Customer Education (CE)

We have two uses with using our University, not sure if there is a solution for this (I’m guessing it might be possible with lots of code): Internal learners - when a new person joins our org, we have them go through a few of our courses, a couple are not in the catalog and we enroll them to give them access. The ask here is depending on their role, there are some courses that a required of them to finish and others are optional. This can be different based on their role. External learners (customers) - we are moving towards officially embedding CE throughout our customer journey, one item is to drive customers toward completing required training courses within the first 90 days with us. The problem here is that their dashboard is a combination of course types. We can separate the data on our end, but from their perspective they do not know which ones are the important ones. The ask: is there a way (hopefully on the easier side) to flag courses as required, which can be different based

There’s something powerful about being in a room full of people who’ve wrestled with the same friction you face daily — enrollments that plateau, engagement that tapers off, execs who ask for impact proof while you’re trying to fix quiz logic. This is exactly what makes Pulse 2025 so electrifying. Tracks to start - Matthew Meeks (Front) is bridging Community + Learning for long-term adoption. Jessica Quazza (Gainsight) is unpacking the messiness of merging community and education efforts — not just the wins. And ​@NormRasmussen & ​@tmcmahon are laying down a guide to make engagement actually work. And for our Customer Education customers, we're organizing dedicated networking opportunities at Pulse 2025. This is your chance to connect with peers who understand the unique challenges of driving learning adoption and demonstrating educational impact. Look out for CE-focused meetups, interactive discussions on program strategies, and opportunities to share your own experiences in the trenc

Our company has both CE and CC with gainsight. We are wanting to assign a badge in the community when someone gets certified within CE. What is the best way to set this connection up? And what are necessary steps?

I was exploring some of the settings in our Academy, and clicked on Design > Themes and Templates. The current version appears to be Default Theme v2. And there is a new version, Default Theme v3 listed beneath. Are these versions that our company created? And if so, how can I see what this new version looks like in order to know if I want to install it? Thank you! Sheri Fogg

Pulse is back this May, and we couldn’t be more excited to see how Customer Education continues to take center stage! Pulse will be packed with insights, real-world examples, and strategies to align education with your business goals. Here’s a full session guide for getting all of the Education insights , but below is a sneak peek on some key sessions you dont want to miss: A Look Behind the Curtain: Wins, Missteps & Lessons in Uniting Community & Education Get a look into how Gainsight combines Community and Education to scale self-service. We'll share the real lessons behind what worked, what didn’t, and what we’ve learned along the way. Scaling Digital Customer Success with Smart Customer Education Learn how to embed Customer Education into your Digital strategy with a practical playbook to improve adoption, retention, and engagement. Connecting the Dots: How Community & Learning Fuel Product Adoption Discover how to tie together education, community, and product data to create smar

Hi everyone, We recently switched our courses from linear to free form to allow learners to navigate to different units if they’re only interested in a specific topic. We still want to ensure they’re completing the videos and quizzes, though, if they’re working towards the course certificate. We’re a bit stumped about what messaging we should use in the milestones, since they’re now visible as an activity in the course. Does anyone have any examples of what you’ve called your Milestones or what types of messaging you’ve used for complete and incomplete Milestones? Thanks!

Is it possible to reference a custom property created in CE within the FLUID Template for the default certificate. ? We have a Course Duration property that we would like to add to the certificate. Thanks in advance. Alistair

We have a few monthly live sessions that we run for Partners that span two days, and I want to streamline all of it through CE. Is there a way to set these up via ILT and not make them sign up for both days separately? The sessions go together (part 1 and part 2). We’d risk that they miss one registration and only attend half.

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?

We recently held a powerful session on Instructor-Led Training (ILT) during our latest Office Hours. It was a great opportunity to dive deep into the capabilities of Gainsight CE, explore upcoming enhancements, and hear success stories directly from our customers. For those who couldn’t join us, here’s what you missed 👇 Shambhawi Kumari, a Product Manager at Gainsight, provided a thorough demonstration of setting up and managing ILTs within the Gainsight CE platform. (Timestamp: 6:45) Key features covered included: Enabling ILTs via the 'Add-ons' section. Creating and managing events and those events’ sessions Deciding and setting up who sees and attends the training, with options for all, some or none. Shambhawi shared exciting upcoming features designed to enhance the ILT experience (Timestamp: 19:20) An advanced integration with Zoom will soon enable automatic attendance tracking, allowing for real-time updates and easier management of participant engagement! Other enhancements com

