Spaces Admin Guide

Enable Spaces with Community Integration

Detect and Link Existing Community Instances
When an admin accesses the Spaces Configuration page:

• If a community instance exists for the org, the system automatically detects it.
• A prompt displays: Enable Spaces.
• Clicking this links the CS instance to the detected community instance.

Note: Once linked, the mapping remains fixed. Deactivating and re-enabling Spaces does not allow remapping.

View Linked Community Instance

After linking, the interface displays the name of the associated community instance for confirmation and transparency.

Request Remapping through Support

If remapping is necessary, please contact Gainsight Support. Only the Ops team can perform this action; admins cannot remap instances themselves.

Map Community Instances in Multi-Instance Environments

In environments with multiple CS and CC instances (example: sandbox and production setups):

1. Access the Spaces Configuration page.
2. Review the list of available community instances within the same authorization project.
3. Select the desired instance and click Enable Spaces.

This ensures each CS instance maps to one specific community instance and avoids cross-instance conflicts.

Create Shadow Community for Non-Community Customers

Customers without a community license can still use Spaces through automatic shadow community creation.

Trigger Shadow Tenant Setup

• When the admin clicks Enable Spaces, the system initiates shadow tenant creation.
• The setup takes up to one hour.
• The interface displays: Spaces is getting ready.
• Admins receive two emails:
  • One when setup starts.
  • One when Spaces are ready.

The shadow tenant includes only the Spaces module. No additional community features are available, and no extra cost applies.

Set or Change a Default Layout

While you already have a default layout, you can choose to create a new layout and assign that as the default layout instead.
Only users with the layouts editing permission can assign or change a default layout. This permission is not restricted by user role, such as CSM or Admin. Instead, it depends on whether the user's permission bundle includes the ability to edit layouts. If a user has this permission, they can set a layout as default or remove an existing default layout.

Business Use Case

• Ideal for scenarios where assigning layouts individually to each company or relationship is impractical. For example, managing 300 companies with just 10 CSMs. Criteria-based assignment ensures consistency and CSMs efficiency in focusing on customer engagement.
• Acts as a baseline layout when no specific layout is assigned.

To change the default:

1. Navigate to Administration > Spaces Configuration. The Spaces Configuration page opens in the Layouts tab, displaying the list of layouts. 
2. On any published layout, click the three-dots vertical menu and select Set as Default Layout.

Note: Setting this as the default ensures that all companies will see this layout when no other layout is assigned.

3. In the confirmation message dialog box, click Set as Default Layout to confirm. The new layout is set as the default layout. 

When a new layout is set as default:

• It loses any assignment criteria and becomes universally applied across the entity (Company or Relationship).
• It cannot be deleted while it holds the default status.

When a Default layout is demoted from default:

• It regains assignment criteria settings and it’s allowed to be assigned based on specific rules.
• The previously default layout is automatically replaced when a new one is set.
• The layout name might still reference Default (unless you rename it) but its functional behavior changes once demoted.

Spaces User Detail

The Spaces User Detail object stores detailed information about all users who have been invited to a Space within a given tenant. This object is populated automatically at the time of invitation and includes the following key attributes:

• User identifiers, such as email or name
• Tenant association
• Invite status
• Metadata fields related to user roles or segments (depending on the implementation)

This object serves as the source of truth for invited users, allowing admins to audit and manage user-level access at scale. 

Spaces User Access

The Spaces User Access object captures user login and engagement activity after an invitation has been sent. Each time a user logs into Spaces, this object records an entry that includes:

• Type of entry (example: login, session refresh)
• Last seen timestamp
• Invitation metadata
• Other contextual data related to user interaction

This object provides a historical log of user access patterns, enabling admins to monitor adoption, troubleshoot access issues, or evaluate user engagement over time.

Availability and Usage

Both objects are accessible from the Data Management section of Gainsight and can be leveraged in reporting, rule engine configurations, and health score setups. They are instrumental in ensuring that user access and engagement with Spaces are both traceable and auditable.

Banner Widget

The Banner Widget in Gainsight Spaces allows teams to create a visually engaging and personalized header section for each customer’s portal. It displays key branding elements, welcome messages, and CSM contact details, and serves as the first point of interaction in the shared space.

