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Customer Education (CE)

Create compelling learning paths and a cohesive learning experience

  • 93 Topics
  • 99 Replies
jgasparro
jgasparro
started this topic

New to Customer Education (CE)? Check out Gainsight University!

22 Microlearning Courses on Customer Education (CE)!If you’d like to learn more about CE, check out Gainsight University. We’ve got 22 innov...
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cdonargo
cdonargo
started this topic

All Gainsight CE Frequently Asked Questions!

We launched the Gainsight CE Series to address common questions we frequently receive and to provide clear documentation in areas where we’v...
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cdonargo
cdonargo
started this topic

Previous and Upcoming Gainsight CE Office Hours Sessions

Missed out on or looking for any upcoming Gainsight Customer Education events? You’ve come to the right place!   Previous Sessions: Gainsigh...
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93 Topics
sfogg1234
sfogg1234Helper ⭐️
asked in Customer Education (CE)
Recommended Viewing Specifications for learners

Could we get a complete list of technical specifications for viewing eLearning within our Gainsight CE Academy? We need to share this with our customer IT teams.  Thanks!

174
sfogg1234
3 hours ago
S
Sriram SivakumarContributor ⭐️
asked in Customer Education (CE)
Is there a Non-SSO Environment for Temporary Account Access?

I’m looking for insights on whether it’s possible to have a NON-SSO environment for managing temporary accounts . The idea is to create accounts for contract employees so they can complete their training, and once they’re done, we can revoke their access.Does anyone know if such an environment exists or if there’s an alternative solution to achieve this?Looking forward to your suggestions!Thank you!

101
cdonargo
4 hours ago
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in Customer Education (CE)
Office Hours Recap: KPIs in EducationBlog

This Office Hours session was packed with insights on leveraging education programs to drive business outcomes. We discussed how to align education KPIs with key goals like scaling, adoption, and retention.   Vanity Metrics and Engagement Numbers: (8:20)We began by discussing the importance of vanity metrics to begin; enrollment numbers, course completion rates, active learners, etc. are important to celebrate and to set benchmarks for, but sometimes they don’t always tie to business outcomes, like improved retention or reduced onboarding time.Start with Baselines: (10:05)Setting baseline metrics is critical to proving the value of your education program over time. Track progress at key intervals, quarterly, bi-annually, or annually, to showcase improvements and drive decisions.Examples of Metrics by Goal: Scale: (11:38)Reduce onboarding time by creating Learning Paths: Save time for CSMs by including actionable next steps, like embedding Calendly links in course completion screens. Tr

110
cdonargo
20 hours ago
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in Customer Education (CE)
Join us Jan 21st to Learn about KPIs in Education/TrainingBlog

We’re hosting another Gainsight CE Office Hours session this month, and we’d love for you to join us! This time, we’re diving into KPIs that Matter Have you ever wondered if the metrics you’re tracking really align with your business goals? Vanity metrics are important to have to aim for meaningful benchmarks, but you may be at the stage where you want to discover and showcase the actual impact of your Academy. Let’s figure it out together!  Here’s what we’ll cover:  - Aligning Goals with KPIs: Learn how to connect your Academy’s goals to your company’s larger business objectives using Gainsight’s Customer Success framework.  - Tracking the Right Metrics: Go beyond completion rates: let’s talk scale, retention, adoption, and expansion.  - Real-World Examples: See how other teams (like Customer Success and Support) use education KPIs to drive results. We’ll even have a successful Gainsight CE customer join us for this. Why Should You Join? - Gain actionable strategies to define and meas

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cdonargo
7 days ago
S
Sriram SivakumarContributor ⭐️
asked in Customer Education (CE)
Query Regarding Pending Learning Assignments for Deactivated Accounts

Hi Team,Is there a rule or configuration in the system that automatically removes pending learning assignments when a user's account status is set to "Deactivated"?We’re exploring ways to streamline assignment management, especially in scenarios where user accounts are deactivated. Any insights or best practices on this would be greatly appreciated!Thanks

261
revathimenon
7 days ago
daniel.truman
daniel.trumanHelper ⭐️
asked in Customer Education (CE)
Instruction Led Trainings Attendance update - How to trigger automatically

Been trying to find some information on this in the help center with no luck (this is the article I’m reading: https://support.gainsight.com/ce/Integrations_and_Add-ons/Learning_Tools/Instructor-Led_Training)  When we have attendees for our instructor led training, I can see how we can manually update if a registrant attended or did not attend, but how do we automate this? Is there an option I missed to have this log who joined the event? Doesn’t seem to be documented, but the specification that this is the manual approach implies there’s some automated way to do it too.

