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Gainsight Inc.

Q1 2024 Release Notes for Customer Communities (CC)

Gainsight CC Community homepage Gainsight Community 2024-02-13 at 4.56.02 PM.jpg

The Q1 2024 Customer Communities (CC) Release Notes contain information about product enhancements from February 2024 through April 2024.

Release Date: April 11, 2024

New Features

Deliver a Localized User Experience with Multi-Language Support

Customer Communities is excited to announce multi-language support for all communities. With this enhancement, community users can select and view the interface text in their preferred language. It allows customers to increase engagement with their community of global users, spread across various regions, by delivering a more localized experience. The following multi-language support capabilities are introduced:

Ability to Select Preferred Language in Destination

Community users can select their preferred language from the language picker drop-down list in Destination. Interface text available in phrases and meta data on the community is translated and displayed in the selected language.

Homepage of a community platform with navigation tabs, search bar, and sections titled Welcome, Ask the Community, Learn & Share in German.

Languages available in the drop-down list depend on languages enabled by the Community Manager or Administrator from Control. To enable languages:

  1. Log in to Control.
  2. Navigate to Settings > Languages. The Languages page appears.
  3. From Enable Language, turn on the toggle of the desired languages.

Highlighted language picker dropdown on a community platform showing enabled languages set in the Control settings.

Note:

  • Default language is the language in which the community was created. The default language’s toggle cannot be turned off.
  • Community Managers or Administrators have the option to enable up to 17 languages. Additional languages cannot be added.
Ability to Customize Phrases in Preferred Language

Community Managers or Administrators can customize text in phrases for any language to match brand guidelines or align with cultural requirements. Such customization is limited to the particular language and does not impact phrases in other enabled languages. In the below example, the phrase topics in English language is customized to Diskussionen in German language. The term Diskussionen translates to Discussions in English language. However, this customization does not impact phrase topics when English language is enabled.

Comparison of English and German community interfaces showcasing the Welcome, Ask the Community, and Learn & Share sections.

To customize phrases:

  1. Log in to Destination.
  2. Turn on the Phrases toggle.
  3. Click the edit button. A header field appears.
  4. Enter the new title.
  5. Click SAVE.
  6. Turn off the Phrases toggle. The titles are updated successfully.

Interface of a community forum with editable phrases feature highlighted for language customization and content management.

Furthermore, Community Managers or Administrators can customize phrases content from Control. It is helpful to customize phrases in Destination areas, such as the login page, that cannot be accessed when they are not logged in. To customize phrases from Control:

  1. Log in to Control.
  2. Navigate to Customization > Phrases. The Phrases Overview page appears.
  3. From the language picker drop-down list, select the preferred language.
  4. Navigate to the phrase that you want to customize.
  5. Click Edit. The Edit Phrases screen appears.

Overview of a community platform's customization settings with language options for German, English, French, and Italian.

  1. In the Translation pane, enter the new phrase.
  2. Click Save Changes. The customized phrase appears in Destination.

Editing interface for a community platform showing the translation of forum topics into German.

For latest updates, refer to the community post.

Release Date: April 8, 2024

New Features

Empower Community Managers with Actionable Insights through Control Home (OPEN BETA)

Customer Communities is excited to introduce Control Home, a new default landing page in the Control view. Previously, community managers relied on the Moderation Overview page to manage their community and navigate between topics using filters. However, community management is broader than just moderating content. With Control Home, Customer Communities aims to bring all information and data that matters to community managers upfront. This page is equipped with a variety of out of the box cards that empowers managers to stay on top of all that is happening within their community.

Control Home brings the following benefits to Community Managers:

  • Faster Access to Insights - It serves as an action center where metrics that matter to community managers are available upfront.
  • Proactive Management - It provides immediate insights into areas needing attention for a healthy and vibrant community.

