CE & Skilljar by Gainsight

So, you successfully launched your customer academy…..  Launching your academy with a learning platform is truly a team effort! Your customer facing teams (Customer Success, Marketing, Product, etc.) collaborated to create educational courses and learning paths, designed a captivating interface, blasted out email and social media communications marketing it, and embedded it into your platform to make it easy for your customers to access relevant courses in their moment of need.How do we ensure your customers continue to return to this resource? Here are some tips you can use to elevate awareness of your academy and keep your customers engaged:Integrate Learning into Conversations 🗣: During your customer calls and interactions, make it a point to discuss the academy and how it can benefit them. Whether you're pointing them there to get their questions answered or just sharing as a new update, mentioning the academy as a go-to resource can embed it into your customers' muscle memory fro

If you’ve been following our recent community posts about Customer Education (CE)—here and here—you know we’ve been investing a ton of resources into improving your admin experience and aligning CE with the rest of Gainsight’s product suite (CS, CC, and PX). Gainsight CE’s new login experience builds on those initiatives, which we’ll roll out to users in batches over the next couple of months. Here’s what you need to know:  What’s Changing to the Login Experience and What Does It Mean for You? A lot of work went into the backend development of your new login experience, but not much will change with how you use your academy and make the most of Gainsight Customer Education. Instead of accessing your academy like this…You’ll log in with this flow instead. That’s it.Gainsight CE-only customers: If you only use Gainsight CE, use your existing credentials to securely log in to this new page. Multi-product customers: If you’re using CE with Gainsight CS, PX, and/or CC products, access your

Hello Gainsight Community,We just had a blast 🚀 listening to an enlightening episode of the CELab podcast, featuring Brian Oblinger, a wizard 🧙‍♂️ in the realm of community and customer education. The episode, "Community and Customer Education are Better Together," was like uncovering a treasure chest 🏴‍☠️ of insights on how merging these worlds can supercharge customer success and product engagement.Brian stresses the importance of keeping our customer journey as smooth as a slide in a playground 🛝—no need for anyone to climb over the complex structure of our org chart! This message hits home 🏠 with us at Gainsight as we work magic ✨ to make our users' experience as seamless as pie 🥧.Key Takeaways with a Sprinkle of Joy: 🤝 Together is Better: Combining community efforts with customer education creates a super blend for enhancing customer experiences. 🚫 No Org Chart Maze: Customers shouldn't need a map to navigate our services. It's all about creating one big happy path 🛤️.

Hi Friends! We’ve just started the process of setting up our CE portal and I’ve been going through the Northpass Academy courses. In one of them (Communications: Engage Learners) there’s an embedded document that shows the differences between the three packages when it comes to sending out messages and nudges to users. I’m wondering if there is a more comprehensive version of this list that includes all the differences between the packages. For example the document shows that with an Enterprise package you can remove Northpass branding from the messages, does this also extend to removing branding from all pages? (This is just an example, I would very much be interested in seeing a full list). Thank you!

Hi CE Friends! Today we have launched our brand new Knowledge Center Bot within the CE (FKA Northpass) Application!  This powerful little guy is powered by Gainsight PX if you want to learn more about how we do this! ➡Here’s a short little video to show you how to use it!⬅  When you open up the application you’ll see a little green robot friend in the bottom right corner. (*Tip - you can drag the Bot anywhere on the screen if you need to move it!)   When it opens - here’s what you’ll see:Link to our Gamechangers Community where you can engage with users just like yourself to ask for tips & tricks as well as submitting Feature Enhancement Requests! The middle tiles will bring you to the most commonly accessed support documentations  🔍SEARCH FOR ANSWERS 💪🏼The most POWERFUL part of this bot is the ability to search for commonly asked questions and find the documentation and guidance. In the example below, I have searched for “quiz” and it will pull in all of support documentation t

Has anyone used Articulate 360 to prepare content for their learning management system? My team is looking into investing in Articulate but aren’t sure if it would collaborate well with the Gainsight Education/Northpass system.

If you’re looking to separate your learners’ page of assigned courses from your course catalog, and also enable a more personalized and engaging homepage experience in your Academy, we suggest turning on Website and Catalog within CE!  Why Enhance Your Homepage?Your homepage serves as the gateway to your learning program, so its essential to make a good first impression! 🤝 Use this opportunity to create a visually aesthetic experience that aligns with your product and company’s brand, a welcoming message that highlights the purpose of your Academy and what they can take away from your learnings, and suggested featured courses to guide learners from the jump.  Key Benefits of an Enhanced Course Catalog:A single catalog streamlines the process of CE admins adding available content for all without assigning it. Also, your learners can easily discover and self-enroll into any topics relevant to them. If your learners don’t want to search your rich catalog alphabetically, they have the abi

Hey there!We struggle with creating and uploading high quality gifs into our pages. Our higher quality gifs are too large and when we keep them under 5MB the quality suffers. Any tool recommendations for high quality gifs under 5MB? Preferably available for both macOS and Windows?

