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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 communicating with your team to use a single login method consistently.

🤔 2. I want to send a survey to users who are enrolled in a specific course. How can I do this?

You have two options:

  1. In-Course Survey: Add the survey as the final activity in your course. This keeps the experience self-contained and avoids separate communications.

  2. Email Survey to Specific Users:

    1. Pull a list of learners who are enrolled in or have completed the course.

    2. Add those users to a specific group.

    3. Create a one-time broadcast message targeted to that group, including the survey link and context for why they’re receiving it.

🤔 3. My freeform course contains optional content, and the Course Completion report shows lots of “No” completions—even though learners are consuming the sections they need. How can I fix this?

To improve the accuracy of your completion data:

  1. Break the course into smaller, focused courses, each covering one section or topic.

  2. Add those smaller courses into a Learning Path with freeform navigation.

  3. This allows learners to choose only the relevant courses while still giving you clean, per-course completion data. It also creates a more flexible and user-friendly experience for your learners

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