Over the past few months, I have noticed an uptick in requests from my CS teams for answer keys to send our learners who have been taking the quizzes in our courses. Currently, we hide our correct answers on quizzes and encourage users to review the material and retake the quiz, but I think that has been causing more frustration for learners and, in turn, my colleagues. I am wondering how many other academies reveal their correct answers on quizzes. I am reaching the point where I am looking to concede to reveal correct answers but then make the quiz a milestone where they will need to retake it after reviewing the correct answers rather than just moving forward.

How are you using setting up ILT for virtual sessions? We’ve set up an event/sessions, added a registration notification, and connected a Zoom account. Curious if anyone has had success doing this and how, because: There isn’t a good spot to add the Zoom/virtual link (outside of pasting it in the description). When I test it, nothing converts to a calendar invite. I really like the user experience of doing this all through the LMS, but without a calendar invite to add, our learners will miss it. The reminder emails are okay, but they’d still have extra clicks to go to the Academy and get the link at the right time.

Is it possible to put the estimated time of completion in the cards of the course catalog? Thus giving users an idea of how long they need to invest?

We know that Gainsight CE is leveraged by admins across various roles to educate, engage, and train end users. We’ve already explored how education drives impact in Marketing and Onboarding, now, let’s take a look at how it plays a key role in Account Management and Sales. Education can be used to strengthen customer relationships, improve retention, and drive expansion opportunities. Whether it’s helping your Account Management team reinforce product value or enabling Sales to identify upsell opportunities, your Academy can be a powerful tool for revenue growth. You can measure success with KPIs like… 📊 Higher Retention & Renewal Rates: Customers who actively engage with education often see more value in the product and are more likely to renew. Training helps reinforce product stickiness and reduces churn. Expansion & Upsell Opportunities: Education helps uncover customer interest in features or products they don’t currently use. If a customer is taking courses on advanced functiona

Hi Everyone, Whenever I try and replace the existing SCORM file and click publish to new learners. It is updating with new updated content. However when we are replacing the entire source/zip file of SCORM how can old learners will still see the old SCORM instead of new content. Looking forward to hearing from you all! Thanks Sandhya

Are you ready to create a captivating and branded homepage for your academy? In this post, we'll walk you through the steps to customize your academy homepage within Gainsight CE (F.K.A. Northpass). 🛑 Before you continue, make sure you enable Website and Catalog for this. Why turn this feature on? Read more here: Gainsight CE FAQ Series - Add-Ons: How Do I Create a Course Catalog for Learners? 🛑 When Website and Catalog is turned off, the homepage acts as both a homepage and a dashboard. If you prefer to split these functions, then continue reading! Reminder: The dashboard allows learners to track their enrolled courses, learning paths, and events. Once you've enabled the "Website and Catalog" add-on, you'll notice a brand new homepage experience with a customizable welcome message, homepage banner artwork, and the ability to feature courses. All of the following elements can be found in the left side navigation panel under Design > Pages > Homepage then click 🖋 Edit (see image belo

Hi Everyone, Whenever I try and replace the existing SCORM file and click publish to new learners. It is updating with new updated content. However when we are replacing the entire source/zip file of SCORM how can old learners will still see the old SCORM instead of new content. Looking forward to hearing from you all! Thanks Sandhya

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!

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!

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 measure

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

Hey everyone, Adam here, following up from the webinar I hosted earlier this week. Hopefully the recording is posted soon, but I want to thank the Gainsight team for partnering on this and inviting me, and to all of you who attended! There were a couple questions I didn’t get to answer, so I’ll follow up here: Q: It seems like some of the solutions you provided (ex Optiverse) may have utilized external software. Do you have any recommendations for software to invest in to support this infrastructure or specific things you recommend looking for when reviewing external software? A: Usually creating solutions like this requires a few different integrated solutions (hopefully this becomes simpler in the future!) but typically what’s involved is: A help center / knowledge base CMS product (ex. Zendesk, Intercom, Salesforce Knowledge - all the examples I showed were on Zendesk) A learning management system (ex. Gainsight Customer Education, Skilljar, Docebo are the ones that I showed in my e