Product Updates

The tools we use are crucial to maintaining a healthy, engaging, and safe environment. That's why we're excited to announce a significant update to the Topic Moderation Page (TMP) - a major milestone in our suite of moderation tools. A Technical Leap Forward 🤓It all started with a vision to enhance the TMP by reducing defects, using new technologies and ensuring feature parity across different content types. This change was driven by our commitment to innovation and delivering the best possible experience for our moderators and community managers. Preserving Core Functionalities. Understanding the importance of continuity, we ensured that all essential functionalities of the existing TMP are retained in the new version. However, to align with our goals of efficiency and modernisation, certain features like the IP popup, Profile popup, and tracking of personal unread replies with a scroll to new reply function were not carried forward. This decision was made considering the high implementation cost and our focus on more impactful features.  Short-Term Benefits: Enhanced Experience. Immediately, we should notice fewer bugs and small yet significant UI improvements. We are also adding functionalities like attachments in Product Updates and ideas on control and destination, enhancing the moderation process's versatility and effectiveness. Long-Term Benefits: A Foundation for Future Growth. Looking ahead, the refactored TMP sets the stage for rapid and seamless integration of new features. It opens up possibilities for moderating additional content types such as educational materials or event-related discussions. Moreover, the redesigned UX/UI will not only make moderation more intuitive but also more enjoyable.  Celebrating Progress and Team Effort 🚀The team's dedication and collaborative spirit have been the driving forces behind this successful refactoring. The new TMP is the team’s commitment to our community managers and moderators, to provide the best tools to foster vibrant and safe online communities.This update is a significant step forward in that journey, and we're excited about the future possibilities it unlocks! Thank you all for your ongoing support and feedback, which have been and is invaluable in this process 🙌

We're excited to announce that our AI features for community managers are now in open beta!This means that everyone is invited to opt-in and take it for a spin - no need to sign up here. For more information, check out this product update  The buzzword of 2023 has to be ✨ AI ✨ With so much potential and endless possibilities, it is hard not to think about AI 24/7! We’ve been working hard to build meaningful and impactful AI features that will make it easier for you to do your job effectively. Today, we’re excited to roll out a beta program for THREE community-specific AI features. Join the beta and be the first to experience the power of generative AI in your community! Want an inside look at what is coming? Keep reading!Email GeneratorIt has never been easier to start using our Email Campaigns feature! Leverage generative AI to draft email content and kickstart the email creation process with just a few simple prompts.Content AssistDraft and publish community content using generative AI to simplify how you create powerful self-serve resources. Use this easy-to-use tool to draft Knowledge Base articles and Product Updates to accelerate workflows and improve resources.(Do you think we used Content Assist to write this?! 😏)Tag AssistImprove how your community members search and find content with AI-suggested public tagging based on the community topic and content. This feature will populate relevant metadata on new topics ensuring that content is categorized appropriately.Which feature are you looking forward to most? Let us know in the comments below and remember to join the waitlist so you can try it out for yourself!

Welcome to Gainsight Customer Education’s Product Updates debut—your go-to destination for key content about our latest feature releases and launches.  Our Customer Education product gives you a powerful and scalable way to onboard and educate your customers. With built-in course authoring tools, analytics, advanced customization capabilities, and powerful integrations, you can deliver learning experiences that not only drive product and customer retention, but make your customer-facing teams more productive.  And we’re excited to use this community to continue collecting feedback—from you!—influence our product and make it even easier to deliver digital customer education.  We’re excited to use community to continue collecting feedback to influence the roadmap Let’s dive into some new features and updates to Gainsight Customer Education! New Feature: Learner Transcripts for Admins Managing your learners just got easier and more streamlined. Introducing Learner Transcripts for Admins.  With Learner Transcripts, you have a centralized and comprehensive summary of every learner’s engagement with your academy, including details around courses they’ve taken, completion dates, progress, and certifications. Not only will this make it easier for you to manage your learners and monitor their progress, but it’ll win you time back to focus on more high-value tasks that ensure your customers are happy, like success planning and proactive support.  Want to learn more about admin transcripts? Check out this article. Feature Update: Instructor-led Training (ILT) We’ve made a handful of updates to instructor-led training (ILT) that aim to streamline your administrative process, including a refreshed UI to make it consistent with the rest of the Customer Education product.   Additional updates:   More data: You now have access to more insights into ILT engagement, including session count, next session, and status Streamlined event creation experience: We’ve broken the creation process into steps, so you no longer have to enter all of the event’s details at once  Delete events: You can now delete events Want to learn more about ILTs? Check out this article. Heads Up: Your Login Experience Has Changed Your login experience looks a bit different. Here’s what you can expect:  Instead of the legacy login screen where you’re prompted to enter your email address and password, you’ll see a simpler screen asking just for your email.   When you enter your email address, our platform will direct you to the appropriate authentication flow based on your account. Why did we do this? It’s our first step toward integrating Customer Education into the greater Gainsight universe, so you get the most seamless experience possible. And more changes are coming soon, including a new navigation and more intuitive ways to switch between your accounts and Gainsight products. What do you think? We’re always open to feedback, so let us know what you think in the comments! If you want to learn more about Gainsight Customer Education and best practices, the Share Industry Knowledge and Discuss Product Features forums are now open. 

