CE & Skilljar by Gainsight

Pulse 2024 in St. Louis is in the books—and what an experience! The first dedicated track to Customer Education sparked a ton of lively discussions and thought-provoking questions from the audience. Here are some of the most popular/common questions—and my answers: Couldn’t make it or want to relive every CE session? Check out the Pulse Library. 1. How can a Help Center and Knowledge Base complement an educational academy? Think of your Help Center and Knowledge Base as the go-to spots for quick help and deep dives outside formal training. They're great for reinforcing learning and answering those middle-of-the-night "how do I..." questions. You can also build upon your h

Determining the ideal login and visibility of your academy is important, and to do so, two settings in Gainsight CE need to work together: choosing between public and non-public settings and understanding the various authentication methods available. Let's dive into how these settings and methods interact:  Authentication Methods Gainsight CE supports 3 different authentication/learner login methods; below is the TLDR. For a more detailed outline, here is our Help Center’s Overview of Authentication Methods Pre-Registration Authentication:Learners create an email and password-protected account. Suitable for both public and non-p

Missed out on or looking for any upcoming Gainsight Customer Education events? You’ve come to the right place! 👋  Previous Sessions: Gainsight CE Office Hours: Learning Paths- Recap from May 2024Gainsight CE Office Hours: Discovering Analytics Recap from June 2024Gainsight CE Office Hours: Group Management : from July 2024

 We held our 2nd ever Gainsight CE Office Hours on Discovering the Basics of Analytics! If you weren’t able to join, here are the key takeaways and the recording below: Key Takeaways: How do Analytics differ from Enrollments data?: Enrollments data are a quick glance of data in close to real time including learner name, their enrollment date, and course or learning path completion percentage.  Analytics are more granular analysis of more specific data in your program.   Common Definitions:  Enrollments: date learner enrolled in a course or LP via individual or group assignment or when a learner self enrolls themself.  Active Learner:

Expected workflow: When the learners clicks “Webinars” then they will see “list of events” available for them. Next to each event there is a “view button”. When learner clicks “View” button then they are redirected to the respective training calendar embedded in the section.

Hello!  We are working on building out a CS Mgmt and CSM handbook/playbook that outlines our expectations on a daily, weekly, monthly basis as well as includes some best practices and what "good" looks like.  Do any of you have anything like this or any ideas that should be included?

🚀 Steal My Customer Education Strategy 🚀If you’re the trainer or facilitator in the room, do you need to have all the answers?One of the bonuses of working with adult learners is that they have a wealth of experience and knowledge that’s valuable to you and their fellow learners. As often as possible, we strive to design a collaborative learning environment where participants can share their expertise.Here are some specific tips to leverage your customers' expertise:🤝 Invite learners to work together to solve problems. These could be real world scenarios that you provide, or they can share their own business challenges and gather ideas from their peers on how to address them.🎤 Ask learners to present on topics that they know well, in panel discussions or other creative formats.📝 Use quiz question review as a chance for learners to explain their understanding and rationale.💬 Encourage learners to join

 In today's SaaS economy, proving the value of your role and organization to the business is critical for securing budgets and ensuring the longevity of your programs. If your leaders aren't aware of the tangible value your Customer Education program brings, it could be at risk of being cut. This makes it imperative to measure and communicate the true business impact of your educational initiatives. Moving Beyond “Vanity Metrics” While metrics such as"Course Completion Rates," "Number of Certifications," and "Monthly Active Learners"… are important leading indicators, they don't necessarily demonstrate direct business value. To truly understand the

We have created Dynamic Quizzes and are using them for our certification programs. We are constantly reviewing questions to ensure they are relevant to the users. If we come across a question that we need to delete, how does affect the quiz? 

What Metrics Do You Track?Each of us might be focusing on different numbers and metrics in our learning programs, from learner engagement to content effectiveness. This probably depends on your program too (since no two academies are alike❄️); you may have a course heavy program, or all learning paths, you may track individual learner progress, or by group segment (for example: customer-specific groups or persona groups). So I’m curious if you have an answer to one, some, or all of the below:What specific metrics do you track to gauge the success of your customer education program?  Are these metrics available in Gainsight CE’s analytics dashboards? If so, which dashboards do you use most often? Additionally, do you track any usage metrics outside of your education platform to get a fuller picture of your program’s impact?Join Our next Office Hours session!

I’ve heard some feedback from customers who are having a hard time getting their users/learners to complete courses and trainings.  Do you utilize any incentives to encourage education completion in your academy? Or, what other methods do you use to encourage training completion?  For example, I’ve seen some customers award users with swag upon completion of training. If education is part of a customer’s onboarding journey, I have seen some customers make this mandatory! They must complete course(s) or learning path(s) before they are able to continue on their onboarding journey and schedule their next call.  

