{% include "header" %}
<main class="faq">
  <div class="np-max-width faq" style="width: 100%;">
    <div class="faq-container">
    <h2>Frequently asked questions</h2>
  
     <div class="row faq-row">
        <details class="col-xs-12 faq-section">
          <summary class="faq-section-summary">
            <h3>General Questions</h3>
            <i class="fal fa-plus"></i>
          </summary>  

          <div class="row">
            {%
              include 'faq_item',
              question: "Can I get a test environment/training org for hands-on practice with the Gainsight CS product?",
              answer: "Yes, you can request a training org by filling out this <a href='https://docs.google.com/forms/d/1Iqj0YqYybLN6XcgU2f561KjJ-XMhtUxzpZZCWuhA7aM/edit'>form</a> or emailing us at <a href='mailto:training@gainsight.com'>training@gainsight.com</a>."
            %}
            {%
              include 'faq_item',
              question: "Where do I start my CS training journey? Which courses do I need to take first?",
              answer: "To learn how to use the Gainsight CS application, you can start your training at Gainsight University with the <a href='https://education.gainsight.com/app/learning_paths/86c4a373-8d89-4865-aa13-c1174364e8e9'>CS End User Training</a>. If you are looking to learn how to administer the Gainsight CS application, then check out our <a href='https://education.gainsight.com/app/learning_paths/c9e68aeb-5de8-4738-9a30-4dcb03976148'>Admin Training</a>. If you are primarily interested in learning about Customer Success fundamentals and CSM skills, we recommend checking out <a href='http://pulseplus.gainsight.com'>pulseplus.gainsight.com</a> which contains product-agnostic training and certificates."
            %}
            {%
              include 'faq_item',
              question: "Does Gainsight offer live training classes?",
              answer: "Yes. For Gainsight CS Administrators, we offer recurring virtual instructor-led courses. The available courses are <a href='https://education.gainsight.com/app/catalog'>here</a>."
            %}
            {%
              include 'faq_item',
              question: "My team needs (custom) live training/coaching to uplevel their CSM skills and/or help them transition into new CSM roles. Does Gainsight offer this type of training service?",
              answer: "Gainsight partners with a specialized CS enablement partner to offer live custom CS training. Please contact <a href='mailto:training@gainsight.com'>training@gainsight.com</a> for more information."
            %}
            {%
              include 'faq_item',
              question: "My team needs custom and/or live training on the Gainsight product(s). What options do we have?",
              answer: "We offer a variety of options for live instructor-led (virtual or on-site) CS training for end users. Refer to this <a href='https://education.gainsight.com/app/courses/096f1b86-6746-4386-b597-53e5cba8f48b'>page</a> for more information."
            %}
          </div>
        </details>

        <details class="col-xs-12 faq-section">
          <summary class="faq-section-summary">
            <h3>Product Certifications</h3>
            <i class="fal fa-plus"></i>
          </summary>  

