Product Updates

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.

Supercharge your community experience with the power of generative AI. AI Answers is now available in open beta, bringing conversational search to your Customer Communities. With this feature, your users can instantly find answers and uncover insights, all powered by AI. Find Answers Instantly with AI-Powered Search (AI Answers)Transform your community search into a dynamic, conversational experience.AI-Driven Understanding: Interprets natural language to deliver relevant, human-like responses. Cited Results: Includes source links for full transparency and context. Streaming Responses: Watch answers appear in real time for an engaging, interactive feel. Expandable Insights: Click to reveal additional context and related sources. Continuous Learning: Improves accuracy based on user feedback and interactions.AI Answers helps members find information faster and with more confidence — making every search feel like a conversation with an expert.How to Get StartedAI Answers is available in Customer Communities Control > AIIf you already use Smart Assistant or any of our other AI features, you’ll see the new AI Answers option automatically — no additional enablement required. If you’d like to add this feature, you can activate it directly within the AI settings page.Set Up in MinutesEnable AI AnswersGo to Customer Communities Control > AI > AI Answers Toggle Enable AI Answers Thats it! AI Answers will now be set up.Also included in this open beta, Search Analytics Dashboard is a new dashboard that allows admins and community managers to review how users interact with search. Key metrics include total number of users, total searches, the no results rate and more!With Search Analytics, teams can now better understand how search is being used, identify gaps in the search experience, and make informed improvements.👉 Check out the Release Notes for more details.💬 Have questions or feedback? Drop a comment below — or better yet, ask our new AI! 

Your Customer Success teams rely on Gainsight CS and its connections with tools like Salesforce, HubSpot, Zendesk, and Gong to keep customer workflows and revenue-critical processes running—and because those connections carry critical customer data, we’re continuing to strengthen the security and reliability of Gainsight CS.Below, we’ll walk through the latest security enhancements we’ve made to Gainsight CS. New Security Measures Now LiveAs part of our ongoing commitment to platform safety and integration security, we’ve implemented a set of enhancements designed to improve security and hardening for credentials used across Salesforce-connected workflows.Here’s what’s now in place:Shorter Refresh Token Lifespans: We’re enforcing shorter lifespans for refresh tokens used by our Salesforce Connected App, so even if a token gets out into the wild, it expires quickly and loses usefulness.  Refresh Token Rotation (RTR): With RTR, each refresh token is single-use: every time an access request is made, a new refresh token is issued and the old one is immediately invalidated. This ensures that old credentials can’t be replayed or reused, even if they’re exposed somewhere they shouldn’t be. OAuth Proof Key for Code Exchange (PKCE): PKCE adds an important safeguard to the OAuth flow by requiring the app that starts authentication to prove it’s the same app that completes it. This thwarts interception attacks and aligns with industry-standard secure OAuth practices. Trusted IP Ranges: Token exchanges and refresh actions now only succeed when requests originate from infrastructure we explicitly trust. That means authentication traffic can’t be weaponized from unknown networks, even if someone holds a previously valid credential.In addition to these changes, we’re continuing to invest in broader platform security, including DevSecOps and pipeline hardening, enhanced logging and visibility, enterprise governance improvements, and ongoing product security advancements.These enhancements apply to our Salesforce Connector, which is now fully restored. If you’re looking for additional resources and information on restoring connectors, read more in our CTO’s recent blog or the community post here. We’ve also brought our connections with HubSpot, Zendesk, and Gong back online, which were temporarily disabled as a precaution, so your teams can resume their workflows as expected.

We’re excited to bring you a fresh set of enhancements across Analytics, Accounts Explorer, and In-App Hub. These updates give you more flexibility in measuring product engagement, refining health scoring, and delivering localized experiences with ease. Check out the full Release Notes for screenshots, setup details, and FAQs.Deliver Localized Experiences with the New In-App Hub (formerly KC Bot)We’ve added full localization support to the redesigned In-App Hub (formerly KC Bot), enabling you to deliver a consistent, localized in-app experience directly from the In-App Hub’s  interface. All content, including articles, web links, and JavaScript functions can now be translated and managed seamlessly. Configure Stickiness Using the New DAU/WAU FormulaYou now have another way to measure how often users return to your product. Accounts Explorer now supports DAU/WAU as an additional Stickiness calculation, giving you a weekly-focused lens that’s ideal for products with shorter engagement cycles or early-stage validation patterns. Associate Core Feature Labels by Product in Accounts ExplorerYou can now define Core Feature Labels per product, allowing you to manage core feature groupings independently across your portfolio. This ensures that health KPIs accurately reflect how users engage with each product’s most important features.HMAC-Based Identity Verification SupportPX now supports HMAC-based identity verification (SHA256) for the Mobile SDK, extending the security capabilities previously available in the WebApp SDK. This update improves compliance, strengthens identity validation, and ensures safer integrations across platforms.

