CE & Skilljar by Gainsight

Before we roll out our learning paths and courses, we have members of our Customer Support (CS) group act as internal testers. They go through the learning paths and provide feedback on how to improve the courses and quizzes. Based on their feedback, we then make necessary changes to the courses and questions.To ensure that those who completed the course retain their achievements, we must "Publish to New Learners."We would like to provide another method for internal testers to access the courses while also being able to see updates as they are made. Does anyone have a process that they use?

We have updated lesson titles across multiple courses; however, the Search function is not reflecting these changes. In cases where titles were significantly revised, affected lessons are not appearing in search results at all.I have had a support ticket open regarding this matter for four months without resolution. Given the direct impact on the student experience, I wanted to reach out to the community:Has anyone else encountered this search indexing issue? Have any workarounds been identified that could restore search functionality in the interim?

When you connect your academy to Single Sign-On (SSO), you can add a layer in that workflow to automatically enrolling learners into groups. This means learners will see the right content as soon as they log in, without an admin having to manage group enrollment manually. What are the benefits?! 📈 Save admin time: No more manual group assignments each time a new learner joins. Personalized experience: Learners land directly in the content that’s relevant to them. Scalable growth: As your audience expands, automation ensures consistency and accuracy. How does this work? 🤔SSO tokens can carry information (attributes/claims) about each learner, such as department, role, or region. When those attributes are mapped to groups in your academy → The system reads the group information from the token →  the learner is automatically placed into the matching group(s).For example: if the SSO token includes "groups": ["Onboarding-Cohort-2025"], the learner will be enrolled into the “Onboarding

We are a Skilljar customer and are excited at the possibility that our training engagement data is going to be available inside Gainsight to help determine company health scores and create CTAs. Is anyone using this feature now and if so, I’d love to pick your brain to see how you’ve linked your accounts. Thanks in advance! 

Hi,The Education (Northpass) link on our community currently leads to a blank page for users, and it looks like the Northpass admin back-end is down for me as well. The CE status page wasn’t showing anything wrong as of a few minutes ago, so was hoping it’s not just our site?

During our recent Office Hours, a customer inquired about the implications of updating a course title on customer experience, considering that updating course content influences both the learner experience and analytics (progress and versions).Have a question or want to talk through a topic? Drop in here with sessions twice a week (Monday’s and Wednesdays) two times a day:  👉 10 AM EST sessions or  👉 3 PM EST sessions When a course title is updated on a live course, that change made will be reflected across various analytics. In the Analytics dashboards from the admin/manager perspective, all previous and new data will display the newly updated course title. However, from the learner perspective, if a user completed the course before the title was updated, it will still be listed under its old name in their activity history.  Thanks for the great question, Michelle and thanks for coming to Office Hours! 

See what we discussed on August 13th’s 3PM EST session of Office Hours below:Have a question or want to talk through a topic? Drop in here with sessions twice a week (Monday’s and Wednesdays) two times a day:  👉 10 AM EST sessions or  👉 3 PM EST sessions 🤔 1. What’s the best way to manage frequently updated content?One customer shared that their team regularly updates training content, sometimes weekly, and asked about best practices for publishing and version control.Here are two options we discussed: Replace the existing media file (videos, in their use case) in the course using the Media Library. You’ll have two options: Replace the file and keep existing analytics Replace the file and reset analytics tracking Clone the course, publish the updated version, and update the course name or description to highlight the new content. You can then: Add the updated course to the catalog Export users from the original course and enroll them into the new version. Learners

See what we discussed on August 13th’s 10 AM EST session of Office Hours below:Have a question or want to talk through a topic? Drop in here with sessions twice a week (Monday’s and Wednesdays) two times a day:  👉 10 AM EST sessions or  👉 3 PM EST sessions 🤔 1. How can I improve learner activation rates?A customer joined today’s session to ask about increasing activation across their training program. We talked through a few key points: Learning Paths are currently assigned by implementation managers based on customer type, but training is optional—it's offered as a recommendation, not a requirement. They shared that one large customer does require training, but only 5 of 150 users have activated so far. Academy adoption has been limited due to SSO not being set up, and learners currently need a separate login. Their dev team is working on a fix. We discussed the importance of framing the “why”—making it clear to customers how training supports their success. This can be reinf

Hi everyone!We’re excited to share some great news specifically for our customers in our Scaled Customer Success model (those working with us via customersuccess@skilljar.com): you now have access to Customer Success Office Hours, four times a week!These Office Hours are a fantastic opportunity to:Connect with a Skilljar Customer Success Manager live   Ask questions about best practices, strategy, or specific use cases   Collaborate with other Skilljar users to hear how they're approaching similar challenges   Get quick, actionable guidance without needing to schedule a 1:1  🗓️ Office Hours Details:Frequency: 4 times per week   Schedule: Tuesdays and Thursdays, 11am and 3pm ET   Format: Open Q&A with a Skilljar CSM and other Skilljar customers   Who should attend: Any customer currently working with customersuccess@skilljar.com to make the most of your Skilljar experience  📩 To join Office Hours, reach out to customersuccess@skilljar.com for the registration link. Have a Skilljar

