FAQs

The KnowledgeCity LMS is the cloud-based platform your organization uses to deliver training, track learner progress, and report on outcomes. It delivers KnowledgeCity Library courses alongside content you build yourself — video lessons, PDF and Designer lessons, quizzes drawn from a question bank, in-person and virtual class events, and third-party SCORM, xAPI (Tin Can) or AICC packages — and issues certificates when learners complete. Administrators work from the LMS admin area; learners use your branded portal in a browser or the iOS and Android apps.

Everyday users are learners, who take the training assigned to them and see their own progress and certificates. Administration is split across two admin types: an Admin manages users, groups, learning paths, course lists and notifications, and can be restricted to specific LMS pages and specific user groups; a Super Admin additionally creates and edits courses and manages other admins, the Category Manager, activity logs, and Account, Portal, Form and Integration settings. Two further roles apply in context: line managers, who see their own team and can approve class-event requests, and instructors, who are assigned to class events and record attendance.

In the KnowledgeCity LMS, training is assigned rather than enrolled. First get the accounts in: create users one at a time from User List, add them in bulk with Import users, or provision them automatically from your HR system or identity provider. Then assign the training — open a group under User Groups → Assignments to give a learning path to every member, and new members inherit it automatically; or open a learner's profile and use its Assignments tab to give that person a learning path or an individual course. As you assign, you set when access opens, the due date, when access closes, and whether the learner is emailed. The Assignments section lists every assignment in the account across two tabs (All Users and All Groups), with bulk actions for setting schedules, resetting progress and unassigning.

Sign-in supports SAML 2.0 and OpenID Connect, with multi-factor authentication available alongside them; portals commonly connect to Okta, Microsoft Entra ID (Azure AD), Google Workspace or Ping Identity. Automated user provisioning uses SCIM: a Super Admin enables it under Integrations → SCIM Protocol, where the LMS supplies the SCIM API URL and token to paste into your identity provider, and can auto-assign a license to each user it creates. SSO itself is configured in the portal's sign-in settings, where you can also make SSO the default sign-in option.

Yes. Create a course with the Lessons course type, add a chapter, then add a lesson and choose the SCORM content type. Upload the package as a single .zip with imsmanifest.xml at the root of the archive and every file the manifest references inside it — zipping the containing folder instead of its contents is the most common cause of a rejected upload. SCORM 1.2 and SCORM 2004 packages are supported, and the LMS also delivers xAPI (Tin Can) and AICC content. Once uploaded, the package is processed and then served through the CDN, and you choose whether it launches inline in the course frame or in a separate window. A single Lessons course can mix SCORM lessons with video, PDF, Designer and quiz lessons.

Each learner's record on a course carries three milestones: Begin (first launch), Watched (all course content viewed) and Passed (completion criteria met). What counts as passing depends on the content — a course with a certification quiz requires the minimum passing score you set, under the attempt and time limits you choose; SCORM, xAPI and AICC packages report their own status back to the LMS; and a class event completes when the learner is marked Attended and that attendance is approved. Progress updates as learners work and feeds the Reports section, the learner's own progress pages and the certificate. Where a course or learning path is set to recur, each new cycle resets progress so the next round is tracked on its own.

Yes. A certificate is issued automatically as a PDF when a learner completes, each one carrying its own unique certificate number, and learners download it from their assignments or progress pages — from there they can share it to LinkedIn, X or Facebook, or copy a link to the certificate page. A template can be tied to completing a course, finishing a learning path, or attending a class event, and can be assigned to particular courses, learning paths, providers or user groups, or to all courses, with separate templates per language. In the template editor you upload a background image (PNG or JPG, up to 2 MB) and place fields including learner name, position, employee ID, course name and ID, certificate ID, course runtime, skills, and the issue date in the format you prefer. Where a certificate carries an expiry date, recertification is triggered as it lapses.