664
shambhawi
12 days ago
cdonargo
cdonargoGainsight Employee ⭐️⭐️
posted in Customer Education (CE)
How Do You Streamline Content Updates in CE?

A common challenge we hear from Gainsight CE admins is the time it takes to update course content when a product or process changes. Updating existing courses is necessary to ensure accuracy, but it can also take time away from value-driven strategies, like planning your quarterly education goals, diving into analytics, or finding new ways to maximize your Academy's impact. 🧠 Pro Tip: In Gainsight CE, replacing individual content in courses is straightforward using the Replace button for specific content types in the Media Library. While the above this simplifies part of the process in Gainsight CE, we know that organizing, reviewing, and re-uploading content can still feel like a heavy lift, especially if you’re juggling multiple projects.That’s where we’d love to hear from you!What external tools do you use to store and organize content, or make re-updating easier and more streamlined? Do you rely on internal workflows or processes that help your team manage/prioritize updates? How

231
cdonargo
14 days ago
sfogg1234
sfogg1234Helper ⭐️
asked in Customer Education (CE)
Assistance Needed: How to Add New Instructors for ILT Event Sessions

I have thoroughly searched both the Community resources and Gainsight University but have been unable to locate instructions on how to add new instructors so they are available to select in new ILT Event Sessions.Could you kindly point me to these instructions or provide guidance on this process? Your assistance would be greatly appreciated.Thank you in advance for your help!Sheri Fogg

282
sfogg1234
14 days ago
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in Customer Education (CE)
What's the "End-of-Course Screen" and Why Use it?Tutorial

Have you explored how the End-of-Course Screen can help guide your learners throughout their learning experience?  🧠 Tip: This feature is only available for individual courses, not courses within learning paths. You can edit these setting in the specific course settings via the course builder in the End of course screen section (see below) The default end-of-course screen offers basic functionality: a simple congratulations message with options to return to the dashboard or revisit the completed course.By creating a custom end-of-course screen, you can:  Add tailored descriptions, explaining what learners have achieved and what they can do next.   Use call-to-action (CTA) buttons to direct learners to another course, your website, or other resources.  Reinforce the learning journey with clear, actionable next steps. For example, direct learners to notify their manager or CS representative after completing a course. 

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cdonargo
18 days ago
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in Customer Education (CE)
CE Office Hours: Communications RecapBlog

 In case you missed it, ​@tmcmahon and I hosted another CE Office Hours talking all about (Email) Communications! The recording is below, but here’s an overview of what we discussed... Exploring Email Types- What emails can be sent via Gainsight CE? Course enrollment and Inactivity nudges fall under the Engage tab  Group messages can be found in the Broadcast tab Default messages based on what settings you have turned on in your school, are in the Administer tab (academy invitation, password reset, etc).   “Hidden” communications- Custom Learning Path and Custom Instructor-Led Training notifications can be created and managed in the Content tab (Under LPs and ILTs)  Establishing Email Settings- Where do I configure email settings?Multiple emails can be set up in 1 event for ILT emails (for example, reminder before event and recap after event email).  Learning Path emails can be sent upon enrollment or upon completion of a LP All other email settings can be configured via the Comm

615
daniel.truman
23 days ago
daniel.truman
daniel.trumanHelper ⭐️
asked in Customer Education (CE)
What specifically does the Zoom integration for CE do?

We’re looking to implement the Zoom integration, but I’m having trouble finding exactly what it does. This help article explains how to set it up, but doesn’t explain the features: https://support.gainsight.com/ce/Integrations_and_Add-ons/Integrations/Zoom  What specifically does the Zoom integration change for ILTs? Does the Zoom integration from CE automatically create a Zoom event or do these have to be done separately and added to each event?