Two small updates to make your life easier: mark content complete automatically with our new Course Action, and enjoy smoother performance thanks to completed API pagination updates. Skilljar Course Action: Complete Content ✔️Now live in the Completion & Post-Completion section of the Course Actions tab, Complete Content lets you automatically mark selected courses, paths, or plans as complete when a learner finishes the trigger course. How it works:If a learner already has an active enrollment, the selected course, path, or plan will be marked complete. This action supports all completion triggers: pass or fail, pass only, or fail only. If a learner does not have an enrollment, they’ll be enrolled and marked complete instantly, with the same enrolled_at and completed_at timestamp. Note: Only top-level completion is recorded e.g. if this action is used to mark a course as complete, lesson progress will not be reflected in Course Analytics. Only the top-level course object will appear as completed. Use it when:You want to move learners along an automated learning workflow, like marking foundational content complete for power users who’ve already gone through similar training, or auto-completing onboarding content once a capstone course is finished. Where to find it:Skilljar Dashboard → Courses → Select a Course → Actions Tab → Completion or Post-Completion Actions Check out the Help Center article for more details. Complete Content now available in Completion & Post-Completion Skilljar Course Actions  Skilljar API Pagination Update Complete 🛠️ Skilljar has updated our API pagination settings to improve reliability and performance for all customers, and to better align with how APIs operate across the industry.The default page size will remain 100 items per page; except those pages that previously returned up to 1000 results will now return 250 by default The maximum page size for all requests will change from 10,000 to 1,000If your integration already uses standard pagination practices (such as iterating through pages until all data is retrieved), no changes are needed, you may simply notice that larger datasets require a few additional requests.This update will help ensure consistent API performance and stability for all Skilljar customers.Visit our Help Center to learn more. 

Timeline Update: AI Follow-Up Activities Now Log Even When Meeting Activity Type Is Inactive IMPORTANT: This update is currently available in the US regions and will be available in EU starting December 17, 2025.AI Follow-Up activities are now logged under the Meeting activity type even if that activity type is turned off in Administration > Timeline > Activity Types.What’s UpdatedAI Follow-Up activities now log reliably, independent of manual activity type settings. Admins can keep the Meeting activity type turned off for manual logging when needed, without affecting AI Follow-Up activity logging. Automatically logged activities remain fully editable by the activity owner or any user with the right permissions.This enhancement ensures complete and consistent meeting-related insights without requiring changes to your activity type configuration.For more detailed information on this update, refer to the Patch Release notes.For more information on Meetings Eligible for Processing, refer to AI Follow-Up User Guide article.

