Q4 2024 Release Notes for Customer Communities (CC)

Explore Community Data Lake Structure Using Data Catalog

We are pleased to share the Customer Communities Data Catalog, designed to help community managers and administrators understand the structure of their community data within Gainsight's data lake. By using this catalog with their data analytics tools, managers and administrators can gain valuable insights and make informed decisions. A comprehensive data catalog significantly simplifies the data analysis process, making it much easier to interpret and utilize data effectively.

For more information on community data structure, refer to the Getting Started with Data Analytics in CC Data Lake article.

For more information about the data catalog, refer to the Data Catalog and Connectors category.

Analyze Community Data with Business Intelligence Tools (Open Beta)

We are excited to announce the launch of our new Data Connectors. These connectors provide the credentials and information required by community managers and administrators to seamlessly connect their Business Intelligence (BI) tools, such as Power BI, Tableau, or Looker, to Gainsight’s data lake. With this enhancement, you can easily query and analyze your data, enabling you to generate valuable insights and make data-driven decisions with confidence.

Additionally, the S3 Connector integration allows you to copy data from the data lake to Snowflake or other data warehouses. This capability empowers you to combine your community data with information from other sources, further enhancing your analytical capabilities.

To enable these connectors in your community:

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

For more information on how to connect your BI tools to your community data, refer to the following articles:

• How to connect Looker with Customer Communities Data Lake through BI connector
• How to connect Power BI with Customer Communities Data Lake through BI connector
• How to connect Tableau Online with Customer Communities Data Lake through BI connector

For more information on how to connect to S3 to access your community data, refer to the How to Create an S3 Connection article.

Gainsight AI Features Now Available for All Control Users!

With this release, Gainsight AI features in Control are now available for all Control users. These features, previously in Open Beta, significantly speed up daily tasks for community managers, administrators, and moderators. The following features are now available:

• Write with AI - Generate content for emails and topics with one click, saving time on researching and writing.
• Community Recap - Gain instant insights into the latest, unread discussions and conversations, eliminating the need to search for unread topics. 
• Topic Summary - Generate summaries for all topics in Home widgets, helping moderators review content faster.

For more information on how to use these Gainsight AI features, refer to the Gainsight AI Features in Control article.

Introducing Settings Menu in Destination

With this release, a new dropdown menu, Settings, is available in Destination for community managers and administrators. This menu contains Header, Footer, and Third Party Scripts configuration settings, providing a seamless configuration experience for community managers and administrators. For more information, refer to the Configure Header, Footer, and Third Party Scripts in Destination section.

Configure Header, Footer, and Third Party Scripts in Destination

Community managers and administrators can now configure the Header, Footer, and Third Scripts directly in Destination. This enhancement allows real-time configuration changes in Destination, rather than saving updates in Control and then viewing them in Destination.

What’s new?

• A new option, None, is added in both Header and Footer configuration, giving the option to entirely remove these widgets from the community.

• An option to expand code editor, in configurations where ability to add custom codes is now available, delivering a user-friendly code viewer and editor experience.

For more information on how to configure these widgets, refer to the following articles:

• Configure Header
• Configure Footer
• Insert Third Party Scripts

In-app Notification Center (Open Beta)

We are stoked to announce the launch of the in-app Notification Center in Destination. This addition relieves community users of the hassle of sifting through their inbox for missed email notifications. It provides a dedicated space in Destination where all real-time updates are captured as notifications. This enables community users to stay on top of all updates, ensuring that no crucial mentions are missed, thus increasing engagement in the community.

To access Notification Center, log in to Destination and click the bell icon. It consists of two sections:

• NEW - Displays a list of unread notifications.
• RECENT - Displays a list of read notifications received over the last 30 days.

Note:

• Only replies and mentions in community topics are currently available in Notification Center.
• Notifications are stored in Notification Center for up to 30 days.

To enable this feature in your community: 

1. Log in to Control.
2. Navigate to Settings > Open betas.
3. Turn on the In-App Notifications toggle. This enables Notification Center for community managers and administrators.
4. (Optional) Turn on the In-App Notifications for all users toggle. This enables Notification Center for all registered community users.

Additional Hierarchy in Community Module

We are pleased to extend the three-level hierarchy capability to the Community module, previously released in the Knowledge Base module. This enhancement allows community managers and administrators to organize content in the Community module more effectively, making it easier for end-users to navigate and find information.

What’s changed for community managers and admins?

• A three-level hierarchy in the Community module, allowing for improved content structure.
• The ability to move sections and categories using a simple drag-and-drop operation.

In the following image, the Community module is structured in a manner where:

• Community Success Stories is a section
  • Innovative Customer Journeys is a nested section
    • Success Stories in Customer Growth is a nested category, and
  • How Gainsight Tools Helped Transform Customer Health is a category.

For more information on the three-level hierarchy in the Community module, refer to the Configure Community Sections article.

Localized Community and Knowledge Base (KB) Modules

We are excited to launch enhanced localization capabilities in Customer Communities. Community managers and administrators can now configure localized categories in the Community and KB modules, delivering a tailored experience to diverse end-users within the community. The following enhancements are available:

• Configure Localized Community and KB Categories
• Publish Configured Languages
• Create Localized Topics

Note:

• For registered users, the active language in Destination remains the same as it was during the last session after logging out and logging back in. It is achieved by storing the registered user’s preference in cookies.
• For guest users, we detect the browser language and suggest switching to the preferred language using a pop-up window. It is important to note that this suggestion pop-up window only appears if the browser language matches one of the published languages.