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Gainsight Inc.

Q2 2024 Release Notes for Customer Communities (CC)

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

Release Date: July 22, 2024

New Features

Supercharged Control View with Gainsight AI Capabilities (Open Beta)

IMPORTANT: Gainsight AI uses a large language model (LLM) to generate results, which may occasionally include errors or hallucinations. We recommend exercising caution when using these results .

Customer Communities is thrilled to announce that the Control view is now enhanced with Gainsight AI capabilities. This update includes multiple AI-powered features, such as the following: 

These features help community managers and administrators bring efficiency to their daily operations and stay updated with everything happening in their community.

Generate Content and Ideas for Topics

Generate ideas and topic content with just one click, saving valuable time spent searching for topic ideas and creating content from scratch. Gainsight’s Write with AI feature supports you in generating ideas and content for Article, Product Update, Question, and Conversation.

To use Write with AI while creating article, making product update, creating question, and conversation:

  1. Log in to Control.
  2. Navigate to (+) > New Article. Alternatively, you can select New Product Update, New Question, or New Conversation.
  3. In the Write with AI pane, enter the prompt.
  4. Click Generate. Gainsight AI takes a few seconds to generate the result.

Text editor screen showing a new article being generated in the Writer with AI pane with the title "5 Best Practices for Customer Success Managers using Customer Communities"

  1. Once the content is generated, in the Write with AI pane, you can take the following actions:
    • Insert: Click to insert the generated content in the text editor.
    • View Another: Click to generate revised content for the same prompt.
    • Cancel: Click to cancel and manually write content in the text editor.
  2. Click Insert to move the content to the text editor.

Writer with AI generated article content titled "5 Best Practices for Customer Success Managers using Customer Communities," detailing five practices to enhance community engagement. The Insert button is highlighted.

  1. (Optional) Make changes to the content.
  2. Click Publish.
Generate Email Content for Campaigns

Speed up the email campaign process using Gainsight’s Write with AI feature to create content for all your email campaigns. Define a few parameters for Gainsight AI, and with a single click, the email content is ready to engage your community users.

To use Write with AI in creating email content:

  1. Log in to Control.
  2. Navigate to Email > Email Campaigns. The Email Campaign page appears.
  3. Click Add email campaign. A new email campaign screen appears.

Email campaigns interface with an "Add email campaign" button highlighted and a search bar for email titles.

  1. In the Create email pane, click Generate. The Write with AI pane appears.
  2. In the Write with AI pane, provide the required information:
    • Type: Select the email type from Onboarding new users or Re-engaging inactive users. 
    • Goal(s): Select one or more email campaign goal from the following options:
      • Share customer benefits
      • Create a first topic
      • Share a first idea
      • Answer unanswered questions
      • Join a group
      • Join an event
    • Tone: Select the tone style of the email campaign from Professional, Casual, Straightforward, Confident, Friendly, or Witty.
    • Length: Select the email content length from Short, Medium, or Long.
    • (Optional) Additional inputs: Provide any additional information to add in the email content.
    • Click Generate. Gainsight AI takes a few seconds to generate the email content.

Create email interface with options for email type, tone, goals, and length, and a highlighted "Generate" button.

  1. Once the content is generated, in the Write with AI pane, you can take the following actions:
    • Insert: Click to insert the generated content in the text editor.
    • View Another: Click to generate revised content for the same prompt.
    • Cancel: Click to cancel and manually write content.
  2. To move the content to the text editor, click Insert. 
  3. To preview the email content, click Done.

Email editor showing a welcome email for the Gainsight Community with customizable sections for subject, preview text, and email design. The Done button is highlighted.

  1. Configure the Choose email type and Choose recipient panes.
  2. Click Send.

For more information on how to create the complete email campaign, refer to the Sending an automated email campaign or Send a one-off email campaign article.

View Community Recap

Stay on top of all that is happening in your community with the Gainsight AI powered Recap widget in Control Home. This intelligent widget creates a summary of the last 10 Unread by team topics and groups them into themes namely, General Discussions, Technical Queries, Community Feedback, and Product Support. This provides you with a filtered view of latest discussions in the community that might require priority attention.

Furthermore, you can click numbered links in each theme to access the main topic for detailed information. You can also click the refresh icon to regenerate the summary in case you or your team has read some unread topics.

Note: Gainsight AI automatically generates a fresh recap summary every six hours. You can also manually click the refresh icon to regenerate summary in between. In such a scenario, the six hours cool down period starts from the time you click the refresh icon.

Community recap screen displaying categorized discussions, clickable links, and a content overview with unread and reported items.

To add the Recap widget in your Control Home:

  1. Log in to Control. The Home page appears.
  2. Click Customize. The Customize dialog box appears.
  3. Select the Recap checkbox.
  4. Click Apply. The Recap widget appears in the Home page.

Dashboard customization screen with options to show or hide various sections such as summary, content overview, popular posts, and a "Recap" section.

Enable AI Features in Control

To access the Gainsight AI features in Control view, you need to turn on the AI Features for Community Managers toggle.

To access the toggle:

  1. Log in to Control.
  2. Navigate to Settings > AI Settings. The AI Settings page appears.
  3. Under General Settings, provide the required information:
    • Company Name: Enter your company name. This is helpful in scenarios where the community name is different from the company name. For example, Gainsight is the company name and Gamechangers Community is the community name.
    • Community context: Enter context for Gainsight AI to refer to when generating content for you and your community users.
  4. Under Features, turn on the AI Features for Community Managers toggle.

AI settings interface for Gainsight with fields for company name, community context, and a checkbox for enabling AI features for community managers.