          <div class="row">
            {%
              include 'faq_item',
              question: "Which courses do you recommend for Gainsight Associate Admin Certification?",
              answer: "Please refer to this <a href='https://education.gainsight.com/app/learning_paths/c9e68aeb-5de8-4738-9a30-4dcb03976148'>page</a> where you can see the list of recommended courses for Level 1 admin certification, along with exam format and other details"
            %}
            {%
              include 'faq_item',
              question: "Is there any eligibility criteria OR who should be taking Gainsight CS Level 1 admin certification?",
              answer: "The Gainsight Associate Admin Certification is for anyone who is starting their Gainsight Administration journey. There are no prerequisites."
            %}
            {%
              include 'faq_item',
              question: "How long is my Gainsight CS certificate valid for?",
              answer: "All Gainsight product certifications are valid for 2 years. To renew your certifications, we offer Continuing Education Exams that address recent product updates."
            %}
            {%
              include 'faq_item',
              question: "How many hours of preparation are needed for each of the certifications?",
              answer: "<li>Level 1: 8 hrs for self-paced elearning</li><li>Level 2: 6 hrs for instructor-led hands-on courses and/or more for self-paced practice in a Gainsight org</li><li>Level 3: We will soon be offering free prep courses that total about 3 hours</li>"
            %}
            {%
              include 'faq_item',
              question: "When should I take the Gainsight NXT Level 3 Admin certification?",
              answer: "We recommend you have at least 4-6 months of hands-on experience with the Gainsight CS application before attempting the NXT Level 3 Admin certification exam, along with completing the introductory eLearning and instructor-led hands-on training. We are also launching a Level 3 prep course soon."
            %}
            {%
              include 'faq_item',
              question: "Where can I view my certificate expiration date?",
              answer: "Typically, you will receive an email confirmation with a PDF version of your certificate which displays the expiration date. If you accept a digital badge from Credly.com, you can also view the certificate expiration date in your Credly profile. If you don’t have access to these resources, you can email <a href='mailto:training@gainsight.com'>training@gainsight.com</a> for assistance."
            %}
            {%
              include 'faq_item',
              question: "How can I change the email address associated with my profile on Gainsight University or Webassessor?",
              answer: "If you still have access to these accounts, you can login and access your profile to make modifications. If you no longer have access to the email addresses that are tied to your accounts, we can make the changes for you by emailing <a href='mailto:training@gainsight.com'>training@gainsight.com</a>."
            %}
            {%
              include 'faq_item',
              question: "I haven’t received my Credly digital badge yet. Who should I contact?",
              answer: "Please allow us 1 week after earning a new certificate to send the Credly badge offer. If it’s been more than a week, you can email <a href='mailto:training@gainsight.com'>training@gainsight.com</a> for assistance."
            %}
            {%
              include 'faq_item',
              question: "How can I renew my Gainsight product certificates?",
              answer: "We offer Continuing Education Exams (CEE) to renew your product certificates for 1 more year. The CEE’s are short, open book, and non-proctored. These exams contain multiple choice questions about recent product release updates."
            %}
            {%
              include 'faq_item',
              question: "How can I register for a Level 2 Admin Exam?",
              answer: "To register and pay for the Reports and Dashboards and Journey Orchestrator and Surveys Level 2 exams, visit the following link: https://www.webassessor.com/gainsight"
            %}
            {%
              include 'faq_item',
              question: "Once I’m registered for a Level 2 Exam, how do I schedule my exam date?",
              answer: "Once you have registered for your exam in Webassessor, you can schedule your exam’s date and time in Calendly using the following links:<br><ul><li><a href='https://calendly.com/mbhimapaka/level-2-exam-reports-dashboards?month=2024-08'>Reports & Dashboards Level 2 exam</a></li><li><a href='https://calendly.com/mbhimapaka/level-2-exam-jo-surveys?month=2024-08'>JO & Surveys Level 2 exam</a></li></ul>"
            %}
            {%
              include 'faq_item',
              question: "Can I use my existing CS training org to take the Level 2 exams?",
              answer: "No. We will provide you with an org at the start of your exam time that has the necessary data and configurations to support the exam."
            %}
            {%
              include 'faq_item',
              question: "What should I do if I accidentally launched my exam before the start date and time?",
              answer: "You can close the browser window and the timer will stop. Once you are ready, you can launch the exam again and the timer will resume. If you run into any issue, please email training@gainsight.com."
            %}
            {%
              include 'faq_item',
              question: "How many free retakes are included in the purchase/registration of each exam?",
              answer: "This may vary depending on the exam. As an example, the Level 3 Admin exam includes 1 free retake. More information is available <a href='https://education.gainsight.com/app/certification-programs'>here</a>."
            %}
            {%
              include 'faq_item',
              question: "How can I reschedule my exam?",
              answer: "The Level 1 Associate Admin exam, CS End User exam, and PX Level 1 exam do not need to be scheduled and can be taken at your convenience. The Gainsight Admin Level 3 exam is proctored, and rescheduling must occur 72 hours in advance to avoid a $50 cancellation fee. Please login to your Webassessor profile to reschedule your exam. For Admin Level 2 practical exams, please contact <a href='mailto:training@gainsight.com'>training@gainsight.com</a> for assistance with rescheduling."
            %}
            {%
              include 'faq_item',
              question: "Can I see the full results (questions and answers) of my exam?",
              answer: "The answer depends on the exam, but typically we don’t share all of the questions and answers for higher stakes exams (e.g. Gainsight Admin Level 3) to protect the integrity of the exam. If you have questions about what you missed or concerns about the accuracy of a test item, please contact <a href='mailto:training@gainsight.com'>training@gainsight.com</a>."
            %}
          </div>
        </details>

        <details class="col-xs-12 faq-section">
          <summary class="faq-section-summary">
            <h3>Admin Instructor-led Training</h3>
            <i class="fal fa-plus"></i>
          </summary>  

