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CE & Skilljar by Gainsight

Create compelling learning paths and a cohesive learning experience

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Jessica Enright
Jessica Enright
started this topic

🚀 New! Skilljar Customer Success Office Hours Now Available 🎉

Hi everyone!We’re excited to share some great news specifically for our customers in our Scaled Customer Success model (those working with u...
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cdonargo
cdonargo
started this topic

Gainsight CE Office Hours are Back! But in a new style ...

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...
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138 Topics
soniamoaiery
soniamoaieryGainsight Employee ⭐️
published in CE & Skilljar by Gainsight
Welcome Skilljar Customers
Welcome Skilljar CustomersNews

Welcome Skilljar Customers to the Gainsight Community!!  Skilljar Customers,We’re thrilled to officially welcome you to the Gainsight Community—a place for you to connect, learn, and grow with this incredible network of CE and CS professionals.Whether you’re looking to swap best practices, ask Skilljar product questions, get inspired by how others are using Skilljar, or just stay in the loop on what’s new—you’re in the right place.Here’s what you can do here: Ask and answer questions about Skilljar from peers and experts Connect with fellow Customer Education pros on best practices Share and upvote Skilljar product ideas Stay in the loop on events and updates  👋 We’d love for you to introduce yourself in this Welcome Thread! Stoked to have you here! 

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soniamoaiery
Kenneth R
Kenneth RGainsight Community Manager
published in CE & Skilljar by Gainsight
🚨 Breaking: Gainsight acquires Skilljar! 🎉

🚨 Breaking: Gainsight acquires Skilljar! 🎉We're leveling up learning with AI, ditching static courses for "in-the-moment" training. This deal isn't just news, it's a revolution in customer education. Read the story 👉 https://bit.ly/41W1ba6

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Kenneth R
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in CE & Skilljar by Gainsight
August 25th 3pm EST Office Hours Recap

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! 

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cdonargo
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lwhithamContributor ⭐️
asked in CE & Skilljar by Gainsight
LMS (Skilljar) data in Gainsight CS

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! 

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cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in CE & Skilljar by Gainsight
August 13th 3pm EST Office Hours Recap

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

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cdonargo
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in CE & Skilljar by Gainsight
August 13th 10am EST Office Hours Recap

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

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cdonargo
Jessica Enright
Jessica EnrightGainsight Employee ⭐️
posted in CE & Skilljar by Gainsight
🚀 New! Skilljar Customer Success Office Hours Now Available 🎉

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

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Jessica Enright
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in CE & Skilljar by Gainsight
August 6th 3pm EST Office Hours Recap

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

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cdonargo
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in CE & Skilljar by Gainsight
August 6 10am EST Office Hours Recap

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

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cdonargo
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in CE & Skilljar by Gainsight
August 4th 3 pm EST Gainsight CE Office Hours Recap

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

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cdonargo
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in CE & Skilljar by Gainsight
Gainsight CE Office Hours are Back! But in a new style ...News

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

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cdonargo
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in CE & Skilljar by Gainsight
August 4 10am EST Office Hours Recap

  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

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soniamoaiery
soniamoaieryGainsight Employee ⭐️
posted in CE & Skilljar by Gainsight
The Golden Skillet Award - In Europe!

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! 

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soniamoaiery
Alistair FIeld
Alistair FIeldHelper ⭐️⭐️⭐️
asked in CE & Skilljar by Gainsight
Where are the links for the subnavigation menu being taken from?

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 🙏

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Alistair FIeld
vgaurav
vgauravGainsight Employee ⭐️
posted in CE & Skilljar by Gainsight
Beyond "Nice-to-Have": Our Customer Education Philosophy

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

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vgaurav
Alistair FIeld
Alistair FIeldHelper ⭐️⭐️⭐️
asked in CE & Skilljar by Gainsight
Northpass Hero CTA

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

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cdonargo
NormRasmussen
NormRasmussenGainsight Employee ⭐️
posted in CE & Skilljar by Gainsight
Getting Started with Proving your Academy's Business Value

🚀 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

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NormRasmussen
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DonnaSContributor ⭐️
asked in CE & Skilljar by Gainsight
Notifications Upon Registration in CE

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.

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ElleShutty
ElleShuttyGainsight Employee ⭐️
posted in CE & Skilljar by Gainsight
CE+CS: Better Together

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

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Olivia BrennanContributor ⭐️⭐️
posted in CE & Skilljar by Gainsight
Academy homepage vs website landing page

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  

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cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in CE & Skilljar by Gainsight
Magical Pulse 2025 Sessions You May Have Missed!Blog

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 🪄  

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cdonargo
Alistair FIeld
Alistair FIeldHelper ⭐️⭐️⭐️
asked in CE & Skilljar by Gainsight
Search logic within CE

We have search enabled within CE but are getting feedback about poor results.We received some feedback from end users"The Search filter in Lexia Academy is very sensitive... for example: when searching "powerup student experience" it did not return the result "PowerUp Student Program Experience.""As you see below the returned result is NOT the desired content and I have no idea why it is found at all. 

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cdonargo
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user799Contributor ⭐️
asked in CE & Skilljar by Gainsight
Integration Zendesk and Salesforce

Has anyone integrated their Gainsight CE with Salesforce and/or Zendesk? Has it been useful/Valuable? What information is shared between systems?Our B2B SaaS organization would like to give our Implementation Managers and Success Managers visibility to learner information in Salesforce. And our support team uses Zendesk, and similarly would like to provide learner information to them if a learner contacts support with a question or requests for training etc. I am just curious how others use this integration and if it has been valuable? If possible if you could share a view of SF or ZD view that would also help us visualize what it will look like. Thank you! 

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daniel.truman
daniel.trumanHelper ⭐️
asked in CE & Skilljar by Gainsight
I can't find the "Custom CSS tab" mentioned in this help article

Hello, two questions I’m hoping for help with: I’m trying to set up this integration with Gainsight PX, and it mentions adding these code snippets after navigating to the “Custom CSS tab within Northpass”.  I don’t see a tab like that. I’m the admin for our site, but could this be a permissions issue? https://support.gainsight.com/ce/Integrations_and_Add-ons/Integrations/Gainsight_PX Also in the above link, it says “Please note that you must update the GAINSIGHT-PX-TAG-PRODUCT placeholder with your Gainsight PX product key” . We have multiple product keys within PX, is there a way to add multiple product keys? It’s unclear.  

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daniel.truman
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in CE & Skilljar by Gainsight
Skilljar Resources for Gainsight CE Customers and AdminsBlog

ICYMI: Gainsight acquired Skilljar!  We know many of you have questions, as you’re already using Gainsight CE as your learning solution, I understand! I wanted to first address that nothing is changing for your current CE experience in the short or mid-term. To ensure you’re well informed of what Skilljar brings to Gainsight, below is a curated list of official Skilljar assets to help you learn more at your own pace. 1. Walkthrough Videos and Academy Courses– Skilljar Interactive Demo Library walks through a few admin workflows like viewing analytics and building courses– Skilljar Academy,  start specifically with their Onboarding  2. Customer Examples & Inspiration– Browse real-world Skilljar academies for ideas on how other go about branding: Customer Academy Examples 3. Help Center & Docs– Skilljar Help Center: step-by-step admin and user guides about how specific parts of their platform function– API Documentation: for more technical workflows and integrations, in case you

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cdonargo

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