Customer Success never stops moving. Between customer check-ins, program updates, and renewal prep, there’s always something competing for your time. This release helps you get more of that time back.From Copilot’s new context awareness to stronger admin controls and secure file sharing in Spaces, everything here’s designed to make your day easier, cleaner, and more connected. Copilot in C360: Context That Works Where You DoCopilot now lives right inside C360. You can ask questions directly from the customer record, and Copilot automatically understands which account you’re viewing. So you can’t ask about other customers. (Note: Not currently available in R360 or mini360.)You can ask questions like:“What CTAs are open for Acme?” “Summarize the goals we set last quarter.” “What did we discuss in our last EBR?”And Copilot will respond with accurate, account-specific answers. It’s like having your best CSM sitting right next to you, summarizing everything that matters. Key Definitions: Teach Copilot Your LanguageEvery organization has its own way of talking about customers. Maybe “healthy” means steady usage and strong exec alignment. Maybe “at risk” means no engagement in 30 days.Now, Key Definitions let admins define what those terms actually mean inside Copilot. These definitions guide how Copilot interprets questions and retrieves data, so when someone asks, “Which customers are at risk?” the answer reflects your business logic, not ours. Prompt Library: Save and Share What WorksYou know that one perfect Copilot prompt that always delivers gold? Now you can save it—and share it.The new Prompt Library gives everyone one place to create, save, and reuse effective prompts. It’s organized into three tabs:My Prompts for personal use Admin Suggestions for shared prompts across your team Gainsight Suggestions for recommended prompts from usYou can favorite, edit, and reuse prompts whenever you need them. It’s an easy way to keep your best questions close at hand and help your team stay consistent and adopting AI. Community Idea Extended Data Access in Copilot: Go Deeper Without SearchingCopilot can now surface answers from more data sources, including Scorecards, Success Plans, and Cockpit. That means you can ask questions like:Give me a list of all open CTAs for ACME List all accounts with red health scores List all ongoing success plans for Acme, returned listFilter Timeline by specific attributes to quickly surface relevant interactions, spot trends, and drive more focused engagement. For example, summarize all business goals from my last EBR activity with company X. You’re asking for a particular activity type. Any custom standard fields, Copilot can analyze last 50 timeline entries. Include custom, standard, or system or any activity field type, you can now. This gives you a fuller picture of customer health and activity without running a single report, although trends or any historical data analysis is not supported today.  Journey Orchestrator: Make Edits on the FlyAutomation only works when it can keep up with your business. Programs evolve, customer data changes, and sometimes you need to adjust without stopping what’s already in motion.With Post-Publishing Field Edits, admins can now update active Journey Orchestrator programs without having to clone or restart them. You can safely add new source fields, refresh filters, or insert tokens in live programs—all while participants continue their journeys. Cockpit and Customer Goals: Consistency That Builds TrustData accuracy doesn’t happen by accident. This update gives admins more ways to keep things clean and consistent, without slowing anyone down. In Cockpit, you can mark fields as editable only during creation, lock them after saving, or make them required before closing a CTA. It’s a small change that adds a ton of reliability to your data.In Goals, the same logic applies. Admins can control which fields stay editable and which lock once saved, keeping Success Plans clear and aligned across every customer. Community Idea Spaces: Streamlined CollaborationSpaces keeps getting better at helping teams and customers work together, and this month we’re making it more secure than ever.With the new Attachments widget, admins can set upload permissions, collaborators can tag and organize documents, and end users can view or upload based on what you allow. Files are automatically version-controlled, scanned, and stored in one place, but the real value is clarity. Everyone knows which document is current, who added it, and where to find it.Community Idea We’ve also added additional controls for admins to control the level of customization available to end users.Community Idea Salesforce: Gainsight Where Your Team Already WorksWe know many teams live inside Salesforce, and now Gainsight fits right in. With Lightning Web Components, you can embed 360 widgets and key customer insights directly inside Salesforce. Your account managers, sales reps, and CS teams can stay aligned on the same data without switching systems or losing context. Want the full breakdown? Check out the full release notes.

We’ve rolled out a new wave of PX updates to help you create smarter engagements, get richer account insights, and streamline your data workflows. From AI-assisted content creation to flexible dashboards and enhanced API access, these updates are all about working faster and seeing further. Smarter Engagements, Powered by AI Write with AICreating impactful in-app engagements just got easier. PX now brings generative AI directly into the engagement editor to help you write, refine, and structure content in minutes, not hours.Use existing docs or articles to instantly generate engagement copy that’s clear, consistent, and tailored to your users. You can even rewrite or simplify content right in the editor to keep your message sharp and on-brand.Think: faster authoring, consistent tone, and less copywriting guesswork.  Write with AI directly in the editor without leaving your workspace. Deeper Account and Audience Insights View At-Risk Users InstantlySee which users need extra attention with one click. The new Users At Risk view highlights users whose core feature usage falls below your defined threshold, making it easier to act on adoption signals. Filter by Account Health KPIsZero in on the metrics that matter. Filter accounts in Accounts Explorer using Core Feature Usage, Active User Coverage, Stickiness, and Product Score to prioritize outreach and success initiatives. Quick Filter for Newly Added AccountsUse the new Awaiting Scoring quick filter to find newly created accounts that haven’t yet received a Product Score; ensuring no new customer slips through the cracks. Resizable Columns in Accounts ExplorerAdjust table columns to your preferred layout for cleaner comparisons and better visibility. Simple, but effective. Leverage the Accounts Explorer view to explore these enhancements.  More Flexible Dashboards Export Dashboard Widgets as CSVNeed deeper analysis? You can now export widget data as CSV files for use in BI tools or custom reporting. Filters and dashboard settings carry over automatically, and large exports are conveniently delivered via email. Create Segments Directly from Dashboard WidgetsBuild user or account segments right from your dashboard, no CSV download or manual upload required. Turn real-time insights into actionable segments for personalized engagement, instantly. Easy to use widgets in dashboard widgets. Better Data Access with PX APIs Access Product First Seen and Last Seen AttributesGain a clearer view of user journeys with new API attributes for Product First Seen and Product Last Seen. These give you product-level usage timelines for more accurate reporting and easier integrations with external analytics systems. Admin & SDK Enhancements  PX in Iframes - Fully SupportedPX now works seamlessly in embedded or nested iframes. New SDK settings ensure Mapper, Editor, In-App Hub (formerly KC Bot), and engagements function correctly even when the top page doesn’t host the PX tag.That means smoother tracking, consistent analytics, and a better authoring experience,  especially for complex, multi-layered applications. Quality-of-Life Improvements Open Links in a New TabNow you can right-click a user profile in any PX table and choose Open link in a new tab to view details without losing current context.A small change, but a big win for multitaskers. Want to dive deeper?Check out the full Release Notes for screenshots, setup details, and FAQs.Tell us what you’re most excited about — we’d love to hear from you. 👇 