Gainsight first announced Horizon AI back in 2021 and we haven’t looked back. In fact, we’ve continued to double down and push the boundaries to make Horizon AI more - more tangible, meaningful and effective for our users. Today, we’re introducing new AI capabilities: Meeting Assist, Takeaways, and Cheat Sheet. To learn more about these features, watch the recording and read the Q&A from our customer webinar! With Meeting Assist, skip the mundane and time consuming tasks of taking & transcribing customer call notes into Gainsight. Automatically generate an AI-powered summary of your calls, create Tasks instantly for recommended follow up actions, as well as gather pre-identify risks. Available today for Gong.io calls, with future integrations coming soon. See it in action below!  Leverage Takeaways to surface an aggregated summary of recurring customer feedback and opinions, automatically searching and summarizing customer insights from survey responses as well as Timeline entries. View key themes, positive and negative sentiment, and drill into specific responses to better focus your team's efforts. Check it out below!  Use your trusty Cheat Sheet to get a quick look at your customer’s key data points, including an overall summary recap, renewal discussion insights, strategic priorities, key projects, and more surfaced from all the customer data in your Timeline. Catch up on newly assigned customers, clue in an executive to critical customer data, or just refresh your memory with ease. See it yourself! We’re Putting the Control in Your HandsYour security and privacy is paramount. That’s why we’re releasing built-in controls that give your admins the ability to toggle generative AI on or off. These features will not be automatically turned on.  Visit the Horizon AI settings page under Administration and just flip the switch to unleash the power of Horizon AI today! 

Your community should be the go-to place for users seeking information and support. By leveraging a seamless search experience to surface relevant and accurate results, you can empower your customers to self-serve. In an effort to build the most user-friendly search tool, we’ve made two important enhancements that make searching your community smoother and more efficient. What’s New? Knowledge Base Category Filters in Search Results:Ensure that the right help documentation is surfaced with new Knowledge Base category filters. Users can fine-tune their search directly on the search results page by selecting relevant Knowledge Base categories. Easily add or remove category filters to narrow results and stop the endless sifting.  Pre-Applied Category Filters for Specific Searches:Searching your community just got a lot simpler. When a customer searches within a community or Knowledge Base category, we automatically apply the right filters on the 'all results' page, saving your users time and making it even easier to find accurate results. We hope these improvements make your community even more intuitive and enjoyable. Thanks for being a part of our journey to enhance and refine the user experience further. Got any thoughts or suggestions? We're all ears! 

Welcome to Product Updates in the Gainsight community! In this section, we’ll post key content around our latest feature releases and launches, and share what’s coming soon across Gainsight’s product offerings.  Hubspot & Gainsight: A Perfect Pair 🤝 If your organization uses Hubspot CRM, then we've got an exciting announcement for you! Gainsight has made a significant enhancement to our HubSpot Connector, improving how your teams can sync data bi-directionally between Gainsight and Hubspot. This update expands the number of objects supported by the integration, adds new bi-directional flows, and keeps your teams up to speed on customer activity across your tech stack. Check it out for yourself in the quick video below 👇  Use this enhancement to:Improve Data Hygiene: Deep, bi-directional sync eliminates data gaps, making it easier for your teams to share crucial customer data. This paves the way for maximizing customer retention and expansion. Empower Go-to-Market Collaboration: Seamlessly push data into HubSpot, sharing critical metrics like NPS, customer sentiment, health scores, risks, plans and insights. Customer Success Managers and Account Managers can strategically plan outreach sequences, backed by account health, sentiment, and renewal insights. Your go-to-market teams can proactively strategize renewals, bolstering gross revenue retention. Enhance Productivity: Sales, Marketing, and Customer Success teams can stay focused on their respective systems of record, without missing a beat. The integration offers bi-directional visibility into notes, emails, and other customer touch points across both systems, keeping teams informed and aligned.  Activate the ConnectorGet started by reviewing documentation from Gainsight related to configuration of the HubSpot Connector, and install the connector in your Gainsight instance via: Administration -> Connectors 2.0 -> Connections -> Create New Connection. More Resources🗓 Webinar| Gainsight + Hubspot: The Perfect Integration for a Holistic Customer View 📋 Hubspot-Gainsight Partnership: 4 Ways Integration Drives Value 🗞 Press Release: Gainsight Deepens Hubspot Partnership with New Integration We're excited to see the new HubSpot Connector make our customers workflows easier, and cross-functional efforts more successful. Let us know how you are leveraging the new connector in the comments!

On the heels of our Segments release, we are pumped to announce that Email Campaigns are now available! Email Campaigns empower community managers to boost engagement and drive community participation with an easy-to-use email solution. Leverage Segments to create a dynamic list of members based on criteria such as user role, last activity, registration date, etc., and send targeted Email Campaigns to guide members back to your community regularly. What’s new?Send one-off emailsHave an occasional email you want to send to your community members, for example promoting an upcoming event? With one-off emails, it is easy to build and send an email to recipients who match your recipient filters. Unlike automated emails, one-off emails will pull the recipient at a given time (upon creation or when scheduled to do so) and send out the email to this audience once. Learn more about how one-off emails work here.  Send automated email campaignsAutomated emails, on the other hand, will dynamically pull the recipient list every hour and trigger the email send as soon as a user matches the set criteria. For example, if you’re running an automated onboarding email campaign, the campaign can trigger an email to send when a user registered exactly 7 days ago. While each individual user will only receive the email once, the campaign dynamically updates the recipient list and sends emails as new users hit the necessary thresholds or requirements. Check out this article for more information and examples of automated email campaigns. Use Segments to target usersDynamically group community members based on set criteria using the Segments feature and easily select that segment as the target audience for your one-off email campaign (coming soon for automated campaigns). This makes it easy to send timely emails, leveraging the rich content that already exists on your community, to drive engagement and help scale digital programs like onboarding.Follow these steps to start building your first segment today, or use one of the adoption flywheel segments we already built for you! Customize your email templates & themesCreate a consistent experience for your community members by customizing the email theme. Set items like the ‘wrapper’ and footer, add your logo or custom header, and adjust the content area to look and feel like your brand.  The possibilities are endless!Together, Segments and Email Campaigns unlocks the ability to continuously connect with your community. There are many different use cases, but let’s look at a few that you can get started with today.Use an automated onboarding email flow every 7, 14, and 30 days to welcome members to your community, educate them on how to use the space, and build positive user habits. Send automated reactivation emails to members that have been inactive for more than 30 days. Build automated adoption email campaigns to drive adoption of different community features like groups.  Create a monthly community digest email recapping the top content. Promote upcoming events and important announcements. Easily invite and communicate with beta testers to seamlessly run beta programs.We hope you are as excited about Email Campaigns & Segments as we are! We would love to hear how you’re using these new features. Drop a comment below with any fun use cases or feedback! 