The Reports section has three tabs. Report Generation holds the predefined templates — training hours, course progress, viewed and passed courses, all courses, users by group, user progress info, logins per day, course and quiz statistics, class attendance, course feedback, assigned licenses and more — which you run with the filters you need, such as group, courses, date range and time zone. New Report Template builds a custom template on top of a report type: choose the columns, their order and formatting, the output language, and whether the portal logo appears, then save it for reuse. Running a template produces a snapshot in the Reports tab, listed with its row count, status and timestamps, which you download as a file to open in Excel. A saved template can also be selected for scheduled reports in Group Manager settings, and report data can be pulled programmatically through the KC Integration API.

Yes — there are native iOS and Android apps, and learners sign in with the same portal account they use on the web. Courses can be downloaded to the device for offline viewing so learners can keep going without a connection, and the app sends their progress to the LMS once the device is back online; push notifications cover new assignments and approaching due dates. Connectivity is still needed for some things — the download itself has to happen while online, and a third-party package behaves according to how it was authored — so test the specific course on a device before relying on it offline for a large rollout.

KnowledgeCity is offered in English, Spanish, French, Portuguese, German, Chinese and Arabic, and Library course content is published in multiple languages. The LMS administration interface currently ships in English, Arabic and Spanish. Each portal is configured with the languages you want to offer and one of them is the default; learners switch between those languages themselves, and Arabic renders the interface right-to-left. Several things are language-aware rather than global: course and learning-path names carry their own translations, certificate templates can be created per language, and every report template has its own output language.

Accessibility comes in two parts. In the product, course content supports closed captions and subtitles, including in multiple languages, and the portal renders in the learner's chosen language — right-to-left for Arabic. For formal conformance — a WCAG or Section 508 statement, an accessibility conformance report (VPAT), or an accessibility questionnaire that forms part of a procurement review — contact your KnowledgeCity account manager or the support team, who will send you the current documentation rather than have this page quote a status that can change between releases.

The LMS is hosted on AWS across multiple availability zones, with continuous database backups and point-in-time recovery. Each account's data is scoped to that account, traffic is encrypted in transit, and stored data is encrypted at rest. On your side, a Super Admin sets the security policy for the account — password complexity, multi-factor authentication, session timeout and IP allow-listing — and the activity log records administrative actions, including any session in which an admin views the portal as a named learner. For what a security review needs in writing — hosting and data-residency options, recovery objectives, current certification status, subprocessors, or a completed security questionnaire — ask your account manager; that material is shared by the security team, under NDA where required, rather than published here.

There are three routes. The KC Integration API is a REST API under /integration/v1/, authorized with OAuth 2.0 bearer tokens (authorization-code or client-credentials grant) and pinned to a minor version with the x-api-version header — the endpoint reference and authentication guide are in the API Reference, and you create credentials under Integrations → API tokens. Prebuilt connectors cover HR systems (Workday, BambooHR, UKG, SAP SuccessFactors, Oracle, ADP, Ceridian), other learning platforms (Canvas, Cornerstone, Moodle, Blackboard, Degreed, LinkedIn Learning Hub and others), Zoom for virtual classes, and a calendar feed learners can subscribe to from Outlook, Google Calendar or Apple Calendar. Webhooks notify your systems when a user is created, a user is deleted, or a learner passes a course, with delivery logs and the option to retry or resend an event.

KnowledgeCity is licensed per seat on an annual subscription, and the price depends on how large your workforce is and which parts of the platform you turn on. You can buy the full workforce platform under one contract, or start with a single suite — Learn is the one that includes the LMS and the KnowledgeCity Library — and add Comply, Grow or Thrive later. There is no published list price: your account manager or the sales team will put a quote together for your seat count and the products you need. If you already subscribe, your account manager is also the right contact for adding seats, changing licenses or renewing.

Start with this help center — search it, or ask Casey, our AI assistant, which answers from these articles and links to the sources it used. If you need a person, use the Contact Support button to chat with our team; including the portal address, the affected username, what you expected, what actually happened and a screenshot is what lets a ticket be answered on the first reply. Account-level requests — adding seats, subscription and license changes, or a new integration — go to your KnowledgeCity account manager or Customer Success Manager.