614
shambhawi
1 month ago
cdonargo
cdonargoGainsight Employee ⭐️⭐️
posted in Customer Education (CE)
Find Inspiration: Customer Success Stories with Gainsight CE

I often get questions from customers looking for examples of “successful academies.” While we don’t have many public academies to share with you visually, we do have plenty of great case studies showcasing how customers have used Gainsight CE to drive impactful results for their businesses!Take a look here: Customer's Education Success Stories   For example, Uptick Academy used Gainsight CE to streamline onboarding and improve training engagement. Since launching their Academy, they’ve:Reduced live onboarding time by 75% 🚀 Increased daily training engagement by 500% 📈 Improved content quality 🎯Aleks Petrovic, Product Learning Architect at Uptick, (who is also my customer!) shared:"There’s been a lot less derailing since Uptick Academy launched—things stay on schedule."Do these outcomes resonate with your goals? Have you achieved something similar, or are you looking to? Let us know in the comments, or feel free to connect with your CSM to share your thoughts or explore what’s next f

160
cdonargo
1 month ago
daniel.truman
daniel.trumanHelper ⭐️
asked in Customer Education (CE)
Accessibility settings in CE

Is anyone aware of any way to add captions to videos in CE? We have some users who are hard of hearing and if this is possible it’s not obvious how to enable it.

715
E
1 month ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Customer Education (CE)
Participate in our State of Education in the Customer Journey survey

What’s the future of Customer Education? Let’s figure that out together.At Gainsight, we believe in the transformative power of customer education and its impact on the entire customer journey. We know many of you share that same enthusiasm! Right now, we need everyone to help channel that energy by sharing your insights on the current state of customer education in your customer success program. Please take a few minutes (I promise, it’s only a few minutes) to respond to our State of Education in the Customer Journey survey.We’re on a mission to uncover current trends, establish benchmarks, and spotlight the best practices that are setting the standard across our industry. Your insights are invaluable, and together, we can craft a comprehensive view of how education fuels customer success.Why Your Participation Matters: See how your peers are designing and implementing their education programs. Understand how your strategies compare, helping you identify areas for growth and innovatio

140
lila_meyer
1 month ago
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in Customer Education (CE)
Gainsight CE Use Cases Uncovered: OnboardingBlog

We know that Gainsight CE is used by admins across a variety of roles to educate, engage, and train end users. We previously spoke about how marketing goals can be reached via online education. Today, as part of our Use Cases Uncovered series, we’re exploring how Gainsight CE supports Onboarding.   Gainsight CE customers focused on onboarding often measure success with KPIs like… 📊Shortening Time to Onboard: By digitizing training content effectively, customers often see onboarding timelines shrink. Reducing Live Training Requirements: A robust digital resource allows customers to rely less on live 1:1 or 1:many training, freeing up internal teams to scale their efforts. Scaling Onboarding Efforts: With more efficient processes, companies can take on more customers without compromising quality. Driving Product Adoption: Digital onboarding provides ongoing, self-paced resources that users can revisit anytime.Is this working for you? 💬How has Gainsight CE helped your onboarding program

140
cdonargo
1 month ago
L
LaurenshronContributor ⭐️
asked in Customer Education (CE)
Issue with re-publishing - progress sets to zero

Hello! An issue I’ve been having is we have a lot of courses that need frequent updates, though when I re-publish a course with new docs or videos, it sets everyone’s progress back down to zero even if they’ve already completed parts of the course that did not change. Is there a solution for this that I’m missing?

453
J
1 month ago
daniel.truman
daniel.trumanHelper ⭐️
asked in Customer Education (CE)
Instructor Led Training Notifications "After" setting

When setting Instructor Led Trainings Notifications to send “After” the session, do we know for certain if it sends it after the session’s end time, or after the sessions’ start time? The notifications are not very well documented I can’t seem to find the answer on this.

211
cdonargo
1 month ago
daniel.truman
daniel.trumanHelper ⭐️
asked in Customer Education (CE)
How to manually activate a user in CE

We do quite a few Instructor Led trainings each day, and occasionally a user will be shared the Zoom link for the session, without having registered an account within our CE instance. We want to make sure they’re logged as having “Attended” but we can’t add a user to the event, without a CE account that’s also activated. Usually activating for us happens through SSO. Does anyone else have a similar set up and any recommendations on how to capture these attendees?

210
daniel.truman
2 months ago
Alistair FIeld
Alistair FIeldHelper ⭐️⭐️⭐️
asked in Customer Education (CE)
Defining a brand Font in CE

How do I change the font within our School in CE? From what I can tell I need to add the style to the Head template and upload into the platform.  Can you please advise. Thanks

333
cdonargo
2 months ago
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in Customer Education (CE)
Gainsight CE FAQ Series: Why Can’t I Add Certain Webpages as Activities?