Gainsight is excited to announce the addition of a few much-anticipated features and enhancements that will improve Admin and User experience.  The v6.37 release is live in NXT orgs in the EU as of July 22, and for US customers on July 29. Check out the release notes. Some highlights from the NXT release include: Enhanced Email Template Builder: Create and design custom email templates with a comprehensive set of configuration options. Playbook Redesign: This redesign aims to make the creation and discovery of Playbooks significantly easier, empowering admins to streamline their workflow effortlessly.  Create and update Customer Goals via Rules: Strategize and create customer goals with associated Call To Actions (CTAs) and Success Plans (SPs) for comprehensive goal planning. Improved Navigation Menu for Enhanced User Experience: Navigate through different platform sections effortlessly with an improved navigation menu. CSQL Creation: Simplify lead creation by allowing CSMs to create qualified leads from R360, streamlining the process and enhancing user experience. Account-Based Forecasting Improvements: Intuitively hide opportunity views for account-level forecasting, improving the user experience. Chorus.ai Integration: Automatically log meetings from Chorus to Gainsight Timeline as activities. Hubspot Integration Enhancements: Effortlessly ingest engagement data with additional standard jobs. Enhanced Reporting Capabilities: The advancements in reporting empower users like business leaders, customer-facing teams, and administrators to create KPI Reports and view missing data.Multiproduct Release HighlightsSecurity and SSO: Toggle easily between Gainsight products with SSO capability between PX, CS, and Digital Hub for an enhanced user experience, security, and efficiency.  Learn more. Check out the release notes. Some highlights from the SFDC release include:CSQL Creation: Simplify lead creation by allowing CSMs to create qualified leads from R360, streamlining the process and enhancing user experience. Account-Based Forecasting Improvements: Intuitively hide opportunity views for account-level forecasting, improving the user experience. Chorus.ai Integration: Automatically log meetings from Chorus to Gainsight Timeline as activities.​​​​@minh_phan @neelam_mukherjee @shayerisen @anirbandutta 

 📢 The PX July Release is now Live in US and EU Orgs!  Our July release includes new simplification efforts, expanded value, and increased ease of use for key functionality. Check out our release notes for more information.  RELEASE HIGHLIGHTS Improved Email Analytics: Improve email campaign analysis with enhanced analytics, including a summary view and new CTA tab for better understanding of user engagement. User Management Redesign: Efficiently handle user access using the revamped User Management page. Easily view and modify user roles for specific PX functionality. Expanded Draft Mode Allows In-App Editing: Draft Mode guide editing now allows in-app edits, streamlining the process of modifying feature mappings and refining guide engagements before re-launching. Engage Users on Their Preferred Devices: Launch device-specific web app dialog engagement for preferred devices (computers, mobiles, tablets) to enhance clarity, reduce confusion, and improve campaign effectiveness. Throttling in JO-Triggered Engagements: Engagements initiated by Journey Orchestrator (JO) now follow Gainsight PX throttling guidelines.  Redesigned PX Header for Simplified Navigation: Enjoy faster access to support and community resources with a redesigned PX application header, as well as quicker access to switch between PX subscriptions or Gainsight applications.  Reimagined Product Mapper: Boost efficiency with the revamped Product Mapper, making in-app and manual mapping easier.  Z-Index Control for the KC Bot: Use the new Z-Index field to better layer the KC Bot on your application, improving KC Bot visual prioritization for users over other application elements. Customize Content Displayed from Digital Hub: Gainsight Digital Hub (formerly inSided by Gainsight) customers can now utilize the Author Id field to fetch, configure, and display user-specific categories within the KC Bot. Multi-Question Surveys for Mobile: Collect extensive mobile survey feedback with new multi-page single question capabilities. Create multi-question multipage surveys and single-page surveys with multiple questions for a more comprehensive assessment.  ++------------------------------------------------------------------------++RELEASE NOTES++------------------------------------------------------------------------++ FYI  @karl_rumelhart @dstokowski  @minh_phan @MatthewWasley @robert_lakin @Tori Jeffcoat @harshibanka @Umakanth @dileepnalla @kathleenkenny23 @link_black  @skalle @Chandu @aharkut  @anirbandutta @neelam_mukherjee @ecohen @gmichlinFollow this post and/or subscribe to this category to automatically receive updates when new content/document/communication is posted.