Rename Field Labels and Customize Role Titles in Spaces

As an admin, you can configure field labels and role titles used within the Spaces layout to better reflect internal terminology or customer-facing language. This flexibility allows for more tailored and relevant layouts that align with each organization’s structure and preferences.

Spaces Notes Widget

The Spaces Notes widget allows CSMs to capture and share key highlights, important callouts, and links to supporting documents. With rich text formatting, CSMs can add structured and detailed content that enhances collaboration. The widget also supports embedding images and videos, which can be inserted inline or stacked vertically to improve visual clarity and organization. As an admin, you can do the following activities:

• Drag-and-Drop Only: You can add the Spaces Notes widget to a layout by simply dragging and dropping it. There are no additional configuration settings or content options available to you as an admin.

• No Edit Access: You won’t be able to input or modify the content within the widget. Your role is strictly limited to placing the widget within the layout.

• Content Authoring Role: Only Customer Success Managers (CSMs) can create and format notes in this widget. If content needs to be added or updated, a CSM needs to work with it.

Summary Ribbon Widget

As an admin, you have complete control over the setup and configuration of the Summary Ribbon Widget. This widget is highly flexible and allows Admins to curate the most relevant customer data for CSMs and end users to view at a glance. The configuration is done at the layout level and applies to all companies using that layout, unless overridden.

Configure Summary Ribbon

You can add, remove, or rearrange groups to customize key details and metrics using the Configure Summary Ribbon slide-out panel.

• Create up to six groups within the Summary Ribbon.
• Each group can contain data fields arranged in one of the following formats:
  • A single value (example, a simple renewal date)
  • Two stacked values (top and bottom)
  • Two values placed side-by-side (example, usage metric and trend)

This allows for modular, visually balanced groupings of related customer metrics.

Field Types That Can Be Added

You can add various data types to each group, including:

• Standard Attributes

  • CSM Name
  • Customer Since
  • Renewal Date
  • Active Success Plans: displays a count of total active success plans available

• Add Custom Fields

  • Any field from the Company object and its lookup fields pre-configured can be added.

• Add KPI Report Fields
  • Fields from reports built using the Gainsight Report Builder
  • Reports must be filtered to the individual company level by mapping a Company reference field (example, GSID) in the report setup
  • Without proper mapping, the report data may not display correctly

Field Management Options

Admins can fine-tune what is shown and how it appears:

• Rename group titles to match organizational or customer-specific terminology.
• Reorder groups or fields using a drag-and-drop interface to prioritize visibility.
• Toggle fields on or off to hide them temporarily without losing the configuration.
• Delete fields or entire groups if they are no longer relevant.

This provides a high degree of flexibility in how data is structured and maintained.

Key Considerations

• Calculated Fields: These are supported in the Summary Ribbon, allowing admins to display dynamic, formula-driven insights.
• Report-Based Fields: Require company-level filtering to ensure accurate and relevant data for each customer.
• Field Labels: At present, the display names for fields are pulled directly from the source object. However, an upcoming enhancement will allow Admins to customize the display labels within the widget for greater clarity and branding alignment.

Display Behavior

• The Summary Ribbon can show up to three groups at once without scrolling.
• When more than three groups are added, a horizontal scroll is automatically enabled, ensuring the layout remains clean and navigable.
• This scrolling functionality helps manage space while still providing access to a broader set of data.

Attribute Widget

The Attributes Widget in Spaces lets admins display grouped fields from the Company object and its lookups, offering a clear, organized view of customer information. It's ideal for surfacing key data points that CSMs and customers need to reference easily.

As an admin, you can: 

• Add the widget to layouts by dragging and dropping it.
• Select fields from the Company object and any lookup fields.
• Rename fields to match internal terminology or customer-friendly labels.
• Format fields based on type:
  • Currency symbols
  • Decimal precision
  • Numeric summarization (example., thousands, millions)
• Enable editing on individual fields and mark them as required if needed.
• Control widget visibility globally in the layout.

IMPORTANT

• For a CSM to edit an attribute field:
  • The field must be marked editable by the admin.
  • The CSM must have Edit Widget Content permission in their permission bundle.
  • Both conditions must be met (AND logic).
• Spaces does not support field-level permissions, and hence admins cannot apply them.
• Admins cannot control field visibility per customer; only CSMs can hide or unhide the entire widget on a per-company basis.

