Product Updates

Secure Your Google BigQuery Credentials with Automatic Masking Gainsight now masks sensitive credential fields in connector configurations to strengthen security. When you create a new connection or add a new secret while editing, credentials such as Client Secret are visible only once during that session. If you close and reopen the edit window, the Client Secret is masked and no longer visible.For detailed information on this release, refer to the Patch Release notes.

 Gainsight’s MCP Servers for both Staircase AI and Gainsight CS are redefining how teams use AI by bringing real customer context and action directly into the tools you already use every day.AI is quickly becoming part of daily workflows. But most AI tools don’t actually understand your customers. They only know what you type into the prompt.With MCP, that changes.MCP connects your AI tools to live customer intelligence from Staircase AI and Gainsight CS so every answer, recommendation, and action is grounded in what’s actually happening across your accounts. What is MCP?MCP stands for Model Context Protocol — an open standard that allows AI tools to securely connect to external systems in real time.Instead of copying notes, uploading files, or piecing together context, your AI can now query live customer data and take action directly within your workflow.That means:Answers reflect real customer interactions, not static inputs Insights are backed by actual signals like sentiment, risk, and engagement Actions can be taken instantly, without leaving your AI tool, both in your LLM and with write back to Gainsight CS👉 Explore Gainsight MCP Staircase AI + Gainsight CS: Intelligence and Action, TogetherGainsight MCP brings together two critical layers: Staircase AI MCP (Available Now)Connects AI tools to real-time customer signals from conversations, including sentiment, risks, relationships, and expansion opportunities. Gainsight CS MCP (Early Preview)Connects Gainsight CS data and action into MCP, allowing you to bring customer context into LLM conversations, update records or manage CTAs, and execute workflows directly from your AI tool. This is currently in early preview and will be available to all customers on April 25th, 2026 with our Quarterly Release. What This Means for Your TeamGainsight MCP unlocks a new way of working:Customer-Aware AI: Every LLM output is grounded in live account context,  not guesswork. From Insight to Action: Move seamlessly from understanding a situation to taking action, without switching tools. Built for Humans and Agents: Whether it’s a CSM prepping for a call or an automated workflow running in the background, MCP delivers the context needed to do the job right. Secure and Permission-Aware: MCP respects Gainsight’s existing permissions and governance models, so users only see what they’re authorized to access. Real Workflows. Real Impact.  Teams can use MCP to:🗓 Prepare for Meetings in Seconds: Generate a full account brief with risks, wins, and stakeholder context before every call.🔁 Streamline Handoffs: Instantly create onboarding summaries for new account owners.📊 Prioritize What Matters: Ask your AI what needs attention this week and get a clear, prioritized view across your portfolio.📋 Clean Up and Prioritize CTAs: Quickly identify stale, duplicate, or already-completed CTAs by cross-referencing Timeline activity, so you can focus on what actually needs action.📆 Stay Ahead of Renewals: Generate a real-time renewal view with ARR, health, and risk indicators so you know exactly where to focus before renewal conversations begin. Explore MCP Use Cases Getting Started with Gainsight MCP for StaircaseIf you’re a Staircase customer, get started today using the resources below: Gainsight MCP for Staircase Setup Instructions Security and Compliance Overview  Gainsight MCP for ST Release Notes MCP Use Case Library  Built for the Way Teams WorkAI is reshaping how teams work. The question isn’t whether you use AI, it’s whether it understands your customers and can act on that understanding. Gainsight MCP brings both together, so your teams and your AI can move faster with confidence.Read the full announcement here to learn more. 

This update introduces bulk actions for both visibility settings and ILT event creation, cutting down on manual work for admins managing large audiences and busy training calendars.  🗂️ Filter Visibility by Group CategoryManaging content visibility across dozens of groups just got an upgrade.You can now use Group Category as a filter when setting Group Visibility for Courses, Paths, Plans, and Pages. Instead of manually selecting each group one by one, simply filter by category and apply visibility settings to all groups in that category at once.This is especially useful if you manage large numbers of groups organized by segment, region, or account type. This also reduces the manual effort when rolling out content to these large, segmented audiences. How it Works:Filter by Group Category when configuring visibility on Courses, Paths, Plans, and Pages. This dropdown filter is available directly within your existing visibility settings Apply visibility settings to all groups within a category in bulk Looking to learn more about visibility settings? Visit our Help CenterOverride default visibility setting to include group category visibility 👉 Learn More  📅 Bulk Create ILT Events via CSV UploadAnother time saver for Skilljar admins, you can now bulk create ILT events by uploading a CSV file directly from your dashboard without API, developer support, or manual entry required. Simply prepare your event data in a spreadsheet and upload it all at once.This is valuable for organizations who plan events in bulk cycles (think: hundreds of events scheduled twice a year). Previously, this meant tedious one-by-one creation in the dashboard or a technical implementation, neither ideal for teams without dedicated developer resources. How it Works:Import events by uploading a CSV to create multiple ILT/VILT events in one action. This setting is available in your Live Training page in the Skilljar dashboard Drag your CSV file into the Skilljar dashboard to import events, use our CSV template to ensure successful upload. This template is linked within the event import settingImport events by visiting your Live Training page in the Skilljar Dashboard Format your CSV using our template for successful upload  👉 Learn More

We've upgraded the AI powering Customer Communities to GPT-5, OpenAI's latest and most capable model. As part of OpenAI's model lifecycle, the previous model (4o) has been deprecated and this upgrade ensures all AI features continue running on a supported, high-performance foundation. The update applies automatically across all communities, no configuration changes needed.What's improvedEvery AI feature in Customer Communities now runs on a smarter, faster foundation:Moderation AI Agent — faster, more accurate detection of spam, NSFW content, and policy violations Write with AI — sharper writing suggestions with faster response times AI Translation — higher quality translations across all supported languages with significantly reduced latency AI Recap & Summaries — cleaner, more structured summaries to help moderators triage activity faster Write with AI for Email Campaigns — better campaign draft quality with faster generationWhat you need to do to implement the upgradeNothing. The upgrade is applied automatically across all communities.Our request to youIf you notice any significant changes to your Customer Communities AI functionality or if you have a question for our team, please drop a comment below!  

