection” and “Save”. If a new Service account is selected, please recreate the Service Private key. FreshDesk (Edit and Save) Important: It is crucial that you reauthorize the upgraded connectors with Admin-level permissions in the respective systems to ensure the jobs are successful post-upgrade. For additional details, please refer to Release Notes referenced above. If you have any questions or concerns, feel free to  thread them below. We are here to support you and ensure a smooth transition.

September brings a bag of mixed emotions. The end of summer is always sad, but it also means the whole world is “getting back into the groove” - and let’s admit it, that means getting back into a more structured and organized routine. That feeling is very relevant for this Gainsight Customer Communities release round-up!We’ve been busy pumping out impactful enhancements all focused on creating a great community management experience. Each of these release items will help you better structure your community, and organize and stay on top of your community content.Let’s get into the good stuff! Parent/Container Categories Renamed to SectionsTo simplify navigation, we’ve renamed Parent/Container Categories to Sections and Child/Content Categories to Categories. Sections are used to hold and structure categories. And Categories are used to hold content. This change modernizes the terminology and makes it crystal clear how your content is organized in your community.Need help structuring your Sections and Categories? Check out this article.  Create Events in Hidden GroupsYou can now create events in hidden groups, aligning the functionality with private groups. This enhancement was based on your feedback and ensures a consistent experience across all group types.Read more on how to publish events in hidden or private groups here.   Improved Events APIOur Events API has received a significant upgrade! We’ve transitioned into a dedicated Events API, which allows you to do (nearly) everything you can do from our UI, through the API. All with backward compatibility, of course, so no work is needed on your end if you’ve already got existing integrations through the API for Events. Check out our new Events API documentation here.This improvement will help you better integrate Events into your stack, reduce manual work in keeping two systems up-to-date, and allow you to better report on events in third-party platforms.We’d love to hear from you how you’re going to leverage our new Events API. Let us know in the comments! Image Alt Text in WidgetsWe’ve enhanced accessibility and SEO across your community by adding alt text in both the Banner Widget and Quick Links Widget. Now, you can add descriptive alt text in these widgets, ensuring that your content is more accessible to users who rely on screen readers and improving the visibility of your community in search engine results.  Improved Email NotificationsWe’ve introduced a new option in the notification settings that lets you choose to receive an email for every reply to a topic. Previously, only one reply notification was sent until you viewed the topic again, which caused some replies to go unnoticed. With this update, you and your users can stay on top of all discussions. Head to your profile to choose your notification preferences today!  We hope these improvements will make your day-to-day activities a little bit easier. As always, if you have any questions, comments, or suggestions, drop them below!

Hey everyone, can you believe it’s only been days since our July CS release rolled out? I know, right? It feels like just yesterday, but here we are, already soaking up the awesomeness of those new updates—and guess what? There’s even more excitement on the horizon (get it?) with our next batch of updates coming your way on August 24th!I had a total blast yesterday hosting a webinar where we dove into some of the new features. It was fantastic to explore how both users and admins can really make the most of these enhancements. Oh, did you miss the live session? No worries—you can catch the full recording below 👇Be on the lookout for the upcoming Crank Up Technicalities webinar. It's all about diving deep into the technical details, and it's hosted by none other than our very own Gainster Customer Success Consultants and Product Managers. Keep an eye on your inbox and our Community posts for an invite to this can’t-miss event in September!We received a ton of insightful questions during the webinar. While we couldn’t tackle all of them live in the Q&A, we've compiled a list of these queries with their answers so that everyone can benefit. Make sure to check it out below! And for the detail-lovers among you, our Release Notes are pure gold. They dive even deeper, so definitely give them a look for the full scoop.Webinar Q&A Gainsight AIQ: When will AI Follow Up support Zoom?A: AI Follow Up for Zoom is currently in Closed Beta, targeted for release in Q3.Please note: Timelines may be subject to change.Q: How soon can we expect to see the Teams integration with AI Follow Up?A: AI Follow Up for Microsoft Teams is currently targeted for the second half of this fiscal year (ends February 2025).Please note: Timelines may be subject to change.Q: Will Sally be replaced with Copilot?A: Sally will be replaced with Copilot in the second half of this fiscal year (ends February 2025).Q: Any plans to have AI features work in full Sandbox environments?A: There are no plans currently. We will revisit this topic soon.Q: Is AI scorecard available for both Company & Relationship Scorecards?A: Currently, it is available only for Company.Q: Can we use AI Scorecards in Sandbox?A: Yes, the AI Scorecard feature can be enabled for Sandbox. However, data requirements specified in the AI Scorecard (formerly known as Scorecard Optimizer) must be met for successful implementation in the tenant.360 in SidebarQ: Can we customize the summary page on the sidebar 360?A: End users have access to the same widgets as in C360 and R360 and can customize the Summary section by adding or removing widgets as needed.Gainsight HomeQ: Is there a cutoff date for all to auto turn on GS Home?A: The old UI will be deprecated with the January release.CockpitQ: Can you pull linked Object fields into the Cockpit custom views with the new Cockpit Admin redesign?A: Unfortunately, this is not possible.Success PlansQ: Can Admins create custom Success Plan views similar to Admin-designed Cockpit views?A: Unfortunately, this is not possible.Q: Can you show how Success Plans and Customer Goals will work together?A: Please check out this video.Inline EditingQ: Can existing reports be updated for inline editing?A: Yes, but the Reporting Admin must configure each report individually to determine which fields should be inline editable based on their use in consumption areas.Rules TemplatesQ: In the “User Login History” object, does it indicate if a user is being impersonated by an admin?A: Yes, the Login Type field will be noted as "Login as User" in such cases.Renewal Center & CSQLQ: What about connector opportunity sync for Renewal Center and CSQL, it would use the same job, right?A: Yes, that is correct.ConnectorsQ: What's the timeline for the Teams & Outlook connectors?A: Teams is targeted for the second half of this fiscal year. Outlook is TBD.Please note: Timelines may be subject to change.Journey OrchestratorQ: Any planned updates to the JO Dynamic Program functionality this year?A: Post-Publish Program Edits are scheduled for this fiscal year, allowing admins to modify program configurations and sources even after the program has been made active, including editing query sources and altering the program flow by adding or deleting steps.