After activating this open beta, Control Home becomes the default landing page for community managers. It is populated with the following cards out of the box:

  1. Summary - Provides an overview of user engagement in the community using metrics such as Post Created, New Registrations, and so on.
  2. Content Overview - Lists all community topics and allows you to sort based on Unread by team, Spam, and Reported.
  3. Pending - Displays the list of pending action items for community managers related to Posts, Users, and Group Requests.
  4. Popular - Shows the most popular content in the last seven days from Topics and Categories.
  5. Recents - Lists the most recently registered Users, published Articles, and created Ideas.
  6. Drafts - Displays articles open in the Draft mode in the community to easily resume tasks where it was left open.
  7. Leaderboard - Shows the Top Users in the last seven days, ranked by points.

Home in Control, the new default page for customers who activate the Open Beta. Different cards are available out of the box, such as Summary, Recents, Content Overview and so on.

Furthermore, community managers can personalize their Control Home to show only those cards which are relevant to their daily community management responsibilities. To customize:

  1. In Home, click Edit Dashboard.
  2. Clear the checkboxes on cards to remove them from Control Home.
  3. (Optional) Drag-and-drop the cards to change their order of appearance.
  4. (Optional) Click Reset to Default to restore the default settings.
  5. Click Apply.

Note: Any changes to the Control Home dashboard are limited to the logged in community manager’s account.

Edit Dashboard dialog box in the Control Home. Drag and drop the card tiles to change their order of appearance.

To activate Home in your Control environment:

  1. Log in to Control.
  2. Navigate to Settings > Open betas.
  3. Turn on the Control Home toggle.

Settings page showing Open Betas section with a focus on Control Home option, described as the new default homepage for managing community content, with a call to action to join the beta group on the Gainsight Community.

Release Date: March 13, 2024

Announcements

Increase Community Engagement with Dynamic Content Widget

Enhance your community's engagement effortlessly with Dynamic Content Widget. This widget automatically updates content based on set rules, thus relieving community managers of efforts to manually configure their community home each time.

Based on the feedback received during the Open Beta program, the following enhancements are made in the Dynamic Content Widget:

  • Unanswered Questions Filter - Bring up unanswered questions to encourage community users to contribute and initiate discussions.
  • Publication Date Filter - Show the latest content published in the time period defined in days.
  • Public Tags Filter - Display content that matches with one or more public tags used in your community.

Community website dashboard showing a 'Join the discussion' forum with user questions, and a configuration sidebar for a 'Dynamic Content Widget' with settings for filtering questions and sorting discussions.

Note: 

  • Previously Open Beta, this widget is now enabled as default and available for all customers.
  • Open Beta program refers to early access to product enhancements for customers to explore and provide feedback for improvements. Enhancements launched under this program are under continuous development and customers might experience instabilities.

For more information on how to configure the widget, refer to the Boost Engagement with Dynamic Content Widget section in the Q4 2023 Release Notes for Customer Communities.

For latest updates, refer to the community post.

Enhancements

Improvements to Quick Links

To modernize and simplify your experience in Destination, we are delighted to introduce the latest improvements to better manage quick links.

  • Streamlined Quick Link Editing: Adding new quick links or editing existing ones is further streamlined. One click opens a pane within the QUICK LINKS slide-out panel instead of a dialog box to make the process of adding or editing quick links easy.

Interface of the Community's homepage featuring Quick Links to Community, Knowledge Base, Ideas, Product Updates, Events, and Groups sections, along with a slide-out panel for adding new Quick Links with card style options.

  • Modernized Quick Link Overview: Overview of quick links is made more visually appealing by replacing the duplicate cards with modern cards. The new modern cards make it effortless to take actions on quick links such as scanning through the list, arranging their order, and editing or deleting them.

Before and after layout comparison of the Community platform interface, showcasing the enhancement from duplicate quick link cards to modern cards that simplify user interactions like scanning, rearranging, and editing.

For latest updates, refer to the community post.