Your learners most likely come to your education platform on a mission. It could be that a customer has forgotten how to utilize a feature in your app and is seeking a quick refresher or you've recently updated your platform or introduced a new add-on, and users are eager to explore to learn more about it. In today's fast-paced world, everyone is in a hurry, wants to find what they want as quickly as possible and get up to speed ⏩ If you have an abundance of valuable learning content, but are finding that your users are unsure where to dive in first or find what they are looking for, let’s learn about incorporating a search bar and categories to your Academy! Keep reading to see how (and why) you should add these in.    The search bar will be positioned in the top right corner ↗ of your learner-facing Academy. Learners can type in key terms that they will hopefully lead them to the relevant content they are looking for 👀 The CE search bar shows exact matches, directing learners to cou

Do you know how to invite learners to activate their accounts in CE (FKA Northpass), nudge them to continue their courses, or deliver earned certificates directly to their inbox? Look no further – just harness the power of native CE communications!  📱💻 🔔🔌 📩 🤳Here are some essential tactics to increase open rates and ensure these communications feel like they're coming directly from your company: 1- Ensure Email Templates Visually Mirror Your Branding 🖍 Navigate to the Communications tab, select the specific email you wish to customize (you’ll see below I’m editing the Inactivity Nudge), and click on Content. Look for the three dots on the right, and choose "Restore Default Content". Upon doing this, your school colors and logo will automatically fill into the email! ⬇ ⬇ Pro Tip 🧠 If you have an email live and crafted already and want to update your logo, colors, etc, make sure you save the copy of your previous email, because making this visual change will default the email bac

Hello Gainsight CE (formerly Northpass) family! We’re gearing up to have an incredible Pulse this year in St. Louis (new location!) and we want YOU to share your story and take the stage! Take this opportunity to share your Customer Education Success Story with the wider Customer Success world.This year’s Pulse is really focused on Customer Impacting SaaS - this includes Customers Success, Product, Community, and Customer Education!  💫 HERE is our speaker nomination form💫 We often get a lot of questions around “How can I set myself up for success to get selected to speak at Pulse?”  Well, keep on reading to learn more. I'm going to list out some advice to help set you up to increase your chances of being selected - it doesn't need to hit all of these points, but the more the better! Formatting your talk:Problem, Solution, and Outcome 🫡 Some of the most engaging talks stick to a linear path of illustrating what the problem was that your team needed to solve for, what the solution was

Add a Milestone  Milestones are a helpful way to ensure your learners are engaging with content in the way you need them to. 👀(More FAQs listed at bottom of page on Milestones!) What is a Milestone?Think of milestones as specific metric learners must meet in order to proceed within the course. You can choose to leverage milestones to encourage users to voluntarily engage with the content in a specified manner, or to require users to complete the criteria before they can move forward in a course. Why would I want to use Milestones?Many Gainsight CE (FKA Northpass) clients create milestones that require users to complete a quiz with a particular score, for example, 70%. The users will not be able to view content or complete the course until they successfully receive 70% or greater on the quiz and successfully meet the milestone. This ensures your learners are absorbing material presented and that you're able to measure success.  How do I set up Milestones? Step 1Start in the Content tab

 Hello there, Education Friends!   My name is Kat Kenny and I lead the Customer Success teams here at Gainsight for our CE (Customer Education; FKA Northpass) and PX (Product Experience) products.  CSMs are here to help provide industry and product best practices, thought leadership, and aligning on your goals to ensure we are customizing recommendations to help achieve desired outcomes.  Ultimately, we want to ensure you are getting value from our product and that you are able to measure the impact to the rest of your company. Scale & Efficiency I think we’re all feeling and hearing that we are in the Era of “Do More with Less”.  Especially since AI has entered the picture, companies are looking to understand how to become more efficient, scale their efforts, and identify more 1:M methods to exponentially increase efficiency and decrease cost to serve(here’s a great blog post about how Customer Education and Community play a big impact on this topic!).  This also increases stickin

Hey, there—thanks for stopping by to learn more about how Gainsight Customer Education can help you digitize training and drive better outcomes for you and your customers.Here’s how: Course Creation: Easily create or upload multi-format courses (videos, quizzes, ILTs, and more etc.) that cater to different learning styles and keep your customers learning about your product. Delivery:  Motivate customers and increase their product proficiency with learning paths and courses tailor-made to their unique challenges and product use cases.  Learner Engagement: Deliver timely and personalized communications to ensure your customers stay engaged with your academy and content.  Branding & Customization: Match your academy to your brand standards by uploading your logo, color scheme, and graphics. Customize your academy even more with flexible templates, or use data in your tech stack to deliver personalized experiences that help your customers unlock product value. Analytics & Administr

[Webinar Recap] Get (Culinary) Schooled: Bringing Customer Education to a CS Strategy All chefs need training to master their craft, just like your customers need proper onboarding and training to unlock your product's value. But unlike chefs, who can tweak recipes on the path to perfection, your customers crave a more structured recipe (of courses). In this edition of our “Chef’s Kiss" webinar series, Matthew Meeks, Director of Customer Education and Global Programs at Front, shares how his team uses the Front Community and Front Academy, both powered by Gainsight, to support thousands of customers across industries and team structures. Here are the key pillars of Front's strategy:  Training starts on day 1 (if not before) Front understands the importance of getting their customers off on the right foot, which is why Matthew and his team rely heavily on learning during the onboarding process (if not before during the trial phase). By delivering education early in their journey—through