Knowledge Academy

Turn knowledge base articles into training modules and structured learning paths. Reuse verified content so training and daily service rely on the same source of truth. Add quizzes, case studies and your own media to support practical learning.

Create training modules in minutes

• Build learning modules
  Create structured training units from existing content.
  
  
• Reuse trusted knowledge
  Embed knowledge base content directly into training modules.
  
  
• Add quizzes and case studies
  Use quizzes to test knowledge and case studies to practice real service situations.
  
  
• Enrich modules with your media
  Integrate videos, PDFs and other media formats to support different learning styles.

Knowledge Academy lets you create structured learning paths for onboarding, role changes and continuous enablement. Training is organized in modular units that support different roles, learning needs and schedules.
Agents complete modules at their own pace. They can pause and resume training at any time, while reminders help them stay on track and complete assigned learning paths.

Training supports in-person, remote, individual and group-based formats. During training, agents can access the knowledge base to reference relevant articles and connect learning content with daily service work.

Optional gamification elements such as points, levels and badges visualize progress and support engagement.

• Design personalized training
  Create customizable learning modules aligned with defined training goals and service roles.

• Self-paced progress
  Agents complete modules at their own pace, with pause, resume and reminder options.

• Flexible learning formats
  Support in-person, remote, individual and group-based training scenarios.

• Gamify the journey
  Visualize learning progress with points, levels and badges.

Knowledge Academy makes training progress transparent and measurable. You can see how teams develop over time and how individual modules perform, without complex reports or external tools.

You get a clear overview of which modules are completed, in progress or not started. In addition, learning behavior becomes visible through metrics such as time spent per module and achieved scores. This helps identify gaps, optimize training content and support targeted development.

Filters and export options allow you to analyze progress by status or performance level and create clear reports for reviews, audits or planning.

• See learning status at a glance
  Track completed, in-progress and open modules.
  
  
• Understand learning behavior
  Analyze time spent and scores per module.
  
  
• Use simple filters
  Analyze progress by status or performance level.
  
  
• Create clear reports
  Export data for reviews, audits and planning.