 

Release Date: March 11, 2024

Enhancements

Customization Mode for Events

IMPORTANT: Events customizations enhancements will be enabled by default for all customers after June 1, 2024. Gainsight recommends upgrading to the new experience before this default enablement, which allows you to customize your new Events page to align with your brand identity and publish it.

We are excited to announce that the Events page now supports customization.

  • Search banner that allows you to search through Events.
  • Page customization ability that allows to place widgets on the page. For instance, you can insert a Banner widget above the Events list to promote a larger upcoming event, or do a call for speakers. 

The new customization mode also offers a brand new way for your end users to filter events. Currently, the growing list of events in the Upcoming and Past Events tabs makes it challenging for end users to efficiently access the right event. This enhancement allows filtering events by type, reducing the time end users spend scrolling through lengthy event lists and finding the events they are interested in. Furthermore, end users can add an event to their Outlook and Apple calendars in addition to Google Calendar.

To customize and publish your Events page:

  1. Navigate to Events in Destination.
  2. Click CUSTOMIZE.
  3. To choose a widget, click the plus icon. The Choose a widget dialog box appears. 
  4. Include the widgets and styling that matches your community brand.

Click the plus icon and select the widget type from the Choose a Widget dialog box to add to the Events page in Destination. Different types of widgets such as Banner, Tabs, and Community Category are available.

  1. Click PUBLISH. The customized page is published and available to your end users.
    Note: This action cannot be undone. Gainsight recommends verifying the customization before publishing.
  2. (Optional) To change the title of the Event types widget and the Upcoming events and Past events titles:
    1. Turn on the Phrases toggle.
    2. Click the edit button. A header field appears.
    3. Enter the new title.
    4. Click SAVE.
    5. Turn off the Phrases toggle. The titles are updated successfully.

Enter a new name for the Upcoming Events tab in the Events page in Destination.

To filter the event list:

  1. Navigate to Events in Destination.
  2. In the Events list view, you have the tabs to select:
    • Upcoming events tab, to filter the events list to view all events that are coming up next.
    • Past events tab to filter the events list to view events that concluded in the recent or distant past.
  3. From the right-hand pane, further select the following options:
    • Event type - Filter the events list based on the type of event, that is, Workshop, Meetup, Webinar, and so on. 
    • Language - Filter the events list based on the language in which the event is conducted.

Filter events list using different tabs such as Upcoming Events and Past Events.

Note:  If the Events list view displays more than 25 events, the list is automatically rearranged  to display events based on their lineup.

Events are sorted into separate sections such as Upcoming Events and Past Events, when the event count is more than 25.

For latest updates, refer to the community post.

Release Date: March 5, 2024

Enhancements

Seamless and Secure Login Experience with Single Sign-On (SSO)

IMPORTANT: All customers will be migrated to the SSO experience in a phased manner. The migration process will complete before the end of April 2024.

Customer Communities brings the platform experience to offer your community users a login process that is unified, seamless, and secure. When the user logs in to their account, the community identifies the user role type with emails.

  • Control users, such as Moderators, Community Managers, Administrators, and custom role users with access to the Control environment are redirected to Gainsight’s single sign-on (SSO) login page.
  •  Users, other than Control users, are prompted to provide passwords to log in to their community account.

This enhanced login process allows users of all roles to access their accounts from a single page, eliminating the need to remember multiple URLs for different user roles.

Furthermore, Control users with access to multiple Gainsight products, such as Customer Success (CS), Product Experience (PX), and Customer Education (CE), can seamlessly navigate  between product areas using the Product Switcher SSO functionality. This eliminates the need to manage multiple login credentials and facilitates quick transition between product areas.

For more information on different user roles in Customer Communities, refer to the Primary and Custom Roles article.

Product Switcher feature in Customer Communities to switch between multiple Gainsight products without entering login credentials. The Product Switcher feature is located on the top-right corner of the screen and is represented by the candy box menu icon.