Deliver more clarity, control, and insight across your PX experience.From the renaming of Knowledge Center Bot to In-App Hub, to expanded analytics and localization capabilities, this release brings improvements designed to help you better understand adoption, reduce friction, and scale personalized in-app experiences.Here’s what’s new.Knowledge Center Bot Renamed to In-App HubThe Knowledge Center Bot has been renamed to In-App Hub within PX to better reflect its evolving capabilities and align with modern industry terminology.There are no functionality changes as part of this update. All configurations, content, and settings remain unchanged. The UI has already been updated, and documentation and help articles will be refreshed progressively over the coming months.EnhancementsSurface Frustrating InteractionsPX now captures Rage Clicks as a behavioral signal to help you identify unresponsive or confusing UI elements that may cause user frustration.A rage click is recorded when a user clicks three or more times within one second on the same element — highlighting potential friction points.You can use Rage Clicks to: Review repeated interaction signals in User Activity under User Profile Analyze patterns in Query Builder to surface high-friction elements Segment users and journeys based on rage click behavior Note: Rage clicks are currently captured only across web applications.Expanded Product Score ConfigurationPX admins can now configure the Product Score Health KPI within Accounts Explorer to better reflect your organization’s definition of product health.Enhancements include: Additional input parameters: Session Duration NPS Survey Custom Account Attributes Customizable weight distribution across parameters(previously fixed at 50% Core Feature Usage and 50% Stickiness) Key details: New parameters default to 0% to preserve existing dashboards Non-percentage inputs are normalized to a 0–100 scale Up to five active NPS surveys (last 90 days) and five custom account attributes can be included Configuration changes may take up to 24 hours to reflect For more information, refer to the Configure Account Settings section of the Accounts Explorer article.Track Localization Status for In-App Hub ContentPX has introduced a Content Localization view in In-App Hub that highlights where content is pending or localization is not yet enabled. Helping you to quickly identify items that need attention before rollout. For more information, refer to the Localize Content for In-App Hub article.Localization API EnhancementsThe Import and Export Localization APIs now support additional PX assets, enabling more comprehensive automation of localization workflows.Newly supported assets include: Linked Articles Web Links JavaScript Functions In-App Hub For more information, refer to the Localization API documentation.👉 Check out the Release Notes for more information.💬 Have a question for our team? Drop a comment below!

Today we released two updates to improve how Skilljar connects with external systems and to ensure continued alignment with evolving platform standards.  ☁️ Salesforce Managed Package Update We’ve released an updated version of the Skilljar by Gainsight Salesforce managed package.As part of Salesforce’s transition from traditional Connected Apps to External Client Apps (ECAs), a new integration framework has been designed to enhance security and modernize app packaging and distribution. Our latest managed package version aligns with this updated framework.Why this MattersUpgrading ensures:Continued compatibility with upcoming Salesforce releases Alignment with Salesforce’s enhanced security architecture Ongoing supportability and best-practice configuratioWe always recommend upgrading to the latest version of the managed package via the Salesforce AppExchange.After installation, confirm the updated version in Setup > Installed Packages within your Salesforce org and follow the reauthentication steps. Your existing Salesforce ↔ Skilljar integration will continue to work as expected and there will be no disruption to your current workflows. As always, coordinate with your Salesforce Administrator and follow your internal change management processes.👉  Update your Managed Package via the AppExchange👉 Steps on How To Upgrade  🔗 Data Connector Updates We’ve also released updates to Skilljar’s Data Connector to expand functionality and improve performance. The majority of newly added tables and objects are related to Student Manager and License Packages data.For the complete field definitions and data types, please refer to the full table in the Release Notes. Student Manager DataWe’ve added new Student Manager fields to the Data Connector, including a flag to identify Student Managers, indicators for full course and path access, and a group membership field. Additional Tables Added: license_agreement license_agreement_content license_agreement_seat third_party_accessible_content catalog_page_item catalog_page_tag published_path_student_group_visibility Other ImprovementsEnsure that deletions in the dashboard, particularly for Published Paths, are replicated in the Data Connector Add new relational schema in catalog-to-path-to-course relationships catalog_page table had the following fields added: slug = CharField  short_description = TextField item_layout  = CharField - (TILE or LIST) published_path had the following fields added: slug = CharField catalog_layout = CharField - (EXPANDABLE, TILE, LIST) enforce_sequential_navigation = BooleanField path_item had the following fields added: published_path = DbexForeignKeyField("database_export.DbexPublishedPath", null=True) published_course = DbexForeignKeyField("database_export.DbexPublishedCourse", null=True) Note: With these updates, there should not be any disruptions to existing integrations. These changes are fully backward compatible, and no action is required.👉  Data Connector DocumentationCheck out the Release Notes for more details.    