          <div class="row">
            {%
              include 'faq_item',
              question: "What is a Virtual Instructor-Led Training (VILT) session?",
              answer: "A Virtual Instructor-Led Training (VILT) session is an online course delivered in real-time by an instructor. Participants can interact with the instructor and other attendees, similar to an in-person classroom environment."
            %}
            {%
              include 'faq_item',
              question: "How do I register for a VILT session?",
              answer: "You can register for a VILT session by visiting our calendar on Gainsight University, selecting your preferred course, and following the registration process."
            %}
            {%
              include 'faq_item',
              question: "Can I purchase a session on behalf of another student?",
              answer: "The ability to purchase on behalf of someone else is not currently supported but is a planned enhancement."
            %}
            {%
              include 'faq_item',
              question: "What are the technical requirements for attending a VILT?",
              answer: "You will need a stable internet connection, a computer or tablet preferably with a secondary monitor for easier multitasking with a web browser, audio capabilities (microphone and speakers or headset), and ideally a camera to support video interaction. Details will be provided in your registration confirmation if specific software is required."
            %}
            {%
              include 'faq_item',
              question: "How do I access the VILT session once registered?",
              answer: "After registering, you will receive a confirmation email with details on how to log into the session. This will typically include a link to the virtual classroom and login instructions."
            %}
            {%
              include 'faq_item',
              question: "What should I do if I haven’t received my confirmation email or login details?",
              answer: "If you haven’t received your confirmation email or login details, please check your spam/junk folder. If you still cannot find it, contact our training team at <a href='mailto:training@gainsight.com'>training@gainsight.com</a>."
            %}
            {%
              include 'faq_item',
              question: "Can I test my setup before the VILT session?",
              answer: "Yes, we recommend testing your setup beforehand to ensure everything works properly. Instructions and a link to a test session will usually be provided in the confirmation email."
            %}
            {%
              include 'faq_item',
              question: "What happens if I miss a session?",
              answer: "If you miss a session, please contact the training team. Typically, you can either access the session recordings or attend the next scheduled session. For additional details, reach out to <a href='mailto:training@gainsight.com'>training@gainsight.com</a>."
            %}
            {%
              include 'faq_item',
              question: "Is there any pre-work required for the VILT session?",
              answer: "Some VILT sessions may require pre-work. For instance, the Data Management course encourages you to install CyberDuck. Additionally, for the core Admin courses, it is strongly recommended that you complete our elearning courses: Admin - Foundation, Admin - Data Management, Admin - Rules Engine, and Admin - Journey Orchestrator to better prepare for the live sessions. You can access the recommended eLearning courses <a href='https://education.gainsight.com/app/learning_paths/c9e68aeb-5de8-4738-9a30-4dcb03976148'>here</a>. Please check the specific course registration pages for detailed pre-work requirements."
            %}
            {%
              include 'faq_item',
              question: "How can I interact with the instructor during the session?",
              answer: "You can interact with the instructor using various tools available on the virtual platform, such as chat, raise hand features, or directly speaking via your microphone."
            %}
            {%
              include 'faq_item',
              question: "Will I receive any materials or handouts for the session?",
              answer: "Yes, relevant materials and handouts will be provided either before or during the session. These may be sent via email or available for download within the virtual classroom."
            %}
            {%
              include 'faq_item',
              question: "Will the session be recorded and shared?",
              answer: "Yes, sessions are recorded and shared with participants once the session is completed. All paid sessions should not be shared with non-participants."
            %}
            {%
              include 'faq_item',
              question: "How can I ask questions after the VILT session is over?",
              answer: "You can email any follow-up questions to <a href='mailto:training@gainsight.com'>training@gainsight.com</a> or use the <a href='https://communities.gainsight.com/groups/cs-beginner-admins-in-training-177'>Beginner Admins in Training</a> community forum or other relevant categories. Details will be shared during the session."
            %}
            {%
              include 'faq_item',
              question: "Are there any assessments during VILT sessions?",
              answer: "Assessments may be included in VILT sessions depending on the course. These typically consist of quizzes and other activities designed to reinforce learning. Please note that these assessments are not recorded and do not serve as a basis for certification."
            %}
            {%
              include 'faq_item',
              question: "Can I get a certificate after completing the VILT session?",
              answer: "While we do not offer certificates for completing VILT sessions, we provide a comprehensive Admin Certification program. You can find more details <a href='https://education.gainsight.com/app/certification-programs'>here</a>."
            %}
            {%
              include 'faq_item',
              question: "What is the policy for cancellations or rescheduling?",
              answer: "We offer options for both cancellation and rescheduling. For each session you’re registered for, you’ll find an “Unregister” button. If you need to change your registration, click the unregister button then choose another session from those available in the right panel. For cancellation information, please refer to the specific course details or contact our training team at <a href='mailto:training@gainsight.com'>training@gainsight.com</a>."
            %}
            {%
              include 'faq_item',
              question: "What should I do if my coupon code is not working?",
              answer: "If your coupon code is being recognized as invalid, please contact <a href='mailto:training@gainsight.com'>training@gainsight.com</a> for assistance. It may mean the coupon has been redeemed the maximum allotted times, or it has expired."
            %}
            {%
              include 'faq_item',
              question: "Where can I perform the hands-on exercises?",
              answer: "We provide a training org to each participant during the training session. This test environment allows you to carry out all of the hands-on exercises and fully participate in the live sessions."
            %}
            {%
              include 'faq_item',
              question: "How long does the training org last? Will I be able to continue practicing after the training sessions?",
              answer: "The demo environment is good for 60 days from the date of creation (which is usually the week before any given training session). A pop up in the demo environment will let you know when your org is close to expiring. If you need more time, you can reach out to <a href='mailto:training@gainsight.com'>training@gainsight.com</a> to request an extension."
            %}
            {%
              include 'faq_item',
              question: "Who should I contact for additional support or questions?",
              answer: "For any additional support or questions, please contact our training team at <a href='mailto:training@gainsight.com'>training@gainsight.com</a>"
            %}
          </div>
        </details>
      </div>
    </div>
  </div>
</main>

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