Enhance your community experience via secure connections to other relevant applications.  Secure API Connectors are now available, letting you bring data and actions from external systems like Salesforce, Aha! Ideas, Statuspage, or your own APIs into your community frontend via a secure server-side proxy. This means you can bring valuable data and functionality from other platforms straight into your community experience without ever exposing sensitive credentials. Here’s What’s NewCall external APIs directly from your community using a secure, server-side proxy Safely store API keys and tokens with encrypted, server-side secrets management Create custom connectors to integrate with your own or third-party systems Reference credentials securely with {{ get_secret('name') }} Bring real-time data or interactions into your community through HTML widgetsLeverage the Integrations page to set up Secure APIs.  Secure API Connectors are available as part of the Integrations section in Customer Communities Control.For existing customers, access is tied to the same permissions used for the Integrations area. If you already have access to Integrations > Connectors or Secrets, you’ll see the new Secure API Connectors functionality automatically — no additional enablement required. For new customers, the Connectors area will start as an empty slate, meaning you’ll need to create your first connector to begin using it.No additional purchase or license activation is needed if your community already includes the Integrations module. Set Up in MinutesConfigure Secrets Go to Customer Communities Control > Integrations > Secrets Click Add New Secret, give it a name, and securely store your API key or token Create a Connector Navigate to Integrations > Connectors Click Create New Connector > Custom Connector Define your API endpoint, authentication method, and parameters Add to Your Community Use an HTML Widget to connect your page to the configured API Display or send data securely — all handled through the backend proxy Shoutout to the Beta Crew!Big thanks to ​the crew of beta testers who put Secure API Connectors through its paces. Your feedback helped ​@marekkoszlak ​​​​and the rest of Gainsight’s Product and Development team polish the experience for communities everywhere. 👉 Check out the Release Notes for more information.💬 Have a question for our team? Drop a comment below! 

We wrapped up our Gainsight CS Q3 Release Webinar, and it was packed with exciting updates designed to give you more flexibility, control, and confidence in every workflow. A special shoutout to all of our Product Managers who joined—and especially Vijay and Ritika who gave live demos of Copilot and Journey Orchestrator. If you missed it, want to revisit, or share with teammates who weren’t able to attend live, check out the on-demand recording.Here’s a quick look at what we covered:Journey Orchestrator: Showed how you can now edit Active Programs with greater control and flexibility. Copilot: Demonstrated how Copilot pulls from additional data sources for smarter, more contextual answers, and introduced new features like Key Definitions and a Prompt Library. Spaces: Highlighted how the new Attachments Widget makes collaboration even easier. Workflow Improvements: Walked through simplified Cockpit/CTA and Customer Goals setup to help teams stay consistent and efficient. Salesforce Lightning Components: Showed new ways to bring Gainsight CS workflows directly into Salesforce. Skilljar Education Widget in C360: Introduced how learning data from Skilljar can now be surfaced directly within Gainsight. Staircase: Walked through exciting updates to Staircase AI, including our new Expansion Analysis, which helps teams uncover and prioritize revenue opportunities from their existing customer base.Which new feature are you most excited to try out in your day-to-day work? Let us know in the comments.