Automate reporting and reduce manual effort with scheduled exports in Customer Community.You can now configure recurring data exports, allowing reports to run automatically on a defined schedule instead of generating them manually each time.This enhancement helps admins streamline reporting workflows and ensure data is delivered consistently and on time.Here’s What’s NewSchedule recurring exportsSet exports to run automatically at a defined time, eliminating the need for manual report generation.Flexible frequency optionsChoose from multiple scheduling options: Weekly — runs every week on the selected day, providing data from the last 7 days Biweekly — runs every two weeks on the selected day, providing data from the last 14 days Monthly — runs on the first day of every month, providing data for the previous calendar month Quarterly — runs on the first day of the calendar quarter, providing data for the previous quarter Download when readyOnce processing is complete, you can retrieve the generated export file directly from the system.Scheduled Exports are available within the Community export functionality. For more information on configuring recurring exports, refer to the Exports Overview article.👉 Check out the Release Notes for more details.💬 Have a question for our team? Drop a comment below!

We’re following up on Release Week features with two enhancements designed to surface insights instantly and allow you to make more informed decisions. Plus, we’ve extended the AI Tutor beta to all customers, find the steps below to learn how to enable this in your Academy.  ⭐ Course Ratings: AI Feedback Summaries In January, we launched Course Ratings, giving learners the ability to provide both qualitative and quantitative feedback on your course content. Now, we’ve added AI Feedback Summaries.AI Feedback Summaries instantly analyze learner feedback and surface:Key themes across responses right within Course Ratings analytics Top areas of praise of what learners liked most Opportunities for improvement, including content recommendationsInstead of manually combing through hundreds of submissions, you can instantly see what matters most, making it easier to prioritize updates, identify content gaps, and quickly communicate impact. 👉 Learn More AI feedback summaries appear next to the overall course rating in course analytics 📈 Dashboard Homepage: AI Academy Insights We’ve also introduced AI academy insights directly on your new homepage.These real-time insights help you: Surface common journey patterns to identify high-traffic learning paths and potential disengagement points Visualize engagement trends with clear insights into how students move between courses and where they progress or drop off Get actionable recommendations based on behavior trends, helping you optimize course structure, simplify complex content, and improve completion rates It’s everything you need to turn learner data into smarter decisions—right from your homepage. 👉 Find Them on the Dashboard Academy insights expanded from dashboard homepage  🤖 AI Tutor Open Beta: Now Available to All Customers During Release Week, AI Tutor entered Open Beta and was made available to customers who opted in after reviewing our ChatGPT subprocessor notice. That review period has now concluded.If you didn’t opt-out from our subprocessor notice, AI Tutor is now available to enable within your Skilljar instance.A few important notes:AI Tutor will not automatically appear in your Academy You must enable it on the domain of your choosing Configuration is required in your dashboard settings before it becomes visible to learners As with any learner facing feature, we recommend testing in your sandbox firstEven better, since the initial Open Beta release, we’ve enhanced AI Tutor’s guardrails to make responses more reliable and more flexible by tightening content controls and improving how the tutor references your approved materials.👉 Learn More  Check out the full Release Notes.We’re excited to continue evolving our AI capabilities to help you drive engagement in 2026, more is on the way!Questions? Share them below. 

Skilljar now supports Email Verification at signup, a new organization-level security setting that requires learners to confirm email ownership before accessing training when registering.When enabled, learners who signup with email/password authentication must complete registration through a secure email link before gaining access to your training domain. Adding this additional layer of verification helps you:Strengthen security for open registration domains Reduce spam and bot signups Ensure learners register with valid, owned email addressesEmail verification also supports compliance and consent best practices, including widely adopted “Double Opt-In” standards in the EU. While not universally required under GDPR, confirming email ownership helps organizations demonstrate stronger consent controls and reduce fraudulent or unauthorized access. Security Without Added Friction Our goal was to make this as easy as possible for learners, guiding them through an experience built on Skilljar’s existing invite workflow. After entering their email on your sign-up page, they’ll receive a secure, single-use link in their inbox. Until verification is complete, they do not have access to training.When they click the link, they’re taken to the familiar completion form to set and confirm their password. Once finished, they’ll be automatically logged in and redirected to the course catalog or specified destination. Completion email sent to learner’s inbox to complete verification Additional DetailsThis setting is controlled at the Organization level and applies to all domains within your organization. It applies to email/password (local) authentication only. SSO users and admin-invited learners are not affected. If a learner mistypes their email or lets the link expire, they can return to the signup page and re-enter their email to receive a new link. The link is valid for 7 days. Existing learners can continue logging in as usual, verification is required only for new self-signups after the setting is enabled.Check out the Release Notes for additional setup details.

Re-Enabled Gainsight Widget in Zendesk We’re excited to share that the Gainsight widget in Zendesk has been re-enabled with stronger access control and improved security.This update ensures users have the right level of access while maintaining a secure and seamless experience inside Zendesk.What ChangedWhen you establish a Zendesk connection and link Gainsight to Zendesk, Gainsight automatically creates a user with a Viewer license. When a user logs in to the Zendesk widget: Gainsight verifies whether the user exists in Gainsight. If the user exists, the widget applies the user’s actual Gainsight license and permissions. If the user does not exist or does not have the required license, the widget continues to operate with Viewer-level access. For detailed information on this release, refer to the Patch Release notes.For more information on the Gainsight widget, refer to the Gainsight widget in Zendesk article.Note: The updated Gainsight widget is available for download from the Zendesk marketplace.   

The response structure for creating new content (Articles, Conversations, Questions, Ideas, and Product Updates) via the API has been updated. These endpoints now return a structured JSON object with id and publicId fields, replacing the previous single-string return value. Please check your existing automation scripts to ensure they are parsing this new object structure correctly.💬 Have a question for ​@Larry and our team? Drop a comment below!