Your Digital Hub and Community should look and feel uniquely like your brand. That is why we are excited to release enhanced customization options that empower community managers to customize widgets throughout their Digital Hub. The out-of-the-box customizations are easy to use and require no coding knowledge!What’s New?Customize widgets by adding text and background colors to make your widgets stand out and match the look and feel of your site Enable top margin and adjust top and bottom padding to control the spacing between widgets and improve design flexibilityPlease note that if custom CSS is heavily used in your instance, you may notice some shifts in the existing UI of your instance. Please contact your CSM if you have any questions or need assistance.Get Started!To get started, simply navigate to the homepage or any custom page. Enter customization mode and select the widget you want to add or customize. From there, you can:Add your desired text and background colors - you can choose primary or secondary colors from the theme, or a custom color to make the widget stand out. If you do not specify a color, the widget will use the theme color.  Enable or disable the top margin (spacing between two widgets) - top margin adds space on top of the widget (grey area in the screenshot below.) The theme's background color is used for the margin.  Enable or disable top and bottom padding (spacing within a widget) - padding is the space on top and bottom of a widget’s content (seen in red in the screenshot below). Padding uses the widget’s background color if one of the available options is selected. If not, the color derives from the theme’s background color.  ​​​​​​We hope these enhancements make it even easier for you to create engaging and visually appealing content for your hub. As always, we welcome your feedback and suggestions for future updates.

Dear Community ⭐️ We are happy to announce that we recently worked on improving the way we handle technical content on topic creation 🚀 Why? Many communities have faced challenges with our firewall identifying technical content as malicious, leading to disruptions in the ability to share desired content and engage within the Community. Our Web Application Firewall was in fact blocking content creation when it detected malicious content. Ultimately, this enhancement will be providing our users with more freedom to publish their technical content. What is changing?From now on, when our platform detects malicious content due to technical content, this content will not be immediately blocked but will be detected as spam. Moderators will be able to review that content more efficiently, and it will enable their users to publish the technical they want. What about security? We've always been committed to offering a secure platform for all our users, and this remain a priority to us. Therefore, we are still doing security checks (AWS WAF and Akismet). But instead of rejecting the content, we are redirecting it as spam so moderators can still approve or reject the content.  What does that mean for me, moderator and /or community managers?You may observe an increase in content classified as spam, since posts that would have previously been blocked will now reach this queue.  Also, note that if the spam check is disabled in the Spam detection settings page, you will not receive this content as spam. If you trust your community and your community is technical, we recommend turning disabling the spam checker. We hope that these changes will enable us to maintain our security standards while providing a more fluid user experience for our technical content creators. We are confident that this new process will greatly reduce the incidence of false positives, ensuring that valuable discussions and information are not lost ⭐️Your feedback is always valuable in driving these improvements, and we're grateful for your continued support 🙌 For any questions or further clarification regarding this update, please feel free to reply in comments! 

After much consideration on the level of support that we want to offer to Admins related to transitioning to Horizon Rules Engine, we have decided to move the bionic rules deprecation dates out to allow one full year post-GA of Horizon Rules Engine before the deprecation of bionic rules. The new schedule for deprecation of bionic and auto-migration of bionic to Horizon Rules is as follows: July 2023 Release: New tenants will only be provisioned with Horizon Rules Engine.  Please note exceptions can be allowed for existing customers with a new Sandbox provisioning use case. January 2024 Release: Admins will no longer be able to create new bionic rules, only Horizon rules Please note existing bionic rules will continue to function and remain editable. January 2024 Release Dates:  EU & US2 Release Date: January 20th, 2024 US1 Release Date: January 27th, 2024 April 2024 Release: Gainsight will begin auto-migration of remaining Bionic to Horizon rules post the April release beginning in May 2024.  More details to come leading up to auto-migration.  Please note bionic rules will no longer exist after the auto-migration. Gainsight is committed to continuously improving our product to meet your evolving needs and, as such, we will continue to implement enhancements based on the feedback received and communicate these enhancements via our Release Notes. We also are working on a comprehensive Admin Support plan that includes (but is not limited to): Additional training module (specifically for Rule migrations) Dedicated Rules Engine monthly office hours Continually updated Community posts related to bugs & parity, tips & tricks, and best practices In the meantime, if you’d like more information regarding Horizon Rules, please check out the following resources:Horizon Rules Engine Overview Change Management Article Horizon Rules Engine Training Course FAQQUESTIONSIf you have any configuration-related questions, we encourage you to attend one of our weekly Admin Office Hours sessions or contact support@gainsight.com for any issues. Thank you! 

The product feedback dashboard give you an overview on how well you’re delivering on the ideas and now you can also track which customers submitted and voted for the ideas you work on. Filtering for users at a customer (company) level is only possible if you have the Salesforce Integration to link community members to their organization. So if you don't have the SFDC integration enabled, we can't display the list of companies. If you want to allow SFDC integration, don't hesitate to contact us. At the bottom of the dashboard you can find ideation trends table, with a ranked list of ideas on the number of votes, replies and views gathered. You can also see which customer submitted the idea in the Created by column. When any company is selected in the Company filter at the top of the Dashboard ideation trends table give you additional insights: votes, replies and view for each idea shows you 3 KPIs:votes/replies/views assigned to the selected company, total votes/replies/views the % of the company votes/replies/views in total votes/replies/viewsKeep in mind that data in the table shows votes/ replies and views done in the selected time range. To see all votes/ replies and views related to the idea, select the time range from idea creation date till now.   