See what we discussed on August 6th’s 3pm EST session of Office Hours below:Have a question or want to talk through a topic? Drop in here with sessions twice a week (Monday’s and Wednesdays) two times a day:  👉 10 AM EST sessions or  👉 3 PM EST sessions 🤔 1. How are teams using drop-off rate and analytics to improve course content?The customer shared that her team launched their Academy in February. She’s been tracking unit and quiz completions to monitor engagement, but stakeholders are starting to ask deeper questions about drop-off points and content resonance.We discussed: Using Single Course Analysis to identify where learners disengage If data is unclear due to long course structure, consider splitting long courses into smaller, stand-alone courses and grouping them in a Learning Path for improved visibility and cleaner analytics Smaller course units are often more approachable for learners and give admins more precise completion data  🤔 2. What can be done on an Academy

See what we discussed on August 6th’s 10am EST session of Office Hours below:Have a question or want to talk through a topic? Drop in here with sessions twice a week (Monday’s and Wednesdays) two times a day:  👉 10 AM EST sessions or  👉 3 PM EST sessions  🤔 1. What are best practices for using inactivity nudges to re-engage learners?- Start by identifying the courses where drop-off is happening or where completion is critical (like onboarding or certifications).- Avoid sending nudges too frequently (once a week for 3–4 weeks is a good starting point!) - Customize your messaging and subject line to reflect your brand and tone. - You can also set up different nudges for different courses with custom cadences. 🤔 2. Will inactivity nudges apply retroactively to learners already enrolled?Great question! When you enable a course-specific inactivity nudge, Gainsight sends emails only to learners who enroll in the selected course after the nudge is active. Learners who enrolled before you

See what we discussed on August 4th’s 3pm EST session of Office hours below: Have a question or want to talk through a topic? Drop in here with sessions twice a week (Monday’s and Wednesdays) two times a day:  👉 10 AM EST sessions or  👉 3 PM EST sessions  🤔 1. Where can I upload CSS to style my Academy?If you want to customize fonts, colors, buttons, etc. in your Academy, you can do so using the styles.css.liquid template. This will apply styling across your entire Academy/University interface. Keep in mind that the in-course experience is less customizable due to how that area is built—it does not support the same level of CSS control. 🤔 2. How are admins collecting feedback from learners within a course?Many teams use external tools to embed surveys at the end of a course or as a separate email follow-up. Popular tools include: Google Forms, Microsoft Forms, SurveyMonkey, JotForm, NPS tools (for post-course satisfaction scoring). 🤔 3. What kinds of questions are admins asking le

We’re starting regular CE Office Hours, where a CE CSMs will be available live to answer your questions and share tips! Unlike our previous presentation-style Office Hours, these sessions have no set agenda—the topics will be 100% driven by your pre-submitted & on the spot questions.  Here’s how it works:When?
Mondays & Wednesdays
10:00 AM EST & 3:00 PM ESTHow to Join?
Just register here:    👉 10 AM EST sessions     👉 3 PM EST sessionsWhy Stop By?
These 45-minute sessions are your chance to:Ask about anything from product features to best practices Hear how other customers tackle similar challenges Get ideas and answers you can use right awayYou can pop in for just 10 minutes or stay the full session.
This is also a great way to connect with us live if you don’t have a CSM (or only meet periodically) and would rather chat through something than open a support ticket or send an email. Reminder, this is not to discuss any technical or issue related topics. Those are still t

  See what we discussed on August 4th’s 10am EST session of Office hours below: Have a question or want to talk through a topic? Drop in here with sessions twice a week (Monday’s and Wednesdays) two times a day:  👉 10 AM EST sessions or  👉 3 PM EST sessions 🤔 1. Are there any known gaps in the data flow that could impact data integrity? Are there automated data cleaning rules or validation workflows? How are duplicate contacts/accounts handled?This depends largely on how your learners authenticate. In this case, the customer uses Single Sign-On (SSO) for both their product and their University, meaning each learner typically logs in using a unique SSO ID (like an email). This setup usually prevents duplicate records for external learners.However, if internal users have multiple logins for their own product, that could result in duplicate records in CE. Gainsight CE does not currently support automated data cleaning, deduplication, or record merging. I recommend internally communicat

Hey Skilljar Customers!If you’re in Europe and are ready to win your first Golden Skillet award, we want to hear from you! The GameChanger Awards are Gainsight’s way of recognizing and celebrating our amazing customers, and the Golden Skillet is now one of many categories 🙌📅 Submissions are open until 12 September 2025🏆 Winners will be recognized at Pulse Europe in Dublin as industry leaders and innovatorsNominate yourself, your team, or a colleague todayIf you have any questions, feel free to reply to this thread. We're here to help!PS - Shout out to Kevin Dunn for winning the first Golden Skillet as part of the Gainsight family at Pulse US back in May! 