Gainsight’s MCP Server for Staircase AI is already transforming how teams use AI, bringing live customer intelligence directly into the tools they work in every day.AI is quickly becoming part of daily workflows. But most AI tools don’t actually understand your customers. They only know what you type into the prompt.With MCP, that changes.Gainsight MCP connects Staircase to tools like ChatGPT, Claude, and Gemini so every answer, recommendation, and summary is grounded in real customer context.What is MCP?MCP stands for Model Context Protocol — an open standard that allows AI tools to securely connect to external systems in real time.Instead of copying and pasting notes or uploading files, your AI can now query live Staircase intelligence directly. That means responses reflect what is actually happening in your accounts, not just static inputs.If your AI tool supports MCP, it can connect to Staircase. 👉 Explore Gainsight’s Staircase MCP  What This Means for Your TeamHere’s what you unlock with MCP:Customer-Aware AI. Every answer is grounded in live account health, stakeholder dynamics, risks, and expansion signals. Faster Execution. No switching tabs. No copying context. No manual synthesis. Get structured outputs in seconds. Shared Intelligence Across Teams. CS, Sales, RevOps, and Leadership can all access the same live customer intelligence inside their AI workflows. Secure by Design. MCP respects Gainsight permissions and role-based access controls. Users only see data they’re authorized to access. Real Workflows. Real Impact. Here are just a few ways teams are already using MCP:🗓 Meeting Prep in 60 SecondsAsk your AI to prep you for a call and receive a structured brief with health snapshot, recent risks, stakeholder context, and suggested talking points. 🔁 Seamless Account HandoffsNew CSM taking over? Generate a comprehensive onboarding brief in minutes instead of hours. 📊 Weekly Portfolio TriageAsk, “What needs my attention this week?” and get a prioritized list of risk and opportunity signals across your book of business. You can explore the full library of workflows and prompts here 👉 View MCP Use Cases Getting StartedTo set up MCP:1. Ensure your admin has enabled the MCP Connector in Staircase.2. Connect Staircase to your MCP-enabled AI tool.3. Start asking questions in plain language.Need additional help? View the full setup guide here.  AI is reshaping how teams work. The question isn’t whether you use AI — it’s whether it understands your customers. With Gainsight MCP, now it does.If you have questions or want to see it in action, drop a comment below or reach out to your CSM.

Gain deeper visibility into community engagement with two new out-of-the-box Community Dashboards.The new Subscription Trends and Subscription Status dashboards (Open Beta) give you powerful insights into how members subscribe, engage, and interact across your Community.This means you can monitor growth patterns, evaluate engagement distribution, and make data-driven decisions to optimize your Community strategy.Here’s What’s NewSubscription Trends Dashboard (Open Beta)Track how subscriptions evolve over time and uncover engagement momentum across your Community.Subscription Status Dashboard (Open Beta)Get a snapshot of active subscriptions and distribution across categories.​​​​​​Time-based subscription analytics Identify spikes, drops, and unsubscribe patterns with historical trend visibility.Category-level insights Understand which topics or categories drive the most engagement.Out-of-the-box configuration No custom setup required — dashboards are ready to use in the New Dashboards (BETA) area. Available in ControlTo access the new dashboards:Log in to Customer Communities ControlNavigate to Analytics > New Dashboards (BETA)These dashboards are available in Open Beta as part of the existing out-of-the-box Community reporting experience. Dashboard HighlightsSubscription Trends DashboardUse this dashboard to: • Monitor subscription growth trends over time • Identify spikes or drops in new subscriptions • Track unsubscribe patterns • Analyze engagement momentum across categories or topics • Support strategic decisions with historical data insightsFor more information, refer to the Subscription Trends Dashboard article.Subscription Status DashboardUse this dashboard to: • View total active subscriptions • Identify subscription distribution across categories • Understand which areas drive the most engagement • Detect low-performing categories or topicsFor more information, refer to the Subscription Status Dashboard article. Important InformationThese dashboards are available only for SSO-enabled communities.If you have both CS and CC:Community users with a Viewer_Analytics license in CS can view dashboards. Users with lower license tiers must request an upgrade from their CS admin.Thank you to ​@CommunityKaila, ​@aluciani, ​@Christa Brown, and ​@bdrivas for their ideas in the community that led to these dashboards.   Link to each idea: Subscription Data, Subscriptions to a Category, Subscription Status, and Subscribers by Forum. 👉 Check out the Release Notes for more information.💬 Have a question for our team? Drop a comment below! 

Enhance your community navigation with greater control and flexibility in the Mega Menu.You can now configure Segment-Based Visibility and add Dropdown Lists under Custom Navigation Items, giving admins more power to personalize navigation and create structured menu experiences.This means you can tailor what users see based on who they are. Build cleaner, more intuitive navigation paths that drive engagement and reduce clutter.Here’s What’s NewControl navigation visibility by segmentShow or hide Mega Menu navigation items based on user segments, including roles, behaviors, or guest access.Deliver personalized navigation experiencesEnsure users see only the most relevant pages, improving discoverability and engagement.Reduce menu clutterSimplify navigation by limiting unnecessary links for specific audiences.Add dropdown lists under custom navigation itemsCreate parent-child navigation structures directly within the Mega Menu.Build structured navigation modelsFor example:Products (Parent Navigation Item) Product A Product B Product C Each sub-item links to its own product-specific page.Segment VisibilityAdmins can now control which navigation items are visible to specific user segments, allowing for more personalized experiences based on user roles, behaviors, or access type.Important: To control user visibility, admins must first create segments and then assign pages to those segments. For more information on creating segments, refer to the Segments article.Dropdown Lists Admins and Community Managers can now add dropdown lists under custom navigation items in the Mega Menu.This allows you to create structured hierarchies within your navigation, perfect for organizing products, services, resources, or other grouped content areas.Available in Customer Communities Mega Menu WidgetMega Menu configuration is available in the layout editor in destination. For more information on setting up and configuring the Mega Menu, refer to the Configure Mega Menu Widget in Destination article.👉 Check out the Release Notes for more information.💬 Have a question for our team? Drop a comment below!