Enhancements

Subscribe to Events Page

Community users can now subscribe to the Events page and receive email notifications whenever a new event is published. This feature allows community users to stay informed about upcoming events and never miss a chance to socialize with other users in the community. For community managers and administrators, it helps increase engagement with community users and enhances the visibility of their events.

Subscribe button highlighted in the Events page in the Destination view

Community managers or administrators need to enable the Subscribe widget in Destination. Once enabled, community users can subscribe to the Events page.

To enable the Subscribe widget:

  1. Log in to Destination.
  2. Navigate to the Events page.
  3. Click Customize.
  4. Click the eye icon to unhide the Subscribe button.
  5. Click Publish.

Once community users subscribe to the Events page, they receive email notifications whenever a new public event is published.

Eye icon highlighted on the Subscribe widget in the Customize mode in the Destination view.

An out-of-the-box, unbranded New event email template is available, which is sent to community users upon subscribing. Community managers or administrators have the ability to customize the email, if needed.

To customize the email template:

  1. Log in to Control.
  2. Navigate to Email > System Emails. The System Emails page appears.
  3. Navigate to the New event template.
  4. Click Edit. The edit email template screen appears.

System Emails section showing a list of email templates including "New event" with the edit button highlighted.

  1. In the edit email template screen, you can perform the following actions:
    • Subject: Enter the email subject with variables.
    • Email Preview: View the email based on HTML configuration.
    • Customer HTML: Edit the HTML code to customize the email template as per brand guidelines.
    • Insert Variables: Insert variable values that are populated from field values stored in objects.
  2. (Optional) Click Send Test Email to verify the email template.
  3. Click Save Changes.

Editing a "New event" email with fields for subject, email preview, and custom HTML, and options to insert variables and save changes.

Note:

  • New event email is sent when a public event is published. A public event is visible to all community users.
  • New topic email is sent when a group event is published. A group event is only visible to community users who are part of a group for which the event is created and published.

Release Date: June 17, 2024

Announcements

Control Home: Central Hub with Actionable Insights

Customer Communities is excited to introduce Control Home – the default landing page for community managers, administrators, and moderators. This page is packed with widgets providing actionable insights to users, helping them stay informed about all that is happening in the community.

For more information on features available in Control Home, refer to the Overview of Control Home article.

Note: Control Home was previously launched as an Open Beta program. It is now available for all Customer Communities users. For more information on the Control Home (Open Beta) release notes, refer here.

Release Date: June 7, 2024

IMPORTANT: Gainsight is no longer accepting participants for the AI-powered Search Assistant closed beta program. The release content and feature enablement documents will be published when the feature is launched for all Customer Communities users.

Announcements

Say Hi to AI-Generated Search Result Summaries (Closed Beta)

Customer Communities announces the launch of Smart Assistant, an innovative AI-powered tool that transforms how community users interact with search functionality. For more details on how to use Smart Assistant, see the Search Efficiently with AI-powered Search Assistant section.

New Features

Search Efficiently with AI-powered Search Assistant (Closed Beta)

IMPORTANT:

  • The AI-powered Smart Assistant feature is enabled in the orgs of customers participating in the closed beta program.
  • This feature is accessible only to community users with Moderator, Administrator, or Community Manager access.

Customer Communities introduces the Smart Assistant—an AI-powered tool that enriches how users interact with search functionalities within their community. When community users initiate a search, the Smart Assistant automatically generates a crisp summary of the search results. This allows users to access relevant information swiftly, saving time and enhancing productivity.

How does this help community users?

This AI-powered enhancement provides the most relevant content to community users, eliminating the need to manually click on different search results to find the required information. Additionally, it provides a list of content sources used to generate the summary. Community users can select Learn More to view the list. 

Consider the image below for an example of how the Smart Assistant provides a summary of AI Content Generator search results along with the list of sources used, categorized under Learn More.

Search results page displaying the AI Content Generator feature details, with options to learn more, join the AI Beta Program waitlist, and view roadmap updates.

Note: Smart Assistant generates results using a large language model (LLM), so it may occasionally include errors or hallucinations. We recommend exercising vigilance when using these results.

Enhancements

Simplified Search Experience for Community Users (Open Beta)

IMPORTANT: The enhanced search experience is accessible only to community users with Moderator, Administrator, or Community Manager access.

Customer Communities launches the enhanced search experience for users in the community. This enhancement simplifies how users interact with search results, significantly reducing the time spent extracting the information they want from all search results.

What’s improved?

  • Organized Search Results: Users can now experience a more structured search process with results categorized by type. This means that information is segmented into distinct tabs, making it easier to navigate and locate the exact resources needed. In the image below, search results are categorized in different tabs such as Community, Knowledge Base, Product Updates, and so on.

Community page with a detailed all search results view of employee engagement survey topics, featuring different categories for refining searches.

  • Intuitive Filters: Each category comes with tailored filters, streamlining the search process so that users can refine results based on parameters that are most relevant to the selected category. In the image below, only filters that are relevant to Community category results are available. These filters only apply to 34 results available in this category.

Community page filtered to display topics about employee engagement surveys, highlighting the community tab and options for detailed search filters.

How does it help community users?

  • Speed and Efficiency: Quickly access the information users need without sifting through irrelevant content.
  • Enhanced Relevance: Improved filtering options ensure that users find exactly what they are looking for.
  • Simplified User Experience: The clean and organized interface provides a hassle-free navigation experience, even for first time users in the community.

For more information on the enhanced search experience and how to enable it in the community, refer to the Change Document for Enhanced Search Experience in Community article.

For latest updates and discussions on the new search experience, refer to the community post.