👇 Customers frequently as why they cannot add a certain webpage as an webpage activity 👇Many websites, including popular ones like google.com or apple.com, don’t allow embedding in external applications due to their own security policies.  If you’re attempting to embed a webpage that belongs to your organization, here’s what to do: For any organization-owned websites, you’ll need to contact someone from your website admin, IT, or Security team. They can adjust the site’s settings to allow embedding, granting permission for the page to display within Gainsight CE.For publicly accessible but non-owned websites,(like google.com or apple.com), embedding may not be possible due to their own security restrictions. 

60
cdonargo
2 months ago
baraica
baraicaContributor ⭐️⭐️⭐️
asked in Customer Education (CE)
Setting the benchmarks for our new LMS

Our team is launching our first ever LMS for the company (we’re so excited and are loving the CE tool) but we’re having trouble establishing some benchmarks for reporting and metrics as we’ve never had a learning management system before.What were some KPIs you looked at for the first few months/quarters? How did you define success? Thanks in advance!

785
cdonargo
2 months ago
T
tmcmahonGainsight Employee ⭐️
posted in Customer Education (CE)
Upcoming Office Hours: Making the Most of Email Communications in Gainsight CE

Curious about how to leverage different types of email communications in Gainsight CE? Join our next Office Hours session, where we'll dive into the platform's email tools to help you create impactful, seamless learner interactions every step of the way!  📩 What We’ll Cover:Types of Emails: We’ll walk through the different types of emails you can send, from automated messages to manual group emails and learning path notifications. Finding & Configuring Email Settings: Learn where to access and configure email settings to match your needs, including action-based triggers to automate key communications. Branding & Customization: Discover how to make each email align with your organization’s branding, creating a cohesive learner experience from start to finish. Popular Use Cases for Emails: Get inspired by practical examples of how other Gainsight CE customers are using emails to boost engagement and keep learners moving forward.📅 Join Us Live!Date: November 21st, 2024Time: 10:0

271
cdonargo
2 months ago
K
kevinwesley-lynchContributor ⭐️
asked in Customer Education (CE)
Using SCORM in CE and Milestones

I have seen some info on milestones in the community, but I do like how the Gainsight University has their courses setup: the learner cannot end/complete the course until they have clicked through all sections of the SCORM course. I wanted to know if anyone has the steps on how to mimic this in CE?I don’t have a quiz in all of my courses and when adding a milestone for SCORM, it says the learner must complete the SCORM activity with a minimum score %. Any help would be appreciated, even from the GS Uni team on how they accomplished this would be great.

421
jgasparro
2 months ago
jgasparro
jgasparroGainsight Employee ⭐️
posted in Customer Education (CE)
Leveraging Commerce to Monetize Your Training

 We are thrilled to announce the launch of our latest eLearning course: "Leveraging Commerce to Monetize Your Training". This course is designed specifically for educators, trainers, and content creators who are looking to unlock the financial potential of their expertise.About the Course: "Leveraging Commerce" provides a comprehensive guide on various strategies to monetize educational content and training programs. This course offers valuable insights into creating revenue streams from your courses.Check it out today! 

200
jgasparro
2 months ago
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in Customer Education (CE)
Gainsight CE Office Hours: Webhooks RecapBlog

 ….We’re baaaack!! We held another Gainsight CE Office Hours on Webhooks! If you weren’t able to join, here are some important notes and the recording below:  There’s no need for a technical background to understand this session. We hope to give you some guidance on how impactful using webhooks can be to further share your learners data or automate workflows.Here are 2 amazing video resources to learn about this topic in more detail though: Webhooks for Beginners - Full Course (2 hours) & How Webhook Works (8 minutes)So what came to our attendees minds when they hear the term “webhooks?” Defined by Red Hat in their documentation, a webhook is a way for a web page or web application to provide other applications with information in real time. What can “catch” that Webhook?Usually a tool like Zapier or Workato. Gainsight CE has workflow functionality for premium and enterprise customers…. Premium example: Webhook from CE sent to trigger another CE action (completion to enroll into an

590
cdonargo
2 months ago

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