Make it easier for your community to find, explore, and contribute ideas with category-based organization for Ideas and Product Updates.With this enhancement, Ideas and Product Updates can be created directly within Community Categories, helping keep feedback aligned to the right product areas and improving navigation across the Community experience.This means cleaner organization, better filtering, and a more intuitive way for members to engage with the content that matters most to them. What’s NewMandatory category selection for new Ideas and Product UpdatesEvery new Idea or Product Update must be assigned to a Community Category before it’s published, ensuring consistent organization across your Community.Category-based filtering in Destination viewMembers can now filter Ideas and Product Updates by category, making it easier to discover content related to specific products or topics.Role-based access control Leverage existing category permissions to securely scope Ideas or Product Updates to specific user roles or groups.Tabs widget support for Ideas and Product UpdatesThe Ideas and Product Updates tab includes category-based filtering, allowing users to view content by product area alongside other supported content types. Learn MoreLearn how to organize Ideas in Categories: Getting Started with Customer Community Ideation Learn how to manage Product Updates by Category: Getting Started with Product Updates 🙌 Shoutout to the Limited Beta CrewBig thanks to the teams at Cognite, Alliant, KPN, and Adobe for putting Ideas and Product Updates in Categories to the test! Your feedback helped ​@Larry and the rest of Gainsight’s Product and Development team polish the experience for communities everywhere. Also in this Release: Experience Faster, Smarter Community Data Exports with Exports Enhancement (GA)Gainsight has enhanced Community’s data export functionality, delivering better data accuracy, broader insights, and a smoother user experience with the new Exports v2. 👉 Check out the Exports Enhancements Release Notes and Ideas and Product Updates in Categories Release Notes for more details.💬 Have questions or feedback? We’d love for you to join our Open Beta Group for Ideas and Product Updates in Categories, drop a comment below, or better yet, ask our new AI! 

Customer intelligence only creates value when it leads to action. But that’s hard when insights live in disconnected tools, signals are noisy, or teams lack confidence in what the data is telling them.The Q4 Staircase release focuses on solving those challenges — bringing customer intelligence closer to where teams work, improving signal quality and governance, and laying the groundwork for more proactive risk management.Let’s dive in. Bring Staircase Intelligence Into Your AI Workflows with Ask Staircase + MCP Connector With Ask Staircase + MCP Connector, teams can now bring Staircase customer intelligence directly into AI tools like ChatGPT, Claude, and Gemini.This update enables teams to:Ask natural-language questions and get answers enriched with live Staircase data Access customer intelligence without switching tools or pulling reports Work directly inside existing AI workflowsAdmins can get started by following the one-time MCP setup guide to securely connect Staircase to ChatGPT, Claude, or Gemini.  Improve Trust and Accuracy with AI Feedback Loops As teams increasingly rely on AI-generated insights, confidence in outputs becomes critical.With AI Feedback Loops, teams can now:    •    Rate whether Staircase-generated summaries and responses are helpful    •    Provide feedback that is aggregated and fed back into our models    •    Improve accuracy continuously over time based on real usageAll feedback is anonymous and secure. Explore how AI feedback works in Staircase More Flexible, Admin-Friendly PII Configuration This release includes enhancements to PII anonymization, giving admins more control without disrupting existing workflows.Admins can now:Choose exactly which types of PII are anonymized using simple toggles Preview changes before applying them Apply updates only to new communications, leaving historical data untouchedFor customers with advanced requirements, custom patterns are supported in a controlled way, while the default experience remains safe and predictable.Learn how to manage PII anonymization settingsCustomize Lifecycle Events to Match Your Customer Journey Staircase automatically detects key customer moments like renewals, churn risk, extreme sentiment, and executive touchpoints. With this release, teams can now further tailor lifecycle tracking to match their business.Admins can: Enable or disable specific lifecycle event categories Refine detection logic to reduce noise Create custom events such as onboarding, kickoffs, or referrals Lifecycle events automatically appear across the Customer Journey Cycle, Events reporting, and downstream systems like Gainsight CS -- ensuring these moments stay visible wherever teams work. Learn more about setting up and managing custom lifecycle events in our configuration guide. Test Notifications with Confidence Before They Go Live Notification logic is powerful, but even small misconfigurations can lead to missed messages or the wrong people being notified. With improved Notification Testing, admins can now validate notification logic before anything is sent.With improved Notification Testing, admins can now: Test notifications by customer Preview exactly where messages will be delivered (Slack channels or email recipients) Detect missing roles or configuration gaps before enabling notifications No messages are sent during testing. Learn more about how to test and validate notifications . Missed the Q4 Staircase Release Webinar?You can watch the on-demand recording here. For a complete breakdown of everything included in this release, be sure to check out the full release notes. As always, we’d love your feedback. Join the conversation here in the Gainsight Community and help shape what we build next.

