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Sierra Academy Overview: Training, Content Creation, and Permissions

Sierra Academy is your centralized training and education hub. It provides access to video tutorials, written content, and user-generated training materials from Sierra Interactive, our partners, and clients. Whether you’re onboarding new agents, learning platform features, or sharing internal processes, Sierra Academy helps you make the most of Sierra’s tools.

 

Why This Feature Matters:

 

 

Agent education and team training are key to platform adoption and productivity. Sierra Academy streamlines the learning process, making it easy to find, create, and share courses. It also allows Sierra clients and partners to contribute knowledge, creating a collaborative learning ecosystem.

 

 

 

Step-by-Step Instructions:

 

 

 

What Can You Do in Sierra Academy?

 

 

1. Search for and View Courses

 

  • Use keywords to find courses across all categories.

  • Courses may be published by Sierra, your team, or partners.

  • Simply click a course to start.

 

 

2. Use the Course Manager

 

  • Create new courses

  • Filter by category or author

  • Edit, clone, or delete your own courses

  • View course status, ratings, and favorites

 

 

🔧 Note:

 

  • Courses can include Voice, Text, Video, and Knowledge-Based Quizzes.
  • You can only delete a course if it has not been published.
  • Editing a published course resubmits it for Sierra review.

 

 

3. Access the Sierra Global Library

 

  • View content created by Sierra, partners, and clients

  • Filter by:

     

    • All Courses

    • Newest

    • Training (Sierra-created content)

     

 

 

4. View “My Courses”

 

  • Quickly revisit completed, in-progress, or favorited courses

  • You’ll also see a My Courses widget on the home page

 

 

 

 

Course Creation and Publishing

 

 

 

Who Can Create Content?

Role

Capabilities

Sierra Interactive

Creates training, onboarding, and platform education content

Partners

Can create setup guides, integration training, and promote their offerings

Clients

Can build courses for internal onboarding or submit content to the global library

 

How to Submit a Course for Approval

 

 

  • Submit the course within Course Manager

  • Once submitted, the status will display as “pending”

  • You’ll receive an email notification once it is approved or denied

  • Editing a published course automatically resubmits it for review

 

 

 

 

Partner-Specific Features

 

 

  • Create Partner Courses: Share internally, with your clients, or with the Sierra Global Library

  • Create Categories: Organize courses by level (Partner, Account)

  • Publishing: Content published to their account is visible to their clients. Only Global Library content goes through review.

 

 

 

 

Permissions and Access Control

 

 

You can grant varying levels of permission to users in your account:

Permission Type

Description

Standard

View-only access to Sierra Academy

Create

Create, edit, clone, delete, and publish their own courses

Editor

Edit, delete, and publish courses created by others (cannot create or clone)
✅ These permissions can be combined (e.g., Create AND Edit)
🔁 You can change permissions for any user at any time

 

 

 

Best Practices:

 

 

  • Use Categories to organize your team’s internal training content.

  • Encourage agents to favorite essential courses for quick access under My Courses.

  • Regularly check the Newest filter in the Sierra Global Library for updates on new features or best practices.

 

 

 

 

Troubleshooting Common Issues:

 

 

Issue: Course edits aren’t saving.

Solution: Ensure the course isn’t already published, or note that edits to published courses must be re-approved.

 

Issue: I can’t delete a course.

Solution: Only unpublished courses can be deleted. Use the “Clone” function if changes are needed post-publish.

 

Issue: A partner course isn’t visible to my users.

Solution: Verify the course was published to the correct account level and not restricted to partner-only visibility.

 

 

 

FAQs:

 

 

Q: Can I share a course with other Sierra clients?

A: Yes, but it must be submitted to the Sierra Global Library and approved by Sierra Interactive.

 

Q: Do partners need approval to publish content to their own clients?

A: No, only content submitted to the Global Library requires review.

 

Q: Can users track their training progress?

A: Yes! Progress is tracked under the My Courses section for all users.