We wanted to address an issue that occurred in our recent Release Heads-up communication (Subject: Coming Soon from Gainsight: Multi-product July Release!) that you may have received on July 11th. Unfortunately, the High Level Product Release Summary links included in the email were broken, rendering them inaccessible upon clicking. To ensure that you receive the intended information and can access the resources seamlessly, we are providing the correct links below:CS: NXT High-Level Product Release Summary CS: SFDC High-Level Product Release Summary PX: High-Level Product Release Summary Digital Hub: High Level Product Release SummaryWe apologize for any inconvenience or disruption this may have caused. Thank you for your continued support! 

We wanted to reach out to address an issue that occurred in our recent Release Heads-up communication (Subject: Coming Soon from Gainsight: Multi-product July Release!) that you may have received on July 11th. Unfortunately, the High Level Product Release Summary links included in the email were broken, rendering them inaccessible upon clicking. To ensure that you receive the intended information and can access the resources seamlessly, we are providing the correct links below:CS: NXT High-Level Product Release Summary CS: SFDC High-Level Product Release Summary PX: High-Level Product Release Summary Digital Hub: High Level Product Release SummaryWe apologize for any inconvenience or disruption this may have caused. Thank you for your continued support!  

All NXT customers will be auto-migrated to the new C/R360 experience with the respective July Release dates. EU & US2: July 22nd, 2023 US1: July 29th, 2023Important: If you have already transitioned to the new C/R360, congrats, you are all set! If you are still working in the preview phase of the new C/R360, you must complete the final migration step to the new layouts before the auto-migration date, or else all changes you have made to the converted layouts as well as any new layouts you have created, will be lost. Select “Activate” to retain work you have done to layouts while in the “Optimize and Preview” phase. See screenshot below. Looking for resources? Check out the video below demonstrating the process or review our Change Document. If you have any additional questions, please reach out to your CSM or TAM (if you have an active engagement with Professional Services). 

All NXT customers will be auto-migrated to the new C/R360 experience with the respective July Release dates. EU & US2: July 22nd, 2023 US1: July 29th, 2023Important: If you have already transitioned to the new C/R360, congrats, you are all set! If you are still working in the preview phase of the new C/R360, you must complete the final migration step to the new layouts before the auto-migration date, or else all changes you have made to the converted layouts as well as any new layouts you have created, will be lost. Select “Activate” to retain work you have done to layouts while in the “Optimize and Preview” phase. See screenshot below. Looking for more resources? Check out this video demonstrating the process or review our Change Document. If you have any additional questions, please reach out to your CSM or TAM (if you have an active engagement with Professional Services). 

Recently released, Horizon Rules Engine provides an intuitive experience for defining, managing, and executing Rules. This further enables data-driven decision making throughout your entire organization.Now that it’s available, we’d like to provide you with an update regarding next steps. NEED TO KNOWGainsight Admins will no longer be able to create Bionic Rules after the October release.  EU & US2 Release Date: October 21, 2023 US1 Release Date: October 28th, 2023Please note that until full deprecation of Bionic rules in 2024:Existing Bionic rules will continue to function and  Bionic Rules will still be able to be edited . For existing Bionic Rules, there are two options for converting these rules to Horizon: Self-Migration - With our April release, we also enabled a Rules Migration feature. This feature allows admins the ability to: Test Horizon Rules Self-migrate existing Bionic Rules to Horizon Rules View overall migration details in the Migration Logs We highly recommend you begin using Horizon Rules for all new rule builds, and use the Rules Migration feature to self-migrate Bionic to Horizon Rules prior to February 2024. For instructions on how to do so, please read Migrate Bionic Rules to Horizon Rules.Auto-Migration - Gainsight will begin auto-migration of remaining Bionic to Horizon rules in phases beginning in February 2024. More details to come leading up to the February 2024 date.  Please note Bionic Rules will no longer exist after the auto-migration. Gainsight is committed to continuously improving our product to meet your evolving needs and, as such, we will continue to implement enhancements based on the feedback received and communicate these enhancements via our Release Notes. In the meantime, if you’d like more information regarding Horizon Rules, please check out the following resources:Horizon Rules Engine Overview Change Management Article FAQQUESTIONSIf you have any configuration related questions, we encourage you to attend one of our weekly Admin Office Hours sessions or contact support@gainsight.com for any issues. Thank you! 

Communities have thousands, sometimes even millions of members, and they want (even expect) tailored customer experiences that are built specifically for them. In order to better understand how your user base is distributed in terms of adoption, engagement, and demographics, as well as the ability to take action on them, we’re launching our new Segments feature!Segments allow you to dynamically group community members based on set criteria, easily see how segments relate to each other and allow you to take action on each segment using our upcoming Email Campaigns feature.  What is a segment?A segment is a group of users, who all match a set of filters. Segments update automatically as soon as customers match or stop matching, the filters you’ve defined. For example, you might want to create a group of users who have ‘customer success’ in their job title, and who have all signed up less than 7 days ago. Instead of manually pulling this list or adding the filters each time you want to engage this group, you can simply select the segment and know it is up-to-date!Getting startedTo make sure you hit the ground running, we’ve already set up 5 adoption flywheel segments for you. You can easily change the filters for these flywheel segments to make them more specific to your community.Here’s some other great examples for segments:Demographics segmentsEmployees (all users with a Logo Ipsum email address)Email contains @logoipsum.com   Customer Success users (all users that selected Customer Success in the Department field)Department equals Customer Success AND Primary role is Registered user Product people (all users with ‘product’ in their job title field)Job title contains product AND Primary role is Registered user  Non-US customers (all users where Country is not US)Country is not US AND Primary role is Registered userEngagement segmentsUsers that are not a member of a groupGroups is empty AND Primary role is Registered user Users without a badgeBadge is empty AND Primary role is Registered user Active in the last 30 daysLast activity is Less than 30 days AND Primary role is Registered userOrganizational segmentsUsers without a custom roleCustom role is empty AND Primary role is Registered user Users pending approvalPrimary role is Pending approvalReady to create your first segment? Follow these steps! Send email campaigns to segmentsReady to engage a specific segment? With our upcoming Email Campaigns feature, currently in open beta, it is easy to engage your audience and boost community participation with tailored and timely emails. Send one-off or automated emails to your selected segment to easily scale digital onboarding or customer re-engagement programs, to name a few examples, leveraging the rich content that already exists on your community.To take Email Campaigns for a spin, head to the Experimental Features section and toggle it on! Coming soon: Enriched user profiles for Gainsight CS customersOn top of the user properties that are native to the Digital Hub, we are also enriching the profile fields with customer data from CS. This means that if you are also using Gainsight CS, you can auto-populate fields like Company, Health score, CSM, Lifecycle stage, and more. These allow you to get much better insights into your user base, take more appropriate actions knowing that a customer might be at risk, as well as create segments like Onboarding customers, Jake’s (CSM) customers, and Customers at risk. Stay tuned for more updates on this! We’re just scratching the surface on how to use Segments throughout Digital Hub. Have any ideas on how you’d like to leverage Segments? Drop them below! ⬇️