Managing course content no longer means endless clicking. You can now select multiple items across Assets, SCORM, Quizzes, and Question Banks and take action in bulk. Consider this a small but mighty update from us to you, just in time for Valentine’s Day. 💝 Bulk DownloadAvailable for: Assets, SCORMYou’re sharing files with an internal team or keeping a local backup before a major refresh. Instead of downloading assets or SCORM files one by one, you can select everything you need and grab it all at once. Bulk DeleteAvailable for: Assets, SCORM, Quizzes, Question BanksYou’ve identified outdated, unused, or incorrectly uploaded content, like retired videos, or old question banks. Filter, select, delete, done.  Bulk UnattachAvailable for: SCORM, Assets, QuizzesYou’ve refreshed content and need to remove outdated assets from lessons or courses without deleting the asset itself. Unattaching the asset, quiz, or SCORM file lets you quickly clear old content while preserving files for reuse or reference. Bulk Operations goes a long way in clearing out day-to-day busywork, and it came straight from what admins told us they needed. Give it a try the next time you’re cleaning up or refreshing content, and let us know what you think. 👇 Check out the Release Notes for more details. 

Execution in customer success can be complex. Digital orchestration programs need to run as expected. Communication needs to scale without losing control. And insights need to translate into action before momentum is lost.The Q4 (January) release for Gainsight CS helps you simplify that execution by giving you the tools to test and refine Journey Orchestrator (JO) programs before launch, extend Group Send access (with guardrails), and act on Copilot insights without ever leaving your workflow.Let’s dive in. Launch Journey Orchestrator Programs with More ConfidenceBuilding JO programs can mean juggling branches, conditions, and personalization. But until now, validating all that logic pre-launch meant cloning the program or hoping it all worked after launch. That introduced internal risk, but also opened the door to subpar customer experiences if the journey didn’t go as planned.Now, you can test draft Journey Orchestrator programs with up to 30 participants using real data. Preview branching conditions, verify tokens, and confirm email versions before going live. For complex journeys, this removes the guesswork and cuts down on post-launch rework.Community Callout: A big thank you to our community, especially Product Council members past and present, including ​@sarahmiracle and ​@dayn.johnson, whose ideas, conversations (like here and here) directly shaped this feature enhancement.  Extended Group Send Access Without Sacrificing ControlGroup Send, which allows users to send personalized emails—newsletters, invites, product updates—to hundreds of customers in just a few clicks, was previously only available to CSMs.  That’s changing with this release. Admins can now extend Group Send access to any user persona or user group using a flexible, rule-based permissions framework. Control access by role (e.g., Account Manager) or criteria (e.g., companies under $100K ARR), and define exactly who can send to which accounts. Said another way, you can now scale communication across more teams without compromising control.Community Callout: This enhancement was shaped in close partnership with our 2025 Product Council. Their hands-on feedback from our dedicated session last year directly influenced the improvements you see in Group Send today, which make it more flexible and impactful at scale.  Send Copilot Responses From C360 and Track Usage Across Your OrgYou can now send Copilot responses directly from C360 into an email. Content is prefilled, editable, and automatically logged to Timeline, which shortens the gap between insight and follow-up, so teams can respond while context is fresh.Additionally, the new Copilot Usage Report shows who’s engaging with the AI (including Slack workflows), how often, and where adoption might need a boost. It’s a simple way to track usage, spot gaps, and focus enablement where it matters most. Better Visibility with Multi-Select Field ReportingYou can now group reports by individual values within multi-select picklists, giving you a clearer view of how each value appears across your dataset—even when multiple options are selected in a single record.This update makes it easier to analyze trends, segment data accurately, and build more meaningful dashboards without additional configuration. Community Callout: Real customer feedback made this possible. Thank you for continuing to shape the future of Gainsight. Note: Multi-select field enhancements will be available beginning on Tuesday, February 3, 2026. New Salesforce UI Managed Package and Connector Security EnhancementsYour Customer Success workflows don’t stop at Gainsight. They rely on seamless and secure integrations with tools like Salesforce. This release includes a new Salesforce UI Managed Package that gives you more flexibility in how you can bring Gainsight into your Salesforce experience.Additional Resource: Learn more about the new UI Managed Package We’ve also rolled out several key security enhancements to further protect your data across systems. That includes: Shorter Refresh Token Lifespans: Refresh tokens now expire faster to limit the risk window if a token is ever compromised.  Refresh Token Rotation (RTR): Each refresh token is now single-use, so every time one’s exchanged, it’s replaced immediately. OAuth Proof Key for Code Exchange (PKCE): PKCE strengthens the OAuth flow by ensuring that only the app that starts authentication can complete it. Trusted IP Ranges: Token exchanges now only work when requests come from trusted infrastructure.Additional Resource: What Can I Do Today? A CEO’s Guide to Salesforce Integration Security by Gainsight CEO Chuck Ganapathi. What Else Is New in Gainsight CSBeyond JO testing, Copilot usage reports, and Group Send access updates, our Q4 release includes several enhancements to streamline reporting, improve AI precision, and simplify admin workflows:Row Groupings with Pivots: Analyze data across row levels while pivoting in the same report, so you can spot insights in one view. Import Reports to Create Key Definitions: Admins can now create Data Key Definitions by importing existing reports. Filters, columns, and logic carry over automatically to save time and improve consistency in Copilot responses. Tag Companies Using “#” in Copilot Prompts: Tag companies directly in Copilot prompts using “#” to specify exactly which company you’re referencing. This improves response precision and reduces ambiguity when working across multiple accounts.Want the full breakdown of what’s new? Check out the full release notes here. And if you're using Insight Agent (powered by Staircase AI) alongside Gainsight, read the release notes or our January newsletter.  Didn’t catch our Q4 release webinar live? Check out the on-demand recording:  

