CE & Skilljar by Gainsight

Hi!  I'm looking for insight on how people are handling optional lessons in your courses.Our Challenge:While I appreciate that Skilljar provides an optional lesson setting, I've found that the dotted circle icon visual indicator isn't intuitive for our learners. Many don't realize they can complete the course without finishing those lessons :-(  Our Current Workaround:We’ve been adding "Optional Lesson" directly in the lesson title (e.g., "Optional Lesson: How to Edit a Field"), but this feels clunky and clutters the lesson titles.My Questions for You:Are your learners also confused by the optional lesson indicator?  Have you found effective ways to communicate that a lesson is optional? Do you use any other workarounds (e.g., include some details on optional lessons in your course intro explanation)?I'd like to find a solution that's clear to learners without having to manually modify the lesson titles. Thanks in advance for sharing your ideas!

re: the recent Salesforce Connection Failure...Can you confirm if this impacted the Northpass app (as a subsidiary of GS), or only the Gainsight app?  

Skilljar Community,For people using custom code snippets that don’t fall into the “Skilljar-supported” category, have you experienced any significant challenges that have caused issues with your site’s usability? Trying to understand the real-world impact of using custom code that is not “supported” by Skilljar.Thanks in advance for your input!

We have multiple domains, one  internal-facing (for employees only) and another external-facing (for customers, although internal users can access it too).When managing domains, there is a setting for Cross Domain Access. It says “When "Off" - students will need to register (or purchase) the course separately on each domain for access. When "On" - a student may access the course on any domain after registering once.”Two QuestionsWe want internal employees who enroll in courses on the internal domain to also be able to access those same courses and see their progress when they log into the external domain. Will enabling this setting accomplish that? Important: We do NOT want this to work in reverse - external customers should not be able to access internal domain courses. Does this setting create one-way or two-way access?"

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?

Hey everyone!Exciting news, Skilljar by Gainsight has been nominated for Vendor of the Year in this year’s ACE Awards, hosted by the CustomerEducation.org community. If Skilljar has helped power your Academy, community, or customer education programs, we’d love your support! Please share this voting link with your customers and contacts to help spread the word:👉 Vote here🗓 Voting closes November 14!We’re also thrilled to see so many Skilljar customers nominated this year in other categories. Let’s give a round of applause to Kevin Dunn (Airtable), Danielle Evans (Sendoso), Eric Mistry (Zapier), Dee Kapila (Intercom), and Miro Academy for their nominations. 👏

I often have conversations with customers who worry they’re not seeing enough “engagement” in their academy and assume it’s because their content isn’t good, but usually, that’s not the case! Part of getting that engagement is about placement and visibility. One impactful way to increase engagement is by empowering your customer-facing teams to talk about your academy offerings.When your internal teams, Onboarding, Support, and Customer Success, know what’s available in your academy and how it helps customers, they can naturally promote it during their day-to-day conversations. This cross-functional knowledge drives awareness, adoption, and makes your end users feel more supported throughout their journey.How do you enable your internal teams to talk about your academy?Do you run enablement sessions or product demos for your customer-facing teams? Use macros, snippets, or templates that reference courses in customer communication? Send regular internal updates or launch spotlights when

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?

User Case: Webinars are furnished by the org. I would like to be able send a link that connects them directly to the webinar (course enrollment… unfortunately no). To protect against others orgs accessing IP, we require a user to be a part of a group to enter. When a GROUP ENROLLMENT link is sent, and there is only ONE course, the user will fall directly to the course/webinar. When there is more than one course, they fall to the home page. I also want to provide access to all product related webinars (meaning I cannot select “in catalog/for sale”Looking for a solution that (with one link?): Enrolls a user in a group (one course, sends them directly to the course) Enrolls a user in a second group (enrolls them into the rest of the related webinars).orEnrolls a user in a course and sends to course also enrolls in a groupI was thinking of trying a webhook, but unless I get IT time, I do not have access to a server. Happy to try and use AI if someone has an idea of how I can complete it my

I would like to perform an analysis on communications sent from Northpass. to Identiy open rate, click through rate etc. Is there a way to do this?

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: https://events.zoom.us/ev/AkBvTn7gHNB6VG_1Rkaf4xIkpF0iHPFMnQe_tPu-ZxmKhEQWVerc~AuMinFLKgQ3YmMXqZ_z27-MGsLjfIvayJhpvuKa1bwDF9JOYHk_k7TY3yQ 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 Offic

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: https://events.zoom.us/ev/AkBvTn7gHNB6VG_1Rkaf4xIkpF0iHPFMnQe_tPu-ZxmKhEQWVerc~AuMinFLKgQ3YmMXqZ_z27-MGsLjfIvayJhpvuKa1bwDF9JOYHk_k7TY3yQ 🤔 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

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:  https://events.zoom.us/ev/AkBvTn7gHNB6VG_1Rkaf4xIkpF0iHPFMnQe_tPu-ZxmKhEQWVerc~AuMinFLKgQ3YmMXqZ_z27-MGsLjfIvayJhpvuKa1bwDF9JOYHk_k7TY3yQ 🤔 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 th

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, REGISTER HERE Have a Skilljar Customer Success Manager? If you’re working directly w

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:  https://events.zoom.us/ev/AkBvTn7gHNB6VG_1Rkaf4xIkpF0iHPFMnQe_tPu-ZxmKhEQWVerc~AuMinFLKgQ3YmMXqZ_z27-MGsLjfIvayJhpvuKa1bwDF9JOYHk_k7TY3yQ 🤔 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 l

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: https://events.zoom.us/ev/AkBvTn7gHNB6VG_1Rkaf4xIkpF0iHPFMnQe_tPu-ZxmKhEQWVerc~AuMinFLKgQ3YmMXqZ_z27-MGsLjfIvayJhpvuKa1bwDF9JOYHk_k7TY3yQ  🤔 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

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:  https://events.zoom.us/ev/AkBvTn7gHNB6VG_1Rkaf4xIkpF0iHPFMnQe_tPu-ZxmKhEQWVerc~AuMinFLKgQ3YmMXqZ_z27-MGsLjfIvayJhpvuKa1bwDF9JOYHk_k7TY3yQ  🤔 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

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:    👉 https://events.zoom.us/ev/AkBvTn7gHNB6VG_1Rkaf4xIkpF0iHPFMnQe_tPu-ZxmKhEQWVerc~AuMinFLKgQ3YmMXqZ_z27-MGsLjfIvayJhpvuKa1bwDF9JOYHk_k7TY3yQWhy 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 em

  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: day: https://events.zoom.us/ev/AkBvTn7gHNB6VG_1Rkaf4xIkpF0iHPFMnQe_tPu-ZxmKhEQWVerc~AuMinFLKgQ3YmMXqZ_z27-MGsLjfIvayJhpvuKa1bwDF9JOYHk_k7TY3yQ 🤔 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 suppo

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!