Table of Contents:Released Recently: New Feature: Custom Pages New Gainsight CS Connection: Community Metrics New Feature: Reported Content New Feature: Trash Can Overview New Integration: Intercom Enhanced Integration: Zapier Enhanced Integration: Thought Industries Enhanced Integration: Salesforce Open Beta: Segments & Email Campaigns Coming Soon: Expanded category hierarchy to support multiple products Multi-language support Updates to event creation and management Improved destination experience for events Product switcher and SSO in control Buckle in folks, we have a lot to cover! Let’s start with an exciting announcement! inSided is now Gainsight Digital Hub! 🚀 🎉 🙌 🤩 Can you tell we’re pumped about this?!We’ve collected a ton of feedback from you and conducted extensive market research, and uncovered a key challenge that we believe Gainsight is perfectly positioned to address. Today’s digital customer experiences are disjointed and confusing. Users lack a single, predictable location to turn to for the self-serve resources and influential community content they need to deeply engage and adopt your product. Gainsight Digital Hub brings your self-serve resources and product best practices together in a centralized destination to create powerful, personalized customer experiences that drive adoption, retention, and engagement. We have big plans for how we will grow and expand this new product line (we’ll dive into the big roadmap items below!)What does this change mean for you?First, we want to reassure you that the product, functionality, pricing, and packaging are not changing. The only thing changing at this time is the name. The community solutions that you know and love are here to stay. We will simply be expanding the solution to be a true hub for your customers.For those with a very keen eye, you may notice slight brand adjustments in the navigation, color choices, and of course, a brand new logo in control. If you have any questions, you can still turn to the inSpired Community! We’re still hanging out here, so you should too!Now onto the roadmap! Our team was busy this past quarter releasing some really awesome features, integrations, and enhancements. Let’s take a look! Released Recently:New Feature: Custom PagesTo provide you with even more flexibility and robust customization options, we released Custom Pages! Custom Pages allow you to build out your digital hub experience to fit your business needs with standalone, customizable pages that can be linked to/from anywhere using a unique URL. You can leverage this functionality to create pages tailored to specific personas, product areas, event promotions, onboarding guides, and more.New Gainsight CS Connection: Community MetricsLeveraging a seamless connector between Gainsight CS and Digital Hub, you’ll be able to surface valuable community metrics directly into the Gainsight C360 dashboard. This data can be used to influence health scores, identify at-risk accounts, gauge product sentiment, and collect real-time feedback from end users.New Feature: Reported ContentThe new Reported Content feature allows end-users to report content. Reported content is surfaced in a new moderation overview page called “Reported” in control. Community managers now have access to enhanced moderation capabilities with a more robust moderation flow of the reported content submitted by community users.New Feature: Trash Can OverviewThe new Trash Can Overview page enables you to better moderate your content to keep your community clean and relevant. On top of Articles, Questions, and Conversations, moderators can now restore or permanently delete topics and replies on Ideas and Product Updates. The new overview page also includes the ability to permanently delete and restore content in bulk, and empty the entire trash can in one click! New Integration: IntercomThe new native Intercom integration allows users to seamlessly search for Intercom Help Center content directly in your digital hub using Federated Search. With the new Create an Intercom Conversation button, you can quickly escalate community posts to Intercom Conversations for quicker support. Enhanced Integration: ZapierOur Zapier integration enables you to securely trigger workflows based on community activities and connect other apps to trigger behaviors on Digital Hub. With this enhancement, you no longer need to store API credentials in Zapier in order to use the API, making it immensely safer and more secure. The enhancements also provide extended functionality because you are not limited by the inbuilt Zapier events. Enhanced Integration: Thought IndustriesOur new Federated Search integration for Thought Industries allows your community members to simultaneously search through your community content and your Thought Industries courses, providing a single place to access all of your educational and support information. Enhanced Integration: SalesforceWe’ve updated the Federated Search capabilities with Salesforce. You can now pull in the knowledge content that you publish on your custom domain using Salesforce cloud experiences. This also allows you to aggregate content that is gated behind a login wall in your customer hub, for example, the content that you enabled only for specific groups of users on your SFDC customer or partner channels. Open Beta: Segments & Email CampaignsSegments & Email Campaigns empower you to boost engagement and drive community participation with an easy-to-use email solution. Using Segments, you can create a dynamic list of members based on criteria such as user role, last activity, registration date, etc. Send targeted one-off or automated Emails Campaigns to this list of members based on their user behavior to engage them and guide them to the community. Easily scale digital onboarding or customer re-engagement programs leveraging the rich content that already exists on your community.Now let’s dive into what we are working on next! Coming Soon:Expanded category hierarchy to support multiple productsAs your business and products continue to grow, there is a need for a more flexible content structure that can support multiple products in a single, centralized destination. We are expanding our categorization hierarchy to enable you to organize categories in a way that makes sense for your business.  Multi-language supportYour community is as global as your product, and users want to be able to consume content in their own language. But translating and managing multiple languages is A LOT of work. We’re exploring ways to help the small, but mighty communities address this problem in a big way. You can look forward to features like a language picker in Destination and the ability to edit phrases in different languages.Updates to event creation and managementAs events take an increasingly more significant role in your community and CS strategy so grows the need to offer a more robust and scalable Events solution. That’s why we’ll make event creation and management much smoother and more efficient, by allowing you to save events as a draft, schedule them in the future, preview events, and duplicate events.Improved destination experience for eventsWe’ll be bringing customization mode to Events so that you can customize this page with additional widgets, callouts, banners, etc. We’ll also bring the Events overview more in line with the Product Updates overview by adding filtering options and pagination. Product switcher and SSO in controlFor customers that leverage the Gainsight platform, we are building a product switcher to enable users to easily switch between Gainsight CS, Gainsight PX, and Gainsight Digital Hub control interface. Using a new drop-down widget and Single Sign-On (SSO) for automatic authentication, a user can quickly jump between products without needing to log in again. Better together!What do you think?We are always open to feedback. Let us know what you think in the comments! 