Earlier this year, we ran a webinar series covering a variety of topics to help support CS and CE practitioners kick start their Education programs (or take them to the next level!). I’m resharing the recordings here for easy access to the content, and to encourage follow on conversation. 😄You can’t build and launch a successful customer education program without a strong leader. Whether you appoint one from your team or recruit someone new, this session shares the tools and insights you need to select the right leader to guide your program to success:The essential traits and skills to look for in a team leader Strategies to find and interview top candidates, including essential questions to ask them. Guidance on the roles and responsibilities to include in your job description (and, a ready-to-use template attached below). Practical tips for evaluating candidates to ensure they’re the perfect fit.

If you work in Customer Education or you're responsible for helping your CS team scale, you really should subscribe to Joe Ryan’s newsletter. The latest edition had me instantly re-sharing practical tips with colleagues over Slack, registering for upcoming webinars, saving podcasts to listen to later - and I'm not even done reading it! 😂 

Hi all,Has anyone used a Gainsight survey link embedded into Education? I know the current functionality supports SurveyMonkey but wondering if we could use the surveys in Gainsight.

Bulk remove from group within CE? I see where you can go and add multiple people into a group. But looking to find a way to bulk remove them from a group. 

Hi everyone! My name is Lila Meyer, and I lead our Education Services team at Gainsight. We’re responsible for everything on Gainsight University, Pulse+ (CS training and certificates), plus product certificates and virtual instructor-led training. I plan to share here some of my own learnings, and helpful resources I’m encountering out in the Customer Education world. Please add your own questions, comments, and experiences, so we can all learn from each other! 😀First up, a “steal my education strategy.” 😉🎯 Micro-learning and Reusable ContentShort and sweet training content is becoming more and more popular. In that vein, you can also repurpose videos that are part of your existing longer form content to assemble a quick tip library. Our team is doing a

One of the biggest pain points I hear from Academy/Education Managers is why are my engagement numbers so low? POV: You’re checking your education program’s numbers. Learners are enrolling in courses/learning paths but not starting or completing them. Alternatively, some users might have received academy invitations but never activated their accounts. Here’s how to identify these specific users:Check the Course/Learning Path Enrollments Tab Access the Course Enrollments Tab. Click on the live link next to the course name that shows the number of course enrollments. On that page, then filter by progress to see the progress of each learner. Identify users who are enrolled but have not started the course, or who have started the course and not completed. You are able to 

Expected workflow: When the learners clicks “Webinars” then they will see “list of events” available for them. Next to each event there is a “view button”. When learner clicks “View” button then they are redirected to the respective training calendar embedded in the section.

Thanks to everyone who joined the first CE office hours session on building and enhancing your Learning Paths for your education programs! Key Takeaways: Learning Paths can be structured to guide users through a series of courses or modules designed to achieve specific learning objectives. They provide a clear progression route for learners, making it easier to track and achieve learning goals. It’s important to start with clear objectives: What do you want the learners to achieve? Design courses/modules that are sequentially aligned to build upon each other. Incorporate various types of content in the courses for your paths (videos, quizzes, interactive activities) to cater to different learning styles. Regularly update the content to ensure it remains relevant and engaging. Leverage analytics in Gainsight CE to track progress and identify areas where learners might be struggling.

On Thursday, May 23rd, we’re beginning our Gainsight CE Office Hours series! Our first session will be a walkthrough and discussion on using Gainsight CE’s Learning Paths within your education program.  If you haven’t signed up yet, do so here 😄 As we plan to run these Office Hours on a monthly basis, what topic would you like to learn about next? 

Get ready, cause this year at Gainsight’s annual Pulse Conference, there will be A WHOLE TRACK DEDICATED TO CUSTOMER EDUCATION!! 🗣 What can you expect from the Customer Education track sessions?You will gain valuable insights from industry experts! Whether you're starting fresh or refining your existing education program, you will learn from first hand examples on the tools you need to align education with customer success and your company’s overall business objectives. Here is a link to the full attendee guide solely focused on Customer Education

For those utilizing Gainsight CE (F.K.A. Northpass) across multiple use cases and user bases, we're curious about your approach to managing content, people, analytics, and more. Specifically, do you manage these aspects within a single instance of CE or across multiple instances? Here are a few items to keep in mind: Authentication:  CE supports one authentication method per instance. If you aim to have both user bases share login methods, this can be achieved within a single instance. However, if your external users use SSO while internal employees utilize a separate login, separate instances may be necessary. Content Management: If both user groups will be seeing some of the same courses, updating content is streamlined within a single instance, as

Are you facing challenges in maintaining learner engagement within your  Academy? Have you been searching for a straightforward solution to re-engage inactive users? We recommend leveraging automated "engage" communications within CE, specifically through the use of the dynamic feature known as the "inactivity nudge." What is an Inactivity Nudge? 🤔An inactivity nudge is an automated email, native to our platform, designed to gently remind inactive learners to return to your academy and resume their course progress. It's a subtle yet impactful way to re-engage learners who may have lost momentum or become distracted by their busy schedules. Read more details on messaging and timing here: Inactivity Nudge EmailsHow to Set Up an Inactivity Nudge 💻 Navigate to the communications