Note

• This widget behaves similarly to the C360 layout editor which makes it intuitive for admins already familiar with that setup.
• For end users, all attribute fields are view-only. If CSMs want, they can hide the attributes widget.

Standard Widget

Standard widgets in Spaces provide structured views of customer-related fields (example: CSM, Renewal Date, Text Fields, Images). These widgets are similar to those found in 360 layouts.

As an admin, you can perform the following activities: 

• Add to Layout: Admins can drag and drop widgets into the layout from the configuration panel.
• Field Configuration:
  • Choose which standard fields (example CSM, Renewal Date) or custom fields appear in the widget.
  • Editable Flags: Admins can mark fields as editable or read-only for CSMs.
• Text Field Widget: Admins can include all text fields from Company and Relationship objects and mark them editable or not.
• Image Fields
  • Admins can add logo/image fields.
  • If multiple image fields exist, the admin can choose which to display.
• Date Fields Customization: Admins can choose which date fields (example: Original Contract Date, Created Date) to use for the Customer Since widget.
• Renaming Widgets: Admins can rename widgets to match their organizational language or requirements.

Field Widget

As an admin, you can configure Field Widgets with the following controls:

• Add widgets individually, each tied to a single field from the Company object or lookups.
• Choose between standard or custom fields

Note: Calculated fields are not currently supported in Field Widgets.

• Position each widget independently on the layout.
• Set field-level visibility and define editability for CSMs:
  • Mark a field as editable or view-only
  • Define if a field is required when editing is enabled
  • Use for specific layout scenarios where attribute grouping is too restrictive or not required.

Why use Field Widgets over Attribute Widgets? 

Use Field Widgets when you want fine-grained control, such as showing some fields to certain customers while hiding others, without affecting the whole group.

Success Plans Widget

The Success Plans Widget in Spaces allows Gainsight users to display and interact with success plans within Spaces. This widget enhances collaboration between internal Customer Success Managers (CSMs), administrators, and external end users by making curated success content accessible and interactive, based on permission levels.

As an admin, you can do the following with the Success Plans widget:

• Edit Label: You can rename the widget but cannot configure or manage its content.
• Preview Access: You have View-only access. You cannot add or remove success plans or CTAs.

Permissions:

• View-only access to pre-configured success plans
• No ability to manage underlying plans or tasks from the widget

Reports

There are two main types of report widgets:

• Direct (Regular) Reports – Admin-configured reports visible to all users tied to a layout
• CSM Reports – Blank widgets that allow CSMs to share reports with specific companies or relationships

You play a foundational role in setting up Reports Widgets that included the following activities:

• Add Direct Report Widgets:

  • Add predefined reports from the Report Builder.

  • These reports are global, visible across all companies/relationships using the same layout.

• Add CSM Reports Widget:

  • Add a blank widget where CSMs can later configure specific reports.

  • You cannot define the reports shown in this widget; they only place the shell.

• Permissions and Layouts:

  • You cannot modify what CSMs choose to display.

  • You can control the number and type of report widgets visible to CSMs and end users.

Access Manage Spaces Users

1. In the Spaces Configuration page, click the three-horizontal dots menu on the top right corner.

2. From the dropdown menu, select Manage Spaces Users. This opens a table displaying all invited users, regardless of whether they’ve accepted the invitation.

User Actions Available

In the Manage Spaces Users page, admins can perform both individual and bulk actions. These include:

• Change Permissions: Set roles to either
  • Collaborate Only
  • Collaborate & Invite
• Revoke Access: Remove user access individually or in bulk.

• Resend Invites: Trigger a new invitation, with access to the full email customization flow (same as CSM).
• View Associated Layouts: See which layout a user is linked to.

Note: Bulk actions can be applied by selecting multiple users using checkboxes or filtering columns (example: Relationship type).

Statuses You See

• Pending: Invitation sent but not yet accepted.
• Accepted: User accessed the invite and logged in.
• Revoked: Access has been manually removed by an admin.

Customize Visible Columns

These customization options improve readability and give you the flexibility to tailor dashboards to your specific needs.

Admins can customize which columns are shown or hidden in the table. All available columns can be listed in the UI, allowing users to choose which ones to display. For example, if you don't need to view the Invitation Date and Time column, you can deselect the checkbox.

This reduces unnecessary horizontal scrolling and allows for a cleaner, focused view of the data.