Troubleshooting, Best Practices & Next Steps

🚧 Please check the status page for information on Skilljar-Salesforce integration before performing any reconnection steps. 

Step-by-Step Reconnection Instructions

Follow these steps to restore your Skilljar-Salesforce connection. The process typically takes 10-15 minutes.

Step 1: Salesforce Package Upgrade

1. Have a Salesforce Admin install the new Managed Package: Salesforce Upgrade Link
2. (Optional) Choose the correct environment (e.g., Production)
3. Choose “Install for All Users”
4. Choose “Upgrade” 
5. (Optional) Approve third-party access
6. Wait for “Upgrade Complete!” message

Step 2: Access the Salesforce Integration Settings

7. Log in to your Skilljar Dashboard
8. Navigate directly to: https://dashboard.skilljar.com/salesforce

Step 3: Re-authenticate Your Connection

9. Expand the “Domain and Authentication settings” section
10. Your prior settings should still be intact:

• Domain filtering: Which domains pass data to Salesforce
• Sandbox vs. Production: Confirm correct Salesforce environment type
• Link Contacts: Enable if linking students to Salesforce contacts

11. Click "Save and Authenticate with Salesforce"
12. Log in to Salesforce with the Salesforce integration user you used previously
13. Grant the requested permissions when prompted

Step 3: Verify Your Connection

After re-authenticating, verify the authentication was successful:

14. A confirmation dialog should appear indicating successful authorization to Skilljar 
15. The green confirmation in the “Authentication status” block at the top of the page indicates a successful connection to Salesforce

Step 4: Backfill Historical Data

Once your connection is verified, you can restore training data that wasn't synced during the downtime:

16. On the Salesforce settings page in the Skilljar Dashboard, locate the Backfill button
17. Click the button to initiate the backfill process
18. The backfill process runs in the background, and will take time to complete.  Time varies depending on data volume and may take upwards of 24 hours to complete.
19. Verify in Salesforce that content has populated into your Salesforce App.

Additional Resources

Skilljar Documentation

Contact Information

• Skilljar Technical Support: support@skilljar.com
• Status Page: status.gainsight.com
• Community FAQ: communities.gainsight.com