The PX Release Notes May 2023  is now available for EU and US customers. As part of this release, we have published the Edit Active Engagements in Draft Mode (NEW) article. We have updated the following list of articles. Configure PX Dashboards Product Mapper® Overview Automatic Product Instrumentation using Suggestion Mode Instrument Your Product Manually using Product Mapper Instrument Your Product using In-App Mapper Create Engagements for Mobile App Accounts and Audience Explorer User Preferences for Tracking and Engagement Additional Features in Product Mapper Widgets in Gainsight PX Preview the Estimated Target Audience Create Email Engagement Trigger Email Engagements Based on In-App Engagement Rules ***Follow this post and/or subscribe to this category to automatically receive updates when new content/document/communication is posted.*** FYI @anirbandutta @minh_phan @neelam_mukherjee  @Adrian Raposo @skalle @Chandu @aharkut @dstokowski @mickey @harshibanka 

The PX May Release is now Live in US and EU Orgs!  We have delivered new features and enhancements to help you get started faster and simplify your PX user experience. Check out our release notes for more information. RELEASE HIGHLIGHTSImproved Engagement Management with Draft Mode: Using the new Draft Mode, you can now make edits to active engagements without pausing or affecting the live version. Simply turn on Draft Mode, make your edits, and publish your changes. View Audience Targeting Estimates for Engagements: Optimizing your targeting strategy just got easier. With the new Preview option, you can estimate the potential target audience before launching an in-app engagement - even with complex audience rules.  Enhanced Performance Analysis with Query Builder: With the new Group By options and the ability to analyze all qualifying custom events, you can now conduct in-depth performance analysis of Features, Engagements, and Custom Events using Query Builder. Streamlined Search with New Filters in Product Mapper: New Filters in the Product Feature Tree offer a quick and efficient way of searching for features and modules using multiple criteria. Analyze Desktop Data with New Widgets: Use two new Desktop dashboard widgets to gain insights into desktop application versions and operating system environments.  ++------------------------------------------------------------------------++RELEASE NOTES++------------------------------------------------------------------------++ FYI  @karl_rumelhart @dstokowski  @minh_phan @MatthewWasley @robert_lakin @Tori Jeffcoat @harshibanka @Umakanth @dileepnalla @kathleenkenny23 @link_black  @skalle @Chandu @aharkut  @anirbandutta @neelam_mukherjee @ecohen @gmichlin Follow this post and/or subscribe to this category to automatically receive updates when new content/document/communication is posted.