Your community should be like a Swiss Army knife—an indispensable tool known for its versatility and adaptability. It can be used to educate and train your users to successfully leverage your product, drive awareness and engagement with peers and your brand to fuel business growth, and offer unparalleled access between you and your customers to inform customer-backed decisions. However, just because a community can serve many purposes doesn't mean it has to be complicated to manage. Our latest release items are designed to streamline these multifaceted capabilities, eliminating tedious busywork and making it easier to manage your online community effectively. Here’s what’s new in Gainsight Customer Communities: [Open Beta] Community AI FeaturesWould it be a product update in 2024 without a few AI features?! We’re excited to announce that THREE community AI features are now in open beta and available for everyone to opt-in and take for a spin!Write with AICreating community content has never been easier! Use Write with AI to quickly draft community conversations, questions, knowledge content, product updates, and email copy. With just a few prompts, you can generate first drafts tailored to your goals, tone, and length preferences. Easily edit the generated content to match your style, add links, or include rich media like images and videos. Kick writer's block to the curb and keep your community content fresh and engaging! AI RecapStart each day with AI Recap to triage what needs your immediate attention and prioritize your daily tasks. Access this “ICYMI summary” of community content in the all-new Control Home. The AI Recap widget gives you a digestible summary of the most recent unread topics, categorized by theme, so you can get a quick low-down of what happened while you were away.AI SummaryCapture the essence of longer community topics and threads with AI-generated summaries. Our new AI Summary feature offers a quick and actionable overview of discussions, helping you stay informed and take immediate action. Simply hover over an unread topic or thread in the Content Overview widget in Control Home and click to generate a summary. Gainsight AI will provide a concise recap along with potential next steps. Access the full topic or thread directly from the summary to dive deeper when needed.How to EnableWe’ve added a dedicated AI page to the Settings section in Control, which will help you customize your AI features. From this page, you can enable and disable our AI features. We also encourage you to input your company title and community description to help tailor the AI output. You can include additional information like your audience, products, and community goals to help refine the results. Additional Hierarchy in Knowledge Base Transform how your community members find and access knowledge content with the expanded 3-level category structure in the Knowledge Base. Categorize, organize, and manage your content to fit your multi-product business needs. Easily restructure your Knowledge Base with drag-and-drop functionality, pin topics to the top, and reset the custom order to improve the navigation, and make content discovery easier.  To customize your Knowledge Base hierarchy, navigate to the Knowledge Base settings, adjust the category structure, and reset article order with one click. For more details, check out this article. Subscribe to EventsEnsure your customers never miss an upcoming event with the new subscribe button in Events. This enhancement boosts event visibility and drives event engagement directly within your community. By alerting subscribers of newly added events, it encourages registration and attendance, helping you maximize event participation and impact.For more information and steps about how to set up subscriptions for events, check out this article. Enhanced Mega Menu & Branding ConfigurationsWe’ve added new functionality to the mega menu widget enabling you to easily customize navigation elements to match your brand’s look and feel. Now, you can set different color attributes for a cohesive, branded look, choose navigation bar width for better visual alignment, and upload logos or custom images to the navigation menu. Additionally, we added new branding configuration options within the Theme tab. Easily upload logos and favicons, configure primary and secondary brand colors, and customize link-sharing details to ensure a consistent and visually appealing community experience. These enhancements give you greater control over your community's appearance and functionality, aligning it seamlessly with your brand identity. For more details, check out these articles: Configure Mega Menu Widget in Destination Configure Branding Elements in Destination A big thank you to all our beta testers for testing many of these new features and providing us with invaluable feedback. Interested in joining future betas? Join our Product Discovery Group for early access. Which feature are you most excited about—and what would you like to see next? Let us know in the comments.