Additionally, community administrators can now configure SSO settings for Control Users. The Integrations SSO consists of two pages—End Users and Control Users to configure the single-sign on experience for end users and Control users, respectively. The Control Users SSO page allows administrators to add authentication methods for Control users using Security Assertion Markup Language (SAML) and Google Apps mechanisms.

Control Users SSO screen from where Community Administrators can add authentication methods, either Google Apps or SAML.

To configure and enable the SAML mechanism for control users:

  1. Navigate to Control > Integrations.
  2. Click Control Users. The Control Users SSO page appears.
  3. From the Add Authentication drop-down list, select SAML. The SAML Mechanism dialog box appears.
  4. Provide the required information.
    1. Name: A unique connection name for authentication. This field can only contain alphanumeric characters and “-”. It must be unique, begin and end with an alphanumeric character and can contain a maximum of 40 characters.
    2. Email Domain: A domain name for SAML authentication. For example, acme.com.
    3. Sign In URL: Login URL for authentication.
    4. (Optional) Sign Out URL: Logout URL to exit from authentication.
    5. Certificate: Certificate is a Public Key provided by SAML IdP in .CER or .PEM formats.
    6. (Optional) Field Mapping: Name of the email field from SAML IdP. This is required to map incoming user’s username from SAML IdP to Gainsight user’s Username.
  5. Click Save. The SAML mechanism is enabled successfully.

Note: 

  • Any change made to the SAML settings in other Gainsight products, such as Customer Success or Product Experience also impacts the SAML configuration in Customer Communities.
  • Community Administrators need to set up a SAML identity provider (idP) to get the Sign In URL, Sign Out URL, and Certificate. For more information on how to set up SAML idP, refer to the Setup SAML 2.0 Authentication section of the Gainsight Authentication article.

SAML Mechanism form to configure the SAML authentication.

After the SSO and SAML configurations are complete, the login experience for single product (only Customer Communities) and multi-product users is updated.

  • If you are only using Customer Communities, the login process is updated as follows.
    • When logging in from Control, you are redirected to the Gainsight login page where you need to provide your existing login credentials. Use your email address instead of your username to log in. 
    • When logging in from Destination, one of the following events will occur upon providing your login credentials.
      • If your email is registered with the platform's SSO, you are redirected to the SSO login page, where you must provide your password again.
      • If your email is not registered with the platform's SSO, you are logged in as a non-SSO user.
      • If SAML is already configured in Control for Destination, the login process remains unchanged.
  • If you are using both Customer Communities and Customer Success, the login process is updated as follows.
    • When logging in from Control, you are redirected to the Gainsight login page.
      • If you have a registered account in Customer Success with the same email address as used in Customer Communities, you can log in using the Customer Success password.
      • If you do not have a registered account in Customer Success, you can log in using the Customer Communities login credentials.
      • If SAML for admins is already configured in Customer Success, you are redirected to the SAML login process.
    • When logging in from Destination, one of the following events will occur upon providing your login credentials.
      • If your email is registered with the platform's SSO, you are redirected to the SSO login page, where you must provide your password again.
      • If your email is not registered with the platform's SSO, you are logged in as a non-SSO user.
      • If SAML is already configured in Control for Destination, the login process remains unchanged.
  • If you are using both Customer Communities and Customer Success with Customer Education or Product Experience, you can login using Customer Success credentials and switch between products through Product Switcher.
  • If you are using both Customer Communities and Customer Education or Product Experience, you can login using Customer Communities credentials and switch between products through Product Switcher.

Additionally, the password reset process for users is streamlined in Control. To reset the password for any user, in the user profile, navigate to the Login Information pane, and select the Reset Password button. A link to reset password is sent to the registered email address.

Note:  If the user account, for which the password reset process is initiated, is active on multiple Gainsight products, the password is changed for all products.

User profile screen in customer communities from where the Reset Password button is available to change a user's password.

For latest updates, refer to the community post.