Gainsight is excited to announce the addition of a few much-anticipated features and enhancements that will improve Admin and User experience. NXT UpdatesThe v6.36 release is live in NXT orgs in the EU as of April 29, and for US customers on May 06. Check out the release notes. Some highlights from the NXT release includeHorizon Rules Engine: Experience the redesigned Horizon Rules Engine with an intuitive and appealing UI. The new and improved Rules Engine will allow admins to build and understand rules easily with an improved data preparation experience, visual action setup and more. Learn more. Product Requests and Aha! Integration: Gainsight’s Product Requests feature and Aha! applications are now integrated bi-directionally. Information will flow seamlessly between Gainsight and Aha! application with this integration making it easier for Product Managers, who use the Aha! application, to collaborate with Customer Success Managers and prioritize customer enhancement requests. Learn more.IMPORTANT: This feature will be available on or before May 12, 2023. CS-inSided Integration: The Gainsight platform will enable customers to integrate Gainsight CS with inSided to exchange information bi-directionally.  This will allow Product Owners to gather information about their products directly from their community driving customer success. Consumers of C360 will be able to access important data points, insights, and analytics from Community as standard widgets or as inputs to existing metrics. Unification for Scalable Person Merge: This new feature (open BETA) will make it easy to identify the same Company and Person records. The records that are being used across multiple data sources can be unified into a single record. This will help resolve issues such as data duplication and insufficient data that result in incorrect data analysis leading to inaccurate reports. Note: The name of the feature can change. Learn more. Gainsight-to-Hubspot Data Sync via Rules: Data synchronization between Hubspot and Gainsight CS will be possible via Rules Engine. This will help both Sales and Customer Service teams have access to the same data. HubSpot CRM admins can continue to ingest data from objects like Company, Contact, Deals, and Engagements after activating HubSpot connector. This can be done with the help of jobs. Using Gainsight's Load to HubSpot action, admins can also return data back into HubSpot objects. Learn more. Connect Multiple PX Subscriptions to a CS Instance: Customers may use several PX subscriptions for different products they offer. They can manage and track product usage insights for all their PX subscriptions from a single CS subscription. This helps to streamline the process of product metric tracking of multiple products. Learn more.___________________________________________________________SDFC UpdatesIMPORTANT NOTIFICATION! All SFDC Edition customers can now access the enhancements included in this release. Despite the non-deployment of version 6.36, all changes are applicable in version 6.35.1. Please note that version 6.35.1 has already been pushed to all customers who opted in for the auto-upgrade.Check out the release notes. Some highlights from the SFDC release include:Account Based Forecasting Reports for Executives: The Executive Dashboard for Net Retention will be available for Executive CSMs. The dashboard will display all account-based forecasting metrics in the form of charts and graphs. Visualizing risks and opportunities will help executives make informed business decisions in a minimum amount of time. Learn more. IMPORTANT:  Only available to tenants who have purchased Renewal Center as an add-on. Customers' Email Replies No Longer Threaded Together: CSMs sending bulk emails from Email Assist or Journey Orchestrator will receive email replies from each recipient as a separate thread. This will help the CSMs to keep track of the email replies received from different customers.  Follow this post and/or subscribe to this category to automatically receive updates when new content/document/communication is posted.*** FYI @andutta  @minh_phan @neelam_mukherjee  Training & Certification

We are happy to announce the release of the new Trash Can Overview 🥳  Keeping a community clean and relevant is essential for moderators. Wouldn’t be nice to also have a consistent UX/UI across all moderation overviews? We believe so!  What’s new?The major enhancement of this new Trash Can Overview is that it now displays ideas, product updates, as well as replies on ideas and product updates. Therefore, moderators can now restore or permanently delete topics and replies on ideas and product updates. They can do so from the Trash Can Overview itself or from the Topic moderation page (see below)Another great improvement is in the UI/UX consistency across other moderation overviews. Moderators can now bulk delete permanently and bulk restore their content which will help them keeping their community clean and relevant. Bulk delete content permanently Bulk restore content Lastly, reworking on the trash can overview allowed us to set the base for future capabilities enhancement. Spoiler alert:  moderators will soon be able to empty their trash can in one click 🪄 We hope this new version of the Trash Can overview empowers community members to more easily trash their content, and moderate all their content, including Ideas and Product Updates.  For more details on how to trash content, please read our short guide in this article. ⭐️ As always, we would love to hear your thoughts and feedback in the comments! ⭐️  

We are happy to bring you a new feature that allows end-users to report content and includes a new moderation overview in Control with a more robust moderation flow of the reported content submitted by community users.  One of the main focus points for a community team is to ensure that the information shared on the Customer Hub is relevant and accurate and that all user interactions are appropriate. In that context, we want to empower community members to help as an extra pair of eyes and make significant improvements to the community content.The Reported Content Feature allows community members to notify and escalate content to moderators for review. This content could include posts that were not caught by the spam checker or are considered an inappropriate or unprofessional interaction, or the content needs updating or is inaccurate.  The New Reported Content Feature - Key HighlightsIn comparison to the old “flagging feature” you might be familiar with, the new Report Content Feature allows users to report Ideas, replies on Ideas, and Product Updates to moderators.  Furthermore, moderators can see the report reasons submitted by community users when viewing the topic moderation page in Control.  Reported Content Overview Page Another great improvement for moderators is the ability to send a private message to the user(s) who reported a post when they resolve the report directly from the topic page. The message is pre-filled and can be edited by the moderator as they see fit or sent as is.  Resolving content from the topic moderation page Lastly, moderators can now bulk-resolve reported content from the overview when they assess multiple topics that do not need individual moderation. There is also a corresponding public API endpoint to enable additional workflows, but please note that the API call does not send out private messages to reporters.  Bulk- resolve reported content We hope this new version of the flagging feature empowers community members to more easily escalate content for moderators to review and simplifies the moderators’ workflow of handling reported content, as well as streamlines the communication between the two, making your communities a safe and professional space for everyone to enjoy, share and consume information from! Good to know:A private message is automatically sent to the reporter when the moderator ‘resolves’ the reported content. This private message cannot be skipped but can be edited.  For questions, conversations, and articles, the topic moderation page needs to be manually refreshed to not show ‘Reported’ anymore once moderators have resolved content - we’re working on a new page that will not have his issue 💪 If a moderator trashes reported content without resolving it first, the content will still appear in the Reported Content Overview Page. Moderators should resolve the content first and then trash it.  Please note that the Reported Content Overview Page is replacing the deprecated Flagged Overview Page. All reports made by end-users will thus go to the Reported Content Overview Page, and will no longer appear on the Flagged Overview Page.  For more details on how this new feature works, please read our short guide in this article. ⭐️ As always, we would love to hear your thoughts and feedback in the comments! ⭐️