Skip to main content
Gainsight Inc.

[BETA] AI Cheat Sheet and Staircase Agent Integration

  1. Last updated
  2. Save as PDF
This article provides information on adding Staircase agents to AI Cheat Sheet and its admin configurations.

This document covers a BETA feature and is subject to change before general availability. Content may be updated as the feature evolves. If you have feedback, please share it with us at docs@gainsight.com

This article provides information on adding Staircase agents to AI Cheat Sheet and its admin configurations.

Overview

Customers using both Gainsight Customer Success and Staircase can add Staircase agent insights directly to AI Cheat Sheet on C360, giving CSMs a single consolidated view of customer context without leaving C360. Admins configure which Staircase agents appear in Cheat Sheet, and CSMs can read summaries inline, view full details, and navigate to the Staircase main page for the same account.

The following Staircase agents are available in AI Cheat Sheet:

  • AI Summary
  • Risk Agent
  • Expansion Agent
  • Renewal Agent
  • Churn Agent
  • Staircase agents are supported on C360 only. R360 support is not available.
  • This feature is available in open beta for Customers using both Gainsight Customer Success and Staircase only.

 

Prerequisites

Before adding Staircase agents to AI Cheat Sheet, ensure the following conditions are met.

  • You must be a Gainsight Customer Success customer using Staircase.
  • The AI Cheat Sheet toggle is turned on in Administration > Gainsight AI > AI Settings.
  • The AI Cheat Sheet widget is added to at least one C360 layout.

Add Staircase Agents to AI Cheat Sheet

Admins can select which Staircase agents appear in AI Cheat Sheet from the AI Settings page. Added agents are applied to all C360 layouts in an inactive state and must be activated per layout.

To add Staircase agents to AI Cheat Sheet:

  1. Navigate to Administration > Gainsight AI > AI Cheat Sheet. The AI Settings page appears.
  2. Click AI Cheat Sheet. The AI Cheat Sheet settings appear.
  3. Click Add Staircase Agents. The Add Staircase Agents panel appears.
  4. Select one or more Staircase agents from the list.
  5. Click Add Agents. The selected agents are added to all C360 layouts in inactive state.

selected agents are added to all C360 layouts

Once added, Staircase agents cannot be removed from the settings page. To hide an agent from CSMs, turn it off at the C360 layout level.

Staircase agents cannot be removed from the settings page

Activate Staircase Agents per Layout

After adding Staircase agents, admins must activate them in each C360 layout where they should appear. Agents are added in an inactive state by default.

To activate Staircase agents in a C360 layout:

  1. Navigate to Administration > 360 Layouts > C360. The 360 Layouts page appears.
  2. Open the C360 layout you want to configure. The Configure Sections tab appears.
  3. Locate the Summary section and click the Settings icon. The widget configuration panel appears.
  4. Click the AI Cheat Sheet widget. The widget configuration panel appears.

    widget configuration panel appears
     
  5. Locate the Staircase agent sections in the sections list.
  6. Turn on the agents you want to display to CSMs.
  7. Click Save. The updated configuration is applied to the layout.

updated configuration is applied to the layout

Customize Staircase Agents in a Layout

Admins can rename, reorder, and turn off Staircase agents per layout to tailor AI Cheat Sheet for different audiences. For example, an executive layout can be configured to show only AI Summary and Risk Agent.

In the layout configuration panel, you can perform the following actions on Staircase agent sections:

  • Rename the agent section to match internal terminology.
  • Reorder sections using drag-and-drop.
  • Turn off specific agents to hide them from CSMs on that layout.

Admins can rename, reorder, and turn off Staircase agents

View Staircase Agent Insights in AI Cheat Sheet

CSMs can view Staircase agent insights directly on AI Cheat Sheet in C360. Each agent displays a summary snapshot inline, with options to view additional details or navigate to Staircase for the complete agent data.

To view Staircase agent insights:

  1. Open a C360 page for a customer account.
  2. Navigate to the AI Cheat Sheet widget. The configured Staircase agents appear as sections within the widget alongside the standard Cheat Sheet sections.
  3. Click the Staircase agent tab. For example, Expansion Agent,  to view the agent summary.
  4. (Optional) Hover over the agent section and click Elaborate to view additional context.
  5. (Optional) Click Open Staircase to navigate to the Staircase page for the same account. If the Staircase widget is configured in the C360 layout, it opens within the same layout. Otherwise, it opens in a new browser tab.

CSMs can view Staircase agent insights directly on AI Cheat Sheet in C360

  • AI Cheat Sheet displays a snapshot of each Staircase agent's data, not the complete agent output.
  • If you are not logged in to Staircase, you are redirected to the Staircase login screen before landing on the intended agent page.
  •  If a Staircase agent has no data for an account, the existing no-data state displays.

 

AI_Cheat_Sheet_and_Staircase_Agent_Integration_7.png

Refresh Behavior

When an auto-refresh or manual refresh is in progress for an account, Gainsight checks the configured Staircase agents for any additional data and displays the latest available data in AI Cheat Sheet.

For more information on refresh behavior, refer to the AI Cheat Sheet Overview article.