Create a course with modules and chapters

How a course is built

A course is made of three levels. Modules are the big stages of the journey (for example “Product basics”, “Refund policies”, “Handling escalations”). Chapters sit inside a module and cover one topic each. Content — articles, quizzes and videos — always lives inside a chapter.

Articles in a course are not copies. They are linked from the Knowledge Bank, so when you fix an article there, every course using it shows the updated version automatically.

Plan before you build

• Start from the outcome: what should a new hire be able to do on their own after the course?
• List the situations they will meet in their first weeks and group them into 3–6 modules.
• Order modules the way someone learns the job: understand the product first, then policies, then real ticket handling.
• Keep each chapter to one topic that can be finished in 5–15 minutes.
• Write or collect the articles in the Knowledge Bank first — then the course is mostly about putting them in order.

Build the course step by step

1. 1Click Courses in the left sidebar. Pick the folder the course belongs in, for example Onboarding or Continuous QA.
2. 2Click New course. Give it a name that says who it is for and what it covers, e.g. “Tier 1 onboarding – Billing”, and a one-sentence description.
3. 3Add your modules in the order they should be completed. You can reorder them later with the arrows.
4. 4Open each module and add at least one chapter.
5. 5Inside each chapter, use Add article to link Knowledge Bank articles, Add quiz to check understanding, and Add video for walkthroughs.
6. 6Preview the course as a learner would see it and check the order makes sense.
7. 7Publish the course, then assign it to people or teams from Training with a due date.

Where to put quizzes

• Add a short quiz (3–5 questions) at the end of chapters covering policies or rules people must get right.
• Skip quizzes on purely informational chapters — too many slows learners down.
• Quiz answers inside a course show learning progress. They are kept separate from knowledge-gap results, which come from separately assigned quizzes and check-ups.

Keep the course current

• Update the Knowledge Bank article, not the course, when a process changes.
• Review each course at least once a quarter or after a big product release.
• Watch completion in Training: if many learners stall at the same chapter, it is probably too long or unclear.