We’re continuing to enhance the new In-App Hub (formerly KC Bot) with powerful design, engagement, and localization updates. These improvements give you more control over how the bot looks, how it guides users, and how content is delivered across languages, helping you create a more intuitive and personalized support experience.Here’s what’s new.Guide Users with Speech BubblesSpeech bubbles are now available in the new In-App Hub editor, helping you proactively guide users to the bot and clearly communicate its purpose.You can configure speech bubbles to:Control visibility Customize background and text colors Personalize messages using user attribute tokensThis makes it easier to grab attention, set context, and encourage discovery of helpful content right when users need it.Customize In-App Hub DimensionsYou now have greater control over how the In-App Hub fits within your product layout. The new editor lets you customize the In-App Hub’s size when opened, ensuring it aligns with your UI and content density needs.You can configure:Height: 240–960 px Width: 400–640 pxThis flexibility helps you balance visibility and usability without disrupting the surrounding interface.Notify Users of Unread or New ContentNotifications are now available in the new In-App Hub editor, allowing you to highlight newly added or unread content in Content Groups and Recommendations.With notifications, you can:Prompt users to revisit the In-App Hub when new content is availaible Highlight content that hasn’t yet been read Customize background and text colors Control notification visibilityThis helps keep your bot content fresh, visible, and actionable for returning users.Localize Display Names and DescriptionsIn-App Hub now supports localization of Display Name and Description fields for engagements and hosted articles. This allows you to deliver a more inclusive, language-aware experience for global audiences.With this update, you can:Translate hub-facing labels and descriptions  Ensure content feels relevant across locales Improve clarity and engagement for non-English usersWant to dive deeper?Check out the full Release Notes for screenshots, setup details, and FAQs.

We’re excited to officially launch AI Tutor into Open Beta, bringing real-time, conversational support right into your Skilljar courses.When learners hit a roadblock, they often disengage with the content or turn to your team with repeat questions. AI Tutor solves both sides of that problem, delivering in-the-moment support to learners, and reducing the burden on Education teams.This release also marks the beginning of something bigger. AI Tutor is a big step toward our vision of agentic learning, a model where education is personalized, proactive, and lives everywhere. We’re building a future where learning is no longer a static, one-way experience but dynamically supported every step of the way. What AI Tutor Can Do TodayAI Tutor sits directly within each Skilljar course, giving learners instant access to:Contextual answers based on lesson content, transcripts, and course materials Lesson recommendations to guide learners to the most relevant next steps Real-time coaching that adapts to individual learner needs Skilljar admins can also customize AI Tutor to match your Academy’s look and feel. For setup details, visit the Help Center.   The AI Tutor button is currently only available for HTML, video (with transcripts), and audio lessons. It is not supported for SCORM or web package lessons. AI Tutor enters Open Beta today, with general availability planned for later this Spring. Beta access to AI Tutor is available to all Skilljar customers at no additional cost. If you haven’t signed up yet, you can join the beta here. If you’ve already signed up, AI Tutor will be enabled within three business days. All Release Week generally available features are included in existing plan.  That’s officially a wrap on Skilljar Release Week. Five days of new features and behind-the-scenes upgrades, all designed to make it easier to manage your Academy and support your learners.Thanks for following along. We’d also love your thoughts on Release Week itself. Tell us in this quick survey to help shape future launches. Catch up on anything you missed:🔮 Release Week Features →📚 Read our Blog Post → 

You shouldn’t need three tools and a scavenger hunt to know if your content’s landing with learners. One of our most requested features is here: Course Ratings let you collect learner feedback right where the learning happens, inside Skilljar. Here’s what’s new:A numeric rating scale (1–5 stars) lets learners quickly rate the value of a course upon completion Open-text feedback helps you understand why a course hit (or missed) the mark, with responses stored right in your dashboard Course Analytics and CSVs now include ratings and responses so you can quickly action on feedback Coming Soon: AI Feedback Summaries will surface key themes from open-text feedback, with summaries of both praise and areas to improveWe’ve also made course ratings data available through both our API and Data Connector. For the API, you can find individual ratings in the Domains > Published Courses > Enrollments endpoint, and view the average rating for a course in the Courses endpoint. For full details, check out Skilljar’s API documentation. For the Data Connector, there is a student_course_rating table.New ‘Course Ratings’ lesson type in Skilljar dashboardKnow what’s resonating, and what needs a refresh, so you can improve faster and prove the impact of your programs.  📚 Check out the Help Center article →🔮 Come back tomorrow for the final drop of Release Week, our most learner-facing feature yet!   