We’re exited to unveil our July 2024 CS release: Human-First AI enhancements & UX improvements for an easier, more powerful Gainsight experience! So, what’s new? Enhancements to AI Follow Up for Gong.io and AI Cheat Sheet:AI Follow Up improvements include enhancements to relevancy, precision, and accuracy in summaries plus report on meeting sentiment. AI Cheat Sheet sees auto-refresh, relationship support (wooo!), and gets better insights into usage with new reporting capabilities. 360 in Sidebar:Now, there’s no need to open a new tab every time you want to view a company or relationship 360! Users can seamlessly access vital details directly within their current workspace—wherever a 360 link appears, including in Success Plans, Cockpit, and beyond. The 360 details will conveniently open in a sidebar on the same page.Major UX Enhancements (available August 24):In the wise words of DJ Khaled, ‘Another One!’ we’re delivering yet again on our commitment to simplify and enhance the user experience with a major refresh to Gainsight Home for end users, along with improvements to Cockpit and Success Plan administration for our admins.Additional Enhancements: Impersonate Users: Admins can now log in as users to streamline issue resolution and ensure accurate access controls. Out-of-the-Box Cross-Product Dashboards: New dashboards instantly showcase data from Gainsight CE and CC, helping you manage customer success activities more effectively. Customer Release Webinar | Aug 1st - Join us for an exciting review of the most impactful Customer Success features in this release!Full release notes here.

It’s 87°F today in NJ (or 30°C for all my celsius folks out there), but that’s not stopping our Product and Engineering teams from releasing some exciting new features designed to streamline your admin experience, enhance security, and make your videos more engaging and accessible than ever.   Here’s what’s new in Gainsight Customer Education: A More Streamlined and Secure Way for Admins to Access Their Academy I’m sure you’ve noticed over the past couple of months that we’ve migrated your academy to Gainsight Platform Single Sign On (SSO), which gives you a smoother and secure login experience. The migration to Gainsight SSO was also a critical step in integrating Gainsight CE into the greater Gainsight universe (CS, CC, and PX)—and it was also the launchpad for this release: SAML configuration (admin SSO).*  What’s SAML? I won’t get too into the nitty gritty, but from a high level, think of SAML or Security Assertion Markup Language as a digital key that lets you use one set of login credentials to access multiple applications; it’s like having a single key to unlock several different doors in your house.In the context of customer education, configuring SAML allows admins to use popular identity providers such as Okta and Google to effortlessly and securely log into their academies. Learn More About Gainsight Authentication *SAML configuration (admin SSO) is currently only available to customers whose academies have been migrated to Gainsight SSO. If you don’t see this setting available right now—don’t worry!—we’ll have you migrated in the next few weeks. Note: SAML configurations are inherited across all Gainsight products. So, for example, if you configure SAML for CE, but also use Gainsight CS, both products would inherit the same configuration. More Engaging and Accessible Videos with Self-Serve Captions Videos are key to a successful and engaging academy. Whether you use them as standalone assets or as part of a learning path, they’re proven to drive engagement, knowledge retention, and, ultimately, better learning outcomes for your customers. That’s why we’re excited to introduce self-serve caption management for videos in your media library, allowing you to easily manage, upload, and update captions in multiple languages directly within your media library—all without the need for technical support. Configuration Steps:Navigate to the Content > Media Library section Select the video for which you want to add captions Click Upload CaptionsLearn More About Self-Serve Video Captions Automate Workflows with Course Publishing Webhook Webhooks are a way for applications to communicate with each other by sending automated messages or information in real time when an event occurs. In your case, webhook allow Gainsight CE to communicate with other tools in your tech stack. For example, when a new learner is created, you could automatically send them an automated email with a relevant course.Said another way, webhooks reduce manual work on your end and increase the efficiency in managing learner communications and updates. Now, we’re adding another webhook: Course published.With the course published webhook, CE admins can automate workflows and actions when, well, a new course is published. For example, when you publish a new course: Send an email to relevant stakeholders informing them Automatically enroll users Track content updates with Google Sheets or your databaseLearn More About CE Webhooks Which feature are you most excited about—and what would you like to see next? Let us know in the comments.  To learn more about Gainsight Customer Education and best practices, head over to the Share Industry Knowledge and Discuss Product Features forums.