I am trying to modify the homepage link in the _subnavigation_ menu but struggling to find where the links are being taken from. This is what  I see in the template file.<nav class="np-sub-navigation"> <div class="np-sub-navigation-content"> {% for link in navigations.sub_navigation %} <div class="np-sub-navigation-content-item {{ link.active_class }}"> <a class="np-sub-navigation-content-item-link" href="{{ link.url }}"> <i class="{{ link.icon }} np-button-color np-sub-navigation-content-item-icon"></i> {{ link.label }} </a> <div class="np-sub-navigation-content-item-bar np-button-background-color"></div> </div> {% endfor %} </div></nav>How do I prescribe fixed links for each icon? TIY 🙏

I recently came across a reflection from my manager ​@lila_meyer  that deeply resonated with me.It was sparked by a simple question: “What’s your Customer Education philosophy?”The response was thoughtful, strategic, and inspiring, and I felt it was worth sharing here in this community.With permission, here’s a summary of that philosophy, along with some honest takeaways about where we’re excelling, and where we still have work to do, because I believe it speaks to the shared challenges and aspirations many of us in the education space face.Customer Education Is a Growth Lever, Not Just a Value-AddToo often, Customer Education is treated as a nice-to-have, an afterthought tucked away in a help center. But here’s the truth: education is not just a value-add. It’s a revenue enabler, a churn fighter, and a secret weapon for scale.The old saying goes, “If customers aren’t learning, they’re churning.” And that couldn’t be more accurate. A well-educated customer doesn’t just know how to use

How do I remove / move this cta button in the hero for academy.I do not find it in any template.  

🚀 Proving the Value of Your Academy on Retention: Where to StartOne of the most powerful, but often complex, stories we can tell is how Customer Education contributes to retention and revenue. If you're looking for ways to start tying your academy activity to customer outcomes—particularly renewals and expansions—this post is for you.While there's no one-size-fits-all solution yet, a number of our customers have started exploring indirect or inferred influence between CE activity and retention metrics. Below is a lightweight but effective approach you can adapt to your own context using data you already have access to.  The Approach: Match CE Activity to Account OutcomesStart with your Monthly Course Activity (MCA) report and Excel:Pull course completions over a set time frame (e.g., past 12 months). Extract domain names from learner email addresses using Excel's TEXTSPLIT. Compare the list of domains against: Renewed accounts Churned accounts Expanded accounts   What to Look For:Po

Is there a way to send notifications immediately after registering for an ILT session in CE? We currently send it a few days before the session. We want users to be able to register until the day before but then they don’t receive the email with all the information they need to attend.

We recently released a one-click integration between our Customer Education (CE) product (FKA Northpass) and our Customer Success (CS) product. Release notes can be found here. With this out of the box integration you gain the ability to:Build custom reports on CE data within CS Send CE data to external systems via CS Enroll Learners into Courses as an action within Journey Orchestrator in CSThis allows you to more efficiently:Give your Customer Success team access to their clients’ Customer Education activity Pair your CE data with data from other sources to make it more insightful Take action on your CE dataGetting StartedOnce you have Gainsight Platform SSO enabled, you can turn on the CE Connector on the Connectors page. If you don’t see this option, please open a support ticket. There is no configuration necessary to get the data flowing, and it will sync once a day after it’s enabled.You can see a list of the objects here that will now be available in CS for use in Reports, Data

Hi everyone, To access our courses, we’re currently driving people to a landing page on our website with a “Register now” button that takes the user to our Academy. We’re feeling like the landing page might be an unnecessary step in the user journey, with lots of potential for drop-off. Before we go deleting the landing page and directing people right to our academy homepage, we want to ensure a few things.Tracking from ads - is there a way to set up tracking on an academy homepage to measure engagement from ads, etc?  Customization of academy homepage - what are the CMS capabilities for the academy homepage? I’d love to hear/see how others are using landing pages vs academy homepages! Thanks so much,Olivia  

We know it’s impossible to catch every session at Pulse, and not everyone had the opportunity to make it down the Yellow Brick Road, so here’s a quick roundup of a few Education–focused talks you won’t want to miss:Engagement in Education: Your Definitive Guide for Raising the Bar Customer Education, Integrated: The Human + Hybrid Model That Scales 90% Self-Service Engagement: How Alliant Transformed Their Customer Experience👉 Explore the full Pulse library for more on AI, Customer Success, Community, and beyond hereWhether you watched online or attended Pulse in person, please share the strategies that inspired you and how you plan to apply them in your own workflows and programs 🪄