Release Week day three is all about time-saving improvements for admins, with two new dashboard upgrades that simplify your day-to-day. Plus, an updated look at what’s coming with the Gainsight Customer Communities integration, including how to join the Early Access Program.  ✅ Self-Service Credly BadgesNo more workarounds. No more submitting a ticket to Support. You can now issue and manage Credly badges directly from the Course Actions tab in your Skilljar dashboard.From the Actions tab, you can configure Credly badges to be triggered with flexible options based on whether a learner passes or completes the course. You’ll be able to control how and when badges are issued, whether that’s issuing new badges, updating existing ones, or setting expiration timelines.That means faster, more scalable credentialing in your Academy📚 Learn more in the Help Center →Issue or update Credly badges in the Skilljar dashboard 🏷️ Skilljar Labels Now on QuizzesAs your training content grows, so does the need to find the right content, fast. That’s why we’ve expanded Skilljar labels to now be on quizzes.You can now:Add custom labels to quizzes Filter by labels when searching for a quiz to add to a lesson Quickly locate relevant assessments for knowledge checks, even in large librariesIt’s a small change with a big usability win, especially for teams juggling dozens (or hundreds) of quizzes.📚 See how to use quiz labels →  🔗 A Sneak Peek at Skilljar + Gainsight Customer Communities Integration 🔑 Unified LoginWe’re introducing a Unified Login for customers using both Gainsight Customer Communities and Skilljar in a connected setup. End users can sign in once through their Community SSO and move between your Community and Academy, no extra login prompts, no added friction.This capability improves the learner experience, cross-product engagement, and lays the groundwork for other features like unified user profiles and gamification. To enable the unified login, customers must have a connected Skilljar + Community configuration and participate in a short enablement session with our team.Have CC + SJ? Join the Early Access Program →  Here’s a look at what’s in development—and coming soon to the Early Access Program: 🧩 Education Widgets in Community Showcase your Skilljar content inside your Community:Embed course widgets to highlight featured training Display learner progress within embed course widgets Filter by tags, course status, duration, and morePreview of embedded Skillar course widgets on a Community page 🔎 Unified Search Bridge the content gap between your Academy and Community:A new search bar on your Skilljar Academy surfaces both Skilljar and Community results Helps learners find what they need, no matter where it lives Our first step toward a smarter, more connected discovery experienceUser view (left) and admin setup (right) for Unified Search 🖼 Embedded Community HeaderMake your Academy and Community feel like one platform:Bring your Community header and navigation into Skilljar Keep branding consistent across touchpoints Offers a visually seamless experience for your learnersHeader and navigation from Gainsight Community embedded in a Skilljar AcademyWant a head start on the Skilljar + Gainsight Communities experience? If you’re using both, join the Early Access Program to get access to Unified Login now and be first in line for upcoming features like embedded course widgets and unified search. Join Early Access →  🔮 That’s a wrap on Day 3 of Release Week. Catch up on everything we've released so far → 

Skiljar Labels, you know them, you love them, and they’re great for filtering courses. But when it comes to managing different versions of the same course, like localized or role-specific content, they're doing a job they weren't built for.Enter Course Families: the smarter way to group and manage related courses.Course Families allow admins to:Group course variants into one Course Family to better organize your content Search and sort by family name to quickly locate the right version Track performance across all versions including total enrollments, completions, & more Export course lists via CSV for easier, aggregated reportingSo whether you’re localizing an onboarding course into five languages or tailoring content for different customer segments, Course Families gives you the clarity and control to scale content organization.Want to see how?🕹️Take the interactive demo for a spin (and don’t miss Skilljar Release Week Day 3 tomorrow!)📚 Check out the Help Center Article to get started  🤝 Big thanks to our beta testersOver 80 of you helped shape Course Families before launch—including ​@czhong from PagerDuty, ​@LytePaulson from JLL Technologies, and ​@rochelle.kamont from Avionté. We couldn’t have done it without you and we’re excited to bring some of your best ideas to life in future enhancements. ​ ​ 

Now through January 27th, it's Skilljar Release Week. 🔮 Which means we’re rolling out a new product enhancement every single day. Some are long-awaited general availability releases, others are small but mighty upgrades you didn’t even know you needed.We’re kicking off Day 1 with a big quality-of-life win: your dashboard homepage just got a whole lot smarter. The redesigned homepage is now your command center, giving you quick visibility into what’s happening in your Academy without digging through reports or dashboard menus.Here’s what’s new when you log in:Spot key trends with enrollments and completions over time Pick up where you left off with recently updated courses just a click away Fine-tune faster by quickly identifying courses with low or no enrollmentsAdmin view of the new dashboard homepage  Please note that the new homepage experience varies by user permissions, for example, analytics access is required to view enrollment and completion metrics.There’s more on the way to make your dashboard even smarter. Future updates will include AI-powered recommendations to improve enrollments and keep content fresh.We can’t wait to hear what you think of the new experience.  📚 Check out the Help Center article for more details →🔮 Follow along all week and explore each new feature—including a demo of the new experience, at Skilljar.com →

We are excited to share that all Skilljar documentation now lives in the Gainsight Help Center, so it’s easier to find, explore, and use Skilljar help content alongside other Gainsight products.Here’s what’s changing!All existing Skilljar help articles now remain available in the new location. Any upcoming content will be published in the new location. The previous Skilljar documentation site is still available, but no longer being updated. This site will be retired once post-migration checks are complete. If you visit this site, you’ll see a banner on top directing you to the new location. Please update any bookmarks or saved links to point to the new home.A quick note on ongoing updatesWhile all existing and new Skilljar documentation is now placed in the Gainsight Help Center, we’re still completing some link redirect work.During this transition, you may occasionally see a link that takes you to the old Skilljar documentation site. If that happens, please note the article title, and as a temporary workaround, search for the article directly in the Gainsight Help Center.Rest assured, we’re actively working to identify the required redirects and are moving quickly to put them in the right location.Why this move matters?Skilljar documentation is now part of the Gainsight Help Center, alongside documentation for other Gainsight products. This helps in a few important ways: A more consistent documentation experience. Familiar structure, navigation, and style standards that make content easier to scan and understand. A shared information architecture makes it more intuitive to find what you’re looking for. Continued improvements to search, usability, and content quality apply consistently across Skilljar documentation. If you have any questions or spot something missing, please reach out to docs@gainsight.com or Gainsight Support.Thanks for your continued support—we look forward to making Skilljar documentation even easier to use.