While we're excited about the major features in the pipeline (did you see our latest product update on Control Home?! 👀), we haven't lost sight of the smaller yet impactful enhancements that can make your life—and your users' lives—a bit easier. But don’t just take it from us. These updates are a direct result of your feedback and ideas. In fact, with this release, we’re closing a total of 95 votes from our community!Let’s check out the latest improvements we've rolled out over the past few weeks. Attachments in Product UpdatesYou can now enrich your product updates by attaching relevant documents. This new capability allows you to provide comprehensive information and resources directly within your updates, making it easier for your community to access and engage with important content.  Thanks to @Chelsea Roberts for this fantastic idea! Ranks and Badge Information in Ideas and Product UpdatesWe’ve added detailed gamification information to the ideas and product updates modules. Now, you can see the ranks and badges of users, showcasing their contributions and engagement levels within the community. This enhancement aims to foster a more interactive and motivating environment.  Shout out to @copperml for suggesting this enhancement! Reorder Ideation StatusTo better align with your idea development lifecycle, you can now tailor the order of ideation statuses. This flexibility allows you to set the status sequence that best fits your workflow, ensuring a smoother and more intuitive ideation process.  Big thanks to @mstone for this idea! Edit Replies and IdeasAuthors can now edit their ideas and comments up to one hour after the original post. This feature provides a window for making necessary adjustments or clarifications, enhancing the accuracy and relevance of contributions within the community.  And with this, we close an idea with a whopping 41 votes! Customize How Time Zones Are Rendered in DestinationManaging event times across different regions can be challenging, especially for our customers with audiences in both the US and EU. We're introducing a new feature that offers more flexibility in how time zones are displayed for events in your community. Through the new Settings > Event Settings page in Control, you can now:Automatically render the time format based on the user's locale (AM/PM or 24-hour format). Select whether to display all event times in either the user's local timezone or the event's timezone. Choose whether to show the timezone information.These settings will be applied across the events overview page, events detail page, and the featured topics widget, ensuring a seamless and user-friendly experience for your community members.  Thanks a ton @bjoern_schulze for sharing this idea, and @mcooksey for sharing additional use cases to support this change. RSVP Column on the Events Overview PageTo enhance the visibility of event engagement, we’ve added an RSVP column to the events overview page. This allows you to quickly see how many users have RSVP'd for each event, providing valuable insights into event performance at a glance. Enhanced Topic Moderation InterfaceTo make topic moderation even easier, we’ve redesigned the topic moderation page with a more intuitive and modern UI.   We hope these updates improve your experience with Gainsight CC. Keep the feedback and ideas coming! Happy community managing!

Community managers handle a lot, from customer content to engagement and leaderboards. The new Control Home dashboard acts as your central inbox, highlighting who or what needs your immediate attention. We've made it easier to track key action items and insights, simplifying your workflows and helping you focus on what matters most. What is Control Home? This new, default landing page in the Control view of Gainsight Customer Communities will allow admins to quickly surface actions and summary metrics that matter most to them - such as pending users, reported posts, new registrations, questions asked, and more.Admins can then view data from out-of-the-box widgets, including content overviews of all community topics (filtered based on recently viewed, unread, new topics or reported content), pending actions for posts, users, groups and more, and the most popular items (topics, categories and groups) in the last week.Use Control Home to:Stay on top of your community and quickly get to pending actions and better engage with top users and content. Quickly surface summary insights and use these metrics to track overall community health and needs at a high level. Simplify workflows with quick links to full reports to instantly go deeper and better manage your community needs. New Control Home Experience How do I enable and customize the new homepage? Control Home will automatically be enabled - no action needed from you! The next time you go into Control, you will be taken to the new landing experience. This will be the landing experience for all future logins.Easily customize your dashboard to display the metrics and information that are most important to you. Simply click the ‘Customize’ button in the upper right hand corner to reorganize and/or hide cards.If you need to navigate back to the Control Home page at any time, just click the new Home icon at the top of the menu. A Special Thanks to Our Beta Testers! Thank you to the 42 beta testers that took Control Home for a spin and helped us build a really impactful feature! We appreciate all of your time, effort, feedback, and guidance!We’d love to continue learning from each of you, so if you have any feedback or comments on how we can improve Control Home, please let us know below using the ‘Feedback’ button in the top right corner of the page.Are you interested in participating in future betas? Join our Product Discovery Group and be the first to know about upcoming betas.Check out Control Home and simplify your community admin experience today!